Reporting Issues
On this page:
- Creating Tickets
- Description
- Transferring Files
- Logs
- Environment Information
- Extra Information For UI Issues
- Extra Information For FreePBX Module Issues
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.
Description
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.
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.
Windows
To download files, via SCP, to a Windows machine, you can utilize the free application WinSCP (http://winscp.net/)
Linux/OS X
To download files, via SCP, to a Linux or OS X machine, you can utilize the "scp" command.
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.
Once executed, the command will prompt you for the root user password.
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.
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.
Operating System Details
You can acquire basic OS information by running the following command on your server's command line:
Hardware Details
The following commands can be used to acquire details about the hardware installed on the server:
JRE Version
The following command can be used to acquire the version of the JRE iSymphony is utilizing:
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.
- First try a refresh of the page to see if that corrects the issue.
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.
- If a refresh and a client application restart does not fix the issue try a restart of the iSymphony server.
Extra Information For FreePBX Module Issues
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 FreePBX Module Administration for more information on how to acquire the module debug contents.