Sangoma Technical Support

EMAIL SUPPORT

Email: techdesk@sangoma.com

We will do our best to assist you, but the more information we get about your project, the quicker we can assess your situation.

Here is a list of information that will be helpful to us:

1. What are you trying to do (asterisk/routing/API programming etc..).
2. Your Operating System / Kernel Version Which Sangoma hardware are you running (A101/2/4/4D, A204/4D, S5xx).
3. Send us the following additional information (based on your usage)

• T1/E1 (A101/2/4/8)
• Analog (A200/A400/B600/B700)
• BRI (A500/B700)
• NBE Gateway (A101/2/4/8/A200)

Also please refer to our "Wanpipe Asterisk Debugging" section for help with trouble shooting.

T1/E1 (A101/2/4/8)

Please send the following information.

-the output from "wanrouter version"
-the output from "wanrouter restart" (asterisk needs to be turned off for this so it may need to be done after hours)
-the output from "ifconfig", (re run a couple of times with a second or so delay in between each run)
-the output from "cat /proc/interrupts" (re run a couple of times with a second or so delay in between each run)
-the output from "wanpipemon -i wXg1 -c Ta" (where X is the interface number 1,2,3,etc) for each interface
-the output from "wanrouter hwprobe verbose"
-the output from “wanrouter status”

-the file(s) /etc/wanpipe/wanpipeX.conf (where X is the wanpipe number)
-the file /etc/zaptel.conf  (Zaptel/Asterisk ONLY)
-the file(s) /etc/asterisk/zapata*.conf (Zaptel/Asterisk ONLY)
-the file /etc/dahdi/system.conf  (Dahdi/Asterisk ONLY)
-the file(s) /etc/asterisk/chan_dahdi.conf (Dahdi/Asterisk ONLY)
-the file /var/log/messages (the entire file containing a wanrouter restart)

Analog (A200/A400/B600/B700)

Please send the following information.

-the output from "wanrouter version"
-the output from "wanrouter restart" (asterisk needs to be turned off for this so it may need to be done after hours)
-the file /var/log/messages (the entire file containing a wanrouter restart)
-the output from "wanrouter hwprobe verbose"
-the output from “wanrouter status”
-the file(s) /etc/wanpipe/wanpipeX.conf (where X is the wanpipe number)
-the file /etc/zaptel.conf  (Zaptel/Asterisk ONLY)
-the file(s) /etc/asterisk/zapata*.conf  (Zaptel/Asterisk ONLY)
-the file /etc/dahdi/system.conf  (Dahdi/Asterisk ONLY)
-the file(s) /etc/asterisk/chan_dahdi.conf (Dahdi/Asterisk ONLY)
-the output from "ifconfig", (re run a couple of times with a second or so delay in between each run)
-the output from "cat /proc/interrupts" (re run a couple of times with a second or so delay in between each run)
-the output from "wanpipemon -i wXg1 -c astats -m Y" (where X is the interface number and Y is number of the module 1,2,3,etc) for each channel

BRI (A500/B700)

Please send the following information.

-the output from "wanrouter version"
-the output from "wanrouter restart" (asterisk needs to be turned off for this so it may need to be done after hours)
-the output from "smg_ctrl restart"
-the file /var/log/messages (the entire file containing a wanrouter restart)
-the file /var/log/sangoma_mgd.log
-the file /var/log/sangoma_bri.log
-the output from "wanrouter hwprobe verbose"
-the output from “wanrouter status”
-the output from “ps fax | grep sangoma”
-the file(s) /etc/wanpipe/wanpipeX.conf
-the file /etc/wanpipe/smg_bri.conf
-the file(s) /etc/asterisk/woomera.conf
-the output from "  asterisk -rx "woomera default version"  "
-the output from "ifconfig", (re run a couple of times with a second or so delay in between each run)
-the output from "cat /proc/interrupts" (re run a couple of times with a second or so delay in between each run

NBE Gateway (A101/2/4/8/A200)

Follow the steps below to get the NBE gateway log files. 

First go to "\Program Files\Netborder\Express\Gateway\config" and edit your "gw.properties" in that directory. In there uncomment "netborder.run.mode=development" and comment "netborder.run.mode=production" out. So the lines will then look like the following:

        netborder.run.mode=development
        #netborder.run.mode=production

*NOTE: The run mode should be put back to "production" mode once debugging is complete.

Then restart NBE using the steps at http://wiki.sangoma.com/NBE-debugging#nbe_restarting. After the gateway is restart reproduce the issue and then send me everything below.

Then click start>All Programs > Netborder Express Gateway >Event Viewer. Then once in the event viewer right click on the Application log and then click "Save Log File As..." and save this as "Application" and the type as "Event Log(*.evt). Repeat the same process for the Security and System logs. Then send all of these log files plus the driver log file located at "\WINDOWS\system32\drivers\wanpipelog.txt" and your entire \Program Files\Netborder\Express\Gateway\logs and \Program Files\Netborder\Express\Gateway\config directories.