Nortel Networks NN44200-700 User Manual

Nortel CallPilot

Troubleshooting Reference Guide

NN44200-700

Document status: Standard Document version: 01.05 Document date: 26 June 2007

Sourced in Canada The information in this document is subject to change without notice. The statements, conﬁgurations, technical

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

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

Trademarks

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

3COM is a trademark of 3Com Corporation.

ADOBE is a trademark of Adobe Systems Incorporated.

ATLAS is a trademark of Quantum Corporation.

BLACKBERRY is a trademark of Research in Motion Limited.

CRYSTAL REPORTS is a trademark of Seagate Software Inc.

EUDORA and QUALCOMM are trademarks of Qualcomm, Inc.

ETRUST and INOCULATEIT are trademarks of Computer Associates Think Inc.

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

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MCAFEE and NETSHIELD are trademarks of McAfee Associates, Inc.

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NETSCAPE COMMUNICATOR is a trademark of Netscape Communications Corporation.

NOTES is a trademark of Lotus Development Corporation.

NORTON ANTIVIRUS and PCANYWHERE are trademarks of Symantec Corporation.

QUICKTIME is a trademark of Apple Computer, Inc.

RADISYS is a trademark of Radisys Corporation.

ROLM is a trademark of Siemens ROLM Communications Inc.

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

SONY is a trademark of Sony Corporation.

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TEAC is a trademark of TEAC Corporation.

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

WINZIP is a trademark of Nico Mark Computing, Inc.

XEON is a trademark of Intel, Inc.All other trademarks and registered trademarks are the property of their respective owners.

Publication History

June 2007

CallPilot 5.0, Standard 01.05 of the Troubleshooting Reference Guide is updated as per the CR Q01665596.

May 2007

CallPilot 5.0, Standard 01.04 of the Troubleshooting Reference Guide is issued for general release.

April 2007

CallPilot 5.0, Standard 01.03 of the Troubleshooting Reference Guide is issued for general release.

April 2007

CallPilot 5.0, Standard 01.02 of the Troubleshooting Reference Guide is issued for general release.

March 2007

CallPilot 5.0, Standard 01.01 of the Troubleshooting Reference Guide is issued for general release.

July 2005

CallPilot 4.0, Standard 1.02 of the Troubleshooting Reference Guide is issued for general release.

July 2005

CallPilot 4.0, Standard 1.01 of the Troubleshooting Reference Guide is issued for general release.

July 2005

CallPilot 4.0, Standard 1.0 of the Troubleshooting Reference Guide is issued for general release.

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Contents

Chapter 1 How to get help 9

Getting Help from the Nortel Web site 9 Getting Help over the phone from a Nortel Solutions Center 9 Getting Help from a specialist by using an Express Routing Code 10 Getting Help through a Nortel distributor or reseller 10

Chapter 2 Overview 11

General 11 Reference documents 12

Chapter 3 Hardware troubleshooting 13

201i server 13 703t server 17 1002rp server 28 1005r server 41 600r server 50

Chapter 4 Network troubleshooting 59

Check cabling 59 Check end-to-end connectivity 59 Check network adapters and driver installation 59 Check TCP/IP conﬁguration 60 Test the TCP/IP 82 Check event logs 83 Checking the SCSI speed for RAID controllers 86

Chapter 5 Routing and remote access troubleshooting 89

General 89 Modem 90 Routing and Remote Access 99 Symantec pcAnywhere 109 Microsoft Remote Desktop Connection (RDC) 112 Enable remote desktop feature and set policy on host 113 Establish a RAS connection 115 Starting the Remote Desktop Client 117 CallPilot support tools 123

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RAS dial-up required to establish RDC 124 Double-Hop remote control 124 Transferring ﬁles in Remote Desktop Connection sessions 126 Terminal Server Maximum Connections Exceeded error 126 Disconnecting the Remote Desktop Connection session 127 View or disconnect concurrent or previous stale sessions 127 Troubleshooting tips 128

Chapter 6 Application troubleshooting 131 Chapter 7 Meridian Mail to CallPilot migration troubleshoot

ing 143

General 143 Symptom 1: Error reading tape during data transfer or message migration 144 Symptom 2: All users cannot be migrated due to an invalid user-preferred language

ID 145 Symptom 3: The system failed to create a map directory 145 Symptom 4: The automatic log ﬁle backup failed 146 Symptom 5: On a recently migrated system, a user cannot log in to the mailbox or

CallPilot does not recognize a user receiving an incoming call 147

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Chapter 1 How to get help

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

Getting Help from the Nortel Web site

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

ttp://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

•

open and manage technical support cases

Getting Help over the phone from a Nortel Solutions Center

If you don’t 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:

ttp://www.nortel.com/callus

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Getting Help from a specialist by using an Express Routing Code

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

ttp://www.nortel.com/erc

Getting Help through a Nortel distributor or reseller

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

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Chapter 2 Overview

In this chapter

"General" (page 11) "Reference documents" (page 12)

General

This troubleshooting reference guide describes symptoms that can appear on all CallPilot server platforms, and provides step-by-step troubleshooting procedures. The troubleshooting procedures can be slightly different for different CallPilot releases.

Each troubleshooting area contains symptom tables outlining basic checks that include diagnostics and resolutions for each check. This guide is applicable to all CallPilot servers. The exceptions are noted for each server, where necessary, in the heading for each symptom or check.

This document provides only basic troubleshooting procedures. You can ﬁnd additional troubleshooting information in the CallPilot documents that are referenced throughout this document.

Note: To comply with the Restriction of Hazardous Substances (RoHS) Directive 2002/95/EC, some of the part numbers now contain an E5 or E6 sufﬁx. For example, part number NTRH2014 is now NTRH2014E6. The part numbers in this guide do not contain the sufﬁx.

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Reference documents

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Chapter 3 Hardware troubleshooting

In this chapter

"201i server" (page 13) "703t server" (page 17) "1002rp server" (page 28) "1005r server" (page 41) "600r" (page 50)

201i server

System troubleshooting

Trouble Action

The system emits beep codes.

The state of the PC chip set is associated with beep codes. Some codes indicate relatively harmless failure situations that allow you to start up the CallPilot server, even though the system is not fully functional unless you solve the trouble.

Some beep codes indicate catastrophic failures that cannot be easily resolved at the customer site. For example, the series of beep codes 1-3-3-1 indicates a defective or missing memory DIMM. Declare the system an out-of-box failure (OBF) and return it to the channel partner.

Note: The 201i server emits one pulse beep at startup. This is a normal beep and does not indicate a system failure.

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Trouble Action

The HEX display is not on at startup.

The red light on the back of the 201i board is on.

The DSP card socket light is on, but no DSP card is plugged in.

The server does not fit or seat properly into the shelf.

The system can be in a catastrophic failure state.

•

The power supplies have malfunctioned.

•

The 8051 system controller failed.

The 8051 system controller and the HEX display work together and perform a quick system hardware test before the operating system starts up.

Refer to the 201i Server Maintenance and Diagnostics document (NN44200-705) for information on interpreting the HEX display.

The onboard DSP field programmable gate array (FPGA) is not loading properly. Sometimes the system boots to the operating system, but CallPilot does not function. Declare the system an OBF and return it to the channel partner.

The DSPs failed to load. Sometimes the system boots to the operating system, but CallPilot does not function. Declare the system an OBF and return it to the distributor.

The green HEX display indicates that the system works properly and you hear the hard drive spin, but no information is displayed on screen.

ATTENTION

Do not force the 201i server into the shelf. Ensure that you set the proper physical spacing on the back of

the server. The Option 11 and Meridian 1* cabinets have two different card-spacing options. Use a Phillips screwdriver to adjust the bracket on the back of the 201i server (the backplane card edge connector). Refer to the 201i Server Hardware Installation guide (NN44200-301).

Verify that the monitor is properly connected to the power supply and to the CallPilot server. Ensure that the monitor is not defective.

If the system still does not display information on screen, then declare the system an OBF and return it to the distributor.

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SCSI peripheral troubleshooting

Trouble Action

201i server 15

The system does not start from the CD-ROM.

The system displays error messages while the operating system is installedfromtheCD-ROM.

The CD-ROM drive is not shown in the operating system.Errors occur during CD-ROM or tape operation.

Note: The 201i server does not support this feature at this time.

Ensure that the most recent version of the CD-ROM SCSI driver is installed on your system.

Newer CD-ROM drives are very fast, and the cables that connect them to the server can be too long. The faster the SCSI CD-ROM runs, the shorter the cable must be. The newest CallPilot SCSI drive driver is a de-stroked driver, which forces the SCSI drive to run more slowly and reliably with longer SCSI cables supplied by Nortel. If you get random installation errors during the loading of the operating system, then the SCSI driver installed on your system is not the most recent.

Because the SCSI cable can be plugged and unplugged from the faceplate of the 201i server, the cable connector pins can get bent or pushed in.

Inspect the connector of the SCSI cable and ensure that all the connector pins are straight and level. Ensure that the cable is properly and fully plugged in and latched to the 201i server faceplate.

When installing a new CD-ROM or external tape drive, you need to reboot the system before it recognizes the new hardware.

Ethernet cable troubleshooting

Trouble Action

The Ethernet link LEDs are not on.

When an Ethernet cable is properly connected at both ends, the link LED associated with the Ethernet connector must be on at both ends of the Ethernet cable even when the operating system is not running.

The 201i faceplate has a row of four green LEDs labelled E, C, I, and S.

•

The leftmost LED (E) is associated with the ELAN link. The second LED (C) is associated with the CLAN link.

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Trouble Action

•

The other two LEDs indicate the IDE (I) and SCSI (S) activity of the following devices:

— IDE (I) — SCSI (S)

If the Ethernet link LEDs are not on, check the Ethernet cabling.

Note: The link LEDs blink to indicate network activity.

The CallPilot Nortel server subnet does not work when the server is connected to a large Meridian 1 system.

The 201i server uses two auto-negotiating Ethernet network interface cards (NIC). When the NICs are connected to a 10/100Base-T port, they try automatically to negotiate transfer rates at the higher speed. The large Meridian 1 systems have filtered backplanes that generate loss on all signals, except on the signals routed to the bottom four pins (the ELAN subnet pins). As a result, the server can go into a loop or appear unresponsive on the Nortel server subnet.

•

Use an unfiltered Ring/Tip cable supplied by Nortel.

•

Remove the filter block on the back of the Meridian 1 newer systems and connect the switch directly to the 201i server I/O cable.

CAUTION

Dangerous voltage levels can be present in the back of the Meridian 1 switch. Use the proper cable, as indicated in the 201i Server Hardware Installation guide.

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703t server

Server LEDs

The LEDs indicate the state of your server and can help you troubleshoot startup problems. The following tables provide useful information on the external and internal LEDs.

External LEDs

Description Information

703t server 17

MPB96 DS30 link LEDs (three green LEDs located on the card bracket and visible from the back of the server)

Blue LED at the back of the server

NIC LEDs Each network interface card (NIC) has two LEDs:

When these LEDs are on, all three DS30 connections are working properly and the cables are connected correctly. If one or more LEDs is off, one of the following conditions is present:

• One or more connections to the switch is interrupted. Check each of the three branches of the DS30 cable for faults, or replace the cable.

•

An MGate card in the switch is defective.

This LED is currently not used. The blue LED comes on only for a moment at server startup.

•

The upper LED shows that the network cable is connected.

•

The lower LED blinks to indicate data transfer.

Internal LEDs

Description Information

MPB96 board LEDs The three red LEDs at the top of the MPB96 board are visible

through the grill at the back of the server.

•

The PCI FPGA Done LED (the closest to the card I/O bracket) comes on at startup and turns off immediately. This indicates that the board works properly and was detected correctly by the system. If this LED stays on after the startup, the card is defective and must be replaced.

•

The DSP FPGA Done LED comes on at startup and stays on until the CallPilot drivers are loaded and the diagnostic screen is displayed. If the LED stays on after the operating system has

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Description Information

started and the CallPilot diagnostic screen has appeared, then the MPB96 board is defective or the DSP and NTBus drivers do not function properly.

•

The CTbus FPGA Done LED (the farthest from the card I/O bracket) works in tandem with the DSP FPGA Done LED and turns on and off at the same time.

RAID controller LEDs The RAID controller has one red LED and eight small LEDs at the

back. When the card works properly, the red LED comes briefly on at startup indicating that the card was accessed for detection. At the same time, all eight LEDs at the back of the card come on, and then half of them turn off and stay off. Four lit LEDs at the back of the card indicate that the card works properly. If all eight LEDs stay on after startup, the card was not detected or is defective.

BMC beep codes

The main board used in the 703t server includes a baseboard management controller (BMC) that provides monitoring, alerting, and logging of critical system information obtained from sensors embedded on the board.

The BMC generates beep codes when it detects failure conditions. Each digit in the code represents a sequence of beeps.

Beep code Reason

1 1-5-1-1 1-5-2-1 1-5-2-3

1-5-2-4 1-5-4-2 1-5-4-3 1-5-4-4

Front panel CMOS clear initiated Fault resilient booting failure (processor failure) No processor installed or empty processor socket 1 Processor configuration error (for example, mismatched voltage identifications

and empty processor socket 1 Front-side bus select configuration error (for example, mismatched BSELs) Power fault: dc power unexpectedly lost Chipset control failure Power control failure

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System troubleshooting

Trouble Action

703t server 19

The system does not boot and appears dead. The system does not emit any beeps. The fans do not turn.

The system does not start, but emits beeps.

Verify that the power cord is properly plugged in the power outlet.

Check if other equipment plugged in the same power outlet works.

Note: If the fans are turning, but the system emits no beeps, verify that:

• The monitor is turned on.

•

The power cord to the board (processor and main) is plugged in correctly.

Identify the type of beeps that your system emitted: system board beeps or RAID beeps.

•

The system board beeps are usually short; their pattern is identified in the

703t Server Maintenance and Diagnostics

guide (NN44200-702). The system board beeps are usually not associated with information displayed on the screen. If the system does not display information on the screen but emits board beeps, then a main board condition is present.

•

The RAID beeps are high-pitched and long. The RAID beeps emitted by the system during startup are associated with messages indicating that a system is in a critical state.

Check the status LED at the front for a blinking or steady amber light, which indicates that:

•

A critical temperature or voltage fault has occurred.

•

The CPU was not installed or is not functioning.

Check the beep codes provided in the 703t Server Maintenance and Diagnostics guide to identify the failure, and then replace the defective component or remedy the fault.

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Trouble Action

The system beeps and displays information on the screen, but the operating system does not start up.

The system starts the operating system, but still beeps.

The system does not boot to CallPilot.

This is a typical RAID beep. One of the following condition is present:

•

One cable or both cables from the hard drives is disconnected or improperly connected.

•

One or both drives is faulty.

In special situations, this symptom indicates that the NVRAM contents and the drive configuration were lost. The data is still there, but the system beeps and shows that both drives are faulty. Perform a data recovery by configuring the drives as indicated in the

703t

Server Maintenance and Diagnostics guide, without initializing the

logical drives.

This symptom typically indicates a RAID trouble: one of the hard drives is in critical condition. Rebuild the drive as soon as you get to the operating system; refer to the 703t Server Maintenance and Diagnostics guide. If the drive rebuilding does not work, then the drive is defective and must be replaced.

This symptom can indicate a multimedia card failure or a software failure.

The system starts, but displays the following error message: PXE-E61

Media failure; please check cable

Check for multimedia card errors on the diagnostic screen that appears immediately after the system boots. If the multimedia card functions properly, then investigate the software area; check the Event Viewer for information on software failures.

This is a critical message that appears when the ELAN or CLAN cable is not plugged in.

Ensure that the ELAN and CLAN cables are properly plugged in.

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Trouble Action

703t server 21

The system starts up and, immediately after the video information string displays an error message such as the following: PCI

vendor ID does not match the Device ID.

The system board displays an error message in red and does not start up.

SCSI troubleshooting

This is not a critical error message.

In CallPilot 3.0, this trouble has been fixed by upgrading the BIOS.

For previous CallPilot releases, ensure that the Ethernet controllers are enabled in the BIOS. The error message can appear, for example, when one of the Ethernet controllers is disabled in the BIOS.

This is a Management Controller failure. This failure is serious and occurs because a board in the system was replaced, but the server was not shut down and unplugged.

You must unplug the power cord when swapping boards to avoid causing server damage. When the error message appears, shut down the server, unplug the power cord, wait for a minute, and then plug the cord back in. If this action does not remedy the trouble, call Nortel support.

Trouble Action

The system does not

The SCSI controller is disabled in the BIOS. scan the Adaptec SCSI controller BIOS startup. No information on the SCSI

Open the BIOS and enable the Adaptec SCSI controller. controller is displayed

during startup. The tape drive is detected

The SCSI controller is configured as a RAID system. during startup, but not in the operating system. As a result, no backup can be performed.

Press Ctrl+A at startup to open the SCSI main menu and proceed

as follows, depending on your CallPilot release:

• CallPilot 3.0 and up (new systems): ensure that the HostRAID option is set to Disabled in the SCSI settings.

• CallPilot 2.x: ensure that the HostRAID setting is set to Enable HostRAID.

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RAID troubleshooting

Trouble Action

The system boots and generates beeps.

The system does not detect the RAID card.

The system detects the RAID card, does not boot, and attempts to boot from the network.

One or more logical drives is in critical mode (one of the drives is in FAIL condition).

Rebuild the drives. If the drive rebuilding is unsuccessful, replace the drives.

The RAID card can be defective. Check the LEDs on the back of the card. If more than four LEDs are on, the RAID card is defective or the incorrect RAID firmware is used. Refer to either the

703t,

1002rp, 1005r or 600r Server Maintenance and Diagnostics guide

for valid RAID firmware.

•

Ensure the RAID card is seated in the slot and the cables are connected to the disk drives.

•

Replace the RAID card.

The logical hard drive that has the booting partition is offline or both physical drives on the booting logical drive are faulty.

•

Press Ctrl+M at startup to open the MegaRAID BIOS Configuration utility.

•

Recreate the RAID pack without initialization.

• Restart the server.

If the drives were offline, this action restores their functionality. If this solution does not remedy the trouble, replace the defective drives.

Note: If you brought the hard drives offline deliberately or performed a RAID splitting operation, then you must not recreate the RAID pack without initialization.

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Trouble Action

MPB96 board troubleshooting 23

The system does not rebuildanewdriveinstalled to replace a faulty drive.

The system does not rebuild the drive automatically after you replaced a faulty drive.

When you replace a defective drive, the new drive must be larger than the original drive. In this case, the system rebuilds the new drive.

However, if the new drive is smaller than the original drive, it must not be smaller by more than 1 GB. If the new drive is smaller than the original drive by less than 1 Gbyte, the GBWay setting in the Adapter properties is disabled. Enable the GBWay setting and start a new RAID configuration. Because starting a new RAID configuration erases the existing data, back up the system before proceeding.

The system does not rebuild a drive if an incorrect combination of operating system utility and RAID firmware is used on your system. Refer to either the and Diagnostics guide for valid RAID firmware.

Note: Non-supported combinations of operating system utility and RAID firmware can corrupt your system and prevent drives from rebuilding.

The Automatic rebuild feature is disabled in the BIOS on the 703t platform. Initiate the rebuilding process manually in the Windows MegaRAID utility.

703t, 1002rp, 1005r or 600r Server Maintenance

MPB96 board troubleshooting

The following section describes the tools that you can use to troubleshoot the MPB96 board.

FWChecker.bat

Risk of data loss

The FWChecker.bat tool is packaged with the dbg128.exe utility. Do not use the dbg128.exe outside the FWChecker.bat tool. You can destabilize or crash your system, and lose data.

The FWChecker.bat tool checks the FPGA ﬁrmware on the MPB96 board. The dbg128.exe ﬁle must be present in the same directory so that you can run the to be able to run the FWChecker.bat tool. Two versions of the FWChecker.bat tool are available:

•

CallPilot 3.0: version 2.0, September 2004

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ATTENTION

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24 Chapter 3 Hardware troubleshooting

•

CallPilot 2.0x: version 1.0, May 2003

The CallPilot system contains two types of FPGA ﬁrmware.

FPGA firmware

PCI FPGA The version format of the PCI FPGA firmware follows an internal

DSP FPGA The version of the DSP FPGA firmware is displayed in hexadecimal

Description

naming convention established to facilitate the tracking of the card release. The tool displays the version in hexadecimal format as follows: xPxx yyaNN, where

•

x must be 0

•

P represents the PCI slot: 8 for 3.3V PCI slot and 0 for 5V PCI slot

•

yy designates the board release: 07

•

NN is the firmware release; as NN is currently 17, the release number for the GA is a17

If the release number is 080007a17, then the board operates correctly. If the release is shown as a17 only, then the board is plugged into the incorrect slot (5V PCI slot). If the PCI FPGA firmware releases do not match, you must return the board to the factory for update.

format and must match the current release as displayed by the FWChecker.bat tool. You can upgrade the DSP FPGA firmware using the supplied software tools, such as the hardware abstraction layer (HAL) tool.

XRay Monitor

This tool opens all the MPB96 board registers. In certain cases, you can reset the registers to the startup state.

You need two utilities to run the XRay Monitor tool: Nbhaltswcmd.exe and nbhaltswmon.exe.

Use the XRay Monitor tool as follows:

Step Action 1

2 3

Launch Nbhaltswcmd.exe. Select option c (MPB96). Select option m (XRay Monitor)

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MPB96 board troubleshooting 25

Select the board number; that is, the slot in which the board is installed (for example, 4 for a 703t system connected to a Meridian 1 switch).

Select option 5 (500 ms polling time) Result: The system launches the nbhaltswmon.exe utility and

displays a screen containing all the MPB96 registers. The status of the registers indicates the status of the card. You can interpret the card status by reading the bit signiﬁcance in the MPB96 Uniﬁed document.

The following examples illustrate the interpretation of register status:

—End—

Link in/Link out If all the parameters are set to 0, then no connection is made in

the time switch memory.

PLL control If the value displayed ends with 311 or 226, the board is configured

as slave; that is, it takes Voice bus clocking from a card configured as master. If any other value is displayed, then the board is configured incorrectly.

PLL status The typical value for a working system is 0x40077003. For example,

if the value starts with 0x402xxxxx, then a target abort operation occurred on the PCI bus. The card does not work properly. If the values of the last four digits change, check the green LEDs on the back of the card. The changing values indicate that the DS30 connection is not stable or was lost

PCI firmware This register indicates the version of the board and the type of slot

in which the board is plugged (5V or 3.3V). For example, a typical value is 0x80000a16, which indicates that the board is plugged into a 3.3V slot (slot 8). For the 5V slot type, the value is 0; this indicates that the card is plugged into the wrong slot. The firmware version is a16, which indicates a release 1 board.

DSP TA These registers have values when a target abort operation occurred

on a particular DSP. The DSP TA registers contain only zeroes when the card operates normally.

Dbg128.exe

ATTENTION

Risk of data loss

If you use the dbg128.exe utility without fully understanding its functions, you can destabilize your system and cause a system crash or data corruption. Use this tool only under the supervision of the Design team.

Troubleshooting Reference Guide

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26 Chapter 3 Hardware troubleshooting

The dbg128.exe is an extremely powerful tool designed for debugging the MPB96 board. It can replace all the preceding tools and provide full control over all the MPB96 registers and memory.

Windows and CallPilot hardware troubleshooting

Trouble symptom Action

The system beeps, but seems to be running properly and taking calls.

The system displays a blue screen with the following message: Hardware

Malfunction, please contact your H/W vendor.

The system does not take calls.

This is a RAID card beep indicating that one of the drives does not function properly. Do not shut down the system.

•

Open the MegaRAID Client (CallPilot 2.x) or Power Console Plus (CallPilot 3.x) utility, and check which drive is marked as Dead.

•

Rebuild the drive marked as Dead.

If the rebuild is unsuccessful, ensure that the other drive is working, then shut down the system and replace the drive marked as Dead.

Check the release of the MPB96 board. The blue screen appears if the MPB96 board release is 5 or earlier, and the version of the system BIOS is other that P07, build 64.

If the MPB96 board release is 6 or later, the system BIOS release is irrelevant.

Update the MPB96 board to release 6 or later to solve this trouble.

All DSP diagnostics fail at system startup.

Shut down the server and open the lid. Turn on the server and check if the PCI LED on the MPB96 board is still on after startup. If the LED is still on, then shut down the server, reseat the board, and then turn on the server again.

•

If the LED is still on, the board is defective and must be replaced.

•

If the LED goes on and then off, but the DSP and CTbus FPGA LEDs are still on after the system booted completely to the operating system, then check the HAL and ensure that all its components are working properly. If the HAL components function properly, then at least one of the ctbus.mcs or dsp.mcs files is corrupted. Replace these files and reboot the system. If the PCI LED still stays on, then the MPB96 board is defective and must be replaced.

Troubleshooting Reference Guide

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Nortel CallPilot

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Trouble symptom Action

MPB96 board troubleshooting 27

The system starts up, but attempts to boot to the operating system from the network.

The system ELAN or CLAN are not working, even though they are detected and displayed in the operating system control panel.

The system displays an error message after CallPilot languages have been installed.

Shut down the server and open the lid. Turn on the server and check the RAID controller LEDs. If more than four LEDs stay on after the startup, then the problem is related to the RAID controller.

•

Shut down the system.

•

Reseat the RAID controller.

• Reboot the system.

If these actions do not resolve the trouble, then the RAID card is defective and must be replaced.

Enable the NIC controllers in the BIOS.

There is an older version of the RAID controller firmware. Upgrade the RAID firmware to a currently support version. Refer to either the

703t, 1002rp, 1005r or 600r Server Maintenance and Diagnostics

guide for valid RAID firmware.

The HAL does not detect the MPB96 board. All the DSPs report failures in the diagnostic window.

The system does not detect the MPB96 board after CallPilot has been migrated from an earlier platform.

The MPB96 board is not installed in the correct slot.

•

Refer to the 703t Server Hardware Installation guide for the correct number of the slot in which the MPB96 board must be installed.

•

Shut down the system.

•

Install the MPB96 board in the proper slot.

•

Check if the system is detected correctly in the HAL; that is, if the platform information file matches your system information.

• If the platform information and the system information do not match, then load the correct platform information file into the registry.

Troubleshooting Reference Guide

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28 Chapter 3 Hardware troubleshooting

Trouble symptom Action

The system detects the MPB96 board only partially,

The MPB96 board is configured incorrectly from the clocking point

of view. and Configuration Wizard does not run.

The system detects the MPB96 board, but does

Contact your Nortel support representative for assistance.

The cache.bin file in the D:\nortel\hardware\dsp\c52\ folder is

corrupted. not load correctly the DSP information at startup.

Rerun the Configuration Wizard to reflash the DSPs.

1002rp server

The LEDs indicate the state of your server and can help you troubleshoot startup problems. The following tables provide useful information on the external and internal LEDs.

External LEDs

Description Information

Fan fault Two LEDs at the front of the server indicating the status of the fans Disk activity Six LEDs at the front of the server indicating the status of the disk

drives Pwr spply Indicates the status of the power supply Fan Indicates that the fan functions normally Power on Indicates that the server is on Over temp The temperature inside the server is above the safety threshold.

This LED indicates that both fans are faulty. Fault Comes on when the Pwr spply, Over temp or Fan fault LED come on. MPB96 DS30 link LEDs

(three green LEDs located on the card bracket and

When these LEDs are on, all three DS30 connections are working

properly and the cables are connected correctly. If one or more

LEDs is off, one of the following conditions is present: visible from the back of the server)

•

One or more connections to the switch is interrupted. Check each of the three branches of the DS30 cable for faults, or replace the cable.

•

An MGate card in the switch is defective.

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Description Information

1002rp server 29

Network interface card

Each NIC has two LEDs: (NIC) LEDs

• The upper LED shows that the network cable is connected.

•

The lower LED blinks to indicate data transfer.

Internal LEDs

Description Information

MPB16-4 board LED The five LEDs at the top of the MPB16-4 board are visible through

the grill at the back of the server.

•

The four DSP Power On LEDs come on when the CallPilot drivers are loaded, right before the diagnostic screen starts. If these LEDs are not on after the system has booted to the operating system and the diagnostic screen has started, then one of the following conditions can be present:

— The board is faulty and must be replaced. — The CallPilot DSP and the NTBus drivers do not function

properly.

— The DSP card to which the LED belongs is faulty.

•

The PCI FPGA Done LED (the farthest from the card bracket) comes on briefly at startup. If this LED stays on after system startup, then the MPB16-4 card is faulty and must be replaced.

MPB96 board LEDs The three red LEDs at the top of the MPB96 board are visible

through the grill at the back of the server.

•

The DSP FPGA Done LED comes on at startup and stays on until the CallPilot drivers are loaded and the diagnostic screen is displayed. If the LED stays on after the operating system has

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30 Chapter 3 Hardware troubleshooting

Description Information

started and the CallPilot diagnostic screen has appeared, then the MPB96 board is defective or the DSP and NTBus drivers do not function properly.

•

The CTbus FPGA Done LED (the farthest from the card I/O bracket) works in tandem with the DSP FPGA Done LED and turns on and off at the same time.

RAID controller LEDs The RAID card has one red LED and eight small LEDs on the back.

When the card works properly, the red LED comes briefly on at

startup; this indicates that the card was accessed for detection. At

the same time, all eight LEDs at the back come on, and then half

of them turn off and stay off. Four LEDs lit at the back of the card

indicate that the card works properly. If all eight LEDs stay on after

startup and boot, the card was not detected or is defective.

BIOS beep codes

During the power-on self test (POST) routines performed each time that the system is powered on, various errors can occur.

Error type Description

Non-fatal error In most cases, these error allow the system to continue the bootup

process. Error messages normally appear on the screen. Fatal error These errors do not allow the system to continue the bootup process.

The following table describes the errors communicated by beeps.

Beep count

3 4

5 6

Message Description

Refresh Failure The memory refresh circuitry of the processor board is

faulty.

Parity error A parity error was detected in the base memory (the first

block of 64 kbytes of the system). Base 64KB Memory Failure A memory failure occurred in the first 64 KB of memory. Timer Not Operational A memory failure occurred in the first 64 KB of memory, or

Timer #1 on the processor board failed to function properly Processor Error The CPU on the processor board generated an error. 8042 - Gate A20 Failure The keyboard controller (8042) contains the Gate A20

switch, which allows the CPU to operate in protected

mode. This error message means that the BIOS is not

able to switch the CPU in the protected mode.

Troubleshooting Reference Guide

Nortel CallPilot

NN44200-700 01.05 Standard

5.0 26 June 2007

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