How to enable RTF logging for troubleshooting

This article describes how to enable RTF logging, which can then be used to troubleshoot Dialogic card and Phone Device Engine issues (xMatters Support may also request this log information).

To enable Dialogic RTF logging:

  1. In a text editor, open the following file:
    RtfConfigWin.xml

    The default location is:
    C:\Program Files\Dialogic\cfg\RtfConfigWin.xml
  2. Search the <!-- Voice Library --> string and set all the states to 1.
  3. Search the <!-- VOICE LIBRARY --> string and set all the states to 1.
  4. Enable global call logging; locate the section that begins with the following line:
    <Module family="DM3, DPWR, HMP" name="gc" state="1" technology="PSTN">.
  5. Set all of the tokens below it to a state of "1"; for example:
    <Module family="DM3,SPWR,HMP" name="gc" state="1" technology="PSTN">
      <MLabel name="INTF" state="1"/>
      <MLabel name="DEBG" state="1"/>
      <MLabel name="INFO" state="1"/>
      <MLabel name="WARN" state="1"/>
      <MLabel name="APPL" state="1"/>
      <MLabel name="EXCE" state="1"/>
      <MLabel name="ERR1" state="1"/>
    </Module>
  6. Restart the Dialogic service.
  7. Reproduce the problem.
  8. View the Dialogic logs to help troubleshoot the issue. Their location is:
    C:\Program Files\Dialogic\log, with the name rtflog-DATE-TIME.txt

    Note: These logs can become large; if you decide to leave RTF logging enabled, ensure that you monitor the system's disk space.
  9. To disable Dialogic RTF logging, set all of the changed states back from 1 to 0.

Further information

xMatters internal reference: DTN-2938

JDN-1265: Originally created by Don Clark

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