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How to collect logs from different devices and clients?

Priyam Acharya
Cisco Employee
Cisco Employee

‎10-28-2020 06:17 AM - edited ‎06-20-2024 10:56 PM

HAR files from browser:
To generate the HAR file for Chrome and Microsoft Edge (Chromium based):

  1. Open Google Chrome and go to the page on which you are experiencing the issue.
  2. From Chrome Picture 1.png menu bar select More tools > Developer Tools.
  3. From the opened panel, select the Network tab.
  4. Look for a round record Picture 2.pngbutton in the upper left corner of the tab, and make sure it's red. If it is grey, click on it to start the Network recording log (Ctrl+E).
  5. Check the Preserve log box.
  6. Click the Clear Picture 3.pngbutton to clear out any existing logs from the Network tab.
  7. Reproduce the issue that you were experiencing, under the Name column right-click on any network request within the grid, select Save all as HAR with Content.
  8. Select Desktop, then click the Save button.

To generate the HAR file for Firefox:

  1. Open Firefox and go to the page on which you are experiencing the issue.
  2. Select the Firefox Picture 5.pngmenu at the top-right of your browser window, then select Web Developer > Network.
  3. The Developer Network Tools opens as a panel at the side or bottom of Firefox. Click the Network tab.
  4. Reproduce the activity that was causing the issue in the browser, then right-click anywhere within the grid of network requests, select Save All As HAR.
  5. Select Desktop, then click the Save button.

To generate the HAR file for Internet Explorer and Microsoft Edge (Non-Chromium based):

  1. Open Internet Explorer and go to the page which has the issue.
  2. Press F12 on your keyboard.
  3. The Developer Network Tools opens as a panel at the side or bottom of Firefox. Click the Network tab.
  4. Reproduce the activity that was causing the issue before, while the network requests are being recorded.
  5. Once you have reproduced the issue, click the Export as HAR (Ctrl+S) Picture 6.pngbutton.
  6. Give the file a name, select Desktop for the saving location, and then click the Save button.

To generate the HAR file for Safari:

  1. Click on the Develop drop-down menu, and then select Show Web Inspector.
    • If you don’t see the Develop drop-down menu in the menu bar, choose Safari > Preferences, click Advanced, then select Show Develop menu in menu bar.
  2. Click the Network tab and reproduce the activity that is causing issues.
  3. Click the download Web Archive Picture 7.png icon, and then save the web archive file to your desktop

 

Webex Application :

IOS :

  • Replicate the issue
  • Click on Profile image on the left top corner
  • Click on Report an Issue
  • Select product area as Calling
  • Select relevant issue
  • Click on Profile image on the left top corner again
  • Select Settings > Calling
  • Export Calling Environment data

Android :

  • Click on the Profile Pic on top left corner
  • Replicate the issue
  • Click on Profile image on the left top corner
  • Click on Report an Issue
  • Select product area as Calling
  • Select relevant issue
  • Click on Profile image on the left top corner again
  • Select Settings > Calling
  • Export Calling Environment data

MAC:

  • Replicate the issue
  • Go to help
  • Click on Report an Issue
  • Select product area as Calling
  • Select relevant issue
  • Keep a note of the feedback ID along with the user ID which was logged in to the Teams
  • Go to Help again > Export Calling Environment Data
  • Save and attach the file on the case

Windows:

  • Replicate the issue
  • Click on the Profile Pic on top left corner
  • Go to Help
  • Click on Report an Issue
  • Select product area as Calling
  • Select relevant issue
  • Keep a note of the feedback ID along with the user ID which was logged in to the Teams
  • Go to Help again > Export Calling Environment Data
  • Save and attach the file on the case

Collect PRT from MPP Phone:

If the Cisco device is registered to Webex Calling, you can generate and send the PRT to us from the device directly. However, make sure to enable the level of logging on the device to DEBUGGING, then recreate the issue and collect logs.
Follow the link below on how to change the level of logging on Device in Control Hub:
https://community.cisco.com/t5/webex-user-knowledge-base/enable-detailed-level-logging-on-cisco-mpp-phones/ta-p/4999281

To create and upload the PRT, on the MPP phone which the PRT is needed from:

  1. select the 'cog'/Gear or Settings button
  2. select 'status' (entry 9)
  3. select 'Report problem' (entry 4)
  4. Check date and time, and select a relevant 'Problem description'
  5. Select 'Submit'

If the Phone isn't registered yet, follow the steps below:

STEP 1 – Generate Report

Picture 1.png
 

STEP 2 – Turn On Web Portal
Follow these steps to activate the web portal of the phone.

  1. Press the Applications Key .
  2. Select Network configuration > Web server.
  3. Select On and press Set.

STEP 3 – Download PRT from Phone
Follow these steps to download the PRT file from the phone.

1.   Press Applications Key
2.   Select Status, and Network status.

Picture 2.png

3.   Select Ipv4 status.          

Picture 3.png

4.   Using a Web Browser, navigate to the Phone’s Web Portal
URL:  https://<Ipv4_Address>/      

Picture 4.png

5.   Download the PRT File
Click the “Debug Info” tab, and click the “PRT File” URL.

Picture 5.png

 

Local Gateway/CUBE :

Packet captures and debugs from CUBE:

  1. Configure and enable debugs:

conf t
no logging mon 

logging buffer 2000000
exit

debug ccsip messages
debug voip ccapi inout

For FAX related issues:

conf t
no logging mon 

logging buffer 2000000
exit

debug ccsip messages
debug voip ccapi inout
debug fax relay t30 all-level-1
debug voip rtp session named-event 
debug vpm signalling 
debug voip vtsp all 

  1. Enable PCAP on CUBE:
    a) Select the both interface(s) for capture pointing to webex calling and PSTN eg: 

               monitor capture CAP1 interface Gi0/0/1 both
               monitor capture CAP2 interface Gi0/0/2 both
         b) Associate a following filter: 

                monitor capture CAP1 match ipv4 any any
                monitor capture CAP2 match ipv4 any any
         c) Start pcap:

                 monitor capture CAP1 Start
                 monitor capture CAP2 Start

  1. Reproduce the issue. Please indicate calling and called party, as well as timestamp of the call

  2. Stop debugs
             undebug all

  3. Stop pcap and export them
    a) stop pcap:
    monitor capture CAP1 stop
    monitor capture CAP2 stop

        b) export collected pcap to any FTP server:
          monitor capture CAP1 export ftp://IPAddress/CAP1.pcap
          monitor capture CAP2 export ftp://IPAddress/CAP2.pcap

  1. Print debugs:
        term len 0
        show log

  2. Copy the output from CUBE (it can have many lines) - to the text file and share this file on TAC case

  3. Share exported pcap file on TAC Case              

 

WebEx Calling CH/CAP/CUP template to fill while opening case with TAC:

1. The customer information:
Partner Org ID :
Customer Org ID :
2. Region ( Beta, BC, EU, AU, US, Japan ) : 
3. Location. Name/ID from the CAP portal:
4. Site information from Control Hub:
5. CUP -users name  (If applicable):
6. The ATLAS tracking ID  or error message (If applicable)
7. Subsciption ID ( (If applicable):
 ( If the issue is related to orders being place  For WebEx Calling)  
8. Order IDs ( If applicable to order issues ) :
9. CDR issues ( The dates that are missing and the Party ID for the SP) (If applicable):
10. Device issue: What is the MAC address/Phone number/Device type - for the device (If applicable)
    To and from TN’s and a timestamp for the occurrence
11. Email issues ( email having the issue, Time and Date) (If applicable):
12. Har files (Please record the sessions when reproducing the issue)
13. Description of Issue ( detailed , screenshots will help):
14. Reproduction Steps :

 

Useful Links to check before opening TAC case

Webex Calling (powered by BroadCloud) guides:

https://callinghelp.webex.com/

PHD page 
https://callinghelp.webex.com/PHD/

Webex Calling new features and Webinars:

https://callinghelp.webex.com/continuous-education/

How To Reach CPS for CCW/licensing issues
https://apps.cisco.com/Commerce/home

Firewall

https://callinghelp.cisco.com/firewall-requirements/

Port Reference Information for Cisco Webex Calling

https://help.webex.com/en-us/b2exve/Port-Reference-Information-for-Cisco-Webex-Calling

How Do I Clear the Cache for Cisco Webex Teams?
https://help.webex.com/en-us/WBX000023766/How-Do-I-Clear-the-Cache-for-Cisco-Webex-Teams

Cisco Webex network Test - 
https://mediatest.webex.com/#/main

Control Hub – Calling Permissions - 
https://callinghelp.webex.com/calling-admin-portal-calling-permissions/

Administrators -
https://callinghelp.webex.com/calling-admin-portal-main/

Community page 
https://community.cisco.com/t5/webex-calling/bd-p/disc-webex-calling

Supported Devices in Webex Calling

https://help.webex.com/en-us/qkwt4j/Supported-Devices-for-Webex-Calling

Configuration Guide for Cisco Webex Calling Overview 
https://help.webex.com/en-us/32gfts/Webex-Calling-Configuration-Workflow#id_101870

Cisco Webex Calling Data Sheet 
https://www.cisco.com/c/en/us/products/collateral/unified-communications/webex-calling/datasheet-c78-742056.html

Cisco IP Phone 6800/7800/8800 Series with Multiplatform (MPP) Firmware
 https://upgrade.cisco.com/MPP_upgrade

https://www.cisco.com/c/en/us/products/collateral/collaboration-endpoints/unified-ip-phone-7800-series/guide-c07-742786.html#UCMbasedmigrationmethodEnterprisetoMPP
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