- Preface
- Finding Troubleshooting Information for Cisco IPICS
- Troubleshooting Cisco IPICS Network Processes
- Troubleshooting the Cisco IPICS Server
- Troubleshooting Communication, Voice Quality and Other Equipment Issues
- Troubleshooting the IDC and Cisco Instant Connect
- Understanding the Cisco IPICS Logs
- Glossary
- Index
Cisco IPICS Troubleshooting Guide, Release 4.10
Bias-Free Language
The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
- Updated:
- December 14, 2016
Chapter: Understanding the Cisco IPICS Logs
Understanding the Cisco IPICS Logs
This chapter describes the logs that are available in Cisco IPICS, and how to retrieve and understand the information that is contained in the logs. The logs can help you to troubleshoot problems that may occur with Cisco IPICS and the IDC.
Understanding and Locating the Cisco IPICS Log Files
The Cisco IPICS log files contain information that can be used for auditing or tracking the usage of Cisco IPICS. The log files can also help you to determine the root cause of an error.
Table 6-1 lists the Cisco IPICS logs.
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Contains information about the Cisco IPICS web-based processes, including the tomcat service. The catalina.out file is located in the /root/tomcat/current/logs directory. |
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The Cisco IPICS activity logs store information about activities relating to channels, users, and VTGs. To download and view the information in the activity log in a Microsoft Excel spreadsheet format, log in to the Administration Console as the ipics user, navigate to the Administration > Activity Log Management > Logs window, and click Download Activity Logs. You can change the information that Cisco IPICS saves in the activity log by navigating to Administration > Activity Log Options. For more information about the activity log, see the “Performing Cisco IPICS System Administrator Tasks” chapter in Cisco IPICS Server Administration Guide for your Cisco IPICS release. |
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Provides CSA startup and shutdown history. The csalog file and the securitylog.txt file contain the logging information for CSA. |
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These files provide you with information about call signaling and Session Initiation Protocol (SIP) information for the policy engine. Cisco IPICS names the initial file Cisco001MIVR0001.log. Subsequent files are named Cisco001MIVR0002.log, Cisco001MIVR0003.log, and so on. You configure the size of each Cisco nnn MIVR nnnn.log file, the total number of files that Cisco IPICS retains, and the information that Cisco IPICS logs in these files, by navigating to Policy Engine > Dial Engine > Control Center > Tracing in the Administration Console and changing the information in the Trace File Configuration and Trace Settings areas. To download and view the Cisco001MIVR0001.log file, log in to the Administration Console as the ipics user, navigate to the Policy Engine > Dial Engine > Status window and click SIP Subsystem or Policy Engine Subsystem ; then, click Cisco001MIVR0001.log. To download and view subsequent log files, navigate to the SIP subsystem or Policy Engine Subsystem window and click on the Cisco nnn MIVR nnnn.log file that you want to view. The Cisco nnn MIVR nnnn.log files are located in the /opt/cisco/ippe/log/MIVR directory. |
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These files provide you with error and status information for the cluster view daemon (CVD) component of the policy engine. The CVD is the node manager for the policy engine and is responsible for managing the startup process for the Cisco IPICS dial engine service. Cisco IPICS names the initial file Cisco001MVCD0001.log. Subsequent files are named Cisco001MVCD0002.log, Cisco001MVCD0003.log, and so on. To download and view the Cisco001MVCD0001.log file, log in to the Administration Console as the ipics user, navigate to the Policy Engine > Control Center > Status > Cluster View Daemon window, and click Cisco001MVCD0001.log. To download and view subsequent log files, navigate to the SIP subsystem or Policy Engine Subsystem window and click on the Cisco nnn MVCD nnnn.log file that you want to view. The Cisco nnn MVCD nnnn.log files are located in the /opt/cisco/ippe/log/MVCD directory. |
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Contains records of the database backup and restore operations. To download and view the db-maintenance.log file, log in to the Administration Console as the ipics user, navigate to the Administration > Database Management > Log window and click Download. The db-maintenance.log file is located in the /opt/cisco/ipics/database/logs directory. For more information about the db-maintenance.log file, see the “Performing Cisco IPICS Database Backup and Restore Operations” chapter in Cisco IPICS Server Administration Guide for your Cisco IPICS release. |
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A compressed file that contains archived data from previous db-maintenance.log daily log files. You can download the dbm_log_archive.log.gz file and save it to your PC by clicking the Download button in the Administration > Database Management > Log window. Once you download the files to your PC, you can view them as a text file. The dbm_log_archive.log.gz file is located in the /opt/cisco/ipics/database/logs directory. For more information about this archive file, see the “Performing Cisco IPICS Database Backup and Restore Operations” chapter in Cisco IPICS Server Administration Guide for your Cisco IPICS release. |
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Contains messages that are related to the database subsystem, and is located in the /opt/cisco/ipics/database/logs directory. |
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The driverManager log files contain policy engine-specific information for the media that are associated with each call. To configure the level of detail that the driverManager logs capture, navigate to the Policy Engine > Control Center > Tracing window in the Administration Console and check or uncheck the LIB_MEDIA check boxes. Cisco IPICS sets the size and total number of driverManager files; you cannot change these settings. When a log file reaches the configured maximum size, Cisco IPICS closes that log file and creates a new empty log file, and increments the number of the new log file by one. The driverManager n.log files are located in the /opt/cisco/ippe/log/MIVR directory. |
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Shows details about the Cisco IPICS operating system installation, including the packages that were installed and any errors that occurred during the installation. |
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Contains messages regarding all transactions that occur in the Cisco IPICS server. For example, this file contains information about the tomcat service, policy engine entries, or external notifications. The information that is contained in this log file can help you to troubleshoot problems that you might encounter with Cisco IPICS. Each message is marked with a severity level. There are seven severities, from TRACE to FATAL. By default, the ipics.log file captures all logging from the INFO to the FATAL level. You can view recent system logs in the Serviceability > System Logs window of the Administration Console. To download and view the information in the ipics.log, navigate to the Serviceability > System Logs window and click Download. For more information about accessing and downloading the ipics.log file, see the “Understanding Cisco IPICS Serviceability and Diagnostic Information” chapter in Cisco IPICS Server Administration Guide for your Cisco IPICS release. The ipics.log file is located in the /root/tomcat/current/logs directory. |
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Records user activity. This activity includes successful and unsuccessful attempts by users to log in to the server, and actions that Cisco IPICS users perform when they are logged in to the Administration Console. The ipics_audit.log file is located in the /root/tomcat/current/logs directory. |
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Shows details of the Cisco IPICS server software installation, including the packages that were installed, the user names that were created, and any errors that occurred during the installation. The install.log file is located in the / var/opt/CSCOipics/run/ yyyymmddhhmmss /ipics-install-log.txt directory, yyyymmddhhmmss represents the date and time that you performed the server software installation. |
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Collects information for IDC users. Cisco IPICS updates the log file when IDC users log in and log out, or when users update their IDCs. The ipics_idc.log file is located in the /root/tomcat/current/logs directory. Note To retrieve additional IDC data for a user, you can upload logging information from a IDC to the server. For more information, see the “Generating and Modifying the IDC Log Levels” section. |
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Collects log data for the RMS components that are part of the Cisco IPICS system. The ipics_rms.log file is located in the /root/tomcat/current/logs directory. |
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Contains information regarding Cisco IPICS licenses and the license manager, which is the component that manages the licenses. Cisco IPICS logs any actions that the license manager performs in the lmgrd.log file. You can download and view the lmgrd.log file by accessing the Administration Console as the ipics user, then navigating to the Serviceability > Diagnostics window and clicking Download Diagnostic Results. You receive a zipped file that contains the lmgrd.log and ipics.log files, along with the information that displays in the Diagnostics window. The lmgrd.log file is located in the /opt/cisco/ipics/license/versions/ ipics_version /logs directory. |
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Records Network Time Protocol (NTP) configuration-related information. The netsetup.log file is located in the /var/log directory. Note You configure NTP by entering the ntpsetup command. For more information, see the “Configuring NTP on the Cisco IPICS Server with the ntpsetup Tool” section. |
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Contains the latest diagnostic summary information for Cisco IPICS. The tacout file is located in the /root/tomcat/current/logs directory. For more information about the tacout file, including instructions for downloading this file, see the “Understanding Cisco IPICS Serviceability and Diagnostic Information” chapter in Cisco IPICS Server Administration Guide for your Cisco IPICS release. |
Generating and Modifying the IDC Log Levels
The IDC application generates logs that can help you analyze user activity and troubleshoot problems that you may encounter when you use the application. The IDC writes the logs to the hard disk of the IDC client machine, so that the application can continue logging if the communication to the server is disrupted.
From the Administration Console, you can modify the IDC log settings in the User Management > Users > Username > IDC tab. For more information about setting and modifying the log settings, see the “Performing Cisco IPICS Operator Tasks” chapter in Cisco IPICS Server Administration Guide for your Cisco IPICS release.
You can download activity logs for IDC users in the Administration > Activity Log Management > Logs tab of the Administration Console. The information that you download includes details about user associations to channels and VTGs, channel activation activities, and conference participation. You configure the activity logs to capture the IDC information in the Administration > Activity Log Options window. For information about the activity logs, see the “Performing Cisco IPICS System Administrator Tasks” chapter in Cisco IPICS Server Administration Guide for your Cisco IPICS release.
This section contains the following topics:
Understanding IDC Debug Log Information
Cisco IPICS organizes the DebugLog.txt data fields into three categories: User Interface, Signaling, and Media. These data fields are then divided into three logging levels, so that you can capture more precisely the debugging information that you need. The Debug Log categories contain the following information:
- User Interface—These fields provide information about aspects of the user interface for the IDC. The category includes everything that the user can see on the IDC application, such as the buttons and volume controls. The User Interface category also includes information for debugging communication problems with the Cisco IPICS server.
Table 6-2 describes the information that Cisco IPICS gathers, by log level:
- Signaling—The Signaling category includes fields that provide information about the starting and stopping of voice channels. You would turn Signaling on when a user is not able to activate or deactivate a IDC channel.
Table 6-3 describes the information that Cisco IPICS reports by signaling levels.
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Messages at these log levels describe issues with the high level state machines. |
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- Media—These fields involve items related to the voice stream, such as the packets and the codecs that handle the data between end points. You would use Media information to diagnose any voice quality problem.
Table 6-4 describes the type of information you can gather with the Media log levels.
Using the Debugging Log Level
When you choose to begin logging debug information for a IDC user, you select one or more of the information categories, each of which includes a list of debugging fields. You choose the category and logging level as it corresponds to the fields that you want to capture in the log.
Table 6-5 shows the fields that are included in each logging level.
The log levels for each category are cumulative. If you choose the Medium level for a category, the IDC writes Low- and Medium-level logs into the DebugLog.txt file. When you set the logging to High, you capture all the fields for that category.
Tip
Always start debugging by collecting Low-level log data, which may provide all of the data that you require. Using this setting allows you to gather several days of log activity without filling the hard disk of the IDC client machine. If you cannot locate the cause of the problem, you can next set the logging to Medium or High.
Use the High level only for short durations. If you use the High level, you should closely monitor the hard drive of the user IDC client machine so that the High-level logs do not overwhelm the client hard drive or degrade the performance of the IDC.
Because of the large amount of information that the system collects and generates when you set all of the debug options, Cisco recommends that you use debug logging only to isolate specific problems. When you complete your debugging tasks, be sure to turn off debug logging by clearing the debug log.
Table 6-5 lists the debug categories, and the fields and log levels that are associated with each category.
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