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Wiki source code of Reporting Issues

Version 14.1 by michaely on 2021/09/09 18:01
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michaely 5.1 1
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michaely 1.1 3 **//On this page~://**
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7 {{toc/}}
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michaely 9.1 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 can expedite issue resolution.
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michaely 1.1 11 = Creating Tickets =
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13 All bug reports and issues should be reported via our [[Ticket System>>url:http://www.getisymphony.com/support||shape="rect"]].
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15 = Description =
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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.
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michaely 9.1 19 = Transferring Files =
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michaely 9.1 21 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.
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23 {{info}}
24 Using SCP requires that you know the SSH login credentials for the server.
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27 == Windows ==
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29 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"]])
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31 == Linux/OS X ==
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33 To download files, via SCP, to a Linux or OS X machine, you can utilize the "scp" command.
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35 {{code}}
36 scp <ssh username>@<ip of server>:<path of file to download> <local file destination path>
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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.
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41 {{code}}
42 scp root@192.168.1.1:/root/islogs.tar.gz /home/mike/Downloads
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45 Once executed, the command will prompt you for the root user password.
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47 = Support Packages =
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michaely 14.1 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.
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51 {{note}}
michaely 14.1 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.
michaely 9.1 53 {{/note}}
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55 == Creating Support Packages from the Administration Interface ==
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57 iSymphony provides an easy to use interface that allows administrators to create, and download, support packages directly from the Administration interface.
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59 {{note}}
michaely 14.1 60 If you cannot access the Administration interface, due to issues with the application, see Creating Support Packages from the Command Line below
michaely 9.1 61 {{/note}}
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63 1. Log into the Administration Interface. See [[doc:Connecting to the Administration Interface]].
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65 Select **Global Configuration** at the top right hand corner of the Administration Interface.
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67 {{info}}
68 Only super Administrators have access to the Global Configuration section. See [[doc:Administrators]] for more information.
69 {{/info}}
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michaely 14.1 71 1. Under **Create Support Package**, select the information you wish to be included in in the package. The default selection is usually sufficient.
michaely 9.1 72 1. Click **Create**.
michaely 14.1 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.
michaely 9.1 74
75 = Manual Collection =
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77 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.
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79 == Logs ==
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michaely 1.1 81 Include all log files from **/opt/isymphony3/server/log** in the ticket. You can make a archive of the logs via the following command.
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83 {{code language="bash"}}
84 tar -zcvf islogs.tar.gz /opt/isymphony3/server/log
85 {{/code}}
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michaely 9.1 87 == Environment Information ==
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michaely 9.1 89 In many cases it is useful for our support team to know details of the hardware, OS, and JRE used to run iSymphony.
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michaely 9.1 91 === Operating System Details ===
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93 You can acquire basic OS information by running the following command on your server's command line:
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95 {{code language="bash"}}
96 uname -a
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michaely 9.1 99 === Hardware Details ===
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101 The following commands can be used to acquire details about the hardware installed on the server:
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103 {{code language="bash"}}
104 cat /proc/cpuinfo
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107 {{code language="bash"}}
108 free -m
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michaely 9.1 111 === JRE Version ===
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113 The following command can be used to acquire the version of the JRE iSymphony is utilizing:
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115 {{code language="bash"}}
116 source /opt/isymphony3/server/config-vars.sh && ${JAVA_HOME}/bin/java -version
117 {{/code}}
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michaely 1.1 119 = Extra Information For UI Issues =
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121 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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123 1. First try a refresh of the page to see if that corrects the issue.
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125 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.
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128 Remove the **?restartApplication** from the URL once you have used it or else subsequent page refreshing will restart the application.
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131 1. If a refresh and a client application restart does not fix the issue try a restart of the iSymphony server.
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133 = Extra Information For FreePBX Module Issues =
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135 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.