Changes for page Reporting Issues
Last modified by michelk on 2021/09/09 20:55
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... ... @@ -46,7 +46,7 @@ 46 46 47 47 = Support Packages = 48 48 49 -iSymphony now allows administrators to create support packages which contain useful information about the system. Thesepackages areused byour support teamtoexpeditethetroubleshootingprocess. Creating ssupport package is easy, and can be done from the Administration Interface or the server command line.49 +iSymphony now allows administrators to create support packages which contain useful information about the system. Our support that our support staff can use to troubleshoot issues. Creating support packages is easy, and can be done from the Administration Interface or the server command line. 50 50 51 51 {{note}} 52 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 section below. ... ... @@ -72,132 +72,6 @@ 72 72 1. Click **Create**. 73 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 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 - 201 201 = Manual Collection = 202 202 203 203 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.