Please complete the applicable sections in the following request for information sheet. This sheet should accompany all support requests sent to support@farsouthnet.com
Contact details
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Originator of request
Date of request
Case number (if already assigned)
Priority (minor, major, critical)
Contact / mobile
Email
Technical contact (if different)
Distributor
Distributor support contact
Incident report
Last date and time of occurrence
Frequency of occurrence
Symptoms
Are there any work-arounds?
Has a detailed summary of diagnostics performed been included in the support request?
System configuration
Yes / Value
No / Value
Not applicable
Serial number
Serial number (if another unit is involved)
Model (e.g. Com.X1 1P4B8O8S, Com.X2 4P, iTA 4B8O, etc.)
comx-base version
comx-gui version
comma-gui version
commaimg version / comma.img firmware version
Have any customizations been applied to the system?
System access details
Internet access
FQDN / IP
SSH port
SSH user
SSH password
Web port
GUI user
GUI password
Remote Desktop Access details
Remote desktop type (RDP, VNC, TeamViewer)
Port
User / ID
Password
Domain
Com.X / iTA IP
Direct access
Serial access available?
Monitor / keyboard available (Com.X2)
Technician site visit scheduled?
Log file checklist (are the relevant log files accompanying the request?)
/var/log/syslog.log
/var/log/asterisk/messages.log
/var/log/asterisk/misdn.log
/var/log/comma/comma.log
/var/log/commagui/other.log
Earthing / Electrical interference
Com.X earth via power adapter < 0.5 Ω
If available, Com.X earth via stud to telco / cabinet / building earth < earth via power adapter < 0.5 Ω
iTA earth via stud to telco / cabinet / building earth < 0.5 Ω
Com.X and iTA directly earthed to earthing point, not chained or joined?