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Chapter 3:  Troubleshooting your Avaya

CallPilot

®

 system

In this chapter

Overview

 on page 17

Section A: LED and HEX displays

 on page 18

Status LEDs and HEX display location

 on page 19

Interpreting the power status LED

 on page 19

Interpreting the network and drive activity LEDs

 on page 21

Interpreting the HEX display

 on page 22

Section B: Startup diagnostics

 on page 24

Startup diagnostic codes

 on page 25

Startup sequence description

 on page 27

Troubleshooting startup problems

 on page 29

Overview

This guide provides instructions to use the resources provided by your 202i system. Use these

resources to determine the cause of system problems, and then resolve them.

Avaya CallPilot 202i Server Maintenance and Diagnostics

December 2010     17

Summary of Contents for CallPilot 202i

Page 1: ...Avaya CallPilot 202i Server Maintenance and Diagnostics 5 0 NN44200 708 01 04 December 2010...

Page 2: ...E SOFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVA...

Page 3: ...ies 13 Reference documents 13 Chapter 3 Troubleshooting your Avaya CallPilot system 17 In this chapter 17 Overview 17 LEDs and HEX display on the 202i server faceplate 18 Startup sequence and diagnost...

Page 4: ...command syntax 42 Chapter 5 Using CallPilot Manager to monitor hardware 45 In this chapter 45 Understanding fault management 45 Event processing 46 Alarm notification 46 Section A Tools for isolating...

Page 5: ...rview 65 Accessing the system utilities 66 Diagnostics Tool 66 To access the Diagnostics Tool 66 To enable startup diagnostics 67 To disable startup diagnostics 67 PEP Maintenance utility 68 To access...

Page 6: ...equired 82 Before you begin 83 Hard drive assembly diagram 83 What is next 86 Replacing the software feature key 86 Equipment required 86 Before you begin 86 Index 89 6 Avaya CallPilot 202i Server Mai...

Page 7: ...int selected technical publications and release notes directly from the Internet go to www avaya com support Getting product training Ongoing product training is available For more information or to r...

Page 8: ...site The easiest and most effective way to get technical support for Avaya products is from the Avaya Technical Support Web site at www avaya com support Customer service 8 Avaya CallPilot 202i Serve...

Page 9: ...a CallPilot documentation see the document map on page Reference documents on page 13 Who should read this guide This guide is for administrators technicians and engineers who maintain an Avaya CallPi...

Page 10: ...d to perform one or more of these tasks while maintaining your server Performing hardware maintenance Performing hardware maintenance and mechanical assembly on page 79 explains how to replace hardwar...

Page 11: ...server Troubleshooting your Avaya CallPilot system on page 17 Interpret startup sequence and diagnostic codes Troubleshooting your Avaya CallPilot system on page 17 Use the operating system diagnostic...

Page 12: ...t server platforms and how to resolve them Use the CallPilot Troubleshooting Guide to resolve the following types of problems server boot cycle failures peripheral device problems monitor display prob...

Page 13: ...trostatic discharge handling cards and handling your server instructions to shut down your 202i server or for take it out of service Reference documents For a list of all CallPilot documents see the f...

Page 14: ...08 1005r System Evaluation NN44200 316 1006r Server Hardware Installation Guide NN44200 320 600r Server Hardware Installation Guide NN44200 307 600r System Evaluation NN44200 315 Configuration and Tes...

Page 15: ...formation End User Cards Unified Messaging Quick Reference Card NN44200 111 Unified Messaging Wallet Card NN44200 112 A Style Command Comparison Card NN44200 113 S Style Command Comparison Card NN4420...

Page 16: ...About this guide 16 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...

Page 17: ...y LEDs on page 21 Interpreting the HEX display on page 22 Section B Startup diagnostics on page 24 Startup diagnostic codes on page 25 Startup sequence description on page 27 Troubleshooting startup p...

Page 18: ...appear The entire sequence occurs when you perform of the following Lock the 202i server against the switch backplane When locked against the backplane the 202i server begins receiving power Restart...

Page 19: ...ly below the lock latch The LED indicates whether it is safe to remove the server from the switch which results in a server power down Caution Risk of equipment damage or data loss Do not remove the 2...

Page 20: ...llowing T XX F XX HOST or DOWN Off Caution Risk of equipment damage or data loss It is not safe to remove the server from the switch The server is in one of the following states The server is in the o...

Page 21: ...D states IF the ELAN or CLAN network activity LEDs are THEN Off a valid hardware connection with the network is not established Ensure that the cable is connected to the respective network switch or h...

Page 22: ...e cable is connected ensure that the cable is not damaged On a valid hardware connection with the network is established and100Mb network activity is occurring Hard drive LED states IF the I LED is TH...

Page 23: ...rror code is logged in the operating system event log after the operating system starts and the CallPilot 8051 device driver starts Important POST Terminal errors that result in a system halt do not a...

Page 24: ...safe to remove the 202i server from the switch If you perform a cold restart by pressing Reset on the 202i server faceplate or by removing and then reinserting the 202i server in the switch the start...

Page 25: ...re of these diagnostics means that there has been a server failure The start cycle halts Note When a test succeeds the next test code appears Test code Test description Failure code T 01 Internal RAM...

Page 26: ...tart screen If a noncritical error occurs the server continues the start sequence P XX NT The operating system start sequence started Note If the CallPilot server software is not installed the HEX dis...

Page 27: ...the HEX display If you cannot use the HEX display to determine the cause of a system halt contact your Avaya technical support representative Startup sequence description The following table describe...

Page 28: ...han 1 second T 07 ON 8 End of system controller self tests No errors were found Approximate duration less than 3 seconds T 08 blinks three times 9 Beginning of BIOS diagnostics Note The BIOS splash sc...

Page 29: ...te any diagnostic codes 2 Try restarting the server by pressing Reset on the 202i server faceplate 3 During the restart sequence view the diagnostic codes on the HEX display for failures For a descrip...

Page 30: ...uctions see Viewing event logs on page 32 5 For other suggestions see the CallPilot Troubleshooting Guide for other suggestions 6 If you still cannot find the cause of the failure call your Avaya tech...

Page 31: ...rating system server software Use these tools when a serious problem prevents the use of the Avaya CallPilot diagnostic tools that are available in Avaya CallPilot Manager Caution Risk of software cor...

Page 32: ...odel and CallPilot Server Configuration guide for your switch and server the HEX display should show Pass and messages in dialog boxes on the monitor indicate that CallPilot is ready to accept calls I...

Page 33: ...g and Remote Access Server RRAS or other operating system services Security Logs security events such as logons logoffs illegal access This option is available only to users with Administrative access...

Page 34: ...t pane The illustration shows an example of the Application log An example of a System log appears in the following illustration Using the operating system online diagnostic tools 34 Avaya CallPilot 2...

Page 35: ...appears in an Event Detail dialog box An example of an error description is shown in the Event Detail dialog box in the Application log illustration on 2 on page 34 5 Use the error description to hel...

Page 36: ...to verify network connectivity Network connectivity is essential to CallPilot operation These utilities help you to thoroughly test the network interface and isolate configuration problems The ipconf...

Page 37: ...ility 4 Type Exit to close the Command Prompt window The ping command The ping command sends an echo request to a specified host Use this command to verify network connectivity to the remote device Pi...

Page 38: ...r ping computer name 3 Press Enter The system displays the ping results 4 Type Exit to exit the Command Prompt window The tracert command This utility determines the route to a destination How tracert...

Page 39: ...um number of hops to search for the target j host list Specifies a loose source route along the host list w timeout Waits the number of milliseconds specified by the timeout for each reply target_name...

Page 40: ...interface whose address translation table you need to modify If not present the first applicable interface is used eth_addr Specifies a physical address N if_addr Displays the arp entries for the netw...

Page 41: ...y broadcast Bnode or WINS other node types R Reloads the LMHOSTS file after purging all names from the NetBIOS name cache r Lists name resolution statistics for Windows networking name resolution On a...

Page 42: ...ys all connections and listening ports e Displays Ethernet statistics This can be combined with the s option n Displays addresses and port numbers in numerical form s Displays the statistics for each...

Page 43: ...prompt type netstat with the required parameters 3 Press Enter The system runs the netstat utility 4 Type Exit to close the Command Prompt window Netstat command syntax Avaya CallPilot 202i Server Ma...

Page 44: ...Using the operating system online diagnostic tools 44 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...

Page 45: ...e Maintenance page on page 51 Viewing component states on page 53 Starting and stopping components on page 55 Running integrated diagnostics on page 57 Viewing the last diagnostic results on page 60 S...

Page 46: ...the means by which the server detects hardware faults Alarm notification Alarms are warnings generated by events Alarms communicate the same information as events However alarms are reported in the A...

Page 47: ...ociated with the IPE server Time Switch All multimedia and call channels associated with the same MPB as the time switch DS30X All DS30X channels associated with the DS30X link Detecting hardware prob...

Page 48: ...vent Browser Each alarm in the Alarm Monitor has Help text that often provides a solution to the problem If the solution is not apparent use the Event Browser or the Maintenance page to further invest...

Page 49: ...r 1 Run CallPilot Manager and log on 2 In CallPilot Manager click System Event Browser The Event Browser page appears 3 Click an event that appears to be related to the problem or an event that occurr...

Page 50: ...commends that you disable all call channels first Two way are available to disable the call channels Courtesy stop the channels preferred method When you courtesy stop call channels CallPilot waits un...

Page 51: ...tart and stop components Run integrated diagnostic tests View the results of the last diagnostic test run against a component What the Maintenance page provides The Maintenance page identifies the ser...

Page 52: ...ent Use this section to start and stop a component before running a diagnostic test This section appears only for components on which you can perform maintenance administration For more information ab...

Page 53: ...ne the state of a component by looking at the State box in the Maintenance section State Description Active The component is working and currently involved in processing a call Disabled The diagnostic...

Page 54: ...e selected component Expand the tree to locate the subcomponent with the problem A problem exists with the selected component To view the state of a hardware component 1 Run CallPilot Manager and log...

Page 55: ...edia channels Channel Monitor to courtesy stop a range of call DS30X also known as DS0 channels For instructions see Section C Working with the Multimedia and Channel Monitors on page 63 Stop versus c...

Page 56: ...r Removes all call processing resources on the selected board from service Time Switch You cannot perform maintenance administration on the time switch Multimedia channels Removes the selected DSP fro...

Page 57: ...all calls finish Stop Click this button to remove the selected component from service immediately All calls that are in progress are disconnected immediately Important If you stop all components that...

Page 58: ...agnostic tests for a particular component click the component in the component tree If a diagnostic test fails or cannot be run If a warning message appears you cannot run the diagnostic test because...

Page 59: ...lus sign beside the CallPilot server to expand the component tree 4 Continue clicking the plus sign until the component with which you want to work is visible 5 Click the hardware component for which...

Page 60: ...ogress and results of the diagnostics Note The Diagnostic Results box in the Diagnostics section displays diagnostic results when you click Get Last Result Viewing the last diagnostic results You can...

Page 61: ...4 Continue clicking the plus sign until the component with which you want to work is visible 5 Click the hardware component for which you want to run diagnostics The Maintenance page refreshes to sho...

Page 62: ...play the following information in the Diagnostic Results box diagnostic title diagnostic result pass or fail the date and time the test was completed Using CallPilot Manager to monitor hardware 62 Ava...

Page 63: ...e Multimedia Monitor The Multimedia Monitor page appears showing the channels associated with each DSP Note For an explanation of the channel states see the CallPilot Manager online Help 3 Perform one...

Page 64: ...each DS30X link Note For an explanation of the channel states see the CallPilot Manager online Help 3 Perform one of the following IF you want to stop or start THEN All channels associated with a DS3...

Page 65: ...plays a list of installed PEPs and enables PEP uninstall Session Trace Provides detailed information about the activity in a user s mailbox and the state of the message waiting indicator MWI System Mo...

Page 66: ...agnostics you can save time during system maintenance operations where restarts or Call Processing services restarts are required Avaya recommends that you perform the following three steps Use the Di...

Page 67: ...ware problems that may exist when the system and the services start DSP TimeSwitch MediaBus Important SU04 Service Update 4 for CallPilot 5 0 changes the default diagnostic settings With SU04 installe...

Page 68: ...A list of all installed PEPs appears in the left pane 3 If you want to review the readme file associated with a PEP click the PEP and then click Read The readme file opens in Notepad Session Trace The...

Page 69: ...ession information might tell the administrator why the MWI was turned on Warning The Session Trace Tool is a resource intensive tool It is strongly recommended to use this utility during off peak hou...

Page 70: ...To find a session 1 From the Session Type list select the type of session Using Avaya CallPilot system utilities 70 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...

Page 71: ...y user information a list of users matching the Session Type appears at the bottom of the window To select a user from the list double click the user name to display session type information b If you...

Page 72: ...Session type information Figure 1 Call Answering session type information Using Avaya CallPilot system utilities 72 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...

Page 73: ...channels DS30X channels System Info Displays details about the CallPilot System such as features purchased keycode serial number and CallPilot server IP addresses Legend Help Provides a description o...

Page 74: ...ows the Channel Monitor tab followed by a description of the contents CallPilot services The Service Name pane shows the status of services from a CallPilot perspective The status in the operating sys...

Page 75: ...LEE Service MCE Notification CallPilot MWI Service MAS Notification CallPilot Notification Service MAS CCR CallPilot Call Channel Router MAS BCR CallPilot Blue Call Router SQL Anywhere Adaptive Server...

Page 76: ...h backplane About the System Info tab The following illustration shows the System Info tab The numbered items provide information about the purchased features Information about the underlying operatin...

Page 77: ...The following illustration shows the Legend Help tab Consult this tab for descriptions of the icons on the Channel Monitor tab About the Legend Help tab Avaya CallPilot 202i Server Maintenance and Dia...

Page 78: ...Using Avaya CallPilot system utilities 78 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...

Page 79: ...age 86 Overview Before you can replace components you must perform the following tasks Gather the tools you need Remove the 202i server from the switch Become familiar with component layout on the 202...

Page 80: ...quipment is required for this procedure antistatic mat antistatic wrist strap To remove the server from the switch 1 Power down the server by unseating it from the back plane Wait 15 seconds to comple...

Page 81: ...powering down and then remove the server 4 Disconnect all peripherals from the server 5 Remove the server from the switch see Removing the server from the switch on page 80 6 Remove the software feat...

Page 82: ...e motherboard Equipment required The following equipment is required for this procedure antistatic wrist strap Phillips No 1 screwdriver nonmetallic pencil Performing hardware maintenance and mechanic...

Page 83: ...ard drive assembly side down on the antistatic mat 2 Perform the following steps a Remove the four screws that fasten the hard drive to the motherboard and set aside the four fiber washers that are be...

Page 84: ...een the drive and the motherboard roughly aligning it with one of the four mounting holes c Hold the hard drive against the motherboard with one hand and turn the board over to access the mounting hol...

Page 85: ...ng three fiber washers and partially tighten the three remaining screws in the remaining mounting holes 4 Slide the hard drive the remainder of the way into the socket on the motherboard 5 Fully tight...

Page 86: ...begin Before you replace the software feature key review Removing the server from the switch on page 80 To replace the software feature key 1 Use the flat blade of the screwdriver to lift the clip th...

Page 87: ...When the software feature key dongle is correctly installed it is firmly seated in the socket Before you begin Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 87...

Page 88: ...Performing hardware maintenance and mechanical assembly 88 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...

Page 89: ...nt processing 46 Maintenance page Diagnostics section 51 General section 51 Maintenance section 51 purpose 51 using 49 Multimedia Monitor using 50 63 CallPilot services Channel Monitor tab 74 Channel...

Page 90: ...viewing 33 events about 46 49 investigating 49 F FAIL fault status what to do 27 failure codes diagnostics 27 fault management alarm notification 46 event processing 46 G General section Maintenance...

Page 91: ...ting system 37 syntax 37 power status LED 19 20 R replacement parts obtaining 13 reseller 7 resources troubleshooting 12 S security event log description 33 server 202i startup failure 8051 what to do...

Page 92: ...10 11 resources 11 12 in this guide 11 U utilities Diagnostics Tool 65 66 PEP Maintenance 65 68 Session Trace 65 69 System Monitor 65 74 W WARN fault status what to do 27 92 Avaya CallPilot 202i Serv...

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