Wiki source code of Reporting Issues

Last modified by michelk on 2021/09/09 20:55
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4 This article outlines the procedure for reporting issues you experience with iSymphony, along with information that is required for our support staff to troubleshoot issues effectively. When reporting issues, providing as much information as possible can expedite issue resolution.
5
6 = Creating Tickets =
7
8 All bug reports and issues should be reported via our [[Ticket System>>url:http://www.getisymphony.com/support||shape="rect"]].
9
10 = Description =
11
12 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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26 = Transferring Files =
27
28 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.
29
30 {{info}}
31 Using SCP requires that you know the SSH login credentials for the server.
32 {{/info}}
33
34 == Windows ==
35
36 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"]])
37
38 == Linux/OS X ==
39
40 To download files, via SCP, to a Linux or OS X machine, you can utilize the "scp" command.
41
42 {{code}}
43 scp <ssh username>@<ip of server>:<path of file to download> <local file destination path>
44 {{/code}}
45
46 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.
47
48 {{code}}
49 scp root@192.168.1.1:/root/islogs.tar.gz /home/mike/Downloads
50 {{/code}}
51
52 Once executed, the command will prompt you for the root user password.
53
54 = Support Packages =
55
56 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.
57
58 {{note}}
59 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.
60 {{/note}}
61
62 == Creating Support Packages from the Administration Interface ==
63
64 iSymphony provides an easy to use interface that allows administrators to create, and download, support packages directly from the Administration interface.
65
66 {{note}}
67 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
68 {{/note}}
69
70 1. Log into the Administration Interface. See [[doc:Connecting to the Administration Interface]].
71 1. (((
72 Select **Global Configuration** at the top right hand corner of the Administration Interface.
73
74 {{info}}
75 Only super Administrators have access to the Global Configuration section. See [[doc:Administrators]] for more information.
76 {{/info}}
77 )))
78 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.
79 1. Click **Create**.
80 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.
81
82 == Creating Support Packages from the Command Line ==
83
84 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.
85
86 1. Log into the server via SSH or a terminal.
87 1. (((
88 Run the following command:
89
90 {{code language="bash"}}
91 /opt/isymphony3/server/support.sh
92 {{/code}}
93
94 {{info}}
95 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.
96 {{/info}}
97 )))
98 1. (((
99 Once the script has generated the package it can be found in the following directory on the server:
100
101 {{code}}
102 /opt/isymphony3/server/support
103 {{/code}}
104
105 You will need to download the file from the server to your machine. See [[Transferring Files>>doc:||anchor="Transferring Files"]] above.
106 )))
107
108 == Package Options ==
109
110 Details concerning what information is included with each package option can be found in the table below.
111
112 |=(((
113 Admin Option
114 )))|=(((
115 Script Flag
116 )))|=(((
117 Includes
118 )))
119 |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
120 (((
121 Application Logs
122 )))|(% style="text-align: center;" %)(% style="text-align: center;" %)
123 (((
124 -l
125 )))|(((
126 * All files in the **/opt/isymphony3/server/log** directory. Excludes any archived (tar.gz) logs.
127 )))
128 |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
129 (((
130 Archived Logs
131 )))|(% style="text-align: center;" %)(% style="text-align: center;" %)
132 (((
133 -a
134 )))|(((
135 * All archived log files (tar.gz) in the **/opt/isymphony3/server/log** directory.
136 )))
137 |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
138 (((
139 Thread Dump
140 )))|(% style="text-align: center;" %)(% style="text-align: center;" %)
141 (((
142 -t
143 )))|(((
144 * Generates a dump of all active threads in the JVM instance and writes it to the **/opt/isymphony3/server/log/iSymphonyServer.out.log** file.
145
146 {{note}}
147 A thread dump will not be generated if the iSymphony server process is not running.
148 {{/note}}
149
150 {{note}}
151 Application logs must be included in order to include the thread dump in the package.
152 {{/note}}
153 )))
154 |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
155 (((
156 Environment Information
157 )))|(% style="text-align: center;" %)(% style="text-align: center;" %)
158 (((
159 -e
160 )))|(((
161 * The process id of the running iSymphony server installation, if the server is running.
162 * The **/opt/isymphony3/server/jvm.args** file. (JVM arguments)
163 * The contents of** /proc/cpuinfo. **(Processor information)
164 * The contents of **/proc/meminfo**. (Memory Information)
165 * The results of running the command **free -m**. (Memory Information)
166 * The results of running the **netstat -lanp** command. (Open socket information)
167 * A snapshot of the **top** command. (Current running process information)
168 * The results of running the **uname -a** command. (OS and architecture information)
169 * The results of running the **java -version** command. (Java JRE information)
170 )))
171 |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
172 (((
173 Configuration Files
174 )))|(% style="text-align: center;" %)(% style="text-align: center;" %)
175 (((
176 -c
177 )))|(((
178 * All configuration files in **/opt/isymphony3/server/conf**.
179 )))
180 |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
181 (((
182 PBX Configuration
183 )))|(% style="text-align: center;" %)(% style="text-align: center;" %)
184 (((
185 -p
186 )))|(((
187 * The **manager.conf** or **manager_additional.conf** file. (Asterisk AMI connection information)
188 * Results from running the command **asterisk -rx "core show version"**. (Asterisk version information)
189 * Results from running the command **asterisk -rx "sip show peers"**. (Asterisk SIP peer information)
190 * Results from running the command **asterisk -rx "pjsip show endpoints"**. (Asterisk PJSIP peer information)
191 * Results from running the command **asterisk -rx "core show channels"**. (Asterisk active channel information)
192 * Results from running the command **asterisk -rx "queue show"**. (Asterisk queue information)
193 * Results from running the command **asterisk -rx "confbridge list"**. (Asterisk app_confbridge room information)
194 * Results from running the command **asterisk -rx "meetme list"**. (Asterisk app_meetme room information)
195 )))
196 |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
197 (((
198 Database Files
199 )))|(% style="text-align: center;" %)(% style="text-align: center;" %)
200 (((
201 -d
202 )))|(((
203 * iSymphony internal database files. (Call history, notification, and saved client session infomration)
204 )))
205
206
207
208 = Manual Collection =
209
210 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.
211
212 == Logs ==
213
214 Include all log files from **/opt/isymphony3/server/log** in the ticket. You can make a archive of the logs via the following command.
215
216 {{code language="bash"}}
217 tar -zcvf islogs.tar.gz /opt/isymphony3/server/log
218 {{/code}}
219
220 == Environment Information ==
221
222 In many cases it is useful for our support team to know details of the hardware, OS, and JRE used to run iSymphony.
223
224 === Operating System Details ===
225
226 You can acquire basic OS information by running the following command on your server's command line:
227
228 {{code language="bash"}}
229 uname -a
230 {{/code}}
231
232 === Hardware Details ===
233
234 The following commands can be used to acquire details about the hardware installed on the server:
235
236 {{code language="bash"}}
237 cat /proc/cpuinfo
238 {{/code}}
239
240 {{code language="bash"}}
241 free -m
242 {{/code}}
243
244 === JRE Version ===
245
246 The following command can be used to acquire the version of the JRE iSymphony is utilizing:
247
248 {{code language="bash"}}
249 source /opt/isymphony3/server/config-vars.sh && ${JAVA_HOME}/bin/java -version
250 {{/code}}
251
252 = Heap Dumps =
253
254 In certain circumstances our support team may ask for a heap dump. This dump allows us to inspect the memory of your iSymphony application. Heap dumps can be created with the jmap utiltily.
255
256 jmap's documentation can be found on the oracle web site: see: [[http:~~/~~/docs.oracle.com/javase/7/docs/technotes/tools/share/jmap.html>>url:http://docs.oracle.com/javase/7/docs/technotes/tools/share/jmap.html||shape="rect"]]
257
258 If you are using OpenJDK (as bundle with e.g. FreePBX) you will need to install openjdk-debuginfo. For FreePBX (Centos based) the version of debug info can be downloaded here:
259 [[http:~~/~~/debuginfo.centos.org/6/x86_64/>>url:http://debuginfo.centos.org/6/x86_64/||shape="rect"]]
260
261 = Extra Information For UI Issues =
262
263 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.
264
265 1. First try a refresh of the page to see if that corrects the issue.
266 1. (((
267 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.
268
269 {{info}}
270 Remove the **?restartApplication** from the URL once you have used it or else subsequent page refreshing will restart the application.
271 {{/info}}
272 )))
273 1. If a refresh and a client application restart does not fix the issue try a restart of the iSymphony server.
274
275 = Extra Information For FreePBX Module Issues =
276
277 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.
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