Troubleshooting your CallPilot system | Nortel Networks 1005r

C h a p t e r 3

Troubleshooting your CallPilot system

In this chapter

Startup diagnostics overview	26
Basic hardware check	27
Power-OnSelf-Test diagnostics	30
Interpreting BIOS error messages	32
What to do when the server fails to boot into service	36
Interpreting hard drive LEDs	38
Performing a hardware shutdown	39

1005r Server Maintenance and Diagnostics

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Nortel Networks 1005r manual Troubleshooting your CallPilot system, A p t e r

Contents

1005r Server Maintenance and Diagnostics Copyright 2007 Nortel Networks June Following applies to server models 703t and 1002rp Japan Denan statementJapan Vcci statement Following applies to server models 703t, 201i, and 1002rp June Standard General release CallPilot 4.0, Standard 1.10 of the 1005r ServerCallPilot 4.0, Standard 1.09 of the 1005r Server CallPilot 4.0, Standard 1.08 of the 1005r Server Publication history Task List 127 Contents Using CallPilot system utilities Index 197 Contents Standard Getting Help over the phone from a Nortel Solutions Center How to get HelpA p t e r Getting Help from the Nortel Web site Getting Help through a Nortel distributor or reseller This chapter Outlining maintenance and diagnostics activities Front control panel and features 1005r server features Front panel controls ID switch Hard drive 1 release lever Back panel controls and featuresDB15 Telco alarm RJ45 NIC 1 connector Connector not used Hard drive 0 pull handle June 2007Outlining maintenance and diagnostics activities Maintenance and diagnostics overview Preparing for maintenance activities Replacement parts CallPilot Customer Documentation Map Reference documents Troubleshooting your CallPilot system Types of startup diagnostics Startup diagnostics overview To run the startup test Basic hardware check Alarm fault LEDs June Interpreting Post diagnostics Power-On Self-Test diagnosticsTo run the Post Post beep codes Post beep codes Bios error messages Interpreting Bios error messages June 2007Troubleshooting your CallPilot system Last boot. If you did not add or remove NVRAM, CMOS, and passwords have Nvram / Cmos / Password To determine why the server fails to boot to Windows What to do when the server fails to boot into serviceTo determine why CallPilot fails to come into Service If CallPilot fails to boot to Windows, follow these steps June To immediately Interpreting hard drive LEDs Performing a hardware shutdown Troubleshooting your CallPilot system Standard Using Windows online diagnostic tools Overview Viewing event logs Types of Windows event logs Event Viewer To use the operating system Event Viewer Application log System log Ipconfig command Using TCP/IP diagnostic toolsIpconfig command displays IP configuration information Ipconfig default Ipconfig command extensions To run the ipconfig command from WindowsIpconfig command syntax Ping command extensions Ping commandPing command syntax Tracert command To run the ping command from WindowsThis utility determines the route taken to a destination How tracert works Tracert parameters To run the tracert command from WindowsTracert syntax Tracert parameters ARP command parameters Arp commandARP command syntax ARP command parameters Nbtstat command To run the arp command from WindowsNbtstat command syntax Nbtstat command uses the following syntax Nbstat command parameters Nbstat command parameters To run the nbtstat command from Windows Netstat command parameters Netstat commandNetstat command syntax Netstat command parameters Chkdsk utility syntax Using the chkdsk utilityChksdsk utility parameters Chkdsk utility uses the following syntax To run the chkdsk utility from Windows Using Windows online diagnostic tools Standard Monitoring server hardware ISM overview Monitoring multimedia hardware Alarm notification Understanding fault managementEvent processing Component dependencies All multimedia channels on the MPB96 card Detecting hardware problemsAll DS30X channels associated with the DS30X link To investigate using the Alarm Monitor Alarm MonitorAbout alarms Alarm monitor screen Event Browser To investigate using the Event BrowserAbout events Event Browser screen Disabling call channels Channel and Multimedia Monitors What the Maintenance screen provides Maintenance screen Partially expanded tree for 1005r Component sections Maintenance activities Maintenance activities for each component Component states Viewing component statesDuty state This state occurs quickly and is immediately Alert icons To view the state of a hardware component Starting and stopping components Components that you can start and stop Stop versus courtesy stopCourtesy stop Stop To start or stop a component Web messaging users so that they can log off Components with diagnostic tests available Running integrated diagnosticsTake the component out of service before you run Diagnostic test. See Starting and stopping components Diagnostic tests available for each component To run a diagnostic testIf a diagnostic test fails or cannot be run Monitoring multimedia hardware Standard To view the last diagnostics result Viewing the last diagnostics result Monitoring multimedia hardware Standard To view or work with multimedia channel states Working with the Multimedia Monitor All of the channels To view or work with call channel states Working with the Channel Monitor All of the channels associated with Using CallPilot system utilities Following table lists the CallPilot system utilities Accessing the system utilitiesRemoval To access the Diagnostics Tool Diagnostics ToolTo enable startup diagnostics To disable startup diagnostics Maintenance Startup Diag Disable To access the PEP Maintenance utility PEP Maintenance utilityTo view a list of all installed PEPs Session Trace To access the session trace tool To find a session Call Answering session CallPilot System Monitor To access the CallPilot System MonitorSystem Monitor tabs Channel Monitor tab Channel Monitor with M1 CallPilot services CallPilot Slee Service Ctms Service Ctms Server Telephony Tapi Telephony ServiceCallPilot Call Channel Router CallPilot Blue Call Router DS30X links System Info tab System Info tab 104 CallPilot Replacing basic chassis components To remove the front bezel Removing and replacing the front bezel To replace the front bezel To remove the server cover Removing and replacing the server coverHigh current inside the chassis can cause severe injury Server cover To replace the server cover To remove the processor air duct Removing and replacing the processor air ductRequirements You need a Phillips cross head screwdriver, #1 and #2 bit Processor air duct To replace the processor air duct To hot-swap a power supply Replacing the power supplyWhen to hot-swap the power supply Power supplies To replace a Scsi hard drive Replacing a hard drive Front panel Scsi hard drive carrier Hard disk drive location in carrier To replace the four-fan assembly Replacing the four-fan assemblyWhen to replace the cooling fan assembly Cooling fan assembly Replacing the dual NIC card To replace a dual NIC card DS30X cables for high capacity Scsi cable attached to RAID card PCI riser card assembly Low-riser PCI card Malfunction PCI riser assembly power cord PCI riser assembly rear grooves 128 CallPilot To replace the DVD combo drive Replacing the DVD combo drive DVD combo drive assembly 1005r Server Maintenance and Diagnostics 131 To replace the Dimm cards Replacing memory DIMMs Memory Dimm locations 134 CallPilot To replace the software feature key Replacing the software feature key Inserting the feature key RAID operations Outlining RAID functions RAID configuring and splitting Verifying the RAID firmware Launch MegaRAID Power Console PlusTo verify the RAID firmware version Press Ctrl+M To upgrade or downgrade the RAID firmware System will now reboot. Press any key to continue To configure an LSI320-1 RAID system Configuring RAID using LSI320-1 controller and Ctrl+MTo configure RAID, do the following 1005r Server Maintenance and Diagnostics 143 RAID To perform a consistency check Verifying consistency on the drives Result An end of session message appears Click OK To split the RAID RAID splitting Do not make the failed drive online at this point, or data RAID synchronization after installing a PEPCorruption can occur. If you failed the wrong drive by Mistake, you must select rebuild to bring it back into To synchronize the RAID after a successful PEP installation Or data corruption can occur Do not use the Power Console for the following procedure Replacing the RAID card To replace the RAID card Disconnect the Scsi cable from the RAID card Scsi cable to RAID card 1005r Server Maintenance and Diagnostics 155 156 CallPilot 1005r Server Maintenance and Diagnostics 157 158 CallPilot 1005r Server Maintenance and Diagnostics 159 160 CallPilot A p t e r 1 Replacing or adding voice processing boards MPB96 with M1/CS1000 switch M1/CS1000 switch connectivityTaking safety precautions 1005r server rear panel Locating the voice processing boards DSP numbering MPB96 boards DSP numbering and location Replacing an MPB96 board To replace an MPB96 board 1005r Server Maintenance and Diagnostics 167 168 CallPilot 1005r Server Maintenance and Diagnostics 169 CT bus cable attached to MPB96 boards Full-height PCI card Full-size PCI riser card red power cable PCI riser assembly rear studs and slots 174 CallPilot To add two MPB96 boards Upgrading to high capacity 176 CallPilot 1005r Server Maintenance and Diagnostics 177 178 CallPilot PCI riser assembly inside power cable 180 CallPilot PCI riser assembly alignment studs and slots 182 CallPilot 1005r Server Maintenance and Diagnostics 183 184 CallPilot Maintaining the Bios and system board firmware Configuring the 1005r Bios and firmware When to reconfigure the Bios When to upgrade the BiosRequirements for upgrading or reconfiguring the Bios To display the Nortel CallPilot Image Menu To upgrade the Bios and system board firmware 1005r Server Maintenance and Diagnostics 189 Bios settings Bios settings 1005r Server Maintenance and Diagnostics 191 192 CallPilot To view system event logs Using system event logs To clear system event logs To save system event logs to a USB media drive 1005r Server Maintenance and Diagnostics 195 Maintaining the onboard video and network cards Indicators for video card failureNetwork card failure Video card failure Index Bios Index Standard June Index Index Standard See Post 202 CallPilot Video card, failure 196 viewing Windows viewing 204 CallPilot Page 1005r Server Maintenance and Diagnostics