There are other report and trace types which Copia support may request in order to investigate problems.
System Information
A COPIAFACTS trace (.TRx) will usually contain system information at then start of each session, but when COPIAFACTS automatically starts a new trace file at midnight, a full set of system information is not included. In this case Copia support may request the full set of information. You will then be asked to use CFINFO to create the full report. When CFINFO is run from a command session, it can save its output to a file or to the clipboard, as described in the linked topic.
CFINFO can be found in the Copia Shortcuts folder and in the CopiaFacts section of the Windows start menu (under 'all programs').
Windows Event Log
The CFJOURNAL program will collect from the Windows Event Log a set of information relevant to the use of CopiaFacts, including all messages written to the event log from CopiaFacts processes. The displayed output is also written, when the program is closed, to a CFJOURNAL.CSV file in the temp folder defined for CopiaFacts (usually C:\FAXTEMP).
Before closing CFJOURNAL, please check (from the 'hamburger menu') that the displayed output is limited to no more than the last week or so.
CFJOURNAL can be found in the Copia Shortcuts folder and in the CopiaFacts section of the Windows start menu (under 'all programs').
For issues which have been identified as related to XCAPI SIP processing, a SIP trace will usually be requested by Copia Support. The procedure to obtain the .XCT trace files is described in the XCAPI topic. You can view XCAPI trace files by double-clicking the file in Explorer.
Copia Support can assist with obtaining an XCAPI trace file, and will open a support ticket with TE-Systems if necessary. XCT trace files will almost always be needed in this case, together with a COPIAFACTS trace covering the same period. In a few cases TE-Systems will also require an XCAPI SDK trace file.
For issues which have been identified as related to BladeWare SIP processing, a PCAP trace will usually be requested by Copia Support. To obtain this it is necessary to install WireShark.
If you are not familiar with using Wireshark, Copia Support can assist with configuration of Wireshark and saving the PCAP captured SIP output.
If your company policy prohibits installing Wireshark, you may instead use CFSIPMON and CFSMSERVICE to provide a lightweight trace of SIP commands and responses. Unlike the XCAPI and Wireshark trace files, CFSIPMON only captures SIP traffic, not the RTP media traffic, so while it it may not be suitable for some support issues, it may be more acceptable to your management.
