These instructions are used to create the correct diagnostic tools and make them available to us using the trace tool.
!!! IMPORTANT DATA PROTECTION NOTICE !!!
!!! Please ONLY use the SwyxWare-TRACE-TOOL !!!
In order to ensure that the analysis tools are deleted in compliance with the GDPR after the support case is closed, we may only process traces that have been made available to us using the trace tool.
Only these files are deleted after the ticket is closed.
We are also not allowed to access any external cloud storage (OneDrive, DropBox, etc.).
ATTENTION: Attachments added in the ticket are NOT deleted after the support case is closed and cannot/may not be deleted manually by us (tamper protection).
The TraceTool can be installed separately on any suitable Windows PC.
Start the SwyxWare installation, uncheck all SwyxWare services and leave only the trace tool checked.
If it is temporarily not possible to use the trace tool, in EXCEPTIONAL CASES we can generate an upload link with which the files can be uploaded.
Base : IPDECT (8660)
Firmware: 05.30/B0010
published: 04/2025
Error description:
Describe the phenomenon, system and scenario (procedure) as precisely as possible, e.g.
- How many bases/handsets/repeaters are in use?
- Which bases/handset types are used?
- How many of these are affected?
- Is the problem reproducible?
- Is CTI+ being used? If yes, where is the SwyxIt located (in the LAN, in the data centre, on a terminal server)?
- only for external calls?
- for a specific action such as forwarding?
- ...
Exclusion procedure:
Can a pattern be recognised, e.g.
- only some users affected or all?
- the location of the user (near a source of interference, e.g. next to a WLAN antenna)
- less frequently in the office than in the workshop or warehouse
- more frequently with ‘frequent phone users’?
- time-dependent (in the morning at the start of work, after the lunch break, ...)
- ...
Keep the test simple:
- no other end devices (SwyxIt!, app, desk phone)
- no CTI+
- Simple scenario without call routing etc.
- ...
Preparation:
- If necessary, provide syslog server and TFTP server (or HTTP) for the firmware/configuration update
- Restart all bases or better, disconnect them from the PoE/power supply unit for 1 minute
- Switch all handsets off/on or better remove the battery for 1 minute
- make sure that ONLY the G711A codec is present and the correct DTMF method "SIP info" has been selected
- install latest firmware
- Switch off firmware update when ALL bases and handsets have been updated
TRACING
Syslog/SIP Log
Activate syslog debug mode incl. SIP log and enter the IP address of the syslog server.
A syslog server must be used for occasional problems; the WebUI's syslog/SIP log viewer can be used for reproducible errors
Procedure:
Delete syslog and dump crash
- Restart the bases and then the handsets
- Reproduce the error and export the syslog/SIP log/dump crash log
- Wait for the error and provide the corresponding syslog from the syslog server
Statistics:
Procedure:
- Export statistics
- Delete statistics
- Reproduce the error or wait until it occurs and export the statistics again
Diagnostics:
Procedure:
- Screenshot of the ‘Base stations’ and ‘User’ pages
Export of the configuration:
Screenshot of the entire user page:
Screenshot of the entire Multicell page:
Troubleshooting
Factory reset of the bases
With smaller DECT systems, it is often quicker to reset the entire system to the factory settings than to carry out time-consuming trace analyses.
Provided that the fault is caused by the base itself and not by its configuration, you can export the configuration of the bases and only have to enter the passwords of the users. These are not included in the export for security reasons.
In the WebUI or using the button on the right-hand side of the base unit housing
Master reset of the handsets
To access the service menu of the handsets
- Press the menu key (3 horizontal lines)
- Enter *7378423* or *service*
Perform master reset
The StiteSurveyMode can also be found in this service menu.
This can be used, for example, to check the signal strength and base with which the handset is connected or whether DECT packet losses are occurring on the handset or base. You can obtain further information from our support team if required.
Common causes of errors and known error messages:
Multi-cell with DECT500 and DECT600 bases
If both base versions (DECT500/8660 and DECT600/8663) are used in a multi-cell, the D500 base must be configured as the primary base and the DECT600 bases as the secondary base.
The DECT600 therefore displays a warning that its range of functions has been reduced to ensure compatibility with older bases in the multi-cell.
Multi-cell with DECT500 and DECT600 bases with different firmware or OEM versions (Enreach, RTX, ...)
If the firmware versions of the 500/600 bases are not identical, this warning will appear.
The same applies if, for example, an outdoor base is to be integrated that is not Swyx/Enreach but RTX branded. In this case, contact Support to have the provider key entered on the base. A remote maintenance session is required for this.
Tipps & Tricks
Some configuration parameters can be conveniently customised using a text editor. This allows you to correct configurations but also prepare new installations.
See:
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