Troubleshooting using the Client Log Files

1

• Troubleshooting using the Client Log Files

Eric Bright Client Support Engineer SEPTEMBER 26,
2006 1200 PM
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Overview

• Log Files
• Gathering log files
• Logging format
• Analyzing Log File Data
• Categories
• Levels
• Errors
• Examples

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Gathering Log File

• The Centra Log File Tool
• Creates a zip file of the Centra log files
• Centra Client Logs folder
• C\Documents and Settings\ltusernamegt\Local
  Settings\Temp\Centra_Client_Logs
• temp\Centra_Client_Logs

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Logging Format

• Log File Naming Format
• Name_YYMMDD_HHMM.log
• Client_060712_2020.log
• Log Entry Format
• ltTimeStampgt ltThreadgt ltCategorygt ltLevelgt ltEntrygt
• 202056.453 d90 general 50 Version 7.5.1
  build 67

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Log Files - Categories

• Each log entry is assigned a Category.
• The common categories are
• General
• Backbone
• Audio_Mixer
• Proxy Config
• Appshare

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Log Files - Categories

• General
• Client Parameters
• Warnings
• Backbone
• Network connection status
• TCP errors
• Audio_Mixer
• Audio Codecs

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Log Files - Categories

• Proxy Config
• Proxy configuration
• HTTP Errors
• Appshare
• Appshare Parameters

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Log Files Levels

• Each log entry is assigned a Level between 0-100
• 202056.453 d90 general 50 Version 7.5.1
  build 67
• Levels increase by 10
• Levels represent important log entries

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Log Files Errors

• .cab file cannot be moved.
• Centra is unable to delete a .cab file
• Error Code 6
• Centra.exe is unable to connect to the Internet
• Abnormal client exit -2
• Centra is unable to correctly parse a Proxy
  script.

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Examples Connection Report

• backbone 50 Connection Report
• backbone 50 Server IP Address 10.10.10.148 ---
  Associated CTS IP Address cs3.centra.com.
• backbone 50 direct tcp - 1709 - successful
  50
• backbone 50 direct tcp - 443 - successful
  50
• backbone 50 secondary tunnel - 80 - successful
  250
• general 50 Connecting via Direct TCP to
  10.10.10.148 on port 443

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Examples Direct connections

• Direct connection over port 1709
• Direct Connection over port 443

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Examples Proxy connections

• Primary Tunnel Connection 443
• Secondary Tunnel Connection 80

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Examples - Network Indicator
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Examples Audio Codec

• backbone 50 Connection Report
• backbone 50 Server IP Address 10.10.10.148 ---
  Associated CTS IP Address cs3.centra.com.
• backbone 50 direct tcp - 1709 - successful
  50
• backbone 50 direct tcp - 443 - successful
  50
• backbone 50 secondary tunnel - 80 - successful
  250
• general 50 Connecting via Direct TCP to
  10.10.10.148 on port 443
• audio_tool 50 Change send codec from SC3 to iLBC

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Examples Poor Connection

• backbone 50 Connection Report
• backbone 50 Server IP Address 10.10.10.148 ---
  Associated CTS IP Address cs3.centra.com.
• backbone 50 direct tcp - 1709 - successful
  50
• backbone 50 direct tcp - 443 - successful
  50
• backbone 50 secondary tunnel - 80 - successful
  250
• general 50 Connecting via Direct TCP to
  10.10.10.148 on port 443
• audio_tool 50 Change send codec from SC3 to iLBC
• backbone 30 Poor connection rating.
• backbone 50 Connection rating improved, was poor.

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Examples - Relogin

• backbone 50 Connection Report
• backbone 50 Server IP Address 10.10.10.148 ---
  Associated CTS IP Address cs3.centra.com.
• backbone 50 direct tcp - 1709 - successful
  50
• backbone 50 direct tcp - 443 - successful
  50
• backbone 50 secondary tunnel - 80 - successful
  250
• general 50 Connecting via Direct TCP to
  10.10.10.148 on port 443
• audio_tool 50 Change send codec from SC3 to iLBC
• backbone 30 Poor connection rating.
• backbone 50 Connection rating improved, was poor.
• backbone 30 CSS is not responding to client
  heartbeats, attempting to reconnect.
• backbone 50 SessiononConnectionDropped() -
  connection dropped.
• backbone 30 SessiononConnectionDropped() -
  attempting to relogin.

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Examples Connection Report

• backbone 50 direct tcp - 443 - successful
  50
• backbone 50 secondary tunnel - 80 - successful
  250
• general 50 Connecting via Direct TCP to
  10.10.10.148 on port 443
• audio_tool 50 Change send codec from SC3 to iLBC
• backbone 30 Poor connection rating.
• backbone 50 Connection rating improved, was poor.
• backbone 30 CSS is not responding to client
  heartbeats, attempting to reconnect.
• backbone 50 SessiononConnectionDropped() -
  connection dropped.
• backbone 30 SessiononConnectionDropped() -
  attempting to relogin.
• backbone 50 Connection Report
• backbone 50 Server IP Address 10.10.10.148 ---
  Associated CTS IP Address cs3.centra.com.
• backbone 50 secondary tunnel - 80 - DNF
• backbone 50 direct tcp - 1709 - DNF
• backbone 50 direct tcp - 443 - DNF

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Examples - Exit

• general 50 Connecting via Direct TCP to
  10.10.10.148 on port 443
• audio_tool 50 Change send codec from SC3 to iLBC
• backbone 30 Poor connection rating.
• backbone 50 Connection rating improved, was poor.
• backbone 30 CSS is not responding to client
  heartbeats, attempting to reconnect.
• backbone 50 SessiononConnectionDropped() -
  connection dropped.
• backbone 30 SessiononConnectionDropped() -
  attempting to relogin.
• backbone 50 Connection Report
• backbone 50 Server IP Address 10.10.10.148 ---
  Associated CTS IP Address cs3.centra.com.
• backbone 50 secondary tunnel - 80 - DNF
• backbone 50 direct tcp - 1709 - DNF
• backbone 50 direct tcp - 443 DNF
• general 30 Client exited normally. Error 0

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• Questions