Troubleshooting Toolpack: Difference between revisions

Latest revision as of 15:15, 12 November 2025

This page contains pointers to help troubleshoot Toolpack-based systems.

Web portal

Problem: The web portal does not start or is not accessible.

See 'How to troubleshoot the web portal'

Problem: I cannot perform addition or modification of configuration in the web portal. Usually this occurs in a new Toolpack Platform, for example, when new Toolpack software has been just installed on a host or a new TMG3200 is started up.

See 'How to edit the active configuration'

Problem: The system does not work properly with a copied configuration.

See How to copy a configuration

Problem: There are no web browser on the linux host server ssh tunnel can be use to re-direct the connection on a remote host port to a local port:

See How to setup ssh tunnel with PuTTY

System configuration backup

Problem: How do I make sure I keep my system configuration?

All the configuration are stored in a MySQL database. To perform a backup, refer to the following links:

Database backup procedure

For releases before 2.4 or older or if you do not have access to the web portal, see Manual Database Backup.

This could also be useful: Scheduled Database Backup

Calls

Problem: The Tmedia device does not accept or generate calls

See here: How to troubleshoot call routing

Fax Calls

Problem: Fax call is not working

Please follow the instructions here: How to troubleshoot Fax Calls

SS7 CIC group is locally blocked

Problem: A SS7 Circuit Identification Code is blocked.

You can control this: See SS7 Circuit group control

Network Interfaces

Problem: E1 trunks are not up

See How to debug trunk interfaces

Problem: Cannot ping VoIP interface
The IP address of the VoIP port is configured and you cannot ping it.

See How to debug a VoIP interface

How to gather all logs

Problem: Which application logs should I gather?

See How to gather all logs with TBReport (Version 2.9 and up)

Access to unit

Problem: I lost access to the unit. How to recover the IP address of the unit?

Please follow the procedure in the installation guide: Installation Guides

Problem: I lost the SSH password

It is possible to reset the SSH password. please open a case on TelcoBridges support portal

Problem: I want to do a factory reset

Normally a Factory Reset is not required. System can be re-configured to original settings in a few steps. please open a case on TelcoBridges support portal to get the procedure.
Factory reset is available on recent versions of the TelcoBridges units. The procedure is described here: Factory Reset.

Installation (for developers)

Problem: Toolpack fails during installation

See Toolpack installer troubleshooting

Problem: Can't download a new software package

You see this error while trying to download a software package with wget:

Resolving download.telcobridges.com... failed: Temporary failure in name resolution.
wget: unable to resolve host address `download.telcobridges.com

See "nameserver" in Configure Management IP address

Problem: The Toolpack system does not start

See How to validate the Toolpack installation

Problem: I want to change the hostname of the server running Toolpack

See How to change the host name

How to submit a problem

Problem: I don't know what else to do

Help our support team help you by giving as much information as possible; see 'How To Submit A Problem'

@@ Line 1: / Line 1: @@
 This page contains pointers to help troubleshoot [[Toolpack]]-based systems.
+<br>
-== Installation ==
+== Web portal  ==
-Problem: The Toolpack system does not start
+Problem: '''The web portal does not start or is not accessible.'''
-*See '[[Toolpack_Installation:Validate_Toolpack_Installation|How to validate the Toolpack installation]]'
+*See '[[Toolpack Troubleshooting:Web Portal|How to troubleshoot the web portal]]'
+<br>
+Problem: '''I cannot perform addition or modification of configuration in the web portal. '''
+Usually this occurs in a new Toolpack Platform, for example, when new Toolpack software has been just installed on a host or a new TMG3200 is started up.
+*See '[[Toolpack Troubleshooting:Cannot Add or Edit Configuration|How to edit the active configuration]]'
+<br>
+Problem: '''The system does not work properly with a copied configuration.'''
+*See [[Web Portal:Configuration Copy|How to copy a configuration]]
+<br>
-Problem: I want to change the Ip Address of the TMG800/TMG3200 from static to DHCP or from DHCP to static.
+Problem: '''There are no web browser on the linux host server'''
-*See '[[TBLinux:How to change_the_ip_address|How to change the IP address of a TMG800/TMG3200]]
+ssh tunnel can be use to re-direct the connection on a remote host port to a local port:
+*See [[How to setup ssh tunnel with PuTTY]]
+<br>
+== System configuration backup<br>  ==
-Problem: I want to change the hostname of the server running Toolpack
+Problem: '''How do I&nbsp;make sure I keep my system configuration?'''<br>
-*See '[[Toolpack_Installation:Change hostname|How to change the host name]]'
+All the configuration are stored in a MySQL database. To perform a backup, refer to the following links:
+*[[Toolpack:Database_Backup_C|Database backup procedure]]
+<div class="mw-collapsible mw-collapsed" data-collapsetext="other versions" data-expandtext="Click here for older versions" style="width: 400px;">
+<br/>
+*[[Toolpack:Database_Backup_B|Backup procedure for v2.7]]
+*[[Toolpack:Database_Backup_A|Backup procedure for v2.5 or v2.6]] <br>
+For releases before 2.4 or older or if you do not have access to the web portal, see [[Manual Database Backup]].
+<br/>
+</div>
+<br>
+This could also be useful: [[Scheduled Database Backup]]
-== Web portal ==
+<br>
-Problem: The Toolpack web portal does not start or is not accessible.
+== Calls  ==
-*See '[[Toolpack_Troubleshooting:Web_Portal|How to troubleshoot the web portal]]'
+Problem: '''The Tmedia device does not accept or generate calls'''
-*See 'How to get status of the system'
+*See here: [[How to troubleshoot call routing|How to troubleshoot call routing]]
-*See 'How to change the configuration of the system'
+<br>
+== Fax Calls  ==
+Problem: '''Fax call is not working'''
+*Please follow the instructions here: [[How to troubleshoot Fax Calls|How to troubleshoot Fax Calls]]
+<br>
-Problem: I cannot perform addition or modification of configuration in the web portal. Usually this occurs in a new Toolpack Platform, for example, when new Toolpack software has been just installed on a host or a new TMG3200 is started up.
+== SS7 CIC group is locally blocked<br>  ==
-*See 'How to [[Toolpack Troubleshooting:Cannot Add or Edit Configuration|Edit the active configuration]]'
+Problem: '''A SS7 Circuit Identification Code is blocked.''' <br>
+*You can control this: See [[SS7 Circuit group control]]
+<br>
+== Network Interfaces <br>  ==
+Problem: '''E1 trunks are not up'''<br>
+*See [[How to Debug Trunk Interfaces|How to debug trunk interfaces]]<br>
+<br>
-Problem: Do not have permission to add features.
+Problem: '''Cannot ping VoIP interface''' <br>
-*See 'How to modify system configuration'
+The IP address of the VoIP port is configured and you cannot ping it.<br>
+*See [[How to debug VoIP|How to debug a VoIP interface]]<br>
+<br>
+== How to gather all logs<br>  ==
+Problem: '''Which application logs should I gather?'''
+*See [[TBReport|How to gather all logs with TBReport]] (Version 2.9 and up)
+<br>
-Problem: The system does not work properly with a copied configuration.
+== Access to unit ==
-*See [[Web_Portal:Configuration_Copy|How to copy a configuration]]
+Problem: '''I lost access to the unit. How to recover the IP address of the unit?'''
+*Please follow the procedure in the installation guide: [[Product_Installation|Installation Guides]]
+<br>
-== Toolpack application suite ==
+Problem: '''I lost the SSH password'''
+*It is possible to reset the SSH password. please open a case on [https://telcobridges.odoo.com/ TelcoBridges support portal]
+<br>
-Coming soon.
+Problem: '''I want to do a factory reset'''
+*Normally a Factory Reset is not required. System can be re-configured to original settings in a few steps. please open a case on [https://telcobridges.odoo.com/ TelcoBridges support portal] to get the procedure.
+*Factory reset is available on recent versions of the TelcoBridges units. The procedure is described here: [[Factory_Reset|Factory Reset]].
+<br>
+== Installation (for developers)  ==
+Problem: '''Toolpack fails during installation'''
+*See [[Toolpack Installation:Toolpack installer troubleshooting|Toolpack installer troubleshooting]]
+<br>
-== Calls ==
+Problem: '''Can't download a new software package '''<br>
-Problem: The Tmedia device does not accept or generate calls
+*You see this error while trying to download a software package with wget:<br>
+ Resolving download.telcobridges.com... failed: Temporary failure in name resolution.
+ wget: unable to resolve host address `download.telcobridges.com
+*See "nameserver" in&nbsp; [[TMG:Change_Management_IP_Address|Configure Management IP address]]
+<br>
-*To debug calls, different methods can be used:
+Problem: '''The Toolpack system does not start'''
+*See [[Toolpack Installation:Validate Toolpack Installation|How to validate the Toolpack installation]]
+<br>
-**'''Using the Call Detail Records'''
+Problem: '''I want to change the hostname of the server running Toolpack'''
-This can be done in the configuration database, using [[RADIUS]] or in text files. See [[Text Call Detail Records (CDR)]]
+*See [[Toolpack Installation:Change hostname|How to change the host name]]
+<br>
+== How to submit a problem  ==
+Problem: '''I don't know what else to do'''
+*Help our support team help you by giving as much information as possible; see '[[Support:How To Submit A Problem|How To Submit A Problem]]'
-**'''Using the log files'''
+[[Category:Tdev_OAM&P|Troubleshoot]]
-***'''Log files from web portal'''
-  Logs -> Select filename -> 2000 lines -> select Read
-Brief details on the application:
-::'''gateway''' application is for high-level call routing, like calling number and NAPs.
-::'''toolpack_engine''' handles the protocols and media
-::'''toolpack_sys_manager''' handles the configuration of the system
-::'''tboamapp''' controls the startup of the applications
-::'''tbstreamserver''' is used for playing and recording files (by default it is not started)
-::'''tblogtrace''' are log coming from the platform (TMP6400 or other)
-You can change the trace level of the application here:
-  Applications-> Configurations -> edit -> Log Params -> Default Trace Level
-And then activate the new configuration.
-***'''Log files from server'''
-You can get the files directly from the server running Toolpack at this location:
-  /lib/tb/toolpack/setup/12358/2.3/apps/
-or
-  C:\TelcoBridges\toolpack\setup\12358\2.3\apps\
-**'''Using the signaling traces'''
-You can get the signaling traces (SS7, ISDN and SIP) using the tbsigtrace program: [[Toolpack_Debug_Application:Tbsigtrace|using tbsigtrace]]
-== How to gather all logs ==
-Problem: Which application logs should I gathered?
-*See '[[Toolpack_Debug_Application:Tbdebug|How to gather logs with tbdebug]]'
-== How to submit a problem ==
-Problem: I don't know what else to do
-*Help our support team help you by giving as much information as possible; see '[[Support:How_To_Submit_A_Problem]]'