PictureTel 3.1 Using LiveManager to Troubleshoot LiveGateway

Using LiveManager to Troubleshoot LiveGateway

Overview

You can use the LiveGateway SNMP Manager feature of LiveManager to access the LiveGateway boards

installed in a LiveGateway server. The LiveGateway SNMP Manager feature lets you access, control and

monitor the LiveGateway boards installed in a LiveGateway server. From the LiveGateway SNMP Manager,

you can:

• View LiveGateway Statistics

• Perform Diagnostic Tests

• Perform a Loopback Test

• Perform a Self test

• View board settings and versions

• View LiveGateway POST results

• Resolve LiveGateway Problems

Statistics

The statistics recorded by LiveGateway can be used to help analyze LiveGateway’s system performance. This

information is useful for testing LiveGateway and reporting problems to your PictureTel field service provider.

Viewing Statistics

The statistics displayed in LiveGateway’s Statistics window provides information that can be used to monitor

the system performance of the LiveGateway server.

To view the statistics:

1. Open the LiveGateway server from the LiveGateway SNMP Manager window.

2. Select the Gateway Boards tab of the LiveGateway Server window.

3. Perform one of the following actions:

• Click on a board in the list to highlight the board, and select Operations-

> Show Statistics… from the LiveGateway Server window’s menu bar

• Right-click your mouse when it is positioned over the board’s entry line

and select "Show Statistics…" from the popup menu

Contents

Main PictureTel LiveGateway Version 3.1 Online Installation Guide W Introducing PictureTel LiveGateway Overview Before You Begin Overview What is LiveGateway? Features of LiveGateway Upgrading your version of LiveGateway Contents of Server Product Kit LiveGateway Documentation System Requirements Hardware Requirements Number of Boards Server Requirement Software Requirements SNMP Service ISDN BRI Line Board Configuration Information Installation Location Installation Preview Related Documentation Installing LiveGateway Boards Overview Finding and Resolving I/O and IRQ Conflicts Using the Windows NT Diagnostics I/O Port Base Address Settings Resetting DIP Switches IRQ Settings Installing the LiveGateway Board Power On Self Test (POST) Running Bootup Board Diagnostics Preparing Board Configuration Information Installing Additional Boards Removing LiveGateway Boards Installing the LiveGateway Software Overview Before You Begin Upgrading from a Previous Version of LiveGateway Installing the LiveGateway Software Page Configuring LiveGateway Boards Page Interface (ISDN BRI Configuration) Gateway Prefix Dialing Prefix Page Number Plan Number Type Page Enabling AutoStart Enabling SNMP Exiting Setup Page Running the Configuration Utility Starting the LiveGateway Application Stopping the LiveGateway Application Accessing the LiveGateway Audio Clip Recorder Deinstalling LiveGateway Managing LiveGateway from the LiveManager Gatekeeper SNMP Service Using the LiveGateway SNMP Manager File The LiveGateway SNMP Manager Window View Saving the Window Layout & Position Configuring the LiveGateway SNMP Manager Adding LiveGateway Servers Page Changing Server Information Deleting Servers Opening a LiveGateway Server The LiveGateway Server Window Working with the LiveGateway Server Window Gateway Boards Tab Settings Tab Using the Menu bar Monitoring LiveGateway Status On Line Off Line Self Test Download Configuring the ISDN BRI Setting On Line Status Setting Off Line Status Performing a Self Test Testing and Resetting the Board Performing a Loop Back Test Viewing the POST Result Viewing LiveGateway Board Statistics Viewing Board Settings and Version Information Using PictureTel LiveGateway Overview Placing Calls through LiveGateway Outgoing Calls Incoming Calls Operator-assisted Calls The "Always Use Operator Station" Feature Sample Configuration Page Managing Operator Station Information Adding an Operator Station Changing an Operator Station Using the LiveGateway Audio Clip Recorder Audio Clips Welcome Message Connect Message Audio Clip Statistics Maximum Length Current Length Current Position Procedure for Using the LiveGateway Audio Clip Recorder Menu Bar File Help Line Information for ISDN BRI Service Overview AT&T 5ESS Switch Line Information Requirements For National ISDN Service For Custom ISDN Service Northern Telecom DMS-100 Switch Line Information Line Information for the Siemens Switch Page Terminal Service Profile Data Access Data European Line Information Switch Type Number Type Number Plan Ordering ISDN Service in the United States Information You Can Provide to Your Telephone Company C 5E8 or Higher** NI2 (1DN) Higher** NI1 (2 DNs) DMS100 Switch Information C (PVC-1) National ISDN-1 (NI-1) Load BCS-35 Page EWSD NI1 Switch Information Page I/O Port Base Address Settings I/O Port Base Address Settings Page Page Using The LiveGateway Event Log Overview Viewing the Event Log to Troubleshoot LiveGateway Location of Event Log Event Log Format Using the LiveGateway Event Log Information Event Code Description Probable Cause Possible Solution Page Accounting Messages Page Warning Messages Event Code Description Possible Cause Possible Solution Minor Alarm Messages Event Code Description Probable Cause Possible Solution Major Alarm Messages Event Code Description Probable Cause Possible Solution Page Page Page Page Page Page Page Fatal Error Messages Event Code Description Probable Cause Possible Solution ISDN Cause Codes ISDN Code Number Name Description Page Page Page Page Page Page Page Page Using LiveManager to Troubleshoot LiveGateway Overview Statistics Viewing Statistics Diagnostic Tests Loopback Test Power On Self Test Viewing Board Settings and Versions Viewing LiveGateway POST Results POST Code Description Page Resolving LiveGateway Problems Most Commonly Encountered Problems Problem: Can't Start LiveGateway Service Problem: Can't Add LiveGateway to LiveGateway SNMP Manager Console Problem: LiveGateway Starts, Then Fails Problem: LiveGateway Starts, Downloads, But Is Not Online Problem: LiveGateway Online, But Can't Make Or Receive Calls Problem: Can Call Out To WAN, Can't Call In Problem: Can Call In From WAN, Can't Call Out Contacting Technical Support Overview Web Page Ordering Components Returning Components