Gathering Logs from Polycom RealPresence Group Series System and Peripherals

Transcription

1 Gathering Logs from Polycom RealPresence Group Series Systems and Peripherals Version

2 Table of Contents Table of Contents... 2 Download or Transfer RealPresence Group System Log Files... 3 Downloading System Log Using the Web Interface... 3 Transferring System Log Using the Local Interface... 4 Notes of System Logs Settings... 6 Storing RealPresence Group System Log Files on USB Device... 7 Setting Up RealPresence Group System to Automatically Transfer Logs to USB Device... 7 Retrieving System Log Files... 7 Download or Transfer Polycom Touch Control Log Files... 9 Downloading System Log Using the Web Interface... 9 Transferring Polycom Touch Control Logs Using the Local Interface Download or Transfer RealPresence Touch Logs Downloading RealPresence Touch Logs Using the Web Interface Transferring RealPresence Touch Logs Using the Local Interface Transfer EagleEye Director Log Files Transfer EagleEye Director II Log Files Transfer EagleEye Producer System Log Files

3 Download or Transfer RealPresence Group System Log Files Either RealPresence Group system web interface or local interface can be used to retrieve RealPresence Group system logs. Downloading System Log Using the Web Interface 1. Click Diagnostics > System > Download Logs. 2. Click Download system log. Downloaded system log package has a filename in the format of polycom_log_yyyymmddhhmmss.tgz. 3

4 Transferring System Log Using the Local Interface 1. Attach a FAT32-formatted USB device to the USB port on the RealPresence Group system. 2. In the local interface go to Settings > Administration > Security > Log Management. 3. Click Transfer System Log to USB Device. 4. Wait until the system displays a message indicating that the log transfer has completed successfully before removing the USB device. 4

5 5. The system saves a file on the USB device named according to the setting configured on the web interface under Admin Settings > Security > Log Management > Folder Name. 5

6 Notes of System Logs Settings RealPresence Group system log setting configuration is available on the web interface under Diagnostics > System > System Log Settings. Polycom urges that Log Level is configured with the default DEBUG setting. Polycom recommends that the Enable H.323 Trace and Enable SIP Trace checkboxes are left disabled unless requested by Polycom Support to change these settings. 6

7 Storing RealPresence Group System Log Files on USB Device RealPresence Group system can be set up so that logs are automatically transferred to a USB device attached to the system. Polycom recommends configuring Log Management as below to take advantage of this feature. Setting Up RealPresence Group System to Automatically Transfer Logs to USB Device 1. Attach a FAT32-formatted USB device to the USB port on the RealPresence Group system. 2. On web interface, navigate Admin Settings > Security > Log Management 3. For Percent Filled Threshold, select For Folder Name, select System Name and Timestamp. 5. For Transfer Frequency, select Auto At Threshold. 6. Click Diagnostics > System > Download Logs. 7. Click Save. Retrieving System Log Files 1. Log files stored on the USB device cannot be retrieved through the RealPresence Group systems. To retrieve log files from the USB device, attach the USB device to a PC and copy the log files from the USB device to the PC. 2. To download logs which are still stored on the system, click Diagnostics > System > Download Logs. 3. Click Download system log. 7

8 Downloaded system log package has a filename in the format of polycom_log_yyyymmddhhmmss.tgz. For additional information, consult Administrator Guide for Polycom RealPresence Group Series. 8

9 Download or Transfer Polycom Touch Control Log Files The Polycom Touch Control logs contain important status and debug information that is not included in the logs available for the RealPresence Group system Either Polycom Touch Control web interface or Polycom Touch Control interface can be used to retrieve Polycom Touch Control logs. Downloading System Log Using the Web Interface 1. Click Navigation > Download Logs. 2. Click Download Logs. Downloaded Polycom Touch Control log package has a filename in the format of venuslog_yyyymmdd_hhmmss.tgz. 9

10 Transferring Polycom Touch Control Logs Using the Local Interface 1. Attach a FAT32-formatted USB device to the USB port located on the right side of the Polycom Touch Control. 2. From the Home screen of Polycom Touch Control, touch Administration. An admin ID and password might be configured on the Polycom Touch Control Administration settings. The default admin ID is admin and the default password is Under Security, select Transfer Touch Control Logs to USB Device. 10

11 4. A popup message displays on Polycom Touch Control when the log transfer completes successfully. Transferred Polycom Touch Control log package has a filename in the format of venuslog_yyyymmdd_hhmmss.tgz. 11

12 Download or Transfer RealPresence Touch Logs The RealPresence Touch logs contain important status and debug information that is not included in the logs available for the RealPresence Group system Either RealPresence Touch web interface or RealPresence Touch interface can be used to retrieve RealPresence Touch logs. Downloading RealPresence Touch Logs Using the Web Interface 1. Click Navigation > Download Logs. 2. Click Download Logs. Downloaded RealPresence Touch log package has a filename in the format of polycom_rptouch_log_yyyymmdd_hhmmss.tgz. 12

13 Transferring RealPresence Touch Logs Using the Local Interface Follow the steps below to transfer RealPresence Touch logs to a USB storage device. 1. Attach a FAT32-formatted USB storage device to the USB port located on the side of RealPresence Touch. 2. On RealPresence Touch, do the following: a. Tap Menu. b. Tap Settings. c. Tap Administration and enter your user name and password of RealPresence Touch. 13

14 3. Tap Transfer RealPresence Touch Logs to USB Device. 4. A message displays while the logs are being transferred to the USB storage device. 14

15 5. After a success message displays, touch OK. 6. Remove the USB storage device. A log file whose name is in the format of polycom_rptouch_log_yyyymmdd_hhmmss.tgz is stored on the root of the USB storage device. 15

16 Transfer EagleEye Director Log Files The Polycom EagleEye Director logs contain important status and debug information that is not included in the logs available for the RealPresence Group system. 1. Attach a FAT32-formatted USB storage device to the back panel of the EagleEye Director. 2. Restart the EagleEye Director by following these steps: a. Unplug the 12v adaptor attached to the back of the EagleEye Director. b. Wait 5 seconds. c. Plug the 12v adaptor back into the EagleEye Director. d. Wait two minutes for the EagleEye Director to restart. 3. Remove the USB storage device. A log file whose name is in the format of eagleeyedirector_info_yyyymmddhhmmss.tar.gz is stored on the root of the USB storage device. 16

17 Transfer EagleEye Director II Log Files The Polycom EagleEye Director II logs contain important status and debug information that is not included in the logs available for the RealPresence Group system. EagleEye Director II system logs and configurations are not uploaded to the RealPresence Group system. A USB storage device must be used to download the EagleEye Director II system logs and configurations. 1. Attach a FAT32-formatted USB memory device to a PC. 2. In the root directory of the USB memory, create a folder named plcm-eed2-cmd. 3. In the plcm-eed2-cmd folder, create a subfolder named log. 4. In the log folder, create a blank file named downloadlogflg. 5. Remove the USB memory device from the PC. 6. Plug the USB memory device into the EagleEye Director II. 17

18 The front LED blinks amber and then turns solid blue. 7. Remove the USB memory device. The transferred files are located in the following locations on the USB memory device. The application logs and system information are in the file /eepout/[eagleeye_producer_serial_number]/log/folder. Configuration files are in the /eepout/[eagleeye_director_ii_serial_number]/config folder. The system s running status is recorded a file called sysstatus and is located in the /eepout/[eagleeye_director_ii_serial_number]/ folder. The system status file includes current CPU/memory usage and current running process information. 18

19 Transfer EagleEye Producer System Log Files EagleEye Producer system logs and configurations are not uploaded to the RealPresence Group system. A USB storage device must be used to download the EagleEye Producer system logs and configurations. 8. Attach a FAT32-formatted USB memory device to a PC. 9. In the root directory of the USB memory, create a folder named plcm-eep-cmd. 10. In the plcm-eep-cmd folder, create a subfolder named log. 11. In the log folder, create a blank file named downloadlogflg. 12. Remove the USB memory device from the PC. 13. Plug the USB memory device into the EagleEye Producer. The front LED blinks amber and then turns solid blue. 14. Remove the USB memory device. The transferred files are located in the following locations on the USB memory device. The application logs and system information are in the file /eepout/[eagleeye_producer_serial_number]/log/folder. Configuration files are in the /eepout/[eagleeye_producer_serial_number]/config folder. The system s running status is recorded a file called sysstatus and is located in the /eepout/[eagleeye_producer_serial_number]/ folder. The system status file includes current CPU/memory usage and current running process information. 19