Nortel Networks BM450 manual Chapter Contacting Technical Support

Page 8

8Contents

Chapter 12

Contacting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Gathering critical information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Getting Help from the Nortel Web site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Getting help over the phone from a Nortel Solutions Center . . . . . . . . . . . . . . . . . . . 100 Getting help from a specialist by using an Express Routing Code . . . . . . . . . . . . . . 101 Getting help through a Nortel distributor or reseller . . . . . . . . . . . . . . . . . . . . . . . . . . 101

NN40160-700

Image 8

Contents BCM450 Troubleshooting Guide Copyright 2008 Nortel Networks, All Rights Reserved BCM450 Troubleshooting Guide Task ListTask List NN40160-700Contents Chapter Advanced Troubleshooting ContentsChapter Understanding system messages Chapter Contacting Technical Support Introduction PurposeAudience OrganizationAcronyms IntroductionList of acronyms Acronym DescriptionIntroduction List of acronyms Symbols and conventions used in this guide Related publications Introduction NN40160-700 Initial Troubleshooting Proper installation and routine maintenanceNetwork configuration NavigationDevice configuration information Initial TroubleshootingNormal behavior on your network Logical connectionsInitial Troubleshooting Initial Troubleshooting NN40160-700 Hardware Troubleshooting Troubleshooting the BCM450 hardwareCheck the power source Check LED indicatorsHardware Troubleshooting System status LEDs states and descriptionsLAN port LED locations Status DescriptionPower Status Description MBM LED descriptionsDTM LED functions Status DescriptionsVerify the keycodes Check the wiring connectionsTo verify the keycodes using Element Manager To verify the keycodes using Telset Restart or shut down the systemFunction Description Impact Reset functionsTo restart the system Viewing the Post log file Power on self testHardware reset functions Testing basic hardware functionality Example Bootloader.log file with no errorsTo test the expansion unit To test the main unitTo troubleshoot the main unit Testing an MBM To troubleshoot the expansion unitTo 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 Software Troubleshooting Verify the software versionVerify the keycodes Check the programming of lines and phonesSoftware Troubleshooting Check line programmingTo check line programming Trunk/Line dataSoftware Troubleshooting Trunk/Line Data main panel Sheet 2 Software Troubleshooting Trunk/Line Data main panel Sheet 3 PropertiesProperties line settings Sheet 1 Trunk modeDia l mode Line must be equipped with disconnect supervision fromPreferences Software Troubleshooting Properties line settings Sheet 2Signaling Preferences details fields for lines Sheet 1 Auto privacyAnswer mode Restrictions RestrictionsAssigned DNs To restore data from an archiveRestoring system data To restore the factory configuration Select Components to Restore panel opensObtaining software updates Verify the software inventoryViewing 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 3a Troubleshooting example 3bAdvanced 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 Recovery trees System is not processing callsRecovery trees Start-up profile failsCannot access BCM450 through Element Manager Start-up profile failsCannot access BCM450 through Element Manager NN40160-700 Unexpected shutdown BCM450 Troubleshooting Guide BCM450 shuts down unexpectedlyRecovery trees NN40160-700 Application User Administrator User Applications Downloading SoftwareDownloading software from the BCM450 webpage Applications available on BCM450 webTo download software from the BCM450 webpage Downloading Software Applications available on BCM450 webDownloading software from the Nortel web site Downloading SoftwareDownloading Software NN40160-700 Status and Metrics Troubleshooting ToolsService Management Command Line Interface Accessing the CLITroubleshooting Tools UtilitiesUsing the Configuration CLI Accessing the CLI through a serial connectionAccessing the CLI through the OAM port Using the Maintenance CLI Alarms, logs, and traps Understanding system messagesReporting for dropped calls To set Release ReasonsUnderstanding system messages Release reasons Useful Troubleshooting Links Knowledge and Solution EngineUsing the Knowledge and Solution Engine Partner BulletinsTo use the Knowledge and Solution Engine Useful Troubleshooting LinksFrequently Asked Questions Backup, restore, and reset operationsTo 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 Password protection Completing a warm or cold resetHow 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? To acknowledge an alarm Using the Element Manager to transfer log filesSystem and status information How do I capture the logs from the BCM450?Using the BCM450 Web Page to transfer log files How do I capture the current BCM450 configuration? Capturing the current configurationHow do I find the BCM450 system health? Viewing the system healthHow do I show specific process states? Viewing specific process statesConnectivity problems Verify the current software revisionHow do find the BCM450 System ID and Serial Number? Viewing the system ID and serial numberWhat is an Ethernet loop, and how do I avoid creating one? What are the default IP addresses of the BCM450 ports?IP addresses Can I modify the IP address of the OAM port?Frequently Asked Questions Frequently Asked Questions NN40160-700 Contacting Technical Support Gathering critical informationContacting 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