Need to open a ticket with CSS? Here’s the data we need…

Author: Tushar Pathak, with assistance from Shea Caperoon

 

Log collection

When opening a support issue it’s critical that we have the right information to fully investigate the issue.  Support engineers often get asked by customers what data would be most useful to provide in order to have the case move forward as efficiently as possible. Having this data in first instance speeds up the resolution and avoids going back in circles.

Please refer to following chart for log collection based on the issue. When possible please submit these logs to the support engineer who is assigned to the case.

 

SfB Client side
User unable to join a SFB meeting (intra & inter company)	Client Logs + meeting url + Time of the issue
User is unable to sign in	Client Logs + packet capture
SFB client is crashing or hanging	Client Logs + eventviewer logs + Time of issue
SFB is not connecting to Exchange error	Client Logs + SfB Configuration Info
Client is not saving conversation history	Client Logs + SfB Configuration Info
IM and Presence related issues	Client Logs + Sip address + Time of issue
A/V or App sharing failing w/ network issues	Client Logs + Network Capture + Time of issue
Meeting Schedule Delegation issues	Client Logs + SfB Config Info
Mobility issues (sign-in, meeting join, AV issues)	Go to settings -->Logging --> Ensure logging is turned on and click send logs
PSTN Calling / Conf issues	Meeting ID/caller-Calle number + timestamp

               

Procedures:

Client Logs  

From SfB/Lync Client, sign out or Cancel sign in

From the client sign in screen, select Delete My Sign In Information

From Tools > Options > enable client-side logging
Options > Tools > General tab.

    Turn on logging = Full (This is default in 2013/2016 client)

    Select "Also collect troubleshooting info using Windows Event Logging"

Exit the SfB/Lync client entirely (Alt + File >
Exit)

Exit Outlook entirely

Go to Start > Run > type

For SfB 2016

     %localappdata%MicrosoftOffice16.0Lync

For SfB/Lync 2013

    %localappdata%MicrosoftOffice15.0Lync

Delete folders starting with sip_

Rename the Tracing folder to Tracing_bak

Restart SfB/Lync client, and then reproduce the error condition – please capture a screen shot of error condition and the system time so error logs can be correlated.

Exit client completely again and gather logging

Zip entire Tracing folder from location above

 

 

SFB Configuration Information

1. 1. Navigate down to the taskbar and do a CTRL+RightClick on the Skype for Business icon. 

1. 1. On the menu shown, select the Configuration Information option.

1. 1. A pop-up window will open. Click on the button named Copy and paste the clipboard into a text file or reply email.

 

Network

Troubleshooting network related issues For eg. ICE issues, TLS/TCP handshake issues, Audio quality issues, etc   Related tools for capturing network packets 1st option full Netmon https://www.microsoft.com/en-in/download/details.aspx?id=4865   2nd option Netmon Netmon Oneclick  (no install required) https://www.microsoft.com/en-us/download/details.aspx?id=6537&751be11f-ede8-5a0c-058c-2ee190a24fa6=True   3rd option Netsh trace Inbuilt in windows, just run the following cmdlets in cmd with elevated rights netsh trace start capture=yes scenario=internetclient Netsh trace stop   netsh trace start scenario=netconnection capture=yes Netsh trace stop https://blogs.msdn.microsoft.com/canberrapfe/2012/03/30/capture-a-network-trace-without-installing-anything-capture-a-network-trace-of-a-reboot/   4h option Message analyzer https://www.microsoft.com/en-in/download/details.aspx?id=44226

 

 

Network Capture on windows (GUI)

1.       Download fill netmon
from above website per the operating system bitness

2.       Install full netmon
on the affected machine

3.       Run as
Administrator

4.       Start capture,
reproduce the issue and stop capture

5.       Save the netmon
trace

 

 

Network Capture on windows

1. 1. Open a Command Prompt as Administrator

1. 1. Create a folder on the local disk by running the
      command:
      c:>mkdir
      c:css-temp

1. 1. Run the command:
      c:>netsh
      trace start scenario=netconnection capture=yes packettruncatebytes=512
      tracefile=c: css-temp%computername%_nettrace.etl maxsize=2000
      filemode=circular overwrite=yes report=yes

1. 1. Wait for the command to finish

1. 1. Reproduce the problem

1. 1. Run the command:
      c:>netsh trace
      stop
      and wait for the command to finish

1. 1. Ask customer to upload the two file in c:css-temp
      to the case

 

Network Capture Mac

1. 1. Open a Terminal session

1. 1. Run the commands

sudo tcpdump -w ~/Desktop/CaptureMSFT.pcap

3. 3. Enter the admin credential to elevate

3. 3. Reproduce the problem

3. 3. Press CTRL+C to stop the capture

3. 3. Ask customer to upload the file CaptureMSFT.pcap
      from the Desktop

 

 

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