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Chapter 3:  Troubleshooting your Avaya

CallPilot® system

In this chapter

Startup diagnostics overview

 on page 19

Basic hardware check

 on page 20

Power-On Self-Test diagnostics

 on page 23

Interpreting POST diagnostics

 on page 23

Interpreting BIOS error messages

 on page 24

What to do when the server fails to boot into service

 on page 27

Performing a hardware shutdown

 on page 28

Startup diagnostics overview

This section contains procedures for interpreting the startup diagnostics on the 600r server.

Types of startup diagnostics

The following types of startup diagnostics are available on the server:

• basic hardware check (front panel LEDs)

• Power-On Self-Test (POST) diagnostics

These diagnostics are available at initial system startup or after any 600r server reset.

Avaya CallPilot® 600r Server Maintenance and Diagnostics

December 2010     19

Summary of Contents for CallPilot 600r

Page 1: ...Avaya CallPilot 600r Server Maintenance and Diagnostics 5 0 NN44200 703 01 09 December 2010...

Page 2: ...R USING THE SOFTWARE OR AUTHORIZING OTHERS TO DO SO YOU ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY AS YO...

Page 3: ...on the standard of the Voluntary Control Council for Interference by Information Technology Equipment VCCI If this equipment is used in a domestic environment radio disturbance may occur in which cas...

Page 4: ...4 Avaya CallPilot 600r Server Maintenance and Diagnostics December 2010...

Page 5: ...hardware check 20 Power On Self Test diagnostics 23 Interpreting POST diagnostics 23 POST beep codes 23 Interpreting BIOS error messages 24 BIOS error messages 24 Replacement parts 26 What to do when...

Page 6: ...ent states 50 Component states 50 Alert icons 51 Starting and stopping components 52 Stop versus courtesy stop 52 Courtesy stop 52 Stop 53 Components that can be started and stopped 53 Running integra...

Page 7: ...ey 89 Chapter 8 M1 Avaya Communication Server 1000 switch connectivity and the MPB96 91 In this chapter 91 M1 Avaya CS 1000 switch connectivity 91 Taking safety precautions 92 DSP numbering and locati...

Page 8: ...8 Avaya CallPilot 600r Server Maintenance and Diagnostics December 2010...

Page 9: ...rint 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...

Page 10: ...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 10 Avaya CallPilot 600r Serv...

Page 11: ...iew of the 600r server chassis with the bezel cover on When the bezel cover is on the control panel USB connector the front serial port and the DVD ROM CDRW drive are visible With the bezel cover remo...

Page 12: ...twork Interface Card NIC activity LED green E Minor fault LED I Main power LED green F Power LED H not used G Disk 0 activity green fault amber Rear panel controls and features The following diagram s...

Page 13: ...mouse H RJ45 NIC 2 Embedded Local Area Network ELAN connector for the ELAN subnet engraved 2 on server C SCSI port I RJ45 NIC 1 Customer Local Area Network CLAN connector for Avaya server subnet engr...

Page 14: ...ting down the CallPilot server chapter in the Installation and Configuration Task List NN44200 306 explains how to restart shut down and power up the CallPilot server The system can ask you to perform...

Page 15: ...CallPilot Installer Roadmap NN44200 314 Server Installation Guides Avaya CallPilot 201i Server Hardware Installation Guide NN44200 301 Avaya CallPilot 202i Server Hardware Installation Guide NN44200 3...

Page 16: ...e Maintenance Guide NN44200 505 Server Maintenance and Diagnostics Avaya CallPilot 201i Server Maintenance and Diagnostics Guide NN44200 705 Avaya CallPilot 202i Server Maintenance and Diagnostics Gui...

Page 17: ...k NN44200 103 Avaya CallPilot Desktop Messaging User Guide for Lotus Notes NN44200 104 Avaya CallPilot Desktop Messaging User Guide for Novell Groupwise NN44200 105 Avaya CallPilot Desktop Messaging U...

Page 18: ...Outlining maintenance and diagnostics activities 18 Avaya CallPilot 600r Server Maintenance and Diagnostics December 2010...

Page 19: ...rvice on page 27 Performing a hardware shutdown on page 28 Startup diagnostics overview This section contains procedures for interpreting the startup diagnostics on the 600r server Types of startup di...

Page 20: ...1 Turn on the server A and observe the front panel display Figure 4 600r server front controls and LEDs Result All the LEDs on the front panel illuminate for a few seconds Table 3 Front panel Label De...

Page 21: ...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 the power supply is not providing power The MJR LED is al...

Page 22: ...I Main power PWR green If LED I is continuously lit green this indicates the presence of AC power in the server The LED goes out when the power is turned off or if the power source is disrupted J NIC...

Page 23: ...display a message on the monitor the server emits two beeps as the message appears Record the message that appears on the monitor and the beep code that you hear This information is useful if you need...

Page 24: ...cards and re start the system If the error still occurs contact Avaya support If the beep codes are not generated after the add in cards are removed insert the cards one at a time booting the system b...

Page 25: ...ype is different from that stored in CMOS Check Setup to make sure the type is correct CMOS Checksum Bad The CMOS checksum is incorrect The system can corrupt CMOS memory Run Setup to reset the values...

Page 26: ...ve any memory the memory can 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 off board card This error is followed...

Page 27: ...tarting the sever by pressing the power switch Ensure the power cable for the system monitor and the VGA cable are connected 2 Listen for server generated beep codes Make note of any beep codes and co...

Page 28: ...of the startup failure call your Avaya technical support representative Performing a hardware shutdown If you cannot shut the server down using Windows press the power switch on the front panel and ho...

Page 29: ...time online diagnostic tools provided by the Windows server software Use the following tools when a serious problem prevents the use of the Avaya CallPilot diagnostic tools that are available in Avaya...

Page 30: ...are hardware specific and are independent of the CallPilot event log files found in the Windows Event Viewer For more information about hardware event logs see Using the System Setup Utility logs on p...

Page 31: ...t pane of the window The following illustration shows an example of the Application Log Figure 6 Application log The following illustration shows an example of a System log Types of Windows event logs...

Page 32: ...ndicates information 4 To determine the cause of the error select and then double click the error Result A description of the error appears in an Event detail dialog box Use the description to help de...

Page 33: ...nectivity test the network interface and isolate any configuration problems The ipconfig command The ipconfig command displays IP configuration information ipconfig default If you run the command with...

Page 34: ...s Example ipconfig all 3 Press Enter Result The system runs the ipconfig utility 4 Type Exit to exit the Command Prompt window and return to Windows The ping command The ping command sends an echo req...

Page 35: ...the Strict source route along host list w timeout Specifies the Timeout in milliseconds to wait for each reply To run the ping command from Windows 1 Click Start Programs Accessories Command Prompt R...

Page 36: ...ansmission until the target responds or the maximum TTL is reached Tracert then examines the ICMP Time Exceeded messages sent back by intermediate routers Tracert syntax The tracert command uses the f...

Page 37: ...tracert 200 286 0 32 3 Press Enter Result The system runs the tracert utility 4 Type Exit to exit the Command Prompt window and return to Windows The ARP command The ARP command displays and modifies...

Page 38: ...s N if_addr Displays the ARP entries for the network interface specified by if_addr d Deletes the host specified by inet_addr s Adds the host and associates the Internet address inet_addr with the phy...

Page 39: ...e is registered by 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 nam...

Page 40: ...he netstat command The netstat command displays current TCP IP network connections and protocol statistics Netstat command syntax The netstat command uses the following syntax netstat a e n s p proto...

Page 41: ...o Windows Using the chkdsk utility The chkdsk utility checks a specified disk on the server and displays a status report You can run the utility on drives C D E or F The chkdsk utility is an online ut...

Page 42: ...R Optional parameter to locate bad sectors and to recover readable information To run the chkdsk utility from Windows 1 Click Start Programs Accessories Command Prompt Result The Command Prompt window...

Page 43: ...n page 57 Working with the Channel Monitor on page 59 Understanding fault management Fault management is a subsystem within Avaya CallPilot that detects and notifies you of potential or real hardware...

Page 44: ...ent on the operational status of other components If a component fails or is stopped the dependent components go out of service Note The components in your system are based on your CallPilot server ty...

Page 45: ...ering criteria defined in the Event Browser The first time an event occurs it generates an alarm that appears in the Alarm Monitor If the same event continues to occur a new alarm is not generated Ins...

Page 46: ...t Events are classified as Information Minor Major or Critical By default the Event Browser displays only the latest 100 critical events To investigate using the Event Browser 1 Log on to CallPilot Ma...

Page 47: ...r you courtesy stop call channels CallPilot waits until the channels are no longer active before disabling them instead of suddenly terminating active calls Stop the channels When you stop channels yo...

Page 48: ...ferently on your system Figure 8 Example of partially expanded tree for 600r on page 48 shows a partially expanded tree for the 600r server Figure 8 Example of partially expanded tree for 600r After y...

Page 49: ...nostics section to run one or more diagnostic tests or to view the results of the last diagnostic tests that were run on the selected component This section appears only for components on which you ar...

Page 50: ...disabled or off duty The component state is shown in the Maintenance section of the Maintenance screen Component states You can determine the state of a component by looking at the State box in the M...

Page 51: ...e red alarm is cleared at the receiving device Shutting Down The component is in the process of stopping This state occurs quickly and is immediately followed by Off Duty Uninitiated The call processi...

Page 52: ...ourtesy stop a component Courtesy stop is available only at the individual channel level To courtesy stop CallPilot use the following Multimedia Monitor to courtesy stop a range of multimedia channels...

Page 53: ...ia Bus Takes all call processing resources out of service MPB board Takes all call processing resources on the selected board out of service Time switch You cannot perform maintenance administration o...

Page 54: ...ervice after all calls are finished Stop Click this button to take the selected component out of service immediately All calls that are in progress are disconnected immediately Important If you are st...

Page 55: ...gnostic tests that are available for each component are listed in the Diagnostic section of the Maintenance screen To view the list of diagnostic tests for a particular component click the component i...

Page 56: ...the plus 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 w...

Page 57: ...section 7 Select the check box for each diagnostic for which you want to review results 8 Click Get Last Result Result The results appear in the Diagnostic Results box with the following information...

Page 58: ...r several channels that are associated with a DSP select the check box for each channel that you want to stop or start 4 Click Courtesy Stop or Start as required Result If you clicked Courtesy Stop or...

Page 59: ...start Then all of the channels associated with a DS30X link select the Select All check box to the left of the DS30X link that you want to stop or start Repeat this step for each DS30X link only one...

Page 60: ...Monitoring multimedia hardware 60 Avaya CallPilot 600r Server Maintenance and Diagnostics December 2010...

Page 61: ...ption Diagnostics Tool Allows CallPilot startup diagnostics to be enabled or disabled turned on or off PEP Performance Enhancement Program Maintenance Displays a list of installed PEPs and enables PEP...

Page 62: ...ystem Utilities menu Diagnostics Tool The Diagnostics Tool lets you enable or disable CallPilot startup diagnostics CallPilot startup diagnostics automatically identify hardware problems that can exis...

Page 63: ...Maintenance utility displays a list of all installed PEPs on the server and lets you uninstall PEPs For information about installing or uninstalling PEPs see the Installation and Configuration Task Li...

Page 64: ...e session information can 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 ho...

Page 65: ...display the session information Result The session type information appears at the bottom of the window The following example shows Call Answering session type information Figure 10 Call answering ses...

Page 66: ...ponents To access the CallPilot System Monitor On the Windows desktop click Start Programs CallPilot System Utilities System Monitor Result The CallPilot System Monitor window appears By default the C...

Page 67: ...es stopped The critical services that are required for basic CallPilot call answering are listed in the following table For your reference the equivalent names as they appear in the Windows Control Pa...

Page 68: ...pane each DS30 row represents a separate DS30X link also referred to as a DS30 link Each box in the row represents one DS30X channel The DS30X links connect the CallPilot server to the MGate card in...

Page 69: ...luding the server IP addresses PEP information and configured Service DNs are listed in the bottom part of the window Legend Help tab Figure 13 Legend Help tab on page 70 shows an example of the Legen...

Page 70: ...lPilot server The following procedure describes how to gather trace statements from LDAP Directory Synchronization only To access CPTrace Tool From the Windows desktop click Start Programs CallPilot S...

Page 71: ...and restore all critical data including messages and configuration information This includes all data that can be obtained by running the various archives The operating system and CallPilot software a...

Page 72: ...Using Avaya CallPilot system utilities 72 Avaya CallPilot 600r Server Maintenance and Diagnostics December 2010...

Page 73: ...2 Replacing the DVD ROM CDRW drive on page 85 Replacing memory DIMMs on page 87 Replacing the software feature key on page 89 Removing and replacing the front bezel Remove the front bezel to install s...

Page 74: ...ds you Place it in a secure location while you service the server To replace the front bezel After the Avaya CallPilot server maintenance is complete replace the front bezel 1 Align the thumbscrew fas...

Page 75: ...s so that the side edges of the cover sit just inside the chassis sidewalls The front of the cover is about an eighth of an inch from the sheet metal at the front of the chassis 2 Press down slightly...

Page 76: ...Processor air duct 5 Lift the air duct from the server platform and store it in a safe location To replace the processor air duct 1 Place the processor air duct over the processor socket and two fan a...

Page 77: ...of electric shock High current inside the chassis can cause severe injury After you power down the server allow the power supply to cool for several minutes 2 Remove the server cover For instructions...

Page 78: ...t the rear of the power supply to push the connector at the front of the power supply into the power board 11 Install the PCI riser assembly For instructions see Replacing the MPB96 card on page 82 12...

Page 79: ...y installed hard drive to the drive carrier Two screws are at each side of the retention device or the hard drive Store the plastic retention device for future use 7 Remove the hard drive from the wra...

Page 80: ...e peripheral devices and Ethernet cables connect the AC power cords and restart the server Replacing the front fan assembly The front fan cooling assembly is not hot swappable You must power down the...

Page 81: ...details see B in Figure 20 Front fan assembly on page 81 7 Pull the fan assembly to the left to disengage the hook that holds the right side of the fan assembly For details see C in Figure 20 Front fa...

Page 82: ...next to DIMM socket 1A DIMM socket nearest the processor socket then to the right side of the processor socket 12 Lower the right side of the fan assembly into place so that it catches under the hook...

Page 83: ...1000 or Meridian 1 has NTRB18DA MGate cards and that you have the correct cables The NTRH40CA MPB96 does not work with NTRB18CA MGate cards MPB96 version Description Connected to the CS 1000 by NTRH40...

Page 84: ...see B Figure 21 Removing riser from chassis on page 84 Note Press the riser card straight down into the slot Press down on the riser card not on the MPB96 card Tipping it in the slot while installing...

Page 85: ...cover on page 74 3 Remove the front bezel For instructions see Removing and replacing the front bezel on page 73 4 Attach the ESD strap to your wrist and attach the other end to a known grounded conne...

Page 86: ...ment drive using the screws removed in step 9 For details see A in Figure 22 Removing DVD ROM drive assembly from chassis on page 86 13 Install the new DVD ROM drive in the carrier a Line up the pins...

Page 87: ...cable retention clips lock into place 18 Replace the server cover For instructions see Removing and replacing the server cover on page 74 19 Take off the ESD strap 20 Replace the front bezel 21 Plug i...

Page 88: ...locations on page 88 Figure 24 Memory DIMM locations 5 Push the clips at each end of the DIMM sockets outward to the open position 6 Remove all the DIMMs 7 Holding each DIMM by the edges remove it fro...

Page 89: ...software feature key you must open the access door a Insert a very small screwdriver into the side access hole and gently pull back on the access door b Eject the old software feature key 3 Insert th...

Page 90: ...Replacing basic chassis components 90 Avaya CallPilot 600r Server Maintenance and Diagnostics December 2010...

Page 91: ...MPB96 cards Slot number Max Channels MPU 1 1 96 96 There are two versions of MPB96 cards the NTRH40AA and the NTRH40CA The following table provides a comparison of the two cards MPB96 version Descrip...

Page 92: ...SPs are the built in voice processing components on MPB boards DSPs are numbered to distinguish them in Avaya CallPilot maintenance programs such as the Maintenance page in Avaya CallPilot Manager Eac...

Page 93: ...Figure 26 NTRH40AA MPB96 board Figure 27 NTRH40CA MPB96 board DSP numbering on MPB96 boards Avaya CallPilot 600r Server Maintenance and Diagnostics December 2010 93...

Page 94: ...M1 Avaya Communication Server 1000 switch connectivity and the MPB96 94 Avaya CallPilot 600r Server Maintenance and Diagnostics December 2010...

Page 95: ...utput System BIOS of your 600r server is Flash ROM based code Upgrade or reconfigure the BIOS using the utilities on the Avaya CallPilot Image DVD The utility programs write updated code to the Flash...

Page 96: ...he CallPilot Image DVD to upgrade or reconfigure the BIOS Important You must have all the hardware components of your system installed and connected before you upgrade the BIOS To display the Avaya Ca...

Page 97: ...rs 4 Enter 3 to run Utilities BIOS Firmware etc from the Startup Menu If the Startup Menu is not displayed see To display the Avaya CallPilot Image Menu on page 96 5 Enter 2 to run the 600r server FRU...

Page 98: ...Image Menu appears 2 Select 3 600r server Display Non Default CMOS Settings Result The following message appears Enter Y to display a text file of the CMOS settings Y N 3 Enter Y to display the text...

Page 99: ...up and functions SSU event logs are hardware logs while the system event logs described in Viewing event logs on page 30 apply to the software application You can view SSU logs even when the system is...

Page 100: ...vent display on the bottom of the screen 6 After you are finished viewing events select File Exit from the menu bar Result The Intel GUI appears 7 Click Exit to close the GUI To clear SSU logs 1 Displ...

Page 101: ...to function but no display is visible look for the following indicators of a video card malfunction Brightness and contrast are set at normal level The server is powered on and one long beep is follo...

Page 102: ...Maintaining the BIOS and system board firmware 102 Avaya CallPilot 600r Server Maintenance and Diagnostics December 2010...

Page 103: ...or using 47 59 Event Browser using 46 events about 43 46 investigating 46 fault management alarm notification 44 event processing 43 Maintenance screen Diagnostics section 47 General section 47 Mainte...

Page 104: ...30 viewing 30 events about 43 46 investigating 46 F fan hot swap 80 fault management alarm notification 44 event processing 43 G General section Maintenance screen 47 H hardware problems detecting 44...

Page 105: ...lacing 74 Session Trace utility 64 70 software feature key dongle 89 replacing 89 SSU logs 99 startup problems what to do 27 Stop description 53 system event log definition 30 System Info tab 68 Syste...

Page 106: ...106 Avaya CallPilot 600r Server Maintenance and Diagnostics December 2010...

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