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Which Diva Diagnostic tool should I use to troubleshoot my problem?

What tool for what problem?

In troubleshooting any device, it is crucial to have the right tools at hand. The Dialogic Diva software comes with several diagnostics tools that can be used to target specific problems.

This page lists typical symptoms and the best-suited tool(s) that can be utilised to get a better idea of where the root cause of the issue lies.
This page also lists those tools and in what situations they are best employed.

All GUI tools contain embedded help accessible via the toolbar or a specific button. All command line tools show usage when used with the -h flag.


Symptoms:

• I cannot see my board in the Diva Configuration manager but it is present in the Windows Device Manager.

Check the driver installation first, then use dtectpci to see if the board is correctly detected.

• I cannot see my board in the Windows Device Manager.

Check the driver installation first, then use dtectpci to see if the board is detected at all on the bus.

• An LED on the board (or in the Management console) is red or yellow.

Check the meaning of the LED. Perform a Line Check and verify the line settings in the Diva Configuration Manager.

• My application cannot make and/or receive any calls.

Check that the application has an interface to talk to (RAS, virtual modems, CAPI) in the Diva Configuration Manager.

Use Line Test to rule out a problem with the application.

• Some calls work while others do not.

This could indicate a problem with Bearer Capabilities. Use acopy2 for phone/modem, or testfax for fax, changing the bearer capabilities.

Check the Diva Management Console to see if there is a pattern in the failures (e.g. wrong numbers...).

• My application (or Line Test) reports a CAPI-related error message.

Use the CAPICheck command line tool to check the registry for installed CAPI DLLs.

• I cannot make fax calls with my application (or Line Test), they all fail, but receiving is fine.

This could be a Bearer Capability issue, use testfax to specify different Bearer Capabilities.

• I can receive but not make calls to some destinations.

This could indicate a Bearer Capability problem, use acopy2 to make calls specifying different Bearer Capabilities.

• I just want call statistics, or check the current activity of the board, or find a particular call.

The Diva Management Console contains a call log as well as transmission errors details.

• I want to see the signalling during problematic calls, e.g. check the called party number received by the board.

You can use the logging facility included in the Line Test tool. For deeper tracing you can use the Diva Diagnostics tool.

If you are interested in the contents of the logs, check the detailed explanation on logged items.
 

If you do not see your symptom(s) listed above, you can look at the list below to find the most useful tool in your situation.

Available Diva diagnostics tools

• Line Test tool

- Tests layer 2.
- Tests phone call.
- Tests fax call.
- Tests call transfers.
- Loopback tests.

• Line check tool (Found in Line Test)

- Tests layer 1 (protocol, switch type, error checking...).

• ACOPY2 diagnostic tool (Advanced Acopy2 commands)

- Tests layer 2.
- Tests phone calls with different bearer capabilities.
- Tests modem calls.
- Loopback tests.

• TESTFAX diagnostic tool

- Tests different starting bearer capabilities for fax calls.
- Tests ECM/no-ECM.

• CAPICheck diagnostic tool

- Checks the registry for CAPI installations.

• DTECTPCI diagnostic tool

- Checks what is present on the PCI bus. Note that this tool only works on 32-bit systems.

• Management Console

- Shows call statistics, current activity and call log.

• Diva Diagnostics

- Captures logs.