Avaya 4602, 4620SW, 4601, 4606, 4602SW, 4620, 4612, 4610SW User Manual

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Troubleshooting the 4601 IP Telephone

Troubleshooting the 4601 IP Telephone

Because the 4601 IP Telephone lacks a display, it uses its LEDs to indicate status and error situations. In Table 3, the Messages shown in the first column correspond to the equivalent conditions described inTable 2. Rather than displaying messages, the 4601 turns its LEDs on and off to indicate status or an error condition. LED indication is described in the second column of this table. In addition, not all conditions result in unique LED indications.

Table 3: Possible Error and Status Messages During Installation of the 4601 IP Telephone

Message

Visual Indication/Cause/Resolution

 

 

Extension VISUAL INDICATION: Message Waiting indicators at top of phone andError the left middle of the faceplate display a broken flutter for a total of 5 cycles

(with one cycle being alternating 50 milliseconds on, 50 milliseconds off for 500 milliseconds followed by 500 milliseconds off).

CAUSE: The PBX does not recognize the extension entered or cannot find a valid gatekeeper.

RESOLUTION: Confirm the extension is correct and is correctly administered on the switch. Then try registration again, taking particular care to enter the extension accurately.

Extension VISUAL INDICATION: If the extension is currently being used and a firstin Use registration attempt is made, the Message Waiting indicators at the top of phone and left middle of the faceplate display a broken flutter (alternating

50 milliseconds on, 50 milliseconds off for 500 milliseconds followed by 500 milliseconds off) five times, then flash continuously, awaiting user entry. Making a second registration attempt using the same extension causes the Message Waiting indicators to display a continuous broken flutter, alternating 50 milliseconds on, 50 milliseconds off for 500 milliseconds followed by 500 milliseconds off. In addition, Call Appearance Lineb’s LED flashes continuously until either the “*” or “#” button is pressed.

CAUSE: The PBX detects an extension conflict with an existing set or Softphone.

RESOLUTION: You can force the current telephone to register, and thereby disconnect the other user, by pressing#. The 4600 Series IP Telephone prompts you again for the Extension and Password. If you enter the same Extension and Password, you must confirm that you want to unregister the original user. Press# to unregister the original user and register the current phone. Then press* to reset the phone and enter a different Extension and Password. If no action is taken within 20 minutes, the phone attemptsre-registrationand repeats the process until you intervene or power is lost.

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Troubleshooting Guidelines

Table 3: Possible Error and Status Messages During Installation of the 4601 IP Telephone (continued)

Message

Visual Indication/Cause/Resolution

 

 

IP Address

VISUAL INDICATION: All LEDs are steadily lit, except Call Appearance

in use by

Line a, which is flashing.

another

CAUSE: The telephone has detected an IP address conflict.

 

RESOLUTION: DHCP restart is automatically initiated. No user action

 

required.

 

 

No Ethernet

VISUAL INDICATION: No LEDs flash when phone is plugged in.

 

CAUSE: Telephone is not receiving power or when first plugged in, the IP

 

telephone is unable to communicate with the Ethernet.

 

RESOLUTION: Verify the connection to the Ethernet jack, verify the jack is

 

Category 5, verify power is applied on the LAN to that jack, etc.

 

 

Password

VISUAL INDICATION: Message Waiting indicators at top of phone and left

Error

middle of faceplate display a broken flutter for a total of 5 cycles (with one

 

cycle being alternating 50 milliseconds on, 50 milliseconds off for 500

 

milliseconds followed by 500 milliseconds off), then flash continuously,

 

awaiting user entry.

 

CAUSE: The PBX does not recognize the password entered.

 

RESOLUTION: Confirm the password is correct, then try registration

 

again, taking particular care to enter the password accurately.

 

 

System busy

VISUAL INDICATION: Message Waiting indicators at top of phone and left

 

middle of faceplate display a broken flutter continuously (alternating 50

 

milliseconds on, 50 milliseconds off for 500 milliseconds followed by 500

 

milliseconds off) until either the “*” or “#” button is pressed.

 

CAUSE: Most likely, the number of IP endpoints on the PBX is already at

 

maximum, Less likely, network resource is unavailable.

 

RESOLUTION: The telephone was attempting to access the PBX and was

 

not successful. Check the resource being called upon for its availability. If

 

the resource appears operational and properly linked to the network, verify

 

that addressing is accurate and a that communication path exists in both

 

directions between the telephone and the resource. Press * and use the

 

same values to retry the process. Or, press # to restart, thenre-enterthe

 

Extension and Password.

 

 

System Error

VISUAL INDICATION: Message Waiting indicators at top of phone and left

 

middle of faceplate display a broken flutter continuously (alternating 50

 

milliseconds on, 50 milliseconds off for 500 milliseconds followed by 500

 

milliseconds off) until either the “*” or “#” button is pressed.

 

CAUSE: The PBX has an unspecified problem.

 

RESOLUTION: Press* and use the same values to retry the process. Or,

 

press # to restart, thenre-enterthe Extension and Password. Consult your

 

Avaya Media Server administration and troubleshooting documentation.

 

 

 

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Troubleshooting the 4601 IP Telephone

Table 3: Possible Error and Status Messages During Installation of the 4601 IP Telephone (continued)

Message

Visual Indication/Cause/Resolution

 

 

Undefined

VISUAL INDICATION: Message Waiting indicators at top of phone and left

Error

middle of faceplate display a broken flutter continuously (alternating 50

 

milliseconds on, 50 milliseconds off for 500 milliseconds followed by 500

 

milliseconds off) until either the “*” or “#” button is pressed.

 

CAUSE: The PBX has rejected registration for an unspecified reason.

 

RESOLUTION: Press* and use the same values to retry the process. Or,

 

press # to restart, thenre-enterthe Extension and Password. Consult your

 

Avaya Media Server administration and troubleshooting documentation.

 

 

Wrong Set

VISUAL INDICATION: Message Waiting indicators at top of phone and left

Type

middle of faceplate display a broken flutter continuously (alternating 50

 

milliseconds on, 50 milliseconds off for 500 milliseconds followed by 500

 

milliseconds off) until either the “*” or “#” button is pressed.

 

CAUSE: The PBX does not recognize the set type.

 

RESOLUTION: Ensure the PBX is properly administered to expect the

 

appropriate telephone for the IP address and extension. Press * and use

 

the same values to retry the process. Or, press # to restart, thenre-enter

 

the Extension and Password.

 

 

 

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74 4600 Series IP Telephone Release 2.2 Installation Guide

Appendix A: Restart Scenarios

Scenarios for the Restart Process

The sequence of the restart process depends on the status of the boot and application files. This appendix explains the different scenarios possible.

Note:

The display messages shown in this appendix do not apply to the 4601 IP

Telephone.

Restart the Telephone

Use the following procedure to restart the telephone.

1.While the phone is on-hookand idle, press the following sequence of keys on the faceplate of the telephone:

Mute 7 3 7 3 8 # (Mute R E S E T #)

Note:

Press the Mute button momentarily. Do not press this key while pressing other keys. The 4630/4630SW IP Telephones and the 4690 IP Conference Telephone do not have a dedicatedHold button. For all other 4600 Series IP Telephones, pressing theHold button instead of theMute button also works.

The following text displays left-justifiedat the top of the display:

Reset values? *=no #=yes

2.Press the # button to continue the procedure.

The following text displays left-justifiedat the top of the display while the system values are reset to defaults:

Resetting values.

Once the system values are reset, the following prompt displays:

Restart phone? *=no #=yes

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3.Press the * key to terminate the procedure without restarting the telephone. Press the# key to restart the telephone.

The remainder of the procedure depends on the status of the boot and application files:

If this condition applies:

See:

 

 

Boot File Needs to be Upgraded

Boot File Needs to be Upgraded on

 

page 76

 

 

Latest Boot File Loaded/No Application File or

Latest Boot File Loaded/No

Application File Needs to be Upgraded

Application File or Application File

 

Needs to be Upgraded on page 79

 

 

Latest Boot File and System-Specific

Latest Boot File and System-Specific

Application File Already Loaded

Application File Already Loaded on

 

page 81

 

 

Boot File Needs to be Upgraded

Use the following procedure to upgrade the Boot file:

Note:

A boot file rarely needs to be upgraded. Perform this procedure only at Avaya’s request.

1.The following message displays:

Restarting...

2.While the hardware is being initialized, the following message displays:

Initializing

3.While either the application file if there is one or the boot code is uncompressed into RAM, the following message displays:

Loading: 5 secs replboot_v3.app 4084KB

This message counts the seconds as the application file (replboot_v3.app in this example) is being written into RAM.

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Scenarios for the Restart Process

4.When control is passed to the software that was just loaded, the following messages display:

Starting...

Updating boot code...

DO NOT UNPLUG THE

PHONE!

This message continues while the new boot code is being written into RAM.

5.The telephone detects and displays the speed of the Ethernet interface in Mbps, that is, 0, 10, or 100. The message No Ethernet displays until the software determines whether the interface is 10 Mbps or 100 Mbps.

Note:

The Ethernet speed indicated is the LAN interface speed for both the telephone and any attached PC.

6.The software determines whether sufficient IP address information was downloaded. In this scenario, it is discovered that sufficient information has not been downloaded. The following message displays while the DHCP process is invoked:

DHCP: 0 secs * to program

The number of elapsed seconds is incremented once per second, until DHCP successfully completes.

7. The following message displays while the TFTP or HTTP process is invoked:

TFTP: n

 

HTTP: n uri

www.xxx.yyy.zzz

 

 

 

 

 

The number increments once per second, until the TFTP or HTTP server responds.

8.The following message displays while the upgrade script downloads from the TFTP or HTTP server:

46XXUPGRADE.SCR n KB received

where n is the number of KBs that have been downloaded.

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9.The script file is processed. The software determines that the telephone’s boot code file name (BOOTNAME) is not the latest version. APPNAME is set to the name of an application file to replace the boot code. The following message displays while the application file is downloaded into RAM:

app_filename n KB received

where n is the number of KBs downloaded.

10. The following message displays while the application file is stored in flash memory:

Saving to flash n%, x secs

where n is the percentage of the file stored, andx is the number of elapsed seconds. This usually takes longer than the file download.

11.The following message displays while the phone is reset so the application file can be executed:

Restarting...

12.While the hardware is being initialized, the following message displays:

Initializing

13.While either the new application file is uncompressed into RAM, the following message displays:

Loading: 5 secs 4620_031225.app 4035 KB

This message counts the seconds as the application file (4620_031225.app in this example) is being written into RAM.

14.When control is passed to the software that was just loaded, the following message displays:

Starting...

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15.While the entire flash memory is erased in preparation for rewriting the code, the following message displays:

Clearing...

n%, xsecs

where n is the percentage of memory erased andx is the number of elapsed seconds during erasing.

16. While the boot code is rewritten, the following message displays:

Updating...

n%, xsecs

where n is the percentage of boot code rewritten andx is the number of elapsed seconds during rewriting.

17.When the new boot code is successfully written into the flash memory, the application corrupts its own checksum stored in flash. The application then resets the phone so the latest system-specificapplication file can be downloaded.

18.Continue with the next procedure.

Latest Boot File Loaded/No Application File or

Application File Needs to be Upgraded

Use the following procedure:

Note:

This procedure occurs with normal application file upgrades.

1.The following message displays:

Restarting...

2.While the hardware is being initialized, the following message displays:

Initializing

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3.While either the application file if there is one or the boot code is uncompressed into RAM, the following message displays:

Loading: 5 secs 4620_031225.app 4035 KB

This message counts the seconds as the application file (4620_031225.app in this example) is being written into RAM.

4.When control is passed to the code in RAM, the following message displays:

Starting...

5.The telephone detects and displays the speed of the Ethernet interface in Mbps, that is, 0, 10, or 100. The message No Ethernet displays until the software determines whether the interface is 10 Mbps or 100 Mbps.

Note:

The Ethernet speed indicated is the LAN interface speed for both the telephone and any attached PC.

6.The software determines whether sufficient IP address information was downloaded. In this scenario, it is discovered that sufficient information has not been downloaded. The following message displays while the DHCP process is invoked:

DHCP: 0 secs * to program

The number of elapsed seconds is incremented once per second, until DHCP successfully completes.

7. The following message displays while the TFTP or HTTP process is invoked:

TFTP: n

 

HTTP: n uri

www.xxx.yyy.zzz

 

 

 

 

 

The number increments once per second, until the TFTP or HTTP server responds.

8.The following message displays while the upgrade script is downloaded from the TFTP server:

46XXUPGRADE.SCR n KB received

where n is the number of KBs downloaded.

80 4600 Series IP Telephone Release 2.2 Installation Guide