[YDMP] How to diagnose offline issue
Last modified date: 2020/09/24 Views: 98
Description

Sometime when we configure devices to connect YDMP and finish provision, but devices status is still offline. Or devices to be offline status suddenly. For these scenario, here we will introduce how to diagnose.


Resolution

1.     Check phone status. If phone is booting or lost network, YDMP will show offline status.

2.     Update phone firmware to latest one then have a test:

http://support.yealink.com/documentFront/forwardToDocumentFrontDisplayPage

3.     Check dm configurations.

a.      Export phone configurations

1)     Login phone web interface

2)     Navigate to Settings > Configuration > Export All Settings

8-1.png

b.      Check dm settings, make sure that dm.cfg update successfully and port/server are correct.

8-2.png

4.     Check the ports requirements.

a.      Run command to check firewall status.

            systemctl status firewalld

8-3.png

b.      If firewall is inactive, run command to enable it

            systemctl start firewalld

c.       If firewall is active, run commands below to open the ports

            firewall-cmd --permanent --zone=public --add-port=80/tcp

            firewall-cmd --permanent --zone=public --add-port=443/tcp

            firewall-cmd --permanent --zone=public --add-port=9989/tcp

            firewall-cmd --permanent --zone=public --add-port=9090/tcp

            firewall-cmd --permanent --zone=public --add-port=8446/tcp

d.      Reload firewall

            firewall-cmd –reload

e.      Check opening ports

            firewall-cmd --permanent --list-port --zone=public

8-4.png

5.     If all above can’t solve question, get diagnose file from YDMP and phone side.

a.      Get diagnose file from phone side, refer to:

http://support.yealink.com/faq/faqInfo?id=707

b.      Get logs from YDMP, mark the time when issue happen

1)    Login YDMP background

2)    Entering the directory of dm logs
            cd /var/log/yealink/microdm

3)    Then download the latest syslog
            sz microdm.log

c.       Get these diagnose file then create a ticket at https://ticket.yealink.com/


Product Type
Device Management Platform
200/200
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