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Changes for page Reporting Issues

Last modified by michelk on 2021/09/09 20:55
From version 7.1
edited by michaely
on 2021/09/09 18:01
Change comment: Import
To version 12.1
edited by michaely
on 2021/09/09 18:01
Change comment: Import

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... ... @@ -32,20 +32,178 @@
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 language="bash"}}
35 +{{code}}
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 language="bash"}}
42 -scp root@192.168.1.1:/root/islogs.tar.gz /ho me/mike/Downloads
41 +{{code}}
42 +scp root@192.168.1.1:/root/islogs.tar.gz /home/mike/Downloads
43 43  {{/code}}
44 44  
45 45  Once executed, the command will prompt you for the root user password.
46 46  
47 -= Logs =
47 += Support Packages =
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 a 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>>doc:||anchor="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 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.
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>>doc:||anchor="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>>doc:||anchor="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 +
49 49  Include all log files from **/opt/isymphony3/server/log** in the ticket. You can make a archive of the logs via the following command.
50 50  
51 51  {{code language="bash"}}
... ... @@ -52,11 +52,11 @@
52 52  tar -zcvf islogs.tar.gz /opt/isymphony3/server/log
53 53  {{/code}}
54 54  
55 -= Environment Information =
213 +== Environment Information ==
56 56  
57 57  In many cases it is useful for our support team to know details of the hardware, OS, and JRE used to run iSymphony.
58 58  
59 -== Operating System Details ==
217 +=== Operating System Details ===
60 60  
61 61  You can acquire basic OS information by running the following command on your server's command line:
62 62  
... ... @@ -64,7 +64,7 @@
64 64  uname -a
65 65  {{/code}}
66 66  
67 -== Hardware Details ==
225 +=== Hardware Details ===
68 68  
69 69  The following commands can be used to acquire details about the hardware installed on the server:
70 70  
... ... @@ -76,7 +76,7 @@
76 76  free -m
77 77  {{/code}}
78 78  
79 -== JRE Version ==
237 +=== JRE Version ===
80 80  
81 81  The following command can be used to acquire the version of the JRE iSymphony is utilizing:
82 82