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+-- Forum: FAQs etc (/forumdisplay.php?fid=38)
+--- Forum: FAQs (/forumdisplay.php?fid=39)
+--- Thread: [FAQ] How to Get the Correct Syslog, Config.bin and Trace -- wireshark (/showthread.php?tid=15529)
[FAQ] How to Get the Correct Syslog, Config.bin and Trace -- wireshark - Yealink_Michael - 05-24-2016 05:40 PM
Dear Value Customer,
Good day.
In order to help others to do more troubleshooting, Yealink researchers need Syslog level 6, config.bin and trace that you can provide to us firstly.
Trace file including pcap file, config bin and syslog file .
We need pcap file to check the communication of phone and server side
We need syslog file to know what happened to phone side
We need config file to check if any configuration is missed
So we need three of them provide at one time.
But for some times , the issue will not occur every time , it will take some time to reproduce it , maybe one week !
Also some times , the issue happen when phone reboot !
For this kind of situation , the way to get trace file from phone web side is not possible or enough , then it is advised to use a wireshark tool to get the pcap file , for how to download the tool and use it , please refer to the attachment !
[attachment=2191]
[attachment=2192]
For the syslog, please export it to server side , before phone reboot , you can refer to the guide attached !
[attachment=2192]
For the config.bin file , please refer to the FAQ below :
http://forum.yealink.com/forum/showthread.php?tid=1319
After you collect all the three files, just send them to suport@yealink.com with the detailed description of the issue, then Yealink support team will follow up !
TKS & BR
Yealink Technical Support Team