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This video will demonstrate the process of debugging an Open Text Fax Gateway, and covers the troubleshooting process for this device in conjunction with RightFax.

Hello my name is Jay Campbell with The Fax Guys For RightFax University.

This video will demonstrate the process of debugging an Open Text Fax Gateway, and covers the troubleshooting process for this device in conjunction with RightFax.

This video was recorded at 1280 by 720 resolution for High Definition and is best viewed in full screen mode.

When troubleshooting faxing issues we sometimes need to gather data in the layer beyond the installed RightFax server, in any Fax Over IP environment this will be the media gateway that the fax server is connected to in order to integrate with the rest of the local telephony network. In this video, we will focus on the Open Text Fax Gateway. The processes outlined here are valid for the 300, 900 and 2100 series of fax gateways from Open Text.

The overall troubleshooting process for an integrated RightFax and Open Text Fax Gateway is as follows:

First, start Doctransport debugging in RightFax -- this is the process of outputting the doctransport service running information to a text file. The RightFax doctransport service is the "hardware layer" that is responsible for processing all in and outbound data between RightFax and your fax board solution. Debugging Doctransport is covered in a seperate RightFax University video.

The next set of logging to gather is Wireshark PCAP data, this entails all of the network traffic to and from the server running the application; technical support will only typically be interested in looking at the Voice Over IP calls as these are what carry fax transmissions. Wireshark logging is also covered in detail in other RightFax University installments.

Third, we will start the ACSysLog on the Open Text Fax Gateway. This process will be covered in detail in this video installment shortly.

once all of this logging is enabled, reproduce the issue you are having so that the behavior in question can be logged. Once you are certain that the issue is reproduced you will:

Stop Wireshark and gather the PCAP trace.

Stop the Doctransport debugging process and gather the log file this has generated.

Stop ACSysLog and gather the file in generates.

These logs, along with some other optional items for Brooktrout SR140 debugging are what technical support will typically require for troubleshooting most Fax Over IP issues, although depending on your specific issue, all of this may not be required in every scenario.

Now let's go over the specifics of using ACSysLog.

ACSysLog is a downloaded application provided by the manufacturer of the Open Text Fax Gateways, AudioCodes. Your Fax Guys support or installation engineer can provide you with a link to the most current version for your gateway.

to enable the logging we need to first configure the gateway to generate the expected output to the ACSysLog tool:

log in to the web interface for the Open Text Fax Gateway.
Factory defaults for user name and password are Admin.

Select "Management" and from here configure the following items:

Enter the IP address of the PC/Server running syslog for ‘Syslog Server IP address’

Enable ‘Enable Syslog’

set ‘Debug Level’ to ‘5’

Once this is set we are now ready to use the ACSysLog tool.

Navigate to ‘Options’ tab -> ‘Settings’ menu

Navigate to ‘Logging’ tab

Direct the log file to location on the PC/server (ex. “C:AudiocodesTraces”)

Name the file (ex. “syslog.log”)

Select “Write Header + Command as is” option

Check “Align new lines after Header” option
Select ‘OK’

Navigate to ‘General’ tab

Select ‘New syslog message enters at the’ option to ‘Bottom’

These options format the ouput text for ease of parsing and reviewing the data.

Click the “Log/stop logging incoming messages” button

Note:
the disk icon alone indicates that ACSyslog is not saving the traces to file

the disk with pencil icon indicates ACSyslog is saving the traces to file

Click the “Pause/resumes syslog activity” button

the play button icon shows you that ACSyslog is logging and the pause button icon means that ACSyslog is paused

Now you are ready to Perform test calls.

ACSyslog will save the traces to file and in the logging state.

Note: ACSyslog should update with debug messages during test, you will see this flow:

After the test call is completed, set ACSyslog to the not saving and paused state.

Finally, you may also need to provided the gateway .INI file or files. The process for saving and loading this Fax Gateway configuration information will be covered in a seperate RightFax University video.

that's it for gathering ACSysLogging. Other additional information may be required as we discussed previously. Last, the support engineer may make additional queries regarding the call topology and call flow in your environment as well. As you can see, the process for troubleshooting fax gateway related issues can be fairly granular, but it is also pretty straightforward once you get the process outlined.

This is Jay Campbell with The Fax Guys for RightFax University saying thank you for watching and please visit us again. The RightFax University is a work under continual progress and we update often.