Here is the information we always need:
Depending on the issue, we may need more specific information:
In most cases additional log files are needed for analysis. Depending on the topic we need corresponding files. Here are some general examples:
|Ticket subject:||Required log files:|
|CSTA/TAPI telephony (CTI)||Telephony Gateway (PBX-Log)|
|Fax, Voicemail, SMS||UM-Services|
|Softphone/AnyDevice/(Web-)Meeting (Signalling)||XCC- and SIP-Gateway-Logs (incl. Wireshark)|
|Which administrator has changed something?||Area "Logging > Changelog" in the admin interface|
|Behaviors that appear within the client||Client-Log|
|Problems during (de)installation||All .txt files under C:\Windows starting with "C4B..."|
|TeamDesk||XCC-Logs, Windows Eventlog (Modul: TeamDesk), PBX-Log (nur wenn Tischtelefone beteiligt sind)|
|Mobile App||Mobile (log entries client) and Mobile (server log)|
Instructions for the logs mentioned in the table can be found at the bottom of this page.
The logs are also not mandatory at the ticketer opening, because we need different logs in more specific cases.
You can get the information about which logs are needed and how to create them from our support, if necessary.
If the log files exceed a size of 20MB, you can use our FTP upload to provide us with the files.
Please use these access data:
Please note that you cannot see the content of the server. There is only write access.
We need feedback as soon as the files are uploaded. We also need the names of the transferred files to be able to assign them to this ticket.
If you have created log files according to our instructions, please send them to us completely and not individual files or text excerpts.
For each log we need an exact description of the incident, which includes the time of the error, the involved phone numbers and the observed behavior, etc. including
As a result you will receive a ZIP archive with several files, including diagnostics.txt, dialing_parameters.wpx and various Telephony Gateway logs. Please send us this ZIP file together with your process description.
For the Wireshark trace, set the correct "Ethernet Adapter" and "LoopBack Adapter" in the SIP gateway as of V8.0.191 SR1, this will then be created automatically.
Important: Please check the network interfaces and save (!) the SIP Gateway again (it will not be restarted by this, so it can be done during operation), so that the correct adapters are saved in the database.
For earlier versions, the Wireshark can also be created by hand. If a Wireshark trace with unfiltered language packets is required, this is mandatory. Please refer to our KB article: https://www.c4b.com/en/knowledgebase/xcc/how-do-I-create-a-wireshark-trace.php
Then navigate in the administration interface to "System Settings > Logging > Telephony Gateways".
Set the log level of the gateways "XCC" and the corresponding SIP gateway to "Debug messages".
After enabling logging in the admin interface as well as Wireshark trace, please readjust the behavior.
For a detailed description of the scenario, please answer the following questions:
> Who has
> Is this behavior sporadic or 100% reproducible?
After reproducing the behavior, you can stop the Wireshark trace via the red square in the upper left corner, if it was activated manually. Then save the Wireshark trace via "File -> Save as..."
To make sure that the logfiles of the XCC and SIP gateway are really complete, you have to set the log level back to "Off" under "System Settings > Logging > Telephony Gateways". You can download the latest log files by selecting the corresponding gateway and clicking the "Show log files" button in the upper area. A new window will open. There you click the button "Download..." > "Download only the most recent log files of the current day" > "Download log files & diagnostic files". Repeat this for the other gateway.
If you downloaded everything correctly, you should find the following files:
Send us the two .zip files as well as the manually created Wireshark trace including the detailed description of the involved phone numbers, times and call history.
There are two ways to enable logging of the mobile app:
You will now be taken to the diagnostic options. To create the logs, enable each category in the "Logging" section. Then readjust the behavior. Return to the diagnostic options and tap "Send log entries" and send us the logs along with the operation description.
The following information must be included in the operation description:
Logging for the mobile app is configured on the XPhone Connect server in the "Web.config" file in the "<server installation directory\XPhoneMobile>" directory:
LogCategory -> Category: All | ClientServerCommunication | Common
LogCategory -> TraceLevel: Off | Info | Warning | Error | Verbose
<LogCategory Category="All" TraceLevel="Off" />
<LogCategory Category="ClientServerCommunication" TraceLevel="Off" />
<LogCategory Category="Common" TraceLevel="Off" />
Set the <Enabled> section to true, specify LogFilename and LogFolder (name e.g. "XPhoneMobile.svclog" and folder "C:\Temp\Mobile" - enter both without quotes between the <> brackets) and set "Verbose" instead of "Off" for the categories "All", "ClientServerCommunication" and "Common" respectively.
On the specified log directory, the permission "Everyone" -> "Full access" must be set so that the log files can be written.
A restart of the XPhone Connect Server service is not required.
Readjust the behavior and then send us the generated log files.