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Contacting Technical Support NN40160-700
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BM450
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Troubleshooting
FAQ
Signaling
Password
Fault management
Check LED indicators
Check the wiring connections
Maintenance
Network configuration
Connectivity problems
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Chapter 12 Contacting Technical Support
NN40160-700
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Contents
BCM450 Troubleshooting Guide
Copyright 2008 Nortel Networks, All Rights Reserved
BCM450 Troubleshooting Guide
Task List
Task List
NN40160-700
Contents
Chapter Advanced Troubleshooting
Contents
Chapter Understanding system messages
Chapter Contacting Technical Support
Audience
Introduction
Purpose
Organization
List of acronyms
Acronyms
Introduction
Acronym Description
Introduction List of acronyms
Symbols and conventions used in this guide
Related publications
Introduction NN40160-700
Network configuration
Initial Troubleshooting
Proper installation and routine maintenance
Navigation
Normal behavior on your network
Device configuration information
Initial Troubleshooting
Logical connections
Initial Troubleshooting
Initial Troubleshooting NN40160-700
Check the power source
Hardware Troubleshooting
Troubleshooting the BCM450 hardware
Check LED indicators
Hardware Troubleshooting
System status LEDs states and descriptions
LAN port LED locations
Status Description
Power Status Description
MBM LED descriptions
DTM LED functions
Status Descriptions
Check the wiring connections
To verify the keycodes using Element Manager
Verify the keycodes
To verify the keycodes using Telset
Restart or shut down the system
Reset functions
To restart the system
Function Description Impact
Power on self test
Hardware reset functions
Viewing the Post log file
Testing basic hardware functionality
Example Bootloader.log file with no errors
To test the main unit
To troubleshoot the main unit
To test the expansion unit
Testing an MBM
To troubleshoot the expansion unit
Determining why an MBM does not appear in Element Manager
Troubleshooting the FEM
To determine why the ATA 2 does not function
To determine why there is no dial tone at the ATA2
To check the ATA2 wiring
Reset to factory settings
Reset levels
Monitoring the boot process
To perform a Level 1 reset configuration reset
To perform a Level 2 reset software reset
Hardware Troubleshooting
Boot process with failed or missing memory
Verify the keycodes
Software Troubleshooting
Verify the software version
Check the programming of lines and phones
To check line programming
Software Troubleshooting
Check line programming
Trunk/Line data
Software Troubleshooting Trunk/Line Data main panel Sheet 2
Software Troubleshooting Trunk/Line Data main panel Sheet 3
Properties
Dia l mode
Properties line settings Sheet 1
Trunk mode
Line must be equipped with disconnect supervision from
Software Troubleshooting Properties line settings Sheet 2
Signaling
Preferences
Preferences details fields for lines Sheet 1
Auto privacy
Answer mode
Restrictions
Restrictions
To restore data from an archive
Restoring system data
Assigned DNs
To restore the factory configuration
Select Components to Restore panel opens
Viewing the inventory of BCM450 software
Obtaining software updates
Verify the software inventory
To view the BCM450 software inventory
To obtain updates from the Nortel Technical Support Web
Software Troubleshooting NN40160-700
Advanced Troubleshooting
Troubleshooting example
Example 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 3a
Troubleshooting example 3b
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
Recovery trees
System is not processing calls
Recovery trees
Start-up profile fails
Cannot access BCM450 through Element Manager
Start-up profile fails
Cannot access BCM450 through Element Manager NN40160-700
Unexpected shutdown BCM450 Troubleshooting Guide
BCM450 shuts down unexpectedly
Recovery trees NN40160-700
Downloading software from the BCM450 webpage
Application User Administrator User Applications
Downloading Software
Applications available on BCM450 web
To download software from the BCM450 webpage
Downloading Software Applications available on BCM450 web
Downloading software from the Nortel web site
Downloading Software
Downloading Software NN40160-700
Troubleshooting Tools
Service Management
Status and Metrics
Troubleshooting Tools
Command Line Interface
Accessing the CLI
Utilities
Accessing the CLI through a serial connection
Accessing the CLI through the OAM port
Using the Configuration CLI
Using the Maintenance CLI
Reporting for dropped calls
Alarms, logs, and traps
Understanding system messages
To set Release Reasons
Understanding system messages Release reasons
Using the Knowledge and Solution Engine
Useful Troubleshooting Links
Knowledge and Solution Engine
Partner Bulletins
To use the Knowledge and Solution Engine
Useful Troubleshooting Links
To perform a backup
Frequently Asked Questions
Backup, restore, and reset operations
How do I back up the database?
How do I restore the BCM450 from a previous backup?
To restore data from the BCM450
Frequently Asked Questions
How do I recover a lost password for the BCM450?
Password protection
Completing a warm or cold reset
Recovering a lost password
Fault management
How do I view Alarms? Can I acknowledge and clear them?
To view an alarm
System and status information
To acknowledge an alarm
Using 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 configuration
How do I show specific process states?
How do I find the BCM450 system health?
Viewing the system health
Viewing specific process states
How do find the BCM450 System ID and Serial Number?
Connectivity problems
Verify the current software revision
Viewing the system ID and serial number
IP 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 information
Getting help over the phone from a Nortel Solutions Center
Getting Help from the Nortel Web site
Contacting Technical Support
Getting help through a Nortel distributor or reseller
Contacting Technical Support NN40160-700
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