Collecting Logs for 3CX Support

When troubleshooting an issue, the 3CX Support Team may ask you to generate the support files. These files contain information about the environment 3CX Phone System is operating in, and other information which would help 3CX Support troubleshoot further.

The following procedure explains how to generate the support files the 3CX Support Team requires to troubleshoot issues.

Activity log settings in 3CX Management Console

  1. From the 3CX Phone System Management Console go to “Dashboard” > “Activity Log” > “Settings”, ensure that the “Logging Level” is configured to Verbose and that the “Keep backup of log files” option is enabled.
  2. In the 3CX Management Console, go to “Dashboard” > “Services” and restart the “3CX PhoneSystem 01 Configuration Server” service. This triggers the 3CX services to restart. Wait for 5 minutes to ensure that all services have been restarted and that the processes initialize correctly.
    ⚠     Important:
  • Restarting the services will clear out any existing logs!
  • During this time, any active calls will be dropped.
  1. 3CX Support may also ask you to reproduce the problem while capturing network traffic using the built-in Packet Capture utility. This should be done before generating the support files so that the network capture can be correlated with the 3CX Phone System log files. Check this article for more information on how to capture network traffic.
  2. Reproduce the issue, noting were applicable this information:
  • Called number.
  • Calling number.
  • Extension numbers.
  • Any other entities, internal or external involved in replicating the issue.
  • The exact time the issue was replicated, based on the time on the server running the 3CX Phone System.
  • The route taken by the call.
  • Any other information you think could be relevant.

Generating Support Info with 3CX

  1. Log in to the 3CX Management Console and from the top menu bar select “Support” > “Generate Support Info”.
  2. You will be notified via Pop up that the Generation of support info has started and that an email will be sent to the admin when the generation of the support info file is complete. You may press “OK” and continue from this point on.
  3. An email with a download link for the support information will be dispatched to the system administrator’s email address. Use the download link to download the support info file.
    💡     Important: The support file can only be downloaded once and is then automatically removed by the system. Do not provide us with the download link that you received in the support generation email. Download the file, save it in a safe location and proceed to the next step.
  4. Update the support ticket with any relevant information collected while reproducing the issue.
  5. Attach to the ticket the support ZIP file that you have downloaded and any other relevant files, such as the network capture file.
  6. Finally, make sure you disable the “Keep backup of log files” option and set the “Logging Level” back to its original setting.

Last Updated

This document was last updated on 15 November 2019

https://www.3cx.com/docs/collecting-logs-for-3cx-support/