Avaya BCM 5.0 Troubleshooting
BCM 5.0 Troubleshooting Guide
BCM 5.0
Business Communications Manager
Document Status:Standard
Document Number: NN40170-700
Document Version: 01.01
Date: August 2009
Copyright © 2009 Nortel Networks, All Rights Reserved.
All rights reserved.
The information in this document is subject to change without notice. The statements, configurations, technical data, and
recommendations in this document are believed to be accurate and reliable, but are presented without express or implied
warranty. Users must take full responsibility for their applications of any products specified in this document. The
information in this document is proprietary to Nortel Networks.
Trademarks
Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks.
Microsoft, MS, MS-DOS, Windows, and Windows NT are trademarks of Microsoft Corporation.
All other trademarks and registered trademarks are the property of their respective owners.
Sourced in Canada
Task List
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Initial Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Hardware Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
To verify the keycodes using Element Manager............................................................28
To verify the keycodes using Telset ..............................................................................28
To restart the system .....................................................................................................29
Viewing the POST log file ..............................................................................................31
To test the main unit ......................................................................................................33
To troubleshoot the main unit ........................................................................................33
To test the expansion unit .............................................................................................34
To troubleshoot the expansion unit ...............................................................................34
Testing an MBM ............................................................................................................35
Determining why a BCM450 MBM does not appear in Element Manager ....................35
Determining why a BCM50 MBM does not appear in Element Manager ......................36
Troubleshooting the FEM on the BCM450 ....................................................................36
To determine why the ATA 2 does not function.............................................................36
To determine why there is no dial tone at the ATA2......................................................37
To check the ATA2 wiring..............................................................................................37
To perform a Level 1 reset (configuration reset) ...........................................................41
To perform a Level 2 reset (software reset) ..................................................................41
3
Software Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
To check line programming ...........................................................................................44
To restore data from an archive ....................................................................................52
To restore the factory configuration...............................................................................53
To view the BCM software inventory .............................................................................54
To obtain updates from the Nortel Technical Support Web page..................................54
Advanced Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Troubleshooting example 1 ...........................................................................................55
Troubleshooting example 2 ...........................................................................................57
Troubleshooting example 3a .........................................................................................64
Troubleshooting example 3b .........................................................................................64
Troubleshooting example 4 ...........................................................................................65
Troubleshooting example 5 ...........................................................................................66
Troubleshooting example 6 ...........................................................................................71
Troubleshooting example 7 ...........................................................................................71
Recovery trees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Downloading Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
To download software from the BCM Web page ...........................................................82
Troubleshooting Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Accessing the CLI through a serial connection .............................................................85
BCM 5.0 Troubleshooting Guide
4 Task List
Accessing the CLI through the OAM port ......................................................................85
Understanding System Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
To set Release Reasons ...............................................................................................89
Useful Troubleshooting Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
To use the Knowledge and Solution Engine..................................................................92
Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
To perform a backup .....................................................................................................93
To restore data from the BCM .......................................................................................94
Completing a warm or cold reset...................................................................................95
Recovering a lost password ..........................................................................................95
To view an alarm ...........................................................................................................96
To acknowledge an alarm .............................................................................................97
Using the Element Manager to transfer log files............................................................98
Capturing the current configuration ...............................................................................99
Viewing the system health ...........................................................................................100
Viewing specific process states ...................................................................................100
Verify the current software revision .............................................................................101
Viewing the system ID and serial number ...................................................................101
Contacting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
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Contents
Chapter 1
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Chapter 2
Initial Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Proper installation and routine maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Network configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Site network map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Logical connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Device configuration information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Other important data about your network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Normal behavior on your network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
5
Chapter 3
Hardware Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
LAN IP Packet Capture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Troubleshooting BCM hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Check the power source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Check LED indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Check the wiring connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Verify the keycodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Restart or shut down the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Power on self test (BCM450 only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Testing basic hardware functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Reset to factory settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Command Line Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Monitoring the boot process (BCM450 only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Chapter 4
Software Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Verify the software version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
BCM 5.0 Troubleshooting Guide
6 Contents
Verify the keycodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Check the programming of lines and phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Restoring system data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Verify the software inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Chapter 5
Advanced Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Example 1: Cannot dial out from an analog trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Example 2: Cannot dial out from a SIP or H323 VoIP trunk . . . . . . . . . . . . . . . . . . . . 57
Example 3: IP set is not registering with the BCM . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Example 4: Cannot install keycode or invalid keycode application . . . . . . . . . . . . . . . 65
Example 5: Cannot dial out from digital trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Example 6: MeetMe Conferencing commands do not work, or conferencing is busy . 70
Example 7: Unable to apply a software update from a USB storage device . . . . . . . . 71
Example 8: Element Manager incorrectly shows expansion cabinet as empty . . . . . . 72
Example 9: HDD-2 LED is Off after installing second hard disk . . . . . . . . . . . . . . . . . 72
Example 10: VLAN interfaces cannot communicate with external devices . . . . . . . . . 72
Check line programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Trunk/Line data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Assigned DNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Viewing the inventory of BCM software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Obtaining software updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Chapter 6
Recovery trees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
System is not processing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Start-up profile fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Cannot access BCM450 through Element Manager . . . . . . . . . . . . . . . . . . . . . . . . . . 75
BCM450 shuts down unexpectedly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Chapter 7
Downloading Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Downloading software from the BCM system webpage . . . . . . . . . . . . . . . . . . . . . . . 79
Downloading software from the Nortel web site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
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Contents 7
Chapter 8
Troubleshooting Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Status and Metrics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Command Line Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Accessing the CLI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Using the Configuration CLI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Using the Maintenance CLI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Chapter 9
Understanding System Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Alarms, logs, and traps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Reporting for dropped calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Chapter 10
Useful Troubleshooting Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Partner Bulletins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Knowledge and Solution Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Using the Knowledge and Solution Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Chapter 11
Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Backup, restore, and reset operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
How do I back up the database? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
How do I restore the BCM from a previous backup? . . . . . . . . . . . . . . . . . . . . . . 94
How do I complete a Warm Reset or Cold Reset? Is it safe and will I lose customer data? 94
Password protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
How do I recover a lost password for the BCM? . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Fault management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
How do I view Alarms? Can I acknowledge and clear them? . . . . . . . . . . . . . . . . 96
System and status information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
How do I capture the logs from the BCM? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
How do I capture the current BCM configuration? . . . . . . . . . . . . . . . . . . . . . . . . 99
How do I find the BCM system health? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
How do I show specific process states? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
How do I verify current software revision? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
How do I find the BCM450 System ID and Serial Number? . . . . . . . . . . . . . . . . 101
Connectivity problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
What is an Ethernet loop, and how do I avoid creating one? . . . . . . . . . . . . . . . 102
BCM 5.0 Troubleshooting Guide
8 Contents
IP addresses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Chapter 12
Contacting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Gathering critical information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Getting Help from the Nortel Web site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Getting help over the phone from a Nortel Solutions Center . . . . . . . . . . . . . . . . . . . 106
Getting help from a specialist by using an Express Routing Code . . . . . . . . . . . . . . 107
Getting help through a Nortel distributor or reseller . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Can I modify the IP address of the OAM port? . . . . . . . . . . . . . . . . . . . . . . . . . . 102
What are the default IP addresses of the BCM ports? . . . . . . . . . . . . . . . . . . . . 103
NN40170-700NN40170-700
Chapter 1
Introduction
Business Communications Manager (BCM) 5.0 provides private network and telephony
management capability to small and medium-sized businesses. The BCM system integrates voice
and data capabilities, and IP Telephony gateway functions into a single telephony system. It also
enables you to create and provide telephony applications for use in a business environment.
Purpose
This guide provides procedural information to help you troubleshoot and isolate problems in your
BCM network.
Audience
9
The BCM 5.0 Troubleshooting Guide is for use by network administrators responsible for
maintaining BCM networks. This guide is also useful for network operations center (NOC)
personnel supporting a BCM managed services solution. The following are the considerations to
use this guide:
• be an authorized BCM administrator within your organization
• know basic Nortel BCM terminology
• be knowledgeable about telephony and IP networking technology
Organization
This guide is organized for easy access to information that explains the troubleshooting procedures
associated with using the BCM system. This guide contains information on the following topics:
• Initial Troubleshooting on page 15
• Hardware Troubleshooting on page 17
• Software Troubleshooting on page 43
• Advanced Troubleshooting on page 55
• Recovery trees on page 73
• Downloading Software on page 79
• Troubleshooting Tools on page 83
• Understanding System Messages on page 89
• Useful Troubleshooting Links on page 91
• Frequently Asked Questions on page 93
• Contacting Technical Support on page 105
BCM 5.0 Troubleshooting Guide
10 Chapter 1 Introduction
Acronyms
The following is a list of acronyms used in this guide.
Table 1 List of acronyms
Acronym Description
3DES Triple Data Encryption Standard
AES Analog Encryption Standard
AIS Alarm Indication Signal
BCM Business Communications Manager
BFT Base Function Tray
BRI Basic Rate Interface
CbC Call by Call
CDR Call Detail Recording
CFA Carrier Failure Alarms
CIF Chassis Interface Card
CLID Calling Line Identification
CPE Customer Premises Equipment
CSU Channel Service Unit
DES Digital Encryption Standard
DHCP Dynamic Host Configuration Protocol
DN Directory Number
DNS Domain Name Server
DNIS Dialed Number Identification Service
DTM Digital Trunk Module
ES Errored Seconds
HTTP Hypertext Transfer Protocol
IP Internet Protocol
ISDN Integrated Switched Digital Network
LAN Local Area Network
MBM Media Bay Module
MIB Management Information Base
MGS Media Gateway Server
MOS Mean Opinion Score
MPS Media Path Server
NAT Network Address Translation
NCM Network Configuration Manager
NOC Network Operations Center
NTP Network Time Protocol
NN40170-700NN40170-700
Table 1 List of acronyms
Acronym Description
OOF Out of Frame
PPP Point-to-Point Protocol
PRI Primary Rate Interface
PBX Private Branch Exchange
PSTN Public Switched Telephone Network
PVQM Proactive Voice Quality Monitoring
QoS Quality of Service
RAI Remote Alarm Indication
RTP Real-time Transport Protocol
SFTP Secure File Transfer Protocol
SNMP Simple Network Management Protocol
SSH Secure Shell
SSL Secure Socket Layer
UAS Unavailable Seconds
UPS Uninterrruptable Power Supply
USB Universal Serial Bus
VoIP Voice over Internet Protocol
VLAN Virtual Local Area Network
VPN Virtual Private Network
WAN Wide Area Network
Chapter 1 Introduction 11
BCM 5.0 Troubleshooting Guide
12 Chapter 1 Introduction
Symbols and conventions used in this guide
These symbols are used to highlight critical information for the BCM system:
Caution: Alerts you to conditions where you can damage the equipment.
Danger: Alerts you to conditions where you can get an electrical shock.
Warning: Alerts you to conditions where you can cause the system to fail or work
improperly.
Note: A Note alerts you to important information.
Tip: Alerts you to additional information that can help you perform a task.
Security note: Indicates a point of system security where a default should be changed,
or where the administrator needs to make a decision about the level of security required
!
for the system.
Warning: Alerts you to ground yourself with an antistatic grounding
strap before performing the maintenance procedure.
Warning: Alerts you to remove the BCM main unit and expansion unit
power cords from the ac outlet before performing any maintenance
procedure.
NN40170-700NN40170-700
Chapter 1 Introduction 13
Related publications are listed below. For more information, see Nortel Business Communication
Manager Documentation Roadmap (NN40170-119).
Nortel Business Communications Manager 5.0 Administration and Security (NN40170-603)
Nortel Business Communications Manager 450 5.0 Installation—System (NN40170-303)
Nortel Business Communications Manager 450 5.0 Maintenance (NN40170-503)
BCM50 5.0 Installation and Maintenance (NN40170-305)
Keycode Installation Guide (NN40010-301)
Nortel Business Communications Manager 5.0 Configuration—Devices (NN40170-500)
Nortel Business Communications Manager 5.0 Configuration—System (NN40170-501)
Telset Administration Guide (NN40070-604)
CallPilot Telephone Administration Guide (NN40170-601)
CallPilot Contact Center Telephone Administration Guide (NN40170-600)
BCM 5.0 Troubleshooting Guide
14 Chapter 1 Introduction
NN40170-700NN40170-700
Chapter 2
Initial Troubleshooting
The information in this chapter applies to both the BCM50 and the BCM450 platforms running
BCM 5.0.
You can better troubleshoot the problems on your network and reduce their impact by preparing
for such events in advance. To do this, you must know the following:
• that your system is properly installed and routinely maintained
• the configuration of your network
• the normal behavior of your network
Navigation
• Proper installation and routine maintenance on page 15
• Network configuration on page 15
• Normal behavior on your network on page 16
15
Proper installation and routine maintenance
For more information about detailed installation information, see Nortel Business
Communications Manager 5.0 Installation—System (NN40170-303).This document also outlines
the routine tasks required for operating the BCM50 and BCM450.
Network configuration
To keep track of your network’s configuration, gather the information described in the following
sections. This information, when kept up-to-date, is extremely helpful when you experience
network or device problems.
• Site network map on page 15
• Logical connections on page 16
• Device configuration information on page 16
• Other important data about your network on page 16
Site network map
A site network map identifies where each device is physically located on your site, which helps
locate the users and applications that are affected by a problem. You can use the site network map
to systematically search each part of your network for problems.
BCM 5.0 Troubleshooting Guide
16 Chapter 2 Initial Troubleshooting
Logical connections
With virtual LANs (VLANs), you must know how your devices are connected logically as well as
physically.
Device configuration information
You should maintain online and paper copies of your device configuration information. Ensure
that all online data is stored with your site’s regular data backup. If your site does not have a
backup system, copy the information onto a backup disk (such as a CD or zip disk) and store the
backup disk at an offsite location.
Other important data about your network
For a complete picture of your network, have the following information available:
• All passwords—Store passwords in a safe place. It is a good practice to keep records of your
previous passwords in case you must restore a device to a previous software version and need
to use the old password that was valid for that version.
• Device inventory—It is a good practice to maintain a device inventory, which list all devices
and relevant information for your network. The inventory allows you to easily see the device
type, IP address, ports, MAC addresses, and attached devices.
• MAC address-to-port number list—If your hubs or switches are not managed, you must
keep a list of the MAC addresses that correlate to the ports on your hubs and switches.
• Change control—Maintain a change control system for all critical systems. Permanently store
change control records.
• Contact details—It is a good practice to store the details of all support contracts, support
numbers, engineer details, and telephone and fax numbers. Having this information available
when troubleshooting can save a lot to time.
Normal behavior on your network
When you are familiar with the performance of your network when it is fully operational, you can
be more effective at troubleshooting problems that arise. To understand the normal behavior of
your network, monitor your network over a long period of time. During this time you can see a
pattern in the traffic flow, such as which devices are typically accessed or when peak usage times
occur.
To identify problems, you can use a baseline analysis, which is an important indicator of overall
network health. A baseline serves as a useful reference of network traffic during normal operation,
which you can then compare to captured network traffic while you troubleshoot network
problems. A baseline analysis speeds the process of isolating network problems. By running tests
on a healthy network, you compile normal data for your network. This normal data can then be
used to compare against the results that you get when your network is experiencing trouble. For
example, ping each node to discover how long it typically takes to receive a response from devices
on your network. Capture and save each device’s response time and when you are troubleshooting
you can use these baseline response times to help you troubleshoot.
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Chapter 3
Hardware Troubleshooting
The information in this chapter applies to both the BCM50 and BCM450 platforms running BCM
5.0.
Perform the tasks in this chapter to troubleshoot problems related to the BCM50 and BCM450
hardware components.
Navigation
• Troubleshooting BCM hardware on page 18
• Power on self test (BCM450 only) on page 31
• Testing basic hardware functionality on page 32
• Monitoring the boot process (BCM450 only) on page 41
17
LAN IP Packet Capture
Use the LAN IP packet capture feature to help isolate and resolve voice applications set up issues.
You must have DataAdmin privileges to use the LAN Packet capture feature.
You can initiate IP packets capture on the BCM LAN and store captured IP packets in the output
file on BCM filesystem or a USB flash drive. LAN IP Packet Capture is accessed through
Business Element Manager at Administration > Utilities > LAN IP Packet Capture. Packets can be
captured at the OAM port or any of the LAN ports.
On the Configuration tab, you can select to store the output file on a network drive, a USB flash
drive, or on the BCM system. The configuration options will change depending on where you want
to store the output file.
The Filters tab allows you to set filters to reduce or increase the amount of data captured.
The table Reset functions on page 18 lists the fields on the LAN IP Packet Capture panel.
BCM 5.0 Troubleshooting Guide
18 Chapter 3 Hardware Troubleshooting
Table 1 Reset functions
Variable Description
Port The port you want to capture from. If LAN is selected,
all LAN ports will be captured.
Mode Promiscuous: gives IP Packet Capture access to all
packets on the LAN.
Non-promiscuous: gives IP Packet Capture access
only to packets coming to or from the BCM.
Output format Allows you to select the output format. The options
are:
Raw: The raw packet data.
Text: converts the data to a text file.
Duration (sec) : The duration (in seconds) of the capture.
Start Starts the capture
Stop Stops the capture
Status View the status of the capture
IP packets going to WAN port will not be captured if entering one of the router ports regardless of
Promiscuous mode state. Any packets entering any of the LAN ports will always be captured if
promiscuous mode is ON.
If you are using a USB flash drive and it is disconnected during the capture, the capture session
does not stop. Stop the capture manually before disconnecting the USB drive.
Troubleshooting BCM hardware
Complete the following tasks, in the order shown below, to troubleshoot some of the common
problems that you may encounter with the BCM50 and BCM450 hardware:
• Check the power source on page 18
• Check LED indicators on page 19
• Check the wiring connections on page 27
• Verify the keycodes on page 28
• Restart or shut down the system on page 29
Check the power source
Begin troubleshooting the hardware by checking the power source:
• check the connection between the power supply and the main unit
• check the connection from the power supply to the electrical outlet
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Chapter 3 Hardware Troubleshooting 19
Check LED indicators
After checking the power source, check the LED indicators. This section describes the operation of
the BCM450 system LEDs:
• BCM450 system status LEDs on page 19
• BCM50 system status LEDs on page 19
• LAN port LEDs on page 21
• ADSL router LEDs (BCM50a and BCM50ba only) on page 22
• Ethernet router LEDs (BCM50e and BCM50be only) on page 23
• BRI port LEDs on main unit (BRI series only) on page 24
• Media bay module LEDs on page 25
• DTM LEDs on page 26
• BRIM LEDs on page 27
Not all MBMs are supported on all platforms. For details on which MBMs are supported on each
platform, see Nortel Business Communications Manager 450 5.0 Installation—System
(NN40170-303), Nortel Business Communications Manager 450 5.0 Maintenance
(NN40170-503), or BCM50 5.0 Installation and Maintenance Guide (NN40170-305).
BCM450 system status LEDs
The chassis of the BCM450 contains two LEDs: a Status LED and a Power LED. The Power LED
is located at the bottom left of the chassis; the Status LED is immediately above it. The table “LED
states with descriptions of LED combinations” on page 20 describes the meaning of the system
status LEDs in the following situations:
• start-up sequence: LED indicators during the normal start-up process
• safe-mode start-up sequence: LED indicators during a safe-mode start-up
• shutdown sequence: LED indictors during a shutdown or failure
• start-up profile sequence: LED indicators during an initial installation or staging
BCM50 system status LEDs
The information in this section applies to the BCM50 platform only.
The two system status LEDs on the BCM50 main units (BCM50, BCM50a, BCM50e, BCM50b,
BCM50ba, and BCM50be) show the current state of the BCM50 system.
You can view the system status LEDs on the faceplate and on the top of the main unit, as shown in
the figure Location of system status LEDs on a BCM50 main unit on page 20. The bottom LED is
the power LED, and the top LED is the status LED. Under normal operating conditions, both
LEDs are solid green.
BCM 5.0 Troubleshooting Guide
20 Chapter 3 Hardware Troubleshooting
Figure 1 Location of system status LEDs on a BCM50 main unit
The table LED states with descriptions of LED combinations on page 20 describes the meaning of
the system status LEDs after the system turn on and is in service.
During BCM50 system startup or restart, the system status LEDs move through a sequence of state
changes. If either the power LED or status LED is yellow, the system is initializing and is not
ready for service. The table LED states with descriptions of LED combinations on page 20 shows
the key states indicating service availability.
Table 2 LED states with descriptions of LED combinations
Power LED Status LED LED combinations description
Start-up sequence
Solid yellow Solid yellow Power is applied to the system.
Solid yellow Off POST (Power On Self Test) (duration 9 seconds)
Solid yellow Solid yellow System initialization (duration 14 seconds)
Solid green Solid yellow Kernel initialization (duration 8 seconds) or Safe OS
Solid green Blinking green Services initialization (duration 1 minute)
Solid green Solid green System running
Solid green Solid red Services initialization FAILURE
Safe Mode start-up sequence
Solid red Solid green System is running with manufacturing settings enabled
Solid red Solid red System is running in Software Reset mode
Solid red Blinking yellow System is running in Configuration Reset mode
Shutdown sequence or FAILURE
Solid green Blinking yellow Graceful shutdown in progress (trigger: Element Manager
Off Solid yellow Graceful shutdown completed.
NN40170-700NN40170-700
or UPS)
Chapter 3 Hardware Troubleshooting 21
Table 2 LED states with descriptions of LED combinations
Power LED Status LED LED combinations description
Solid red Blinking yellow Overheat detected; thermal shutdown completed
Solid red Solid red Power spike or rail power fluctuation detected
Blinking red Solid red Rail power fluctuation; power monitor shutdown completed
Solid yellow Solid red Power spike shutdown completed (temperature and rail
power OK)
Off Off No power; system is shut down (power cable is
disconnected)
Start-up profile (LED combinations seen only during initial system install or staging)
Blinking yellow Blinking yellow Start-up profile executing
Solid green Solid green Start-up profile successfully applied
Blinking yellow Blinking red Start-up profile FAILURE
LAN port LEDs
Each LAN port on the main unit and expansion unit has two LEDs. These LEDs indicate the status
of the connection for that LAN port. The table LAN port LED locations on the BCM450 main unit
on page 21 shows the location of these LEDs on the main unit.
Figure 2 LAN port LED locations on the BCM450 main unit
LAN port
LAN port LEDs
LAN port
The figure LAN port LED locations on the BCM50 main unit on page 22 shows the LAN port
LED locations on the BCM50 main unit. The expansion ports on the BCM50 main unit also
function as LAN ports. The expansion port LEDs indicate LAN activity only. The LEDs do not
indicate expansion unit presence. The LEDs do not light.
BCM 5.0 Troubleshooting Guide
22 Chapter 3 Hardware Troubleshooting
Figure 3 LAN port LED locations on the BCM50 main unit
The table LAN port and expansion port LED indicators on page 22 describes the possible LED
states for the LAN ports LEDs.
Table 3 LAN port and expansion port LED indicators
LED Status Description
Ye l l o w (l e ft
LED)
Green (right
LED)
Both LEDs Off No connection.
Any LED Flashing The LAN port is sending or receiving network data. The frequency of the flashes
On
On
The LAN port is operating at 10 Mb/s.
The LAN port is operating at 100 Mb/s.
increases with increased traffic.
ADSL router LEDs (BCM50a and BCM50ba only)
The three ADSL router LEDs on the faceplate of the BCM50a and BCM50ba main units monitor
router status, data, and DSL. The figure ADSL router LEDs on the BCM50a and BCM50ba main
units (BCM50a shown) on page 23 shows the location of the three ADSL router LEDs.
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Chapter 3 Hardware Troubleshooting 23
Figure 4 ADSL router LEDs on the BCM50a and BCM50ba main units (BCM50a shown)
The table ADSL router LED descriptions on page 23 describes the possible ADSL router LED
states.
Table 4 ADSL router LED descriptions
LED Status Description
Router status On The router card is functioning properly.
Off The router card is not ready or has malfunctioned.
Flashing The router card restarts.
Data Flashing The router card is sending or receiving data through the
WAN port.
Off The router card is not sending or receiving data through the
DSL On The router card is linked successfully to a digital subscriber
Off The DSL link is not functioning.
Flashing The router card is initializing the DSL line.
WAN port.
line access multiplexer (DSLAM).
Ethernet router LEDs (BCM50e and BCM50be only)
The three Ethernet router LEDs on the BCM50e and BCM50be main units monitor the router
status and the WAN port. The figure Ethernet router LEDs on the BCM50e and BCM50be main
units (BCM50e shown) on page 24 shows the location of the three Ethernet router LEDs.
BCM 5.0 Troubleshooting Guide
24 Chapter 3 Hardware Troubleshooting
Figure 5 Ethernet router LEDs on the BCM50e and BCM50be main units (BCM50e shown)
The table LAN port LED indicators on page 24 describes the possible Ethernet router LED states.
Table 5 LAN port LED indicators
LED Status Description
Router status On The router card is functioning properly.
Off The router card is not ready or malfunctioned.
Flashing The router card restarts.
WAN port yellow On The WAN port is operating at 10 Mb/s.
WAN port green On The WAN port is operating at 100 Mb/s.
Any WAN port LED Flashing The WAN port is sending or receiving network data. The
frequency of the flashes increases with increased traffic.
Both WAN port LEDs Off No connection.
BRI port LEDs on main unit (BRI series only)
The three BRI port LEDs on the BCM50b, BCM50ba, and BCM50be main units monitor the BRI
port status. The figure BRI port LEDs on the BCM50b, BCM50ba, and BCM50be main units
(BCM50b shown) on page 25 shows the location of the BRI ports and LEDs.
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Chapter 3 Hardware Troubleshooting 25
Figure 6 BRI port LEDs on the BCM50b, BCM50ba, and BCM50be main units (BCM50b shown)
The table BRI port LED indicators on page 25 describes the possible BRI port LED states.
Table 6 BRI port LED indicators
LED (channel) Status Description
D On (green) D channel is functioning through this BRI port.
B1 On (green) B channel 1 is functioning through this BRI port.
B2 On (green) B channel 2 is functioning through this BRI port.
Media bay module LEDs
The two media bay module (MBM) LEDs on an expansion unit show the power and status of the
MBM. The figure MBM LEDs on page 25 shows the location of the
LEDs on an MBM. The power and status LEDs are in the same location on all MBMs.
Figure 7 MBM LEDs
Power Status
The table MBM LED descriptions on page 25 describes the possible MBM LED states.
Table 7 MBM LED descriptions
Power Status Description
Off Off The MBM has no power, or a failure occurred on the MBM power converter.
On Off BCM450 to expansion unit failure or system initialization.
(Power) and (Status)
BCM 5.0 Troubleshooting Guide
26 Chapter 3 Hardware Troubleshooting
Table 7 MBM LED descriptions
Power Status Description
On Blinking Hardware is working, but an operational problem exists such as:
• no link to the main unit is detected
• frame alignment is lost on messages from the main unit
• bandwidth not allocated
• MBM is in maintenance state
• MBM is in download state (GASM, GATM4/GATM8)
Blinking Blinking The MBM has power, but a hardware problem exists such as:
• partial failure of power converter
• thermal overload
• fan failure
On On The MBM is ready to operate.
DTM LEDs
The DTM has additional LEDs that are not on most other MBMs. Figure 8 on page 26 shows the
location of the DTM LEDs.
Figure 8 DTM LEDs
Power LED
Status LED
In service LED
Loopback test LED
Receive LEDs
Error
Alarm
Transmit LEDs
Error
Alarm
The table DTM LED functions on page 26 describes the functions of the DTM LEDs.
Table 8 DTM LED functions (Sheet 1 of 2)
LED Status Descriptions
Power – See “Media bay module LEDs” for details.
Status – See “Media bay module LEDs” for details.
In service Flashing The T1, ETSI, or PRI trunks are out of service because a loopback test is
Loopback test On A continuity loopback test is running.
running or the DTM is initializing.
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Chapter 3 Hardware Troubleshooting 27
Table 8 DTM LED functions (Sheet 2 of 2)
LED Status Descriptions
Receive alarm On A problem with the received digital transmission. This half-duplex link does
not work.
Receive error On A small error as a result of degraded digital transmission. Possible causes are
Transmit alarm On The DTM cannot transmit. The DTM sends an alarm indication signal (AIS) to
Transmit error On The DTM is sending a remote alarm indication (RAI) carrier failure alarm
All LEDS Flashing The DTM is initializing.
an ohmic connection, water ingress, or too long a loop.
the terminating switch. This half-duplex link does not work.
(CFA) to the terminating switch. If the transmit alarm is not on, this error
indicates a far-end or cable problem.
BRIM LEDs
The BRIM has one additional LED beside each RJ-48C jack. These LEDs are on when the ISDN
line is active. The figure BRIM LEDs on page 27 shows the location of the LEDs on a BRIM.
Figure 9 BRIM LEDs
Power LED
Status LED
For more information on the power and status LED functions, see Media bay module LEDs on
page 25.
Check the wiring connections
After you check the power source and the LEDs, begin to check the wiring. Check the connections
between the following components:
• the expansion unit and the main unit
• the main unit and to the MBMs—make sure that the cables are properly seated and are
connected to the correct ports
• for the BCM450, the power supply and the AC power outlet
• for the BCM50, the power supply and the main unit and the AC power outlet
• if you are using a UPS, check the connection from:
— the USB port on the BCM450 to the USB port on the UPS
— the UPS and the electrical outlet
BCM 5.0 Troubleshooting Guide
28 Chapter 3 Hardware Troubleshooting
— the connection from the power supply to both the UPS and the BCM450 main unit
• the lines and extensions connected through the RJ-21 telephony connector
• the auxiliary equipment—connections at the auxiliary terminal block, or at the patch panel
• For more information on wiring connections, refer to Nortel Business Communications
Manager 450 5.0 Installation—System (NN40170-303) or BCM50 5.0 Installation and
Maintenance (NN40170-305).
Verify the keycodes
If a specific feature is not functioning, verify that the feature is included in your installed
keycodes. This section provides procedure for verifying the installed keycodes using either
Element Manager or Telset. For more detailed information about retrieving and entering the
keycode for your system, see the Keycode Installation Guide (NN40010-301).
To verify the keycodes using Element Manager
1 In the Task Navigation Panel, select the Configuration tab.
2 Select the System folder and click the Keycodes task.
The Keycodes panel displays and the installed features appear in the Keycodes list.
3 To enter a new keycode, click Load File.
4 Browse to where you saved the keycode file you downloaded from KRS.
5 Click Open.
The file uploads and the feature appears in the Keycodes list.
To verify the keycodes using Telset
1 Select Feature 9*8 from a two-line display telephone.
2 Enter the following user ID and password:
User ID: SETNNA
Password: CONFIG
The numerical values of the user ID and password are 738662 and 266344, respectively.
3 Press NEXT to scroll through the menu and select Feature Codes.
4 Press OK.
The system ID (SID) displays.
5 Press NEXT.
6 Enter your sequence ID.
7 Press NEXT to scroll through the list and perform one or both of the following tasks:
a To activate features, select Feature List.
• Press SHOW to view the available features.
• Use the soft keys to activate features for your system.
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Chapter 3 Hardware Troubleshooting 29
b To enter a new keycode, select Entitlement Code.
• Press SHOW to view the current keycode.
• Use the soft keys to modify the keycode for your system.
Restart or shut down the system
You can use the BCM 5.0 Reset utility to:
• perform a warm reset of telephony services
• perform a cold reset of telephony services
You can also perform a Configuration Reset, which restores the configuration settings to factory
default, or a Software Reset which restores both the software and configuration settings to factory
default. For more information on Configuration and Software resets. Use this procedure to restart
the system.
To restart the system
Perform this procedure to restart the system from the Element Manager.
1 Select Administration > Utilities > Reset.
2 Click the appropriate reset button.
The table Reset functions on page 29 lists the Reset functions.
Table 9 Reset functions
Function Description Impact
Warm Reset Telephony
Services
Cold Reset Telephony
Services
Restarts telephony services running
on the BCM450 system
Resets telephony programming of
the BCM450 system to the factory
defaults for that software level
Restarts all telephony services,
including LAN CTE, voice mail, and
IP telephony. This operation does not
affect configuration parameters or
programming.
Affects all telephony services,
including LAN CTE, voice mail, and
IP telephony.
Telephony services restart with all
telephony programming at default
values for the specified region,
template, and start DN, for the
current software release level.
A cold reset erases voice message
mailboxes and messages if the DN
length is not set to system defaults.
For information about setting the DN
length, refer to Nortel Business
Communications Manager 5.0
Configuration—Devices
(NN40170-500).
BCM 5.0 Troubleshooting Guide
30 Chapter 3 Hardware Troubleshooting
Table 10 BCM50 hardware reset functions
Reset Level Description Impact
Level 1 This reset erases all the
customer-specific data and
restores the default
configuration for all
components.
The LED illuminates yellow to
denote Level 1 reset.
Level 2 This reset erases all the
customer-specific data and
software releases and
patches.
This also resets the router
firmware to the original
configuration settings.
The LED illuminates red to
denote Level 1 reset.
Reboot
You can use the Reboot utility to:
Only the system and user
configuration data is erased
and replaced with default
values.
The software components are
not altered, that is, the system
will have the latest release and
patch level of the software
installed.
There will be no Ethernet
connectivity during this
operation.
The system re-installs the
original factory configuration
settings.
There will be no Ethernet
connectivity during this
operation.
• reboot the BCM450 system
• shut down the system
• reboot the integrated router (BCM50a/e only)
• create a scheduled reboot to take place at a specified time. This can be configured to occur
once, daily, weekly or monthly.
The table Reboot functions on page 30 lists the Reboot functions.
Table 11 Reboot functions
Function Description Impact
Reboot BCM450
System
System Shutdown Shuts down the BCM450. Stops all services in preparation for
Add (Scheduled Reboot
tab)
Restarts the operating system of the
BCM450 system.
Allows you to create a new Scheduled
Reboot.
Temporarily stops all services on the
system. Restarts all services.
This operation does not affect configuration
parameters or programming.
removing power from the system.
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