Obtaining event, H.323, SIP and diagnostic logs on a TANDBERG Codian product

Introduction

This article relates to the Cisco TelePresence MCU 4203, Cisco TelePresence MCU MSE 8420, Cisco TelePresence IP VCR 2210, Cisco TelePresence VCR MSE 8220, Cisco TelePresence ISDN GW 3241, Cisco TelePresence ISDN GW MSE 8321, Cisco TelePresence IP GW 3510, Cisco TelePresence MCU 4505, Cisco TelePresence Supervisor MSE 8050 and Cisco TelePresence MCU MSE 8510 products.

Q. Obtaining event, H.323, SIP and diagnostic logs on a TANDBERG Codian product

A. If you ever experience difficulties when connecting certain endpoints to your Codian unit, the TANDBERG TAC team may ask you to supply a log to illustrate the problem. There are four types of logs on a TANDBERG Codian product that TANDBERG TAC may ask for:

• Event logs

• H.323

• SIP

• Diagnostic

Event logs

The last 2000 status messages generated your Codian product are displayed in the Event log page (Logs > Event log). In general these messages are provided for information, and occasionally Warnings or Errors may be shown in the Event log. The presence of such messages is not cause for concern necessarily; if you are experiencing a specific problem with the operation or performance of your Codian product, TANDBERG TAC can interpret logged messages and their significance for you.

To download an Event log:

1. Go to Logs > Events log.

2. Click Download as text.

3. Save the file.

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H.323 logs

The H.323 log page records every H.323 message received or transmitted from your Codian product. The log can be exported in an .xml file. H.323 logging is disabled by default as it may affect performance.

To download a H.323 log:

1. Start with the endpoint and your Codian product disconnected from each other. All endpoints that are not related to any problems should also be disconnected.

2. Go to Logs > H.323 log or Logs > H.323/SIP logs depending on your product.Note: It is essential for any H.323 or SIP log to show the initial connection being established between the endpoint and the Codian unit, because the negotiation which happens at this stage explains the behavior of the two devices later on in the call. An H.323 or SIP log started part-way through an established call is not useful for troubleshooting.

3. Click Enable H.323 logging or Enable H.323/SIP logging depending on your product.

4. Reproduce the issue to be investigated by TANDBERG TAC. Make sure that no unrelated calls are in progress while you do this to keep the log as clear as possible.

5. After the issue has been reproduced, click Disable logging on the Logs > H.323 log or Logs > H.323/SIP logs page depending on your product.

6. On the Logs > H.323 log or Logs > H.323/SIP logs page , click Download as XML.

7. Save the resulting XML file.

   This log can now be attached to the corresponding TANDBERG TAC case, along with corresponding event logs, and IP address of the significant devices.

   Note: The H.323 and SIP logs are not the same as the Event log. The last 2000 event messages generated by your product are displayed in the Event log page. Event messages are not the same as the signaling messages captured in the H.323/SIP log.

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SIP logs

The process for downloading a SIP log is the same as that for H.323 logs detailed above. See H.323 logs for instructions.

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Diagnostic logs

To download a diagnostic log:

1. Go to Status > General.

2. Click Download diagnostic information.

3. Save the file.

   This file can now be emailed to TANDBERG TAC to aid troubleshooting.

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Related Information

• Technical Support & Documentation - Cisco Systems