If, while troubleshooting a connection issue, we suspect a potential issue with your Wi-Fi chip or another part of the collar, you may be asked to share a "diag" .json files/folder and send it to our Customer Support team, along with a System Log file, to be analyzed.

You will need your Halo Collar, the charging cable that came with your collar (or another USB-C cable), and a PC or Mac. 

If you need help during this process, you can get live, one-on-one assistance in the Halo Dog Park at halocollar.com/dogpark OR in the Halo app at Settings > Live Help.

Follow the steps below:

1. Make sure the collar is ON (press the ON button once and the Logo LED will start blinking)
2. Observe/re-create the issue in question, if possible.
3. Press the ON button once again (short press) to create a new diagnostic file in the collar file system.
4. Connect the collar to your computer with the USB-C cable.
5. Shut off the collar (5-second press of ON button; collar will vibrate and then let go of ON button; wait for Logo LED to stop flashing)
   
6. Open your “File Explorer" (Windows) or “Finder App” (Mac) on your computer. Note that there should be a variety of folders on the leftmost side.
7. You should see the collar appear as a USB “drive” in your File Explorer or Finder App (likely D: or E: on a PC or “noname” on a Mac). Double-click on the drive to open it. Inside, you will see folders named “log”, "logs", “config”, "FW", "sgee", and "diags".
8. Attach the "diags" folder which contains several .json files to your email reply to customer support. These files are not very large so the email should be able to handle all of the files being sent in the folder. If not then just attach the most recent files to the email.
9. Additionally, attach the "log" folder into your email reply alongside the diagnostic JSON folder/files.
   
   • If you already have an open ticket with Customer Support, send as a reply to that email
   • If you do not already have an open ticket, create one by sending an email to support@halocollar.com
   • If submitting logs for more than one collar, make sure to send each collar's log folders in separate replies with the serial number of that collar stated in the email. 
10. Resume using the collar by pressing the ON button to turn it on