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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== Installation ==
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Problem: The Toolpack system does not start
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*See '[[Toolpack_Installation:Validate_Toolpack_Installation|How to validate the Toolpack installation]]'
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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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*See '[[TBLinux:How to change_the_ip_address|How to change the IP address of a TMG800/TMG3200]]
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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>
  
 
== Web portal  ==
 
== Web portal  ==
  
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'''Problem: The Toolpack web portal does not start or is not accessible.'''
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Problem: '''The web portal does not start or is not accessible.'''  
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*See '[[Toolpack Troubleshooting:Web Portal|How to troubleshoot the web portal]]'
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*See '[[Toolpack Troubleshooting:Web Portal|How to troubleshoot the web portal]]'  
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<br>
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*See 'How to get status of the system'
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Problem: '''I cannot perform addition or modification of configuration in the web portal. '''
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*See 'How to change the configuration of the system'
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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> '''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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<br>
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*See 'How to [[Toolpack Troubleshooting:Cannot Add or Edit Configuration|Edit the active configuration]]'
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<br> '''Problem: Do not have permission to add features.'''
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*See 'How to modify system configuration'
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<br> '''Problem: The system does not work properly with a copied configuration.'''
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Problem: '''The system does not work properly with a copied configuration.'''
 
*See [[Web Portal:Configuration Copy|How to copy a configuration]]
 
*See [[Web Portal:Configuration Copy|How to copy a configuration]]
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<br>
  
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<br> '''Problem: There are no web browser on the linux host server'''
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Problem: '''There are no web browser on the linux host server'''  
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ssh tunnel can be use to re-direct the connection on a remote host port to a local port:  
 
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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''How to setup with PuTTY''
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== System configuration backup<br>  ==
  
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*Connect to the remote host with ssh
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Problem: '''How do I&nbsp;make sure I keep my system configuration?'''<br>
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*Go in the change setting menu
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*Go in the Connection/SSH/Tunnels
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*Enter your source port (ex. 7777)
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*Enter your destination ( ex. 10.2.0.174:12358 )
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*Click Add
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*Click Apply
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*Start your favorite browser ( ex. http://127.0.0.1:7777 )
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== Toolpack MySQL configuration database ==
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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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'''Problem: I need to backup my Toolpack configuration.'''
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<br>
  
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To backup the MySQL database, use the following commands:<br>
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== Calls ==
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<pre> mysqldump -u tbdb --password=tbdbpw --opt toolpack_0 &gt; toolpack_0_bk.sql
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Problem: '''The Tmedia device does not accept or generate calls'''
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</pre>
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*See here: [[How to troubleshoot call routing|How to troubleshoot call routing]]
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Then, you need to save the "toolpack_0_bk.sql" file in a safe place.<br>  
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You can recover the database this way:<br>
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== Fax Calls  ==
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<pre>mysql -u tbdb--password=tbdbpw toolpack_0 &lt; toolpack_0_bk.sql
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Problem: '''Fax call is not working'''
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</pre>
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*Please follow the instructions here: [[How to troubleshoot Fax Calls|How to troubleshoot Fax Calls]]
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This procedure can also be used to make copies of similar configurations from one Toolpack system to another. The Serial Number of the hardware devices used (Tmedias) must be updated after the new database is in place (Hardware -&gt;&nbsp;Edit -&gt;&nbsp;Serial)<br>  
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<br>
  
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== SS7 CIC group is locally blocked<br>  ==
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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]]
 
<br>  
 
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Other useful mysql commands:<br>  
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== Network Interfaces <br> ==
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<pre>mysql –u tbdb –p tbdbpw
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Problem: '''E1 trunks are not up'''<br>  
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use toolpack_0;
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*See '[[How to Debug Trunk Interfaces|How to debug trunk interfaces]]'<br>
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show tables;
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SELECT * from system_infos;
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SELECT * from mysql.user;
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service mysqld stop
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service mysqld start
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ps -ef | grep mysqld
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</pre>
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Problem: '''Cannot ping VoIP interface''' <br>
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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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== Toolpack application suite ==
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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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Coming soon.
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== Access to unit ==
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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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== Calls ==
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Problem: '''I lost the SSH password'''
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Problem: The Tmedia device does not accept or generate calls
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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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*To debug calls, different methods can be used:
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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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:*'''Using the Call Detail Records'''
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== Installation (for developers)  ==
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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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Problem: '''Toolpack fails during installation'''  
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*See '[[Toolpack Installation:Toolpack installer troubleshooting|Toolpack installer troubleshooting]]'
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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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*'''Using the log files'''  
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Problem: '''The Toolpack system does not start'''  
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:*'''Log files from web portal'''
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*See '[[Toolpack Installation:Validate Toolpack Installation|How to validate the Toolpack installation]]'
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  Logs -> Select filename -> 2000 lines -> select Read
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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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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 this application is not started. See [[How to Start Stream Server]]
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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|How To Submit A Problem]]'
  
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== How to submit a problem ==
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[[Category:Tdev_OAM&P|Troubleshoot]]
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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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