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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
  • Choose Admin > System Information.
  • Click the link next to System Report.

Description of the issue

Keep the problem description ready. For example:

  • Hosted PBX issue
  • SIP trunking issue

System log information

Use the following resources as needed:

  • sys_report output (from the CLI)
  • tcpdump (if needed)
  • mandcall log (if an active call is involved)
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

TroubleshootWhere 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.