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