In this section:
Use the information in this section to troubleshoot your system and provide information requested by technical support.
Contacting Ribbon Communications Support
When you contact Ribbon support, make sure you have the information ready listed in the following table.
What You Need | What to Do |
---|---|
EdgeMarc MAC address and firmware release | Choose the Admin page on the GUI. |
System report |
|
Description of the issue | Keep the problem description ready. For example:
|
System log information | Use the following resources as needed:
|
Other logs | Keep additional logs ready if related to the issue(s). |
How to Contact Ribbon Support
Refer to Contact and Support.
Locating Information About Your EdgeMarc
The Troubleshooting Tips table describes how to find information about your system from the EdgeMarc Configuration Menu.
Troubleshooting Tips
Troubleshoot | Where to Go |
---|---|
License key information ALG registration | Choose Admin from the Configuration Menu, scroll to Registration Status, and click View License Key. Refer to Manage the License Key. |
Backup or restore a configuration | Choose Admin > Backup / Restore. Refer to Use Backup and Restore. |
Call logs and system logging messages | Choose Admin > System Information. Refer to View System Information. |
Download new firmware Upgrade Firmware | Download the VOS firmware from the Global Software Center. Refer to Downloading Software from the Ribbon Support Portal. Choose Admin > Upgrade Firmware. Refer to Upgrading Firmware. |
Software version Hardware platform LAN MAC address | Common system configuration information. Choose Admin from the Configuration Menu and refer to Managing System Administration. |
Change administrative passwords | Choose Admin from the Configuration Menu and scroll to Change Administrative Password. Refer to Changing the Administrative Password. |
Network configuration and EdgeMarc status | Choose Network > Network Information. Refer to View Network Information. |
Ping and traceroute tests | A ping test is the most common test used to verify basic connectivity to a networking device. Choose Network > Network Test Tools. Refer to Use Network Test Tools. |
Restart or reboot the device | Choose Admin > Reboot System. Refer to Initiate Network Restart. |
Verify and update registered voice devices | Choose VoIP > Clients List. Update the clients list by deleting any duplicate or stale entries. Refer to Configure the Clients List. |