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Version 21.1 by michaely on 2021/09/09 18:01
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michaely 20.1 1
michaely 5.1 2
michaely 20.1 3 **//On this page~://**
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michaely 20.1 7 {{toc/}}
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michaely 20.1 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.
michaely 1.1 10
michaely 20.1 11 = Creating Tickets =
michaely 1.1 12
michaely 20.1 13 All bug reports and issues should be reported via our [[Ticket System>>url:http://www.getisymphony.com/support||shape="rect"]].
michaely 1.1 14
michaely 20.1 15 = Description =
michaely 1.1 16
michaely 20.1 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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michelk 18.1 19 = Transferring Files =
michaely 9.1 20
michelk 18.1 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.
michaely 1.1 22
michelk 18.1 23 {{info}}
24 Using SCP requires that you know the SSH login credentials for the server.
25 {{/info}}
michaely 1.1 26
michelk 18.1 27 == Windows ==
michaely 1.1 28
michelk 18.1 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"]])
michaely 1.1 30
michelk 18.1 31 == Linux/OS X ==
michaely 9.1 32
michelk 18.1 33 To download files, via SCP, to a Linux or OS X machine, you can utilize the "scp" command.
michaely 1.1 34
michelk 18.1 35 {{code}}
36 scp <ssh username>@<ip of server>:<path of file to download> <local file destination path>
37 {{/code}}
38
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
41 {{code}}
42 scp root@192.168.1.1:/root/islogs.tar.gz /home/mike/Downloads
43 {{/code}}
44
45 Once executed, the command will prompt you for the root user password.
46
47 = Support Packages =
48
michaely 20.1 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 s support package is easy, and can be done from the Administration Interface or the server command line.
michelk 18.1 50
51 {{note}}
michaely 20.1 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.
michelk 18.1 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}}
michaely 20.1 60 If you cannot access the Administration interface, due to issues with the application, see Creating Support Packages from the Command Line below
michelk 18.1 61 {{/note}}
62
63 1. Log into the Administration Interface. See [[doc:Connecting to the Administration Interface]].
64 1. (((
michaely 20.1 65 Select **Global Configuration** at the top right hand corner of the Administration Interface.
michelk 18.1 66
67 {{info}}
68 Only super Administrators have access to the Global Configuration section. See [[doc:Administrators]] for more information.
69 {{/info}}
70 )))
michaely 20.1 71 1. Under **Create Support Package**, select the information you wish to be included in in the package. The default selection is usually sufficient.
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.
michelk 18.1 74
75 == Creating Support Packages from the Command Line ==
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michaely 20.1 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.
michelk 18.1 78
79 1. Log into the server via SSH or a terminal.
80 1. (((
81 Run the following command:
82
michaely 1.1 83 {{code language="bash"}}
michelk 18.1 84 /opt/isymphony3/server/support.sh
85 {{/code}}
86
87 {{info}}
michaely 20.1 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.
michelk 18.1 89 {{/info}}
90 )))
91 1. (((
92 Once the script has generated the package it can be found in the following directory on the server:
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94 {{code}}
95 /opt/isymphony3/server/support
96 {{/code}}
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michaely 20.1 98 You will need to download the file from the server to your machine. See Transferring Files above.
michelk 18.1 99 )))
100
101 == Package Options ==
102
103 |=(((
104 Admin Option
105 )))|=(((
106 Script Flag
107 )))|=(((
108 Includes
109 )))
110 |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
111 (((
112 Application Logs
113 )))|(% style="text-align: center;" %)(% style="text-align: center;" %)
114 (((
115 -l
116 )))|(((
117 * All files in the **/opt/isymphony3/server/log** directory. Excludes any archived (tar.gz) logs.
118 )))
119 |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
120 (((
121 Archived Logs
122 )))|(% style="text-align: center;" %)(% style="text-align: center;" %)
123 (((
124 -a
125 )))|(((
126 * All archived log files (tar.gz) in the **/opt/isymphony3/server/log** directory.
127 )))
128 |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
129 (((
130 Thread Dump
131 )))|(% style="text-align: center;" %)(% style="text-align: center;" %)
132 (((
133 -t
134 )))|(((
135 * Generates a dump of all active threads in the JVM instance and writes it to the **/opt/isymphony3/server/log/iSymphonyServer.out.log** file.
136
137 {{note}}
138 A thread dump will not be generated if the iSymphony server process is not running.
139 {{/note}}
140
141 {{note}}
142 Application logs must be included in order to include the thread dump in the package.
143 {{/note}}
144 )))
145 |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
146 (((
147 Environment Information
148 )))|(% style="text-align: center;" %)(% style="text-align: center;" %)
149 (((
150 -e
151 )))|(((
152 * The process id of the running iSymphony server installation, if the server is running.
michaely 21.1 153 * The contents of** /proc/cpuinfo. **(Processor information)
154 * The contents of **/proc/meminfo**. (Memory Information)
michaely 20.1 155 * The results of running the command **free -m**.
michaely 21.1 156 * The results of running the **netstat -lanp** command.
michaely 20.1 157 * A snapshot of the **top** command.
michelk 18.1 158 )))
159 |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
160 (((
161 Configuration Files
162 )))|(% style="text-align: center;" %)(% style="text-align: center;" %)
163 (((
164 -c
165 )))|(((
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michelk 18.1 167 )))
168 |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
169 (((
170 PBX Configuration
171 )))|(% style="text-align: center;" %)(% style="text-align: center;" %)
172 (((
173 -p
174 )))|(((
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michelk 18.1 176 )))
177 |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
178 (((
179 Database Files
180 )))|(% style="text-align: center;" %)(% style="text-align: center;" %)
181 (((
182 -d
183 )))|(((
michaely 20.1 184
michelk 18.1 185 )))
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187
188
189 = Manual Collection =
190
191 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.
192
193 == Logs ==
194
michaely 20.1 195 Include all log files from **/opt/isymphony3/server/log** in the ticket. You can make a archive of the logs via the following command.
michelk 18.1 196
197 {{code language="bash"}}
michaely 1.1 198 tar -zcvf islogs.tar.gz /opt/isymphony3/server/log
199 {{/code}}
200
michelk 18.1 201 == Environment Information ==
michaely 5.1 202
michaely 9.1 203 In many cases it is useful for our support team to know details of the hardware, OS, and JRE used to run iSymphony.
michaely 5.1 204
michelk 18.1 205 === Operating System Details ===
michaely 5.1 206
207 You can acquire basic OS information by running the following command on your server's command line:
208
209 {{code language="bash"}}
210 uname -a
211 {{/code}}
212
michelk 18.1 213 === Hardware Details ===
michaely 5.1 214
215 The following commands can be used to acquire details about the hardware installed on the server:
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217 {{code language="bash"}}
218 cat /proc/cpuinfo
219 {{/code}}
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221 {{code language="bash"}}
222 free -m
223 {{/code}}
224
michelk 18.1 225 === JRE Version ===
michaely 5.1 226
227 The following command can be used to acquire the version of the JRE iSymphony is utilizing:
228
229 {{code language="bash"}}
230 source /opt/isymphony3/server/config-vars.sh && ${JAVA_HOME}/bin/java -version
231 {{/code}}
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michaely 1.1 233 = Extra Information For UI Issues =
234
235 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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237 1. First try a refresh of the page to see if that corrects the issue.
238 1. (((
michaely 20.1 239 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.
michaely 1.1 240
241 {{info}}
242 Remove the **?restartApplication** from the URL once you have used it or else subsequent page refreshing will restart the application.
243 {{/info}}
244 )))
245 1. If a refresh and a client application restart does not fix the issue try a restart of the iSymphony server.
246
247 = Extra Information For FreePBX Module Issues =
248
249 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.