I had to do some troubleshooting one day, and I was asked to collect logs and send them in to ShoreTel. I wasnt sure what all they wanted, so they send me these instructions. I thought this would be helpful to you who need to do the same. See these instructions below:
Collect the appropriate logs and files. Package them up and attach to the case.
Please create a folder named SR NUMBER (eg 1-41234567) and COPY (not move) the following data into it.
NOTE: All logs should reflect the date of the issue being escalated, as should call GUIDs.
NOTE: If your server is a Windows Server 2008 machine, please ensure that event logs are saved in Comma Separated Value (CSV) and/or Plain Text (TXT) format, as we cannot open EVTX files.
NOTE: This document assumes the ShoreTel application is installed to the C: drive and data is stored on the D: drive in the default directories. Your installation may differ.
1. Server SYSTEM INFO:
START / All Programs / Accessories / System Tools / System Information
File / Save (Saves as an .NFO file)
File / Export (Saves as an .TXT file)
2. Server REGISTRY DUMP:
START / Run / “regedit”
Right-click “My Computer” / Export (Saves as a .REG file)
3. Server EVENT LOGS:
For Windows Server 2003:
START / Programs / Admin Tools / Event Viewer /
Select the APPLICATION LOG, and then "Save Log File As..."
Enter application as filename.
Select the SYSTEM LOG, and then "Save Log File As..."
Enter system as filename.
For Windows Server 2008:
START / Programs / Admin Tools / Event Viewer / Windows Logs
Select the APPLICATION LOG, then "Save Log File As..."
Select CSV (Comma Separated Values) as FILE TYPE
Enter application as filename.
Select the APPLICATION LOG, then "Save Log File As..."
Select EVTX (EventX) as the FILE TYPE
Enter application as filename.
Select the SYSTEM LOG, and then "Save Log File As..."
Select CSV (Comma Separated Values) as FILE TYPE
Enter system as filename.
Select the SYSTEM LOG, and then "Save Log File As..."
Select EVTX (EventX) as the FILE TYPE
Enter application as filename.
4. Server LOGS:
All the logs for that date – pay close attention to the date embedded in the file name, and do not rely on the Windows “Date Modified” stamp. Please place these log files in a subfolder called “logs” (eg, C:\1-4123456\logs\ ) You may use the search function and find all files matching the bold string below:
*YYMMDD*.*
where YY is the year, MM is the month, and DD is the day, eg, *100823*.* would be all log files for August 23rd, 2010.
Log files are located in the following folder by default: D:\Shoreline Data\Logs
Be advised that log files are deleted automatically based the SYSTEM PARAMETERS / OTHER / Log File Storage setting in Director, so be sure to copy the files with in this timer frame. Otherwise they will be removed.
5. Call GUIDs and Examples:
Include call GUIDs, source and destination extension/number, and time and date stamp of the call. More call GUIDs are always better than fewer. Please provide as much information as possible! You may use the following template to describe the issue.
Who? Is experiencing the problem?
What? Is the exact issue?
Where? At what site (both physically and logically) is the issue occurring?
When? At what time did the issue occur in this example, and how often does it occur?
How? Exactly what process, step-by-step, results in the error?
Extra Info? Is there any extra information you are aware of that may be helpful?
Here’s an example:
Who? John Doe at extension 1234 and Jane Doe at extension 1567
What? Choppy audio on the phone call.
Where? John is at Sunnyvale, CA (HQ) and Jane is at Austin, TX (AUS)
When? The problem occurs every Wednesday between 5pm and midnight CST.
How? John at 1234 calls Jane on his ShoreTel IP560 by picking up the handset and dialing Jane’s extension. Jane answers by clicking “Answer” in the pop-up using her softphone in Communicator. Jane is speaking to John on her USB headset, and John is using the handset.
Extra Info? Jane tried using her desk phone (a ShoreTel IP230 at the Sunnyvale HQ site) to call John and experienced the same problem.
6. CDR LOGS:
Copy the appropriate LOG file from: D:\Shoreline Data\Call Record 2\
7. ShoreTel DATABASE dump:
For pre ST8, please copy the database (Shoreware.MDB):
D:\Shoreline Data\Database
For ST8, perform a MySQL database dump by opening a CMD prompt in the following directory:
C:\Program Files\Shoreline Communications\ShoreWare Server\MySQL\MySQL Server 5.0\bin
Then enter:
mysqldump.exe --add-drop-table --routines --user=root --password=shorewaredba --database shoreware>C:\\shoreware_db.sql
For ST10.1+
mysqldump.exe --add-drop-table --routines --user=root --password=shorewaredba --database shoreware>C:\\shoreware_db.sql --port=4308
These commands place the dump file in the root of the C:\ drive, named “shoreware_db.sql”.
8. CDR DATABASE dump:
For pre ST7, please copy the CDR.mdb from the following folder:
D:\Shoreline Data\Call Records 2
For ST7+, perform a MySQL database dump by opening a CMD prompt in the following directory:
C:\Program Files\Shoreline Communications\ShoreWare Server\MySQL\MySQL Server 5.0\bin
For ST7 – ST9.2, enter:
mysqldump.exe --add-drop-table --routines --user=root --password=shorewaredba --database shorewarecdr>C:\\shoreware_cdr.sql
For ST10.1+, enter:
mysqldump.exe --add-drop-table --routines --user=root --password=shorewaredba --database shorewarecdr>C:\\shoreware_cdr.sql --port=4309
These commands place the dump file in the root of the C:\ drive, named “shoreware_db.sql”.
9. EXTRA Info
Please include any additional screen shots, videos, or files that either have been requested or you feel will be helpful.
Please compress the folder you created into a ZIP file with all the above files in it. You can do this by right-clicking the folder and selecting “Send To…”, “Compressed (ZIPPED) Folder”. Make sure the name of this ZIP file is SRNUMBER.zip (eg, “1-4123456.zip”) and attach it to the SR via our web page, http://support.shoretel.com, or upload it to our FTP server at ftp://ftp2.shoretel.com .
For FTP credentials, you may use the following case-sensitive credentials:
ftp2.shoretel.com
Username: XXXXXXXXX
Password: XXXXXXXX
Please update the Service Request online when your upload or attachment is complete so a notification is generated for your Technical Support Engineer. If you require assistance with this process, please call into the TAC at 800-742-2348 and any available engineer can assist you.
