# Yealink Management Cloud Service(YMCS)_User Guide.pdf - Pages 201-220

**Source:** Yealink Management Cloud Service(YMCS)_User Guide.pdf
**Pages:** 201-220 of 953
**Chunk:** 11

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    Yealink Management Cloud Service(YMCS) U...

Conditions to Trigger Alarm Events

Alarm           Trigger                 Troubleshooting methods
events          conditions

Poor call       Average call delay      - Please check whether the network
quality         > 500ms; average        condition is normal.
                call packet loss >
                10%;average call
                jitter > 30ms.

Register        The device failed       - Please check if the account password is
failure         to register.            correct.
                                        - Please check whether the server
                                        configuration and the port information are
                                        correct.
                                        - Please check whether the server can
                                        respond normally.

Offline         The device is           - Please check whether the network
                offline for more        connection of the device is available.
                than 5 minutes.         -Check that the device is connected to the
                                        server.

DECT            DECT Manager is         None
Manager         unavailable.
backup

Base            The base is             None
backup          unavailable.

Base            Base sync failed.       None
status
abnorma
l

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Handset         Handsets are            - Make sure that the handset is within the
offline         offline.                connection range.
                                        - Please check if the handset has enough
                                        power.

Handset         When the handset        - Please check if the handset power is
low             is not in charging      sufficient and charge it in time.
power           mode, it will
                trigger alarms
                when the battery
                level is below 60%,
                40%, and 20%.

Handset         The handset is out      - Make sure that the handset is turned on.
turned          of power or             - Please check if the handset has enough
off             remains in the off      power.
                state even after
                long-pressing the
                power button.

Handset         The handset is out      - Please check if the handset is too far away
status          of signal range, the    from the base.
abnorma         battery has been        - Please check if the handset signal
l               disconnected, or        strength is normal.
                the signal is weak.     - Please check if the handset has enough
                                        internal.

Firmware        Firmware upgrade        - Please check whether the firmware
upgrade         failed due to           matches with the device.
failure         wrong path,             - Please check whether the firmware file is
                invalid rom file,       corrupted.
                version mismatch        - Please check whether the firmware has
                with device model,      software protection.

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             same version with
             the current
             version, different
             OEM version,
             verification failure,
             etc.

Configura    It is caused by the     - Please check whether the configuration
tion         failure of              file is normal and free of messy codes.
update       downloading and         - Please check the configuration file format
failure      decrypting the          and make sure that the file should be
             configuration file,     started with #!version:1.0.0.1.
             etc.

Base         Base firmware           - Please check whether the firmware
upgrade      upgrade failed.         matches with the device.
failure                              - Please check whether the firmware file is
                                     corrupted.
                                     - Please check whether the firmware has
                                     software protection.

Handset      Handset firmware        - Please check whether the firmware
upgrade      upgrade failed.         matches with the device.
failure                              - Please check whether the firmware file is
                                     corrupted.
                                     - Please check whether the firmware has
                                     software protection.

Call         Failed to establish     - Please check if the number you are calling
failure      a call (exclude         exists.
             cases where the         - Please check whether the network
             call is not             condition is normal.
             established due to

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                hang-up, rejection,
                no answer, etc. on
                the other end).

 Handset        Handset call            - Please check if the number you are calling
 call           failure.                exists.
 failure                                - Please check whether the network
                                        condition is normal.



Diagnosing Devices

Start Diagnosing
Diagnose a Single Device
Prerequisites
The device status needs to be online.

Procedure
1. Sign in to YMCS.
2. Do one of the following:
    Click Phone Device > Alarm > Diagnosis, enter the MAC/internet IP/device ID of the
    device, and click Start.




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    Click Phone Device >Device > Device List. Click Diagnosis on the right of the desired
    device.
    Click Phone Device > Alarm > Alarm List. Click Diagnosis on the right of the desired
    device.



Diagnose Multiple Device
Prerequisites
  The device status needs to be online.
  You can diagnose up to 5 devices at the same time.
  Simultaneous diagnosis of multiple devices is unavailable to MVC, RoomCast, RoomPanel,
  and USB devices.

Procedure
1. Sign in to YMCS.
2. Do one of the following:
    a. Click Phone Device > Alarm > Diagnosis.
    b. Click Add, enter the MAC/internet IP/device ID of each device, and click Start.




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    Click Phone Device >Device > Device List. Select no more than 5 devices and click
    Diagnose.



Diagnosing Methods
Export the Packets, Logs, and Configuration Files by One Click
Introduction
You can use the one-click export feature to export the packets, logs, and
configuration files of one or multiple devices at the same time and get
information from them to locate and analyze problems with the devices.

Prerequisites
The device owner sets the one-click export request as Allowed; if the device
owner sets the request as Unauthorized, you need to wait for the device owner's
consent after each request you initiate.

Procedure
1. On the device diagnostics page, click One-Click Export.
2. Set parameters and click Export. For more information about packet strings, see
  commonly used packet strings.

  💡   NOTE
      You can enter the string only when you select Customize from the drop-down menu of the

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       Capture Type. Besides, if you do not enter the string, the system will capture all the data
       packets.




3. Diagnosis begins.

  💡    NOTE
            If the device owner sets the one-click export request as Allowed, you can start
            immediately.
            If the device owner sets the request as Unauthorized, you need to wait for the
            device owner's consent before starting.

4. Please contact the device owner to reproduce the steps that cause the issue.
5. Click Finish.

  💡    NOTE
       If it takes more than 1 hour to capture packets, the packet capturing will be automatically
       ended.


6. If the page prompts "Diagnosis completed", it is finished.
7. You can view and download files in the history list.




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FAQ
How can I enable the one-click export request for my device?
For more information, see device authorization status-general issues.


Capture Packets
Introduction
You can capture packets and reproduce test scenarios based on these data to
locate and analyze problems with the device.

Prerequisites
The device owner sets the packet capturing request as Allowed; if the device
owner sets the packet capturing request as Asking, you need to wait for the
device owner's consent after each request you initiate.

Procedure
1. On the device diagnostics page, click Packet Capture.
2. Set parameters and click Packet Capture. For more information about packet strings, see
  commonly used packet strings.

  💡   NOTE
      You can enter the string only when you select Customize from the drop-down menu of the


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       Capture Type. Besides, if you do not enter the string, the system will capture all the data
       packets.




3. Diagnosis begins.

  💡    NOTE
         If the device owner sets the packet capturing request as Allowed, you can capture
         packets immediately.
         If the device owner sets the packet capturing request as Asking, you need to wait
         for the device owner's consent before capturing packets.

4. Please contact the device owner to reproduce the steps that cause the issue.
5. Click Finish.

  💡    NOTE
       If it takes more than 1 hour to capture packets, the packet capturing will be automatically
       ended.


6. If the page prompts "Diagnosis completed", the packet is captured.
7. You can view and download files in the history list.




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FAQ
How do I enable the packet-capturing request for the device?
For more information, see device authorization status-general issues.


Export System Logs
Introduction
The system log records the system operation process and abnormal
information. You can export the system log of the device to quickly locate the
problems during the system operation.

Procedure
1. On the device diagnostics page, click Export Log.




2. Select the device log level, with decreasing severity levels from 0 to 6. The device will store
  the logs according to the set level. For more information about syslog levels, see syslog
  levels.
3. Click Export, and then save the file to your local computer.




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4. When the export is complete, you can view and download the file in the history list.


Export Configuration Files
Introduction
You can export CFG files or BIN files, where CFG files can choose to export static,
non-static or all configuration files.

Procedure
1. On the device diagnostics page, click Export Config File.




2. Set parameters and click Export.
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3. When the export is complete, you can view and download the file in the history list.


Back Up Configuration Files
Introduction
You can back up the configuration to prevent situations where the configuration
files cannot be recovered due to unexpected device damage or other reasons.

Procedure
1. On the device diagnostics page, click Config Backup.
2. Select Immediately or Scheduled and click Backup.




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3. You can view the config backup result from the Execution Record list.




4. The backup files will be presented in the history list. You can view, push, download, or
  delete the backup files.




Take Screenshots
Prerequisites
The device owner sets the screenshot request as Allowed; if the device owner
sets the screenshot request as Asking, you need to wait for the device owner's
consent after each screenshot request you initiate.

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Procedure
1. On the device diagnostics page, click Screen Capture.




2. Click Capture.

  💡    NOTE
         If the device owner sets the screenshot request as Allowed, you can take the device
         screenshots immediately.
         If the device owner sets the screenshot request as Asking, you need to wait for the
         device owner's consent before taking a screenshot.

3. After taking a screenshot, you can click Download; if you click Screen Capture again, it will
  retake a screenshot and overwrite the current one.

FAQ
How do I enable screenshot requests for my device?
For more information, see device authorization status-general issues.


Diagnose Network
Procedure
1. On the device diagnostics page, click Network Detection.




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2. Select any detection method and set the parameters:
     Ping (ICMP Echo): by sending a data packet to the remote party and requesting the
     party to return a data packet of the same size, this method can identify whether those
     two devices are connected. The diagnostic results include a brief summary of the
     received packets, as well as the minimum, maximum, and average round trip times of
     the packets.
     Trace Route: this method records the route from the local device to the remote device. If
     this test succeeds, you can view the network node and the time taken from one node to
     the other to check whether or not there is network congestion.
3. Click Detect.



Supported Diagnosing Methods

 Diagnostic methods

 Device      One-      Captu      Export    Export     Cap     Ne     Conf    Diagn      Re
             click     re                    the       ture    tw     ig      ose        mo
 Model       Export    Packe      Syste     Config     the     ork    bac     Multip     te
 s                     ts         m         uratio     Scr            kup     le         Co
                                  Logs      n          een     De             Devic      ntr
                                            Files      sho     tec            es         ol
                                                       t       tio

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                                                  n

SIP      √         √        √         √       √   √   √   √
phone
s

Teams    √         √        √         √       √   √   √   √
phone
s

Zoom     √         √        √         √       √   √   √   √
phone
s

SFB      √         √        √         √       √   √   √   √
phone
s

DECT     √         √        √         √           √   √   √
phone
s

VCS      √         √        √         √       √   √   √   √
device
s

MVC                         √                 √                  √
device
s

RoomC √            √        √         √           √
ast

RoomP √            √        √         √           √
anel

USB                         √


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 device
 s



Frequently Used Rules for Packet Capturing
The following are commonly used packet capture strings, which you can apply
to device diagnosis according to the actual situation.

 String       Example                     Description

 host         host 10.81.36.16            Only see the incoming and outgoing
 IP                                       traffic of a specific IP.

 Port         port 90                     Only see the incoming and outgoing
 numb                                     traffic of a specific port.
 er

 Portra       portrange 21-23             Only see the traffic belonging to a specific
 nge                                      port range.
 value1
 -
 value
 2

 tcp          tcp port 23 and host        Check who controls the phone via telnet.
 port         10.81.36.16.
 23
 and
 host
 IP

 port         /                           Check the packets of the requests
 80                                       received and the responses sent by your
                                          phone web user interface.


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net IP/   net 10.91.33.0/24           Only capture the packet from the
mask                                  resource IP address or the destination IP
                                      address.

src       src host 10.81.36.16        Only capture the packet send by the IP
                                      10.81.36.16.

          src port 80                 Only capture the packet send by port 80.

          src portrange 21-23         Only capture the packet send by the port
                                      number from 21 to 23.

dst       dst host 10.81.36.16        Only capture the packet received by the
                                      IP 10.81.36.16.

          dst port 80                 Only capture the packet received by the
                                      port number 80.

          dst portrange 21-23         Only capture the packet received by the
                                      port number from 21 to 23.

and       host 10.81.33.32 and        Both of the objects before or after and.
          (10.81.33.12 or             This example means capturing the packet
          10.81.33.56)                of IP 10.81.36.16 and IP 10.81.36.18 or
                                      10.81.33.56.

or        (10.81.33.12 or             Either the objects before or after or. This
          10.81.33.56)                example means IP 10.81.36.18 or 10.81.
                                      33.56.

and !,    ip host 10.81.36.16         Neither of them. This example means
and       and ! 10.81.36.18, ip       that not capturing the packet of IP
not       host 10.81.36.16 and        10.81.36.16 and IP 10.81.36.18.
          not10.81.36.18



System Log Level

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Log     Log name         Description
level

0       system is        Emergency information. The system may no longer
        unusable         be available.

1       action must      Alert message. The service is down and may affect
        be taken         the normal use of the system, requiring immediate
        immediately      action.

2       critical         More serious error messages. The service is down
        conditions       and may not be repaired.

3       error            Error message. There is a problem with the service
        conditions       and it cannot be confirmed whether it is working
                         properly.

4       warning          Warning message. There may have been a problem
        conditions       with the program, but it does not affect normal
                         operation.

5       normal but       Normal but important reminders. The program
        significant      needs to be checked, otherwise there may be
        condition        problems.

6       informationa     General notification messages. Used to provide
        l                feedback to the user on the current system status.




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Phone Devices（Task
Management）
Task Executing Rules
Task name                   Execution rules                      Phone devices

Reboot                      Reboot the selected device.          √

Restore to factory          Reset the selected devices to        √
                            factory.

Send message                Send messages to selected            √
                            devices.

Auto update                 Make the selected perform auto       √
                            provisioning.

DND                         Enable DND for the registered        √
                            accounts on the selected
                            devices.

Cancel DND                  Cancel DND for the registered        √
                            accounts on the selected
                            devices.

Config backup               Backup all historical                √
                            configuration files to prevent
                            situations where device
                            damage or other incidents
                            result in the inability to restore
                            configuration files.

Generate                    Generate the current                 √
Configuration               configuration files.

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