This document describes how to obtain diagnostic information from a TelePresence Server.
How do you obtain diagnostic information from a TelePresence Server?
There are several important pieces of information about your TelePresence Server that you might need to gather when you request support. This document explains how to obtain this information:
System logs and configuration
How do you determine what software version runs on your TelePresence Server?
Log into the TelePresence Server and go to Status. The software version and other information is shown in the System status section.
How do you obtain the diagnostic information from the TelePresence Server?
If the TelePresence Server has rebooted, go to Status and locate the Download file links in the Diagnostic information section. You should provide all of the downloaded .zip files if you contact customer support. The network capture file is only available on the master blade in a TelePresence Server cluster. If you experience problems but the TelePresence Server has not rebooted, review the event log for troubleshooting information (Logs > Event log).
How do you obtain the logs and configuration from your TelePresence Server?
If you ever experience difficulties when you connect TelePresence calls, customer support might ask you to supply an H.323/Session Initiation Protocol (SIP) log, an event log, and your configuration file. All three are provided in one file that you can download.
Note: H.323/SIP logging is not enabled by default, because of the high volume of information that would be captured. However, it is essential for the log to show the initial connection that is established, because the negotiation that happens at this stage might help to explain the behavior later on in the call. You must enable H.323/SIP logging and then reproduce the call.
Log into the TelePresence Server.
Go to Events > H.323/SIP log and click Enable H323/SIP logging.
Reproduce the failing call.
After you reproduce the issue, click Disable H323/SIP logging on the H.323/SIPlog page.
Go to the Status page, locate the System logs field, and click Download file.
The logs.zip file contains several log files and the configuration file.
Email this file to your support contact with an explanation of the problem and the steps you took to reproduce it.
How do you collect call statistics from the TelePresence Server?
Log into the TelePresence Server that hosts the conference and go to Conferences.
Click the conference that contains the call in which you are interested.
Click the participant whose statistics you must collect.