Troubleshooting Toolpack

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This page contains pointers to help troubleshoot [[Toolpack]]-based systems.
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This page contains pointers to help troubleshoot [[Toolpack]]-based systems.  
  
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<br>
  
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== Installation ==
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== Web portal  ==
  
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Problem: The Toolpack system does not start
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Problem: '''The web portal does not start or is not accessible.'''
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*See '[[Toolpack_Installation:Validate_Toolpack_Installation|How to validate the Toolpack installation]]'
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*See '[[Toolpack Troubleshooting:Web Portal|How to troubleshoot the web portal]]'
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<br>
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Problem: '''I cannot perform addition or modification of configuration in the web portal. '''
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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.
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*See '[[Toolpack Troubleshooting:Cannot Add or Edit Configuration|How to edit the active configuration]]'
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<br>
  
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Problem: '''The system does not work properly with a copied configuration.'''
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*See [[Web Portal:Configuration Copy|How to copy a configuration]]
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<br>
  
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Problem: I want to change the Ip Address of the TMG800/TMG3200 from static to DHCP or from DHCP to static.
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Problem: '''There are no web browser on the linux host server'''
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*See '[[TBLinux:How to change_the_ip_address|How to change the IP address of a TMG800/TMG3200]]
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ssh tunnel can be use to re-direct the connection on a remote host port to a local port:
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*See [[How to setup ssh tunnel with PuTTY]]
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<br>
  
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== System configuration backup<br>  ==
  
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Problem: I want to change the hostname of the server running Toolpack
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Problem: '''How do I&nbsp;make sure I keep my system configuration?'''<br>
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*See '[[Toolpack_Installation:Change hostname|How to change the host name]]'
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All the configuration are stored in a MySQL database. To perform a backup, refer to the following links:
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*[[Toolpack:Database_Backup_C|Backup procedure for v2.8 or 2.9]]
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*[[Toolpack:Database_Backup_B|Backup procedure for v2.7]]
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*[[Toolpack:Database_Backup_A|Backup procedure for v2.5 or v2.6]] <br>
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For releases before 2.4 or older or if you do not have access to the web portal, see [[Manual Database Backup]].<br>
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<br>
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For scheduled backups, see [[Scheduled Database Backup]]
  
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== Web portal ==
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<br>
  
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Problem: The Toolpack web portal does not start or is not accessible.
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== Calls  ==
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*See '[[Toolpack_Troubleshooting:Web_Portal|How to troubleshoot the web portal]]'
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Problem: '''The Tmedia device does not accept or generate calls'''
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*See 'How to get status of the system'
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*See here: [[How to troubleshoot call routing|How to troubleshoot call routing]]  
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*See 'How to change the configuration of the system'
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<br>
  
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== Fax Calls  ==
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Problem: '''Fax call is not working'''
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*Please follow the instructions here: [[How to troubleshoot Fax Calls|How to troubleshoot Fax Calls]]
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<br>
  
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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.
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== SS7 CIC group is locally blocked<br>  ==
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*See 'How to [[Toolpack Troubleshooting:Cannot Add or Edit Configuration|solve this problem]]'
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Problem: '''A SS7 Circuit Identification Code is blocked.''' <br>
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*You can control this: See [[SS7 Circuit group control]]
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<br>
  
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== Network Interfaces <br>  ==
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Problem: '''E1 trunks are not up'''<br>
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*See '[[How to Debug Trunk Interfaces|How to debug trunk interfaces]]'<br>
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<br>
  
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Problem: Do not have permission to add features.
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Problem: '''Cannot ping VoIP interface''' <br>
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*See 'How to modify system configuration'
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The IP address of the VoIP port is configured and you cannot ping it.<br>
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*See '[[How to debug VoIP|How to debug a VoIP interface]]'<br>
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<br>
  
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== How to gather all logs<br>  ==
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Problem: '''Which application logs should I gather?'''
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*See '[[TBReport|How to gather all logs with TBReport]]' (Version 2.9 and up)
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<br>
  
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Problem: The system does not work properly with a copied configuration.
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== Access to unit ==
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*See [[Web_Portal:Configuration_Copy|How to copy a configuration]]
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Problem: '''I lost access to the unit. How to recover the IP address of the unit?'''
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*Please follow the procedure in the installation guide: '[[Product_Installation|Installation Guides]]'
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<br>
  
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Problem: '''I lost the SSH password'''
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*It is possible to reset the SSH password. Please contact support@telcobridges.com to get the procedure.
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<br>
  
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== Toolpack application suite ==
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Problem: '''I want to do a factory reset'''
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*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.
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*Factory reset is available on recent versions of the TelcoBridges units. The procedure is described here: '[[Factory_Reset|Factory Reset]]'.
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<br>
  
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Coming soon.
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== Installation (for developers)  ==
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Problem: '''Toolpack fails during installation'''
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*See '[[Toolpack Installation:Toolpack installer troubleshooting|Toolpack installer troubleshooting]]'
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<br>
  
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Problem: '''Can't download a new software package '''<br>
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*You see this error while trying to download a software package with wget:<br>
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Resolving download.telcobridges.com... failed: Temporary failure in name resolution.
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wget: unable to resolve host address `download.telcobridges.com
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*See "nameserver" in&nbsp; [[TMG:Change_Management_IP_Address|Configure Management IP address]]
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<br>
  
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== Calls ==
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Problem: '''The Toolpack system does not start'''
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Problem: The Tmedia device does not accept or generate calls
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*See '[[Toolpack Installation:Validate Toolpack Installation|How to validate the Toolpack installation]]'
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<br>
  
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*To debug calls, different methods can be used:
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Problem: '''I want to change the hostname of the server running Toolpack'''
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*See '[[Toolpack Installation:Change hostname|How to change the host name]]'
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<br>
  
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**'''Using the Call Detail Records'''
 
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This can be done in the configuration database, using [[RADIUS]] or in text files. See [[Text Call Detail Records (CDR)]]
 
  
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== How to submit a problem  ==
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Problem: '''I don't know what else to do'''
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*Help our support team help you by giving as much information as possible; see '[[Support:How To Submit A Problem|How To Submit A Problem]]'
  
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**'''Using the log files'''
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[[Category:Tdev_OAM&P|Troubleshoot]]
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***'''Log files from web portal'''
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  Logs -> Select filename -> 2000 lines -> select Read
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Brief details on the application:
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::'''gateway''' application is for high-level call routing, like calling number and NAPs.
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::'''toolpack_engine''' handles the protocols and media
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::'''toolpack_sys_manager''' handles the configuration of the system
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::'''tboamapp''' controls the startup of the applications
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::'''tbstreamserver''' is used for playing and recording files (by default it is not started)
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::'''tblogtrace''' are log coming from the platform (TMP6400 or other)
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You can change the trace level of the application here:
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  Applications-> Configurations -> edit -> Log Params -> Default Trace Level
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And then activate the new configuration.
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***'''Log files from server'''
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You can get the files directly from the server running Toolpack at this location:
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  /lib/tb/toolpack/setup/12358/2.3/apps/
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or
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  C:\TelcoBridges\toolpack\setup\12358\2.3\apps\
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**'''Using the signaling traces'''
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You can get the signaling traces (SS7, ISDN and SIP) using the tbsigtrace program: [[Toolpack_Debug_Application:Tbsigtrace|using tbsigtrace]]
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== How to gather all logs ==
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Problem: Which application logs should I gathered?
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*See '[[Toolpack_Debug_Application:Tbdebug|How to gather logs with tbdebug]]'
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== How to submit a problem ==
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Problem: I don't know what else to do
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*Help our support team help you by giving as much information as possible; see '[[Support:How_To_Submit_A_Problem]]'
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Latest revision as of 06:20, 6 April 2017

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


Contents

Web portal

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


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.


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


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:

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


Fax Calls

Problem: Fax call is not working


SS7 CIC group is locally blocked

Problem: A SS7 Circuit Identification Code is blocked.


Network Interfaces

Problem: E1 trunks are not up


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


How to gather all logs

Problem: Which application logs should I gather?


Access to unit

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


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


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


Problem: The Toolpack system does not start


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



How to submit a problem

Problem: I don't know what else to do

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