Support section is intended to assist customers.
Also, your attention is provided an extensive list of FAQ
On this page:
Support scheme:
- Answer to request during the business day via mail/forum
- Adding requested functions to next release based on customer requests
- Making intermediate patches for developers
What kind of problem you have?
Installation
Please send this problem info to [email protected], and we will help you.
| Information | How to get it | Command text | Result example |
|---|---|---|---|
| 1. System report | How to create system report | - | flashphoner.report |
| 2. Installation log | Copy logs during installation process | - | - |
Calls establishing
Please send this problem info to [email protected], and we will help you.
Please, before sending report, make sure, it is Flashphoner related issue.
Try to reproduce the issue with another softphone (xlite or linphone or ekiga etc).
If this issue reproduced with other softphone , it is not Flashphoner-related issue.
Example: if Flashphoner could not register on your voip server, try to do it with another softphone.
| Information | How to get it | Command text | Result example |
|---|---|---|---|
| 1. System report | How to create system report | - | flashphoner.report |
| 2. Flashphoner client name | Check the name of the page where error occured | - | Phone.html |
| 3. VoIP server name, version | Check name and version of IP PBX software what you use | - | Asterisk 1.6.2 |
| 4. VoIP server config | Check configuration files of your IP PBX | - | "sip.conf", "extensioins.conf" configs for Asterisk |
| 5. SIP client | Check name and version of your SIP client | - | Bria 2.5 |
| 6. SIP client codecs | Check what codecs enabled in your SIP client | - | alaw, ulaw, h263+ |
| 7. tcpdump log | Configuring tcpdump logs |
- | - |
| 8. Wowza log | Configure server logs |
- | - |
| 9. Flashphoner client config |
Copy and past flashphoner.xml |
- |
- |
Audio/Video quality
Please send this problem info to [email protected], and we will help you.
| Information | How to get it | Command text | Result example |
|---|---|---|---|
| 1. System report | How to create system report | - | flashphoner.report |
| 2. Flashphoner client | Check the name of the page where error occured |
Phone.html | |
| 3. VoIP server name, version | Check name and version of your IP PBX |
- | Asterisk 1.6.2 |
| 4. VoIP server config | Check configuration files of your IP PBX |
- | "sip.conf", "extensions.conf" configs for Asterisk |
| 5. SIP client | Check name and version of your SIP client |
- | Bria 2.5 |
| 6. SIP client codecs | Check what codecs enabled in your SIP client |
- | alaw, ulaw, h263+ |
| 7. tcpdump log | Configuring tcpdump logs |
flashphoner.pcap | |
| 8. Wowza log | Configuring server logs | - | flashphoner.log |
Building client sources
Please send this problem info to [email protected], and we will help you.
| Information | How to get it | Result example result |
|---|---|---|
| 1. Flex SDK version | Check version of your Flex SDK | 3.4 |
| 2. Flex IDE name, version | Check name and version of your Flex IDE | FlexBuilder 3 (build 3.0.2.214193) |
| 3. Flex/Flash building errors | Check error log in your Flex IDE interface | - |
Building server sources
Please send this problem info to [email protected], and we will help you.
| Information | How to get it | Result example |
|---|---|---|
| 1. Java IDE version | f.e. Idea 9 or Eclipse 3.3 | Idea 9.0.1 Build #IU-93.94 |
| 2. Java compilation errors | error description | - |
| 3. Developer JDK version | Check version of your JDK | 1.6.0_21 |
Perfomance (server breaks, CPU/Memory usage)
Please send this problem info to [email protected], and we will help you.
| Information | How to get it | Command text | Result example |
|---|---|---|---|
| 1. System report | How to create system report | - | flashphoner.report |
| 2. Flashphoner client | Check the name of the page where error occured | - | Phone.html |
| 3. VoIP server name, version | Check name and version of IP PBX software what you use | - | Asterisk 1.6.2 |
| 4. VoIP server config | Check configuration files of your IP PBX | "sip.conf", "extensions.conf" configs for Asterisk | |
| 5. Usage server resources info | Run command | $ top | top - 02:56:39 up 7 days, 19:35, 1 user, load average: 0.00, 0.02, 0.00
Tasks: 27 total, 1 running, 26 sleeping, 0 stopped, 0 zombie
Cpu(s): 0.0%us, 0.0%sy, 0.0%ni,100.0%id, 0.0%wa, 0.0%hi, 0.0%si, 0.0%st
Mem: 1572864k total, 1015804k used, 557060k free, 0k buffers
Swap: 0k total, 0k used, 0k free, 0k cached
PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
1 root 18 0 10352 744 624 S 0.0 0.0 0:02.01 init
3410 apache 15 0 248m 11m 3292 S 0.0 0.8 0:00.41 httpd
7529 apache 15 0 248m 11m 3380 S 0.0 0.8 0:00.43 httpd
...
...
|
| 6. JMX console screens |
1. Main tab (memory, cpu, threads, classes) 2. JVM tab 3. Mbean tab - number of connects Learn more about it: JMX Overview, Sample Java class... |
- | - |
| 7. Wowza log | Configuring server logs | - | flashphoner.log |
| 8. tcpdump log | Configuring tcpdump logs |
flashphoner.pcap | |
| 9. Bandwidth Flashphoner - VoIP | Check Download and Upload bandwidth between Flashphoner server and VoIP server | Download 4 Mbps, Upload 2 Mbps | |
| 10. Bandwidth Flashphoner - clients | What mean bandwidth between Flashphoner-server and Flash - clients? | Download 10Mbps, Upload 5 Mbps |
How to create system report
There are two ways of creating system report:
Authomatic
Download and execute reporting script:
$wget http://flashphoner.com/downloads/create_report.sh $chmod +x create_report.sh $./create_report.shFile flashphoner.report will be created. Please send it to [email protected]
Manual
Execute such commands and save results in the text file:
$uname -a $cat /proc/version $java -version $ls -l /usr/local | grep Wowza $cat /usr/local/WowzaMediaServer/bin/setenv.sh $cat /usr/local/WowzaMediaServer/conf/flashphoner.version $cat /usr/local/WowzaMediaServer/conf/flashphoner_patch.version $cat /usr/local/WowzaMediaServer/conf/flashphoner.properties $cat /proc/cpuinfo
Please send result file to [email protected]
