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Changes for page Reporting Issues

Last modified by michelk on 2021/09/09 20:55
From version 18.1
edited by michelk
on 2021/09/09 18:01
Change comment: Import
To version 17.1
edited by michaely
on 2021/09/09 18:01
Change comment: Import

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1 -XWiki.michelk
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1 -{{layout}}
2 -{{layout-section ac:type="two_right_sidebar"}}
3 -{{layout-cell}}
4 -This article outlines the procedure for reporting issues you experience with iSymphony, along with information that is required for our support staff to troubleshoot issues effectively. When reporting issues, providing as much information as possible can expedite issue resolution.
1 +
5 5  
6 -= Creating Tickets =
7 -
8 -All bug reports and issues should be reported via our [[Ticket System>>url:http://www.getisymphony.com/support||shape="rect"]].
9 -
10 -= Description =
11 -
12 -Make sure to include a detailed description of the bug/issue and what you were doing to cause it. Also include the time the bug occurred if possible. Be as detailed as possible.
13 -{{/layout-cell}}
14 -
15 -{{layout-cell}}
16 16  **//On this page~://**
17 17  
18 18  
19 19  
20 -{{toc maxLevel="2"/}}
21 -{{/layout-cell}}
22 -{{/layout-section}}
7 +{{toc/}}
23 23  
24 -{{layout-section ac:type="single"}}
25 -{{layout-cell}}
26 -= Transferring Files =
9 +This article outlines the procedure for reporting issues you experience with iSymphony, along with information that is required for our support staff to troubleshot issues effectively. When reporting issues, providing as much information as possible will expedite issue resolution.
27 27  
28 -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.
11 += Creating Tickets =
29 29  
30 -{{info}}
31 -Using SCP requires that you know the SSH login credentials for the server.
32 -{{/info}}
13 +All bug reports and issues should be reported via our [[Ticket System>>url:http://www.getisymphony.com/support||shape="rect"]].
33 33  
34 -== Windows ==
15 += Description =
35 35  
36 -To download files, via SCP, to a Windows machine, you can utilize the free application WinSCP ([[http:~~/~~/winscp.net/>>url:http://winscp.net/||shape="rect"]])
17 +Make sure to include a detailed description of the bug/issue and what you were doing to cause it. Also include the time the bug occurred if possible. Be as detailed as possible.
37 37  
38 -== Linux/OS X ==
19 += Logs =
39 39  
40 -To download files, via SCP, to a Linux or OS X machine, you can utilize the "scp" command.
21 +Include all log files from **/opt/isymphony3/server/log** in the ticket. You can make a archive of the logs via the following command.
41 41  
42 -{{code}}
43 -scp <ssh username>@<ip of server>:<path of file to download> <local file destination path>
44 -{{/code}}
45 -
46 -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.
47 -
48 -{{code}}
49 -scp root@192.168.1.1:/root/islogs.tar.gz /home/mike/Downloads
50 -{{/code}}
51 -
52 -Once executed, the command will prompt you for the root user password.
53 -
54 -= Support Packages =
55 -
56 -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.
57 -
58 -{{note}}
59 -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.
60 -{{/note}}
61 -
62 -== Creating Support Packages from the Administration Interface ==
63 -
64 -iSymphony provides an easy to use interface that allows administrators to create, and download, support packages directly from the Administration interface.
65 -
66 -{{note}}
67 -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
68 -{{/note}}
69 -
70 -1. Log into the Administration Interface. See [[doc:Connecting to the Administration Interface]].
71 -1. (((
72 -Select **Global Configuration** at the top right hand corner of the Administration Interface.
73 -
74 -{{info}}
75 -Only super Administrators have access to the Global Configuration section. See [[doc:Administrators]] for more information.
76 -{{/info}}
77 -)))
78 -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.
79 -1. Click **Create**.
80 -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.
81 -
82 -== Creating Support Packages from the Command Line ==
83 -
84 -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.
85 -
86 -1. Log into the server via SSH or a terminal.
87 -1. (((
88 -Run the following command:
89 -
90 90  {{code language="bash"}}
91 -/opt/isymphony3/server/support.sh
92 -{{/code}}
93 -
94 -{{info}}
95 -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.
96 -{{/info}}
97 -)))
98 -1. (((
99 -Once the script has generated the package it can be found in the following directory on the server:
100 -
101 -{{code}}
102 -/opt/isymphony3/server/support
103 -{{/code}}
104 -
105 -You will need to download the file from the server to your machine. See [[Transferring Files>>doc:||anchor="Transferring Files"]] above.
106 -)))
107 -
108 -== Package Options ==
109 -
110 -Details concerning what information is included with each package option can be found in the table below.
111 -
112 -|=(((
113 -Admin Option
114 -)))|=(((
115 -Script Flag
116 -)))|=(((
117 -Includes
118 -)))
119 -|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
120 -(((
121 -Application Logs
122 -)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
123 -(((
124 --l
125 -)))|(((
126 -* All files in the **/opt/isymphony3/server/log** directory. Excludes any archived (tar.gz) logs.
127 -)))
128 -|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
129 -(((
130 -Archived Logs
131 -)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
132 -(((
133 --a
134 -)))|(((
135 -* All archived log files (tar.gz) in the **/opt/isymphony3/server/log** directory.
136 -)))
137 -|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
138 -(((
139 -Thread Dump
140 -)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
141 -(((
142 --t
143 -)))|(((
144 -* Generates a dump of all active threads in the JVM instance and writes it to the **/opt/isymphony3/server/log/iSymphonyServer.out.log** file.
145 -
146 -{{note}}
147 -A thread dump will not be generated if the iSymphony server process is not running.
148 -{{/note}}
149 -
150 -{{note}}
151 -Application logs must be included in order to include the thread dump in the package.
152 -{{/note}}
153 -)))
154 -|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
155 -(((
156 -Environment Information
157 -)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
158 -(((
159 --e
160 -)))|(((
161 -* The process id of the running iSymphony server installation, if the server is running.
162 -* The **/opt/isymphony3/server/jvm.args** file. (JVM arguments)
163 -* The contents of** /proc/cpuinfo. **(Processor information)
164 -* The contents of **/proc/meminfo**. (Memory Information)
165 -* The results of running the command **free -m**. (Memory Information)
166 -* The results of running the **netstat -lanp** command. (Open socket information)
167 -* A snapshot of the **top** command. (Current running process information)
168 -* The results of running the **uname -a** command. (OS and architecture information)
169 -* The results of running the **java -version** command. (Java JRE information)
170 -)))
171 -|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
172 -(((
173 -Configuration Files
174 -)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
175 -(((
176 --c
177 -)))|(((
178 -* All configuration files in **/opt/isymphony3/server/conf**.
179 -)))
180 -|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
181 -(((
182 -PBX Configuration
183 -)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
184 -(((
185 --p
186 -)))|(((
187 -* The **manager.conf** or **manager_additional.conf** file. (Asterisk AMI connection information)
188 -* Results from running the command **asterisk -rx "core show version"**. (Asterisk version information)
189 -* Results from running the command **asterisk -rx "sip show peers"**. (Asterisk SIP peer information)
190 -* Results from running the command **asterisk -rx "pjsip show endpoints"**. (Asterisk PJSIP peer information)
191 -* Results from running the command **asterisk -rx "core show channels"**. (Asterisk active channel information)
192 -* Results from running the command **asterisk -rx "queue show"**. (Asterisk queue information)
193 -* Results from running the command **asterisk -rx "confbridge list"**. (Asterisk app_confbridge room information)
194 -* Results from running the command **asterisk -rx "meetme list"**. (Asterisk app_meetme room information)
195 -)))
196 -|(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
197 -(((
198 -Database Files
199 -)))|(% style="text-align: center;" %)(% style="text-align: center;" %)
200 -(((
201 --d
202 -)))|(((
203 -* iSymphony internal database files. (Call history, notification, and saved client session infomration)
204 -)))
205 -
206 -
207 -
208 -= Manual Collection =
209 -
210 -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.
211 -
212 -== Logs ==
213 -
214 -Include all log files from **/opt/isymphony3/server/log** in the ticket. You can make a archive of the logs via the following command.
215 -
216 -{{code language="bash"}}
217 217  tar -zcvf islogs.tar.gz /opt/isymphony3/server/log
218 218  {{/code}}
219 219  
220 -== Environment Information ==
27 += Environment Information =
221 221  
222 222  In many cases it is useful for our support team to know details of the hardware, OS, and JRE used to run iSymphony.
223 223  
224 -=== Operating System Details ===
31 +== Operating System Details ==
225 225  
226 226  You can acquire basic OS information by running the following command on your server's command line:
227 227  
... ... @@ -229,7 +229,7 @@
229 229  uname -a
230 230  {{/code}}
231 231  
232 -=== Hardware Details ===
39 +== Hardware Details ==
233 233  
234 234  The following commands can be used to acquire details about the hardware installed on the server:
235 235  
... ... @@ -241,7 +241,7 @@
241 241  free -m
242 242  {{/code}}
243 243  
244 -=== JRE Version ===
51 +== JRE Version ==
245 245  
246 246  The following command can be used to acquire the version of the JRE iSymphony is utilizing:
247 247  
... ... @@ -249,15 +249,6 @@
249 249  source /opt/isymphony3/server/config-vars.sh && ${JAVA_HOME}/bin/java -version
250 250  {{/code}}
251 251  
252 -= Heap Dumps =
253 -
254 -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 by the jmap utiltily.
255 -
256 -jmap's documentation can be found on the oracle web site: see: [[http:~~/~~/docs.oracle.com/javase/7/docs/technotes/tools/share/jmap.html>>url:http://docs.oracle.com/javase/7/docs/technotes/tools/share/jmap.html||shape="rect"]]
257 -
258 -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:
259 -[[http:~~/~~/debuginfo.centos.org/6/x86_64/>>url:http://debuginfo.centos.org/6/x86_64/||shape="rect"]]
260 -
261 261  = Extra Information For UI Issues =
262 262  
263 263  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.
... ... @@ -264,7 +264,7 @@
264 264  
265 265  1. First try a refresh of the page to see if that corrects the issue.
266 266  1. (((
267 -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.
65 +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.
268 268  
269 269  {{info}}
270 270  Remove the **?restartApplication** from the URL once you have used it or else subsequent page refreshing will restart the application.
... ... @@ -275,6 +275,3 @@
275 275  = Extra Information For FreePBX Module Issues =
276 276  
277 277  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 [[doc:FreePBX Module Administration]] for more information on how to acquire the module debug contents.
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279 -{{/layout-section}}
280 -{{/layout}}