Interphase Tech 5536 Troubleshooting

Troubleshooting 8

Overview

This chapter provides possible solutions for common problems you might encounter while installing and operating your communications controller. Before proceeding with troubleshooting, make sure you have carefully followed the steps for installing and setting up the hardware and software, and have rebooted the system. Also, check the system log to determine what kind of errors, if any, are being recorded.

If the information in this chapter does not resolve the problem, contact Interphase Technical Support at one of the locations listed in the Assistance section at the front of this Users Guide.

5536 PRI RAS Communications Controller Users Guide

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Contents

ENTIA™ 5536 DM PRI RAS Communications Controller Users Guide NOTE Copyright Notice Disclaimer Trademark Acknowledgments Assistance Product Purchased from Reseller Product Purchased Directly from Interphase Corporation United States: Europe: Safety Precautions Do Not Substitute Parts or Modify Equipment Ground the Instrument Do Not Operate in an Explosive Atmosphere Keep away from Live Circuits WARNING Telephone Wiring Warnings Observe Dangerous Procedure Warnings Page END-USERLICENSE AGREEMENT FOR INTERPHASE CORPORATION SOFTWARE IMPORTANT NOTICE TO USER–READCAREFULLY Page Page Contents CHAPTER Connecting to the Line Installing the Software CHAPTER 5 Setting Up WAN Firmware and Hardware CHAPTER 6 Setting Up Calls CHAPTER 7 Managing Serial Driver COM Ports Troubleshooting APPENDIX A Digital Modem Monitor Utility APPENDIX B APPENDIX C LoopTest Utility APPENDIX D Line Test Utility APPENDIX E APPENDIX F Quick Reference of Common Tasks APPENDIX G ISDN Technology Overview APPENDIX H Using This Guide CAUTION Text Conventions bold Courier cd /usr/tmp Return /bin/su is the same as: Documentation Updates Telecom Solutions Enterprise Solutions ENTIA Remote Access User Guides Driver Updates Introduction Page Figure 1-1. 5536-DMRAS Communications Controller Hardware Overview Page Drivers Utilities RAS Management Tool RAS Support Overview Figure 1-2.RAS Features SecurID Support Overview Figure 1-3.SecurID configuration Figure 1-4.DialUp Dialog Box for SecurID Connection Minimum System Requirements Page Page Installing the Hardware Inspecting the Board Installing the Board Figure 2-1.Unplugging the Computer Figure 2-2.Removing the Computer Cover Figure 2-3.Removing the Expansion Plate Figure 2-4.Inserting the Board Connecting to an MVIP Bus MVIP Electrical Termination Requirements Configuring MVIP Electrical Termination Modem Connection LEDs Completing the MVIP Bus Connection Page Connecting to the Line Connection Methods Connecting Directly to the Line Connecting Through an External CSU to the Line Figure 3-3.DS1 Connection Through an External CSU disconnecting T1/PRI Cabling Requirements T1 Link Requirements Connection Method E1/PRI Cabling Requirements E1 Link Requirements Connector Pinouts Figure 3-5.Faceplate and Connector Pinouts Connecting to the Network Page Software Page Installing the Drivers Adapters Figure 4-1.Network Adapters Dialog Box Figure 4-2.Network Adapters List 3.Click Have Disk Figure 4-3.Insert Disk Dialog Box Figure 4-4.Select OEM Option Dialog Box first second Figure 4-5.Base Driver Installation Copy To Continue Setting Up Card and Port Properties Figure 4-6.WAN Adapters Setup Dialog Box Enabling the MVIP Bus Connection Configuring ISDN Port Properties Figure 4-8.ISDN PRI Port Properties Configuring Digital Modem Port Properties Completing the WAN Setup Figure 4-11.RAS Support General Properties Dialog Box Page is not installed installed is installed invoked Figure 4-12.Windows NT Setup Message Setting Up Channels as RAS Ports Figure 4-13.Add RAS Device Dialog Box Figure 4-14.Remote Access Setup Dialog Box Figure 4-15.Configure Port Usage Dialog Box Clone Figure 4-16.Network Configuration Dialog Box Enable Multilink Help Network Adapters Installing the Remote Access Manager Suite NOTES Next Yes Next Cancel Log to RPMSESS.LOG file Log using ODBC datasource No, I will restart later Page Completing the Software Installation Figure 4-17.Network Adapter Drivers List Close Yes Page Removing the Drivers Adapters Figure 4-18.Removing a RAS Support Driver Remove Figure 4-19.Base Driver Removal Dialog Box a.Click Continue Figure 4-20.Removal Confirmation Message Add/Remove Programs Install/Uninstall Page Setting Up WAN Firmware and Hardware Starting the WAN Adapters Setup Utility Settings WAN Setup Programs Interphase WAN Adapters Figure 5-1.WAN Adapters Setup Dialog Box Firmware Cards Firmware Management LED Color General Firmware Individual Protocol LEDs Red Page Hardware Management Setting Up Card Properties Enabling or Disabling the MVIP Bus Connection Assigning Serial Driver COM Ports to Digital Modems First Port Setting Up ISDN Port Properties Configuring the Switch Type Editing DS1 Properties Figure 5-4.DS1 Properties Selecting the CRC Type Configuring the CSU Option Description Activate the CSU Setting Up Digital Modem Port Properties Figure 5-5.Digital Modem Port Selection Figure 5-6.Digital Modems Properties Dialog Box Saving WAN Setup Properties Apply Load Stop e.Select Virtual Motion RAS Port Manager and click Start Setting Up Calls Setting Up RAS Port Designations Remote Access Service Figure 6-1.Add RAS Device Dialog Box Figure 6-2.Remote Access Setup Dialog Box Figure 6-3.Configure Port Usage Dialog Box Page Removing RAS Port Designations Setting Up General RAS Support Properties Figure 6-4.RAS Support General Dialog Box Use this Parameter.. To do the following Adapter Idle Timeout WAN Setting Up Filters for Incoming Calls Interphase 553x ISDN RAS Support Incoming Filter Figure 6-5.RAS Support Incoming Filter Dialog Box Adding an Incoming Call Number Replacing an Incoming Call Number Moving an Incoming Call Number Up or Down Removing an Incoming Call Number Activating Incoming Filter Settings Figure 6-6.Call Setup Dialog Box Call Setup Display Columns Channel Type Local subscriber number Call Setup Fields Field Subscriber Number NOTE: Modem Saving Call Setup Properties RAS Management Asynchronous Application Management Managing Serial Driver COM Ports Setting Up Serial Driver COM Ports Declaring Serial Driver Modems in Windows NT Modems Interphase Interphase Digital Modem Finish Figure 7-1.List of Modems Installed Dialing Properties Verifying COM Ports Accessories HyperTerminal Figure 7-2.Choosing the COM Port to Verify OK Enter Figure 7-3.Correct Connection Status on HyperTerminal Page Troubleshooting T1/PRI Interface LED Color State must be LED1 LED2 LED3 LED4 E1/PRI Interface With CRC4 E1/PRI Interface Without CRC4 Page Problems and Possible Solutions Problem Possible Solution(s) The card is not detected during LoopTest failed ISDN RAS Dial out failed Configure.) Network Digital Modem RAS Dial-out failed Configure ISDN remote station failed to connect to the RAS Server Use Remote Access Admin from Windows NT PSTN remote Administrative Tools Call Manager Control Panel Multilink is not Enable Multilink enabled in the RAS phonebook Configure Remote station failed to connect to the RAS Server when SecurID support is active (continued) Digital Modem Monitor Utility Viewing Digital Modem Monitor Information Display Figure A-2.Digital Modem Monitor Status Bar Selecting Digital Modem Monitor Options Options Display Options Page Timer Options Displaying Connection Properties Figure A-5.Example of Connection Properties Using the SynWatchUtility B Starting SynWatch SynWatch Figure B-1.Main SynWatch Dialog Box First level Second level Third level Fourth level Watching ISDN Ports and Channels Figure B-2.ISDN D Channel Watch Modes Figure B-3.ISDN B Channel Watch Modes Watching ISDN PRI Layer 1 Alarms Watch Layer 1 alarms Changing Watch Parameters Figure B-4.Channel Watch Settings Size of a watched frame Raw data Changing Fonts Used for Display Text Changing Fonts Used for PRI Alarm Text PRI alarms Color Figure B-6.Channel Color Settings Modifying Event Buffer Parameters Figure B-7.SynWatch Buffer Settings Buffer Type Stop when full Circular Saving and Editing Frames Save Page LoopTest Utility C Testing the ISDN Line Programs Interphase WAN Adapters Loop Test Figure C-1.LoopTest Main Dialog Box Local number Test Diagnostic Display event list Displaying and Saving Events Display event list Test Save Save as Specifying the Number of Frames to Send Parameters Figure C-2.LoopTest Parameters Iterations count Understanding LoopTest Messages Figure C-3.LoopTest Test Results Message Cause Test passed Driver Not Loaded Driver access denied Connection failed Test failed Administrative Tools (Common), and then Remote Access Admin From the Server menu, select Stop Remote Access Service Message Cause Standard ISDN messages Other messages Stop Page Line Test Utility D Determining the Current Port Mode Line Test Figure D-1.Line Test Dialog Box Setting Port and Clock Modes Select mode Figure D-2.Port Test Configuration Dialog Box Loopback Mode PRBS Generator and Monitor Mode Operational Mode Clock Modes Figure D-4.Port Options Dialog Box Page Line Status Utility E Line Status Figure E-1.Main Line Status Dialog Box Alarm LEDs Error LEDs Loopback LEDs Statistics Parameters Page Quick Reference of Common Tasks Procedures The 5536-DMRAS is listed as the 5536 in software dialog boxes If you want to Do this Determine which Determine the server name needed Control Panel to start the RAS Server See if the drivers are running Event Viewer Devices Figure F-1.Devices List Open the Remote Access Setup dialog box Remote Access Service, and then click Properties port to dial out Select either the Dial out only or the Dial out and Receive calls Manage RAS incoming ports Configure a multilink connection e. Select the Enable Multilink option Multiple Lines Enable IPX routing The RIP for NWLink IPX Service must be installed Protocols tab NWLink IPX/SPX Compatible Transport, and then click Allow a remote user to set a specific IP Control Panel address Remote Access Service Allow remote clients to request a predetermined IP address Supply an IP address from a static address pool to a remote user Services tab Disconnect an ISDN port automatically when no data traffic Adapters tab Page ISDN TechnologyOverview G Basic Rate Interface Primary Rate Interface Specifications H Storage Environment Regulatory Statements 5536-000, 5536-002, 5536-003DM 1P PRI Communications Controller FCC Part 68 Regulatory Compliance Page Canada Tested to Comply with Canadian Standards NOTICE Caution Europe Regulatory Information for Europe Page Glossary Page Page Page DLCI Values Page Page Page Page Page Page Page Page Page Page Page Page Page Index