HOSE AS 1065728 - Caterpillar

Resolving Problems: Before Contacting Support Personnel
The more information that can be provided to support personnel, the less time will be required to solve an issue. Provide the following information to support personnel:
Version number of on-board software, office software, and TOPE
Background details
Is this a one-off or a repeated issue? If repeated, how often?
CrashReport or ZSnap file from the caes\CrashReport folder on the display
And if possible a photo or video of issueNote: For further information or assistance, submit a case through the customer service web portal given below: http://caterpillar.my.salesforce.com/ZSnap and Automatic CrashReport
Software developers use error reports to solve the problems that cause the software to crash. CrashReport and ZSnap are the error reporting functions which add built-in, high-level diagnostic capability for the on-board software. If the on-board software crashes, in most cases the software stores a CrashReport and restarts. If the software finds that the last shutdown was illegal, the software attempts to recover as follows:
If the software recovers, the application opens and functions. If the software finds that the last shutdown was illegal, on startup was illegal, on startup the software builds a ZSnap, which includes the CrashReport, stores the ZSnap in the temporary caes\System Snap folder, and sends the ZSnap to the office soon after startup.
If the software crashes and does not recover, resulting in a second crash, the application will not enter a crash loop. In effect, the software does not autostart if the software has restarted in the previous 60 seconds. The user can still access the CrashReport file through the display module even with the software off.In either case, the operator notifies the office and the office staff emails the CrashReport file or ZSnap file to the Terrain Site Champion. There is no error message sent to office.If the on-board software crashes and does not restart, the user can restart the onboard software but the software will not have created a ZSnap.About a CrashReport
If the on-board software crashes, the following files are automatically combined into a CrashReport package, stored in caes\CrashReports.
A screen shot
The caes\diag folder
A memory dumpOn startup, Terrain checks for the presence of a CrashReport. If found, Terrain creates a ZSnap and sends the ZSnap to the office. The ZSnap contains the following files:
caes\config
caes\data
caes\Minestar
caes\Persist
caes\snip
caes\temp
diagnostics.txt
MostCurrentDiag.txt - copy of the DiagMsgLog
Log.can
Log.cmr
Log.txt
ProgramLog.txt
operatingHours.txt
buttonPresses.txt
recording.MachinePositions
Settings.persist
YAMSlog.txt
Crashreport zipped fileThe user can also independently transfer the CrashReport to the office.To transfer the CrashReport to the machine\<Machine Number>\diags folder in the office software, use one of the following actions:Open d:\caes\CrashReports and locate the zipped file. The file name is in the form of a globally unique identifier (GUID) with a *.zip file type. Copy the file onto a USB memory module.Use FTP to transfer the CrashReport.zip file from the G610 display module to the office computer. For more information, Refer to Special Instruction, REHS2992, "Installation and Configuration of Cat®Terrain v 5.0 On-board Software", Transferring Files Using an FTP Client.About a ZSnap
If the on-board software crashes, at startup the on-board software creates a ZSnap package stored in caes\CrashReport. The ZSnap is used by software developers