ESpace UC Troubleshooting Guide (V100R002C01SPC100_02)

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eSpace UCV100R002C01SPC100

Troubleshooting Guide

Issue 02

Date 2012-07-04

HUAWEI TECHNOLOGIES CO., LTD.



Issue 02 (2012-07-04) Huawei Proprietary and ConfidentialCopyright © Huawei Technologies Co., Ltd. i

Copyright © Huawei Technologies Co., Ltd. 2012. All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means without priorwritten 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 respectiveholders.

Notice The purchased products, services and features are stipulated by the contract made between Huawei andthe customer. All or part of the products, services and features described in this document may not bewithin 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 orrepresentations of any kind, either express or implied.

The information in this document is subject to change without notice. Every effort has been made in thepreparation of this document to ensure accuracy of the contents, but all statements, information, andrecommendations in this document do not constitute the warranty of any kind, express or implied.

Huawei Technologies Co., Ltd.

Address: Huawei Industrial Base

Bantian, Longgang

Shenzhen 518129

People's Republic of China

Website: http://www.huawei.com

Email: [email protected]

http://www.huawei.com/


mailto:[email protected]






eSpace UCTroubleshooting Guide Contents

Issue 02 (2012-07-04) Huawei Proprietary and ConfidentialCopyright © Huawei Technologies Co., Ltd.

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Contents

1 Troubleshooting Overview ............................................................................................................. 1

1.1 Fault Levels ................................................................ ............................................................. ......................... 1

1.2 Precautions ....................................................... ............................................................ .................................... 2

1.3 Requirements for Maintenance Personnel .......................................................... .............................................. 3

1.4 Overall Troubleshooting Process...................................................................... ................................................ 3 1.4.1 Overall Troubleshooting Flowchart........................................................... .............................................. 4

1.4.2 Collecting Fault Scenario Information ...................................................... .............................................. 4

1.4.3 Evaluating a Fault ......................... ............................................................ .............................................. 4

1.4.4 Locating and Rectifying the Fault ..................................................................... ...................................... 5

1.4.5 Verifying That the Fault Is Rectified ....................................................................................................... 5

1.4.6 Generating a Troubleshooting Report ............................................ ......................................................... 5

1.4.7 Seeking Help from Huawei ............................................................................................................... ...... 5

1.5 Huawei Technical Support ............................................................. ............................................................ ...... 6

2 Fault Information Collection .......................................................................................................... 7 2.1 Check Items for Fault Information Collection ............................................................... .................................. 7

2.2 Operation Procedure Information Collection ................................................................................................... 8

2.3 Fault Information Collection on the eSpace Client ................................................................ .......................... 8

2.4 Signaling Tracing ................................................................ .............................................................. ............... 9

2.5 Packet Capture ........................................................................................................... .................................... 11

2.5.1 Cyclic Packet Capture ........................................................... ............................................................ .... 11

2.5.2 Remote Packet Capture ................................................................................................ ......................... 15

2.5.3 Wireshark ....................................................................................... ....................................................... 17

2.6 Log Collection ............................................................. ............................................................ ....................... 46 2.6.1 UC Log Files ............................................................... ............................................................. ............. 46

2.6.2 Log Collection Methods ........................................................ ............................................................ .... 50

2.7 Common Query Commands ........................................................... ............................................................ .... 51

3 Fault Locating Methods .................................................................................................................. 57

3.1 Alarm Analysis ............................................................................... .......................................................... ...... 57

3.2 Network Information Analysis ....................................................... ............................................................ .... 59

3.3 Configuration Analysis ......................................................... ............................................................. ............. 63

3.3.1 BMU Faults ................................................................ .............................................................. ............. 63

3.3.2 eSpace Faults............................................................................................. ............................................ 64





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3.3.3 eSpace Meeting Faults ............................................................................ .............................................. 66

3.3.4 Console System Faults ........................................................................................ .................................. 67

3.4 Signaling Analysis ................................................................ ............................................................. ............. 67

3.4.1 SIP Voice or Video Call Signaling............................................................. ............................................ 68

3.4.2 Narrowband Trunk Outgoing or Incoming Call Signaling ....................................................... ............. 72

3.5 Log Analysis................................................................ ............................................................ ....................... 72

3.5.1 BMU Logs........................... ........................................................... ....................................................... 72

3.5.2 CDR Logs ...................................................................................... ....................................................... 73

3.5.3 eSpace Client Logs ...................................................... ........................................................... ............... 73

4 Login Faults ....................................................................................................................................... 75

4.1 Background ........................................................................ ............................................................. ............... 75

4.2 Fault Locating Reference .......................................... .......................................................... ........................... 76

4.3 Troubleshooting Examples .................................................................... ......................................................... 77

4.3.1 BMU Login Failure ................................................................ ........................................................... .... 77

4.3.2 eSpace Login Failure............................................................................... .............................................. 79

5 eSpace Service Usage Faults ......................................................................................................... 82

5.1 Background ........................................................................ ............................................................. ............... 82



5.3.1 Offline ................................................................ ............................................................ ....................... 83

5.3.2 Startup Failure ............................................................. ............................................................. ............. 86

5.3.3 Call Failure ....................................................... ............................................................. ........................ 88

5.3.4 Poor Call Voice............................................................................... ....................................................... 91

5.3.5 Failure to Send Instant Messages .............................................................. ............................................ 95

6 License Faults .................................................................................................................................... 97



6.2.1 BMU License Unavailability ............................. ............................................................ ....................... 97

6.2.2 Failure to Load the License on the Unified Gateway ............................................................... ............. 99

7 Conference Service Faults............................................................................................................ 101

7.1 Background .................................................................................................................. ................................ 101 7.2 Fault Locating Reference .......................................... .......................................................... ......................... 101

7.3 Troubleshooting Examples .................................................................... ....................................................... 102

7.3.1 Failure to Initiate an Instant Conference ............................................................................................. 102

8 Console System Service Faults ................................................................................................... 104

8.1 Background .................................................................................................................. ................................ 104

8.2 Fault Locating Reference .......................................... .......................................................... ......................... 105


8.3.1 Failure for an Attendant to Answer a New Call During Another Call ................................................. 106





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9 CDR Faults ....................................................................................................................................... 107

9.1 Background .................................................................................................................. ................................ 107

9.2 Fault Locating Reference .......................................... .......................................................... ......................... 109


9.3.1 Failure to Query CDRs on the BMU ......................................................... ............



eSpace UCTroubleshooting Guide 1 Troubleshooting Overview


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1 Troubleshooting Overview

About This ChapterThis topic describes the classification of fault levels, troubleshooting precautions, basictroubleshooting 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 faultsor 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 faultsor ordinary faults.

Table 1-1 describes the methods for locating and processing emergency faults and ordinaryfaults.

Table 1-1 Fault levels

FaultLevel

Description LocatingMethod

Handling Method

Emergency fault

Emergency faults refer to thosethat severely affect service

operation, including interruption of

Locate the faultycomponent or

module as soon

Recover servicesimmediately and

locate the root causes





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FaultLevel

Description LocatingMethod

Handling Method

most services and chargingexceptions. Table 1-2 describes theemergency fault judging criteria ofUnified Communications (UC)

products.

as possible. of the fault.

Ordinaryfault

Ordinary faults refer to those thatare not emergency faults.

Find the rootcause.

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 More than 50% CDR services fail for more than 60 minutes.

Service management More than 20% users cannot use service management functionshandling for more than 10 minutes.

1.2 PrecautionsThis 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, recoverservices quickly by referring to the Emergency Maintenance .

Comply with the operation regulations and industry security regulations to ensure yoursafety and equipment security.

Take electrostatic discharge (ESD)-preventive measures; for example, wear ESD wriststraps 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 ofthe operations, back up data, and prepare emergency and safety measures. Ensure thatthe 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.





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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 PersonnelOnly the qualified personnel can maintain the UC products.

Have a basic knowledge of network devices, Windows and Linux operating systems, andSQL Server and Oracle databases; be capable of using the common operation commandsrelated to network devices, operating systems, and databases; be capable ofimplementing maintenance using operation commands.

Be familiar with the network of the UC service system and physical connections betweenonsite devices.

Be familiar with the service process and system structure of the UC, and be skilled inoperating 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 ProcessThis topic describes the overall troubleshooting process.





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1.4.1 Overall Troubleshooting Flowchart

Figure 1-1 Overall troubleshooting flowchart

1.4.2 Collecting Fault Scenario InformationCollect 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 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

1.4.3 Evaluating a FaultUpon receiving the fault information, determine whether the fault is an emergency fault. If itis an emergency fault, see the Emergency Maintenance to recover the services; if it is not anemergency fault, see this document to locate and rectify the fault.





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1.4.4 Locating and Rectifying the Fault

Locating the Fault

Locate the fault on the following layers: 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.

Collecting Fault InformationAfter 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 .

Rectifying the FaultAfter the faulty module is located, take measures to rectify the fault.

1.4.5 Verifying That the Fault Is RectifiedAfter taking appropriate measures to rectify the fault, verify the results.

1.4.6 Generating a Troubleshooting ReportIt is recommended that a fault analysis report contain the following topics:

Symptom Fault locating Troubleshooting Preventive suggestions

1.4.7 Seeking Help from HuaweiFor the methods of obtaining technical support from Huawei, see 1.5 Huawei TechnicalSupport .

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





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1.5 Huawei Technical SupportTable 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 anemergency fault

Dial the customerservice center hotline

4008302118

Contact the globetechnical support center

The contact address obtained fromhttp://support.huawei.com

Come across anordinary fault

View troubleshootingcases

This document or product documents andcases at http://support.huawei.com



eSpace UCTroubleshooting Guide 2 Fault Information Collection


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2 Fault Information Collection

About This ChapterThis topic describes the basic fault information collection methods. When a fault occurs, usethese 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 amajor measure to locate faults.

2.6 Log Collection

Each UC component provides the log function to record system operation and runninginformation, including fault information.

2.7 Common Query Commands

This topic describes the common query commands in the Linux operating system, Oracledatabase, Unified Gateway, and IAD.

2.1 Check Items for Fault Information CollectionIf a fault cannot be rectified, collect fault information and send it to Huawei technical support.

Refer to Fault Inormation Collection .

http://localhost/var/www/apps/CCView/yKF52505_view/hyinfo_dita/en/UC/V100R002C01/out/uc_trs_c02_bookmap/Word20120615144122/uc_trs/com/UC_Fault_Information_Collection.xls








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2.2 Operation Procedure Information CollectionIf 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 ClientThe debughelp.bat tool is used to collect detailed eSpace fault information.

ProcedureStep 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, 2011-7-416_19_24.916.zip .

Table 2-1 describes the collected fault information.

Table 2-1 eSpace client fault information collection

File/Folder Name Description

log Contains client run logs and SVN configuration data.

config Contains client configuration data.

capture1.cap Contains network packets collected by the debughelp.bat .

ecs.ini Contains client version information and run parameters.

plugin.ini Contains client plug-in parameters, including the enterpriseaddress book, instant message, and SMS message parameters.

server.ini Contains server login and call rule information.





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File/Folder Name Description

system.txt Contains PC hardware, operating system, and drive information.

USBPhone.ini Contains USB phone configuration data.

----End

2.4 Signaling TracingIn the UC system, the eSpace EMS is provided to trace signaling.

PrerequisitesThe eSpace EMS has been deployed.

ContextThe eSpace EMS manages the security, faults, performance, topology, access, andconfigurations.

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.

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.

ProcedureStep 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 , and choose Manage from the displayed menu,as shown in Figure 2-1 .

The XXX Management window is displayed. In the window name, XXX indicates an NEname.

Figure 2-1 Topology view

Step 4 Click Trace Signaling in the navigation tree.





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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 ofthe 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:





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Click Lock , set the search criteria (case sensitive), and click Search . Fuzzy query issupported. 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 ProcedureAnalyze signaling to locate the fault by referring to 3.4 Signaling Analysis .

2.5 Packet CapturePackets are captured and analyzed to check the correctness. Therefore, packet capture is a

major measure to locate faults.

2.5.1 Cyclic Packet CaptureRemote packet capture and cyclic packet capture are performed in specified environments.

Step 1 for Cyclic Packet Capture: Start Cyclic Packet CaptureWhen a fault occurs occasionally and the occurrence time is uncertain, use cyclic packetcapture to obtain fault information. The Wireshark tool provides the packet capture function incommand-line mode on common PCs.

You can specify the size and quantity of packets to be captured. For example, set each packetsize to 10 MB and set the number of packets captured in a period to 100. In this case, the101st 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 pressEnter .





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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 inFigure 2-6 .





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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 ineach period to 100. In this case, about 10 GB disk space is required. Ensure the sufficient diskspace.

Run the following command to start cyclic packet capture, as shown in Figure 2-7 .

dumpcap -i 2 -w D:\aa.pcap -b filesize:100000 -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 Each packet size, in kbit.

files Total number of packets captured in each period.

To obtain the online help of the dumpcap command, run the dumpcap -h command.

----End





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Step 2 for Cyclic Packet Capture: Stop Packet CaptureAfter starting cyclic packet capture, the administrator can leave the equipment room. Whenreceiving the fault report, the administrator must return to the equipment room immediatelyand 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 PacketsCyclic packet capture takes a long period of time and the captured packet size is large. It isdifficult 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 sourceIP address, and fault occurrence start time and end time. The obtained data after filteringis stored in the out.cap file.

capfil -r *.cap -w out.cap -stime "2011-08-8 10:00:00" -etime "2011-08-8 10:30:00"-ip "10.166.10.10"

Run the following command to filter packets by port number. Assume that the portnumber is the default SIP port number 5060. 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 IPaddresses in the command are obtained. The obtained data after filtering is stored in theout3.cap file.

capfil -r *.cap -w out3.cap -ip "10.166.10.10" -ip "10.166.10.11" -ip "10.166.10.12"

To obtain the online help of the capfil command, run the capfil/? command.

----End





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2.5.2 Remote Packet CaptureWhen maintenance engineers are in other locations and cannot capture network packets inequipment rooms, they can use the remote packet capture tool to connect remote PCs todevices' network ports and capture network packets.

ContextIn UC solution, only the IAD supports remote packet capture,The IAD does not supportremote packet capture on the VLAN. If the VLAN tag is configured for data or the VLAN isconfigured for the FE port, remote packet capture cannot be performed.

ProcedureStep 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) port3.

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 58000.

TERMINAL(advanced-config)#capture server ipaddress 192.166.1.200

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 directionto 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 , asshown in Figure 2-8 .





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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 startedThe config of capture:

capture server IP address: 192.163.1.40capture server UDP port: 58000capture mode: all capturedoutput 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, theconnection has been established.

When the size of the file for storing captured packets reaches 30 MB, the f ile 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 toview relevant data.

----End





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2.5.3 WiresharkWireshark 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 capturesignaling on a certain port to determine whether the port is faulty.

Tool Introduction

Obtaining MethodAccess http://www.wireshark.com and download the Wireshark installation file.

User Maintenance engineers Test engineers

FunctionCaptures packets and analyzes signaling such as SIP, PRA, SS7, and R2.

Function DescriptionThe Wireshark can run in various operating systems, such as the UNIX, Linux, and Windowsoperating 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 MenusThis topic describes the common operations and menus of the Wireshark. For details about themenu functions, see the Wireshark online help.

1.Wireshark Main PageThe 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 2-9 .





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Figure 2-9 ARP.cap - Wireshark page

Menu PaneThe menu pane contains the following menus:

File

Contains items to open and merge capture files, save, print, or export capture files inwhole 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 preferencesas default settings.

View

Controls the display of the captured data, such as time format and color of packetstransmitted using different protocols.

Go

Contains items to go to a specific packet. Capture

Allows you to set capture parameters, including selecting network adapters, starting andstopping captures.

Analyze

Allows you to enable or disable protocol dissectors. Statistics

Contains items to display various statistic windows, including a summary of the packetsthat have been captured and displaying protocol hierarchy statistics.

Help





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Contains items to help users, such as access to some basic help, a list of supported protocols, and user guides.

Shortcut Button PaneLists the shortcut buttons for common functions.

When the pointer is moved to a button, its function is displayed.

Filter PaneSpecifies 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 .

Packet List PaneLists 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 theanalysis basis. For detailed analysis, view the packet content and analyze the packet based on thesignaling process.

Packet Details PaneDisplays 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 tocheck the signaling process.

Packet Bytes PaneDisplays the original packet contents in the hexadecimal format on the left, with the matchingASCII characters on the right.

2.Common Operations

Context

The Wireshark can be used only after it is bound to a network adapter. After being installed ona 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.





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Procedure

Step 1 Double-click to start the Wireshark.

The Wireshark main page is displayed, as shown in Figure 2-10 .

Figure 2-10 Wireshark main page

Step 2 Choose Capture > Options .

The Wireshark: Capture Options page is displayed, as shown in Figure 2-11 .





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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 2-11 . In addition to the logical network adapter, a physical networkadapter 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 bedisplayed in the drop-down list box only after the WinPcap is installed. The network adapterin this example is only a logical network adapter, not the physical network adapter forcapturing packets.

− Capture Filter

Specifies the filter criteria. The Wireshark captures only the packets that comply withthe filter criteria. For example, if Capture Filter is set to host 10.138.5.10 , only

packets sent and received by the host whose IP address is 10.138.5.10 will be

captured.





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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 Example

Capture the packets passing through theMAC address 08:00:08:15:ca:fe

ether host 08:00:08:15:ca:fe

Capture the packets passing through the IPaddress 192.168.0.10

host 192.168.0.10

Capture the packets passing through theTCP port 80

tcp port 80

Capture the packets sent and received by theIP address 192.168.0.10, excluding theHTTP packets (packets passing through the

TCP port 80)

host 192.168.0.10 and not tcp port 80

Capture File(s)

Specifies the path for automatically saving the captured packets as files. Ensure that thedestination 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 theWireshark 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 Figure2-12 is displayed during the packet capture, with the real-time information about thenumbers of captured packets of various protocols.





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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 2-13 .

Figure 2-13 ARP.cap - Wireshark page





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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 InformationThe Wireshark uses simple expressions to implement the powerful filtering function. A usercan 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 Wiresha rk supportsvarious logical operations, such as == , != , > , < , and , or .

Different from Capture Filter under the Option submenu of Capture , the filter rule specifiesthe packet capture results that are displayed, as shown in Figure 2-14 .

Figure 2-14 Displaying packets transmitted using GTP

1.Filter Expression Rules

Comparison SymbolsThe Wireshark can use comparison symbols (English words or operators) to form filterexpressions. Table 2-4 describes the comparison symbols used in filter expressions.





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Table 2-4 Comparison symbols used in filter expressions

English Operator Description and Setting

eq == Equal to

ip.addr==10.138.21.5ip.addr eq 10.138.21.5

ne != Not equal to

!(ip.addr == 10.138.21.5)

!(ip.addr eq 10.138.21.5)

gt > Greater than

frame.pkt_len > 10

frame.pkt_len gt 10

lt < Smaller thanframe.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 OperatorsThe 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 10.138.21.5, use the filter expression gtp &&ip.addr==10.138.21.5. Table 2-5 describes the logical operators used in filter expressions.

Table 2-5 Logical operators used in filter expressions

English Operator Description and Settingand && And

ip.addr==10.0.0.5 andtcp.flags.fin

or || Or

ip.addr==10.0.0.5 orip.addr==192.1.1.1

not ! Not

not llc





26

Setting Protocol FieldsTo 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 port1022, enter tcp.port==1022 , as shown in Figure 2-15 .

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 2-16 .

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 2-16 .





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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 2-17 .

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 2-18 .

Figure 2-18 Displayed Filter text box if the filter expression is incorrect

2. Press Enter or click Apply .The packets that meet the filter criteria are displayed.

Common Filter ExpressionsCommon 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==10.161.225.1

− Source IP address

ip.src==10.161.225.1

− Destination IP address

ip.dst==10.161.225.1





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− 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 responsemessages

radius.code == 4 || radius.code == 5

Filtering Segment PacketsUse 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 mayexist, as shown in Figure 2-19 . The Wireshark does not combine segment packets or verifythat 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 802.3 allows amaximum data frame length of 1492 bytes. Maximum data frame length at the link layer is called a MaxTransfer Unit (MTU). Most networks have an MTU. If a packet sent from the IP layer is greater in s izethan the MTU at the link layer, the packet must be divided into fragments whose sizes are smaller thanthe MTU.

2.Filter Expression Construction TipsTo use the application filter to construct a filter expression, proceed as follows:





29

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 thecorresponding data packets are displayed based on this expression, as shown in Figure

2-20 .

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 asfollows:

− After you choose Apply as Filter > Selected , the selected field is set as the filtercriterion directly and the data packets that meet the filter criterion are displayedimmediately.

− After you choose Prepare a Filter > Selected , the selected field is displayed in theFilter text box but no filter is performed. You can modify the filter criterion asrequired. After you click Apply , data packets that meet the filter criterion aredisplayed, as shown in Figure 2-21 .





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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 passesthrough the network adapter is filtered out.

Information in the Captured Packet List WindowFigure 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 recordWhether 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 signalingrecord is displayed in the protocol layer description window.





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Information in the Protocol Layer Description WindowPay attention to the information at the application layer.

Physical layer

The first layer in the protocol layer description window is the physical layer, whichcontains Frame Number and Packet Length , as shown in Figure 2-23 .

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 2-24 .

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





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The third layer in the protocol layer description window is the network layer, whichcontains the source IP address ( Source ), destination IP address ( Destination ), packetlength ( Total length ), and checksum ( Header checksum ), as shown in Figure 2-25 .

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 2-26 .

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.





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The network adapters of certain devices may calculate the checksum of the UserDatagram Protocol (UDP) layer. If the checksum is incorrect, the network adapter ofthe device may discard the packet.

Application layer

The fifth layer in the protocol layer description window is the application layer, whichcontains the SIP protocol details.

The signaling record consists of Request-Line and Message Header. If a messageincludes a message body, Message Body is also included, as shown in Figure 2-27 .

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 2-28 .

Figure 2-28 Message header information

In the message header, pay attention to the following information:

− Call-ID





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Unique identifier of a group of messages. The requests and responses of a UA in asession share the same Call-ID. Therefore, you can obtain the information about therequests 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 2-29 .

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 boxon the toolbar, as shown in Figure 2-30 .

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 personalcomputer (PC).

Common Tips

Changing the Time Display Mode





35

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 toview 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 2-31 .

Time of Day : for example, 18:23:01.852876. 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 LibraryYou 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 theWireshark can parse the application protocol, as shown in Figure 2-32 .

For example, after you decompress the libxml2.rar file and copy the .dll file in thedecompressed directory to the Wireshark installation directory, the Wireshark can parse thediameter protocol. The default Wireshark installation path is C:\Program Files\Wireshark .





36

Figure 2-32 Parsed diameter protocol after the diameter format library is loaded

Customizing the Non-Standard Port ApplicationsThe 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 1031.

2. Choose Analyze > Decode As , as shown in Figure 2-33 .

Figure 2-33 Decode As menu





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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 2-34 .

Figure 2-34 Customizing a protocol for parsing the non-standard port application protocol

4. Click OK .

Splitting and Merging Result Files1. Split a result file.

Choose File > save as , and then split a result file, as shown in Figure 2-35 .

− Use the filter to display the information that you want to save as files separately, andthen click displayed in the Packet Range area.

− Click Range , and then enter a number range, for example 1-1038 . Then packetsnumbered from 1 to 1038 are saved as a file.





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Figure 2-35 Save file as dialog box

2. Merge a result file.

Choose File > Merge .

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 .

Displaying Traffic Waveform ChartThe Wireshark can generate traffic waveform charts based on the captured data packets. Youcan set filter criteria to display the waveform charts of certain protocol traffic or user traffic ina certain period.

Choose Statistics > IO Graphic . The Wap service.cap dialog box is displayed, as shown in

Figure 2-36 .





39

Figure 2-36 Wap service.cap dialog box

By default, all traffic waveform charts are displayed. After you set the filter criteria in thefilter, only traffic waveform charts that meet the filter criteria are displayed.

Calculating the Packet TrafficThe following describes the common method for calculating the packet traffic.

When receiving a request for calculating the packet traffic, you must verify that the extendedfield statistics in the Call Detail Records (CDRs) are correct.

Choose Statistics > Conversations in the Wireshark.

The Conversations page is displayed, as shown in Figure 2-37 .

Figure 2-37 Conversations page





40

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, thefollowing columns are included: Address A , Port A , Address B , Port B , Bytes , BytesA->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 GPRSSupport 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 10.0.0.1, enterip.addr==10.0.0.1 in the Filter text box, and then click Apply . The packets that are sent fromor to the IP address 10.0.0.1 are displayed, as shown Figure 2-38 .





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Figure 2-38 Filtering out the captured packets

Using the RTP to Analyze 2833 PacketsTo 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 2-39 .





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Figure 2-39 RTP information

2833 packets use the sampling mode to send a number for multiple times. Numbers areseparated by RTP packets whose Event is TRUE , as shown in Figure 2-40 . 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 thenumber 6 has not been sent completely.





43

Figure 2-40 Message "End of Event: False"

− The message "End of Event: True" in the packet parsing area indicates that thenumber 6 has been sent to the media stream. Then the number collection process iscomplete.





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Figure 2-41 Message "End of Event: True"

To convert the captured UDP packets to RTP packets, go to 4.

4. Right-click a signaling record in the UDP column.A shortcut menu is displayed, as shown in Figure 2-42 .

Figure 2-42 Displayed shortcut menu





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5. Choose Decode As .

The Decode As dialog box is displayed, as shown in Figure 2-43 .

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 beenconverted to RTP packets. Then perform 1 through 3 to verify that the packetinformation has been transmitted to the media stream.





46

Figure 2-44 Converting UDP packets to RTP packets

2.6 Log CollectionEach UC component provides the log function to record system operation and runninginformation, including fault information.

2.6.1 UC Log FilesThis topic describes log files of each component in the UC solution.

Table 2-6 UC log files

NE Log File Path Description

BMU (forWindows)

bmu.log

bmu.log. * (* indicates anumber)

Installationdirectory \eSpace_UC\eSpac

e_UC_Server\Logs\BMU

Records the BMUrunning status.

The current log file isnamed bmu.log , and thefiles generated beforethe current file arenamed bmu.log.* ,whose maximum size is10 MB.

Obtain one or two logfiles generated when afault occurs, forexample, bmu.log andbmu.log.1 .





47


BMU_error.log Installationdirectory \eSpace_UC\eSpace_UC_Server\Logs\BMU

Records the exceptioninformation that is notcaptured during BMUrunning.

winMax.log Installationdirectory \eSpace_UC\eSpace_UC_Server\Logs\BMU

Records informationabout the connection

between the BMU andthe winMax chargingsystem.

eaus.log Installationdirectory \eSpace_UC\eSpace_UC_Server\Server\logfile\updateServer

Records the runningstatus of the clientupgrade server.

BMU (forLinux)

bmu.log bmu.log. * (* indicates anumber)

Installationdirectory /eSpace_UC/eSpace_UC_Server/Logs/BMU

Records the BMUrunning status.

The current log file isnamed bmu.log , and thefiles generated beforethe current file arenamed bmu.log.* ,whose maximum size is10 MB.

Obtain one or two logfiles generated when a

fault occurs, forexample, bmu.log andbmu.log.1 .

BMU_error.log Installationdirectory /eSpace_UC/eSpace_UC_Server/Logs/BMU

Records the exceptioninformation that is notcaptured during BMUrunning.

winMax.log Installationdirectory /eSpace_UC/eSpace_UC_Server/Logs/BMU

Records informationabout the connection

between the BMU andthe winMax charging

system.eAUS.log Installation

directory /eSpace_UC/eSpace_UC_Server/Logs/BMU

Records the runningstatus of the clientupgrade server.

eServer(forWindows)

eMonitor.log Installationdirectory \eSpace_UC\eSpace_UC_Server\Logs\Monitor Tool

Records the runningstatus of eMonitorcomponents.

imGserver.debug

imGserver.log

Installationdirectory \eSpace_UC\eSpac

e_UC_Server\Logs\eServer

Records the runningstatus of the IMGServer.





48


Imserver.debug

Imserver.log

Installationdirectory \eSpace_UC\eSpace_UC_Server\Logs\eServer

Records the runningstatus of the IMServer.

eServer(forLinux)

eMonitor.log Installationdirectory /eSpace_UC/eSpace_UC_Server/Logs/Monitor Tool

Records the runningstatus of eMonitorcomponents.

imGserver.debug

imGserver.log

Installationdirectory eSpace_UC/eSpace_UC_Server/Logs/eServer

Records the runningstatus of the IMGServer.

Imserver.debug

Imserver.log

Installationdirectory /eSpace_UC/eSpace_UC_Server/Logs/eServer

Records the runningstatus of the IMServer.

MAA (forWindows)

MBServer.log Installationdirectory \eSpace_UC\eSpace_UC_Server\Server\MAA\webapps\MBServer\logs

Records logs duringMAA running.

MAA (forLinux)

MBServer.log Installationdirectory /eSpace_UC/eSpace_UC_Server/Logs/MAA

Records logs duringMAA running.

CDRServer BILLLog_0.txt Installationdirectory \eSpace_UC\eSpace_CDR\CDRServer\CDRServerlog

Records the runningstatus of the Bill

process.

FTPLog_0.txt Installationdirectory \eSpace_UC\eSpace_CDR\CDRServer\CDRServerlog

Records the runningstatus of the FTP

process.

MonitorLog_0.txt Installationdirectory \eSpace_UC\eSpace_CDR\CDRServer\CDRServerlog

Records the runningstatus of the MonitorConsole.

mmlLog_0.txt Installation

directory \eSpace_UC\eSpace_CDR\CDRServer\CDRServerlog

Records the running

status of the MML process.

eSpaceMeetingserver

mcms_0104_ *.log (* indicates anumber)

Installationdirectory \eSpace_UC\eSpace_Meeting\log

Records the runningstatus of the eSpaceMeeting server.

eSpaceMeetingclient

mcstub_ *1.log ( * indicates anumber)

Path of client logs foreSpace Meetings that areaccessed from the eSpaceclient:

Installationdirectory \eSpace_UC\Enter

Records the runningstatus of the eSpaceMeeting client.





49

NE Log File Path Description prise_UC\cwbin\trace

Path of client logs for

eSpace Meetings that areaccessed from InternetExplorer:

Installationdirectory \ program data

folder of the current systemuser \CenWave\trace

On the Windows XPoperating system, thedefault value of programdata folder of the current

system user foradministrator login is asfollows:

C:\Documents andSettings\administrator\Application Data\

On the Windows 7operating system, thedefault value of programdata folder of the current

system user foradministrator login is asfollows:

C:\Users\administrator\AppData\Local\Temp\

Records the running

status of the eSpaceMeeting client.

Consoleserver

CTISRVLog.txt Installationdirectory \eSpace_UC\eSpace_Console\Console_Server\log

Records Console serveroperation and serviceinformation.

CTIServerLog.log

Installationdirectory \eSpace_UC\eSpace_Console\Console_Server\log

Records commissioninginformation.

All files in thefr_exception directory

Installationdirectory \eSpace_UC\eSpace_Console\Console_Server\fr_exception

Records system faultinformation.

Softconsole All.log Installationdirectory \eSpace_UC\eSpace_Console\Soft_Console\Log

Records Softconsoleoperation and serviceinformation.

sipx.log Installationdirectory \eSpace_UC\eSpac

e_Console\Soft_Console\Lo

Records informationrelated to the SIP

protocol.





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NE Log File Path Descriptiong

eDirectory N/A

OpenLDAP N/A

2.6.2 Log Collection MethodsThis topic describes the log collection methods of components in eSpace UC solution.

Component Log Collection Method

BMU Copy log files from the path specified in Table 2-6 in 2.6.1 UC Log Files .

eSpace To obtain eSpace client logs, use the debughelp.bat tool. For details, see2.3 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 Table2-6 in 2.6.1 UC Log Files .

MAA server Copy log files from the path specified in Table 2-6 in 2.6.1 UC Log Files .

eSpaceMeetingserver andclient

Copy log files from the path specified in Table 2-6 in 2.6.1 UC Log Files .

UMS server Log in to the UMS web management page, and choose UMS > SystemLog Management from the navigation tree on the left.

CDRServer Copy log files from the path specified in Table 2-6 in 2.6.1 UC Log Files .

Consolesystem

Copy log files from the path specified in Table 2-6 in 2.6.1 UC Log Files .

UnifiedGateway

Use the UCMaint tool to collect Unified Gateway logs.

For details, see Fault Management > Troubleshooting > CommonMethods for Locating Faults > Log Analysis in the Unified GatewayVoIP Integrated Exchange Product Documentation .

IAD The IAD reports logs to the log server, enabling users to view the logs onthe log server.

For details, see Maintenance > Security Maintenance > ApplicationLayer Security > Passwords of the Accounts at the ApplicationLayer > Checking IAD Logs in the IAD Product Documentation of theIAD in the corresponding model.

IP Phone The IP phone reports logs to the log server, enabling users to view the logson the log server.

For details, see Troubleshooting > Methods of Locating Faults >Displaying Debugging Logs in the Administrator Guide of the IP phonein the corresponding model.





51

2.7 Common Query CommandsThis topic describes the common query commands in the Linux operating system, Oracledatabase, Unified Gateway, and IAD.

Commands in the Linux Operating System

Content to Be Queried Command

Current system user who

Processes 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

Resource usage top

Memory information 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

Operating system versioninformation

Current operating system version:

cat /etc/SuSE-release

Kernel version:

uname -a

CPU cat /proc/cpuinfo

Device partitioning information cat /proc/partitions

Disk space usage of the file system df

File attributes ls -l

Network port information ifconfig -a

Port information netstat [-a] [-e] [-n] [-o] [-p Protocol] [-r] [-s][Interval]





52

Commands in the Oracle Database

Contentto BeQueried

Command Query Result

Databasestatus

SQL> selectINSTANCE_

NAME,STATUSfromv$instance;

Information similar to the following indicates that the databasehas been connected:

INSTANCE_NAME STATUS---------------- ------------eSpace OPEN

Listen

erstatus

> lsnrctl

statusLISTENER

Information similar to the following indicates that the listener has

been started:LSNRCTL for Linux: Version 11.1.0.6.0 - Production on18-AUG-2011 19:29:31Copyright (c) 1991, 2007, Oracle. All rights reserved.Connecting to (ADDRESS=(PROTOCOL=tcp)(HOST=)(PORT=1521))STATUS of the LISTENER------------------------Alias LISTENERVersion TNSLSNR for Linux: Version 11.1.0.6.0- ProductionStart Date 18-AUG-2011 11:09:47Uptime 0 days 8 hr. 21 min. 41 sec

Trace Level offSecurity ON: Local OS AuthenticationSNMP OFFListener Log File/oracle/diag/tnslsnr/eSpace2/listener/alert/log.xmlListening Endpoints Summary...

(DESCRIPTION=(ADDRESS=(PROTOCOL=tcp)(HOST=eSpace2)(PORT=1521)))Services Summary...Service "eSpace" has 1 instance(s).

Instance "eSpace", status READY, has 1 handler(s) for thisservice...Service "eSpace_XPT" has 1 instance(s).

Instance "eSpace", status READY, has 1 handler(s) for thisservice...The command completed successfully

Servicename

> tnspingeSpace

Information similar to the following indicates that the servicename is valid:

TNS Ping Utility for Linux: Version 11.1.0.6.0 - Productionon11-OCT-2010 09:45:04Copyright (c) 1997, 2007, Oracle. All rights reserved.Used parameter files:





53

Contentto BeQuer

ied


Used TNSNAMES adapter to resolve the aliasAttempting to contact (DESCRIPTION = (ADDRESS_LIST = (ADDRESS=(PROTOCOL = TCP)(HOST = 10.10.128.4)(PORT = 1521)))(CONNECT_DATA =(SERVICE_NAME = eSpace)))OK (0 msec)

Datafiles

SQL> select NAME,

CREATE_BYTES/1024/1024||'M'FILE_SIZEfromV$DATAFILE;

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 FILE_SIZE/oracle/oradata/eSpace/system01.dbf 300M/oracle/oradata/eSpace/sysaux01.dbf 120M/oracle/oradata/eSpace/undotbs01.dbf 200M/oracle/oradata/eSpace/users01.dbf 5M4 rows selected.

Datab

asetables

paces

SQL> select

STATUS,TABLESPACE_NAMEfromDBA_TABLESPACES;

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 SYSTEMONLINE SYSAUXONLINE UNDOTBS1ONLINE TEMPONLINE USERS5 rows selected.

Number ofdatabase

processconnections

SQL> selectcount(*)fromv$process;

The following information is displayed:

COUNT(*)----------

23

Number ofdatabase

SQL> selectcount(*)from


COUNT(*)

----------





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Contentto BeQuer

ied


sessionconnections

v$session; 22

Number ofconcurrentdatabase

connections

SQL> selectcount(*)fromv$sessionwherestatus='ACTI

VE';


COUNT(*)----------

21

Maximumnumber ofconnectionsallowed bythedatabase.

SQL> selectvalue fromv$parameterwherename='processes';


VALUE------------------1100

Commands in the Unified Gateway

Content to BeQueried

Command Description

All CLI users show cliuser N/A

System

information

show system information Displays the device type, domain name,

Unified Gateway IP address, MACaddress, gateway IP address, subnetmask, TFTP server IP address, andsupported codec type.

Versioninformation

show version Displays the versions of the hostsoftware, hardware, and audio files.

Userinformation(including thetype, status, andservice)

show subscriber dn 7700 type all

Displays the type, status, call source, andincoming and outgoing call authorities ofa user.





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Command Description

Board status eSpace U1980: show board[slot <0-9> ]

Displays the board information andstatus.

Trunkconfiguration

show protocol pra officeno0

Displays information about the PRAtrunk that belongs to office direction0, such as the peer deviceinformation, line selection mode,default incoming called number, anddevice type.

protocol : You can query the value by pressing Tab .

officeno : This parameter is optional.You can query the value range by

pressing Tab .

Trunk circuitand status

show tkc slot 2 Displays the circuit status of the board inslot 2.

eSpace U1980: The slot number rangesfrom 2 to 9.

Status of thePRA trunk link

show pralink linkno 0 Displays whether PRA link 0 is in anormal state.

The linkno parameter is optional. Youcan query the value range by pressingTab .

Call sourceinformation

show callsourceno N/A

Conferenceinformation

show conference Displays information about a conference,such as the conference number, status,maximum number of participants,

participant password, moderator password, start time, and end time.

show conference confid00123456 subpbxno 1

Displays information about conference00123456 under sub-PBX 1.

PBX group

information

show pbxgroup

show subscriber by pbxgroupno <0-254>

Displays whether a PBX group is

configured and the line selection mode ofthe PBX group.

Displays users of a specific PBX group.

Attendant groupinformation

show telephonegroupgroupno 0

Displays the information about anattendant group.

The groupno parameter is optional. Youcan query the value range by pressingTab .

show telephonisttelephonegroupno 0

Displays information about an attendantin the group.

The telephonegroupno parameter is





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Command Description

optional. You can query the value range by pressing Tab .

Trunk bearerconfiguration

show tgld callsourceno 0 officeno 0 protocol pra

prefix 0

Displays information about a trunk bearer whose call source number is 0,office direction number is 0, protocoltype is PRA, and prefix is 0. You canquery the value range by pressing Tab .

Commands in the IADFor the command details, see Fault Management > How to Collect System Information in

the IAD Product Documentation of the corresponding model.



eSpace UCTroubleshooting Guide 3 Fault Locating Methods


57

3 Fault Locating Methods

About This ChapterThis 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 whenfaults occur.The eSpace EMS provides the alarm management function for all NEs in the UCsolution.

3.2 Network Information Analysis

Some faults are caused by poor network connection or network disconnection. You can testthe 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 amajor measure to locate faults.

3.5 Log Analysis

Logs record all system operation and running information. Therefore, you can view andanalyze logs to locate faults.

3.1 Alarm AnalysisAlarms are important prompt messages for faults or events. Alarms may be generated whenfaults occur.The eSpace EMS provides the alarm management function for all NEs in the UCsolution.

PrerequisitesThe eSpace EMS has been deployed.





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ContextWhen a fault occurs, check whether any alarms are reported. If alarms are reported, find thealarms 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 toensure normal running of services.

Minor: alarms that describe the running status of boards or physical circuits. When aminor alarm is reported, you must locate the cause to prevent potential problems.

Warning: messages that are displayed, for example, a message indicating that a devicehas 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 thefault by referring to the value of Procedure .

ProcedureStep 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 currentalarm status, as shown in Figure 3-2 .





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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 onthe suggestion.

----End

Follow-up ProcedureAfter the fault is rectified, select the corresponding alarm and click Clear .

3.2 Network Information AnalysisSome faults are caused by poor network connection or network disconnection. You can testthe network connection and quality to rectify the faults.

ContextTable 3-1 describes the IP bearer network quality.





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Table 3-1 IP bearer network quality

Network Quality One-Way Delay(ms)

Packet Loss Rate Jitter (ms)

Good ≤40 ≤0.1% ≤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 Transparenttransmission

Available Unavailable Unavailable

T.38 Available Available Unavailable

Modem Transparenttransmission

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 3-3 .





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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.


2. Enter cmd and press Enter .The CLI is displayed.

3. Run the netstat -ano command.

Table 3-3 Parameter description

Parameter

Description

-a Displays active TCP connections and TCP and UDP ports monitored by thecomputer.

-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 3-4 .





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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.





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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 networkconnection.

If the entire network connection cannot be pinged, use the tracert command to check thespecific abnormal connection.


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 AnalysisWhen a fault occurs, analyze the current system configurations and check the connections

based on the fault symptom to locate the fault.

3.3.1 BMU Faults

Procedure BMU login faults

Check the database address in the BMU configuration file hibernate.cfg.xml , as shown inFigure 3-7 . The file path is as follows:





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− Windows: Installationdirectory \eSpace_UC_Server\Server\BMU\webapps\ROOT\WEB-INF\classes\hibernate.cfg.xml

− Linux: Installation

directory /eSpace_UC_Server/Server/BMU/webapps/ROOT/WEB-INF/classes/hibernate.cfg.xml

Figure 3-7 BMU configuration file

Check the database address in the eServer configuration file hibernate.cfg.xml . The file pathis as follows:

− Windows: Installationdirectory \eSpace_UC_Server\Server\eServer\cfg\hibernate.cfg.xml

− Linux: Installationdirectory /eSpace_UC_Server/Server/eServer/cfg/hibernate.cfg.xml

----End

3.3.2 eSpace Faults

Procedure eSpace login faults

Check the IP address and port number of the server on the eSpace login page, as shown inFigure 3-8 .





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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 eSpaceinstallation path, for example, I nstall ation directory \eSpace UC\Enterprise eSpace .

[ServerConfig]Server=Server1Server1IP= 10.166.42.42 Server1Port= 8011 Server2IP=0.0.0.0Server2Port=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 theIMServer.cfg.xml file, as shown in Figure 3-9 .

The IMServer.cfg.xml file path is as follows:

− Windows: Installationdirectory \eSpace_UC\eSpace_UC_Server\Server\eServer\IMServer\service\cfg\IMServer.cfg.xml

− Linux: Installationdirectory /eSpace_UC/eSpace_UC_Server/Server/eServer/IMServer/wrapper/cfg/IMServer.cfg.xml





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Figure 3-9 GUID setting

Compare the default service address with the region service address.


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 isthe same as that of Service Default Address shown in Figure 3-9 .

----End

3.3.3 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 thesame as the IP address and HTTP port number of the BMU server, as shown in Figure3-10 .

Figure 3-10 Checking the SOAP address

----End





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3.3.4 Console System Faults

Procedure

SoftConsole configuration faultsThe faults are as follows:

− Failed to update enterprise address books on the SoftConsole.


2. Choose Functions > SoftConsoles .

3. Check whether the SoftConsole address book function is enabled, as shown in Figure3-11 . If the function is disabled, enterprise address books on the SoftConsole cannot beupdated.

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 settingsmarked in red in Figure 3-11 .

2. Click Test .

If the message "Connection failure" is displayed, the preceding parameter settings areincorrect or the OpenLDAP server is not started. Therefore, users cannot be registered on

the BMU.----End

3.4 Signaling AnalysisSignaling analysis verifies port signaling and messages. Therefore, signaling analysis is amajor measure to locate faults.





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3.4.1 SIP Voice or Video Call Signaling

Context

Figure 3-12 SIP voice or video call signaling process

Table 3-4 Signaling process description

Message Description

INVITE 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.





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Message Description

ACK The 200 OK message is confirmed and the calling and called parties are in conversion.

RTP The media stream channel is established.

BYE A party hangs up.

ACK The BYE message is confirmed, and the call is released.

If an error occurs during a call, the signaling contains the corresponding error code, indicatingthe 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 bythe 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 isforwarded to a phone in busy state.

403 The call is forbidden. The peer device does not passauthentication 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 messageformat can be identified by the peer device.

500 The server is faulty. In this case, contact engineers of the peerdevice.

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 IPaddress, peer IP address, port number, audio or video request, and codec informationsupported by the local device, as shown in Figure 3-13 .





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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.

ProcedureStep 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

ExampleIntelligent terminal user A calls eSpace user B. User B picks up the phone after hearing thering. Then the call is released, and users A and B hear the busy tone.

1. Capture the signaling, as shown in Figure 3-14 .





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Figure 3-14 Call signaling

When the call is established, the gateway sends a BYE message to the called party andreleases the call.

2. View the 200 OK response sent by the called party. The negotiated codec information isnot found, as shown in Figure 3-15 .

If the codec that is supported by both parties is obtained after negotiation, the availablecodec information is displayed, for example, iLBC/8000 .

Figure 3-15 200 OK response body

3. View the INVITE message sent by the calling party. The requested codec is DVI4, asshown in Figure 3-16 .

The called party, however, does not support the codec, causing the call failure.





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Figure 3-16 INVITE message body

4. Modify the codec supported on the intelligent terminal. The fault is rectified.

3.4.2 Narrowband Trunk Outgoing or Incoming Call Signaling Narrowband trunks include PRA, SS7, and R2. For details about the analysis on the outgoingor incoming call signaling of narrowband trunks, see Fault Management >Troubleshooting > Trunk Faults in the eSpace U19XX Unified Gateway Product

Documentation .

3.5 Log AnalysisLogs record all system operation and running information. Therefore, you can view andanalyze logs to locate faults.

3.5.1 BMU Logs

PrerequisitesBMU log files have been obtained based on 2.6.2 Log Collection Methods .

Procedure

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 writingexception. Locate and rectify the fault based on these fields, as shown in Figure 3-17 .





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Figure 3-17 Searching for the Exception field

If the bmu.log file does not contain useful information, you can open the bmu.log. * file that isgenerated at the time when the fault occurs in view the fault information. In the file name, * is anumber, 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.

----End

3.5.2 CDR Logs

PrerequisitesCDRServer log files have been obtained based on 2.6.2 Log Collection Methods .

ProcedureStep 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 beenoccupied and fails to share CDRs to the CDR management system.

Failed to create listen socket on port 21

----End

Follow-up ProcedureStop the process that occupies port 21.

3.5.3 eSpace Client Logs

PrerequisiteseSpace client information has been collected with the debughelp.bat tool.





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ProcedureStep 1 Decompress the collected eSpace client information, for example, 2011-8-2

09_25_16.389.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 errorlogs, as shown in Figure 3-18 and Figure 3-19 .

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 eSpaceserver whose IP address is 10.166.42.41. The possible cause is that the eSpace server addressis configured incorrectly, or the network is disconnected.

----End



eSpace UCTroubleshooting Guide 4 Login Faults


75

4 Login Faults

About This ChapterThis topic describes the causes and troubleshooting methods of the BMU, eSpace, andSoftConsole login faults.

4.1 Background

4.2 Fault Locating Reference

4.3 Troubleshooting Examples

4.1 BackgroundThe basic concepts are described as follows:

UC account

UC accounts are created on the BMU via account management. Users must use UCaccounts 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 enablethe 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.





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Figure 4-1 Process of logging in to an eSpace Desktop

4.2 Fault Locating Reference1. 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 ofthe eServer are correct.

3. Check the network connection.

If all the preceding information is correct, verify that the local host is properly connectedto 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.





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If the service has been enabled, ensure that port 8011 of the eServer is not blocked by thefirewall.

4.3 Troubleshooting Examples4.3.1 BMU Login Failure

SymptomThe message "Internet Explorer cannot display the webpage" is displayed when you enter theBMU URL on Internet Explorer and press Enter .

Possible Causes

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.

ProcedureStep 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 2 .

2. 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 Installationdirectory \eSpace_UC\eSpace_UC_Server\Server\BMU\webapps\ROOT\WEB-INF\classes\hibernate.cfg.xml .

Figure 4-2 BMU configuration file

1. If yes, go to Step 6 .

2. 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.





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Change the LDAP address when the OpenLDAP and the database are installed on the samehost. 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 GatewayV100R002C03SPC200.

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 Figure4-3.

Figure 4-3 Modifying the LDAP configuration file

Change the address as follows when the UC version is SoftCo V100R002C03SPC200 orlater than SoftCo V100R002C03SPC200 or Unified Communication V100R001C01.


2. Choose Functions > SoftConsole .

3. Change the value of Address Book IP Address to that viewed in Step 2 , as shown inFigure 4-4 .





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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 serversusing the database.

4.3.2 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.





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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 .

ProcedureStep 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 youraccount 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





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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 cansuccessfully log in to the eSpace, and compare the correct IP address with that viewed in Step4.

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 InformationAnalysis .

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 networkconnection 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 5.3.1 Offline .

Step 10 Verify that the eSpace service process is running properly. For the check method, see Step 1 .


----End



eSpace UCTroubleshooting Guide 5 eSpace Service Usage Faults


82

5 eSpace Service Usage Faults

About This ChapterThis topic describes causes and troubleshooting methods of the eSpace service usage faults,such as IM, call, and status display faults.

5.1 Background



5.1 BackgroundThe basic UC functions involved in this document are as follows:

IM Status display Voice call File transfer Contact query

5.2 Fault Locating ReferenceThe eSpace provides the basic UC functions such as IM, status display, file transfer, and voiceand video calls.

The eSpace client registers and communicates with the Unified Gateway to provide voice andvideo call function and registers and communicates with the eServer to provide other basicUC functions.

The fault locating reference is as follows:

When voice and video call faults occur, check the connection between the eSpace clientand the Unified Gateway. Analyze signaling to locate the faults. For details, see 3.4Signaling Analysis .





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When IM, status display, file t ransfer, contact query, and address book synchronizationfaults occur, check the connection between the eSpace client and the eServer, includingthe network communication, service startup, and service port availability.


5.3.1 Offline

SymptomA user is suddenly offline when using the eSpace.

Possible Causes

The eServer is abnormal. The network between the local host and the eServer is unstable. The firewall blocks port 8011 of the eServer.

ProcedureStep 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.





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./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. Runthe ./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.






Step 4 Log in to the eServer and check whether the firewall blocks access to port 8011.

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 8011.

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 5-2 .





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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 .





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Figure 5-3 Setting custom rule parameters

7. Click Add .

8. Click Next .9. Click Finish .


----End

5.3.2 Startup Failure

SymptomAfter the eSpace client icon is double-clicked, no login window is displayed.

Possible Causes 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 torun the eSpace.

Procedure

Step 1 Reinstall the eSpace client.





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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 5-4 .





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Figure 5-4 Setting the account rights


----End

5.3.3 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.





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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.


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" inFault Management > Troubleshooting > Basic Call Faults in the eSpace U1980

Unified Gateway Product Documentation .





----End





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5.3.4 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 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 NetworkInformation Analysis .

− The audio card on the computer is abnormal.

For the troubleshooting method, see Step 4 to Step 6 .

ProcedureStep 1 Use a headset to make calls.

Step 2 Disable the microphone enhancing function. To disable the microphone enhancing function ofthe 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 5-6 .





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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 .





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Figure 5-8 Advance Controls for Microphone dialog box

Step 3 Move the wireless devices, for example, mobile phones, away from the earphone andmicrophone.

Step 4 Check whether the local host is properly connected to the Unified Gateway.



Step 5 Set the codec mode occupying less bandwidth with higher priority.


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.





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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.

ProcedureStep 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.


----End

Suggestion and SummaryLimit the text or picture size within the value in the error prompt message, for example, 50KB.



eSpace UCTroubleshooting Guide 6 License Faults


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6 License Faults

About This ChapterThis topic describes causes and troubleshooting methods of license faults.



6.1 Fault Locating ReferenceThe possible cause of license load failure is that the device electronic serial number (ESN) isdifferent from that in the License.dat file.


6.2.1 BMU License Unavailability

SymptomAfter 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 bymistake for the BMU.





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ProcedureStep 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 installationdirectory eSpace_UC/eSpace_UC_Server/Server/BMU/webapps/ROOT/WEB-INF/classes/conf/ , and view the ESN.

Linux1. 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/classes/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 ESNobtained 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 inFigure 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.


----End





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6.2.2 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 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 UnifiedGateway, 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.

ProcedureStep 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 licenseLicense Basic InformationState: ValidLicense SN: DEFAULTEquipment SN: 2102351480109700001 /*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 thesame 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, isallowed 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 shareddirectory contains the License.dat file.

If yes, go to Step 4 .



eSpace UCTroubleshooting Guide 7 Conference Service Faults


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7 Conference Service Faults

About This ChapterThis topic describes causes and troubleshooting methods of conference service faults in theUC services. Conferences are classified into the instant conferences and scheduledconferences.

7.1 Background



7.1 BackgroundUsers use the voice and eSapce Meeting services. The conference resources are provided bythe Unified Gateway, and the conference control function is provided by the eSapce Meetingserver.

7.2 Fault Locating Reference1. View service permissions.

If a user cannot use the instant conference, the possible cause is that the user does nothave 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 isthat 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 conferenceresources on the Unified Gateway are insufficient to hold a conference.



eSpace UCTroubleshooting Guide 7 Conference Service Faults


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7.3.1 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 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 troubleshootingmethod, 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 thetroubleshooting method, see Step 2 .

− Time on the Unified Gateway is different from that on the BMU and that on theeSapce Meeting server. For the troubleshooting method, see Step 3 .

ProcedureStep 1 Grant the instant conference permission to the eSpace account.


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 Figure7-1. If no, rectify the data in the file. If yes, go to Step 3 .

Figure 7-1 Changing the SOAP address



eSpace UCTroubleshooting Guide 8 Console System Service Faults


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8 Console System Service Faults

About This ChapterThis topic describes causes and troubleshooting methods of the Console system service faults.

8.1 Background



8.1 Background

The Console system consists of the following parts: Console Server

Updates public information on SoftConsoles, such as login, logout, busy state, and idlestate 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.

NetworkThe Console system communicates with the Unified Gateway to provide basic service andattendant service functions, and communicates with the BMU to provide service configurationand call fee query functions. Figure 8-1 shows the connections between the Console Server,SoftConsole, Unified Gateway, and BMU.





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Figure 8-1 Console system network

An attendant can bind the SoftConsole to a hard terminal (see the dashed line box in Figure8-1). After the binding relationship is set up, the attendant can use the hard terminal instead ofa headset to answer calls. The SoftConsole provides the call control functions such as callingout, hooking on, rejecting, holding, and transferring calls.

Main FunctionsIn addition to the functions of an ordinary phone, the Console system provides the followingfunctions:

Controls services such as incoming call queuing, call transferring, break-in, and forcedrelease 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 theConsole Server.

− Check the connections between the SoftConsole, Console Server, and UnifiedGateway.

− Check whether the Console Server is running properly.

− Check whether the attendant account authentication mode on the Unified Gateway iscorrectly configured.





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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 UnifiedGateway.

Capture and analyze packets to locate the fault.

The agent, incoming call queuing, break-in, and forced release services of an attendantare 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 theattendant account.


8.3.1 Failure for an Attendant to Answer a New Call DuringAnother Call

SymptomA new incoming call enters the queue when an attendant is in another call. The attendantholds the current call and answers the new incoming call. The answering fails.

Possible CausesThe multi-call permission has not been granted to the attendant.

ProcedureStep 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



eSpace UCTroubleshooting Guide 9 CDR Faults


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9 CDR Faults

About This ChapterThis topic describes causes and troubleshooting methods of the CDR faults.

9.1 Background



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, storesthem 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 CDRAgentobtains CDR files from the CDRServer and provides them for the third-party chargingmanagement software.

Third-party charging management system

The third-party charging management system provides the CDR statistics and query, andfee rate setting functions.

Figure 9-1 shows the CDR flowchart.





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The CDR obtaining function of the BMU and CDRAgent cannot be enabled at the same time.

Figure 9-1 CDR process

CDRSystem

Proc

ess

Description

BMUCDRmanagement

1 The unified gateway sends a request to the CDRServer to create a TCPconnection, and sends the original binary CDRs to the CDRServer basedon the CDR obtaining request sent by the CDRServer.

2 The CDRServer parses the original CDRs, stores them in a .bill file, andshares the file in FTP mode to the BMU.

3 The BMU sends an FTP request to the CDRServer to download the CDRfile.

4 The BMU parses the CDR file and stores it in the database for users toquery or collect CDR information.

Third-partycharging

1 The unified gateway sends a request to the CDRServer to create a TCPconnection, and sends the original binary CDRs to the CDRServer basedon the CDR obtaining request sent by the CDRServer.

2 The CDRServer parses the original CDRs, stores them in a .bill file, andshares the file in FTP mode to a third-party charging management system.

3 The CDRAgent sends an FTP request to the CDRServer, downloads theCDR file, and converts the format from *.bill to *.txt .

4 A third-party charging management system uses a third-party interface toobtain the CDR file in the CDRAgent and perform charging management.





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9.2 Fault Locating ReferenceTo locate charging faults, check CDRServer, CDRAgent and Unified Gateway information.

When the third-party charging management system fails to query the latest CDRs, checkwhether the CDRs have been generated.

If no CDR has been generated, check whether the CDR generation function on theUnified Gateway is enabled and whether the connection between the Unified Gatewayand the CDRServer is proper.

If the CDRs have been generated, check whether the CDRServer is successfully startedand 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 arecorrect.


9.3.1 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 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.

ProcedureStep 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. Inthis case, go to Step 1.3 .

Createbill switch is [ OFF ]





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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 theCDR file path.

If yes, check whether the CDRs can be queried on the third-party charging managementsystem. If the CDRs fail to be queried, go to Step 3 .

If no, check the connection between the CDRServer and the Unified Gateway byreferring 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 theRunning 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 9-2.





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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 inFigure 9-3.





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Figure 9-3 Setting the shared path

9. Check whether the shared path configured is the CDR file path and whether Read andDelete 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 isenabled.

10. Disable the CDR obtaining function of the BMU, make some calls, and check whetherthe CDRs in the CDR file path are obtained.

To disable the CDR obtaining function of the BMU, proceed as follows: Choose Functions > CDRSettings on the BMU and set Interval to the time, for example, Every day00:00 , that is several hourslater 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 toStep 7 .

If the CDR file exists, the CDRAgent has not obtained the CDRs. In this case, go to Step8.

Step 7 Determine the CDR management system in use.

If the BMU is used, uninstall the CDRAgent and enable the CDR obtaining function ofthe BMU.

If the third-party charging management system is used, disable the CDR obtainingfunction of the BMU.




Step 8 Contact Huawei technical support by referring to Huawei Technical Support if the fault persists.

----End

ESpace UC Troubleshooting Guide (V100R002C01SPC100_02)

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