Troubleshooting Toolpack

Latest revision as of 06:20, 6 April 2017

This page contains pointers to help troubleshoot Toolpack-based systems.

Web portal

Problem: The web portal does not start or is not accessible.

• See 'How to troubleshoot the web portal'

Problem: I cannot perform addition or modification of configuration in the web portal. Usually this occurs in a new Toolpack Platform, for example, when new Toolpack software has been just installed on a host or a new TMG3200 is started up.

• See 'How to edit the active configuration'

Problem: The system does not work properly with a copied configuration.

• See How to copy a configuration

Problem: There are no web browser on the linux host server ssh tunnel can be use to re-direct the connection on a remote host port to a local port:

• See How to setup ssh tunnel with PuTTY

System configuration backup

Problem: How do I make sure I keep my system configuration?

All the configuration are stored in a MySQL database. To perform a backup, refer to the following links:

• Backup procedure for v2.8 or 2.9
• Backup procedure for v2.7
• Backup procedure for v2.5 or v2.6
  

For releases before 2.4 or older or if you do not have access to the web portal, see Manual Database Backup.

For scheduled backups, see Scheduled Database Backup

Calls

Problem: The Tmedia device does not accept or generate calls

• See here: How to troubleshoot call routing

Fax Calls

Problem: Fax call is not working

• Please follow the instructions here: How to troubleshoot Fax Calls

SS7 CIC group is locally blocked

Problem: A SS7 Circuit Identification Code is blocked.

• You can control this: See SS7 Circuit group control

Network Interfaces

Problem: E1 trunks are not up

• See 'How to debug trunk interfaces'
  

Problem: Cannot ping VoIP interface
The IP address of the VoIP port is configured and you cannot ping it.

• See 'How to debug a VoIP interface'
  

How to gather all logs

Problem: Which application logs should I gather?

• See 'How to gather all logs with TBReport' (Version 2.9 and up)

Access to unit

Problem: I lost access to the unit. How to recover the IP address of the unit?

• Please follow the procedure in the installation guide: 'Installation Guides'

Problem: I lost the SSH password

• It is possible to reset the SSH password. Please contact support@telcobridges.com to get the procedure.

Problem: I want to do a factory reset

• Normally a Factory Reset is not required. System can be re-configured to original settings in a few steps. Please contact support@telcobridges.com to get the procedure.
• Factory reset is available on recent versions of the TelcoBridges units. The procedure is described here: 'Factory Reset'.

Installation (for developers)

Problem: Toolpack fails during installation

• See 'Toolpack installer troubleshooting'

Problem: Can't download a new software package

• You see this error while trying to download a software package with wget:
  

Resolving download.telcobridges.com... failed: Temporary failure in name resolution.
wget: unable to resolve host address `download.telcobridges.com

• See "nameserver" in  Configure Management IP address

Problem: The Toolpack system does not start

• See 'How to validate the Toolpack installation'

Problem: I want to change the hostname of the server running Toolpack

• See 'How to change the host name'

How to submit a problem

Problem: I don't know what else to do

• Help our support team help you by giving as much information as possible; see 'How To Submit A Problem'