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What to include when reporting
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a technical issue
This section describes the information that must be included when reporting any issues to the technical support. Depending on the type of issue, the required information is different. Additional information may be requested by the technical support afterwards.
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Atheos Gateway could not deliver the configuration
The artifacts to join to the incident report are:
Any messages exchanged between the POI and AtheosGateway. Their location and an example are given below.
The Atheos Gateway logs. Atheos Gateway logs. Their location and an example are given below.
POI Configuration
The artifacts to join to the incident report are:
The POI configuration files. The complete structure shall be included with the incident report. Their location and an example are given below.
The POI doesn’t get configuration even if it has received its configuration
POI Configuration
The artifacts to join to the incident report are:
The POI configuration files. The complete structure shall be included with the incident report. Their location and an example are given below.
The POI crashes when it receives its configuration
It is probably caused by a faulty configuration. So, include the following to the incident report.
If your installation has more than one AtheosGateway, include the artifacts of all them with the incident report.
POI Configuration
The artifacts to join to the incident report are:
The POI configuration files. The complete structure shall be included with the incident report. Their location and an example are given below.
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This log is located generally on each AtheosGateway instances in the directory /var/log/amadis. Its file name is AtheosGWController.log. If your installation has more than one AtheosGateway, include all of them with the incident report.
If your installation has more than one AtheosGateway, include the artifacts of all them with the incident report.
The content of this log among other things will contains lines like
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If your installation has more than one AtheosGateway, include the artifacts of all of them with the incident report.
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If your installation has more than one AtheosGateway, include the artifacts of all of them with the incident report.
If no messages are found, send the content of the directory structure typically found in /home/amadis/files . They may be “stuck” into this directory structure.
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Atheos Gateway logs
The Atheos Gateway logs contains the connection log with the POIS. It is typically found in the /var/log/amadis directory structure. Their naming convention is atheosgw.log.*. Include all the relevant files in the incident report.
If your installation has more than one AtheosGateway, include the artifacts of all of them with the incident report.
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2020-08-04 12.07.35 I Atheos Gateway 02.01.05 started using configuration /etc/amadis/atheosgw.conf 2020-08-04 12.07.35 I Copyright ©2005-2020 - 9164-4187 QUEBEC INC (“AMADIS”), All Rights Reserved 2020-08-04 16.40.01 I Accepted a connection from 70.80.252.205, port 3992 2020-08-04 16.40.01 I Connection closed by peer 70.80.252.205, port 3992 2020-08-04 16.40.01 I Closing the connection with 70.80.252.205, port 3992 2020-08-04 16.40.23 I Accepted a connection from 70.80.252.205, port 56200 2020-08-04 16.40.23 I Connection closed by peer 70.80.252.205, port 56200 2020-08-04 16.40.23 I Closing the connection with 70.80.252.205, port 56200 2020-08-04 16.43.58 I Accepted a connection from 70.80.252.205, port 41903 2020-08-04 16.43.59 I Connection closed by peer 70.80.252.205, port 41903 2020-08-04 16.43.59 I Closing the connection with 70.80.252.205, port 41903 2020-08-04 16.46.26 I Accepted a connection from 70.80.252.205, port 48512 2020-08-04 16.46.26 I Connection closed by peer 70.80.252.205, port 48512 2020-08-04 16.46.26 I Closing the connection with 70.80.252.205, port 48512 2020-08-04 17.10.33 I Accepted a connection from 70.80.252.205, port 58263 2020-08-04 17.10.33 I Connection closed by peer 70.80.252.205, port 58263 2020-08-04 17.10.33 I Closing the connection with 70.80.252.205, port 58263 |
POI configuration files
The POI configuration files are typically found in the directory /home/amadis/poi/????? where ????? is the POI ID. The complete structure shall be included with the incident report.
If your installation has more than one AtheosGateway, include the artifacts of all them with the incident report.
It contains 2 sub-directories with files having the date and time as the filename and an .FIN extension. They contain some XML fragment as shown below.
MgtPlan subdirectory
A typical file looks like:
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<DataSet><Id><Nm>Management Plan</Nm><Tp>MGTP</Tp><Vrsn>2021-01-28 21:49:45</Vrsn><CreDtTm>2021-01-28T21:52:01</CreDtTm></Id><Cntt><Actn><Tp>DWNL</Tp><TermnlMgrId><Id>ATHEOS-TMS</Id><Tp>MTMG</Tp></TermnlMgrId><D
ataSetId><Tp>PARA</Tp><Vrsn>2021-01-28 21:49:45.FIN</Vrsn><CreDtTm>2021-01-28T21:52:01</CreDtTm></DataSetId><ReTry><Dely>00000001</Dely><MaxNb>3</MaxNb></ReTry><Trggr>MANU</Trggr></Actn></Cntt></DataSet> |
Param subdirectory
A typical file starts with:
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<DataSet><Id><Tp>PARA</Tp><Vrsn>2021-01-28 21:49:45</Vrsn><CreDtTm>2021-01-28T21:52:01</CreDtTm></Id><POIId><Id>SOFT0003</Id><Tp>OPOI</Tp><ShrtNm>SoftPOI #3</ShrtNm></POIId><Cntt><RplcCfgtn>true</RplcCfgtn><Mrch
ntParams><ActnTp>UPDT</ActnTp><MrchntId>00000NEXOMER001</MrchntId><Vrsn>2021-01-28 21:49:45</Vrsn></MrchntParams><TMSPrtcolParams><ActnTp>UPDT</ActnTp><TermnlMgrId><Id>ATHEOS-TMS01</Id></TermnlMgrId><MntncSvc>MT
MG</MntncSvc><Vrsn>2021-01-28 21:49:45</Vrsn><HstId>TMS001</HstId></TMSPrtcolParams><HstComParams><ActnTp>UPDT</ActnTp><HstId>TMS001</HstId><Adr><Adr><NtwkTp>IPNW</NtwkTp><AdrVal>51.79.49.100:1054</AdrVal></Adr>
</Adr></HstComParams> |