Nortel Networks BM450 manual Useful Troubleshooting Links, Partner Bulletins

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Chapter 10

Useful Troubleshooting Links

Use the information in this chapter to find additional reference information when you are troubleshooting a problem with the BCM450 system. As part of your initial troubleshooting, Nortel recommends that you check these resources for information about known issues and for solutions related to the problem you are experiencing.

Navigation

•Partner Bulletins on page 85

•Knowledge and Solution Engine on page 85

Partner Bulletins

To locate Partner Bulletins, visit the Nortel Partner Information Center:

http://www.nortel.com/pic

Knowledge and Solution Engine

The Knowledge and Solution Engine allows you to search an entire database of Nortel technical documents, troubleshooting solutions, software, and technical bulletins.

The document types available from the Knowledge and Solution Engine include the following:

•Bulletins: Includes a listing of technical bulletins.

•Documentation: Includes all technical documentation written for Nortel

•products (such as installation guides, administration guides, release

•notes).

•Service Requests: Includes technical support cases created within the past year. The availability of service requests is based on your customer entitlement.

•Software: Includes software patches and software releases.

•Solutions: Includes troubleshooting solutions written by the Nortel Technical Support team.

When searching through the Knowledge and Solution Engine, enter a natural language query (that is, a query in the form of a statement or a question).

Using the Knowledge and Solution Engine

Use the following procedure to access the Knowledge and Solution Engine.

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 functionsTo verify the keycodes using Element Manager Check the wiring connectionsVerify the keycodes Restart or shut down the system To verify the keycodes using TelsetTo restart the system Reset functionsFunction Description Impact Hardware reset functions Power on self testViewing the Post log file Example Bootloader.log file with no errors Testing basic hardware functionalityTo troubleshoot the main unit To test the main unitTo test the expansion unit To troubleshoot the expansion unit Testing an MBMTroubleshooting the FEM Determining why an MBM does not appear in Element ManagerTo determine why the ATA 2 does not function To check the ATA2 wiring To determine why there is no dial tone at the ATA2Reset to factory settings Reset levels To perform a Level 1 reset configuration reset Monitoring the boot processTo perform a Level 2 reset software 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 fromSignaling Software Troubleshooting Properties line settings Sheet 2Preferences Auto privacy Preferences details fields for lines Sheet 1Answer mode Restrictions RestrictionsRestoring system data To restore data from an archiveAssigned DNs 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 Troubleshooting example Advanced TroubleshootingExample 1 Cannot dial out from an analog trunk 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 Service Management Troubleshooting ToolsStatus and Metrics Accessing the CLI Command Line InterfaceTroubleshooting Tools UtilitiesAccessing the CLI through the OAM port Accessing the CLI through a serial connectionUsing the Configuration CLI 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?To restore data from the BCM450 How do I restore the BCM450 from a previous backup?Frequently Asked Questions Completing a warm or cold reset Password protectionHow do I recover a lost password for the BCM450? Recovering a lost passwordHow do I view Alarms? Can I acknowledge and clear them? Fault managementTo view an alarm 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 SupportGetting Help from the Nortel Web site Getting help over the phone from a Nortel Solutions CenterContacting Technical Support Getting help through a Nortel distributor or reseller Contacting Technical Support NN40160-700