Author: Tushar Pathak, with assistance from Shea Caperoon
Log collection
When opening a support issue it’s critical that we have the right information to fully investigate the issue. Support engineers often get asked by customers what data would be most useful to provide in order to have the case move forward as efficiently as possible. Having this data in first instance speeds up the resolution and avoids going back in circles.
Please refer to following chart for log collection based on the issue. When possible please submit these logs to the support engineer who is assigned to the case.
SfB Client side |
|
User unable to join a SFB meeting (intra & inter
|
Client Logs + meeting url + Time of the issue |
User is unable to sign in |
Client Logs + packet capture |
SFB client is crashing or hanging |
Client Logs + eventviewer logs + Time of
|
SFB is not connecting to Exchange error |
Client Logs + SfB Configuration Info |
Client is not saving conversation history |
Client Logs + SfB Configuration Info |
IM and Presence related issues |
Client Logs + Sip address + Time of
|
A/V or App sharing failing w/ network issues |
Client Logs + Network Capture + Time of
|
Meeting Schedule Delegation issues |
Client Logs + SfB Config Info |
Mobility issues (sign-in, meeting join, AV
|
Go to settings -->Logging --> Ensure logging is
|
PSTN Calling / Conf issues |
Meeting ID/caller-Calle number + timestamp
|
Procedures:
SFB Configuration Information ...
Network
Troubleshooting network related
For eg. ICE issues, TLS/TCP handshake issues, Audio quality issues, etc Related tools for capturing network packets 1st option, full Netmon https://www.microsoft.com/en-in/download/details.aspx?id=4865 ...
2nd option
Netmon Oneclick (no install required) https://www.microsoft.com/en-us/download/details.aspx?id=6537&751be11f...
3rd option
Built in to Windows, just run the following cmdlets in cmd with elevated rights netsh trace start capture=yes scenario=internetclient Reproduce the issue netsh trace stop
netsh trace start scenario=netconnection capture=yes
Reproduce the issue Netsh trace stop https://blogs.msdn.microsoft.com/canberrapfe/2012/03/30/capture-a-netw...
4th option
https://www.microsoft.com/en-in/download/details.aspx?id=44226
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