Brand:

• AMX

Affected Products:

• N2600 4K Series (specifically N2612S)

Summary:

• An issue was identified where users were unable to download encoder or decoder debug logs when running firmware version v1.7.7.  When attempting to initiate the log extraction via the device's web browser interface, the debug process would start running for a brief moment before reverting to an inactive state, rendering it impossible to pull critical files for system troubleshooting.
   
• Internal replication confirmed this defect was introduced in v1.7.7, while older iterations (such as v1.6.6) successfully allowed log collection. Engineering has resolved this bug in a hotfix release

Troubleshooting / Verification Steps:

• To diagnose and resolve the log collection failure:

1. Verify Current Firmware: Check the device web interface to see if the unit is on firmware version v1.7.7.
    
2. Replicate Behavior: Navigate to the Logs page using either standard HTTP or HTTPS. Click Start Debug Log.  If the status momentarily switches to running and then suddenly stops without completing, the system is exhibiting the known defect.
    
3. Deploy Firmware Fix: Update the affected encoder or decoder to the verified hotfix firmware (v1.8.5 or higher) or a newer official release baseline to restore full log download functionality.