The tracing feature is a very useful tool that can be used to assist in troubleshooting issues with your Room Alert or TemPageR device.
To enable tracing on your unit, follow these steps:
1. Access the 'Advanced' tab of the 'Settings' page.
2. In the 'Trace Configuration' section, ensure that the 'Enable Tracing' check box is checked. The tracing port is 143 by default. You do not need to change this unless you know port 143 will be blocked by your network for some reason. After making changes in this section, click the 'Accept Changes' button at the bottom of the screen, then the 'Save Settings' button on the left hand side of the screen.
To generate a trace from your device you will want to enter the following command into a Windows command prompt: 'telnet -f c:\tracefile.txt <IP of unit> <trace port #>' then press the <Enter> key. Where 'IP of unit' is the IP address of your Room Alert or TemPageR device and 'trace port #' is the configured trace port (143 by default). So the command might look something like this: 'telnet -f c:\tracefile.txt 192.168.33.100 143'. This command will capture your trace data directly to a text file named 'tracefile.txt' in the C: directory.
Please note that Windows 7 and Vista have disabled the Telnet client by default. If you get an error saying 'telnet is not recognized as an internal or external command, operable program or batch file' you will need to enable it by going to 'Start', 'Control Panel', 'Programs And Features', 'Turn Windows Features On Or Off' then checking the 'Telnet Client' row and clicking 'OK'.
At times, it may be useful or necessary for our engineers to review a trace from a Room Alert or TemPageR device and we may request you send us the results of a trace. If you are requested to send a trace in by one of our technical support specialists, or if you feel it will be helpful before being asked, simply attach the file created by the command given above to an email and send it to us at 'Support@AVTECH.com'.
One example of how to use the tracing feature is for troubleshooting email issues with your device. To troubleshoot email issues using the trace feature, launch the trace window using the process described above. Once you have successfully connected to the trace, browse to the 'SMTP Email' tab on the 'Settings' page. Try sending an email by clicking the 'Send Test Email' button at the bottom of the SMTP Email tab. You should see the attempts by the Room Alert or TemPageR device to connect to the configured mail server in the trace output window. If there are any issues occurring with the email process, you should see corresponding errors displayed in the output window which should point you in the right direction as to what might be causing any issue.