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Nortel Networks Server 1005r User's Manual

1. Parameter Description t Pings the specified host until interrupted a Resolves addresses to host names n count Specifies the number of echo requests to send l size Sends buffer size f Sets Don t Fragment flag in packet i TTL Specifies the Time To Live v TOS Specifies the Type Of Service r count Specifies the number of Record route for count hops s count Specifies the number of Time stamp for count hops j host list Specifies the Loose source route along host list k host list Specifies the Strict source route along host list w timeout Specifies the Timeout in milliseconds to wait for each reply 50 CallPilot June 2007 Using Windows online diagnostic tools To run the ping command from Windows Click Start gt Programs gt Accessories gt Command Prompt Result The Command Prompt dialog box appears Type ping lt destination IP address gt for example ping 200 286 32 0 or ping lt computer name gt Press Enter Result The system displays the ping results Type Exit to exit the Command Prompt dialog box and return to Windows The tracert command This utility determines the route taken to a destination How tracert works The tracert utility follows several steps to complete its task Tracert sends Internet Control Message Protocol ICMP echo packets with varying Time To Live TTL values to the destination Each router along the path must decrement th
2. 92 CallPilot June 2007 Using CallPilot system utilities Diagnostics Tool Use the Diagnostics Tool to enable or disable CallPilot startup diagnostics CallPilot startup diagnostics automatically identify hardware problems that can exist when the system and its services are started When you disable startup diagnostics you can save time during system maintenance operations where restarts or call processing services restarts are required There are three recommended steps a Use the Diagnostics Tool to turn off CallPilot startup diagnostics Perform system maintenance m Use the Diagnostics Tool to turn on CallPilot startup diagnostics To access the Diagnostics Tool On the Windows desktop click Start gt Programs gt CallPilot gt System Utilities gt Diagnostic Tool Result The Diagnostics Tool dialog box appears To enable startup diagnostics From the Diagnostics Tool dialog box select Configuration gt Maintenance Startup Diag gt Enable To disable startup diagnostics ATTENTION Nortel recommends that you leave the startup diagnostics turned on When you disable CallPilot startup diagnostics you prevent CallPilot from automatically identifying hardware problems that can exist when the system and its services are started for example DSP time switch or Media Bus 1005r Server Maintenance and Diagnostics 93 Using CallPilot system utilities Standard 1 10 On the Diagnostics Tool d
3. System Monitor is a nondestructive tool that does not alter the behavior of any CallPilot components To access the CallPilot System Monitor On the Windows desktop click Start gt Programs CallPilot gt System Utilities gt System Monitor Result The CallPilot System Monitor window appears By default the Channel Monitor tab appears at the top Click the other tabs to view the information on those tabs Channel Monitor tab The following is an example of the Channel Monitor tab when connected to a Meridian 1 1005r Server Maintenance and Diagnostics 99 Using CallPilot system utilities Standard 1 10 Figure 13 Channel Monitor with M1 Tz CallPilot System Monitor Of x Channel Monitor System Info Legend Help CTMS Server Running Telephony TAPI Running MCE Notification MAS Notification In full service In full service MAS MSP In full service In full service SQL Anywhere In full service MAS Rete Pckg 1 Up Time 165 29 22 P P P PPP PP ie P P ie ie ie ie ie ie ie ie ie ie I I IZ CallPilot services The Service Name pane shows the status of services from a CallPilot perspective The Windows Services Control Panel can show that a service is running but it may not be fully running or in service from a CallPilot perspective Refer to the Channel Monitor tab in the Systems Monitor for the true status The service
4. from the Startup Result The Nortel CallPilot Image Menu appears 1 1005r server B OS update 140 CallPilot June 2007 RAID operations 2 1005r server FRU SDR firmware update 3 1005r server Board Management Controller BMC firmware update 4 LS1320 1 RAID controller firmware update 5 1005r system utility and SEL viewer 6 Goto DOS Enter 4 to run the LSI320 1 RAID card firmware update from the Nortel CallPilot Image Menu Result The system prompts you to confirm the RAID firmware update Enter Y to confirm Result The update progress dialog box appears with the following message System will now reboot Press any key to continue Enter any key Result The system reboots and the Startup Menu appears Remove the DVD from the DVD combo drive Restart the server 1005r Server Maintenance and Diagnostics 141 RAID operations Standard 1 10 Configuring RAID using LSI320 1 controller and Ctrl M The configuration of the RAID card is stored on both the card and the hard drive Typically you are not required to reconfigure RAID unless you are making a change to the RAID system for example if you replace the hard drives with higher capacity hard drives CAUTION AN Risk of data loss This procedure requires that the logical drive be initialized When you initialize the logical drive all data on the hard drives is erased Do not perfor
5. 1005r Server Maintenance and Diagnostics 3 Standard 1 10 WINZIP is a trademark of Nico Mark Computing Inc XEON is a trademark of Intel Inc All other trademarks and registered trademarks are the property of their respective owners Information for Japan Japan Denan statement The following applies to server models 703t and 1002rp AN Warning Please be aware of the following while installing the equipment e Please use the connecting cables power cord and AC adaptors shipped with the equipment or specified by Nortel to be used with the equipment If you use any other equipment it may cause failures malfunctioning or fire e Power cords shipped with this equipment must not be used with any other equipment If the above guidelines are not followed it may lead to death or severe injury ss AG GERSICCH RICE UPROCECERBCESLY iT FIL BRAK ACTF FSREOR MIL DIR AICABen CHET ATMEL eC RACES Ati HE AOR me AICS S cM PEFR R KRORACZSCEMHVET BSN CHET THEO BRIA KEHO Has ICISRAAL GLY CCKESLY batt BRS TORWE LO PARRCEASSRMORAERSOCERHVET Japan VCCI statement The following applies to server models 703t 2011 and 1002rp VCCI A 4 CallPilot June 2007 This is a Class A product based on the standard of the Voluntary Control Council for Interference by Information Technology Equipment VCCI If this equipment is used in a domestic environment radio disturbance may occur in which case
6. Ele Action Yiew Help e gt amen e J Event Viewer Local System 1 382 event s 3 Application Security i System Type O information G Information G information Ginformation Warning Warning A warning A warning A warning A warning A warning A warning A warning A warning Warning A warning A warning Warning Warning A warning A waring 4 Date 9 8 2004 918 2004 9 8 2004 9 8 2004 918 2004 9 8 2004 9j8j2004 9 8 2004 9 8 2004 9 8 2004 9 8 2004 9 8 2004 9 8j2004 9 8 2004 9 8 2004 9 8 2004 9 8 2004 9 8 2004 9 8 2004 9 8 2004 9 8 2004 Time 9 29 17 AM 9 29 17 AM 9 29 17 AM 9 29 17 AM 9 26 57 AM 9 26 57 AM 8 26 57 AM 8 26 57 AM 7 26 57 AM 7 26 57 AM 6 26 57 AM 6 26 57 AM 5 26 57 AM 5 26 57 AM 4 26 57 AM 4 26 57 AM 3 26 57 AM 3 26 57 AM 2 26 57 AM 2 26 57 AM 1 26 57 AM Source Print Print Print Print LsaSrv LsaSrv LsaSrv LsaStv LsaSrv LsaSrv LsaStv LsaSrv LsaSrv LsaStv LsaSrv LsaSrv LsaSrv LsaSrv LsaSrv LsaSrv LsaSrv Categor None None None None SPNEGO SPNEGO SPNEGO SPNEGO SPNEGO SPNEGO SPNEGO SPNEGO SPNEGO SPNEGO SPNEGO SPNEGO SPNEGO SPNEGO SPNEGO SPNEGO SPNEGO Event User 2 SYSTEM 9 SYSTEM 2 SYSTEM 9 SYSTEM 40961 NJA 40960 NJA 40961 NJA 40960 NJA 40961 NJA 40960 NJA 40961 NJA 40960 NJA 40961 N
7. Late POST Timeout Disabled Hard Disk OS Boot Timeout Disabled PXE OSBoot Timeout Disabled OS Watchdog Timer policy RESET Platform Event Filtering Enabled 192 CallPilot June 2007 Maintaining the BIOS and system board firmware Using system event logs The system event logs record all the hardware events that take place while the system boots up and functions You can view these logs even when the system is not operational through the utilities on the CallPilot Image DVD ATTENTION This tool is only intended for use by authorized level 2 support personnel under Nortel supervision The system event logs can only hold 2000 events and display a warning message when full You must clear the logs to turn off the warning message Refer to To clear system event logs on page 194 Even if your system is not operational you can save the system event logs to an optional USB media drive Your support representative can use the logs to diagnose hardware faults Refer to To save system event logs to a USB media drive on page 194 To view system event logs 1 Boot from the CallPilot Image DVD and display the Nortel CallPilot Image Menu that lists the utilities Refer to To display the Nortel CallPilot Image Menu on page 187 2 Enter 5 to run the 1005r system utility and SEL viewer from the Nortel CallPilot Image Menu 3 Enter Y to confirm that you want to run the utility Result The
8. No of Logical drives 1 RAID synchronization after installing a PEP Resynchronize the RAID after you perform a software upgrade with a PEP 148 CallPilot June 2007 RAID operations To synchronize the RAID after a successful PEP installation To restore RAID to full service after a successful PEP installation 1 Without shutting down the server from Windows click Start gt Programs gt Power Console Plus gt Launch Client Note Ensure that Access Mode gt Full Access is selected 2 Click OK Result The MegaRAID Power Console Plus window appears 3 Inthe Physical Devices section right click the hard disk drive that is marked FAILED Example A01 2 Failed ATTENTION Do not make the failed drive online at this point or data corruption can occur If you failed the wrong drive by mistake you must select rebuild to bring it back into service 4 From the right mouse shortcut menu select Rebuild Result When the rebuild is complete the drive status changes to ONLINE and the color of the icon changes to green The process can take up to 1 hour If the server reboots during the rebuild process the rebuild continues when the server restarts However a power down or reboot is not recommended during the rebuild process To synchronize the RAID after an unsuccessful PEP installation If the PEP installation fails you must return the system to the original configuration 1005r Server Maintenance a
9. diagnostics integrated running 82 83 84 troubleshooting failures 83 when to run 82 last results viewing 85 TCP IP 48 arp 53 ipconfig 48 nbtstat 54 netstat 57 ping 50 198 CallPilot June 2007 Index tracert 51 Diagnostics section Maintenance screen 73 Diagnostics Tool 92 diagnostics tool TCP IP 48 diagram rear panel slot locations 20 E Event Browser using 68 69 event log application 44 security 44 system 44 event logs types description 44 viewing 45 events about 64 68 investigating 68 F fan hot swap 118 fault management alarm notification 64 event processing 64 Firmware revision verifying 139 flashing the 140 G General section Maintenance screen 73 H hardware problems detecting 65 1005r Server Maintenance and Diagnostics 199 Index Standard 1 10 indicators 196 integrated diagnostics running 83 84 troubleshooting failures 83 when to run 82 ipconfig command 48 flags and descriptions 49 running from Windows 49 syntax 48 ipconfig default 48 L LED non illumination of 113 Legend Help tab 103 location MPB96 DSP 164 logs event types viewing 44 event viewing 45 M maintenance activities by component 74 preparing for 23 Maintenance screen CallPilot Manager Diagnostics section 73 General section 73 Maintenance section 73 purpose 71 MPB96 board 164 replacing or adding 166 175 multimedia channels working with 87 88 Multime
10. 1005r Server Maintenance and Diagnostics CallPilot Release 4 0 Document Number 555 7101 512 Document Version Standard 1 10 June 2007 NORTEL Standard 1 10 Copyright 2007 Nortel Networks All Rights Reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks The process of transmitting data and call messaging between the CallPilot server and the switch or system is proprietary to Nortel Networks Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach Trademarks Nortel Networks the Nortel Networks logo the Globemark and Unified Networks BNR CallPilot DMS DMS 100 DMS 250 DMS MTX DMS SCP DPN Dualmode Helmsman IVR MAP Meridian Meridian 1 Meridian Link Meridian Mail Norstar SL
11. To synchronize the RAID after a successful PEP installation on page 149 1005r Server Maintenance and Diagnostics 117 Replacing basic chassis components Standard 1 10 Replacing the four fan assembly The four fan cooling assembly is not hot swappable You must power down the server and disconnect it from the power supply When to replace the cooling fan assembly When one or more of the four cooling fans is not turning the remaining fans rotate faster to maintain the same volume of air flow through the chassis The hum of a cooling fan rotating faster is both louder and higher in pitch than normal and indicates that the assembly must be replaced You cannot replace just one fan in the assembly To replace the four fan assembly 1 Power down the server unplug all peripheral devices and Ethernet cables and disconnect the AC power Attach the ESD strap to your wrist and attach the other end to a known grounded connection Remove the chassis cover Refer to Removing and replacing the server cover on page 108 for instructions Remove the processor air duct Refer to Removing and replacing the processor air duct on page 110 for instructions Disconnect the fan connectors A from the front panel I O board Make of note of the order in which the fans are plugged into the board 118 CallPilot June 2007 Replacing basic chassis components Figure 23 Cooling fan assembly 10 11 12 1
12. 3 Replace the chassis cover Refer to Removing and replacing the server cover on page 108 4 Take the ESD strap off 1005r Server Maintenance and Diagnostics 111 Replacing basic chassis components Standard 1 10 Replacing the power supply The power supplies are hot swappable and you can replace each power supply without powering down the server ATTENTION Do not remove both power supplies while the system is running Shut down the multimedia channels by using the Courtesy Stop in CallPilot Manager Shut down the server using the Windows Shut Down option and unplug the power supplies before removing both power supplies at the same time When to hot swap the power supply A green LED on the power supply indicates that the power supply is working properly If the green LED on the power supply module is unlit or red the module is failing or has failed If the PWR alarm LED on the front panel is red this also indicates a problem with one of the power supplies Note A power supply will not be used by the system if it is not installed when the firmware is updated To hot swap a power supply DANGER Risk of electric shock High current inside the chassis can cause severe injury 112 CallPilot June 2007 Replacing basic chassis components 1 Depress and hold the green lever A to disengage the power supply Figure 19 Power supplies 2 Grasp the black handle B and pull the power supply from
13. 4 Double click the session type to display the session information 1005r Server Maintenance and Diagnostics 97 Using CallPilot system utilities Standard 1 10 Result The session type information appears at the bottom of the window The following example shows Call Answering session type information Figure 12 Call Answering session MCE Session Trace All Session Types 15 37 14 Apr 28 15 38 41 Apr 28 15 39 40 Apr 28 15 40 10 Apr 28 15 42 30 Apr 28 15 42 40 Apr 28 15 42 47 Apr 28 15 43 11 Apr 28 15 43 57 Apr 28 15 46 48 Apr 28 16 56 24 Apr 28 01 30 13 Apr 29 Expired Messages 03 30 09 Apr 29 15 38 40 Apr 28 15 38 41 Apr 28 15 40 09 Apr 28 15 40 10 Apr 28 15 42 40 Apr 28 15 42 40 Apr 28 15 43 56 Apr 28 15 43 11 Apr 28 15 43 57 Apr 28 15 46 53 Apr 28 16 56 24 Apr 28 01 30 13 Apr 29 03 30 09 Apr 29 fa 98 CallPilot June 2007 Using CallPilot system utilities CallPilot System Monitor The System Monitor consists of three tabs as described in the following table Table 13 System Monitor tabs Tab Description Channel Monitor Shows the status of all CallPilot services multimedia channels and call channels DS30X channels System Info Displays details about the CallPilot system such as features purchased keycode serial number and CallPilot server IP addresses Legend Help Provides a description of icons and terminology displayed in the System Monitor window
14. 8 Configd Channels E4 3 Configd DSOs 64 10 Voice Channels f2 11 FaxChannels f 12 SR Chane h2 PEPs Installed Installed DSP _ Firmware DSP13 001 NGO252_ DSP13 002 NG0252_ DSP13 005 NG0252 DSP13 006 E 14 Prompt Languages je 13 SR Languages 15 Hours of Storage foo 16 Desktop Seats foo 18 SR Seats foo 17 Voice Seats ficoo 19 Fax Seats foo 20 Keycode P Refresh Snapshot Description Voice Messaging Audio Conferencing Lt x m Operating System Info win NT Server 4 0 Service Pack 6 Current User l Host Name fopio006s IP Addresses 47 11 30 36 47 11 38 233 The numbered items provide information about the features purchased Information about the underlying operating system appears in the top right corner including the server IP addresses PEP information and configured Service DNs appear in the bottom part of the window Legend Help tab Figure 15 on page 104 shows an example of the Legend Help tab Consult this window for descriptions of the icons found on the Channel Monitor tab 1005r Server Maintenance and Diagnostics 103 Using CallPilot system utilities Standard 1 10 Figure 15 Legend Help tab TA CallPilot System Monitor a Bae 4b 48 Ri i 104 CallPilot Chapter 8 Replacing basic chassis components In this chapter Removing and replacing the front bezel 106 Removing and replacing the server cover 108
15. Ensure that Access Mode gt Full Access is selected and click OK Result The MegaRAID Power Console Plus dialog box appears displaying the Logical View of the Physical Devices and the Logical Devices The status bar at the bottom of the window indicates that RAID channels are being scanned When scanning is done the screen refreshes and the Physical and Logical Devices screen appears In the Logical Devices section right click the logical drive and then choose Check Consistency from the shortcut menu Result The Check Consistency status dialog box appears You are informed when the check is finished If any errors are found a window with an error message appears Select Configuration gt Exit to close the MegaRAID console 1005r Server Maintenance and Diagnostics 145 RAID operations Standard 1 10 Result An end of session message appears 5 Click OK 146 CallPilot June 2007 RAID operations RAID splitting Ensure that your system is in full working order and the RAID hardware configuration is set up properly as described on page 142 Split the RAID before you install software upgrades PEPs If you are performing a platform upgrade or migration refer to the Upgrade and Platform Migration Guide 555 7101 207 for complete instructions ATTENTION As an extra precaution Nortel recommends that you perform a full system backup prior to performing a RAID split For more information about system backu
16. Power down the CallPilot server Restart the CallPilot server 1005r Server Maintenance and Diagnostics 187 Maintaining the BIOS and system board firmware Standard 1 10 Result The server boots from the DVD and the Startup Menu appears 1 Install CallPilot server image for 1005r then boot recommended 2 Install CallPilot server image for 1005r and exit to DOS 3 Utilities BIOS Firmware etc Enter 3 to select Utilities BIOS Firmware etc Result The Nortel CallPilot Image Menu displays 1 1005r server BIOS update 2 1005r server FRU SDR firmware update 3 1005r server Board Management Controller BMC firmware update 4 LS1320 1 RAID controller firmware update 5 1005r system utility and SEL viewer 6 Goto DOS To upgrade the BIOS and system board firmware Enter 1 to run 1005r server BIOS update from the Nortel CallPilot Image Menu Result The system prompts you to confirm the BIOS update Enter Y to confirm Result The BIOS update progress appears with the following message System will now reboot Press any key to continue Enter any key 188 CallPilot June 2007 Maintaining the BIOS and system board firmware Result The system reboots and the Startup Menu appears 4 Enter 3 to run Utilities BIOS Firmware etc from the Startup Menu If the Startup Menu is not displayed r
17. the other continues to run RAID configuring and splitting Working with RAID involves the following verifying the RAID firmware version upgrading or downgrading the RAID firmware configuring RAID using the LSI320 1 controller and the Ctrl M menu at server bootup ensuring that your system is working and the RAID hardware is properly configured performing RAID splitting synchronizing RAID after installing CallPilot software upgrades PEPs Resynchronizing RAID if the installation is successful Resynchronizing RAID if the installation is not successful 138 CallPilot June 2007 RAID operations Verifying the RAID firmware You require the following minimum RAID firmware version 1L37 To verify the RAID firmware version To determine what the current RAID firmware version is on the RAID LSI320 1 controller use either of the following procedures Press Ctrl M 1 Turn on the server and press Ctrl M when prompted during system bootup Note The Ctrl M utility can take up to 1 minute to launch with 1L37 firmware The system can appear frozen Do not reset Select Objects menu Adapter Other Adapter Information Review the information on the screen The LSI320 1 controller firmware must be 1L37 Launch MegaRAID Power Console Plus 1 Launch the MegaRAID client by clicking Start gt Programs gt Power Console Plus gt Launch Client From the MegaRAID Power Console Plus Server S
18. the user may be required to take corrective action 1005r Server Maintenance and Diagnostics 5 Standard 1 10 CallPilot Publication history June 2007 April 2007 April 2007 January 2007 December 2006 October 2006 CallPilot 4 0 Standard 1 10 of the 005r Server Maintenance and Diagnostics guide is issued for general release CallPilot 4 0 Standard 1 09 of the 005r Server Maintenance and Diagnostics guide is issued for general release CallPilot 4 0 Standard 1 08 of the 005r Server Maintenance and Diagnostics guide is issued for general release CallPilot 4 0 Standard 1 07 of the 005r Server Maintenance and Diagnostics guide is issued for general release CallPilot 4 0 Standard 1 06 of the 005r Server Maintenance and Diagnostics guide is issued for general release CallPilot 4 0 Standard 1 05 of the 005r Server Maintenance and Diagnostics guide is issued for general release 1005r Server Maintenance and Diagnostics Publication history Standard 1 10 8 CallPilot Task List TGs UE TAG tantup BE es vost vesen asia eletpaceptecnasadaminendidet eitaniaadbiienaduancade 27 TUNA PST srira i aa E N matante 29 To determine why the server fails to boot to WindowS 206 35 To determine why CallPilot fails to come into service 06 35 To use the operating system Event Viewer 43 To run the ipconfig command from Windows eeeeeeeeeeeeees 47 To run th
19. 14 03 59 EST 200241656 Minor Time Server 67 Thu Jan 24 20 26 09 EST 200254102 Minor MTA main OMBroadcast Description NBosa_Call ServiceThread Notification Clie functioning Re 102 MaxRetry 2 Failed to send broadcast 9EB1 Source m Description Failed to send broadcast Failed to initialize COM 80010106 Source OMServerDLL unknown Description none 0 Failed to make TCP network connection re to Step time adjustment has been made Critical error from function MTA terminates Additional information MTA NBsm_UserControlCodes 54153 MasterSar MTA Sanity Check Idle Component 15101 secs a Go Links v 2 Done T E5 Local intanet 3 Click the Event Code for the first Critical or Major alarm Result A description of the event appears in a new Web browser window 4 Review the description and recovery action Repeat steps 3 and 4 for more alarms if necessary If the solution to the problem is not apparent make a note of the event codes and continue the investigation by using the Event Browser see Event Browser on page 68 1005r Server Maintenance and Diagnostics 67 Monitoring multimedia hardware Standard 1 10 Event Browser Use the Event Browser to investigate a series of events that occurred around the time an alarm was raised The event listing can help you determine the root cause of a problem About events The Event Browser di
20. Intel GUI screen appears Note The Intel GUI is not a Windows based screen 4 Click Continue Choose Server Configuration Utilities and click Continue 1005r Server Maintenance and Diagnostics 193 Maintaining the BIOS and system board firmware Standard 1 10 6 Choose Run SEL Viewer Utility and click Continue Result The SEL Viewer screen appears Use the arrow keys to scroll through the system events The details of the currently selected event appear on the bottom of the screen When you finish viewing events select File gt Exit from the menu bar Result The Intel GUI appears Click Exit to close the GUI To save system event logs to a USB media drive 1 Connect a USB drive media to the USB port on the front of the server Restart the server Display the SEL Viewer Refer to To view system event logs on page 193 Select File gt Save as Enter the file name and destination usually a to save the system event logs to the USB media drive To clear system event logs 1 Display the SEL Viewer Refer to To view system event logs on page 193 Select SEL gt Clear SEL from the menu bar Result The list of events is now empty Select File gt Exit from the menu bar Result The Intel GUI appears Click Exit to close the GUI 194 CallPilot June 2007 Maintaining the BIOS and system board firmware If you do not have the image DVD you can clear the system event logs fr
21. PCI riser 152 CallPilot June 2007 RAID operations Figure 35 DS30X cables for high capacity Note If you have the high capacity configuration with three MPB96 cards label each cable with the MPB96 slot number before disconnecting them Incorrectly connected MPB96 cards do not answer calls 6 Disconnect the SCSI cable from the RAID card 1005r Server Maintenance and Diagnostics 153 RAID operations Standard 1 10 Figure 36 SCSI cable to RAID card a 7 Lift the blue tabs and pull up on the riser to remove the riser card assembly from the chassis 154 CallPilot June 2007 RAID operations Figure 37 PCI riser card assembly 8 Turn the riser card upside down and place it on a table 1005r Server Maintenance and Diagnostics 155 RAID operations Standard 1 10 Figure 38 Low riser PCI card 9 Release the retention bar A 10 Replace the card B 11 Lock the retention bar in place 12 Turn the PCI riser card right side up and place it on a table 13 Arrange the PCI riser assembly red power cable as shown in the following illustration to avoid pinching the cable when you put the riser assembly into the chassis 156 CallPilot June 2007 RAID operations Figure 39 PCI riser assembly power cord 14 Reconnect the DS30X cable or cables to the MPB96 card or cards You must reconnect each cable to the same MPB96 card it was previously connected to Use the labels y
22. Removing and replacing the processor air duct 110 Replacing the power supply 112 Replacing a hard drive 114 Replacing the four fan assembly 118 Replacing the dual NIC card 120 Replacing the DVD combo drive 129 Replacing memory DIMMs 132 Replacing the software feature key 135 1005r Server Maintenance and Diagnostics 105 Replacing basic chassis components Standard 1 10 Removing and replacing the front bezel Remove the front bezel to service the hard drives and DVD combo drive To remove the front bezel Figure 16 Front bezel 106 CallPilot June 2007 Replacing basic chassis components 1 Loosen the captive screws A on both sides of the front bezel The screws cannot be removed from the front bezel Refer to Figure 16 on page 106 CAUTION AN Risk of equipment damage Support the front bezel while loosening the captive screws as the front bezel is not held onto the front panel with another mechanism 2 Hold the front bezel by the captive screws and lift it toward you Place it in a secure location while you service the server To replace the front bezel When the CallPilot server maintenance is complete replace the front bezel 1 Align the captive screws on the front bezel with the threaded holes in the front panel 2 Tighten the captive screws 1005r Server Maintenance and Diagnostics 107 Replacing basic chassis components Standard 1 10 Removing and replacing the server cover Remove
23. and press Enter twice to accept these new values Result The system prompts you to save the configuration Select YES and press Enter Press ESC to exit the submenus In the Management menu choose the Initialize submenu Press F2 to select the logical drive Press F10 and consecutively select YES to initialize the drive pack When the initialization is complete press any key to return to the Management menu Press ESC to exit the utility Save the configuration when prompted Press Ctrl Alt Delete as indicated by the menu to reboot 144 CallPilot June 2007 RAID operations Verifying consistency on the drives This optional consistency check on the logical drive of the RAID system ensures that the data on the drives is identical If any errors are found they are corrected automatically Nortel strongly recommends that you do a consistency check before you split the RAID system pack If possible perform the consistency check the day before the scheduled maintenance A good data backup on an offline drive is important if you need to revert to the CallPilot system from an unsuccessful upgrade or update Note The consistency check can take up to 2 hours to complete and has no significant impact on system performance To perform a consistency check 1 In Windows click Start gt Programs gt Power Console Plus gt Launch Client Result The MegaRAID Power Console Plus Server Selection dialog box appears
24. duct on page 110 for instruction 5 Locate memory banks 1A 1B 2A and 2B on the server board Refer to the following diagram 132 CallPilot June 2007 Replacing basic chassis components Figure 31 Memory DIMM locations DIMM 2A DIMM 2B DIMM 3B DIMM 1A DIMM n DIMM 1B anr a ij gt TP01661 6 Push the clips at each end of the DIMM sockets outward to the open position Remove all the DIMMs Holding each DIMM by the edges remove it from the antistatic envelope 9 Position the DIMM above the socket and align the small notch in the bottom edge of the DIMM with the keys in the socket 10 Insert the bottom edge of the DIMM into the socket 1005r Server Maintenance and Diagnostics 133 Replacing basic chassis components Standard 1 10 11 12 13 14 15 16 Push down on the top edge of the DIMM until the retaining clips snap into place The retaining clips must be fully closed for the DIMM to make proper contact with the server board Install the other three DIMMs Replace the processor air duct Replace the chassis cover Plug in all peripheral devices and AC power Restart the server 134 CallPilot June 2007 Replacing basic chassis components Replacing the software feature key If you upgrade your system or convert it to high capacity you must replace the software feature key with a new key To replace the software feature key 1 Remove the new softwar
25. number NTRH2014 is now NTRH2014E6 The part numbers in this guide do not contain a suffix Front control panel and features The following diagram shows the front view of the 1005r server chassis with the bezel cover removed When the bezel cover is on the DVD connections controls alarm LEDs and status LEDs are visible With the bezel cover removed both hard drives the peripheral DVD CD CDRW drive the antistatic connection and the front serial port are accessible 18 CallPilot June 2007 Outlining maintenance and diagnostics activities Figure 1 Front panel controls a eer K o pO e e E er MOR MAR PWR rm Status ID NIC ON Label Control or feature Label Control or feature A Power switch L HDD1 activity B Reset switch M HDD0 activity C Critical alarm LED N DVD CD CDRW LED and eject button D Major alarm LED O Front connection to comm 2 serial port E Minor alarm LED P USB 2 F Power alarm LED Q Electrostatic discharge ESD connection G NMI switch not used R Hard drive 1 pull handle 1005r Server Maintenance and Diagnostics Outlining maintenance and diagnostics activities Standard 1 10 Label Control or feature Label Control or feature H ID switch S Hard drive 1 release lever I ID LED T Hard drive 0 pull handle J NIC activity LED U Hard drive 0 release lever K Status LED Back panel controls and features The following diagram
26. of a second Note The back panel LEDs on each power supply start blinking green when the AC power is applied and then turn solid green after 1005r Server Maintenance and Diagnostics 27 Troubleshooting your CallPilot system Standard 1 10 a couple of seconds When the AC power is removed from one power supply it s LED turns amber If there is a hardware problem with the power supply or it is not functioning properly the power supply LED is red Note Refer to Front control panel and features on page 18 for details of the front panel 3 Check that all the alarm LEDs C to F are illuminated amber If not refer to the following table for functional descriptions of fault LEDs Table 1 Alarm fault LEDs LED Functional description CRT A critical system fault is an error or event with a fatal system impact The system cannot continue to operate MJR A major system fault is an error or event with a discernible impact on system operation The system can continue to operate but with reduced performance or features MNR A minor system fault is an error or event with little impact on system operation The system continues to operate PWR __ A power supply fault indicates that one of the power supplies is not providing power The MJR LED is also lit 4 Boot the system by pressing the power button on the front of the CallPilot 1005r server 5 Observe the following server actions The hard drives R and T s
27. on a table 10 Disconnect the CT bus cable from the MPB96 cards high capacity configuration only 1005r Server Maintenance and Diagnostics 169 Replacing or adding voice processing boards Standard 1 10 Figure 46 CT bus cable attached to MPB96 boards 11 Release the retention clip by loosening the blue captive screw A as shown in the following diagram 170 CallPilot June 2007 Replacing or adding voice processing boards Figure 47 Full height PCI card 12 13 14 15 16 Remove the rear retention screw B as shown in the previous diagram Replace the card and tighten the screws Make sure the red power cable to the full size PCI riser card is not pinched Reconnect the 3 drop CT bus cable high capacity configuration only Turn the PCI riser card right side up Arrange the PCI riser assembly short red power cable inside the riser assembly as shown in the following illustration to avoid pinching the cable when you put the riser assembly into the chassis 1005r Server Maintenance and Diagnostics 171 Replacing or adding voice processing boards Standard 1 10 Figure 48 Full size PCI riser card red power cable 17 Arrange the PCI riser assembly power cable as shown in the following illustration Figure 49 PCI riser assembly power cable 172 CallPilot June 2007 Replacing or adding voice processing boards 18 Line up the two grooves on the back lip of the PCI rise
28. should be installed External Memory Test Disabled Memory Re test Disabled Memory Re Map feature Enabled Memory Mirroring Sparring MIRRORING Boot Boot Settings Configuration Quick Boot Enabled Quiet Boot DISABLED Boot Up Num Lock Off PS2 Mouse Support Auto Post Error Pause Enabled Hit F2 message Display Enabled Scan User Flash Area Disabled Boot Device Priority CD DVD PCI Bus 03 Device 9 RAID Adapter Hard Disk Drives PCI Bus 03 Device 09 RAID Adapter Removable Media There should be no removable media ATAPI CDROM Drive Sony CDROM DVDROM 1005r Server Maintenance and Diagnostics 191 Maintaining the BIOS and system board firmware Standard 1 10 Security All Features Disabled Server This is a view only menu Serial Power Console BIOS Redirection Port Disabled Baud Rate 19 2k Flow Control CTS RTS Terminal Type VT100 ACPI Redirection Disabled Serial Port Console Serial B Event Log Configuration Clear All Event Logs Disabled Clear event Log When Full Disabled BIOS Event Logging Enabled Critical Event Logging Enabled ECC Event Logging Enabled PCI Error Logging Enabled FSB Error Logging Enabled Hublink Error Logging Enabled Time Stamp clock sync Event Enabled Power Management Features Wake On LAN S5 Only Enabled Assert NMI on SERR DISABLED Assert NMI on PERR Enabled Resume on AC Power Loss POWER ON FRB 2 Policy Disable BSP
29. the chassis 3 Insert the replacement power supply When inserting the new power supply make sure the green handle A is pressed downward while sliding the module into the power supply cage 4 Plug the new power supply into the AC mains Result The power supply LED illuminates green 1005r Server Maintenance and Diagnostics 113 Replacing basic chassis components Standard 1 10 Replacing a hard drive Two hot swappable SCSI drives are installed in your chassis You do not need to remove the chassis cover to add or replace a hot swap hard drive but you must remove the front bezel to access the hard drives ATTENTION The replacement hard drive must be the same size or larger than the drive being replaced To replace a SCSI hard drive 1 Remove the front bezel Refer to Removing and replacing the front bezel on page 106 for instructions 2 Attach the ESD strap to your wrist and attach the other end to a known grounded connection 3 Locate the faulty hard drive Refer to the following diagram of the front panel 114 CallPilot June 2007 Replacing basic chassis components Figure 20 Front panel i sah hs a pe ie Oo 53 CRT MJR MAR PRR m Status o D o a Hard drive 0 is on the right T The status LED of hard drive 0 is marked with the hard drive symbol and the number 0 M Hard drive 1 is on the left R The status LED of hard drive 1 is marked with t
30. the server cover if you must service the interior of the server Note If a component has a Blue tab Power down the server before replacing it Green tab It can be replaced while the server is powered on Black tab Itis non replaceable or not important To remove the server cover DANGER Risk of electric shock High current inside the chassis can cause severe injury CAUTION Risk of equipment damage Take precautions to protect internal components Electrostatic discharge ESD can damage boards and make them unusable 1 Power down the server unplug all peripheral devices and Ethernet cables and disconnect the AC power Turn off all peripheral devices connected to the server 3 Attach the ESD strap to your wrist and attach the other end to a known grounded connection 4 While holding the blue button at the top of the chassis in slide the top cover back until it stops 108 CallPilot June 2007 Replacing basic chassis components Figure 17 Server cover 5 Lift the cover straight up to remove it from the platform To replace the server cover 1 Place the cover over the chassis so that the side edges of the cover sit just inside the chassis sidewalls The front of the cover is about an eighth of an inch from the sheet metal at the front of the chassis Refer to Server cover on page 109 2 Press down slightly on the chassis cover behind the DVD combo drive area and slide the cover for
31. to Removing and replacing the front bezel on page 106 3 Attach the ESD strap to your wrist and attach the other end to a known grounded connection 4 Remove the chassis cover Refer to Removing and replacing the server cover on page 108 for instructions 5 Pull out on the drive carrier handle A as shown in the following diagram 1005r Server Maintenance and Diagnostics 129 Replacing basic chassis components Standard 1 10 Figure 30 DVD combo drive assembly 6 Slide the DVD combo drive assembly from the chassis Note There are no cables to disconnect 7 Remove the screw on the left side of the drive assembly and save it for installing the new DVD combo 8 Remove the DVD combo drive from the carrier a Open the two latches holding the DVD combo drive in the Carrier b Disconnect the ribbon cable Disconnect the power cable from the DVD combo drive Remove the three screws that fasten the carrier around the DVD combo drive e Gently pry open the carrier and remove the DVD combo drive 9 Install the new DVD combo drive in the carrier a Line up the pins on each side of the bracket two on each side with the holes in the drive and set the replacement DVD combo drive into the drive bracket Push gently on one side of the bracket to push the pins into place 130 CallPilot June 2007 Replacing basic chassis components 10 11 12 13 14 15 16 17 b Screw the carrier shut wi
32. to boot from Off Board Parity Error A parity error occurred on an offboard card This error is followed by the card address On Board Parity Error A parity error occurred in onboard memory This error is followed by the card address 34 CallPilot June 2007 Troubleshooting your CallPilot system Error message Description Parity Error A parity error occurred in onboard memory at an unknown address NVRAM CMOS PASSWORD cleared by Jumper NVRAM CMOS and passwords have been cleared Power the system down and remove the jumper lt CTRL_N gt Pressed The CMOS is ignored and NVRAM is cleared You must enter Setup 1005r Server Maintenance and Diagnostics 35 Troubleshooting your CallPilot system Standard 1 10 What to do when the server fails to boot into service This section suggests tasks you can perform to determine why the server fails the bootup cycle To determine why the server fails to boot to Windows If CallPilot fails to boot to Windows follow these steps 1 2 3 4 Make a note of any diagnostic codes Press the power switch to restart the server View the diagnostic codes for failures during the boot sequence Retrieve the system event log Refer to To save system event logs to a USB media drive on page 194 Refer to the Troubleshooting Guide 555 7101 501 for other suggestions If you still cannot determine the cause of the startup fail
33. 1 SL 100 Succession Supernode Symposium Telesis and Unity are trademarks of Nortel Networks 3COM is a trademark of 3Com Corporation ADOBE is a trademark of Adobe Systems Incorporated ATLAS is a trademark of Quantum Corporation BLACKBERRY is a trademark of Research in Motion Limited 2 CallPilot June 2007 CRYSTAL REPORTS is a trademark of Seagate Software Inc EUDORA is a trademark of Qualcomm eTrust and InoculateIT are trademarks of Computer Associates Think Inc DIRECTX EXCHANGE NET FRONTPAGE INTERNET EXPLORER LINKEXCHANGE MICROSOFT MICROSOFT EXCHANGE SERVER MS DOS NETMEETING OUTLOOK POWERPOINT VISUAL STUDIO WINDOWS WINDOWS MEDIA and WINDOWS NT are trademarks of Microsoft Corporation GROUPWISE and NOVELL are trademarks of Novell Inc LOGITECH is a trademark of Logitech Inc MCAFEE and NETSHIELD are trademarks of McAfee Associates Inc MYLEX is a trademark of Mylex Corporation NETSCAPE COMMUNICATOR is a trademark of Netscape Communications Corporation NOTES is a trademark of Lotus Development Corporation NORTON ANTIVIRUS and PCANY WHERE are trademarks of Symantec Corporation QUICKTIME is a trademark of Apple Computer In RADISYS is a trademark of Radisys Corporation SLR4 SLR5 and TANDBERG are trademarks of Tandberg Data ASA SYBASE is a trademark of Sybase Inc TEAC is a trademark of TEAC Corporation US ROBOTICS the US ROBOTICS logo and SPORTSTER are trademarks of US Robotics
34. 107 BIOS requirements for upgrading 186 BIOS settings 190 boot failure CallPilot what to do 36 Windows what to do 36 C call channels disabling 70 working with 89 90 CallPilot utilities Diagnostics Tool 92 PEP Maintenance 92 95 Session Trace 96 System Monitor 92 CallPilot Manager alarms about 64 66 investigating 66 alert icons component states 76 Channel Monitor using 70 89 90 Event Browser using 68 69 events about 64 68 investigating 68 fault management alarm notification 64 event processing 64 Maintenance screen Diagnostics section 73 General section 73 Maintenance section 73 purpose 71 Multimedia Monitor using 70 87 88 CallPilot services Channel Monitor tab 100 Channel Monitor tab 99 CallPilot services 100 critical 101 DS30X links pane in 102 DSP pane in 101 Channel Monitor using 70 89 90 channels 1005r Server Maintenance and Diagnostics 197 Index Standard 1 10 call working with 89 90 disabling 70 multimedia working with 87 88 chkdsk utility 58 parameters and descriptions 58 running from Windows 59 syntax 58 commands TCP IP arp 53 ipconfig 48 nbtstat 54 netstat 57 ping 50 tracert 51 components CallPilot Manager maintenance activities 74 dependencies 64 diagnostics that can be run 83 diagnostics eligible 82 list 71 replacing 23 states Alert icons 76 description 75 76 viewing 77 Courtesy stop description 79 critical services CallPilot 101 D
35. 20419 log The data is the error 12002 Senice Thu Apr 18 Fault PANE EE E ne OEE i a Re Local intranet 3 Click an event that appears to be related to the problem or click an event that occurred near the time the alarm was raised Result A description of the event appears in a new Web browser window 4 View the description and recovery action Repeat steps 3 and 4 for more events if necessary 6 Ifthe solution to the problem is not apparent contact your Nortel technical support representative Note For information about how to use the Event Browser see the CallPilot Manager online Help 1005r Server Maintenance and Diagnostics 69 Monitoring multimedia hardware Standard 1 10 Channel and Multimedia Monitors The Channel Monitor shows the status of call channels The call channels are the connections between the server and the switch that carry the call signals to CallPilot The Multimedia Monitor shows the status of multimedia channels The multimedia channels are the DSP ports that process the calls They are the voice fax and speech recognition channels Disabling call channels If you must take the CallPilot system out of service to perform software or hardware maintenance Nortel recommends that you disable all call channels first There are two ways to disable the call channels Courtesy stop the channels preferred method When you courtesy stop call channels CallPilot waits until the channe
36. 3 14 Loosen the captive screw B that attaches the four fan assembly to the chassis Lift the fan module straight up and remove it from the chassis Lower the new fan module into place Tighten the captive screw B Connect the fan cables to the correct fan connectors on the front panel I O board The fan connectors are labeled on the front panel I O board Replace the processor air duct Replace the chassis cover Take the ESD strap off Connect the AC power cords peripheral devices and restart the server 1005r Server Maintenance and Diagnostics 119 Replacing basic chassis components Standard 1 10 Replacing the dual NIC card Your server has three low profile PCI add in cards The RAID card is in slot 1 and the two dual NIC cards are in slots 2 and 3 counting from top to bottom The two dual NIC cards are reserved for future use MA CAUTION Risk of electrical damage m Wear an antistatic ESD wrist strap when handling cards or boards or when working inside the server Do not touch the components or gold edge connectors of the cards m Place the card on an antistatic surface until you are ready to install it PCI add in cards are not hot swappable and you must power down the system before adding or replacing the cards A CAUTION Risk of physical equipment damage Remove the 1005r from the rack and place it on a solid surface when replacing or adding cards The PCI riser assembly r
37. 5r Server Maintenance and Diagnostics 85 Monitoring multimedia hardware Standard 1 10 diagnostic result pass or fail the date and time the test was completed 86 CallPilot June 2007 Monitoring multimedia hardware Working with the Multimedia Monitor The Multimedia Monitor shows the status of multimedia channels The multimedia channels are the DSP ports that process the calls They are the voice fax and speech recognition channels To view or work with multimedia channel states 1 Run CallPilot Manager and log on 2 In CallPilot Manager click Maintenance gt Multimedia Monitor Result The Multimedia Monitor screen appears showing the channels associated with each DSP Figure 10 Multimedia Monitor screen F CaaPiict Channel Monitor Microrott Internet Explorer Ew Edt Yew Fomes Jods Heb RCE oo EA Cal Pilot Manager B ame mm em LDAP sarmer sunbird Mailbox Number 000000 Home Userw System w Maintenancev Messaging Tools Help v Delay between updates 5 seconds WC MPS Feet 3 7 fa fs fo Pe r A oseo D gt 1 aon F be js ja js CP osm p i ig N g colocisic fi Active Mise Min test GF Loading I No Resources Not Configured W Remote Yellow Alarm U oF ouy i Remote Of outy i Crssdied I shutting Down DA uninmanzea IE Local Red Alarm j counaay stop Stop Haia 2 Dene Te Local ronet Note For an explanation of the channel states see the CallPilot Mana
38. 7 Index V video card failure 196 viewing 45 W Windows viewing 45 1005r Server Maintenance and Diagnostics 203 Index Standard 1 10 204 CallPilot 1005r Server Maintenance and Diagnostics CallPilot Release 4 0 Document Number 555 7101 512 Document Version Standard 1 10 June 2007 Copyright 2007 Nortel Networks All Rights Reserved To provide feedback or report a problem in this document go to www nortel com documentfeedback The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Nortel Networks the Nortel Networks logo and the Globemark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners NORTEL
39. Installation Guide 555 7101 505 Administration Administrator s Guide 555 7101 301 Software Administration and Maintenance Guide 555 7101 202 Desktop Messaging and MyCallPilot Administration Guide 555 7101 503 Meridian Mail to CallPilot Migration Guide 555 7101 801 Application Builder Guide 555 7101 325 Reporter Guide 555 7101 310 Maintenance Troubleshooting Guide 555 7101 501 Server Maintenance and Diagnostics 201i Server Maintenance and Diagnostics Guide 555 7101 119 703t Server Maintenance and Diagnostics Guide 555 7101 227 1002rp Server Maintenance and Diagnostics Guide 555 7101 206 1005r Server Maintenance and Diagnostics Guide 555 7101 512 Symposium M1 Succession 1000 and Voice Processing Guide 297 2183 909 End User Information End User Cards End User Guides Unified Messaging Quick Reference Card Multimedia Messaging User Guide Unified Messaging Wallet Card Speech Activated Messaging User Guide A Style Command Comparison Card Desktop Messaging User Guide for Microsoft Outlook S Style Command Comparison Card Desktop Messaging User Guide for Lotus Notes Menu Interface Quick Reference Card Desktop Messaging User Guide for Novell Groupwise Alternate Command Interface Quick Reference Card Desktop Messaging User Guide for Internet Clients MyCallPilot User Guide 24 CallPilot Chapter 3 Troubleshooting your CallPilot system In this chapter Startup diagnostics overvie
40. JA 40960 NJA 40961 N A 40960 NJA 40961 NJA 40960 NJA 40961 NJA 40960 NJA 40961 NJA wil Note The Security log which is available to administrators is not shown 3 Look for error codes flagged with or A that have occurred since the last startup Note Each error is date and time stamped indicates major or critical errors indicates minor errors and indicates information 4 Double click an error to determine the cause of the error Result An Event detail dialog box appears detailing the description of the error Use the description to help determine how to resolve errors Note If the error persists or the error description does not suggest a solution contact your Nortel support representative 5 Click Close Result The Event Viewer reappears 6 Click Log gt Exit Result The Event Viewer closes 1005r Server Maintenance and Diagnostics 47 Using Windows online diagnostic tools Standard 1 10 Using TCP IP diagnostic tools This section describes the following TCP IP diagnostic tools that are available for the network adapter ipconfig ping m tracert m arp m nbtstat m netstat These utilities help you to verify network connectivity test the network interface and isolate any configuration problems The ipconfig command The ipconfig command displays IP configuration information ipconfig default If you run the command without flags it displays the I
41. K The selected channels change to off duty or on duty status according to the action you chose Note If the buttons are not available wait a few seconds for the screen to refresh 90 CallPilot Chapter 7 Using CallPilot system utilities In this chapter Overview Diagnostics Tool PEP Maintenance utility Session Trace CallPilot System Monitor 92 93 95 96 99 1005r Server Maintenance and Diagnostics 91 Using CallPilot system utilities Standard 1 10 Overview The following table lists the CallPilot system utilities Utility Description Diagnostics Tool Allows CallPilot startup diagnostics to be enabled or disabled turned on or off PEP Maintenance Displays a list of installed PEPs and enables PEP removal Session Trace Displays detailed information about the activity in a user s mailbox and the state of the message waiting indicator MWD CallPilot System Monitor Displays the following information a the status of all CallPilot channels m the status of all CallPilot services Note This status is more accurate than the status provided in the Services Control Panel m particulars about the CallPilot system such as names keycodes serial numbers IP addresses and system numbers Accessing the system utilities You can access all CallPilot utilities from the CallPilot server in the Start gt Programs gt CallPilot gt System Utilities menu
42. KB 5 system Log System Error Records 512 0 KB 1005r Server Maintenance and Diagnostics 45 Using Windows online diagnostic tools Standard 1 10 2 To view a log click the name of the log in the left pane of the window The following illustration shows an example of the Application log Figure 5 Application log Event iewer File Action View Help IE Ix e Amere a jj Event viewer Local Application 3 931 event s 3 application Type Date Pas aee im am Security A waring 91212004 Time 9 58 30AM Category Major 7 8 System i Type Error EventID 36807 Warning 9 2 2004 y j A warning 9 2 2004 Set NAA 9 22004 Computer cplab236b Dinformation 92 2004 D information 9 2 2004 Description A i Event from Blue Call Router TELE lineOpen err aerae Aah ANCES eee Eik CRT ype Privilege 4 MediaMode arning D information 9 2 2004 G information 9 2 2004 G information 9 2 2004 information 9 2 2004 G information 9 2 2004 information 9 2 2004 error 9 2 2004 Data Bytes C Words error 9 2 2004 0000 ef 03 00 00 18 07 00 00 0008 07 00 00 00 80 a0 58 66 G Information 9 0010 d3 90 c4 0l c 8f 00 00 error 9 2 2004 error 3 2 2004 A waring 9 2 2004 r r The following illustration shows an example of the System log 46 CallPilot June 2007 Using Windows online diagnostic tools Figure 6 System log B Event Viewer ofx
43. Mode Disabled Multiple PCI Delayed Transactions Disabled Force Boot On Coercion Algorithm GigaByte Way Cc Restoration Enabled Note The Coercion Algorithm must be set properly When changed it cannot be changed again without clearing the configuration From the Configuration menu select New Configuration Click Yes to proceed Result The system displays the SCSI channel with two drives SCSI IDs are automatically assigned for each of the two drives All disk drives must be in READY state Note Do not use the Load command on the Configure menu This command is not for RAID operations Create the logical drive by selecting Channel 1 A01 0 and pressing the spacebar 1005r Server Maintenance and Diagnostics 143 RAID operations Standard 1 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 Result The display changes to ONLIN A01 01 Select A01 02 and press the Spacebar Note The drives blink when you select them Press Enter to End the Array Result The blinking stops Press F10 to configure the logical drive Press the spacebar to select Configuration Array Result Span 1 appears in the box opened for the A01 logical drive Press F10 to configure the logical drive Result The system prompts you for the logical drive to consecutively select RAID 1 Size accept the size displayed Accept SPAN NO Change the last value to NOSPAN if required Select Accept
44. OS and firmware versions Description Version System board BIOS 87 FRU SDR Nortel customized based on Intel FRU SDR 6 55 BMC 0 50 Upgrading the BIOS and firmware is a four step process 1 Boot off the Image DVD and display the Image Menu 2 Update the BIOS firmware 3 Update the FRU SDR firmware 4 Update the BMC firmware ATTENTION You must complete all the steps in the correct order for your system to function properly 186 CallPilot June 2007 Maintaining the BIOS and system board firmware When to upgrade the BIOS CAUTION Risk of data loss Perform this procedure only if specifically instructed to do so by your Nortel representative The CallPilot server is shipped to you with the required minimum BIOS and system board firmware versions Upgrade the BIOS and system board firmware only if your Nortel representative deems this necessary to solve a system problem When to reconfigure the BIOS The initial BIOS configuration is performed at the factory before the CallPilot server is shipped to you Reconfigure the BIOS only after you recover from a BIOS or CMOS failure Requirements for upgrading or reconfiguring the BIOS CallPilot Image DVD ATTENTION You must have all of the hardware components of your system installed and connected before you upgrade the firmware To display the Nortel CallPilot Image Menu 1 Insert the CallPilot Image DVD for the platform into the DVD combo drive
45. P address subnet mask and default gateway for each adapter bound to TCP IP 48 CallPilot June 2007 Using Windows online diagnostic tools ipconfig command syntax The ipconfig command uses the following syntax ipconfig The following flags are available for the ipconfig command Table 4 ipconfig command extensions Flag Description n Displays Help information all Displays full configuration information release Releases the IP address for the specified adapter renew Renews the IP address for the specified adapter To run the ipconfig command from Windows 1 Click Start gt Programs gt Accessories gt Command Prompt Result The Command Prompt dialog box appears 2 Type ipconfig lt parameters gt Example ipconfig all 3 Press Enter Result The system runs the ipconfig utility 4 Type Exit to exit the Command Prompt dialog box and return to Windows 1005r Server Maintenance and Diagnostics 49 Using Windows online diagnostic tools Standard 1 10 The ping command The ping command sends an echo request to a specified host Use this command to verify network connectivity to the remote device Ping command syntax The ping command uses the following syntax ping t v a n count v TOS r count j host list 1 size f i TTL s count k host list w timeout destination list Table 5 ping command extensions
46. a stop only when severe problems that are affecting a large number of incoming calls occur or if your organization determines a special need for it Components that you can start and stop Only the following components can start and stop Note If you want to start or stop more than one or two multimedia DSP or call DS30X channels use the Multimedia Monitor or Channel Monitor Component Effect of stopping Media Bus Takes all call processing resources out of service 1005r Server Maintenance and Diagnostics 79 Monitoring multimedia hardware Standard 1 10 Component Effect of stopping MPB board Takes all call processing resources on the selected board out of service Time switch You cannot perform maintenance administration on the time switch Multimedia Channel Takes the selected multimedia channel out of service Channels Takes the selected DS30X channel out of service DS30X link Takes the selected DS30X link out of service To start or stop a component 1 Run CallPilot Manager and log on 2 In CallPilot Manager click Maintenance gt Maintenance Admin Result The Maintenance screen appears 3 Click the plus sign beside the CallPilot server to expand the component tree 4 Continue clicking the plus signs until the component you want to work with is visible 5 Click the hardware component that you want to start or stop 80 CallPilot June 2007 Monitoring mul
47. ardware Alarm notification Alarms are warnings generated by events Alarms communicate the same information as events However alarms are reported in the Alarm Monitor instead of the Event Browser and are managed differently than events When an alarm appears in the Alarm Monitor you must investigate the problem isolate it and then fix the cause of the problem When you fix the problem the alarm is cleared from the Alarm Monitor Component dependencies The status of some components is dependent on the operational status of other components If a component fails or is stopped the dependent components go out of service 64 CallPilot June 2007 Monitoring multimedia hardware Note The components in your system are based on your CallPilot server type and switch type Disregard dependencies for components not in your system Component Dependent components Media bus All MPBs all multimedia channels and all call channels MPB board All multimedia and call channels associated with the MPB board Time switch All multimedia and call channels associated with the same MPB as the time switch MPB96 All multimedia channels on the MPB96 card DS30X All DS30X channels associated with the DS30X link Detecting h ardware problems Typically you first become aware of a hardware problem when an alarm is rai sed All hardware faults produce an alarm or series of alarms depending on the problem in th
48. ate Time Not Set The time or date values stored in CMOS are invalid Run Setup to set the correct values DMA Error An error occurred during the read write test of the DMA Direct Memory Access controller FDC Failure An FDC Failure error occurred while trying to access the diskette drive controller HDC Failure An error occurred trying to access the hard disk controller Checking NVRAM The NVRAM Non Volatile Random Access Memory is being checked to see if it is valid 1005r Server Maintenance and Diagnostics 33 Troubleshooting your CallPilot system Standard 1 10 Error message Description Update OK The NVRAM is invalid and has been updated Updated Failed The NVRAM is invalid and cannot be updated Keyboard Error An error in the keyboard connection Make sure the keyboard is connected properly KB Interface Error The keyboard interface test failed Memory Size Decreased The memory size has decreased since the last boot If you have not removed any memory then the memory can be faulty Memory Size Increased The memory size has increased since the last boot If you have not added any memory there is a problem with the system Memory Size Changed The memory size has changed since the last boot If you did not add or remove any memory then the memory can be faulty No Boot Device Available The system did not find a device
49. ating the voice processing bOatdS o42scisxeciassadansaasce 163 DSF noniberme and location 4 5 350s6505525488 boeacteGe0rdder cd 164 Replacing an MPHIG Doard is 1cat 06 Ss4e8e8e4e REAREAEL AS RES 5 165 Upgrading to Mg CApee iis be bbe Geb She enira rnin ie 175 11 Maintaining the BIOS and system board firmware 185 Configuring the 1005r BIOS and firmware 186 BIOS Soups cs 4 6e keh de ee i a ese Sed BERK EEG RA RES 190 Using system event logs i cic wn rece eoievetsereerewwreedw pees 193 Maintaining the onboard video and network cards 196 Index 197 1005r Server Maintenance and Diagnostics 13 Contents Standard 1 10 14 CallPilot Chapter 1 How to get Help This chapter 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 Nortel Technical Support Web site www nortel com support This site provides quick access to software documentation bulletins and tools to address issues with Nortel products From this site you can a download software documentation and product bulletins m search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues sign up for automatic notification of new software and documentation for Nortel equipment open and manage technical support cases Getting Help over the phone from a Nortel Solu
50. ces You want to ensure that a component is operating properly after installing or reinstalling it m The CallPilot server is having trouble processing incoming calls and you are hoping that diagnostic results can tell you why Problems include static dropped calls and cross talk hearing another conversation Before you begin ATTENTION Take the component out of service before you run the diagnostic test See Starting and stopping components on page 78 Components with diagnostic tests available The following table identifies the components on which you can run diagnostics Component Diagnostics available Replaceable Media Bus No No MPB96 board Yes Yes Time switch No No Multimedia channels Yes No Channels No No 82 CallPilot June 2007 Monitoring multimedia hardware Component Diagnostics available Replaceable DS30X link cable Yes Yes Diagnostic tests available for each component The diagnostic tests that are available for each component are listed in the Diagnostic section of the Maintenance screen To view the list of diagnostic tests for a particular component click the component in the component tree If a diagnostic test fails or cannot be run If a warning message appears you cannot run the diagnostic test because a prerequisite condition has not been met If a diagnostic test fails a message appears in a new browser window In both cases check the Alar
51. d then powers off 1005r Server Maintenance and Diagnostics 39 Troubleshooting your CallPilot system Standard 1 10 40 CallPilot Chapter 4 Using Windows online diagnostic tools In this chapter Overview Viewing event logs Using TCP IP diagnostic tools Using the chkdsk utility 42 43 48 58 1005r Server Maintenance and Diagnostics 41 Using Windows online diagnostic tools Standard 1 10 Overview This section describes how to access the run time online diagnostic tools provided by the Windows server software Use the following tools when a serious problem prevents the use of the CallPilot diagnostic tools that are available in CallPilot Manager a Windows Event Viewer a TCP IP diagnostics chkdsk utility CAUTION AN Risk of software corruption Do not run any utilities that are not documented in this guide 42 CallPilot June 2007 Using Windows online diagnostic tools Viewing event logs If one or more messages appear on the monitor during the server startup cycle use the following diagnostic tools to determine what event or fault occurred Hardware system event log Windows Event Viewer on the 1005r server CallPilot Event Browser or Alarm Monitor in CallPilot Manager Note The Event Browser and Alarm Monitor include online Help for events to help you resolve the problem If you cannot log on to the CallPilot system using a Web browser due to server problems th
52. dia Monitor using 70 87 88 200 CallPilot June 2007 Index N nbtstat command 54 parameters and descriptions 55 running from Windows 56 syntax 54 netstat command 57 parameters and descriptions 57 syntax 57 network card failure 196 P parts obtaining replacement 23 PEP Maintenance utility 92 95 ping command 50 parameters and descriptions 50 running from Windows 51 syntax 50 POST error codes and messages 32 POST message formats 30 power supply hot swap 112 Power On Self Test See POST R RAID 138 upgrading 140 RAID system configuring 142 Redundant Array of Independent Disks RAID 138 replacement parts obtaining 23 S SCSI controller error messages 32 security event log definition 44 1005r Server Maintenance and Diagnostics 201 Index Standard 1 10 server cover 108 removal of 108 Session Trace utility 96 startup problems what to do 36 Stop description 79 system event log definition 44 System Info tab 102 System Monitor 92 Channel Monitor tab 99 Legend Help tab 103 System Info tab 102 System Monitor utility 99 system utilities System Monitor 99 T TCP IP diagnostics 48 arp 53 ipconfig 48 nbtstat 54 netstat 57 ping 50 tracert 51 tracert command 51 parameters and descriptions 52 running from Windows 52 syntax 52 U utilities chkdsk 58 Diagnostics Tool 92 PEP Maintenance 92 95 Session Trace 96 System Monitor 92 99 202 CallPilot June 200
53. e Run the Configuration Wizard to configure the new hardware For instructions see Meridian 1 and CallPilot Server Configuration 555 7101 222 or CS1000 and CallPilot Server Configuration 555 7101 510 182 CallPilot June 2007 Replacing or adding voice processing boards Result The high capacity expansion is complete 31 Test the multimedia channels to ensure the new MPB96 boards are functioning properly For instructions see Testing the CallPilot installation in the Installation and Configuration Task List 555 7101 210 1005r Server Maintenance and Diagnostics 183 Replacing or adding voice processing boards Standard 1 10 184 CallPilot Chapter 11 Maintaining the BIOS and system board firmware In this chapter Configuring the 1005r BIOS and firmware 186 BIOS settings 190 Using system event logs 193 Maintaining the onboard video and network cards 196 1005r Server Maintenance and Diagnostics 185 Maintaining the BIOS and system board firmware Standard 1 10 Configuring the 1005r BIOS and firmware The Basic Input Output System BIOS of your 1005r server is flash ROM based code Upgrade or reconfigure the BIOS using the utilities on the CallPilot Image DVD The utility programs write updated code to the Flash ROM chips For information about the BIOS settings see BIOS settings on page 190 The following table shows the latest BIOS and firmware versions Figure 59 BI
54. e basic computing skills and are familiar with the necessary safety procedures If you cannot resolve your system problems with the resources described in this guide you can also refer to the Troubleshooting Guide 555 7101 501 Note Nortel continually updates the Troubleshooting Guide It is available from the Partner Information Center PIC at www nortel com pic For information about restarting shutting down and powering up the CallPilot server see the Installation and Configuration Task List 555 7101 210 You can be asked to perform one or more of these tasks while maintaining your server Your CallPilot server comes preinstalled with the Windows operating system and CallPilot server software If your CallPilot server no longer functions because of a software problem you may need to reinstall the CallPilot software or rebuild the system Note If you load the firmware on the server both power supplies and hard drives must be connected and the hard drives must be online If a failure occurs on any of these components it is not reported by the server LEDs or by ISM 22 CallPilot June 2007 Outlining maintenance and diagnostics activities Replacement parts Before replacing any parts on your server refer to the Nortel product catalog for the part codes CAUTION AN Risk of system damage The use of parts that are not supplied by Nortel can cause serious system problems or void your Nortel warranty Pr
55. e Alarm Monitor Other indications of a hardware problem include the following user complaints call processing difficulties such as busy signals static dropped calls connection problems and cross talk hearing other conversations system administrator logon difficulties alert icons on the Maintenance screen 1005r Server Maintenance and Diagnostics 65 Monitoring multimedia hardware Standard 1 10 Alarm Monitor Use the Alarm Monitor to investigate one or more raised alarms About alarms Alarms are warnings generated by events Alarms communicate the same information as events However alarms are reported in the Alarm Monitor instead of the Event Browser and are managed differently than events Alarms appear in the Alarm Monitor for Minor Major and Critical events not Information events All events can be reported in the Event Browser depending on the filtering criteria defined in the Event Browser The first time an event occurs it generates an alarm that appears in the Alarm Monitor If the same event continues to occur a new alarm is not generated Instead the time and date assigned to the original generated alarm is updated Alarms can be cleared from the Alarm Monitor but the event that generated the alarm is not cleared from the event log or the Event Browser Each alarm in the Alarm Monitor has Help text that often provides a solution to the problem If the solution is not apparent use the E
56. e TTL on a packet by at least 1 before forwarding it so the TTL is effectively a hop count When the TTL on a packet reaches 0 the router sends back an ICMP Time Exceeded message to the source system Tracert determines the route by sending the first echo packet with a TTL of 1 and incrementing the TTL by 1 each subsequent transmission until the target responds or the maximum TTL is reached Tracert then examines the ICMP Time Exceeded messages sent back by intermediate routers 1005r Server Maintenance and Diagnostics 51 Using Windows online diagnostic tools Standard 1 10 Tracert syntax The tracert command uses the following syntax tracert d h maximum_hops j host_list w timeout target_name Tracert parameters The following table shows the tracert parameters Table 6 Tracert parameters Parameter Description d Specifies not to resolve addresses to host names h maximum_hops Specifies the maximum number of hops to search for the target j host list Specifies a loose source route along the host list w timeout Waits the number of milliseconds specified by the timeout for each reply target_name Specifies the name of the target host To run the tracert command from Windows 1 Click Start gt Programs gt Accessories gt Command Prompt Result The Command Prompt dialog box appears 2 Type the following command tracert d h maximum_hops j host_list w timeou
57. e feature key from the plastic bag 2 Eject the old software feature key by inserting a straightened paper clip into the side access hole Push the paper clip in the direction of the software feature key 4 Insert the new software feature key into the software feature slot on the dongle with the data contact facing down and away from the embossed i Figure 32 Dongle with open slot In the following figure label 1 is the data contact and label 2 is the ground 1005r Server Maintenance and Diagnostics 135 Replacing basic chassis components Standard 1 10 Figure 33 Inserting the feature key 2 136 CallPilot Chapter 9 RAID operations In this chapter Outlining RAID functions Verifying the RAID firmware Configuring RAID using LSI320 1 controller and Ctrl M Verifying consistency on the drives RAID splitting Replacing the RAID card 138 139 142 145 147 151 1005r Server Maintenance and Diagnostics 137 RAID operations Standard 1 10 Outlining RAID functions Redundant Array of Independent Disks RAID is a technology that can combine two or more drives for fault tolerance and continuous service The CallPilot RAID controller is a PCI RAID SCSI card that provides high performance disk mirroring with RAID Level 1 With Level 1 mirroring two equal capacity disk drives mirror one another One disk drive serves as the backup copy of the other disk drive If one disk drive fails
58. e full size side of the PCI riser Mark the cable as number 1 7 Disconnect the SCSI cable attached to the RAID card Figure 51 SCSI cable attached to RAID card PER a 8 Lift the blue tabs and pull up on the riser to remove the riser card assembly from the chassis 176 CallPilot June 2007 Replacing or adding voice processing boards Figure 52 PCI riser card assembly 9 Turn the riser card upside down and place it on a table 10 Release the retention clip by loosening the blue captive screw A 11 Remove the rear retention screw B 12 Add the new boards to slots 2 and 3 Tighten the retaining screws B Make sure the red power cable is not pinched 1005r Server Maintenance and Diagnostics 177 Replacing or adding voice processing boards Standard 1 10 Figure 53 Full height PCI card 13 Connect the 3 drop CT bus cable to the MPB96 cards as shown in the following illustration 178 CallPilot June 2007 Replacing or adding voice processing boards Figure 54 CT bus cable attached to MPB96 boards N wom paa e i 5 ot 14 Turn the PCI riser card right side up 15 Arrange the PCI riser assembly red power cable inside the riser assembly as shown in the following illustration to avoid pinching the cable when you put the riser assembly into the chassis Figure 55 PCI riser assembly inside power cable 16 Arrange the PCI riser assembly long red power cable that plugs into t
59. e ping command from WiNdOWS ccseeeeeeeeeeeeeeeeetneeees 49 To run the tracert command from WiNdOWS e 50 To run the arp command from Windows sss 52 To run the nbtstat command from Windows 54 To run the chkdsk utility from WiINdOWS 0 00 0 eee eeeeeeeeeeeeeeeeeeeeenaeeees 57 To investigate using the Alarm Monitor csscceeeeeseeeeeeeeneees 64 To investigate using the Event BrOWSer esseere 66 To view the state of a hardware component sssreserrrrneren 75 To stait or stop a Component sca c asec cceenceersnctinee cancer denaadin neern 78 To un a diagnostie Tebic a 81 To view the last diagnostics result ssssesessrressrrrrenssrrrrerernnnessrnnns 83 To view or work with multimedia channel states eee 85 To view or work with call channel states eeee 87 To access the Diagnostics TOO s issiiisisssirsiiiissrarniscincrcisnisoisnnnas 91 TO enable startup diagnostics s ssiisrsuissrsrsiscrranniissnnssisrnurnirinsnras 91 TO disable staitup CAQMOSIOS sssiricircnirsiissocracsi mmia cannimencecesumactes 91 To access the PEP Maintenance utility 0 eee eeeeeeeeeeeeeeeeees 93 Toview a list of all installed PEPS ccsciiccccsseesiecacssesncccanssnscicazasessices 93 To access the session trace TOO sssessssrrssssrrrrrrerinrerrrnnnererennerena 94 TO ANE SESSION cacsccesctcansectcicavesecescevsae ne tlanmmencsiagniierstartenetlagmanened 95 To access the CallPilot System Monitor c ccccsceees
60. e state of a component by looking at the State box in the Maintenance section State Description Active The component is working and currently involved in processing a call Disabled The diagnostic failed Idle The component is working but not currently involved in processing a call InTest A diagnostic is running on the resource or device Loading The component has started and takes it out of the Off Duty state This state occurs quickly and is immediately followed by Idle Local Red Alarm A Receive Loss of Synchronization error occurred on incoming data over a T1 link and lasted more than 2 5 seconds This condition exists until synchronization is recovered and remains recovered for 12 seconds No resources The hardware required for the component to operate is not installed or is not operating properly 1005r Server Maintenance and Diagnostics 75 Monitoring multimedia hardware Standard 1 10 State Description Not Configured The device is not configured in CallPilot For example a DSP is not being used because it was not allocated in the Configuration Wizard Off Duty The component has been stopped Remote Off Duty The component has been taken out of service at the switch Remote Yellow A red alarm exists at the receiving device This alarm Alarm is sent by the receiving T1 device to CallPilot and it remains in effect until the red alarm is cleared at the receiving dev
61. each DSP is represented in a separate row Each box in the row is one DSP channel or multimedia channel Click the Legend Help tab to view descriptions of the multimedia channel icons 1005r Server Maintenance and Diagnostics 101 Using CallPilot system utilities Standard 1 10 Your 1005r server has either one or three MPB96 boards Each MPB96 board has 12 DSP sections embedded on the board DS30X links In the DS30X link pane each DS30 row represents a separate DS30X link also referred to as a DS30 link Each box in the row represents one DS30X channel The DS30X links connect the CallPilot server to the MGate card in the Meridian 1 switch or Succession 1000 system The DS30X link to the switch is supported by the connection of the server to the switch backplane ATTENTION You must connect the DS30X 1 cable to an MGate card to receive the clock source for the MPB96 board Failure to connect the DS30X 1 cable to an MGate card can result in noise interference on the remaining voice channels System Info tab Figure 14 on page 103 shows an example of the System Info tab 102 CallPilot June 2007 Using CallPilot system utilities Figure 14 System Info tab Fz CallPilot System Monitor Channel Monitor System Info Legend Help 1 CalPilot Release 020118 2 Serial Number i111 3 Datelnstaled 4 Platform Type TRP 1001 Rack 5 Switch Type MM 6 Connectivity M1 Proprietary CTI 7 Config DSPs 4
62. eeeeeeseeeeeees 97 To remove The TONE BOZO isisisi 104 To replace the front DG ZG oc cases vatthicanesvancsatsstveaderdaceasmeedetniNateas 105 TS remove the server COVER ois sec ccdecusseresccuwneveescipancsinsmerseeiawanss 106 To replace the server COVEM ccesseceeeeeseeeeeeeeseneeeeessineeeeeeseaees 107 To remove the processor air HUCK ccieccccces evar ccenisaerecssnwreviectasmers 108 To replace the processor air GUCT csccceeeeeseeceeeeesteeeeeeeneaees 109 To hot swap a power SUBDPIY 2 seccccsiconerestcneecctinnmeneciaswencaicammenes 110 To replace a SCSI hard rive eeeccecceeeeeseeeeeeeeeeeneeeeeaeeeeeneeeeeaes 112 To replace the four fan assembly csecccecsivas cccteseneisersumereeerwn es 116 To replace a dual NIC GarO leemner eee yretr rene heer scere ieniren hehe rrert torte 119 1005r Server Maintenance and Diagnostics Task List Standard 1 08 To replace the DVD combo drive ccceeeeeeceeeeetseeeeeeeneeees 127 To replace the DIMM Card ciccciscicicsecctsessanses cieanemenendaniercnanwmenes 130 To replace the software feature key ccceessseeeeeeesseeeeeeeeseees 133 To verify the RAID firmware Versin 2 ccceeesecceeeeeseeteeeeenenees 137 To upgrade or downgrade the RAID firmware 138 To configure an LSI320 1 RAID SysteM c ccceceeeeeeetteeeeeees 140 To perform a consistency CheCK c ccs cceceeseeeeeeeenseeeeeeeenseees 143 Te SpE ihe RAID
63. efer to To display the Nortel CallPilot Image Menu on page 187 5 Enter 2 to run 1005r server FRU SDR firmware update from the Nortel CallPilot Image Menu Result The system prompts you to confirm the FRU update 6 Enter Y to confirm Result The FRU SDR update progress dialog box appears with the following message System will now reboot Press any key to continue 7 Enter any key Result The system reboots and the Startup Menu appears 8 Enter 3 to run Utilities BIOS Firmware etc from the Startup Menu If the Startup Menu is not displayed refer to To display the Nortel CallPilot Image Menu on page 187 9 Enter 3 to run 1005r server Board Management Controller BMC firmware update from the Nortel CallPilot Image Menu Result The system prompts you to confirm the BMC update 10 Enter Y to confirm Result The BMC update progress dialog box appears with the following message System will now reboot Press any key to continue 11 Remove the Image DVD from the DVD combo drive and enter any key Result The system reboots 12 The BIOS upgrade is complete 1005r Server Maintenance and Diagnostics 189 Maintaining the BIOS and system board firmware Standard 1 10 BIOS settings Table 15 on page 190 displays the 1005r server BIOS settings As the system boots press F2 to enter the 1005r BIOS BIOS Settings that are in bold text are settings that are modified by Nortel Table 15 BIOS setting
64. election window select Access Mode gt Full Access to view or change configuration information and click OK From the MegaRAID console choose Adapter gt Properties Review the information on the screen The LSI320 1 controller firmware must be 1L37 1005r Server Maintenance and Diagnostics 139 RAID operations Standard 1 10 If the firmware is not correct perform a firmware update For instructions see To upgrade or downgrade the RAID firmware on page 140 To upgrade or downgrade the RAID firmware The firmware of the RAID card is upgraded through a flash process The flash process is initiated by running the RAID card firmware update utility on the CallPilot DVD ATTENTION Perform this procedure only if the firmware version is not the version identified in this section WARNING Nortel strongly recommends that you not perform low level formatting Performing low level formatting results in the drives becoming unusable 1 Insert the CallPilot Image DVD for the platform into the DVD combo drive Power down the CallPi lot server Restart the CallPilot server Result The server boots from the DVD and the Startup Menu appears 1 Install CallPil boot recommended lot server image 2 Install CallPil exit to DOS 3 Utilities BIOS Firmware etc 4 Enter 3 to run Utilities lot server image BIOS Firmware etc for 1005r and for 1005r and gt
65. en use the Windows Event Viewer You can view the Hardware system event log from ISM or by booting from the CallPilot image DVD and selecting the system event log from the menu If the server does not boot up use the Nortel CallPilot Image Utilities on the DVD to view system event logs Refer to Using system event logs on page 193 1005r Server Maintenance and Diagnostics 43 Using Windows online diagnostic tools Standard 1 10 Types of Windows event logs Three types of event logs are available from the Windows Event Viewer as follows Log type Description System Logs events by Windows components including RRAS or other Windows services Security Logs security events such as logons logoffs and illegal access This option is available to users with Administrative access Application Logs events by application such as database file errors 44 CallPilot June 2007 Using Windows online diagnostic tools To use the operating system Event Viewer 1 Click Start gt Programs gt Administrative Tools gt Event Viewer Result The Event Viewer window appears Figure 4 Event Viewer Event iewer lolx File Action view Help gt mB e FalfEvent Viewer Local 33 Application Event Viewer Local i Applic Name Type Description Size sees il Application Log Application Error Records 7 0 MB z si Security Log Security Audit Records 256 0
66. eparing for maintenance activities Before you proceed with hardware maintenance activities review the 1005r Server Hardware Installation 555 7101 228 guide for the following information m required tools and equipment recommended safety precautions for electrostatic discharge handling cards and handling your server 1005r Server Maintenance and Diagnostics 23 Outlining maintenance and diagnostics activities Standard 1 10 Reference documents CallPilot Customer Documentation Map Fundamentals L_CallPilot Fundamentals Guide 555 7101 010 Planning and Engineering Planning and Engineering Guide 555 7101 101 Network Planning Guide 555 7101 102 Data Networking for Voice over IP Guide 553 3001 160 Installation and Configuration Upgrade and Platform Migration Guide 555 7101 207 Installation and Configuration Task List Guide 555 7101 210 Server Installation Guides 201i Server Hardware Installation Guide 555 7101 220 703t Server Hardware Installation Guide 555 7101 226 1002rp Server Hardware Installation Guide 555 7101 205 1005r Server Hardware Installation Guide 555 7101 228 Configuration and Testing Guides Meridian 1 and CallPilot Server Configuration Guide 555 7101 222 T1 SMDI and CallPilot Server Configuration Guide 555 7101 224 L Succession 1000 System and CallPilot Server Configuration Guide 555 7101 510 Unified Messaging Software Installation L_ Desktop Messaging and MyCallPilot
67. equires considerable force when inserting it into the connector and physical damage can result if the assembly is not properly aligned Placing the server on a solid surface such as a workbench gives you a better view of the card alignment and lets you exert the necessary force when inserting the assembly into the connector 120 CallPilot June 2007 Replacing basic chassis components Requirements m Phillips cross head screwdriver 1 and 2 bit replacement dual NIC card m electrostatic discharge ESD grounding strap To replace a dual NIC card 1 Power down the server unplug all peripheral devices and Ethernet cables and disconnect the AC power Ensure all cables are labeled 2 Attach the ESD strap to your wrist and attach the other end toa known grounded connection 3 Remove the chassis cover Refer to Removing and replacing the server cover on page 108 for instructions 4 Disconnect the red power cable from the PCI riser assembly Disconnect the DS30X cable from the MPB96 card in the full size side of the PCI riser 1005r Server Maintenance and Diagnostics 121 Replacing basic chassis components Standard 1 10 Figure 24 DS30X cables for high capacity Note If you have the high capacity configuration with three MPB96 cards label each cable with the MPB96 slot number before disconnecting them Incorrectly connected MPB96 cards do not answer calls 6 Disconnect the SCSI cable attached t
68. essage on the monitor the server emits two beeps as the message appears Record the message that appears on the monitor and the beep code that you hear This information is useful if you need assistance from your technical support representative Interpreting POST diagnostics This section provides an explanation of the POST diagnostic codes 30 CallPilot June 2007 Troubleshooting your CallPilot system POST beep codes If an error occurs before video initialization the POST emits beep codes that indicate errors in hardware software or firmware A beep code is a series of separate tones each equal in length ATTENTION If your system emits POST beep codes record the beep code sequence and then call Nortel technical support before attempting to correct the problem Ensure you have the required system information Some POST beep codes are fatal and can require that you replace the server Table 2 POST beep codes Beep count Description 1 2 or 3 Memory error 4 7o0r9 11 A fatal error indicates a possible serious system problem occurred 8 A problem with the onboard video card occurred indicating a fault on the server board 1005r Server Maintenance and Diagnostics 31 Troubleshooting your CallPilot system Standard 1 10 Interpreting BIOS error messages When a recoverable error occurs during the POST an error message appears describing the problem ATTENTION If BIOS error m
69. essages appear record the error messages and then call Nortel technical support before attempting to correct the problem BIOS error messages BIOS error messages appear on the video monitor Refer to the following table for a description of the messages Table 3 BIOS error messages Error message Description GA20 Error An error occurred with Gate A20 when switching to protected mode during the memory test Pri Master HDD Error Could not read sector from Pri Slave HDD Error corresponding drive Sec Master HDD Error Sec Slave HDD Error ATAPI Incompatible Drive The corresponding drive is not an ATAPI Advanced Technology Attachment Packet Interface device Run Setup to make sure the device is a Sec Master Drive selected correctly Pri Master Drive a Pri Slave Drive m Sec Slave Drive 32 CallPilot June 2007 Troubleshooting your CallPilot system Error message Description A Drive Error No response from the disk drive CMOS Battery Low The battery is losing power Replace the battery soon CMOS Display Type Wrong The display type is different from that stored in CMOS Check Setup to make sure the type is correct CMOS Checksum Bad The CMOS checksum is incorrect CMOS memory can be corrupted Run Setup to reset the values CMOS Settings Wrong The CMOS values are not the same as the last boot Either these values are corrupted or the battery failed CMOS D
70. from operating You must stop a component before you can replace it if the component is replaceable or run a diagnostic test on it To bring an out of service component back into service you must start it Start and stop components from the Maintenance section on the Maintenance screen ATTENTION Nortel recommends that if possible you courtesy stop a component Courtesy stop is available at the individual channel level To courtesy stop CallPilot use the following Multimedia Monitor to courtesy stop a range of multimedia channels Channel Monitor to courtesy stop a range of call DS30X also known as DSO channels 78 CallPilot June 2007 Monitoring multimedia hardware Stop versus courtesy stop The following two methods of taking a component out of service allow you to choose how active calls are affected Courtesy stop A courtesy stop takes the component out of service after the component finishes processing the active calls Ifthe component is currently processing a call the call is not dropped the component remains active until the call is finished Ifthe component is not currently in use it is taken out of service immediately Courtesy stop is the preferred method for taking a component out of service Stop A stop takes the component out of service immediately regardless of whether the component is currently processing calls All active calls are dropped Typically you perform
71. g system Receive alert messages when the sensor values are out of range or when a performance threshold is reached Refer to the Help files in the ISM screen for more information 62 CallPilot Chapter 6 Monitoring multimedia hardware In this chapter Understanding fault management 64 Alarm Monitor 66 Event Browser 68 Channel and Multimedia Monitors 70 The Maintenance screen 71 Viewing component states 75 Starting and stopping components 78 Running integrated diagnostics 82 Viewing the last diagnostics result 85 Working with the Multimedia Monitor 87 Working with the Channel Monitor 89 1005r Server Maintenance and Diagnostics Monitoring multimedia hardware Standard 1 10 Understanding fault management Fault management is a subsystem within CallPilot that detects and notifies you of potential or real hardware problems with the multimedia hardware CallPilot monitors events in the multimedia hardware and raises an alarm when a fault occurs Event processing An event is any change in system configuration or operational state An event is also any action taken by the system that requires user notification such as a faulty MPB96 card switching to disabled status All events are reported to the fault management server The fault management server lets the CallPilot server listen and respond to its clients The interaction is called event processing and the server detects hardware faults in the multimedia h
72. ger online Help 1005r Server Maintenance and Diagnostics 87 Monitoring multimedia hardware Standard 1 10 3 Doone of the following IF you want to stop or start THEN all of the channels associated with a DSP select the check box to the left of the DSP that you want to stop or start Repeat this step for each DSP only one or several channels that are associated with a DSP select the check box for each channel that you want to stop or start 4 Click Courtesy Stop or Start as required Result If you click Courtesy Stop or Start you are asked to confirm the Courtesy Stop or Start Click OK The selected channels change to off duty or on duty status according to the action you chose Note If the buttons are not available wait a few seconds for the screen to refresh 88 CallPilot June 2007 Monitoring multimedia hardware Working with the Channel Monitor The Channel Monitor shows the status of call channels The call channels are the connections between the server and the switch that carry the call signals to CallPilot To view or work with call channel states 1 Run CallPilot Manager and log on In CallPilot Manager click Maintenance gt Channel Monitor Result The Channel Monitor screen appears showing the DS30X also known as DSO channels associated with each DS30X link Figure 11 Channel Monitor screen Z CallPilot Channel Monitor Microsoft Internet Expl
73. he hard drive symbol and the number 1 L 4 Press the green latch A on the front of the hard drive carrier as shown in the following diagram 1005r Server Maintenance and Diagnostics 115 Replacing basic chassis components Standard 1 10 Figure 21 SCSI hard drive carrier Pivot the latch A into the upright position Pull out on the black lever to slide the carrier from the chassis B Remove the new hard drive from its wrapper and place it on an antistatic surface 8 With the drive circuit side down position the connector end of the drive so that it is facing the rear of the drive carrier 9 Align the holes in the drive to the holes in the drive carrier and attach it to the carrier using four screws that meet the drive vendor s recommendation 116 CallPilot June 2007 Replacing basic chassis components Figure 22 Hard disk drive location in carrier 10 11 12 13 14 15 amp 5 With the black lever in the fully open position slide the drive assembly into the chassis Insert the replacement drive in the bay The green latch at the front of the drive carrier must be to the right Do not push on the black drive carrier lever until the lever begins to close by itself When the black drive carrier lever begins to close by itself push on it to lock the drive assembly into place Take the ESD strap off Replace the front bezel Resynchronize the new hard disk Refer to
74. he short red cable as shown in the following illustration 1005r Server Maintenance and Diagnostics 179 Replacing or adding voice processing boards Standard 1 10 Figure 56 PCI riser assembly power cable 17 Line up the two grooves on the back lip of the PCI riser assembly with the pins on the rear panel as shown in the following illustration 18 Hold the PCI riser assembly by the two blue handles A and push the assembly into the server board Refer to PCI riser card assembly on page 169 180 CallPilot June 2007 Replacing or adding voice processing boards Figure 57 PCI riser assembly alignment studs and slots 19 Reconnect the PCI riser assembly power cord 20 Reconnect the CT bus cable 21 Connect the DS30X cables to the MPB96 cards as shown in the following illustration Start with the cable labeled 1 and connect it to the MPB96 card in slot 1 1005r Server Maintenance and Diagnostics 181 Replacing or adding voice processing boards Standard 1 10 22 23 24 25 26 27 28 29 30 Figure 58 DS30X cables for high capacity Replace the chassis cover Take the ESD strap off Power up the server and log on to Windows Result The Windows New Hardware Found Wizard screen appears Click Next Select the presented Nortel MPB driver there is only one The Windows New Hardware Found Wizard screen appears again Click Next Select the presented Nortel MPB driver there is only on
75. ially expanded tree for 1005r 7 CallPilot Manager System Administration Maintenance Microsoft Internet Explorer provided by Nortel Networks RE Works CalfPilot Manager LDAP server sunbird Mailbox Number 000000 Help ff Logout SS Copyright 2002 Nortel Networks Corporation and its licensors All rights reserved When you click a component the screen refreshes to show the details about that component Details are divided into the sections described in the following table 72 CallPilot June 2007 Monitoring multimedia hardware Table 11 Component sections Section Description General This section shows general technical information about the selected component This typically includes the following details m the name class type series or version of a component m various capabilities of a component for example whether a component is removable Note This section does not appear for all components Maintenance This section shows the state of the selected component Use this section to start and stop a component before running a diagnostic test For more information about working with component states see the following sections a Viewing component states on page 75 Starting and stopping components on page 78 Diagnostics Use the Diagnostics section to run one or more diagnostic tests or to view the resu
76. ialog box select Configuration gt Maintenance Startup Diag gt Disable 94 CallPilot June 2007 Using CallPilot system utilities PEP Maintenance utility The PEP Maintenance utility displays a list of all installed PEPs on the server and lets you uninstall PEPs For information about installing or uninstalling PEPs see the Installation and Configuration Task List 555 7101 210 To access the PEP Maintenance utility From the Windows desktop click Start gt Programs gt CallPilot gt System Utilities gt PEP Maintenance Utility Result The DMI Viewer dialog box appears To view a list of all installed PEPs 1 Click the component for which you want to display the PEP list 2 Click Show PEPs Result A list of all installed PEPs appears in the left pane 3 Ifyou want to review the readme file associated with a PEP click the PEP and then click Read Result The readme file appears in Notepad 1005r Server Maintenance and Diagnostics 95 Using CallPilot system utilities Standard 1 10 Session Trace The Session Trace tool displays detailed information about the activity in a user s mailbox and the state of the message waiting indicator MWD The session information includes voice messaging call answering express messaging activity messages composed and sent or left ina mailbox the number of messages played or unplayed at the beginning middle and end of a session messages and personal d
77. ice Shutting Down The component is in the process of stopping This state occurs quickly and is immediately followed by Off Duty Uninitiated The call processing component has not initialized the resource Alert icons If one of the following icons appears next to a component in the tree then the component or one of its subcomponents is experiencing a problem Icon Description A problem exists with a subcomponent of the selected component Expand the tree to locate the subcomponent with the problem x A problem exists with the selected component 76 CallPilot June 2007 Monitoring multimedia hardware To view the state of a hardware component 1 Run CallPilot Manager and log on 2 In CallPilot Manager click Maintenance gt Maintenance Admin Result The Maintenance screen appears 3 Click the plus signs beside the CallPilot server to expand the component tree 4 Continue clicking the plus sign until the component you want to work with is visible 5 Click the hardware component you want to work with Result The Maintenance screen refreshes to show details about the component Scroll down to the Maintenance section View the state of the selected component in the State box 1005r Server Maintenance and Diagnostics 77 Monitoring multimedia hardware Standard 1 10 Starting and stopping components When you stop a component you take it out of service and prevent it
78. istribution lists restored to a mailbox the last change to the MWI turned on or off or untouched This session information lets an administrator or technician study the state of a user s mailbox and the MWI and to use that information to follow user complaints For example a user can complain that the MWI was on but no voice messages were in the mailbox when the user logged on The session information can tell the administrator why the MWI was turned on To access the session trace tool From the Windows desktop click Start gt Programs gt CallPilot gt System Utilities gt Session Trace Tool Result The MCE Session Trace dialog box appears 96 CallPilot June 2007 Using CallPilot system utilities To find a session 1 From the Session Type list choose the type of session To display a list of all session types select All Session Types 2 Enter as much information in the search criteria boxes to identify the session you want to view To display a list of all users for the selected session type leave the search criteria boxes blank 3 Click Search to initiate the search a If you did not enter any user information a list of users matching the session type appears at the bottom of the window To select a user from the list double click the user name to display session type information b If you selected All Session Types for a user the session type information appears in the right of the window
79. l of the diagnostics select the Diagnostic Description check box at the top of the list 9 Click Run Result A new Web browser window appears with the progress and results of the diagnostics Note The Diagnostic Results box in the Diagnostics section appears when you click Get Last Result 84 CallPilot June 2007 Monitoring multimedia hardware Viewing the last diagnostics result You can review the results of diagnostics by clicking the Get Last Results button for a component To view the last diagnostics result ATTENTION Nortel recommends that you courtesy stop rather than stop a component if possible For instructions see Starting and stopping components on page 78 1 Run CallPilot Manager and log on 2 In CallPilot Manager click Maintenance gt Maintenance Admin Result The Maintenance screen appears 3 Click the plus sign beside the CallPilot server to expand the component tree 4 Continue clicking the plus signs until the component you want to work with is visible 5 Click the hardware component for which you want to run diagnostics with Result The Maintenance screen refreshes to show details about the component Scroll down to the Diagnostics section Select the check box for each diagnostic for which you want to review results 8 Click Get Last Result Result The results appear in the Diagnostic Results box with the following information diagnostic title 100
80. lacing or adding voice processing boards Upgrading to high capacity This section describes how to upgrade your server hardware to the high capacity configuration You need three MPB96 boards to support the high capacity feature CAUTION AN Risk of electrical damage m Wear an antistatic ESD wrist strap when handling cards or boards or when working inside the server Do not touch the components or gold edge connectors of cards or boards a Place the board on an antistatic surface until you are ready to install it MPB96 boards are not hot swappable and you must power down the system before adding boards Requirements m Phillips cross head screwdriver 1 and 2 bit High capacity upgrade kit includes two MPB96 boards a CT bus cable and two DS30X cables To add two MPB96 boards 1 Courtesy stop all CallPilot channels Refer to Starting and stopping components on page 78 2 Power down the server unplug all peripheral devices and ethernet cables and disconnect the AC power 1005r Server Maintenance and Diagnostics 175 Replacing or adding voice processing boards Standard 1 10 3 Attach the ESD strap to your wrist and attach the other end toa known grounded connection 4 Remove the chassis cover Refer to Removing and replacing the server cover on page 108 for instructions Disconnect the red power cable from the PCI riser assembly Disconnect the DS30X cable from the MPB96 card in th
81. ld edge connectors of cards or boards a Place the card on an antistatic surface until you are ready to install it PCI add in cards are not hot swappable You must power down the system and remove the power cords before replacing the card CAUTION AN Risk of physical equipment damage Remove the 1005r from the rack and place it on a solid surface when replacing or adding cards The PCI riser assembly requires considerable force when inserting it into the connector and physical damage can result if the assembly is not properly aligned Placing the server on a solid surface such as a workbench gives you a better view of the card alignment and lets you exert the necessary force when inserting the assembly into the connector 1005r Server Maintenance and Diagnostics 151 RAID operations Standard 1 10 Requirements Phillips cross head screwdriver 1 and 2 bit RAID card replacement kit electrostatic discharge ESD grounding strap To replace the RAID card 1 Power down the server unplug all peripheral devices and ethernet cables and disconnect the AC power Attach the ESD strap to your wrist and attach the other end to a grounded connection away from the server Remove the chassis cover Refer to Removing and replacing the server cover on page 108 for instructions Disconnect the red power cable from the PCI riser assembly Disconnect the DS30X cable from the MPB96 card in the full size side of the
82. ll height PCI card slots C The MPB96 voice processing boards occupy one or three full height slots In the following diagram the card slots are numbered from 1 to 3 starting at the top Figure 41 1005r server rear panel Refer to the 7005r Server Hardware Installation 555 7101 228 guide to identify the other features on the 1005r rear panel 1005r Server Maintenance and Diagnostics 163 Replacing or adding voice processing boards Standard 1 10 DSP numbering and location DSPs are the built in voice processing components on MPB boards DSPs are numbered to distinguish them in CallPilot maintenance programs such as the Maintenance screen in CallPilot Manager Each DSP supports up to eight multimedia channels DSP numbering MPB96 boards The MPB96 board has 12 embedded DSPs MPC 8 cards are not required If an embedded DSP is faulty you must replace the entire MPB96 board Figure 42 MPB96 board Faceplate Mezzanine connector CT Bus connector for future use 4 it m _ _ oO J mm man T D J af I amp aa i ET 1 g j m e a Lo PCI connector os DS30 link status LEDs DS30 con
83. ls are no longer active before disabling them instead of suddenly terminating active calls Stop the channels When you stop channels you suddenly disable them and terminate all active calls 70 CallPilot June 2007 Monitoring multimedia hardware The Maintenance screen Use the Maintenance screen in CallPilot Manager to do the following Obtain general information about components View component states Start and stop components Run integrated diagnostic tests View the results of the last diagnostic test run against a component What the Maintenance screen provides The Maintenance screen identifies the server platform and switch connectivity type It also provides a navigation tree that when expanded lists the physical and logical hardware components down the left side of the screen To list the server hardware components click the plus sign at the top of the tree To list the subcomponents for each component click the plus sign beside the component Note The components that are listed on the Maintenance screen are based on the CallPilot server type and the switch that is connected to CallPilot The examples in this chapter are for illustration purposes and may not appear exactly the same as your system Figure 9 on page 72 shows a partially expanded tree for the 1005r server 1005r Server Maintenance and Diagnostics 71 Monitoring multimedia hardware Standard 1 10 Figure 9 Part
84. lts of the last diagnostic tests that were run on the selected component For more information about running diagnostics see the following sections Running integrated diagnostics on page 82 a Viewing the last diagnostics result on page 85 1005r Server Maintenance and Diagnostics 73 Monitoring multimedia hardware Standard 1 10 Maintenance activities for each component The following table identifies the maintenance activities you can perform for each component that is listed in the component tree Table 12 Maintenance activities Start Courtesy Diagnostics Replaceable Component stop stop available Media Bus Yes No Yes No MPB96 board Yes No Yes Yes Time Switch No No No No DSPs embedded Yes No Yes No MPB boards embedded Multimedia channels Yes Yes Yes No Call channels Yes Yes No No DS30X link Yes No No No Note The MGate card and DS30X cable are replaceable If you are having problems with the DS30X link determine if either one or both of these items are causing the problem and need to be replaced 74 CallPilot June 2007 Monitoring multimedia hardware Viewing component states View a component state to determine the general condition of the component including whether the component is disabled or off duty The component state is shown in the Maintenance section of the Maintenance screen Component states You can determine th
85. m Monitor to determine the reason and the appropriate action to take If the Alarm Monitor and Event Browser do not provide a solution to a hardware problem you may need to replace or service a component If the problem is with a component that is not replaceable because it is not a physical entity such as the Time Switch you must either replace its parent component or contact your Nortel technical support representative depending on the component To run a diagnostic test ATTENTION Nortel recommends that you courtesy stop rather than stop a component if possible For instructions see Starting and stopping components on page 78 1005r Server Maintenance and Diagnostics 83 Monitoring multimedia hardware Standard 1 10 1 Run CallPilot Manager and log on 2 In CallPilot Manager click Maintenance gt Maintenance Admin Result The Maintenance screen appears 3 Click the plus sign beside the CallPilot server to expand the component tree 4 Continue clicking the plus signs until the component you want to work with is visible 5 Click the hardware component for which you want to run diagnostics with Result The Maintenance screen refreshes to show details about the component 6 Scroll down to the Maintenance section and ensure that the component is out of service Scroll down to the Diagnostics section Select the check box for each diagnostic that you want to run Note If you want to run al
86. m this procedure unless you are replacing the hard drives or you are rebuilding the CallPilot system that is reinstalling the Windows operating system and CallPilot software WARNING Nortel strongly recommends that you not perform low level formatting Performing low level formatting results in the drives becoming unusable To configure an LSI320 1 RAID system To configure RAID do the following 1 Turn on the server and press Ctrl M when prompted during system bootup Note The Ctrl M utility can take up to 1 minute to launch with 1137 firmware The system can appear frozen Do not reset 2 From the Management menu select Objects and press Enter 142 CallPilot June 2007 RAID operations oN Oo oa fF W 10 From the Objects menu select Adapter and press Enter From the Adapter menu select Factory Default Select Yes to confirm the selection and press Enter Press Ctrl Alt Delete when prompted to restart system During bootup press Ctrl M to re enter the RAID setup utility From the Management menu select Objects Adapter and then ensure the Adapter 1 values are set as follows Flex RAID Power Fail Enabled Fast Initialization On Disk Spin up Timing 1 Disk every 6 secs Cache Flush Timings Every 4 seconds Rebuild Rate 30 Alarm Control Enabled There is no audible alarm Other Adapter Options Emulation Mass Storage Auto Rebuild Disabled Initiator ID 7 Cluster
87. nd Diagnostics 149 RAID operations Standard 1 10 ATTENTION Do not use the Power Console for the following procedure or data corruption can occur 1 Restart the server and enter the Ctrl M utility when prompted during system bootup 2 From the Management menu select Objects and press Enter Select Objects gt Physical Drive and press Enter 4 Select FAIL Drive for the drive that is online A01 1 Onln Result The drive shows as failed 5 Select the second drive previously taken offline as the backup drive and marked failed and make it ONLINE Ignore the warning message Result The second drive is marked ONLINE and the first drive is marked failed 6 Exit the utility and press Ctrl Alt Delete to reboot the server Result The system boots up to the original configuration before the PEP installation 7 When the system is fully booted open the Windows MegaRAID console and rebuild the failed drive using the same process described in To synchronize the RAID after a successful PEP installation on page 149 Result The system is now in the original configuration 150 CallPilot June 2007 RAID operations Replacing the RAID card The RAID card is in low profile slot 1 counting from the top down of the PCI riser assembly CAUTION AN Risk of electrical damage m Wear an antistatic ESD wrist strap when handling cards or boards or when working inside the server Do not touch the components or go
88. nector G101776 164 CallPilot June 2007 Replacing or adding voice processing boards Replacing an MPB96 board This section describes how to replace an MPB96 board You must replace an MPB96 board if the board becomes faulty when the PCI firmware needs to be updated and the board must be sent back to the factory CAUTION AN Risk of electrical damage a Wear an antistatic ESD wrist strap when handling cards or boards or when working inside the server Do not touch the components or gold edge connectors of cards or boards a Place the board on an antistatic surface until you are ready to install it 1005r Server Maintenance and Diagnostics 165 Replacing or adding voice processing boards Standard 1 10 MPB96 boards are not hot swappable and you must power down the system before replacing the cards CAUTION AN Risk of physical equipment damage Remove the 1005r from the rack and place it on a solid surface when replacing or adding cards The PCI riser assembly requires considerable force when inserting it into the connector and physical damage can result if the assembly is not properly aligned Placing the server on a solid surface such as a workbench gives you a better view of the card alignment and lets you exert the necessary force when inserting the assembly into the connector Requirements Phillips cross head screwdriver 1 and 2 bit MPB96 replacement board elect
89. ng Windows online diagnostic tools OVCIMIEW e 216s pitita rtta buds Ges EnO T o NAER Viewing event 100s os sciod cdi var tee ci kier e an erer ei Using TCP IP diagnostic 1001S cc 4ccccncece dave asada en ecwaw es Using the chkdsk Wanty 03 aie een ee eer toeiweeweretaesteees Monitoring server hardware TESNILO WS 2h ns 4k ea Gk BN APR ARG ELSE TERRES ERRS ERE Monitoring multimedia hardware Understanding fault Management isc ces yes steed eee a tess laren MOMOE dk oar dkeed on Ged Sedona keene deweais Event Browser o 6 oii66 525s ck eset hedee berte hdd eenbae ds Channel and Multimedia Monitors s gt c4500ca0s peda seven cranes The Maintenance screen i ow nik ee Rid eo oe Be ee eae ee ad 15 17 18 22 41 42 43 48 61 62 63 64 66 68 70 71 1005r Server Maintenance and Diagnostics Contents Standard 1 10 Viewing component SIS cj te deer eater nereeceiiaeeranegtens 75 Starting and stopping components 0 eee ee eee eee 78 Running integrated diagnostics cic sk dang idane tranan ank pene 82 Viewing the last diagnostics result 4 44 04 ceeies dense easvade evens 85 Working with the Multamedia Monit r s 4 5 40iesascseaussennsas 87 Working with the Channel Monitor 4 44cc400csa0bciaossaveeaaass 89 7 Using CallPilot system utilities 91 WEIN 6 0 5 0 Rie GR A CS ATA RELA AD EWEN EROS Reber Seow Es ees 92 Piacoa s TOG cccck wks aun ce orere enan NE EEA ERROREAK S 93 PEP Maintenance Wal
90. ntenance and Diagnostics 159 RAID operations Standard 1 10 160 CallPilot Chapter 10 Replacing or adding voice processing boards In this chapter M1 CS1000 switch connectivity Locating the voice processing boards DSP numbering and location Replacing an MPB96 board Upgrading to high capacity 162 163 164 165 175 1005r Server Maintenance and Diagnostics 161 Replacing or adding voice processing boards Standard 1 10 M1 CS1000 switch connectivity There are two valid configurations for MPB96 boards with M1 CS1000 switch connectivity The following table shows valid configurations Table 14 MPB96 with M1 CS1000 switch MPB96 boards Slot number Max channels MPU 1 1 96 96 3 high capacity 1 2 3 192 288 Determine which configuration applies to your system ATTENTION You must use one of the valid configurations for the system to function properly Taking safety precautions Before you make any changes to the server hardware follow these safety precautions Respect appropriate electrostatic discharge ESD rules Power down the system Do not drop and leave screws inside the server Do not drop hard objects such as screwdrivers inside the server as this can damage the server 162 CallPilot June 2007 Replacing or adding voice processing boards Locating the voice processing boards Figure 41 on page 163 shows the rear panel of the 1005r server with the three fu
91. o the RAID card 122 CallPilot June 2007 Replacing basic chassis components Figure 25 SCSI cable attached to RAID card alike torneo 7 Lift the blue tabs and pull up on the riser to remove the riser card assembly from the chassis 1005r Server Maintenance and Diagnostics 123 Replacing basic chassis components Standard 1 10 Figure 26 PCI riser card assembly 8 Turn the riser card upside down and place it on a table 124 CallPilot June 2007 Replacing basic chassis components Figure 27 Low riser PCI card 9 Release the retention bar A 10 Replace the card in either slot 2 or 3 the two upper slots in the preceding diagram and not the lower slot as shown 11 Lock the retention bar in place 12 Turn the PCI riser card right side up 13 Arrange the PCI riser assembly red power cable as shown in the following illustration to avoid pinching the cable when you put the riser assembly into the chassis 1005r Server Maintenance and Diagnostics 125 Replacing basic chassis components Standard 1 10 Figure 28 PCI riser assembly power cord 14 Hold the PCI riser assembly by the two blue handles A and push the assembly into the server board Refer to Figure 26 on page 124 15 Line up the two grooves on the back lip of the PCI riser assembly with the pins on the rear panel as shown in the following illustration ATTENTION If the PCI riser assembly is not fully seated the se
92. om BIOS with the following procedure 1 Restart the PC and press F2 when prompted 2 When the BIOS window appears select Server gt System Management Event Log gt Clear Event Logs 1005r Server Maintenance and Diagnostics 195 Maintaining the BIOS and system board firmware Standard 1 10 Maintaining the onboard video and network cards Network card failure The network cards are integrated into the server board If the network cards fail you must replace the server Video card failure The video card is integrated into the server board If the video card fails you must replace the server Indicators for video card failure If the monitor appears to be functioning but no display is visible look for the following indicators of video card malfunction Brightness and contrast are set at normal level The server is powered on and one long beep is followed by two short beeps The DVD combo drive light goes on when the server is powered but no display is visible on the monitor The DVD combo drive light comes on when you type dir D and press Enter but no display is visible on the monitor 196 CallPilot Index A alarm board replacement of 132 Alarm Monitor 66 alarms about 64 66 investigating 66 alert icons component states 76 application event log definition 44 arp command 53 parameters and descriptions 53 running from Windows 54 syntax 53 bezel front 108 removal of 106 replacement of
93. orer BEE lf File Edit View Favorites Tools Help iurs gt EB NORTEL i A ORT Rtonns i CaliPilot Manager Bl LDAP server sunbird Mailbox Number 000000 GEG Co ee Maintenance Messaging v Tools Help v Channel Monitor stat Courtesy Stop Stop Help Refresh Rate Delay between updates 5 seconds Channel Statu M ti eo po bo be eph o ANT Cif sTo o01 Pi ION 3800 nmaa L Labet ST101 001 001 L Legend 1 hi r 4 a i h s r 4 as Active ide in Test f Loading No Resources Not Configured Remote Yellow Alarm ACCESS Channel e e Of Duty Remote Of Duty Disabled Shutting Down Uninitialized amp Local Red Alarm vR Channel Note For an explanation of the channel states see the CallPilot Manager online Help 1005r Server Maintenance and Diagnostics 89 Monitoring multimedia hardware Standard 1 10 3 Doone of the following IF you want to stop or start THEN all of the channels associated with select the check box to the left of the a DS30X link DS30X link that you want to stop or start Repeat this step for each DS30X link only one or several channels that select the check box for each are associated with a DS30X link channel that you want to stop or start 4 Click Courtesy Stop or Start as required Result If you click Courtesy Stop or Start you are asked to confirm the Courtesy Stop or Start Click O
94. ou applied 15 Hold the PCI riser assembly by the two blue handles A and push the assembly into the server board Refer to PCI riser card assembly on page 155 16 Line up the two grooves on the back lip of the PCI riser assembly with the pins on the rear panel as shown in the following illustration ATTENTION If the PCI riser assembly is not fully seated the server can malfunction 1005r Server Maintenance and Diagnostics 157 RAID operations Standard 1 10 Figure 40 PCI riser assembly rear grooves 17 18 19 20 21 22 23 24 25 Reconnect the PCI riser assembly power cord Reconnect the SCSI cable to the RAID card Replace the chassis cover Take the ESD strap off Power up the server and log on to Windows Result The Windows New Hardware Found Wizard screen appears Click Next Select the presented driver Check that the RAID firmware is version 1L37 Refer to To verify the RAID firmware version on page 139 Upgrade the RAID firmware if required Refer to To upgrade or downgrade the RAID firmware on page 140 158 CallPilot June 2007 RAID operations 26 Configure the new RAID card Refer to To configure an LSI320 1 RAID system on page 142 27 Test the system to ensure the new board is functioning properly For instructions see Testing the CallPilot installation in the Installation and Configuration Task List 555 7101 210 1005r Server Mai
95. pin up and the amber hard drive activity LEDs on the front panel display HDDO and HDD1 extinguish and then flash with activity The DVD combo LED illuminates temporarily as the system checks the DVD combo drive N 6 Check the monitor for any error messages as the server counts RAM and completes a POST 28 CallPilot June 2007 Troubleshooting your CallPilot system For more information about POST see Power On Self Test diagnostics on page 30 1005r Server Maintenance and Diagnostics 29 Troubleshooting your CallPilot system Standard 1 10 Power On Self Test diagnostics The Power On Self Test POST is a system diagnostic program stored in the BIOS Basic Input Output that runs each time the 1005r server starts The function of the POST is to test system components and display status messages To run the POST 1 Power up the CallPilot server and monitor Result After a few seconds the POST begins to run After the memory test various screen prompts and messages appear The screen prompts can be accompanied by a single beep 2 Observe the screen for any error messages and listen for POST beep codes When the POST is complete the server beeps once If the server halts before the POST is finished the server emits a beep code indicating that a fatal system error requires immediate attention For more information see Interpreting POST diagnostics on page 30 If the POST can display a m
96. ps see the CallPilot Manager online Help To split the RAID 1 Load the MegaRAID console Select Start gt Programs gt Power Console Plus gt Launch Client Ensure that Access Mode gt Full Access is selected Click OK Result The MegaRAID Power Console Plus window appears 4 Ensure all drives are in ONLINE state marked green In the Physical Devices section right click the first drive A01 2 Onlin 6 Select Tools Fail Drive from the shortcut menu Result A message appears advising that marking the online drive Failed results in changes 7 ignore the warning and click OK The drive status changes to FAILED and the color of the icon changes to red for example A01 2 Failed 1005r Server Maintenance and Diagnostics 147 RAID operations Standard 1 10 At this point the RAID is split and the drive marked FAILED is the backup drive and is no longer written to You can install a PEP on the system and use the backup drive to back out of the installation ATTENTION Do not make the failed drive online at this point or data corruption can occur If you failed the wrong drive by mistake you must select rebuild to bring it back into service Figure 34 MegaRAID Power Console Plus drive status EE MegaRAID Power Console Plus Yersion 5 00i M Standard Configuration Adapter Physical Drv Logical Dry Progress Help Logical View L LD 1 RAID 1 140189 MB C Physical View Global Hot Spare Pool
97. r assembly with the pins on the rear panel as shown in the following illustration 19 Hold the PCI riser assembly by the two blue handles A and push the assembly into the server board Refer to PCI riser card assembly on page 169 ATTENTION If the PCI riser assembly is not fully seated the server can malfunction Figure 50 PCI riser assembly rear studs and slots 20 Reconnect the DS30X cable or cables to the MPB96 card or cards You must reconnect each cable to the same MPB96 card it was previously connected to Use the labels you applied as a guide 21 Replace the chassis cover 22 Take the ESD strap off 23 Power up the server and log on to Windows 1005r Server Maintenance and Diagnostics 173 Replacing or adding voice processing boards Standard 1 10 24 25 26 27 Result The Windows New Hardware Found Wizard screen appears Click Next Select the presented Nortel MPB driver there is only one Run the Configuration Wizard to configure the new hardware For instructions see Meridian 1 and CallPilot Server Configuration 555 7101 222 or CS1000 and CallPilot Server Configuration 555 7101 510 Result The MPB96 board replacement is complete Test the multimedia channels to ensure the new MPB96 board is functioning properly For instructions see Testing the CallPilot installation in the Installation and Configuration Task List 555 7101 210 174 CallPilot June 2007 Rep
98. resolution statistics for Windows networking name resolution Windows computer configured to use WINS this option returns the number of names resolved and registered through broadcast or through WINS Displays both client and server sessions listing the remote hosts by IP address Displays both client and server sessions and attempts to convert the remote host IP address to a name using the HOSTS file interval Displays selected statistics pausing interval seconds between each display Press Ctrl C to stop displaying statistics Without this parameter nbtstat prints the current configuration information once 1005r Server Maintenance and Diagnostics 55 Using Windows online diagnostic tools Standard 1 10 To run the nbtstat command from Windows 1 Click Start gt Programs gt Accessories gt Command Prompt Result The Command Prompt dialog box appears Type nbtstat with the required parameters Press Enter Result The system runs the nbtstat utility 4 Type Exit to exit the Command Prompt dialog box and return to Windows 56 CallPilot June 2007 Using Windows online diagnostic tools The netstat command The netstat command displays current TCP IP network connections and protocol statistics Netstat command syntax The netstat command uses the following syntax netstat a e n s p proto r interval netstat command parameters Table 9 netstat command parameters Parame
99. ritical Management SLOG DAWINNTSystem3ALogFilesW3SVC1 ex020420 log The data is the error Fri Apr 19 Fault J Alarm Event from Event ID 3 Description IIS Logging was unable to create the file ey AO EDT 40593 Sep Crtical Management SLOG p AWINNNSyster32LogFilestW35VC1ex020420 log The data is the eror if Fri Apr 19 Fault Alarm Event from Event ID 3 Description IIS Logging was unable to create the file 5 qoa OG EDT 40592 get Critical Management IISLOG 5 WinnTSystem 2 LogFilestW3SVC1 ex0020420 log The data is the error Fri Apr 19 Alarm Fautt Event from Event ID 3 Description IIS Logging was unable to create the file Spee a2 EDT 40592 iet Critical eramen NSLOG 5 WinnTSystem 2 LogFilestW3SVC1 ex0120420 log The data is the error Fri Apr 19 Fault Fri Ap Alarm Event from Event ID 3 Description IIS Logging was unable to create the file j 2 s hae STEDT 40592 leo _ Crtical peenedement SLOG 5 AWinnTSystem32 LogFilestW3SVC1 ex1020420 log The data is the error Fri Apr 19 Fault J Alarm Event from Event ID 3 Description IIS Logging was unable to create the file poon 01 EDT 40592 icq Critical rangement SLOG DAWINNTSystem32ALogFiles W3SVC1 ex020420 log The data is the error Thu Apr 18 Fault i Alarm Event from Event ID 3 Description IIS Logging was unable to create the file 920 00 10 EDT 40592 Sep Critical Management ISLOG DAWINNT System32ALogF iles W3SVC1ex0
100. rostatic discharge ESD grounding strap To replace an MPB96 board 1 Courtesy stop all CallPilot channels Refer to Starting and stopping components on page 78 Power down the server unplug all peripheral devices and ethernet cables and disconnect the AC power Attach the ESD strap to your wrist and attach the other end to a known grounded connection Remove the chassis cover Refer to Removing and replacing the server cover on page 108 for instructions Disconnect the red power cable from the PCI riser assembly 166 CallPilot June 2007 Replacing or adding voice processing boards 6 Disconnect the DS30X cable from the MPB96 card in the full size side of the PCI riser Figure 43 DS30X cables for high capacity Note If you have the high capacity configuration with three MPB96 cards label each cable with the MPB96 slot number before disconnecting Incorrectly connected MPB96 cards do not answer calls 7 Disconnect the SCSI cable attached to the RAID card 1005r Server Maintenance and Diagnostics 167 Replacing or adding voice processing boards Standard 1 10 Figure 44 SCSI cable attached to RAID card allel tonne or 8 Lift the blue tabs and pull up on the riser to remove the riser card assembly from the chassis 168 CallPilot June 2007 Replacing or adding voice processing boards Figure 45 PCI riser card assembly 9 Turn the riser card upside down and place it
101. rver can malfunction 126 CallPilot June 2007 Replacing basic chassis components Figure 29 PCI riser assembly rear grooves 16 17 18 19 20 21 22 23 24 Reconnect the PCI riser assembly power cord Reconnect the SCSI cable to the RAID card Reconnect all cables Replace the chassis cover Take the ESD strap off Power up the server and log onto Windows Result The Windows New Hardware Found Wizard screen appears Click Next Select the presented driver there is only one Run the Configuration Wizard to detect the new hardware For instructions see the nstallation and Configuration Task List 555 7101 210 1005r Server Maintenance and Diagnostics 127 Replacing basic chassis components Standard 1 10 Result The board replacement is complete 25 Test the system to ensure the new board is functioning properly For instructions see Testing the CallPilot installation in the Installation and Configuration Task List 555 7101 210 128 CallPilot June 2007 Replacing basic chassis components Replacing the DVD combo drive The DVD combo drive is not hot swappable You must power down the system to replace the DVD combo drive Requirements You need a Phillips cross head screwdriver 1 and 2 bit To replace the DVD combo drive 1 Power down the server unplug all peripheral devices and Ethernet cables and disconnect the AC power 2 Remove the front bezel Refer
102. s Main Set the Date and the language to English Advanced Processor Configuration Processor Re test Disabled Max CPU ID Value Limit Disabled Hyper treading Technology Enabled HT Technology in MPS ENABLED Execute Disable Bit Enabled Hardware Prefetcher Disabled Adjacent Cache Line Prefetch Disabled IDE Configuration Onboard P ATA Channels PRIMARY Onboard S ATA Channels DISABLED Primary IDE master ATAPI CDROM Primary IDE slave Not Detected Secondary IDE Slave Not Detected Third IDE Master Not Detected Fourth IDE master Not Detected Hard Disk write protection Disabled IDE Detect Time Out 35 sec ATA PI 80 pin Cable Detection Host amp Device Floppy Configuration Onboard FDD Disabled Super I O Configuration Serial Port Trimode Model BMC Snoop SIM Tri state Disabled Serial Port A Address 3F8 IRQ4 Serial Port B Address 2F8 IRQ3 190 CallPilot June 2007 Maintaining the BIOS and system board firmware USB Configuration USB Function Enabled Legacy USB Support Auto Post64 100 Emulation Disabled USB2 0 Controller Enabled USB2 0 Controller Mode HiSpeed PCI Configuration Onboard Video Enabled Dual Monitor Video Disabled Onboard NIC Enabled Onboard NIC1 ROM Enabled Onboard NIC2 ROM Enabled Onboard SCSI Enabled Onboard SCSI ROM Enabled Onboard SCSI Mode IM IME PCI Priority Arbitration Disabled MMI O Above4GB Disabled Memory Configuration DIMM 1A 1B 2A 2B
103. s listed under Service Name can be either running or in full service when CallPilot is functioning optimally If any CallPilot services are stopped investigate the cause of this Call Nortel technical support for assistance Note While you can investigate any stopped services some services are not critical CallPilot can continue to handle call processing even with some services stopped 100 CallPilot June 2007 Using CallPilot system utilities The critical services that are required for basic CallPilot call answering are listed in the following table For your reference the equivalent names as they appear in the Windows Control Panel are also listed CallPilot System Monitor Windows Control Panel equivalent CTMS Service CTMS Server Telephony TAPTI Telephony Service MCE SLEE CallPilot SLEE Service MCE Notification CallPilot MWI Service MAS Notification CallPilot Notification Service MAS CCR CallPilot Call Channel Router MAS BCR CallPilot Blue Call Router SQL Anywhere Adaptive Server Anywhere ComputerName _SQLANY MAS MltmediaCache CallPilot Multimedia Cache MAS MltmediaVol1 CallPilot Multimedia Volume 1 MAS MltmediaVol102 TRP only CallPilot Multimedia Volume 102 TRP only MAS MltmediaVol103 TRP only CallPilot Multimedia Volume 103 TRP only MAS Rsrc Pckg 1 CallPilot Resource Packagel DSPs In the DSP pane
104. sdsk utility parameters Parameter Description drive Drive letter of the drive that you want to check filename Names of files to check for fragmentation F Optional parameter to fix errors on the disk IV Optional parameter to display the full pathname of every file on the disk R Optional parameter to locate bad sectors and to recover readable information 58 CallPilot June 2007 Using Windows online diagnostic tools To run the chkdsk utility from Windows 1 Click Start gt Programs gt Accessories gt Command Prompt Result The Command Prompt dialog box appears Type chkdsk lt drive letter gt for example chkdsk c Press Enter Result The system runs the chkdsk utility 4 Type Exit to exit the Command Prompt dialog box and return to Windows 1005r Server Maintenance and Diagnostics 59 Using Windows online diagnostic tools Standard 1 10 60 CallPilot Chapter 5 Monitoring server hardware In this chapter ISM overview 62 1005r Server Maintenance and Diagnostics 61 Monitoring server hardware Standard 1 10 ISM overview Intel Server Manager ISM is a server management tool installed on your 1005r server Use ISM to monitor hardware health and server performance Set up the following types of tasks using ISM Monitor the hardware sensors on the managed server Monitor the performance of the server using data collected from the operatin
105. serron ani 145 To synchronize the RAID after a successful PEP installation 147 To synchronize the RAID after an unsuccessful PEP installation 147 To replace the RAID card cccccs eds saeeriecesnnutineeasacanieecennenaevermante 150 To replace an MP B96 DOard cssrisisccisisicisnisiusriiiisrsorniscisacaissaiain 162 To add two MPBO6 bDOardS ensccisisrrsisrianianonuniniennusenissnasesusieisdsinas 171 To display the Nortel CallPilot Image Menu l 183 To upgrade the BIOS and system board firmware 0 c 184 To view system event logs ccccsiasicidacmevncacn ini vecdanatneircdsemuernenaniiad ts 189 To save system event logs to a USB media drive ceee 190 To cloar system event 09S isssiisisrrirmeiurneinsn nsr 190 10 CallPilot Contents How to get Help Outlining maintenance and diagnostics activities ODS server aU ES cee st daw eed das esha sep eee haees ees Maintenance and diagnostics overview 020 eee eee eee Troubleshooting your CallPilot system Startup diagnostics OVErvieW 2 0 05 46 64 se0e dee ee eee beewwens Basic hardware Cee ons 2 ck cee A ewes Ab OR KE asaya Power On Self Test diagnostics 0 00 0 cee ee ee eee eee Interpreting BIOS error messages 0 0000 e eee eee What to do when the server fails to boot into service Interprenne hard drive WEDS 4144 2406s deka piar krin eaue gen Performing a hardware shutdown 0 0 cece eee eee Usi
106. shows the back panel controls The features on the right are the AC power supply banks The PCI card brackets are in the middle of the back panel while the connectors and ports are along the bottom and left side Figure 2 Back panel controls and features F H J E M N G K Label Control or feature Label Control or feature A DB15 Telco alarm H RJ45 NIC 1 connector connector not used 20 CallPilot June 2007 Outlining maintenance and diagnostics activities Label Control or feature Label Control or feature B PCI low profile card I RJ45 NIC 2 connector brackets Numbered 1 2 3 from top to bottom C PCI full size card brackets J Video connector Numbered 1 2 3 from top to bottom D Power supply 1 K USB 1 Power supply 2 L USB 0 F PS 2 mouse and keyboard M Server management LAN connectors port G Rear connection to comm 2 N External SCSI tape drive serial port 1005r Server Maintenance and Diagnostics 21 Outlining maintenance and diagnostics activities Standard 1 10 Maintenance and diagnostics overview The maintenance and diagnostic activities discussed in this guide are divided into two groups of activities troubleshooting and diagnostics identifying the cause of system problems and resolving them performing hardware maintenance This guide is for administrators technicians and engineers responsible for maintaining a CallPilot server This guide assumes that you hav
107. splays events that are recorded in the server log Each event identifies the time the event occurred the object that generated the event and the cause of the event Events are classified as Information Minor Major or Critical By default the Event Browser displays the latest 100 critical events To investigate using the Event Browser 1 Run CallPilot Manager and log on 2 In CallPilot Manager click System gt Event Browser 68 CallPilot June 2007 Monitoring multimedia hardware Result The Event Browser screen appears Figure 8 Event Browser screen Zj CallPilot Manager Event Browser List Microsoft Internet Explorer Lei Ele Edt View Favorites Tools Help CaliPilot Manager LDAP server sunbird Mailbox Number 000000 Help f Logout Home User System Maintenance Messaging Tools Help v Location System Event Browser Event Browser All Filtered Events x Change Filter Criteria Save Event Refresh List Print Help Time Stamp Event Code Event Type Severity Instance Description Mon Apr 22 Faut i Alarm Event from Event ID 3 Description IIS Logging was unable to create the file a be Piscnevran SLOG DAWINNNSystem32LogFilestW3SVC 1ex020423 log The data is the error Fri Apri9 Fault j 5 Alam Event from Event ID 3 Description IIS Logging was unable to create the file PAPIO EDT AE get C
108. t target_name Example tracert 200 286 0 32 3 Press Enter 52 CallPilot June 2007 Using Windows online diagnostic tools Result The system runs the tracert utility 4 Type Exit to exit the Command Prompt dialog box and return to Windows The arp command The arp command displays and modifies the IP to physical address translation tables used by Address Resolution Protocol ARP ARP command syntax The ARP command uses the following syntax arp s inet_addr eth_addr if_addr arp d inet_addr if_addr arp a inet_addr N if_addr ARP command parameters Table 7 ARP command parameters Parameter Description a Displays current arp entries by interrogating the current protocol data If inet_addr is specified the IP and physical addresses for the specified computer appear If more than one network interface uses arp entries for each arp table appear g Same as a inet_addr Specifies an Internet address if_addr Specifies the Internet address of the interface where the address translation table can be modified If not present the first applicable interface is used eth_addr Specifies a physical address 1005r Server Maintenance and Diagnostics 53 Using Windows online diagnostic tools Standard 1 10 Parameter Description N if_addr Displays the arp entries for the network interface specified by if_addr d Deletes the host specified by inet_addr S Adds
109. ter Description a Displays all connections and listening ports e Displays Ethernet statistics This can be combined with the s option n Displays addresses and port numbers in numeric form S Displays statistics for each protocol p proto Shows connections for the protocol specified by proto Proto can be tcp or udp If used with the s option proto can be tcp udp or ip T Displays the contents of the routing table interval Redisplays selected statistics pausing between each display Press Ctrl C to stop redisplaying 1005r Server Maintenance and Diagnostics 57 Using Windows online diagnostic tools Standard 1 10 Using the chkdsk utility The chkdsk utility checks a specified disk on the server and displays a status report You can run the utility on drives C D E or F It is an online utility but it reduces system performance while it runs The chkdsk utility checks for errors at the Windows file system level CallPilot can be affected by errors at both the Windows and CallPilot file system levels The chkdsk utility does not detect CallPilot file system level errors Note A version of this utility called autocheck automatically runs during Windows startup Output from this utility appears on the blue startup screen Chkdsk utility syntax The chkdsk utility uses the following syntax chkdsk drive path filename F V R Chksdsk utility parameters Table 10 Chk
110. th the three screws c Reconnect the power and ribbon cables Slide the DVD combo drive assembly into the chassis With the black drive carrier handle in the fully open position slide the drive assembly back into the chassis Attach the drive power and data cables at the rear of the drive When the cables are firmly installed the cable retention clips lock into place Replace the chassis cover Take the ESD strap off Replace the front bezel Reconnect the power cables and peripheral devices Restart the server 1005r Server Maintenance and Diagnostics 131 Replacing basic chassis components Standard 1 10 Replacing memory DIMMs Four Dual Inline Memory Modules DIMMs are installed on your server You must replace all four memory DIMMs with those in the Nortel replacement pack Nortel does not support more than four DIMM modules in the 1005r server CAUTION Risk of equipment damage Take precautions to protect internal components Electrostatic discharge ESD can damage cards and make them unusable To replace the DIMM cards 1 Power down the server unplug all peripheral devices and Ethernet cables and disconnect the AC power 2 Attach the ESD strap to your wrist and attach the other end to a known grounded connection 3 Remove the chassis cover Refer to Removing and replacing the server cover on page 108 for instructions 4 Remove the processor air duct Refer to To remove the processor air
111. the host and associates the Internet address inet_addr with the physical address eth_addr The physical address is given as six hexadecimal bytes separated by hyphens The entry is permanent To run the arp command from Windows 1 Click Start gt Programs gt Accessories gt Command Prompt Result The Command Prompt dialog box appears 2 Type arp with the required parameters for example arp g 200 286 0 32 3 Press Enter Result The system runs the arp command 4 Type Exit to exit the Command Prompt dialog box and return to Windows The nbtstat command The nbtstat command displays protocol statistics and current TCP IP connections using NBT Nbtstat command syntax The nbtstat command uses the following syntax nbtstat a remotename A IP address c n R r S s interval 54 CallPilot June 2007 Using Windows online diagnostic tools nbstat command parameters Table 8 nbstat command parameters Parameter Description a remotename Lists the remote computer name table using its name A IP address Lists the remote computer name table using its IP address Lists the contents of the NetBIOS name cache giving the IP address of each name Lists local NetBIOS names Registered indicates that the name is registered by broadcast Bnode or WINS other node types Reloads the LMHOSTS file after purging all names from the NetBIOS name cache Lists name
112. timedia hardware Result The Maintenance screen refreshes to show details about the component Scroll down to the Maintenance section Click Courtesy Stop or Start as required Button Description Start If the selected component is out of service click this button to put it into service Courtesy Click this button to take the selected component out Stop of service CallPilot waits for calls to be completed before disabling the component ATTENTION If you are courtesy stopping all components that is you are taking the entire system down ensure that you inform all administrators desktop messaging users and Web messaging users so that they can log off their sessions before you proceed The system asks you to confirm the courtesy stop If you click OK the component is put out of service after all calls are finished Stop Click this button to take the selected component out of service immediately All calls that are in progress are disconnected immediately ATTENTION If you are stopping all components that is you are taking the entire system down ensure that you inform all administrators desktop messaging users and Web messaging users so that they can log off their sessions before you proceed 1005r Server Maintenance and Diagnostics 81 Monitoring multimedia hardware Standard 1 10 Running integrated diagnostics Run diagnostic tests from the Diagnostics section on the Maintenance screen in the following circumstan
113. tions Center If you do not find the information you require on the Nortel Technical Support Web site and you have a Nortel support contract you can also get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site to obtain the phone number for your region 1005r Server Maintenance and Diagnostics 15 How to get Help Standard 1 10 www nortel com callus 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 service To locate the ERC for your product or service go to www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller contact the technical support staff for that distributor or reseller 16 CallPilot Chapter 2 Outlining maintenance and diagnostics activities In this chapter 1005r server features 18 Maintenance and diagnostics overview 22 1005r Server Maintenance and Diagnostics 17 Outlining maintenance and diagnostics activities Standard 1 10 1005r server features Note To comply with the EU European Union RoHS directive some of the part numbers now contain an E5 or E6 suffix For example part
114. ure call your Nortel technical support representative To determine why CallPilot fails to come into service If CallPilot fails to come into service follow these steps 1 2 3 4 Make a note of any diagnostic codes Press the power switch to restart the server View the diagnostic codes for failures during the boot sequence View the event logs For instructions see Viewing event logs on page 43 36 CallPilot June 2007 Troubleshooting your CallPilot system 5 Refer to the Troubleshooting Guide 555 7101 501 for other suggestions If you still cannot determine the cause of the startup failure call your Nortel technical support representative 1005r Server Maintenance and Diagnostics 37 Troubleshooting your CallPilot system Standard 1 10 Interpreting hard drive LEDs Refer to L and M in Figure 3 on page 27 for the location of the hard drive LEDs for drive 0 and drive 1 LED color Hard drive status Green blinking green Normal Amber Critical but recoverable condition Often during a controlled condition such as a RAID split Red Failure This LED color is a major event and the server must be attended to immediately 38 CallPilot June 2007 Troubleshooting your CallPilot system Performing a hardware shutdown If you cannot shut the server down using Windows press the power switch on the front panel and hold it in for more than 1 second The server saves all system data an
115. vent Browser or the Maintenance screen to further investigate the problem To investigate using the Alarm Monitor 1 2 Run CallPilot Manager and log on In CallPilot Manager click System gt Alarm Monitor 66 CallPilot June 2007 Monitoring multimedia hardware Result The Alarm Monitor screen appears Figure 7 Alarm monitor screen 7 CallPilot Manager Alarm Monitor Microsoft Internet Explorer provided by Nortel Networks Eile Edit View Favorites Tools Help ee Oe Se easy es 2 Back Fonverd Stop Refresh Home 2 Search Favorites Ga 3 B 3 TET History Mail Print Edit Discuss RealGuide Address ja http sunbird cpmar sysadmin FaultAdmin AM AMFrame asp NORTEL NETWORKS LDAP server sunbird Mailbox Number 000000 CalfPilot Manager Help Home User v Maintenance v System v Messaging v Tools v Help v Location System Alarm Monitor Alarm Monitor Clear Selected Alarms Refresh List SNMP Settings Print Help Instance Al T Time stampt Event Code Severity Object ID Ti E od a aaa 17 Thu Jan 24 13 58 50 EST 2002 38728 Critical MW 2 7 Thu Jan 24 14 00 12 EST 200241090 Major OM Broadcast Operational 3 7 Thu Jan 24 14 00 38 EST 200241081 Minor Measurements DLL Access 4 7 Thu Jan 24 14 02 06 EST 2002 60906 Major Protocol Emulator 5 Thu Jan 24
116. w 26 Basic hardware check 27 Power On Self Test diagnostics 30 Interpreting BIOS error messages 32 What to do when the server fails to boot into service 36 Interpreting hard drive LEDs 38 Performing a hardware shutdown 39 1005r Server Maintenance and Diagnostics 25 Troubleshooting your CallPilot system Standard 1 10 Startup diagnostics overview This section contains procedures for interpreting the startup diagnostics on the 1005r server Types of startup diagnostics The following types of startup diagnostics are available on the server m basic hardware check front panel LEDs Power On Self Test POST diagnostics a SCSI hard drive controller diagnostics or RAID controller diagnostics These diagnostics are available at initial system startup or after any 1005r server reset 26 CallPilot June 2007 Troubleshooting your CallPilot system Basic hardware check This section describes some basic checks that you can do when you start up the server To run the startup test 1 Ensure system is powered down and AC cords are disconnected Wait five seconds before turning on the power again 2 Apply AC power to the server by plugging in the first AC cord and then the second AC cord Observe the front panel display Figure 3 1005r front panel TEPIP CETFT CRT MJR ik PWR ae w o D o ID NIC ON Result All the LEDs on the front panel illuminate for a fraction
117. ward until it clicks into place 1005r Server Maintenance and Diagnostics 109 Replacing basic chassis components Standard 1 10 Removing and replacing the processor air duct You must remove the air duct to access the processor assembly four fan assembly and the memory modules Because the processor air duct channels the airflow within the chassis be sure to reinstall the air duct before installing the chassis cover Requirements You need a Phillips cross head screwdriver 1 and 2 bit To remove the processor air duct 1 Power down the server unplug all peripheral devices and Ethernet cables and disconnect the AC power 2 Attach the ESD strap to your wrist and attach the other end toa known grounded connection 3 Remove the chassis cover Refer to Removing and replacing the server cover on page 108 4 Remove the screws at the top of the air duct 110 CallPilot June 2007 Replacing basic chassis components Figure 18 Processor air duct 5 Lift the air duct from the server platform and store it in a safe location To replace the processor air duct 1 Place the processor air duct over the processor socket and four fan assembly Make sure you do not pinch any wires beneath the edges of the air duct Refer to Processor air duct on page 111 2 Tighten the screws at the top of the air duct The top of the installed air duct must be flush with the top surface of the PCI adapter assembly
118. y i sd0dck cnet s eke cdodeae er EEA ERRA 95 Session TAGS 444 debe kiee xed pehse asp eguAcn ewes does eheerea 96 CaliPilot System Momo lt vis6a odes aveivneseeans es ANTAA 99 8 Replacing basic chassis components 105 Removing and replacing the front bezel 0 00 106 Removing and replacing the server cover 000000 108 Removing and replacing the processor air duct 110 Replace the power supply 2 lt 600sseesvceveecevades Vere eisi 112 Keglicing a hard ve soro 4i2noeeeiouiciwieaieguiiakue eye ia 114 Replacing the four fan assembly 5 2 00 sss0es0s ede vers ee inesi 118 Replacing the dual NIC Cate occa c case keet ec eesebowesatene k ER 120 Replacing the DVD combo drive soci 2 es cce nies eevee neg tea vos 129 Reglhicine memory DIMMS oii rectes i cio as igeurieesdheuneis 132 Replacing the software feature Key o 400 05 occ eed ter eeeeeees 135 9 RAID operations 137 timing RAID TUNGO scsi creeds ge ee ees 4s eee heeds Lee ERS 138 Ventying the RAND AMW ece cond 60s oh 404 Oe EE GOES 139 Configuring RAID using LSI320 1 controller and Ctrl M 142 Verifying consistency on he CHIVES ssssisrreicereterioiristinsis 145 RA PDN arresero raaa re aE eked 147 Replacne he RAMD card j6 66nd book eee es eh eho ehaiedaus 151 10 Replacing or adding voice processing boards 161 MI CS 1000 switch connectivity cccscsacsenassansaeaenavenns 162 12 CallPilot June 2007 Contents Lov

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