Support personnel often need to collect log files from the IMG in order to troubleshoot a problem or issue that may have occurred. Within ClientView an object named "Support" can be created under the Dialogic IMG EMS object. Once the Support object is created then the ability to collect the log files is made very simple. When utilizing the Support object to collect the log files, all the log files created by the EMS will be compressed into one file and stored in the /opt/dialogic/common/zipfiles directory where it can be transferred or retrieved by a customer support personnel.
Accessing this Pane:
Dialogic IMG EMS -> Support
Maximum Support Objects:
1 object per IMG EMS
Related Topics:
ClientView Pane:
Field Descriptions:
FileName:
The Filename field by default is named whatever the configuration is named. The filename can be changed by clicking in the File Name field under User Specified and enter a different name or naming convention.
Directories to Collect:
This field allows the user to select from which directories the files will be collected from. When clicking in the User Specified box of the "Directories to collect" field a "Select Multiple Items" box will appear like below. From there the user can select which directories will be archived by holding the Ctrl button on keyboard and selecting the directories to collect. See Below.
Procedure:
In order to create the Support Object Pane simply right click on Dialogic IMG_EMS object and select New Support
A screen like the Support Default pane above will appear. The default name will be the name of the configuration as specified in the Configuration object. The filename can be changed by clicking on that field and typing a new name
Click on the Directories to collect field and a "Select Multiple Items" pop up will appear. select which directories you would like to collect and select OK. The Support object pane will now display your choices.
In order to create the archive file with all files from the selected directories one of the following can be done.
One way is to select the Collect Files button which is located under the Support object pane in Clientview.
The second way is to right click on the Support Object on the left side of ClientView pane and select "collect files"
Once one of the options is selected, the files are then transferred. The transferring of files will take approximately 20-30 seconds to fully transfer depending on the size of the files being transferred. A box like below will appear confirming that the files were transferred
These files will be created in the folder /opt/dialogic/common/zipfiles . The two files being created will have the following naming convention. If a support personnel have asked for these files, please send them. Support Personnel will use these files to troubleshoot any failures that may have occurred.
<FileName>_2007.10.29.13.29.31_DST.tar.out
<FileName>_2007.10.29.13.29.31_DST.tar.Z