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Nortel Networks NN44200-700 Click the Diagnostics tab, Modem, Copyright 2007, Nortel Networks

Models: NN44200-700

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Nortel CallPilot

Troubleshooting Reference Guide

NN44200-700 01.05 Standard

5.026 June 2007

Page 95

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Nortel Networks NN44200-700 manual Click the Diagnostics tab, Modem, Nortel CallPilot Troubleshooting Reference Guide

Contents

Nortel CallPilot Troubleshooting Reference GuideNN44200-700 Trademarks SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA QUICKTIME is a trademark of Apple Computer, IncRADISYS is a trademark of Radisys Corporation ROLM is a trademark of Siemens ROLM Communications IncPage March Publication HistoryJune AprilCopyright 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide6 Publication History NN44200-700 01.05 Standard 5.0 26 JuneChapter 4 Network troubleshooting ContentsChapter 1 How to get help Chapter 3 Hardware troubleshootingChapter 7 Meridian Mail to CallPilot migration troubleshoot Chapter 6 Application troubleshootingGetting 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 NN44200-700 01.05 Standard 5.0 26 June Reference documentsNortel CallPilot Troubleshooting Reference Guide 12 Chapter 2 OverviewIn this chapter Chapter Hardware troubleshootingSystem troubleshooting 201i serverAction 14 Chapter 3 Hardware troubleshootingTrouble Action SCSI peripheral troubleshootingEthernet cable troubleshooting TroubleTroubleAction 16 Chapter 3 Hardware troubleshootingInternal LEDs 703t serverServer LEDs External LEDsBeep code BMC beep codesDescription InformationTroubleAction System troubleshootingVerify that the power cord is properly plugged in the power outlet TroubleAction 20 Chapter 3 Hardware troubleshootingTroubleAction SCSI troubleshootingTroubleAction Action RAID troubleshooting22 Chapter 3 Hardware troubleshooting TroubleRisk of data loss MPB96 board troubleshootingFWChecker.bat Description XRay MonitorStep Action FPGA firmwareRisk of data loss Dbg128.exeAction Windows and CallPilot hardware troubleshooting26 Chapter 3 Hardware troubleshooting Trouble symptomAction Trouble symptomShut down the system Reseat the RAID controller Reboot the system Action 1002rp serverTrouble symptom External LEDsDescription Internal LEDsDescription InformationInformation BIOS beep codesError type DescriptionMessage System troubleshootingTrouble symptom BeepAction 32 Chapter 3 Hardware troubleshootingTrouble symptom Action Do not reboot your systemTrouble symptom Action Trouble symptomIf the system boots correctly, consider replacing the PCI If the system does not boot correctly, replace the PCI backplaneAction SCSI troubleshootingTrouble symptom Type ipconfig /allTroubleAction RAID troubleshooting36 Chapter 3 Hardware troubleshooting TroubleActionTroubleAction 1002rp serverTroubleAction MPB16-4 board troubleshooting38 Chapter 3 Hardware troubleshooting TroubleAction Windows and CallPilot hardware troubleshootingTroubleAction 40 Chapter 3 Hardware troubleshooting1005r server Functional Description Front panel LEDsServer LEDs External LEDsbeep code sequence before calling Nortel technical support BIOS error messagesPOST beep codes Internal LEDs44 Chapter 3 Hardware troubleshooting 1005r server System troubleshooting46 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 Front panel LEDs 600r server50 Chapter 3 Hardware troubleshooting Server LEDsInformation External LEDsDescription Internal LEDs POST Beep Codes52 Chapter 3 Hardware troubleshooting 600r server BIOS error messagesDiagnostics Guide NN44200-703 System troubleshooting54 Chapter 3 Hardware troubleshooting see the 600r Server Maintenance and600r server SCSI and tape drive troubleshooting56 Chapter 3 Hardware troubleshooting RAID troubleshooting600r server Dongle troubleshootingWindows and CallPilot hardware troubleshooting 58 Chapter 3 Hardware troubleshooting Check end-to-end connectivity Chapter Network troubleshootingCheck network adapters and driver installation Check cablingStep Action Check TCP/IP conﬁgurationNN44200-700 01.05 Standard 5.0 26 June Nortel CallPilot Troubleshooting Reference Guide3 Click the Support tab Check TCP/IP conﬁgurationNN44200-700 01.05 Standard 5.0 26 June 62 Chapter 4 Network troubleshootingNortel CallPilot Troubleshooting Reference Guide 4 Click Details ResultThe following box appears 5 Click CloseCheck TCP/IP conﬁguration 7 Click OK this error is normalNortel CallPilot Troubleshooting Reference Guide ResultThe following dialog box appearsNN44200-700 01.05 Standard 5.0 26 June 64 Chapter 4 Network troubleshootingNortel CallPilot Troubleshooting Reference Guide 9 Click the Internet Protocol TCP/IP entry to select itNN44200-700 01.05 Standard 5.0 26 June Nortel CallPilot Troubleshooting Reference Guide10 Click Properties ResultThe following dialog box appears Check TCP/IP conﬁgurationNN44200-700 01.05 Standard 5.0 26 June 66 Chapter 4 Network troubleshootingNortel CallPilot Troubleshooting Reference Guide 11 Click Advanced ResultThe following dialog box appearsCopyright 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference GuideCheck TCP/IP conﬁguration NN44200-700 01.05 Standard 5.0 26 JuneNN44200-700 01.05 Standard 5.0 26 June 68 Chapter 4 Network troubleshootingNortel CallPilot Troubleshooting Reference Guide 13 Click the WINS tabNN44200-700 01.05 Standard 5.0 26 June Nortel CallPilot Troubleshooting Reference GuideNote WINS IP addresses must be entered for your private network Check TCP/IP conﬁgurationCopyright 2007, Nortel Networks 70 Chapter 4 Network troubleshootingNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 JuneNortel CallPilot Troubleshooting Reference Guide 16 Click Cancel to close the TCP/IP ﬁltering dialog box17 Click Cancel to close the Advanced TCP/IP Settings dialog box 18 Click the Authentication tab in the CLAN Properties dialog boxNN44200-700 01.05 Standard 5.0 26 June 72 Chapter 4 Network troubleshootingNortel CallPilot Troubleshooting Reference Guide 19 Click the Advanced tab in the CLAN Properties dialog boxNN44200-700 01.05 Standard 5.0 26 June Nortel CallPilot Troubleshooting Reference Guide20 Click the General tab in the CLAN Properties dialog box Check TCP/IP conﬁgurationResult The Ethernet adapter Properties dialog box appears 74 Chapter 4 Network troubleshootingNortel CallPilot Troubleshooting Reference Guide 21 Click ConﬁgureNN44200-700 01.05 Standard 5.0 26 June Nortel CallPilot Troubleshooting Reference Guide22 Click the Advanced tab Check TCP/IP conﬁgurationValue 76 Chapter 4 Network troubleshootingProperty Value PropertyValue PropertyProperty 78 Chapter 4 Network troubleshootingProperty ValueProperty Check TCP/IP conﬁgurationProperty Value80 Chapter 4 Network troubleshooting Copyright 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference GuideCheck TCP/IP conﬁguration NN44200-700 01.05 Standard 5.0 26 JuneNN44200-700 01.05 Standard 5.0 26 June Test the TCP/IPNortel CallPilot Troubleshooting Reference Guide Step ActionCheck event logs 84 Chapter 4 Network troubleshooting Copyright 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference GuideCheck event logs NN44200-700 01.05 Standard 5.0 26 June86 Chapter 4 Network troubleshooting Checking the SCSI speed for RAID controllersStep Action To check the SCSI speedCopyright 2007, Nortel Networks 88 Chapter 4 Network troubleshootingNortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 JuneIn this chapter Chapter Routing and remote access troubleshootingGeneral Modem disconnected or turned off while in operation CallPilot rebooted and modem disconnected or turned offModem Recognizing that the modem is functioningStep Action Troubleshooting modem conﬁgurationIf Modems are not listed If Modems are listedNN44200-700 01.05 Standard 5.0 26 June 92 Chapter 5 Routing and remote access troubleshootingNortel CallPilot Troubleshooting Reference Guide 2 Click the Modems tabNN44200-700 01.05 Standard 5.0 26 June Nortel CallPilot Troubleshooting Reference Guide3 Click Properties Result The modem Properties dialog box appears ModemNN44200-700 01.05 Standard 5.0 26 June 4 Click the Modem tab. Verify settings94 Chapter 5 Routing and remote access troubleshooting Nortel CallPilot Troubleshooting Reference GuideNN44200-700 01.05 Standard 5.0 26 June 5 Click the Diagnostics tabNortel CallPilot Troubleshooting Reference Guide ModemNN44200-700 01.05 Standard 5.0 26 June 96 Chapter 5 Routing and remote access troubleshootingNortel CallPilot Troubleshooting Reference Guide 6 Click Query ModemNN44200-700 01.05 Standard 5.0 26 June 7 Click the Advanced tab. Verify settingsNortel CallPilot Troubleshooting Reference Guide ModemNN44200-700 01.05 Standard 5.0 26 June 8 Click the Driver tab. Verify settings98 Chapter 5 Routing and remote access troubleshooting Nortel CallPilot Troubleshooting Reference GuideRouting and Remote Access Step Action Result The Routing and Remote Access Window appearsResult The following dialog box appears 6 Click Remote Access Policies in the left paneRouting and Remote Access Nortel CallPilot Troubleshooting Reference GuideNN44200-700 01.05 Standard 5.0 26 June 102 Chapter 5 Routing and remote access troubleshootingNortel CallPilot Troubleshooting Reference Guide 8 Click Edit Proﬁle Result The Edit Dial-in Proﬁle dialog box appearsNN44200-700 01.05 Standard 5.0 26 June Routing and Remote AccessNortel CallPilot Troubleshooting Reference Guide 9 Click the IP tab10 Click OK to close the Edit Dial-in Proﬁle dialog box NN44200-700 01.05 Standard 5.0 26 June 12 Click the Security tab. Verify settingsRouting and Remote Access Nortel CallPilot Troubleshooting Reference GuideNN44200-700 01.05 Standard 5.0 26 June 13 Click the IP tab. Verify settings106 Chapter 5 Routing and remote access troubleshooting Nortel CallPilot Troubleshooting Reference GuideNN44200-700 01.05 Standard 5.0 26 June 14 Click the PPP tab. Verify settingsRouting and Remote Access Nortel CallPilot Troubleshooting Reference GuideNN44200-700 01.05 Standard 5.0 26 June 15 Click the Logging tab. Verify settings108 Chapter 5 Routing and remote access troubleshooting Nortel CallPilot Troubleshooting Reference GuideSymantec pcAnywhere Result The host properties dialog box appears Step ActionSymantec pcAnywhere 4 Click the Callers tab. Verify settings5 Click the Security Options tab. Verify settings Nortel CallPilot Troubleshooting Reference GuideStep Action Installing RDCMicrosoft Remote Desktop Connection RDC Step Action Enable remote desktop feature and set policy on host3 Open the Group Policy Snap-in to choose from the ﬁve options Establish a RAS connection Result The RAS Status window appears Step ActionStep 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 Remote Control Failed. Error CallPilot support toolsStep 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 Step Action Unable to transfer ﬁles to the remote CallPilot serverConnection to server is extremely slow Shared remote connection fails to start130 Chapter 5 Routing and remote access troubleshooting In this chapter Chapter Application troubleshootingthe Configuration and Testing Guide Diagnostic stepsResolution to the Server Maintenance andthe Software Administration and Diagnostic stepsResolution Verify the prompt installationVerify the new configuration continued Symptom 2 A user cannot log in to the mailbox from an external phoneDiagnostic steps ResolutionDiagnostic steps Symptom 4 Speech recognition does not workDiagnostic steps ResolutionVerify the prompt installation Symptom 5 Users cannot print or receive faxesDiagnostic steps ResolutionResolution Symptom 6 Contact Center voice services do not workDiagnostic steps Resolution 138 Chapter 6 Application troubleshootingDiagnostic stepsResolution Diagnostic stepsDiagnostic steps Diagnostic stepsResolution SolutionResolution Diagnostic stepsResolution Diagnostic stepsCheck the System Log for the Diagnostic stepsResolution Restart the Internet Information ServiceDiagnostic steps 142 Chapter 6 Application troubleshootingDiagnostic steps ResolutionIn this chapter Chapter Meridian Mail to CallPilot migration troubleshootingGeneral information. If you cannot find a solution Diagnostic stepsResolution A Correct the error according to the logDiagnostic steps Symptom 3 The system failed to create a map directoryDiagnostic steps ResolutionDiagnostic steps Symptom 4 The automatic log ﬁle backup failedDiagnostic steps ResolutionResolution Diagnostic stepsResolution Diagnostic stepsCheck the migration transaction log file 148 Chapter 7 Meridian Mail to CallPilot migration troubleshootingDiagnostic steps ResolutionPage Nortel CallPilot Troubleshooting Reference Guide