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JIRAIDAUTHTP-547672
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Panel

In this section:

Table of Contents
maxLevel3

...

When you contact

Spacevars
0company
support, make sure you have the following information ready :listed in the following table.


What You Need

What to Do

Spacevars
0product2
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

...

Spacevars
0product2

...

...

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
Spacevars
0company
Support

...

Caption
0Table
1Troubleshooting Tips


TroubleshootWhere to Go

License key information

ALG registration

Choose Admin from the Configuration Menu, scroll to Registration Status, and click View License Key.Note: The ALG registration code is available on a sticker on the bottom of the device or from your service provider.

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 is available on the 

Spacevars
0longcompany
FTP site: http://ftp.edgewaternetworks.com.

Contact

Spacevars
0company
TAC/support (refer to Contact and Support) to obtain the name of the file to look for on the FTP site.

 firmware from the Global Software Center. Refer to Downloading Software from the Ribbon Support Portal.

Choose Admin > Upgrade Firmware.

Refer to Choose Admin > Upgrade Firmware or Admin > Upgrade SOC2 and 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
Spacevars
0product2
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 Network > Network Restart.Choose Network > Admin > Reboot System.

As an alternative to rebooting, you can perform a reset locally by temporarily disconnecting the power cable from the

Spacevars
0product2
then plugging it back in.

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.

Spacevars
0product2
System Call Messages

Refer to Configuring VoIP Settings for messages that may appear on your system during a call:

...

H.323 Call Status Messages

...