Log files ( on Mac Mac )

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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.
  • packet capture log - contains information about the network packets sent to and by the softphone.
  • crash log - contains valuable information in case Zoiper crashed 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 for your account, 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.

 

Turn ON the debug logger by using the Settings window:

  1. Open the Settings window by clicking the button on the main Zoiper screen and Help/About;
  2. Click on Enable debug log;
  3. click on the checkbox to activate the Debug logger;
  4. press "close" or "back" to go back and save the changes;
  5. now exit the softphone and then start it again to create the log file.

Now the debug logger is ON.

 

A file named logfile_XXXXX_YYYYY.txt will be created in the ~/Library/ZoiperH5 folder for the currently logged mac user. XXXXXX is date and YYYYYY is time.

 

In recent versions of Mac OS X "~/Library" is not visible in "Finder" - the file browser of Mac OS X.

 

Here are the steps to get the file(s):

 

1) Open a Terminal application:
/Applications / Utilities / Terminal

 

type:

 

open ~/Library

 

 OR:


In Finder hit "Shift + CMD + G" and type "~/Library" (without the quotes)

 

Now find the ZoiperH5 Folder.

 

 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 -> Help/About -> Enable Debug log window.

 

 

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 will need to use tcpdump command in the terminal.

 

Start your favorite terminal emulator and issue the tcpdump command:

 

sudo su

(You will need to enter your password. This will grant you super user privileges.)

 

tcpdump -i en0 -n -s 1500 -l -w zoiper.cap
(This will start capturing the network traffic.)

 

You will need to replace <en0> with your network adapter which you use to access the Internet, or use ifconfig to see which one is it.
In the Terminal press Ctrl+c or use backspace to make sure there is nothing else on the line, then type:
sudo ifconfig
and press enter. You will need to enter your password, then you will see the list of your network adapters.
If you are using an ethernet adapter (cable) it is en0 by default. The wi-fi adapter would be en1.

Once the tcpdump command is running, start Zoiper.
Recreate the issue, then exit Zoiper and stop the packet capture - go back to the terminal and press Ctrl+c.

The packet capture will be located in the directory where you issued the 'tcpdump' command.


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

 

Crash log

A crash log is usually created automatically. 

It is stored in the ~/library/ZoiperH5/reports folder.

 

In Finder hit "Shift + CMD + G" and type "~/library" (without the quotes) and confirm your choice. Open ZoiperH5 -> reports.

 

 

Note that you will need to attach the file(s) to your email as a plain attachment or in a zip archive.

Copy / pasting 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.