Support Services - What details should I report to Sangoma Technical Support for troubleshooting Asterisk issues?

For each issue related to undesired system behavior (a symptom), Sangoma Technical Support seeks to understand the symptom in context, and to determine its cause within the part of the system where Sangoma can change the outcome (Sangoma telephony card, DAHDI driver, LibPRI, and Asterisk chan_dahdi or codec_dahdi). Please provide the following details when reporting a Sangoma Technical Support case for your Asterisk-based implementation. If you have narrowed down the problem and can explain how you did so, you may omit irrelevant data collection. Not all information is necessary nor applicable for all symptoms.
 

1. Details common to all of Sangoma's Asterisk-related products:​

   • Asterisk software version. Please make sure that you are using the current release of a supported Asterisk version.

   • Describe the symptom, including the symptom as first observed by the end user, and the symptom as observed in DAHDI or Asterisk at first point of interaction with your Sangoma product.

   • What changed? Describe any recent changes to the Asterisk server configuration or network before the symptom was observed.

   • When did this symptom first occur? Has it ever worked?

   • If this is a new Asterisk server: Is it replacing an existing Asterisk server? Is it replacing or connecting to a legacy phone system?

   • Can you reproduce the symptom? If so, please list the steps you take in detail.

   • Frequency of the symptom:

     • Once

     • N times

     • Intermittent

     • Periodic, regular interval (e.g., once every 30 seconds; 2 of every 3 call attempts)

     • Continuously (every time)

     • Every time that event X happens

   • Describe the internal environment of the Asterisk server, especially any unique configuration, patches to Asterisk, or third-party software that interacts with Asterisk.

   • Describe the external environment: IP and telephony network connections to telecoms provider or other service providers, and to premises systems, such as legacy telephone system. Also, network management system, external call generator/distributor, or other systems that interact with the Asterisk server. Please provide a topology diagram in JPG, PNG, or PDF format, if available.

   • Describe the call path, including all inbound and outbound call legs: Where does each call originate? How does the call enter the Asterisk server? Where does the call go when it leaves the Asterisk server?

   • autosupport output, because it collects DAHDI and Asterisk configuration files, and because it aggregates the output of several primary and secondary utilities, including:

     • dmesg

     • dahdi_hardware

     • lspci -vvvb

     • lsmod

     • dmidecode

     • ps aux / ps -ef

     • DAHDI module parameters

2. Details common to all Sangoma telephony cards:

   • Serial number and revision of the Sangoma interface cards, from the stickers (labels) on the cards.

   • Serial number and revision of any Sangoma interface modules (FXO, FXS, VPM, etc.), from the stickers (labels) on the modules.

   • Asterisk full log with timestamps, collected while the symptom is occurring.

   • If the report is related to audio quality issues, dahdi_monitor captures must be provided.

   • When Sangoma T1/E1/J1 telephony cards are installed:

     • Asterisk full log with timestamps, including output of "pri set debug on span N" (or "pri set debug 2 span N" if the span appears to be down) for span N, when an outbound call is attempted and when an inbound call is attempted.

     • Results of patlooptest for 300 seconds, used as a pass/fail test to confirm normal operation or to demonstrate failure. (see https://sangomakb.atlassian.net/wiki/spaces/NC/pages/382566437 )

   • When Sangoma Analog cards are installed:

     • FXO Ports

       • Contents of file /etc/dahdi/fxotune.conf

       • DAHDI device driver debug messages ("debug=1 fxovoltage=1") with timestamps, when an inbound call is attempted.

       • Results of patlooptest for 300 seconds, with "digitalloopback=1" enabled. (https://sangomakb.atlassian.net/wiki/spaces/NC/pages/382566447 )

     • FXS Ports

       • Describe the observable symptoms when an analog telephone is connected to the corresponding port(s).

       • Linux console output, dahdi_monitor recording, and description of symptoms when relevant "fxstest" commands are run.

3. Details common to all SIP-enabled devices:

   1. Make, model and IP of the SIP end points connected to Asterisk.

   2. Packet capture in .pcap format showing the issue.

   3. IP of the Asterisk system.

   4. IP(s) of the Provider(s).

   5. Asterisk full log with timestamps, while the symptom is occurring, with sip debug enabled.

If you believe the symptom is the result of a hardware failure on a Sangoma product that is under warranty, please see https://sangomakb.atlassian.net/wiki/spaces/Salesforce/pages/397082714