Nortel Media Application Server 6.0 for AS 5300 Troubleshooting and Fault Management NN

Troubleshooting and Fault Management NN44470-700

Document status: Standard Document issue: 01.01 Document date: 26 May 2008 Product release: Release 6.0 Job function: Fault and Performance Management Type: NTP Language type: English Copyright 2008 Nortel Networks. All Rights Reserved. Sourced in Canada and the United States. Nortel, the Nortel logo and the Globemark are trademarks of Nortel Networks. All other trademarks are the property of their respective owners.

Contents New in this release 5 Features 5 Other changes 5 Introduction 6 Troubleshooting hardware 7 Troubleshooting the MAS platform 8 MAS Console Snap-in failure 9 Possible causes 9 Solutions 9 Calls rejected with reason 403 Forbidden 10 Possible causes 10 Solutions 10 Calls redirected with reason 305 Use Proxy 11 Possible causes 11 Solutions 11 MAS alarms do not appear on the System Management Console 12 Possible causes 12 Solutions 12 SNMP does not work 14 Possible causes 14 Solutions 14 An in-service MAS rejects calls 15 Possible causes 15 Solutions 15 The Nodal License Key configuration parameter is missing 17 Possible causes 17 Solutions 17 Data Synchronization in Progress alarm is raised 18 Possible causes 18 Solutions 18 Backup and Restore is not allowed 19 Solution 19

- 4 - Contents The MAS Console does not display the correct information 20 Possible causes 20 Solutions 20 The MAS fails to generate the debug archive 21 Possible causes 21 Solutions 21 Troubleshooting security issues 22 Unsupported codec when calling the MAS 23 Possible causes 23 Solutions 23 TLS connection issues 24 Possible causes 24 Solutions 24 Troubleshooting MAS applications 25 Message Waiting Indicator does not light the for new voice mail messages for a Unified Communications user 26 Possible causes 26 Solutions 26 Digit collection issues and login failure 27 Possible causes 27 Solutions 27 Calls do not automatically rollover to Unified Communications voice mail 28 Possible causes 28 Solutions 28 Alarms 29 Monitoring alarms using the MAS console 30 Resolving active alarms 32 Event logs 33 Configuring event log timestamp display 34 Monitoring event logs in the MAS Console 35 Monitoring event logs using the Microsoft Event Viewer 36 Resolving event logs 37 Debugging 38 Configuring debug options 39 Enabling debugging 40 Disabling debugging 41 Enabling advanced debug options 42 Using Log Capture for debugging 44 Collecting and viewing debug files 46

New in this release The following sections detail what is new in Nortel Media Application Server 6.0 for AS 5300 (NN44470-700). Navigation Features (page 5) Other changes (page 5) Features This release contains new troubleshooting information for the following topics. Troubleshooting hardware (page 7) Troubleshooting the MAS platform (page 8) Troubleshooting security issues (page 22) Troubleshooting MAS applications (page 25) Other changes The MAS 6.0 documentation contains reorganized content from the MAS 5.1 documentation suite.

Introduction This guide provides information about alarms, event logs, and troubleshooting procedures for the MAS platform. Prerequisites For detailed information about alarms and logs, see Nortel Media Application Server 6.0 for AS 5300 Fundamentals (NN44470-100). For detailed information about event logs that the MAS platform generates, see Alarms and Logs (NN44470-702). Navigation Troubleshooting hardware (page 7) Troubleshooting the MAS platform (page 8) Troubleshooting security issues (page 22) Troubleshooting MAS applications (page 25) Alarms (page 29) Event logs (page 33) Debugging (page 38)

Troubleshooting hardware For information about troubleshooting Application Server (AS) 5300 hardware and other AS 5300 issues, see Nortel AS 5300 Troubleshooting and Fault Management (NN42040-700). For information about troubleshooting the IBM x3550 server, see the IBM documentation at www.ibm.com.

Troubleshooting the MAS platform This chapter provides details, possible causes, and solutions for common issues and error messages on the MAS platform. Navigation MAS Console Snap-in failure (page 9) Calls rejected with reason 403 Forbidden (page 10) Calls redirected with reason 305 Use Proxy (page 11) MAS alarms do not appear on the System Management Console (page 12) SNMP does not work (page 14) An in-service MAS rejects calls (page 15) The Nodal License Key configuration parameter is missing (page 17) Data Synchronization in Progress alarm is raised (page 18) Backup and Restore is not allowed (page 19) The MAS Console does not display the correct information (page 20) The MAS fails to generate the debug archive (page 21)

- 9 - Troubleshooting the MAS platform MAS Console Snap-in failure After you open the MAS console, the MAS reports Error: "MMC could not create the snap-in. Example of a MAS Console snap-in failure Possible causes The following are possible causes for the MAS Console snap-in failure: A required reboot after a MAS installation or upgrade was not performed. A required reboot after a MAS uninstall was not performed. The file D:\Program Files\Nortel Networks MAS\bin\MMCMsrvSnapin.dll is missing or corrupt. Solutions To resolve the MAS Console snap-in failure, perform the following tasks: 1 Restart the MAS platform. For information about restarting the MAS, see Commissioning (NN44470-301). 2 If restarting the MAS does not resolve the error, uninstall and reinstall the MAS software and ensure you perform all required restarts during the installation. For information about installing and uninstalling MAS software, see Nortel Media Application Server 6.0 for AS 5300 Installation (NN44470-300).

- 10 - Troubleshooting the MAS platform Calls rejected with reason 403 Forbidden Calls to the MAS do not complete and are rejected with reason code 403 Forbidden. The MAS generates an event with the following title. Default proxy not provisioned. Reject call from 47.104.23.30 with 403. Possible causes Calls can be rejected with the 403 Forbidden reason because SIP trusted nodes are not defined and the default SIP route is not defined. Solutions To resolve the 403 Forbidden error, perform the following tasks: 1 In the MAS Console, expand Configuration > Signaling > SIP > Trusted Nodes. 2 Ensure that the proxy IP address used by the client is configured as trusted. 3 If the proxy IP is not trusted, right-click Trusted Nodes and select New SIP Trusted Node to add the proxy IP address as trusted. 4 Add the default outgoing SIP route. For more information about adding SIP Trusted Nodes and SIP routes, see Commissioning (NN44470-301).

- 11 - Troubleshooting the MAS platform Calls redirected with reason 305 Use Proxy Calls to the MAS do not complete and are redirected to the configured default outgoing proxy with reason code 305 Use Proxy. Possible causes Calls can be rejected with the 305 Use Proxy reason because SIP trusted nodes are not defined. Solutions To resolve the 305 Use Proxy error, perform the following tasks: 1 In the MAS Console, expand Configuration > Signaling > SIP > Trusted Nodes. 2 Ensure that the proxy IP address used by the client is configured as trusted. 3 If the proxy IP is not trusted, right-click Trusted Nodes and select New SIP Trusted Node to add the proxy IP address as trusted. For more information about adding SIP Trusted Nodes, see Nortel Media Application Server 6.0 for AS 5300 Commissioning (NN44470-301).

- 12 - Troubleshooting the MAS platform MAS alarms do not appear on the System Management Console SNMP traps are not posting to the monitoring system management servers. Possible causes The following are reasons why the MAS alarms do not appear in the System Management Console: Network problems SNMP Service not started on the MAS SNMP community string missmatch Solutions To resolve the alarms issue, perform the following tasks: Confirm there are no network problems 1 Verify that you can ping the Session Manager Service IP from the MAS. At a command prompt enter the command ping <Session Manager Service IP>. 2 If the ping fails, repair the network connection between the System Management Console and the MAS. Verify the SNMP Service 1 On the MAS, choose Start > Administrative Tools > Services. 2 Locate SNMP Service and ensure the SNMP Service is running. 3 If SNMP is not running, right-click SNMP, and select Start. 4 Right-click SNMP Service, and select Properties. 5 Ensure the Startup type is Automatic. 6 Click OK. For more information about the SNMP service on the MAS, see Nortel Media Application Server 6.0 for AS 5300 Commissioning (NN44470-301). Verify the SNMP community string 1 Check the community string configured in the System Management Console. The default is public. In the MCP System Management Console, expand Network Data and Mtc. Double-click SNMP Profiles. In the SNMP Profiles window, locate the Read Community String.

- 13 - Troubleshooting the MAS platform 2 Check the community string configured on the MAS. The default is public. In the MAS console, select Start > Administrative Tools > Services. Right-click SNMP Service. Select the Security tab. The community string on the MAS is in the Accepted community names area. 3 If the community strings on the MAS and in the System Management Console do not match, change one of the community strings so they do match.

- 14 - Troubleshooting the MAS platform SNMP does not work Monitoring systems cannot connect to the MAS for SNMP traps and logs, or SNMP traps and logs are not being reported. Possible causes SNMP may not work because SNMP is not properly enabled on the MAS or the SNMP Service is not running. Solutions To activate SNMP, perform the following tasks: 1 Ensure the SNMP service is enabled. For more information about enabling the SNMP service, see Nortel Media Application Server 6.0 for AS 5300 Commissioning (NN44470-301). 2 Start the SNMP Service. For more information, see Verify the SNMP Service (page 12).

- 15 - Troubleshooting the MAS platform An in-service MAS rejects calls The MAS rejects incoming SIP calls for one or more service types. Consult the MAS Log Viewer to identify attempts to start an uninstalled or unlicensed service. Possible causes The following are possible causes for the in-service MAS to reject calls. Calls to services on the MAS that are not licensed receive a SIP final response indicating that the service is unavailable. The proxy configuration is incomplete. The target service application is not installed. The MAS is in the Pending Lock State. Solutions To resolve call rejection errors, perform the following tasks: Confirm licensing 1 Confirm the number and variety of installed licenses in the Statistics window of the MAS Console. 2 Ensure that the required licenses are installed and available. 3 If you install a new license, you must restart the MAS. Confirm proxy configuration 1 In the MAS Console, expand Configuration > Signaling > SIP > Trusted Nodes. 2 Ensure all required SIP trusted nodes are configured. 3 In the MAS Console, expand Configuration> Signaling > SIP > Routes. 4 Ensure all required SIP routes are configured. For more information about SIP trusted nodes and SIP routes, see Nortel Media Application Server 6.0 for AS 5300 Commissioning (NN44470-301). Confirm application installations 1 In the MAS Console, expand Configuration > Applications > Packaged. 2 Ensure the required applications are installed. 3 If the required applications are not installed, install them. For information about installing MAS applications, see Nortel Media Application Server 6.0 for AS 5300 Installation (NN44470-300).

- 16 - Troubleshooting the MAS platform Confirm MAS lock status 1 In the MAS Console, click Control Panel. 2 In the Control Panel window, the MAS status appears. If the MAS is in a Pending Lock state, the MAS rejects new requests. 3 If the MAS is locked, right-click Control Panel. 4 Select Operations > Unlock. For more information about locking and unlocking the MAS, see Nortel Media Application Server 6.0 for AS 5300 Commissioning (NN44470-301).

- 17 - Troubleshooting the MAS platform The Nodal License Key configuration parameter is missing The Nodal License Key parameter in the MAS Console, under Configuration > Licensing, is missing. Possible causes The Nodal License Key configuration parameter may be missing because the license server was enabled. Solutions To resolve the missing parameter issues, perform the following tasks: 1 In the MAS Console, expand Configuration > Licensing. 2 In the Licensing window, double-click License Server. 3 In the License Server Properties window, ensure Disabled is selected in the Value list. 4 Click OK. 5 Right-click Licensing. 6 Select Refresh to refresh the Licensing window. 7 The Nodal License Key parameter should be visible. After you configure the Nodal License Key parameter, you must restart the MAS. For more information about licensing, see Nortel Media Application Server 6.0 for AS 5300 Commissioning (NN44470-301).

- 18 - Troubleshooting the MAS platform Data Synchronization in Progress alarm is raised The minor alarm Data Synchronization in Progress on the MAS indicates that a data synchronization audit is ongoing between two nodes. The duration of the synchronization is directly proportional to the amount of subscriber data on the system. Possible causes The synchronization occurs any time that the peers configured on the MAS establish a connection to each other. Synchronization can occur after a restart of a node or a reestablishment of a lost network connection between the peers. To view the peers configured on the MAS, expand Configuration > Clustering, and double-click Content Store Peer Master Server. Solutions Generally, no action is required. Data synchronization does not place the MAS into a state that blocks processing. If both MAS servers synchronize due to a restart, then they likely have the data required for application functionality. In general, when one machine is out of service while the other is in service, a data delta may exist that the synchronization audit addresses. If an application data request occurs on a MAS that has not received new data from its peer due to synchronization in progress, then that request fails. The alarm occurs to bring this potential issue to the attention of the administrators who control traffic on the MAS and indicates a possibility exists for a data mismatch between the nodes until the audit is completed and the alarm is cleared. Data changes received during a synchronization are reflected immediately on both nodes (as when the synchronization is not running). Synchronization can be a background audit in most cases. You can ignore synchronization, unless one machine is missing data or requires complete data integrity and known changes occurred while the peers were isolated from each other. The only potential action is to temporarily reroute calls from a newly installed MAS (known to be lacking a full data set) to another MAS until the synchronization is complete.

- 19 - Troubleshooting the MAS platform Backup and Restore is not allowed A BackupRestore error occurs when you attempt to restore an old backup file to the MAS after an MAS software upgrade. The following figures show the BackupRestore error. Example of BackupRestore error message Example of BackupRestore error in the MAS Console Solution To restore an old configuration data backup file, perform the following tasks: 1 Uninstall and reinstall the MAS software that is compatible with the backup file desired. 2 Restore the backup file with the old MAS software. 3 Upgrade the MAS to the most recent software version. The upgrade process automatically converts the data for the upgraded version. For more information about installing and uninstalling the MAS, see Nortel Media Application Server 6.0 for AS 5300 Installation (NN44470-300).

- 20 - Troubleshooting the MAS platform The MAS Console does not display the correct information If the MAS console is open and an application is installed or certain configuration changes are made, the console is not dynamically updated. The Active Sessions display is not updated dynamically. Possible causes If configuration or other changes occur, you must refresh the MAS console. Solutions The following are ways to refresh the MAS Console so that the correct information appears: Right-click a blank open area in the MAS Console, and select Refresh. Right-click the tree menu item of the window that appears and select Refresh. Select another configuration window, and then return to the original configuration window to force a refresh. Exit the MAS console, and restart the MAS Console.

- 21 - Troubleshooting the MAS platform The MAS fails to generate the debug archive If you right-click Control Panel in the MAS Console and select Create Debug Archive, the message Failed to generate Debug Archive appears. Example of GenerateDebugArchive error Possible causes The MAS fails to generate the debug archive if the MAS is not started. Solutions To generate the debug archive, you must start the MAS. For information about starting the MAS, see Commissioning (NN44470-301). After the MAS starts, you can create the debug archive.

Troubleshooting security issues This chapter provides details, possible causes, and solutions for common security-related issues and error messages. Navigation Unsupported codec when calling the MAS (page 23) TLS connection issues (page 24)

- 23 - Troubleshooting security issues Unsupported codec when calling the MAS The MAS rejects incoming calls and indicates that no supported codec is available. Possible causes If the MAS is configured for SECURITY ENFORCED mode, the MAS does not accept calls from clients that offer insecure media. Solutions If the intent is to permit the rejected calls, use the BEST EFFORT security policy. To configure the BEST EFFORT security policy, perform the following tasks: 1 In the MAS Console, expand Configuration. 2 Right-click Media Settings. 3 Select Configure Media Security. 4 In the Media Security Configuration window, select BEST EFFORT in the Security Policy list. 5 Click OK. If the security settings are not the causing the rejected calls, then the incoming session to the MAS is not offering a supported audio codec.

- 24 - Troubleshooting security issues TLS connection issues Various errors or problems can occur when TLS connections are established. Possible causes The following are possible reasons for TLS connection problems. Certificates on either side expired. Trust Anchor configuration. TLS changes require a MAS restart to take effect. All nodes in a cluster are not TLS enabled. The server IP changed. Configuration is incomplete. Restoration of a backup file contains expired certificates of improper TLS configuration settings. Solutions Many configuration items are required for proper TLS setup in a MAS cluster. See Administration and Security (NN44470-600) and ensure all settings are properly implemented. The following are some common remediations: Ensure certificates on either side have not expired. Ensure the Trust Anchor is in the Trust Store on all cluster nodes. You must restart the MAS for some changes to take effect. Ensure all required restarts were completed. Ensure all nodes in a cluster are TLS enabled for every interface. If a server changes IP addresses, new certificates may be required if "subject alt name" is used. Restoration a backup file that contains expired certificates or improper TLS configuration settings relative to the current cluster requires that you configure the TLS and security settings.

Troubleshooting MAS applications This chapter provides details, possible causes, and solutions for common issues associated with applications that you can install on the MAS platform. Navigation Message Waiting Indicator does not light the for new voice mail messages for a Unified Communications user (page 26) Digit collection issues and login failure (page 27) Calls do not automatically rollover to Unified Communications voice mail (page 28)

- 26 - Troubleshooting MAS applications Message Waiting Indicator does not light the for new voice mail messages for a Unified Communications user New messages for a Unified Communications subscriber do not cause the subscribers message waiting indicator (MWI) lamp to light, but the message is actually present and can be retrieved. Possible causes The MWI lamp may not be lit because SIP routes are not defined on the MAS. Solutions To resolve the MWI error, perform the following tasks: 1 In the MAS console, select Configuration > Signaling > SIP > Routes. 2 Check that a route back to the proxy exists for the subscriber's domain. 3 If a route back to the proxy does not exist, add the proxy to the trusted nodes list. 4 Right-click Routes. 5 Select New SIP Route. For more information about adding SIP routes, see Nortel Media Application Server 6.0 for AS 5300 Commissioning (NN44470-301).

- 27 - Troubleshooting MAS applications Digit collection issues and login failure Users cannot log on to MAS applications because of digit collection problems. Possible causes If a user connects to the MAS through a PSTN or other form of Internet gateway device, the device must be configured to translate digits to the format that the device negotiates with the MAS. Three digit-signaling formats are available: Inband DTMF tones RFC 2833 telephone events SIP INFO digits The client and the gateway devices must communicate digits according to the method that they signal to the MAS and use only that method. If necessary, SIP messaging can be collected to resolve the nature of digit communication between the client, gateways, and the MAS. In some cases, such as during conferencing, users have been known to provide feedback as digits into the conference by speaking into their microphone. For example, a user dials a number on a nearby speakerphone that is not involved in the conference. The digits are heard by the conference and the digits are carried into the conference and detected as conference controls. If users report digit collection issues, confirm the user s client type and surroundings to identify the cause of unexpected conference behaviors. Similarly, some gateways that translate inband digits into events (such as telephone-event or INFO digits) fail to completely clamp the received tones. The MAS hears these tones, which are known to trigger unexpected behavior. Solutions To resolve digit collection and logon failure problems, configure the mode of digit transport from the clients or gateways so it is appropriate for your installation. Some adjustments can be required on any digit translating gateway devices to fully clamp inband DTMF tones.

- 28 - Troubleshooting MAS applications Calls do not automatically rollover to Unified Communications voice mail Calls to a user that is not logged on or that does not pick up the call do not automatically roll over to voice mail. Calls to express messaging and message retrieval can still be completed. Possible causes Calls to Unified Communications voice mail may not directly roll over to voice mail because the VMS Host configuration on the provisioning system is incorrect. Solutions To resolve this issue in the Provisioning Client, for AS 5300, perform the following tasks: 1 In the Provisioning Client, expand Voice Mail. 2 Select List VMS Hosts. 3 Click Details beside the the VMS host used for the Unified Communications domain. 4 In the Modify Voicemail Server Host window, select the Host URL option button. 5 In the Host URL box, ensure that the following URL appears, where <your domain> is the domain of the voice mail server. sip:ucmsgrtv@<your domain>;trusted For more information about adding a voice mail server host, see Nortel Media Application Server 6.0 for AS 5300 Commissioning (NN44470-301).

Alarms The MAS platform generates an alarm when an error is detected and corrective action is required. Monitor alarms in the MAS Console to view active alarms on the MAS platform. Prerequisites For detailed information about alarms that the MAS platform generates, see Alarms and Logs (NN44470-702). Navigation Monitoring alarms using the MAS console (page 30) Resolving active alarms (page 32)

- 30 - Alarms Monitoring alarms using the MAS console Monitor alarms in the MAS console to detect errors and identify possible causes and corrective actions. Prerequisites Configure the timestamp display; see Configuring event log timestamp display (page 34). Procedure steps Step Action 1 In the MAS Console, select Alarms. 2 In the Alarms window, monitor the alarms. --End-- Procedure job aid The following fields appear in the Alarms window. Field Alarm Id Description A globally unique identifier assigned to the alarm. The color of the icon represents the alarm severity. Red indicates critical and yellow represents all other alarms. Alarm IDs are restricted to the range of 300 to 398. Name Severity Descriptive text associated with the alarm. The severity of the alarm. The severity levels available are (from most severe to least severe) as follows: Critical Major Minor Warning Timestamp The time that the alarm was raised.

- 31 - Alarms Field Type Description The type of alarm. The possible values are as follows: GENERIC ATTRCHANGE COMMALARM ENVIRONALARM EQUIPALARM INTEGRITYVIOLATION OBJCREATION OBJDELETION OPERATIONAL VIOLATION PHYSICAL VIOLATION PROCESSINGERROR QOSALARM RELATIONCHANGE SECURITYVIOLATION STATECHANGE TMEDOMAINVIOLATION Probable Cause Corrective Action A description of the probable cause of the alarm. Suggested corrective action to resolve the error.

- 32 - Alarms Resolving active alarms Use the MAS Console to resolve alarms generated on the MAS platform. Prerequisites Monitor alarms in the MAS Console; see Monitoring alarms using the MAS console (page 30). Procedure steps Step Action 1 In the MAS Console, select Alarms. 2 Select an alarm to resolve. 3 In the Probable Cause column, determine the cause of the alarm. 4 In the Corrective Action column, use the information provided to resolve the alarm. 5 Right-click Alarms. 6 Select Refresh. 7 If the alarm no longer appears in the Alarms list, the alarm was resolved successfully. 8 If the alarm remains in the list, contact Nortel technical support. --End--

Event logs Event logs provide a historical view of events that occur on the system. Event logs are delivered to all configured destinations, including the MAS Console, Syslog destinations, Simple Network Management Protocol (SNMP) destinations, and the local Microsoft Event Viewer. Monitor event logs to view the events that occur on the system. Prerequisites For detailed information about event logs that the MAS platform generates, see Alarms and Logs (NN44470-702). Navigation Configuring event log timestamp display (page 34) Monitoring event logs in the MAS Console (page 35) Monitoring event logs using the Microsoft Event Viewer (page 36) Resolving event logs (page 37)

- 34 - Event logs Configuring event log timestamp display Use this procedure to configure the timestamp display for event logs in the MAS Console. You can configure the timestamp to display local time or Coordinated Universal Time (UTC). UTC is useful to correlate logs with events in different time zones. Procedure steps Step Action 1 In the MAS Console, select Log Viewer. 2 Right-click Log Viewer. 3 To display timestamps in local time, select Use Local Time. 4 To display timestamps in UTC time, clear the Use Local Time check box. --End--

- 35 - Event logs Monitoring event logs in the MAS Console Use the MAS Console to view and manage events that occur on the system. Prerequisites Configure the timestamp display; see Configuring event log timestamp display (page 34). Procedure steps Step Action 1 In the MAS Console, select Log Viewer. 2 Right-click Log Viewer. 3 Select Refresh. 4 Event logs appear in the Log Viewer window. --End-- Procedure job aid The following fields appear in the Log Viewer window. Field Type Description Severity of the event log. The severity levels available are Error, Warning, or Informational. The color of the icon represents the log type: Red Error Yellow Warning White Informational Timestamp Id Description Source The time the event was logged. Identifier assigned to the event log. A description of the event log. The platform component that generated the log.

- 36 - Event logs Monitoring event logs using the Microsoft Event Viewer Use the Microsoft Event Viewer to view and manage event logs that occur on the system. Prerequisites You must be familiar with Microsoft Event Viewer. The Microsoft Event Viewer displays events for all programs that run on the system and displays security and system events. You must sort the list of events to view the MAS-specific events. Procedure steps Step Action 1 In Windows, click Start > Control Panel > Administrative Tools > Event Viewer. 2 In the Event Viewer, click Application. 3 In the Application window, click the Source column. The event logs are now sorted by the source of the event log. 4 Search for event logs for the MAS Console that begin with MAS in the Source column. --End--

- 37 - Event logs Resolving event logs Use the MAS Console to resolve event logs generated on the MAS platform. Prerequisites You must monitor the event logs; see Monitoring event logs in the MAS Console (page 35) or Monitoring event logs using the Microsoft Event Viewer (page 36). Procedure steps Step Action 1 In the MAS Console, select Log Viewer. 2 In the Log Viewer window, select an event log to resolve. 3 In the Id column, identify the Log Id number. 4 For detailed information about the event log and actions to take to resolve errors, see Alarms and Logs (NN44470-702). 5 If you cannot resolve an error, contact Nortel technical support. --End--

Debugging Use the tasks in this chapter to resolve errors or problems that occur in the MAS Console. Prerequisites The terms Debug and Trace are used interchangeably. Navigation Configuring debug options (page 39) Enabling debugging (page 40) Disabling debugging (page 41) Enabling advanced debug options (page 42) Using Log Capture for debugging (page 44) Collecting and viewing debug files (page 46)

- 39 - Debugging Configuring debug options Configure the debug file size and debug file history in the MAS Console. Attention: When you enable debug logs, you must closely monitor the debugging process and disable debugging as soon as you finish. If you do not disable debugging, the system continues to generate debug logs until all available hard drive space is consumed and the performance of high traffic systems is affected. Failure to disable debugging can result in serious degradation of service. Procedure steps Step Action 1 In the MAS Console, select Configuration > Logging > Debug. 2 In the Debug window, double-click Trace File Size. 3 In the Trace File Size Properties window, type the maximum size of the debug file (in bytes) before the file is closed and a new file is created in the Value box. The default value is 10 000 000 bytes. 4 Click OK. 5 Double-click Trace File History. 6 In the Trace File History Properties window, type the number of debug files to store before discarding the oldest file in the Value box. The default value is 5. 7 Click OK. --End--

- 40 - Debugging Enabling debugging Enable debugging in the MAS Console to produce debug files on the MAS platform. You can use debug files to identify and resolve a problem. Attention: When you enable debug logs, you must closely monitor the debugging process and disable debugging as soon as you finish. If you do not disable debugging, the system continues to generate debug logs until all available hard drive space is consumed and the performance of high traffic systems is affected. Failure to disable debugging can result in serious degradation of service. Prerequisites The following procedure enables debugging for the entire system. Nortel recommends that you use this method for debugging. Configure the debug files. See Configuring debug options (page 39). Procedure steps Step Action 1 In the MAS Console, select Configuration > Logging > Debug. 2 In the Debug window, double-click Debug Logging. 3 In the Debug Logging Properties window, select the Enable Tracing option button. 4 Click OK. 5 After you resolve the problem, disable debugging. --End--

- 41 - Debugging Disabling debugging Disable debugging in the MAS Console to stop producing debug files on the MAS platform. Procedure steps Step Action 1 In the MAS Console, select Configuration > Logging > Debug. 2 In the Debug window, double-click Debug Logging. 3 In the Debug Logging Properties window, clear the Enable Tracing option button. 4 Click OK. --End--

- 42 - Debugging Enabling advanced debug options Enable advanced debug options to set the level of debugging and debug errors for each component. Attention: When you enable debug logs, you must closely monitor the debugging process and disable debugging as soon as you finish. If you do not disable debugging, the system continues to generate debug logs until all available hard drive space is consumed and the performance of high traffic systems is affected. Failure to disable debugging can result in serious degradation of service. Prerequisites If you enable the advanced debug options, you can enable debugging for a specific component instead of the entire system. Nortel recommends that you enable debugging for the entire system. See Enabling debugging (page 40). For more information about the components for which you can enable advanced debugging, see Procedure job aid (page 43). Procedure steps Step Action 1 In the MAS Console, select Configuration > Advanced Settings > Debug. 2 In the Debug window, double-click Debug Settings for the component you want to debug. If you want to enable advanced debug settings for component modules, perform step 3 to step 9. If you want to enable advanced debug settings for the entire component, go to step 10. 3 In the component Debug Settings Properties window, select the Use Module Settings check box. 4 In the Use Module Settings list, select a module to enable the advance debug options. This step may not apply to all modules. 5 Click Edit. 6 In the Advanced Module Debug Settings window, select the check box for each debug level required in the Module Debug Settings area. The debug levels available are Error, Warning, and Info. 7 Click OK.

- 43 - Debugging 8 If you want to enable debug settings for another module, repeat step 4 to step 7. 9 Click OK. 10 In the component Debug Settings Properties window, select the check box for each debug level required in the Module Debug Settings area. The debug levels available are Error, Warning, and Info. 11 Click OK. 12 When debugging is complete, disable the advanced debug options you selected. --End-- Procedure job aid You can enable the advanced debug settings for the following components: ConfMP Component Debug Settings CStore Component Debug Settings IvrMP Component Debug Settings MMC Component Debug Settings Reporter Component Debug Settings SC Component Debug Settings SNMPAgent Component Debug Settings SoapServer Component Debug Settings StreamSource Component Debug Settings

- 44 - Debugging Using Log Capture for debugging Use Log Capture to troubleshoot issues on the MAS platform. Prerequisites The Log Capture utility is a command line program (LogCapture.exe) that is installed with the MAS platform. Enable the Remote Console account. For more information, see Nortel Media Application Server 6.0 for AS 5300 Administration and Security (NN44470-600). Procedure steps Step Action 1 Open a command prompt. 2 At the command line, enter the command logcapture followed by the required option. --End-- Procedure job aid The Log Capture utility has the following command line options. Command line option Description -h Display command line usage and a description of options. -t Include debug trace logs during log collection. This option is available only if you run Log Capture from the local host (127.0.0.1). -d <name> Name of the temporary working directory used by Log Capture when it captures the system state. The default directory is.\logs. -f <name> Name of the archive file that is stored in a zip file (for example, <name>.zip). The default archive file is log.zip. -i <ip> IP address of the system to collect logs from. The default is local host (127.0.0.1). This option is required only if you run Log Capture on a remote node.

- 45 - Debugging Command line option Description -u <user> The user name configured for the MAS Remote Console account. This option is required only if you run Log Capture on a remote node. -p <pass> The password configured for the MAS Remote Console account. This option is required only if you run Log Capture on a remote node. Example Log Capture commands To run Log Capture on a local node and include debug trace log files, enter the following command. logcapture -t To run log capture on a remote node and capture information from a MAS platform with the IP address 47.185.25.28, enter the following command. logcapture -i 47.185.25.28 -u <masuser> -p <maspass> The value for <masuser> is the Remote Console account user name and <maspass> is the Remote Console account password.

- 46 - Debugging Collecting and viewing debug files Collect and view MAS debug files to determine the cause of an error and to apply corrective action. Prerequisites Current debug files have the file extension.txt. Archived debug files have the file extension.bak. Debug files are created for each platform component. Procedure steps Step Action 1 Navigate to the directory D:\Program Files\Nortel\MAS\common\logs. 2 In the logs directory, double-click a debug file to view the debug information. --End-- Procedure job aid The MAS platform creates the following key trace and debug logs. File name confmpdebug.txt cstoredebug.txt ivrmpdebug.txt reporterdebug.txt scdebug.txt sipmcdebug.txt streamsourcedebug.txt Description Conference Media Processor trace logging. Content Store trace logging. IVR Media Processing trace jogging. Reporter trace logging. Multimedia Controller trace logging. SIP Multimedia Conductor trace logging. Stream Source trace logging.

Copyright 2008 Nortel Networks. All Rights Reserved. Sourced in Canada Publication: NN44470-700 Document status: Standard Document issue: 01.01 Document date: 26 May 2008 Product release: Release 6.0 Job function: Fault and Performance Management Type: NTP Language type: English Nortel, the Nortel logo and the Globemark are trademarks of Nortel Networks. Microsoft Windows Server 2003, Microsoft Event Viewer, and Microsoft Management Console are trademarks of Microsoft Corporation. All other trademarks are the property of their respective owners. To provide feedback or report a problem with this document, go to www.nortel.com/documentfeedback.