Version 5.2/5.4 67 January 2009
Troubleshooting Guide 13. Debugging Procedures
13 Debugging Procedures
This section discusses debugging procedures:
''Case Reporting Procedures'' on page 67
''Syslog'
' on page 68
''Wi
reshark Network Sniffer'' on page 69
''CLI Debu
g Recording'' on page 72
13.1 Case Reporting Procedures
When reporting a problem to AudioCodes’ Technical Support department, the following
information should be provided:
Basic information (required for all types of problems):
• Problem description (nature of failure, symptoms, call direction, etc.)
• Network diagram
• ini configuration file (downloaded to your PC from the device, using the Web
interface)
• Syslog trace (without missing messages)
• Unfiltered IP network trace using the Wireshark application
(Note: If you are unable to collect all the network traffic, then at least collect the
mandatory protocols SIP, RTP, and T38.)
Advanced information (if required upon request):
• PSTN message traces - for PSTN problems
• Media stream traces - for problems related to voice quality, modem\fax, DTMF
detection, etc.
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