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This is a best practice on how to enable, collect, and provide traces and logs from

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and from ASM.

Overview

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

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     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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 is configured in following setup:

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

Scenario

  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:

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Files to Provide

SBC Configuration Backup File

Procedure to backup 

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configuration file is explained in Backing Up Data.

Logs

Enabling Logging

SBC Logs

 

    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 

      Add Subsystems

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

      Rotate Log

    1. Make sure to have a syslog server installed in your Sonuswork; preferably Log Exchange (LX), which you can download from Sonus 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 Sonus Log Exchange (LX) is installed)

      Add Remote Log Server

    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. 

      Add Subsystems

    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. 

      Start Listening

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    Lync (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:

      Start Logging

    Executing the Scenario in Question

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

    Collecting the Logs

    SBC Logs

     

    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: 

      Download Log

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

      Stop Listening

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

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    Lync (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:

      Stop Logging

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

      View Log Files

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

      Save Log

    SBCSBA/ASM Logs
    1. Remote Desktop into SBA machine (ASM)

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

      Navigate Directory

    How to Provide the Files to Sonus TAC

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

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

    This Sonus 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)

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

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