Nortel BM450 - Manuals

10 Chapter 1 Introduction NN40160-700 NN40160-700 • Contacting Technical Support on page 99 Acronyms The following is a list of acronyms used in this guide. Table 1 List of acronyms Acronym Description AIS Alarm Indication Signal BCM Business Communications Manager BFT Base Function Tray BRI Basic R...

12 Chapter 1 Introduction NN40160-700 NN40160-700 Symbols and conventions used in this guide These symbols are used to highlight critical information for the BCM450 system: Caution: Alerts you to conditions where you can damage the equipment. Danger: Alerts you to conditions where you can get an ele...

Chapter 1 Introduction 13 BCM450 Troubleshooting Guide Related publications Related publications are listed below. To locate specific information, you can refer to the Master Index of BCM450 Library (NN40020-100). BCM450 Administration and Security Guide (NN40160-601) BCM450 Installation Guide—Syste...

15 BCM450 Troubleshooting Guide Chapter 2 Initial Troubleshooting You can better troubleshoot the problems on your network and reduce their impact by preparing for such events in advance. To do this, you must know the following: • that your system is properly installed and routinely maintained • the...

16 Chapter 2 Initial Troubleshooting NN40160-700 NN40160-700 Logical connections You must know how your devices are connected logically as well as physically. For example, while virtual LANs (VLANs) are not supported on the BCM450 system, VLANs may exist between IP sets connected to the BCM450. Devi...

19 BCM450 Troubleshooting Guide Chapter 3 Hardware Troubleshooting Use the tasks in this chapter to troubleshoot problems related to the BCM450 hardware components. Navigation • Troubleshooting the BCM450 hardware on page 19 • Power on self test on page 27 • Testing basic hardware functionality on p...

20 Chapter 3 Hardware Troubleshooting NN40160-700 NN40160-700 System status LEDs The chassis of the BCM450 contains two LEDs: a Status LED and a Power LED. The Power LED is located at the bottom left of the chassis; the Status LED is immediately above it. The table System status LEDs states and desc...

Chapter 3 Hardware Troubleshooting 21 BCM450 Troubleshooting Guide LAN port LEDs Each LAN port on the main unit and expansion unit has two LEDs. These LEDs indicate the status of the connection for that LAN port. The figure LAN port LED locations on page 21 shows the location of these LEDs on the ma...

24 Chapter 3 Hardware Troubleshooting NN40160-700 NN40160-700 BRIM LEDs The BRIM has one additional LED beside each RJ-48C jack. These LEDs are on when the ISDN line is active. The figure BRIM LEDs on page 24 shows the location of the LEDs on a BRIM. Figure 4 BRIM LEDs For more information on the po...

Chapter 3 Hardware Troubleshooting 25 BCM450 Troubleshooting Guide 2 Select the System folder and click the Keycodes task. The Keycodes panel displays and the installed features appear in the Keycodes list. 3 To enter a new keycode, click Load File . 4 Browse to where you saved the keycode file you ...

26 Chapter 3 Hardware Troubleshooting NN40160-700 NN40160-700 To restart the system Use this procedure to restart the system from the Element Manager. 1 Select Administration > Utilities > Reset. 2 Click the appropriate reset button. Table 5 lists the Reset functions. Table 5 Reset functions F...

Chapter 3 Hardware Troubleshooting 27 BCM450 Troubleshooting Guide To restart the system from the BCM450 hardware, use the reset button as described in Hardware reset functions on page 27. Note: When you restart the BCM450 system using the Reset button, the system will wait for 10 seconds for a user...

28 Chapter 3 Hardware Troubleshooting NN40160-700 NN40160-700 Figure 5 Example: Bootloader.log file with no errors Figure 6 Example: Boot file with errors Testing basic hardware functionality This section describes how to test the components of the BCM450 system, and how to troubleshoot them if they...

Chapter 3 Hardware Troubleshooting 29 BCM450 Troubleshooting Guide To test the main unit If you have the digital station feature included in your installed keycode, use the following test to ensure the main unit is operating properly: 1 Go to an extension that is connected to the RJ-21 telephony con...

30 Chapter 3 Hardware Troubleshooting NN40160-700 NN40160-700 4 Check for a dial tone. 5 Use this extension to make a call to another extension on the system. 6 If the expansion unit has an MBM that supports lines, go to an extension that has access to one of the lines on the MBM. 7 Select the line ...

Chapter 3 Hardware Troubleshooting 31 BCM450 Troubleshooting Guide Go to an extension that has access to one of the lines on the MBM if it is a trunk MBM. Select the line or line pool to which the line belongs. 3 Check for a dial tone. 4 Use this extension to make a call to another extension on the ...

32 Chapter 3 Hardware Troubleshooting NN40160-700 NN40160-700 3 Check that the correct feature for digital sets is included in your installed keycode. 4 Verify that the ATA2 is connected to a digital station port. 5 Allow sufficient startup time (30–60 sec). 6 Plug an analog device into the phone po...

Chapter 3 Hardware Troubleshooting 33 BCM450 Troubleshooting Guide Figure 7 Reset switch location Some possible situations in which you use the reset feature are: • If the BCM450 system is configured incorrectly to an extent that it is no longer functional. The customer must use a level 1 reset to r...

34 Chapter 3 Hardware Troubleshooting NN40160-700 NN40160-700 Activate the reset feature You activate the reset feature through the Maintenance CLI or the Configuration CLI. When you initiate a reset from the CLI menu, no further action is needed to complete the reset. You can monitor the progress o...

37 BCM450 Troubleshooting Guide Chapter 4 Software Troubleshooting Use the information in this chapter to troubleshoot problems related to the BCM450 software components. Navigation Complete the following tasks, in the order shown below, to troubleshoot some of the common problems that you may encou...

38 Chapter 4 Software Troubleshooting NN40160-700 NN40160-700 — The Restrictions tabbed panel allows you to define which restrictions will be active for individual lines. Note that lines that are assigned to the same line pool will automatically assign the same restrictions. — The Assigned DNs tabbe...

40 Chapter 4 Software Troubleshooting NN40160-700 NN40160-700 Properties The Properties tab shows basic line properties. Not all fields apply to all types of lines. The Properties tab is shown in Figure 10 on page 41 . Pub.Received # (Target lines only) <digits associated with a specific target l...

42 Chapter 4 Software Troubleshooting NN40160-700 NN40160-700 Preferences The Preferences tab shows information that may vary from trunk to trunk. Most of this information needs to coordinate with the line service provider equipment. The Preferences tab is shown in Figure 11. Figure 11 Preferences d...

Chapter 4 Software Troubleshooting 45 BCM450 Troubleshooting Guide Restrictions Assigning Line restrictions and Remote Access Package restrictions are part of the configuration for controlling calls out of the system (line restrictions) and into the system from a private network node or from a remot...

46 Chapter 4 Software Troubleshooting NN40160-700 NN40160-700 Assigned DNs The Assigned DNs tabbed panel displays the DN properties for lines that are assigned to telephones. This information can also be configured on the DN record. Any information added, deleted or modified in this table reflects i...

Chapter 4 Software Troubleshooting 47 BCM450 Troubleshooting Guide 5 Select the optional components that you want to include from the backup file. 6 Click the OK button. A warning window opens and displays information about components that will be affected by the restore operation. Read the warning ...

48 Chapter 4 Software Troubleshooting NN40160-700 NN40160-700 Verify the software inventory This section provides information about how to verify the level of software components and obtain updates to your software inventory. For information about applying software updates, please refer to the BCM45...

Chapter 4 Software Troubleshooting 49 BCM450 Troubleshooting Guide To obtain updates from the Nortel Technical Support Web page 1 In your web browser, enter www.nortel.com/cs and then click the Go button. The Nortel Technical Support Web page opens. 2 Download the required updates. 3 Create a direct...

51 BCM450 Troubleshooting Guide Chapter 5 Advanced Troubleshooting This chapter contains examples of advanced troubleshooting procedures. You must be a system administrator to perform these procedures. Navigation • Example 1: Cannot dial out from an analog trunk on page 51 • Example 2: Cannot dial o...

Chapter 5 Advanced Troubleshooting 53 BCM450 Troubleshooting Guide 9 Select the BCM Info tab and verify the status of the line. Example 2: Cannot dial out from a SIP or H323 VoIP trunk When you cannot dial out from a SIP or H323 VoIP trunk, you may experience the following problems in your network: ...

58 Chapter 5 Advanced Troubleshooting NN40160-700 NN40160-700 Note: In this example, the dialing plan is configured for a CDP Network with the recommended minimum 4 digit Private DN length Example 3: IP set is not registering with the BCM450 When an IP set cannot register with the BCM450, you may no...

Chapter 5 Advanced Troubleshooting 59 BCM450 Troubleshooting Guide If the number of phones connected does not exceed the number of licenses, and does not exceed the maxium number of IP sets supported, use the procedure Troubleshooting example 3b on page 59 to verify the configuration of the IP phone...

Chapter 5 Advanced Troubleshooting 61 BCM450 Troubleshooting Guide Troubleshooting example 4 1 Verify that the keycode is generated against the right system ID in the Keycode Retrieval System (KRS). Access the KRS using one of the following methods: a Connect to http://www.nortel.com/support/tools/k...

62 Chapter 5 Advanced Troubleshooting NN40160-700 NN40160-700 Troubleshooting example 5 1 Check that the LED indicators on the BCM Chassis are solid green. 2 Verify the physical connection from the carrier demarcation; ensure that the cable is securely connected. 3 Verify the physical connection fro...

Chapter 5 Advanced Troubleshooting 67 BCM450 Troubleshooting Guide Troubleshooting example 6 1 Select Configuration > Resources > Application Resources and select the VoiceMail + CC application. 2 Increase the maximum number of application resources (voice ports) for Voice Mail + CC. Example 7...

68 Chapter 5 Advanced Troubleshooting NN40160-700 NN40160-700 Example 8: Element Manager incorrectly shows expansion cabinet as empty Use the following procedure when a module is installed in the expansion cabinet, but the Element Manager shows the expansion cabinet as empty, and the MBM is not acti...

69 BCM450 Troubleshooting Guide Chapter 6 Recovery trees The chapter provides recovery trees for common troubleshooting scenarios. Navigation • System is not processing calls on page 69 • Start-up profile fails on page 70 • Cannot access BCM450 through Element Manager on page 71 • BCM450 shuts down ...

70 Chapter 6 Recovery trees NN40160-700 NN40160-700 Figure 12 System is not processing calls Start-up profile fails Use the following flowchart when the start-up profile of the BCM450 fails.

Chapter 6 Recovery trees 71 BCM450 Troubleshooting Guide Figure 13 Star t-up profile fails Cannot access BCM450 through Element Manager Use the following flowchart when you cannot access the BCM450 through Element Manager.

Chapter 6 Recovery trees 73 BCM450 Troubleshooting Guide BCM450 shuts down unexpectedly Use the following flowchart when the BCM450 shuts down unexpectedly. Figure 15 Unexpected shutdown

75 BCM450 Troubleshooting Guide Chapter 7 Downloading Software Use the information in this chapter to download BCM450 software. Navigation • Downloading software from the BCM450 webpage on page 75 • Downloading software from the Nortel web site on page 77 Downloading software from the BCM450 webpage...

76 Chapter 7 Downloading Software NN40160-700 NN40160-700 To download software from the BCM450 webpage 1 Connect to the BCM450 web page: — If the BCM450 is installed on the network use a browser and type in the BCM450 IP address as the URL in the following format: http://xxx.xxx.xxx.xxx — If the BCM...

Chapter 7 Downloading Software 77 BCM450 Troubleshooting Guide http://10.10.11.1/ 2 Enter the user name and password to be authenticated on the BCM450 web page. 3 Select the link for the type of application that you want to download. 4 Select the link for the specific application or tool that you wa...

79 BCM450 Troubleshooting Guide Chapter 8 Troubleshooting Tools The BCM450 system provides several tools that you can use to diagnose problems. Navigation • Service Management on page 79 • Status and Metrics on page 79 • Utilities on page 80 • Command Line Interface on page 80 Service Management You...

80 Chapter 8 Troubleshooting Tools NN40160-700 NN40160-700 • Hunt Group Metrics—Access the Hunt Group metrics to evaluate total call processing by hunt group member. • PSTN Fallback Metrics—View how many fallback attempts and fallback failures occur within a specific period using the PSTN Fallback M...

Chapter 8 Troubleshooting Tools 81 BCM450 Troubleshooting Guide For either method, your user account must be assigned the System-CLI privilege before you can access the CLI. Accessing the CLI through a serial connection 1 Connect a serial cable with a 9-pin female connector from the serial port on a...

82 Chapter 8 Troubleshooting Tools NN40160-700 NN40160-700 • 2—Shutdown. The system shuts down. You need physical access to the BCM450 hardware to restart the system. • 3—Safe OS. The system reboots to the Safe OS and waits 1 minute for you to login. When you login within 1 minute, the Maintenance C...

83 BCM450 Troubleshooting Guide Chapter 9 Understanding system messages The BCM450 system generates alarms, logs, traps, and other system messages that you can use to troubleshoot problems. Alarms, logs, and traps For information about system messages, see the following chapters in the BCM450 Fault ...

85 BCM450 Troubleshooting Guide Chapter 10 Useful Troubleshooting Links Use the information in this chapter to find additional reference information when you are troubleshooting a problem with the BCM450 system. As part of your initial troubleshooting, Nortel recommends that you check these resource...

86 Chapter 10 Useful Troubleshooting Links NN40160-700 NN40160-700 To use the Knowledge and Solution Engine 1 Go to the Nortel Web site: www.nortel.com 2 Log in using user name and password. 3 Select SUPPORT & TRAINING. 4 Select ONLINE SELF-SERVICE, and then select Knowledge Base. The Online Sel...

87 BCM450 Troubleshooting Guide Chapter 11 Frequently Asked Questions The chapter provides answers to frequently asked questions. Navigation • Backup, restore, and reset operations on page 87 • Password protection on page 89 • Fault management on page 90 • System and status information on page 91 • ...

88 Chapter 11 Frequently Asked Questions NN40160-700 NN40160-700 6 Click the Yes button to proceed.A progress window opens. When the backup is complete, the Backup Complete message appears. 7 Click the OK button. How do I restore the BCM450 from a previous backup? Use the following procedure to rest...

Chapter 11 Frequently Asked Questions 89 BCM450 Troubleshooting Guide Completing a warm or cold reset 1 Select Administration > Utilities > Reset, and click one of the following buttons: a Reboot BCM450 System will restart the operatingsystem of the BCM450 b Warm Reset Telephony Services will ...

90 Chapter 11 Frequently Asked Questions NN40160-700 NN40160-700 Fault management This section answers the following frequently asked question: • How do I view Alarms? Can I acknowledge and clear them? on page 90 How do I view Alarms? Can I acknowledge and clear them? When you view an alarm on the a...

Chapter 11 Frequently Asked Questions 91 BCM450 Troubleshooting Guide 4 To change the order of columns in the Alarm table, select a column and drag it left or right to the desired location, and release it. 5 To view a column by ascending or descending order, click the column heading. To acknowledge ...

92 Chapter 11 Frequently Asked Questions NN40160-700 NN40160-700 5 Click the Transfer button.The Transfer To window opens. 6 Select the log file categories that you want to include in the log file transfer. All the log files associated with the selected categories will be transferred. 7 Click the OK...

Chapter 11 Frequently Asked Questions 93 BCM450 Troubleshooting Guide How do I capture the current BCM450 configuration? You can create a programming file that contains the current settings of all or part of your Element Manager data. These files can be saved in either HTML or Excel spreadsheet form...

94 Chapter 11 Frequently Asked Questions NN40160-700 NN40160-700 6 Click on Save. How do I find the BCM450 system health? You can use the BCM Monitor to view information about system health. The Usage Indicators tab on the BCM Monitor displays real time information about the BCM450 system, including...

Chapter 11 Frequently Asked Questions 95 BCM450 Troubleshooting Guide Verify the current software revision 1 Select Configuration > Sytem > Identification. How do find the BCM450 System ID and Serial Number? Use the following procedure to view the system ID and serial number. Viewing the syste...

96 Chapter 11 Frequently Asked Questions NN40160-700 NN40160-700 What is an Ethernet loop, and how do I avoid creating one? The BCM450 does not support the Bridging Protocol Data Unit (BPDU), and therefore, you must be careful not to create Ethernet lops in the network while connected ot these two p...

99 BCM450 Troubleshooting Guide Chapter 12 Contacting Technical Support If you have been unable to resolve an issue using the information and steps provided in this guide, use the information in this chapter to contact Nortel Technical Support. This chapter identifies all of the critical information...

100 Chapter 12 Contacting Technical Support NN40160-700 NN40160-700 — Who made these changes? Were the changes made by a partner or customer? Provide the names of the individuals who made the changes. • Actions taken: — Have you checked that the product’s software or firmware is a Current or Sustain...

Chapter 12 Contacting Technical Support 101 BCM450 Troubleshooting Guide Getting help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or s...