Nortel NN44200-700 - Manuals

9 Chapter 1How to get help This section explains how to get help for Nortel products and services. Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the NortelTechnical Support Web site: http://www.nortel.com/suppor t This site provides quick acc...

10 Chapter 1 How to get help Getting Help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers, you can use an ExpressRouting Code (ERC) to quickly route your call to a specialist in your Nortelproduct or service. To locate the ERC for your product or ...

11 Chapter 2Overview In this chapter "General" (page 11) "Reference documents" (page 12) General This troubleshooting reference guide describes symptoms that can appearon all CallPilot server platforms, and provides step-by-step troubleshootingprocedures. The troubleshooting procedur...

12 Chapter 2 Overview Reference documents Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks .

13 Chapter 3Hardware troubleshooting In this chapter "201i server" (page 13) "703t server" (page 17) "1002rp server" (page 28) "1005r server" (page 41) "600r" (page 50) 201i server System troubleshooting Trouble Action The system emits beepcodes. The state of ...

14 Chapter 3 Hardware troubleshooting Trouble Action The HEX display is not onat startup. The system can be in a catastrophic failure state. • The power supplies have malfunctioned. • The 8051 system controller failed. The 8051 system controller and the HEX display work together andperform a quick s...

201i server 15 SCSI peripheral troubleshooting Trouble Action The system does not startfrom the CD-ROM. Note: The 201i server does not support this feature at this time. The system displayserror messages whilethe operating system isinstalled from the CD-ROM. Ensure that the most recent version of th...

16 Chapter 3 Hardware troubleshooting Trouble Action • The other two LEDs indicate the IDE (I) and SCSI (S) activityof the following devices: — IDE (I) — SCSI (S) If the Ethernet link LEDs are not on, check the Ethernet cabling. Note: The link LEDs blink to indicate network activity. The CallPilot N...

703t server 17 703t server Server LEDs The LEDs indicate the state of your server and can help you troubleshootstartup problems. The following tables provide useful information on theexternal and internal LEDs. External LEDs Description Information MPB96 DS30 link LEDs(three green LEDs locatedon the...

18 Chapter 3 Hardware troubleshooting Description Information started and the CallPilot diagnostic screen has appeared, thenthe MPB96 board is defective or the DSP and NTBus driversdo not function properly. • The CTbus FPGA Done LED (the farthest from the card I/Obracket) works in tandem with the DS...

703t server 19 System troubleshooting Trouble Action The system does not bootand appears dead. Thesystem does not emit anybeeps. The fans do notturn. Verify that the power cord is properly plugged in the power outlet. Check if other equipment plugged in the same power outlet works. Note: If the fans...

20 Chapter 3 Hardware troubleshooting Trouble Action The system beeps anddisplays information on thescreen, but the operatingsystem does not start up. This is a typical RAID beep. One of the following condition is present: • One cable or both cables from the hard drives is disconnectedor improperly ...

703t server 21 Trouble Action The system starts up and,immediately after the videoinformation string displaysan error message suchas the following: PCI vendor ID does not match the Device ID. This is not a critical error message. In CallPilot 3.0, this trouble has been fixed by upgrading the BIOS. F...

22 Chapter 3 Hardware troubleshooting RAID troubleshooting Trouble Action The system boots andgenerates beeps. One or more logical drives is in critical mode (one of the drives isin FAIL condition). Rebuild the drives. If the drive rebuilding is unsuccessful, replacethe drives. The system does not d...

MPB96 board troubleshooting 23 Trouble Action The system does notrebuild a new drive installedto replace a faulty drive. When you replace a defective drive, the new drive must be largerthan the original drive. In this case, the system rebuilds the newdrive. However, if the new drive is smaller than ...

24 Chapter 3 Hardware troubleshooting • CallPilot 2.0x: version 1.0, May 2003 The CallPilot system contains two types of FPGA firmware. FPGA firmware Description PCI FPGA The version format of the PCI FPGA firmware follows an internalnaming convention established to facilitate the tracking of the ca...

MPB96 board troubleshooting 25 4 Select the board number; that is, the slot in which the board isinstalled (for example, 4 for a 703t system connected to a Meridian 1switch). 5 Select option 5 (500 ms polling time) Result: The system launches the nbhaltswmon.exe utility anddisplays a screen containi...

26 Chapter 3 Hardware troubleshooting The dbg128.exe is an extremely powerful tool designed for debugging theMPB96 board. It can replace all the preceding tools and provide full controlover all the MPB96 registers and memory. Windows and CallPilot hardware troubleshooting Trouble symptom Action The ...

28 Chapter 3 Hardware troubleshooting Trouble symptom Action The system detects theMPB96 board only partially,and Configuration Wizarddoes not run. The MPB96 board is configured incorrectly from the clocking pointof view. Contact your Nortel support representative for assistance. The system detects ...

30 Chapter 3 Hardware troubleshooting Description Information started and the CallPilot diagnostic screen has appeared, thenthe MPB96 board is defective or the DSP and NTBus driversdo not function properly. • The CTbus FPGA Done LED (the farthest from the card I/Obracket) works in tandem with the DS...

1002rp server 31 Beepcount Message Description 7 Processor ExceptionInterrupt Error The CPU on the processor board generated an exceptioninterrupt. 8 Display MemoryRead/Write Error The system video adapter is missing, or its memory isfaulty. Note: This error is not fatal. 9 ROM Checksum Error The RO...

32 Chapter 3 Hardware troubleshooting Trouble symptom Action The system does notstart, but emits beeps. Noinformation is displayed onscreen. Identify the type of beeps that your system emitted. • The system board beeps are usually short; their pattern isidentified in the 1002rp Server Maintenance an...

1002rp server 33 Trouble symptom Action Ctrl+M utility at startup, and ensure that the RAID setup matchesthe settings indicated in the 1002rp Server Maintenance andDiagnostics guide. The system boots to theoperating system andbeeps intermittently. ATTENTION Do not reboot your system! This symptom ty...

34 Chapter 3 Hardware troubleshooting Trouble symptom Action • If the system boots correctly, consider replacing the PCIbackplane because it is only partially functional. • If the system does not boot correctly, replace the PCI backplane. Note: Each set of four slots is controlled by a different PCI...

36 Chapter 3 Hardware troubleshooting Trouble Action RAID troubleshooting Trouble Action The system boots but emitsbeeps. One or more logical drives are in critical mode (one of the drivesis in FAIL condition). Rebuild the drives. If the drive rebuilding isunsuccessful, replace the drive. The system...

38 Chapter 3 Hardware troubleshooting MPB16-4 board troubleshooting Trouble Action The CallPilot Diagnosticstool reports that all or someof the DSPs have failed. Ensure that the release of your board is 05 or later. If you have more than one MPB16-4 board in the server, ensure thatthe SCBus cable is...

40 Chapter 3 Hardware troubleshooting Trouble Action All DSP diagnostics fail atsystem startup. Ensure that the MPB16-4 boards are release 5 or later. Ensure that the PCI backplane does not have Intel PCI bridge chips. Shut down the server and open the lid. Power up the server andcheck if the PCI LE...

1005r server 41 Trouble Action The system ELAN orCLAN are not working,even though they aredetected and displayedin the operating systemcontrol panel. Enable the NIC controllers in the BIOS, and ensure that the BIOSsettings are correct. Open a DOS command prompt window and type ipconfig /all . The ip...

42 Chapter 3 Hardware troubleshooting Server LEDs The LEDs indicate the state of your server and can help you troubleshootstartup problems. The following tables provide useful information about theexternal and internal LEDs. Front panel LEDs LED Functional Description CRT A critical system fault is ...

1005r server 43 Internal LEDs Description Information MPB96 board LEDs The three red LEDs at the top of the MPB96 board are visible throughthe grill at the back of the server. • The PCI FPGA Done LED (the closest to the card I/O bracket)comes on at startup and turns off immediately. This indicatesth...

1005r server 47 8. Boot into service. During startup, a message indicates that theSystem Event Log is full and the log must becleared. This is an unusual situation and appears onlyif the server was booted many times. Viewthe log before clearing it. See the 1005rHardware Maintenance and Diagnostics g...

50 Chapter 3 Hardware troubleshooting The system detects theMPB96 board only partially,and Configuration Wizarddoes not run. The MPB96 board is configured incorrectly from the clockingpoint of view.Contact your Nortel support representative for assistance. The system detects theMPB96 board, but does...

52 Chapter 3 Hardware troubleshooting Internal LEDs Description Information MPB96 board LEDs The three red LEDs at the top of the MPB96 board are visible throughthe grill at the back of the server. • The PCI FPGA Done LED (the closest to the card I/O bracket)comes on at startup and turns off immedia...

600r server 55 The system boots but a red CRT LED and anamber PWR LED appears. One power supply is faulty, or the AC cable isunplugged (or faulty). The system boots but PCI errors appear or fillthe screen. Ensure the PCI raiser assembly is plugged incorrectly, aligned, and firmly pressed into theslo...

59 Chapter 4Network troubleshooting In this chapter "Check cabling" (page 59) "Check end-to-end connectivity" (page 59) "Check network adapters and driver installation" (page 59) "Check TCP/IP configuration" (page 60) "Test the TCP/IP" (page 82) "Check eve...

60 Chapter 4 Network troubleshooting b. Double-click System. c. Click the Hardware tab. d. Click Device Manager. 2 Expand the Network Adapters tree by clicking the plus sign (+) tothe left of this device entry. Result: Two Ethernet adapters are displayed under NetworkAdapters. 3 Right-click the firs...

Check TCP/IP configuration 61 2 Right-click CLAN, and then click Status on the shortcut menu. Result:The following dialog box appears. 3 Click the Support tab. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks .

62 Chapter 4 Network troubleshooting 4 Click Details. Result:The following box appears. 5 Click Close. 6 Click Repair on the network adapter status dialog box Result:The following dialog box appears. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyrig...

Check TCP/IP configuration 71 16 Click Cancel to close the TCP/IP filtering dialog box. 17 Click Cancel to close the Advanced TCP/IP Settings dialog box. 18 Click the Authentication tab in the CLAN Properties dialog box. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0...

72 Chapter 4 Network troubleshooting 19 Click the Advanced tab in the CLAN Properties dialog box. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks .

Check TCP/IP configuration 73 20 Click the General tab in the CLAN Properties dialog box. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks .

74 Chapter 4 Network troubleshooting 21 Click Configure. Result: The Ethernet adapter Properties dialog box appears. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks .

Check TCP/IP configuration 75 22 Click the Advanced tab. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks .

76 Chapter 4 Network troubleshooting The default property values in the Advanced tab differ according tothe link and CallPilot platform used. The following tables provide thedefault values for different cases. Note: Other values can work and can be acceptable undercertain circumstances. 201i Intel 8...

82 Chapter 4 Network troubleshooting 25 Perform steps 2 through 22 for the ELAN adapter. —End— Test the TCP/IP Step Action 1 Open a Command Prompt window. 2 Type ipconfig/all to display the network settings. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...

Check event logs 83 3 Use the ping command to check if other IP addresses are reachable.For example, ping the IP address of the switch. Note: Do not type the IP address shown in the precedingillustration. Use the IP address of your switch. —End— Check event logs Check the system log for problems tha...

86 Chapter 4 Network troubleshooting Checking the SCSI speed for RAID controllers Check SCSI channel speed if there are issues with the hard drive. Beforeshutting down and after rebooting, check the previous power up negotiatedspeed using Power Console Windows Utility. If the speed shown is anything...

Checking the SCSI speed for RAID controllers 87 To check the SCSI speed Step Action 1 Start the system and press CTRL+M when prompted during systemstartup. The CTRL+M utility can take up to one minute to launch with1L37 firmware. The system can appear frozen. Do not reset. 2 From the Objects menu, s...

89 Chapter 5Routing and remote accesstroubleshooting In this chapter "General" (page 89) "Modem" (page 90) "Routing and Remote Access" (page 99) "Symantec pcAnywhere" (page 109) "Microsoft Remote Desktop Connection (RDC)" (page 112) General Follow these genera...

90 Chapter 5 Routing and remote access troubleshooting Modem The preliminary modem troubleshooting routine consists of ensuring that: • The modem is functioning and ready to accept calls. • The modem is properly connected to the COM1 serial port, or the USBport for the 1005r. • The modem is connecte...

Modem 91 Result: The list of devices appears. 2 Locate the Modem in the list. If Modems are not listed: a. Right- click on the top device (the computer name) and select Scan for hardware changes. Result: The screen flashes a couple of times and the list ofModems appears. If Modems are listed: b. Cli...

92 Chapter 5 Routing and remote access troubleshooting 2 Click the Modems tab. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks .

Modem 93 3 Click Properties. Result: The modem Properties dialog box appears. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks .

Modem 95 5 Click the Diagnostics tab. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks .

Routing and Remote Access 99 9 Click Close, and then close the Phone and Modem Options dialogbox. —End— Routing and Remote Access The following procedure walks you through the steps necessary fortroubleshooting RRAS issues in Windows 2003. Ensure that all settings, aswell as the variables specific t...

100 Chapter 5 Routing and remote access troubleshooting Step Action 1 Start → Programs → Administrative Tools, and double-click Routing and Remote Access. Result: The Routing and Remote Access Window appears. 2 Click the plus sign (+) to the left of the server name in the left paneto expand the tree...

Routing and Remote Access 101 6 Click Remote Access Policies in the left pane. 7 Right-click Connections to Microsoft Routing and Remote Accessserver, and then click Properties on the shortcut menu. Result: The following dialog box appears. Nortel CallPilot Troubleshooting Reference Guide NN44200-70...

104 Chapter 5 Routing and remote access troubleshooting 10 Click OK to close the Edit Dial-in Profile dialog box. 11 Right-click the server name (in this example, cplab237a) in the leftpane of the Routing and Remote Access window, and then clickProperties on the shortcut menu. Result: The server pro...

Symantec pcAnywhere 109 16 Click OK to close the server properties dialog box, and then closethe Routing and Remote Access window. —End— Symantec pcAnywhere The Symantec pcAnywhere must be running so that the remote connectionto a CallPilot server can be established. A blue-green square with a check...

110 Chapter 5 Routing and remote access troubleshooting ATTENTION The illustrations show the default Symantec pcAnywhere configuration. Undersome circumstances, it can be useful to define the pcAnywhere host in other ways. Step Action 1 Click Start → Programs → Symantec pcAnywhere. Result: The Syman...

Symantec pcAnywhere 111 4 Click the Callers tab. Verify settings. 5 Click the Security Options tab. Verify settings. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks .

112 Chapter 5 Routing and remote access troubleshooting 6 Click Close, and then close the Symantec pcAnywhere window. —End— Microsoft Remote Desktop Connection (RDC) The Remote Desktop Client software is installed by default on WindowsXP Professional and on Windows Server 2003. However, the versionf...

Enable remote desktop feature and set policy on host 113 Result: The End User License Agreement window appears. 3 Accept the terms of the agreement and click on Next. Result: The Customer Information screen appears. 4 Type in your user name, organization, and click the Anyone whoUses this Computer b...

114 Chapter 5 Routing and remote access troubleshooting 2 Ensure the Allow users to connect remotely to this computer optionis selected. Click OK to close the window. 3 Open the Group Policy Snap-in to choose from the five optionsavailable for remote control settings. Open a command promptwindow by ...

Establish a RAS connection 115 5 On the left side of the window, expand Computer Configuration,Administrative Templates, Windows Components, and then selectTerminal Services. 6 On the right side of the window, double-click Sets Rules for RemoteControl Terminal Services User Sessions. 7 The Sets Rule...

116 Chapter 5 Routing and remote access troubleshooting Step Action 1 Connect to the CallPilot server using Dial-Up Networking. Usethe NGenDist or NGenSys accounts because these accounts areenabled for dial-up access. You will need the password for theaccount. Note: The details of using Dial-up Netw...

Starting the Remote Desktop Client 117 Starting the Remote Desktop Client Private Session (preferred method) Use this method to perform the following tasks: • Establish a private login session remotely, not visible from the serverconsole. • Utilize the CallPilot Support Tools. • Transfer files from ...

118 Chapter 5 Routing and remote access troubleshooting 3 Type the IP address or computer name, a space, and the suffix/console. 4 Type the User name and Password. 5 Click the Local Resources tab. Result: The Local Resources window appears. 6 Make the disk drives and printers from the client PC avai...

Starting the Remote Desktop Client 119 10 Specify the connection speed (broadband or modem) that theconnection will be optimized for by entering these recommendedsettings: a. Select Performance → Modem (28.8 Kbps). b. Select Bitmap caching → Enabled. 11 Click Connect to create the remote desktop con...

120 Chapter 5 Routing and remote access troubleshooting Shared Session (only if local console is logged on) Use this method in the following conditions: • You need a shared login session to see exactly what is on the localconsole, and all tasks are visible from the server console. Use a sharedlogin ...

122 Chapter 5 Routing and remote access troubleshooting 13 Within the Remote Desktop session: a. Select Start → Run, then in the Open box type cmd and click OK. b. In the command prompt window, type shadow 0 and press Enter. Result: This step puts your private session on hold and startsa shared sess...

CallPilot support tools 123 Result: The shared disk drives are again visible. You can toggleback and forth using shadow 0 and CTRL num *. —End— Notes: If no numeric keypad exists (for example, using a laptop), use the Functionand * keys. If you logout while in a shared session, console shadowing end...

124 Chapter 5 Routing and remote access troubleshooting There is no way to send the CTRL-ALT-DEL key combination. If you need toreboot the CallPilot server, use Start → Shutdown. To disconnect, log out from the NGenDist session. Logging out closes anyprograms you started and terminates the Remote De...

Double-Hop remote control 125 6 Uncheck Use default gateway on remote network. Click OK to closeall windows. Result: The warning box appears with the following message: Since this connection is currently active, some setting will not take effect until the next time you dial it. 7 Click OK. 8 Disconn...

126 Chapter 5 Routing and remote access troubleshooting Double-Hop remote control is also possible using two Remote DesktopConnections if the intermediate PC is running an operating system thatincludes the Remote Desktop Connections Server. This method is effectiveand functions optimally when both s...

View or disconnect concurrent or previous stale sessions 127 If this occurs, it is still possible to make a connection without the need forlocal intervention. Use a private session to connect, forcing any local userto logout and allowing you to connect. Disconnecting the Remote Desktop Connection se...

128 Chapter 5 Routing and remote access troubleshooting To start the Terminal services Manager select Start → Programs → Administrative Tools → Terminal Services Manager. Note: Similar functionality is also available from the Users tab of theTask Manager. Result: The Terminal Services Manager window...

Troubleshooting tips 129 Step Action 1 Open a command prompt window on your client PC. 2 Type mstsc /console and press Enter. Result: The RDC connection window appears. 3 Type the IP address of the server into the Computer field and clickConnect. —End— Unable to transfer files to the remote CallPilo...

134 Chapter 6 Application troubleshooting Diagnostic steps Resolution Verify the new configuration (continued). 15 If the ASR language component wasinstalled, verify that the ASR load wasflashed in the DSP. Verify that the names of the ASRload for a specific language are inthe flashnames.dat file, w...

135 Symptom 3: Callers hear re-order tone when dialing or being forwardedto CallPilot Diagnostic steps Resolution 1. Ensure the Meridian 1 or CS1000 is notencountering network blocking. This could becaused by installing more than three MGatecards in the same superloop. A Refer to NTP 553-3021-120 CS...

136 Chapter 6 Application troubleshooting Diagnostic steps Resolution Verify the prompt installation. 5 Check the language installationlog file: D:\nortel\sysops\MPCX\langprompts.xxxx.log. 6 Verify that the last line of the log fileis "Prompt Installation completedsuccessfully." C Reinstall ...

137 Symptom 6: Contact Center voice services do not work The Event Browser displays a Meridian Link* TSP or ACCESS link event.Mailbox owners notice that calls are not answered. Diagnostic steps Resolution Verify that the voice port configuration is consistent across all subsystems. 1 Verify the Call...

138 Chapter 6 Application troubleshooting Diagnostic steps Resolution Verify that the voice port configuration is consistent across all subsystems. • The ACCESS and IVR channels areconfigured as follows: AST=0, 1 andCLS=MMA, FLXA. • All CallPilot server ELAN VAS IDs areconfigured as follows: SECU=YE...

139 Diagnostic steps Resolution Solution 2 1 Leave only the Unauthenticatedoption selected in Security Modesfor SMTP Sessions, and select thecorrect option in UnauthenticatedAccess Restrictions. This solution isless secure becauseCallPilot allowsunauthenticated desktop users tosend messages to exter...

142 Chapter 6 Application troubleshooting Diagnostic steps Resolution The available services appear in theright pane. O In the right pane, right-click IIS AdminServices, and then click Restart onthe shortcut menu. The Restart Other Servicesconfirmation dialog box opens. P Click Yes. The IIS Admin Se...

143 Chapter 7Meridian Mail to CallPilot migrationtroubleshooting In this chapter "General" (page 11) "Symptom 1: Error reading tape during data transfer or message migration"(page 144) "Symptom 2: All users cannot be migrated due to an invalid user-preferredlanguage ID" (page...

144 Chapter 7 Meridian Mail to CallPilot migration troubleshooting Use both the Meridian Mail to CallPilot Migration Utility Guide and thischapter to troubleshoot migration issues. Symptom 1: Error reading tape during data transfer or messagemigration Diagnostic steps Resolution Verify the log file ...

Symptom 3: The system failed to create a map directory 145 Diagnostic steps Resolution Rerun the tape on a different CallPilot server. H If the system does not display an errormessage, then the tape is good and theproblem is on CallPilot server. Reboot theCallPilot server. 9 Type the correct command...

146 Chapter 7 Meridian Mail to CallPilot migration troubleshooting Diagnostic steps Resolution Note: You must always start themigration program from the directoryD:\nortel\MPCX\Migration. B If you still have problems when you startthe program from the correct directory,check the same directory to fi...

Nortel CallPilot Troubleshooting Reference Guide Copyright © 2007, Nortel NetworksAll Rights Reserved. Publication: NN44200-700 Document status: Standard Document version: 01.05 Document date: 26 June 2007 To provide feedback or report a problem in this document, go to http://www.nortel.com/document...