BCM450 Troubleshooting Guide | Nortel Networks BM450 instruction

BCM450 Troubleshooting Guide

BCM450

Business Communications Manager

Document Status:Standard

Document Number: NN40160-700

Document Version: 01.01

Date: August 2008

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Nortel Networks BM450 manual BCM450 Troubleshooting Guide

Contents

BCM450 Troubleshooting Guide Copyright 2008 Nortel Networks, All Rights Reserved Task List BCM450 Troubleshooting Guide NN40160-700 Task List Contents Contents Chapter Advanced Troubleshooting Chapter Understanding system messages Chapter Contacting Technical Support Purpose IntroductionAudience Organization Introduction AcronymsList of acronyms Acronym Description Introduction List of acronyms Symbols and conventions used in this guide Related publications Introduction NN40160-700 Proper installation and routine maintenance Initial TroubleshootingNetwork configuration Navigation Initial Troubleshooting Device configuration informationNormal behavior on your network Logical connections Initial Troubleshooting Initial Troubleshooting NN40160-700 Troubleshooting the BCM450 hardware Hardware TroubleshootingCheck the power source Check LED indicators System status LEDs states and descriptions Hardware Troubleshooting Status Description LAN port LED locations MBM LED descriptions Power Status Description Status Descriptions DTM LED functions To verify the keycodes using Element Manager Check the wiring connectionsVerify the keycodes Restart or shut down the system To verify the keycodes using Telset To 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 functionality To troubleshoot the main unit To test the main unitTo test the expansion unit To troubleshoot the expansion unit Testing an MBM Troubleshooting 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 phones Check line programming Software TroubleshootingTo check line programming Trunk/Line data Software Troubleshooting Trunk/Line Data main panel Sheet 2 Properties Software Troubleshooting Trunk/Line Data main panel Sheet 3 Trunk mode Properties line settings Sheet 1Dia l mode Line must be equipped with disconnect supervision from Signaling Software Troubleshooting Properties line settings Sheet 2Preferences Auto privacy Preferences details fields for lines Sheet 1 Answer mode Restrictions Restrictions Restoring system data To restore data from an archiveAssigned DNs Select Components to Restore panel opens To restore the factory configuration Verify the software inventory Obtaining software updatesViewing the inventory of BCM450 software To view the BCM450 software inventory To 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 3a Advanced 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 trees Start-up profile fails Recovery trees Start-up profile fails Cannot access BCM450 through Element Manager Cannot access BCM450 through Element Manager NN40160-700 BCM450 shuts down unexpectedly Unexpected shutdown BCM450 Troubleshooting Guide Recovery trees NN40160-700 Downloading Software Application User Administrator User ApplicationsDownloading software from the BCM450 webpage Applications available on BCM450 web Downloading Software Applications available on BCM450 web To download software from the BCM450 webpage Downloading Software Downloading software from the Nortel web site Downloading Software NN40160-700 Service Management Troubleshooting ToolsStatus and Metrics Accessing the CLI Command Line InterfaceTroubleshooting Tools Utilities Accessing 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 Reasons Understanding system messages Release reasons Knowledge and Solution Engine Useful Troubleshooting LinksUsing the Knowledge and Solution Engine Partner Bulletins Useful Troubleshooting Links To use the Knowledge and Solution Engine Backup, 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 password How 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 states Verify the current software revision Connectivity problemsHow do find the BCM450 System ID and Serial Number? Viewing the system ID and serial number What 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 Support Getting 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