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Troubleshooting
Install
Error codes
Error type Description
Type ipconfig /all
Trouble symptom Action
Click the Diagnostics tab
Routing and Remote Access
Double-Hop remote control
Placement
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Routing and Remote Access
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Nortel CallPilot
Troubleshooting Reference Guide
NN44200-700
01.05 Standard
5.0
26 June 2007
Copyright © 2007, Nortel Networks
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Contents
Troubleshooting Reference Guide
Trademarks
Page
Page
March
June
May
April
Publication History
Contents
Copyright 2007, Nortel Networks
Getting Help from the Nortel Web site
Getting Help over the phone from a Nortel Solutions Center
Getting Help through a Nortel distributor or reseller
This chapter
General
Reference documents
Trouble Action
System troubleshooting
201i server
Hardware troubleshooting
TroubleAction
Scsi peripheral troubleshooting
Ethernet cable troubleshooting
TroubleAction
Internal LEDs
703t server
Server LEDs
External LEDs
Beep code Reason
BMC beep codes
System troubleshooting
Media failure please check cable
Vendor ID does not match the Device ID
Scsi troubleshooting
RAID troubleshooting
FWChecker.bat
MPB96 board troubleshooting
Fpga firmware Description
XRay Monitor
Register Remarks
Dbg128.exe
Trouble symptom Action
Windows and CallPilot hardware troubleshooting
Trouble symptom Action
1002rp server
Nortel CallPilot
Beep Message Description Count
Bios beep codes
Following table describes the errors communicated by beeps
Error type Description
System troubleshooting
Trouble symptom Action
Do not reboot your system
Hardware troubleshooting
Type ipconfig /all
RAID troubleshooting
TroubleAction
MPB16-4 board troubleshooting
Windows and CallPilot hardware troubleshooting
TroubleAction
1005r server
Functional Description
Front panel LEDs
Post beep codes
Bios error messages
Hardware troubleshooting
Nvram / Cmos
Hardware troubleshooting
Scsi and tape drive troubleshooting
Dongle troubleshooting
1005r server
600r server
Reduced performance or features
Minor system fault is an error or event that
Internal LEDs
Bios error messages
See the 600r Server Maintenance
Scsi and tape drive troubleshooting
RAID troubleshooting
Dongle troubleshooting
Hardware troubleshooting
Check end-to-end connectivity
Check network adapters and driver installation
Check cabling
Check TCP/IP configuration
Check TCP/IP configuration
Network troubleshooting
Check TCP/IP configuration
Click the Internet Protocol TCP/IP entry to select it
Click Properties ResultThe following dialog box appears
Click Advanced ResultThe following dialog box appears
Check TCP/IP configuration
Click the Wins tab
Check TCP/IP configuration
Network troubleshooting
Check TCP/IP configuration
Click the Advanced tab in the Clan Properties dialog box
Click the General tab in the Clan Properties dialog box
Network troubleshooting
Click the Advanced tab
Network troubleshooting
Property Value
Property Value
Smart Power Down Disabled Transmit Control Blocks
Network troubleshooting
Check TCP/IP configuration
Perform steps 2 through 22 for the Elan adapter
Test the TCP/IP
Check event logs
Network troubleshooting
Check event logs
Checking the Scsi speed for RAID controllers
To check the Scsi speed
Network troubleshooting
Chapter Routing and remote access troubleshooting
Recognizing that the modem is functioning
CallPilot rebooted and modem disconnected or turned off
Perform the following steps to bring the modem into service
Modem
If Modems are not listed
Troubleshooting modem configuration
Click the Modems tab
Modem
Click the Modem tab. Verify settings
Click the Diagnostics tab
Routing and remote access troubleshooting
Click the Advanced tab. Verify settings
Click the Driver tab. Verify settings
Routing and Remote Access
Step Action
Routing and Remote Access
Routing and remote access troubleshooting
Click the IP tab
Routing and remote access troubleshooting
Click the Security tab. Verify settings
Click the IP tab. Verify settings
Click the PPP tab. Verify settings
Click the Logging tab. Verify settings
Symantec pcAnywhere
Step Action
Symantec pcAnywhere
Microsoft Remote Desktop Connection RDC
Installing RDC
Click Close, and then close the Symantec pcAnywhere window
Enable remote desktop feature and set policy on host
Routing and remote access troubleshooting
Establish a RAS connection
Step Action
Private Session preferred method
Starting the Remote Desktop Client
Routing and remote access troubleshooting
End
Shared Session only if local console is logged on
Starting the Remote Desktop Client
Routing and remote access troubleshooting
CallPilot support tools
RAS dial-up required to establish RDC
Double-Hop remote control
Double-Hop remote control
Transferring files in Remote Desktop Connection sessions
Terminal Server Maximum Connections Exceeded error
View or disconnect concurrent or previous stale sessions
Disconnecting the Remote Desktop Connection session
Session disconnected unexpectedly
Troubleshooting tips
Cannot connect using a private session
Shared remote connection fails to start
Unable to transfer files to the remote CallPilot server
Connection to server is extremely slow
Routing and remote access troubleshooting
Chapter Application troubleshooting
Check the DS0s and DSPs
Diagnostic steps Resolution Perform basic checks
Verify the switch configuration
Placement
Verify the new configuration
Diagnostic steps Resolution Verify the prompt installation
Verify user rights
Diagnostic steps Resolution Verify the new configuration
Diagnostic steps Resolution Verify internal access
Verify speech recognition on keycode
Symptom 4 Speech recognition does not work
Diagnostic steps Resolution
Assigned to the DN
Verify that Fax option is on the keycode
Symptom 5 Users cannot print or receive faxes
Fax messaging DN
ALOG=YES
Symptom 6 Contact Center voice services do not work
Diagnostic steps Resolution Solution 1 recommended
139
Diagnostic steps Resolution Solution
Check the Event Viewer logs
Type http\\webservername\cpmgr
141
Restart the Internet Information Service
Available services appear
Chapter Meridian Mail to CallPilot migration troubleshooting
Rerun the tape on the same CallPilot server
Verify the type of the tape
Verify the tape drive
Verify the tape driver
Mail migration utility tape version
Symptom 3 The system failed to create a map directory
Diagnostic steps Resolution Verify the log file
Diagnostic steps Resolution Verify the disk space
Symptom 4 The automatic log file backup failed
Check user’s mailbox number
Diagnostic steps Resolution Check user’s class of service
Check the migration transaction log file
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