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Nortel Networks manual Reference documents, Overview, NN44200-700 01.05 Standard 5.0 26 June

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Reference documents

Nortel CallPilot

Troubleshooting Reference Guide

NN44200-700 01.05 Standard

5.0 26 June 2007

Copyright © 2007, Nortel Networks

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Nortel Networks NN44200-700 manual Reference documents, Overview, Nortel CallPilot Troubleshooting Reference Guide

Contents

Troubleshooting Reference Guide NN44200-700Nortel CallPilot Trademarks QUICKTIME is a trademark of Apple Computer, Inc RADISYS is a trademark of Radisys CorporationROLM is a trademark of Siemens ROLM Communications Inc SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASAPage Publication History JuneApril MarchNortel CallPilot Troubleshooting Reference Guide 6 Publication HistoryNN44200-700 01.05 Standard 5.0 26 June Copyright 2007, Nortel NetworksContents Chapter 1 How to get helpChapter 3 Hardware troubleshooting Chapter 4 Network troubleshootingChapter 6 Application troubleshooting Chapter 7 Meridian Mail to CallPilot migration troubleshootChapter 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 Reference documents Nortel CallPilot Troubleshooting Reference Guide12 Chapter 2 Overview NN44200-700 01.05 Standard 5.0 26 JuneChapter Hardware troubleshooting System troubleshooting201i server In this chapter14 Chapter 3 Hardware troubleshooting TroubleAction SCSI peripheral troubleshooting Ethernet cable troubleshootingTrouble Action16 Chapter 3 Hardware troubleshooting TroubleAction703t server Server LEDsExternal LEDs Internal LEDsBMC beep codes DescriptionInformation Beep codeSystem troubleshooting Verify that the power cord is properly plugged in the power outletTroubleAction 20 Chapter 3 Hardware troubleshooting TroubleActionSCSI troubleshooting TroubleActionTroubleAction RAID troubleshooting 22 Chapter 3 Hardware troubleshootingTrouble ActionMPB96 board troubleshooting FWChecker.batRisk of data loss XRay Monitor Step ActionFPGA firmware DescriptionDbg128.exe Risk of data lossWindows and CallPilot hardware troubleshooting 26 Chapter 3 Hardware troubleshootingTrouble symptom ActionTrouble symptom Shut down the system Reseat the RAID controller Reboot the systemAction 1002rp server Trouble symptomExternal LEDs ActionInternal LEDs DescriptionInformation DescriptionBIOS beep codes Error typeDescription InformationSystem troubleshooting Trouble symptomBeep Message32 Chapter 3 Hardware troubleshooting Trouble symptomAction Do not reboot your system Trouble symptomAction Trouble symptom If the system boots correctly, consider replacing the PCIIf the system does not boot correctly, replace the PCI backplane ActionSCSI troubleshooting Trouble symptomType ipconfig /all ActionRAID troubleshooting 36 Chapter 3 Hardware troubleshootingTroubleAction TroubleAction1002rp server TroubleActionMPB16-4 board troubleshooting 38 Chapter 3 Hardware troubleshootingTroubleAction Windows and CallPilot hardware troubleshooting TroubleAction40 Chapter 3 Hardware troubleshooting TroubleAction1005r server Front panel LEDs Server LEDsExternal LEDs Functional DescriptionBIOS error messages POST beep codesInternal LEDs beep code sequence before calling Nortel technical support44 Chapter 3 Hardware troubleshooting System troubleshooting 1005r server46 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 600r server 50 Chapter 3 Hardware troubleshootingServer LEDs Front panel LEDsExternal LEDs DescriptionInformation POST Beep Codes 52 Chapter 3 Hardware troubleshootingInternal LEDs BIOS error messages 600r serverSystem troubleshooting 54 Chapter 3 Hardware troubleshootingsee the 600r Server Maintenance and Diagnostics Guide NN44200-703SCSI and tape drive troubleshooting 600r serverRAID troubleshooting 56 Chapter 3 Hardware troubleshootingDongle troubleshooting Windows and CallPilot hardware troubleshooting600r server 58 Chapter 3 Hardware troubleshooting Chapter Network troubleshooting Check network adapters and driver installationCheck cabling Check end-to-end connectivityCheck TCP/IP conﬁguration Step ActionNortel CallPilot Troubleshooting Reference Guide 3 Click the Support tabCheck TCP/IP conﬁguration NN44200-700 01.05 Standard 5.0 26 June62 Chapter 4 Network troubleshooting Nortel CallPilot Troubleshooting Reference Guide4 Click Details ResultThe following box appears 5 Click Close NN44200-700 01.05 Standard 5.0 26 June7 Click OK this error is normal Nortel CallPilot Troubleshooting Reference GuideResultThe following dialog box appears Check TCP/IP conﬁguration64 Chapter 4 Network troubleshooting Nortel CallPilot Troubleshooting Reference Guide9 Click the Internet Protocol TCP/IP entry to select it NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide 10 Click Properties ResultThe following dialog box appearsCheck TCP/IP conﬁguration NN44200-700 01.05 Standard 5.0 26 June66 Chapter 4 Network troubleshooting Nortel CallPilot Troubleshooting Reference Guide11 Click Advanced ResultThe following dialog box appears NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide Check TCP/IP conﬁgurationNN44200-700 01.05 Standard 5.0 26 June Copyright 2007, Nortel Networks68 Chapter 4 Network troubleshooting Nortel CallPilot Troubleshooting Reference Guide13 Click the WINS tab NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide Note WINS IP addresses must be entered for your private networkCheck TCP/IP conﬁguration NN44200-700 01.05 Standard 5.0 26 June70 Chapter 4 Network troubleshooting Nortel CallPilot Troubleshooting Reference GuideNN44200-700 01.05 Standard 5.0 26 June Copyright 2007, Nortel Networks16 Click Cancel to close the TCP/IP ﬁltering dialog box 17 Click Cancel to close the Advanced TCP/IP Settings dialog box18 Click the Authentication tab in the CLAN Properties dialog box Nortel CallPilot Troubleshooting Reference Guide72 Chapter 4 Network troubleshooting Nortel CallPilot Troubleshooting Reference Guide19 Click the Advanced tab in the CLAN Properties dialog box NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide 20 Click the General tab in the CLAN Properties dialog boxCheck TCP/IP conﬁguration NN44200-700 01.05 Standard 5.0 26 June74 Chapter 4 Network troubleshooting Nortel CallPilot Troubleshooting Reference Guide21 Click Conﬁgure Result The Ethernet adapter Properties dialog box appearsNortel CallPilot Troubleshooting Reference Guide 22 Click the Advanced tabCheck TCP/IP conﬁguration NN44200-700 01.05 Standard 5.0 26 June76 Chapter 4 Network troubleshooting PropertyValue Property ValueProperty Value78 Chapter 4 Network troubleshooting PropertyValue PropertyCheck TCP/IP conﬁguration PropertyValue Property80 Chapter 4 Network troubleshooting Nortel CallPilot Troubleshooting Reference Guide Check TCP/IP conﬁgurationNN44200-700 01.05 Standard 5.0 26 June Copyright 2007, Nortel NetworksTest the TCP/IP Nortel CallPilot Troubleshooting Reference GuideStep Action NN44200-700 01.05 Standard 5.0 26 JuneCheck event logs 84 Chapter 4 Network troubleshooting Nortel CallPilot Troubleshooting Reference Guide Check event logsNN44200-700 01.05 Standard 5.0 26 June Copyright 2007, Nortel NetworksChecking the SCSI speed for RAID controllers 86 Chapter 4 Network troubleshootingTo check the SCSI speed Step Action88 Chapter 4 Network troubleshooting Nortel CallPilot Troubleshooting Reference GuideNN44200-700 01.05 Standard 5.0 26 June Copyright 2007, Nortel NetworksChapter Routing and remote access troubleshooting GeneralIn this chapter CallPilot rebooted and modem disconnected or turned off ModemRecognizing that the modem is functioning Modem disconnected or turned off while in operationTroubleshooting modem conﬁguration If Modems are not listedIf Modems are listed Step Action92 Chapter 5 Routing and remote access troubleshooting Nortel CallPilot Troubleshooting Reference Guide2 Click the Modems tab NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide 3 Click Properties Result The modem Properties dialog box appearsModem NN44200-700 01.05 Standard 5.0 26 June4 Click the Modem tab. Verify settings 94 Chapter 5 Routing and remote access troubleshootingNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June5 Click the Diagnostics tab Nortel CallPilot Troubleshooting Reference GuideModem NN44200-700 01.05 Standard 5.0 26 June96 Chapter 5 Routing and remote access troubleshooting Nortel CallPilot Troubleshooting Reference Guide6 Click Query Modem NN44200-700 01.05 Standard 5.0 26 June7 Click the Advanced tab. Verify settings Nortel CallPilot Troubleshooting Reference GuideModem NN44200-700 01.05 Standard 5.0 26 June8 Click the Driver tab. Verify settings 98 Chapter 5 Routing and remote access troubleshootingNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 JuneRouting and Remote Access Result The Routing and Remote Access Window appears Step Action6 Click Remote Access Policies in the left pane Routing and Remote AccessNortel CallPilot Troubleshooting Reference Guide Result The following dialog box appears102 Chapter 5 Routing and remote access troubleshooting Nortel CallPilot Troubleshooting Reference Guide8 Click Edit Proﬁle Result The Edit Dial-in Proﬁle dialog box appears NN44200-700 01.05 Standard 5.0 26 JuneRouting and Remote Access Nortel CallPilot Troubleshooting Reference Guide9 Click the IP tab NN44200-700 01.05 Standard 5.0 26 June10 Click OK to close the Edit Dial-in Proﬁle dialog box 12 Click the Security tab. Verify settings Routing and Remote AccessNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June13 Click the IP tab. Verify settings 106 Chapter 5 Routing and remote access troubleshootingNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June14 Click the PPP tab. Verify settings Routing and Remote AccessNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June15 Click the Logging tab. Verify settings 108 Chapter 5 Routing and remote access troubleshootingNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 JuneSymantec pcAnywhere Step Action Result The host properties dialog box appears4 Click the Callers tab. Verify settings 5 Click the Security Options tab. Verify settingsNortel CallPilot Troubleshooting Reference Guide Symantec pcAnywhereInstalling RDC Microsoft Remote Desktop Connection RDCStep Action Enable remote desktop feature and set policy on host Step Action3 Open the Group Policy Snap-in to choose from the ﬁve options Establish a RAS connection Step Action Result The RAS Status window appearsStarting 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 CallPilot support tools Remote Control Failed. ErrorDouble-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 Disconnecting the Remote Desktop Connection session View or disconnect concurrent or previous stale sessionsStep Action Step ActionTroubleshooting tips Cannot connect using a private sessionSession disconnected unexpectedly Unable to transfer ﬁles to the remote CallPilot server Connection to server is extremely slowShared remote connection fails to start Step Action130 Chapter 5 Routing and remote access troubleshooting Chapter Application troubleshooting In this chapterDiagnostic steps Resolutionto the Server Maintenance and the Configuration and Testing GuideDiagnostic steps ResolutionVerify the prompt installation the Software Administration andSymptom 2 A user cannot log in to the mailbox from an external phone Diagnostic stepsResolution Verify the new configuration continuedSymptom 4 Speech recognition does not work Diagnostic stepsResolution Diagnostic stepsSymptom 5 Users cannot print or receive faxes Diagnostic stepsResolution Verify the prompt installationSymptom 6 Contact Center voice services do not work Diagnostic stepsResolution 138 Chapter 6 Application troubleshooting Diagnostic stepsResolutionDiagnostic steps ResolutionDiagnostic steps ResolutionSolution Diagnostic stepsDiagnostic steps ResolutionDiagnostic steps ResolutionDiagnostic steps ResolutionRestart the Internet Information Service Check the System Log for the142 Chapter 6 Application troubleshooting Diagnostic stepsResolution Diagnostic stepsChapter Meridian Mail to CallPilot migration troubleshooting GeneralIn this chapter Diagnostic steps ResolutionA Correct the error according to the log information. If you cannot find a solutionSymptom 3 The system failed to create a map directory Diagnostic stepsResolution Diagnostic stepsSymptom 4 The automatic log ﬁle backup failed Diagnostic stepsResolution Diagnostic stepsDiagnostic steps ResolutionDiagnostic steps Resolution148 Chapter 7 Meridian Mail to CallPilot migration troubleshooting Diagnostic stepsResolution Check the migration transaction log filePage Troubleshooting Reference Guide Nortel CallPilot