Password Recovery

Log files

 

Windows:

 

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?

 

Linux:

 

 

Often requested log files:

There are four 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 very useful information in case Zoiper exited unexpectedly.
  • stracecontains very useful information in case Zoiper behaved unexpectedly.
  • 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 home folder for the currently logged linux user.

XXXXXX is date and YYYYYY is time.

 

You can access it by opening the a File explorer (thunar, nautilus, konqueror) and opening your home folder. Then locate the log file.

When the issue is recreated, 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.

You could either use an application like Wireshark or run the tcpdump command in the terminal.

 

a) Creating a packet capture file by using 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:

Note that Wireshark requires to be started as super user in order to capture the interface, or follow the Wireshark manual about how to allow unprivileged users to do it instead.

 

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

Then run Zoiper and recreate the issue.

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

 

b) Creating a packet capture by using tcpdump in the terminal

Start your favorite terminal emulator and issue the tcpdump command:

 

sudo tcpdump -i ethX -n -l -s 1500 -w zoiper.cap


Replace <ethX> with the network adapter which you use to access the Internet.

If you do not know which one it is, use the ifconfig command.

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.

Ethernet (cable) is eth0,1,2,3 and wi-fi adapters are wlan0,1,2,.. etc.


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

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 crash 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. 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 home folder and check if there any files that end on .dmp

Send us both the debug log files and the .dmp files that were created.

 

Strace

In some cases an strace contains very useful information in case Zoiper behaved or exited unexpectedly.

 

To create the strace you will first need to gain admin access. Run a terminal, type

 

sudo su

and press Enter. Enter your password. This will let you operate as superuser.

Now use the cd command to navigate to the folder where your Zoiper
executable file is located. By default Zoiper 3 is located in /usr/bin/ , so you will need to execute:

 

cd /usr/bin/


Once you are in the folder where your Zoiper executable file is located, start it using the following command:

strace -s 1024 -o zoiper_strace.txt -f ./zoiper
Hint: use the TAB key to auto-complete the name of the Zoiper executable.

press Enter to run the command, then try to recreate the issue.


When the issue is recreated, exit your Zoiper and send us the zoiper_strace.txt file.

 

Note that you will need to attach the files 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.

 

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

Enable the loggers manually


Open a file explorer, select Go to Location, type ~/.Zoiper and press Enter.

  •  make sure Zoiper is not running.
  •  use vim, mousepad, vi, textedit or other simple text (or xml editor) to alter the Config.xml file;


Change the following lines:

 

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 ~/.Zoiper folder again. Are there a log file xxxyyyzzz.txt or a crash dump *.dmp?

 

Mac:

 

Often requested log files:

There are three 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 very useful information in case Zoiper exited unexpectedly.
  • 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 ~/Library/Zoiper 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 Zoiper 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 -> Preferences -> Diagnostics menu, or the Help menu again. 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 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.


Please 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 crash 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. 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 home folder and check if it contains any files that end on .dmp

Send us both the .dmp file and the debug log files that were created during this session.

 

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.

 

 

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

Enable the loggers manually


Open a file explorer, select Go to Folder, type ~/library/Zoiper and press Enter.

  •  make sure Zoiper is not running.
  •  use vim, vi, textedit or other simple text (or xml editor) to alter the Config.xml file;

Change the following lines:

 

Enable the debug logger and detailed crash dump

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


change them 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 ~/library/Zoiper folder again. Are there a log file xxxyyyzzz.txt or a crash dump *.dmp?

 

iOS:

 

Create a debug log
To make a debug log, you would need to do the following:
1) Run Zoiper;
2) Go to Settings -> Advanced and enable the "Debug log" option;
3) Replicate the issue;
4) Disable the "Debug log" option.

Afterwards pull-out the debug log file following these steps:
1) Sync the device with iTunes;
2) Open the device in iTunes and go to the "Apps" section;
3) Scroll down to File sharing and select Zoiper;
4) On the right you should see a file called zoiper-log.txt, store it onto your computer by using the "Save to" button.
5) Send the file to us.

 

How to get crash logs/dumps from iOS
Please connect the device to your computer and sync it with iTunes. Now go in Finder to following folder

In Finder hit "Shift + CMD + G" and type "~/Library/Logs/CrashReporter/MobileDevice" (or Go to "Library" by clicking the "Go" menu while holding the ALT key down and then navigate to "Logs/CrashReporter/MobileDevice")
<YOUR HOME FOLDER>/Library/Logs/CrashReporter/MobileDevice/<YOUR DEVICE NAME>

- Mac OS X: "~/Library/Logs/CrashReporter/MobileDevice/<Device name>" folder
- Windows XP: "C:\Documents and Settings\\Application Data\Apple computer\Logs\CrashReporter\<Device name>"
- Windows 7/8: "C:\Users\AppData\Roaming\Apple computer\Logs\CrashReporter\MobileDevice\<Device name>"

and look for files named like this

Zoiper_ ... .crash
Zoiper_ ... .plist

If there are such files, please send them to us.

Android:

 

 

 

What is the most requested log file?

For troubleshooting purposes, our team would usually request a debug log file.

A Debug log would help us to observe the sequence of events that took place.

 

Debug log

First, you will need to enable the debug logger.

Run your Zoiper for Android and dial Zoiper Click2Dial7827833284 in order to enable Diagnostics menu.

Then open Config -> Diagnostic -> Debug log -> and select Enable debug log.

Now try to recreate the issue.


Then go to back to  Config -> Diagnostic -> Debug log and click "Send debug log".

Your mail client will start, ready to forward the debug log.

Change the recipient email to android @ zoiper . com   

 

Later, when you do not need the log file, use "Delete debug log file" to remove it.

Note:The debug logger will be active until the next restart of Zoiper.

 

Packet capture log

A Packet Capture could show what packets were sent and received by the softphone at the time when the issue occurred.

Android does not have a built-in tool for creating packet captures. You could try using some of the tools available in GooglePlaystore, yet it might not work as expected on your device.

 

Crash dump

If your zoiper crashes, you will see a screen asking you to send us the crash report. Please do so. This would help us identify the issue.

 

Other required information

We would need to know the exact version of Android running on the device. Is it a custom or a stock ROM?

To obtain this information, go to Android settings -> About Phone -> Software information;

 

Send us the information shown in the Zoiper About screen: *

Zoiper -> Config -> About ->

- The current Zoiper version that is running on your device;
- the library revision number;
- Manufacturer;
- Brand;
- Model;

* This information may look the same as the one taken from the About phone section.