Open a Developer Support Case

For development issues and questions that cannot be addressed through these services, CDN also offers members the ability to open support cases with our development engineering team utilizing Cisco’s case tracking application.

For CDN Community Members: This service is available as an annual fee-based subscription. Pricing: This fee varies by theater.

For CDN Technology Partners: This service is included in your CDN Technology Partner memberships.

Learn more about purchasing a developer support subscription

To help resolve your case quickly, please provide the following information with opening a developer support case for an IPPS issue.

• General description of the problem
• Is the problem reproducible or intermittent?
• Observed vs. expected API behavior
• Phone Model
  
• Firmware Version
• PCAP
• On-board Phone Logs (If the Issue is with the phone) for 69XX , 79XX , 89XX , 99XX Phones.
  

How to open a developer support case.
Access to this PDF requires a CDN contract number to be associated with your CCO profile

How to capture PCAP

 

• STEP 1 :
  We need to capture the packets with Wireshark. Open up the Wireshark and click the first NIC to the left.
  
  This will open the capture interfaces dialog, were you can select the NIC connected to the back of the IP phone we will capture. Click on start to initiate the capture.
  
• STEP 2 :
  Reproduce the Issue to be captured
  Traffic should start to scroll down on the window. Depending on the current PC activity it could be a lot of traffic. To filter down use the eth.addr filter with the MAC Address of the IP phone. The resulting traffic should show only traffic comming to and from the IP phone.
  
• STEP 3 :
  Stop the Capture.
  
• STEP 4 :
  Save the packet capture as .pcap file.
  

On-Board phone logs for 79XX Series Phones.

 

The following are the instructions to get the phone console logs and network capture by secure shelling into the phone.

• STEP 1 :
  Open PUTTY
  
• STEP 2 :
  In the Session -> Logging section, select the "All session output", and specify a file location. See image below:
  
• STEP 3 :
  Login using the username and password you provided on the phone configuration page in the SSH section.
  You will be prompted for one more login. Use the following credentials:
  LoginID : default
  Password : user.
• STEP 4 :
  Once the log has been started, enter the following commands:
  debugsh
  debug jvm Http DEBUG
  debug jvm PushService DEBUG
  debug jvm Services DEBUG
  q
  settmask -p sunvm.cnu -b LOG_DEBUG -t 0x6
  strace &
• STEP 5 :
  Start the network capture (see instructions above)
• STEP 6 :
  Now re-create the issue which you would like to capture in the phone logs
• STEP 7 :
  Once the issue has been reproduced, type in "settmask -r" command to set debug back to normal.
• STEP 8 :
  Save and close the log and then stop the network trace.

On-Board phone logs for 8961 Series Phones.

The following are the instructions to get the phone console logs and network capture by secure shelling into the phone.

• STEP 1 :
  Open PUTTY
  
• STEP 2 :
  In the Session -> Logging section, select the "All session output", and specify a file location. See image below:
• 
  
• STEP 3 :
  Login using the username and password you provided on the phone configuration page in the SSH section.
  You will be prompted for one more login. Use the following credentials:
  LoginID : default
  Password : cisco.
• STEP 4 :
  Once the log has been started, enter the following commands:
  ps_mem
  /usr/sbin/sdump  &
• STEP 5 :
  Start the network capture (see instruction above)
• STEP 6 :
  Now re-create the issue which you would like to capture in the phone logs
• STEP 7 :
  Once the issue has been reproduced, type in "exit" command
  
• STEP 8 :
  Save and close the log and then stop the network trace.
• STEP 9:
  Email us the phone logs and sniffer trace to troubleshoot the issue