Technical data

105
The troubleshooting section is divided into two sections. The first section deals with general installation problems
that can occur, and outlines the steps to take to report the problems, if they do occur, to the Dialogic Customer
Support. The second section deals with test tools that allow you to verify board configuration and to investigate
connectivity problems, should they occur.
If you have any problems loading the Dialogic
®
Diva
®
System Release software driver modules, (you do not see
the divadidd, divas, diva_idi, kernelcapi, divacapi, capi, or Divatty modules listed when you execute the lsmod
command) or if your computer crashes or freezes after you have loaded the drivers, use the Dialogic
®
Diva
®
Support Wizard. To start the Diva Support Wizard, execute /usr/lib/opendiva/divas/Support. The Diva
Support Wizard allows you to select a problem profile and guides you through the maintenance process.
If you observe a total system failure and the Diva Support Wizard is not able to proceed until the end, then
restart the Diva Support Wizard and select problem profile number 5. In this mode, the Diva Support Wizard
captures system information that allows the Dialogic Customer Support personnel to replicate your system
environment. For this operation, your system should have at least 50 MB of free disk space.
The Diva Support Wizard will create a report file and inform you about the location and the name of the file. Add
this file together with a detailed problem description to your support request.
If application problems occur, for example, you cannot connect to a specific number, the application returns an
error, the application does not receive notifications of incoming calls, or any other failure at the application
layer, Dialogic
®
Diva
®
Media Board and driver debug traces are required to analyze the problem.
To create the required driver trace files, execute the following command: /usr/lib/opendiva/divas/Trace,
select the appropriate trace profile and activate the trace daemon.
To stop the Diva Trace Wizard, execute /usr/lib/opendiva/divas/Trace again and select Stop trace daemon
and compress trace file. The Diva Trace Wizard will inform you about the location of the trace file.
You can use /usr/lib/opendiva/divas/divactrl ditrace -i ditrace.bin >tracefile.txt to convert the
binary trace file into a text file.
Troubleshooting
Support procedure
Dialogic® Diva® Trace Wizard