Avaya CallPilot 703t Maintenance And Diagnostics
Avaya CallPilot® 703t Server Maintenance
and Diagnostics
5.0
NN44200-702, 01.09
December 2010
© 2010 Avaya Inc.
All Rights Reserved.
Notice
While reasonable efforts have been made to ensure that the
information in this document is complete and accurate at the time of
printing, Avaya assumes no liability for any errors. Avaya reserves the
right to make changes and corrections to the information in this
document without the obligation to notify any person or organization of
such changes.
Documentation disclaimer
“Documentation” means information published by Avaya in varying
mediums which may include product information, operating instructions
and performance specifications that Avaya generally makes available
to users of its products. Documentation does not include marketing
materials. Avaya shall not be responsible for any modifications,
additions, or deletions to the original published version of
documentation unless such modifications, additions, or deletions were
performed by Avaya. End User agrees to indemnify and hold harmless
Avaya, Avaya's agents, servants and employees against all claims,
lawsuits, demands and judgments arising out of, or in connection with,
subsequent modifications, additions or deletions to this documentation,
to the extent made by End User.
Link disclaimer
Avaya is not responsible for the contents or reliability of any linked Web
sites referenced within this site or documentation provided by Avaya.
Avaya is not responsible for the accuracy of any information, statement
or content provided on these sites and does not necessarily endorse
the products, services, or information described or offered within them.
Avaya does not guarantee that these links will work all the time and has
no control over the availability of the linked pages.
Warranty
Avaya provides a limited warranty on its Hardware and Software
(“Product(s)”). Refer to your sales agreement to establish the terms of
the limited warranty. In addition, Avaya’s standard warranty language,
as well as information regarding support for this Product while under
warranty is available to Avaya customers and other parties through the
Avaya Support Web site:
you acquired the Product(s) from an authorized Avaya reseller outside
of the United States and Canada, the warranty is provided to you by
said Avaya reseller and not by Avaya.
Licenses
THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA
WEBSITE,
APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR
INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC.,
ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER
(AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH
AVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESS
OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES
NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED
FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN
AVAYA AUTHORIZED RESELLER; AVAYA RESERVES THE RIGHT
TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE
USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY
INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR
AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF
YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING,
DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER
REFERRED TO INTERCHANGEABLY AS “YOU” AND “END USER”),
AGREE TO THESE TERMS AND CONDITIONS AND CREATE A
BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE
APPLICABLE AVAYA AFFILIATE (“AVAYA”).
HTTP://SUPPORT.AVAYA.COM/LICENSEINFO/ ARE
http://support.avaya.com. Please note that if
Copyright
Except where expressly stated otherwise, no use should be made of
materials on this site, the Documentation, Software, or Hardware
provided by Avaya. All content on this site, the documentation and the
Product provided by Avaya including the selection, arrangement and
design of the content is owned either by Avaya or its licensors and is
protected by copyright and other intellectual property laws including the
sui generis rights relating to the protection of databases. You may not
modify, copy, reproduce, republish, upload, post, transmit or distribute
in any way any content, in whole or in part, including any code and
software unless expressly authorized by Avaya. Unauthorized
reproduction, transmission, dissemination, storage, and or use without
the express written consent of Avaya can be a criminal, as well as a
civil offense under the applicable law.
Third-party components
Certain software programs or portions thereof included in the Product
may contain software distributed under third party agreements (“Third
Party Components”), which may contain terms that expand or limit
rights to use certain portions of the Product (“Third Party Terms”).
Information regarding distributed Linux OS source code (for those
Products that have distributed the Linux OS source code), and
identifying the copyright holders of the Third Party Components and the
Third Party Terms that apply to them is available on the Avaya Support
Web site:
Trademarks
The trademarks, logos and service marks (“Marks”) displayed in this
site, the Documentation and Product(s) provided by Avaya are the
registered or unregistered Marks of Avaya, its affiliates, or other third
parties. Users are not permitted to use such Marks without prior written
consent from Avaya or such third party which may own the Mark.
Nothing contained in this site, the Documentation and Product(s)
should be construed as granting, by implication, estoppel, or otherwise,
any license or right in and to the Marks without the express written
permission of Avaya or the applicable third party.
Avaya is a registered trademark of Avaya Inc.
All non-Avaya trademarks are the property of their respective owners,
and “Linux” is a registered trademark of Linus Torvalds.
Downloading Documentation
For the most current versions of Documentation, see the Avaya
Support Web site:
Contact Avaya Support
Avaya provides a telephone number for you to use to report problems
or to ask questions about your Product. The support telephone number
is 1-800-242-2121 in the United States. For additional support
telephone numbers, see the Avaya Web site:
Japan Denan statement
The following applies to server models 1006r, 1005r, 703t, and 1002rp:
http://support.avaya.com/Copyright.
http://support.avaya.com.
http://support.avaya.com.
2 Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010
Japan VCCI statement
The following applies to server models 1006r, 1005r, 703t, 201i, and
1002rp:
This is a Class A product based on the standard of the Voluntary Control
Council for Interference by Information Technology Equipment (VCCI).
If this equipment is used in a domestic environment, radio disturbance
may occur, in which case, the user may be required to take corrective
action.
Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010 3
4 Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010
Contents
Chapter 1: Customer service..................................................................................................11
Getting technical documentation.....................................................................................................................11
Getting product training...................................................................................................................................11
Getting help from a distributor or reseller........................................................................................................11
Getting technical support from the Avaya Web site........................................................................................12
Chapter 2: About this guide...................................................................................................13
In this chapter..................................................................................................................................................13
Maintenance and diagnostics overview..........................................................................................................13
Replacement parts..........................................................................................................................................13
Preparing for maintenance activities...............................................................................................................14
Customer Documentation Map.......................................................................................................................14
Chapter 3: Troubleshooting your Avaya CallPilot® system................................................19
In this chapter..................................................................................................................................................19
Overview.........................................................................................................................................................19
Interpreting front panel LEDs..........................................................................................................................20
LED locations..................................................................................................................................................20
Network LED states........................................................................................................................................21
Hard drive LED states.....................................................................................................................................22
Power/sleep LED states..................................................................................................................................23
System status LED..........................................................................................................................................23
Tape drive LED states.....................................................................................................................................24
CD-ROM drive LED states..............................................................................................................................25
Interpreting rear panel LEDs...........................................................................................................................25
MPB96 DS30 connection link LED states.......................................................................................................25
Blue LED.........................................................................................................................................................26
Interpreting internal LEDs...............................................................................................................................26
MPB96 LED states..........................................................................................................................................26
PCI FPGA Done LED (closest to the I/O card bracket)...................................................................................27
DSP FPGA Done LED....................................................................................................................................27
CTbus FPGA Done LED (furthest from the I/O card bracket).........................................................................27
RAID controller LED states.............................................................................................................................27
To check if RAID board is working properly....................................................................................................27
Interpreting POST diagnostics........................................................................................................................28
Types of beep codes.......................................................................................................................................28
SCSI controller diagnostics.............................................................................................................................30
BIOS initialization............................................................................................................................................30
RAID controller diagnostics.............................................................................................................................30
What to do when the server fails to boot into service......................................................................................31
When the 703t server does not boot and there are no audible beeps............................................................31
When the 703t server does not boot and the system board LED is red..........................................................32
When the 703t server does not boot and makes audible beeps.....................................................................32
If beeps are short............................................................................................................................................32
If beeps are long.............................................................................................................................................33
When the 703t server boots to the operating system and makes audible beeps............................................33
When the 703t server boots to the operating system but does not boot to CallPilot.......................................33
Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010 5
Chapter 4: Using Windows online diagnostic tools.............................................................35
In this chapter..................................................................................................................................................35
Overview.........................................................................................................................................................35
Operating system Event Viewer......................................................................................................................35
TCP/IP diagnostics..........................................................................................................................................36
chkdsk utility....................................................................................................................................................36
Viewing event logs..........................................................................................................................................36
Types of event logs.........................................................................................................................................37
To use the operating system Event Viewer.....................................................................................................37
Using TCP/IP diagnostic tools.........................................................................................................................39
The ipconfig command....................................................................................................................................40
Ipconfig default................................................................................................................................................40
Ipconfig command syntax...............................................................................................................................40
To run the ipconfig command from Windows..................................................................................................40
The ping command.........................................................................................................................................41
Ping command syntax.....................................................................................................................................41
To run the ping command from Windows........................................................................................................41
The tracert command......................................................................................................................................42
How tracert works...........................................................................................................................................42
Tracert syntax..................................................................................................................................................42
To run the tracert command from Windows....................................................................................................43
The arp command...........................................................................................................................................43
Arp command syntax......................................................................................................................................43
To run the arp command from Windows.........................................................................................................44
The nbtstat command.....................................................................................................................................45
Nbtstat command syntax.................................................................................................................................45
To run the nbtstat command from Windows....................................................................................................46
The netstat command.....................................................................................................................................46
Netstat command syntax.................................................................................................................................46
To run the netstat command from Windows....................................................................................................47
Using the chkdsk utility....................................................................................................................................47
Chkdsk utility syntax........................................................................................................................................47
To run the chkdsk utility from Windows...........................................................................................................48
Chapter 5: Using serial port diagnostic tools.......................................................................49
In this chapter..................................................................................................................................................49
Overview.........................................................................................................................................................49
Shutting down services...................................................................................................................................49
Service to stop for COM 1 testing...................................................................................................................50
Services to stop for COM 2 testing.................................................................................................................50
Net Stop command.........................................................................................................................................50
Net Stop command syntax..............................................................................................................................50
To invoke the Net Stop command from Windows...........................................................................................51
Conducting TSTSERIO tests..........................................................................................................................51
TSTSERIO command syntax..........................................................................................................................51
TSTSERIO internal loopback diagnostic subtests..........................................................................................52
To invoke the TSTSERIO /P command from Windows...................................................................................52
TSTSERIO external loopback plug subtests...................................................................................................53
To invoke the TSTSERIO /S command from Windows...................................................................................53
Conducting TSTSERIO tests with the loopback plug......................................................................................53
9-pin connector plug........................................................................................................................................54
6 Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010
Restarting services..........................................................................................................................................54
Service to restart after COM 1 testing.............................................................................................................54
Services to restart after COM 2 testing...........................................................................................................54
Net Start command.........................................................................................................................................55
To invoke the Net Start command from Windows...........................................................................................55
Chapter 6: Using CallPilot Manager to monitor hardware...................................................57
In this chapter..................................................................................................................................................57
Understanding fault management...................................................................................................................57
Event processing.............................................................................................................................................58
Alarm notification.............................................................................................................................................58
Component dependencies..............................................................................................................................58
Detecting hardware problems.........................................................................................................................59
Alarm Monitor..................................................................................................................................................59
About alarms...................................................................................................................................................59
To investigate using the Alarm Monitor...........................................................................................................60
Event Browser.................................................................................................................................................60
About events...................................................................................................................................................60
To investigate using the Event Browser..........................................................................................................61
Channel and Multimedia Monitors...................................................................................................................61
Disabling call channels....................................................................................................................................62
The Maintenance page...................................................................................................................................62
What the Maintenance page provides.............................................................................................................62
Maintenance activities for each component....................................................................................................63
Viewing component states..............................................................................................................................64
Component states...........................................................................................................................................64
Alert icons.......................................................................................................................................................65
To view the state of a hardware component....................................................................................................65
Starting and stopping components..................................................................................................................66
Stop versus Courtesy stop..............................................................................................................................66
Courtesy stop..................................................................................................................................................66
Stop.................................................................................................................................................................67
Components that can be started and stopped................................................................................................67
To start or stop a component...........................................................................................................................67
Running integrated diagnostics.......................................................................................................................68
Before you begin.............................................................................................................................................69
Diagnostic tests available for each component...............................................................................................69
Components that have diagnostic tests available...........................................................................................69
If a diagnostic test fails or cannot be run.........................................................................................................69
To run a diagnostic test...................................................................................................................................70
Viewing the last diagnostic results..................................................................................................................71
To view the last diagnostics result...................................................................................................................71
Working with the Multimedia Monitor..............................................................................................................72
To view or work with multimedia channel states.............................................................................................72
Working with the Channel Monitor..................................................................................................................73
To view or work with call channel states.........................................................................................................73
Chapter 7: Using Avaya CallPilot® system utilities.............................................................75
In This chapter................................................................................................................................................75
Overview.........................................................................................................................................................75
Accessing the system utilities.........................................................................................................................76
Diagnostics Tool..............................................................................................................................................76
Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010 7
To access the Diagnostics Tool.......................................................................................................................76
To enable startup diagnostics..........................................................................................................................76
To disable startup diagnostics.........................................................................................................................77
PEP Maintenance utility..................................................................................................................................77
To access the PEP Maintenance utility...........................................................................................................77
To view a list of all installed PEPs...................................................................................................................77
Session Trace.................................................................................................................................................78
To access the session trace tool.....................................................................................................................78
To find a session.............................................................................................................................................79
System Monitor...............................................................................................................................................79
To access the System Monitor........................................................................................................................80
Channel Monitor tab........................................................................................................................................80
CallPilot services.............................................................................................................................................81
DSPs...............................................................................................................................................................82
DS30X links.....................................................................................................................................................82
System Info tab...............................................................................................................................................82
Legend/Help tab..............................................................................................................................................83
Chapter 8: Replacing basic chassis components................................................................85
In this chapter..................................................................................................................................................85
Preparing the server for hardware maintenance.............................................................................................85
To disconnect the power and peripheral device cables...................................................................................86
Removing the side cover.................................................................................................................................88
To remove the side cover................................................................................................................................88
Removing and replacing the upper fan holder foam.......................................................................................90
To remove the upper fan holder foam.............................................................................................................91
To replace the upper fan holder foam.............................................................................................................91
Replacing the side cover.................................................................................................................................91
To replace the side cover................................................................................................................................92
Cooling fans description..................................................................................................................................93
Replaceable fan locations...............................................................................................................................94
Fan labels........................................................................................................................................................96
Replacing a front system fan...........................................................................................................................96
To remove a front system fan..........................................................................................................................97
Replacing a rear system fan...........................................................................................................................99
To remove a rear system fan...........................................................................................................................99
Replacing the processor fan.........................................................................................................................101
To remove the processor fan.........................................................................................................................101
Chapter 9: Replacing media drives......................................................................................105
SCSI and IDE drive cabling...........................................................................................................................105
Cabling diagram............................................................................................................................................105
Replacing a faulty hard drive.........................................................................................................................106
Hard drive description...................................................................................................................................107
SCSI drive cabling.........................................................................................................................................107
Hard drive configuration................................................................................................................................107
Filler panels and EMI shields........................................................................................................................108
To remove a hard drive from the server........................................................................................................109
To install the hard drive..................................................................................................................................111
Replacing the tape drive................................................................................................................................113
Filler panels and EMI shields.........................................................................................................................113
Tape drive configuration................................................................................................................................113
8 Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010
To remove the tape drive...............................................................................................................................114
To install a replacement tape drive................................................................................................................115
Replacing the CD-ROM drive........................................................................................................................117
To remove the CD-ROM drive.......................................................................................................................117
To install a replacement CD-ROM drive........................................................................................................118
Replacing the floppy disk drive......................................................................................................................119
To remove the floppy disk drive.....................................................................................................................120
To install a replacement floppy disk drive......................................................................................................121
Chapter 10: RAID operations................................................................................................125
In this chapter................................................................................................................................................125
RAID overview..............................................................................................................................................125
RAID configuring and splitting.......................................................................................................................125
Verifying the RAID firmware..........................................................................................................................126
To verify the RAID firmware version..............................................................................................................126
To upgrade or downgrade the RAID firmware...............................................................................................127
Configuring RAID using LSI Elite 1600 controller and Ctrl+M.......................................................................128
To configure an LSI Elite 1600 RAID system................................................................................................128
Replacing the LSI1600 or LSI320-2 card with LSI320-2...............................................................................130
Verifying consistency on the drives...............................................................................................................131
To perform a consistency check....................................................................................................................132
RAID splitting................................................................................................................................................132
Full data backup............................................................................................................................................133
To split the RAID...........................................................................................................................................133
Perform a CallPilot software upgrade...........................................................................................................134
To synchronize the RAID after a successful upgrade...................................................................................134
To synchronize RAID after an unsuccessful upgrade...................................................................................135
Task summary for configuring RAID..............................................................................................................136
Task summary for RAID splitting...................................................................................................................137
Chapter 11: Replacing or adding voice processing boards..............................................141
In thischapter.................................................................................................................................................141
DSP numbering and location........................................................................................................................141
DSP numbering on MPB96 boards...............................................................................................................141
Replacing MPB96 boards.............................................................................................................................142
Requirements................................................................................................................................................143
To replace an MPB96 board..........................................................................................................................144
Chapter 12: Working with DIMMs and the CPU..................................................................147
In this chapter................................................................................................................................................147
Replacing or adding baseboard DIMMs........................................................................................................147
DIMM sizes and compatibility........................................................................................................................147
To remove baseboard DIMMs.......................................................................................................................148
To install baseboard DIMMs..........................................................................................................................149
Replacing the CPU........................................................................................................................................150
CPU replacement package contents.............................................................................................................150
To remove the faulty CPU.............................................................................................................................151
To install a new CPU.....................................................................................................................................154
Chapter 13: Working with the Avaya CallPilot® server BIOS............................................161
In this chapter................................................................................................................................................161
Overview.......................................................................................................................................................161
Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010 9
BIOS release.................................................................................................................................................161
To determine the BIOS release.....................................................................................................................161
BIOS settings................................................................................................................................................162
Main..............................................................................................................................................................162
Advanced......................................................................................................................................................163
Security.........................................................................................................................................................164
Server............................................................................................................................................................164
Boot...............................................................................................................................................................165
Updating and configuring the BIOS...............................................................................................................166
BIOS update availability................................................................................................................................166
To configure the BIOS...................................................................................................................................166
Recovering from corrupted CMOS and BIOS...............................................................................................167
To recover from a corrupted CMOS..............................................................................................................168
Chapter 14: 703t description reference...............................................................................171
In this appendix.............................................................................................................................................171
Server features..............................................................................................................................................171
Front panel features......................................................................................................................................172
Rear panel diagram.......................................................................................................................................174
Slot assignments...........................................................................................................................................176
Slot definition and numbering........................................................................................................................176
IRQ mapping table........................................................................................................................................177
Index.......................................................................................................................................179
10 Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010
Chapter 1: Customer service
Visit the Avaya Web site to access the complete range of services and support that Avaya provides. Go
to www.avaya.com or go to one of the pages listed in the following sections.
Navigation
Getting technical documentation on page 11
•
• Getting product training on page 11
• Getting help from a distributor or reseller on page 11
Getting technical support from the Avaya Web site on page 12
•
Getting technical documentation
To download and print selected technical publications and release notes directly from the
Internet, go to
www.avaya.com/support.
Getting product training
Ongoing product training is available. For more information or to register, you can access the
Web site at www.avaya.com/support. From this Web site, you can locate the Training contacts
link on the left-hand navigation pane.
Getting help from a distributor or reseller
If you purchased a service contract for your Avaya product from a distributor or authorized
reseller, contact the technical support staff for that distributor or reseller for assistance.
Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010 11
Customer service
Getting technical support from the Avaya Web site
The easiest and most effective way to get technical support for Avaya products is from the
Avaya Technical Support Web site at www.avaya.com/support.
12 Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010
Chapter 2: About this guide
In this chapter
Maintenance and diagnostics overview on page 13
Maintenance and diagnostics overview
The maintenance and diagnostic activities discussed in this guide are divided into two groups of
activities:
• troubleshooting and diagnostics (identifying the cause of and resolving system problems)
• hardware maintenance
This guide is for administrators, technicians, and engineers responsible for maintaining an
Avaya CallPilot® server. This guide assumes that you have basic computing skills, and are
familiar with necessary safety procedures. If you are not able to resolve your problem with the
resources described in this guide, you can also refer to the following document:
Troubleshooting Guide (NN44200-700)
Note:
Avaya continually updates the Troubleshooting Guide. You can obtain the latest version from
www.avaya.com/support.
The Installation and Configuration Task List (NN44200-306) explains how to restart, shut down,
and power up the Avaya CallPilot server. When you purchased your CallPilot server, it came
preinstalled with the operating system and CallPilot server software. If your CallPilot server no
longer functions because of a software problem, you may need to reinstall the CallPilot
software or rebuild the system.
Replacement parts
Before replacing any parts on your server, refer to the Avaya product catalog for the part codes.
Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010 13
About this guide
Caution:
Risk of system damage
The use of parts that are not supplied by Avaya can cause serious system problems or void
your Avaya warranty.
Preparing for maintenance activities
Before you proceed with hardware maintenance activities, review the Installation and
Configuration Task List (NN44200-306) and the 703t Server Hardware Installation
Guide(NN44200-304) guide for the following information:
• required tools and equipment
• recommended safety precautions for electrostatic discharge, handling cards, and
handling your server
• instructions for shutting down your 703t server or for taking it out of service
Customer Documentation Map
The following diagram shows the overall organization and content of the CallPilot
documentation suite.
Table 1: CallPilot Customer Documentation Map
Fundamentals
Avaya CallPilot® Fundamentals Guide (NN44200-100)
Avaya CallPilot® Library Listing (NN44200-117)
Planning and Engineering
Avaya CallPilot® Planning and Engineering Guide (NN44200-200)
Avaya CallPilot® Network Planning Guide (NN44200-201)
Avaya Communication Server 1000 Converging the Data Network with VoIP
Fundamentals (NN43001-260)
Solution Integration Guide for Avaya Communication Server 1000/CallPilot®/NES
Contact Center/Telephony Manager (NN49000-300)
Installation and Configuration
Avaya CallPilot® Upgrade and Platform Migration Guide (NN44200-400)
14 Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010
Customer Documentation Map
Avaya CallPilot® High Availability: Installation and Configuration (NN44200-311)
Avaya CallPilot® Geographic Redundancy Application Guide (NN44200-322)
Avaya CallPilot® Installation and Configuration Task List Guide (NN44200-306)
Avaya CallPilot® Quickstart Guide (NN44200-313)
Avaya CallPilot® Installer Roadmap (NN44200-314)
Server Installation Guides
Avaya CallPilot® 201i Server Hardware Installation Guide (NN44200-301)
Avaya CallPilot® 202i Server Hardware Installation Guide (NN44200-317)
Avaya CallPilot® 202i Installer Roadmap (NN44200-319)
Avaya CallPilot® 703t Server Hardware Installation Guide (NN44200-304)
Avaya CallPilot® 1002rp Server Hardware Installation Guide
(NN44200-300)
Avaya CallPilot® 1002rp System Evaluation (NN44200-318)
Avaya CallPilot® 1005r Server Hardware Installation Guide
(NN44200-308)
Configuration and Testing Guides
Unified Messaging Software Installation
Administration
Avaya CallPilot® Administrator Guide (NN44200-601)
Avaya CallPilot® 1005r System Evaluation (NN44200-316)
Avaya CallPilot® 1006r Server Hardware Installation Guide
(NN44200-320)
Avaya CallPilot® 600r Server Hardware Installation Guide
(NN44200-307)
Avaya CallPilot® 600r System Evaluation (NN44200-315)
Avaya Meridian 1 and Avaya CallPilot® Server Configuration Guide
(NN44200-302)
Avaya T1/SMDI and Avaya CallPilot® Server Configuration Guide
(NN44200-303)
Avaya Communication Server 1000 System and Avaya CallPilot® Server
Configuration Guide (NN44200-312)
Avaya CallPilot® Desktop Messaging and My CallPilot Installation and
Administration Guide (NN44200-305)
Avaya CallPilot® Software Administration and Maintenance Guide (NN44200-600)
Avaya Meridian Mail to Avaya CallPilot® Migration Utility Guide (NN44200-502)
Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010 15
About this guide
Maintenance
Avaya CallPilot® Application Builder Guide (NN44200-102)
Avaya CallPilot® Reporter Guide (NN44200-603)
Avaya CallPilot® Troubleshooting Reference Guide (NN44200-700)
Avaya CallPilot® Preventative Maintenance Guide (NN44200-505)
Server Maintenance and Diagnostics
Avaya CallPilot® 201i Server Maintenance and Diagnostics Guide
(NN44200-705)
Avaya CallPilot® 202i Server Maintenance and Diagnostics Guide
(NN44200-708)
Avaya CallPilot® 703t Server Maintenance and Diagnostics Guide
(NN44200-702)
Avaya CallPilot® 1002rp Server Maintenance and Diagnostics Guide
(NN44200-701)
Avaya CallPilot® 1005r Server Maintenance and Diagnostics Guide
(NN44200-704)
Avaya CallPilot® 1006r Server Maintenance and Diagnostics Guide
(NN44200-709)
Avaya CallPilot® 600r Server Maintenance and Diagnostics Guide
(NN44200-703)
Avaya NES Contact Center Manager Communication Server 1000/
Meridian 1 & Voice Processing Guide (297-2183-931)
End User Information
End User Cards
Avaya CallPilot® Unified Messaging Quick Reference Card
(NN44200-111)
Avaya CallPilot® Unified Messaging Wallet Card (NN44200-112)
Avaya CallPilot® A-Style Command Comparison Card (NN44200-113)
Avaya CallPilot® S-Style Command Comparison Card (NN44200-114)
Avaya CallPilot® Menu Interface Quick Reference Card (NN44200-115)
Avaya CallPilot® Alternate Command Interface Quick Reference Card
(NN44200-116)
Avaya CallPilot® Multimedia Messaging User Guide (NN44200-106)
Avaya CallPilot® Speech Activated Messaging User Guide
(NN44200-107)
Avaya CallPilot® Desktop Messaging User Guide for Microsoft Outlook
(NN44200-103)
16 Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010
Customer Documentation Map
Avaya CallPilot® Desktop Messaging User Guide for Lotus Notes
(NN44200-104)
Avaya CallPilot® Desktop Messaging User Guide for Novell Groupwise
(NN44200-105)
Avaya CallPilot® Desktop Messaging User Guide for Internet Clients
(NN44200-108)
Avaya CallPilot® Desktop Messaging User Guide for My CallPilot
(NN44200-109)
Avaya CallPilot® Voice Forms Transcriber User Guide (NN44200-110)
The Map was created to facilitate navigation through the suite by showing the main task groups
and the documents contained in each category. It appears near the beginning of each guide,
showing that guide's location within the suite.
Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010 17
About this guide
18 Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010
Chapter 3: Troubleshooting your Avaya
CallPilot® system
In this chapter
Overview on page 19
Interpreting front panel LEDs on page 20
Interpreting rear panel LEDs on page 25
Interpreting internal LEDs on page 26
Interpreting POST diagnostics on page 28
SCSI controller diagnostics on page 30
RAID controller diagnostics on page 30
What to do when the server fails to boot into service on page 31
Overview
This section describes the startup diagnostics available on the 703t server and the methods
for troubleshooting startup problems. the following topics are covered:
• Hardware LED states starting on
• Power-On Self-Test (POST) diagnostics on Interpreting POST diagnostics on page
• SCSI controller diagnostics on SCSI controller diagnostics on page 30
• RAID controller diagnostics RAID controller diagnostics on page 30
• What to do when the server fails to boot into service on
Interpreting front panel LEDs on page 20
28
What to do when the server fails to
boot into service on page 31
Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010 19
Troubleshooting your Avaya CallPilot® system
Interpreting front panel LEDs
This section describes LED states visible on the 703t server front panel.
LED locations
Figure 1: LED locations on page 21 shows where the LEDs are located.
20 Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010
Network LED states
Figure 1: LED locations
The server LEDs, from top to bottom and left to right, indicate the status of the following:
• the ELAN and CLAN network interfaces
• hard drive
• power/sleep
• system
LEDs are also provided on the SCSI tape drive faceplate, floppy disk drive faceplate, and the
IDE CD-ROM drive faceplate.
Network LED states
The network LEDs are green and are located as follows:
Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010 21
Troubleshooting your Avaya CallPilot® system
LED position Controller name Controller type LAN type
Left NIC1 10/100Base-T ELAN
Right NIC2 10/100/1000Base-T CLAN
IF the network interface
LED is
off a valid hardware connection with the network has not been
established.
Ensure that the Ethernet cable is connected to both the Ethernet
connector on the server and the respective network hub. If the
cable is connected, ensure that the cable is serviceable.
on a valid hardware connection with the network has been
established.
Note:
Before the 703t server can receive or transmit data, you must
configure valid IP settings on the 703t server.
blinking rapidly activity is occurring on the network.
Note:
This does not mean that the 703t server is actually
transmitting or receiving packets.
THEN
Hard drive LED states
The hard drive LED (the first LED in the row of LEDs below the power button on the 703t server
front panel) is not used because the 703t server is actually equipped with two hard drives.
There are no LEDs on the hard drives.
If hard drive faults occur on the 703t server, you can investigate them by reviewing events in
the following:
• operating system Event Viewer (see
• Avaya CallPilot Event Browser (see
You can also view the status of each hard drive in the MegaRAID Client. For instructions on
accessing and using this utility, see RAID operations on page 125
Viewing event logs on page 36)
Event Browser on page 60)
22 Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010
Power/sleep LED states
The power/sleep LED is the middle LED in the row of LEDs below the power button on the
703t server's front panel (see "Status LEDs" in the diagram on LED locations on page 20). The
LED is green.
Power/sleep LED states
IF the power/sleep status
LED is
green steady the server is powered on.
off not applicable the server is powered off.
Note:
The Avaya CallPilot operating system does not support sleep mode on the server.
System status LED
The system status LED is the right LED in the row of LEDs below the power button on the 703t
server's front panel (see "Status LEDs" in the diagram on LED locations on page 20).
Note:
If the status LED indicates a problem, you can learn more about the problem by using the
server's event log. For more information, see Viewing event logs on page 36.
IF the system status LED
is
AND THEN
AND THEN
green steady the server is operating normally.
blinking the server's processor or memory is
disabled.
amber steady
Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010 23
• a critical temperature or voltage fault has
occurred.
• the CPU is not installed or is not
functioning.
Troubleshooting your Avaya CallPilot® system
IF the system status LED
is
Tape drive LED states
The 703t server is equipped with an SLR60 tape drive. Three LEDs are located on the drive's
front panel. They are referred to as left, center, and right in the following table:
Table 2: SLR60 LEDs
Left Ready
Green
Center Activity
Green
AND THEN
blinking
off a fatal error occurred during the power-on
Right -
Error
Amber
• a power fault has occurred.
• a fan is faulty.
• a non-critical temperature or voltage fault
has occurred.
status test (POST).
Description
On On On
Blinking Off Off
Off Off Off
On Off Off
On Blinking Off
Off Off On
On Off On
LED test (2 seconds at power on) is running.
• Power-up self-test is running.
• Diagnostic cartridge activity is running.
• Cartridge is not inserted
• Tape is not loaded
• Cartridge is not inserted
• Tape is loaded but is not moving
• Tape is loaded and moving
• Tape is loading or unloading
• Cartridge is ejecting
• Cleaning is required
• Cartridge/tape is not loaded
• Cleaning is required
• Tape is loaded but not moving
24 Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010
CD-ROM drive LED states
Left Ready
Green
On Blinking On
Off Blinking On Cleaning is in progress
Off Off Blinking
Note:
If the LED states indicate an error, contact your Avaya technical support representative.
Center Activity
Green
Right -
Error
Amber
Description
• Cleaning is required
• Tape is loaded and moving
• Tape is loading or unloading
• Cartridge is ejecting
• Unrecoverable tape drive failure has occurred.
• Cartridge has failed
• Microcode download failure has occurred
CD-ROM drive LED states
The CD-ROM drive's status LED is located on the drive's front panel. Refer to the following
table when interpreting the CD-ROM drive's status:
IF the CD-ROM drive LED is THEN
off the CD-ROM drive is idle.
on the CD-ROM drive is being accessed.
Interpreting rear panel LEDs
This section describes LED states visible at the back of the 703t server.
MPB96 DS30 connection link LED states
Refer to Slot definition and numbering on page 176 for the slot position of the MPB96 boards in
your server.
Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010 25
Troubleshooting your Avaya CallPilot® system
Figure 26: MPB96 board on page 142 shows the location of three green LEDs on the MPB96
card bracket.
When THEN
all three are On the cables are connected properly.
one or more are Off
Blue LED
The blue LED in the back of the 703t system is not used in CallPilot.
It comes on for only a moment during a server reboot.
• there is no connection to the switch.
• the connection to the switch is intermittent.
• the DS30 clock signal coming from the MGate card
(NTRB18CA) is not working correctly.
You should:
• check each of the three individual branches of the
DS30 cable for faults, or replace the cable.
• check for a faulty MGate card (NTRB18CA) in the
switch.
Interpreting internal LEDs
This section describes LED states visible inside of the 703t server cabinet.
MPB96 LED states
There are three LEDs on the top of the MPB96 board. They are visible even from outside the
server cabinet, through the rear grill.
26 Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010
PCI FPGA Done LED (closest to the I/O card bracket)
PCI FPGA Done LED (closest to the I/O card bracket)
This LED should go ON at power up and then OFF right away. This LED activity indicates that
the board is working properly and was correctly detected by the system.
If the LED stays ON after power up, the card is faulty, and you must replace the board.
DSP FPGA Done LED
This LED comes on at power up and stays ON until the CallPilot drivers are loaded just before
the diagnostic screen starts.
If this LED stays ON after the system has booted in the operating system and the CallPilot
diagnostic screen has started, either the board is faulty or there is a problem with the CallPilot
DSP and Windows Bus drivers.
CTbus FPGA Done LED (furthest from the I/O card bracket)
This LED works in tandem with the "DSP FPGA Done" LED, and should go on and off at the
same times.
RAID controller LED states
Refer to
your server.
There is one red LED and a row of eight small LEDs at the back of the RAID board.
Slot definition and numbering on page 176 for the slot position of the RAID boards in
To check if RAID board is working properly
1. The red LED comes on briefly at power up, then goes off. This indicates that the
card was accessed for detection successfully.
Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010 27
Troubleshooting your Avaya CallPilot® system
At the same time, all eight LEDs at the back will light.
2. Four of the eight LEDs will then go off and stay that way.
There are four LEDs lit when the RAID card is working properly.
If all eight LEDs stay on after power up and boot, the card was not detected or is faulty.
Interpreting POST diagnostics
The Power-On-Self-Test (POST) is a system diagnostic program (stored in the BIOS) that runs
each time the 703t server is started. The function of POST is to test system components and
then to display status messages.
POST reports on the system status using POST beep codes. If an error occurs before video
initialization, POST emits beep codes that indicate errors in hardware, software, or firmware.
A beep code is a series of separate tones, each equal in length. Record the beep codes that
you hear before calling your Avaya customer support representative.
Important:
Some POST beep codes are critical and require you to replace your motherboard. Refer to
the tables in this section for more information about beep codes.
Types of beep codes
There are three types of beep codes on the 703t server:
• BIOS recovery beep codes (during a BIOS recovery procedure)
• bootblock error beep codes (for normal operation)
• bootblock error 3-beep codes (for normal operation)
Table 3: BIOS recovery beep codes
Beeps Error message Description
1 Recovery started Recovery process started.
2 Recovery boot error Unable to boot from floppy disk drive or CD-
Series of lowpitched single
beeps
Recovery failed Unable to process valid BIOS recovery
ROM drive. Recovery process will retry.
images. BIOS has already passed control to
the operating system and flash utility.
28 Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010
Beeps Error message Description
Types of beep codes
2 long highpitched beeps
3 Recovery failed Recovery failed. Disk is not bootable or the
Recovery complete BIOS recovery succeeded. Ready for power-
down or restart.
disk is not inserted.
Table 4: Bootblock error beep codes
Number of
beeps
1 Refresh Timer Failure The memory refresh circuitry on the
2 Parity Error Parity cannot be reset.
3 Boot Block Failure See Table 5: Bootblock error 3-beep
4 System Timer System timer not operational.
5 Processor Failure Processor is faulty.
6 Keyboard Gate A20
7 Processor Exception Int
Error message Error message and conditions
motherboard is faulty.
codes on page 29.
Keyboard may be bad.
Failure
Processor generated an exception interrupt.
error
8 Display Memory Read/
Write Error
9 ROM checksum error BIOS checksum error has occurred.
10 Shutdown register error Shutdown register read/write error has
11 Invalid BIOS General BIOS error has occurred.
Video adapter is missing or faulty. This is not
a fatal error.
occurred.
Table 5: Bootblock error 3-beep codes
Number of
beeps
3 00h No memory was found in the system.
3 01h Memory of mixed types was detected.
3 02h EDO is not supported.
3 03h First row memory test has failed.
3 04h Mismatched DIMMs are in a row.
3 05h Base memory test failed
POST code Expansion card/controller
Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010 29
Troubleshooting your Avaya CallPilot® system
Number of
beeps
3 06h Decompressing post module failed.
3 07-0Dh Generic memory error has occurred.
3 0Eh SMBus protocol error has occurred.
3 0Fh Generic memory error has occurred.
3 DDh CPU microcode cannot be found for
3 EEh CPU microcode cannot be found for
POST code Expansion card/controller
SCSI controller diagnostics
BIOS initialization
processor in slot 0.
processor in slot 1.
Most information about SCSI is displayed as part of the BIOS initialization screen.
During BIOS initialization, check to make sure that the tape drive is listed correctly. If the tape
drive is not listed correctly:
• Ensure that internal cable connections are made properly.
• Check that tape drive settings are correct.
• Check tape drive termination.
For more information refer to:
•
SCSI and IDE drive cabling on page 105
• Replacing the tape drive on page 113
RAID controller diagnostics
Most diagnostic information about RAID is available through beep warnings and status LEDs
when the server is rebooting.
30 Avaya CallPilot® 703t Server Maintenance and Diagnostics December 2010
Loading...