If you experience difficulties when connecting certain endpoints to your Cisco acquired TANDBERG/Codian or Cisco TelePresence Serial Gateway Series unit, the Cisco TAC team may ask you to supply a log to illustrate the problem. There are four types of logs that Cisco TAC may ask for:
The last 2000 status messages generated by the unit 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 the product, Cisco TAC can interpret logged messages and their significance for you.
To download an Event log:
- Go to Logs > Events log.
- Click Download as text.
- Save the file.
The H.323 log page records every H.323 message received or transmitted from your Cisco acquired Codian / Cisco TelePresence Serial Gateway Series 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:
- Start with the endpoint and the unit disconnected from each other. All endpoints that are not related to any problems should also be disconnected.
- 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 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.
- Click Enable H.323 logging or Enable H.323/SIP logging depending on your product.
- Reproduce the issue to be investigated by Cisco TAC. Make sure that no unrelated calls are in progress while you do this to keep the log as clear as possible.
- 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.
- On the Logs > H.323 log or Logs > H.323/SIP logs page , click Download as XML.
- Save the resulting XML file.
This log can now be attached to the corresponding Cisco 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.
The process for downloading a SIP log is the same as that for H.323 logs detailed above. See H.323 logs for instructions.
To download a diagnostic log:
- Go to Status > General.
- Click Download diagnostic information.
- Save the file.
This file can now be emailed to Cisco TAC to aid troubleshooting.
This article applies to the following products:
- Cisco TelePresence IP GW 3500 / MSE IPGW blade
- Cisco TelePresence IP VCR 2200 / MSE VCR blade
- Cisco TelePresence ISDN GW 3200 and 3241 / MSE 8310 and 8321 ISDN blades
- Cisco TelePresence MCU 4200 / MSE 8420
- Cisco TelePresence MCU 4500
- Cisco TelePresence MSE 8050 Supervisor
- Cisco TelePresence MSE 8510 blade
- Cisco TelePresence Serial GW 3340 / MSE 8330 blade