Nortel Networks BM450 To use the Knowledge and Solution Engine, Useful Troubleshooting Links

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86 Chapter 10 Useful Troubleshooting Links

To use the Knowledge and Solution Engine

1Go to the Nortel Web site: www.nortel.com

2Log in using user name and password.

3Select SUPPORT & TRAINING.

4Select ONLINE SELF-SERVICE, and then select Knowledge Base.

The Online Self-Service page appears and shows the Knowledge and Solution Engine. For information on performing your search, click the Search Tips link.

To view an interactive tutorial for the Knowledge and Solution Engine, go to the Help & Contact section, click the Help Using This Site link and then scroll to find the Knowledge Base tutorial.

5Enter your problem statement or question in the text box. Ensure that you leave spaces between the words in the statement or question.

6From the ALL TYPES drop-down list, select the document type you would like to search against. The default is ALL TYPES, which searches on all available documents (bulletins, documentation, services requests, software, and solutions).

7Click > (the arrow adjacent to the text box) or press Enter to start your search. The page reloads and provides the option to narrow your search by product family.

NN40160-700

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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 Audience IntroductionPurpose OrganizationList of acronyms AcronymsIntroduction Acronym DescriptionIntroduction List of acronyms Symbols and conventions used in this guide Related publications Introduction NN40160-700 Network configuration Initial TroubleshootingProper installation and routine maintenance NavigationNormal behavior on your network Device configuration informationInitial Troubleshooting Logical connectionsInitial Troubleshooting Initial Troubleshooting NN40160-700 Check the power source Hardware TroubleshootingTroubleshooting the BCM450 hardware 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 Verify the keycodes Software TroubleshootingVerify the software version Check the programming of lines and phonesTo check line programming Software TroubleshootingCheck line programming Trunk/Line dataSoftware Troubleshooting Trunk/Line Data main panel Sheet 2 Software Troubleshooting Trunk/Line Data main panel Sheet 3 PropertiesDia l mode Properties line settings Sheet 1Trunk 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 opensViewing the inventory of BCM450 software Obtaining software updatesVerify the software inventory 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 Downloading software from the BCM450 webpage Application User Administrator User ApplicationsDownloading Software 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 Troubleshooting Tools Command Line InterfaceAccessing the CLI UtilitiesUsing the Configuration CLI Accessing the CLI through a serial connectionAccessing the CLI through the OAM port Using the Maintenance CLI Reporting for dropped calls Alarms, logs, and trapsUnderstanding system messages To set Release ReasonsUnderstanding system messages Release reasons Using the Knowledge and Solution Engine Useful Troubleshooting LinksKnowledge and Solution Engine Partner BulletinsTo use the Knowledge and Solution Engine Useful Troubleshooting LinksTo perform a backup Frequently Asked QuestionsBackup, restore, and reset operations 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 How do I recover a lost password for the BCM450? Password protectionCompleting a warm or cold reset Recovering a lost passwordTo view an alarm Fault managementHow do I view Alarms? Can I acknowledge and clear them? System and status information To acknowledge an alarmUsing the Element Manager to transfer log files 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 show specific process states? How do I find the BCM450 system health?Viewing the system health Viewing specific process statesHow do find the BCM450 System ID and Serial Number? Connectivity problemsVerify the current software revision Viewing the system ID and serial numberIP addresses What is an Ethernet loop, and how do I avoid creating one?What are the default IP addresses of the BCM450 ports? 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