Collecting logs and diagnostic information

Collecting General Debug Info

Follow the steps below before reporting any issue to Sangoma Support. This will provide logging, config and a wireshark trace for Sangoma Support to review. 

1) Log into the webUI and then go to Report → System Debug and click the Start Debug Capture button. Logging is now enabled. 

Open

2) Next go to Report→ Network Capture and click Start Trace. The wireshark trace is now running. 

Open

3) Reproduce the issue you are experiencing. Its best to reproduce the issue only once to make reviewing the logging easier for Sangoma Support. 

4) Once the issue has occurred then click the Stop Trace button. 

5) Then click the Download Trace button to save the wireshark trace on your computer. 

6) Then go to Report → System Debug and click the Stop Debug Capture button as shown below. 

7) Next click the Download Show Support and the Download debug dump button. Ensure both are clicked and both files are downloaded as both files are needed. 

8) Send in the following items to support. 

• Wireshark trace (Step #5) 

• Show Support (Step #7)

• Debug Dump (Step #7)

Advanced Logging

1. To enable debugging in your Vega Gateway, insert the following commands, one-by-one:

2. If possible try to collect PCAP of the issue call as well. Refer to Packet Capture 

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  • Please note that we can collect at max 5 MB size of pcap so not recommended to use for Load/Traffic time.

  • Applicable only for next gen vega gateways.

  • If issue is reproducible in single call then highly recommended to collect pcap.

3. Reproduce your issue now

4. Type the following two commands which will dump diagnostic information. Send the output of both of the following commands along with pcap (if possible) in two separate text files (each file for each command) to technical support          

               -> debug dump

              -> show support  

Audio issue Logging  - 

Refer to Diagnostics for audio issues 

Vega Gateway Reboot - 

1. Please look if there is core file present in the system
   If yes then scp the core file from Vega gateway to your local system and share with Sangoma Technical Support team. 
   
   Please note that  We will loose the core file If there is hard reboot or complete Vega gateway box reboot will occur. 

2. Enable Syslog in Vega to make sure we have syslog output/logging during Vega crash time. This will help us to identify scenario during which crash could happen

   1. "show support " output from Vega box.

                    Refer to Capturing Software Reboots 

SNMP Issues - 

DSP Failure  - 

• GUI is displaying DSP failure after an upgrade of Vega SW to 11.1 or 12.0. 

• Refer to DSP Failure Issue

Private Wire (PW) Issues - 

• Collect Show Support

  • Setup configuration

  • If its audio related issue then please collect the pcap as mentioned above.

    • To enable debugging in  Vega Gateway, insert the following commands one-by-one:

SNMP Issue

How to Run Commands in the WebGUI

1) Go to Configuration → Expert Config → CLI and then type in the command. Click SEND to execute the command. 

How to Run Commands via SSH/Telnet

1) You can use many telnet clients but if you do not have one already download PuTTY from http://www.chiark.greenend.org.uk/~sgtatham/putty/download.html

2) Open PuTTY and put the address of your system in the "Host Name" field, then select "Telnet" from the connection type. Once done click "Open" at the bottom. 

3) Log into the Vega using username/password. 

 4) Now run the command you would like to run. To copy all output from commands like show support, you can right click on the title bar and then click Copy All to Clipboard as shown below.