What information should I send to support?
Providing complete information when reporting an issue helps Cummins Support identify the problem and reduces the need for additional troubleshooting requests.
Expected result
Cummins Support receives sufficient information to begin investigating the reported issue.
Complete diagnostic information may reduce the time required to identify the cause and determine the appropriate resolution.
Important notes / prerequisites
Whenever possible, gather the following information before contacting support.
Gather the available information before contacting Cummins Support.
Information to collect
1. Problem description
Describe what you were attempting to do when the issue occurred.
Include the steps leading up to the problem.
2. Error messages
Record the exact error message displayed by DTK.
Include screenshots when possible.
3. DTK version
Identify the DTK version installed on your device.
4. Equipment information
When available, provide:
- Engine Serial Number (ESN).
- Engine model.
- ECM type.
- Calibration code.
- Vehicle or equipment make and model.
5. Datalink adapter information
Identify the adapter being used.
Include the adapter model and connection type.
6. Diagnostic evidence
If available, include:
- DTK application logs.
- Datalink communication logs.
- Screenshots.
- Exported diagnostic information.
- Relevant Diagnostic Session ID.
7. Reproduction steps
Explain whether the issue occurs consistently or intermittently.
Include the steps required to reproduce the issue.
DTK Mobile differences
DTK Mobile users should include:
- Mobile device manufacturer and model.
- Android, iOS, or iPadOS version.
- DTK Mobile application version.
- Wireless adapter model.
- Screenshots of the issue.
Mobile users should follow the available application procedures for collecting and sharing diagnostic logs.