Nortel CallPilot, CallPilot 1005r User Manual

Nortel CallPilot

1005r Server Maintenance and Diagnostics

NN44200-704

Document status: Standard Document version: 01.06 Document date: 19 July 2007

Sourced in Canada 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.

The process of transmitting data and call messaging between the CallPilot server and the switch or system is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless speciﬁcally authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

Trademarks

*Nortel, the Nortel logo, the Globemark, and Uniﬁed Networks, BNR, CallPilot, DMS, DMS-100, DMS-250, DMS-MTX, DMS-SCP, DPN, Dualmode, Helmsman, IVR, MAP, Meridian, Meridian 1, Meridian Link, Meridian Mail, Norstar, SL-1, SL-100, Succession, Supernode, Symposium, Telesis, and Unity are trademarks of Nortel Networks.

3COM is a trademark of 3Com Corporation.

ADOBE is a trademark of Adobe Systems Incorporated.

ATLAS is a trademark of Quantum Corporation.

BLACKBERRY is a trademark of Research in Motion Limited.

CRYSTAL REPORTS is a trademark of Seagate Software Inc.

EUDORA is a trademark of Qualcomm.

eTrust and InoculateIT are trademarks of Computer Associates Think Inc.

DIRECTX, EXCHANGE.NET, FRONTPAGE, INTERNET EXPLORER, LINKEXCHANGE, MICROSOFT, MICROSOFT EXCHANGE SERVER, MS-DOS, NETMEETING, OUTLOOK, POWERPOINT, VISUAL STUDIO, WINDOWS, WINDOWS MEDIA, and WINDOWS NT are trademarks of Microsoft Corporation.

GROUPWISE and NOVELL are trademarks of Novell Inc.

LOGITECH is a trademark of Logitech, Inc.

MCAFEE and NETSHIELD are trademarks of McAfee Associates, Inc.

MYLEX is a trademark of Mylex Corporation.

NETSCAPE COMMUNICATOR is a trademark of Netscape Communications Corporation.

NOTES is a trademark of Lotus Development Corporation.

NORTON ANTIVIRUS and PCANYWHERE are trademarks of Symantec Corporation.

QUICKTIME is a trademark of Apple Computer, In.

RADISYS is a trademark of Radisys Corporation.

SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA.

SYBASE is a trademark of Sybase, Inc.

TEAC is a trademark of TEAC Corporation

US ROBOTICS, the US ROBOTICS logo, and SPORTSTER are trademarks of US Robotics.

WINZIP is a trademark of Nico Mark Computing, Inc.

XEON is a trademark of Intel, Inc.

All other trademarks and registered trademarks are the property of their respective owners.

Information for Japan

Japan Denan statement

The following applies to server models 1005r, 600r, 703t, and 1002rp:

Japan VCCI statement

The following applies to server models 600r, 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.

Publication History

July 2007

CallPilot 5.0, Standard 01.06 of the 1005r Server Maintenance and Diagnostics guide is updated as per CR - Q01665596-01.

April 2007

CallPilot 5.0, Standard 01.05 of the 1005r Server Maintenance and Diagnostics guide is issued for general release.

April 2007

CallPilot 5.0, Standard 01.04 of the 1005r Server Maintenance and Diagnostics guide is issued for general release.

April 2007

CallPilot 5.0, Standard 01.03 of the 1005r Server Maintenance and Diagnostics guide is issued for general release. Changed the precaution

note for replacement hard drive size.

March 2007

CallPilot 5.0, Standard 01.02 of the 1005r Server Maintenance and Diagnostics guide is issued for general release.

March 2007

CallPilot 5.0, Standard 01.01 of the 1005r Server Maintenance and Diagnostics guide is issued for general release.

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Contents

Chapter 1 How to get help 9 Chapter 2 Outlining maintenance and diagnostics activities 11

1005r server features 11 Maintenance and diagnostics overview 13

Chapter 3 Troubleshooting your CallPilot system 17

Startup diagnostics overview 17 Basic hardware check 17 Power-On Self-Test diagnostics 19 Interpreting BIOS error messages 21 When a processor in the 1005r server is disabled 23 What to do when the server fails to boot into service 24 Interpreting hard drive LEDs 25 Performing a hardware shutdown 25

Chapter 4 Using Windows online diagnostic tools 27

Overview 27 Viewing event logs 27 Using TCP/IP diagnostic tools 31 Using the chkdsk utility 38

Chapter 5 Monitoring server hardware 41

ISM overview 41

Chapter 6 Monitoring multimedia hardware 43

Understanding fault management 43 Alarm Monitor 45 Event Browser 46 Channel and Multimedia Monitors 48 The Maintenance screen 48 Viewing component states 51 Starting and stopping components 53 Running integrated diagnostics 55 Viewing the last diagnostics result 57 Working with the Multimedia Monitor 58

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Working with the Channel Monitor 60

Chapter 7 Using CallPilot system utilities 63

Overview 63 Diagnostics Tool 64 PEP Maintenance utility 65 Session Trace 66 CallPilot System Monitor 68

Chapter 8 Replacing basic chassis components 73

Removing and replacing the front bezel 73 Removing and replacing the server cover 75 Removing and replacing the processor air duct 76 Replacing the power supply 78 Replacing a hard drive 79 Replacing the four-fan assembly 82 Replacing the dual NIC card 84 Replacing the DVD combo drive 89 Replacing memory DIMMs 91 Replacing the software feature key 93

Chapter 9 RAID operations 95

Outlining RAID functions 95 Verifying the RAID ﬁrmware 96 Conﬁguring RAID using LSI320-1 controller and Ctrl+M 98 Verifying consistency on the drives 101 RAID splitting 102 Replacing the RAID card 105

Chapter 10 Replacing or adding voice processing boards 111

M1/CS1000 switch connectivity 111 Locating the voice processing boards 112 DSP numbering and location 112 Replacing an MPB96 board 113 Upgrading to high capacity 121

Chapter 11 Maintaining the BIOS and system board ﬁrmware129

Conﬁguring the 1005r BIOS and ﬁrmware 129 BIOS settings 132 Using system event logs 134 Maintaining the onboard video and network cards 137

Index 138

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Chapter 1 How to get help

This chapter explains how to get help for Nortel products and services.

Getting Help from the Nortel Web site

The best way to get technical support for Nortel products is from the Nortel Technical Support Web site:

ww.nortel.com/support.

This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:

•

download software, documentation, and product bulletins

•

search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues

•

open and manage technical support cases

Getting Help over the phone from a Nortel Solutions Center

If you do not ﬁnd the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the following Web site to obtain the phone

number for your region:

ww.nortel.com/callus.

Getting Help from a specialist by using an Express Routing Code

To access some NortelTechnical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to:

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www.nortel.com/erc.

Getting Help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller.

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Chapter 2 Outlining maintenance and diagnostics activities

In this chapter

"1005r server features" (page 11) "Maintenance and diagnostics overview" (page 13)

1005r server features

Note: To comply with the EU (European Union) RoHS directive, some of the part numbers now contain an E5 or E6 sufﬁx. For example, part number NTRH2014 is now NTRH2014E6. The part numbers in this guide do not contain a sufﬁx.

Front control panel and features

The following diagram shows the front view of the 1005r server chassis with the bezel cover removed. When the bezel cover is on, the DVD connections, controls, alarm LEDs, and status LEDs are visible. With the bezel cover removed, both hard drives, the peripheral DVD/CD/CDRW drive, the antistatic connection, and the front serial port are accessible.

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Front panel controls

Label

Control or feature

Label

Control or feature

A Power switch L HDD1 activity B Reset switch M HDD0 activity C Critical alarm LED N DVD/CD/CDRW LED and

eject button

D Major alarm LED O Front connection to comm 2

serial port E Minor alarm LED P USB 2 F Power alarm LED Q Electrostatic discharge

(ESD) connection G NMI switch (not used) R Hard drive 1 pull handle H ID switch S Hard drive 1 release lever I ID LED T Hard drive 0 pull handle J NIC activity LED U Hard drive 0 release lever K Status LED

Back panel controls and features

The following diagram shows the back panel controls. The features on the right are the AC power supply banks. The PCI card brackets are in the middle of the back panel while the connectors and ports are along the bottom and left side.

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Maintenance and diagnostics overview 13

Back panel controls and features

Label

Control or feature

Label

Control or feature

A DB15 Telco alarm connector

(not used)

G Rear connection to comm

2 serial port

B1 PCI low-profile card #1

bracket

H RJ45 NIC 1 connector

B2 PCI card #2 dual NIC

for High Availability (HA) configuration. For more information about HA, see High Availability:

Installation and Configuration

(NN44200-311).

I RJ45 NIC 2 connector

B3 PCI card #3 dual NIC for

HA configuration. For more information about HA, see High Availability:

Installation and Configuration

(NN44200-311).

J Video connector

C PCI full-size card brackets.

Numbered (1, 2, 3) from top to bottom.

K USB 1

D Power supply 1 L USB 0 E Power supply 2 M Server management LAN

port

F PS/2 mouse and keyboard

connectors

N External SCSI tape drive

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 system problems and resolving them)

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•

performing hardware maintenance

This guide is for administrators, technicians, and engineers responsible for maintaining a CallPilot server. This guide assumes that you have basic computing skills and are familiar with the necessary safety procedures.

If you cannot resolve your system problems with the resources described in this guide, you can also refer to the Troubleshooting Reference Guide (NN44200-700).

Note: Nortel continually updates the Troubleshooting Guide. It is available from the Partner Information Center (PIC) at

ww.nortel.com/pic.

For information about restarting, shutting down, and powering up the CallPilot server, see the Installation and Conﬁguration Task List (NN44200-306). You can be asked to perform one or more of these tasks while maintaining your server.

Your CallPilot server comes preinstalled with the Windows 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.

Note: If you load the ﬁrmware on the server, both power supplies and hard drives must be connected and the hard drives must be online. If a failure occurs on any of these components it is not reported by the server LEDs or by ISM.

Replacement parts

Before replacing any parts on your server, refer to the Nortel product catalog for the part codes.

CAUTION

Risk of system damage

The use of parts that are not supplied by Nortel can cause serious system problems or void your Nortel warranty.

Preparing for maintenance activities

Before you proceed with hardware maintenance activities, review the 1005r Server Hardware Installation (NN44200-308) guide for the following information:

•

required tools and equipment

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Maintenance and diagnostics overview 15

•

recommended safety precautions for electrostatic discharge, handling cards, and handling your server

Reference documents

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Chapter 3 Troubleshooting your CallPilot system

In this chapter

"Startup diagnostics overview" (page 17) "Basic hardware check" (page 17) "Power-On Self-Test diagnostics" (page 19) "Interpreting BIOS error messages" (page 21) "What to do when the server fails to boot into service" (page 24) "Interpreting hard drive LEDs" (page 25) "Performing a hardware shutdown" (page 25)

Startup diagnostics overview

This section contains procedures for interpreting the startup diagnostics on the 1005r server.

Types of startup diagnostics

The following types of startup diagnostics are available on the server:

•

basic hardware check (front panel LEDs)

•

Power-On Self-Test (POST) diagnostics

•

SCSI hard drive controller diagnostics or RAID controller diagnostics

These diagnostics are available at initial system startup or after any 1005r server reset.

Basic hardware check

This section describes some basic checks that you can do when you start up the server.

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To run the startup test

Step Action 1

Ensure the system is powered down and the AC cords are disconnected. Wait 5 seconds before applying power again.

Apply AC power to the server by plugging in the ﬁrst AC cord then the second AC cord. Observe the front panel display.

1005r front panel.

Result: All the alarm LEDs on the front panel illuminate for a fraction

of a second.

Note 1: The back panel LEDs on each power supply start blinking green when AC power is applied and turn solid green after a few seconds. When AC power is removed from one power supply, the LED turn amber. If there is a hardware problem with the supply or it is not functioning properly, the power supply LED is red.

Note 2: Refer to "Front control panel and features" (page 11) for details of the front panel.

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Power-On Self-Test diagnostics 19

Check that all the alarm LEDs (C to F) are illuminated amber for a few seconds. If not, refer to the following table for functional descriptions of fault LEDs.

Alarm fault LEDs

LED Functional description

CRT A critical system fault is an error or event with a fatal system

impact. The system cannot continue to operate.

MJR A major system fault is an error or event with a discernible

impact on system operation. The system can continue to operate but with reduced performance or features.

MNR A minor system fault is an error or event with little impact on

system operation. The system continues to operate.

PWR Apower supply fault indicates that one of the power supplies

is not providing power. The MJR LED is also lit.

Boot the server by pressing the power button on the front of the CallPilot 1005r server.

Observe the following server actions:

•

The hard drives (R and T) spin up, and the amber hard drive activity LEDs on the front panel display (HDD0 and HDD1) extinguish, and then ﬂash with activity.

• The DVD combo LED illuminates temporarily as the system checks the DVD combo drive (N).

Check the monitor for any error messages as the server counts RAM and completes a POST.

For more information about POST, see "Power-On Self-Test

diagnostics" (page 19).

—End—

Power-On Self-Test diagnostics

The Power-On Self-Test (POST) is a system diagnostic program (stored in the BIOS (Basic Input/Output)) that runs each time the 1005r server starts. The function of the POST is to test system components and display status messages.

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To run the POST

Step Action 1

Power up the CallPilot server and monitor. Result: After a few seconds, the POST begins to run. After the memory test, various screen prompts and messages

appear. The screen prompts can be accompanied by a single beep.

Observe the screen for any error messages and listen for POST beep codes. When the POST is complete, the server beeps once.

If the server halts before the POST is ﬁnished, the server emits a beep code indicating that a fatal system error requires immediate attention. For more information, see "Interpreting POST diagnostics"

(page 20).

If the POST can display a message on the monitor, the server emits two beeps as the message appears.

Record the message that appears on the monitor and the beep code that you hear. This information is useful if you need assistance from your technical support representative.

—End—

Interpreting POST diagnostics

This section provides an explanation of the POST diagnostic codes.

POST beep codes

If an error occurs before video initialization, the 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.

ATTENTION

If your system emits POST beep codes, record the beep code sequence and then call Nortel technical support before attempting to correct the problem. Ensure you have the required system information. Some POST beep codes are fatal and can require that you replace the server.

POST beep codes

Beep count Description

1, 2, or 3

Memory error.

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Interpreting BIOS error messages 21

Beep count Description

4–7or9–11

A fatal error indicates a possible serious system problem occurred.

A problem with the onboard video card occurred indicating a fault on the server board.

Interpreting BIOS error messages

When a recoverable error occurs during the POST, an error message appears describing the problem.

ATTENTION

If BIOS error messages appear, record the error messages and then call Nortel technical support before attempting to correct the problem.

BIOS error messages

BIOS error messages appear on the video monitor. Refer to the following table for a description of the messages.

BIOS error messages

Error message Description

GA20 Error An error occurred with Gate A20 when

switching to protected mode during the memory test.

Pri Master HDD Error

Pri Slave HDD Error

Sec Master HDD Error

Sec Slave HDD Error

Could not read sector from corresponding drive.

ATAPI Incompatible Drive

•

Pri Master Drive

•

Pri Slave Drive

•

Sec Master Drive

•

Sec Slave Drive

The corresponding drive is not an ATAPI (Advanced Technology Attachment Packet Interface) device. Run Setup to make sure the device is selected correctly.

A: Drive Error No response from the disk drive. CMOS Battery Low The battery is losing power. Replace

the battery soon.

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Error message Description

CMOS Display Type Wrong The display type is different from that

stored in CMOS. Check Setup to make sure the type is correct

CMOS Checksum Bad The CMOS checksum is incorrect.

CMOS memory can be corrupted. Run Setup to reset the values.

CMOS Settings Wrong The CMOS values are not the same

as the last boot. Either these values are corrupted or the battery failed.

CMOS Date/Time Not Set The time or date values stored in

CMOS are invalid. Run Setup to set the correct values.

DMA Error An error occurred during the

read/write test of the DMA (Direct Memory Access) controller.

FDC Failure An FDC Failure error occurred while

trying to access the diskette drive controller.

HDC Failure An error occurred trying to access the

hard disk controller.

Checking NVRAM.... The NVRAM (Non-Volatile Random

Access Memory) is being checked to see if it is valid.

Update OK! The NVRAM is invalid and has been

updated.

Updated Failed The NVRAM is invalid and cannot be

updated.

Keyboard Error An error in the keyboard connection.

Make sure the keyboard is connected

properly. KB/Interface Error The keyboard interface test failed. Memory Size Decreased The memory size has decreased since

the last boot. If you have not removed

any memory, then the memory can be

faulty. Memory Size Increased The memory size has increased since

the last boot. If you have not added

any memory, there is a problem with

the system.

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When a processor in the 1005r server is disabled 23

Error message Description

Memory Size Changed The memory size has changed since

the last boot. If you did not add or

remove any memory, then the memory

can be faulty. No Boot Device Available. The system did not find a device to

boot from. Off Board Parity Error A parity error occurred on an offboard

card. This error is followed by the card

address. On Board Parity Error A parity error occurred in onboard

memory. This error is followed by the

card address. Parity Error A parity error occurred in onboard

memory at an unknown address. NVRAM / CMOS / PASSWORD

cleared by Jumper

NVRAM, CMOS, and passwords have

been cleared. Power the system down

and remove the jumper. <CTRL_N> Pressed The CMOS is ignored and NVRAM is

cleared. You must enter Setup.

When a processor in the 1005r server is disabled

In some cases, where the server is recovering from the system error, you may see two red lines appearing at the bottom of the screen.

To clear system error message from the log

Step Action 1

Reboot the system.

Press F2 so that the system boots into the BIOS.

Set Re-test to Enabled in the BIOS under Advanced Processor Conﬁguration > Processor.

Exit BIOS and power down.

Disconnect both power cords for about 1 minute to allow complete reset of the ﬁrmware module.

Re-connect the power cords.

Power on the system.

Boot into service.

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—End—

What to do when the server fails to boot into service

This section suggests tasks you can perform to determine why the server fails the bootup cycle.

To determine why the server fails to boot to Windows

Step Action

If CallPilot fails to boot to Windows, follow these steps:

Make a note of any diagnostic codes.

Press the power switch to restart the server.

View the diagnostic codes for failures during the boot sequence.

Retrieve the system event log. Refer to "To save system event logs

to a USB media drive" (page 136).

Refer to the Troubleshooting Guide (NN44200-700) for other suggestions. If you still cannot determine the cause of the startup failure, call your Nortel technical support representative.

—End—

To determine why CallPilot fails to come into service

Step Action

If CallPilot fails to come into service, follow these steps:

Make a note of any diagnostic codes.

Press the power switch to restart the server.

View the diagnostic codes for failures during the boot sequence.

View the event logs. For instructions, see "Viewing event logs" (page

27).

Refer to the Troubleshooting Guide (NN44200-700) for other suggestions. If you still cannot determine the cause of the startup failure, call your Nortel technical support representative.

—End—

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Performing a hardware shutdown 25

Interpreting hard drive LEDs

Refer to L and M in "1005r front panel." (page 18) for the location of the hard drive LEDs for drive 0 and drive 1.

LED color Hard drive status

Green/blinking green Normal Amber Critical but recoverable condition.

Often during a controlled condition

such as a RAID split. Red Failure. This LED color is a major

event, and the server must be

attended to immediately.

Performing a hardware shutdown

If you cannot shut the server down using Windows, press the power switch on the front panel and hold it in for more than 1 second. The server saves all system data and then powers off.

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Chapter 4 Using Windows online diagnostic tools

In this chapter

"Overview" (page 27) "Viewing event logs" (page 27) "Using TCP/IP diagnostic tools" (page 31) "Using the chkdsk utility" (page 38)

Overview

This section describes how to access the run-time online diagnostic tools provided by the Windows server software. Use the following tools when a serious problem prevents the use of the CallPilot diagnostic tools that are available in CallPilot Manager:

• Windows Event Viewer

•

TCP/IP diagnostics

•

chkdsk utility

CAUTION

Risk of software corruption

Do not run any utilities that are not documented in this guide.

Viewing event logs

If one or more messages appear on the monitor during the server startup cycle, use the following diagnostic tools to determine what event or fault occurred.

•

Hardware system event log

•

Windows Event Viewer on the 1005r server

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•

CallPilot Event Browser or Alarm Monitor in CallPilot Manager Note: The Event Browser and Alarm Monitor include online Help for

events to help you resolve the problem. If you cannot log on to the CallPilot system using a Web browser due to server problems, then use the Windows Event Viewer.

You can view the Hardware system event log from ISM, or by booting from the CallPilot image DVD and selecting the system event log from the menu.

If the server does not boot up, use the Nortel CallPilot Image Utilities on the DVD to view system event logs. Refer to "Using system event logs"

(page 134).

Types of Windows event logs

Three types of event logs are available from the Windows Event Viewer, as follows:

Log type Description

System Logs events by Windows components,

including RRAS or other Windows services.

Security Logs security events, such as logons, logoffs,

and illegal access. This option is available to users with Administrative access.

Application Logs events by application, such as database

file errors.

To use the operating system Event Viewer

Step Action 1 Click Start > Programs > Administrative Tools > Event Viewer.

Result: The Event Viewer window appears.

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Viewing event logs 29

Event Viewer

To view a log, click the name of the log in the left pane of the window. The following illustration shows an example of the Application log.

Application log

The following illustration shows an example of the System log.

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System log

Note: The Security log, which is available to administrators, is not shown.

Look for error codes ﬂagged with or that have occurred since the last startup.

Note: Each error is date- and time-stamped. indicates major or critical errors. indicates minor errors, and indicates information.

Double-click an error to determine the cause of the error. Result: An Event Properties dialog box appears detailing the

description of the error. Use the description to help determine how to resolve errors.

Note: If the error persists or the error description does not suggest a solution, contact your Nortel support representative.

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+ 114 hidden pages

Nortel CallPilot, CallPilot 1005r User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual