Troubleshooting Guide

Troubleshooting Guide This page tells you how to collect the information PCS VoIP support team needs to solve technical difficulties for you.

Document symptoms & problem

This list of questions helps to clarify the issue you are experiencing with CoreNexa Video. Ask/ answer as many as you can:

• Is the problem related to a single Participant/Client or group of participants? Specify those that work correctly and those that don’t.
• What exactly happens when the issue occurs? (When you reproduce the problem, take note of the unique conditions that cause the problem)
• Is the issue audio or video related?
• Is the problem related to a particular meeting or period of time during the meeting?
• Was an error message displayed when the issue occurred?
  • If YES, please provide a screenshot of the error message.
• Has the meeting or client worked correctly before, but is not working now?
• What has changed on the system or network that might contribute to the problem?

Provide meeting & participant details

• Meeting ID #
• Date and Time
• Participant’s username and their physical location

When in a meeting, this information can be found by clicking the i icon next to the meeting title at the top of the CoreNexa window.

This will open the following window with the requested information:

Provide device details

What specific device and software is being used when the condition occurs?

• Describe the device and client version. (Use the CoreNexa pulldown menu at the upper left corner of the Client, select Help then About CoreNexa to see the client version.) 

Choosing About CoreNexa will open the following window (see below). From here you can provide the following:

• CoreNexa Client Version
• CoreNexa Client Build
• User
• Copy Log File

Capture a log file

1. To copy your log file, choose the Copy Log File button
2. In the dialog box, change the Save As: to a new name if you desire
3. Set the Where: to the location you want to save your logs

4. Click the Save button. (Save your logs somewhere you can easily access them when updating or creating a new support case)
5. If the CoreNexa Video client won’t open, or won’t allow you to capture the log file:
   • Log file name should be corenexa.log and it should be at:
   • Linux
     • /tmp
   • Mac (Terminal Window)
     • cd $TMPDIR
       ls -al corenexa*
   • Win7/8/10
     • C:UsersAppDataLocalTemp
     • Or Search %TEMP%

Log capture for Mac users

To obtain the log file using the command line interface (CLI)

How to access the terminal window:

After entering the terminal window type the following:

cd $TMPDIR

Hit Enter. Then type:

ls -al corenexa*

Hit Enter

After that, you will have a list of all files starting with CoreNexa in your $TMPDIR folder. You must check the timestamp of each file and select the one which covers the interval of the meeting you are reporting the trouble on and send it to CoreDial Support.

When you identify the file, you can copy it to your Desktop. 

Example: The required file has a name corenexa_4.log

To copy the file to the Desktop run the following command in the terminal window:

cp corenexa_4.log ~/Desktop

The file corenexa_4.log will appear on your Desktop and you can send it to Support using the recommended steps above.

Attach your CoreNexa logs to an email to provide to CoreDial Support

Identify your system & hardware