Collecting Initial System Information: SteelCentral UCExpert

If you are experiencing a problem with your SteelCentral UCExpert device and you can access the Web UI and the server, please send us the following logs / screenshots from the server to help us diagnose the issue.

If you are requesting a license, see the KB S20306 - Generating a License key for Unified Communications Xpert

1. Provide Riverbed Support with your Group ID (GID), and License Number for the UCExpert implementation you are having an issue withc(see step 4. for how to get this).
2. For Cisco Systems, log in to the UCExpert web interface and run Setup ⇒ Clusters ⇒ select the cluster with the issue ⇒ Verify. Take a screenshot of the results page.
3. For issues with the Multi-vendor UI, please take a screenshot of the Configure ⇒ Collectors page.
4. Click on the About section, and make a note of the version number and build, as well as the serial number of the UCExpert server, and add this to the case when reporting the problem to Riverbed Support. 
5. For version 6.0 and higher, please collect log files using the process below:
   1. Login to the UCExpert Multi-vendor UI.
   2. Click on Help ⇒ Contact
   3. Click on the Logs.zip link to generate a log bundle zip file. 
   4. Attach these files to the support case using the Riverbed Support site. If the file for some reason does not upload , please refer to the KB at the end of the article for uploading files to Rivered.
6. For versions earlier than 6.0 (or if the WebUI is not accessible), log onto the UCExpert server:

If this is a Linux installation

1.  Use an ftp client such as WinSCP or Filezilla
2.  Go to: /ucxpert/tomcat/logs/
3.  Copy the files ucx_csipc.log for Cisco issues and ucx.log for Avaya issues (ucxpert.log in version 4.1.2, clarusipc.log in version 4.1.1 and earlier), default.log, catalina.out, voicemonitor.log, and application_events.log to a local destination on your computer.
4.  Compress these files into an archive (.zip, .rar, .gz, etc).
5.  Attach the files to your case along with any additional screenshots of the workflow that is causing the issue you are reporting.

If this is a Windows installation

1.  Log onto the server via remote desktop
2.  Access the UCExpert installation folder: \Program Files (x86)\Clarus\tomcat\logs\
3.  Copy the files ucx_csipc.log for Cisco issues and ucx.log for Avaya issues (ucxpert.log in version 4.1.2, clarusipc.log in version 4.1.1 and earlier), default.log, voicemonitor.log, and application_events.log to a local destination on your computer.
4.  Compress these files into an archive (.zip, .rar, .gz, etc).
5.  Attach the files to your case along with any additional screenshots of the workflow that is causing the issue you are reporting.

Attaching Files to Your Case

See KB S13970 - Uploading Files to Riverbed for more information.

SteelCentral UCExpert Linux 5.0 and higher
SteelCentral UCExpert Windows 5.0
SteelCentral UCExpert - Linux 4.1.2 build 40
SteelCentral UCExpert - Windows (64 bit) or (32 bit) 4.1.2 build 40
SteelCentral UCExpert - Windows (32 bit) 4.1.1
Clarus IPC version 4.1.1 or earlier