Plan requirement
| Subscription | UC-Essential or higher |
| Access | WMS administrator |
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
- In WMS, go to Settings > Tools and utilities > Generate trace. If you work from Collaboration, you get there through the arrow beside your name and Manage PBX.
- Click Start.
- Now reproduce the problem, so it happens while the trace is running.
- Click Stop. A file is produced.
What you get is a .pcap file named after the date and time it started, which is how you tell one attempt from another when you have made several.
A long trace becomes several files. Each one stops at 50 MB and a new one starts automatically. On a busy system that happens quickly, so if you traced for twenty minutes, check whether there is more than one file before sending only the first. The one you want is the one covering the minute the fault happened.
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.
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