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Troubleshooting
41-001343-02 REV04 – 05.2014 9-10
The following table identifies the methods you can use to retrieve support information from the phone to the pre-defined
server when the above configuration parameters are enabled.
When this feature is enabled, the phone sends the following support information files to the server:
• Server.cfg - File in the format MAC ID_Date_Time_server.cfg that contains configuration information from the aas-
tra.cfg, the <model>.cfg, and the <mac>.cfg files. The MAC address, date, and time are specified in the file name to
identify the phone sending the information, and the date and time the file was generated and sent to the server.
(for example, 00093D435522_2010-02-25_1141am_server.cfg)
• Local.cfg - File in the format MAC ID_Date_Time_local.cfg that contains information of locally modified values made
using the Aastra Web UI and/or the IP Phone UI. The MAC address, date, and time are specified in the file name to iden-
tify the phone sending the information, and the date and time the file was generated and sent to the server.
(for example, 00043D199345_2010-02-26_1030am_local.cfg)
• Crash.cfg - (only generated if an error or crash occurs on the phone) File in the format MAC ID_Date_Time_crash.cfg
that contains information about a current phone error/crash causing a reboot of the phone . The MAC address, date,
and time are specified in the file name to identify the phone sending the information, and the date and time the file was
generated and sent to the server.
(for example, 00033D000111_2010-02-27_0204pm_crash.cfg)
Configuring Crash File Retrieval Using the Configuration Files
Use the following procedure to configure crash file retrieval from the phone to a server.
Generating and Sending Support Information from the IP Phone UI
Use the following procedure to generate and send Support Information files to the server.
Method for Retrieving
Support Info
Description
Configuration Files (automatic
retrieval)
1. Enter “upload system info server” parameter in the configuration files and specify the server for which the
phone sends the system crash information
2. Enter “upload system info on crash: 1” to enable the phone to automatically send system crash information
to the pre-defined server each time the watchdog reboots.
IP Phone UI
(manual retrieval)
1. On the phone, navigate to Options->Phone Status->Upload System Info.
2. Press “Select” or “Enter”. The system information is immediately sent to the pre-defined server and the mes-
sage “Files Sent” displays.
Aastra Web UI
(manual retrieval)
1. On the Aastra Web UI, navigate to Status->System Information->Support Information.
2. Press <Upload>. The system information is immediately sent to the pre-defined server and the message
“Files Sent” displays.
Configuration Files
For specific parameters you can set in the configuration files, see Appendix A, the section, “Crash File Retrieval” on pageA-224.
IP Phone UI
For 8 and 11-Line Phones:
1.
Press on the phone to enter the Options List.
2. Select Phone Status.
3. Select Upload System Info and press <Select>. The phone immediately generates the applicable Support Information files (server.cfg,
local. cfg, and/or crash.cfg) and sends the files to the pre-defined server. The message “Files Sent” displays.
For 3-Line Phones:
1.
Press on the phone to enter the Options List.
2. Select Phone Status.