Troubleshooting

On the Help menu, click Troubleshooting to display the Troubleshooting window.

Devices panel

You can verify that your microphone and speakers are working and can set the volume to a comfortable level without having to place a call.

  1. Select the microphone and speakers that you want to use from the drop-down menus.

  2. Speak into the microphone. If Bria Stretto detects sounds, you see Your microphone works.

  3. Click the Play button while listening to the speakers. Drag the volume slider to set the volume to a comfortable level. If your speakers are working, you see Your speakers work.

Audio panel

While you are on a phone call, you can test the quality of the audio.

To perform a valid test, you should be on an established call and not on a call attempt.

Video panel

While you are on a video call, you can test the quality of the video.

To perform a valid test, you should be on an established call and not on a call attempt.

Support panel

If you have contacted CounterPath Customer Support in order to troubleshoot a problem, you may have been asked to generate a diagnostic log report and send it to CounterPath.

You be asked to generate a packet capture, which capture the network traffic on your computer, in addition to a log report. Packet capture is not supported over network changes, such as changing from a wired network to a Wi-Fi network. When you generate a packet capture, you also create a log report.

While packet capturing is in progress, all network traffic on your computer is captured. All other applications that generate network traffic should be shut down or suspended before starting packet capture to avoid complex filtering of network traffic during analysis and to minimize privacy concerns.

ClosedTo send a log report
  1. On the Help menu, click Troubleshooting. The Troubleshooting window opens.
  2. On the Support tab, change the log level to Verbose by moving the slider next to View Log (Windows) or View Current Log (Mac).
  3. Close the Troubleshooting window.
  4. Reproduce the problem you are having.
  5. Return to the Support tab in Help > Troubleshooting.
  6. Click Send log. The Send Log Report window opens.

  7. Type a brief description of the problem you are having and click Send Log (Windows) or Send Log Report.

    A box for the description, the "Cancel" button, and the "Send" button are on the "Send Log Report" window.

Bria Stretto sends the log to CounterPath.

ClosedTo send a packet capture and a log
  1. Other than Bria Stretto, shut down or suspend any apps that generate network traffic.
  2. On the Help menu, click Troubleshooting. The Troubleshooting window opens.
  3. On the Support tab, change the log level to Verbose by moving the slider next to View Log (Windows) or View Current Log (Mac).
  4. On the Support tab, click Start Packet Capture. The Packet Capture window opens.

  5. If this is your first time using packet capture or if you have uninstalled Npcap, click Enable Packet Capture. An installer dialog box appears. Follow the instructions to install Npcap and select Support loopback traffic on Installation Options.

    If the Npcap library is not installed on your computer, the "Enable Packet Capture" button is on "Packet Capture"."Support loopback traffic" is on "Installation Options".

    When the installation is complete, click Start Packet Capture. The Packet Capture window opens.

  6. Click Start Capture.

    The "Start Capture" button is on "Packet Capture" if the Pcap library is installed.

  7. Reproduce the problem you are having.

  8. Click Stop Capture.

    The "Stop Capture" button is on "Packet Capture".

  9. Click Send Log Report. The Send Log Report window opens.

  10. Type a brief description of the problem you are having and click Send Log (Windows) or Send Log Report.

    A box for the description, the "Cancel" button, and the "Send" button are on the "Send Log Report" window.

Bria Stretto sends a zip file containing both the packet capture and the log report to CounterPath.

ClosedTo cancel a packet capture

  1. Either during the packet capture or when you have stopped but not send the packet capture, click Cancel and Discard.

    The "Cancel and Discard" button is on "Packet Capture" while network traffic is being recorded.The "Cancel and Discard" button is on "Packet Capture" after stopping the packet capture.

The current package capture stops and any data collected is discarded.

ClosedTo view the last report log

  1. On the Help menu, click Troubleshooting. The Troubleshooting window opens.

  2. On the Support tab, click View Log (Windows) or View Current Log (Mac).

The log opens in your default app for opening .txt files.

CounterPath displays the reference number of previous logs. You cannot view the previous logs but the reference number could be helpful when you are talking to customer support. The customer support representative can view the previous logs and can use the reference number to find the correct log

."Previous Log Reports" are on the "Troubleshooting" window.

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ClosedAbout this document

Bria Stretto™ User Guide - Windows and Mac - Version 5.7
Publication date: 2019-09-17

Copyright ©2019 CounterPath Corporation. All rights reserved.

This document contains information proprietary to CounterPath Corporation, and shall not be used for engineering, design, procurement, or manufacture, in whole or in part, without the consent of CounterPath Corporation. The content of this publication is intended to demonstrate typical uses and capabilities of Bria Enterprise from CounterPath Corporation. Users of this material must determine for themselves whether the information contained herein applies to a particular IP-based networking system. CounterPath Corporation makes no warranty regarding the content of this document, including—but not limited to—implied warranties of fitness for any particular purpose. In no case will CounterPath Corporation, its employees, officers or directors be liable for any incidental, indirect or otherwise consequential damage or loss that may result after the use of this publication.

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