www.newrocktech.com
10-69
10.4 Assistance in Fault Analysis
If the on-spot engineer is unable to troubleshoot the fault, New Rock can provide assistance in fault
analysis. To ensure a quick and accurate troubleshooting, the on-spot engineer needs to provide the
following information:
Logs when the fault occurs (If the fault can be reproduced, logs with the level of 4 need to be captured.
Follow the steps for downloading the log:
1. Go to
Log > Log download
2. Select log level
4
3. Click
Save
4. Click
Clear
in
Log > Call message.
5. Do a test call with problem
6. Click
Download
in
Log > Log download
to download
Packets captured on the network when the fault occurs.
Follow the step to get the
Ethereal Capture on OM20/50
1.
Go to
System Tool > Ethereal Capture
2.
Click
Start
to initiate the capture procedure.
3.
Make the test call.
4.
Click
Stop
to terminate the capture procedure. Then you will be notified for download.
Configuration files from the OM20/50.
Follow the step to export the
configuration file form the OM 20/50
1. Go to
System Tool > Configuration Maintenance
2.
Click
Export data
to export the configuration file.
Fault information and on-site environment, including the detailed fault information, network topology,
and IP address of the devices used.
The preceding information can be sent to
through e-mail for instant help.
