Nortel Networks BM450 manual Getting help through a Nortel distributor or reseller

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Chapter 12 Contacting Technical Support 101

Getting help from a specialist by using an Express Routing Code

To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to:

www.nortel.com/erc

Getting help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller.

BCM450 Troubleshooting Guide

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Contents BCM450 Troubleshooting Guide Copyright 2008 Nortel Networks, All Rights Reserved Task List BCM450 Troubleshooting GuideNN40160-700 Task ListContents Contents Chapter Advanced TroubleshootingChapter Understanding system messages Chapter Contacting Technical Support Purpose IntroductionAudience OrganizationIntroduction AcronymsList of acronyms Acronym DescriptionIntroduction List of acronyms Symbols and conventions used in this guide Related publications Introduction NN40160-700 Proper installation and routine maintenance Initial TroubleshootingNetwork configuration NavigationInitial Troubleshooting Device configuration informationNormal behavior on your network Logical connectionsInitial Troubleshooting Initial Troubleshooting NN40160-700 Troubleshooting the BCM450 hardware Hardware TroubleshootingCheck the power source Check LED indicatorsSystem status LEDs states and descriptions Hardware TroubleshootingStatus Description LAN port LED locationsMBM LED descriptions Power Status DescriptionStatus Descriptions DTM LED functionsVerify the keycodes Check the wiring connectionsTo verify the keycodes using Element Manager Restart or shut down the system To verify the keycodes using TelsetFunction Description Impact Reset functionsTo restart the system Viewing the Post log file Power on self testHardware reset functions Example Bootloader.log file with no errors Testing basic hardware functionalityTo test the expansion unit To test the main unitTo troubleshoot the main unit To troubleshoot the expansion unit Testing an MBMTo determine why the ATA 2 does not function Determining why an MBM does not appear in Element ManagerTroubleshooting the FEM Reset to factory settings To determine why there is no dial tone at the ATA2To check the ATA2 wiring Reset levels To perform a Level 2 reset software reset Monitoring the boot processTo perform a Level 1 reset configuration reset Hardware Troubleshooting Boot process with failed or missing memory Verify the software version Software TroubleshootingVerify the keycodes Check the programming of lines and phonesCheck line programming Software TroubleshootingTo check line programming Trunk/Line dataSoftware Troubleshooting Trunk/Line Data main panel Sheet 2 Properties Software Troubleshooting Trunk/Line Data main panel Sheet 3Trunk mode Properties line settings Sheet 1Dia l mode Line must be equipped with disconnect supervision fromPreferences Software Troubleshooting Properties line settings Sheet 2Signaling Auto privacy Preferences details fields for lines Sheet 1Answer mode Restrictions RestrictionsAssigned DNs To restore data from an archiveRestoring system data Select Components to Restore panel opens To restore the factory configurationVerify the software inventory Obtaining software updatesViewing the inventory of BCM450 software To view the BCM450 software inventoryTo obtain updates from the Nortel Technical Support Web Software Troubleshooting NN40160-700 Example 1 Cannot dial out from an analog trunk Advanced TroubleshootingTroubleshooting example Advanced Troubleshooting Example 2 Cannot dial out from a SIP or H323 VoIP trunk Advanced Troubleshooting Advanced Troubleshooting Advanced Troubleshooting Advanced Troubleshooting Example 3 IP set is not registering with the BCM450 Troubleshooting example 3b Troubleshooting example 3aAdvanced Troubleshooting Example 5 Cannot dial out from digital trunk Troubleshooting example Advanced Troubleshooting Advanced Troubleshooting Advanced Troubleshooting Advanced Troubleshooting Troubleshooting example Select Configuration Resources Telephony Resources System is not processing calls Recovery treesStart-up profile fails Recovery treesStart-up profile fails Cannot access BCM450 through Element ManagerCannot access BCM450 through Element Manager NN40160-700 BCM450 shuts down unexpectedly Unexpected shutdown BCM450 Troubleshooting GuideRecovery trees NN40160-700 Downloading Software Application User Administrator User ApplicationsDownloading software from the BCM450 webpage Applications available on BCM450 webDownloading Software Applications available on BCM450 web To download software from the BCM450 webpageDownloading Software Downloading software from the Nortel web siteDownloading Software NN40160-700 Status and Metrics Troubleshooting ToolsService Management Accessing the CLI Command Line InterfaceTroubleshooting Tools UtilitiesUsing the Configuration CLI Accessing the CLI through a serial connectionAccessing the CLI through the OAM port Using the Maintenance CLI Understanding system messages Alarms, logs, and trapsReporting for dropped calls To set Release ReasonsUnderstanding system messages Release reasons Knowledge and Solution Engine Useful Troubleshooting LinksUsing the Knowledge and Solution Engine Partner BulletinsUseful Troubleshooting Links To use the Knowledge and Solution EngineBackup, restore, and reset operations Frequently Asked QuestionsTo perform a backup How do I back up the database?Frequently Asked Questions How do I restore the BCM450 from a previous backup?To restore data from the BCM450 Completing a warm or cold reset Password protectionHow do I recover a lost password for the BCM450? Recovering a lost passwordTo view an alarm Fault managementHow do I view Alarms? Can I acknowledge and clear them? Using the Element Manager to transfer log files To acknowledge an alarmSystem and status information How do I capture the logs from the BCM450?Using the BCM450 Web Page to transfer log files Capturing the current configuration How do I capture the current BCM450 configuration?Viewing the system health How do I find the BCM450 system health?How do I show specific process states? Viewing specific process statesVerify the current software revision Connectivity problemsHow do find the BCM450 System ID and Serial Number? Viewing the system ID and serial numberWhat are the default IP addresses of the BCM450 ports? What is an Ethernet loop, and how do I avoid creating one?IP addresses Can I modify the IP address of the OAM port?Frequently Asked Questions Frequently Asked Questions NN40160-700 Gathering critical information Contacting Technical SupportContacting Technical Support Getting help over the phone from a Nortel Solutions CenterGetting Help from the Nortel Web site Getting help through a Nortel distributor or reseller Contacting Technical Support NN40160-700