Log files ( on Windows Windows )

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Often requested log files.

There are different log files that might be required for a successful investigation.

  • debug log - contains general information about the events taking place and the softphone configuration.
  • crash log - contains very useful information in case Zoiper exited unexpectedly.
  • packet capture log - contains information about the network packets sent to and by the softphone.
  • dump file - could provide valuable information in case Zoiper froze in the middle of an action.
  • Other log files, that are not listed here, may also be requested by our Support team.

Usually a packet capture file is always requested along with a debug log file.

 

Note: Before preparing a set of log files, make sure that all non-strictly required settings such as STUN, Rport, KPML, MWI, Presence, etc. are disabled.

 

Debug log

A debug log is created only if the debug logger is ON. It contains detailed information about the events that took place, such as account registration, network status, configuration status, etc. It is usually required by our developers for their investigation.

 

There are two ways to enable / disable the debug logger:

 

a) Turn ON the debug logger by using the Help menu on the main Zoiper screen:

  1. Open the HELP menu and select "Enable debug log";
  2. you will be warned that the created file would be very large;
  3. press "Yes";
  4. exit Zoiper and then start it again;

Now the debug logger is ON;

 

b) Turn ON the debug logger by using the Settings window:

  1. Open the Settings menu on the main Zoiper screen and select Preferences;
  2. the Preferences window will open;
  3. go to the Advanced tab and select Diagnostic;
  4. enable the Detailed Debug log option;
  5. press "OK" to save the changes;
  6. now exit the softphone and then start it again to create the log file.

Now the debug logger is ON.


No matter which approach you will use, a file named logfile_XXXXX_YYYYY.txt will be created in the Application Data\Zoiper folder for the currently logged user. It is C:\Program Data for some Windows flavors.

XXXXXX is date and YYYYYY is time.

 

How to access it?

  1. Open the Windows File explorer;
  2. type %APPDATA% in the addressbar
  3. hit the Enter key.
  4. Then open the folder named Zoiper and locate the log file.

When the issue is recreated, please exit Zoiper to make sure that the log contains only relevant information.

 

If you do not need the debug logger ON, you can disable it by using the Settings -> Preferences -> Diagnostics menu, or the Help menu next time when you start Zoiper.

Hint: In the Help menu, if the logger is ON you will see a "Disable debug log" option.

 

Packet capture log

 A packet capture log file is required so our developers could follow the network packets sent and received by Zoiper.
The capture contains information about account registrations, configuration details, etc.

To create the packet capture file you could use an application like Wireshark.
Wireshark is a useful tool for taking packet captures and network monitoring.


You can download it here:

http://www.wireshark.org/download.html

Wireshark documentation is available here:
http://www.wireshark.org/docs/

Here is our basic PDF tutorial about how to make a packet capture.

Make sure Zoiper is not running, then start Wireshark, select the currently active network interface and start capturing.

Then start Zoiper and recreate the issue.

When done, exit Zoiper, then stop capturing and save the capture as a file.


Send this file to us along with a debug log file from the same session.

 

Crash log

When, for some reason, Zoiper exits unexpectedly and "Detailed Crash Dump" is enabled,  a dump file will be created.

It contains debugging information which could help us find out what went wrong.

 

Turn ON the debug logger by using the Settings window:

  1. Open the Settings menu on the main Zoiper screen and select Preferences;
  2. the Preferences window will open;
  3. go to the Advanced tab and select Diagnostic;
  4. enable both Detailed Crash dump and Detailed Debug log options;
  5. press "OK" to save the changes;
  6. now exit the softphone and then start it again.

Now the crash dump logger is ON.

 

After recreating the crash successfully, the dump file will be created.
Have a look in your Application Data folder. Typing %APPDATA% in the address bar in windows explorer and hitting the Enter key will take you there.
There should be a sub-folder named Zoiper. Check if that folder contains any files that end on .dmp and send them to us together with the debug log files that were created during this session.

 

Dump file

A dump file would provide valuable information in case Zoiper froze in the middle of an action.

Right click on the Windows taskbar -> Task manager -> select Processes -> More details;

Right click on Zoiper, then select "Create dump file".

 

https://www.zoiper.com/images/support/z3dump.png

 

After the file is created you will need to save it to a safe location.

 

Note that you will need to attach the files to your email as a plain attachment or in a zip archive. Copy pasting them will ruin the contents.

If the files are too large to be sent by email, upload them to your dropbox / googledrive / cloud account and send the download link to our support team.

 

 

Zoiper is exiting/freezing before you could enable the debug log and crash dump?

Enable the loggers manually


Open a file browser, type %APPDATA% in the address bar and press enter.

  •  make sure Zoiper is not running.
  •  use notepad / notepad++ or other simple text (or xml editor) to alter the Config.xml file;


Change the following lines:

 

1. Disable WASAPI

<use_wasapi>1</use_wasapi> 

to

<use_wasapi>0</use_wasapi>

 

2. Disable Search in Outlook

<outlook_options>
    <enable>1</enable>
    <search>1</search>


change it to :

 

<outlook_options>
    <enable>0</enable>
    <search>0</search>

 

3. Disable Outlook integration

<integrate_into_outlook>1</integrate_into_outlook>

 

change it to


<integrate_into_outlook>0</integrate_into_outlook>

 

4. Disable HID and USB device support

<use_external_device_yealink>1</use_external_device_yealink>

<use_external_device_generic>1</use_external_device_generic><use_external_device_jabra>1</use_external_device_jabra>

 

change these to:

 

<use_external_device_yealink>0</use_external_device_yealink>

<use_external_device_generic>0</use_external_device_generic><use_external_device_jabra>0</use_external_device_jabra>

 

5. Enable the debug logger and detailed crash dump

<enable_debug_log>0</enable_debug_log>
<enable_extra_dmp>0</enable_extra_dmp>


change it to


<enable_debug_log>1</enable_debug_log>
<enable_extra_dmp>1</enable_extra_dmp>


Save the file, make sure its name and extension are Config.xml and try starting your Zoiper.
Check the %APPDATA%\Zoiper folder again. Are there log file xxxyyyzzz.txt or a crash dump *.dmp?