In all cases, contact your supplier for product support. Ingate customers who require support services should obtain a support contract, also available through the vendor, reseller or distributor. Users with a support contract are welcome to contact Ingate's support desk with any questions or issues regarding Ingate products.

You can prevent most SIP problems when you run the Startup Tool TG (SUT-TG) first.

Most support errands are resolved by reading or searching our manuals.

Did you forget your admin password? Then check our How to section.

The key to a rapid response is preparation

Before contacting support regarding SIP, the following are requirements:

1. Do not reboot the unit if you still have access to the GUI. Take a support report from the unit before you reboot it when it appears as though your only option is to reboot the unit.

   Why?

   The most helpful debug and kernel data is not yet retained across reboots - this is lost at reboot.

2. Set the Ingate time-zone+time (NTP server) accurately – Why?

   – log references are time-based. Unless time is set, you find zero events. Time stamps in captures and logs wont match.

   How?

   – Log in, → → select your time zone then → then or use NTP.

3. Stop other traffic through the Ingate – Why?

   – the logs are one consecutive stream. Reducing input accelerates problem isolation. This slows you down, and solutions you need. If the problem only occurs under load – perform the scenario under load.

4. Note the (start) time at the bottom of the page. Start a packet capture on the Ingate (and other end points) - Why?

   – a capture only helps to see what traffic does (not) pass through the Ingate, and is usually not necessary. However, captures+logs of the same call are necessary – if they aren't the same call, call-IDs and checksums differ.

   How?

   – Log in, → → at the bottom: → .

5. Complete the call, or stop the network activity.

6. Stop the packet capture on the Ingate, and note the (end) time at the bottom of the page. Save the capture locally, zip it up, or save using the gzip compress option in Wireshark – How?

   – Log in, → → at the bottom: → → After download, most capture files compress quite well.

7. Export a support report – How?

   Note: Do not export or attach CSV logs unless asked to do so.

   – Log in, , then the tab.

   
   -If no SIP call data is present or required, skip the time limits, and go directly to the "support report" section of the logging page.

   -Under Time limits - enter the start (point 3) and end (point 5) times you noted above. An empty date field means “today”

   Time Limits
   Show log from:
   date (YYYY-MM-DD)	time (HH:MM:SS)
   Show log until:
   date (YYYY-MM-DD)	time (HH:MM:SS)

   -Under Show this select none then SIP for SIP calls

   -Under Search the Log select

   If the expected SIP call displays (or SIP is not required): under "Support Report" include the configuration, choose "export support report".
   Do not attach a CSV log by pressing "export log" under "export the log" at the bottom. They are not required for support - as logs are already included in the report.

   If nothing displays: date or time is wrong, or the log has already purged (common on busy S21 models with limited memory). Check times, dates, or re-do the scenario.

   
   

8. What is your Ingate serial number? Where and When did you purchase it?

9. List each IP (phones, pbx, itsp etc) on a network diagram including all and any gateways necessary to reach an endpoint.

   

   Why?

   - a diagram greatly accelerates the visualisation of the problem, gives an overview of the setup and can often reveal connection or routing errors.
   A picture speaks a thousand words. Why type when you can draw?
   Hand drawn diagrams are fine. A vector based PDF is preferred, then JPG or PNG.

10. Detail the SIP call – Who? What appened? What did you expect? Where? When?

11. Send the support report+packet capture+network diagram to one of the below Ingate centres. Too big?

    Contact support and notify us of this and we can arrange FTP upload - dropbox links are also acceptable.

In cases where onsite assistance is necessary, Ingate can dispatch a technician. Technician hourly and travel rates are not included in the support contracts included with the purchase of any Ingate product. These fees are determined on a case-by-case basis.

For non-support related information about Ingate Systems, please contact us.