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TMG800 and 1 Installation Guide
7.3
Reporting a Problem
TelcoBridges has developed extensive tools to gather information about a Tmedia system to solve
problems quickly. Users
MUST
gather all related logs before reporting a problem to TelcoBridges
Support via Email or MSN. Various logging methods are described in the following sections.
Once information is gathered and sent to the TelcoBridges Support group (
support@telcobridges.com
),
the Support group will assign a tracking number to the problem. All follow-up correspondence, whether
it be by E-mail, MSN, or phone call must refer to the tracking number to which the problem has been
assigned.
For further information about reporting a problem, refer to Telcobridges TB Wiki at:
http://docs.telcobridges.com/mediawiki/index.php/Support:Contacting_TelcoBridges_technical_support
7.4
Setup Information
The setup information must include:
•
Physical connections. If necessary, describe it in a network diagram.
•
Specifying the product name.
•
Telecommunication connectivity diagram (for example: E1/T1, DS3, STM-1/OC-3, VoIP Ethernet
switch, etc)
•
Remote access to system (SSH, VPN, VNC, Remote desktop, etc.)
•
For a signaling-related problem, specify which side is initiating the call
7.5
Tbdebug Dump Files (Mandatory)
The tbdebug copies information about Telcobridges libraries and Tmedia VoIP Gateway to log files.
This includes the software release running on the host, the firmware release running on the Tmedia
VoIP Gateway, and other Tmedia VoIP Gateway information, such as: available features, configuration,
and status information.
The tbdebug files must be sent when a problem is reported. If the problem is reproducible, the tbdebug
dump files are verified before and after the problem is reproduced. This will aid in identifying the
problem quickly.
For further information about Tbdebug, refer to Telcobridges TB Wiki at:
http://docs.telcobridges.com/mediawiki/index.php/Toolpack_Debug_Application:Tbdebug
Summary of Contents for Tmedia TMG800
Page 1: ...TMG800 TMG800 1 System Installation Guide 9010 00179 1A Issue 3 0b ...
Page 4: ...iv TMG800 and TMG800 1 Installation Guide ...
Page 8: ...viii TMG800 and TMG800 1 Installation Guide ...
Page 39: ...Installing the Equipment 31 The Progress page is displayed 1 1 ...
Page 41: ...Installing the Equipment 33 1 1 ...
Page 61: ...Hardware Maintenance Procedures 53 ...
Page 68: ...60 TMG800 and TMG800 1 Installation Guide ...
Page 76: ...68 TMG800 and TMG800 1 Installation Guide ...
Page 77: ...69 Appendix A Wiring Diagrams ...