Troubleshooting Reference Guide
NN44200-700
Nortel CallPilot
Trademarks
ROLM is a trademark of Siemens ROLM Communications Inc
QUICKTIME is a trademark of Apple Computer, Inc
RADISYS is a trademark of Radisys Corporation
SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA
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Publication History
June
March
NN44200-700 01.05 Standard 5.0 26 June
Nortel CallPilot Troubleshooting Reference Guide
6 Publication History
Copyright 2007, Nortel Networks
Chapter 3 Hardware troubleshooting
Contents
Chapter 1 How to get help
Chapter 4 Network troubleshooting
Chapter 6 Application troubleshooting
Chapter 7 Meridian Mail to CallPilot migration troubleshoot
Chapter How to get help
Getting Help over the phone from a Nortel Solutions Center
Getting Help from the Nortel Web site
Getting Help from a specialist by using an Express Routing Code
Getting Help through a Nortel distributor or reseller
10 Chapter 1 How to get help
Chapter Overview
General
In this chapter
12 Chapter 2 Overview
Reference documents
Nortel CallPilot Troubleshooting Reference Guide
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201i server
Chapter Hardware troubleshooting
System troubleshooting
In this chapter
14 Chapter 3 Hardware troubleshooting
Trouble
Action
Trouble
SCSI peripheral troubleshooting
Ethernet cable troubleshooting
Action
16 Chapter 3 Hardware troubleshooting
TroubleAction
External LEDs
703t server
Server LEDs
Internal LEDs
Information
BMC beep codes
Description
Beep code
System troubleshooting
Verify that the power cord is properly plugged in the power outlet
TroubleAction
20 Chapter 3 Hardware troubleshooting
TroubleAction
SCSI troubleshooting
TroubleAction
TroubleAction
Trouble
RAID troubleshooting
22 Chapter 3 Hardware troubleshooting
Action
MPB96 board troubleshooting
FWChecker.bat
Risk of data loss
FPGA firmware
XRay Monitor
Step Action
Description
Dbg128.exe
Risk of data loss
Trouble symptom
Windows and CallPilot hardware troubleshooting
26 Chapter 3 Hardware troubleshooting
Action
Trouble symptom
Shut down the system Reseat the RAID controller Reboot the system
Action
External LEDs
1002rp server
Trouble symptom
Action
Information
Internal LEDs
Description
Description
Description
BIOS beep codes
Error type
Information
Beep
System troubleshooting
Trouble symptom
Message
32 Chapter 3 Hardware troubleshooting
Trouble symptom
Action
Do not reboot your system
Trouble symptom
Action
If the system does not boot correctly, replace the PCI backplane
Trouble symptom
If the system boots correctly, consider replacing the PCI
Action
Type ipconfig /all
SCSI troubleshooting
Trouble symptom
Action
TroubleAction
RAID troubleshooting
36 Chapter 3 Hardware troubleshooting
TroubleAction
1002rp server
TroubleAction
MPB16-4 board troubleshooting
38 Chapter 3 Hardware troubleshooting
TroubleAction
Windows and CallPilot hardware troubleshooting
TroubleAction
40 Chapter 3 Hardware troubleshooting
TroubleAction
1005r server
External LEDs
Front panel LEDs
Server LEDs
Functional Description
Internal LEDs
BIOS error messages
POST beep codes
beep code sequence before calling Nortel technical support
44 Chapter 3 Hardware troubleshooting
System troubleshooting
1005r server
46 Chapter 3 Hardware troubleshooting
SCSI and tape drive troubleshooting
RAID troubleshooting
Installation Guide NN44200-308
Dongle troubleshooting
Windows and CallPilot hardware troubleshooting
48 Chapter 3 Hardware troubleshooting
1005r server
Server LEDs
600r server
50 Chapter 3 Hardware troubleshooting
Front panel LEDs
External LEDs
Description
Information
POST Beep Codes
52 Chapter 3 Hardware troubleshooting
Internal LEDs
BIOS error messages
600r server
see the 600r Server Maintenance and
System troubleshooting
54 Chapter 3 Hardware troubleshooting
Diagnostics Guide NN44200-703
SCSI and tape drive troubleshooting
600r server
RAID troubleshooting
56 Chapter 3 Hardware troubleshooting
Dongle troubleshooting
Windows and CallPilot hardware troubleshooting
600r server
58 Chapter 3 Hardware troubleshooting
Check cabling
Chapter Network troubleshooting
Check network adapters and driver installation
Check end-to-end connectivity
Check TCP/IP configuration
Step Action
Check TCP/IP configuration
Nortel CallPilot Troubleshooting Reference Guide
3 Click the Support tab
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4 Click Details ResultThe following box appears 5 Click Close
62 Chapter 4 Network troubleshooting
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ResultThe following dialog box appears
7 Click OK this error is normal
Nortel CallPilot Troubleshooting Reference Guide
Check TCP/IP configuration
9 Click the Internet Protocol TCP/IP entry to select it
64 Chapter 4 Network troubleshooting
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Check TCP/IP configuration
Nortel CallPilot Troubleshooting Reference Guide
10 Click Properties ResultThe following dialog box appears
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11 Click Advanced ResultThe following dialog box appears
66 Chapter 4 Network troubleshooting
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Nortel CallPilot Troubleshooting Reference Guide
Check TCP/IP configuration
Copyright 2007, Nortel Networks
13 Click the WINS tab
68 Chapter 4 Network troubleshooting
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Check TCP/IP configuration
Nortel CallPilot Troubleshooting Reference Guide
Note WINS IP addresses must be entered for your private network
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70 Chapter 4 Network troubleshooting
Nortel CallPilot Troubleshooting Reference Guide
Copyright 2007, Nortel Networks
18 Click the Authentication tab in the CLAN Properties dialog box
16 Click Cancel to close the TCP/IP filtering dialog box
17 Click Cancel to close the Advanced TCP/IP Settings dialog box
Nortel CallPilot Troubleshooting Reference Guide
19 Click the Advanced tab in the CLAN Properties dialog box
72 Chapter 4 Network troubleshooting
Nortel CallPilot Troubleshooting Reference Guide
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Check TCP/IP configuration
Nortel CallPilot Troubleshooting Reference Guide
20 Click the General tab in the CLAN Properties dialog box
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21 Click Configure
74 Chapter 4 Network troubleshooting
Nortel CallPilot Troubleshooting Reference Guide
Result The Ethernet adapter Properties dialog box appears
Check TCP/IP configuration
Nortel CallPilot Troubleshooting Reference Guide
22 Click the Advanced tab
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76 Chapter 4 Network troubleshooting
Property
Value
Property
Property
Value
Value
Value
78 Chapter 4 Network troubleshooting
Property
Property
Value
Check TCP/IP configuration
Property
Property
80 Chapter 4 Network troubleshooting
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Nortel CallPilot Troubleshooting Reference Guide
Check TCP/IP configuration
Copyright 2007, Nortel Networks
Step Action
Test the TCP/IP
Nortel CallPilot Troubleshooting Reference Guide
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Check event logs
84 Chapter 4 Network troubleshooting
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Nortel CallPilot Troubleshooting Reference Guide
Check event logs
Copyright 2007, Nortel Networks
Checking the SCSI speed for RAID controllers
86 Chapter 4 Network troubleshooting
To check the SCSI speed
Step Action
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88 Chapter 4 Network troubleshooting
Nortel CallPilot Troubleshooting Reference Guide
Copyright 2007, Nortel Networks
Chapter Routing and remote access troubleshooting
General
In this chapter
Recognizing that the modem is functioning
CallPilot rebooted and modem disconnected or turned off
Modem
Modem disconnected or turned off while in operation
If Modems are listed
Troubleshooting modem configuration
If Modems are not listed
Step Action
2 Click the Modems tab
92 Chapter 5 Routing and remote access troubleshooting
Nortel CallPilot Troubleshooting Reference Guide
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Modem
Nortel CallPilot Troubleshooting Reference Guide
3 Click Properties Result The modem Properties dialog box appears
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Nortel CallPilot Troubleshooting Reference Guide
4 Click the Modem tab. Verify settings
94 Chapter 5 Routing and remote access troubleshooting
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Modem
5 Click the Diagnostics tab
Nortel CallPilot Troubleshooting Reference Guide
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6 Click Query Modem
96 Chapter 5 Routing and remote access troubleshooting
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Modem
7 Click the Advanced tab. Verify settings
Nortel CallPilot Troubleshooting Reference Guide
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Nortel CallPilot Troubleshooting Reference Guide
8 Click the Driver tab. Verify settings
98 Chapter 5 Routing and remote access troubleshooting
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Routing and Remote Access
Result The Routing and Remote Access Window appears
Step Action
Nortel CallPilot Troubleshooting Reference Guide
6 Click Remote Access Policies in the left pane
Routing and Remote Access
Result The following dialog box appears
8 Click Edit Profile Result The Edit Dial-in Profile dialog box appears
102 Chapter 5 Routing and remote access troubleshooting
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9 Click the IP tab
Routing and Remote Access
Nortel CallPilot Troubleshooting Reference Guide
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10 Click OK to close the Edit Dial-in Profile dialog box
Nortel CallPilot Troubleshooting Reference Guide
12 Click the Security tab. Verify settings
Routing and Remote Access
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Nortel CallPilot Troubleshooting Reference Guide
13 Click the IP tab. Verify settings
106 Chapter 5 Routing and remote access troubleshooting
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Nortel CallPilot Troubleshooting Reference Guide
14 Click the PPP tab. Verify settings
Routing and Remote Access
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Nortel CallPilot Troubleshooting Reference Guide
15 Click the Logging tab. Verify settings
108 Chapter 5 Routing and remote access troubleshooting
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Symantec pcAnywhere
Step Action
Result The host properties dialog box appears
Nortel CallPilot Troubleshooting Reference Guide
4 Click the Callers tab. Verify settings
5 Click the Security Options tab. Verify settings
Symantec pcAnywhere
Installing RDC
Microsoft Remote Desktop Connection RDC
Step Action
Enable remote desktop feature and set policy on host
Step Action
3 Open the Group Policy Snap-in to choose from the five options
Establish a RAS connection
Step Action
Result The RAS Status window appears
Starting the Remote Desktop Client
Private Session preferred method
Step 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 troubleshooting
Step Action
Page
13 Within the Remote Desktop session
CallPilot support tools
Remote Control Failed. Error
Double-Hop remote control
RAS dial-up required to establish RDC
Step Action
Result The warning box appears with the following message
Terminal Server Maximum Connections Exceeded error
Transferring files in Remote Desktop Connection sessions
126 Chapter 5 Routing and remote access troubleshooting
Step Action
Disconnecting the Remote Desktop Connection session
View or disconnect concurrent or previous stale sessions
Step Action
Troubleshooting tips
Cannot connect using a private session
Session disconnected unexpectedly
Shared remote connection fails to start
Unable to transfer files to the remote CallPilot server
Connection to server is extremely slow
Step Action
130 Chapter 5 Routing and remote access troubleshooting
Chapter Application troubleshooting
In this chapter
to the Server Maintenance and
Diagnostic steps
Resolution
the Configuration and Testing Guide
Verify the prompt installation
Diagnostic steps
Resolution
the Software Administration and
Resolution
Symptom 2 A user cannot log in to the mailbox from an external phone
Diagnostic steps
Verify the new configuration continued
Resolution
Symptom 4 Speech recognition does not work
Diagnostic steps
Diagnostic steps
Resolution
Symptom 5 Users cannot print or receive faxes
Diagnostic steps
Verify the prompt installation
Symptom 6 Contact Center voice services do not work
Diagnostic steps
Resolution
Diagnostic steps
138 Chapter 6 Application troubleshooting
Diagnostic stepsResolution
Resolution
Solution
Diagnostic steps
Resolution
Diagnostic steps
Diagnostic steps
Diagnostic steps
Resolution
Resolution
Restart the Internet Information Service
Diagnostic steps
Resolution
Check the System Log for the
Resolution
142 Chapter 6 Application troubleshooting
Diagnostic steps
Diagnostic steps
Chapter Meridian Mail to CallPilot migration troubleshooting
General
In this chapter
A Correct the error according to the log
Diagnostic steps
Resolution
information. If you cannot find a solution
Resolution
Symptom 3 The system failed to create a map directory
Diagnostic steps
Diagnostic steps
Resolution
Symptom 4 The automatic log file backup failed
Diagnostic steps
Diagnostic steps
Diagnostic steps
Diagnostic steps
Resolution
Resolution
Resolution
148 Chapter 7 Meridian Mail to CallPilot migration troubleshooting
Diagnostic steps
Check the migration transaction log file
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Troubleshooting Reference Guide
Nortel CallPilot