![]() ![]() Make sure Zoiper is not running, start Wireshark, select the currently active network interface and start capturing. Note that Wireshark requires to be started as super user in order to capture the interface, or follow the Wireshark manual about how to allow unprivileged users to do it instead. Here is our basic PDF tutorial about how to make a packet capture: You could either use an application like Wireshark or run the tcpdump command in the terminal.Ī) Creating a packet capture file by using Wireshark If you do not need the debug logger ON, you can disable it by using the Settings window -> Help/About -> Click on Enable debug log and turn off the debug logger. ![]() When the issue is recreated, exit Zoiper to make sure that the log contains only relevant information. You can access it by opening the a File explorer (thunar, nautilus, konqueror) and opening your home folder. Open the Settings window by clicking the button on the main Zoiper screen and Help/About Ī file named logfile_XXXXX_YYYYY.txt will be created in the home folder for the currently logged linux user.Note: Before preparing a set of log files, make sure that all non-strictly required settings such as STUN, Rport, KPML, MWI, Presence, etc. strace - contains very useful information in case Zoiper behaved unexpectedly.If the files are too large to be sent by email, upload them to your dropbox / googledrive / cloud account and send the download link to our support team. Note that you will need to attach the file to your email as a plain attachment or in a zip archive. Open a file browser, type %localappdata% in the address bar, press Enter, then find the Zoiper5\User Data\Crashpad\reports folder. It is located in the %localappdata%\Zoiper5\User Data\Crashpad\reports\ folder for the user that started Zoiper. Right click on Zoiper, then select " Create dump file".Īfter the file is created you will need to save it to a safe location.Ī crash log is usually created automatically. Right click on the Windows taskbar -> Task manager -> select Processes -> More details Send this file to us along with a debug log file from the same session.Ī dump file would provide valuable information in case Zoiper froze in the middle of an action. When done, exit Zoiper, then stop capturing and save the capture as a file. ![]() Then start Zoiper and recreate the issue. Make sure Zoiper is not running, then start Wireshark, select the currently active network interface and start capturing. Here is our basic PDF tutorial about how to make a packet capture. Wireshark documentation is available here: Wireshark is a useful tool for taking packet captures and network monitoring. To create the packet capture file you could use an application like Wireshark. The capture contains information about account registrations, configuration details, etc. If you do not need the debug logger ON, you can disable it by using the Settings -> Help/About -> Diagnostic -> Enable Debug log window.Ī packet capture log file is required so our developers could follow the network packets sent and received by Zoiper. When the issue is recreated, please exit Zoiper to make sure that the log contains only relevant information. Then open the folder named Zoiper5 and locate the log file.It is C:\Program Data for some Windows flavors. now exit the softphone and then start it again to create the log file.Ī file named logfile_XXXXX_YYYYY.txt will be created in the Application Data\Zoiper5 folder for the currently logged user.press " close" or " back" to go back and save the changes.click on the checkbox to activate the Debug logger.Open the Settings window by clicking the button on the main Zoiper screen and Help/About -> Diagnostic.Turn ON the debug logger by using the Settings window: It is usually required by our developers for their investigation. It contains detailed information about the events that took place, such as account registration, network status, configuration status, etc. are disabled.Ī debug log is created only if the debug logger is ON. Usually a packet capture file is always requested along with a debug log file. Other log files, that are not listed here, may also be requested by our Support team.crash log - contains valuable information in case Zoiper crashed in the middle of an action.dump file - creates a dump in case Zoiper's interface froze.packet capture log - contains information about the network packets sent to and by the softphone.debug log - contains general information about the events taking place and the softphone configuration.There are different log files that might be required for a successful investigation. ![]()
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