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
NN40160-700NN40160-700
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
NN40160-700NN40160-700
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
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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.
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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.
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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
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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
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