Nortel Networks NN44200-700 User Manual

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Nortel CallPilot

Troubleshooting Reference Guide

NN44200-700

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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.

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EUDORA and QUALCOMM are trademarks of Qualcomm, Inc.

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NOTES is a trademark of Lotus Development Corporation.

NORTON ANTIVIRUS and PCANYWHERE are trademarks of Symantec Corporation.

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QUICKTIME is a trademark of Apple Computer, Inc.

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ROLM is a trademark of Siemens ROLM Communications Inc.

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

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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.

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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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8 Contents

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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•

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.

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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.

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Trouble symptom Action

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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.

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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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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.

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1002rp server 31

Beep

Message Description

count

Processor Exception Interrupt Error

Display Memory Read/Write Error

ROM Checksum Error The ROM checksum value does not match the value

System troubleshooting

Trouble symptom Action

•

The system appears dead.

•

The server does not boot.

• The server emits no beeps.

• The fans do not turn.

Check if the power cord is properly plugged in the power outlet. If the system is a direct current (dc) version, the power cables can be reversed; ensure that the polarity of the cables is correct.

•

Ensure that the breaker corresponding to the cable is in the ON position.

•

Ensure that the correct type of cable is used, depending on the type of power supply (ac or dc).

•

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

The CPU on the processor board generated an exception interrupt.

The system video adapter is missing, or its memory is faulty.

Note: This error is not fatal.

encoded in the BIOS.

Note: If the fans are turning, but the system emits no beeps, check if the monitor is turned on.

Check if the two LEDs on the power supplies (at the back of the server) are on or red.

•

If the LEDs are not on, check the power supply fuse.

•

If the LEDs are on and red, one or both power supplies is not plugged in or plugged in incorrectly, or the connection pins on the power supplies are bent or missing.

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Trouble symptom Action

The system does not start, but emits beeps. No information is displayed on screen.

Identify the type of beeps that your system emitted.

•

The system board beeps are usually short; their pattern is identified in the 1002rp Server Maintenance and Diagnostics guide (NN44200-300). The system board beeps are usually not associated with information displayed on screen.

•

The RAID beeps emitted by the system at startup are associated with messages indicating that the system is in a critical state. The RAID beeps are high-pitched and long. Press Ctrl+M at startup to open the MegaRAID BIOS Configuration utility and check for a faulty or disconnected drive. The system also emits RAID beeps when a RAID splitting procedure is performed. However, these beeps do not indicate a fault condition.

•

A continuous high-pitched beep indicates a chassis condition and is usually associated with a LED lit on the front of the chassis (power supply, fan, or over temperature).

If the power supply is the cause of the beep, look at the back of the server and identify the defective power supply (the LED is red or off). The power supply can be plugged in incorrectly. Unplug the power cord, check the pins, and plug the cord back in. If the condition persists, replace the power supply.

The system displays information on screen, emitslongbeepsseparated by pauses, but does not boot to the operating system.

If a fan is defective, replace it. You can hot-swap the fans. The over temperature condition appears when both fans are

faulty.

•

Sets of 1 through 11 intermittent beeps indicate faults associated with the following hardware.

These are typical RAID beeps. If the system does not boot, one of the following conditions can be present:

•

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

•

One or both drives are faulty.

In special situations, the NVRAM contents and 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 1002rp Server Maintenance and Diagnostics guide, without initializing the logical drives. Open the

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Trouble symptom Action

Ctrl+M utility at startup, and ensure that the RAID setup matches

the settings indicated in the 1002rp Server Maintenance and Diagnostics guide.

1002rp server 33

The system boots to the operating system and beeps intermittently.

The system display information on the screen, but does not boot to the operating system. The startup routine stops after the RAID status is displayed; the cursor blinks on the screen.

ATTENTION

Do not reboot your system!

This symptom typically indicates a RAID problem: one of the hard drives is in critical condition. Rebuild the drives as soon as your system boots to the operating system. If the drive rebuilding does not work, then the drive is defective and must be replaced.

Use the Ctrl+M or MegaRAID utility to remedy the trouble as indicated in the 1002rp Server Maintenance and Diagnostics guide. Do not disable the alarm. You can silence the alarm in the utility instead.

The system BIOS is configured incorrectly. The setting "Chipset\Allow card to trap INT19" is set to Yes. Reboot, open the BIOS and set the setting "Chipset\Allow card to trap INT19" to No. Ensure that all the BIOS settings are as indicated in the 1002rp Server Maintenance and Diagnostics guide.

The system displays information on screen, but does not boot to the operating system and does not detect the RAID controller card.

One of the following conditions affects the system:

• The RAID controller is defective—more than four LEDs at the back of the card are on.

• The PCI bridge that drives the first four PCI slots on which the RAID card resides is defective, or the bridge pins are disconnected or short-circuited.

Replace the RAID card. Refer to either the 703t or 1002rp Server Maintenance and Diagnostics guide for valid RAID configurations.

If this action does not remedy the trouble, move the RAID card into the next set of four PCI slots and reboot the system.

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34 Chapter 3 Hardware troubleshooting

Trouble symptom Action

• If the system boots correctly, consider replacing the PCI

backplane because it is only partially functional.

• If the system does not boot correctly, replace the PCI backplane.

Note: Each set of four slots is controlled by a different PCI bridge. When you move the RAID card to the next set of four PCI slots, you try to determine if the PCI bridge that controls the set of four PCI slots in which the card was initially installed is defective.

The system boots, but the keyboard or the mouse or both are not functional.

The system does not boot to CallPilot.

The RAID controller card displays SCSI IDs from 0 to 6 for the hard drives, although they are configured on different channels.

The RAID controller displays the drives on the second section as being on channel 1 (the established channels are 1 and 2).

The Y cable is connected incorrectly or is not the cable that Nortel shipped with the system. The Y cable can also be plugged in improperly.

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

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

The jumpers of the SCSI drive backplane are installed. Remove the jumpers. The displayed SCSI IDs must be from 0 to 2 on both channels.

The SCSI cables that connect the RAID controller card and the SCSI drive backplane are inverted. Power down the system and reconnect the cables so that they match the channels as indicated in the 1002rp Server Maintenance and Diagnostics guide. The RAID controller performs channel roaming without losing data.

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Trouble symptom Action

•

The Ethernet controllers are enabled and detected, but the ping command

Open a DOS command prompt window.

•

Type ipconfig /all.

fails when used to check network resources.

The ipconfig command displays the MAC addresses. If the MAC addresses are missing or have the same value, then they are not programmed. Return the SBC card to the factory.

•

The software feature key adapter (dongle) is installed properly, but CallPilot cannot detect it.

Ensure that the software feature key adapter is plugged into the parallel port. The DS30 connector on the adjacent MPB16-4 board is similar to the parallel port and can be confused with it.

•

Ensure that all the flat cables inside the server have the red stripe towards the end of the chassis. Reinstall any cable whose red stripe is not in this position.

•

Check the parallel port settings in the BIOS. No IRQ must be assigned to the parallel port.

1002rp server 35

If you performed all the preceding tasks and CallPilot still does not detect your software feature key adapter, return the board to the factory.

SCSI troubleshooting

Trouble Action

The system BIOS does not scan the Adaptec SCSI controller at startup (no SCSI controller is referenced).

The tape drive driver is loaded but is not detected and does not work.

The SCSI controller is disabled in the system BIOS.

Open the system BIOS at startup and enable the SCSI controller.

The cause of this trouble can be one of the following:

•

The tape drive is disconnected.

•

The SCSI controller is disabled in the BIOS.

• The tape drive SCSI ID is set to 7

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Trouble Action

RAID troubleshooting

Trouble Action

The system boots but emits beeps.

One or more logical drives are in critical mode (one of the drives is in FAIL condition). Rebuild the drives. If the drive rebuilding is unsuccessful, replace the drive.

The system does not detect the RAID card.

The RAID card can be defective. Check the LEDs on the back of the card. If more than four LEDs are lit, the RAID card or the PCI backplane is faulty.

The system detects the RAID card but does not

The logical hard drive that has the booting partition is offline or both

physical drives on the booting logical drive are faulty. boot and attempts to boot from the network.

•

Press Ctrl+M at startup to open the configuration utility.

• Recreate the RAID pack without initialization.

•

Restart the server.

If the drives were just offline, this action restores their functionality.

If this solution does not remedy the trouble, replace the defective

drives.

Note 1: If a drive is defective, the RAID utility determines the drive condition and marks the drive as FAIL. Hot-swap the drive with a good one and then rebuild the drive. If you suspect that a drive is faulty, simply remove it and replace it with a good drive.

Note 2: New 1002rp systems do not automatically rebuild a drive that replaced a faulty drive marked as FAIL. You must rebuild the drive manually.

Note 3: On older 1002rp systems, the Autorebuild option is enabled by default in the RAID firmware. Check this option and disable it before proceeding with RAID operations.

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Trouble Action

1002rp server 37

The system does not rebuildanewdriveinstalled to replace a faulty drive.

The system does not rebuild a new drive (a little smaller than the original drive) installed to replace 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 Gbyte. 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. Since 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

703t or 1002rp Server Maintenance and

Diagnostics guide for valid RAID configurations.

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

The 1 Gbyte setting in the RAID Adapter properties is disabled.

Enable the 1 Gbyte 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 the drive automatically after you replaced a faulty drive.

The system rebuilds a drive only if a change in the drive status is

made (after a SCSI scan). You must access the drive to initiate a

SCSI scan. The system does not start rebuilding the drive unless

you access the drive. Initiate a drive rebuild manually using the

MegaRAID utility.

Note 2: New 1002rp systems do not automatically rebuild a drive that replaced a faulty drive marked as FAIL. You must rebuild the drive manually.

Note 3: On older 1002rp systems, the Autorebuild option is enabled by default in the RAID firmware. Check this option and disable it before proceeding with RAID operations.

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MPB16-4 board troubleshooting

Trouble Action

The CallPilot Diagnostics tool reports that all or some of the DSPs have failed.

CallPilotstartsup,butvoice services are not available.

CallPilot works, but the voice quality is low—T1/SMDI configurations only.

CallPilot works, but no voice services are available—T1/SMDI configurations only.

The Configuration Wizard fails programming the DSPs.

Ensure that the release of your board is 05 or later.

If you have more than one MPB16-4 board in the server, ensure that

the SCBus cable is present and properly connected.

You have more than one MPB16-4 board on your system. Ensure

that the DS30X cable is connected to the correct MPB16-4 board.

•

Ensure that the release of the MPB16-4 board(s) is 05 or later.

•

Ensure that the SCBus cable is not defective.

Ensure that the PEC of your MPB16-4 board(s) is NTRH20BA.

Note: The T1/SMDI systems do not work with CallPilot systems equipped with NTRH20AB MPB16-4 boards.

•

Ensure that the latest CallPilot PEPs are installed on your system.

•

Ensure that no utility (such as Dspmon) that can access the DSPs is running. The Nbhalnda utility (in the CallPilot tools) cannot program DSPs accessed by more than one application.

The system does not read some MPC8 cards, displays DSP errors or hangs at login.

• Check the MPC8 cards and replace the defective ones.

•

Check the MPC8 socket pins on the carrier board and ensure that they are not bent.

•

Ensure that the MPC8 cards are plugged in properly. Do not force the MPC8 cards backwards in the slots.

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Windows and CallPilot hardware troubleshooting

Trouble Action

1002rp server 39

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

Voice services from the Meridian 1 switch are not available after an upgrade.

The system stops taking calls after a powerful lightning storm.

The system plays voice prompts but does not record messages(T1/SMDI configurations only).

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 utility and check which drive is marked as Dead.

• Rebuild the drive marked as Dead.

•

If the drive rebuild is not successful, ensure that the other drive is functioning correctly.

•

Power down the system and replace the drive marked as Dead.

•

Ensure that the MGate card PEC is NTRB18CA or later.

• Ensure that the version of the MPB16-4 board is 05 or later.

The DS30 part of the system is affected. Replace the MGate card

to which the MPB16-4 board is connected.

Ensure that your system has the latest version of the Ctbus.mcs file.

This file is located in the D:\nortel\hardware\board\m96\ folder.

The system is affected by the following symptoms: frame slips, crackling voice, fax dots, and alarms (T1/SMDI configurations only).

Ensure that the MPB16-4 board is release 5 or later.

Ensure that the cable used for the T1 connection is supplied by

Nortel and is not a category 4 or 5 cable.

Ensure that the SCBus or CTBus cable is not defective.

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Trouble Action

All DSP diagnostics fail at system startup.

Ensure that the MPB16-4 boards are release 5 or later.

Ensure that the PCI backplane does not have Intel PCI bridge chips.

Shut down the server and open the lid. Power up the server and

check if the PCI LED on the MPB16-4 board is still on after startup.

If the LED still stays on, shut down the server and replace the board.

If the PCI LED comes on at system startup and then turns off, but

the other four green LEDs are still off after the system booted to the

operating system, check the HAL and ensure that all its components

are working properly. If the HAL components are working properly,

one or more MPC8 cards can be defective. Replace the defective

MPC8 cards.

If your system has two MPB16-4 boards and both have the same

symptoms, ensure that the correct driver is installed.

If only one MPB16-4 board seems to be defective, swap the boards.

If the presumed defective board works after the swapping, then the

PCI backplane is defective and you must replace it. If the presumed

defective board does not work, then you must replace it.

All the DSPs and DS30 links are reported as "All busy", but the monitor shows that the resources are only partially busy (Option 11 Meridian 1 configurations only).

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

The switch and the CallPilot system do not have the same ground

connection. Ensure that both systems are plugged into the same

power outlet and connected to a single-point ground reference.

The RAID packs are either not configured or degraded. The RAID

system is not operational. Proceed as follows:

•

Power down the system, plug the RAID card into the next set of four PCI slots and then turn on the system. If the system boots correctly to the operating system, then the PCI backplane is defective and you must replace it.

• Power down the system, open the server lid and turn on the system. If more than four lights remain on, the RAID controller is faulty. Power down the system, reseat the controller card, and turn on the system. If this action does not remedy the trouble, then the RAID controller card is defective and you must replace it.

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Trouble Action

1005r server 41

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

The hard drives have intermittent problems and media errors.

Enable the NIC controllers in the BIOS, and ensure that the BIOS settings are correct.

Open a DOS command prompt window and type ipconfig /all. The ipconfig command displays the MAC addresses. If the MAC addresses are missing or are the same, the MAC addresses are not programmed. Return the SBC card to the factory.

Provide the serial number to Nortel support to check if your drive is still covered by the warranty. The serial number provides the history of the hard drive.

Open the RAID utility and check the status of each drive by looking at the logical level and physical level. Ensure that no media or surface errors are present.

Open the Checkdisk utility in the operating system and run it to detect other type of hard drive errors.

Ensure that the firmware version of the RAID controller is valid. Refer to either the 703t or 1002rp Server Maintenance and Diagnostics guide for valid RAID configurations.

1005r server

The 1005r server is based on an Intel Langley Irwindale server platform with advanced self-troubleshooting mechanisms. You can troubleshoot errors by observing multiple areas:

•

Visual – front or rear panel LEDs

•

Audio or Sound – beeps or increased fan noise pitch

•

Software – remotely using network intelligent modules (SNMP and/or event logs).

If the system is powered on, you can access error reporting using the CallPilot image CD/DVD SEL viewer tool (if the system does not boot into Windows). This tool reports all hardware events and saves them as a text ﬁle on a USB media.

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Server LEDs

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

Front panel LEDs

LED Functional Description

CRT A critical system fault is an error or event that has a fatal system impact. The

system cannot continue to operate.

MJR A major system fault is an error or event that has a discernible impact on

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

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

operation. The system continues to operate.

PWR A power supply fault indicates that one of the power supplies is not providing

power. The MJR LED is also lit.

External LEDs

Description Information

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

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

•

One or more connections to the switch are 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.

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

•

The upper LED shows that the network cable is connected.

•

The lower LED blinks to indicate data transfer.

Power supply LEDs Each power supply has its own LED:

•

OFF = system or power supply is off or faulty

•

Red/Amber = power supply is faulty or cable is disconnected

•

Green = power supply is working correctly and powered on

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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 appears. If the LED stays on after the operating system starts and the CallPilot diagnostic screen appears, 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.

POST beep codes

If an error occurs before video initialization, the POST emits beep codes that indicate errors in hardware, software, or ﬁrmware.

A beep code is a series of separate tones, each equal in length. Record the beep code sequence before calling Nortel technical support.

Beep count Description 1, 2, or 3

4–7or9–11

A Memory error occurred. Reseat the memory or replace the DIMMs with known good modules.

A fatal error occurred and indicates a possible serious system problem. Remove all the add-in cards and restart the system. If the error still occurs, contact Nortel support. If the beep codes are not generated after you remove the add-in cards, insert the cards one at a time, booting the system between each card addition, until the beeps again occur to reveal the malfunctioning card.

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

BIOS error messages

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

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

Error message Description GA20 Error An error occurred with Gate A20 when switching to protected

mode during the memory test. Pri Master HDD Error Pri Slave HDD Error

The system could not read the sector from the corresponding

drive. Sec Master HDD Error

Sec Slave HDD Error ATAPI Incompatible Drive

• Pri Master Drive

•

Pri Slave Drive

•

Sec Master Drive

•

Sec Slave Drive

The corresponding drive is not an ATAPI (Advanced Technology

Attachment Packet Interface) device. Run Setup to make sure

the device is selected correctly.

A: Drive Error No response from the disk drive. CMOS Battery Low The battery is losing power. Replace the battery soon. CMOS Display Type Wron The display type is different from that stored in CMOS. Check

Setup to make sure the type is correct. CMOS Checksum Bad The CMOS checksum is incorrect. CMOS memory can be

corrupted. Run Setup to reset the values. CMOS Settings Wrong TheCMOS values are not the same as the last boot. Either these

values are corrupted or the battery failed. CMOS Date/Time Not Set The time or date values stored in CMOS are invalid. Run Setup

to set the correct values. DMA Error An error occurred during the read/write test of the DMA (Direct

Memory Access) controller. FDC Failure An FDC Failure error occurred while trying to access the diskette

drive controller. HDC Failure An error occurred trying to access the hard disk controller.

Checking NVRAM.... The NVRAM (Non-Volatile Random Access Memory) is being

checked to see if it is valid. Update OK! The NVRAM is invalid and has been updated. Updated Failed The NVRAM is invalid and cannot be updated. Keyboard Error An error occurred in the keyboard connection. Make sure the

keyboard is connected properly. KB/Interface Error The keyboard interface test failed.

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Memory Size Decreased The memory size has decreased since the last boot. If you have

not removed any memory, then the memory may be faulty. Memory Size Increased The memory size has increased since the last boot. If you have

not added any memory, there is a problem with the system. Memory Size Changed The memory size has changed since the last boot. If you did not

add or remove any memory, then the memory may be faulty. No Boot Device Available The system did not find a device to boot from. Off Board Parity Error A parity error occurred on an offboard card. This error is followed

by the card address. On Board Parity Error A parity error occurred in onboard memory. This error is followed

by the card address. Parity Error A parity error occurred in onboard memory at an unknown

address. NVRAM / CMOS /

PASSWORD cleared by

NVRAM, CMOS, and passwords have been cleared. Power the

system down and remove the jumper. Jumper

<CTRL_N> Pressed The CMOS is ignored and NVRAM is cleared. You must enter

Setup.

System troubleshooting

Trouble symptom Action The system boots, the fans turn at high speed

but do not return to normal speed. The system is extremely noisy.

Two possible causes are:

•

One or more fans are faulty and you need to replace the fan module. For instructions, see the 1005r Server Maintenance and Diagnostics Guide (NN44200-704).

•

An IMM module is faulty or incorrectly programmed. Reflash the system board F/W with Nortel-approved BMC and FRU/SDR and try again.

If neither of the above actions resolves the problem, replace the server (as the IMM board is a non-FRU item).

The system boots and beeps, but there is no video. (In some cases a red LED appears on the front cover).

The system boots but a red CRT LED and an amber PWR LED appears.

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One power supply is faulty, or the AC cable is unplugged (or faulty).

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The system boots but PCI errors appear or fill the screen.

Ensure the PCI raiser assembly is plugged in correctly, aligned, and firmly pressed into the slot. You must complete the reseating with the server out of the rack and on a solid surface. Ensure the power cable is plugged in.

The system boots, but a blue screen appears. Ensure the PCI raiser assembly is plugged in

correctly, aligned, and firmly pressed into the slot. You must complete the reseating with the server out of the rack and on a solid surface.

The system boots, but does not detect the RAID card.

Ensure the PCI raiser assembly is plugged in correctly, aligned, and firmly pressed into the slot. You must complete the reseating with the server out of the rack and on a solid surface.

The system (with only one MPB96 card) boots, but stops with a PCI error.

The system boots, but does not report that one power supply is disconnected or that the cable is unplugged. The front panel LEDs do not display in multiple colors.

The MPB96 card is not plugged in to the top full-sized slot (slot FS1; FS=full sized).

The system does not have the correct Nortel customized FRU/SDR firmware, or the firmware was loaded while these components were disconnected.

Ensure all of the power supplies are plugged in and connected to the AC and the system is fully configured. Run the system board firmware and BIOS upgrade using the CallPilot image CD/DVD. Ensure the BIOS settings are verified after this procedure.

During an upgrade, the upgrade wizard states that the processor configuration is incorrect.

The system starts to boot but two red lines appear at the bottom of the screen and the message cannot be read.

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Ensure the BIOS settings are correct (including the hyper-threading setting) and that both processors are working properly.

The server recovered from a system error (processor internal IERR error). To clear the resulting error message from the log, perform the following steps:

1. Reboot the system.

2. Press F2 so that the system boots into the BIOS.

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

4. Exit BIOS and power down.

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

6. Re-connect the power cords.

7. Power on the system.

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During startup, a message indicates that the System Event Log is full and the log must be cleared.

This is an unusual situation and appears only if the server was booted many times. View the log before clearing it. See the 1005r

Hardware Maintenance and Diagnostics guide

NN44200-704 for viewing and clearing the System Event Log.

After startup, the Intel Server Manager reports that one of the processors is disabled. This causes the system processes to slow down.

1. Power down the server.

2. Disconnect the power cord and wait 2 minutes.

3. Connect the power cord.

4. Power up the server.

SCSI and tape drive troubleshooting

Trouble Action The SLR external tape drive was hot plugged

but does not appear in the device manager.

Select a device within the Windows device manager and then select Action > Rescan. The drive should be detected. If not, ensure the correct driver is installed.

If this does not resolve the problem, ensure the external drive is powered up and not faulty.

Observe the LED codes on the tape drive for errors pertaining to the tape drive only.

The tape drive is plugged in correctly, but the system experiences errors. (The drive cannot be re-tensioned or go offline randomly).

The tape drive may have been plugged into the RAID external SCSI adaptor instead of the SCSI adaptor. Plug the tape into the correct connector at the back of the server. For instructions, see the 1005r Server Hardware Installation Guide (NN44200-308).

RAID troubleshooting

Trouble Action The system boots but does not detect the RAID

card.

The system boots and detects the RAID card but does not boot into Windows.

Ensure the PCI raiser assembly is plugged in correctly, aligned, and firmly pressed into the slot. You must complete the reseating with the server out of the rack and on a solid surface.

Check if any, or all, of the drives are offline. Re-create or repair the RAID packs.

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The system boots but one of the drive LEDs on the front panel is amber.

The RAID is split, or one of the drives is faulty or offline. Replace or rebuild the drive. No action is required if this is due to a voluntary RAID split.

A drive fails and the replacement does not rebuild.

The RAID card settings are incorrect. The coercion algorithm is not set to 1 GB.

You must complete a full system rebuild to reconfigure the RAID cards to the correct coercion algorithm.

The system is not rebuilding a drive or it returns an error after the rebuild is initiated.

After a failed upgrade, both drives are brought offline to return to a previous CallPilot release, but the system displays a blue screen.

The hard drive is faulty. Check the driver version or the power console version.

Do not use the power console to bring both drives offline. Use the Ctrl+M utility. If you disable both hard drives while in Windows, the system crashes.

Dongle troubleshooting

Trouble Action

ATTENTION

The dongle is plugged into the USB slot and is detected in the device manager but CallPilot does not recognize it.

The dongle is plugged into USB slot 0 but is not visible in the device manager. CallPilot also does not detect it.

Windows and CallPilot hardware troubleshooting

Trouble Action The system beeps, but seems

to be running properly and taking 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 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, and then shut down the system and replace the drive

marked as Dead.

Ensure the dongle is in USB slot 0, and not in slot 1 or 2.

The dongle holder is not plugged in correctly, or it is defective. Replace it and keep the button. Also, ensure the button is not installed backward. For installation instructions, see the 1005r Server Hardware Installation Guide (NN44200-308).

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The system displays a blue screen with the following message: Hardware Malfunction, please contact your H/W vendor. The system does not take calls.

All DSP diagnostics fail at system startup.

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

Ensure the MPB96 board is release 5 or later.

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 boots 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.

The RAID card was not detected due to improper seating during PCI assembly. Remove the system from the rack and place it on a table. Re-seat the PCI assembly by securely pushing it into place. Ensure the slots and studs at the back are properly aligned.

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

The system displays an error message after CallPilot languages are installed.

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 is migrated from an earlier platform.

Enable the NIC controllers in the BIOS.

There is an older version of the RAID controller firmware. Upgrade the RAID firmware to a currently supported version. For information about valid RAID firmware, see the 1005r Server Maintenance and Diagnostics guide.

By looking at the LEDs, ensure the MPB96 is not faulty. See MPB96 board LEDs on page.

•

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.

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The system detects the MPB96 board only partially, and Configuration Wizard does not run.

The system detects the MPB96 board, but does not correctly load the DSP information at startup.

600r server

The 600r server is based on an Intel Chesnee server platform with advanced self-troubleshooting mechanisms. You can troubleshoot errors by observing multiple areas:

•

Visual – front or rear panel LEDs

•

Audio or Sound – beeps or increased fan noise pitch

•

Software – remotely using network intelligent modules (SNMP and/or event logs).

The MPB96 board is configured incorrectly from the clocking point of view. Contact your Nortel support representative for assistance.

The cache.bin file in the D:\nortel\hardware\dsp\c52\ folder is corrupted. Rerun the Configuration Wizard to reflash the DSPs.

Server LEDs

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

Front panel LEDs

LED Functional Description

CRT A critical system fault is an error or event that

has a fatal system impact. The system cannot continue to operate.

MJR A major system fault is an error or event that

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

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MNR A minor system fault is an error or event that

has little impact on system operation. The system continues to operate.

PWR A power supply fault indicates that one of the

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

External LEDs

Description Information

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

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

•

One or more connections to the switch are 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.

NIC LEDs Each network interface card (NIC) has two

LEDs:

•

The upper LED shows that the network cable is connected.

•

The lower LED blinks to indicate data transfer.

Power supply LED The power supply has its own LED:

•

OFF = system or power supply is off or faulty

•

Red/Amber = power supply is faulty or cable is disconnected

•

Green = power supply is working correctly and powered on

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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 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.

POST Beep Codes

If an error occurs before video initialization, the POST emits beep codes that indicate errors in hardware, software, or ﬁrmware.

A beep code is a series of separate tones, each equal in length. Record the beep code sequence before calling Nortel technical support.

Beep count Description 1, 2, or 3

4–7or9–11

A Memory error occurred. Reseat the memory or replace the DIMMs with known good modules.

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

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BIOS error messages

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

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

Error message Description GA20 Error An error occurred with Gate A20 when switching

to protected mode during the memory test. Pri Master HDD Error Pri Slave HDD Error ATAPI Incompatible Drive

•

Pri Master Drive

•

Pri Slave Drive

The system could not read the sector from the

corresponding drive.

The corresponding drive is not an ATAPI

(Advanced Technology Attachment Packet

Interface) device. Run Setup to make sure the

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

soon. CMOS Display Type Wron The display type is different from that stored in

CMOS. Check Setup to make sure the type is

correct. CMOS Checksum Bad The CMOS checksum is incorrect. CMOS

memory can be corrupted. Run Setup to reset

the values. CMOS Settings Wrong The CMOS values are not the same as the last

boot. Either these values are corrupted or the

battery failed. CMOS Date/Time Not Set The time or date values stored in CMOS are

invalid. Run Setup to set the correct values. DMA Error An error occurred during the read/write test of

the DMA (Direct Memory Access) controller. FDC Failure An FDC Failure error occurred while trying to

access the diskette drive controller. HDC Failure An error occurred trying to access the hard disk

controller.

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

Memory) is being checked to see if it is valid. Update OK! The NVRAM is invalid and has been updated. Updated Failed The NVRAM is invalid and cannot be updated. Keyboard Error An error occurred in the keyboard connection.

Make sure the keyboard is connected properly.

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

boot. If you have not removed any memory,

then the memory may be faulty. Memory Size Increased The memory size has increased since the last

boot. If you have not added any memory, there

is a problem with the system. Memory Size Changed The memory size has changed since the last

boot. If you did not add or remove any memory,

then the memory may be faulty. No Boot Device Available The system did not find a device to boot from. Off Board Parity Error A parity error occurred on an offboard card.

This error is followed by the card address. On Board Parity Error A parity error occurred in onboard memory.

This error is followed by the card address. Parity Error A parity error occurred in onboard memory at

an unknown address. NVRAM / CMOS / PASSWORD cleared by

Jumper

NVRAM, CMOS, and passwords have been

cleared. Power the system down and remove

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

You must enter Setup.

System troubleshooting

Trouble symptom Action The system boots, the fans turn at high speed

but do not return to normal speed. The system is extremely noisy.

Two possible causes are:

• One or more fans are faulty and you need to replace the fan module. For instructions, see the 600r Server Maintenance and Diagnostics Guide (NN44200-703).

•

Reflash the system board F/W with Nortel-approved BMC and FRU/SDR and try again.

If neither of the above actions resolves the problem, replace the server.

The system boots and beeps, but there is no video. (In some cases a red LED appears on the front cover).

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The system boots but a red CRT LED and an amber PWR LED appears.

The system boots but PCI errors appear or fill the screen.

One power supply is faulty, or the AC cable is unplugged (or faulty).

The system boots, but a blue screen appears. Ensure the PCI raiser assembly is plugged in

correctly, aligned, and firmly pressed into the slot. You must complete the reseating with the server out of the rack and on a solid surface.

During an upgrade, the upgrade wizard states that the processor configuration is incorrect.

The system starts to boot but two red lines appear at the bottom of the screen and the message cannot be read.

Ensure the BIOS settings are correct (including the hyper-threading setting).

The server recovered from a system error (processor internal IERR error). To clear the resulting error message from the log, go to the processor menu in BIOS and set the processor re-test to enabled.

During startup, a message indicates that the System Event Log is full and the log must be cleared.

This is an unusual situation and appears only if the server was booted many times. View the log before clearing it. See the 600r Maintenance and Diagnostics guide NN44200-703 for viewing and clearing the System Event Log.

Server appears to boot but cannot find the hard drive.

This is likely due to the absence of the SCSI terminator on the back of the server. If the tape drive is plugged in, ensure it has the SCSI terminator installed.

SCSI and tape drive troubleshooting

Trouble Action The SLR external tape drive is plugged in but is

not recognized by the device manager.

Select a device within the Windows device manager and then select Action > Rescan. The drive should be detected. If not, ensure the correct driver is installed.

If this does not resolve the problem, ensure the external drive is powered up and not faulty.

Observe the LED codes on the tape drive for errors pertaining to the tape drive only.

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Ensure the SCSI tape drive has the external SCSI terminator installed.

The tape drive is plugged in correctly, but the system experiences errors. (The drive cannot be re-tensioned or go offline randomly).

The tape drive may have been plugged into the RAID external SCSI adaptor instead of the SCSI adaptor. Plug the tape into the correct connector at the back of the server. For instructions, see the 600r Server Hardware Installation Guide (NN44200-307).

RAID troubleshooting

Trouble Action The system boots but does not detect the RAID

card.

The system boots and detects the RAID card but does not boot into Windows.

The system boots but one of the drive LEDs on the front panel is amber.

A drive fails and the replacement does not rebuild.

Ensure the PCI raiser assembly is plugged in correctly, aligned, and firmly pressed into the slot. You must complete the reseating with the server out of the rack and on a solid surface.

Check if any, or all, of the drives are offline. Re-create or repair the RAID packs.

The RAID is split, or one of the drives is faulty or offline. Replace or rebuild the drive. No action is required if this is due to a voluntary RAID split.

The RAID card settings are incorrect. The coercion algorithm is not set to 1 GB.

The system is not rebuilding a drive or it returns an error after the rebuild is initiated.

After a failed upgrade, both drives are brought offline to return to a previous CallPilot release, but the system displays a blue screen.

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ATTENTION

You must complete a full system rebuild to reconfigure the RAID cards to the correct coercion algorithm.

The hard drive is faulty. Check the driver version or the power console version.

Do not use the power console to bring both drives offline. Use the Ctrl+M utility. If you disable both hard drives while in Windows, the system crashes.

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Dongle troubleshooting

Trouble Action

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The dongle is plugged into the USB slot and is detected in the device manager but CallPilot

Ensure the dongle is in USB slot 0, and not in slot 1 or 2.

does not recognize it. The dongle is plugged into USB slot 0 but is not

visible in the device manager. CallPilot also does not detect it.

The dongle holder is not plugged in correctly, or it is defective. Replace it and keep the button. Also, ensure the button is not installed backward. For installation instructions, see the 600r Server Hardware Installation Guide (NN44200-307).

Windows and CallPilot hardware troubleshooting

Trouble Action The system beeps, but seems to be running

properly and taking 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 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, and then shut down the system and replace the drive marked as Dead.

The system displays a blue screen with the

Ensure the MPB96 board is release 5 or later. following message: Hardware Malfunction, please contact your H/W vendor. The system does not take calls.

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.

•

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these files and reboot the system. If the PCI LED still stays on, then the MPB96 board is defective and must be replaced.

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

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

The system displays an error message after CallPilot languages are installed.

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 is migrated from an earlier platform.

The RAID card was not detected due to

improper seating during PCI assembly.

Remove the system from the rack and place

it on a table. Re-seat the PCI assembly by

securely pushing it into place. Ensure the slots

and studs at the back are properly aligned.

Enable the NIC controllers in the BIOS.

There is an older version of the RAID controller

firmware. Upgrade the RAID firmware to a

currently supported version. For information

about valid RAID firmware, see the 1005r

Server Maintenance and Diagnostics guide.

By looking at the LEDs, ensure the MPB96 is

not faulty. See MPB96 board LEDs on page.

• 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.

The system detects the MPB96 board only partially, and Configuration Wizard does not run.

The system detects the MPB96 board, but does not correctly load the DSP information at startup.

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The MPB96 board is configured incorrectly from the clocking point of view. Contact your Nortel support representative for assistance.

The cache.bin file in the D:\nortel\hardware\dsp \c52\ folder is corrupted. Rerun the Configuration Wizard to reflash the DSPs.

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Chapter 4 Network troubleshooting

In this chapter

"Check cabling" (page 59) "Check end-to-end connectivity" (page 59) "Check network adapters and driver installation" (page 59) "Check TCP/IP conﬁguration" (page 60) "Test the TCP/IP" (page 82) "Check event logs" (page 83)

Check cabling

Ensure that the link LEDs at both ends of each Ethernet cable are on. If the link LEDs are not on, then ensure that the cross-over cables are not being used in error. Try different cables if the link LEDs do not come on. Use proper cables rated for at least 100 Mb/s; for example, category 5 UTP cables.

Check end-to-end connectivity

Ensure that any intermediate Ethernet switches or hubs, routers, and ﬁrewalls are properly connected and conﬁgured.

Check network adapters and driver installation

Step Action 1

Start the Windows Device Manager: a. Click Start > Settings >Control Panel.

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b. Double-click System. c. Click the Hardware tab. d. Click Device Manager.

2 Expand the Network Adapters tree by clicking the plus sign (+) to

the left of this device entry. Result: Two Ethernet adapters are displayed under Network

Adapters.

Right-click the ﬁrst network adapter, and then click Properties on the shortcut menu.

Result: The network adapter Properties dialog box appears.

Depending on the information displayed in the Properties dialog box of the network adapter, proceed as follows:

a. If the device is disabled, enable it. b. If the device is not working properly, try reinstalling the device

driver.

c. If you are unable to reinstall the device driver, a hardware

problem can affect the adapter.

5 Perform steps 3 and 4 for the second network adapter.

Check TCP/IP conﬁguration

The TCP/IP communication works only if the TCP/IP conﬁguration is correct. Ensure that the subnet mask information is correct and that the default gateway address is on the same subnet.

—End—

The following procedure outlines the steps necessary for troubleshooting TCP/IP conﬁguration issues. Ensure that all settings, as well as the variables speciﬁc to your installation, are correct.

Do not use the IP addresses and names shown in the illustrations. Use the values provided by your network administrator.

Step Action 1

ATTENTION

Click Start > Settings > Network and Dialup Connections. Result: The Network Connections window appears.

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Check TCP/IP conﬁguration 61

Right-click CLAN, and then click Status on the shortcut menu.

Result:The following dialog box appears.

Click the Support tab.

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5 6

Click Details. Result:The following box appears.

Click Close. Click Repair on the network adapter status dialog box

Result:The following dialog box appears.

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7 Click OK (this error is normal).

Check TCP/IP conﬁguration 63

Click the General tab of the network adapter status dialog box, and then click Properties.

Result:The following dialog box appears.

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Click the Internet Protocol (TCP/IP) entry to select it.

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Click Properties. Result:The following dialog box appears.

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Click Advanced. Result:The following dialog box appears.

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Check TCP/IP conﬁguration 67

Click the DNS tab. Check that the settings are correct for your private network.

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Click the WINS tab.

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Note: WINS IP addresses must be entered for your private network.

Click the Options tab. Check that the settings are correct for your private network.

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Click Properties on the Options tab to display information about TCP/IP ﬁltering. Check that the settings are correct for your private network.

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16 17 18

Click Cancel to close the TCP/IP ﬁltering dialog box. Click Cancel to close the Advanced TCP/IP Settings dialog box. Click the Authentication tab in the CLAN Properties dialog box.

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Click the Advanced tab in the CLAN Properties dialog box.

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Click the General tab in the CLAN Properties dialog box.

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Click Conﬁgure. Result: The Ethernet adapter Properties dialog box appears.

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Check TCP/IP conﬁguration 75

Click the Advanced tab.

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The default property values in the Advanced tab differ according to the link and CallPilot platform used. The following tables provide the default values for different cases.

Note: Other values can work and can be acceptable under certain circumstances.

201i Intel 8255xER PCI adapter (CLAN and ELAN) default advanced property values

Property Value

Duplex AutoDetect IPv4* Priority Tag Disabled IPv4* VLAN Tag ID Receive Buffers

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Property Value

Speed AutoDetect

Check TCP/IP conﬁguration 77

Transmit Control

Blocks

703t Intel PRO/1000 MT network controller (CLAN) default advanced property values

Property Value

Fast Transmit

Completion Flow Control Both on Link Speed &

AutoDetect

Duplex Locally Administer

Not Present

ed Address Number of

128

Coalesce Buffers Number of Receive

256

Buffers Number of Transm

256

it Descriptors Offload Receive IP

checksum

Offload Receive

TSP checksum Offload TCP

Segmentation Offload Transmit

IP Checksum Offload Transmit

TCP Checksum

703t Intel 8255x-based PCI Ethernet adapter (10/100) [ELAN] default advanced property values

Property Value

802.1p QoS

Disabled

Packet Tagging Checksum Enabled Coalesce Buffers

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Property Value

Flow Control

Off

Settings IP Security Enabled Large Send Enabled Link Speed &

AutoDetect

Duplex Locally Administer

Not Present

ed Address Receive Buffers Security Associatio

48 64

ns SmartPowerDown Enabled Transmit Control

Blocks

1002rp Intel 8255x-based PCI Ethernet adapter (10/100) [CLAN and ELAN] default advanced property values

Property Value

802.1p QoS

Disabled

Packet Tagging Adaptive Link

Off

Response Coalesce Buffers Flow Control

8 Off

Settings Large Send Enabled Link Speed &

AutoDetect

Duplex Locally Administer

Not Present

ed Address Receive Buffers

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Property Value

SmartPowerDown Disabled

Check TCP/IP conﬁguration 79

Transmit Control

Blocks

1005r Intel PRO/1000 MT Dual port Ethernet adaptor - default advanced property values

Property Value

Adaptive Inter-Frame Spacing Enabled Enable PME OS controlled Express Teaming Teaming disabled Flow Control Generate and Respond Interrupt Moderation Rate Adaptive Jumbo Frames Disabled Link Speed and Duplex Auto Detect Locally Administered Address Not present Log Link State Event Enabled Offload Receive IP Checksum On Offload Receive TCP Checksum On Offload TCP Segmentation On

Offload Transmit IP Checksum On Offload Transmit TCP Checksum On Qos Packet Tagging Disabled Receive Descriptors Transmit Descriptors

256

256 Wait for Link Auto Detect Wake on Link Settings Disabled Wake on Settings OS Controlled

600r Intel PRO/1000 MT and Intel PRO/1000 CT port Ethernet adaptor default advanced property values

Adaptive Inter-Frame Spacing Disabled Enable PME No action Flow Control Generate and respond Gigabit Master Slave Mode Hardware default Interrupt Moderation Rate Hardware default

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Jumbo Frames Disabled Link Speed and Duplex Auto detect Locally Administered Address Not present Log Link State Event Enabled Offload Receive IP Checksum On Offload Receive TCP Checksum On Offload TCP Segmentation On Offload Transmit IP Checksum On Offload Transmit TCP Checksum On Qos Packet Tagging Disabled

Receive Descriptors

256 Smart Power Down Hardware default Transmit Descriptors

256 Wake on Link Settings Disabled Wake on Settings OS controlled

Click the Driver tab. Check that the settings are correct for your private network.

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Click the Resources tab.Check that the settings are correct for your private network.

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Test the TCP/IP

Step Action 1

Perform steps 2 through 22 for the ELAN adapter.

—End—

Open a Command Prompt window. Type ipconﬁg/all to display the network settings.

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Check event logs 83

Check event logs

Check the system log for problems that occur when protocols are initialized after a reboot.

Use the ping command to check if other IP addresses are reachable. For example, ping the IP address of the switch.

Note: Do not type the IP address shown in the preceding illustration. Use the IP address of your switch.

—End—

To access the event logs, click Start → Programs → Administrative Tools, and double-click Event Viewer.

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Errors in the networking conﬁguration can result in System log events shortly after the system boots up. Look for events with values in the Source column such as E100B (the Intel Pro 100 adapter) and Tcpip. For example, if a duplicate IP address or a duplicate computer name is present on the network, the system issues event logs and networking does not work properly. The following illustration shows the Event Viewer window.

Double-click an event to display the Information Properties dialog box. The following illustrations are examples of Information Properties dialog boxes.

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Checking the SCSI speed for RAID controllers

Check SCSI channel speed if there are issues with the hard drive. Before shutting down and after rebooting, check the previous power up negotiated speed using Power Console Windows Utility. If the speed shown is anything else but Maximum or 160M or if Asynchronous displays, there is a serious issue with the SCSI chain. This could be either a bad termination, SCSI backplane, cable or a drive is about to fail. Additionally, you should immediately check the media errors on the same menu. The Asynchronous speed is usually accompanied by media errors and sense error keys in the logs.

SCSI speed is negotiated when the system powers up. Warm Rebooting will not trigger a re-negotiation.

Check the SCSI speed setting of 160M using the CTRL+M utility. This will restart the system.

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To check the SCSI speed

Step Action

Checking the SCSI speed for RAID controllers 87

Start the system and press CTRL+M when prompted during system startup. The CTRL+M utility can take up to one minute to launch with 1L37 ﬁrmware. The system can appear frozen. Do not reset.

From the Objects menu, select Adapter > Other Adapter Information.

The SCSI speed is displayed here.

—End—

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Chapter 5 Routing and remote access troubleshooting

In this chapter

"General" (page 89) "Modem" (page 90) "Routing and Remote Access" (page 99) "Symantec pcAnywhere" (page 109) "Microsoft Remote Desktop Connection (RDC)" (page 112)

General

Follow these general steps to connect remotely to a CallPilot server.

1. Use dial-up networking on a Windows client PC to dial into the CallPilot server and establish a TCP/IP connection over the dial-up modem link.

2. Start a Symantec pcAnywhere session over the established TCP/IP connection.

The remote connection functions properly only if the following components are correctly conﬁgured:

• the modem

•

the Routing and Remote Access Service (RRAS) in Windows 2003

•

the pcAnywhere host

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Modem

The preliminary modem troubleshooting routine consists of ensuring that:

•

The modem is functioning and ready to accept calls.

•

The modem is properly connected to the COM1 serial port, or the USB port for the 1005r.

•

The modem is connected to an analog telephone line.

Recognizing that the modem is functioning

The modem is functioning and ready to accept calls if both the Carrier Sense (CS) and Terminal Ready (TR) lamps are lit.

The CS light comes on when the modem is turned on. The TR lamp may not be lit after the following events:

•

The modem is disconnected or turned off when CallPilot is rebooted.

•

The modem is turned off and on, or is disconnected and reconnected from the power supply while in operation.

CallPilot rebooted and modem disconnected or turned off

Perform the following steps to bring the modem into service:

Step Action 1

From the desktop, right-click on My Computer → Manage → Device Manager.

Result: The list of devices appears.

Locate the Modem in the list. If Modems are not listed, right-click on the top device (the computer name) and select Scan for hardware changes.

Result: The screen ﬂashes a couple of times and the list of Modems appears.

The TR lamp is now lit and the modem ready to accept calls.

—End—

Modem disconnected or turned off while in operation

Perform the following steps to bring the modem into service:

Step Action 1

From the desktop, right-click on My Computer → Manage → Device Manager.

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Result: The list of devices appears.

Modem 91

Locate the Modem in the list.

If Modems are not listed:

a. Right- click on the top device (the computer name) and select

Scan for hardware changes. Result: The screen ﬂashes a couple of times and the list of

Modems appears.

If Modems are listed:

b. Click + to expand the list. This makes the connected modem

visible.

c. Right-click on the active modem and select Disable driver.

Result: The message box Disabling this device will cause it to

stop functioning... appears d. Click the Yes button. e. Right-click on the active modem and select Enable.

The TR lamp is now lit and the modem ready to accept calls.

—End—

Troubleshooting modem conﬁguration

The following procedure outlines the steps necessary for troubleshooting modem conﬁguration issues. Ensure that all settings, as well as the variables speciﬁc to your installation, are correct.

Do not use the exact information shown in the illustrations. Use the values provided by your network administrator.

Step Action 1

ATTENTION

Click Start → Settings → Control Panel, and then double-click Phone and Modem Options.

Result: The Phone and Modem Options dialog box appears.

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Click the Modems tab.

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Click Properties. Result: The modem Properties dialog box appears.

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Click the Modem tab. Verify settings.

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Modem 95

Click the Diagnostics tab.

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Click Query Modem. Result: After a delay of several seconds, the system displays the

response from the modem. The following illustration indicates that the modem is working.

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Modem 97

Click the Advanced tab. Verify settings.

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Click the Driver tab. Verify settings.

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Routing and Remote Access 99

Click Close, and then close the Phone and Modem Options dialog box.

Routing and Remote Access

The following procedure walks you through the steps necessary for troubleshooting RRAS issues in Windows 2003. Ensure that all settings, as well as the variables speciﬁc to your installation (such as server names and IP addresses), are correct.

The illustrations show the default RRAS conﬁguration. Under some circumstances, other RRAS conﬁgurations can apply.

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—End—

ATTENTION

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Step Action 1

Start → Programs → Administrative Tools, and double-click Routing and Remote Access.

Result: The Routing and Remote Access Window appears.

Click the plus sign (+) to the left of the server name in the left pane to expand the tree.

Click General under IP Routing. Result: The system displays general information associated with IP

Routing in the right pane.

Click the ELAN entry to select it.

Use the slider at the bottom of the window to scroll to the right and view additional information.

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Nortel Networks NN44200-700 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Getting Help from the Nortel Web site

Getting Help over the phone from a Nortel Solutions Center

Getting Help from a specialist by using an Express Routing Code

Getting Help through a Nortel distributor or reseller

General

Reference documents

201i server

703t server

1002rp server

1005r server

600r server

Check cabling

Check end-to-end connectivity

Check network adapters and driver installation

Test the TCP/IP

Check event logs

Checking the SCSI speed for RAID controllers

General

Modem

Routing and Remote Access