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Acquiring trace log with Unified CM



This document describes how to retrieve trace logs in applications that use Voice Appliance OS, such as Cisco Unified Communications Manager, Cisco Unity Connection, and Cisco Unified Presence.How to change the debug level (log output level) of the trace log in each application is also described.

Core Issue:


There is a need to provide detailed information on how to retrieve trace logs in applications that use Voice Appliance OS.



Log retrieval methods


There are two methods of retrieving logs.


1. Uploading logs to the SFTP server from SSH or the console using Platform CLI

2. Downloading logs using RTMT


Retrieving logs using Platform CLI


In this procedure, an SFTP server such as OpenSSH is necessary as the log file upload destination.


Run the file get command.


Example: Retrieving all the SDI traces of Cisco CallManager Service located in the Active Partition

admin> file get activelog cm/trace/ccm/sdi/


Access Platform CLI from SSH or the console.Use the Platform Admin account.


admin:file get activelog cm/trace/ccm/sdi

Please wait while the system is gathering files info ...done.

Sub-directories were not traversed.

Number of files affected: 376

Total size in Bytes: 83746635

Total size in Kbytes: 81783.82

Would you like to proceed [y/n]? y

SFTP server IP: # SFTP server address

SFTP server port [22]:

User ID: admin # Account configured in the SFTP server

Password: ***** # Password configured in the SFTP server


Download directory: / # File upload destination on the SFTP server


When there are many files or the file size is large and you want to decrease the upload size, you can use the realtime or abstime option to limit the log retrieval period.


Example: Retrieving logs from January 5, 2013, 10:00 a.m. through January 10, 2013, 10:00 a.m. using the abstime option.


admin:file get activelog cm/trace/ccm/sdi abstime 10:00:01/05/13 10:00:01/10/13


To display the file list of each path, use the file list command.


admin:file list activelog cm/trace/ccm/sdi

ccm00000001.txt.gz                                     ccm00000002.txt.gz

ccm00000003.txt.gz                                     ccm00000004.txt.gz

ccm00000005.txt.gz                                     ccm00000006.txt.gz

ccm00000007.txt.gz                                     ccm00000008.txt.gz

ccm00000009.txt.gz                                     ccm00000010.txt.gz

ccm00000011.txt.gz                                     ccm00000012.txt.gz

ccm00000013.txt.gz                                     ccm00000014.txt.gz

ccm00000015.txt.gz                                     ccm00000016.txt.gz

ccm00000017.txt.gz                                     ccm00000018.txt.gz

ccm00000019.txt.gz                                     ccm00000020.txt.gz


For other commands and options, refer to the online documents.


Downloading logs using RTMT


For this procedure, the RTMT client must be installed on Windows OS or Linux OS in advance.


RTMT installation procedure


Log into Administration GUI of Unified CM and select Application > Plugins from the menu



Execute Find and select Download for Cisco Unified Real-Time Monitoring Tool - Windows (or Linux).




Run the installer




Log retrieval procedure in RTMT

When the RTMT installation is complete, connect to the Unified CM server and log in with an account with Application Administrator privilege.





To retrieve logs in RTMT, go to Trace & Log Central in the System pain.




For normal log retrieval use Collect Files.




After the wizard is launched, select a log file to retrieve.In the screen below, the Cisco CallManager service log is selected.




Press Next to proceed to the next screen.The next screen is also for selecting logs to retrieve.




After selecting logs, press Next to proceed to the next screen.Specify the log retrieval period in Collection Time.

Note that it is recommended to change the Select Reference Server Time Zone value to the server rather than Client (RTMT client time) if Absolute Range (period specification) is selected.


As for Download File Options, server load will increase if the Zip Files option is selected. If you want to retrieve a large volume of logs, retrieve logs when the server load is relatively low.




Press Finish to start log collection.Progress is displayed in RTMT.





If log retrieval from RTMT fails for some reason and you want to know the corresponding path on Platform CLI, refer to the following document.



Changing trace levels


Trace levels are for changing the level of debug outputs, and are set for each application. The trace level may need to be changed from its default value depending on the problem analysis.Here we describe how to change the trace level for Unified CM on the Serviceability GUI screen.


Log into Serviceability GUI and select Trace > Configuration from the menu.




Select the server on which you want to change the settings, and press Go.To change the trace level for services on all servers, select a server, any server.


Select a service group and press Go.To select a service related to call processing, select CM Services.

Select the service for which you want to change the trace level, and then press Go.In the screen below, Cisco CallManager is selected.




A screen for changing the trace level is displayed.Items that can be configured vary depending on the service.Debug Trace Level is the trace level.

The following is the screen for setting the trace level of Cisco CallManager.




To configure the same setting for all other servers, check Apply to All Nodes and run Save.


Related Information

Original Document: Cisco Support Community Japan DOC-29283

Author: Okuya Igarashi

Posted on January 14, 2013

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Last update:
‎08-29-2017 02:26 PM
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