Contacting Snom Support; Traces - Snom PA1+ User Manual

snom PA1+ User Manual Troubleshooting

Contacting Snom Support

If you are not a Snom partner, please contact your seller or consult our troubleshooting knowledge
base at https://service.snom.com/display/wiki/Troubleshooting+How-to first. You may find the
answer to your question or problem in one of the topics there.
Submitting a ticket
If you are a Snom partner, log in to the Snom Partner Portal at https://sraps.snom.com/partner and
open a ticket.
Submitting system and settings information
System information
1. Open the phone's web interface > System Information page.
2. Copy the text under System Information into the email, if Support has asked you to contact them
by email.
Settings information
1. Open the phone's web interface > Settings page.
2. Copy the settings list into the email, if Support has asked you to contact them by email.

Traces

Snom Support may ask you to submit a SIP Trace and/or a PCAP Trace to help them analyze your
problem.
Performing a SIP Trace
1. Open the Phone Manager and click Maintenance.
2. Click Diagnostic.
3. Click the SIP Trace tab.
4. Click Clear to clear the page.
5. Recreate the error to be documented in the trace.
6. Click Copy.
7. Submit to Support in whatever form they requested you to use.
Performing a PCAP Trace
1. Open the Phone Manager and click Maintenance.
2. Click Diagnostic.
3. Click the PCAP Trace tab.
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