Adobe Connect Support Blog

November 19, 2013 /General /

Pulling Applicable Logs for Telephony / UV Issues

Typically when on-premise Adobe Connect customers experience telephony issues or UV related issues in their Adobe Connect Meeting rooms, Adobe Support will request specific logs from the customer’s environment.  These logs may come from different places depending on your Connect deployment.  Below is a good guide to understand how to grab just the applicable logs that Connect Support will need.

Typically, for telephony or UV issues these logs will be:

  • application.log
  • core.log (for FMG/UV if applicable)
  • SipLog (for FMG/UV if applicable)
  • TelephonyService.log

and any of the following (‘adaptor logs’ as I’ll refer to it as in this article), depending on the Telephony Integration/Provider you are using:

  • Arkadin_Adaptor.log
  • Intercall_Adaptor.log
  • MeetingOne_Adaptor.log
  • MeetingPlace_Adaptor.log
  • Premiere_Adaptor.log
  • Premiere_EMEA_Adaptor.log

One thing to understand is that if you have a ‘cluster’ of Adobe Connect origin servers, your telephony services for the meeting in question may or may not open on the same server as the meeting itself.  So you could have a meeting running on one node in the cluster, while the actual telephony services are running on another.  Also, if you are running an FMG server (for UV), the FMG services may or may not be on the same server that is running the actual meeting.

Here’s how to collect the applicable logs to submit to Adobe Support if they request the ‘telephony’ logs for a meeting:

For Adobe Connect 9.x:

Application.log (also sometimes referred to as the ‘Meeting log’)

This is the log that contains all the logging for the meeting itself.  It will contain the telephony service connection in which you can identify what server the telephony services actually connected on.  It will also tell you  (if applicable) what server the FMG connection happened on.  This log will also show all the user activity in the meeting (including phone numbers, etc.). This is very crucial for Adobe to obtain when troubleshooting an audio issue in an Adobe Connect Meeting.

It is located in: [Root Connect Install Directory]\logs\support\apps\_defaultVHost_\meetingas3app\7\{sco-id} where ‘sco-id’ is the actual numeric value of the Meeting room’s sco-id.

To find the sco-id of the meeting room, you can log into Adobe Connect’s web manager and navigate to the Meeting Information page in the UI.  The URL of that page will look something like this:

http://myConnectURL/admin/meeting/sco/info?account-id=7&principal-id=11033&sco-id=11115&tab-id=11003

(where the values for principal-id, sco-id-, tab-id are obviously just example values for the sake of this article)

The ‘sco-id‘ from that URL will be the name of the folder you are looking for in the above directory for finding the application.log.

Note: If you have a cluster for Adobe Connect that contains multiple servers, you may have to search every server in the cluster for this file.  You may also notice that if the meeting room in question is used over and over, it will open eventually on all the servers in the cluster, so you may in fact have the sco-id folder present on more than one (or all) of the servers, but the actual application.log for the session you are looking for will only be on one server.  Each session will get it’s own Application.log.  So you will see multiple (eventually) versions of the application.log in this folder over time.  You need to look at the timestamp of the logs to make sure you are getting the right one for the day/time the session in question occurred.  Once you identify the right application.log for the meeting session in question, you need to open it up and look for the following logging looking similar to this:

(you can search the log for the values in red):

2013-11-19	10:21:32	94648	(s)2641173	get-telephony-service API result obtained.	-
2013-11-19	10:21:32	94648	(s)2641173	get-telephony-service API successful	-
2013-11-19	10:21:32	94648	(s)2641173	  .get-telephony-service result object:  [Object]	-
2013-11-19	10:21:32	94648	(s)2641173	    \\	-
2013-11-19	10:21:32	94648	(s)2641173	    .host [Object]	-
2013-11-19	10:21:32	94648	(s)2641173	        \\	-
2013-11-19	10:21:32	94648	(s)2641173	        .external-name [string]= connect01.mycompany.com	-
2013-11-19	10:21:32	94648	(s)2641173	        .ip [string]= 10.11.123.44	-
2013-11-19	10:21:32	94648	(s)2641173	        .name [string]= connecthost01	-
2013-11-19	10:21:32	94648	(s)2641173	        .service-host-id [string]= 15647477	-
2013-11-19	10:21:32	94648	(s)2641173	    .subcode [undefined]	-
2013-11-19	10:21:32	94648	(s)2641173	    .code [string]= ok	-
2013-11-19	10:21:32	94648	(s)2641173	hostName: connecthost01, hostIp: 10.11.123.44	-

where the hostName will be the server in which the telephony services opened on.  The logging snippet will contain that hostName and the hostIP as well as the external name (FQDN) of that meeting server.  The above examples in BLUE are just merely generic values for the sake of this article.

** IF applicable (if you are using UV), also look for the following (you can search the log for the values in red):

2013-11-19	10:21:44	94648	(s)2641173	FMGServiceConnector.asc:: get-fmg-service API onResult obtained	-
2013-11-19	10:21:44	94648	(s)2641173	FMGServiceConnector.asc:: get-fmg-service API successful	-
2013-11-19	10:21:44	94648	(s)2641173	FMGServiceConnector.asc:: fmgHostName=fmghost02, fmgHostIp=10.11.123.456	-
2013-11-19	10:21:44	94648	(s)2641173	FMGServiceConnector.asc:: FMG client has already connected, connected ip= 10.11.123.456	-
2013-11-19	10:21:44	94648	(s)2641173	FMGServiceConnector.asc:: Setting connected fmg ip:10.11.123.456	-
2013-11-19	10:21:44	94648	(s)2641173	FMGServiceConnector.asc:: fmgHostName saved = fmghost02	-

where the fmgHostName and fmg ip address will be visible.  The above examples in BLUE are just merely generic values for the sake of this article.

Once you identify the server the Telephony Services opened on (and if applicable, UV), move on to getting those logs…

TelephonyService.log

This is the log that contains all the logging for the Adobe Connect Telephony Services.

It is located in: [Root Connect Install Directory]\Breeze\logs\telephony

Note: If you have a cluster for Adobe Connect that contains multiple servers, refer to the info above on making sure you know what server to pull this log from.

{XXXXX}_Adaptor.log

This is the log (depending on your telephony provider) that includes all the logging for the communication between Adobe Connect and the telephony provider’s bridge.  It will contain the communication back and forth and the messages sent to and from the telephony provider using that provider’s API, as well as applicable responses. The ‘XXXXX’ value in the name will obviously be the name of the provider (e.g. Arkadin, PGI, Intercall, etc.).

It is located in: [Root Connect Install Directory]\Breeze\logs\telephony

Note: If you have a cluster for Adobe Connect that contains multiple servers, refer to the info above on making sure you know what server to pull this log from.  It will be the same server that the TelephonyServices.log will come from.

Of course in some circumstances, Adobe Support will also need to work with the telephony provider to obtain logging from their side, should the Adobe Connect logs not yield enough data to continue with the investigation.

core.log 

This is one of two applicable FMG related logs.  If you are using UV, this will be necessary to obtain for support to review the FMG logging.

It is located in: [Root Connect Install Directory]\Flash Media Gateway\{FMG version}\log

Note: If you have a cluster for Adobe Connect that contains multiple servers, refer to the info above on making sure you know what server to pull this log from.

SipLog (this will be date/timestamped in the actual name of the log)

This will be the log that will contain the communication between FMG and the SIP server/service.  If you are using UV, this will be necessary to obtain for support to review the FMG logging.

It is located in: [Root Connect Install Directory]\Flash Media Gateway\{FMG version}\log

Note: If you have a cluster for Adobe Connect that contains multiple servers, refer to the info above on making sure you know what server to pull this log from.

General

Jim Johnson

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