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Table of Contents

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Info
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This is a best practice on how to enable, collect, and provide traces and logs from Spacevars 0 product and from ASM.

Overview

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3

 

Overview

In the process of troubleshooting issues in your voice

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Spacevars
0 company

work, you may need to collect logs from SBC or from Application Solution Module (ASM) yourself, or you may be asked by

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Spacevars
0 company

TAC to do it. In most cases, when a CRM case is opened,

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Spacevars
0 company

TAC will request the relevant logs and configuration backup. In most cases,

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Spacevars
0 company

TAC engineers will need the following files as the minimum requirement to start their analysis:

1. Spacevars
   0 product

    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

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Spacevars
0 product

 is configured in following setup:

Code Block
none none
PSTN -- [SBC 1000/2000 gateway] -- [SBA] -- [Lync SBA client]

Scenario

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1. Lync 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

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Spacevars
0 product

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file, refer to Backing Up Data.

Logs

Enabling Logging

SBC Logs

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id	deck1forUXenableLogs

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label	SBC2000

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- 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

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1. screenshot:

   Caption
   0 Figure 1 Add Subsystems
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2. Rotate the log as shown on the following screenshot:

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   0 Figure 1 Rotate Log
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label	SBC1000

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SBC Logs - SBC 1000

1. Make sure to have a syslog server installed in your

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1. Spacevars
   0 company

   network; preferably Log Exchange (LX), which you can download

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1. from 

   Spacevars
   0 company

   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

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1. Log Exchange (LX) is installed).

   Caption
   0 Figure 1 Add Remote Log Server
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2. In the WebUI, click the Settings tab.

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

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1. Caption
   0 Figure 1 Add Subsystems
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2. Launch the Log Exchange (LX) on the Syslog Server Machine
3. Click Syslog Server

4. Click Start Listening as shown on the following screenshot

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1. :

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   0 Figure 1 Start Listening
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Lync (SBA) Logs

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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:

   Caption
   0 Figure 1 Start Logging
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Execute the

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Scenario 

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

Collecting the Logs

SBC Logs

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label	SBC2000

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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:

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1. Caption
   0 Figure 1 Download Log
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label	SBC1000

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SBC Logs - SBC 2000

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

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1. Caption
   0 Figure 1 Stop Listening
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2. Click Save File button and save it as .log or .txt file.

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Lync (SBA) Logs

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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:

   Caption
   0 Figure 1 Stop Logging
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1. Click View Log Files on Lync Server 2010 Logging Tool as shown on the following screenshot.

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   0 Figure 1 View Log Files
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2. Save the log as txt file as shown on the following screenshot.

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   0 Figure 1 Save Log
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SBCSBA/ASM Logs

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1. Remote Desktop into SBA machine (ASM).

2. Use Windows Explorer to navigate to the C:\

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1. UX\PUBLIC\LOGS directory as shown below and collect/copy all files in this directory as shown on the following screenshot.

   Caption
   0 Figure 1 Navigate Directory
   Image Modified

How to Provide the Files to

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Spacevars
0 company

TAC

Spacevars
0 company

Sonus provides a secure FTP solution for customers and partners to securely send files associated with their cases to Sonus

Spacevars
0 company

TAC. This SFTP tool is accessible from Salesforce while creating a case.

This Sonus

Spacevars
0 company

Secure FTP Solution encrypts files once they are uploaded to the tool and keeps them encrypted during transport to Sonus

Spacevars
0 company

TAC. The files are automatically deleted a short time after the case has closed.

This Sonus

Spacevars
0 company

Secure 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)

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