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RealPresence Centro

Escalation Requirements

Information Needed  

Detailed Problem Description

Example: Centro will drop calls about 2 hours into the conference, 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 tried to flash erase the box and reinstall the factory software as well as removed all 3rd party devices from the unit. I have attached the System Log, as well as my Ethernet Traces.

 

Files Needed:  

Medialign Support Information

The Centro logs are downloadable via the web interface of the suspect codec, log in via the IP address > Diagnostics > System > Download Logs > Download System Logs.  Depending on the browser used you will get a Save As for the download of the .tgz file.

Ethernet Traces

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.

Call Type and Reproduction Steps

Call Type (H.323, SIP, etc.), as well as, call direction and dialstring can narrow down potential causes of an issue. Step-by-Step details can be very helpful.

Date & Time of the incident

Include all the relevant information as far as the IP address of the codec in question, who’s connected to whom and their IP address, when was the issues seen / heard etc.

Serial Number Location

  • Serial Number is located within the access panel of the Centro base on the white label.
  • Serial Number for Centro may be obtained via the Web UI: Click System on the left-hand margin of the Web Interface
  • Serial Number for Centro may also be obtained through the system UI via the touch screen: Click Menu > Click Settings > Press center button on System Information panel > Select Information