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Collaboration & Conferencing Platforms

Escalation Requirements

Information Needed  

Network Topology

Please provide detailed information about the network pertaining to the RMX and IP scheme used. Example

Detailed Problem Description

Example:Client running M100 cannot connect to any meetings on customers RMX 4000, this has been recreated in the customer environment. This issue only happens over the customer internal network. I have sent a detailed description of the customers network environment, The date and times the issue started, as well as my troubleshooting steps to replicate the problem. I have attached the Faults.log, CDR, Loggers from the Period of the Problem, as well as my Ethernet Traces of the network environment.

 

Files Needed:  

Faults Log

Login as Support/Support, Click on System Alerts at the bottom of the page > Faults Full List > Save as Text

CDR

In the Web UI, Click on Admin > CDR > Select the days of Incident > Retrieve Formatted

Logger Diagnostic Files

Ethernet traces are essential in helping resolve suspect network related issues, such as one way audio/video, connection issues, audio/video quality issues etc. Please be sure to notate the IP addresses of all hardware involved when providing a trace.

Ethernet Traces

Info Collector from the time of the issue

Serial Number Location

  • Serial Number is located on a sticker in the upper left corner of the rear of the RMX
  • Serial Number may also be obtained via the Web UI: Click Administration > Click License Information
  • Serial Number is located on a sticker on the RMX
  • Serial Number may also be obtained via the Web UI: Click Administration > Click License Information