# Problem Reporting
(Ex Controller)

## Overview

When you contact the Mitel support to report a problem, you would be requested to provide certain diagnostics data and the snapshot of the EX controller configuration. You must back up the EX Controller Web GUI configuration and share the snapshot of the configuration along with the requested diagnostics data to the Mitel support.

Before generating the diagnostics data, you must create the diagnostic user access control so that when you back up the configuration details, the password details are not revealed.

For more information, see https://documentation.media5corp.com/display/DGWLATEST/ISDN+Troubleshooting.

## Creating Diagnostic User Access Control

1. Log on to the EX Controller Web GUI.

2. From the Management tab, click Access Control.
   The Access Control page is displayed.

3. Click Add .

4. Enter the following details to create a new user:

- In the User Name field, type a user name. For example, Diagnostic.

- In the Password field, type a password

5. From the Access Rights drop-down menu, select User.

6. Click Submit.

## Backing Up Your Configuration

1. Log on to the EX Controller Web GUI as Diagnostic user.

2. From the Management tab, click Backup/Restore.
   The Image Configuration page is displayed.

3. In the File Name field, type a name for your backup file.

NOTE: The file name is case sensitive.

4. From the Transfer Protocol selection list, select File.

5. Under Backup Parameters, in the Content selection list, choose the elements you wish to include in the backup.

6. (Optional) Update the Privacy Parameters.

N OTE: We recommend the use of privacy algorithm (encryption) to protect certificates and passwords.

4. Click Apply and Backup Now.

After you back up the configuration information, package the back up file along with the requested diagnostics data, and send to Mitel Support.

Related Topics

- About the EX Controller

- Configuring an EX Controller