Reporting MDC Issues for Escalation to Motorola

Posted on by Jeff Feiertag

With the upgrade on MDCs to Windows 11, there are some issues FRS IT has encountered that need to be escalated to Motorola’s engineering department. In order to do so, FRS IT needs you to get some information from the MDC and upload it within the MDC software, please. Here’s how to get the information.

(Techie explanation, if you’re interested: We need an error report accessible from the MDC. This tool provides logs of the system condition and the program condition at the time of the error. These logs are critical to troubleshooting efforts.)

Step 1a: If you are Still Running PremierOne and It Didn’t Crash:

  • Click the Logged In status button on the MDC.
  • Click Create Error Report.

    MDC Create Error Report

Step 1b: If you are Not Running PremierOne Because It Crashed:

  • Find the PremierOne Error Report icon on the MDC desktop.

    MDC Create Error Desktop Icon

  • Double-click the icon to run the report.

Step 2: Upload the Error Report in PremierOne:

  • Launch PremierOne if it is not already running. You will need this step, regardless of how you created the report in the two steps above.
  • Click the Logged In status button on the MDC.
  • Click Upload Error Report.

    Upload MDC Error Report

Step 3: File a Detailed TSR:

  • Create a TSR and choose the MDC category.
  • Include as much detail as you can:
    • Your unit
    • Time of the error
    • Incident number
    • Issue specifics
    • (and note the fact that you created and uploaded an error report in PremierOne, please)