This document provides guidance on material to include with CGIN support requests.

Gathering Supporting Data

Unless specifically requested otherwise:

  • Logging should be gathered from all Rhino nodes in the cluster.

  • By default the required logs are $RHINO_HOME/$NODE_ID/work/log/rhino.log*

  • Include more logging than might be obviously required; not just the time of the incident. Triggering events can occur hours or even days before. At a minimum include logging for:

    • At least 2 days prior to the incident, preferably 7.

    • During the incident.

    • And for at least 2 hours following the incident (if this much time has passed).

  • Additionally, preserve all logging currently on the systems against the possibility that older logging may be requested.

Note

The standard logging location for the CGIN RA entity is $RHINO_HOME/$NODE_ID/work/log/rhino.log. However, this may differ if the cluster is using a non-default logging configuration. Please refer to that logging configuration for location of tracer logs.

Enabling additional logging on test systems

When the issue occurs on a test system, or can be replicated on a test system, please set CGIN tracers to finest prior to replication and log gathering.

settracerlevel resourceadaptorentity <entityname> root finest

No additional logging configuration is required for individual TCAP stacks as their logging is configured as part of the CGIN RA entity root logger.

When replication is complete, logging may be set back to info or any other preferred level:

settracerlevel resourcesadaptorentity <entityname> root info
Warning

finest level tracing should not be used on a production system unless instructed otherwise. This produces large quantities of logging which can quickly fill up disk partitions when used in conjunction with non-trivial call volumes.
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