Not applicable to SBC SWe Edge.

In this section:

Overview

In the process of troubleshooting issues in your voice Ribbon work, you may need to collect logs from SBC or from Application Solution Module (ASM) yourself, or you may be asked by RibbonTAC to do it. In most cases, when a CRM case is opened, RibbonTAC will request the relevant logs and configuration backup. In most cases, RibbonTAC engineers will need the following files as the minimum requirement to start their analysis:

  1. SBC Edge Portfolio configuration backup file
  2. WebUI log with following subsystems enabled:
    • Call Routing Service
    • Common Call Control
    • Media Stream Control Service
    • SIP Stack Service
    • ISDN Protocol
  3. Brief description of the scenario in question with the calling and called party numbers
  4. Peer IP addresses
  5. The Lync Server 2010 Log
  6. ASM (SBA) logs from ASM machine

Use Case

Setup

SBC Edge Portfolio is configured in following setup:

PSTN -- [SBC 1000/2000 gateway] -- [SBA] -- [Lync/Skype/Teams SBA client]

Scenario

  1. Lync/Skype/Teams SBA client calls a PSTN number
  2. Call in question is reproduced, and SBA event log states that the gateway is marked as down

Once the issue is addressed with a CRM case, be sure to include the following files for a quicker resolution:

Files to Provide

For details on the SBC Configuration Backup file, refer to Backing Up Data.

Enabling Logging

SBC Logs - SBC 2000

  1. Launch your preferred browser and log into WebUI.
  2. Navigate to SETTINGS (tab) > Logging Configuration / Subsystems (in navigation pane).

  3. Add the following subsystems with the log level of Debug as shown on following screenshot:

  4. Rotate the log as shown on the following screenshot:

SBC Logs - SBC 1000

  1. Make sure to have a syslog server installed in your Ribbon network; preferably Log Exchange (LX), which you can download from Ribbon downloads.
  2. In the WebUI, click the Settings tab.
  3. In the left navigation pane, go to Logging Configuration > Remote Log Servers.

  4. Add Remote Log Server as show on the following screenshot (Log Destination is where the Log Exchange (LX) is installed).

  5. In the WebUI, click the Settings tab.

  6. In the left navigation pane, go to Logging Configuration > Subsystems and add the following subsystems as show on the following screenshot.

  7. Launch the Log Exchange (LX) on the Syslog Server Machine
  8. Click Syslog Server

  9. Click Start Listening as shown on the following screenshot:

Lync/Skype (SBA) Logs

  1. Remote Desktop into SBA machine (ASM)
  2. Launch the Lync Server 2010 Logging Tool
  3. Enable Mediation Server, S4, and SIPStack components with Level All, and Flags All for each component

  4. Hit Start Logging as shown on the following screenshot:


Teams (SBA) Logs

  1. Login to the WebUI of the SBC Edge.

  2. Navigate to Diagnostics> Teams Direct Routing > SBA logs.

  3. From the Log Level drop down level, select the desired log level for the Direct Routing SBA.

Execute the Scenario 


Execute the scenario (i.e: Lync client calls to PSTN number, call is reproduced.)

Collecting the Logs

SBC Logs SBC 2000

  1. Launch a supported browser and log into WebUI
  2. Navigate to SETTINGS (tab) > Logging Configuration / Subsystems (in navigation pane)

  3. Download the log as shown on the following screenshot:

SBC Logs - SBC 2000

  1. On Syslog Server machine, click Stop Listening on LX Syslog Server as shown on the following screenshot:

  2. Click Save File button and save it as .log or .txt file.

Lync/Skype (SBA) Logs

  1. Remote Desktop into SBA machine (ASM).
  2. In the Lync Server 2010 Logging Tool.

  3. Hit Stop Logging as shown on the following screenshot:

  4. Click View Log Files on Lync Server 2010 Logging Tool as shown on the following screenshot.

  5. Save the log as txt file as shown on the following screenshot.

Teams (SBA) Logs


  1. Login to the WebUI of the SBC Edge.

  2. Navigate to Diagnostics> Teams Direct Routing > SBA logs.

  3. Use the table to view or Download the Direct Routing SBA log files.

SBC SBA/ASM Logs

  1. Remote Desktop into SBA machine (ASM).

  2. Use Windows Explorer to navigate to the C:\UX\PUBLIC\LOGS directory as shown below and collect/copy all files in this directory as shown on the following screenshot.

How to Provide the Files to Ribbon TAC

Ribbon provides a secure FTP solution for customers and partners to securely send files associated with their cases to Ribbon TAC. This SFTP tool is accessible from Salesforce while creating a case.

This Ribbon Secure FTP Solution encrypts files once they are uploaded to the tool and keeps them encrypted during transport to RibbonTAC. The files are automatically deleted a short time after the case has closed.

This RibbonSecure FTP Solution ensures confidential customer data is protected by creating new user credentials for each particular case. These credentials are automatically deleted after each case is closed. (See WBA Alert-15-00021402 for additional details)

For security purposes, there is no longer one set of credentials for a customer account.