In most cases, support representatives will require files from your server in order to troubleshoot issues. You can utilize SCP to download the files onto your personal machine. Once the files are on your personal machine, you can attach them in a new ticket or in a reply to an existing ticket.
Using SCP requires that you know the SSH login credentials for the server.
To download files, via SCP, to a Windows machine, you can utilize the free application WinSCP (http://winscp.net/)
To download files, via SCP, to a Linux or OS X machine, you can utilize the "scp" command.
For Example, the following command will download the file /root/islogs.tar.gz from the server at 192.168.1.1, to the /home/mike/Downloads directory on your local machine.
Once executed, the command will prompt you for the root user password.
iSymphony now allows administrators to create support packages which contain useful information about the system. These packages are used by our support team to expedite the troubleshooting process. Creating a support package is easy, and can be done from the Administration Interface or the server command line.
The ability to create support packages is only available in iSymphony 3.3+. If you are using a version of iSymphony prior to 3.3, see the Manual Collection section below.
Creating Support Packages from the Administration Interface
iSymphony provides an easy to use interface that allows administrators to create, and download, support packages directly from the Administration interface.
If you cannot access the Administration interface, due to issues with the application, see Creating Support Packages from the Command Line below
- Log into the Administration Interface. See Connecting to the Administration Interface.
Select Global Configuration at the top right hand corner of the Administration Interface.
Only super Administrators have access to the Global Configuration section. See Administrators for more information.
- Under Create Support Package, select the information you wish to be included in the package. The default selection is usually sufficient. See Package Options below for more detail on what each option includes in the package.
- Click Create.
- Once the package has been created you can use the Download button to download the package to your system, and attach it to a support ticket.
Creating Support Packages from the Command Line
If you are unable to access the Administration Interface, you can create support packages from the server command line by executing the support.sh script. You can specify several parameters to tell the script which pieces of information to include in the package.
- Log into the server via SSH or a terminal.
Run the following command:
The above command will package all information. If you wish to specify the information that is included in the package you can use the flags specified in the Package Options section below.
Once the script has generated the package it can be found in the following directory on the server:
You will need to download the file from the server to your machine. See Transferring Files above.
Details concerning what information is included with each package option can be found in the table below.
|Admin Option||Script Flag||Includes|
A thread dump will not be generated if the iSymphony server process is not running.
Application logs must be included in order to include the thread dump in the package.
If you are using a version of iSymphony prior to 3.3, you can use the following instructions to collect system information to report to the iSymphony support team.
Include all log files from /opt/isymphony3/server/log in the ticket. You can make a archive of the logs via the following command.
In many cases it is useful for our support team to know details of the hardware, OS, and JRE used to run iSymphony.
Operating System Details
You can acquire basic OS information by running the following command on your server's command line:
The following commands can be used to acquire details about the hardware installed on the server:
The following command can be used to acquire the version of the JRE iSymphony is utilizing:
In certain circumstances our support team may ask for a heap dump. This dump allows us to inspect the memory of your iSymphony application. Heap dumps can be created with the jmap utiltily.
jmap's documentation can be found on the oracle web site: see: http://docs.oracle.com/javase/7/docs/technotes/tools/share/jmap.html
If you are using OpenJDK (as bundle with e.g. FreePBX) you will need to install openjdk-debuginfo. For FreePBX (Centos based) the version of debug info can be downloaded here:
Extra Information For UI Issues
If you encounter a bug/issue with display in the client or administrator (i.e. UI not drawing correctly, phone state not showing what it should, ect.) Try the following steps to attempt to correct it. Please included which step, if any, resolved the issue in your issue report. This will give us a general idea of where the issue exists in the Application.
- First try a refresh of the page to see if that corrects the issue.
If the refresh does not work try a restart of the client application by appending ?restartApplication to the end of the URL and hitting enter.
Remove the ?restartApplication from the URL once you have used it or else subsequent page refreshing will restart the application.
- If a refresh and a client application restart does not fix the issue try a restart of the iSymphony server.
Extra Information For FreePBX Module Issues
If you are using the iSymphony FreePBX Module and you are having issues with configuration syncing between the iSymphony FreePBX Module and the iSymphony Server you will want to add the module debug information to your ticket. See FreePBX Module Administration for more information on how to acquire the module debug contents.