Changes for page Reporting Issues

Last modified by michelk on 2021/09/09 20:55

From 12.1 to 13.1 From 16.1 to 17.1

From version 13.1

edited by michaely
on 2021/09/09 18:01

Change comment: Import

To version 16.1

edited by michaely
on 2021/09/09 18:01

Change comment: Import

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@@ -39,171 +39,13 @@
  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.
  {{code}}
--scp root@192.168.1.1:/root/islogs.tar.gz /home/mike/Downloads
++scp root@192.168.1.1:/root/islogs.tar.gz /ho	me/mike/Downloads
  {{/code}}
  Once executed, the command will prompt you for the root user password.
--= Support Packages =
++= Logs =
--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.
--
--{{note}}
--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.
--{{/note}}
--
--== 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.
--
--{{note}}
--If you cannot access the Administration interface, due to issues with the application, see [[Creating Support Packages from the Command Line>>doc:||anchor="Creating Support Packages from the Command Line"]]below
--{{/note}}
--
--1. Log into the Administration Interface. See [[doc:Connecting to the Administration Interface]].
--1. (((
--Select **Global Configuration** at the top right hand corner of the Administration Interface.
--
--{{info}}
--Only super Administrators have access to the Global Configuration section. See [[doc:Administrators]] for more information.
--{{/info}}
--)))
--1. Under **Create Support Package**, select the information you wish to be included in the package. The default selection is usually sufficient. See [[Package Options>>doc:||anchor="Package Options"]] below for more detail on what each option includes in the package.
--1. Click **Create**.
--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.
--
--== 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.
--
--1. Log into the server via SSH or a terminal.
--1. (((
--Run the following command:
--
--{{code language="bash"}}
--/opt/isymphony3/server/support.sh
--{{/code}}
--
--{{info}}
--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>>doc:||anchor="Package Options"]]section below.
--{{/info}}
--)))
--1. (((
--Once the script has generated the package it can be found in the following directory on the server:
--
--{{code}}
--/opt/isymphony3/server/support
--{{/code}}
--
--You will need to download the file from the server to your machine. See [[Transferring Files>>doc:||anchor="Transferring Files"]]above.
--)))
--
--== Package Options ==
--
--Details concerning what information is included with each package option can be found in the table below.
--
--|=(((
--Admin Option
--)))|=(((
--Script Flag
--)))|=(((
--Includes
--)))
--|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
--(((
--Application Logs
--)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
--(((
---l
--)))|(((
--* All files in the **/opt/isymphony3/server/log** directory. Excludes any archived (tar.gz) logs.
--)))
--|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
--(((
--Archived Logs
--)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
--(((
---a
--)))|(((
--* All archived log files (tar.gz) in the **/opt/isymphony3/server/log** directory.
--)))
--|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
--(((
--Thread Dump
--)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
--(((
---t
--)))|(((
--* Generates a dump of all active threads in the JVM instance and writes it to the **/opt/isymphony3/server/log/iSymphonyServer.out.log** file.
--
--{{note}}
--A thread dump will not be generated if the iSymphony server process is not running.
--{{/note}}
--
--{{note}}
--Application logs must be included in order to include the thread dump in the package.
--{{/note}}
--)))
--|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
--(((
--Environment Information
--)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
--(((
---e
--)))|(((
--* The process id of the running iSymphony server installation, if the server is running.
--* The **/opt/isymphony3/server/jvm.args** file. (JVM arguments)
--* The contents of** /proc/cpuinfo. **(Processor information)
--* The contents of **/proc/meminfo**. (Memory Information)
--* The results of running the command **free -m**. (Memory Information)
--* The results of running the **netstat -lanp** command. (Open socket information)
--* A snapshot of the **top** command. (Current running process information)
--* The results of running the **uname -a** command. (OS and architecture information)
--* The results of running the **java -version** command. (Java JRE information)
--)))
--|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
--(((
--Configuration Files
--)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
--(((
---c
--)))|(((
--* All configuration files in **/opt/isymphony3/server/conf**.
--)))
--|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
--(((
--PBX Configuration
--)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
--(((
---p
--)))|(((
--* The **manager.conf** or **manager_additional.conf** file. (Asterisk AMI connection information)
--* Results from running the command **asterisk -rx "core show version"**. (Asterisk version information)
--* Results from running the command **asterisk -rx "sip show peers"**. (Asterisk SIP peer information)
--* Results from running the command **asterisk -rx "pjsip show endpoints"**. (Asterisk PJSIP peer information)
--* Results from running the command **asterisk -rx "core show channels"**. (Asterisk active channel information)
--* Results from running the command **asterisk -rx "queue show"**. (Asterisk queue information)
--* Results from running the command **asterisk -rx "confbridge list"**. (Asterisk app_confbridge room information)
--* Results from running the command **asterisk -rx "meetme list"**. (Asterisk app_meetme room information)\\
--)))
--|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
--(((
--Database Files
--)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
--(((
---d
--)))|(((
--* iSymphony internal database files. (Call history, notification, and saved client session infomration)
--)))
--
--
--
--= Manual Collection =
--
--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.
--
--== Logs ==
--
  Include all log files from **/opt/isymphony3/server/log** in the ticket. You can make a archive of the logs via the following command.
  {{code language="bash"}}
@@ -210,11 +210,11 @@
  tar -zcvf islogs.tar.gz /opt/isymphony3/server/log
  {{/code}}
--== Environment Information ==
++= Environment Information =
  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 ===
++== Operating System Details ==
  You can acquire basic OS information by running the following command on your server's command line:
@@ -222,7 +222,7 @@
  uname -a
  {{/code}}
--=== Hardware Details ===
++== Hardware Details ==
  The following commands can be used to acquire details about the hardware installed on the server:
@@ -234,7 +234,7 @@
  free -m
  {{/code}}
--=== JRE Version ===
++== JRE Version ==
  The following command can be used to acquire the version of the JRE iSymphony is utilizing:

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