Obtaining event, SIP and diagnostic logs on a TANDBERG AM gateway

Introduction

This article relates to Cisco TelePresence Advanced Media Gateway 3610.

Q. Obtaining event, SIP and diagnostic logs on a TANDBERG AM gateway

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

• Event logs

• SIP

• Diagnostic

Event logs

The last 2000 status messages generated by your AM gateway are displayed in the Event log page (Maintenance > 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 AM gateway, TANDBERG TAC can interpret logged messages and their significance for you.

To download an Event log:

1. Go to Maintenance > Logs > Events log.

2. Click Download as text.

3. Save the file.

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SIP logs

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

To download a SIP log:

1. Start with the endpoint and your AM gateway disconnected from each other. All calls that are not related to any problems should also be disconnected.

2. Go to Maintenance > Logs > SIP log.

   Note: It is essential for any SIP log to show the initial connection being established between the endpoint and the AM gateway, because the negotiation which happens at this stage explains the behavior of the devices later on in the call. A SIP log started part-way through an established call is not useful for troubleshooting.

3. Click Enable SIP logging.

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 Maintenance > Logs > SIP log page.

6. On the Maintenance > Logs > SIP log 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 SIP log is 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 SIP log.

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Diagnostic logs

To download a diagnostic log:

1. Go to Status > Status.

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