12. Troubleshooting

This section deals with troubleshooting connectivity and other issues.

Issue: Cannot connect to CIAI. Error message: “Add Error: Failed to contact destination”.

Action: Verify whether the recorder can access CIAI on port 4024.

1. Navigate to Web Configuration Manager on the source recorder, and under Utilities ‣ Network Utilities,

2. From the Command drop-down menu, select Netcat.

3. Enter the relevant values for the following fields:

   • IP Address: <Enter the customer’s domain address>. (EC provides the customer with a domain name rather than an IP).

   • Netcat Protocol: Select TCP.

   • Netcat Port: <The server port accepting the TCP Connection>. Type 4024.

   • Netcat Hello String: <Optional field. Leave blank>.

   

   Fig. 12.1 Executing the Netcat Command

4. Select Execute Command.

   • If the source recorder can successfully reach port 4024, a success message is returned with a return code of 143.

Fig. 12.2 Success Return Code

• If no connectivity exists, the page gives a return code of 1.

Fig. 12.3 Failure Return Code

If the recorder cannot reach the CIAI service on port 4024, verify that the IP address returned from Network Utilities matches the IP the customer has provided, by following these steps:

1. From the Command drop-down menu, select Get Recorder’s Public IP and then select Execute Command.

   

   Fig. 12.4 Getting the Recorder’s Public IP

The results will return the recorder’s IP address just above the return code.

Fig. 12.5 Displaying the Recorder’s Public IP

If the provided IP address does not match:

1. Have the customer provide the correct IP address and then contact Eventide Communications to have them whitelist it in AWS.

2. Once EC confirms (by email) that the IP has been whitelisted, again select Get Recorder’s Public IP, and then select Execute Command to confirm that the correct recorder IP is now updated and displayed.

3. Try to re-connect.

If the provided IP address and other configuration settings are correct, troubleshoot internet connectivity, i.e., cables and networking devices.

Issue: Connectivity to CIAI is established, but the source recorder is not transferring recordings.

Action: If the CloudSync connection indicates that the recorder is processing the call transfer, but no calls are being transferred:

1. Check the time on both the source recorder and the CIAI machine.

2. Make sure they both display the same time and/or time zone.

3. If the time and/or time zone do not match, correct the time and/or date on the source recorder to match that of the CIAI machine and attempt to re-connect. If the time and time zone match, initiate a packet capture from the source recorder.

To initiate a packet capture:

1. From Utilities → Network Utilities, select :guilabel:Packet Capture`.

2. On the Packet Capture page, in the Ethernet Device field, select the correct Ethernet device that will be listening on the network from which the recorder will be sending traffic.

3. To start a packet capture of all traffic being received on the device, leave the Packet Filter (BPF) field blank and select Start Capturing.

   

   Fig. 12.6 Performing a Packet Capture

4. After some time, select Stop Capturing.

   

   Fig. 12.7 Stopping the Packet Capture

5. Select Export Capture File. This action will download the capture file (extension .pcap) to your Downloads folder.

   

   Fig. 12.8 Exporting the Packet Capture

6. Open the capture file in a packet capture program (e.g. Wireshark) and inspect the capture output for packet issues.

7. Optionally, in the Packet Filter (BPF) field, you can enter specific commands using advanced filtering options to filter the packet capture based on traffic type.

   

   Fig. 12.9 Entering Commands in the Packet Filter (BPF) Field

If these steps do not resolve the issue, you may need to contact your IT support for further troubleshooting steps. If required, report any error messages to Eventide Communications.