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Nortel Networks CallPilot NN44200-700 User's Manual

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1. Add Remove Properties Cancel Apply 3 Click Properties Result The modem Properties dialog box appears Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 94 Chapter 5 Routing and remote access troubleshooting on Communications Port COM1 vice is Working properly are having problems wath this des 4 Click the Modem tab Verify settings Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Modem 95 i U S Robotics 33 6K FAX EXT PnP Properties Modem Diagnostics Advanced Driver 5 Click the Diagnostics tab Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 96 Chapter 5 Routing and remote access troubleshooting U S Robotics 33 6K FAX EXT PnP Properties General Modem Diagnostics Advanced Driver Modem Information Hardware ID SERENUM USROO85 Command Response Logging J Record a Log View log 6 Click Query Modem Result After a delay of several seconds the system displays the response from the modem The following illustration indicates that the modem is working Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel N
2. Symptom 2 All users cannot be migrated due to an invalid user preferred language ID Diagnostic steps Resolution Verify the CallPilot version and the Meridian A If you found error messages similar to Mail migration utility tape version the example provided in step 2 you may not be running a supported CallPilot file The migration transaction log file joe kn E vis Se MigTransaction log is located in the igration Guide RUE D nortel MPCX Migration folder on the ppanad VEINE ance ales gaion CallPilot server instructions 1 Open the migration transaction log 2 Check for error messages similar to the B If you did not find error messages similar following to the example provided in step 2 contact your Nortel technical support ERROR USRAPI 55122 Invalid representative for assistance input USER PREFFERRED LANG ID 3 Does the problem still exist C Contact your Nortel technical support representative for assistance Symptom 3 The system failed to create a map directory Diagnostic steps Resolution Verify the log file A Ifyou found the error message provided in step 2 you probably changed the file The migration transaction log file purent direcao atthe command ine MigTransaction log is located in the necessary change the directdry to D nortel MPCX Migration folder on the Danone MiPCX Migration and stanine CallPilot server migrate exe program again 1 Open the migration transaction log 2 Check for the f
3. T Show icon in notification area when connected OK Cancel 21 Click Configure Result The Ethernet adapter Properties dialog box appears Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Check TCP IP configuration 75 Intel 8255x based PCI Ethernet Adapter 10 100 Properties d Driver Resources based PCI Ethemet Adapter 10 100 22 Click the Advanced tab Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 76 Chapter 4 Network troubleshooting Intel 8255x based PCI Ethernet Adapter 10 100 ELOR 2 xi General Advanced Driver Resources The following properties are available for this network adapter Click the property you want to change on the left and then select its value on the right Property 802 1p QoS Packet Tagana Adaptive Link Response Coalesce Buffers Flow Control Settings Large Send Link Speed amp Duplex Locally Administered Address Receive Buffers Smart Power Down Transmit Control Blocks The default property values in the Advanced tab differ according to the link and CallPilot platform used The following tables provide the default values for different cases Note Other values can work and can be acceptable under certain circumstances 201i Intel 8255xER PCI adapter CLAN and E
4. e 10010 The server A62B60F6 4 508 4E63 9C25 63102FF3E1 15 did not register with DCOM within Click the name of the local computer in the Look in list The users and groups established on the local computer appear in the the required time out i i E H Click Authenticated Users in the These events indicate that the NT upper pane and then click Add AUTHORITY Authenticated Users or NT AUTHORITY INTERACTIVE entry has been removed from the The Authenticated Users group Users group moves to the lower pane Note Refer to the Microsoft bulletin I Click INTERACTIVE and then click Q327153 for more information Add The INTERACTIVE entry moves to the lower pane J Click OK Click Apply in the User Properties dialog box L Click OK The Properties dialog box for the Users groups closes Restart the Internet Information Service M In the left pane of the Computer Management console click the plus sign to the left of Services and Applications to expand the folder tree N Click Services Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 142 Chapter 6 Application troubleshooting Diagnostic steps Go to the CallPilot Manager login page Does the problem still exists Resolution The available services appear in the right pane O In the right pane right click IIS Admin Services and then click Restart on the shortcut me
5. The system boots but a blue screen appears The system boots but does not detect the RAID card The system with only one MPB96 card boots but stops with a PCI error The system boots but does not report that one power supply is disconnected or that the cable is unplugged The front panel LEDs do not display in multiple colors During an upgrade the upgrade wizard states that the processor configuration is incorrect The system starts to boot but two red lines appear at the bottom of the screen and the message cannot be read Ensure the PCI raiser assembly is plugged in correctly aligned and firmly pressed into the slot You must complete the reseating with the server out of the rack and on a solid surface Ensure the power cable is plugged in Ensure the PCI raiser assembly is plugged in correctly aligned and firmly pressed into the slot You must complete the reseating with the server out of the rack and on a solid surface Ensure the PCI raiser assembly is plugged in correctly aligned and firmly pressed into the slot You must complete the reseating with the server out of the rack and on a solid surface The MPB96 card is not plugged in to the top full sized slot slot FS1 FS full sized The system does not have the correct Nortel customized FRU SDR firmware or the firmware was loaded while these components were disconnected Ensure all of the power supplies are plugged in and connected to the AC an
6. 2007 Nortel Networks 82 Chapter 4 Network troubleshooting Intel 8255x based PCI Ethernet Adapter 10 100 ROPE Hesa Ed General Advanced Driver Resources Ha Intel 8255x based PCI Ethemet Adapter 10 100 Resource settings Resource type WH Memory Range FE58D000 FESBDFFF 91 0 Range 8E 80 SEBF WH Memory Range F6200000 FE2FFFFF ss heed am Setting based on z R Use automatic settings Change Setting Conflicting device list 25 Perform steps 2 through 22 for the ELAN adapter End Test the TCP IP Step Action 1 Open a Command Prompt window 2 Type ipconfig all to display the network settings Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Check event logs 83 Command Prompt C Documents and Settings Administrator gt ipconfig all Windows IP Configuration Host Name cplab237a Primary Dns Suffix Node Type Broadcast IP Routing Enabled z WINS Proxy Enabled DNS Suffix Search List ca nortel com internal nortel con Ethernet adapter ELAN Connection specific DNS Suffix Description Intel 8255x based PCI Ethernet Adapter 1 07100 2 Physical Addr 88 18 6F 98 74 71 DHCP Enabled No IP Addr gt 47 11 35 117 Subnet Mask 255 255 255 240 Default Gateway z Ethernet adapter CLAN Connection specific DNS Suffix ca nortel con Description z Intel 8255x
7. Nortel CallPilot Troubleshooting Reference Guide NN44200 700 Document status Standard Document version 01 05 Document date 26 June 2007 Copyright 2007 Nortel Networks All Rights Reserved Sourced in Canada 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 the 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 the Nortel 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 1 SL 100 Succession S
8. Refer to the 201i Server Maintenance and Diagnostics document NN44200 705 for information on interpreting the HEX display The onboard DSP field programmable gate array FPGA is not loading properly Sometimes the system boots to the operating system but CallPilot does not function Declare the system an OBF and return it to the channel partner The DSPs failed to load Sometimes the system boots to the operating system but CallPilot does not function Declare the system an OBF and return it to the distributor ATTENTION Do not force the 201i server into the shelf Ensure that you set the proper physical spacing on the back of the server The Option 11 and Meridian 1 cabinets have two different card spacing options Use a Phillips screwdriver to adjust the bracket on the back of the 201i server the backplane card edge connector Refer to the 201i Server Hardware Installation guide NN44200 301 Verify that the monitor is properly connected to the power supply and to the CallPilot server Ensure that the monitor is not defective If the system still does not display information on screen then declare the system an OBF and return it to the distributor Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 201i server 15 SCSI peripheral troubleshooting Trouble The system does not start from the CD ROM The system displays error messages while the operating sy
9. The system does not take calls All DSP diagnostics fail at system startup Copyright 2007 Nortel Networks Action This is a RAID card beep indicating that one of the drives does not function properly Do not shut down the system e Open the MegaRAID Client CallPilot 2 x or Power Console Plus CallPilot 3 x utility and check which drive is marked as Dead e Rebuild the drive marked as Dead If the rebuild is unsuccessful ensure that the other drive is working then shut down the system and replace the drive marked as Dead Check the release of the MPB96 board The blue screen appears if the MPB96 board release is 5 or earlier and the version of the system BIOS is other that P07 build 64 If the MPB96 board release is 6 or later the system BIOS release is irrelevant Update the MPB96 board to release 6 or later to solve this trouble Shut down the server and open the lid Turn on the server and check if the PCI LED on the MPB96 board is still on after startup If the LED is still on then shut down the server reseat the board and then turn on the server again e Ifthe LED is still on the board is defective and must be replaced e Ifthe LED goes on and then off but the DSP and CTbus FPGA LEDs are still on after the system booted completely to the operating system then check the HAL and ensure that all its components are working properly If the HAL components function properly then at least one of the ct
10. 5 Click the Local Resources tab Result The Local Resources window appears Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Starting the Remote Desktop Client 121 6 Make the disk drives and printers from the client PC available on the target CallPilot server by entering these settings a Select Remote Computer Sound Leave at remote computer b Select Keyboard On the remote computer c Select the local devices to be automatically connected Note 1 Disk drives must be checked to allow the transfer of files SU PEP logs traces and so on to and from the CallPilot server Note 2 While file transfer is not possible in a shared session Nortel recommends that these settings still be selected 7 Click the Display tab Result The Display window appears 8 Specify the screen size and colors for the remote desktop connection by entering these recommended settings a Select Remote Desktop Size 800X600 b Select Color Depth High Color 16 bit 9 Click the Experience tab Result The Experience window appears 10 Specify the connection speed broadband or modem that the connection will be optimized for by entering these recommended settings a Select Performance Modem 28 8 Kbps b Select Bitmap caching Enabled 11 Click Connect to create the remote desktop connection Result The Security Warning window ap
11. A parity error occurred on an offboard card This error is followed by the card address A parity error occurred in onboard memory This error is followed by the card address A parity error occurred in onboard memory at an unknown address NVRAM CMOS and passwords have been cleared Power the system down and remove the jumper The CMOS is ignored and NVRAM is cleared You must enter Setup Action Two possible causes are e One or more fans are faulty and you need to replace the fan module For instructions see the 600r Server Maintenance and Diagnostics Guide NN44200 703 e Reflash the system board F W with Nortel approved BMC and FRU SDR and try again If neither of the above actions resolves the problem replace the server Refer to the error and beep codes or contact Nortel at htip Awww nortel com support Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks The system boots but a red CRT LED and an amber PWR LED appears The system boots but PCI errors appear or fill the screen The system boots but a blue screen appears During an upgrade the upgrade wizard states that the processor configuration is incorrect The system starts to boot but two red lines appear at the bottom of the screen and the message cannot be read During startup a message indicates that the System Event Log is full and the log must be clear
12. E lt Loc Disk C Socal Disk 1 ocal Disk 33568 25 368 E lt gt Lord Disk 0 Local Dsk F Local Disk 33 568 25 366 E Se Loced Disk E E Se Local Disk F E Shared on thovatha t T E LY My Disc 2 1 E Control Panel SE C on RBRASSARD 1 Devices with Removable Storage 13 Floppy A 3 Inch Floppy Disk D My Disc 2 CD Drive 83 MB O bytes Network Drives Z D on RBRASSARD 1 E E on RBRASSARD 1 sharedon thevat Osconnected Network Orive E Z 2 onRBRASSARD I amp SQ my network Pisces Other ff Recycle Bin z 2 3 Fe 0 on RBRASSARD 1 System Folder Disk from Remole Deskiop Connection SZ on RORASSARD 1 Systen Folder Disk from Remote Desktop Connection SRE on RERASSARD 1 System Folder Disk from Remote Desktop Conmecion SC on RBRASSARD 1 System Folder Disk from Remote Desktop Connection ss of 11 objects f F My Cemoutar Terminal Server Maximum Connections Exceeded error CallPilot supports a maximum of two remote sessions and one console session concurrently If these limits are exceeded you might receive the error The terminal server has exceeded the maximum number of allowed connections Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks View or disconnect concurrent or previous stale sessions 127 If this occurs it is still possible to make a connection without the need for local intervention
13. hangs at login e Check the MPC8 socket pins on the carrier board and ensure that they are not bent e Ensure that the MPC8 cards are plugged in properly Do not force the MPC8 cards backwards in the slots Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 1002rp server 39 Windows and CallPilot hardware troubleshooting Trouble Action The system beeps but This is a RAID card beep indicating that one of the drives does not otherwise seems to be function properly Do not shut down the system running properly and taking calls e Open the MegaRAID utility and check which drive is marked as Dead e Rebuild the drive marked as Dead Ifthe drive rebuild is not successful ensure that the other drive is functioning correctly e Power down the system and replace the drive marked as Dead Voice services from the Ensure that the MGate card PEC is NTRB18CA or later Meridian 1 switchi are not Ensure that the version of the MPB16 4 board is 05 or later available after an upgrade The system stops taking The DS30 part of the system is affected Replace the MGate card calls after a powerful to which the MPB16 4 board is connected lightning storm The system plays voice Ensure that your system has the latest version of the Ctbus mcs file prompts but does not This file is located in the D nortel nardware board m96 folder record mess
14. Explorer and log in to A In Internet Explorer click CallPilot Manager The Welcome to View Encoding Auto Select A CallPilot Manager page is blank check mark appears to the left of the Auto Select option When this option is selected Internet Explorer can usually determine the appropriate language encoding 2 Check the Encoding setting in Internet B To ensure that CallPilot Manager Explorer click View Encoding The pages are displayed correctly Chinese Simplified HZ option is you must also select manually selected a different encoding option than Chinese Simplified HZ click View Encoding More and then Note The Chinese Simplified select a language encoding option GB2312 and Chinese Traditional from the list options do not cause this problem Note The system can prompt you to install a new language pack You must have the operating system installation CD ROM or know the location of the required files on a network server if applicable Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 140 Chapter 6 Application troubleshooting Diagnostic steps Resolution C Click Refresh on the Internet Explorer toolbar or log in to CallPilot Manager again Symptom 8 Users cannot access the CallPilot Manager login page from a standalone Web server running Windows 2003 and Internet Information Services 5 0 Diagnostic steps Resolution
15. Guide NN44200 705 703t Server Maintenance and Diagnostics Guide NN44200 702 1002rp Server Maintenance and Diagnostics Guide NN44200 701 1005r Server Maintenance and Diagnostics Guide NN44200 704 600r Server Maintenance and Diagnostics Guide NN44200 703 Contact Center Manager Communication Server 1000 Meridian 1 amp Voice Processing Guide 297 2183 931 End User Information End User Cards End User Guides Unified Messaging Quick Reference Card Multimedia Messaging User Guide available in summer 2007 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 Desktop Messaging User Guide for My CallPilot Voice Forms Transcriber User Guide Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Chapter 3 Hardware troubleshooting In this chapter 201i server page 13 703t server page 17 1002rp server page 28 1005r server page 41 600r page 50 201i server System troubleshooting Trouble Action The system emits beep The state of the PC chip set is associated with beep codes S
16. In this chapter General page 11 Symptom 1 Error reading tape during data transfer or message migration page 144 Symptom 2 All users cannot be migrated due to an invalid user preferred language ID page 145 Symptom 3 The system failed to create a map directory page 145 Symptom 4 The automatic log file backup failed page 146 Symptom 5 On a recently migrated system a user cannot log in to the mailbox or CallPilot does not page 147 This chapter provides troubleshooting information for issues that can affect the Meridian Mail to CallPilot migration process For additional troubleshooting information refer to the Meridian Mail to CallPilot Migration Utility Guide NN44200 502 This migration guide describes common causes of migration errors and provides methods to solve these errors The Meridian Mail to CallPilot Migration Utility Guide also provides general information on the following topics e correcting pre check inconsistencies e troubleshooting tools e Meridian Mail data collection error messages e CallPilot migration error messages Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 144 Chapter 7 Meridian Mail to CallPilot migration troubleshooting Use both the Meridian Mail to CallPilot Migration Utility Guide and this chapter to troubleshoot migration issues Symptom 1 Error reading tape during data trans
17. Information Fan fault Two LEDs at the front of the server indicating the status of the fans Disk activity Six LEDs at the front of the server indicating the status of the disk drives Pwr spply Indicates the status of the power supply Fan Indicates that the fan functions normally Power on Indicates that the server is on Over temp The temperature inside the server is above the safety threshold This LED indicates that both fans are faulty Fault Comes on when the Pwr spply Over temp or Fan fault LED come on MPB96 DS30 link LEDs three green LEDs located on the card bracket and visible from the back of the server Copyright 2007 Nortel Networks When these LEDs are on all three DS30 connections are working properly and the cables are connected correctly If one or more LEDs is off one of the following conditions is present e One or more connections to the switch is interrupted Check each of the three branches of the DS30 cable for faults or replace the cable An MGate card in the switch is defective Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 1002rp server 29 Description Information Network interface card Each NIC has two LEDs NIC LEDs e The upper LED shows that the network cable is connected The lower LED blinks to indicate data transfer Internal LEDs Description Information MPB16 4 board LED The five LEDs at the top of the MPB16 4 boar
18. Open the CallPilot Manager login page Add Authenticated Users and INTERACTIVE to the Users group for the Web server 1 On the Web server open Internet A On the Web server click Explorer Start Programs Administrative Tools The Administrative Tools window opens 2 Type htip lweb server nameicpmgr B Double click Computer in the browser Address box or Management The Computer click the bookmark to the CallPilot Management console opens Manager login page The following message appears HTTP 500 Internal server error Check the Event Viewer logs C In the left pane click the plus sign to the left of Local Users and Groups to expand the folder tree 3 On the Web server click Start D Click the Groups folder The contents Programs Administrative Tools of the Groups folder appear in the right pane The Administrative Tools window opens 4 Double click Event Viewer The Event E In the right pane right click Users Viewer window opens and then click Properties on the shortcut menu The Properties dialog box opens Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 141 o Diagnostic steps Resolution 5 Check the System Log for the F Click Add following events The Select Users or Groups dialog __36 The server failed SX OPENS to load application LM w8svc 1 root cpmgr The error was Server execution failed
19. PRO 1000 MT and Intel PRO 1000 CT port Ethernet adaptor default advanced property values Adaptive Inter Frame Spacing Disabled Enable PME No action Flow Control Gigabit Master Slave Mode Interrupt Moderation Rate Generate and respond Hardware default Hardware default Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 80 Chapter 4 Network troubleshooting Jumbo Frames Link Speed and Duplex Locally Administered Address Disabled Auto detect Not present Log Link State Event Enabled Offload Receive IP Checksum On Offload Receive TCP Checksum On Offload TCP Segmentation On Offload Transmit IP Checksum On Offload Transmit TCP Checksum On Qos Packet Tagging Disabled Receive Descriptors 256 Smart Power Down Hardware default Transmit Descriptors 256 Wake on Link Settings Disabled 23 Wake on Settings private network OS controlled Click the Driver tab Check that the settings are correct for your Copyright 2007 Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Check TCP IP configuration 81 about the driver files 24 Click the Resources tab Check that the settings are correct for your private network Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright
20. Save my password Connection settings F EE Save current settings or open saved connection Save As Open Ca te 3 Type the IP address or computer name a space and the suffix console 4 Type the User name and Password 5 Click the Local Resources tab Result The Local Resources window appears 6 Make the disk drives and printers from the client PC available on the target CallPilot server by entering these settings a Select Remote Computer Sound Leave at remote computer b Select Keyboard On the remote computer c Select the local devices to be automatically connected Note Disk Drives must be checked to allow the transfer of files SU PEP logs traces and so on to and from the CallPilot server 7 Click the Display tab Result The Display window appears 8 Specify the screen size and colors for the remote desktop connection by entering these recommended settings a Select Remote Desktop Size 800X600 b Select Color Depth High Color 16 bit 9 Click the Experience tab Result The Experience window appears Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Starting the Remote Desktop Client 119 10 Specify the connection speed broadband or modem that the connection will be optimized for by entering these recommended settings a Select Performance Modem 28 8 Kbps b Select Bit
21. Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 116 Chapter 5 Routing and remote access troubleshooting Step Action 1 Connect to the CallPilot server using Dial Up Networking Use the NGenDist or NGenSys accounts because these accounts are enabled for dial up access You will need the password for the account Note The details of using Dial up Networking vary depending on which version of Windows Operating System is running on the Client PC Refer to the CallPilot NTPs Windows Help or other Microsoft documentation for details 2 Right click the connection icon in the system tray and choose Status or just double click the icon Result The RAS Status window appears als General Details m Connection Status Connected Duration 00 04 01 Speed 9 6 Kbps Activity Sent P Received Bytes 3 260 1 203 Compression 63 21 Errors 0 li 1 Disconnect 3 To obtain the IP address select the Details tab and read the Server IP Address 4 Click Close on the Dial Up Networking Status window End Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Starting the Remote Desktop Client 117 Starting the Remote Desktop Client Private Session preferred method Use this method to perform the following tasks e Establish a private login session remotely not visible from the server cons
22. The HAL does not detect the MPB96 board All the DSPs report failures in the diagnostic window The system does not detect the MPB96 board after CallPilot is migrated from an earlier platform Copyright 2007 Nortel Networks 1005r server 49 Ensure the MPB96 board is release 5 or later Shut down the server and open the lid Turn on the server and check if the PCI LED on the MPB96 board is still on after startup If the LED is still on then shut down the server reseat the board and then turn on the server again Ifthe LED is still on the board is defective and must be replaced e Ifthe LED goes on and then off but the DSP and CTbus FPGA LEDs are still on after the system boots completely to the operating system then check the HAL and ensure that all its components are working properly If the HAL components function properly then at least one of the ctbus mcs or dsp mcs files is corrupted Replace these files and reboot the system If the PCI LED still stays on then the MPB96 board is defective and must be replaced The RAID card was not detected due to improper seating during PCI assembly Remove the system from the rack and place it on a table Re seat the PCI assembly by securely pushing it into place Ensure the slots and studs at the back are properly aligned Enable the NIC controllers in the BIOS There is an older version of the RAID controller firmware Upgrade the RAID firmware to a currently support
23. and click the Security Modes for SMTP Sessions link e Select the authentication options required for your users e Click Save 2 Ensure that users provide SMTP If users connect from an e mail client supported authentication from their e mail by Nortel Such as Microsoft Outlook Lotus clients Notes GroupWise or My CallPilot then the client side SMTP authentication option is automatically used if the correct authentication options are selected in Security Modes for SMTP Sessions on the server side Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 139 Diagnostic steps Resolution Solution 2 1 Leave only the Unauthenticated e Log in to CallPilot Manager option selected in Security Modes for SMTP Sessions and select the correct option in Unauthenticated Access Restrictions This solution is e Scroll down to the SMTP VPIM section less secure becauseCallPilot allows and click the Unauthenticated Access unauthenticated desktop users to Restrictions link send messages to external telephone and fax numbers Click Messaging Message Delivery Configuration Select the Delivery to Telephone or Fax check box Click Save Symptom 7 Users cannot browse CallPilot Manager if the Encoding is set to Chinese Simplified HZ in Microsoft Internet Explorer the Welcome to CallPilot page is blank Diagnostic steps Resolution 1 Open Internet
24. base memory the first block of 64 kbytes of the system Base 64KB Memory Failure A memory failure occurred in the first 64 KB of memory Timer Not Operational A memory failure occurred in the first 64 KB of memory or Processor Error Timer 1 on the processor board failed to function properly The CPU on the processor board generated an error 8042 Gate A20 Failure The keyboard controller 8042 contains the Gate A20 switch which allows the CPU to operate in protected mode This error message means that the BIOS is not able to switch the CPU in the protected mode Copyright 2007 Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 1002rp server 31 Beep Message Description count 7 Processor Exception The CPU on the processor board generated an exception Interrupt Error interrupt 8 Display Memory The system video adapter is missing or its memory is Read Write Error faulty Note This error is not fatal 9 ROM Checksum Error The ROM checksum value does not match the value encoded in the BIOS System troubleshooting Trouble symptom The system appears dead The server does not boot e The server emits no beeps The fans do not turn Action Check if the power cord is properly plugged in the power outlet If the system is a direct current dc version the power cables can be reversed ensure that the polarity of the cables
25. button Also ensure the button is not installed backward For installation instructions see the 600r Server Hardware Installation Guide NN44200 307 Windows and CallPilot hardware troubleshooting Trouble The system beeps but seems to be running properly and taking calls The system displays a blue screen with the following message Hardware Malfunction please contact your H W vendor The system does not take calls All DSP diagnostics fail at system startup Action This is a RAID card beep indicating that one of the drives does not function properly Do not shut down the system Open the Power Console Plus CallPilot 3 x utility and check which drive is marked as Dead Rebuild the drive marked as Dead If the rebuild is unsuccessful ensure that the other drive is working and then shut down the system and replace the drive marked as Dead Ensure the MPB96 board is release 5 or later Shut down the server and open the lid Turn on the server and check if the PCI LED on the MPB96 board is still on after startup If the LED is still on then shut down the server reseat the board and then turn on the server again e Ifthe LED is still on the board is defective and must be replaced e Ifthe LED goes on and then off but the DSP and CTbus FPGA LEDs are still on after the system boots completely to the operating system then check the HAL and ensure that all its components are working properly If the HAL
26. components function properly then at least one of the ctous mcs or dsp mcs files is corrupted Replace Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 58 Chapter 3 Hardware troubleshooting The system starts up but attempts to boot to the operating system from the network The system ELAN or CLAN is not working even though they are detected and displayed in the operating system control panel The system displays an error message after CallPilot languages are installed The HAL does not detect the MPB96 board All the DSPs report failures in the diagnostic window The system does not detect the MPB96 board after CallPilot is migrated from an earlier platform The system detects the MPB96 board only partially and Configuration Wizard does not run The system detects the MPB96 board but does not correctly load the DSP information at startup these files and reboot the system If the PCI LED still stays on then the MPB96 board is defective and must be replaced The RAID card was not detected due to improper seating during PCI assembly Remove the system from the rack and place it on a table Re seat the PCI assembly by securely pushing it into place Ensure the slots and studs at the back are properly aligned Enable the NIC controllers in the BIOS There is an older version of the RAID controller firmware Upgrade the RAID fir
27. de a Encryption and Di ucensng T Temporary fold DD Session Directos a Sessions C2 Windews Inst alier E Windows Messenge C3 Winders Media Digi J Windows Media Plus En wandows Update E System LE Network a prrcers 3 amp User Configaraton Software Settings H E Windows Settnas QG Adeiinistr ative Tergiales Sets rules for remote control of Terminal Services user sessions Display Propertioe Requrements Fk fact Microccft Windows XP Teimnal Se vices Description Speefies the eve of remote cortral permttec in a Temnma Services seecion Remote control can be established wth cr without the Session user s permission You can use this setting to select one of two eves of remote control Yew Session pernts the remote control uger to watch a session FA Control perms the remote control user to interact with the session I the Salus b set Lo Enabled dnini ratare can remote interact with a user s Terminal Services session according to the specified rules To set these rules select the cesired level of control and permission In the Opticns list To disable remote control eelect Ho remote contro dlowsd enserre Gata redirection CiEretyption and Soasity Cliicensng Qrerocrery folders Cession Diectery sessions Gu Keep Alive Connections i aurornabe reconnection amp Restrkt Terniral Services users to a single remote session OM Erforce Removal of Remate Decktop Wallpaper W Deny be ctt of an acrnnsstr
28. enable the speech recognition feature Note The keycode must enable speech recognition languages and seats so that the speech recognition channels answer correctly Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 136 Chapter 6 Application troubleshooting L Diagnostic steps Resolution Verify the prompt installation C Reinstall the language Refer to the Software Administration and Maintenance Guide 5 Check the language installation log file D nortel sysops MPCX langprompts xxxx log 6 Verify that the last line of the log file is Prompt Installation completed successfully 7 Does the problem still exist D Contact your Nortel technical support representative for assistance Symptom 5 Users cannot print or receive faxes Diagnostic steps Resolution Verify that fax resources are assignedtothe A Change the DN media type to Fax fax messaging DN 1 Log in to CallPilot Manager and proceed as follows e Connect to the server e Click System Service Directory number View the Service Directory Number Verify that the Media type is Fax Check if the user s Class of Service has Fax capability Verify that Fax option is on the keycode B Perform a keycode expansion Contact your Nortel order management representative or sales representative for assistance 5 If the Fax option is not available on the Media type list
29. follows IVR YES and ALOG YES e The ACD queue for IVR channels is configured as follows IVR YES and ALOG YES Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 138 Chapter 6 Application troubleshooting Diagnostic steps Resolution Verify that the voice port configuration is consistent across all subsystems e The ACCESS and IVR channels are configured as follows AST 0 1 and CLS MMA FLXA e All CallPilot server ELAN VAS IDs are configured as follows SECU YES 4 Does the problem still exist Contact your Nortel technical support representative for assistance Symptom 7 Users cannot send messages to a telephone or a fax machine from Desktop Messaging or My CallPilot To prevent toll fraud by Desktop Messaging and My CallPilot users Nortel recommends that you define access restrictions for unauthenticated SMTP users If users report that they are unable to send a CallPilot message to a telephone or fax machine from their desktops then they are connecting to CallPilot as unauthenticated SMTP users and the Delivery to Telephone or Fax option is not selected for unauthenticated desktop users Diagnostic steps Resolution Solution 1 recommended 1 Select the required authentication e Log in to CallPilot Manager QPUQNE insecurity Modes ter Mir Click Messaging Message Delivery Sessions Configuration e Scroll down to the SMTP VPIM section
30. gt Rescan The drive should be detected If not ensure the correct driver is installed If this does not resolve the problem ensure the external drive is powered up and not faulty Observe the LED codes on the tape drive for errors pertaining to the tape drive only Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 56 Chapter 3 Hardware troubleshooting The tape drive is plugged in correctly but the system experiences errors The drive cannot be re tensioned or go offline randomly Ensure the SCSI tape drive has the external SCSI terminator installed The tape drive may have been plugged into the RAID external SCSI adaptor instead of the SCSI adaptor Plug the tape into the correct connector at the back of the server For instructions see the 600r Server Hardware Installation Guide NN44200 307 RAID troubleshooting Trouble The system boots but does not detect the RAID card The system boots and detects the RAID card but does not boot into Windows The system boots but one of the drive LEDs on the front panel is amber A drive fails and the replacement does not rebuild The system is not rebuilding a drive or it returns an error after the rebuild is initiated After a failed upgrade both drives are brought offline to return to a previous CallPilot release but the system displays a blue screen Action Ensure
31. page 135 Symptom 4 Users cannot print or receive faxes page 136 Symptom 5 Symposium voice services do not work page 137 Symptom 6 Users cannot send messages to a telephone or a fax machine from Desktop Messaging or My C page 138 Symptom 7 Users cannot browse CallPilot Manager if the Encoding is set to Chinese Simplified HZ i page 139 Symptom 8 Users cannot access the CallPilot Manager login page from a standalone web server running page 140 Symptom 9 CallPilot Manager users cannot connect to the CallPilot server page 142 Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 132 Chapter 6 Application troubleshooting Symptom 1 CallPilot answers calls but voice services are not available Diagnostic steps Perform basic checks 1 Check the DS30X cable connected to the MGate card on the switch Check the MGate card Check if CallPilot is configured with the correct TNs Check the DSOs and DSPs 4 Check if the DSOs and DSPs are in service and accepting calls Refer to the Server Maintenance and Diagnostics guide that applies to your server type Verify the switch configuration 5 In the switch administration console load overlay 32 LD 32 and verify that the status of the defined DSO channels is either Idle or Login Check the server IP address 6 Check if the IP address of the CallPilot server has b
32. server 41 Trouble Action The system ELAN or CLAN are not working even though they are detected and displayed in the operating system control panel The hard drives have intermittent problems and media errors 1005r server Enable the NIC controllers in the BIOS and ensure that the BIOS settings are correct Open a DOS command prompt window and type ipconfig all The ipconfig command displays the MAC addresses If the MAC addresses are missing or are the same the MAC addresses are not programmed Return the SBC card to the factory Provide the serial number to Nortel support to check if your drive is still covered by the warranty The serial number provides the history of the hard drive Open the RAID utility and check the status of each drive by looking at the logical level and physical level Ensure that no media or surface errors are present Open the Checkdisk utility in the operating system and run it to detect other type of hard drive errors Ensure that the firmware version of the RAID controller is valid Refer to either the 703t or 1002rp Server Maintenance and Diagnostics guide for valid RAID configurations The 1005r server is based on an Intel Langley Irwindale server platform with advanced self troubleshooting mechanisms You can troubleshoot errors by observing multiple areas e Visual front or rear panel LEDs e Audio or Sound beeps or increased fan noise pitch e Software remotely
33. the Du a aomang D nortel sysops MPCX langprompts TEEN j folder 9 Check the last line of the log file The last line must be Prompt Installation completed successfully If you cannot verify that the prompts were installed successfully they were probably not Note The log file name has the format xxxx log where xxxx is the Nortel Language ID for example 1033 for US English The Nortel Language ID is specified in the cdstruct Ing file which is located in the root directory of the language CD Verify the new configuration l 10 In the D nortel langXXXX voice map folder verify that the file sysmap mxxxx exists has the date and time of the prompt installation and has a reasonable size more than 5 KB 11 Verify that all the files in the D nortel langXXXX voice template folder have the date and time of the prompt installation 12 Verify that the file imap_Ing txt exists in the D nortel langXXXX desktop folder 13 If the fax feature is installed verify that the six cptemp and bmp files exist in the D nortel langXxxxX fax folder 14 If the automatic speech recognition ASR language component was installed or was planned to be installed verify that the D nortel langxxxx asr directory exists and contains three ctx files three Cfg files and one asr file If any one of the verification steps fails you must reinstall the language Note Even if all the checks are valid it is still pos
34. the server keycode does not enable fax features 6 Does the problem still exist C Contact your Nortel technical support representative for assistance Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 137 Symptom 6 Contact Center voice services do not work The Event Browser displays a Meridian Link TSP or ACCESS link event Mailbox owners notice that calls are not answered Diagnostic steps Resolution Verify that the voice port configuration is consistent across all subsystems 1 Verify the CallPilot server On the CallPilot server ensure that configuration The Contact Center IP address is properly configured e The ACD queue for ACCESS channels is configured as Contact Center Voice Services SDN e The ACD queue for IVR channels is configured as Contact Center Voice Services support announcement or voice menu SDN e The Class ID configured in the Configuration Wizard is equal to the ACCESS port channel configured on the Contact Center 2 Verify the Contact Center On the Contact Center ensure that configuration e The CallPilot ELAN IP address is properly configured e The value of the ACCESS voice port channel is equal to the Class ID on the CallPilot server The port number is configured as 10008 3 Verify the switch configuration On the switch ensure that e The ACD queue for ACCESS channels is configured as
35. to your installation such as server names and IP addresses are correct ATTENTION The illustrations show the default RRAS configuration Under some circumstances other RRAS configurations can apply Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 100 Chapter 5 Routing and remote access troubleshooting Step Action 1 Start Programs Administrative Tools and double click Routing and Remote Access Result The Routing and Remote Access Window appears Roving sn Rawote Access Welcome to Routing and Remote Access ess provide provides secure remote 800855 to 2 Click the plus sign to the left of the server name in the left pane to expand the tree 3 Click General under IP Routing Result The system displays general information associated with IP Routing in the right pane 4 Click the ELAN entry to select it 2 Routing and Remote Access 215 Be aston Yow tee OOOO e amx e nB a Routing and Remote Access General J Server Status z E1 fo cpleb237a local BS Loopback Loopback 127 0 0 1 Up o internal Internal Notavalsble Unknown Remote Access Clients 1 Ports 6 IP Routing E General Static Routes eg Baan Dedcated 47 11 220 179 Up 88 358 176 amp wy Remote Access Policies EC Remote Access Logging es BG 5 Use the slider at the bottom of the window to scroll to the
36. turned on e The power cord to the board processor and main is plugged in correctly The system does not start Identify the type of beeps that your system emitted system board but emits beeps beeps or RAID beeps e The system board beeps are usually short their pattern is identified in the 703t Server Maintenance and Diagnostics guide NN44200 702 The system board beeps are usually not associated with information displayed on the screen If the system does not display information on the screen but emits board beeps then a main board condition is present e The RAID beeps are high pitched and long The RAID beeps emitted by the system during startup are associated with messages indicating that a system is in a critical state Check the status LED at the front for a blinking or steady amber light which indicates that A critical temperature or voltage fault has occurred e The CPU was not installed or is not functioning Check the beep codes provided in the 703t Server Maintenance and Diagnostics guide to identify the failure and then replace the defective component or remedy the fault Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 20 Chapter 3 Hardware troubleshooting Trouble Action The system beeps and displays information on the screen but the operating system does not start up The system starts the operating system
37. using network intelligent modules SNMP and or event logs If the system is powered on you can access error reporting using the CallPilot image CD DVD SEL viewer tool if the system does not boot into Windows This tool reports all hardware events and saves them as a text file on a USB media Copyright 2007 Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 42 Chapter 3 Hardware troubleshooting Server LEDs The LEDs indicate the state of your server and can help you troubleshoot startup problems The following tables provide useful information about the external and internal LEDs Front panel LEDs LED Functional Description CRT A critical system fault is an error or event that has a fatal system impact The system cannot continue to operate MJR A major system fault is an error or event that has 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 that has 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 External LEDs Description Information MPB96 DS30 link LEDs When these LEDs are on all three DS30 connections are working three green LEDs properly and the cables are connected correctly If one or more LEDs
38. utility and RAID firmware can corrupt your system and prevent drives from rebuilding The system does not The 1 Gbyte setting in the RAID Adapter properties is disabled rebuild a new drive a little Enable the 1 Gbyte setting and start a new RAID configuration smaller than the original Because starting a new RAID configuration erases the existing data drive installed to replace a back up the system before proceeding faulty drive The system does The system rebuilds a drive only if a change in the drive status is not rebuild the drive made after a SCSI scan You must access the drive to initiate a automatically after you SCSI scan The system does not start rebuilding the drive unless replaced a faulty drive you access the drive Initiate a drive rebuild manually using the MegaRAID utility Note 1 If a drive is defective the RAID utility determines the drive condition and marks the drive as FAIL Hot swap the drive with a good one and then rebuild the drive If you suspect that a drive is faulty simply remove it and replace it with a good drive Note 2 New 1002rp systems do not automatically rebuild a drive that replaced a faulty drive marked as FAIL You must rebuild the drive manually Note 3 On older 1002rp systems the Autorebuild option is enabled by default in the RAID firmware Check this option and disable it before proceeding with RAID operations Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Stan
39. 0 26 June 2007 Copyright 2007 Nortel Networks Contents Chapter 1 How to get help 9 Getting Help from the Nortel Web site 9 Getting Help over the phone from a Nortel Solutions Center 9 Getting Help from a specialist by using an Express Routing Code 10 Getting Help through a Nortel distributor or reseller 10 Chapter 2 Overview 11 General 11 Reference documents 12 Chapter 3 Hardware troubleshooting 13 201i server 13 703t server 17 1002rp server 28 1005r server 41 600r server 50 Chapter 4 Network troubleshooting 59 Check cabling 59 Check end to end connectivity 59 Check network adapters and driver installation 59 Check TCP IP configuration 60 Test the TCP IP 82 Check event logs 83 Checking the SCSI speed for RAID controllers 86 Chapter 5 Routing and remote access troubleshooting 89 General 89 Modem 90 Routing and Remote Access 99 Symantec pcAnywhere 109 Microsoft Remote Desktop Connection RDC 112 Enable remote desktop feature and set policy on host 113 Establish a RAS connection 115 Starting the Remote Desktop Client 117 CallPilot support tools 123 Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 8 Contents RAS dial up required to establish RDC 124 Double Hop remote control 124 Transferring files in Remote Desktop Connection sessions 126 Terminal Server Maximum Connections Exceeded error 126 Disc
40. 07 Nortel Networks 44 Chapter 3 Hardware troubleshooting BIOS error messages appear on the video monitor Refer to the following table for a description of the messages Error message Description GA20 Error Pri Master HDD Error Pri Slave HDD Error Sec Master HDD Error Sec Slave HDD Error ATAPI Incompatible Drive e Pri Master Drive e Pri Slave Drive e Sec Master Drive e Sec Slave Drive A Drive Error CMOS Battery Low CMOS Display Type Wron CMOS Checksum Bad CMOS Settings Wrong CMOS Date Time Not Set DMA Error FDC Failure HDC Failure Checking NVRAM Update OK Updated Failed Keyboard Error KB Interface Error Copyright 2007 Nortel Networks An error occurred with Gate A20 when switching to protected mode during the memory test The system could not read the sector from the corresponding drive The corresponding drive is not an ATAPI Advanced Technology Attachment Packet Interface device Run Setup to make sure the device is selected correctly No response from the disk drive The battery is losing power Replace the battery soon The display type is different from that stored in CMOS Check Setup to make sure the type is correct The CMOS checksum is incorrect CMOS memory can be corrupted Run Setup to reset the values The CMOS values are not the same as the last boot Either these values are corrupted or the battery failed The time or date values stored in CMOS are
41. 0r Server Maintenance and Diagnostics guide for valid RAID firmware The MPB96 board is not installed in the correct slot e Refer to the 703t Server Hardware Installation guide for the correct number of the slot in which the MPB96 board must be installed e Shut down the system e Install the MPB96 board in the proper slot e Check if the system is detected correctly in the HAL that is if the platform information file matches your system information Ifthe platform information and the system information do not match then load the correct platform information file into the registry Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 28 Chapter 3 Hardware troubleshooting Trouble symptom Action The system detects the MPB96 board only partially and Configuration Wizard does not run The system detects the MPB96 board but does not load correctly the DSP information at startup The MPB96 board is configured incorrectly from the clocking point of view Contact your Nortel support representative for assistance The cache bin file in the D nortel nardware dsp c52 folder is corrupted Rerun the Configuration Wizard to reflash the DSPs 1002rp server The LEDs indicate the state of your server and can help you troubleshoot startup problems The following tables provide useful information on the external and internal LEDs External LEDs Description
42. 200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 120 Chapter 5 Routing and remote access troubleshooting Shared Session only if local console is logged on Use this method in the following conditions e You need a shared login session to see exactly what is on the local console and all tasks are visible from the server console Use a shared login during mentoring sessions or investigating an existing alarm message displayed on the console and so on When the transfer of files between the local PC to the CallPilot server will not occur Step Action 1 From the client PC start the Remote Desktop Connection for Windows Server 2003 Client Select Start Programs Remote Desktop Connection or Start Programs Accessories Communications Remote Desktop Connection Result the Remote Desktop Connection window appears 2 Enter the IP address Click Options Result The Options window appears Remote Desktop Connection Ea CF lote Desktop u inection General Display Local Rescurces Piagam Espsience Logon seltings Type the name ol the computer o choose a computer from the drop doan let Computer 192 168 0 1 bd Username NGer Dist Passwoid Pero Domain FF Save my passwcrd m Comection setings Save current settings or open taved connection Save As Open 3 Type in the IP address or computer name 4 Type the User name and Password
43. Access page 99 Symantec pcAnywhere page 109 Microsoft Remote Desktop Connection RDC page 112 Follow these general steps to connect remotely to a CallPilot server 1 Use dial up networking on a Windows client PC to dial into the CallPilot server and establish a TCP IP connection over the dial up modem link 2 Start a Symantec pcAnywhere session over the established TCP IP connection The remote connection functions properly only if the following components are correctly configured e the modem e the Routing and Remote Access Service RRAS in Windows 2003 e the pcAnywhere host Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 90 Chapter 5 Routing and remote access troubleshooting Modem The preliminary modem troubleshooting routine consists of ensuring that The modem is functioning and ready to accept calls e The modem is properly connected to the COM1 serial port or the USB port for the 1005r The modem is connected to an analog telephone line Recognizing that the modem is functioning The modem is functioning and ready to accept calls if both the Carrier Sense CS and Terminal Ready TR lamps are lit The CS light comes on when the modem is turned on The TR lamp may not be lit after the following events The modem is disconnected or turned off when CallPilot is rebooted e The modem is turned off and
44. CP IP Settings IP Settings ONS wins Options DNS server addresses in order of use 47 10 32 21 EE Add Edt Remove The following three settings are applied to all connections with TCP IP enabled For resolution of unqualified names Append primary and connection specific DNS suffixes FU Append parent suffixes of the primary DNS suffix Append these DNS suffixes in order internal nortel com t Add Edt Remove DNS suffix for this connection ca nortel com IV Register this connection s addresses in DNS JV Use this connection s DNS suffix in DNS registration coe 13 Click the WINS tab Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Check TCP IP configuration 69 Advanced TCP IP Settings IP Settings DNS WINS Options WINS addresses in order of use IF LMHOSTS lookup is enabled t apples to all connections for which TCP IP is enabled JV Enable LMHOSTS lookup Import LMHOSTS NetBIOS setting Default Use NetBIOS setting From the DHCP server IF static IP address is used or the DHCP server does not provide NetBIOS setting enable NetBIOS over TCP IP Enable NetBIOS over TCP IP Disable NetBIOS over TCP IP Note WINS IP addresses must be entered for your private network 14 Click the Options tab Check that the settings are correct for your p
45. EAC is a trademark of TEAC Corporation US ROBOTICS the US ROBOTICS logo and SPORTSTER are trademarks of US Robotics 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 Publication History June 2007 CallPilot 5 0 Standard 01 05 of the Troubleshooting Reference Guide is updated as per the CR Q01665596 May 2007 CallPilot 5 0 Standard 01 04 of the Troubleshooting Reference Guide is issued for general release April 2007 CallPilot 5 0 Standard 01 03 of the Troubleshooting Reference Guide is issued for general release April 2007 CallPilot 5 0 Standard 01 02 of the Troubleshooting Reference Guide is issued for general release March 2007 CallPilot 5 0 Standard 01 01 of the Troubleshooting Reference Guide is issued for general release July 2005 CallPilot 4 0 Standard 1 02 of the Troubleshooting Reference Guide is issued for general release July 2005 CallPilot 4 0 Standard 1 01 of the Troubleshooting Reference Guide is issued for general release July 2005 CallPilot 4 0 Standard 1 0 of the Troubleshooting Reference Guide is issued for general release Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 6 Publication History Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5
46. Ethernet controllers are enabled and detected but the ping command fails when used to check network resources The software feature key adapter dongle is installed properly but CallPilot cannot detect it e Open a DOS command prompt window Type ipconfig all The ipconfig command displays the MAC addresses If the MAC addresses are missing or have the same value then they are not programmed Return the SBC card to the factory e Ensure that the software feature key adapter is plugged into the parallel port The DS30 connector on the adjacent MPB16 4 board is similar to the parallel port and can be confused with it Ensure that all the flat cables inside the server have the red stripe towards the end of the chassis Reinstall any cable whose red stripe is not in this position e Check the parallel port settings in the BIOS No IRQ must be assigned to the parallel port If you performed all the preceding tasks and CallPilot still does not detect your software feature key adapter return the board to the factory SCSI troubleshooting Trouble The system BIOS does not scan the Adaptec SCSI controller at startup no SCSI controller is referenced The tape drive driver is loaded but is not detected and does not work Action The SCSI controller is disabled in the system BIOS Open the system BIOS at startup and enable the SCSI controller The cause of this trouble can be one of the following The tape dr
47. Event Log 1 Power down the server 2 Disconnect the power cord and wait 2 minutes 3 Connect the power cord 4 Power up the server SCSI and tape drive troubleshooting Trouble The SLR external tape drive was hot plugged but does not appear in the device manager The tape drive is plugged in correctly but the system experiences errors The drive cannot be re tensioned or go offline randomly RAID troubleshooting Trouble The system boots but does not detect the RAID card The system boots and detects the RAID card but does not boot into Windows Action Select a device within the Windows device manager and then select Action gt Rescan The drive should be detected If not ensure the correct driver is installed If this does not resolve the problem ensure the external drive is powered up and not faulty Observe the LED codes on the tape drive for errors pertaining to the tape drive only The tape drive may have been plugged into the RAID external SCSI adaptor instead of the SCSI adaptor Plug the tape into the correct connector at the back of the server For instructions see the 1005r Server Hardware Installation Guide NN44200 308 Action Ensure the PCI raiser assembly is plugged in correctly aligned and firmly pressed into the slot You must complete the reseating with the server out of the rack and on a solid surface Check if any or all of the drives are offline Re create or rep
48. LAN default advanced property values Property Value Duplex AutoDetect IPv4 Priority Tag Disabled IPv4 VLAN Tag ID 0 Receive Buffers 16 Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Check TCP IP configuration 77 Property Value Speed AutoDetect Transmit Control 8 Blocks 703t Intel PRO 1000 MT network controller CLAN default advanced property values Property Value Fast Transmit On Completion Flow Control Both on Link Speed amp AutoDetect Duplex Locally Administer Not Present ed Address Number of 128 Coalesce Buffers Number of Receive 256 Buffers Number of Transm 256 it Descriptors Offload Receive IP On checksum Offload Receive On TSP checksum Offload TCP On Segmentation Offload Transmit On IP Checksum Offload Transmit On TCP Checksum 703t Intel 8255x based PCI Ethernet adapter 10 100 ELAN default advanced property values Property Value 802 1p QoS Disabled Packet Tagging Checksum Enabled Coalesce Buffers 8 Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 78 Chapter 4 Network troubleshooting Property Value Flow Control Off Settings IP Security Enabled Large Send Enabled Link Speed amp AutoDetect Duplex Locally Administer Not Present ed Address Receive Buffers 48 Security Asso
49. SP FPGA XRay Monitor This tool opens all the MPB96 board registers In certain cases you can reset the registers to the startup state CallPilot 2 0x version 1 0 May 2003 The CallPilot system contains two types of FPGA firmware Description The version format of the PCI FPGA firmware follows an internal naming convention established to facilitate the tracking of the card release The tool displays the version in hexadecimal format as follows xPxx yyaNN where x must be 0 e P represents the PCI slot 8 for 3 3V PCI slot and 0 for 5V PCI slot e yy designates the board release 07 e NNis the firmware release as NN is currently 17 the release number for the GA is a17 If the release number is 080007a17 then the board operates correctly If the release is shown as a17 only then the board is plugged into the incorrect slot 5V PCI slot If the PCI FPGA firmware releases do not match you must return the board to the factory for update The version of the DSP FPGA firmware is displayed in hexadecimal format and must match the current release as displayed by the FWChecker bat tool You can upgrade the DSP FPGA firmware using the supplied software tools such as the hardware abstraction layer HAL tool You need two utilities to run the XRay Monitor tool Nohaltswcmd exe and nbhaltswmon exe Use the XRay Monitor tool as follows Step Action Launch Nbhaltswcmd exe Select option c MPB96 Select option m XRa
50. Use a private session to connect forcing any local user to logout and allowing you to connect Disconnecting the Remote Desktop Connection session You should not terminate a Remote Desktop Connection by clicking X on the Remote Desktop Window This action disconnects your session but the session continues to exist on the CallPilot server Any programs you were running continue to run and you can reconnect and see the same session Use one of these methods to log off Step Action 1 In the Remote Desktop Connection window click Start Log Off lt username gt Result The Confirmation dialog box appears 2 Click Log Off to exit the Remote Desktop Connection session End Or Step Action 1 In the Remote Desktop Connection window click Start Shutdown Result The Shut Down Windows dialog box appears 2 Select Log Off lt username gt from What to do and then click OK End View or disconnect concurrent or previous stale sessions Microsoft Windows Terminal Services Manager provides the following services The administrative user can view active or inactive sessions on the server Log off and or disconnect any leftover sessions that are no longer needed Send messages to other sessions for messaging between users Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 128 Chapter 5 Routing and remote access troublesh
51. VoIP Guide NN43001 260 Solution Integration Guide for Communication Server 1000 CallPilot Contact Center Telephony Manager NN49000 300 Installation and Configuration Upgrade and Platform Migration Guide NN44200 400 High Availability Installation and Configuration NN44200 311 Installation and Configuration Task List Guide NN44200 306 Server Installation Guides 201i Server Hardware Installation Guide NN44200 301 703t Server Hardware Installation Guide NN44200 304 1002rp Server Hardware Installation Guide NN44200 300 1005r Server Hardware Installation Guide NN44200 308 600r Server Hardware Installation Guide NN44200 307 Configuration and Testing Guides Meridian 1 and CallPilot Server Configuration Guide NN44200 302 T1 SMDI and CallPilot Server Configuration Guide NN44200 303 Communication Server 1000 System and CallPilot Server Configuration Guide NN44200 312 Unified Messaging Software Installation Desktop Messaging and My CallPilot Installation and Administration Guide NN44200 305 Administration Administrator Guide NN44200 601 Software Administration and Maintenance Guide NN44200 600 Meridian Mail to CallPilot Migration Utility Guide NN44200 502 Application Builder Guide NN44200 102 Reporter Guide NN44200 603 Maintenance CallPilot Troubleshooting Reference Guide NN44200 700 Preventative Maintenance Guide NN44200 505 Server Maintenance and Diagnostics 201i Server Maintenance and Diagnostics
52. ages T1 SMDI configurations only The system is affected by Ensure that the MPB16 4 board is release 5 or later the following symptoms frame slips crackling voice fax dots and alarms T1 SMDI configurations only Ensure that the cable used for the T1 connection is supplied by Nortel and is not a category 4 or 5 cable Ensure that the SCBus or CTBus cable is not defective Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 40 Chapter 3 Hardware troubleshooting Trouble Action All DSP diagnostics fail at system startup All the DSPs and DS30 links are reported as All busy but the monitor shows that the resources are only partially busy Option 11 Meridian 1 configurations only The system starts up but attempts to boot to the operating system from the network Copyright 2007 Nortel Networks Ensure that the MPB16 4 boards are release 5 or later Ensure that the PCI backplane does not have Intel PCI bridge chips Shut down the server and open the lid Power up the server and check if the PCI LED on the MPB16 4 board is still on after startup If the LED still stays on shut down the server and replace the board If the PCI LED comes on at system startup and then turns off but the other four green LEDs are still off after the system booted to the operating system check the HAL and ensure that all its components are wo
53. air the RAID packs Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 48 Chapter 3 Hardware troubleshooting The system boots but one of the drive LEDs on the front panel is amber A drive fails and the replacement does not rebuild The system is not rebuilding a drive or it returns an error after the rebuild is initiated After a failed upgrade both drives are brought offline to return to a previous CallPilot release but the system displays a blue screen The RAID is split or one of the drives is faulty or offline Replace or rebuild the drive No action is required if this is due to a voluntary RAID split The RAID card settings are incorrect The coercion algorithm is not set to 1 GB ATTENTION You must complete a full system rebuild to reconfigure the RAID cards to the correct coercion algorithm The hard drive is faulty Check the driver version or the power console version Do not use the power console to bring both drives offline Use the Ctrl M utility If you disable both hard drives while in Windows the system crashes Dongle troubleshooting Action Trouble The dongle is plugged into the USB slot and is detected in the device manager but CallPilot does not recognize it The dongle is plugged into USB slot 0 but is not visible in the device manager CallPilot also does not detect it Ensure the dongl
54. allPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Check event logs 85 Information Properties Event Date Beene Souce E100B Time 10 55 34 AM Categon None Type Information EventiD 5 E User N A Computer cplab237a Description Data Bytes Words 0000 00 00 04 00 02 00 58 00 x 0008 00 00 00 00 0S 00 04 40 E 0010 00 00 00 00 00 00 00 00 Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 86 Chapter 4 Network troubleshooting Information Properties cE E 2 xi Event Date 8 6 2004 Source AML_TSP Time 10 57 16 AM Categon Startup Type Information EventID 42804 User N A Computer cplab237a Description TSP has started CDN call model is in effect Data Bytes C Words 0000 52 65 6c 65 61 73 65 3d Release 0008 32 36 2c 49 73 73 75 65 26 Issue 0010 3d 30 3b 62 41 4c 4 f 47 0 bALOG hd Cancel Apply Checking the SCSI speed for RAID controllers Check SCSI channel speed if there are issues with the hard drive Before shutting down and after rebooting check the previous power up negotiated speed using Power Console Windows Utility If the speed shown is anything else but Maximum or 160M or if Asynchronous displays there is a serious issue with the SCSI chain T
55. atot logged nto the consae session Pid Limit punber of connections Limit maximun celo depth a Allow users to connect remotely using Terminal Services Sa 00 rot alow loca adewniscrators to customize permissions AU Rerrove Windows Security tem from Stert menu SU Rerrove Deconnect option from Shut Down dalog Pa Set oath For TS Roaming Profiles User Ti the ciatur amp sotto Dirabledor Not AA 1 Estended 5 On the left side of the window expand Computer Configuration Administrative Templates Windows Components and then select Terminal Services 6 On the right side of the window double click Sets Rules for Remote Control Terminal Services User Sessions 7 The Sets Rules for Remote Control Terminal Services User Sessions window appears 8 Select Enabled to load options into the box 9 The default and recommended setting for CallPilot is Enabled with Full Control without User s Permission selected This setting allows for RDC sessions without requiring interaction or consent from a local console user Adjust the settings as required and click OK to close the screen 10 Establish a RAS connection Click File Close to close the Group Policy Object Editor End If the CallPilot server is not directly accessible from the Client PC through an intranet or VPN you must establish a Remote Access Service RAS connection Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05
56. available I Authenticate as quest when user or computer information is unavailable 19 Click the Advanced tab in the CLAN Properties dialog box Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Check TCP IP configuration 73 TC 21x General Authentication Advanced Internet Connection Firewall I Protect my computer and network by limiting or preventing access to this comouter from the Internet Learn more about Intemet jon Fi Internet Connection Sharing T Allow other network users to connect through this computer s Intemet connection Learn more about Intemet Connection Sharing Settings 20 Click the General tab in the CLAN Properties dialog box Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 74 Chapter 4 Network troubleshooting ATC z General Authentication Advanced Connect using Hg Intel 8255x based PCI Ethemet Adapter 10 100 Configure This connection uses the following items Client for Microsoft Networks C Network Load Balancing B File and Printer Sharing for Microsoft Networks a vis Pewee Description Transmission Control Protocol Intemet Protocol The default wide area network protocol that provides communication across diverse interconnected networks
57. based PCI Ethernet Adapter 1 66 16 6F 88 7A 78 47 11 228 179 Subnet z 255 255 255 8 Default 47 11 226 1 47 10 44 21 47 180 32 21 C Documents and Settings Administrator gt 3 Use the ping command to check if other IP addresses are reachable For example ping the IP address of the switch 211 al C Documents and Settings fidministrator gt ping 47 11 35 117 11 35 117 with 32 bytes of data 47 11 35 117 bytes 32 time lt ins TIL 128 47 11 35 117 byte 2 time lt inms TIL 128 47 11 35 117 byte time lt ims TTL 128 Reply from 47 11 35 117 bytes 32 time lt ins TIL 128 Ping statistics for 47 11 35 117 Packets Sent 4 Received 4 Lost lt 8 loss Approximate round trip times in milli second Minimum Gms Maximum Ans fiverage C Documents and Settings Administrator gt Note Do not type the IP address shown in the preceding illustration Use the IP address of your switch End Check event logs Check the system log for problems that occur when protocols are initialized after a reboot To access the event logs click Start Programs Administrative Tools and double click Event Viewer Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 84 Chapter 4 Network troubleshooting Errors in the networking configuration can result in System log events shortly after the system boots up Look for ev
58. box appears Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Check TCP IP configuration 63 Repair Connection The Following steps of the repair operation Failed Flushing the ARP cache Please contact your network administrator or ISP 7 Click OK this error is normal Click the General tab of the network adapter status dialog box and then click Properties Result The following dialog box appears Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 64 Chapter 4 Network troubleshooting LL CLAN Properties SRE TT General Authentication Advanced Connect using Hg Intel 8255x based PCI Ethemet Adapter 10 100 This connection uses the following items Client for Microsoft Networks C Network Load Balancing 2 File and Printer Sharing for Microsoft Networks 47 Internet Protocol TCPAP Install Uninstall Properties Description Allows your computer to access resources on a Microsoft network I Show icon in notification area when connected OK Cancel 9 Click the Internet Protocol TCP IP entry to select it Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Check TCP IP configuration 65 CC 2x Genera
59. bus mcs or dsp mcs files is corrupted Replace these files and reboot the system If the PCI LED still stays on then the MPB96 board is defective and must be replaced Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Trouble symptom MPB96 board troubleshooting 27 Action The system starts up but attempts to boot to the operating system from the network The system ELAN or CLAN are not working even though they are detected and displayed in the operating system control panel The system displays an error message after CallPilot languages have been installed The HAL does not detect the MPB96 board All the DSPs report failures in the diagnostic window The system does not detect the MPB96 board after CallPilot has been migrated from an earlier platform Copyright 2007 Nortel Networks Shut down the server and open the lid Turn on the server and check the RAID controller LEDs If more than four LEDs stay on after the startup then the problem is related to the RAID controller e Shut down the system e Reseat the RAID controller Reboot the system If these actions do not resolve the trouble then the RAID card is defective and must be replaced Enable the NIC controllers in the BIOS There is an older version of the RAID controller firmware Upgrade the RAID firmware to a currently support version Refer to either the 703t 1002rp 1005r or 60
60. but still beeps The system does not boot to CallPilot The system starts but displays the following error message PXE E61 Media failure please check cable Copyright 2007 Nortel Networks This is a typical RAID beep One of the following condition is present One cable or both cables from the hard drives is disconnected or improperly connected e One or both drives is faulty In special situations this symptom indicates that the NVRAM contents and the drive configuration were lost The data is still there but the system beeps and shows that both drives are faulty Perform a data recovery by configuring the drives as indicated in the 703t Server Maintenance and Diagnostics guide without initializing the logical drives This symptom typically indicates a RAID trouble one of the hard drives is in critical condition Rebuild the drive as soon as you get to the operating system refer to the 703t Server Maintenance and Diagnostics guide If the drive rebuilding does not work then the drive is defective and must be replaced This symptom can indicate a multimedia card failure or a software failure Check for multimedia card errors on the diagnostic screen that appears immediately after the system boots If the multimedia card functions properly then investigate the software area check the Event Viewer for information on software failures This is a critical message that appears when the ELAN or CLAN cable is not p
61. ce Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Double Hop remote control 125 Advanced TCP IP Settings E x General DNS WINS Options This checkbox only applies when you ere connected to a local network and a dintup network simultaneously When checked data thet cannot be sent on the local network is farwarced 10 the dial up network PPP link IV UselP header compression 6 Uncheck Use default gateway on remote network Click OK to close all windows Result The warning box appears with the following message Since this connection is currently active some setting will not take effect until the next time you dial it 7 Click OK 8 Disconnect and re connect to the remote server The modified Default gateway setting is now active End Notes It is possible to use pcAnywhere to control a PC that is in turn connected into a CallPilot server through Remote Desktop Connection However the right keyboard shift key does not seem to work in this scenario nor does the CAPS LOCK key You must use the left shift key only to type upper case characters This is especially important when typing passwords This problem was noted using pcAnywhere 10 5 and 11 01 Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 126 Chapter 5 Routing and remote access troubleshooting Doub
62. ciated with the Ethernet connector must be on at both ends of the Ethernet cable even when the operating system is not running The 201i faceplate has a row of four green LEDs labelled E C and S e The leftmost LED E is associated with the ELAN link e The second LED C is associated with the CLAN link Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 16 Chapter 3 Hardware troubleshooting Trouble Action e The other two LEDs indicate the IDE I and SCSI S activity of the following devices IDE I SCSI S If the Ethernet link LEDs are not on check the Ethernet cabling Note The link LEDs blink to indicate network activity The CallPilot Nortel server The 201i server uses two auto negotiating Ethernet network interface subnet does not work when cards NIC When the NICs are connected to a 10 100Base T port the server is connected to they try automatically to negotiate transfer rates at the higher speed a large Meridian 1 system The large Meridian 1 systems have filtered backplanes that generate loss on all signals except on the signals routed to the bottom four pins the ELAN subnet pins As a result the server can go into a loop or appear unresponsive on the Nortel server subnet e Use an unfiltered Ring Tip cable supplied by Nortel or e Remove the filter block on the back of the Meridian 1 newer systems and connect the switch directly to the 201
63. ciatio 64 ns Smart Power Down Enabled Transmit Control 16 Blocks 1002rp Intel 8255x based PCI Ethernet adapter 10 100 CLAN and ELAN default advanced property values Property Value 802 1p QoS Disabled Packet Tagging Adaptive Link Off Response Coalesce Buffers 8 Flow Control Off Settings Large Send Enabled Link Speed amp AutoDetect Duplex Locally Administer Not Present ed Address Receive Buffers 48 Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Check TCP IP configuration 79 Property Value Smart Power Down Disabled Transmit Control 16 Blocks 1005r Intel PRO 1000 MT Dual port Ethernet adaptor default advanced property values Property Adaptive Inter Frame Spacing Enable PME Express Teaming Value Enabled OS controlled Teaming disabled Flow Control Interrupt Moderation Rate Jumbo Frames Link Speed and Duplex Generate and Respond Adaptive Disabled Auto Detect Locally Administered Address Not present Log Link State Event Enabled Offload Receive IP Checksum On Offload Receive TCP Checksum On Offload TCP Segmentation On Offload Transmit IP Checksum On Offload Transmit TCP Checksum On Qos Packet Tagging Disabled Receive Descriptors 256 Transmit Descriptors 256 Wait for Link Auto Detect Wake on Link Settings Disabled Wake on Settings OS Controlled 600r Intel
64. d are visible through the grill at the back of the server e The four DSP Power On LEDs come on when the CallPilot drivers are loaded right before the diagnostic screen starts If these LEDs are not on after the system has booted to the operating system and the diagnostic screen has started then one of the following conditions can be present The board is faulty and must be replaced The CallPilot DSP and the NTBus drivers do not function properly The DSP card to which the LED belongs is faulty e The PCI FPGA Done LED the farthest from the card bracket comes on briefly at startup If this LED stays on after system startup then the MPB16 4 card is faulty and must be replaced MPB96 board LEDs The three red LEDs at the top of the MPB96 board are visible through the grill at the back of the server e The PCI FPGA Done LED the closest to the card I O bracket comes on at startup and turns off immediately This indicates that the board works properly and was detected correctly by the system If this LED stays on after the startup the card is defective and must be replaced e The DSP FPGA Done LED comes on at startup and stays on until the CallPilot drivers are loaded and the diagnostic screen is displayed If the LED stays on after the operating system has Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 30 Chapter 3 Hardware troublesho
65. d the system is fully configured Run the system board firmware and BIOS upgrade using the CallPilot image CD DVD Ensure the BIOS settings are verified after this procedure Ensure the BIOS settings are correct including the hyper threading setting and that both processors are working properly The server recovered from a system error processor internal IERR error To clear the resulting error message from the log perform the following steps 1 Reboot the system 2 Press F2 so that the system boots into the BIOS 3 Set Re test to Enabled in the BIOS under Advanced Processor Configuration gt Processor 4 Exit BIOS and power down 5 Disconnect both power cords for about 1 minute to allow the complete reset of the firmware module 6 Re connect the power cords 7 Power on the system Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 1005r server 47 During startup a message indicates that the System Event Log is full and the log must be cleared After startup the Intel Server Manager reports that one of the processors is disabled This causes the system processes to slow down 8 Boot into service This is an unusual situation and appears only if the server was booted many times View the log before clearing it See the 1005r Hardware Maintenance and Diagnostics guide NN44200 704 for viewing and clearing the System
66. dard 5 0 26 June 2007 Copyright 2007 Nortel Networks 38 Chapter 3 Hardware troubleshooting MPB16 4 board troubleshooting Trouble Action The CallPilot Diagnostics Ensure that the release of your board is 05 or later tool reports that all or some HUE Pets Rave tale If you have more than one MPB16 4 board in the server ensure that the SCBus cable is present and properly connected CallPilot starts up but voice You have more than one MPB16 4 board on your system Ensure services are not available that the DS30X cable is connected to the correct MPB16 4 board CallPilot works but e Ensure that the release of the MPB16 4 board s is 05 or later the voice quality is low T1 SMDI Ensure that the SCBus cable is not defective configurations only CallPilot works but Ensure that the PEC of your MPB16 4 board s is NTRH20BA no voice services are available T 1 SMDI configurations only Note The T1 SMDI systems do not work with CallPilot systems equipped with NTRH20AB MPB16 4 boards The Configuration Wizard e Ensure that the latest CallPilot PEPs are installed on your fails programming the system DSPS e Ensure that no utility such as Dspmon that can access the DSPs is running The Nbhalnda utility in the CallPilot tools cannot program DSPs accessed by more than one application The system does not e Check the MPC8 cards and replace the defective ones read some MPC8 cards displays DSP errors or
67. device names To customize a device click the device name and then click Details Device list LI COM1 Details C1 COM2 eee i COM3 Optimized for coma Lowberxiih modem connecton i LI SPX C NetBIOS C ISDN via CAPI 2 0 Cancel Apply Help 3 Click the Settings tab Verify settings Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Symantec pcAnywhere 111 Host Properties alPlot Support i x Connection Info Settings Callers Security Options Conference Comments Protect Item seconds IV Run minimized IV Aun as a service minutes for current user to Wait D gt ine Wait for anyone C Cancel Host and secure by Cancel Host end secure by Lonoff user Restart Host computer Lock computer Logoff user Restart host computer Lock computes Use directory services 4 Click the Callers tab Verify settings Host Properties CalPit Support ET Connection Info Settings Callers Secunty Options Conference Comments Protect Item Authentication type Cy here Caller list ex amp CalPilatDist g NortelSupport 5 Click the Security Options tab Verify settings Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 112 Chapter 5 Rou
68. e 11 Reference documents page 12 General This troubleshooting reference guide describes symptoms that can appear on all CallPilot server platforms and provides step by step troubleshooting procedures The troubleshooting procedures can be slightly different for different CallPilot releases Each troubleshooting area contains symptom tables outlining basic checks that include diagnostics and resolutions for each check This guide is applicable to all CallPilot servers The exceptions are noted for each server where necessary in the heading for each symptom or check This document provides only basic troubleshooting procedures You can find additional troubleshooting information in the CallPilot documents that are referenced throughout this document Note To comply with the Restriction of Hazardous Substances RoHS Directive 2002 95 EC some of the part numbers now contain an E5 or E6 suffix For example part number NTRH2014 is now NTRH2014E6 The part numbers in this guide do not contain the suffix Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 12 Chapter 2 Overview Reference documents NORTEL CallPilot Customer Documentation Map Fundamentals L CallPilot Fundamentals Guide NN44200 100 Planning and Engineering Planning and Engineering Guide NN44200 200 Network Planning Guide NN44200 201 Converging the Data Network with
69. e disk drives e Replace the RAID card The logical hard drive that has the booting partition is offline or both physical drives on the booting logical drive are faulty e Press Ctrl M at startup to open the MegaRAID BIOS Configuration utility e Recreate the RAID pack without initialization e Restart the server If the drives were offline this action restores their functionality If this solution does not remedy the trouble replace the defective drives Note f you brought the hard drives offline deliberately or performed a RAID splitting operation then you must not recreate the RAID pack without initialization Copyright 2007 Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 MPB96 board troubleshooting 23 Trouble Action The system does not When you replace a defective drive the new drive must be larger rebuild a new drive installed than the original drive In this case the system rebuilds the new to replace a faulty drive drive However if the new drive is smaller than the original drive it must not be smaller by more than 1 GB If the new drive is smaller than the original drive by less than 1 Gbyte the GBWay setting in the Adapter properties is disabled Enable the GBWay setting and start a new RAID configuration Because starting a new RAID configuration erases the existing data back up the system before proceeding The system does not r
70. e is in USB slot 0 and not in slot 1 or 2 The dongle holder is not plugged in correctly or it is defective Replace it and keep the button Also ensure the button is not installed backward For installation instructions see the 1005r Server Hardware Installation Guide NN44200 308 Windows and CallPilot hardware troubleshooting Trouble Action The system beeps but seems This is a RAID card beep indicating that one of the drives does to be running properly and taking calls not function properly Do not shut down the system Open the Power Console Plus CallPilot 3 x utility and check which drive is marked as Dead Rebuild the drive marked as Dead If the rebuild is unsuccessful ensure that the other drive is working and then shut down the system and replace the drive marked as Dead Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks The system displays a blue screen with the following message Hardware Malfunction please contact your H W vendor The system does not take calls All DSP diagnostics fail at system startup The system starts up but attempts to boot to the operating system from the network The system ELAN or CLAN is not working even though they are detected and displayed in the operating system control panel The system displays an error message after CallPilot languages are installed
71. e to back CallPilot server l up the log files Empty the Recycle Bin or 2 Check for the following error message move some log files to another disk drive Back up the log file manually Could not backup the Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Symptom 5 On a recently migrated system a user cannot log in to the mailbox or CallPilot does not recognize a user receiving an incoming call 147 LL LLL Diagnostic steps Resolution i 1 fil prangactron Sg E146 Note Older CallPilot releases do not support the automatic log file backup Nortel recommends that you back up the log file manually each time you finish a migration tape B If you did not find the error message provided in step 2 contact your Nortel technical support representative for assistance 3 Does the problem still exist C Contact your Nortel technical support representative for assistance Symptom 5 On a recently migrated system a user cannot log in to the mailbox or CallPilot does not recognize a user receiving an incoming call Diagnostic steps Resolution Check user s class of service D Ifthe user does not have a personal COS go to the next step Otherwise perform 1 On Meridian Mail determine if the user one of the following tasks had a personal Class of Service COS You can also verify this by checking the migration transaction log file MigTra
72. ebuild a drive if an incorrect combination of operating system utility and RAID firmware is used on your system Refer to either the 703t 1002rp 1005r or 600r Server Maintenance and Diagnostics guide for valid RAID firmware Note Non supported combinations of operating system utility and RAID firmware can corrupt your system and prevent drives from rebuilding The system does The Automatic rebuild feature is disabled in the BIOS on the 703t not rebuild the drive platform Initiate the rebuilding process manually in the Windows automatically after you MegaRAID utility replaced a faulty drive MPB96 board troubleshooting The following section describes the tools that you can use to troubleshoot the MPB96 board FWChecker bat ATTENTION Risk of data loss The FWChecker bat tool is packaged with the dbg128 exe utility Do not use the dbg128 exe outside the FWChecker bat tool You can destabilize or crash your system and lose data The FWChecker bat tool checks the FPGA firmware on the MPB96 board The dbg128 exe file must be present in the same directory so that you can run the to be able to run the FWChecker bat tool Two versions of the FWChecker bat tool are available e CallPilot 3 0 version 2 0 September 2004 Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 24 Chapter 3 Hardware troubleshooting FPGA firmware PCI FPGA D
73. echnical support representative for assistance Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 135 Symptom 3 Callers hear re order tone when dialing or being forwarded to CallPilot Diagnostic steps 1 Ensure the Meridian 1 or CS1000 is not A Refer to NTP 553 3021 120 CS1000M encountering network blocking This could be and Meridian 1 Large System Planning and caused by installing more than three MGate Engineering cards in the same superloop 2 Ensure proper ACD configuration on the B Refer to NTP NN44200 302 Meridian 1 and Meridian 1 or CS1000 CallPilot Server Configuration or NN44200 312 3 Ensure CDN and SDN have an associated CS1000 and CallPilot Server Configuration DN on the Meridian 1 or CS1000 Symptom 4 Speech recognition does not work Diagnostic steps Resolution Verify that speech recognition resources are A Change the DN media type to assigned to the DN Speech Rec 1 In CallPilot Manager connect to the server and then click System Service Directory Number 2 View the Speech Recognition Service Directory Number 3 Verify that the Media type is Speech Rec Verify speech recognition on keycode B Perform a keycode expansion 4 If the Speech Rec option is not in Contact your Nortel order management representative or the Media type list then the server sales representative for assistance keycode does not
74. ection box choose None Click OK to close either window Shared remote connection fails to start If the local console is not already logged on when the shadow 0 command is used the system displays the following error Error 7050 The requested session cannot be controlled remotely This may be because the session is disconnected or does not currently have a user logged on Connect to the console session using a private session This method does not require a user to be logged on already Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 130 Chapter 5 Routing and remote access troubleshooting PP System monitor or support tools do not return valid or legible information If you connect to the CallPilot server using a shared session but do not issue the shadow 0 command support tools and diagnostics that access the database may return invalid results Use a private session or issue the shadow 0 commend when setting up a shared session Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 131 Chapter 6 Application troubleshooting In this chapter Symptom 1 CallPilot answers calls but voice services are not available page 132 Symptom 2 A user cannot log in to the mailbox from an external phone page 134 Symptom 3 Speech recognition does not work
75. ectly The setting Chipset Allow card to trap INT19 is set to Yes Reboot open the BIOS and set the setting Chipset Allow card to trap INT19 to No Ensure that all the BIOS settings are as indicated in the 1002rp Server Maintenance and Diagnostics guide One of the following conditions affects the system e The RAID controller is defective more than four LEDs at the back of the card are on e The PCI bridge that drives the first four PCI slots on which the RAID card resides is defective or the bridge pins are disconnected or short circuited Replace the RAID card Refer to either the 703t or 1002rp Server Maintenance and Diagnostics guide for valid RAID configurations If this action does not remedy the trouble move the RAID card into the next set of four PCI slots and reboot the system Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 34 Chapter 3 Hardware troubleshooting Trouble symptom Action The system boots but the keyboard or the mouse or both are not functional The system does not boot to CallPilot The RAID controller card displays SCSI IDs from 0 to 6 for the hard drives although they are configured on different channels The RAID controller displays the drives on the second section as being on channel 1 the established channels are 1 and 2 e If the system boots correctly consider replacing the PCI backplane because it is only partially f
76. ed Server appears to boot but cannot find the hard drive 600r server 55 One power supply is faulty or the AC cable is unplugged or faulty Ensure the PCI raiser assembly is plugged in correctly aligned and firmly pressed into the slot You must complete the reseating with the server out of the rack and on a solid surface Ensure the power cable is plugged in Ensure the PCI raiser assembly is plugged in correctly aligned and firmly pressed into the slot You must complete the reseating with the server out of the rack and on a solid surface Ensure the BIOS settings are correct including the hyper threading setting The server recovered from a system error processor internal IERR error To clear the resulting error message from the log go to the processor menu in BIOS and set the processor re test to enabled This is an unusual situation and appears only if the server was booted many times View the log before clearing it See the 600r Maintenance and Diagnostics guide NN44200 703 for viewing and clearing the System Event Log This is likely due to the absence of the SCSI terminator on the back of the server If the tape drive is plugged in ensure it has the SCSI terminator installed SCSI and tape drive troubleshooting Action Trouble Select a device within the Windows device The SLR external tape drive is plugged in but is not recognized by the device manager manager and then select Action
77. ed version For information about valid RAID firmware see the 1005r Server Maintenance and Diagnostics guide By looking at the LEDs ensure the MPB96 is not faulty See MPB96 board LEDs on page e Check if the system is detected correctly in the HAL that is if the platform information file matches your system information e If the platform information and the system information do not match then load the correct platform information file into the registry Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 50 Chapter 3 Hardware troubleshooting The system detects the The MPB96 board is configured incorrectly from the clocking MPB96 board only partially point of view and Configuration Wizard Contact your Nortel support representative for assistance does not run The system detects the The cache bin file in the D nortel nardware dsp c52 folder is MPB96 board but does corrupted not correctly load the DSP Rerun the Configuration Wizard to reflash the DSPs information at startup 600r server The 600r server is based on an Intel Chesnee server platform with advanced self troubleshooting mechanisms You can troubleshoot errors by observing multiple areas e Visual front or rear panel LEDs e Audio or Sound beeps or increased fan noise pitch e Software remotely using network intelligent modules SNMP and or event logs If the system is powered on you can acce
78. eed to reboot the CallPilot server use Start Shutdown To disconnect log out from the NGenDist session Logging out closes any programs you started and terminates the Remote Desktop Client You can then hang up the RAS connection RAS dial up required to establish RDC Double Hop Unfortunately it is not possible to use Remote Desktop directly through a modem RAS dial in must be working for this form of remote access to work remote control A common support scenario is for one technician to dial in to a customer s CallPilot server then another technician controls the first technician s computer for example by intranet or VPN thereby gaining access to the dial up remote control session on CallPilot For this operation to work the intermediate computer s Dial Up Networking TCP IP Settings must have the setting Use default gateway on remote network unchecked Step Action 1 Double click the Dial up Networking connection icon in the system tray 2 The Status window appears 3 Click the Properties button and then select the Networking tab Result The RAS Dialout Properties Networking window appears 4 Highlight the Internet Protocol TCP IP component and click the Properties button Do not un check Internet Protocol TCP IP Result the Internet Protocol TCP IP Properties window appears 5 Click the Advanced button Result The Advanced TCP IP Settings screen appears Nortel CallPilot Troubleshooting Referen
79. een changed since the last restart Verify the MGate card version and placement 7 If the system uses an MGate card on an Option 11 switch verify that e The MGate card has the NTRB18CA part number e The card is installed in the correct slot e The card from the I O panel is installed correctly Resolution A Ensure that the DS30X cable is not defective the MGate card operates properly and CallPilot is configured with the correct TNs B If the DSOs and DSPs are not active verify the switch configuration C If the DSOs and DSPs are active but voice services are not available verify the prompt installation Refer to the Configuration and Testing Guide that applies to your switch D If the channels were disabled use overlay 32 LD 32 to enable them Ensure that the channels were not disabled because of a prior maintenance task E If the IP address was changed shut down and restart the CallPilot server F If the MGate card has a different part number replace it with an NTRB18CA card G If the MGate card is not installed in the correct slot then install it in a slot that is consistent with the switch programming requirements Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 133 Diagnostic steps Resolution Verify the prompt installation H Reinstall the prompts Refer to 8 Open the installation log file in
80. eight LEDs stay on after startup the card was not detected or is defective BMC beep codes The main board used in the 703t server includes a baseboard management controller BMC that provides monitoring alerting and logging of critical system information obtained from sensors embedded on the board The BMC generates beep codes when it detects failure conditions Each digit in the code represents a sequence of beeps Reason Beep code i 1 5 1 1 1 5 2 1 1 5 2 3 1 5 2 4 1 5 4 2 1 5 4 3 1 5 4 4 Front panel CMOS clear initiated Fault resilient booting failure processor failure No processor installed or empty processor socket 1 Processor configuration error for example mismatched voltage identifications and empty processor socket 1 Front side bus select configuration error for example mismatched BSELs Power fault dc power unexpectedly lost Chipset control failure Power control failure Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 703t server 19 System troubleshooting Trouble Action The system does not boot Verify that the power cord is properly plugged in the power outlet and appears dead The system does not emit any beeps The fans do not Check if other equipment plugged in the same power outlet works turn Note f the fans are turning but the system emits no beeps verify that The monitor is
81. ent version by right clicking the title bar and selecting About If the RDC client cannot readily be upgraded Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Troubleshooting tips 129 Step Action 1 Open a command prompt window on your client PC 2 Type mstsc console and press Enter Result The RDC connection window appears 3 Type the IP address of the server into the Computer field and click Connect End Unable to transfer files to the remote CallPilot server If you cannot see local client PC files and folders from within the RDC client session check for the following conditions e The Local Devices Disk Drives option was not checked in the Options window before connecting to the remote server in the RDC client e The CallPilot server is connected using a shared session Files will not be visible and therefore cannot be transferred When transferring files between the CallPilot server and RDC client PC use a private session Connection to server is extremely slow The RDC access speed is diminished if the Desktop Background setting is turned on In a private session prior to connecting select the Experience tab gt Options Desktop Background unchecked In a shared session after connecting and logging onto the server right click on the Desktop select Properties then select the Desktop tab In the Background sel
82. ents with values in the Source column such as E100B the Intel Pro 100 adapter and Tcpip For example if a duplicate IP address or a duplicate computer name is present on the network the system issues event logs and networking does not work properly The following illustration shows the Event Viewer window Bi Event Viewer eas BOONE Yes e e omeEenB e Event Viewer Local System 3 490 event s M Application type ate tee sorce category Event User computer l nee a 10 57 30 DfsSve None 14533 NJA cplab237a 10 57 30 IPSec None 4294 NJA cplab237a 10 57 25 CTMS Server None 25 NJA cplab237a 10 57 17 CTMS Server None 2s NJA cplab237a 10 57 16 AML_TSP Startup 42804 NJA cplab237a 10 56 04 CTMS Server None 0 NIA cplab2374 10 55 42 nbtsw None 33540 NjA cplab237a 10 55 42 nbdsp None 33520 NJA cplsb237a 10 55 35 IPSec None 4295 NA cplab237a 10 55 33 1006 None S NJA cplab237a 10 55 40 eventlog None 6005 NjA cplab237a 10 55 40 eventiog None 6009 NIA cplab237a 10 52 57 eventlog None 6006 NIA cplab237a 10 52 54 USER32 None 1074 Administrator cplab237a 10 46 59 CTMS Server None 25 NIA cplab237a 10 46 59 Application Popup None 26 NIA cplab237a 10 46 58 D sSve None 14531 N A cplsb237a y Double click an event to display the Information Properties dialog box The following illustrations are examples of Information Properties dialog boxes Nortel C
83. etworks Modem 97 L e EEEN fa PE zR Response ATGOVIEO Success AT GMM H 324 video ready rev 1 0 AT FCLASS 0120 ATHCLS COMMAND NOT SUPPORTED 7 Click the Advanced tab Verify settings Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 98 Chapter 5 Routing and remote access troubleshooting 8 Click the Driver tab Verify settings Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Routing and Remote Access 99 U S Robotics 33 6K FAX EXT PnP Properties a 2 x General Modem Diagnostics Advanced Driver ls U S Robotics 33 6K FAX EXT PnP Driver Provider Microsoft Driver Date 3 9 2000 Driver Version 5237300 Digital Signer Microsoft Windows Publisher Driver Details To view details about the driver files Update Driver To update the driver for this device If the device fails after updating the driver roll Fon Gack Diver back to the previously rstaled diver Uninstall To uninstall the driver Advanced 9 Click Close and then close the Phone and Modem Options dialog box End Routing and Remote Access The following procedure walks you through the steps necessary for troubleshooting RRAS issues in Windows 2003 Ensure that all settings as well as the variables specific
84. evice will cause it to stop functioning appears d Click the Yes button e Right click on the active modem and select Enable 3 The TR lamp is now lit and the modem ready to accept calls End Troubleshooting modem configuration The following procedure outlines the steps necessary for troubleshooting modem configuration issues Ensure that all settings as well as the variables specific to your installation are correct ATTENTION Do not use the exact information shown in the illustrations Use the values provided by your network administrator Step Action 1 Click Start Settings Control Panel and then double click Phone and Modem Options Result The Phone and Modem Options dialog box appears Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 92 Chapter 5 Routing and remote access troubleshooting Phone and Modem Options Dialing Rules Modems Advanced Re The list below displays the locations you have specified Select the location from which you are dialing Locations OF My Location New Edit Delete Cancel Apply 2 Click the Modems tab Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Modem 93 Phone and Modem Options Dialing Rules Modems Advanced jE The folowing modems are installed
85. f the following conditions is present One or more connections to the switch are interrupted Check each of the three branches of the DS30 cable for faults or replace the cable An MGate card in the switch is defective Each network interface card NIC has two LEDs e The upper LED shows that the network cable is connected The lower LED blinks to indicate data transfer The power supply has its own LED e OFF system or power supply is off or faulty e Red Amber power supply is faulty or cable is disconnected e Green power supply is working correctly and powered on Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 52 Chapter 3 Hardware troubleshooting Internal LEDs Description Information MPB96 board LEDs The three red LEDs at the top of the MPB96 board are visible through the grill at the back of the server e The PCI FPGA Done LED the closest to the card I O bracket comes on at startup and turns off immediately This indicates that the board works properly and was detected correctly by the system If this LED stays on after the startup the card is defective and must be replaced e The DSP FPGA Done LED comes on at startup and stays on until the CallPilot drivers are loaded and the diagnostic screen appears If the LED stays on after the operating system starts and the CallPilot diagnostic screen appear
86. faulty simply remove it and replace it with a good drive Note 2 New 1002rp systems do not automatically rebuild a drive that replaced a faulty drive marked as FAIL You must rebuild the drive manually Note 3 On older 1002rp systems the Autorebuild option is enabled by default in the RAID firmware Check this option and disable it before proceeding with RAID operations Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 1002rp server 37 Trouble Action The system does not When you replace a defective drive the new drive must be larger rebuild a new drive installed than the original drive In this case the system rebuilds the new to replace a faulty drive drive However if the new drive is smaller than the original drive it must not be smaller by more than 1 Gbyte If the new drive is smaller than the original drive by less than 1 Gbyte the GBWay setting in the Adapter properties is disabled Enable the GBWay setting and start a new RAID configuration Since starting a new RAID configuration erases the existing data back up the system before proceeding The system does not rebuild a drive if an incorrect combination of operating system utility and RAID firmware is used on your system Refer to either the 703t or 1002rp Server Maintenance and Diagnostics guide for valid RAID configurations Note Non supported combinations of operating system
87. fer or message migration Diagnostic steps Verify the log file 1 Open the migration transaction log file The migration transaction log file MigTransaction log is located in the D norte MPCX Migration folder on the CallPilot server 2 Check the error description in the log file for more information Resolution A Correct the error according to the log information If you cannot find a solution go to the next step Verify the type of the tape 3 Check if the type and size of the tape that you used to collect migration data is supported by CallPilot Verify the tape drive 4 Check if the CallPilot tape drive supports the migration tape 5 Check if the internal or external tape drive that you are using is properly installed and connected Verify the tape driver 6 Open the Tape Devices box in Control Panel and determine if the required devices and drivers are installed and loaded or started Rerun the tape on the same CallPilot server 7 Restart the migration using exactly the same command syntax as used to start the migration initially Run another data or message tape on the same CallPilot server 8 Ensure that the tape is serviceable before using it Type the correct command in the command line window to start the migration If the situation does not allow you to do this then skip this step B Use the correct tape SLR 2 5 GB to again collect Meridian Mail data C Ensure that the ta
88. fter the operating system starts and the CallPilot diagnostic screen appears then the MPB96 board is defective or the DSP and NTBus drivers do not function properly e The CTbus FPGA Done LED the farthest from the card I O bracket works in tandem with the DSP FPGA Done LED and turns on and off at the same time 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 Record the beep code sequence before calling Nortel technical support Beep count 1 2 0r3 4 7or9 11 Description A Memory error occurred Reseat the memory or replace the DIMMs with known good modules A fatal error occurred and indicates a possible serious system problem Remove all the add in cards and restart the system If the error still occurs contact Nortel support If the beep codes are not generated after you remove the add in cards insert the cards one at a time booting the system between each card addition until the beeps again occur to reveal the malfunctioning card A problem with the onboard video card occurred indicating a fault on the server board BIOS error messages When a recoverable error occurs during the POST the BIOS displays an error message describing the problem Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 20
89. his could be either a bad termination SCSI backplane cable or a drive is about to fail Additionally you should immediately check the media errors on the same menu The Asynchronous speed is usually accompanied by media errors and sense error keys in the logs SCSI speed is negotiated when the system powers up Warm Rebooting will not trigger a re negotiation Check the SCSI speed setting of 160M using the CTRL M utility This will restart the system Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Checking the SCSI speed for RAID controllers 87 To check the SCSI speed Step Action 1 Start the system and press CTRL M when prompted during system startup The CTRL M utility can take up to one minute to launch with 1L37 firmware The system can appear frozen Do not reset 2 From the Objects menu select Adapter gt Other Adapter Information The SCSI speed is displayed here End Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 88 Chapter 4 Network troubleshooting Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Chapter 5 Routing and remote access troubleshooting General In this chapter General page 89 Modem page 90 Routing and Remote
90. i server I O cable CAUTION Dangerous voltage levels can be present in the back of the Meridian 1 switch Use the proper cable as indicated in the 201i Server Hardware Installation guide Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 703t server 17 o 703t server Server LEDs The LEDs indicate the state of your server and can help you troubleshoot startup problems The following tables provide useful information on the external and internal LEDs External LEDs Description Information MPB96 DS30 link LEDs When these LEDs are on all three DS30 connections are working three green LEDs located properly and the cables are connected correctly If one or more on the card bracket and LEDs is off one of the following conditions is present visible from the back of the server e One or more connections to the switch is interrupted Check each of the three branches of the DS30 cable for faults or replace the cable An MGate card in the switch is defective Blue LED at the back of the This LED is currently not used The blue LED comes on only for a server moment at server startup NIC LEDs Each network interface card NIC has two LEDs e The upper LED shows that the network cable is connected The lower LED blinks to indicate data transfer Internal LEDs Description Information MPB96 board LEDs The three red LEDs a
91. ide Copyright 2007 Nortel Networks All Rights Reserved Publication NN44200 700 Document status Standard Document version 01 05 Document date 26 June 2007 To provide feedback or report a problem in this document go to http www nortel com documentfeedback Sourced in Canada 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 the Nortel 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
92. information is correct and that the default gateway address is on the same subnet The following procedure outlines the steps necessary for troubleshooting TCP IP configuration issues Ensure that all settings as well as the variables specific to your installation are correct ATTENTION Do not use the IP addresses and names shown in the illustrations Use the values provided by your network administrator Step Action 1 Click Start gt Settings gt Network and Dialup Connections Result The Network Connections window appears Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Check TCP IP configuration 61 2 Right click CLAN and then click Status on the shortcut menu Result The following dialog box appears CLAN Status 3 Click the Support tab Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 62 Chapter 4 Network troubleshooting 1 CLAN Status General Support Internet Protocol TCP IP Address Type IP Address Subnet Mask Manually Configured 47 11 220 179 255 255 255 0 47 11 2201 Default Gateway 4 Click Details Result The following box appears Network Connection Details 47 10 3221 5 Click Close 6 Click Repair on the network adapter status dialog box Result The following dialog
93. ing and Remote Access window End Symantec pcAnywhere The Symantec pcAnywhere must be running so that the remote connection to a CallPilot server can be established A blue green square with a check mark at the bottom right of the CallPilot local console indicates that the pcAnywhere is running By default CallPilot has a pcAnywhere host called CallPilot Support predefined to start automatically every time that the system boots up The following procedure presents the settings of the CallPilot Support pcAnywhere host Ensure that all the settings are correct Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 110 Chapter 5 Routing and remote access troubleshooting ATTENTION The illustrations show the default Symantec pcAnywhere configuration Under some circumstances it can be useful to define the pcAnywhere host in other ways Step Action 1 Click Start Programs Symantec pcAnywhere Result The Symantec pcAnywhere window appears alts 2 Right click CallPilot Support and then click Properties on the shortcut menu Result The host properties dialog box appears Host Properties CallPilot Support E x Connection Info Settings Callers Securty Options Conference Comments Protect Item 1c Choose up to two devices for this connection item by checking the boxes to the left of the
94. ing system As a result no backup can be performed Copyright 2007 Nortel Networks Action The SCSI controller is disabled in the BIOS Open the BIOS and enable the Adaptec SCSI controller The SCSI controller is configured as a RAID system Press Ctrl A at startup to open the SCSI main menu and proceed as follows depending on your CallPilot release e CallPilot 3 0 and up new systems ensure that the HostRAID option is set to Disabled in the SCSI settings e CallPilot 2 x ensure that the HostRAID setting is set to Enable HostRAID Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 22 Chapter 3 Hardware troubleshooting RAID troubleshooting Trouble The system boots and generates beeps The system does not detect the RAID card The system detects the RAID card does not boot and attempts to boot from the network Action One or more logical drives is in critical mode one of the drives is in FAIL condition Rebuild the drives If the drive rebuilding is unsuccessful replace the drives The RAID card can be defective Check the LEDs on the back of the card If more than four LEDs are on the RAID card is defective or the incorrect RAID firmware is used Refer to either the 703t 1002rp 1005r or 600r Server Maintenance and Diagnostics guide for valid RAID firmware Ensure the RAID card is seated in the slot and the cables are connected to th
95. invalid Run Setup to set the correct values An error occurred during the read write test of the DMA Direct Memory Access controller An FDC Failure error occurred while trying to access the diskette drive controller An error occurred trying to access the hard disk controller The NVRAM Non Volatile Random Access Memory is being checked to see if it is valid The NVRAM is invalid and has been updated The NVRAM is invalid and cannot be updated An error occurred in the keyboard connection Make sure the keyboard is connected properly The keyboard interface test failed Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Memory Size Decreased Memory Size Increased Memory Size Changed No Boot Device Available Off Board Parity Error On Board Parity Error Parity Error NVRAM CMOS PASSWORD cleared by Jumper lt CTRL_N gt Pressed 1005r server 45 The memory size has decreased since the last boot If you have not removed any memory then the memory may be faulty The memory size has increased since the last boot If you have not added any memory there is a problem with the system The memory size has changed since the last boot If you did not add or remove any memory then the memory may be faulty The system did not find a device to boot from A parity error occurred on an offboard card This error is followed by the card address A parity error occur
96. ions The Routing and Remote Access service should be started to set this option I Allow custom IPSec policy for L2TP connection Pre shared Key po Cancel Apply 13 Click the IP tab Verify settings Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Routing and Remote Access 107 cplab227b local Properties i 192 168 0 0 192 168 0 9 10 192 168 255 255 255 240 14 Click the PPP tab Verify settings Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 108 Chapter 5 Routing and remote access troubleshooting cplab237a local Properties 15 Click the Logging tab Verify settings Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Symantec pcAnywhere 109 cplab237a local Properties General Security IP PPP Looong Select the event types you want logged Log errors only RenscastisseanssenssenecsssonssonsseDtrtessenenesees Log all events Do not log any events T Log additional Routing and Remote Access information used for debugging To view the information contained in these logs open the 4windir tracing directory Cancel Apply 16 Click OK to close the server properties dialog box and then close the Rout
97. is correct Ensure that the breaker corresponding to the cable is in the ON position Ensure that the correct type of cable is used depending on the type of power supply ac or dc Check if other equipment plugged in the same power outlet works Note f the fans are turning but the system emits no beeps check if the monitor is turned on Check if the two LEDs on the power supplies at the back of the server are on or red If the LEDs are not on check the power supply fuse If the LEDs are on and red one or both power supplies is not plugged in or plugged in incorrectly or the connection pins on the power supplies are bent or missing Copyright 2007 Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 32 Chapter 3 Hardware troubleshooting Trouble symptom Action The system does not start but emits beeps No information is displayed on screen The system displays information on screen emits long beeps separated by pauses but does not boot to the operating system Identify the type of beeps that your system emitted The system board beeps are usually short their pattern is identified in the 1002rp Server Maintenance and Diagnostics guide NN44200 300 The system board beeps are usually not associated with information displayed on screen e The RAID beeps emitted by the system at startup are associated with messages indicating tha
98. its in length F If the user has a mailbox number that is less than three digits in length perform one of the following tasks e Change the user mailbox number to a three digit number and then again collect user data from Meridian Mail Perform the user migration again e Use CallPilot Manager to add non migrated users to the CallPilot system Refer to the Cal Pilot Administrator s Guide Check the migration transaction log file 3 5 Check the migration transaction log file MigTransaction log in the D norte MPCX Migration folder on the CallPilot server to determine if the user was migrated successfully Check the Meridian Mail log file View it from the Meridian Mail Tools menu Does the problem still exist If the user was migrated successfully check the CallPilot system sanity If the user was not migrated perform one of the following tasks Again collect user data from Meridian Mail after correcting the user property or any other errors depending on the CallPilot migration log information Perform the user migration again e Use CallPilot Manager to add non migrated users to the CallPilot system Refer to the CallPilot Administrator s Guide Contact your Nortel technical support representative for assistance Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Nortel CallPilot Troubleshooting Reference Gu
99. ive is disconnected e The SCSI controller is disabled in the BIOS e The tape drive SCSI ID is set to 7 Copyright 2007 Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 36 Chapter 3 Hardware troubleshooting Trouble Action RAID troubleshooting Trouble Action The system boots but emits One or more logical drives are in critical mode one of the drives beeps is in FAIL condition Rebuild the drives If the drive rebuilding is unsuccessful replace the drive The system does notdetect The RAID card can be defective Check the LEDs on the back of the RAID card the card If more than four LEDs are lit the RAID card or the PCI backplane is faulty The system detects the The logical hard drive that has the booting partition is offline or both RAID card but does not physical drives on the booting logical drive are faulty boot and attempts to boot from the network Press Ctrl M at startup to open the configuration utility e Recreate the RAID pack without initialization e Restart the server If the drives were just offline this action restores their functionality If this solution does not remedy the trouble replace the defective drives Note 1 If a drive is defective the RAID utility determines the drive condition and marks the drive as FAIL Hot swap the drive with a good one and then rebuild the drive If you suspect that a drive is
100. l Authentication Advanced Connect using Hg Intel 8255x based PCI Ethemet Adapter 10 100 This connection uses the following items Client for Microsoft Networks C Network Load Balancing 2 File and Printer Sharing for Microsoft Networks Install Uninstall Properties Transmission Control Protocol Intemet Protocol The default wide area network protocol that provides communication across diverse interconnected networks T Show icon in notification area when connected OK Cancel 10 Click Properties Result The following dialog box appears Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 66 Chapter 4 Network troubleshooting Internet Protocol TCP IP Properties e Use the Following D Preferred DNS server Alternate C 11 Click Advanced Result The following dialog box appears Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Check TCP IP configuration 67 Advanced TCP IP Settings 47 11 220 179 12 Click the DNS tab Check that the settings are correct for your private network Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 68 Chapter 4 Network troubleshooting Advanced T
101. le Hop remote control is also possible using two Remote Desktop Connections if the intermediate PC is running an operating system that includes the Remote Desktop Connections Server This method is effective and functions optimally when both sessions are not in full screen mode Refrain from maximizing the Remote Desktop windows to see them nested Transferring files in Remote Desktop Connection sessions Before a file can be transferred between a local computer the computer that is launching the Remote Desktop Connection and making the remote support connection session and the remote CallPilot server the local disk drives must be made available during the Remote Desktop Connection logon session Note Make sure the Local devices settings include the local disk drives to enable file transfer while in a Remote Desktop Connection session While in a session moving files between the local computer and the remote CallPilot server can be done within an Explorer window If the Local devices setting for disk drives was checked during the initial connection the local drives are displayed in the Other section as shown in the following example Me My Computer lol x File Edt yew Favorites Iods Hdp p3 Gr Ce a O rover OX IC Folders x Name rm Tota ms Free se Conmerts T Deskto Hard Disk Drives amp My Documents 9 Local Dsk C Local Disk 3966 1 3068 D A 3 Floppy a Local Dsk D Local Disk 29 568 24 4 GB
102. located on the card are off one of the following conditions is present bracket and visible from the back of the server e One or more connections to the switch are interrupted Check each of the three branches of the DS30 cable for faults or replace the cable e An MGate card in the switch is defective NIC LEDs Each network interface card NIC has two LEDs The upper LED shows that the network cable is connected e The lower LED blinks to indicate data transfer Power supply LEDs Each power supply has its own LED e OFF system or power supply is off or faulty e Red Amber power supply is faulty or cable is disconnected e Green power supply is working correctly and powered on Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 1005r server 43 Internal LEDs Description Information MPB96 board LEDs The three red LEDs at the top of the MPB96 board are visible through the grill at the back of the server e The PCI FPGA Done LED the closest to the card I O bracket comes on at startup and turns off immediately This indicates that the board works properly and was detected correctly by the system If this LED stays on after the startup the card is defective and must be replaced e The DSP FPGA Done LED comes on at startup and stays on until the CallPilot drivers are loaded and the diagnostic screen appears If the LED stays on a
103. lost PCI firmware This register indicates the version of the board and the type of slot in which the board is plugged 5V or 3 3V For example a typical value is 0x80000a16 which indicates that the board is plugged into a 3 3V slot slot 8 For the 5V slot type the value is 0 this indicates that the card is plugged into the wrong slot The firmware version is a16 which indicates a release 1 board DSP TA These registers have values when a target abort operation occurred on a particular DSP The DSP TA registers contain only zeroes when the card operates normally Dbg128 exe ATTENTION Risk of data loss If you use the dbg128 exe utility without fully understanding its functions you can destabilize your system and cause a system crash or data corruption Use this tool only under the supervision of the Design team Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 26 Chapter 3 Hardware troubleshooting The dbg128 exe is an extremely powerful tool designed for debugging the MPB96 board It can replace all the preceding tools and provide full control over all the MPB96 registers and memory Windows and CallPilot hardware troubleshooting Trouble symptom The system beeps but seems to be running properly and taking calls The system displays a blue screen with the following message Hardware Malfunction please contact your H W vendor
104. lugged in Ensure that the ELAN and CLAN cables are properly plugged in Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Trouble 703t server 21 Action The system starts up and immediately after the video information string displays an error message such as the following PCI vendor ID does not match the Device ID The system board displays an error message in red and does not start up This is not a critical error message In CallPilot 3 0 this trouble has been fixed by upgrading the BIOS For previous CallPilot releases ensure that the Ethernet controllers are enabled in the BIOS The error message can appear for example when one of the Ethernet controllers is disabled in the BIOS This is a Management Controller failure This failure is serious and occurs because a board in the system was replaced but the server was not shut down and unplugged You must unplug the power cord when swapping boards to avoid causing server damage When the error message appears shut down the server unplug the power cord wait for a minute and then plug the cord back in If this action does not remedy the trouble call Nortel support SCSI troubleshooting Trouble The system does not scan the Adaptec SCSI controller BIOS startup No information on the SCSI controller is displayed during startup The tape drive is detected during startup but not in the operat
105. map caching Enabled 11 Click Connect to create the remote desktop connection Result The Security Warning window appears 12 Click OK to continue Result A remote desktop session starts in a window on the client PC TE 47 1 1220 20 console Remote Desktop salaa dkt co Lota Dik ERPTIER D Lcd Di selos es otal Dele oak D salses Disk F kaes Dee SS Local Disk E Se Local Cosh D E S Mowe Bsuehopy tas Sinh Awpytld HD Contra Rone BUTS cp one E SZ ConteRassaR D amp pon nsresseepy Other Devices with Removable Storage SS Fennerassenn t SD hy nerve Placas SED on FBRASSARD L System Folder Dst from Sancte Desitop Con SEC on ABRASEAAD L System Folder Dsk from amcbe Desitop Com SRE on RERASSARD SystemFuldr Dish from manebe Desttop Con Note You can maximize the window to make it full screen The CallPilot MAS Trace Window should be visible on the task bar By default this is a private session that cannot be seen from the CallPilot local console All disk drives from the client including floppy and CD drives are mapped to the CallPilot server Files can be transferred by copying them using Windows Explorer If the RAS connection drops the Remote Desktop Connection will be disconnected You can dial back in to re establish the RAS connection Then reconnect using Remote Desktop Client You will see any windows you left open End Nortel CallPilot Troubleshooting Reference Guide NN44
106. mware to a currently supported version For information about valid RAID firmware see the 1005r Server Maintenance and Diagnostics guide By looking at the LEDs ensure the MPB96 is not faulty See MPB96 board LEDs on page e Check if the system is detected correctly in the HAL that is if the platform information file matches your system information e Ifthe platform information and the system information do not match then load the correct platform information file into the registry The MPB96 board is configured incorrectly from the clocking point of view Contact your Nortel support representative for assistance The cache bin file in the D nortel nardware dsp c52 folder is corrupted Rerun the Configuration Wizard to reflash the DSPs Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Chapter 4 Network troubleshooting In this chapter Check cabling page 59 Check end to end connectivity page 59 Check network adapters and driver installation page 59 Check TCP IP configuration page 60 Test the TCP IP page 82 Check event logs page 83 Check cabling Ensure that the link LEDs at both ends of each Ethernet cable are on If the link LEDs are not on then ensure that the cross over cables are not being used in error Try different cables if the link LEDs do not come on Use proper cables rated for at leas
107. nsaction log in the D norte MPCX migration folder on the CallPilot server e Again collect the user data from Meridian Mail after reassigning the user COS Perform the user migration again e Use CallPilot Manager to add the Note Before you migrate Meridian Mail non migrated users to the CallPilot users to CallPilot you must reassign the system Refer to the CallPilot personal COS to a dummy COS Refer to Administrator s Guide the Meridian Mail System Administration Guide NN44200 601 for information on adding and reassigning COSs CallPilot does not migrate personal COSs and users with personal COSs Note Before you recreate a user ensure that the user s DN has not already been assigned to another user CallPilot does not allow duplicate DNs Check user s mailbox number E Ifthe user has a mailbox number that is more than three digits in length go to the next step Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 148 Chapter 7 Meridian Mail to CallPilot migration troubleshooting Diagnostic steps Resolution 2 On Meridian Mail check if the user has a mailbox number that is less than three digits in length You can also check the migration transaction log file MigTransaction log in the D norte MPCX Migration folder on the CallPilot server Note CallPilot does not support mailbox numbers that are less than three dig
108. nu The Restart Other Services confirmation dialog box opens P Click Yes The IIS Admin Service restarts Q Contact your Nortel technical support representative for assistance Symptom 9 CallPilot Manager users cannot connect to the CallPilot server Diagnostic steps Resolution 1 When you try to log in to CallPilot Manager the following message appears Failed to connect to the CallPilot server Check server information and try again If this problem persists the server may be improperly configured Verify the System event log and look for the following events 3870 7023 and 7001 Verify the Application event log and look for the following events 41504 41550 and 41506 Try to log in to CallPilot Manager Does the problem still exist The System and Application log events point to a problem related to the CallPilot server name The name of your CallPilot server already exists on the network To solve this problem proceed as follows A Remove the CallPilot server from the network B Change the CallPilot server name using Configuration Wizard C Reconnect the CallPilot server to the network Contact your Nortel technical support representative for assistance Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 143 Chapter 7 Meridian Mail to CallPilot migration troubleshooting General
109. ole e Utilize the CallPilot Support Tools e Transfer files from local PC to the CallPilot server e Install a PEP Service Update that interacts with the CallPilot database Note lf the local console is already logged in it will get forcibly logged out unsaved data will be lost Your actions will not be visible on the local console Step Action 1 From the client PC start the Remote Desktop Connection for Windows Server 2003 Client Select Start Programs Remote Desktop Connection or Start Programs Accessories Communications Remote Desktop Connection Result the Remote Desktop Connection window appears 2 Enter the IP address followed by a space and the suffix console The suffix sets up a private session connected to the logical console of the CallPilot server Click Options Note For intranet or VPN connections you can use the computer name instead of an IP address Result The Options window appears Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 118 Chapter 5 Routing and remote access troubleshooting AE Remote Desktop Connection Bs General Disolay Local Resources Programs Experience m Logon settings Type the name of the computer or choose a computer from the drop down list Computer 192 168 0 1 consok User name NGenDist Password pres Domain IV
110. ollowing error message Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 146 Chapter 7 Meridian Mail to CallPilot migration troubleshooting Diagnostic steps Resolution ERROR MAPFILE 100 Map Note You must always start the directory creation error migration program from the directory D nortel MPCX Migration B Ifyou still have problems when you start the program from the correct directory check the same directory to find a file named nmmgmap dat Restore this file if it was accidentally renamed or moved to another directory Reinstall the CallPilot software if the nmmgmap dat file is missing Note The nmmgmap dat file must exist in the D norte MPCX Migration directory C If you did not find the error message provided in step 2 contact your Nortel technical support representative for assistance 3 Does the problem still exist D Contact your Nortel technical support representative for assistance Symptom 4 The automatic log file backup failed Diagnostic steps Resolution Verify the disk space A Ifyou found the error message provided 1 Open the migration transaction log Steps Ged ne Naa Space an file The migration transaction log file a hn th MigTransaction log is located in the dus migranton is located on tha D nortel MPCX Migration folder on the CallPilot server The system probably does not have enough disk spac
111. ome codes codes indicate relatively harmless failure situations that allow you to start up the CallPilot server even though the system is not fully functional unless you solve the trouble Some beep codes indicate catastrophic failures that cannot be easily resolved at the customer site For example the series of beep codes 1 3 3 1 indicates a defective or missing memory DIMM Declare the system an out of box failure OBF and return it to the channel partner Note The 201i server emits one pulse beep at startup This is a normal beep and does not indicate a system failure Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 14 Chapter 3 Hardware troubleshooting Trouble Action The HEX display is not on at startup The red light on the back of the 201i board is on The DSP card socket light is on but no DSP card is plugged in The server does not fit or seat properly into the shelf The green HEX display indicates that the system works properly and you hear the hard drive spin but no information is displayed on screen Copyright 2007 Nortel Networks The system can be in a catastrophic failure state e The power supplies have malfunctioned e The 8051 system controller failed The 8051 system controller and the HEX display work together and perform a quick system hardware test before the operating system starts up
112. on or is disconnected and reconnected from the power supply while in operation CallPilot rebooted and modem disconnected or turned off Perform the following steps to bring the modem into service Step Action 1 From the desktop right click on My Computer Manage Device Manager Result The list of devices appears 2 Locate the Modem in the list If Modems are not listed right click on the top device the computer name and select Scan for hardware changes Result The screen flashes a couple of times and the list of Modems appears 3 The TR lamp is now lit and the modem ready to accept calls End Modem disconnected or turned off while in operation Perform the following steps to bring the modem into service Step Action 1 From the desktop right click on My Computer Manage Device Manager Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Modem 91 Result The list of devices appears 2 Locate the Modem in the list If Modems are not listed a Right click on the top device the computer name and select Scan for hardware changes Result The screen flashes a couple of times and the list of Modems appears If Modems are listed b Click to expand the list This makes the connected modem visible c Right click on the active modem and select Disable driver Result The message box Disabling this d
113. onnecting the Remote Desktop Connection session 127 View or disconnect concurrent or previous stale sessions 127 Troubleshooting tips 128 Chapter 6 Application troubleshooting 131 Chapter 7 Meridian Mail to CallPilot migration troubleshoot ing 143 General 143 Symptom 1 Error reading tape during data transfer or message migration 144 Symptom 2 All users cannot be migrated due to an invalid user preferred language ID 145 Symptom 3 The system failed to create a map directory 145 Symptom 4 The automatic log file backup failed 146 Symptom 5 On a recently migrated system a user cannot log in to the mailbox or CallPilot does not recognize a user receiving an incoming call 147 Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Chapter 1 How to get help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site http www nortel com support This site provides quick access to software documentation bulletins and tools to address issues with Nortel products More specifically the site enables you to e download software documentation and product bulletins e search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues e sign up for au
114. ooting To start the Terminal services Manager select Start Programs gt Administrative Tools Terminal Services Manager Note Similar functionality is also available from the Users tab of the Task Manager Result The Terminal Services Manager window appears M cplab234a Terminal Services Manager Aciors Wiew Tools Help alata a 2 gt This computer Usate Sessions Processes ED adaz ads ROP Tcp Istener ID State E console D Adnn tater Discommected 1 Disconnected 1 09 ode ROP Tcp 19 Acrinstracce B dunsvao RDP TepHi3 0 Active 3 2004 5 28 PM Disconnected Adminstrator Fowerite servers All Leted Servars For Hef press FL Switch between the Users and Sessions tabs Troubleshooting tips Session disconnected unexpectedly If you are in a private console session and another user takes away the console either local to the server or another remote RDC session the Remote Desktop Disconnected message appears Contact the site to arrange for access or use a shared session and then message the other user through Windows Terminal Services Manager or Task Manager Cannot connect using a private session When trying to establish a private session the Server Name Specified is Invalid message appears If using an older version of Microsoft Remote Desktop Connection client upgrade to the newer Windows 2003 RDC client this document references version control 5 2 3790 0 Check the RDC cli
115. oting Description Information RAID controller LEDs BIOS beep codes started and the CallPilot diagnostic screen has appeared then the MPB96 board is defective or the DSP and NTBus drivers do not function properly e The CTbus FPGA Done LED the farthest from the card I O bracket works in tandem with the DSP FPGA Done LED and turns on and off at the same time The RAID card has one red LED and eight small LEDs on the back When the card works properly the red LED comes briefly on at startup this indicates that the card was accessed for detection At the same time all eight LEDs at the back come on and then half of them turn off and stay off Four LEDs lit at the back of the card indicate that the card works properly If all eight LEDs stay on after startup and boot the card was not detected or is defective During the power on self test POST routines performed each time that the system is powered on various errors can occur Error type Description Non fatal error Fatal error In most cases these error allow the system to continue the bootup process Error messages normally appear on the screen These errors do not allow the system to continue the bootup process The following table describes the errors communicated by beeps Beep Message count Description 1 Refresh Failure 2 Parity error The memory refresh circuitry of the processor board is faulty A parity error was detected in the
116. pe drive supports the migration tape connect the tape drive properly D Ifthe device driver is missing install it If the device driver is not started start it If you cannot start the device driver reinstall it and then restart the CallPilot server E Ifthe system still displays an error message go to the next step F Ifthe system does not display an error message then the tape is the cause of the problem Use another blank tape to collect data and then perform the migration again G Ifthe system still displays an error message the problem is on the CallPilot server Reboot the CallPilot server Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Symptom 3 The system failed to create a map directory 145 Diagnostic steps Resolution Rerun the tape on a different CallPilot server H Ifthe system does not display an error message then the tape is good and the problem is on CallPilot server Reboot the CallPilot server 9 Typethecorrectcommandinthecommand If the system still displays an error line window to start the migration If the message then the tape is the cause of situation does not allow you to do this skip the problem Use another blank tape this step to perform the data collection and then perform the migration again 1 Does the problem still exist J Contact your Nortel technical support 0 representative for assistance
117. pears 12 Click OK to continue Result A remote desktop session starts in a window on the client PC Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 122 Chapter 5 Routing and remote access troubleshooting 13 14 15 TE 47 1 1220 20 console Remote Desktop Do Et ye ramea ph wb CARPE CIE t LccsiOEt co Lord Dak selca di D toti Dik Leeson E tata Dee Se lcesibisk F kaea Dede amp Local eh Pr Devices with Removable Storage D Mowe 2 Bsieropey as Sinh cope td g n ite Dome Done S ven wenessaep 1 Other SS Fenperasseen t SED on BBRASSAAD L System Folder Dsk trom Fermcbe Desitop Conn SEC onPSRASHAD 1 System Folder Dsk hom Sancte Desktop Com SEE On RERASSARD 2 SystamFoldor Deh fram Marebe Desttop Cow Within the Remote Desktop session a Select Start Run then in the Open box type cmd and click OK b In the command prompt window type shadow 0 and press Enter Result This step puts your private session on hold and starts a shared session allowing the local and remote consoles to share view the same screens All your remote actions are visible on the local console Both the local and remote mouse and keyboard are active The screen resolution of the Remote Desktop Connection is adjusted to match the resolution of the local console The disk drives shared from the client PC are not visible afte
118. pecified in this policy the associated profile will be applied to the connection Edit Profile Unless individual access permissions are specified in the user profile this policy controls access to the network If a connection request matches the specified conditions Deny remote access permission Grant remote access permission Cancel Apply 8 Click Edit Profile Result The Edit Dial in Profile dialog box appears Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Routing and Remote Access 103 Edit Dial in Profile can be connected Session Timeout ann mis AUS 7 H ess only on these daws and 9 Click the IP tab Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 104 Chapter 5 Routing and remote access troubleshooting Edit Dial in Profile Authentication Encryption Advanced Diakin Constraints IP Multilink IP address assignment Framed 1P Address Server must supply an IP address Client may request an IP address LS SNA Aink de ata NED ste A Pb 2h AT Assign a static IP address If an IP address assignment method is specified in the user profile it overrides these settings IP filters If your remote access server is Microsoft Routing and Remote Access you can define the filter
119. r you enter the shadow 0 command The CallPilot desktop background is visible during a shared session This visibility can slow performance if you are connected over a modem You can turn off the background using Control Panel Display Desktop None Remember to set the background back to its original setting once your shared session is over Note Browse to path C windows system32 CP3BackSplashs CPBAKxxxx bmp where xxxx platform number Cancel shadowing of the CallPilot console and return to the original session Hold down the CTRL key while pressing the key on the numeric keypad Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks CallPilot support tools 123 Result The shared disk drives are again visible You can toggle back and forth using shadow 0 and CTRL num End Notes If no numeric keypad exists for example using a laptop use the Function and keys If you logout while in a shared session console shadowing ends and you revert to your initial private session The local console session logs out PEP installs and CallPilot support tools may not work properly when you are in an unshadowed session not connected to the console While in a shadow 0 session you are unable to see your local drives on the remote server If the local console is not already logged on when the shadow 0 command is used the s
120. red in onboard memory This error is followed by the card address A parity error occurred in onboard memory at an unknown address NVRAM CMOS and passwords have been cleared Power the system down and remove the jumper The CMOS is ignored and NVRAM is cleared You must enter Setup System troubleshooting Trouble symptom The system boots the fans turn at high speed but do not return to normal speed The system is extremely noisy Action Two possible causes are One or more fans are faulty and you need to replace the fan module For instructions see the 1005r Server Maintenance and Diagnostics Guide NN44200 704 e An IMM module is faulty or incorrectly programmed Reflash the system board F W with Nortel approved BMC and FRU SDR and try again If neither of the above actions resolves the problem replace the server as the IMM board is a non FRU item The system boots and beeps but there is no video In some cases a red LED appears on the front cover The system boots but a red CRT LED and an amber PWR LED appears Refer to the error and beep codes or contact Nortel at http www nortel com support One power supply is faulty or the AC cable is unplugged or faulty Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 46 Chapter 3 Hardware troubleshooting The system boots but PCI errors appear or fill the screen
121. right and view additional information Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Routing and Remote Access 101 4 Routing and Remote Access Fie Action View Help gt m xE ABe 5 Routing and Remote Access General Server Status E o cplab237a local f Remote Access Clients 1 Ports 6 Click Remote Access Policies in the left pane amp Routing and Remote Access a _ Io x Eile Action View Help e amx ge B Routing and Remote Access f Server Status fa cplab237a local RE HEC O O EE PA TPE ET he i Remote Access Clients ES Ports IP Routing General S Static Routes S Remote Access Policies i Remote Access Logging 7 Right click Connections to Microsoft Routing and Remote Access server and then click Properties on the shortcut menu Result The following dialog box appears Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 102 Chapter 5 Routing and remote access troubleshooting Connections to Microsoft Routing and Remote Access SERRE Ied Settings Connections to Microsoft Routing and Remote Acc Specify the conditions that connection requests must match Policy conditions 45 Vendor matches Add Edit Remove If connection requests match the conditions s
122. rivate network Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 70 Chapter 4 Network troubleshooting 15 Click Properties on the Options tab to display information about TCP IP filtering Check that the settings are correct for your private network Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Check TCP IP configuration 71 TCP IP Filtering Permit All Permit Onl Permit All Permit Onl TCP Ports Add Remove ol Add Remove x 16 Click Cancel to close the TCP IP filtering dialog box ocols d 17 Click Cancel to close the Advanced TCP IP Settings dialog box 18 Click the Authentication tab in the CLAN Properties dialog box Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 72 Chapter 4 Network troubleshooting L CLAN Properties General Authentication Advanced Select this option to provide authenticated network access for Ethernet networks M Enable IEEE 802 1x authentication for this network Rens sno sos sno tetes ses ssensoanseamsrmsesennpenmmmmmmmmmmmmmmmmmaesverenstestee0n 05 EAP type Smart Card or other certificate X Properties M Authenticate as computer when computer information is
123. rking properly If the HAL components are working properly one or more MPC8 cards can be defective Replace the defective MPC8 cards If your system has two MPB16 4 boards and both have the same symptoms ensure that the correct driver is installed If only one MPB16 4 board seems to be defective swap the boards If the presumed defective board works after the swapping then the PCI backplane is defective and you must replace it If the presumed defective board does not work then you must replace it The switch and the CallPilot system do not have the same ground connection Ensure that both systems are plugged into the same power outlet and connected to a single point ground reference The RAID packs are either not configured or degraded The RAID system is not operational Proceed as follows e Power down the system plug the RAID card into the next set of four PCI slots and then turn on the system If the system boots correctly to the operating system then the PCI backplane is defective and you must replace it e Power down the system open the server lid and turn on the system If more than four lights remain on the RAID controller is faulty Power down the system reseat the controller card and turn on the system If this action does not remedy the trouble then the RAID controller card is defective and you must replace it Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 1005r
124. rror occurred trying to access the hard disk controller The NVRAM Non Volatile Random Access Memory is being checked to see if it is valid The NVRAM is invalid and has been updated The NVRAM is invalid and cannot be updated An error occurred in the keyboard connection Make sure the keyboard is connected properly Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 54 Chapter 3 Hardware troubleshooting KB Interface Error Memory Size Decreased Memory Size Increased Memory Size Changed No Boot Device Available Off Board Parity Error On Board Parity Error Parity Error NVRAM CMOS PASSWORD cleared by Jumper lt CTRL_N gt Pressed System troubleshooting Trouble symptom The system boots the fans turn at high speed but do not return to normal speed The system is extremely noisy The system boots and beeps but there is no video In some cases a red LED appears on the front cover The keyboard interface test failed The memory size has decreased since the last boot If you have not removed any memory then the memory may be faulty The memory size has increased since the last boot If you have not added any memory there is a problem with the system The memory size has changed since the last boot If you did not add or remove any memory then the memory may be faulty The system did not find a device to boot from
125. ry by configuring the drives as indicated in the 1002rp Server Maintenance and Diagnostics guide without initializing the logical drives Open the Copyright 2007 Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Trouble symptom 1002rp server 33 Action The system boots to the operating system and beeps intermittently The system display information on the screen but does not boot to the operating system The startup routine stops after the RAID status is displayed the cursor blinks on the screen The system displays information on screen but does not boot to the operating system and does not detect the RAID controller card Copyright 2007 Nortel Networks Ctrl M utility at startup and ensure that the RAID setup matches the settings indicated in the 1002rp Server Maintenance and Diagnostics guide ATTENTION Do not reboot your system This symptom typically indicates a RAID problem one of the hard drives is in critical condition Rebuild the drives as soon as your system boots to the operating system If the drive rebuilding does not work then the drive is defective and must be replaced Use the Ctrl M or MegaRAID utility to remedy the trouble as indicated in the 1002rp Server Maintenance and Diagnostics guide Do not disable the alarm You can silence the alarm in the utility instead The system BIOS is configured incorr
126. s then the MPB96 board is defective or the DSP and NTBus drivers do not function properly e The CTbus FPGA Done LED the farthest from the card I O bracket works in tandem with the DSP FPGA Done LED and turns on and off at the same time 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 Record the beep code sequence before calling Nortel technical support Beep count Description 1 2 0r3 A Memory error occurred Reseat the memory or replace the DIMMs with known good modules 4 7or9 11 A fatal error occurred and indicates a possible serious system problem Remove all the add in cards and restart the system If the error still occurs contact Nortel support If the beep codes are not generated after you remove the add in cards insert the cards one ata time booting the system between each card addition until the beeps again occur to reveal the malfunctioning card 8 A problem with the onboard video card occurred indicating a fault on the server board Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks BIOS error messages 600r server 53 When a recoverable error occurs during the POST the BIOS displays an error message describing the problem BIOS error messages appear on the
127. s to apply during this connection To control the packets this interface receives Input Filters click Input Filters To control the packets this interface sends click Output Filters Output Filters 10 Click OK to close the Edit Dial in Profile dialog box 11 Right click the server name in this example cplab237a in the left pane of the Routing and Remote Access window and then click Properties on the shortcut menu Result The server properties dialog box appears Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Routing and Remote Access 105 P cplab237a local Properties Gener Routina a nd Ri mote Acces 12 Click the Security tab Verify settings Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 106 Chapter 5 Routing and remote access troubleshooting cplab237a local Properties General Security IP PPP Logging The authentication provider validates credentials for remote access clients and demand dial routers Authentication provider Windows Authentication Configure Authentication Methods The accounting provider maintains a log of connection requests and sessions Accounting provider Windows Accounting Configure The custom IPSec policy specifies a pre shared key for L2TP connect
128. sible that the language was not installed correctly Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 134 Chapter 6 Application troubleshooting Diagnostic steps Resolution Verify the new configuration continued 15 If the ASR language component was installed verify that the ASR load was flashed in the DSP Verify that the names of the ASR load for a specific language are in the flashnames dat file which can be found in the root directory of the language CD 16 Verify that the MPB cables are not J Install the cables correctly and then installed inverted on the tower and retest rack mount systems 17 Does the problem still exist K Contact your Nortel technical support representative for assistance Symptom 2 A user cannot log in to the mailbox from an external phone Diagnostic steps Resolution Verify internal access A Log in to the CallPilot Manager and 1 Check if the user can log in from an perform the following tasks internal phone e Connect to the server e Click User e Click User search Enter the search criteria for the user e Ensure that the Login status is enabled Verify user rights B Ensure that the external login for the user is enabled Refer to the h H 2 a ane user Res en eme jog CallPilot Administrator s Guide NN44200 601 3 Does the problem still exist C Contact your Nortel t
129. ss error reporting using the CallPilot image CD DVD SEL viewer tool if the system does not boot into Windows This tool reports all hardware events and saves them as a text file on a USB media Server LEDs The LEDs indicate the state of your server and can help you troubleshoot startup problems The following tables provide useful information about the external and internal LEDs Front panel LEDs LED Functional Description CRT A critical system fault is an error or event that has a fatal system impact The system cannot continue to operate MJR A major system fault is an error or event that has a discernible impact on system operation The system can continue to operate but with reduced performance or features Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 600r server 51 MNR PWR External LEDs Description MPB96 DS30 link LEDs three green LEDs located on the card bracket and visible from the back of the server NIC LEDs Power supply LED A minor system fault is an error or event that has little impact on system operation The system continues to operate A power supply fault indicates that one of the power supplies is not providing power The MJR LED is also lit Information When these LEDs are on all three DS30 connections are working properly and the cables are connected correctly If one or more LEDs are off one o
130. stem is installed from the CD ROM The CD ROM drive is not shown in the operating system Errors occur during CD ROM or tape operation Action Note The 201i server does not support this feature at this time Ensure that the most recent version of the CD ROM SCSI driver is installed on your system Newer CD ROM drives are very fast and the cables that connect them to the server can be too long The faster the SCSI CD ROM runs the shorter the cable must be The newest CallPilot SCSI drive driver is a de stroked driver which forces the SCSI drive to run more slowly and reliably with longer SCSI cables supplied by Nortel If you get random installation errors during the loading of the operating system then the SCSI driver installed on your system is not the most recent Because the SCSI cable can be plugged and unplugged from the faceplate of the 201i server the cable connector pins can get bent or pushed in Inspect the connector of the SCSI cable and ensure that all the connector pins are straight and level Ensure that the cable is properly and fully plugged in and latched to the 201i server faceplate When installing a new CD ROM or external tape drive you need to reboot the system before it recognizes the new hardware Ethernet cable troubleshooting Trouble Action The Ethernet link LEDs are not on Copyright 2007 Nortel Networks When an Ethernet cable is properly connected at both ends the link LED asso
131. t 100 Mb s for example category 5 UTP cables Check end to end connectivity Ensure that any intermediate Ethernet switches or hubs routers and firewalls are properly connected and configured Check network adapters and driver installation Step Action 1 Start the Windows Device Manager a Click Start gt Settings gt Control Panel Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 60 Chapter 4 Network troubleshooting o LLL b Double click System c Click the Hardware tab d Click Device Manager 2 Expand the Network Adapters tree by clicking the plus sign to the left of this device entry Result Two Ethernet adapters are displayed under Network Adapters 3 Right click the first network adapter and then click Properties on the shortcut menu Result The network adapter Properties dialog box appears 4 Depending on the information displayed in the Properties dialog box of the network adapter proceed as follows a If the device is disabled enable it b If the device is not working properly try reinstalling the device driver c If you are unable to reinstall the device driver a hardware problem can affect the adapter 5 Perform steps 3 and 4 for the second network adapter End Check TCP IP configuration The TCP IP communication works only if the TCP IP configuration is correct Ensure that the subnet mask
132. t the system is in a critical state The RAID beeps are high pitched and long Press Ctrl M at startup to open the MegaRAID BIOS Configuration utility and check for a faulty or disconnected drive The system also emits RAID beeps when a RAID splitting procedure is performed However these beeps do not indicate a fault condition e A continuous high pitched beep indicates a chassis condition and is usually associated with a LED lit on the front of the chassis power supply fan or over temperature If the power supply is the cause of the beep look at the back of the server and identify the defective power supply the LED is red or off The power supply can be plugged in incorrectly Unplug the power cord check the pins and plug the cord back in If the condition persists replace the power supply If a fan is defective replace it You can hot swap the fans The over temperature condition appears when both fans are faulty e Sets of 1 through 11 intermittent beeps indicate faults associated with the following hardware These are typical RAID beeps If the system does not boot one of the following conditions can be present One cable or both cables from the hard drives are disconnected or improperly connected e One or both drives are faulty In special situations the NVRAM contents and drive configuration were lost The data is still there but the system beeps and shows that both drives are faulty Perform a data recove
133. t the top of the MPB96 board are visible through the grill at the back of the server e The PCI FPGA Done LED the closest to the card I O bracket comes on at startup and turns off immediately This indicates that the board works properly and was detected correctly by the system If this LED stays on after the startup the card is defective and must be replaced e The DSP FPGA Done LED comes on at startup and stays on until the CallPilot drivers are loaded and the diagnostic screen is displayed If the LED stays on after the operating system has Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 18 Chapter 3 Hardware troubleshooting Information Description started and the CallPilot diagnostic screen has appeared then the MPB96 board is defective or the DSP and NTBus drivers do not function properly e The CTbus FPGA Done LED the farthest from the card I O bracket works in tandem with the DSP FPGA Done LED and turns on and off at the same time RAID controller LEDs The RAID controller has one red LED and eight small LEDs at the back When the card works properly the red LED comes briefly on at startup indicating that the card was accessed for detection At the same time all eight LEDs at the back of the card come on and then half of them turn off and stay off Four lit LEDs at the back of the card indicate that the card works properly If all
134. the client When complete the Welcome window appears 2 Click Next to install Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Enable remote desktop feature and set policy on host 113 Result The End User License Agreement window appears Accept the terms of the agreement and click on Next Result The Customer Information screen appears Type in your user name organization and click the Anyone who Uses this Computer button Then click Next Result The Ready to Install the Program screen appears Click Install Result The Installing Remote Desktop Connection screen appears A status bar shows installation progress Once the installation is complete the Install Shield Wizard Complete screen appears Click Finish to exit the install wizard End Enable remote desktop feature and set policy on host CallPilot server comes with the Remote Desktop server enabled and configured for use by default If necessary remote desktop access can be enabled or disabled as follows Step Action 1 From the CallPilot server desktop right click My Computer then choose Properties and click on the Remote tab Result The System Properties screen appears Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 114 Chapter 5 Routing and remote access troubleshoo
135. the PCI raiser assembly is plugged in correctly aligned and firmly pressed into the slot You must complete the reseating with the server out of the rack and on a solid surface Check if any or all of the drives are offline Re create or repair the RAID packs The RAID is split or one of the drives is faulty or offline Replace or rebuild the drive No action is required if this is due to a voluntary RAID split The RAID card settings are incorrect The coercion algorithm is not set to 1 GB ATTENTION You must complete a full system rebuild to reconfigure the RAID cards to the correct coercion algorithm The hard drive is faulty Check the driver version or the power console version Do not use the power console to bring both drives offline Use the Ctrl M utility If you disable both hard drives while in Windows the system crashes Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 600r server 57 Dongle troubleshooting Trouble Action The dongle is plugged into the USB slot and is detected in the device manager but CallPilot does not recognize it The dongle is plugged into USB slot 0 but is not visible in the device manager CallPilot also does not detect it Ensure the dongle is in USB slot 0 and not in slot 1 or 2 The dongle holder is not plugged in correctly or it is defective Replace it and keep the
136. ting System Properties 2 Ed General Computer Name Hardware Advanced Automatic Updates Select the ways that this computer can be used fram another location r Remote Assistance B Tum on Remote Assistance and allow invitations to be sent from this computer Learn more about Remote Assistance Advanced M Remote Desktop Alo users to connect remotely to this computer Full computer name CALLPILOT Leam more about Remote Desktop Select Remote Users 2 Ensure the Allow users to connect remotely to this computer option is selected Click OK to close the window 3 Open the Group Policy Snap in to choose from the five options available for remote control settings Open a command prompt window by clicking Start Run Result The Open window appears 4 Type gpedit msc and click OK or press Enter Result The Group Policy Object Editor window appears Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Ta Group Policy object tdtor Ee SNS ey ea gt bin s amp 2 Establish a RAS connection 115 Local Computer Policy 5 wa Computer Configuration 5 3 Software Settngs H E Windows Settinas 5 Administrative Tempiates 5 Windows Components C Netmeeting O trterret Explorer U Application Compati E interet rformatio E Task Scheduer Sy Terminal Services I Ghent Serve
137. ting and remote access troubleshooting Host Properties CallPilot Support E x Connection Info Settings Callers Secunty Options Conference Comments Protect Item Connection options Session options Keyboard mouse active during session Host and Remote T fEl Disconnect if timeout e Disconnect if inactive J Blank PC sereen after connectior Timeout fas a minutes Login options F Encryption IV Make passwords case sensitive Level Symmetric 4 IV Limit login attempts per call M Deny lower encryption level Maximum j Encrypt user ID and password only Private key container M Limit time to complete login y Timeout g minutes Certificate common name Public Key Encryption Wizard 6 Click Close and then close the Symantec pcAnywhere window End Microsoft Remote Desktop Connection RDC The Remote Desktop Client software is installed by default on Windows XP Professional and on Windows Server 2003 However the version for Windows Server 2003 is slightly different from the Windows XP version Obtain the Windows Server 2003 version of the Remote Desktop Connection Client from the Microsoft Web site Installing RDC RDC can be installed on client PCs running Windows 95 Windows 98 Windows ME Windows NT 4 Windows 2000 or Windows XP using the following procedure Step Action 1 Run the executable msrdpcli exe Result InstallShield scans the computer to prepare installing
138. tomatic notification of new software and documentation for Nortel equipment open and manage technical support cases Getting Help over the phone from a Nortel Solutions Center If you don t find the information you require on the Nortel Technical Support Web site and 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 http www nortel com callus Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 10 Chapter 1 How to get help Getting Help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers you can use an 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 http 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 Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks Chapter 2 Overview In this chapter General pag
139. unctional e If the system does not boot correctly replace the PCI backplane Note Each set of four slots is controlled by a different PCI bridge When you move the RAID card to the next set of four PCI slots you try to determine if the PCI bridge that controls the set of four PCI slots in which the card was initially installed is defective The Y cable is connected incorrectly or is not the cable that Nortel shipped with the system The Y cable can also be plugged in improperly This symptom can indicate a multimedia card failure or a software failure Check for multimedia card errors on the diagnostic screen that appears immediately after the system is rebooted If the multimedia card functions properly then investigate the software area check the Event Viewer for information on software failures The jumpers of the SCSI drive backplane are installed Remove the jumpers The displayed SCSI IDs must be from 0 to 2 on both channels The SCSI cables that connect the RAID controller card and the SCSI drive backplane are inverted Power down the system and reconnect the cables so that they match the channels as indicated in the 1002rp Server Maintenance and Diagnostics guide The RAID controller performs channel roaming without losing data Copyright 2007 Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 1002rp server 35 Trouble symptom Action The
140. upernode 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 CRYSTAL REPORTS is a trademark of Seagate Software Inc EUDORA and QUALCOMM are trademarks of Qualcomm Inc 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 WINDOWS NT and WINDOWS SERVER are trademarks of Microsoft Corporation GROUPWISE and NOVELL are trademarks of Novell Inc INTEL is a trademark of Intel Corporation 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 PCANYWHERE are trademarks of Symantec Corporation QUICKTIME is a trademark of Apple Computer Inc RADISYS is a trademark of Radisys Corporation ROLM is a trademark of Siemens ROLM Communications Inc SLR4 SLR5 and TANDBERG are trademarks of Tandberg Data ASA SONY is a trademark of Sony Corporation SYBASE is a trademark of Sybase Inc T
141. video monitor Refer to the following table for a description of the messages Error message Description GA20 Error Pri Master HDD Error Pri Slave HDD Error ATAPI Incompatible Drive e Pri Master Drive e Pri Slave Drive A Drive Error CMOS Battery Low CMOS Display Type Wron CMOS Checksum Bad CMOS Settings Wrong CMOS Date Time Not Set DMA Error FDC Failure HDC Failure Checking NVRAM Update OK Updated Failed Keyboard Error An error occurred with Gate A20 when switching to protected mode during the memory test The system could not read the sector from the corresponding drive The corresponding drive is not an ATAPI Advanced Technology Attachment Packet Interface device Run Setup to make sure the device is selected correctly No response from the disk drive The battery is losing power Replace the battery soon The display type is different from that stored in CMOS Check Setup to make sure the type is correct The CMOS checksum is incorrect CMOS memory can be corrupted Run Setup to reset the values The CMOS values are not the same as the last boot Either these values are corrupted or the battery failed The time or date values stored in CMOS are invalid Run Setup to set the correct values An error occurred during the read write test of the DMA Direct Memory Access controller An FDC Failure error occurred while trying to access the diskette drive controller An e
142. y Monitor Copyright 2007 Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 MPB96 board troubleshooting 25 S 4 Select the board number that is the slot in which the board is installed for example 4 for a 703t system connected to a Meridian 1 switch 5 Select option 5 500 ms polling time Result The system launches the nbhaltswmon exe utility and displays a screen containing all the MPB96 registers The status of the registers indicates the status of the card You can interpret the card status by reading the bit significance in the MPB96 Unified document The following examples illustrate the interpretation of register status End Register Remarks Link in Link out If all the parameters are set to 0 then no connection is made in the time switch memory PLL control If the value displayed ends with 311 or 226 the board is configured as slave that is it takes Voice bus clocking from a card configured as master If any other value is displayed then the board is configured incorrectly PLL status The typical value for a working system is 0x40077003 For example if the value starts with 0x402xxxxx then a target abort operation occurred on the PCI bus The card does not work properly If the values of the last four digits change check the green LEDs on the back of the card The changing values indicate that the DS30 connection is not stable or was
143. ystem returns the following error within the Command prompt window Remote Control Failed Error 7050 Error 7050 The requested session cannot be controlled remotely This may be because the session is disconnected or does not currently have a user logged on You can still connect to the console session by logging out from your RDC session then reconnecting using the console option CallPilot support tools Certain support tools and operations including PEP installs only work properly when run from the logical console MMFS and database operations can only be done from the logical console session These tools must be run using either a private session connected to the console or by using a shared session Once you cancel console shadowing support tool operations may not work unless you re shadow If you wish to use support tools without the customer being able to see on the console use a private session This private session logs out any local user You can start and stop Remote Desktop sessions without dropping the RAS dial up connection Note PEP installs that perform database or MMFS operations may also require use of a session connected to the console Nortel CallPilot Troubleshooting Reference Guide NN44200 700 01 05 Standard 5 0 26 June 2007 Copyright 2007 Nortel Networks 124 Chapter 5 Routing and remote access troubleshooting L LL _ _ _ There is no way to send the CTRL ALT DEL key combination If you n

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