Troubleshooting Toolpack

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

Installation

Problem: Toolpack fails during installation

• See 'Toolpack installer troubleshooting'

Problem: The Toolpack system does not start

• See 'How to validate the Toolpack installation'

Problem: I want to change the Ip Address of the TMG800/TMG3200 from static to DHCP or from DHCP to static.

• See 'How to change the IP address of a TMG800/TMG3200

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

• See 'How to change the host name'

Problem: E1 trunks are not up

• See 'How to debug trunk interfaces'
  

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  How_to_change_the_ip_address

Web portal

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

• See 'How to troubleshoot the web portal'
• See 'How to get status of the system'
• See 'How to change the configuration of the system'

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: Do not have permission to add features.

• See 'How to modify system 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 is stored in a MySQL database. See Database Backup.

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

Calls

Problem: The Tmedia device does not accept or generate calls

• To debug calls, different methods can be used:

• Using the Call Detail Records

This can be done in the configuration database, using RADIUS or in text files. See Text Call Detail Records (CDR)

• Using the web portal status

Status -> NAP -> Edit

You can see how many instantaneous calls incoming, outgoing, in the last hour, in the last 24 hours, etc.

• Using the log files

• Log files from web portal

 Logs -> Select filename -> 2000 lines -> select Read

Brief details on the application:

gateway application is for high-level call routing, like calling number and NAPs.

toolpack_engine handles the protocols and media

toolpack_sys_manager handles the configuration of the system

tboamapp controls the startup of the applications

tbstreamserver is used for playing and recording files; by default this application is not started. See How to Start Stream Server

tblogtrace are log coming from the platform (TMP6400 or other)

You can change the trace level of the application here:

 Applications-> Configurations -> edit -> Log Params -> Default Trace Level

And then activate the new configuration.

• Log files from server

You can get the files directly from the server running Toolpack. Connect SSH to the management port of the unit and get the files at this location:

 /lib/tb/toolpack/setup/12358/2.3/apps/

or

 C:\TelcoBridges\toolpack\setup\12358\2.3\apps\

• Using the signaling traces

You can get the signaling traces (SS7, ISDN and SIP) using the tbsigtrace program: using tbsigtrace

• Using the Toolpack programs backdoor tool

You can access to the toolpack applications directly by using the tbx_cli_tools_remote application. This application allows full control over any Toolpack application. This allows for example to view real time calls going through the Toolpack Engine.

Select this to learn How to use tbx cli tools remote program.

How to gather all logs

Problem: Which application logs should I gathered?

• See 'How to gather logs with tbdebug'

How to get a dump for a crashed Toolpack application

When one of the Toolpack application crashes, log files are most likely useless, since most of the time the crash is unrelated to the few traces found in the log files.
In order to debug a crash, TelcoBridges needs other debugging information (the "call stack" of the crashed application thread).
Procedure to get that information can be found here:
For release 2.5 and up, see 'Support:How To Get Toolpack Crash Dump'
For release 2.4 and up, see 'Support:How To Run Toolpack Application In gdb'

• 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

Problem: I don't know what else to do

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