# System Diagnostics Reporting

MiVoice Business records diagnostic information about the system performance in a series of files. This diagnostic information includes xrtc, pstswlog.db, hdrwswlog.db logs, call control statistics and other information that can be used to diagnose system problems. Diagnostics information is preserved through power outages and system reboots.

The System Diagnostics form is used to collect and send system diagnostics information. The diagnostics files are collected as a tar file then compressed in gzip format. The filename given to this diagnostic information file is SD_<system name or ID>_<ISO date and time>. tar.gz. You need a file archive application such as WinZip® installed on your PC in order to open the file.

You can download this system diagnostics file to your computer, or send it via FTP, SFTP, or Email. You can program automatic Email of the diagnostics files if needed (up to 10 times).

NOTES

- Collecting the system diagnostics information after any unscheduled system reset is recommended.

- For MSL
  Mitel Standard Linux-based versions of MiVoice Business, collecting logs is a multi-step process:

- On the View Log Files page in the MSL Server Manager, select the Collect MCD logs check box.

- In MiVoice Business, run the System Diagnostics and package the log files.

- Return to the MSL Server Manager to collect the logs.

CAUTION: Depending on the amount and type of data being exported, there could be a delay of a few minutes while data is being retrieved from the system database and sent.

While the System Administration Tool is compiling and sending the information, no other users can access any of the web-based tools (5140/5240 IP Phone Online Services, Visual Voice Mail, Desktop Tool, Group Administration Tool, or System Administration Tool), access Visual Voice Mail, or save changes.

NOTE: To avoid blocking other users, we recommend that you gather system diagnostics information outside of business hours if possible.

## Obtaining System Diagnostics Information

### To FTP or SFTP the system diagnostics file

Before sending the diagnostics file, verify that your firewall allows outgoing access to the FTP or SFTP server.

1. In the System Diagnostics Reporting form ( ), click the Send via FTP radio button.

2. The following fields under 'Current External FTP Server configuration' section are read-only, and their values are specified in the 'External FTP Server' form :

3. FTP or SFTP Server Address (IPv4 or FQDN)

4. User Name

5. Password

6. Path to desired folder on FTP or SFTP server (optional)

3. Click Send System Diagnostics Report.

4. A warning window opens reminding you that this process may take a few minutes. Click OK to continue.

5. While the files are collected and sent, a status window is displayed.

6. Once the transfer is complete, a success message is displayed.

### To email the system diagnostics file

Before you can Email the system diagnostics file, your Email server and sender's Email address must be programmed in the System Options form.

The diagnostics file is sent as an attachment to an empty Email. The Email subject line reads "System Diagnostics info from <system name>".

1. In the System Diagnostics form, click the Send via Email radio button.

2. Enter the destination Email address (once you've sent the file, this information remains in the field until you change or delete it).

3. Select the Send now radio button.

4. Click Send System Diagnostics Report.

5. A warning window opens reminding you that this process may take a few minutes. Click Yes to continue.

6. While the files are collected and sent, a status window is displayed.

7. Once the transfer is complete, a success message is displayed.

NOTE: MiVoice Business always defaults the sending time zone to GMT-5. Because of this, some Email servers may display an incorrect Email arrival time.

### To download the system diagnostics file to your computer

You may need to change the security settings in Internet Explorer (IE) to allow the diagnostics file to download. If IE fails to prompt you to save/open the file or you get the message "To help protect your security, Internet Explorer blocked this site from downloading files to your computer. Click here for options" follow these instructions:

1. Click Tools > Internet Options > Security > Trusted sites > Sites.

2. Enter the IP address of the MiVoice Business system as: https://<IP Address>

3. Click Add.

4. Click Close.

5. Click Custom level... and enable the following options:

- ActiveX controls and plug-ins > Automatic prompting for ActiveX controls

- Downloads > Automatic prompting for file downloads

6. Click OK, and then OK again to save the changes.

7. Exit Internet Explorer, and then restart it.

Proceed with the download as follows:

1. Select Maintenance and Diagnostics from the navigation tree.

2. Click System Diagnostics Reporting.

3. Select the Download the files to my computer.

4. Click Send System Diagnostics Report.

5. A message displays informing you that the report may take a few minutes to generate. Click OK to continue.

6. When the report is ready, click Save (do not click Open) to download the file.

7. Open the tar.gz file or navigate to the folder it was saved in (your Downloads folder by default).

NOTE: If you want to save the file with a different filename, ensure that the file extension remains .tar.gz. Also ensure that the folder that you will save the file to is configured to display file extensions. On your PC, open the destination folder. Click Tools, click Folder Options, click View and then clear the "Hide extensions for known file types" box.

## Scheduling the Collection and Emailing of System Diagnostics Information

You can program the system to automatically email the diagnostics information file, up to a maximum of ten times.

Before you can Email the system diagnostics file, your Email server and sender's Email address must be programmed in the System Options form.

The diagnostics file is sent as an attachment to an empty Email. The Email subject line reads "System Diagnostics info from <system name>".

1. Select the Send via Email radio button.

2. Enter the destination Email address (once you've sent the file, this information remains in the field until you change or delete it).

3. Select the Send once every radio button.

4. To verify what the current schedule is, click View Current Schedule.

5. if there is an active schedule, an information window is displayed showing how many more times an Email will be sent. To clear the schedule, click OK. To keep the schedule as is, click Cancel.

6. if there is no current schedule, or if the latest programmed schedule has run its course, an error message is displayed.

5. Enter how often you want to send the file (maximum is every 7 days).

6. Enter how many times you want to send the file (maximum is 10 times).

7. Click Send System Diagnostics Report.

8. A warning is displayed reminding you that the new schedule will replace any existing schedule. Click OK to continue, or Cancel to cancel the new schedule.

9. A success window is displayed. An Email will be sent every day at midnight for the specified number of times.

NOTES

- When system software is installed or upgraded, the active schedule is automatically cleared.

- MiVoice Business always defaults the sending time zone to GMT-5. Because of this, some Email servers may display an incorrect Email arrival time.

## Collecting SASTATS Data

### To enable SASTATS collection

1. Enter DEBUG ENABLE SASTATS in the Maintenance Commands form.

2. Reboot To reboot the system, press the Reset button on the Controller. the system.

3. Collect and send the system diagnostics information (see steps above).

### To disable SASTATS collection

1. Enter DEBUG DISABLE SASTATS in the Maintenance Commands form.

2. Reboot To reboot the system, press the Reset button on the Controller. the system.