espace UC V100R002C01SPC100 Troubleshooting Guide HUAWEI TECHNOLOGIES CO., LTD. Issue 02 Date

Transcription

1 V100R002C01SPC100 Issue 02 Date HUAWEI TECHNOLOGIES CO., LTD.

2 2012. All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means without prior written consent of Huawei Technologies Co., Ltd. Trademarks and Permissions and other Huawei trademarks are trademarks of Huawei Technologies Co., Ltd. All other trademarks and trade names mentioned in this document are the property of their respective holders. Notice The purchased products, services and features are stipulated by the contract made between Huawei and the customer. All or part of the products, services and features described in this document may not be within the purchase scope or the usage scope. Unless otherwise specified in the contract, all statements, information, and recommendations in this document are provided "AS IS" without warranties, guarantees or representations of any kind, either express or implied. The information in this document is subject to change without notice. Every effort has been made in the preparation of this document to ensure accuracy of the contents, but all statements, information, and recommendations in this document do not constitute the warranty of any kind, express or implied. Huawei Technologies Co., Ltd. Address: Website: Huawei Industrial Base Bantian, Longgang Shenzhen People's Republic of China i

3 Contents Contents 1 Troubleshooting Overview Fault Levels Precautions Requirements for Maintenance Personnel Overall Troubleshooting Process Overall Troubleshooting Flowchart Collecting Fault Scenario Information Evaluating a Fault Locating and Rectifying the Fault Verifying That the Fault Is Rectified Generating a Troubleshooting Report Seeking Help from Huawei Huawei Technical Support Fault Information Collection Check Items for Fault Information Collection Operation Procedure Information Collection Fault Information Collection on the espace Client Signaling Tracing Packet Capture Cyclic Packet Capture Remote Packet Capture Wireshark Log Collection UC Log Files Log Collection Methods Common Query Commands Fault Locating Methods Alarm Analysis Network Information Analysis Configuration Analysis BMU Faults espace Faults ii

4 Contents espace Meeting Faults Console System Faults Signaling Analysis SIP Voice or Video Call Signaling Narrowband Trunk Outgoing or Incoming Call Signaling Log Analysis BMU Logs CDR Logs espace Client Logs Login Faults Background Fault Locating Reference Troubleshooting Examples BMU Login Failure espace Login Failure espace Service Usage Faults Background Fault Locating Reference Troubleshooting Examples Offline Startup Failure Call Failure Poor Call Voice Failure to Send Instant Messages License Faults Fault Locating Reference Troubleshooting Examples BMU License Unavailability Failure to Load the License on the Unified Gateway Conference Service Faults Background Fault Locating Reference Troubleshooting Examples Failure to Initiate an Instant Conference Console System Service Faults Background Fault Locating Reference Troubleshooting Examples Failure for an Attendant to Answer a New Call During Another Call iii

5 Contents 9 CDR Faults Background Fault Locating Reference Troubleshooting Examples Failure to Query CDRs on the BMU... 错 误! 未 定 义 书 签 iv

6 1 Troubleshooting Overview 1 Troubleshooting Overview About This Chapter This topic describes the classification of fault levels, troubleshooting precautions, basic troubleshooting processes, and method for obtaining Huawei technical support. 1.1 Fault Levels Depending on the impact and scope of a fault, faults are classified as either emergency faults or ordinary faults. 1.2 Precautions This topic describes the precautions to be taken during fault locating and handling. 1.3 Requirements for Maintenance Personnel Only the qualified personnel can maintain the UC products. 1.4 Overall Troubleshooting Process This topic describes the overall troubleshooting process. 1.5 Huawei Technical Support 1.1 Fault Levels Depending on the impact and scope of a fault, faults are classified as either emergency faults or ordinary faults. Table 1-1 describes the methods for locating and processing emergency faults and ordinary faults. Table 1-1 Fault levels Fault Level Description Locating Method Handling Method Emergen cy fault Emergency faults refer to those that severely affect service operation, including interruption of Locate the faulty component or module as soon Recover services immediately and locate the root causes 1

7 1 Troubleshooting Overview Fault Level Description Locating Method Handling Method most services and charging exceptions. Table 1-2 describes the emergency fault judging criteria of Unified Communications (UC) products. as possible. of the fault. Ordinary fault Ordinary faults refer to those that are not emergency faults. Find the root cause. Rectify the fault. Table 1-2 Emergency fault judging criteria of UC products Service and Function Criteria Access service More than 20% voice call services fail for more than 60 seconds. More than 20% data services fail for more than 60 seconds. CDR service Service management More than 50% CDR services fail for more than 60 minutes. More than 20% users cannot use service management functions handling for more than 10 minutes. 1.2 Precautions This topic describes the precautions to be taken during fault locating and handling. Determine whether a fault is an emergency fault. If a fault is an emergency fault, recover services quickly by referring to the Emergency Maintenance. Comply with the operation regulations and industry security regulations to ensure your safety and equipment security. Take electrostatic discharge (ESD)-preventive measures; for example, wear ESD wrist straps when replacing device parts. Do not access the service network using any unauthorized computers. Control the use of network services. Record detailed information about problems that occur during maintenance. Record information about all significant operations, for example, restarting a process or enabling the debug function. Before performing such operations, check the feasibility of the operations, back up data, and prepare emergency and safety measures. Ensure that the operations are performed by qualified engineers. Exercise caution when you: Delete a directory or a file from the system. Modify database configuration files. Modify database attributes. 2

8 1 Troubleshooting Overview Delete system or database log files. Update, delete, alter, or drop data in the database. Stop a system module. Stop the system, database, and application processes. Run the kill command. Modify the configuration of a network device. 1.3 Requirements for Maintenance Personnel Only the qualified personnel can maintain the UC products. Have a basic knowledge of network devices, Windows and Linux operating systems, and SQL Server and Oracle databases; be capable of using the common operation commands related to network devices, operating systems, and databases; be capable of implementing maintenance using operation commands. Be familiar with the network of the UC service system and physical connections between onsite devices. Be familiar with the service process and system structure of the UC, and be skilled in operating the UC components. Understand how to collect fault information. Be able to use common troubleshooting tools. Be proficient in remote maintenance. 1.4 Overall Troubleshooting Process This topic describes the overall troubleshooting process. 3

9 1 Troubleshooting Overview Overall Troubleshooting Flowchart Figure 1-1 Overall troubleshooting flowchart Collecting Fault Scenario Information Collect information pertaining to a fault as specified in 2 Fault Information Collection. Fault occurring time and place Network and component version information Description of the fault symptom Evaluating a Fault Services that are affected by the fault, and the scope and impact of the fault Operations that a user or a maintenance engineer performed before the fault occurred Measures that have been taken after the fault occurred and the results Upon receiving the fault information, determine whether the fault is an emergency fault. If it is an emergency fault, see the Emergency Maintenance to recover the services; if it is not an emergency fault, see this document to locate and rectify the fault. 4

10 1 Troubleshooting Overview Locating and Rectifying the Fault Locating the Fault Locate the fault on the following layers: Collecting Fault Information Rectifying the Fault Component layer: Locate the specific component where the fault occurred, for example, a database. Module layer: After finding the faulty component, locate the faulty module, for example, the database listening port. After locating the faulty component, collect detailed information about the component, including the network, version number, logs, call detail records (CDRs), error codes, alarms, and memory information. For details, see 2 Fault Information Collection. After the faulty module is located, take measures to rectify the fault Verifying That the Fault Is Rectified After taking appropriate measures to rectify the fault, verify the results Generating a Troubleshooting Report It is recommended that a fault analysis report contain the following topics: Symptom Fault locating Troubleshooting Preventive suggestions Seeking Help from Huawei For the methods of obtaining technical support from Huawei, see 1.5 Huawei Technical Support. Before contacting Huawei technical support for help, prepare the following information: Full name of the office where the fault occurs Contact information, including a contact name and a fixed-line phone number or a mobile number Network and component version information Fault scenario and symptoms Remote maintenance environment and parameters for remote access 5

11 1 Troubleshooting Overview 1.5 Huawei Technical Support Table 1-3 describes the methods for obtaining Huawei technical support. Table 1-3 Methods for obtaining Huawei technical support If you... Please... At... Come across an emergency fault Come across an ordinary fault Dial the customer service center hotline Contact the globe technical support center View troubleshooting cases The contact address obtained from This document or product documents and cases at 6

12 2 Fault Information Collection 2 Fault Information Collection About This Chapter This topic describes the basic fault information collection methods. When a fault occurs, use these methods to collect fault information and locate the fault. 2.1 Check Items for Fault Information Collection If a fault cannot be rectified, collect fault information and send it to Huawei technical support. 2.2 Operation Procedure Information Collection If the fault can recur, and the description or screenshots of the configuration and operations performed before the fault occurs are obtained, the fault can be located and rectified easily. 2.3 Fault Information Collection on the espace Client The debughelp.bat tool is used to collect detailed espace fault information. 2.4 Signaling Tracing In the UC system, the espace EMS is provided to trace signaling. 2.5 Packet Capture Packets are captured and analyzed to check the correctness. Therefore, packet capture is a major measure to locate faults. 2.6 Log Collection Each UC component provides the log function to record system operation and running information, including fault information. 2.7 Common Query Commands This topic describes the common query commands in the Linux operating system, Oracle database, Unified Gateway, and IAD. 2.1 Check Items for Fault Information Collection If a fault cannot be rectified, collect fault information and send it to Huawei technical support. Refer to Fault Inormation Collection. 7

13 2 Fault Information Collection 2.2 Operation Procedure Information Collection If the fault can recur, and the description or screenshots of the configuration and operations performed before the fault occurs are obtained, the fault can be located and rectified easily. The operation procedures include the BMU, UC service, and Unified Gateway operation procedures. 2.3 Fault Information Collection on the espace Client Procedure The debughelp.bat tool is used to collect detailed espace fault information. Step 1 Go to the installation directory of the espace client. 1. Right-click the espace client icon and choose Properties. 2. Click Find Target in the dialog box that is displayed. Step 2 Double-click debughelp.bat. The NetCap window is displayed. Step 3 Click START to start information collection. Step 4 Re-perform the operation where the fault occurs, for example, logging in to the espace client. Step 5 After the fault reoccurs, click STOP on the NetCap page to stop information collection. A dialog box indicating the information storage path is displayed. Step 6 Click OK. The file where the fault information is saved is displayed. Step 7 Obtain the file. Fault information files are named by the date and time, for example, _19_ zip. Table 2-1 describes the collected fault information. Table 2-1 espace client fault information collection File/Folder Name log config capture1.cap ecs.ini plugin.ini server.ini Description Contains client run logs and SVN configuration data. Contains client configuration data. Contains network packets collected by the debughelp.bat. Contains client version information and run parameters. Contains client plug-in parameters, including the enterprise address book, instant message, and SMS message parameters. Contains server login and call rule information. 8

14 2 Fault Information Collection File/Folder Name system.txt USBPhone.ini Description Contains PC hardware, operating system, and drive information. Contains USB phone configuration data. ----End 2.4 Signaling Tracing Prerequisites Context In the UC system, the espace EMS is provided to trace signaling. The espace EMS has been deployed. The espace EMS manages the security, faults, performance, topology, access, and configurations. The espace EMS can trace the Session Initiation Protocol (SIP) signaling, primary rate access (PRA) signaling, R2 signaling, Signaling System No.7 (SS7) signaling, and user messages. Procedure Tracing signaling affects the performance of the Unified Gateway. Therefore, when signaling does not need to be traced, stop the corresponding tracing task in time. Step 1 Log in to the espace EMS GUI. Step 2 Choose Resource > Topology Management from the main menu. The Topology Management page is displayed. Step 3 In the topology, select the target NE, click as shown in Figure 2-1., and choose Manage from the displayed menu, The XXX Management window is displayed. In the window name, XXX indicates an NE name. Figure 2-1 Topology view Step 4 Click Trace Signaling in the navigation tree. 9

15 2 Fault Information Collection Step 5 Right-click a signaling type (for example, Broadband Signal > SIP), as shown in Figure 2-2. Figure 2-2 Creating a signaling tracing task Step 6 Choose Add. The Add Task dialog box is displayed. Step 7 Set parameters as prompted and click OK. A task node appears under the signaling type in the navigation tree. When the system time of the Unified Gateway reaches the time specified by Start time, a task tab page indicating the traced signaling is displayed on the right, as shown in Figure 2-3. Figure 2-3 SIP signaling Step 8 In the browse window, perform the following operations: 10

16 2 Fault Information Collection Click Lock, set the search criteria (case sensitive), and click Search. Fuzzy query is supported. The signaling meeting the search criteria is displayed in the window. Click Export to export the signaling. Click Details in the Details column to view signaling details. ----End Follow-up Procedure Analyze signaling to locate the fault by referring to 3.4 Signaling Analysis. 2.5 Packet Capture Packets are captured and analyzed to check the correctness. Therefore, packet capture is a major measure to locate faults Cyclic Packet Capture Remote packet capture and cyclic packet capture are performed in specified environments. Step 1 for Cyclic Packet Capture: Start Cyclic Packet Capture When a fault occurs occasionally and the occurrence time is uncertain, use cyclic packet capture to obtain fault information. The Wireshark tool provides the packet capture function in command-line mode on common PCs. You can specify the size and quantity of packets to be captured. For example, set each packet size to 10 MB and set the number of packets captured in a period to 100. In this case, the 101st packet overwrites the first packet. The requirements on the work environment are as follows: The hard disk space for storing packets on the PC is sufficient. The packet filter and recombination tool capfil is obtained, which can be downloaded on Internet. Step 1 Choose Start > Run. Step 2 Enter cmd and press Enter. The command-line interface (CLI) is displayed. Step 3 Run the cd dir command to go to the Wireshark installation directory, as shown in Figure 2-4. In the preceding command, dir specifies the Wireshark installation path. If the Wireshark installation path is not on disk C, run the preceding command, and then enter disk letter:, for example, d: and press Enter. 11

17 2 Fault Information Collection Figure 2-4 Going to the Wireshark installation directory Step 4 Query the current PC network interface card (NIC) index and description to determine the NIC used for packet capture. 1. Open the Local Area Connection Properties dialog box to query the NIC model used, as shown in Figure 2-5. Figure 2-5 Querying the NIC model 2. Run the dumpcap -D command on the CLI to query the NIC index number, as shown in Figure

18 2 Fault Information Collection Figure 2-6 Querying the NIC index number Step 5 Start cyclic packet capture. In this example, set each packet size to 100 MB, and set the number of packets captured in each period to 100. In this case, about 10 GB disk space is required. Ensure the sufficient disk space. Run the following command to start cyclic packet capture, as shown in Figure 2-7. dumpcap -i 2 -w D:\aa.pcap -b filesize: b files:100 Figure 2-7 Starting cyclic packet capture Table 2-2 Parameter description Parameter Description -i NIC index number. -w Name of the file for storing captured packets. -b Cyclic packet capture. filesize files Each packet size, in kbit. Total number of packets captured in each period. ----End To obtain the online help of the dumpcap command, run the dumpcap -h command. 13

19 2 Fault Information Collection Step 2 for Cyclic Packet Capture: Stop Packet Capture After starting cyclic packet capture, the administrator can leave the equipment room. When receiving the fault report, the administrator must return to the equipment room immediately and stop packet capture. Step 1 Press Ctrl+C on the CLI to stop packet capture. ----End Step 3 for Cyclic Packet Capture: Filter and Recombine Packets Cyclic packet capture takes a long period of time and the captured packet size is large. It is difficult to send the packets to Huawei engineers. The capfil tool helps to solve this problem. The tool has the following functions: Reads multiple files in wildcard form and generates a file after filtering Filters packets by time segment Filters packets by IP address and port number Step 1 Change the file name extension of the captured packets in step 1 to.cap. Step 2 Save the capfil.exe file and packets in the same path, for example, D:\cap. Step 3 Open the CLI, and run the cd dir command to go to the packet directory. In the preceding command, dir specifies the packet path. If the packet path is not on disk C, run the preceding command, and then enter disk letter:, for example, d: and press Enter. Step 4 Filter and recombine packets by filtering criteria based on the fault scenario. The parameters such as time, IP address, and port number in the following commands are examples. Change them based on the site scenario. Run the following command to filter all packets. The command contains the fault source IP address, and fault occurrence start time and end time. The obtained data after filtering is stored in the out.cap file. capfil -r *.cap -w out.cap -stime " :00:00" -etime " :30:00" -ip " " Run the following command to filter packets by port number. Assume that the port number is the default SIP port number The data obtained after filtering is stored in the out2.cap file. capfil -r *.cap -w out2.cap -udpport 5060 Run the following command to filter packets by IP address. The packets of the IP addresses in the command are obtained. The obtained data after filtering is stored in the out3.cap file. capfil -r *.cap -w out3.cap -ip " " -ip " " -ip " " ----End To obtain the online help of the capfil command, run the capfil/? command. 14

20 2 Fault Information Collection Remote Packet Capture Context Procedure When maintenance engineers are in other locations and cannot capture network packets in equipment rooms, they can use the remote packet capture tool to connect remote PCs to devices' network ports and capture network packets. In UC solution, only the IAD supports remote packet capture,the IAD does not support remote packet capture on the VLAN. If the VLAN tag is configured for data or the VLAN is configured for the FE port, remote packet capture cannot be performed. Step 1 Install the IAD packet capture tool recvtool on a PC. Step 2 Log in to the IAD as the administrator. This topic describes how to capture the user signaling and media stream on IAD132E(T) port 3. Step 3 Set the packet export network port to FE1 or FE2 port on the IAD. TERMINAL(advanced-config)#capture outinterface fe Step 4 Set the IP address of the packet capture server to the IP address of the PC where the IAD packet capture tool is installed. Use the default port number TERMINAL(advanced-config)#capture server ipaddress Step 5 Enable the signaling capture function. TERMINAL(advanced-config)#capture signal on Step 6 Enable the user media stream capture function on port 3 and set the packet capture direction to two-way. TERMINAL(advanced-config)#capture media start direction all userport 3 Step 7 Double-click to start the packet capture tool. Step 8 Click... and enter the name of the file for storing captured packets, for example, iad1, as shown in Figure

21 2 Fault Information Collection Figure 2-8 Configuring the packet capture tool Step 9 Click Save. Step 10 Click Start. Check whether the connection between the IAD and the remote packet capture server has been established on the IAD. If the following information is displayed, the connection has been established, and the packet capture tool starts capturing packets. TERMINAL(config)#display capture ======================================================== state: server started The config of capture: capture server IP address: capture server UDP port: capture mode: all captured output interface: FE1/2 ======================================================= If the message "WARNING:The capture server can not reach!" is displayed, the connection has not been established. Check the connection after 30 seconds. If the message is not displayed, the connection has been established. When the size of the file for storing captured packets reaches 30 MB, the file is saved automatically, a new file is generated, and the packet capture continues. Do not operate the file during packet capture. Otherwise, the file may be incomplete. Step 11 Click Stop or Quit after packet capture is complete. Step 12 Start the Wireshark, and import the file, for example, iad1.cap, for storing captured packets to view relevant data. ----End 16

22 2 Fault Information Collection Wireshark Tool Introduction Obtaining Method Wireshark is a tool for capturing and analyzing network packets. Wireshark converts the binary data streams to text and figures that are easy to understand. Use Wireshark to capture signaling on a certain port to determine whether the port is faulty. Access and download the Wireshark installation file. User Maintenance engineers Test engineers Function Function Description Captures packets and analyzes signaling such as SIP, PRA, SS7, and R2. The Wireshark can run in various operating systems, such as the UNIX, Linux, and Windows operating systems. The Wireshark provides the following functions: Captures messages on running nodes. Analyzes data that is captured from the network. Analyzes hard disk data that is captured by other tools. Common Operations and Menus 1.Wireshark Main Page This topic describes the common operations and menus of the Wireshark. For details about the menu functions, see the Wireshark online help. The ARP.cap - Wireshark page consists of six panes: menu pane, shortcut button pane, filter pane, packet list pane, packet details pane, and packet bytes pane, as shown in Figure

23 2 Fault Information Collection Figure 2-9 ARP.cap - Wireshark page Menu Pane The menu pane contains the following menus: File Contains items to open and merge capture files, save, print, or export capture files in whole or in part, and to exit the Wireshark. Edit Contains items to find a packet, mark one or more packets, and set your preferences (such as fonts, color, time format, and parsing application), and then save the preferences as default settings. View Go Controls the display of the captured data, such as time format and color of packets transmitted using different protocols. Contains items to go to a specific packet. Capture Allows you to set capture parameters, including selecting network adapters, starting and stopping captures. Analyze Allows you to enable or disable protocol dissectors. Statistics Contains items to display various statistic windows, including a summary of the packets that have been captured and displaying protocol hierarchy statistics. Help 18

24 2 Fault Information Collection Shortcut Button Pane Filter Pane Packet List Pane Contains items to help users, such as access to some basic help, a list of supported protocols, and user guides. Lists the shortcut buttons for common functions. When the pointer is moved to a button, its function is displayed. Specifies the filter expression. You can set the filter expression to filter out only the required packets for analysis. For details about the filter expression usage, see SIP Protocol Analysis. Lists all packets according to the time, address, and protocol. The Wireshark displays the protocols and types of the packets that can be parsed. The Wireshark marks the packets whose formats or processes are faulty with colors. Because the Wireshark is not entirely intelligent, the marks can be used only for reference, not as the analysis basis. For detailed analysis, view the packet content and analyze the packet based on the signaling process. Packet Details Pane Packet Bytes Pane 2.Common Operations Context Displays packet contents by protocol or network layer. The Wireshark parses all fields if a packet can be parsed. The Wireshark analyzes TCP packets based on packet serial numbers to check the signaling process. Displays the original packet contents in the hexadecimal format on the left, with the matching ASCII characters on the right. The Wireshark can be used only after it is bound to a network adapter. After being installed on a PC, the Wireshark can capture only the packets passing through this network adapter. Therefore, before using the Wireshark to capture packets, configure the network to ensure that packets can be sent to the network adapter to which the Wireshark is bound. 19

25 2 Fault Information Collection Procedure Step 1 Double-click to start the Wireshark. The Wireshark main page is displayed, as shown in Figure Figure 2-10 Wireshark main page Step 2 Choose Capture > Options. The Wireshark: Capture Options page is displayed, as shown in Figure

26 2 Fault Information Collection Figure 2-11 Wireshark: Capture Options page Main areas on the Wireshark: Capture Options page are described as follows: Capture Interface Specifies the network adapter for capturing packets. After the Wireshark is installed, the system automatically generates a logical network adapter, as shown in Figure In addition to the logical network adapter, a physical network adapter is required. During the actual packet capture, select a correct physical network adapter, especially for a host with multiple network adapters. A physical network adapter will be displayed in the drop-down list box only after the WinPcap is installed. The network adapter in this example is only a logical network adapter, not the physical network adapter for capturing packets. Capture Filter Specifies the filter criteria. The Wireshark captures only the packets that comply with the filter criteria. For example, if Capture Filter is set to host , only packets sent and received by the host whose IP address is will be captured. 21

27 2 Fault Information Collection Table 2-3 describes the filter criteria categories specified by Capture Filter. Table 2-3 Filter criteria categories specified by Capture Filter Filter Criteria Category Capture the packets passing through the MAC address 08:00:08:15:ca:fe Capture the packets passing through the IP address Capture the packets passing through the TCP port 80 Capture the packets sent and received by the IP address , excluding the HTTP packets (packets passing through the TCP port 80) Example ether host 08:00:08:15:ca:fe host tcp port 80 host and not tcp port 80 Capture File(s) Specifies the path for automatically saving the captured packets as files. Ensure that the destination hard disk has sufficient free space. Display Options Specifies whether to display the real-time capture results during the packet capture. Select Update list of packets in real time. The packet list is displayed on the Wireshark main page. Select Automatic scrolling in live capture. If the captured results exceed one screen, the results are displayed in automatic scrolling mode. Deselect Hide capture info dialog. The Captured Packets page shown in Figure 2-12 is displayed during the packet capture, with the real-time information about the numbers of captured packets of various protocols. 22

28 2 Fault Information Collection Figure 2-12 Captured Packets page Step 3 Click Start. The Wireshark starts to capture packets. The ARP.cap - Wireshark page is displayed, as shown in Figure Figure 2-13 ARP.cap - Wireshark page 23

29 2 Fault Information Collection Step 4 Recur the fault. Step 5 Choose Capture > Stop. The Wireshark stops capturing packets. Step 6 Choose File > Save As. The Wireshark: Save file as page is displayed. Name the file and set the save path as prompted. Step 7 Click OK. The captured results are saved. Step 8 Choose File > Quit to exit the Wireshark. ----End Filter Rules for the Captured Package Information The Wireshark uses simple expressions to implement the powerful filtering function. A user can specify the source IP address, destination IP address, and packet field contained in a protocol or packet, or combine any of the preceding filter criteria. The Wireshark supports various logical operations, such as ==,!=, >, <, and, or. Different from Capture Filter under the Option submenu of Capture, the filter rule specifies the packet capture results that are displayed, as shown in Figure Figure 2-14 Displaying packets transmitted using GTP 1.Filter Expression Rules Comparison Symbols The Wireshark can use comparison symbols (English words or operators) to form filter expressions. Table 2-4 describes the comparison symbols used in filter expressions. 24

30 2 Fault Information Collection Table 2-4 Comparison symbols used in filter expressions English Operator Description and Setting eq == Equal to ip.addr== ip.addr eq ne!= Not equal to!(ip.addr == )!(ip.addr eq ) gt > Greater than frame.pkt_len > 10 frame.pkt_len gt 10 lt < Smaller than frame.pkt_len < 128 frame.pkt_len lt 128 ge >= Equal to or greater than frame.pkt_len >= 0x100 frame.pkt_len ge 0x100 le <= Smaller than or equal to frame.pkt_len <= 0x20 frame.pkt_len le 0x20 Logical Operators The Wireshark can use logical operators to combine multiple filter expressions. For example, if you want to filter out packets that are transmitted using the GPRS tunneling protocol (GTP) and through the IP address , use the filter expression gtp && ip.addr== Table 2-5 describes the logical operators used in filter expressions. Table 2-5 Logical operators used in filter expressions English Operator Description and Setting and && And or Or not! Not ip.addr== and tcp.flags.fin ip.addr== or ip.addr== not llc 25

31 2 Fault Information Collection Setting Protocol Fields To set the protocol fields, proceed as follows: 1. Set filter criteria. Enter the protocol fields in the Filter text box. For example, if you want to filter out TCP packets that are transmitted through port 1022, enter tcp.port==1022, as shown in Figure Figure 2-15 Protocol field example Customize filter expressions. a. Click Expression next to Filter. The Wireshark: Filter Expression dialog box is displayed, as shown in Figure Figure 2-16 Wireshark: Filter Expression dialog box b. Select a field, select a relation, and then enter a value in the Value (IPv4 address) test box, as shown in Figure

32 2 Fault Information Collection c. Click OK. Check whether a filter expression is correct. If the filter expression is correct, the background color of the Filter text box is green, as shown in Figure Figure 2-17 Displayed Filter text box if the filter expression is correct If the filter expression is incorrect, the background color of the Filter text box is dark pink, as shown in Figure Figure 2-18 Displayed Filter text box if the filter expression is incorrect Common Filter Expressions 2. Press Enter or click Apply. The packets that meet the filter criteria are displayed. Common filter expressions used to filter out packets are as follows: Filter expressions that specify protocols ip icmp tcp gtp gre http Filter expressions that specify addresses IP address ip.addr== Source IP address ip.src== Destination IP address ip.dst==

33 2 Fault Information Collection Source Media Access Control (MAC) address eth.src == 00:e0:fc:44:5e:a1 Source User Datagram Protocol (UDP) port udp.srcport == 2123 Filter expressions that specify fields (message types) GTP Echo Request messages gtp.message == 0x01 Remote authentication dial-in user service (RADIUS) accounting request or response messages radius.code == 4 radius.code == 5 Filtering Segment Packets Use the filter criteria!(ip.frag_offset == 0) to check whether segment packets exist. Choose Analyze > Expert Info. If TCP Bad checksum is displayed, segment packets may exist, as shown in Figure The Wireshark does not combine segment packets or verify that Checksum is correct. Therefore, Bad checksum is displayed. Figure 2-19 Suspicious packets displayed on the Expert Infos page The Ethernet allows a maximum data frame length of 1,500 bytes and the IEEE allows a maximum data frame length of 1492 bytes. Maximum data frame length at the link layer is called a Max Transfer Unit (MTU). Most networks have an MTU. If a packet sent from the IP layer is greater in size than the MTU at the link layer, the packet must be divided into fragments whose sizes are smaller than the MTU. 2.Filter Expression Construction Tips To use the application filter to construct a filter expression, proceed as follows: 28

34 2 Fault Information Collection 1. Expand the message parsing contents. 2. Right-click a field, and then choose Apply as Filter > Selected. The field is set as a filter criterion and displayed in the Filter text box, and the corresponding data packets are displayed based on this expression, as shown in Figure Figure 2-20 Setting a field as a filter criterion and starting the filtering immediately The differences between the Prepare a Filter menu and the Apply as Filter menu are as follows: After you choose Apply as Filter > Selected, the selected field is set as the filter criterion directly and the data packets that meet the filter criterion are displayed immediately. After you choose Prepare a Filter > Selected, the selected field is displayed in the Filter text box but no filter is performed. You can modify the filter criterion as required. After you click Apply, data packets that meet the filter criterion are displayed, as shown in Figure

35 2 Fault Information Collection Figure 2-21 Preparing to set a field as a filter criterion Typical Scenario 1.SIP Protocol Analysis This topic describes how to use the Wireshark to analyze SIP signaling. After starting the Wireshark, enter sip in the Filter text box. Then all SIP signaling that passes through the network adapter is filtered out. Information in the Captured Packet List Window Figure 2-22 shows the information in the captured packet list window. Source address from which a signaling record is sent IP address of the host that sends the signaling record Destination address to which a signaling record is sent Basic information about a signaling record Whether the signaling is a request or a status message. Figure 2-22 Information in the captured packet list window After a signaling record is selected, the protocol layer information about the signaling record is displayed in the protocol layer description window. 30

36 2 Fault Information Collection Information in the Protocol Layer Description Window Pay attention to the information at the application layer. Physical layer The first layer in the protocol layer description window is the physical layer, which contains Frame Number and Packet Length, as shown in Figure Figure 2-23 Physical layer of the SIP protocol Data link layer The second layer in the protocol layer description window is the data link layer, which contains the MAC address of the sender (Source), MAC address of the receiver (Destination), and packet type (Type), as shown in Figure At the data link layer, ensure that the MAC addresses are correct. If the MAC addresses are incorrect, the network device cannot send the packet to the expected destination address. Figure 2-24 Data link layer of the SIP protocol Network layer 31

37 2 Fault Information Collection The third layer in the protocol layer description window is the network layer, which contains the source IP address (Source), destination IP address (Destination), packet length (Total length), and checksum (Header checksum), as shown in Figure Figure 2-25 Network layer of the SIP protocol At the network layer, check whether: The source IP address and destination address are correct. The length of a packet exceeds the maximum length allowed by a certain device. Transport control layer The fourth layer in the protocol layer description window is the transport control layer, which contains Source port, Destination port, packet length (Length), and Checksum, as shown in Figure Figure 2-26 Transport control layer of the SIP protocol At the transport control layer, check whether: The destination port is correct. The application process port is correct. The checksum information is correct. 32

38 2 Fault Information Collection The network adapters of certain devices may calculate the checksum of the User Datagram Protocol (UDP) layer. If the checksum is incorrect, the network adapter of the device may discard the packet. Application layer The fifth layer in the protocol layer description window is the application layer, which contains the SIP protocol details. The signaling record consists of Request-Line and Message Header. If a message includes a message body, Message Body is also included, as shown in Figure Figure 2-27 Request messages at the application layer of the SIP protocol The message header information can be used to locate faults, as shown in Figure Figure 2-28 Message header information In the message header, pay attention to the following information: Call-ID 33

39 2 Fault Information Collection Unique identifier of a group of messages. The requests and responses of a UA in a session share the same Call-ID. Therefore, you can obtain the information about the requests and responses of a session by querying the Call-ID. Right-click a Call-ID to be queried, and then choose Apply as Filter > Selected, as shown in Figure Figure 2-29 Filtering a Call-ID out Then the signaling records that share the same Call-ID are displayed in the captured packet list window. The Call-ID that is filtered out is displayed in the Filter text box on the toolbar, as shown in Figure Figure 2-30 Value of Filter on the toolbar From Source address of the request. To Logical receiver of the request. User-Agent Information about the User Agent Client (UAC) that initiates the request. If the value of User-Agent is Conf-serv/3GPP, the request is initiated by a personal computer (PC). Common Tips Changing the Time Display Mode 34

40 2 Fault Information Collection The absolute time generated after the gateway GPRS support node (GGSN) users use the tmf2cap to convert.tmf files to.cap files may be incorrect. You can use the relative time to view the packet delay information. Generally, data packets are displayed by relative time in the program, which is the interval between a subsequent packet and the initial packet. You can choose View > Time Display Format to change the time display mode. The Time Display Format menu contains four options, as shown in Figure Time of Day: for example, 18:23: Date and Time of a Day Seconds Since Beginning of Capture Seconds Since Previous Captured Packet, which is used for viewing the time delay between packets. Figure 2-31 Changing the time display mode Loading the Custom Format Library You can download or customize a format library for an application protocol that cannot be parsed by the Wireshark, and then load the format library to the Wireshark. Then the Wireshark can parse the application protocol, as shown in Figure For example, after you decompress the libxml2.rar file and copy the.dll file in the decompressed directory to the Wireshark installation directory, the Wireshark can parse the diameter protocol. The default Wireshark installation path is C:\Program Files\Wireshark. 35

41 2 Fault Information Collection Figure 2-32 Parsed diameter protocol after the diameter format library is loaded Customizing the Non-Standard Port Applications The Wireshark cannot identify the type of an application protocol that uses a non-standard port. Users can customize a protocol for parsing the non-standard port application protocol. 1. If the HTTP application has been enabled on port 1031 in an office, select the data packet on port Choose Analyze > Decode As, as shown in Figure Figure 2-33 Decode As menu 36

42 2 Fault Information Collection You must choose Analyze > Decode As and select a protocol each time when you start the Wireshark to parse a non-standard port application protocol. 3. Select an application protocol, and then click Apply, as shown in Figure Figure 2-34 Customizing a protocol for parsing the non-standard port application protocol 4. Click OK. Splitting and Merging Result Files 1. Split a result file. Choose File > save as, and then split a result file, as shown in Figure Use the filter to display the information that you want to save as files separately, and then click displayed in the Packet Range area. Click Range, and then enter a number range, for example Then packets numbered from 1 to 1038 are saved as a file. 37

43 2 Fault Information Collection Figure 2-35 Save file as dialog box 2. Merge a result file. Choose File > Merge. Displaying Traffic Waveform Chart The system prompts you to save the result file before merging it. Enter the name of the result file to be merged, and then click Save. Select the file to which you will merge the result file, and then click Open. The Wireshark can generate traffic waveform charts based on the captured data packets. You can set filter criteria to display the waveform charts of certain protocol traffic or user traffic in a certain period. Choose Statistics > IO Graphic. The Wap service.cap dialog box is displayed, as shown in Figure

44 2 Fault Information Collection Figure 2-36 Wap service.cap dialog box By default, all traffic waveform charts are displayed. After you set the filter criteria in the filter, only traffic waveform charts that meet the filter criteria are displayed. Calculating the Packet Traffic The following describes the common method for calculating the packet traffic. When receiving a request for calculating the packet traffic, you must verify that the extended field statistics in the Call Detail Records (CDRs) are correct. Choose Statistics > Conversations in the Wireshark. The Conversations page is displayed, as shown in Figure Figure 2-37 Conversations page 39

45 2 Fault Information Collection In the basic packet information, such as all types of packets generated during mobile phone conversions, the TCP and UDP tab pages are displayed. On the TCP tab page, the following columns are included: Address A, Port A, Address B, Port B, Bytes, Bytes A->B, and Bytes A<-B. On the TCP and UDP tab pages shown in Figure 2-37, packets that have same address but different port numbers are displayed in different columns but are calculated together. Choose Statistics > Summary to calculate the total packet bytes. Before calculating the total packet bytes, ensure that the filter criteria are set. After the preceding packet length is calculated, subtract 14 bytes (layer 2 information) and packet encapsulation added to the original packets by GGSN or Serving GPRS Support Node (SGSN), such as generic routing encapsulation (GRE) or GPRS tunneling protocol (GTP) encapsulation. The various encapsulation lengths are as follows: GTP V0 header 20 bytes GTP V1 header: The fixed part is 8 bytes and the common part is 12 bytes. UDP header 8 bytes IP header 20 bytes GRE header 4 bytes The window for parsing packets in the Wireshark includes: Upper part: area for obtaining packet serial numbers Middle part: area for parsing the selected packet Lower part: area for displaying the original code streams for the selected packet In the Wireshark, you can enter filter criteria in the Filter text box shown in Figure 2-38; the packets that meet the filter criteria are displayed. For example, to query the packets that are sent from or to the IP address , enter ip.addr== in the Filter text box, and then click Apply. The packets that are sent from or to the IP address are displayed, as shown Figure

46 2 Fault Information Collection Figure 2-38 Filtering out the captured packets Using the RTP to Analyze 2833 Packets To use the RTP to analyze 2833 packets, proceed as follows: 1. Use the Wireshark to open the bearer network port captured file in.pcap or.cap format. 2. Enter (rtp) && (rtp.p_type > 34) or rtpevent in the Filter text box. 3. Press Enter. All files that are transferred using RFC 2833 in the captured information are filtered out, as shown in Figure

47 2 Fault Information Collection Figure 2-39 RTP information 2833 packets use the sampling mode to send a number for multiple times. Numbers are separated by RTP packets whose Event is TRUE, as shown in Figure The procedure for sending the number 6 is used as an example. The message "End of Event: False" in the packet parsing area indicates that the number 6 has not been sent completely. 42

48 2 Fault Information Collection Figure 2-40 Message "End of Event: False" The message "End of Event: True" in the packet parsing area indicates that the number 6 has been sent to the media stream. Then the number collection process is complete. 43

49 2 Fault Information Collection Figure 2-41 Message "End of Event: True" To convert the captured UDP packets to RTP packets, go to Right-click a signaling record in the UDP column. A shortcut menu is displayed, as shown in Figure Figure 2-42 Displayed shortcut menu 44

50 2 Fault Information Collection 5. Choose Decode As. The Decode As dialog box is displayed, as shown in Figure Figure 2-43 Decode As dialog box 6. Select RTP on the right pane. 7. Click OK. A page shown in Figure 2-44 is displayed. The captured UDP packets have been converted to RTP packets. Then perform 1 through 3 to verify that the packet information has been transmitted to the media stream. 45

51 2 Fault Information Collection Figure 2-44 Converting UDP packets to RTP packets 2.6 Log Collection UC Log Files Each UC component provides the log function to record system operation and running information, including fault information. This topic describes log files of each component in the UC solution. Table 2-6 UC log files NE Log File Path Description BMU (for Windows) bmu.log bmu.log.* (* indicates a number) Installation directory\espace_uc\espac e_uc_server\logs\bmu Records the BMU running status. The current log file is named bmu.log, and the files generated before the current file are named bmu.log.*, whose maximum size is 10 MB. Obtain one or two log files generated when a fault occurs, for example, bmu.log and bmu.log.1. 46

52 2 Fault Information Collection NE Log File Path Description BMU_error.log Installation directory\espace_uc\espac e_uc_server\logs\bmu Records the exception information that is not captured during BMU running. winmax.log Installation directory\espace_uc\espac e_uc_server\logs\bmu Records information about the connection between the BMU and the winmax charging system. eaus.log Installation directory\espace_uc\espac e_uc_server\server\logfile \updateserver Records the running status of the client upgrade server. BMU (for Linux) bmu.log bmu.log.* (* indicates a number) Installation directory/espace_uc/espac e_uc_server/logs/bmu Records the BMU running status. The current log file is named bmu.log, and the files generated before the current file are named bmu.log.*, whose maximum size is 10 MB. Obtain one or two log files generated when a fault occurs, for example, bmu.log and bmu.log.1. BMU_error.log Installation directory/espace_uc/espac e_uc_server/logs/bmu Records the exception information that is not captured during BMU running. winmax.log Installation directory/espace_uc/espac e_uc_server/logs/bmu Records information about the connection between the BMU and the winmax charging system. eaus.log Installation directory/espace_uc/espac e_uc_server/logs/bmu Records the running status of the client upgrade server. eserver(for Windows) emonitor.log Installation directory\espace_uc\espac e_uc_server\logs\monitor Tool Records the running status of emonitor components. imgserver.debug imgserver.log Installation directory\espace_uc\espac e_uc_server\logs\eserver Records the running status of the IMGServer. 47

53 2 Fault Information Collection NE Log File Path Description Imserver.debug Imserver.log Installation directory\espace_uc\espac e_uc_server\logs\eserver Records the running status of the IMServer. eserver(for Linux) emonitor.log Installation directory/espace_uc/espac e_uc_server/logs/monitor Tool Records the running status of emonitor components. imgserver.debug imgserver.log Installation directoryespace_uc/espac e_uc_server/logs/eserver Records the running status of the IMGServer. Imserver.debug Imserver.log Installation directory/espace_uc/espac e_uc_server/logs/eserver Records the running status of the IMServer. MAA (for Windows) MBServer.log Installation directory\espace_uc\espac e_uc_server\server\maa\ webapps\mbserver\logs Records logs during MAA running. MAA (for Linux) MBServer.log Installation directory/espace_uc/espac e_uc_server/logs/maa Records logs during MAA running. CDRServer BILLLog_0.txt Installation directory\espace_uc\espac e_cdr\cdrserver\cdrse rverlog Records the running status of the Bill process. FTPLog_0.txt Installation directory\espace_uc\espac e_cdr\cdrserver\cdrse rverlog Records the running status of the FTP process. MonitorLog_0.txt Installation directory\espace_uc\espac e_cdr\cdrserver\cdrse rverlog Records the running status of the Monitor Console. mmllog_0.txt Installation directory\espace_uc\espac e_cdr\cdrserver\cdrse rverlog Records the running status of the MML process. espace Meeting server mcms_0104_*.lo g (* indicates a number) Installation directory\espace_uc\espac e_meeting\log Records the running status of the espace Meeting server. espace Meeting client mcstub_*1.log (* indicates a number) Path of client logs for espace Meetings that are accessed from the espace client: Installation directory\espace_uc\enter Records the running status of the espace Meeting client. 48

54 2 Fault Information Collection NE Log File Path Description prise_uc\cwbin\trace Path of client logs for espace Meetings that are accessed from Internet Explorer: Records the running status of the espace Meeting client. Installation directory\program data folder of the current system user\cenwave\trace On the Windows XP operating system, the default value of program data folder of the current system user for administrator login is as follows: C:\Documents and Settings\administrator\Appl ication Data\ On the Windows 7 operating system, the default value of program data folder of the current system user for administrator login is as follows: C:\Users\administrator\App Data\Local\Temp\ Console server CTISRVLog.txt Installation directory\espace_uc\espac e_console\console_server\ log Records Console server operation and service information. CTIServerLog.lo g Installation directory\espace_uc\espac e_console\console_server\ log Records commissioning information. All files in the fr_exception directory Installation directory\espace_uc\espac e_console\console_server\ fr_exception Records system fault information. Softconsole All.log Installation directory\espace_uc\espac e_console\soft_console\lo g Records Softconsole operation and service information. sipx.log Installation directory\espace_uc\espac e_console\soft_console\lo Records information related to the SIP protocol. 49

55 2 Fault Information Collection NE Log File Path Description g edirectory OpenLDAP N/A N/A Log Collection Methods This topic describes the log collection methods of components in espace UC solution. Component BMU espace MAA server espace Meeting server and client UMS server CDRServer Console system Unified Gateway IAD IP Phone Log Collection Method Copy log files from the path specified in Table 2-6 in UC Log Files. To obtain espace client logs, use the debughelp.bat tool. For details, see 2.3 Fault Information Collection on the espace Client. To obtain espace server logs, copy the imgserver.debug, imgserver.log, Imserver.debug, and Imserver.log files from the paths specified in Table 2-6 in UC Log Files. Copy log files from the path specified in Table 2-6 in UC Log Files. Copy log files from the path specified in Table 2-6 in UC Log Files. Log in to the UMS web management page, and choose UMS > System Log Management from the navigation tree on the left. Copy log files from the path specified in Table 2-6 in UC Log Files. Copy log files from the path specified in Table 2-6 in UC Log Files. Use the UCMaint tool to collect Unified Gateway logs. For details, see Fault Management > Troubleshooting > Common Methods for Locating Faults > Log Analysis in the Unified Gateway VoIP Integrated Exchange Product Documentation. The IAD reports logs to the log server, enabling users to view the logs on the log server. For details, see Maintenance > Security Maintenance > Application Layer Security > Passwords of the Accounts at the Application Layer > Checking IAD Logs in the IAD Product Documentation of the IAD in the corresponding model. The IP phone reports logs to the log server, enabling users to view the logs on the log server. For details, see Troubleshooting > Methods of Locating Faults > Displaying Debugging Logs in the Administrator Guide of the IP phone in the corresponding model. 50

56 2 Fault Information Collection 2.7 Common Query Commands This topic describes the common query commands in the Linux operating system, Oracle database, Unified Gateway, and IAD. Commands in the Linux Operating System Content to Be Queried Current system user Processes Resource usage Memory information Operating system version information CPU Device partitioning information Disk space usage of the file system Command who User processes: ps All running processes: ps aux Ten processes that have the highest CPU usage: ps aux head -1 ;ps aux sort -rn +2 head -10 top All memory information: free cat /proc/meminfo Ten processes that have the highest memory usage: ps aux head -1 ;ps aux sort -rn +3 head -10 Current operating system version: cat /etc/suse-release Kernel version: uname -a cat /proc/cpuinfo cat /proc/partitions df File attributes ls -l Network port information ifconfig -a Port information netstat [-a] [-e] [-n] [-o] [-p Protocol] [-r] [-s] [Interval] 51

57 2 Fault Information Collection Commands in the Oracle Database Cont ent to Be Quer ied Datab ase status Command SQL> select INSTANCE_ NAME, STATUS from v$instance; Query Result Information similar to the following indicates that the database has been connected: INSTANCE_NAME STATUS espace OPEN Listen er status > lsnrctl status LISTENER Information similar to the following indicates that the listener has been started: LSNRCTL for Linux: Version Production on 18-AUG :29:31 Copyright (c) 1991, 2007, Oracle. All rights reserved. Connecting to (ADDRESS=(PROTOCOL=tcp)(HOST=)(PORT=1521)) STATUS of the LISTENER Alias LISTENER Version TNSLSNR for Linux: Version Production Start Date 18-AUG :09:47 Uptime Trace Level Security SNMP Listener Log File 0 days 8 hr. 21 min. 41 sec off ON: Local OS Authentication OFF /oracle/diag/tnslsnr/espace2/listener/alert/log.xml Listening Endpoints Summary... (DESCRIPTION=(ADDRESS=(PROTOCOL=tcp)(HOST=eSpace2)(PORT=15 21))) Services Summary... Service "espace" has 1 instance(s). Instance "espace", status READY, has 1 handler(s) for this service... Service "espace_xpt" has 1 instance(s). Instance "espace", status READY, has 1 handler(s) for this service... The command completed successfully Servic e name > tnsping espace Information similar to the following indicates that the service name is valid: TNS Ping Utility for Linux: Version Production on 11-OCT :45:04 Copyright (c) 1997, 2007, Oracle. All rights reserved. Used parameter files: 52

58 2 Fault Information Collection Cont ent to Be Quer ied Command Query Result Used TNSNAMES adapter to resolve the alias Attempting to contact (DESCRIPTION = (ADDRESS_LIST = (ADDRESS = (PROTOCOL = TCP)(HOST = )(PORT = 1521))) (CONNECT_DATA = (SERVICE_NAME = espace))) OK (0 msec) Data files SQL> select NAME, CREATE_B YTES /1024/1024 ' M' FILE_SIZE from V$DATAFIL E; Information similar to the following indicates that data files have been created successfully: NOTE The format of the following information has been adjusted. The number of records varies based on your site environment. NAME /oracle/oradata/espace/system01.dbf /oracle/oradata/espace/sysaux01.dbf /oracle/oradata/espace/undotbs01.dbf /oracle/oradata/espace/users01.dbf 4 rows selected. FILE_SIZE 300M 120M 200M 5M Datab ase tables paces SQL> select STATUS, TABLESPA CE_NAME from DBA_TABL ESPACES; Information similar to the following indicates that database tablespaces have been created successfully: NOTE The number of records varies based on your site environment. STATUS TABLESPACE_NAME ONLINE ONLINE ONLINE ONLINE ONLINE SYSTEM SYSAUX UNDOTBS1 TEMP USERS 5 rows selected. Numb er of datab ase proce ss conne ctions Numb er of datab ase SQL> select count(*) from v$process; SQL> select count(*) from The following information is displayed: COUNT(*) The following information is displayed: COUNT(*)

59 2 Fault Information Collection Cont ent to Be Quer ied sessio n conne ctions Command Query Result v$session; 22 Numb er of concu rrent datab ase conne ctions Maxi mum numb er of conne ctions allow ed by the datab ase. SQL> select count(*) from v$session where status='acti VE'; SQL> select value from v$parameter where name='proces ses'; The following information is displayed: COUNT(*) The following information is displayed: VALUE Commands in the Unified Gateway Content to Be Queried Command Description All CLI users show cliuser N/A System information Version information User information (including the type, status, and service) show system information show version show subscriber dn 7700 type all Displays the device type, domain name, Unified Gateway IP address, MAC address, gateway IP address, subnet mask, TFTP server IP address, and supported codec type. Displays the versions of the host software, hardware, and audio files. Displays the type, status, call source, and incoming and outgoing call authorities of a user. 54

60 2 Fault Information Collection Content to Be Queried Board status Trunk configuration Trunk circuit and status Status of the PRA trunk link Call source information Conference information PBX group information Attendant group information Command espace U1980: show board [slot <0-9>] show protocol pra officeno 0 show tkc slot 2 show pralink linkno 0 show callsourceno show conference show conference confid subpbxno 1 show pbxgroup show subscriber by pbxgroupno <0-254> show telephonegroup groupno 0 show telephonist telephonegroupno 0 Description Displays the board information and status. Displays information about the PRA trunk that belongs to office direction 0, such as the peer device information, line selection mode, default incoming called number, and device type. protocol: You can query the value by pressing Tab. officeno: This parameter is optional. You can query the value range by pressing Tab. Displays the circuit status of the board in slot 2. espace U1980: The slot number ranges from 2 to 9. Displays whether PRA link 0 is in a normal state. The linkno parameter is optional. You can query the value range by pressing Tab. N/A Displays information about a conference, such as the conference number, status, maximum number of participants, participant password, moderator password, start time, and end time. Displays information about conference under sub-pbx 1. Displays whether a PBX group is configured and the line selection mode of the PBX group. Displays users of a specific PBX group. Displays the information about an attendant group. The groupno parameter is optional. You can query the value range by pressing Tab. Displays information about an attendant in the group. The telephonegroupno parameter is 55

61 2 Fault Information Collection Content to Be Queried Trunk bearer configuration Command show tgld callsourceno 0 officeno 0 protocol pra prefix 0 Description optional. You can query the value range by pressing Tab. Displays information about a trunk bearer whose call source number is 0, office direction number is 0, protocol type is PRA, and prefix is 0. You can query the value range by pressing Tab. Commands in the IAD For the command details, see Fault Management > How to Collect System Information in the IAD Product Documentation of the corresponding model. 56

62 3 Fault Locating Methods 3 Fault Locating Methods About This Chapter This topic describes common methods for locating espace UC faults. 3.1 Alarm Analysis Alarms are important prompt messages for faults or events. Alarms may be generated when faults occur.the espace EMS provides the alarm management function for all NEs in the UC solution. 3.2 Network Information Analysis Some faults are caused by poor network connection or network disconnection. You can test the network connection and quality to rectify the faults. 3.3 Configuration Analysis When a fault occurs, analyze the current system configurations and check the connections based on the fault symptom to locate the fault. 3.4 Signaling Analysis Signaling analysis verifies port signaling and messages. Therefore, signaling analysis is a major measure to locate faults. 3.5 Log Analysis Logs record all system operation and running information. Therefore, you can view and analyze logs to locate faults. 3.1 Alarm Analysis Prerequisites Alarms are important prompt messages for faults or events. Alarms may be generated when faults occur.the espace EMS provides the alarm management function for all NEs in the UC solution. The espace EMS has been deployed. 57

63 3 Fault Locating Methods Context When a fault occurs, check whether any alarms are reported. If alarms are reported, find the alarms that are relevant to the fault and clear the alarms. In this way, the fault can be rectified. The priority for rectifying faults depends on the alarm severity. Critical: global alarms that seriously affect the running of devices, for example, power supply faults. Critical alarms must be cleared immediately to prevent the system from breaking down. Major: board or physical circuit alarms. Major alarms must be cleared immediately to ensure normal running of services. Minor: alarms that describe the running status of boards or physical circuits. When a minor alarm is reported, you must locate the cause to prevent potential problems. Warning: messages that are displayed, for example, a message indicating that a device has been restored. Warning alarms do not affect system performance or services; therefore, no action is required. The espace EMS provides possible causes and alarm processing procedure for each alarm. Analyze the possible fault cause by referring to the value of Probable cause, and rectify the fault by referring to the value of Procedure. Procedure Step 1 Log in to the espace EMS as the administrator. Step 2 Choose Fault > Current Alarms in the main menu. The current alarm page is displayed, where you can query and filter alarms by filter criteria, as shown in Figure 3-1. Figure 3-1 Alarm page Step 3 Click the name of an alarm. The Alarm Details dialog box is displayed, where you can view the alarm details and current alarm status, as shown in Figure

64 3 Fault Locating Methods Figure 3-2 Alarm Details dialog box Step 4 Click View details. The alarm clearance suggestion is displayed. Process the alarm and rectify the fault based on the suggestion. ----End Follow-up Procedure After the fault is rectified, select the corresponding alarm and click Clear. 3.2 Network Information Analysis Context Some faults are caused by poor network connection or network disconnection. You can test the network connection and quality to rectify the faults. Table 3-1 describes the IP bearer network quality. 59

65 3 Fault Locating Methods Table 3-1 IP bearer network quality Network Quality One-Way Delay (ms) Packet Loss Rate Jitter (ms) Good % 10 Poor 100 1% 20 Terrible 400 5% 60 Table 3-2 lists the data service usage that is available based on the IP bearer network quality. Table 3-2 Data service usage Network Status Good Poor Terrible Fax Transparent transmission Available Unavailable Unavailable T.38 Available Available Unavailable Modem Transparent transmission Available Unavailable Unavailable Procedure Pinging the network connection On the Linux operating system, run the ping command to check the network connection. 1. Choose Start > Run. 2. Enter cmd and press Enter. The command-line interface (CLI) is displayed. 3. Run the ping x.x.x.x or ping hostname command. In the commands, x.x.x.x indicates the IP address of the peer device and hostname indicates the host name of the peer device. If data packets are received from the peer device, the host is properly connected to the peer device, as shown in Figure

66 3 Fault Locating Methods Figure 3-3 ping command output If the message "Request timed out." is displayed, the host is disconnected from the peer device. Using the netstat command to check the port availability On the Linux operating system, run the netstat command to check the port. 1. Choose Start > Run. 2. Enter cmd and press Enter. The CLI is displayed. 3. Run the netstat -ano command. Table 3-3 Parameter description Param eter Description -a Displays active TCP connections and TCP and UDP ports monitored by the computer. -n Displays active TCP connections and the IP addresses and port numbers. -o Displays active TCP connections and the process ID of each connection. The enabled or occupied port numbers are displayed, as shown in Figure

67 3 Fault Locating Methods Figure 3-4 netstat command output Using the telnet command to check the remote server port If the network connection can be pinged, use the telnet command to check the remote server port. On the Linux operating system, run the telnet command to check the port. 1. Choose Start > Run. 2. Enter cmd and press Enter. The CLI is displayed. 3. Run the telnet x.x.x.x aaaa command. In the command, x.x.x.x indicates the server IP address and aaaa indicates the service port number. If no information is displayed, as shown in Figure 3-5, the port is available. Figure 3-5 Available port If the message "Connect failed" is displayed, the port is unavailable. 62

68 3 Fault Locating Methods Using the tracert command to check the specific abnormal network connection On the Linux operating system, run the traceroute x.x.x.x command to check the abnormal network connection. If the entire network connection cannot be pinged, use the tracert command to check the specific abnormal connection. 1. Choose Start > Run. 2. Enter cmd and press Enter. The CLI is displayed. 3. Run the tracert x.x.x.x or tracert hostname command. In the commands, x.x.x.x indicates the IP address of the peer device and hostname indicates the host name of the peer device. The timeout periods on each route are displayed, as shown in Figure 3-6. Figure 3-6 tracert command output ----End 3.3 Configuration Analysis BMU Faults When a fault occurs, analyze the current system configurations and check the connections based on the fault symptom to locate the fault. Procedure BMU login faults Check the database address in the BMU configuration file hibernate.cfg.xml, as shown in Figure 3-7. The file path is as follows: 63

69 3 Fault Locating Methods Windows: Installation directory\espace_uc_server\server\bmu\webapps\root\web-inf\classes\hibern ate.cfg.xml Linux: Installation directory/espace_uc_server/server/bmu/webapps/root/web-inf/classes/hibern ate.cfg.xml Figure 3-7 BMU configuration file Check the database address in the eserver configuration file hibernate.cfg.xml. The file path is as follows: Windows: Installation directory\espace_uc_server\server\eserver\cfg\hibernate.cfg.xml Linux: Installation directory/espace_uc_server/server/eserver/cfg/hibernate.cfg.xml ----End espace Faults Procedure espace login faults Check the IP address and port number of the server on the espace login page, as shown in Figure

70 3 Fault Locating Methods Figure 3-8 Settings on the login page Check the IP address and port number of the server in the server.ini file in the espace installation path, for example, Installation directory\espace UC\Enterprise espace. [ServerConfig] Server=Server1 Server1IP= Server1Port=8011 Server2IP= Server2Port=8011 Compare the IMServer service ID on the GUI with that in the IMServer.cfg.xml file. 1. Log in to the BMU as the administrator. 2. Choose Functions > espace > Maintain espace. 3. Check whether the value of IMServer Service ID is the same as that of GUID in the IMServer.cfg.xml file, as shown in Figure 3-9. The IMServer.cfg.xml file path is as follows: Windows: Installation directory\espace_uc\espace_uc_server\server\eserver\imserver\service\cfg\imse rver.cfg.xml Linux: Installation directory/espace_uc/espace_uc_server/server/eserver/imserver/wrapper/cfg/ims erver.cfg.xml 65

71 3 Fault Locating Methods Figure 3-9 GUID setting Compare the default service address with the region service address. 1. Log in to the BMU as the administrator. 2. Choose Functions > espace > Maintain espace. 3. Click the icon corresponding to the IMServer service ID in the Set Service Address column and check whether the value of Service address of the area is left blank or is the same as that of Service Default Address shown in Figure End espace Meeting Faults Procedure espace Meeting faults Check the SOAP address in the configuration file conf.xml of the espace Meeting server. 1. Go to Conference\Meeting\Conf\ in the espace Meeting server installation path. 2. Use the Notepad to open the conf.xml file and check whether the following data is the same as the IP address and HTTP port number of the BMU server, as shown in Figure Figure 3-10 Checking the SOAP address ----End 66

72 3 Fault Locating Methods Console System Faults Procedure SoftConsole configuration faults The faults are as follows: Failed to update enterprise address books on the SoftConsole. 1. Log in to the BMU as the administrator. 2. Choose Functions > SoftConsoles. 3. Check whether the SoftConsole address book function is enabled, as shown in Figure If the function is disabled, enterprise address books on the SoftConsole cannot be updated. Figure 3-11 SoftConsole parameters Failed to register users on the BMU. 1. If the SoftConsole address book function has been enabled, check the parameter settings marked in red in Figure Click Test. ----End If the message "Connection failure" is displayed, the preceding parameter settings are incorrect or the OpenLDAP server is not started. Therefore, users cannot be registered on the BMU. 3.4 Signaling Analysis Signaling analysis verifies port signaling and messages. Therefore, signaling analysis is a major measure to locate faults. 67

73 3 Fault Locating Methods SIP Voice or Video Call Signaling Context Figure 3-12 SIP voice or video call signaling process Table 3-4 Signaling process description Message INVITE Description Call establishment is requested. 100 Trying The INVITE message is confirmed. 180 Ringing The called phone rings. 200 OK The called party picks up the phone. 68

74 3 Fault Locating Methods Message ACK RTP BYE ACK Description The 200 OK message is confirmed and the calling and called parties are in conversion. The media stream channel is established. A party hangs up. The BYE message is confirmed, and the call is released. If an error occurs during a call, the signaling contains the corresponding error code, indicating the error cause. Table 3-5 Common error codes for the calling party Error Code Description 488 The call cannot be connected. Check the media type supported by the peer device. 486 The called party is busy. Check whether the terminal of the called party is configured with call transfer or whether the call is forwarded to a phone in busy state. 403 The call is forbidden. The peer device does not pass authentication or the called number does not exist. 480 A temporary fault occurs. The call may time out. 400 The message format is incorrect. Check whether the message format can be identified by the peer device. 500 The server is faulty. In this case, contact engineers of the peer device. Table 3-6 Common error codes for the called party Error Code Description 503 The CPU has reached the threshold and the system limits calls. 403 The trunk is not configured, or the called party does not have the corresponding call permission. The INVITE message sent by the calling party contains the information such as the local IP address, peer IP address, port number, audio or video request, and codec information supported by the local device, as shown in Figure

75 3 Fault Locating Methods Figure 3-13 INVITE message body The response sent by the called party contains the information such as the called party IP address, port number, codec after successful negotiation, which enables the calling and called party to talk and transmit media streams with each other. Procedure Step 1 Use the packet capture tool to capture the call signaling for the fault. For details, see 2.5 Packet Capture. Step 2 Compare the captured signaling with the signaling in Figure 3-12 to locate the fault. Step 3 Locate the fault based on the error code. Step 4 Rectify the fault based on the cause. ----End Example Intelligent terminal user A calls espace user B. User B picks up the phone after hearing the ring. Then the call is released, and users A and B hear the busy tone. 1. Capture the signaling, as shown in Figure

76 3 Fault Locating Methods Figure 3-14 Call signaling When the call is established, the gateway sends a BYE message to the called party and releases the call. 2. View the 200 OK response sent by the called party. The negotiated codec information is not found, as shown in Figure If the codec that is supported by both parties is obtained after negotiation, the available codec information is displayed, for example, ilbc/8000. Figure OK response body 3. View the INVITE message sent by the calling party. The requested codec is DVI4, as shown in Figure The called party, however, does not support the codec, causing the call failure. 71

77 3 Fault Locating Methods Figure 3-16 INVITE message body 4. Modify the codec supported on the intelligent terminal. The fault is rectified Narrowband Trunk Outgoing or Incoming Call Signaling Narrowband trunks include PRA, SS7, and R2. For details about the analysis on the outgoing or incoming call signaling of narrowband trunks, see Fault Management > Troubleshooting > Trunk Faults in the espace U19XX Unified Gateway Product Documentation. 3.5 Log Analysis BMU Logs Prerequisites Procedure Logs record all system operation and running information. Therefore, you can view and analyze logs to locate faults. BMU log files have been obtained based on Log Collection Methods. Step 1 Use the Notepad to open the bmu.log file. Step 2 Search for the Exception, error, and WARN fields. The Exception, error, and WARN fields record exception information when a fault occurs, such as the network exception, database connection exception, and database data writing exception. Locate and rectify the fault based on these fields, as shown in Figure

78 3 Fault Locating Methods Figure 3-17 Searching for the Exception field ----End If the bmu.log file does not contain useful information, you can open the bmu.log.* file that is generated at the time when the fault occurs in view the fault information. In the file name, * is a number, for example, bmu.log.1. The current log file is named bmu.log, and the files generated before the current file are named bmu.log.*, whose maximum size is 10 MB CDR Logs Prerequisites Procedure CDRServer log files have been obtained based on Log Collection Methods. Step 1 Use the Notepad to open the FTPLog_0.txt file. Step 2 If the file contains the following information, the FTP port of the CDRServer has been occupied and fails to share CDRs to the CDR management system. Failed to create listen socket on port End Follow-up Procedure Stop the process that occupies port espace Client Logs Prerequisites espace client information has been collected with the debughelp.bat tool. 73

79 3 Fault Locating Methods Procedure Step 1 Decompress the collected espace client information, for example, _25_ zip. Step 2 Go to the log directory and double-click userlog.log. The file contains information such as the account, IP address of the espace server, and error logs, as shown in Figure 3-18 and Figure Search for ERROR in the file to query the fault information. Figure 3-18 Account information Figure 3-19 Fault information As shown in Figure 3-19, during espace login, the local host fails to connect to the espace server whose IP address is The possible cause is that the espace server address is configured incorrectly, or the network is disconnected. ----End 74

80 4 Login Faults 4 Login Faults About This Chapter This topic describes the causes and troubleshooting methods of the BMU, espace, and SoftConsole login faults. 4.1 Background 4.2 Fault Locating Reference 4.3 Troubleshooting Examples 4.1 Background The basic concepts are described as follows: UC account UC accounts are created on the BMU via account management. Users must use UC accounts to log in to the BMU or espace Desktop. UC number Allocated SIP user numbers whose Device is set to UC on the Unified Gateway. UC service When registering a UC account on the BMU, BMU administrator can choose to enable the UC service or not. Only UC accounts with enabled UC service can be used to log in to the espace Desktop. Figure 4-1 shows the process of logging in to an espace Desktop. 75

81 4 Login Faults Figure 4-1 Process of logging in to an espace Desktop 4.2 Fault Locating Reference 1. Check the user name and password. Verify that the user name and password are correct when you fail to log in to the espace. 2. Check the IP address and port number. If the user name and password are correct, verify that the IP address and port number of the eserver are correct. 3. Check the network connection. If all the preceding information is correct, verify that the local host is properly connected to the eserver. 4. Check the service. If the connection is proper, log in to the eserver and verify that the eserver service has been enabled. 5. Check the port. 76

82 4 Login Faults If the service has been enabled, ensure that port 8011 of the eserver is not blocked by the firewall. 4.3 Troubleshooting Examples BMU Login Failure Symptom Possible Causes Procedure The message "Internet Explorer cannot display the webpage" is displayed when you enter the BMU URL on Internet Explorer and press Enter. The BMU URL is incorrect. The IP address of the database server is changed and therefore the database IP address configured on the BMU is incorrect. Step 1 Check whether the IP address and port number of the BMU server are the same as those in the URL. 1. If yes, go to Step If no, enter the correct URL. Step 2 Log in to the database server and view the IP address. Step 3 Check whether the database IP address in the BUM configuration file is the same as that viewed in Step 2, as shown in Figure 4-2. Go to the BMU installation path and open the configuration file Installation directory\espace_uc\espace_uc_server\server\bmu\webapps\root\web-inf\classe s\hibernate.cfg.xml. Figure 4-2 BMU configuration file 1. If yes, go to Step If no, go to Step 4. Step 4 Change the database IP address in the BMU configuration file. Change the IP address marked in red in Figure 4-2 to that viewed in Step 2. Step 5 Change the LDAP address configured on the BMU. 77

83 4 Login Faults Change the LDAP address when the OpenLDAP and the database are installed on the same host. If they are installed on different hosts, do not change the address. Change the address as follows when the UC version is earlier than Unified Gateway V100R002C03SPC200. Obtain the LDAP configuration file \Tomcat\webapps\ROOT\WEB-INF\conf\ldap.properties in the BMU installation path. Change the value of address to the database IP address viewed in Step 2, as shown in Figure 4-3. Figure 4-3 Modifying the LDAP configuration file Change the address as follows when the UC version is SoftCo V100R002C03SPC200 or later than SoftCo V100R002C03SPC200 or Unified Communication V100R001C Log in to the BMU as the administrator. 2. Choose Functions > SoftConsole. 3. Change the value of Address Book IP Address to that viewed in Step 2, as shown in Figure

84 4 Login Faults Figure 4-4 Modifying the LDAP parameters 4. Click Save. Step 6 Contact Huawei technical support by referring to 1.5 Huawei Technical Support if the fault persists. ----End Suggestion and Summary The static IP address of the database server is recommended to ensure the IP address stability. Do not change the IP address of the database server randomly. If the database IP address is changed, synchronously change the IP address parameter configured on other servers using the database espace Login Failure Symptom The message "Your account had logged in at other place." is displayed during system running. The message "Incorrect UC account or password, or this UC account does not have the right to use this program." is displayed during login. The message "Server login timed out." is displayed during login. Possible Causes The possible causes for the message "Your account had logged in at other place." are as follows: The account has been used to log in to the espace on another computer. The local IP address changes after the computer restarts from standby mode. 79

85 4 Login Faults For the troubleshooting method, see Step 1. The possible causes for the message "Incorrect UC account or password, or this UC account does not have the right to use this program." are as follows: The entered user name or password is incorrect. The administrator has not registered any account for you. For the troubleshooting method, see Step 2 and Step 3. The possible causes for the message "Server login timed out." are as follows: The IP address of the eserver is incorrect. The local host and the eserver are disconnected. The firewall blocks access to port 8011 of the eserver. The eserver is abnormal. For the troubleshooting method, see Step 4 to Step 11. Procedure Step 1 Exit the espace and re-log in to it. Step 2 Enter the correct user name and password and re-log in to the espace. Step 3 If the user name and password are correct, contact the administrator to check whether your account is registered. If no, ask the administrator to register your account. If yes, go to Step 11. Step 4 View the IP address of the eserver, as shown in Figure 4-5. Figure 4-5 Viewing the IP address of the eserver 80

86 4 Login Faults Step 5 Select the correct network from the Server drop-down list box. Step 6 Obtain the current espace IP address from the administrator or other users who can successfully log in to the espace, and compare the correct IP address with that viewed in Step 4. If they are different, set Server IP Address to the correct IP address. If they are the same, go to Step 7. Step 7 Check whether the local host is properly connected to the eserver. For the check method, see Pinging the network connection in 3.2 Network Information Analysis. If no, go to Step 8. If yes, go to Step 9. Step 8 Check the specific abnormal network connection. For the check method, see Using the tracert command to check the specific abnormal network connection in 3.2 Network Information Analysis. When the specific abnormal network connection is found, verify that the physical connection between the two specific devices is proper and the network ports are in a normal status. Step 9 Ensure that the firewall does not block access to port 8011 of the eserver. For the check method, see Step 4 and Step 5 in Offline. Step 10 Verify that the espace service process is running properly. For the check method, see Step 1. Step 11 Contact Huawei technical support by referring to 1.5 Huawei Technical Support if the fault persists. ----End 81

87 5 espace Service Usage Faults 5 espace Service Usage Faults About This Chapter This topic describes causes and troubleshooting methods of the espace service usage faults, such as IM, call, and status display faults. 5.1 Background 5.2 Fault Locating Reference 5.3 Troubleshooting Examples 5.1 Background The basic UC functions involved in this document are as follows: IM Status display Voice call File transfer Contact query 5.2 Fault Locating Reference The espace provides the basic UC functions such as IM, status display, file transfer, and voice and video calls. The espace client registers and communicates with the Unified Gateway to provide voice and video call function and registers and communicates with the eserver to provide other basic UC functions. The fault locating reference is as follows: When voice and video call faults occur, check the connection between the espace client and the Unified Gateway. Analyze signaling to locate the faults. For details, see 3.4 Signaling Analysis. 82

88 5 espace Service Usage Faults When IM, status display, file transfer, contact query, and address book synchronization faults occur, check the connection between the espace client and the eserver, including the network communication, service startup, and service port availability. 5.3 Troubleshooting Examples Offline Symptom Possible Causes Procedure A user is suddenly offline when using the espace. The eserver is abnormal. The network between the local host and the eserver is unstable. The firewall blocks port 8011 of the eserver. Step 1 Verify that the espace service process is started. The verification methods are as follows: On Windows 2008: 1. Choose Start > Run, enter services.msc, and click OK. A service list is displayed, as shown in Figure 5-1. Figure 5-1 espace service 2. Check whether the espace service is running. If the service list does not contain the espace service, reinstall the eserver. If the espace service is running, go to Step 2. If the espace service is not running, right-click the service and choose Start. On Linux: 1. Log in to the eserver as the root user. 2. Go to the eserver installation path. cd /root/espace_uc/espace_uc_server/bin 3. Check whether the espace service is running. 83

89 5 espace Service Usage Faults./showESpaceServerState.sh The following information indicates that the espace service is running. Go to Step 2. emonitor is running. IMServer is running. IMGServer is running. The following information indicates that the espace service is not running. Run the./startall.sh command to start the service. emonitor is not running. IMServer is not running. IMGServer is not running. Step 2 Check whether the local host is properly connected to the eserver. For the check method, see Pinging the network connection in 3.2 Network Information Analysis. If no, go to Step 3. If yes, go to Step 4. Step 3 Check the specific abnormal network connection. For the check method, see Using the tracert command to check the specific abnormal network connection in 3.2 Network Information Analysis. When the specific abnormal network connection is found, verify that the physical connection between the two specific devices is proper and the network ports are in a normal status. Step 4 Log in to the eserver and check whether the firewall blocks access to port For the check method, see Using the netstat command to check the port availability in 3.2 Network Information Analysis. If yes, go to Step 5. If no, go to Step 6. Step 5 Configure the firewall to allow access to port On Windows 2008: See Configuring Inbound Rules to add port 8011 to the enabled port list. On Linux: 1. Log in to the eserver as the root user. 2. Enter yast2 on the CLI. The YaST2 Control Center window is displayed. 3. Choose Security and Users > Firewall. The Firewall Configuration page is displayed. 4. Choose Custom Rules, as shown in Figure

90 5 espace Service Usage Faults Figure 5-2 Custom Rules page 5. Click Add. The Add New Allowing Rule page is displayed. 6. Set parameters on the right based on the description on the left, as shown in Figure 5-3. Set Destination Port to 8011 and Protocol to UDP. 85

91 5 espace Service Usage Faults Figure 5-3 Setting custom rule parameters 7. Click Add. 8. Click Next. 9. Click Finish. Step 6 Contact Huawei technical support by referring to 1.5 Huawei Technical Support if the fault persists. ----End Startup Failure Symptom Possible Causes Procedure After the espace client icon is double-clicked, no login window is displayed. The client program file in the client installation path is damaged. The current operating system account has no permission to run the espace. Other operating system accounts but not the administrator may have no permission to run the espace. Step 1 Reinstall the espace client. 86

92 5 espace Service Usage Faults After the reinstallation, try to start the espace client. If the fault persists, go to Step 2. Step 2 Verify that the current operating system account has the permission to run the espace. 1. Log in to the operating system as the administrator. 2. Right-click the espace client icon and choose Properties. The Properties dialog box is displayed. 3. Click Find Target. The folder storing the espace.exe file is displayed. 4. Go to the upper-level folder of the espace.exe file, right-click the Enterprise espace folder, and choose Properties. The Enterprise espace Properties dialog box is displayed. 5. Click the Security tab. 6. Select the account that experiences the fault in the Group or User names area. 7. View the parameter settings in the Permissions for Users area. If Read & execute and Modify are not selected in the Allow column, go to Step 3. If Read & execute and Modify are selected in the Allow column, go to Step 4. Step 3 Set the account rights, as shown in Figure

93 5 espace Service Usage Faults Figure 5-4 Setting the account rights Step 4 Contact Huawei technical support by referring to 1.5 Huawei Technical Support if the fault persists. ----End Call Failure Symptom When a called party answers a call, the call is automatically released and the calling party hears the busy tone. When a user tries to make a call on the espace, the espace does not respond. The message "Sorry. The number you dial does not exist. Try later." is displayed. The message "Your call has been restricted." is displayed. When a call is connected, either party cannot hear the voice. When a call is connected, both party cannot hear the voice. 88

94 5 espace Service Usage Faults Possible Causes Procedure The possible cause for automatic call release and busy tone play is as follows: The called party uses the espace to answer the call on a remote desktop. For the troubleshooting method, see Step 1. The possible cause for call response failure is as follows: The audio card drive version is too old and needs to be updated. For the troubleshooting method, see Step 2. The possible causes for message "Sorry. The number you dial does not exist. Try later." or "Your call has been restricted." are as follows: The called number does not meet the calling rules. For the troubleshooting method, see Step 3. The called number is not allocated on the Unified Gateway. Log in to the BMU as the administrator and check whether the called number is deleted. If it is deleted, re-allocated the number by referring to Configuring User Data on a Unified Gateway. The possible causes for voice hearing faults are as follows: The earphone or microphone is faulty. The network delay is too long, causing the result that the espace server cannot receive call requests. The Unified Gateway is abnormal. Step 1 Check whether the user uses the espace on a remote desktop. The espace used on a remote desktop does not support calls or call conferences. If yes, use the espace on the local host to make calls or connect to call conferences. If no, go to Step 7. Step 2 Download and install the latest audio card drive. The call response failure occurs generally on portable computers. Download the latest audio card drive from the computer manufacturer website and install it. Step 3 Verify that the called number meets the calling rules configured on the espace client. 1. Click the image in the espace client main window. The Settings dialog box is displayed. 2. Choose Basic Settings > Audio Call. 3. Check the calling rules and verify that the called number meets the calling rules, as shown in Figure 5-5. If Use an outgoing call prefix to dial out in the Calling Rules area is not selected, the espace does not process the called numbers but directly sends them to the Unified Gateway. If Use an outgoing call prefix to dial out is selected, the espace prefixes the called numbers of a specified length with the value of add prefix. Therefore, users do not need to add the prefix when dialing an outer-office number. 89

95 5 espace Service Usage Faults Figure 5-5 Setting calling rules Step 4 Change the earphone and microphone. If the fault persists, go to Step 5. Step 5 Check whether the local host is properly connected to the Unified Gateway. For the check method, see Pinging the network connection in 3.2 Network Information Analysis. If no, go to Step 6. If yes, locate the fault on the Unified Gateway. For details, see "Only One Party Can Hear the Peer Voice" or "Calling Party and Called Party Cannot Hear Each Other" in Fault Management > Troubleshooting > Basic Call Faults in the espace U1980 Unified Gateway Product Documentation. Step 6 Check the specific abnormal network connection. For the check method, see Using the tracert command to check the specific abnormal network connection in 3.2 Network Information Analysis. When the specific abnormal network connection is found, verify that the physical connection between the two specific devices is proper and the network ports are in a normal status. Step 7 Contact Huawei technical support by referring to 1.5 Huawei Technical Support if the fault persists. ----End 90

96 5 espace Service Usage Faults Poor Call Voice Symptom The call voice is noisy. The call voice is with electromagnetic interference. The call voice is intermittent or jitters. Possible Causes Procedure The possible causes for noise and electromagnetic interference are as follows: The built-in speaker and microphone of the portable computer or an outboard sound box is used. The microphone enhancing function is enabled. There are electromagnetic interference sources, for example, mobile phones, around the host. For the troubleshooting method, see Step 1 to Step 3. The possible causes for intermittent voice and voice jitter are as follows: The network quality is poor, such as with high packet loss rate, long delay, and large jitter. For details about quality levels of the IP bearer network, see 3.2 Network Information Analysis. The audio card on the computer is abnormal. For the troubleshooting method, see Step 4 to Step 6. Step 1 Use a headset to make calls. Step 2 Disable the microphone enhancing function. To disable the microphone enhancing function of the Realtek audio card, proceed as follows: 1. Double-click in the lower-right corner. The Volume Control dialog box is displayed, as shown in Figure

97 5 espace Service Usage Faults Figure 5-6 Volume Control dialog box 2. Choose Options > Properties. The Properties dialog box is displayed. 3. Select all options, as shown in Figure 5-7. Click OK. 92

98 5 espace Service Usage Faults Figure 5-7 Properties dialog box 4. Choose Options > Advanced Controls in the Volume Control dialog box. 5. Click Advanced under Microphone. 6. Deselect 1 Mic Boost, as shown in Figure

99 5 espace Service Usage Faults Figure 5-8 Advance Controls for Microphone dialog box Step 3 Move the wireless devices, for example, mobile phones, away from the earphone and microphone. Step 4 Check whether the local host is properly connected to the Unified Gateway. For the check method, see Pinging the network connection in 3.2 Network Information Analysis. If no, go to Step 5. If yes, go to Step 6. Step 5 Set the codec mode occupying less bandwidth with higher priority. 1. Log in to the BMU as the administrator. 2. Choose Functions > espace > espace. 3. Click the icon next to the IM in the Set Plug-In Parameters column. The Set Plug-In Parameters page is displayed. 4. Click the Modify icon next to audiocode. 5. Change the value of Setting as prompted. The bandwidth usage of different codec modes is G.729 < ilbc < G.711A/μ. Step 6 Use the espace audio check function to check the current input/output audio quality. If the quality is normal, go to Step 7. If the quality is poor, change the audio card, earphone, or microphone. 1. Click the image in the espace client main window. The Settings dialog box is displayed. 94

100 5 espace Service Usage Faults 2. Choose System Settings > Media Settings. 3. Click Test under Audio input, speak using the microphone, and check the volume change, as shown in Figure 5-9. Figure 5-9 Audio input/output 4. Click Test under Audio output and check whether the played voice is normal. Step 7 Contact Huawei technical support by referring to 1.5 Huawei Technical Support if the fault persists. ----End Suggestion and Summary You are advised to use a high-quality outboard headset but not the built-in speaker and microphone Failure to Send Instant Messages Symptom A user fails to send texts or pictures in the espace IM window. The IMs are displayed abnormally on the espace. 95

101 5 espace Service Usage Faults Possible Causes The text or picture size exceeds the maximum. Figure 5-10 shows the prompt message that is displayed. Figure 5-10 Prompt message The text to be sent contains sensitive words, which are displayed as * after it is sent. Procedure Step 1 Separate the text to be sent to multiple parts and send them. Step 2 Replace the sensitive words in the text to be sent with other words. Step 3 Contact Huawei technical support by referring to 1.5 Huawei Technical Support if the fault persists. ----End Suggestion and Summary Limit the text or picture size within the value in the error prompt message, for example, 50 KB. 96

102 6 License Faults 6 License Faults About This Chapter This topic describes causes and troubleshooting methods of license faults. 6.1 Fault Locating Reference 6.2 Troubleshooting Examples 6.1 Fault Locating Reference The possible cause of license load failure is that the device electronic serial number (ESN) is different from that in the License.dat file. 6.2 Troubleshooting Examples BMU License Unavailability Symptom After uploading a license on the BMU, the system displays the following information: Failed to activate the license due to an unknown error. Failed to activate the license. Failed to authenticate the license. Upload a valid license file. Invalid license file. Upload a valid license file. Possible Causes The ESN in the license file is different from the device ESN. The license is not a BMU license. For example, when the BMU and Unified Gateway licenses are applied for together, the license file of the Unified Gateway is loaded by mistake for the BMU. 97

103 6 License Faults Procedure Step 1 Check the device ESN. 1. Log in to the BMU as the admin user. 2. Choose System > Maintain License. The Maintain License page is displayed. 3. Click the License tab page and check the ESN. Step 2 Check the device ESN in the license file. Windows 1. Log in to the BMU server as administration user. 2. Use the Notepad to open license.dat in installation directoryespace_uc/espace_uc_server/server/bmu/webapps/root/web-inf/cl asses/conf/, and view the ESN. Linux 1. Log in to the BMU server as the root user. 2. Run the cat /root/espace_uc/espace_uc_server/server/bmu/webapps/root/web-inf/class es/conf/license.dat command to view the ESN. Step 3 Check whether the ESN, as shown in Figure 6-1, in the license.dat file is the same as the ESN obtained in Step 1. If yes, go to Step 4. If no, use the correct ESN to apply for a license. Figure 6-1 ESN and license information Step 4 Check whether the license.dat file contains the information marked in red at the upper part in Figure 6-1. If yes, the license file is the BMU license file. If no, the license file is not the BMU license file. Apply for the correct license. Step 5 Contact Huawei technical support by referring to 1.5 Huawei Technical Support if the fault persists. ----End 98

104 6 License Faults Failure to Load the License on the Unified Gateway Symptom When a user attempts to load a license on the Unified Gateway, a message is displayed, indicating that the license load fails or the verification is not passed. Possible Causes Procedure The Unified Gateway ESN is different from the ESN in the license file, so that the license fails the verification. The configured device data, such as the number of users and number of trunks, is not allowed by the license. The shared directory on the TFTP server does not contain the License.dat file. Therefore, the corresponding license file cannot be found when the license is loaded on the Unified Gateway, and the license load fails. The license to be loaded is a temporary license and has been loaded for 10 times. The license file version does not match the host software version. Step 1 Verify that the Unified Gateway ESN is the same as the ESN in the license file. 1. Log in to the Unified Gateway in Config mode. 2. Run the show license command to view the ESN. [%espace U1980(config)]#show license License Basic Information State: Valid License SN: DEFAULT Equipment SN: /*The ESN of the Unified Gateway*/ 3. Use the Notepad to open the license.dat file and check whether the ESN in the file is the same as the ESN obtained in the preceding step. If yes, go to Step 2. If no, use the correct ESN to apply for a license. Step 2 Verify that the configured device data, such as the number of users and number of trunks, is allowed by the license. Run the show license command in the Config mode of the Unified Gateway. The License Use Information displayed indicates the data that has been configured. Check whether the data that has been configured is allowed by the license. If yes, go to Step 3. If no, apply for a license based on the data that has been configured. Step 3 Check whether the TFTP service has been started on the TFTP server and whether the shared directory contains the License.dat file. If yes, go to Step 4. 99

105 6 License Faults If no, start the TFTP service software and set the directory where the License.dat file is located as the shared directory. Step 4 Verify that the TFTP server address is set correctly on the Unified Gateway. 1. Run the show system information command in the Config mode of the Unified Gateway. 2. Check whether the value of Host IP Address is the IP address of the TFTP server. If yes, go to Step 5. If no, run the config system hostip x.x.x.x command to change the IP address to that of the TFTP server. Step 5 Check whether the license has been loaded for 10 times if the license is a temporary license. Run the debug debug_pid os_pid_license cmd 2 command in the Debug mode of the Unified Gateway to check whether the value of Total CB is equal to or greater than 10. If yes, ask the user to purchase and load a formal license. If no, go to Step 6. Step 6 Contact Huawei technical support by referring to 1.5 Huawei Technical Support if the fault persists. ----End 100

106 7 Conference Service Faults 7 Conference Service Faults About This Chapter This topic describes causes and troubleshooting methods of conference service faults in the UC services. Conferences are classified into the instant conferences and scheduled conferences. 7.1 Background 7.2 Fault Locating Reference 7.3 Troubleshooting Examples 7.1 Background Users use the voice and esapce Meeting services. The conference resources are provided by the Unified Gateway, and the conference control function is provided by the esapce Meeting server. 7.2 Fault Locating Reference 1. View service permissions. If a user cannot use the instant conference, the possible cause is that the user does not have the instant conference permission. 2. Check whether the license and espace Meeting server are normal. If a scheduled conference or an instant conference fails to be held, the possible cause is that the espace Meeting server is not started or the license has expired. 3. Check whether the conference resources are sufficient on the BMU. If the voice conference service is unavailable, the possible cause is that the conference resources on the Unified Gateway are insufficient to hold a conference. 101

107 7 Conference Service Faults 7.3 Troubleshooting Examples Failure to Initiate an Instant Conference Symptom A user initiates an instant conference on the espace. A message is displayed, indicating that the user has no permission to use the service. A user initiates an instant conference on the espace. A message "Failed to initialize multimedia conference." is displayed. Possible Causes Procedure The possible cause of the message indicating that the user has no permission to use the service is as follows: The espace account has no instant conference permission. For the troubleshooting method, see Step 1. The possible causes of the message "Failed to initialize multimedia conference." are as follows: The configuration file of the esapce Meeting server is configured incorrectly. For the troubleshooting method, see Step 2. Time on the Unified Gateway is different from that on the BMU and that on the esapce Meeting server. For the troubleshooting method, see Step 3. Step 1 Grant the instant conference permission to the espace account. 1. Log in to the BMU as the administrator. 2. Choose UC Account > UC Account List. 3. Select the espace account, and click Service configuration. 4. Select Instant Conference in the Simple configuration area. 5. Click Save. Step 2 Check the SOAP address in the configuration file conf.xml of the esapce Meeting server. 1. Go to espace_uc\espace_meeting\conf in the esapce Meeting server installation path. 2. Use the Notepad to open the conf.xml file and check whether the following data is the same as the IP address and HTTP port number of the BMU server, as shown in Figure 7-1. If no, rectify the data in the file. If yes, go to Step 3. Figure 7-1 Changing the SOAP address 102

108 7 Conference Service Faults Step 3 Check whether the time on the Unified Gateway is the same as that on the BMU and that on the esapce Meeting server. If no, change the time on the Unified Gateway, BMU, and esapce Meeting server to ensure that the time difference is within one minute. If yes, go to Step 4. Step 4 Contact Huawei technical support by referring to 1.5 Huawei Technical Support if the fault persists. ----End Suggestion and Summary See Time Synchronization Scheme to synchronize the time on the Unified Gateway, BMU, and esapce Meeting server. 103

109 8 Console System Service Faults 8 Console System Service Faults About This Chapter This topic describes causes and troubleshooting methods of the Console system service faults. 8.1 Background 8.2 Fault Locating Reference 8.3 Troubleshooting Examples 8.1 Background Network The Console system consists of the following parts: Console Server Updates public information on SoftConsoles, such as login, logout, busy state, and idle state of attendants; enables the administrator to set types. SoftConsole (client of the console system) Answers, initiates, holds, transfers, breaks in on, and forcibly releases calls. The Console system communicates with the Unified Gateway to provide basic service and attendant service functions, and communicates with the BMU to provide service configuration and call fee query functions. Figure 8-1 shows the connections between the Console Server, SoftConsole, Unified Gateway, and BMU. 104

110 8 Console System Service Faults Figure 8-1 Console system network Main Functions An attendant can bind the SoftConsole to a hard terminal (see the dashed line box in Figure 8-1). After the binding relationship is set up, the attendant can use the hard terminal instead of a headset to answer calls. The SoftConsole provides the call control functions such as calling out, hooking on, rejecting, holding, and transferring calls. In addition to the functions of an ordinary phone, the Console system provides the following functions: Controls services such as incoming call queuing, call transferring, break-in, and forced release Sets attendant busy and idle states Adjusts the incoming call queue and specifies important calls to be answered in preference Queries an enterprise address book and manages contact information Clicks users in phone books and recent call records to call them Sets the night service, do-not-disturb (DND) service, wake-up service, and call right Queries fees 8.2 Fault Locating Reference An attendant fails to log in to the SoftConsole. Locate the fault cause by checking the communication between the SoftConsole and the Console Server. Check the connections between the SoftConsole, Console Server, and Unified Gateway. Check whether the Console Server is running properly. Check whether the attendant account authentication mode on the Unified Gateway is correctly configured. 105

111 8 Console System Service Faults An attendant fails to make or answer a call. Regard the attendant as a SIP user and locate the SIP user call fault on the Unified Gateway. Capture and analyze packets to locate the fault. The agent, incoming call queuing, break-in, and forced release services of an attendant are faulty. Check whether the attendant account has been added to the console group. Check whether the break-in and forced release services have been configured for the attendant account. 8.3 Troubleshooting Examples Failure for an Attendant to Answer a New Call During Another Call Symptom Possible Causes Procedure A new incoming call enters the queue when an attendant is in another call. The attendant holds the current call and answers the new incoming call. The answering fails. The multi-call permission has not been granted to the attendant. Step 1 Log in to the BMU as the administrator. Step 2 Choose UC Account > UC Account List. Step 3 Select the espace account, and click Service configuration. Step 4 Check whether Multiple Call is selected in the Simple configuration area. If no, select Multiple Call and click Save. If yes, go to Step 5. Step 5 Contact Huawei technical support by referring to 1.5 Huawei Technical Support if the fault persists. ----End 106

112 9 CDR Faults 9 CDR Faults About This Chapter This topic describes causes and troubleshooting methods of the CDR faults. 9.1 Background 9.2 Fault Locating Reference 9.3 Troubleshooting Examples 9.1 Background The CDR system in espace UC solution contains the following components: CDR pool CDRs are stored in the CDR pool in the Unified Gateway. CDRServer The CDRServer periodically obtains CDR files from the CDR pool, parses them, stores them on the local disk, and shares them in FTP mode. BMU The Business Management Unit (BMU) provides CDR statistics and query. CDRAgent Installed on the server of the third-party charging management system, the CDRAgent obtains CDR files from the CDRServer and provides them for the third-party charging management software. Third-party charging management system The third-party charging management system provides the CDR statistics and query, and fee rate setting functions. Figure 9-1 shows the CDR flowchart. 107

113 9 CDR Faults The CDR obtaining function of the BMU and CDRAgent cannot be enabled at the same time. Figure 9-1 CDR process CDR System Pr oc es s Description BMU CDR manage ment 1 The unified gateway sends a request to the CDRServer to create a TCP connection, and sends the original binary CDRs to the CDRServer based on the CDR obtaining request sent by the CDRServer. 2 The CDRServer parses the original CDRs, stores them in a.bill file, and shares the file in FTP mode to the BMU. 3 The BMU sends an FTP request to the CDRServer to download the CDR file. 4 The BMU parses the CDR file and stores it in the database for users to query or collect CDR information. Third-pa rty charging 1 The unified gateway sends a request to the CDRServer to create a TCP connection, and sends the original binary CDRs to the CDRServer based on the CDR obtaining request sent by the CDRServer. 2 The CDRServer parses the original CDRs, stores them in a.bill file, and shares the file in FTP mode to a third-party charging management system. 3 The CDRAgent sends an FTP request to the CDRServer, downloads the CDR file, and converts the format from *.bill to *.txt. 4 A third-party charging management system uses a third-party interface to obtain the CDR file in the CDRAgent and perform charging management. 108

114 9 CDR Faults 9.2 Fault Locating Reference To locate charging faults, check CDRServer, CDRAgent and Unified Gateway information. When the third-party charging management system fails to query the latest CDRs, check whether the CDRs have been generated. If no CDR has been generated, check whether the CDR generation function on the Unified Gateway is enabled and whether the connection between the Unified Gateway and the CDRServer is proper. If the CDRs have been generated, check whether the CDRServer is successfully started and whether the MML, Bill, and FTP processes on the CDRServer are running properly. Check whether the CDR file path configured on the FTP server is correct. Check whether the FTP server user name and password configured on the CDRAgent are correct. 9.3 Troubleshooting Examples Failure to Query CDRs on the BMU Symptom On the BMU, other services can be used properly, but CDRs cannot be queried. CDRs fail to be queried on the BMU occasionally because of CDR loss. Possible Causes Procedure The CDR generation function is not enabled on the Unified Gateway. The CDRServer service is not started. The MML, FTP, or Bill process on the CDRServer is not started. The CDR file path on the FTP server is incorrect. The CDR obtaining function is enabled on both the BMU and the CDRAgent. Step 1 Check whether the CDR generation function is enabled on the Unified Gateway. 3. Log in to the Unified Gateway in Config mode. 4. Run the show createbill switch command. If the following information is displayed, the CDR generation function is enabled. Createbill switch is [ ON ] If the following information is displayed, the CDR generation function is disabled. In this case, go to Step 1.3. Createbill switch is [ OFF ] 109

115 9 CDR Faults 5. Run the config createbill switch on command to enable the CDR generation function. 6. Run the save command to save the configuration. Step 2 Make several calls, and then check whether the corresponding CDRs are generated in the CDR file path. If yes, check whether the CDRs can be queried on the third-party charging management system. If the CDRs fail to be queried, go to Step 3. If no, check the connection between the CDRServer and the Unified Gateway by referring to Network Information Analysis. Step 3 Check whether the CDRServer is started on the host where the CDRServer is installed. For details, see Verifying the CDRServer. If yes, go to Step 4. If no, start the CDRServer. Step 4 Check whether the MML, Bill, and FTP processes on the CDRServer home page are in the Running state. If yes, go to Step 5. If no, choose System > Start All to start all services. Step 5 Check whether the CDR file path configured on the FTP server of the CDRServer is correct. 7. Select FTP on the CDRServer home page, and click Display, as shown in Figure

116 9 CDR Faults Figure 9-2 CDRServer home page The CDRServer FTP page is displayed. 8. Choose Control > FTP Config. The call record FTP Server Information Setting dialog box is displayed, as shown in Figure

117 9 CDR Faults Figure 9-3 Setting the shared path 9. Check whether the shared path configured is the CDR file path and whether Read and Delete on the right are selected. If yes, go to the next step. If no, reset the shared path. Step 6 Check whether the CDRAgent is installed and whether the CDR obtaining function is enabled. 10. Disable the CDR obtaining function of the BMU, make some calls, and check whether the CDRs in the CDR file path are obtained. To disable the CDR obtaining function of the BMU, proceed as follows: Choose Functions > CDR Settings on the BMU and set Interval to the time, for example, Every day00:00, that is several hours later than the current time to make sure that the BMU does not obtain CDRs during commissioning. After commissioning, change the value Interval back to the proper value. If the CDR file does not exist, the CDRAgent has obtained the CDRs. In this case, go to Step 7. If the CDR file exists, the CDRAgent has not obtained the CDRs. In this case, go to Step 8. Step 7 Determine the CDR management system in use. If the BMU is used, uninstall the CDRAgent and enable the CDR obtaining function of the BMU. If the third-party charging management system is used, disable the CDR obtaining function of the BMU. 112