This document covers the following list os products, part of the One-X Servers family (Avaya Aura Unified Communications) : 1X-Mobile, 1X-Portal and 1X-CES (Client Enablement Services).
Basic Information
1. What version of one-X Mobile server ?
2. Issue description ? be as much clear as possible with details (screenshot, station id, timestamping…
etc).
3. Was the EndUserWeb page tested before escalating ?
4. Is the user in the office, VPN user and on which Mobile type is he running the application?
5. Check-out if you’re running the latest Service Pack ? https://support.avaya.com/downloads/
Log files to collect :
SIP A/S Log Files specific log files are generated/saved in the following locations
• C:\USCL\ManagementServer\var
Edit "C:\USCL\ManagementServer\var\log4j.properties" to activate more debug per Tier4 demand.
• C:\USCL\ServiceDirector\var
• C:\USCL\ServiceHost\var
Application Logs :
• C:\Edge\logs\sipCCHandler\Callcontrol.*
• C:\Edge\logs\edge\edge.*
• C:\Edge\logs\HandsetServer\HS.*
• C:\Edge\logs\NotificationServer\notificationserver.*
• C:\Edge\logs\ProvMgr\ProvMgr.*
• C:\Edge\logs\weblogs\Admin\admin.*
• C:\Edge\logs\weblogs\EndUserWeb\EndUserWeb.*
All these LOG files are required for a proper escalation to Tier III with as much details as possible on the issue.
Wireshark Traces : For diagnosing SIP Messaging issues with Call Handling, Callback, and Call Log issues, run & collect Wireshark Traces : Configure Wireshark
• Choose the right interface (NIC)
• Capture Filter : tcp.port == 5060
Save the pcap log and provide it during the escalation to Tier3 as well as the scenario details within the trace.
ACM List Trace (SIP trunk)
– MST Trace
– For Diagnosing call processing : login as init for complete traces
Basic Information
1 What version of one-X Portal server ? visible from the Admin page > About.
2 Issue description (much as much details as possible, timestamps, user behavior, screenshots.. etc).
3 Check if you’re running the latest Service Pack (https://support.avaya.com/downloads/) before escalating to Tier3 or above.
4 Check-out the Troubleshooting Avaya one-X® Portal guide : https://downloads.avaya.com/css/P8/documents/100068152
Log files to collect :
SSH mode: Login as root and run the following shell script /opt/avaya/1xp/1xp_grab_logs.sh
[root@fr0567svr00916 ~]# cd /tmp
[root@fr0567svr00916 tmp]# /opt/avaya/1xp/1xp_grab_logs.sh
Copying IBM WebSphere Logs...
Copying Avaya WebLM Logs...
Copying Avaya one-X Portal Properties Files...
All desired files have been copied
Tarring and compressing the log files...
The logs have been tarred and compressed
The file containing all the logs is in this directory,
with name 1xp_logs_201202091428.tar.gz
This file now needs to be transferred to Avaya Support for analysis.
Thank you.
Collect the output file (1xp_logs_YYYYddmmttss.tar.gz) for Avaya support.
You can also grab the LOG files from the 1X-Portal Admin page (System / Logging) as a ZIP file.
Before such LOG file collection, verify to increase the debug level as needed (this needs to be discussed with the Tier3 support engineer to know which protocol or Aspect are needed to be to increase before). Check-out the 1X-Portal online help to have much more details on how to configure the logging.
One-X Portal Logging : one-X Portal provides the following types of Logging for system analysis and debugging purposes.
· General high level system logging
· Protocol level logging
· Aspect (component) level logging by user
· Non-Avaya or Internal logging
Logging provides the following types of log files:
· Trace Logs
· Error Logs
· System Logs
· Service Logs
Note : If you are an Auditor, you are denied access to this page. The system displays a WebSphere Administration rights message. Click Back to return to the previous page.
- 1X-CES (Client Enablement Services) server:
Basic Information.
1 What version of one-X CES server? Check in the Admin page > About.
2 Issue description (much as much details as possible, timestamps, user behavior, screenshots.. etc).
3 Check if you’re running the latest Service Pack (https://support.avaya.com/downloads/) ?
4 Check-out the "TroubleShooting guide 1X CES 6.1" : https://downloads.avaya.com/css/P8/documents/100148717
Log files to collect.
Web mode: Login as 1X CES Admin user to grab the LOG files from the 1X-CES Admin page (System / Logging) as a ZIP file, as shown :
You may also check the 1X-CES online help to know how to grab and configure the logging accordingly:
One-X CES Logging
Avaya one-X® Client Enablement Services provides the following types of Logging for system analysis and debugging purposes.
· General high-level system logging
· Protocol-level logging
· Aspect-level, also called component-level, logging by user
· Non-Avaya or Internal logging
Logging provides the following types of log files:
· Trace logs
· Error logs
· System logs
· Service logs
Note : If you are an Auditor, you do not have access to the Logging page. The system displays a WebSphere Administration rights message. Click Back to return to the previous page.
- Trace errors using log files
This topic lists the log files that you can use to trace errors during the troubleshooting process.
Console domain log files
• Log files in the /var/log/vsp directory/vspdata/template/onexps_template directory
Client Enablement Services domain log files
• Log files in the
• IBM log files in the /opt/vsp/log directory/opt/IBM/WebSphere/AppServer/profiles/default/logs/server1 directory
Client Enablement Services domain files that are updated during the template installation
• /opt/avaya/1xp/AcpInstallationConfig.sql
• /opt/avaya/1xp/AcpInstallationWebLM.sql
• /opt/avaya/1xp/config.properties
• /opt/avaya/1xp/installapps.py
• /opt/avaya/1xp/SIP_local_update.sql
• /opt/avaya/HandsetServer/handset_server.properties
Handset Server log files :
The Handset Server log files are located in the /opt/avaya/HandsetServer/logs directory.
• To check all logs, view the hs.log file.
• To check only the error information, view the hs_errors.log file.
• To check only the I/O logging information, view the hs_io.log file.
To view the properties for the Handset Server log files, check the log4j.properties file located in the /opt/avaya/HandsetServer directory
