If you are new to telephony networking and troubleshooting, this guide shows you step-by-step in setup and configuring the parameters to capture the packets locally in Grandstream devices.
When we run into telephony issues (for eg. no audio, BLF keys are not working, unable to make calls, etc), in order to have the Support and Developer teams identify the root cause, we need to get logs and system information from the devices:
a. System Information under Status > System Info > Download System Information (available in GRP26XX, WP8XX, and GXP21XX models only)
b. *Syslog at (Extra) Debug level under Maintenance
c. *Packet Capture under Maintenance
d. Core Dump under Status > System Info (for freezing issues only)
e. Internal Syslog Capture under Maintenance > Syslog. It is able to capture the supplicant logs to flash (available in WP810 only)
Grandstream Windows Syslog Utility tool
Recently, we have added a Syslog Utility – a Windows tool to collect Grandstream products (especially ATAs and Gateways) Syslog for troubleshooting purposes.
Replicating the issue
Make sure that you enable the log before you make a test call or replicate the issue/ scenario. Stop or end the log capture when the call disconnects.
a. A laptop or PC
b. Networking switch (unmanaged)
Step 1: Download Wireshark to your laptop or PC. Then, connect your phones to a laptop via a networking switch or make sure they are in the same LAN network.
Step 2: Log in to the phone’s Web GUI > Maintenance > Syslog and configure the following
- Syslog Protocol: UDP
- Syslog Server: IP address of your laptop (which has the Wireshark app installed)
- Syslog Level: DEBUG
- Send SIP Log: Yes
Step 3: Click Save and Apply, followed by a Reboot to take effect immediately.
If you do not have a switch, you can configure Mirrored PC Port Mode under Network > Advanced Setting. Then, connect your laptop directly to the phone’s PC port and capture the live Syslog messages.
Step 4. Next, launch the Wireshark application, select the correct Interface and click Start
Step 5. Apply the filter ‘syslog && ip.addr == <Phone’s IP>’ to make sure you capture the live Syslog messages of the phone
Step 6. Now, replicate your issue
Step 7. Once it completes, click the Stop button and save as pcap format
How to do Ethernet Packet Capture (for the phones)
Step 1: Go to phone’s Web GUI > Maintenance > Packet Capture
- Capture Location: Internal Storage
- With RTP Packets: Yes (for audio issues)
- USB Filename: (if you are select USB)
Step 2: Click Start
Step 3: Replicate the issue
Step 4: Click Stop and Download
The figures below show the Syslog and Packet Capture settings of different models.
IP Voice Telephony
GXP17XX & GXP21XX
Click here to find out more on how to use internal Syslog capture in WP810.
GDS3710 & GSC361X’s Debug Log
Gateways and ATAs
GXW42XX’s Syslog and Packet Capture
GVC32XX’s Syslog & Debug Log
Grandstream GWN Access Point
Grandstream IP PBX UCM
Grandstream UCM has built-in troubleshooting tools under the Maintenance tab. They are:
- Network Troubleshooting (VoIP or PBX related issues)
- Signaling Troubleshooting (analog trunk related issues)
Click here to read more on the UCM troubleshooting tools.