Obtaining support
Version 4 (Tijmen de Mes, 11/05/2012 11:59 am)
1 | 1 | Tijmen de Mes | h1. Obtaining/Requesting support |
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3 | 2 | Tijmen de Mes | AG Projects provides support via its ticketing system available at: http://support.ag-projects.com |
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5 | 1 | Tijmen de Mes | To open a ticket you must have a login account on AG Projects support system. You need a support contract from AG Projects before opening a ticket. If you already have a support contract and login account you can " create sub-accounts for your team members":https://mdns.sipthor.net/provisioning_mdns.phtml?1=1&service=customers%40sipthor&showAddForm=1.. Use the sub-accounts to login and open support tickets. The Operator must be able to provide remote access to equipment(s) where the problem occur and must provide remote hands and eyes at the facility when necessary. |
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7 | 1 | Tijmen de Mes | The person that opens the ticket must have good understanding about how the platform works. |
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9 | 1 | Tijmen de Mes | h2. How to Open a Ticket |
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11 | 1 | Tijmen de Mes | In order to receive prompt and accurate support from AG Projects, please describe a single problem per ticket. Do not mix multiple problems in one ticket. |
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13 | 1 | Tijmen de Mes | The ticket must contain minimum the following information: |
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15 | 1 | Tijmen de Mes | # *What* is the problem, describe it as accurately as you can |
16 | 1 | Tijmen de Mes | # *Where* the problem occurs - specify the SIP Account, Internet Address, URL or the hostname of the machine that exhibit the problem. In case of failed calls, please specify the Call Id, see the Failed Calls section below |
17 | 1 | Tijmen de Mes | # *When* the problem happened, the date and time, if the problem is still in progress and how it can be reproduced (when possible) |
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19 | 1 | Tijmen de Mes | To speed up the process, please paste relevant information from the syslog of the machine where the problem occurs. |
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21 | 1 | Tijmen de Mes | h2. Failed Calls |
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23 | 1 | Tijmen de Mes | If you have a problem with failed SIP sessions through the platform follow this procedure: |
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25 | 1 | Tijmen de Mes | # Find the call detail record (a.k.a. CDR) of the failed session in CDRTool application. The CDR contains the SIP Call Id and links to the SIP trace and media trace of the session. Save the CDRTool query by giving it a name in the results screen. |
26 | 1 | Tijmen de Mes | # Locate the SIP session in /var/log/syslog of each machine involved (SIP Proxy, Call Control, Media Proxy, CDRTool rating engine). To locate the lines in syslog belonging to a session you can use grep command and the SIP Call Id learnt above as search key. Read the syslog above and below the found log lines they usually provide clues about the failure reason. Example: |
27 | 1 | Tijmen de Mes | # Open a ticket in AG Projects support system (see Requesting support section below) and provide the link to the failed session saved previously. |
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29 | 4 | Tijmen de Mes | !cdrtool-call-search.png! |
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31 | 4 | Tijmen de Mes | !cdrtool-search-results.png! |
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33 | 1 | Tijmen de Mes | h2. SIP Trace |
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35 | 1 | Tijmen de Mes | Each successful CDR has a SIP trace associated with it. The trace is available by clicking on the CDR id in the result screen of CDRTool search. |
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37 | 1 | Tijmen de Mes | SIP trace can be turned on and off by controlling OpenSIPS: |
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39 | 1 | Tijmen de Mes | bc(wiki). /etc/init.d/opensips siptrace-on |
40 | 1 | Tijmen de Mes | /etc/init.d/opensips siptrace-off |
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43 | 4 | Tijmen de Mes | !cdrtool-siptrace.jpg! |
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45 | 1 | Tijmen de Mes | The trace information is stored by default in opensips.sip_trace table. |
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47 | 1 | Tijmen de Mes | h2. Media Trace |
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49 | 1 | Tijmen de Mes | Each successful SIP session has information about the RTP media associated with it. The trace is available by clicking on the CDR id in the result screen of CDRTool search. "!http://cdrtool.ag-projects.com/raw-attachment/wiki/WikiStart/CDRTool-MEDIAtrace.jpg(http://cdrtool.ag-projects.com/raw-attachment/wiki/WikiStart/CDRTool-MEDIAtrace.jpg)!":http://cdrtool.ag-projects.com/raw-attachment/wiki/WikiStart/CDRTool-MEDIAtrace.jpg |
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51 | 1 | Tijmen de Mes | The media trace information is stored by default in opensips.media_sessions. |
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53 | 1 | Tijmen de Mes | h2. DNS Lookups |
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55 | 1 | Tijmen de Mes | Use dig command in a UNIX console to check if the DNS servers part of the platform are responding to queries. |
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57 | 1 | Tijmen de Mes | h2. Syslog |
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59 | 1 | Tijmen de Mes | All platform software log relevant messages to /var/log/syslog and optional additional files. Please always monitor these files when searching or troubleshooting a problem. |
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61 | 1 | Tijmen de Mes | h2. Network Sniffers |
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63 | 1 | Tijmen de Mes | If the problem is not captured by the high-level tools described above use: |
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65 | 1 | Tijmen de Mes | # ngrep or |
66 | 1 | Tijmen de Mes | # tcpdump |
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68 | 1 | Tijmen de Mes | to isolate the network traffic in question. |