Troubleshooting Toolpack

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 is stored in a MySQL database.

• Backup procedure for v2.8 or 2.9
• Backup procedure for v2.7
• Backup procedure for v2.5 or v2.6
  

For releases before 2.4 or older or if you do not have access to the web portal, see Manual 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 contact support@telcobridges.com to get the procedure.

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 contact support@telcobridges.com to get the procedure.
• Factory reset is available on recent versions of the TelcoBridges units. The procedure is described here: 'Factory Reset (todo)'.

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'