How to collect syslog and debug info from RT Phones 9971/9951 ?

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Jun 9, 2011 11:44 PM
Jun 9th, 2011

Introduction


This document explains how to SSH into 9971/9951/8961 model phones to set and capture syslogs and other debug information required for your troubleshooting.

1. Prerequisites

1. Access to the Cisco Unified Communications Manager where IP Phones 9971/9951 are connected.

2. Ability to ping the phone being tested.

3. A laptop/PC to run an SSH client on (You use PuTTY)

Procedure

Step 1: Configure SSH access to the phone on the CUCM

Step 2: Install PuTTY on your PC/laptop

Step 3: SSH to the phone using PuTTY

Step 4: Capture the requested syslog/debug information

Detailed explanation:

Step 1: Configure SSH access to the phone on the CUCM.

(1) You will need login access to the CUCM

(2) Go to the Phone’s Phone Configuration page on Cisco Unified Administration Page and locate the “Secure Shell

Information” box:

(3) Enter a User name and Password. We will use this User/Password

when we SSH to the phone via PuTTY, so remember these values.

(4) Click Save and then Apply Config.

syslog-1.bmp

Step 2: Install PuTTY on your PC/laptop.

Install SSH client in your PC/laptop. PuTTY is a popular free tool used by many engineers.

Rest of these examples are based on PuTTY.

Step 3: SSH to the phone using PuTTY.

We will now SSH into the phone. Overview of steps:

  • Get the IP address of the phone

  • Ping the phone from your PC/laptop to ensure network connectivity

  • Use PuTTY to SSH to the phone

Configure the Putty for Session logging & log file name

syslog-2.bmp

  • Enter the phone’s IP address on the session and make sure Port = 22, and make sure the Connection type = SSH.

Wait, accept security alert, and then enter user/password. Finally a login screen will be shown.

  • Enter the SSH Username/Password that you configured on the CUCM in the Step 1.

syslog3.bmp

Note: The username and password needed for second login is as follows for firmware versions 9.3(2) and earlier.

username: default

password: cisco

For firmware versions 9.3(4) and later use the following login credentials.

username: debug

password: debug

Step 4: Capture the required syslog/debug information.

You now have “console” access to the IP Phone say 9971/9951/8961 and can log syslogs and collect the debug outputs.

Note:

As ssh is disabled by default dont forget:

If you set the same parameter in the Common Phone Profile window (Device > Device Settings > Common Phone Profile) too, the precedence order of the settings is:

1. Phone Configuration window settings

2. Common Phone Profile window settings

Configuration to capture Debug output and Syslogs

2.

1. Caputure the Debug information

Enter the “debugsh” shell to turn on the debugs. Do that by entering

# “/usr/sbin/debugsh”

debug sip-adapter ccapp sip-state sip-messages sip-reg-state gsm lsm fsm ccapp remote-cc

debug jvm Config debug

debug jvm SESSIONMANAGER debug

debug jvm Properties debug

debug jvm callhist debug

And capture the traces during the problem scenario.

syslog -4.bmp

2. Type ‘q’ or “quit” to exit debugsh

3. Now turn on the Syslogs by

# “/usr/sbin/sdump &”

Now you can see the syslogs start to flow

syslog-5.bmp

4. To stop the syslogs being displayed you can type

# pkill sdump

5. To Rerun to start the syslog again type

# /usr/sbin/sdump

Related Information

Average Rating: 5 (3 ratings)

Comments

mkizilca Fri, 12/21/2012 - 05:58

As ssh is disabled by default dont forget:

If you set the same parameter in the Common Phone Profile window (Device > Device Settings > Common Phone Profile) too, the precedence order of the settings is:

1. Phone Configuration window settings

2. Common Phone Profile window settings

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