Changes for page Reporting Issues

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

From 4.1 to 5.1 From 9.1 to 10.1

From version 5.1

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

Change comment: Import

To version 9.1

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

Change comment: Import

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@@ -6,6 +6,8 @@
  {{toc/}}
++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 can expedite issue resolution.
++
  = Creating Tickets =
  All bug reports and issues should be reported via our [[Ticket System>>url:http://www.getisymphony.com/support||shape="rect"]].
@@ -14,8 +14,194 @@
  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.
--= Logs =
++= Transferring Files =
++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.
++
++{{info}}
++Using SCP requires that you know the SSH login credentials for the server.
++{{/info}}
++
++== Windows ==
++
++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"]])
++
++== Linux/OS X ==
++
++To download files, via SCP, to a Linux or OS X machine, you can utilize the "scp" command.
++
++{{code}}
++scp <ssh username>@<ip of server>:<path of file to download> <local file destination path>
++{{/code}}
++
++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
++{{/code}}
++
++Once executed, the command will prompt you for the root user password.
++
++= Support Packages =
++
++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.
++
++{{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 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 in the package. The default selection is usually sufficient.
++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 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 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 result 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"}}
@@ -22,11 +22,11 @@
  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. Including the following information in support tickets may help expedite issue resolution.
++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:
@@ -34,7 +34,7 @@
  uname -a
  {{/code}}
--== Hardware Details ==
++=== Hardware Details ===
  The following commands can be used to acquire details about the hardware installed on the server:
@@ -46,7 +46,7 @@
  free -m
  {{/code}}
--== JRE Version ==
++=== JRE Version ===
  The following command can be used to acquire the version of the JRE iSymphony is utilizing:
@@ -54,13 +54,6 @@
  source /opt/isymphony3/server/config-vars.sh && ${JAVA_HOME}/bin/java -version
  {{/code}}
--
--\\
--
--
--
--
--
  = 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.

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