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62Chapter 4 Network troubleshooting

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Nortel CallPilot

Troubleshooting Reference Guide

NN44200-700 01.05 Standard

5.0 26 June 2007

Page 62

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Nortel Networks NN44200-700 manual Click Details ResultThe following box appears 5 Click Close, Network troubleshooting

Contents

Nortel CallPilot Troubleshooting Reference GuideNN44200-700 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 troubleshootGetting Help from the Nortel Web site Chapter How to get helpGetting Help over the phone from a Nortel Solutions Center 10 Chapter 1 How to get help Getting Help from a specialist by using an Express Routing CodeGetting Help through a Nortel distributor or reseller In this chapter Chapter OverviewGeneral 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 chapterAction 14 Chapter 3 Hardware troubleshootingTrouble Trouble SCSI peripheral troubleshootingEthernet cable troubleshooting Action16 Chapter 3 Hardware troubleshooting TroubleActionExternal LEDs 703t serverServer LEDs Internal LEDsInformation BMC beep codesDescription Beep codeTroubleAction System troubleshootingVerify that the power cord is properly plugged in the power outlet 20 Chapter 3 Hardware troubleshooting TroubleActionTroubleAction SCSI troubleshootingTroubleAction Trouble RAID troubleshooting22 Chapter 3 Hardware troubleshooting ActionRisk of data loss MPB96 board troubleshootingFWChecker.bat FPGA firmware XRay MonitorStep Action DescriptionDbg128.exe Risk of data lossTrouble symptom Windows and CallPilot hardware troubleshooting26 Chapter 3 Hardware troubleshooting ActionAction Trouble symptomShut down the system Reseat the RAID controller Reboot the system External LEDs 1002rp serverTrouble symptom ActionInformation Internal LEDsDescription DescriptionDescription BIOS beep codesError type InformationBeep System troubleshootingTrouble symptom MessageAction 32 Chapter 3 Hardware troubleshootingTrouble symptom Action Do not reboot your systemTrouble symptom 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 TroubleActionTroubleAction MPB16-4 board troubleshooting38 Chapter 3 Hardware troubleshooting 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 Installation Guide NN44200-308 SCSI and tape drive troubleshootingRAID troubleshooting 48 Chapter 3 Hardware troubleshooting Dongle troubleshootingWindows and CallPilot hardware troubleshooting 1005r server Server LEDs 600r server50 Chapter 3 Hardware troubleshooting Front panel LEDsInformation External LEDsDescription Internal LEDs POST Beep Codes52 Chapter 3 Hardware troubleshooting 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 troubleshooting600r server Dongle troubleshootingWindows and CallPilot hardware troubleshooting 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 JuneValue 76 Chapter 4 Network troubleshootingProperty 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 NetworksIn this chapter Chapter Routing and remote access troubleshootingGeneral 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 pcAnywhereStep Action Installing RDCMicrosoft Remote Desktop Connection RDC 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 appearsStep Action Starting the Remote Desktop ClientPrivate Session preferred method 4 Type the User name and Password 5 Click the Local Resources tab a. Select Performance → Modem 28.8 Kbps Step Action Shared Session only if local console is logged on120 Chapter 5 Routing and remote access troubleshooting Page 13 Within the Remote Desktop session CallPilot support tools Remote Control Failed. ErrorStep Action Double-Hop remote controlRAS dial-up required to establish RDC Result The warning box appears with the following message 126 Chapter 5 Routing and remote access troubleshooting Terminal Server Maximum Connections Exceeded errorTransferring ﬁles in Remote Desktop Connection sessions Step Action Disconnecting the Remote Desktop Connection sessionView or disconnect concurrent or previous stale sessions Step ActionSession disconnected unexpectedly Troubleshooting tipsCannot connect using a private session 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 installationResolution Symptom 6 Contact Center voice services do not workDiagnostic steps 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 stepsIn this chapter Chapter Meridian Mail to CallPilot migration troubleshootingGeneral 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