Contacting ABP for Support:

• 4 things are always needed as attachments (NOT pasted into the case or an email)
  
  
  1. How the product is set up:
     Sometimes this is a text file you can grab from the device, sometimes you have to save the configuration web page.
     
     • Snom - Settings Page
     • Audiocodes - INI File you download from the gateway
     • Linksys - Save the Admin | Advanced Pages as "Web Complete" as described in an FAQ at www.sipura.com
     Something so that we can see how the product is configured.
  2. Logs:
     Most devices have some sort of "syslog/debug/error/action/message log" as well as a log level.
     
     • Snom - SIP Trace, Log, and System Information Pages
     • Audiocodes - Output of the "Message Log" page or syslog output with Debug Level = 5
     • Linksys - Output of the syslog and debug as described in an FAQ at www.sipura.com
     Make the log level as high as possible and capture this information of your problem happening.
  3. Packet Traces:
     An ethereal trace of the failure in #2.
     
     • I use a "Netgear DS104/DS108 HUB to do this with www.ethereal.com.
       
       • A real ethernet hub will take whatever packets it receives on any one of its ports and broadcast those packets to all the other ports on that hub.
         
       • With ethereal, you can capture these packets.
         
       • An ethernet switch will not broadcast these packets so the sniffer only sees what is bought for that switch port, not it's neighbors.
         
     • You can also use tcpdump on a Linux machine:
       # tcpdump -s0 -n -w trace01.pcap
       This will leave a file containing all the packets captured by the Linux box. You can then grab this file off the linux box, pull it to your windows box and view it with Ethereal.
       Type <crtl-c> to stop the dump.
       man tcpdump for more options as well.
       
  4. Explanation of Problem:
     
     • High-level setup
       
     • What you want to happen
       
     • What is currently happening
• If you do not already have one pending, open a Support Request with only #4 in the description. You will receive an automatic email reply from doing this.
  Reply to that email with #1, #2, #3 attached.