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Nortel Networks NN44200-700 Publication History, Nortel CallPilot Troubleshooting Reference Guide

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6Publication History

Nortel CallPilot

Troubleshooting Reference Guide

NN44200-700 01.05 Standard

5.0 26 June 2007

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Nortel Networks NN44200-700 manual Publication History, Nortel CallPilot Troubleshooting Reference Guide

Contents

Troubleshooting Reference Guide NN44200-700Nortel CallPilot Trademarks ROLM is a trademark of Siemens ROLM Communications Inc QUICKTIME is a trademark of Apple Computer, IncRADISYS is a trademark of Radisys Corporation SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASAPage April Publication HistoryJune MarchNN44200-700 01.05 Standard 5.0 26 June Nortel CallPilot Troubleshooting Reference Guide6 Publication History Copyright 2007, Nortel NetworksChapter 3 Hardware troubleshooting ContentsChapter 1 How to get help 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 12 Chapter 2 Overview Reference documentsNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June201i server Chapter Hardware troubleshootingSystem troubleshooting In this chapter14 Chapter 3 Hardware troubleshooting TroubleAction Trouble SCSI peripheral troubleshootingEthernet cable troubleshooting Action16 Chapter 3 Hardware troubleshooting TroubleActionExternal LEDs 703t serverServer LEDs Internal LEDsInformation BMC beep codesDescription Beep codeSystem troubleshooting Verify that the power cord is properly plugged in the power outletTroubleAction 20 Chapter 3 Hardware troubleshooting TroubleActionSCSI troubleshooting TroubleActionTroubleAction Trouble RAID troubleshooting22 Chapter 3 Hardware troubleshooting ActionMPB96 board troubleshooting FWChecker.batRisk of data loss FPGA firmware XRay MonitorStep Action DescriptionDbg128.exe Risk of data lossTrouble symptom Windows and CallPilot hardware troubleshooting26 Chapter 3 Hardware troubleshooting ActionTrouble symptom Shut down the system Reseat the RAID controller Reboot the systemAction External LEDs 1002rp serverTrouble symptom ActionInformation Internal LEDsDescription DescriptionDescription BIOS beep codesError type InformationBeep System troubleshootingTrouble symptom Message32 Chapter 3 Hardware troubleshooting Trouble symptomAction Do not reboot your system Trouble symptomAction If the system does not boot correctly, replace the PCI backplane Trouble symptomIf the system boots correctly, consider replacing the PCI ActionType ipconfig /all SCSI troubleshootingTrouble symptom ActionTroubleAction RAID troubleshooting36 Chapter 3 Hardware troubleshooting TroubleAction1002rp server TroubleActionMPB16-4 board troubleshooting 38 Chapter 3 Hardware troubleshootingTroubleAction Windows and CallPilot hardware troubleshooting TroubleAction40 Chapter 3 Hardware troubleshooting TroubleAction1005r server External LEDs Front panel LEDsServer LEDs Functional DescriptionInternal LEDs BIOS error messagesPOST beep codes 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 Server LEDs 600r server50 Chapter 3 Hardware troubleshooting Front panel LEDsExternal LEDs DescriptionInformation POST Beep Codes 52 Chapter 3 Hardware troubleshootingInternal LEDs BIOS error messages 600r serversee the 600r Server Maintenance and System troubleshooting54 Chapter 3 Hardware troubleshooting 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 Check cabling Chapter Network troubleshootingCheck network adapters and driver installation Check end-to-end connectivityCheck TCP/IP conﬁguration Step ActionCheck TCP/IP conﬁguration Nortel CallPilot Troubleshooting Reference Guide3 Click the Support tab NN44200-700 01.05 Standard 5.0 26 June4 Click Details ResultThe following box appears 5 Click Close 62 Chapter 4 Network troubleshootingNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 JuneResultThe following dialog box appears 7 Click OK this error is normalNortel CallPilot Troubleshooting Reference Guide Check TCP/IP conﬁguration9 Click the Internet Protocol TCP/IP entry to select it 64 Chapter 4 Network troubleshootingNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 JuneCheck TCP/IP conﬁguration Nortel CallPilot Troubleshooting Reference Guide10 Click Properties ResultThe following dialog box appears NN44200-700 01.05 Standard 5.0 26 June11 Click Advanced ResultThe following dialog box appears 66 Chapter 4 Network troubleshootingNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 JuneNN44200-700 01.05 Standard 5.0 26 June Nortel CallPilot Troubleshooting Reference GuideCheck TCP/IP conﬁguration Copyright 2007, Nortel Networks13 Click the WINS tab 68 Chapter 4 Network troubleshootingNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 JuneCheck TCP/IP conﬁguration Nortel CallPilot Troubleshooting Reference GuideNote WINS IP addresses must be entered for your private network NN44200-700 01.05 Standard 5.0 26 JuneNN44200-700 01.05 Standard 5.0 26 June 70 Chapter 4 Network troubleshootingNortel CallPilot Troubleshooting Reference Guide Copyright 2007, Nortel Networks18 Click the Authentication tab in the CLAN Properties dialog box 16 Click Cancel to close the TCP/IP ﬁltering dialog box17 Click Cancel to close the Advanced TCP/IP Settings dialog box Nortel CallPilot Troubleshooting Reference Guide19 Click the Advanced tab in the CLAN Properties dialog box 72 Chapter 4 Network troubleshootingNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 JuneCheck TCP/IP conﬁguration Nortel CallPilot Troubleshooting Reference Guide20 Click the General tab in the CLAN Properties dialog box NN44200-700 01.05 Standard 5.0 26 June21 Click Conﬁgure 74 Chapter 4 Network troubleshootingNortel CallPilot Troubleshooting Reference Guide Result The Ethernet adapter Properties dialog box appearsCheck TCP/IP conﬁguration Nortel CallPilot Troubleshooting Reference Guide22 Click the Advanced tab NN44200-700 01.05 Standard 5.0 26 June76 Chapter 4 Network troubleshooting PropertyValue Property PropertyValue ValueValue 78 Chapter 4 Network troubleshootingProperty PropertyValue Check TCP/IP conﬁgurationProperty Property80 Chapter 4 Network troubleshooting NN44200-700 01.05 Standard 5.0 26 June Nortel CallPilot Troubleshooting Reference GuideCheck TCP/IP conﬁguration Copyright 2007, Nortel NetworksStep Action Test the TCP/IPNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 JuneCheck event logs 84 Chapter 4 Network troubleshooting NN44200-700 01.05 Standard 5.0 26 June Nortel CallPilot Troubleshooting Reference GuideCheck event logs Copyright 2007, Nortel NetworksChecking the SCSI speed for RAID controllers 86 Chapter 4 Network troubleshootingTo check the SCSI speed Step ActionNN44200-700 01.05 Standard 5.0 26 June 88 Chapter 4 Network troubleshootingNortel CallPilot Troubleshooting Reference Guide Copyright 2007, Nortel NetworksChapter Routing and remote access troubleshooting GeneralIn this chapter Recognizing that the modem is functioning CallPilot rebooted and modem disconnected or turned offModem Modem disconnected or turned off while in operationIf Modems are listed Troubleshooting modem conﬁgurationIf Modems are not listed Step Action2 Click the Modems tab 92 Chapter 5 Routing and remote access troubleshootingNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 JuneModem Nortel CallPilot Troubleshooting Reference Guide3 Click Properties Result The modem Properties dialog box appears NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide 4 Click the Modem tab. Verify settings94 Chapter 5 Routing and remote access troubleshooting NN44200-700 01.05 Standard 5.0 26 JuneModem 5 Click the Diagnostics tabNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June6 Click Query Modem 96 Chapter 5 Routing and remote access troubleshootingNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 JuneModem 7 Click the Advanced tab. Verify settingsNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide 8 Click the Driver tab. Verify settings98 Chapter 5 Routing and remote access troubleshooting NN44200-700 01.05 Standard 5.0 26 JuneRouting and Remote Access Result The Routing and Remote Access Window appears Step ActionNortel CallPilot Troubleshooting Reference Guide 6 Click Remote Access Policies in the left paneRouting and Remote Access Result The following dialog box appears8 Click Edit Proﬁle Result The Edit Dial-in Proﬁle dialog box appears 102 Chapter 5 Routing and remote access troubleshootingNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June9 Click the IP tab Routing and Remote AccessNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June10 Click OK to close the Edit Dial-in Proﬁle dialog box Nortel CallPilot Troubleshooting Reference Guide 12 Click the Security tab. Verify settingsRouting and Remote Access NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide 13 Click the IP tab. Verify settings106 Chapter 5 Routing and remote access troubleshooting NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide 14 Click the PPP tab. Verify settingsRouting and Remote Access NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide 15 Click the Logging tab. Verify settings108 Chapter 5 Routing and remote access troubleshooting NN44200-700 01.05 Standard 5.0 26 JuneSymantec pcAnywhere Step Action Result The host properties dialog box appearsNortel CallPilot Troubleshooting Reference Guide 4 Click the Callers tab. Verify settings5 Click the Security Options tab. Verify settings 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 Step Action Disconnecting the Remote Desktop Connection sessionView or disconnect concurrent or previous stale sessions Step ActionTroubleshooting tips Cannot connect using a private sessionSession disconnected unexpectedly Shared remote connection fails to start Unable to transfer ﬁles to the remote CallPilot serverConnection to server is extremely slow Step Action130 Chapter 5 Routing and remote access troubleshooting Chapter Application troubleshooting In this chapterto the Server Maintenance and Diagnostic stepsResolution the Configuration and Testing GuideVerify the prompt installation Diagnostic stepsResolution the Software Administration andResolution Symptom 2 A user cannot log in to the mailbox from an external phoneDiagnostic steps Verify the new configuration continuedResolution Symptom 4 Speech recognition does not workDiagnostic steps Diagnostic stepsResolution Symptom 5 Users cannot print or receive faxesDiagnostic steps Verify the prompt installationSymptom 6 Contact Center voice services do not work Diagnostic stepsResolution Diagnostic steps 138 Chapter 6 Application troubleshootingDiagnostic stepsResolution ResolutionSolution Diagnostic stepsResolution Diagnostic stepsDiagnostic steps Diagnostic stepsResolution ResolutionRestart the Internet Information Service Diagnostic stepsResolution Check the System Log for theResolution 142 Chapter 6 Application troubleshootingDiagnostic steps Diagnostic stepsChapter Meridian Mail to CallPilot migration troubleshooting GeneralIn this chapter A Correct the error according to the log Diagnostic stepsResolution information. If you cannot find a solutionResolution Symptom 3 The system failed to create a map directoryDiagnostic steps Diagnostic stepsResolution Symptom 4 The automatic log ﬁle backup failedDiagnostic steps Diagnostic stepsDiagnostic steps Diagnostic stepsResolution ResolutionResolution 148 Chapter 7 Meridian Mail to CallPilot migration troubleshootingDiagnostic steps Check the migration transaction log filePage Troubleshooting Reference Guide Nortel CallPilot