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32	32
33	33	To download files, via SCP, to a Linux or OS X machine, you can utilize the "scp" command.
34	34
35		-{{code}}
	35	+{{code language="bash"}}
36	36	scp <ssh username>@<ip of server>:<path of file to download> <local file destination path>
37	37	{{/code}}
38	38
39	39	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.
40	40
41		-{{code}}
42		-scp root@192.168.1.1:/root/islogs.tar.gz /home/mike/Downloads
	41	+{{code language="bash"}}
	42	+scp root@192.168.1.1:/root/islogs.tar.gz /ho me/mike/Downloads
43	43	{{/code}}
44	44
45	45	Once executed, the command will prompt you for the root user password.
46	46
47		-= Support Packages =
	47	+= Logs =
48	48
49		-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 s support package is easy, and can be done from the Administration Interface or the server command line.
50		-
51		-{{note}}
52		-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>>doc:||anchor="Manual Collection"]]section below.
53		-{{/note}}
54		-
55		-== Creating Support Packages from the Administration Interface ==
56		-
57		-iSymphony provides an easy to use interface that allows administrators to create, and download, support packages directly from the Administration interface.
58		-
59		-{{note}}
60		-If you cannot access the Administration interface, due to issues with the application, see Creating Support Packages from the Command Line below
61		-{{/note}}
62		-
63		-1. Log into the Administration Interface. See [[doc:Connecting to the Administration Interface]].
64		-1. (((
65		-Select **Global Configuration** at the top right hand corner of the Administration Interface.
66		-
67		-{{info}}
68		-Only super Administrators have access to the Global Configuration section. See [[doc:Administrators]] for more information.
69		-{{/info}}
70		-)))
71		-1. Under **Create Support Package**, select the information you wish to be included in in the package. The default selection is usually sufficient.
72		-1. Click **Create**.
73		-1. 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.
74		-
75		-== Creating Support Packages from the Command Line ==
76		-
77		-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.
78		-
79		-1. Log into the server via SSH or a terminal.
80		-1. (((
81		-Run the following command:
82		-
83		-{{code language="bash"}}
84		-/opt/isymphony3/server/support.sh
85		-{{/code}}
86		-
87		-{{info}}
88		-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.
89		-{{/info}}
90		-)))
91		-1. (((
92		-Once the script has generated the package it can be found in the following directory on the server:
93		-
94		-{{code}}
95		-/opt/isymphony3/server/support
96		-{{/code}}
97		-
98		-You will need to download the file from the server to your machine. See Transferring Files above.
99		-)))
100		-
101		-== Package Options ==
102		-
103		-Details concerning what information is included with each package option can be found in the table below.
104		-
105		-|=(((
106		-Admin Option
107		-)))|=(((
108		-Script Flag
109		-)))|=(((
110		-Includes
111		-)))
112		-|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
113		-(((
114		-Application Logs
115		-)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
116		-(((
117		--l
118		-)))|(((
119		-* All files in the **/opt/isymphony3/server/log** directory. Excludes any archived (tar.gz) logs.
120		-)))
121		-|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
122		-(((
123		-Archived Logs
124		-)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
125		-(((
126		--a
127		-)))|(((
128		-* All archived log files (tar.gz) in the **/opt/isymphony3/server/log** directory.
129		-)))
130		-|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
131		-(((
132		-Thread Dump
133		-)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
134		-(((
135		--t
136		-)))|(((
137		-* Generates a dump of all active threads in the JVM instance and writes it to the **/opt/isymphony3/server/log/iSymphonyServer.out.log** file.
138		-
139		-{{note}}
140		-A thread dump will not be generated if the iSymphony server process is not running.
141		-{{/note}}
142		-
143		-{{note}}
144		-Application logs must be included in order to include the thread dump in the package.
145		-{{/note}}
146		-)))
147		-|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
148		-(((
149		-Environment Information
150		-)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
151		-(((
152		--e
153		-)))|(((
154		-* The process id of the running iSymphony server installation, if the server is running.
155		-* The **/opt/isymphony3/server/jvm.args** file. (JVM arguments)
156		-* The contents of** /proc/cpuinfo. **(Processor information)
157		-* The contents of **/proc/meminfo**. (Memory Information)
158		-* The results of running the command **free -m**. (Memory Information)
159		-* The results of running the **netstat -lanp** command. (Open socket information)
160		-* A snapshot of the **top** command. (Current running process information)
161		-* The results of running the **uname -a** command. (OS and architecture information)
162		-* The result of running the **java -version** command. (Java JRE information)
163		-)))
164		-|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
165		-(((
166		-Configuration Files
167		-)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
168		-(((
169		--c
170		-)))|(((
171		-* All configuration files in **/opt/isymphony3/server/conf**.
172		-)))
173		-|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
174		-(((
175		-PBX Configuration
176		-)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
177		-(((
178		--p
179		-)))|(((
180		-* The **manager.conf** or **manager_additional.conf** file. (Asterisk AMI connection information)
181		-* Results from running the command **asterisk -rx "core show version"**. (Asterisk version information)
182		-* Results from running the command **asterisk -rx "sip show peers"**. (Asterisk SIP peer information)
183		-* Results from running the command **asterisk -rx "pjsip show endpoints"**. (Asterisk PJSIP peer information)
184		-* Results from running the command **asterisk -rx "core show channels"**. (Asterisk active channel information)
185		-* Results from running the command **asterisk -rx "queue show"**. (Asterisk queue information)
186		-* Results from running the command **asterisk -rx "confbridge list"**. (Asterisk app_confbridge room information)
187		-* Results from running the command **asterisk -rx "meetme list"**. (Asterisk app_meetme room information)\\
188		-)))
189		-|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
190		-(((
191		-Database Files
192		-)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
193		-(((
194		--d
195		-)))|(((
196		-* iSymphony internal database files. (Call history, notification, and saved client session infomration)
197		-)))
198		-
199		-
200		-
201		-= Manual Collection =
202		-
203		-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.
204		-
205		-== Logs ==
206		-
207	207	Include all log files from **/opt/isymphony3/server/log** in the ticket. You can make a archive of the logs via the following command.
208	208
209	209	{{code language="bash"}}
...	...	@@ -210,11 +210,11 @@
210	210	tar -zcvf islogs.tar.gz /opt/isymphony3/server/log
211	211	{{/code}}
212	212
213		-== Environment Information ==
	55	+= Environment Information =
214	214
215	215	In many cases it is useful for our support team to know details of the hardware, OS, and JRE used to run iSymphony.
216	216
217		-=== Operating System Details ===
	59	+== Operating System Details ==
218	218
219	219	You can acquire basic OS information by running the following command on your server's command line:
220	220
...	...	@@ -222,7 +222,7 @@
222	222	uname -a
223	223	{{/code}}
224	224
225		-=== Hardware Details ===
	67	+== Hardware Details ==
226	226
227	227	The following commands can be used to acquire details about the hardware installed on the server:
228	228
...	...	@@ -234,7 +234,7 @@
234	234	free -m
235	235	{{/code}}
236	236
237		-=== JRE Version ===
	79	+== JRE Version ==
238	238
239	239	The following command can be used to acquire the version of the JRE iSymphony is utilizing:
240	240