How to Send System Logs and or Diagnostics Files to the Halo Support Team

During troubleshooting, you may be asked to retrieve system or diagnostic log files and send them to Customer Support for further analysis.

You will need:

• Your Halo Collar
• A USB-C charging cable
• A PC or Mac

Preparing the Collar

Follow these steps to generate a diagnostic file:

1. Make sure the collar is ON
   • Press the power button once
   • The LED light will begin blinking
2. Observe or recreate the issue (if possible)
   • Hand-test the collar to capture the issue in the logs
3. Press the ON button once again (short press)
   • This creates a new diagnostic file in the collar system
4. Connect the collar to your computer using the USB-C cable
5. Turn the collar OFF to enter low power mode
   • Hold the power button for 5 seconds
   • The collar will vibrate three times, then release
   • This allows your computer to recognize the collar
6. Open File Explorer (Windows) or Finder (Mac)

• Your computer should detect a new device
• If it does not appear:
  • Perform a Hard Reset (hold the power button for 60 seconds)
  • Then try again

Important Notes for Device Recognition

Halo 3 Collar

• Ensure the charger is oriented correctly
  

Halo 4 Collar

• Ensure the magnetic adapter is oriented correctly
• The word “Halo” should be visible on the adapter when facing the front
  

Accessing and Sending Files

1. Locate the collar as a USB drive
   • Appears as D: or E: (Windows) or “noname” (Mac)
   • Double-click to open

• Inside, you will see folders such as:
  • log / logs
  • config
  • FW
  • sgee
  • diags

2. Attach the “Log” folder to your email

• Copy and paste the entire folder into your email reply
• If needed, attach only the most recent files

3. Attach the “Diags” folder

• Contains .json files
• When sending files:
  • Reply to your existing support ticket if you have one
  • If not, create a new ticket by emailing support@halocollar.com
  • If submitting logs for multiple collars:
    • Send separate emails for each collar
    • Include the collar’s serial number  in each message

4. Safely eject the collar from your computer
5. Turn the collar back on

• Press the power button once to resume normal use

Need Help?

If you need assistance during this process, please contact our support team.