Download a trace file

When we ask for a trace, this is how you capture one: start it, reproduce the problem, stop, and send us the file.

When we ask for a trace, this is how you capture one: start it, reproduce the problem, stop, and send us the file.

What a trace is for

A trace records what the system did during a problem. We ask for one when the symptom is real but invisible from our side, and it usually turns a long conversation into a short answer.

Capturing one

1. In Collaboration, open the arrow next to your name and choose Manage PBX.
2. Open the gear icon and go to Tools and Utilities.
3. Choose Generate Trace.
4. Now reproduce the problem, so it happens while the trace is running.
5. Press Stop. A file downloads.

The step people skip

Step four is the whole point. A trace started and stopped without the fault happening in between records a working system, which tells us nothing.

If the problem is a call that drops, make that call. If it is intermittent, run the trace over a period where it is likely.

Sending it to us

Attach it to the ticket you already have open. If there is no ticket yet, open a ticket and attach it there, with a note of the time the problem happened.

That timestamp matters more than it sounds: it lets us go straight to the right moment in the file.

If you cannot get in

You need access to the PBX to do this. open a ticket and we will arrange the rights.

See also

• What can I do in WMS myself?
• Calls drop after 15 to 40 seconds