A packet capture file containing a few complete calls taken on
the VQManager-listening-interface(NIC) helps the support team analyze
if the interface(NIC) properly receives the complete signaling traffic
(SIP/Cisco Skinny/H.323) and media traffic(RTP/RTCP). To create the
packet capture file and send it to the support team, please follow the
below steps.
-
In VQManager webclient, under the 'Admin' tab --> 'Proxy Settings',
please make sure that your proxy server settings are configured
correctly.
-
Under the 'Support' tab, click on 'Create the latest support
information file'.
-
Enter the details in the support form window that opens up.
-
Check the 'Add packet capture file to support log information' option.
By default, the interface which VQManager's sniffer is currently
listening to will be chosen.
- For 'Time of Capturing' choose a value from
'30 secs' to '15 mins' from the dropdown menu and for the 'Maximum of'
packets option, choose a value from '5000' and '500000' packets from
the dropdown menu.The default filter string will be "tcp || udp ||
vlan".
-
Support File Creation and sending process will take time depending on
the load on the server and the size of the log files. Please do not
close the support form window till the process is complete.
Once the support log files and packet capture are sent to our
support team, we will analyze it and report on our observations.
At any time, you can click the Feedback link in the top pane, to
send any issues or comments to the VQManager Technical Support team.
You can also send an email to vqmanager-support@manageengine.com
to let us know about your problem.
Note:
*A packet capture is sometimes needed by the VQManager
Technical team to fully troubleshoot any reported issues by replaying
and analyzing the same in the test labs. You can also generate and
attach a packet capture of your network traffic while sending the
support file. This is done by enabling the check box “Add packet
capture file to support log information” in the support file creation
form. Select the interface(NIC) you want to capture traffic from, by
default this interface is the one that the VQManager sniffer is
configured with. By default a 30 second capture(or a maximum of 5000
packets) is generated and attached. You can have a bigger capture by
selecting a longer duration of capture or limiting the capture to a
higher number of packets. The default string used for the capture is
tcp || udp || vlan and this can be changed by using similar syntax as
those used in WinPcap or Pcap captures.
|
Copyright © 2011, ZOHO Corp. All Rights Reserved.