Configuration Note 7. Troubleshooting
Version 1.0 Issue 1.0 73 October 2011
7 Troubleshooting
This section provides some tips for troubleshooting problems, including
troubleshooting commands and general suggestions to assist with trouble escalations.
7.1 Debugging Procedures
This section discusses the following debugging procedures:
Case Reporting Procedures. See Section
7.1.1 below.
Syslog. See Section
7.1.2 on page 74.
Wireshark Network Sniffer. See Section
7.1.3 on page 76.
7.1.1 Case Reporting Procedures
When reporting a problem to AudioCodes’ Technical Support department, the
following information should be provided:
Basic information (required for all types of problems):
• Problem description (nature of failure, symptoms, call direction, etc.)
• Network diagram
• ini configuration file (downloaded to your PC from the device using the Web
interface)
• Syslog trace (without missing messages)
• Unfiltered IP network trace using the Wireshark application
(Note: If you are unable to collect all the network traffic, then at least collect the
mandatory protocols SIP, RTP and T38.)
Advanced information (if required on request):
• PSTN message traces - for PSTN problems
• Media stream traces - for problems related to voice quality, modem\fax,
DTMF detection, etc.
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