Cisco Cisco Computer Telephony Integration Option 9.0 Troubleshooting Guide
Appendix A Obtaining Logs for Support
Taking CTI OS Server logs
A-2
Cisco ICM Software CTI OS Troubleshooting Guide Release 6.0(0)
Include logs for all of the relevant servers, including both sides of a duplexed
system.
system.
The following sections discuss CTI OS Server and CTI OS Client logs and trace
levels. See the Cisco ICM Software Administrator Guide for information on other
logs.
levels. See the Cisco ICM Software Administrator Guide for information on other
logs.
Taking CTI OS Server logs
The trace log location for the server processes can be found under the following
registry keys:
registry keys:
HKEY_LOCAL_MACHINE\Software\Cisco Systems, Inc.\ICM\
<CustomerInstance>\CTIOS1\EMS\CurrentVersion\Library\
Processes\CTIOS\ EMSLogFileLocation
Processes\CTIOS\ EMSLogFileLocation
HKEY_LOCAL_MACHINE\Software\Cisco Systems, Inc.\ICM
\<Customer Instance>\CTIOS1\EMS\CurrentVersion\Library\
Processes\ctidriver\ EMSLogFileLocation
Processes\ctidriver\ EMSLogFileLocation
The default location is: <CTI OS Server Install Directory>\logfiles. It is
recommended that the default values not be changed. Files are named using the
convention <process name>_yymmdd_hhmmss.ems. The date/time stamp part of
the file name indicates when the file was created. The information in these files is
stored in a binary format and must be read using the dumplog utility. You will
need to open a DOS Command Prompt window and change to the <CTI OS Server
Install Directory>\logfiles directory in order to use dumplog on the CTI OS Server
log files. For information on how to use dumplog, refer to the Cisco ICM Software
Administration Guide.
recommended that the default values not be changed. Files are named using the
convention <process name>_yymmdd_hhmmss.ems. The date/time stamp part of
the file name indicates when the file was created. The information in these files is
stored in a binary format and must be read using the dumplog utility. You will
need to open a DOS Command Prompt window and change to the <CTI OS Server
Install Directory>\logfiles directory in order to use dumplog on the CTI OS Server
log files. For information on how to use dumplog, refer to the Cisco ICM Software
Administration Guide.
When reporting a problem, it is generally very helpful to provide the logs for the
timeframe in which the problem occurred. This is Cisco’s “window” into the
activity that is taking place at the time of the problem. Try to provide all files that
cover the needed timeframe. Do this by looking at the timestamp in the filename
to find out when they were created and by looking at the modification timestamp
in Windows Explorer to see the last time a given file was written to.
timeframe in which the problem occurred. This is Cisco’s “window” into the
activity that is taking place at the time of the problem. Try to provide all files that
cover the needed timeframe. Do this by looking at the timestamp in the filename
to find out when they were created and by looking at the modification timestamp
in Windows Explorer to see the last time a given file was written to.