Nortel Networks BM450 User Manual

BCM450 Troubleshooting Guide

BCM450

Business Communications Manager

Document Status:Standard
Document Number: NN40160-700
Document Version: 01.01
Date: August 2008

Copyright © 2008 Nortel Networks, All Rights Reserved

All rights reserved.
The information in this document is subject to change without notice. The statements, configurations, technical data, and

recommendations in this document are believed to be accurate and reliable, but are presented without express or implied
warranty. Users must take full responsibility for their applications of any products specified in this document. The
information in this document is proprietary to Nortel Networks.

Trademarks

Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks.
Microsoft, MS, MS-DOS, Windows, and Windows NT are trademarks of Microsoft Corporation.
All other trademarks and registered trademarks are the property of their respective owners.

Task List

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Initial Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Hardware Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

To verify the keycodes using Element Manager..................... .......................................24

To verify the keycodes using Telset . ... ... .......................................................................25

To restart the system........... ... ... ... .... .............................................................................26

Viewing the POST log file..............................................................................................27

To test the main unit......................................................................................................29

To troubleshoot the main unit.................................... .... ... ... ... .... ...................................29

To test the expansion unit .............................................................................................29

To troubleshoot the expansion unit ........................................ .... ... ................................30

Testing an MBM ............................................................................................................30

Troubleshooting the FEM .................................................... ..........................................31

To determine why the ATA 2 does not function.............................................................31

To determine why there is no dial tone at the ATA2......................................................32

To check the ATA2 wiring..............................................................................................32

To perform a Level 1 reset (configuration reset) ........................... ... ... ... .... ...................34

To perform a Level 2 reset (software reset) .................................. ................................34

3

Software Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

To check line programming ...........................................................................................38

To restore data from an archive ............................................. .... ... ................................46

To restore the factory configuration...............................................................................47

To view the BCM450 software inventory.......................................................................48

To obtain updates from the Nortel Technical Supp or t Web pag e.................. ... ... .... ... ...49

Advanced Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Troubleshooting example 1 . ... ... ....................................................................................51

Troubleshooting example 2 . ... ... ....................................................................................53

Troubleshooting example 3a .. ... ... .... .............................................................................59

Troubleshooting example 3b .. ... ... .... .............................................................................59

Troubleshooting example 4 . ... ... ....................................................................................61

Troubleshooting example 5 . ... ... ....................................................................................62

Troubleshooting example 6 . ... ... ....................................................................................67

Troubleshooting example 7 . ... ... ....................................................................................67

Recovery trees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Downloading Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

To download software from the BCM450 webpage.......................................................76

Troubleshooting Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Accessing the CLI through a serial connection ............................. ... ... ... .... ... ................81

Accessing the CLI through the OAM port............................ ... .... ... ... .............................81

BCM450 Troubleshooting Guide

4 Task List

Understanding system messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

To set Release Reasons ...............................................................................................83

Useful Troubleshooting Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

To use the Knowledge and Solution Engine............................... ... ... ... ..........................86

Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

To perform a backup ................................................. .... ... ... ... .... ...................................87

To restore data from the BCM450 .................................................................................88

Completing a warm or cold reset...................................................................................89

Recovering a lost password ..........................................................................................89

To view an alarm .................... ... ... .... .............................................................................90

To acknowledge an alarm ................................................ ... ... .... ...................................91

Using the Element Manager to transfer log files............................................................91

Capturing the current configuration...............................................................................93

Viewing the system health.............................................................................................94

Viewing specific process states.....................................................................................94

Verify the current software revision...............................................................................95

Viewing the system ID and serial number .....................................................................95

Contacting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

NN40160-700

Contents

Chapter 1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Chapter 2

Initial Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Proper installation and routine maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Network configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Site network map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Logical connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Device configuration information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Other important data about your network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Normal behavior on your network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

5

Chapter 3

Hardware Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Troubleshooting the BCM450 hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Check the power source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Check LED indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Check the wiring connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Verify the keycodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Restart or shut down the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Power on self test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Testing basic hardware functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Reset to factory settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Monitoring the boot process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Chapter 4

Software Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Verify the software version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Verify the keycodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

BCM450 Troubleshooting Guide

6 Contents

Check the programming of lines and phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Restoring system data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Verify the software inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Chapter 5

Advanced Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Example 1: Cannot dial out from an analog trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Example 2: Cannot dial out from a SIP or H323 VoIP trunk . . . . . . . . . . . . . . . . . . . . 53

Example 3: IP set is not registering with the BCM450 . . . . . . . . . . . . . . . . . . . . . . . . . 58

Example 4: Cannot install keycode or invalid keycode application . . . . . . . . . . . . . . . 60

Example 5: Cannot dial out from digital trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Example 6: MeetMe Conferencing commands do not work, or conferencing is busy . 66

Example 7: Unable to apply a software update from a USB storage device . . . . . . . . 67

Example 8: Element Manager incorrectly shows expansion cabinet as empty . . . . . . 68

Check line programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Trunk/Line data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Assigned DNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Viewing the inventory of BCM450 software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Obtaining software updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Chapter 6

Recovery trees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

System is not processing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Start-up profile fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Cannot access BCM450 through Element Manager . . . . . . . . . . . . . . . . . . . . . . . . . . 71

BCM450 shuts down unexpectedly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Chapter 7

Downloading Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Downloading software from the BCM450 webpage . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Downloading software from the Nortel web site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Chapter 8

Troubleshooting Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Status and Metrics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

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Contents 7

Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Command Line Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Accessing the CLI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Using the Configuration CLI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Using the Maintenance CLI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Chapter 9

Understanding system messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Alarms, logs, and traps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Reporting for dropped calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Chapter 10

Useful Troubleshooting Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Partner Bulletins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Knowledge and Solution Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Using the Knowledge and Solution Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Chapter 11

Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Backup, restore, and reset operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

How do I back up the database? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

How do I restore the BCM450 from a previous backup? . . . . . . . . . . . . . . . . . . . 88

How do I complete a Warm Reset or Cold Reset? Is it safe and will I lose customer data? 88

Password protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

How do I recover a lost password for the BCM450? . . . . . . . . . . . . . . . . . . . . . . . 89

Fault management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

How do I view Alarms? Can I acknowledge and clear them? . . . . . . . . . . . . . . . . 90

System and status information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

How do I capture the logs from the BCM450? . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

How do I capture the current BCM450 configuration? . . . . . . . . . . . . . . . . . . . . . 93

How do I find the BCM450 system health? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

How do I show specific process states? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

How do I verify current software revision? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

How do find the BCM450 System ID and Serial Number? . . . . . . . . . . . . . . . . . . 95

Connectivity problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

What is an Ethernet loop, and how do I avoid creating one? . . . . . . . . . . . . . . . . 96

IP addresses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Can I modify the IP address of the OAM port? . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

What are the default IP addresses of the BCM450 ports? . . . . . . . . . . . . . . . . . . 96

BCM450 Troubleshooting Guide

8 Contents

Chapter 12

Contacting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Gathering critical information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Getting Help from the Nortel Web site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Getting help over the phone from a Nortel Solutions Center . . . . . . . . . . . . . . . . . . . 100

Getting help from a specialist by using an Express Routing Code . . . . . . . . . . . . . . 101

Getting help through a Nortel distributor or reseller . . . . . . . . . . . . . . . . . . . . . . . . . . 101

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Chapter 1

Introduction

The Nortel Business Communications Manager 450 (BCM450) provides private network and
telephony management capability to small and medium-sized businesses. The BCM450 system
integrates voice and data capabilities, and IP Telephony gateway functions into a single telephony
system. It also enables you to create and provide telephony applications for use in a business
environment.

Purpose

This guide provides procedural information to help you troubleshoot and isolate problems in your
BCM450 network.

Audience

9

The BCM450 Troubleshooting Guide is for use by network administrators responsible for
maintaining BCM networks that include BCM450 devices. This guide is also useful for network
operations center (NOC) personnel supporting a BCM450 managed services solution. To use this
guide, you must:

• be an authorized BCM450 administrator within your organization

• know basic Nortel BCM450 terminology

• be knowledgeable about telephony and IP networking technology

Organization

This guide is organized for easy access to information that explains the troubleshooting procedures
associated with using the BCM450 system. This guide contains information on the following
topics:

• Initial Troubleshooting on page 15

• Hardware Troubleshooting on page 19

• Software Troubleshooting on page 37

• Advanced Troubleshooting on page 51

• Recovery trees on page 69

• Downloading Software on page 75

• Troubleshooting Tools on page 79

• Understanding system messages on page 83

• Useful Troubleshooting Links on page 85

• Frequently Asked Questions on page 87

BCM450 Troubleshooting Guide

10 Chapter 1 Introduction

• Contacting Technical Support on page 99

Acronyms

The following is a list of acronyms used in this guide.

Table 1 List of acronyms

Acronym Description

AIS Alarm Indication Signal
BCM Business Communications Manager
BFT Base Function Tray
BRI Basic Rate Interface
CbC Call by Call
CDR Call Detail Recording
CF A Carrier Failure Alarms
CIF Chassis Interface Card
CLID Calling Line Identification
CPE Customer Premises Equipment
CSU Channel Service Unit
DHCP Dynamic Host Configuration Protocol
DN Directory Number
DNS Domain Name Server
DNIS Dialed Number Idenification Service
DTM Digital Trunk Module
ES Errored Seconds
HTTP Hypertext Transfer Protocol
IP Internet Protocol
ISDN Integrated Switched Digital Network
LAN Local Area Network
MBM Media Bay Module
MIB Management Information Base
MGS Media Gateway Server
MOS Mean Opinion Score
MPS Media Path Server
NAT Network Address Translation
NCM Network Configuration Manager
NOC Network Operations Center
NTP Network Time Protocol

NN40160-700NN40160-700

Table 1 List of acronyms

Acronym Description

OOF Out of Frame
PPP Point-to-Point Protocol
PRI Primary Rate Interface
PBX Private Branch Exchange
PSTN Public Switched Telephone Network
PVQM Proactive Voice Quality Monitoring
QoS Quality of Service
RAI Remote Alarm Indication
RTP Real-time Transport Protocol
SFTP Secure File Transfer Protocol
SNMP Simple Network Management Protocol
SSH Secure Shell
SSL Secure Socket Layer
UAS Unavailable Seconds
UPS Uninterrr uptable Power Supply
USB Universal Serial Bus
VoIP V o i c e over Internet Protocol
VLAN Virtual Local Area Network
WAN Wide Area Network

Chapter 1 Introduction 11

BCM450 Troubleshooting Guide

12 Chapter 1 Introduction

!

Symbols and conventions used in this guide

These symbols are used to highlight critical information for the BCM450 system:

Caution: Alerts you to conditions where you can damage the equipment.

Danger: Alerts you to conditions where you can get an electrical shock.

Warning: Alerts you to conditions where you can cause the system to fail or work

improperly.

Note: A Note alerts you to important information.

Tip: Alerts you to additional information that can help you perform a task.

Security note: Indicates a point of system security where a default should be changed,

or where the administrator needs to make a decision about the level of security required
for the system.

Warning: Alerts you to ground yourself with an antistatic grounding
strap before performing the maintenance procedure.

Warning: Alerts you to remove the BCM450 main unit and expansion
unit power cords from the ac outlet before performing any maintenance
procedure.

NN40160-700NN40160-700

Related publications

Related publications are listed below. To locate specific information, you can refer to the

Master Index of BCM450 Library (NN40020-100).

BCM450 Administration and Security Guide (NN40160-601)
BCM450 Installation Guide—System (NN40160-301)
BCM450 Maintenance Guide (NN40160-503)
Keycode Installation Guide (NN40010-301)
BCM450 Configuration Guide—Devices (NN40160-500)
BCM450 Configuration Guide—System (NN40160-501)
BCM450 Telset Administration Guide (NN40020-604)
CallPilot Telephone Administration Guide (NN40090-500)
CallPilot Contact Center Telephone Administration Guide (NN40040-600)
Reporting for Contact Center Troubleshooting

Chapter 1 Introduction 13

BCM450 Troubleshooting Guide

14 Chapter 1 Introduction

NN40160-700NN40160-700

Chapter 2

Initial Troubleshooting

You can better troubleshoot the problems on your network and reduce their impact by preparing
for such events in advance. To do this, you must know the following:

• that your system is properly installed and routinely maintained

• the configuration of your network

• the normal behavior of your network

Navigation

• Proper installation and routine maintenance on page 15

• Network configuration on page 15

• Normal behavior on your network on page 16

15

Proper installation and routine maintenance

See the BCM450 Installation Guide—System (NN40160-301) for detailed installation information.
This document also outlines the routine tasks required for operating the BCM450.

Network configuration

To keep track of your network’s configuration, gather the information described in the following
sections. This information, when kept up-to-date, is extremely helpful when you experience
network or device problems.

• Site network map on page 15

• Logical connections on page 16

• Device configuration information on page 16

• Other important data about your network on page 16

Site network map

A site network map identifies where each device is physically located on your site, which helps
locate the users and applications that are affected by a problem. You can use the site network map
to systematically search each part of your network for problems.

BCM450 Troubleshooting Guide

16 Chapter 2 Initial Troubleshooting

Logical connections

You must know how your devices are connected logically as well as physically. For example,
while virtual LANs (VLANs) are not supported on the BCM450 system, VLANs may exist
between IP sets connected to the BCM450.

Device configuration information

You should maintain online and paper copies of your device configuration information. Ensure
that all online data is stored with your site’s regular data backup. If your site does not have a
backup system, copy the information onto a backup disk (such as a CD or zip disk) and store the
backup disk at an offsite location.

Other important data about your network

For a complete picture of your network, have the following information available:

• All passwords—Store passwords in a safe place. It is a good practice to keep records of your

previous passwords in case you must restore a device to a previous software version and need

to use the old password that was valid for that version.

• Device inventory—It is a good practice to maintain a device inventory, which list all devices

and relevant information for your network. The inventory allows you to easily see the device

type, IP address, ports, MAC addresses, and attached devices.

• MAC address-to-port number list—If your hubs or switches are not managed, you must

keep a list of the MAC addresses that correlate to the ports on your hubs and switches.

• Change control—Maintain a change control system for all critical systems. Permanently store

change control records.

• Contact details—It is a good practice to store the details of all support contracts, support

numbers, engineer details, and telephone and fax numbers. Having this information available

when troubleshooting can save a lot to time.

Normal behavior on your network

When you are familiar with the performance of your network when it is fully operational, you can
be more effective at troubleshooting problems that arise. To understand the normal behavior of
your network, monitor your network over a long period of time. During this time you can see a
pattern in the traffic flow, such as which devices are typically accessed or when peak usage times
occur.

To identify problems, you can use a baseline analysis, which is an important indicator of overall
network health. A baseline serves as a useful reference of network traffic during normal operation,
which you can then compare to captured network traffic while you troubleshoot network
problems. A baseline analysis speeds the process of isolating network problems. By running tests
on a healthy network, you compile normal data for your network. This normal data can then be

NN40160-700NN40160-700

Chapter 2 Initial Troubleshooting 17

used to compare against the results that you get when your network is experiencing trouble. For
example, ping each node to discover how long it typically takes to receive a response from devices
on your network. Capture and save each device’s response time and when yo u are troubleshooting
you can use these baseline response times to help you troubleshoot.

BCM450 Troubleshooting Guide

18 Chapter 2 Initial Troubleshooting

NN40160-700NN40160-700

Chapter 3

Hardware Troubleshooting

Use the tasks in this chapter to troubleshoot problems related to the BCM450 hardware
components.

Navigation

• Troubleshooting the BCM450 hardware on page 19

• Power on self test on page 27

• Testing basic hardware functionality on page 28

• Monitoring the boot process on page 34

Troubleshooting the BCM450 hardware

19

Complete the following tasks, in the order shown below, to troubleshoot some of the common
problems that you may encounter with the BCM450 hardware:

• Check the power source on page 19

• Check LED indicators on page 19

• Check the wiring connections on page 24

• Verify the keycodes on page 24

• Restart or shut down the system on page 25

Check the power source

Begin troubleshooting the hardware by checking the power source:

• check the connection between the power supply and the main unit

• check the connection from the power supply to the electrical outlet

Check LED indicators

After checking the power source, check the LED indicators. This section describes the operation of
the BCM450 system LEDs:

• System status LEDs on page 20

• LAN port LEDs on page 21

• Media bay module LEDs (expansion units only) on page 21

• DTM LEDs on page 22

• BRIM LEDs on page 24

BCM450 Troubleshooting Guide

20 Chapter 3 Hardware Troubleshooting

System status LEDs

The chassis of the BCM450 contains two LEDs: a Status LED and a Power LED. The Power LED
is located at the bottom left of the chassis; the Status LED is immediately above it. The table

System status LEDs states and descriptions on page 20 describes the meaning of the system status

LEDs in the following situations:

• start-up sequence: LED indicators during the normal start-up process

• safe-mode start-up sequence: LED indicators during a safe-mode start-up

• shutdown sequence: LED indictors during a shutdown or failure

• start-up profile sequence: LED indicators during an initial installation or staging

Table 1 System status LEDs states and descriptions

Power

Start-up sequence

Solid yellow Solid yellow Power applied to the system.
Solid yellow Off Powe r on self test (POST); 9 seconds.
Solid yellow Solid yellow System initialization; 14 seconds.
Solid green Solid yellow Kernel initialization; 8 seconds.
Solid green Flashing green Services initialization; 1 minute.
Solid green Solid green System running; normal operation.
Solid green Solid red Services initialization failure

Safe mode start-up sequence

Solid red Solid green System running with manufacturing settings enabled
Solid red Solid red System running in software reset mode
Sold red Flashing yellow System running in configuration reset mode

Shutdown sequence or failure

Solid green Flashing yellow Shutdown in progress
Off Solid yellow Shutdown completed
Solid red Flashing yellow Overheating detected; thermal shutdown completed
Solid red Solid red Power spike or rail pow er fluctuation detected
Flashing red Solid red Rail power fluctuation; power monitor shutdown completed
Solid yellow Solid red Power spike shutdo wn completed
Off Off No power; system is shut down

Start-up profile sequence

Flashing yellow Flashing yellow Start-up profile executing
Flashing green Flashing green Start-up profile completed (USB device can be removed)
Solid green Solid green Start-up profile successfully applied
Solid green Solid red Start-up profile failure

Status

Description

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Chapter 3 Hardware Troubleshooting 21

LAN port

LAN port LEDs

LAN port

LAN port LEDs

Each LAN port on the main unit and expansion unit has two LEDs. These LEDs indicate the status
of the connection for that LAN port. The figure LAN port LED locations on page 21 shows the
location of these LEDs on the main unit.

Figure 1 LAN port LED locations

The table LAN port and expansion port LED indicators on page 21 describes the possible LED
states for the LAN ports LEDs.

Table 2 LAN port and expansion port LED indicators

LED Status Description

Yellow (left
LED)

Green (right
LED)

Both LEDs Off No connection.
Any LED Flashing The LAN port is sending or receiving network data. The frequency of the flashes

On

On

The LAN port is operating at 10 Mb/s.

The LAN port is operating at 100 Mb/s.

increases with increased traffic.

Media bay module LEDs (expansion units only)

The two media bay module (MBM) LEDs on an expansion unit show the power and status of the
MBM. The figure MBM LEDs on page 22 shows the location of the
LEDs on an MBM. The power and status LEDs are in the same location on all MBMs.

(Power) and (Status)

BCM450 Troubleshooting Guide

22 Chapter 3 Hardware Troubleshooting

Power Status

Figure 2 MBM LEDs

The table MBM LED descriptions on page 22 describes the possible MBM LED states.

Table 3 MBM LED descriptions

Power Status Description

Off Off The MBM has no power, or a failure occurred on the MBM power converter.
On Off BCM450 to expansion unit failure or system initialization.
On Blinking Hardware is working, but an operational problem exists such as:

• no link to the main unit is detected

• frame alignment is lost on messages from the main unit

• bandwidth not allocated

• MBM is in maintenance state

• MBM is in download state (GASM, GATM4/GATM8)

Blinking Blinking The MBM has power, but a hardware problem exists such as:

• partial failure of power con verter

• thermal overload

• fan failure

On On The MBM is ready to operate.

DTM LEDs

The DTM has additional LEDs that are not on most other MBMs. The figure DTM LEDs on page
23 shows the location of the DTM LEDs.

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Chapter 3 Hardware Troubleshooting 23

Power LED
Status LED
In service LED
Loopback test LED
Receive LEDs
Transmit LEDs

Figure 3 DTM LEDs

The table DTM LED functions on page 23 describes the functions of the DTM LEDs.

Table 4 DTM LED functions

LED Status Descriptions

Power – See “Media bay module LEDs (expansion units only)” for details.
Status – See “Media bay module LEDs (expansion units only)” for details.
In service Flashing The T1, ETSI, or PRI trunks are out of service because a loopback test is

running or the DTM is initializing.
Loopback test On A continuity loopback test is running.
Receive alarm On A problem with the received digital transmission. This half-duplex link does

not work.
Receive error On A small error as a result of degraded digital transmission. Possible causes are

an ohmic connection, water ingress, or too long a loop.
Transmit alarm On The DTM cannot transmit. The DTM sends an alarm indication signal (AIS) to

Transmit error On The DTM is sending a remote alarm indication (RAI) carrier failure alarm

All LEDS Flashing The DTM is initializing.

the terminating switch. This half-duplex link does not work.

(CFA) to the terminating switch. If the transmit alarm is not on, this error

indicates a far-end or cable problem.

BCM450 Troubleshooting Guide

24 Chapter 3 Hardware Troubleshooting

Power LED
Status LED

BRIM LEDs

The BRIM has one additional LED beside each RJ-48C jack. These LEDs are on when the ISDN
line is active. The figure BRIM LEDs on page 24 shows the location of the LEDs on a BRIM.

Figure 4 BRIM LEDs

For more information on the power and status LED functions, see Media bay module LEDs

(expansion units only) on page 21.

Check the wiring connections

After you check the power source and the LEDs, begin to check the wiring. Check the connections
between the following components:

• the expansion unit and the main unit

• the main unit and to the MBMs—make sure that the cables are properly seated and are
connected to the correct ports

• the power supply and the AC power outlet

• if you are using a UPS, check the connection from:

— the USB port on the BCM450 to the USB port on the UPC
— the UPS and the electrical outlet
— the connection from the power supply to both the UPS and the BCM450 main unit

• the lines and extensions connected through the RJ-21 telephony connector

• the auxiliary equipment—connections at the auxiliary terminal block, or at the patch panel

Verify the keycodes

If a specific feature is not functioning, verify that the feature is included in your installed
keycodes. This section provides procedure for verifying the installed keycodes using either
Element Manager or Telset. For more detailed information about retrieving and entering the
keycode for your system, see the Keycode Installation Guide (NN40010-301).

To verify the keycodes using Element Manager

1 In the Task Navigation Panel, select the Configuration tab.

NN40160-700NN40160-700

Chapter 3 Hardware Troubleshooting 25

2 Select the System folder and click the Keycodes task.

The Keycodes panel displays and the installed features appear in the Keycodes list.

3 To enter a new keycode, click Load File.
4 Browse to where you saved the keycode file you downloaded from KRS.
5 Click Open.

The file uploads and the feature appears in the Keycodes list.

To verify the keycodes using Telset

1 Select Feature 9*8 from a two-line display telephone.
2 Enter the following user ID and password:

User ID: SETNNA
Password: CONFIG

The numerical values of the user ID and password are 738662 and 266344, respectively.

3 Press NEXT to scroll through the menu and select Feature Codes.
4 Press OK.

The system ID (SID) displays.

5 Press NEXT.
6 Enter your sequence ID.
7 Press NEXT to scroll through the list and perform one or both of the following tasks:

a To activate features, select Feature List.

• Press SHOW to view the available features.

• Use the soft keys to activate features for your system.
b To enter a new keycode, select Entitlement Code.

• Press SHOW to view the current keycode.

• Use the soft keys to modify the keycode for your system.

Restart or shut down the system

You can use the Reset utility in Element Manager to:

• reboot the BCM450 system

• perform a warm reset of telephony services

• perform a cold reset of telephony services

• shut down the system

Use this procedure to restart the system.

BCM450 Troubleshooting Guide

26 Chapter 3 Hardware Troubleshooting

To restart the system

Use this procedure to restart the system from the Element Manager.

1 Select Administration > Utilities > Reset.
2 Click the appropriate reset button.

Table 5 lists the Reset functions.

Table 5 Reset functions

Function Description Impact

Reboot BCM450 System Restarts the operating system of the

BCM450 system

Warm Reset Telephony
Services

Cold Reset Telephony
Services

Shutdown BCM System Shuts down the BCM450. Stops all services running on the

Restarts telephony services running
on the BCM450 system

Resets telephony programming of
the BCM450 system to the factory
defaults for that software level

Temporarily stops all services on the
system. Restarts all services.

This operation does not affect
configuration parameters or
programming.

Restarts all telephony services,
including LAN CTE, Voicemail, and
IP telephony.

This operation does not affect
configuration parameters or
programming.

Affects all telephony services,
including LAN CTE, Voicemail, and
IP telephony.

Telepho ny services restart with all
telephony programming at default
values for the specified region,
template, and start DN, for the
current software release level.

A cold reset erases voice message
mailboxes and messages if the DN
length is not set to system defaults.
For information about setting the DN
length, refer to the BCM450 Device
Configuration Guide.

system.

NN40160-700NN40160-700

Chapter 3 Hardware Troubleshooting 27

To restart the system from the BCM450 hardware, use the reset button as described in Hardware

reset functions on page 27.

Table 6 Hardware reset functions

Function Description Impact

Press the Reset button on the
BCM450 system

Press and hold the Reset
button on the BCM450 system
for 5 seconds

Shuts down and reboots the
BCM450 system

Immediately shuts down the
BCM450 system

Stops all services and restarts the
system.

This operation does not affect
configuration parameters or
programming.

Immediately stops and restarts the
operating system. This operation
does not affect configuration
parameters or programming, but can
result in data loss. Use only if the
BCM450 system is non-responsive.

Note: When you restart the BCM450 system using the Reset button, the system will wait for 10 seconds
for a user to log into the Maintenance CLI. If a user does not log in during that time period, the BCM450
will reboot to the Main OS.

Power on self test

The power on self test (POST) feature tests basic hardware functionality when the BCM450
system powers up, and stores the results in a log file. You can view the log file for hardware
failures.

Viewing the POST log file

1 Use Element Manager to transfer the log files to your PC. Refer to the “BCM450 Log

management” chapter in the BCM450 Administration and Security Guide (NN40160-601) for
information about how to transfer log files.

2 View the bootloader.log file.
3 Check the log file for errors. Figure 5 on page 28 shows a bootloader. l og file with no errors;

Figure 6 on page 28 shows a file with errors.

BCM450 Troubleshooting Guide

28 Chapter 3 Hardware Troubleshooting

Figure 5 Example: Bootloader.log file with no errors

Figure 6 Example: Boot file with errors

Testing basic hardware functionality

This section describes how to test the components of the BCM450 system, and how to
troubleshoot them if they fail the test.

Use the following procedures to help isolate and identify problems with your BCM450 hardware:

• To test the main unit on page 29

• To troubleshoot the main unit on page 29

• To test the expansion unit on page 29

• To troubleshoot the expansion unit on page 30

• Testing an MBM on page 30

• Troubleshooting the FEM on page 31

• To determine why the AT A 2 does not function on page 31

• To determine why there is no dial tone at the ATA2 on page 32

• To check the ATA2 wiring on page 32

• Reset to factory settings on page 32

• To perform a Level 1 reset (configuration reset) on page 34

NN40160-700NN40160-700

Chapter 3 Hardware Troubleshooting 29

To test the main unit

If you have the digital station feature included in your installed keycode, use the following test to
ensure the main unit is operating properly:

1 Go to an extension that is connected to the RJ-21 telephony connector on the main unit.
2 Check for a dial tone.
3 Use this extension to make a call to another extension on the system.
4 If this system has an expansion unit with a media bay module (MBM) that supports

extensions, repeat steps 3 and 4 for an extension connected to the expansion unit.

5 Go to an extension that has access to one of the lines on the main unit.
6 Select the line or line pool to which the line belongs.
7 Check for a dial tone.
8 Make a call using the line or line pool.
9 If this system has an expansion unit with an MBM that supports lines, repeat steps 6 to 8 with

an extension that can access one of the lines connected to the expansion unit.

To troubleshoot the main unit

If a test fails, use the following procedure:

1 Verify that any nonfunctional feature is included in your installed keycode.
2 Check the wiring to the main unit and to the MBMs. Make sure that the cables are properly

seated and are connected to the correct ports.

3 Reboot the BCM450 system.
4 Check LEDs.
5 Use Element Manager or the Telset Administration feature to check the programming for the

lines or extensions that failed the call test.

6 If the programming is incorrect, use the Backup and Restore Utility to load a recent backup of

system programming. If a recent backup is not available, correct the programming using
Element Manager or the Telephone Administration feature.

To test the expansion unit

Use the following test to ensure the expansion unit is operating properly:

1 Make sure that the BCM450 system is fully booted.
2 Check the power and status LEDs on the MBM that is inserted in the expansion unit. Both

LEDs must be solid green. If either LED is not solid green, a problem exists with the MBM or
the expansion unit.

3 If the expansion unit has an MBM that supports extensions, go to an extension that is

connected to the MBM.

BCM450 Troubleshooting Guide

30 Chapter 3 Hardware Troubleshooting

4 Check for a dial tone.
5 Use this extension to make a call to another extension on the system.
6 If the expansion unit has an MBM that supports lines, go to an extension that has access to one

of the lines on the MBM.

7 Select the line or line pool to which the line belongs.
8 Check for a dial tone.
9 Make a call using the line or line pool.

To troubleshoot the expansion unit

1 Check that the correct feature for the expansion unit is included in your installed keycode.
2 Check that the expansion port is connected to the proper connector.
3 Check the wiring to the MBM. Make sure that the cables are properly seated and are connected

to the correct ports with proper LED indications.

4 Check that the switches on the MBM are all set to on.

If the MBM is a GASM or GATM, all the switches on the right are not on.
To check the MBM switches, you must remove the MBM from the expansion unit.

5 Perform a firmware download to ensure that the correct version is loaded on the ASM/GASM

or GATM unit.

6 Use Element Manager or Telset Admin to check the programming for the lines or extensions

connected to the MBM.

7 Reboot the system to ensure that the BCM450 main unit functions correctly.
8 If the programming is incorrect, use the Backup and Restore Utility to load a recent backup of

system programming. If a recent backup is not available, correct the programming using
Element Manager or the Telephone Administration feature.

Testing an MBM

Use the following procedure to test an MBM installed in the main unit or
expansion cabinet.

If you are ex periencing an issue with an FEM, ensure all DIP switches ar e set to
the On position.

Procedure steps

Step Action

1 Check the Power and Status LEDs on the MBM. Both LEDs must be solid

green. If either LED is not solid green, a problem exists with the MBM.

NN40160-700NN40160-700

2 Go to an extension on the MBM if it is a station MBM.

OR

Chapter 3 Hardware Troubleshooting 31

Go to an extension that has access to one of the lines on the MBM if it is a trunk
MBM. Select the line or line pool to which the line belongs.

3 Check for a dial tone.
4 Use this extension to make a call to another extension on the system if it is a

station MBM.

OR

Make a call using the line or line pool if it is a trunk MBM.

5 Use this extension to make a call to an external telephone number if you are

testing a station MBM.

--End--

Determining why an MBM does not appear in Element Manager

Use the following procedure if an installed MBM does not appear in Element
Manager.

Procedure steps

Step Action

1 Check that the correct feature is inclueded in your installed keycode.
2 Check that both the Power and Status LEDs on the MBM are solid gr een.
3 If the Power LED is off, and the MBM is installed in the expansion cabinet,

check that the po wer sup ply cab le is p roperly seated in the e xpa nsion cabinet
and the power supply is connected to a working power outlet.

4 Ensure that the MBM is properly seated in the MBM bay.
5 If the Status LED is not solid gree n, and the MBM is inst alled in the e xp ansion

cabinet, check that the Expansion cable is properly seated in the Expansion
port on the expansion cabinet and on the main unit.

6 Ensure that the MBM is enabled using either Element Manager or Telset

Administration. If the MBM is enabled, disable and re-enable it.

7 Ensure that all DIP switches are set correctly.

--End--

Troubleshooting the FEM

Use the following procedure to troubleshoot an installed fibre expansion module (FEM).

1 Ensure that all six connector LEDs are lit.
2 If all six LEDs are not lit, ensure that all six DIP switches are set to the On (up) position.

--End--

To determine why the ATA 2 does not function

1 Check for a dial tone using an analog device.
2 Check that AC power is connected to the ATA 2 unit.

BCM450 Troubleshooting Guide

32 Chapter 3 Hardware Troubleshooting

3 Check that the correct feature for digital sets is included in your installed keycode.
4 Verify that the ATA2 is connected to a digital station port.
5 Allow sufficient startup time (30–60 sec).
6 Plug an analog device into the phone port of the ATA2 and check for a dial-tone.
7 In Element Manager, verify that the ATA 2 is correctly configured:

a Select Configuration > Telephony > Sets > All DNs.
b Select the appropriate DN from the list and click the ATA settings tab.

The options for the Device Type are Modem or Telephone.

To determine why there is no dial tone at the ATA2

1 If you hear no dial tone, replace a single-line telephone for the data communication device.
2 If you hear no dial tone at the ATA2 unit:

a Disconnect the line side of the ATA2. Connect a digital telephone to the ATA2 port.
b Check that the connection from the ATA2 to the BCM450 hardware works correctly.

To check the ATA2 wiring

1 Use an analog phone to test the ATA2.
2 Check the following connections:

a ATA 2 to the terminal

The resistance must be 200 ohms or less for data applications and 1300 ohms or less for
voice applications.

b BCM450 hardware to the ATA2

The wiring must be equivalent to 800 m of 0.5 mm wire (2600 ft. of 24-AWG) or less. Do
not use bridge taps and loading coils between the BCM450 hardware an d ATA2.

Reset to factory settings

This section describes how to reset the BCM450 system to the factory settings or a stable working
condition using the reset switch (see the figure Reset switch location on page 33). When the
BCM450 is in this condition, you can make further modifications.

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Chapter 3 Hardware Troubleshooting 33

Reset button

Figure 7 Reset switch location

Some possible situations in which you use the reset feature are:

• If the BCM450 system is configured incorrectly to an extent that it is no longer functional. The
customer must use a level 1 reset to return to the default system programming and restore a
previous configuration or reconfigure the system.

• If distributors want to reuse BCM450 systems, they must first erase all customer-specific data
using a level 1 or level 2 reset.

Reset levels

Reset to factory settings is a stand-alone feature that has the following levels of reset:

• Level 1 reset erases all customer-specific data and restores the default configuration for all
components. This reset leaves the software componen ts untouched. That is, the system has th e
latest release and patch level of the softwa re installed. Only the system and user configuration
data is erased and replaced with default values.

• Level 2 reset erases all customer and system configuration data and all software releases and
patches. This reset re-installs the original factory configuration settings.

Warning: If you perform a Level 2 reset to solve an undetermined problem and
still have access to Element Manager, you must retrieve all the log files for
technical support before performing the Level 2 reset. A Level 2 reset erases all
log files from the system.

BCM450 Troubleshooting Guide

34 Chapter 3 Hardware Troubleshooting

Activate the reset feature

You activate the reset feature through the Maintenance CLI or the Configuration CLI. When you
initiate a reset from the CLI menu, no further action is needed to complete the reset. You can
monitor the progress of the reset by observing the LED states, or through the serial connection.It is
important that you wait for the system to complete the reset before taking any further action; do
not interrupt the reset process.

Warning: Before performing a Level 1 or Level 2 reset, review all the effects of
the levels of reset. See Reset levels on page 33.

To perform a Level 1 reset (configuration reset)

1 Access the CLI. For information about how to access the CLI, refer to Command Line

Interface on page 80.

2 From the Configuration CLI, select option 4—Configuration Reset. If you are using the

Maintenance CLI ,select option 5—Configuration Reset.

3 The LEDs will progress through the start-up and shut down sequence. This process may take

more than 2 minutes.

4 A Staus LED that is flashing yellow, and a Power LED that is solid red, indicates that a

configuration reset is in progress. This process may take more than 2 minutes.

5 The system reboots to the Main OS. This process may take more than 2 minutes.

To perform a Level 2 reset (software reset)

1 Access the CLI. For information about how to access the CLI, refer to Command Line

Interface on page 80.

2 From the Configuration CLI, select option 5—Software Reset. If you are using the

Maintenance CLI ,select option 6—Software Reset.

3 The LEDs will progress through the start-up and shut down sequence. This process may take

more than 2 minutes.

4 A Staus LED that is flashing yellow, and a Power LED that is solid red, indicates that a

software reset is in progress. This process may take more than 5 minutes.

5 The system reboots to the Main OS. This process may take more than 2 minutes.

Monitoring the boot process

1 Connect a serial cable with a 9-pin female connector from the serial port on a PC to the serial

port on the BCM450.

2 Ensure that you use the following settings:

• bits per second: 115200

NN40160-700NN40160-700

Chapter 3 Hardware Troubleshooting 35

• data bits: 8

•parity: N

• stop bits: 1

• no flow control

3 Use a terminal emulation program, such as Hyperterminal or Nortel CLI Manager, to establish

a connection to the BCM450.

4 Reboot the system and observe the boot pro cess. Figure 8 shows an example of a boot process

when there is failed or missing memory; Figure 9 shows an example of a boot process when
there is a failed or missing hard drive.

5 If the system starts normally, the CLI login prompt displays when the boot cycle is complete.

BCM450 Troubleshooting Guide

36 Chapter 3 Hardware Troubleshooting

Figure 8 Boot process with failed or missing memory

Figure 9 Boot process with failed or missing hard drive

NN40160-700NN40160-700

Chapter 4

Software Troubleshooting

Use the information in this chapter to troubleshoot problems related to the BCM450 software
components.

Navigation

Complete the following tasks, in the order shown below, to troubleshoot some of the common
problems that you may encounter with the BCM450 software:

• Verify the software version on page 37

• Verify the keycodes on page 37

• Check the programming of lines and phones on page 37

• Restoring system data on page 46

• Verify the software inventory on page 48

37

Verify the software version

In the Element Manager, select Help > About. A panel displays and provides information about
the Element Manager, such as the Release level.

Verify the keycodes

If a specific feature is not functioning, verify that the feature is included in your installed
keycodes. For information about how to verify the installed keycodes, see Verify the keycod es on
page 24.

Check the programming of lines and phones

You can use the Element Manager to view the programming of lines and phones. When you view
the lines, the information on the panels may vary, depending on the type of line.

The Element Manager displays line information in two sections:

• The main section, Trunk/Line data, is located at the top of the screen and provides a table of
lines and the current or default settings.

• The bottom section contains three tabs. The cont ents of the tabs may vary, depending on the
line selected in the top table.

—The Properties tabbed panel provides the settings for individual line characteristics.
—The Preferences tab shows information that may vary from trunk to trunk

BCM450 Troubleshooting Guide

38 Chapter 4 Software Troubleshooting

—The Restrictions tabbed panel allows you to define which restrictions will be active for

individual lines. Note that lines that are assigned to the same line pool will automatically
assign the same restrictions.

—The Assigned DNs tabbed panel provides a quick way to assign lines to telephones. You

must use the DN records panels to assign line pools to telephones.

Check line programming

Use the following procedure to check line programming in your BCM450 system.

To check line programming

1 In the Task Navigation Panel, select the Configuration tab.
2 Select Te lephony > Lines.
3 Verify that the programming for all lines is correct; see Trunk/Line data on page 38 for an

explanation of the fields on the panel.

4 Select a line, and then select a tab:

a Select the Properties tab and verify that the settings are correct; see Properties on

page 40 for an explanation of the fields on the tab.

b Select the Preferences tab and verify that the settings are correct; see Preferences on

page 42 for an explanation of the fields on the tab.

c Select the Restrictions tab and verify that the settings are correct; see Restrictions on

page 45 for an explanation of the fields on the tab.

d Select the Assigned DNs tab and verify that the settings are correct; see Assigned

DNs on page 46 for an explanation of the fields on the tab.

5 Repeat step 4 for the remaining lines.
6 Correct any programming problems, or restore the system data; see “Restoring system data”

on page 46 for more information.

Trunk/Line data

The top-level Table View panel shows line records for all lines active on the system, and the
common assigned parameters.

Table 7 on page 38 describes the fields found on the Trunk/Line Data main panel.

Table 7 Trunk/Line Data main panel (Sheet 1 of 3)

Attribute Value Description

Line This list contains all the

possible line numbers for
the system, including target
lines.

NN40160-700NN40160-700

Configure only those lines that are active on th e system.
(Click the Active check box and ensure that the Inactive
check box is empty).

Table 7 Trunk/Line Data main panel (Sheet 2 of 3)

Attribute Value Description

Chapter 4 Software Troublesho oting 39

Trunk Type PSTN-based lines, VoIP,

Target

Name <maximum of seven

alphanumeric characters>

Control Set DN <control telephone DN>

Default: 221 (default Start
DN)

Tips: External lines and telephones must be programmed to use one of the Scheduled
Services: Ringing, Restriction, and Routing Services.
For maximum flexibility, Nortel recommends that you create two different control
telephones, one for the lines and one for the telephones.
You can turn on a service manually or automatically for all e xternal lines from an a ssigned
control telephone. However, you cannot combine schedules . A service can only be active
as normal service or one of the six schedules at any one time. Several schedules can be
active at one time, but they must use different services.

Line Type Public

Private to: <telephone DN>
Pool A to O,
BlocA to BlocF

There are three main categories of lines:
PSTN-based lines: (analog, T1, PRI, BRI)
Voice over IP (VoIP) trunks, which connect t hrough the LAN

or WAN.
Target lines, which are internal channels that provide direct

dial capability.
Identify the line in a way that is meaningful to your system,

such as by the type of line and line pool or the DN it is
attached to in the case of target lines.

Enter a telephone DN for a telephone that you want to use
to turn service off or on for other telephones using this line.

The control telephone must have the line assig ned, or must
be assigned to the line pool the line is in.

Define how the line is used in relation to other lines in the
system.

• Public line: can be accessed by more than one
telephone.

• Private line: can be assigned only to one telephone and
the prime telephone for that line. Enter the internal
number of the telephone.

• Pool A - O (analog and T1 lines) BlocA to BlocF
(PRI and VoIP lines): assigns the line to one of the line
pools. If a line is assigned to a line pool, but is not
assigned to any telephone, that line is available only for
outgoing calls.
Bloc line pools must be used in conjunction with routes
and destination codes. Target lines cannot be put into
line pools.

Prime set DN: <telephone DN>

None

Assign a telephone to provide backup answering for calls
on the line. For an Auto Answer line, calls are redirected if
the received number is invalid or the target line is busy, and
if the
If busy parameter is set To prime.

Each line can be assigned only one prime telephone.

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40 Chapter 4 Software Troubleshooting

Table 7 Trunk/Line Data main panel (Sheet 3 of 3)

Attribute Value Description

Pub.
Received #

(Target lines
only)

Priv.
Received #

(Target lines
only)

Distinct ring None

<digits associated with a
specific target line>

<digits associated with a
specific target line>

Pattern 2
Pattern 3
Pattern 4

Specify the digits the system will use to identify a call from
the public network to this target line.

• A received number cannot be the same as, or be the
start digits, of a line pool access code, a destination
code, the DISA DN or the Auto DN.

• If you are configuring auto-answer BRI trunks to map to
target lines, the received number should be the same as
the Network DN supplied by your service provider. The
call will be directed to the prime telephone for the
incoming line if the Network DN is not used.

Specify the digits the system will use to identify a call from
the private network to this target line.

• A received number cannot be the same as, or be the
start digits, of a line pool access code, a destination
code, the DISA DN or the Auto DN.

• If you are configuring auto-answer BRI trunks to map to
target lines, the received number should be the same as
the Network DN supplied by your service provider. The
call will be directed to the prime telephone for the
incoming line if the Network DN is not used.

Choose the distinctive ring pattern that you want to assign
to the line. This allows you to provide selective service to
calls with differing answer priorities.

When more than one line with the di stinct ring set tings ring s
at a telephone, the line with the highest priority rings first.

• Pattern 4 has the highest ring priority

• Pattern 3 has second highest ring priority

• Pattern 2 has third highest ring priority

• None ha s the lowest ring priority.

By default, all telephones and lines are set to None.

Properties

The Properties tab shows basic line properties. Not all fields apply to all types of lines.
The Properties tab is shown in Figure 10 on page 41.

NN40160-700NN40160-700

Chapter 4 Software Troublesho oting 41

Figure 10 Properties details panel

Table 8 on page 41 defines the fields on this panel and indicates the lines.

Table 8 Properties line settings (Sheet 1 of 2)

Attribute Value Description
Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS

= DPNSS; VoIP = VoIP; TL = Target. Note: PRI fields are all included under the main table.

Trunk mode

Loop

Unspr
Supervised
*Earth calling
*Loop guarded
*Loop unguarded
**ROE, ROI

l mode Loop GS DID E&M

Dia

Pulse
Tone

Loss package

Impedance (Ohms)

Loop (analog
only)

Short CO
Medium CO
Long CO
Short PBX
Long PBX

Loop (analog
only)

600 ohm-900 ohm The GATM can be set to a specific impedance level.

Define whether disconnect supervision, also r eferred to as lo op
supervision, releases an external line when an open switch
interval (OSI) is detected during a call on that line. You m ust set
this to Supervised if a loop trunk has its Answer mode set to
Auto or if you enable Answer with DISA. Disconnect
supervision is also required to conference two external callers.
The line must be equipped with disconnect supervision from th e
central office for the Supervised option to work.

* These listing only appear for UK analog lines.
** These appear only for Australia.

Specify whether the system uses dual tone multifrequency
(DTMF) or pulse signaling on the trunk.

Tone does not appear if Signaling is set to Immediate
(T1 DID &T1 E&M trunk types only).

Select the appropriate loss/gain and impedance settings for
each line.

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42 Chapter 4 Software Troubleshooting

Table 8 Properties line settings (Sheet 2 of 2)

Attribute Value Description
Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS

= DPNSS; VoIP = VoIP; TL = Target. Note: PRI fields are all included under the main table.

Signaling

WinkStart
Immediate
DelayDial

Link at CO

Line Tuning Digit drop-down menu Select the line tuning digit to use. When a trunk is connected,

Loop (analog
only)

<check box> Some exchanges respond to a Link signal, also called hook

DID E&M

Select the signal type for the line. The immediate setting does
not appear for T1 E&M or T1 DID trunks connected to a DTM if
the Dial mode is set to tone.

Make sure that this matches the signal type programmed f or the
trunk at the other switch.

flash (FEATURE 71), by providing an alternative line for making
outgoing calls.

Enabling Link at CO causes the system to apply t he restrict ions
on outgoing calls to the digits dialed after the Link signal. As
well, the call on the alternative line is subject to all restrictions.

Disabling Link at CO prevents a Link signal from resetting the
BCM450 restrictions in cases where the host exchange does
not provide an alternative line.

the BCM450 starts a call and sends this digit to the CO to turn
off the dial tone signal, and then tests the line to optimize the
trunk levels. The default digit is 1. You may need to change the
default digit if your CO uses the digit 1 to route the call to a
special service or to a second dial tone or busy/re-order tone.
Select the digit that will result in silence on the trunk.

Preferences

The Preferences tab shows information that may vary from trunk to trunk. Most of this information
needs to coordinate with the line service provider equipment.

The Preferences tab is shown in Figure 11.

Figure 11 Preferences details panel

NN40160-700NN40160-700

Chapter 4 Software Troublesho oting 43

Table 9 defines the fields on this panel and indicates the lines.

Table 9 Prefer ences details fields for lines (Sheet 1 of 3)

Attribute Value Description
Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS

= DPNSS; VoIP = VoIP; TL = Target and DASS2. Note: PRI fields are all included under the main
panel.

Auto privacy

Full autohold

Aux. ringer

Loop GS DID E&M BRI VoIP

<check box> Define whether one BCM450 user can select a line in use at

another telephone to join an existing call.

Loop BRI DPNSS VoIP

<check box> Enables or disables Full autohold.

When enabled, if a caller selects an idle line but does not dial
any digits, that line is automatically placed on hold if you then
select another line.

Full autohold is always in place for T1 E&M trunks because it
has no meaning for incoming-only T1 DID trunks.

The default setting should be changed only if Full autohold is
required for a specific application.

Loop GS DID E&M BRI DPNSS VoIP TL

<check box> Turn the auxiliary ringer on or off for all telephones using this

line.
When programmed on a line, the auxiliary ringer will ring every

time a call is received.

ANI Number

DNIS Number

Distinct Rings in
use

Note: When programmed only on a telephone, no ring occurs for a transferred call.
An auxiliary ringer can also be programmed in Services to ring for a line placed into

a scheduled Ringing service.

DID E&M

<check box> Define whether the telephone number of the caller will be

shown for this line.
For T1 E&M and T1 DID trunks connected to a DTM, this setting

only appears if Signaling is set to WinkStart.
The central office must deliver ANI/DNIS in DTMF mode. No

additional equipment is required.

E&M

<check box> Defines whether the digits dialed by an external caller on this

line will be shown.For T1 E&M trunks connected to a DTM, this
setting only appears if Signaling is set to WinkStart and Answer
mode is set to Manual.

<read-only> Indicates if a special ring has been assigned. See Distinct Ring

on the main table.

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44 Chapter 4 Software Troubleshooting

Table 9 Prefer ences details fields for lines (Sheet 2 of 3)

Attribute Value Description
Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS

= DPNSS; VoIP = VoIP; TL = Target and DASS2. Note: PRI fields are all included under the main
panel.

Answer mode

Answer with DISA

If busy

Loop GS E&M BRI DPNSS

Manual
Auto

Note: You require Disconnect supervision on the line if loop start trunks a re to
operate in auto-answer mode.

Loop GS E&M BRI

<check box> Define whether the system prompts a caller for a six-digit class

To Prime
Busy Tone

Define whether a trunk is manual or automatic answer.
Auto answer mode allows the trunk to be a shared resource by

the system telephones. This shared resource is created through
routing to target lines or using DISA.

For auto answer trunks being used to allow remote call-in from
system users, the trunk can be configured to answer with a
straight dial tone, if DISA has not been enabled. It can also be
configured to answer with a stuttered dial tone if DISA is
enabled and the caller is expected to enter a CoS password.
The CoS password defines which system features the caller is
permitted to access.

Manual answer trunks are assigned to one or more teleph ones.
The assigned telephones exclusively own the line.

of service (CoS) password.
start, T1 E&M lines that have auto-answer mode, and analog
trunks. Set this option to No for T1 E&M lines on a private
network that have auto-answer mode.

Define whether a caller receives a busy tone or the call
forwards to the prime telephone when the target line is busy.
Busy tone only works for PRI trunks.

This setting appears for T1 loop

TL

Voice Message
Center

Redirect to

NN40160-700NN40160-700

Tips: The duration of an open switch interval (OSI) before BCM450 disconnects a
call is programmed by the Disconnect timer setting.

Loop GS DID E&M BRI DPNSS VoIP TL

Center 1 ­Center 5

Loop GS DID E&M TL

<dial string> Enter a dial string (including destination code) to redirect the

If this line connects t o a remote voice mail, either through the
private network or at the Central Office, indicate which Center
number has been configured with the contact number.The
system calls that number to check voice mail messages when a
message indicator is presented to a telephone.

line to an external telephone, such as a call attendant on
another system.

If you want to stop redirection, you need t o delete t he dial strin g
and allow the record to update.

Warning: If the dialstring is set up, the line will immediately be
redirected out of the system not ringing any telephone.

Chapter 4 Software Troublesho oting 45

Table 9 Prefer ences details fields for lines (Sheet 3 of 3)

Attribute Value Description
Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS

= DPNSS; VoIP = VoIP; TL = Target and DASS2. Note: PRI fields are all included under the main
panel.

Warning: Enable modules

If you disabled any trunk media bay modules prior to performing programming, enable them now to
ensure your system will function properly.

Restrictions

Assigning Line restrictions and Remote Access Package restrictions are part of the configuration
for controlling calls out of the system (line restrictions) and into the system from a private network
node or from a remote user calling in over the PSTN lines (Remote Access Packages).

The Restrictions tab shows the restrictions for a line.

Table 10 describes the fields on this panel.

Table 10 Restrictions

Attribute Values Description

Use remote package <remote package #> If the line is being used to receive external calls or calls

from other nodes on the private network, ensure that
you indicate a remote package that provides on ly the
availability that you want external callers to have. This
attribute is typically used for tandeming calls.

Schedule Default: Normal, Night, Evening, Lunch, Sched 4, Sched 5, Sched 6
Line Restrictions -

Use Filter

Remote Restrictions

- Use Filter

<00-99> Enter the restriction filter number that applies to each

schedule.
(controls outgoing calls)

<00-99> Enter the restriction filter that applies to each schedule.

This setting provides call controls for incoming calls over
a private network or from remote user dialing in over
PSTN)

BCM450 Troubleshooting Guide

46 Chapter 4 Software Troubleshooting

Assigned DNs

The Assigned DNs tabbed panel displays the DN properties for lines that are assigned to
telephones.

This information can also be configured on the DN record. Any information added, deleted or
modified in this table reflects in the DN record.

Note: Lines that do not allow single-line assignment, such as PRI lines and VoIP lines,
will not display this tabbed panel.

Restoring system data

If the programming of lines and extensions is incorrect, you can restore from an archive file, or
you can restore the system to factory defaults. This section provides the procedures to follow to
restore system data from an archive file, and to restore factory defaults. For information about the
effects of performing a restore operation, or about optional components, see the BCM450
Administration and Security Guide (NN40160-601)

Restoring data from an archive

Caution: A backup operation can interrupt services running on the BCM450. A

warning displays whenever the backup will cause a service interruption. If you
want to perform a backup that does not affect the system, you can exclude
services that would be affected. Alternatively, you can include these services and
perform a backup at a time when the system is typically not in use.

To restore data from an archive

1 In the task panel, click the Administration tab.
2 Open the Backup and Restore folder, and then click Restore.

The Restore panel opens. The Restore From selection field has BCM as a default value.

3 In the Restore From selection field, select the location of the archive file to restore:

• BCM

• My Computer

• Network folder

•FTP server

•SFTP server

• USB storage device

•Factory Default

4 Click the Restore button.

The Select Components to Restore window opens.

NN40160-700NN40160-700

Chapter 4 Software Troublesho oting 47

5 Select the optional components that you want to include from the backup file.
6 Click the OK button.

A warning window opens and displays informatio n about components that will be affected by
the restore operation. Read the warning carefully before proceeding.

7 Click the Yes button to proceed.

A progress window opens. When the operation is complete, the Restore Complete window
opens.

8 Click the OK button.

Restoring the factory configuration

Caution: A restore operation is a service-affecting operation. A nu mber of

services running on the BCM450 system will be stopped and then restarted using
the restored configuration or application data. A reboot is required if you choose
Keycodes as a restore option. It will take several minutes before Voicemail is
working again.

To restore the factory configuration

Your BCM450 is delivered with a backup file that was created at the factory. This file can be a
helpful starting point if you decide to completely re-configure your BCM450 and would like to
erase the settings programmed on your device. Although you can select individual components to
restore, Nortel recommends that you restore all components when using this option.

1 In the task panel, click the Administration tab.
2 Open the Backup and Restore folder, and then click Restore.

The Restore panel opens.

3 In the Restore From selection field, select Factory Default.

A warning dialog box displays.

4 Click the Restore button.

The Select Components to Restore panel opens.

5 Select the optional components that you want to include from the backup archive.
6 Click the OK button.

A warning window opens and displays informatio n about components that will be affected by
the restore operation. Read the warning carefully before proceeding.

7 Click the Yes button to proceed.

A progress window opens. When the operation is complete, the Restore Complete window
opens.

8 Click the OK button.

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48 Chapter 4 Software Troubleshooting

Verify the software inventory

This section provides information about how to verify the level of software components and obtain
updates to your software inventory. For information about applying software updates, please refer
to the BCM450 Administration and Security Guide (NN40160-601).

Viewing the inventory of BCM450 software

BCM450 software is organized into software components that you can individually update as
required. The version of each software component is tracked so that you can determine the exact
software release level of a BCM450 to the component level.

You can view the complete inventory of software installed on the BCM450. The Software
Inventory table displays all the software components installed on the system, the functional group
and the software version of each component.

Table 11 lists the information displayed in the Software Component Version Information table.

Table 11 Information displayed in the Software Component Version Information table

Column Description

Component The name of the software component installed on the BCM450. For

example, backup-recovery.

Group The functional group to which the software component belongs. For

Version The version of the software component.

example, Operating System.

You can change the order of the information displayed in the table by clicking a column heading
and dragging it to a new place in the table. You can also sort the information in a column by
descending or ascending order, by clicking the column heading.

To view the BCM450 software inventory

1 In the task panel, click the Administration tab.
2 Open the Software Management folder, and then click the Software Inventory task.

The Software Inventory panel opens.

3 View the details in the Software Component Version Information table.

Obtaining software updates

Before you can apply a software update to your BCM450, you must obtain the software update and
unzip the file. Authorized Nortel partners can download BCM450 software updates from the
Nortel Technical Support web page.

NN40160-700NN40160-700

Chapter 4 Software Troublesho oting 49

To obtain updates from the Nortel Technical Support Web page

1 In your web browser, enter www.nortel.com/cs and then click the Go button.

The Nortel Technical Support Web page opens.

2 Download the required updates.
3 Create a directory for each update and unzip the downloaded file into a directory.

BCM450 Troubleshooting Guide

50 Chapter 4 Software Troubleshooting

NN40160-700NN40160-700

Chapter 5

Advanced Troubleshooting

This chapter contains examples of advanced troubleshooting procedures. You must be a system
administrator to perform these procedures.

Navigation

• Example 1: Cannot dial out from an analog trunk on page 51

• Example 2: Cannot dial out from a SIP or H323 VoIP trunk on page 53

• Example 3: IP set is not registering with the BCM450 on page 58

• Example 4: Cannot install keycode or invalid keycode application on page 60

• Example 5: Cannot dial out from digital trunk on page 61

• Example 6: MeetMe Conferencing commands do not work, or conferencing is busy on page
66

• Example 7: Unable to apply a software update from a USB storage device on page 67

• Example 8: Element Manager incorrectly shows expansion cabinet as empty on page 68

51

Example 1: Cannot dial out from an analog trunk

When you cannot dial out from an analog trunk, you may experience the following problems in
your network:

• you are unable to reach a destination number when you dial it

• there is no dial tone

• instead of a dial tone, you hear a re-order or fast-busy tone

• you hear a “wrong number” message from the central office.

Use the following procedure when you cannot dial out from an analog trunk.

Troubleshooting example 1

1 Check that the LED indicators on the BCM450 Chassis and the MBM are solid green.
2 Using an analog test set, verify that a dial tone is present at the MBM termination point.
3 From the Element Manager, select Configuration > System > Keycodes to view the list of

installed features.

4 Verify that the appropriate keycode is active. For analog trunk modules, the keycode is Exp

Port.

5 Select Configuration > Resources > Telephony Resources and select the appropriate trunk.

Verify that the trunk is active.

BCM450 Troubleshooting Guide

52 Chapter 5 Advanced Troubleshooting

6 Select Configuration > Telephony > Lines > Active Physical Lines. Select the appropriate

line and verify that it is provisioned correctly. The Line Type should be Pool A, the Trunk
Mode should be Supervised, and the Dial Mode should be Tone.

7 Select Configuration > Telephony > Sets > Active Sets. Select the appropriate set and verify

that it is provisioned correctly . On the Line Assignment tab, verify that the A ppearance Type
is one of the following: appear only, appear and ring, or ring only.

8 Select Administration > Utilities > BCM Monitor and click the Launch BCM Monitor

button.

NN40160-700NN40160-700

Chapter 5 Advanced Troubleshooting 53

9 Select the BCM Info tab and verify the status of the line.

Example 2: Cannot dial out from a SIP or H323 VoIP trunk

When you cannot dial out from a SIP or H323 VoIP trunk, you may experience the following
problems in your network:

• you are unable to reach a destination number when you dial it

• there is no route to the destination

Use the following procedure when you cannot dial out from a SIP or H323 trunk.

Troubleshooting example 2

1 Check that the LED indicators on the BCM Chassis are solid green.
2 From the Element Manager, select Configuration > System > Keycodes to view the list of

installed features.

BCM450 Troubleshooting Guide

54 Chapter 5 Advanced Troubleshooting

3 Verify that the appropriate keycode is active. For H323 trunks, the keycode is VoIP GW

Trunk, and for SIP trunks, the keycode is SIP GW Trunk.

4 Select Configuration > Telephony > Lines > Active VoIP Lines. Select the appropriate line

and verify that the Control Set and Prime Set are provisioned correctly.

5 Select Configuration > Resources > Telephony Resources and select the appropriate trunk.

NN40160-700NN40160-700

Chapter 5 Advanced Troubleshooting 55

6 Click the Add button to open the Add Remote Gateway dialog box. Verify that the remote

gateway is configured correctly.

7 Select Configuration > Telephony > Dialing Plan > Routing and select the Routes tab.

Verify that the route is configured correctly.

8 Select Configuration > Telephony > Dialing Plan > Routing and select the Destination

Codes tab. Verify that the destination code is configured correctly.

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56 Chapter 5 Advanced Troubleshooting

Note: Ensure that the Absorbed Length is configured to the expected dialing plan.

9 Select Configuration > Telephony > Sets > Active Sets and select the Line Access tab.

NN40160-700NN40160-700

Chapter 5 Advanced Troubleshooting 57

10 Highlight the appropriate set and select the Line P ool Access tab . Verify that the set has access

to VoIP trunks

11 Select Configuration > Telephony > Dialing Plan > Private Network and ensure that the

Private Network Type is set to CDP or UDP.

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58 Chapter 5 Advanced Troubleshooting

Note: In this example, the dialing plan is configured for a CDP Network with the recommen ded minimum

4 digit Private DN length

Example 3: IP set is not registering with the BCM450

When an IP set cannot register with the BCM450, you may notice the following problem in your
network:

• the IP set is not registered and repeatedly tries to connect to the BCM450

If an IP phone is not registering with the BCM450, there are three possible causes:

• there are not enough licenses for the number of IP phones connected to the system

• the number of IP sets connected exceeds the maximum; the maximum is 300

• the phone is not correctly configured

Verify that the number of phones does not exceed the number of licenses. If there are too many
phones for the number of licenses, disconnect any unneccesary phones, or increase the number of
licenses.

If the number of IP sets connected to the BCM450 exceeds the maximum number of 300, it is
possible that after a system reboot, not all of the 300 supported sets will be able to register. To
resolve this problem, refer to the procedure Troubleshooting example 3a on page 59.

NN40160-700NN40160-700

Chapter 5 Advanced Troubleshooting 59

If the number of phones connected does not exceed the number of licenses, and does not exceed
the maxium number of IP sets supported, use the procedure Trou bleshooting example 3b on page
59 to verify the configuration of the IP phone.

Troubleshooting example 3a

1 Select Configuration > Telephony Resources deregister the offline sets.

OR

2 To connect more than 300 IP sets, configure unused Application DNs for these sets by

selecting Configuration > Telephony Resources > Application Sets.

3 Decrease the Application DNs and increase the IPSet DN count.

Troubleshooting example 3b

1 Select Configuration > Resources > Telephony Resources and select the appropriate IP set

from the list.

2 On the IP Terminal Global Settings tab, ensure that the Enable Registration checkbox is

selected.

3 Verify that the Global password on the BCM450 is the same password that you are using the

register the IP set (the default passw ord is 22 64). If this field is left blank, no password prompt
occurs during phone registration.

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60 Chapter 5 Advanced Troubleshooting

4 Verify S1/S2 IP address & Port settings on phone (Port 7000 for BCM)

Example 4: Cannot install keycode or invalid keycode application

When you cannot install a keycode, or have an invalid keycode application, you will see the
following message: “Error Happened. Error detail; Invalid Keycode File.”

Use the following procedure when you cannot install a keycode, or when a keycode application is
invalid. For further information about keycodes, see the Keycode Installation Guide
(NN40010-301).

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Chapter 5 Advanced Troubleshooting 61

Troubleshooting example 4

1 Verify that the keycode is generated against the right system ID in the Keycode Retrieval

System (KRS). Access the KRS using one of the following methods:

a Connect to http://www.nortel.com/support/tools/krs/
b In Element Manager, select Configuration > System > Keycodes and click the

Connect to Nortel Keycode Retrieval System button.

2 In the Element Manager, select Help > About. Verify that the installed version is the latest

version of the software.

Example 5: Cannot dial out from digital trunk

When you cannot dial out from a digital trunk, you may experience the following problems in your
network:

• you are unable to reach a destination number when you dial it

• there is no route to the destination

Use the following procedure when you cannot dial out from a digital trunk.

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62 Chapter 5 Advanced Troubleshooting

Troubleshooting example 5

1 Check that the LED indicators on the BCM Chassis are solid green.
2 Verify the physical connection from the carrier demarcation; ensure that the cable is securely

connected.

3 Verify the physical connection from the carrier demarcation to the BCM450 equipment;

ensure that the cable is securely connected.

4 If you are using SL-1 or ETSI QSIG, verify that the MCDN keycode is active. From the

Element Manager, select Configuration > System > Keycodes to view the list of installed
features.

5 Verify that the digital trunk parameters are configured according to the parameters specified by

your carrier or central office.

6 Select Configuration > Resour ces > Telephony Resources and click the Trunk P ort Details

tab. Verify that the trunk port details and state are correctly provisioned.

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Chapter 5 Advanced Troubleshooting 63

7 Select the Provision Lines tab and verify that the lines are correctly provisioned.

8 Select Configuration > Telephony > Dialing Plan > Routing and select the Routes tab.

Verify that the route is configured correctly

9 Select Configuration > Telephony > Dialing Plan > Routing and select the Destination

Codes tab. Verify that the destination code is configured correctly.

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64 Chapter 5 Advanced Troubleshooting

Note: Ensure that the Absorbed Length is configured to the expected dialing plan.

10 Select Administration > Telephony Metrics > Trunk Module Metrics and select the DTM

module. Verify that the State of the DTM module is Enabled.

11 Select the CSU Alarm History tab and check the alarm status of the module.

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Chapter 5 Advanced Troubleshooting 65

12 Select Administration > Telephony Metrics > CBC Limit Metrics and verify calls were not

denied due to exceeding CBC limits.

13 Select Administration > Utilities > BCM Monitor and click the Launch BCM Monitor

button.

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66 Chapter 5 Advanced Troubleshooting

14 Select the Line Monitor tab and verify the status of the line; select the UIP tab and verify the

call set up.

Example 6: MeetMe Conferencing commands do not work, or conferencing is busy

Use the following procedure to troubleshoot problems with MeetMe Conferencing.

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Chapter 5 Advanced Troubleshooting 67

Troubleshooting example 6

1 Select Configuration > Resources > Application Resources and select the VoiceMail + CC

application.

2 Increase the maximum number of application resources (voice ports) for Voice Mail + CC.

Example 7: Unable to apply a software update from a USB storage device

Use the following procedure when a software update from a USB storage device fails. When the
update fails, the BCM450 generates alarm 1003.

Troubleshooting example 7

1 Verify that only one USB storage device is attached to the BCM450 in the bottom USB port.
2 If a second USB storage device is attached, remove it.
3 Verify that there is only one partition on the USB storage device, and that the software update

is on the first partition. The BCM450 will recognize only the first partition.

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68 Chapter 5 Advanced Troubleshooting

Example 8: Element Manager incorrectly shows expansion cabinet as empty

Use the following procedure when a module is installed in the expansion cabinet, but the Element
Manager shows the expansion cabinet as empty, and the MBM is not active.

1 Select Configuration > Resources > Telephony Resources.
2 Double-click the Module Type field for the expansion cabinet.
3 Select the module from the list.
4 Configure the module and select Enable.

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Chapter 6

Recovery trees

The chapter provides recovery trees for common troubleshooting scenarios.

Navigation

• System is not processing calls on page 69

• Start-up profile fails on page 70

• Cannot access BCM450 through Element Manager on page 71

• BCM450 shuts down unexpectedly on page 73

System is not processing calls

Use the following flowchart when the BCM450 is not processing calls.

69

BCM450 Troubleshooting Guide

70 Chapter 6 Recovery tree s

Figure 12 System is not processing calls

Start-up profile fails

Use the following flowchart when the start-up profile of the BCM450 fails.

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Figure 13 Start-up profile fails

Chapter 6 Recovery trees 71

Cannot access BCM450 through Element Manager

Use the following flowchart when you cannot access the BCM450 through Element Manager.

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72 Chapter 6 Recovery tree s

Figure 14 Cannot access BCM450 through Element Manager

NN40160-700NN40160-700

BCM450 shuts down unexpectedly

Use the following flowchart when the BCM450 shuts down unexpectedly.

Figure 15 Unexpected shutdown

Chapter 6 Recovery trees 73

BCM450 Troubleshooting Guide

74 Chapter 6 Recovery tree s

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Chapter 7

Downloading Software

Use the information in this chapter to download BCM450 software.

Navigation

• Downloading software from the BCM450 webpage on page 75

• Downloading software from the Nortel web site on page 77

Downloading software from the BCM450 webpage

The BCM450 web page facilitates the download of applications, documentation, and other
information necessary for running the BCM450 and its services. You connect to the BCM450 web
page by typing the IP address of your BCM450 device into your browser. A valid user name and
password are required in order to access the web page .

75

The BCM450 web page contains the following links:

• Quick Link - Provides links to frequently used applications, including Mailbox Manager,

Activity Reporter Basic, and CallPilot Manager.

• User Applications - Applications listed in Ta ble 12 that are available to the end users of

the BCM450.

• Business Applications - Applications listed in Table 12 that are available to business users

of the BCM450.

• Administrator Applications - Applications listed in T able 12 that are available to BCM450

administrators.

• Documentation - Documentation for the BCM450 end users to explain the end-user

applications and BCM450-specific tasks.

Table 12 Applications available on BCM450 web page

Application User Administrator
User Applications

Mailbox Manager Y Y
Desktop Assistant Pro Y Y
CallPilot Unified Messaging Y Y
Personal Call Manager Y Y
LAN CTE Client Y Y
IP Software Phone 2050* Y Y
Mobile Voice Client 2050 Y Y

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76 Chapter 7 Downloading Software

Table 12 Applications available on BCM450 web page (Continued)

Application User Administrator
Business Applications

Reporter Applications

Activity Reporter Basic N Y
Activity Reporter N Y

Contact Center Applications

Reporting for Contact Center N Y
Contact Center Reporting

Server
Multimedia Contact Center N Y
IP View Softboard N Y

Administrator Applications

Administrator Management Tools

CallPilot Manager N Y
Business Element Manager N Y
Desktop Assistant Pro AE N Y
NCM for BCM N Y*
BCM Monitor N Y
CDR Clients N Y
BCM

MIBs N Y

RADIUS Dictionary
SSH Client (PuTTY) N Y
BCM Logs N Y

Digital Mobility Tools

Digital Mobility Controller N Y
Digital Mobility Service Tool N Y

Templates

Startup Profile Template N Y
Factory Default Programming

Record

NY

NY

To download software from the BCM450 webpage

1 Connect to the BCM450 web page:

— If the BCM450 is installed on the network use a browser and type in the BCM450 IP

— If the BCM450 is installed but not yet configured, connect directly to the BCM450

NN40160-700NN40160-700

address as the URL in the following format:
http://xxx.xxx.xxx.xxx

through the OAM port and, using a browser, type the following:

Chapter 7 Downloading Software 77

http://10.10.11.1/

2 Enter the user name and password to be authenticated on the BCM450 web page.
3 Select the link for the type of application that you want to download.
4 Select the link for the specific application or tool that you want to download and select the

download link.

Downloading software from the Nortel web site

To download software from the Nortel Web site, see the following web site:
http://www.nortel.com/downloadingcontent

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78 Chapter 7 Downloading Software

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Chapter 8

Troubleshooting Tools

The BCM450 system provides several tools that you can use to diagnose problems.

Navigation

• Service Management on page 79

• Status and Metrics on page 79

• Utilities on page 80

• Command Line Interface on page 80

Service Management

You can use the Element Manager to view a list of the services that are running on your BCM450
system.

79

For information about service management on the BCM450, see “Using the BCM450 Service
Managment System” in the BCM450 Administration and Security Guide (NN40160-601).

Status and Metrics

You can use the Element Manager to view detailed information about the performance of the
BCM450 and about the performance of system resources.

You monitor system status using the following tools:

• QoS Monitor—QoS Monitor monitors the quality of service (QoS) of IP trunk services.

• UPS Status—The Uninterruptible Power Supply (UPS) feature provides monitoring of the
power source and the battery backup.

• NTP Metrics—The Network Time Protocol (NTP Metrics) feature provides an overview of
the integrity of the NTP time source

For information about monitoring the system status, see the chapter “Using BCM450 System
Metrics” in the BCM450 Administration and Security Guide (NN40160-601).

You can monitor system performance using the following tools:

• Activity Reporter Basic—Generate reports about call activity and voice mail receive statistics.

• Trunk Module Metrics— View the status of digital trunk modules as well as identify any
device or lines connected to the system.

• CbC Limit Metrics—Use the CbC Limit metrics panel to monitor denied call activity for each
service on each line pool.

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80 Chapter 8 Troubleshooting Tools

• Hunt Group Metrics—Access the Hunt Group metrics to evaluate total call processing by hunt
group member.

• PSTN Fallback Metrics—View how many fallback attempts and fallback failures occur within
a specific period using the PSTN Fallback Metrics panel.

• Proactive Voice Quality Management—Proactive Voice Quality Management (PVQM)
metrics allow you to monitor the quality of VoIP calls. You can also use the PVQM metrics to
diagnose infrastructure problems in your network.

For information about monitoring system performance, see the chapter “Monitoring BCM450
Telephony Metrics” in the BCM450 Administration and Security Guide (NN40160-601):

Utilities

BCM450 provides the following utilities:

• BCM Monitor—BCM Monitor is a stand-alone diagnostic application that the system
administrator can use to view real-time system and IP telephony information about BCM450
systems.

• Ping—Ping (Packet InterNet Groper) is a utility that you can use to verify that a route exists
between the BCM450 and another device.

• Route trace—You ca n use Trace Route to measure round-trip times to all hops along a route.
This helps you to identify bottlenecks in the network.

• Ethernet activity—The Ethernet Activity panel is a utility that you can use to view ethernet
activity in the BCM450 system.

For information about utilities, see the “BCM450 Utilities” chapter in the BCM450 Administration
and Security Guide (NN40160-601).

Command Line Interface

You can use the Command Line Interface (CLI) to configure basic settings, as well as shut down,
reboot, or reset the BCM450 system. Two CLI modes are available: Maintenance CLI, and
Configuration CLI.

This section contains information about the following topics:

• Accessing the CLI on page 80

• Using the Configuration CLI on page 81

• Using the Maintenance CLI on page 82

Accessing the CLI

There are two methods of accessing the CLI:

• through a serial connection

• through the OAM port

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Chapter 8 Troubleshooting Tools 81

For either method, your user account must be assigned the System-CLI privilege before you can
access the CLI.

Accessing the CLI through a serial connection

Caution: The CLI is intended for use by experienced technicians, or as directed

by Nortel Technical Support. Improper use of the CLI may result in data loss.

1 Connect a serial cable with a 9-pin female connector from the serial port on a PC to the serial

port on the BCM450.

2 Ensure that you use the following settings:

• bits per second: 115200

• data bits: 8

•parity: N

• stop bits: 1

• no flow control

3 Use a terminal emulation program, such as Hyperterminal or Nortel CLI Manager, to establish

a connection to the BCM450.

4 Log into the BCM450 by entering your username and password. Your user account must be

assigned the System-CLI privilege in order to access the CLI.

Accessing the CLI through the OAM port

Caution: The CLI is intended for use by experienced technicians, or as directed

by Nortel Technical Support. Improper use of the CLI may result in data loss.

1 Connect an Ethernet cable from the Ethernet port on a PC to the OAM Ethernet port on the

BCM450.

2 Set the IP address of the PC to 10.10.11.2.
3 Use putty to establish an SSH connection to the default IP address of the OAM port:

10.10.11.1.

4 Log into the BCM450 by entering your username and password. Your user account must be

assigned the System-CLI privilege in order to access the CLI.

Using the Configuration CLI

The Configuration CLI dislays when the system is in Main OS mode. The options available on the
Configuration CLI are:

• 0—Exit. The system exits the CLI to the login prompt.

• 1—Reboot. The system reboots to the Main OS.

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82 Chapter 8 Troubleshooting Tools

• 2—Shutdown. The system shuts down. You need physical access to the BCM450 hardware to
restart the system.

• 3—Safe OS. The system reboots to the Safe OS and waits 1 minute for you to login. When
you login within 1 minute, the Maintenance CLI displays. If you do not login within 1 minute,
the system changes to the Main OS. For more information about the Safe OS, see Using the

Maintenance CLI on page 82.

• 4—Configuration Reset. A Level 1 reset occurs. The system resets all configuration data to
the factory defaults.

• 5—Software Reset. A Level 2 reset occurs. The system resets all configuration data and
software to the factory defaults.

• 6—IP Configuration. You can configure the following basic IP settings:

• 0—Return to Previous Menu. The system returns to the main menu.

• 1—Hostname. Provision the hostname of the system.

• 2—IP Address. Provision the IP address of the system.

• 3—Subnet Mask. Provision the subnet mask for the IP address.

• 4—Default Gateway. Provision the default gateway for the system.

• 5—DHCP Client Mode. Enable or disable the DHCP client.

• 6—Commit Changes. Save changes to the IP settings.

• 7—Reload Settings. Reload the existing IP settings.

Using the Maintenance CLI

The Maintenance CLI displays when the system is in Safe OS mode. The Safe OS is a diagnostic
mode that you can use if the Main OS is experiencing problems. No applications or telephony
services are running when the BCM450 is in Safe OS mode. The options available on the
Maintenance CLI are:

• 0—Exit. The system exits to the Safe OS login prompt.

• 1—Reboot into Main OS. The system reboots to the Main OS.

• 2—Shutdown. The system shuts down. You need physical access to the BCM450 hardware to
restart the system.

• 3—Reboot into Safe OS. The system reboots to the Safe OS and waits 1 minute for you to
login. If you do not login within 1 minute, the system changes to the Main OS.

• 4—Transition to Main OS. The system changes from the Safe OS to the Main OS without
restarting.

• 5—Configuration Reset. A Level 1 reset occurs. The system resets all configuration data to
the factory defaults.

• 6—Software Reset. A Level 2 reset occurs. The system resets all configuration data and
software to the factory defaults.

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Chapter 9

Understanding system messages

The BCM450 system generates alarms, logs, traps, and other system messages that you can use to
troubleshoot problems.

Alarms, logs, and traps

For information about system messages, see the following chapters in the BCM450 Fault and
Performance Management Guide (NN40160-701):

• “Using the BCM450 Fault Management System,” which describes fault management tools
such as alarms, logs, and SNMP traps

• “List of Alarms,” which provides alarm messages, problem descriptions, and possible
solutions

83

Reporting for dropped calls

You can specify the level of system reporting that you require for released ISDN or VoIP calls.
You can choose to have no text, a simple explanation, or a detailed explanation in the dropped call
notification.

Use this procedure to set the level of reporting for dropped calls.

To set Release Reasons

To set Release reasons, follow these steps:

1 Click Administration > Utilities > Diagnostic settings.
2 Click the Telephony tab.

The Release Reasons panel appears.

3 From the Release Reason drop-down menu, select the level of reporting that you require.

Table 13 lists the possible values for Release reasons.

Table 13 Release reasons

Attributes Values Description

None Default Value No text will accompany a dropped call notification.
Simple Cause Code:

Off
On

Off: no text is provided
On: the code only is provided
Note: if you select Simple text, you must turn off the Cause code. This is for

diagnostic purposes only.

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84 Chapter 9 Understanding system messages

Table 13 Release reasons

Attributes Values Description

Detailed No setting A detailed explanation of the Cause code is provided.
Cause

Code

check box This check box appears when you select Simple in the Release Reason

Text drop-down menu. When you select the check box, only the cause code
accompanies a dropped call notification.

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Chapter 10

Useful Troubleshooting Links

Use the information in this chapter to find additional reference information when you are
troubleshooting a problem with the BCM450 system. As part of your initial troubleshooting,
Nortel recommends that you check these resources for information about known issues and for
solutions related to the problem you are experiencing.

Navigation

• Partner Bulletins on page 85

• Knowledge and Solution Engine on page 85

Partner Bulletins

85

To locate Partner Bulletins, visit the Nortel Partner Information Center:
http://www.nortel.com/pic

Knowledge and Solution Engine

The Knowledge and Solution Engine allows you to search an entire database of Nortel technical
documents, troubleshooting solutions, software, and technical bulletins.

The document types available from the Knowledge and Solution Engine include the following:

• Bulletins: Includes a listing of technical bulletins.

• Documentation: Includes all technical documentation written for Nortel

• products (such as installation guides, administration guides, release

•notes).

• Service Requests: Includes technical support cases created within the past year. The
availability of service requests is based on your customer entitlement.

• Software: Includes software patches and software releases.

• Solutions: Includes troubleshooting solutions written by the Nortel Technical Support team.

When searching through the Knowledge and Solution Engine, enter a natural language qu ery (that
is, a query in the form of a statement or a question).

Using the Knowledge and Solution Engine

Use the following procedure to access the Knowledge and Solution Engine.

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86 Chapter 10 Useful Troub leshooting Links

To use the Knowledge and Solution Engine

1 Go to the Nortel Web site: www.nortel.com
2 Log in using user name and password.
3 Select SUPPORT & TRAINING.
4 Select ONLINE SELF-SERVICE, and then select Knowledge Base.

The Online Self-Service page appears and shows the Knowledge and Solution Engine. For
information on performing your search, click the Search Tips link.

To view an interactive tutorial for the Knowledge and Solution Engine, go to the Help &

Contact section, click the Help Using This Site link and then scroll to find the Knowledge
Base tutorial.

5 Enter your problem statement or question in the text box. Ensure that you leave spaces

between the words in the statement or question.

6 From the ALL TYPES drop-down list, select the document type you would like to search

against. The default is ALL TYPES, which searches on all available documents (bulletins,
documentation, services requests, software, and solutions).

7 Click > (the arrow adjacent to the text box) or press Enter to start your search. The page

reloads and provides the option to narrow your search by product family.

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Chapter 11

Frequently Asked Questions

The chapter provides answers to frequently asked questions.

Navigation

• Backup, restore, and reset operations on page 87

• Password protection on page 89

• Fault management on page 90

• System and status information on page 91

• Connectivity problems on page 95

• IP addresses on page 96

87

Backup, restore, and reset operations

This section contains answers to the following questions:

• How do I back up the database? on page 87

• How do I restore the BCM450 from a previous backup? on page 88

• How do I complete a Warm Reset or Cold Reset? Is it safe and will I lose customer data? on
page 88

How do I back up the database?

Use the following procedure to back up the BCM450 database.

To perform a backup

1 In the task panel, click the Administration tab.
2 Open the Backup and Restore folder, and then click Backup.

The Backup panel opens and displays the Immediate Backup tab. In the Backup To
selection field, choose a destination for the backup archive.

3 Click the Backup button.

The Backup window opens.

4 In the Optional Components table, select or clear the check box for each component to

include or exclude these components from the backup operation.

5 Click the OK button.

A warning window opens. Read the warning carefully before proceeding.

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88 Chapter 11 Frequently Asked Questions

6 Click the Yes button to proceed.

A progress window opens. When the backup is complete, the Backup Complete message
appears.

7 Click the OK button.

How do I restore the BCM450 from a previous backup?

Use the following procedure to restore the BCM450 database.

To restore data from the BCM450

1 In the task panel, click the Administration tab.
2 Open the Backup and Restore folder, and then click Restore.

The Restore panel opens. In the Restore From field, select the locati on of the b ackup ar chive
to use.

3 Click the Restore button.

The Select Components to Restore window opens.

4 Select the optional components that you want to include from the backup file.
5 Click the OK button.

A warning window opens and displays informatio n about components that will be affected by
the restore operation. Read the warning carefully before proceeding.

6 Click the Yes button to proceed.

A progress window opens. When the operation is complete, the Restore Complete window
opens.

7 Click the OK button.

How do I complete a Warm Reset or Cold Reset? Is it safe and will I lose customer data?

You can use the Reset utility in Element Manager to:

• reboot the BCM450 system

• perform a warm reset of telephony services

• perform a cold reset of telephony services

• shut down the system

For a description of the impact on the system of each of these resets, see Reset functions on page

26.

Use this procedure to perform a warm or cold reset.

NN40160-700NN40160-700

Completing a warm or cold reset

1 Select Administration > Utilities > Reset, and click one of the following buttons:

a Reboot BCM450 System will restart the operatingsystem of the BCM450
b Warm Reset Telephony Services will restart telephony services. Customer data will

be retained.

c Cold Reset Telephony Services will reset telephony programming to factory defaults.

Customer data will be lost.

d Shutdown System will stop all services and shut down the system. Restarting the

system requires physical access to the BCM450.

Password protection

This section answers the following frequently asked question:

• How do I recover a lost password for the BCM450? on page 89

Chapter 11 Frequently Asked Questions 89

How do I recover a lost password for the BCM450?

There is a Nortel support default user which cannot be deleted or modified. This account is set up
to allow Nortel troubleshooting technicians to access areas of the system that are not available to
other users. You can change the default challenge key, but be sure to retain a record of the change
so that Nortel support technicians can access your system.

Recovering a lost password

1 Select Configuration > Administrator Access > Security Policies, and select the Entry

Policy tab.

2 With the Challenge Key available, contact Nortel Technical Support and request help to

recover the lost password.

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90 Chapter 11 Frequently Asked Questions

Fault management

This section answers the following frequently asked question:

• How do I view Alarms? Can I acknowledge and clear them? on page 90

How do I view Alarms? Can I acknowledge and clear them?

When you view an alarm on the alarms panel, you can change the order of the columns in the table
and you can sort alarms. For example, you may want to sort alarms by Component ID and Alarm
ID.

Use the following procedures to view alarms and to acknowledge alarms.

To view an alarm

1 Click the Administration tab.
2 Open the General folder, and then click the Alarms task.

The Alarms page opens.

3 In the Alarms Panel table, select an alarm.

The Alarm Details panel displays below the Alarms table.

NN40160-700NN40160-700

4 To change the order of columns in the Alarm table, select a column and drag it left or right to

the desired location, and release it.

5 To view a column by ascending or descending order, click the column heading.

To acknowledge an alarm

1 Click the Administration tab.
2 Open the General folder, and then click the Alarms task.

The Alarms panel opens.

3 In the Alarms table, select the alarm you want to acknowledge.

The Alarm Details panel is displayed below the Alarms table.

4 On the Alarms Details panel, click the Acknowledge Alarm button.

A check box appears in the Alarm ACKed column in the Alarms table for this alarm.

Acknowledging the alarm does not clear the alarm; it indicates only that the alarm has been noted.

System and status information

Chapter 11 Frequently Asked Questions 91

This section answers to the following frequently asked questions:

• How do I capture the logs from the BCM450? on page 91

• How do I capture the current BCM450 configuration? on page 93

• How do I find the BCM450 system health? on page 94

• How do I show specific process states? on page 94

• How do I verify current software revision? on page 94

• How do find the BCM450 System ID and Serial Number? on page 95

How do I capture the logs from the BCM450?

You can capture or transfer logs from the BCM450 using Element Manager, or from the BCM450
Web page.

When you use the BCM450 Web page to transfer log files, you cannot choose the log file
categories that you will transfer; all the log files in all the categories will be transferred.

Use the following procedures to transfer log files.

Using the Element Manager to transfer log files

1 Click the Administration tab, and then open the Logs folder.
2 Click the Log Management task.

The Log Management panel opens.

3 Click the Immediate Log Transfer tab.
4 In the Transfer To selection field, select a storage location.

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92 Chapter 11 Frequently Asked Questions

5 Click the Transfer button.

The Transfer To window opens.

6 Select the log file categories that you want to include in the log file transfer. All the log files

associated with the selected categories will be transferred.

7 Click the OK button.

A transfer window opens and displays applicable warnings.

8 Click the Yes button to initiate the transfer.

A Save dialog box displays.

9 Specify a filename and location for the log file and click Save.

The Progress Update window opens. When the log files are transferred, the Transfer
Complete window opens.

10 Click the OK button.

The log archive is saved in the location you specified.

Using the BCM450 Web Page to transfer log files

1 In your web browser, type the IP address of the BCM450 and click the Go button.

The login screen opens.

2 Log in to the BCM450 using the same username and password that you use to log into a

BCM450 using the Element Manager.
The BCM450 Web page opens.

3 Click the Administrators Applications link.
4 Click BCM Logs.
5 Click the Retrieve Log Files link.

The Retrieve Log Files panel appears.

6 Click one of the three options for file transfer: Transfer to My Computer, Store on USB

Memory, or Send to.

7 If you select the Send to radio button, select a destination from the drop-down list, otherwise,

go to the next step.

8 Click Submit. The web page shows the status as Working; when complete, it shows Success.
9 Click the Click Here to Download Logs link.

The File Download screen opens.

10 Click the Save button.

The Save As screen opens.

11 Specify the location where you want to save the log file transfer, and enter a name for the file

in the File Name field.

12 Click the Save button.

The file is saved.

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Chapter 11 Frequently Asked Questions 93

How do I capture the current BCM450 configuration?

You can create a programming file that contains the current settings of all or part of your Element
Manager data. These files can be saved in either HTML or Excel spreadsheet format. You can
access the programming record in the same way you access any other HTML file or by using
Excel, version 2002 or later, for the spreadsheet format.

A programming record that contains the factory default settings is available in Excel format from
the BCM web page.

Note: It may take several hours to save programming records, depending on the
size of the system. Nortel recommends that you saving programming records
during periods of low system use.

Use the following procedure to capture the current programming record.

Capturing the current configuration

1 Select the item on the task navigation panel for which you want to sav e the data into an HTML

report or Excel workbook. An item can be a task item, task bullet, or a folder.

2 Click on Session > device IP address > Save Programming Record > Save Selected Data.

A warning dialog box appears; review the warning and click Yes. A Save dialog box then
displays.

Figure 16 Save dialog box

3 In the Save: field choose the path where you want the file stored.
4 In the Files of type: field, choose the format in which you want to save the data (HTML or

Microsoft Excel spreadsheet).

5 Enter a File name. Nortel recommends that you make the current date and system name part of

the file name.

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94 Chapter 11 Frequently Asked Questions

6 Click on Save.

Note: The Save All Data selection can take up to 45 minutes to complete. Your

computer must stay connected to the element during this time, as the Save All
Data function is actively writing into the file specified until the function is

complete.

How do I find the BCM450 system health?

You can use the BCM Monitor to view information about system health.
The Usage Indicators tab on the BCM Monitor displays real time information about the BCM450

system, including:

• BCM450 system data, including CPU and memory use

• resources used on the Media Card, including signaling channels, media channels, voice bus
channels, and DSP resources

• active telephony devices, such as IP trunks, IP sets. voice ports, and media gateways

The information is displayed as an absolute figure and as a percentage of the resource used. Use
this procedure to access system health information.

Viewing the system health

1 Select Administration > Utilities > BCM Monitor and click the Launch BCM Monitor

button.

1 Select the Usage Indicators tab.

How do I show specific process states?

Use the following procedure to view specific process states.

Viewing specific process states

1 Select Administration > General > Service Manager.

The Service Manager page opens. Services are displayed in the Services table.

How do I verify current software revision?

Use the following procedure to view the current software revision.

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Chapter 11 Frequently Asked Questions 95

Verify the current software revision

1 Select Configuration > Sytem > Identification.

How do find the BCM450 System ID and Serial Number?

Use the following procedure to view the system ID and serial number.

Viewing the system ID and serial number

1 Select Administration > General > Hardware Inventory.
2 Select the BCM450 System tab.

Connectivity problems

This section answers the following question:

• What is an Ethernet loop, and how do I avoid creating one? on page 96

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96 Chapter 11 Frequently Asked Questions

BCM450

Hub / Hub /

Ethernet Loop

BCM450

Hub / Hub /

No Ethernet Loop

What is an Ethernet loop, and how do I avoid creating one?

The BCM450 does not support the Bridging Protocol Data Unit (BPDU), and therefore, you must
be careful not to create Ethernet lops in the network while connected ot these two ports.

Figure 17 shows and Ethernet loop and how to avoid it.

Figure 17 Ethernet loops

IP addresses

This section answers the following questions:

• Can I modify the IP address of the OAM port? on page 96

• What are the default IP addresses of the BCM450 ports? on page 96

Can I modify the IP address of the OAM port?

You cannot change the IP address of the OAM port. You can use Element Manager to view the
OAM port parameters.

What are the default IP addresses of the BCM450 ports?

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The default addresses of the OAM LAN port are:

• IP address: 10.10.11.1

• Subnet mask: 255.255.255.0

The default addresses of the customer LAN port are:

• IP address: 192.168.2.2

• Subnet mask: 255.255.254.0

Chapter 11 Frequently Asked Questions 97

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98 Chapter 11 Frequently Asked Questions

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Chapter 12

Contacting Technical Support

If you have been unable to resolve an issue using the information and steps provided in this guide,
use the information in this chapter to contact Nortel Technical Support. This chapter identifies all
of the critical information that you must gather before contacting Nortel Technical Support.

Navigation

• Gathering critical information on page 99

• Getting Help from the Nortel Web site on page 100

• Getting help over the phone from a Nortel Solutions Center on page 100

• Getting help from a specialist by using an Express Routing Code on page 101

• Getting help through a Nortel distributor or reseller on page 101

99

Gathering critical information

Before contacting Nortel Technical Support, you must gather information that can help the
technical support personnel when troubleshooting. This section identifies all the critical
information that should be gathered before contacting Nortel Technical Support.

You must attempt to resolve your problem using this troubleshooting guide. Contacting Nortel is a
final step taken only when you have been unable to resolve the issue using the information and
steps provided in this troubleshooting guide. Gather the following information before contacting
Nortel Tech Support. Collecting this information helps Nortel analyze and address the reported
issue.

• Problem scenario:

— Detailed description of the problem
— Expected Response (how you would expect the system to perform)
— Actual Response (A detailed account of how the system actually performs)
— Date and time when the problem started
— Frequency of the problem
— Is this a new installation?
— Can you restore normal operation?

• History:

— Have you recently changed or upgraded your system, your network, or a custom

application? For example, has any configuration or code been changed?

— What events can be identified prior to the fault: e.g. upgrade, new LAN, increased traffic,

new hardware?

— When were these changes made? Provide the date and time.

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100 Chapter 12 Contacting Technical Support

— Who made these changes? Were the changes made by a partner or customer? Provide the

names of the individuals who made the changes.

• Actions taken:

— Have you checked that the product’s software or firmware is a Current or Sustained

Release?

— Have you checked whether patches or maintenance releases are available that address this

issue?

— You hav e checked the solutions database for possible solutions (found on http://

www.nortel.com/cs)?

— Detailed description of your investigation to date, previous actions taken and outcomes.

Also provide Nortel Technical Support with the following information:

• Provide a full list of patches that you have applied to your system

• Have any additional information available , such network diagrams, diagnostic/error logs, and
configuration files

• Is remote access to the system available?

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:

http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and tools to address issues

with Nortel products. More specifically, the site enables you to:

• download software, documentation, and product bulletins

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

• sign up for automatic notification of new software and documentation for Nortel equipment

• 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 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:
www.nortel.com/callus

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