> For the complete documentation index, see [llms.txt](https://tmediadocs.telcobridges.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://tmediadocs.telcobridges.com/operations-and-support/troubleshooting/software/troubleshooting-toolpack.md).
# Troubleshooting Toolpack
This page contains pointers to help troubleshoot [Toolpack](/tmedia-documentation.md)-based systems.
### Web portal
Problem: **The web portal does not start or is not accessible.**
* See '[How to troubleshoot the web portal](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/web-portal.md)'
Problem: **I cannot perform addition or modification of configuration in the web portal.** Usually this occurs in a new Toolpack Platform, for example, when new Toolpack software has been just installed on a host or a new TMG3200 is started up.
* See '[How to edit the active configuration](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/cannot-add-or-edit-configuration.md)'
Problem: **The system does not work properly with a copied configuration.**
* See [How to copy a configuration](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/configuration-copy.md)
Problem: **There are no web browser on the linux host server** ssh tunnel can be use to re-direct the connection on a remote host port to a local port:
* See [How to setup ssh tunnel with PuTTY](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/how-to-setup-ssh-tunnel-with-putty.md)
### System configuration backup
Problem: **How do I make sure I keep my system configuration?**\
All the configuration are stored in a MySQL database. To perform a backup, refer to the following links:
* [Database backup procedure](/configuration/web-portal-3-3/system/database-backup/database-backup.md)
Click here for older versions
* Backup procedure for v2.7 and earlier: documentation is no longer published. Contact [technical support](/operations-and-support/support/contacting-telcobridges-technical-support.md) if you need it.
For releases before 2.4 or older or if you do not have access to the web portal, see [Manual Database Backup](/other-pages/operations/manual-database-backup.md).
This could also be useful: [Scheduled Database Backup](/other-pages/operations/scheduled-database-backup.md)
### Calls
Problem: **The Tmedia device does not accept or generate calls**
* See here: [How to troubleshoot call routing](/operations-and-support/troubleshooting/how-to/how-to-troubleshoot-call-routing.md)
### Fax Calls
Problem: **Fax call is not working**
* Please follow the instructions here: [How to troubleshoot Fax Calls](/operations-and-support/troubleshooting/how-to/how-to-troubleshoot-fax-calls.md)
### SS7 CIC group is locally blocked
Problem: **A SS7 Circuit Identification Code is blocked.**\
\*You can control this: See [SS7 Circuit group control](https://tmediadocs.telcobridges.com/telecom-references/ss7-and-signalling/ss7/ss7-circuit-group-control)
### Network Interfaces
Problem: **E1 trunks are not up**\
\*See [How to debug trunk interfaces](/operations-and-support/troubleshooting/how-to/how-to-debug-trunk-interfaces.md)
Problem: **Cannot ping VoIP interface**\
The IP address of the VoIP port is configured and you cannot ping it.\
\*See [How to debug a VoIP interface](/operations-and-support/troubleshooting/how-to/how-to-debug-voip.md)
### How to gather all logs
Problem: **Which application logs should I gather?**
* See [How to gather all logs with TBReport](/configuration/web-portal-3-3/troubleshooting/tbreport/tbreport.md) (Version 2.9 and up)
### Access to unit
Problem: **I lost access to the unit. How to recover the IP address of the unit?**
* Please follow the procedure in the installation guide: [Installation Guides](/products/tmedia/installation/product-installation.md)
Problem: **I lost the SSH password**
* It is possible to reset the SSH password. please open a case on [TelcoBridges support portal](https://telcobridges.odoo.com/)
Problem: **I want to do a factory reset**
* Normally a Factory Reset is not required. System can be re-configured to original settings in a few steps. please open a case on [TelcoBridges support portal](https://telcobridges.odoo.com/) to get the procedure.
* Factory reset is available on recent versions of the TelcoBridges units. The procedure is described here: [Factory Reset](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/factory-reset.md).
### Installation (for developers)
Problem: **Toolpack fails during installation**
* See [Toolpack installer troubleshooting](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/toolpack-installer-troubleshooting.md)
Problem: **Can't download a new software package**\
\*You see this error while trying to download a software package with wget:\
Resolving download.telcobridges.com... failed: Temporary failure in name resolution.
``wget: unable to resolve host address `download.telcobridges.com``
* See "nameserver" in [Configure Management IP address](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/change-management-ip-address.md)
Problem: **The Toolpack system does not start**
* See [How to validate the Toolpack installation](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/validate-toolpack-installation.md)
Problem: **I want to change the hostname of the server running Toolpack**
* See [How to change the host name](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/change-hostname.md)
### How to submit a problem
Problem: **I don't know what else to do**
* Help our support team help you by giving as much information as possible; see '[How To Submit A Problem](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/submitting-an-issue.md)'
## In this section
* [Web Portal](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/web-portal.md)
* [Cannot Add or Edit Configuration](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/cannot-add-or-edit-configuration.md)
* [Configuration Copy](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/configuration-copy.md)
* [How to setup ssh tunnel with PuTTY](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/how-to-setup-ssh-tunnel-with-putty.md)
* [Factory Reset](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/factory-reset.md)
* [Toolpack installer troubleshooting](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/toolpack-installer-troubleshooting.md)
* [Change Management IP Address](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/change-management-ip-address.md)
* [Validate Toolpack Installation](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/validate-toolpack-installation.md)
* [Change Hostname](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/change-hostname.md)
* [How To Submit A Problem](/operations-and-support/troubleshooting/software/troubleshooting-toolpack/submitting-an-issue.md)
---
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