Unify OpenStage 15 TDM, Service Information-Trace Manual

Page 1: ...ranties of merchantability and fitness for a particular purpose are made in relation to the accuracy reliability or contents of this document Unify GmbH Co KG reserves the right to revise this document or withdraw it at any time without prior notice WARNING THIS DOCUMENT OR DATA CONTAINS INFORMATION THAT IS PROPRIETARY INTELLECTUAL PROPERTY AND OR TRADE SECRET OF UNIFY GmbH Co KG AND MAY ONLY BE V...

Page 2: ...ONFIGURATION TEMPLATE EXAMPLE FOR STANDARD TRACE CALL VIEW COMMUNICATIONS AND CSTA SERVICES 19 7 2 TRANSFER THE TRACE CONFIGURATION TO THE PHONE 20 7 3 MAKE THE PHONE TRACE 20 7 4 TRANSFER THE PHONE TRACE TO THE OPENSCAPE 4000 21 7 5 DOWNLOAD THE TRACE FROM THE OPENSCAPE 4000 22 7 6 DEACTIVATE THE PHONE TRACE 23 8 OPENSCAPE 4000 SYSTEM TRACE REGARDING PHONE ISSUES 23 8 1 HOW TO TRACE MESSAGES TO F...

Page 3: ...ation 3 of 40 OpenStage TDM Trace Guide 13 OPENSCAPE BUSINESS SYSTEM TRACE REGARDING PHONE ISSUES 39 13 1 ACTIVATE SYSTEM TRACE 39 13 2 MAKE THE TRACE AND STOP TRACE 39 13 3 DOWNLOAD SYSTEM TRACE 40 13 4 DEACTIVATE SYSTEM TRACE 40 14 OPTIMON UP0 TRACE 40 ...

Page 4: ...nStage 15 20 30 40 in the following called OS_Lo only write exception logs which should be downloaded for any phone problems This How To describes the steps at OS_Hi for activating reading out deactivating those traces with OpenScape 4000 HiPath 3000 OpenScape Business and Web Based Management For OS_Lo and OS_Hi it describes how to download the exception log With this How To in hands the requeste...

Page 5: ...ndled by this service CSTA messages are used within the phone by all services as a common call progression and control protocol Data Access service This service allows other services to access the data held within the phone database Desktop The desktop service is responsible for the shared parts of the phone display Primarily these are the status bar at the top of the screen and the FPK labels Dig...

Page 6: ...ng of audio devices such as the handset and loudspeaker OBEX service This is involved with Bluetooth accesses to the phone Openstage Client Management This provides a means by which other services within the phone can interact with the database Phonebook This is responsible for the phonebook application within the phone Performance Marks Irrelevant for OpenStage TDM Password management service Thi...

Page 7: ... for OpenStage TDM Web Server service This provides the web access to the phone USB Backup service This is for the backup restore feature via USB devices Voice recognition The Voice recognition service is for the voice dialing feature Clock Service Irrelevant for OpenStage TDM Please note For normal diagnostic operations these traces should never be enabled If logging is enabled for these componen...

Page 8: ...the PC Run RNDIS_V2_Rx x x_Setup exe and follow the installer s instructions Do not plug in the USB cable before the installer asks to do it Do not change the USB port after installation because the phone will only work on the USB port where the phone was plugged in during the RNDIS Driver installation In default the phone IP is 192 168 200 1 and for the RNDIS network interface the default IP set ...

Page 9: ...ernal phone traces example for standard trace Call view Communications and CSTA Services o Log in to the WBM as administrator o Select the Fault trace configuration menu under Diagnostics o Set File size to 768000 o Set Trace timeout to 0 disable trace timeout o Check the box for Automatic clear before start ...

Page 10: ...and or other necessary trace points to DEBUG o Click the Submit Button 4 4 Make the phone trace Now if the trace configuration is transferred to the phone reproduce the scenario which should be traced at the phone If the problem is reproduced do not make any further user inputs at the phone because that would overwrite the traced problem ...

Page 11: ...u under Diagnostic Now it is possible to download 11 different trace files o Click on a trace file o Save under popup opens save trace o trace file The trace data according to the settings specified for the services o old trace file The trace file is stored only in RAM When the trace file has reached its size limit it will be saved as old trace file and the current exception file is emptied for fu...

Page 12: ...client kernel LLDP o old syslog file The syslog file is only in RAM When the syslog file has reached its size limit it will be saved as old syslog file and the current syslog file is emptied for future messages o saved syslog file Normally the trace file is saved only in the phone RAM When the phone restarts in a controlled manner the trace file will be saved in permanent memory o Database file Ph...

Page 13: ...ate core dump set by default The core dump is important to see what is going wrong Normally the phone automatically generates a core dump if the phone crash s o Log in to the WBM as administrator o Select the Core Dump menu under Miscellaneous o Activate the checkbox for Enable core dump o Press Submit ...

Page 14: ...tion Service Information 14 of 40 OpenStage TDM Trace Guide 4 8 Download core dump o Log in to the WBM as administrator o Select the Core Dump menu under Miscellaneous o Click on relevant core dumps o Save under popup opens save trace ...

Page 15: ... OpenStage TDM Trace Guide 4 9 Delete old core dumps Delete all old already downloaded core files to give phone memory free o Log in to the WBM as administrator o Select the Core Dump menu under Miscellaneous o Activate the checkbox for Delete core dump o Press Submit ...

Page 16: ...ward Very detailed description of the scenario will help to be able to reproduce the error if possible List of helpful information Number of effected endpoint Physical Line of effected endpoint OpenScape 4000 Up0 Traces from the effected line Phonetrace at the effected phone from event Time Date of observed event detailed description of the event other involved endpoints number etc e g who called ...

Page 17: ...with the TSDM TDM Software Deployment Manager of the OpenScape 4000 Assistant under Software Management o Open TSDM o Open Manual Scheduled o Check the Select box for the phone only one phone o Select Exception Log at Transfer o Start Transfer o Enter a job name o Select OK o Wait until the Status progress changes from 100 to an empty field o Open Manage Files o Select the tab Exception Log ...

Page 18: ...mation 18 of 40 OpenStage TDM Trace Guide o Mark the log file which should be downloaded o Press Download It belongs now to the browser settings if the exception log will be directly opened in an editor which you have to save or a save under popup opens ...

Page 19: ...configuration of the phone with TDSM It needs much of time to make traces with TSDM better use the WBM 7 1 Creation of trace configuration template example for standard trace Call view Communications and CSTA Services o Open TSDM o Open Trace o Set File size to 768000 o Set Trace timeout to 0 disable trace timeout o Select the checkbox for Automatic clear before start o Set Call view Communication...

Page 20: ...on at Transfer o Select the trace configuration template file see 5 1 at Source o Start Transfer o Enter a job name o Select OK o Wait until the Status progress changes from 100 to an empty field 7 3 Make the phone trace Now if the trace configuration is transferred to the phone reproduce the scenario which should be traced at the phone If the problem is reproduced do not make any further user inp...

Page 21: ...ide 7 4 Transfer the phone trace to the OpenScape 4000 o Open TSDM o Open Manual Scheduled o Select the checkbox Select for the phone only one phone o Select Trace at Transfer o Start Transfer o Enter a job name o Select OK o Wait until the Status progress changes from 100 to an empty field ...

Page 22: ...nformation 22 of 40 OpenStage TDM Trace Guide 7 5 Download the trace from the OpenScape 4000 o Open TSDM o Open Manage Files o Select the tab Trace o Mark the trace file which should be downloaded o Press Download o Save under popup opens save trace ...

Page 23: ...reserved in the WABE The trace will be stored on the system s hard drive under the filename you enter down The trace configuration can be entered and run always at a OpenScape 4000 system it is not influencing the system performance The AMO language is English stop on speed dial with 12345 a DDS key with the number 12345 has to be programmed at least on one phone exec tracs bp res all flagtr off s...

Page 24: ...H 0H 358H 1T 17T 11T 9T 16T 1862T 746H 1718T 6B6H 3H 1H 0H 359H 1T 17T 11T 9T 16T 1862T 746H 1718T 6B6H 0H 2H 4H 35AH end The red marked phys_line is needed later for the trace in this example 6B6 6B6 06 High Byte and B6 Low Byte exec tracs bp trace in background res all selmsg sw g1 cd1 byte 06 Low Byte example 06 B6 selmsg sw g1 cd1 byte 07 High Byte example 07 06 msglen sw g1 300 on hd diag Tra...

Page 25: ... Information Service Information 25 of 40 OpenStage TDM Trace Guide Traces of more lines e g 9EB and 9EF exec tracs bp res all selmsg sw g1 cd1 byte 06 Low Byte example 06 EB EF selmsg sw g1 cd1 byte 07 High Byte example 07 09 ...

Page 26: ...are send to the phone and backward Very detailed description of the scenario will help to be able to reproduce the error if possible List of helpful information Number of effected endpoint KDS of the system HiPath 3000 OpenScape Business Traces configured for messages to from phone Phonetrace at the effected phone from event Time Date of observed event detailed description of the event other invol...

Page 27: ...3000 OpenScape Business Phone Event Exception Log OS_Lo The phone event log from the phone you can download with the HiPath ManagerE of the HiPath 3000 OpenScape Business under Maintenance o Log in to the Manager as User group Development o Open Transfer o Select checkbox Maintenance o Press Maintenance ...

Page 28: ... Select OpenStage device o Select Browse to enter a meaningful name and save directory o Press Phone PC o Wait until the Event Log is downloaded o Press Open unnecessary already stored in directory o Select Event Log it will be opened in an editor unnecessary already stored in directory o Save Event Log unnecessary already stored in directory ...

Page 29: ...nScape Business S and X1 could not be configured via Manager E for OS_HI configuration see chapter 4 Please note that it is not possible to readout the actual activated trace configuration of the phone with TDSM It needs much of time better use the WBM 11 1 Activate phone trace example for standard trace Call view Communications and CSTA Services o Log in to the Manager as User group Development o...

Page 30: ...enStage device o Set File size to 768000 o Set Timeout to 0 disable trace timeout o Select the checkbox for Automatic clear before start o Select the checkbox for Enable core dump o Set Call view Communications CSTA services and or other necessary trace points to Debug o Press PC Phone o Wait until the trace configuration is transferred to the phone ...

Page 31: ...s transferred to the phone reproduce the scenario which should be traced at the phone If the problem is reproduced do not make any further user inputs at the phone because that would overwrite the traced problem 11 3 Download phone trace o Log in to the Manager as User group Development o Open Transfer o Select checkbox Maintenance o Press Maintenance ...

Page 32: ...eaningful name and directory o Press Phone PC o Wait until the trace downloaded to the choosen directory above 11 4 Deactivate the phone trace It is very important to deactivate the phone trace points manually set all trace levels to OFF and transfer it to the phone Otherwise the phone performance will be heavy negative influenced o Make all steps like at 9 1 but set all trace points to Off ...

Page 33: ...is describes how you can make a system trace for a phone issue It is useful to make the system trace at the same time with the phone trace It is very important to deactivate the system trace after tracing 12 1 Activate system trace o Log in to the Manager as User group Development o Open Transfer o Select checkbox Maintenance o Press Maintenance ...

Page 34: ... Open tab Tracer settings o Press Set Default o For OpenStage 10 15 20 30 optiset and optiPoint Activate checkbox and set Trace level to 9 at DH UPN and Display o For OpenStage 40 60 80 Activate checkbox and set Trace level to 9 at DH UPN and DH CORENET TS o Press Write data o Press Trace start ...

Page 35: ...e the scenario If the problem is reproduced do not make any further user inputs at the phone because that would overwrite the traced problem Stop the trace in the mask of 12 1 by pressing Trace stop 12 3 Download system trace o Log in to the Manager as User group Development o Open Transfer o Select checkbox Maintenance o Press Maintenance ...

Page 36: ... 0 Unify Service Information Service Information 36 of 40 OpenStage TDM Trace Guide o Open tab DMA o Select checkbox Read all service data o Press Execute o Chose output path o Enter trace file name o Press Next ...

Page 37: ...Service Information Service Information 37 of 40 OpenStage TDM Trace Guide 12 4 Deactivate system trace o Log in to the Manager as User group Development o Open Transfer o Select checkbox Maintenance o Press Maintenance ...

Page 38: ...ersion 3 0 Unify Service Information Service Information 38 of 40 OpenStage TDM Trace Guide o Open tab Tracer settings o Press read Data o Press Set default o Press delete Tracememory o Press Write data ...

Page 39: ...nter Diagnostics Trace or Expert mode Maintenance Traces Trace Profiles set profiles if not just set Basic Voice_Fax_connection Calls_with_System_device_Upn For OpenStage 10 15 20 30 and optiPoint via Expert mode Maintenance Traces Trace Components set component if not just set FP_DISPLAY 9 Please notice the status of the listed profile component before changing them to be able to set back to the ...

Page 40: ...e Center Diagnostics Trace or Expert mode Maintenance Traces Trace Profiles Set back profiles component to the status before changes from 13 1 Basic Voice_Fax_connection Calls_with_System_device_Upn For OpenStage 10 15 20 30 and optiPoint via Expert mode Maintenance Traces Trace Components FP_DISPLAY 9 14 OptiMon Up0 Trace This kind of trace is only needed by order of GVS or development With OptiM...