Cisco TelePresence Server

How do I get the diagnostic information from the TelePresence Server?

There are several important pieces of information about your TelePresence Server that you may need to gather when requesting support. This article explains how to get the following information:

• Software version
• Diagnostic file
• System logs and configuration
• Call statistics

How do I find out what software version is running on my TelePresence Server?

Log in to the TelePresence Server and go to Status. The Software version and other information are shown in the System status section.

How do I obtain the diagnostic information from the TelePresence Server?

If the TelePresence Server has rebooted, go to Status and locate the Download file links in the Diagnostic information section. You should provide all of the downloaded .zip files if you are liaising with customer support. The network capture file is only available on the master blade in a TelePresence Server cluster. If you are experiencing problems but the TelePresence Server has not rebooted, review the event log for troubleshooting information (Logs > Event log).

I have been asked to obtain the logs and configuration from my TelePresence Server. How do I do this?

If you ever experience difficulties when connecting telepresence calls, customer support may ask you to supply an H.323 / SIP log, an event log, and your configuration file. All three are provided in one file that you can download.

Note: H.323 / SIP logging is not enabled by default, owing to the high volume of information that would be captured. However, it is essential for the log to show the initial connection being established, because the negotiation which happens at this stage may help to explain the behaviour later on in the call. You must enable H.323/SIP logging and then reproduce the call.

1. Log into the TelePresence Server.
2. Go to Events > H.323/SIP log and click Enable H323/SIP logging.
3. Reproduce the failing call.
4. After you reproduce the issue, click Disable H323/SIP logging on the H.323/SIP log page.

5. Go to the Status page, locate the System logs field and click Download file.

   The logs.zip file contains several log files and the configuration file.

6. Email this file to your support contact with an explanation of the problem and the steps you took to reproduce it.

How do I collect call statistics from the TelePresence Server?

1. Log in to the TelePresence Server that is hosting the conference and go to Conferences.
2. Click the conference that contains the call you're interested in.

3. Click on the participant whose statistics you are collecting.

   The Endpoint status page displays.

4. Click Statistics.

Refer to the online help topic View endpoint or endpoint group statistics for more information.

This article applies to the following products:

• Cisco TelePresence Servers