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Nortel Networks NN44200-700 Click the Security tab. Verify settings, Routing and Remote Access

Models: NN44200-700

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Nortel CallPilot

Troubleshooting Reference Guide

NN44200-700 01.05 Standard

5.026 June 2007

Page 105

Image 105

Nortel Networks NN44200-700 manual Click the Security tab. Verify settings, Routing and Remote Access

Contents

Troubleshooting Reference Guide NN44200-700Nortel CallPilot Trademarks RADISYS is a trademark of Radisys Corporation QUICKTIME is a trademark of Apple Computer, IncROLM is a trademark of Siemens ROLM Communications Inc SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASAPage June Publication HistoryApril March6 Publication History Nortel CallPilot Troubleshooting Reference GuideNN44200-700 01.05 Standard 5.0 26 June Copyright 2007, Nortel NetworksChapter 1 How to get help ContentsChapter 3 Hardware troubleshooting Chapter 4 Network troubleshootingChapter 7 Meridian Mail to CallPilot migration troubleshoot Chapter 6 Application troubleshootingChapter How to get help Getting Help over the phone from a Nortel Solutions CenterGetting Help from the Nortel Web site Getting Help from a specialist by using an Express Routing Code Getting Help through a Nortel distributor or reseller10 Chapter 1 How to get help Chapter Overview GeneralIn this chapter Nortel CallPilot Troubleshooting Reference Guide Reference documents12 Chapter 2 Overview NN44200-700 01.05 Standard 5.0 26 JuneSystem troubleshooting Chapter Hardware troubleshooting201i server In this chapter14 Chapter 3 Hardware troubleshooting TroubleAction Ethernet cable troubleshooting SCSI peripheral troubleshootingTrouble ActionTroubleAction 16 Chapter 3 Hardware troubleshootingServer LEDs 703t serverExternal LEDs Internal LEDsDescription BMC beep codesInformation Beep codeSystem troubleshooting Verify that the power cord is properly plugged in the power outletTroubleAction TroubleAction 20 Chapter 3 Hardware troubleshootingSCSI troubleshooting TroubleActionTroubleAction 22 Chapter 3 Hardware troubleshooting RAID troubleshootingTrouble ActionMPB96 board troubleshooting FWChecker.batRisk of data loss Step Action XRay MonitorFPGA firmware DescriptionRisk of data loss Dbg128.exe26 Chapter 3 Hardware troubleshooting Windows and CallPilot hardware troubleshootingTrouble symptom ActionTrouble symptom Shut down the system Reseat the RAID controller Reboot the systemAction Trouble symptom 1002rp serverExternal LEDs ActionDescription Internal LEDsInformation DescriptionError type BIOS beep codesDescription InformationTrouble symptom System troubleshootingBeep Message32 Chapter 3 Hardware troubleshooting Trouble symptomAction Do not reboot your system Trouble symptomAction If the system boots correctly, consider replacing the PCI Trouble symptomIf the system does not boot correctly, replace the PCI backplane ActionTrouble symptom SCSI troubleshootingType ipconfig /all Action36 Chapter 3 Hardware troubleshooting RAID troubleshootingTroubleAction TroubleActionTroubleAction 1002rp serverMPB16-4 board troubleshooting 38 Chapter 3 Hardware troubleshootingTroubleAction TroubleAction Windows and CallPilot hardware troubleshootingTroubleAction 40 Chapter 3 Hardware troubleshooting1005r server Server LEDs Front panel LEDsExternal LEDs Functional DescriptionPOST beep codes BIOS error messagesInternal LEDs beep code sequence before calling Nortel technical support44 Chapter 3 Hardware troubleshooting 1005r server System troubleshooting46 Chapter 3 Hardware troubleshooting SCSI and tape drive troubleshooting RAID troubleshootingInstallation Guide NN44200-308 Dongle troubleshooting Windows and CallPilot hardware troubleshooting48 Chapter 3 Hardware troubleshooting 1005r server 50 Chapter 3 Hardware troubleshooting 600r serverServer LEDs Front panel LEDsExternal LEDs DescriptionInformation POST Beep Codes 52 Chapter 3 Hardware troubleshootingInternal LEDs 600r server BIOS error messages54 Chapter 3 Hardware troubleshooting System troubleshootingsee the 600r Server Maintenance and Diagnostics Guide NN44200-703600r server SCSI and tape drive troubleshooting56 Chapter 3 Hardware troubleshooting RAID troubleshootingDongle troubleshooting Windows and CallPilot hardware troubleshooting600r server 58 Chapter 3 Hardware troubleshooting Check network adapters and driver installation Chapter Network troubleshootingCheck cabling Check end-to-end connectivityStep Action Check TCP/IP conﬁguration3 Click the Support tab Nortel CallPilot Troubleshooting Reference GuideCheck TCP/IP conﬁguration NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide 62 Chapter 4 Network troubleshooting4 Click Details ResultThe following box appears 5 Click Close NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide 7 Click OK this error is normalResultThe following dialog box appears Check TCP/IP conﬁgurationNortel CallPilot Troubleshooting Reference Guide 64 Chapter 4 Network troubleshooting9 Click the Internet Protocol TCP/IP entry to select it NN44200-700 01.05 Standard 5.0 26 June10 Click Properties ResultThe following dialog box appears Nortel CallPilot Troubleshooting Reference GuideCheck TCP/IP conﬁguration NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide 66 Chapter 4 Network troubleshooting11 Click Advanced ResultThe following dialog box appears NN44200-700 01.05 Standard 5.0 26 JuneCheck TCP/IP conﬁguration Nortel CallPilot Troubleshooting Reference GuideNN44200-700 01.05 Standard 5.0 26 June Copyright 2007, Nortel NetworksNortel CallPilot Troubleshooting Reference Guide 68 Chapter 4 Network troubleshooting13 Click the WINS tab NN44200-700 01.05 Standard 5.0 26 JuneNote WINS IP addresses must be entered for your private network Nortel CallPilot Troubleshooting Reference GuideCheck TCP/IP conﬁguration NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide 70 Chapter 4 Network troubleshootingNN44200-700 01.05 Standard 5.0 26 June Copyright 2007, Nortel Networks17 Click Cancel to close the Advanced TCP/IP Settings dialog box 16 Click Cancel to close the TCP/IP ﬁltering dialog box18 Click the Authentication tab in the CLAN Properties dialog box Nortel CallPilot Troubleshooting Reference GuideNortel CallPilot Troubleshooting Reference Guide 72 Chapter 4 Network troubleshooting19 Click the Advanced tab in the CLAN Properties dialog box NN44200-700 01.05 Standard 5.0 26 June20 Click the General tab in the CLAN Properties dialog box Nortel CallPilot Troubleshooting Reference GuideCheck TCP/IP conﬁguration NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide 74 Chapter 4 Network troubleshooting21 Click Conﬁgure Result The Ethernet adapter Properties dialog box appears22 Click the Advanced tab Nortel CallPilot Troubleshooting Reference GuideCheck TCP/IP conﬁguration NN44200-700 01.05 Standard 5.0 26 June76 Chapter 4 Network troubleshooting PropertyValue Value PropertyProperty ValueProperty 78 Chapter 4 Network troubleshootingValue PropertyProperty Check TCP/IP conﬁgurationValue Property80 Chapter 4 Network troubleshooting Check TCP/IP conﬁguration Nortel CallPilot Troubleshooting Reference GuideNN44200-700 01.05 Standard 5.0 26 June Copyright 2007, Nortel NetworksNortel CallPilot Troubleshooting Reference Guide Test the TCP/IPStep Action NN44200-700 01.05 Standard 5.0 26 JuneCheck event logs 84 Chapter 4 Network troubleshooting Check event logs Nortel CallPilot Troubleshooting Reference GuideNN44200-700 01.05 Standard 5.0 26 June Copyright 2007, Nortel Networks86 Chapter 4 Network troubleshooting Checking the SCSI speed for RAID controllersStep Action To check the SCSI speedNortel CallPilot Troubleshooting Reference Guide 88 Chapter 4 Network troubleshootingNN44200-700 01.05 Standard 5.0 26 June Copyright 2007, Nortel NetworksChapter Routing and remote access troubleshooting GeneralIn this chapter Modem CallPilot rebooted and modem disconnected or turned offRecognizing that the modem is functioning Modem disconnected or turned off while in operationIf Modems are not listed Troubleshooting modem conﬁgurationIf Modems are listed Step ActionNortel CallPilot Troubleshooting Reference Guide 92 Chapter 5 Routing and remote access troubleshooting2 Click the Modems tab NN44200-700 01.05 Standard 5.0 26 June3 Click Properties Result The modem Properties dialog box appears Nortel CallPilot Troubleshooting Reference GuideModem NN44200-700 01.05 Standard 5.0 26 June94 Chapter 5 Routing and remote access troubleshooting 4 Click the Modem tab. Verify settingsNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide 5 Click the Diagnostics tabModem NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide 96 Chapter 5 Routing and remote access troubleshooting6 Click Query Modem NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide 7 Click the Advanced tab. Verify settingsModem NN44200-700 01.05 Standard 5.0 26 June98 Chapter 5 Routing and remote access troubleshooting 8 Click the Driver tab. Verify settingsNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 JuneRouting and Remote Access Step Action Result The Routing and Remote Access Window appearsRouting and Remote Access 6 Click Remote Access Policies in the left paneNortel CallPilot Troubleshooting Reference Guide Result The following dialog box appearsNortel CallPilot Troubleshooting Reference Guide 102 Chapter 5 Routing and remote access troubleshooting8 Click Edit Proﬁle Result The Edit Dial-in Proﬁle dialog box appears NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide Routing and Remote Access9 Click the IP tab NN44200-700 01.05 Standard 5.0 26 June10 Click OK to close the Edit Dial-in Proﬁle dialog box Routing and Remote Access 12 Click the Security tab. Verify settingsNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June106 Chapter 5 Routing and remote access troubleshooting 13 Click the IP tab. Verify settingsNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 JuneRouting and Remote Access 14 Click the PPP tab. Verify settingsNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June108 Chapter 5 Routing and remote access troubleshooting 15 Click the Logging tab. Verify settingsNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 JuneSymantec pcAnywhere Result The host properties dialog box appears Step Action5 Click the Security Options tab. Verify settings 4 Click the Callers tab. Verify settingsNortel CallPilot Troubleshooting Reference Guide Symantec pcAnywhereInstalling RDC Microsoft Remote Desktop Connection RDCStep Action Step Action Enable remote desktop feature and set policy on host3 Open the Group Policy Snap-in to choose from the ﬁve options Establish a RAS connection Result The RAS Status window appears Step ActionStarting the Remote Desktop Client Private Session preferred methodStep Action 4 Type the User name and Password 5 Click the Local Resources tab a. Select Performance → Modem 28.8 Kbps Shared Session only if local console is logged on 120 Chapter 5 Routing and remote access troubleshootingStep Action Page 13 Within the Remote Desktop session Remote Control Failed. Error CallPilot support toolsDouble-Hop remote control RAS dial-up required to establish RDCStep Action Result The warning box appears with the following message Terminal Server Maximum Connections Exceeded error Transferring ﬁles in Remote Desktop Connection sessions126 Chapter 5 Routing and remote access troubleshooting View or disconnect concurrent or previous stale sessions Disconnecting the Remote Desktop Connection sessionStep Action Step ActionTroubleshooting tips Cannot connect using a private sessionSession disconnected unexpectedly Connection to server is extremely slow Unable to transfer ﬁles to the remote CallPilot serverShared remote connection fails to start Step Action130 Chapter 5 Routing and remote access troubleshooting In this chapter Chapter Application troubleshootingResolution Diagnostic stepsto the Server Maintenance and the Configuration and Testing GuideResolution Diagnostic stepsVerify the prompt installation the Software Administration andDiagnostic steps Symptom 2 A user cannot log in to the mailbox from an external phoneResolution Verify the new configuration continuedDiagnostic steps Symptom 4 Speech recognition does not workResolution Diagnostic stepsDiagnostic steps Symptom 5 Users cannot print or receive faxesResolution Verify the prompt installationSymptom 6 Contact Center voice services do not work Diagnostic stepsResolution Diagnostic stepsResolution 138 Chapter 6 Application troubleshootingDiagnostic steps ResolutionResolution Diagnostic stepsSolution Diagnostic stepsResolution Diagnostic stepsDiagnostic steps ResolutionResolution Diagnostic stepsRestart the Internet Information Service Check the System Log for theDiagnostic steps 142 Chapter 6 Application troubleshootingResolution Diagnostic stepsChapter Meridian Mail to CallPilot migration troubleshooting GeneralIn this chapter Resolution Diagnostic stepsA Correct the error according to the log information. If you cannot find a solutionDiagnostic steps Symptom 3 The system failed to create a map directoryResolution Diagnostic stepsDiagnostic steps Symptom 4 The automatic log ﬁle backup failedResolution Diagnostic stepsResolution Diagnostic stepsDiagnostic steps ResolutionDiagnostic steps 148 Chapter 7 Meridian Mail to CallPilot migration troubleshootingResolution Check the migration transaction log filePage Nortel CallPilot Troubleshooting Reference Guide