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January 2007

Troubleshooting your CallPilot system

1002rp Server Maintenance and Diagnostics

Interpreting startup diagnostics from SCSI
BIOS

The results from the SCSI controller diagnostics appear after the POST
results.

Applicable cards

Results of the startup diagnostics appear only if you have the following
cards installed on your system:

Adaptec SCSI controller

The adapter is integrated in the SBC and can be disabled.

LSI Elite 1600 controller

Summary of Contents for 1002rp

Page 1: ...CallPilot Release 4 0 Document Number 555 7101 206 Document Version Standard 1 11 January 2007 1002rp Server Maintenance and Diagnostics...

Page 2: ...ocess 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...

Page 3: ...ademarks of Novell Inc LOGITECH is a trademark of Logitech Inc MCAFEE and NETSHIELD are trademarks of McAfee Associates Inc MYLEX is a trademark of Mylex Corporation NETSCAPE COMMUNICATOR is a tradema...

Page 4: ...The following applies to server models 1005r 703t 201i and 1002rp VCCI A Warning Please be aware of the following while installing the equipment x Please use the connecting cables power cord and AC ad...

Page 5: ...ss A product based 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...

Page 6: ...Standard 1 11 6 CallPilot...

Page 7: ...t 4 0 Standard 1 06 of the 1002rp Server Maintenance and Diagnostics is issued for general release October 2005 CallPilot 4 0 Standard 1 03 of the 1002rp Server Maintenance and Diagnostics is issued f...

Page 8: ...ublication history Standard 1 11 October 2003 Release 2 5 Standard 1 0 October 2002 Standard 1 0 of CallPilot Installation and Configuration 1002rp Server Maintenance and Diagnostics is issued for gen...

Page 9: ...mand from Windows 60 To invoke the TSTSERIO S command from Windows 61 To invoke the Net Start command from Windows 63 To investigate using the Alarm Monitor 69 To investigate using the Event Browser 7...

Page 10: ...156 To determine the current RAID firmware version 161 To replace the LSI1600 card with the LSI320 2 card 163 To configure an LSI Elite 1600 or LSI320 2 RAID system 165 To perform a consistency check...

Page 11: ...diagnostics from SCSI BIOS 27 What to do when the server fails to boot into service 28 4 Using Windows online diagnostic tools 31 Overview 32 Viewing event logs 33 Using TCP IP diagnostic tools 38 Usi...

Page 12: ...placing basic chassis components 109 Removing the front bezel and server cover 110 Replacing air filters 114 Replacing the power supply 116 Replacing the SCA SCSI drive cage and fused power cable 119...

Page 13: ...card configuration for High Capacity 174 Identifying hardware components 176 Upgrading to High Capacity 178 12 Replacing voice processing boards 185 DSP numbering and location 186 Replacing an MPB96...

Page 14: ...Contents Standard 1 11 14 CallPilot...

Page 15: ...ucts 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...

Page 16: ...l 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 h...

Page 17: ...1002rp Server Maintenance and Diagnostics 17 C h a p t e r 2 About this guide In this chapter Maintenance and diagnostics overview 18...

Page 18: ...escribed in this guide you can also refer to the following document Troubleshooting Guide 555 7101 501 Note Nortel continually updates the Troubleshooting Guide which is available from the Partner Inf...

Page 19: ...enance activities review the 1002rp Server Hardware Installation 555 7101 205 guide for the following information required tools and equipment recommended safety precautions for electrostatic discharg...

Page 20: ...ance Guide 555 7101 202 Desktop Messaging and MyCallPilot Administration Guide 555 7101 503 Meridian Mail to CallPilot Migration Guide 555 7101 801 Application Builder Guide 555 7101 325 Reporter Guid...

Page 21: ...ing your CallPilot system In this chapter Startup diagnostics overview 22 Basic hardware check 23 Power On Self Test diagnostics 24 Interpreting POST diagnostics 25 Interpreting startup diagnostics fr...

Page 22: ...diagnostics on the 1002rp server Types of startup diagnostics The following types of startup diagnostics are available on the server basic hardware check for example LEDs Power On Self Test POST diagn...

Page 23: ...oling fans on the front panel start up and the red fault LED next to each fan extinguishes Drives spin up and the amber hard drive activity LEDs over the front panel display extinguish and then flash...

Page 24: ...ts and messages appear The screen prompts may be accompanied by a single beep 2 Observe the screen for any error messages and listen for POST beep codes When POST completes the server beeps once If th...

Page 25: ...al support Table 1 POST beep codes ATTENTION Some POST beep codes are fatal and may require that you replace the Single Board Card SBC See the table below for more information about beep codes Beep co...

Page 26: ...r Exception Interrupt Error The CPU on the processor board generated an exception interrupt 8 Display Memory Read Write Error The system video adapter is either missing or its memory is faulty Note Th...

Page 27: ...ics from SCSI BIOS The results from the SCSI controller diagnostics appear after the POST results Applicable cards Results of the startup diagnostics appear only if you have the following cards instal...

Page 28: ...he monitor for failures 4 Refer to the Troubleshooting Guide 555 7101 501 for other suggestions If you still cannot determine the cause of the startup failure call your Nortel technical support repres...

Page 29: ...lot system 1002rp Server Maintenance and Diagnostics 29 5 Refer to the Troubleshooting Guide 555 7101 501 for other suggestions If you still cannot determine the cause of the startup failure call your...

Page 30: ...Troubleshooting your CallPilot system Standard 1 11 30 CallPilot...

Page 31: ...p Server Maintenance and Diagnostics 31 C h a p t e r 4 Using Windows online diagnostic tools In this chapter Overview 32 Viewing event logs 33 Using TCP IP diagnostic tools 38 Using the chkdsk utilit...

Page 32: ...c tools provided by the Windows server software Use the following tools when a serious problem prevents the use of the CallPilot diagnostic tools that are available in CallPilot Manager Windows Event...

Page 33: ...es appear on the monitor the message may contain information about an event or a fault may have occurred To determine what happened you can use the following diagnostic tools Windows Event Viewer on t...

Page 34: ...follows To use the operating system Event Viewer Log type Description System Logs events by Windows components including RRAS or other Windows services Security Logs security events such as logons log...

Page 35: ...2007 Using Windows online diagnostic tools 1002rp Server Maintenance and Diagnostics 35 1 Click Start Programs Administrative Tools Event Viewer Result The Event Viewer window appears Figure 1 Event...

Page 36: ...d 1 11 36 CallPilot 2 To view a log click the type of the log in the left pane of the window The following illustration shows an example of the Application Log Figure 2 Application log The following i...

Page 37: ...es major or critical errors indicates minor errors and indicates information 4 To determine the cause of the error select and then double click the error Result A description of the error appears in a...

Page 38: ...pter ipconfig ping tracert arp nbtstat netstat These utilities help you to verify network connectivity test the network interface and isolate any configuration problems The ipconfig command The ipconf...

Page 39: ...from Windows 1 Click Start Programs Accessories Command Prompt Result The Command Prompt window appears 2 At the Command prompt type ipconfig parameters Example ipconfig all 3 Press Enter Result The s...

Page 40: ...sions Parameter Description t Pings the specified host until interrupted a Resolves addresses to host names n count Specifies the number of echo requests to send l size Sends buffer size f Sets Don t...

Page 41: ...ion How tracert works The tracert utility follows several steps to complete its task Tracert sends Internet Control Message Protocol ICMP echo packets with varying Time To Live TTL values to the desti...

Page 42: ...Command Prompt Result The Command Prompt window appears 2 At the Command prompt type the following command tracert d h maximum_hops j host_list w timeout target_name Example tracert 200 286 0 32 3 Pr...

Page 43: ...f_addr arp d inet_addr if_addr arp a inet_addr N if_addr ARP command parameters Table 5 ARP command parameters Parameter Description a Displays current arp entries by interrogating the current protoco...

Page 44: ...urn to Windows The nbtstat command The nbtstat command displays protocol statistics and current TCP IP connections using NBT Nbtstat command syntax The nbtstat command uses the following syntax nbtsta...

Page 45: ...es 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 Windows computer configured to use WINS...

Page 46: ...rom Windows 1 Click Start Programs Accessories Command Prompt Result The Command Prompt window appears 2 At the Command prompt type nbtstat with the required parameters 3 Press Enter Result The system...

Page 47: ...s Command Prompt Result The Command Prompt window appears 2 At the Command prompt type netstat with the required parameters Parameter Description a Displays all connections and listening ports e Displ...

Page 48: ...Using Windows online diagnostic tools Standard 1 11 48 CallPilot 3 Press Enter Result The system runs the netstat utility 4 Type Exit to exit the Command Prompt window and return to Windows...

Page 49: ...utility will not detect CallPilot file system level errors Note A version of this utility called autocheck automatically runs during Windows startup Output from this utility appears on the blue startu...

Page 50: ...m Windows 1 Click Start Programs Accessories Command Prompt Result The Command Prompt window appears 2 At the Command prompt type chkdsk drive letter for example chkdsk c 3 Press Enter Result The syst...

Page 51: ...nd Diagnostics 51 C h a p t e r 5 Using serial port diagnostic tools In this chapter Overview 52 Shutting down services 53 Conducting TSTSERIO tests 56 Conducting TSTSERIO tests with the loopback plug...

Page 52: ...rial ports when remote access does not work This chapter describes how to run serial port diagnostics on the CallPilot server using the TSTSERIO command Direct the TSTSERIO command to serial ports on...

Page 53: ...op for COM1 testing Routing and Remote Access Services to stop for COM2 testing CallPilot SLEE Service CallPilot MWI Service CallPilot Access Protocol Emulator CallPilot Blue Call Router CallPilot Cal...

Page 54: ...d prompt type net stop service_name and then press Enter Note The quotation marks are required as in the example above Result The system runs the Net Stop command utility 3 Type Exit and then press En...

Page 55: ...ow appears 2 At the Command prompt type sc stop service_name and then press Enter Note The quotation marks are required as in the example above Result The system runs the Service Control command utili...

Page 56: ...Shutting down services on page 53 TSTSERIO command syntax The syntax for the TSTSERIO command is as follows TSTSERIO P comport S subtstname L loops TSTSERIO command parameters Table 9 TSTSERIO command...

Page 57: ...subtstname Optional Specifies a TSTSERIO subtest See the following table for a description of the available subtests L loops Optional Specifies the number of times up to a maximum of 65 535 to execut...

Page 58: ...ndow TSTSERIO external loopback plug subtests The following external loopback subtests are available for the TSTSERIO command For each of these tests an external loopback connector must be used For mo...

Page 59: ...nd from Windows 1 Click Start Programs Accessories Command Prompt Result The Command Prompt window appears 2 At the Command prompt type tstserio with the required parameters and then press Enter For e...

Page 60: ...a emsr and eint subtests 9 pin connector plug The standard serial loopback connector is a female 9 pin D sub connector This connector has the following pins wired together CTS pin 8 wired to RTS pin 7...

Page 61: ...ing Routing and Remote Access Services to restart after COM2 testing CallPilot SLEE Service CallPilot MWI Service CallPilot Access Protocol Emulator CallPilot Blue Call Router CallPilot Call Channel R...

Page 62: ...indow Service Control Start command Use the Service Control Start command to restart a specified service on a serial port The syntax for the Service Control Start command is as follows sc service name...

Page 63: ...ing fault management 64 Alarm Monitor 67 Event Browser 69 Channel and Multimedia Monitors 71 The Maintenance screen 72 Viewing component states 76 Starting and stopping components 79 Running integrate...

Page 64: ...as serious as a faulty MPB96 card switching to disabled status All events are reported to the fault management server a subsystem within the CallPilot server The fault management server enables the Ca...

Page 65: ...aware of a hardware problem when an alarm is raised All hardware faults produce an alarm or series of alarms depending on the problem in the Alarm Monitor Other indications of a hardware problem inclu...

Page 66: ...re Standard 1 11 66 CallPilot call processing difficulties such as busy signals static dropped calls connection problems and cross talk hearing other conversations system administrator logon difficult...

Page 67: ...ng on filtering 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 gen...

Page 68: ...irst Critical or Major alarm Result A description of the event appears in a new web browser window 4 Review the description and recovery action 5 Repeat steps 3 and 4 for more alarms if necessary 6 If...

Page 69: ...e of a problem About events The Event Browser displays events that have been recorded in the server log Each event identifies the time the event occurred the object that generated the event and the ca...

Page 70: ...that occurred near the time the alarm was raised Result A description of the event appears in a new web browser window 4 View the description and recovery action 5 Repeat steps 3 and 4 for more events...

Page 71: ...hat process the calls They are the voice fax and speech recognition channels Disabling call channels If you must take the CallPilot system out of service to perform software or hardware maintenance No...

Page 72: ...switch connectivity type It also provides a tree that when expanded lists the physical and logical hardware components down the left side of the screen To list the server hardware components click the...

Page 73: ...are 1002rp Server Maintenance and Diagnostics 73 Figure 6 Partially expanded tree for 1002rp When you click a component the screen refreshes to show the details about that component Details are divide...

Page 74: ...stop a component before running a diagnostic test This section appears only for components on which you are allowed to perform maintenance administration For more information about working with compo...

Page 75: ...ance activities Note The MGate card and DS30X cable are replaceable If you are having problems with the DS30X link determine if either one or both of these items are causing the problem and need to be...

Page 76: ...ently involved in processing a call Disabled The diagnostic failed Idle The component is working but not currently involved in processing a call InTest A diagnostic is running on the resource or devic...

Page 77: ...The component has been taken out of service at the switch Remote Yellow Alarm A red alarm exists at the receiving device This alarm is sent by the receiving T1 device to CallPilot and it remains in e...

Page 78: ...nce screen appears 3 Click 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 t...

Page 79: ...diagnostic test on it To bring an out of service component back into service you must start it Start and stop components from the Maintenance section on the Maintenance screen ATTENTION Nortel recomm...

Page 80: ...ediately Courtesy stop is the preferred method for taking a component out of service Stop A stop takes the component out of service immediately regardless of whether the component is currently process...

Page 81: ...t tree 4 Continue clicking the plus sign until the component with which you want to work is visible 5 Click the hardware component that you want to start or stop MPB board Takes all call processing re...

Page 82: ...ping all components that is you are taking the entire system down ensure that you inform all administrators desktop messaging users and web messaging users so that they can log off their sessions befo...

Page 83: ...ocessing incoming calls and you are hoping that diagnostic results can tell you why Problems include static dropped calls and cross talk hearing another conversation Before you begin Components that h...

Page 84: ...window see the example on screen 85 In both cases check the Alarm Monitor to determine the reason and the appropriate action to take If the Alarm Monitor and Event Browser do not provide a solution to...

Page 85: ...which you want to run diagnostics Result The Maintenance screen refreshes to show details about the component 6 Scroll down to the Maintenance section and ensure that the component is out of service 7...

Page 86: ...ree 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 Result The Maintenance screen refr...

Page 87: ...January 2007 Using CallPilot Manager to monitor hardware 1002rp Server Maintenance and Diagnostics 87 diagnostic result pass or fail the date and time the test was completed...

Page 88: ...s the calls They are the voice fax and speech recognition channels To view or work with multimedia channel states 1 Run CallPilot Manager and log in 2 In CallPilot Manager click Maintenance Multimedia...

Page 89: ...selected channels change to off duty or idle status according to the action you chose Note If the buttons are not available wait a few seconds for the screen to refresh IF you want to stop or start T...

Page 90: ...switch that carry the call signals to CallPilot To view or work with call channel states 1 Run CallPilot Manager and log in 2 In CallPilot Manager click Maintenance Channel Monitor Result The Channel...

Page 91: ...nels change to off duty or idle status according to the action you chose Note If the buttons are not available wait a few seconds for the screen to refresh IF you want to stop or start THEN all of the...

Page 92: ...Using CallPilot Manager to monitor hardware Standard 1 11 92 CallPilot...

Page 93: ...02rp Server Maintenance and Diagnostics 93 C h a p t e r 7 Using CallPilot system utilities In this chapter Overview 94 Diagnostics Tool 95 PEP Maintenance utility 97 Session Trace 98 System Monitor 1...

Page 94: ...isabled turned on or off PEP Maintenance Displays a list of installed PEPs and enables PEP removal Session Trace Displays detailed information about the activity in a user s mailbox and the state of t...

Page 95: ...to turn off CallPilot startup diagnostics Perform system maintenance Use the Diagnostics Tool to turn on CallPilot startup diagnostics To access the Diagnostics Tool On the Windows desktop click Start...

Page 96: ...Using CallPilot system utilities Standard 1 11 96 CallPilot On the Diagnostics Tool window select Configuration Maintenance Startup Diag Disable...

Page 97: ...ation Task List 555 7101 210 To access the PEP Maintenance utility From the Windows desktop click Start Programs CallPilot System Utilities PEP Maintenance Utility Result The DMI Viewer window appears...

Page 98: ...f a session messages and personal distribution lists restored into a mailbox the last change to the MWI turned on or off or untouched This session information allows an administrator or technician to...

Page 99: ...session you want to view To display a list of all users for the selected Session Type leave the search criteria boxes blank 3 Click Search to initiate the search a If you did not enter any user inform...

Page 100: ...system utilities Standard 1 11 100 CallPilot Result The Session Type information appears at the bottom of the window The following example shows Call Answering session type information Figure 9 Call a...

Page 101: ...sult The CallPilot System Monitor window appears By default the Channel Monitor tab appears on top Click the other tabs to view the information on those tabs Channel Monitor tab The following is an ex...

Page 102: ...Using CallPilot system utilities Standard 1 11 102 CallPilot Figure 10 Channel Monitor with M1 The following is an example of the Channel Monitor tab when connected to a T1 SMDI...

Page 103: ...ally be fully running or in service from a CallPilot perspective Refer to the System Monitor tool Channel Monitor tab for the true status The services listed under Service Name should be either runnin...

Page 104: ...a channel icons CallPilot System Monitor Windows Control Panel equivalent CTMS Service CTMS Server Telephony TAPI Telephony Service MCE SLEE CallPilot SLEE Service MCE Notification CallPilot MWI Servi...

Page 105: ...le DSP DS30X links In the DS30X link 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 Ca...

Page 106: ...ation about the underlying operating system is provided in the top right corner including the server IP addresses PEP information and configured Service DNs are listed in the bottom part of the window...

Page 107: ...January 2007 Using CallPilot system utilities 1002rp Server Maintenance and Diagnostics 107 Figure 13 Legend Help tab...

Page 108: ...Using CallPilot system utilities Standard 1 11 108 CallPilot...

Page 109: ...front bezel and server cover 110 Replacing air filters 114 Replacing the power supply 116 Replacing the SCA SCSI drive cage and fused power cable 119 Replacing the cooling fan 126 Replacing the fuse A...

Page 110: ...access to the server interior remove both the front bezel and the server cover Requirements Before you remove the front bezel and server cover gather the following tools the customer s chassis keys fo...

Page 111: ...gnostics 111 To remove the front bezel Figure 14 Front bezel removed CAUTION Risk of equipment damage Do not attempt to move or lift the server before you have removed the front bezel If the front bez...

Page 112: ...all power cords 3 Loosen the three thumbscrews at the rear of the top cover 4 Remove the server cover by pulling the cover toward the rear of the chassis and then lifting it up and off 5 Clip the lea...

Page 113: ...erver maintenance is complete replace the front bezel Figure 15 Front bezel replaced 1 Align the front bezel with the ball studs located at each faceplate corner 2 Apply pressure evenly until the beze...

Page 114: ...al and are flame retardant Requirements You require the customer s chassis keys for the front bezel To replace the front bezel air filter 1 Remove the front bezel from the chassis See To remove the fr...

Page 115: ...07 Replacing basic chassis components 1002rp Server Maintenance and Diagnostics 115 4 Pivot the wire to trap the filter ensuring that the ends of the wires are pinched inside the door 5 Close and lock...

Page 116: ...ne Phillips screwdriver one antistatic wrist strap the replacement power supply When to hot swap the power supply A green LED indicates that the power supply is working properly If the green LED on th...

Page 117: ...ontact the chassis threads 2 Grasp the molded horizontal handles on the power supply module and pull the power supply module free from the chassis see B in the preceding diagram 3 Align the replacemen...

Page 118: ...tandard 1 11 118 CallPilot Result The power supply LED illuminates green Note If the LED does not illuminate remove and reinstall the power supply with more force If this does not work contact your No...

Page 119: ...are familiar with CallPilot and RAID should attempt this procedure A full system backup and RAID drive consistency check must be performed prior to replacing the SCSI power cable These can both be per...

Page 120: ...gs Note If your settings do not match those in the table stop and contact your next level of support for assistance before continuing 4 Check that all drives are marked in green and Online Note If the...

Page 121: ...drive until all three drives have been checked for consistency This may take up to 2 hours to complete If any data consistency errors are detected they are corrected automatically 6 Perform a full sys...

Page 122: ...Replacing basic chassis components Standard 1 11 122 CallPilot Figure 17 Bezel cover on chassis front 11 Remove the 4 Phillips head screws from each corner of the SCSI disk drive cage...

Page 123: ...Diagnostics 123 Figure 18 Chassis front with bezel removed 12 Carefully remove the SCSI drive cage from the chassis to provide access to the internal cable assemblies Figure 19 SCSI drive cage attache...

Page 124: ...o T board Note Leave all other cable assemblies connected Do not damage or disconnect other components on the SCA backplane 14 Replace the original SCSI power cable with the new cable Securely attach...

Page 125: ...s 1002rp Server Maintenance and Diagnostics 125 Figure 21 Product label location on chassis 17 Replace the bezel cover on the front of the chassis 18 Reconnect the AC or DC mains power 19 Reboot the C...

Page 126: ...turns red the fan requires replacement To hot swap a cooling fan 1 Remove the front bezel 2 Use the front panel display LED to locate the defective fan 3 Loosen the thumbscrew located on the outside...

Page 127: ...module horizontally away from the display and toward the rack rail see B in the diagram Result The module power connector unseats from the power connector located behind the display and LEDs 5 Slide t...

Page 128: ...sert the tabs into the supporting slots of the chassis 7 Slide the cooling fan module toward the front panel display and into position Result The fan module connects with slight resistance The fans ro...

Page 129: ...Two different types of fuses exist one for North America and one for international use Ensure that the fuse you are replacing has been approved by Nortel for your region a flat blade screwdriver To re...

Page 130: ...ade screwdriver to screw in the fuse receptacle with a push and 1 4 clockwise turn 8 Slide the fuse receptacle back into its chamber 9 Fasten the fuse receptacle with a flat blade screwdriver 10 Plug...

Page 131: ...g the alarm board or panel display gather the following tools a Phillips screwdriver an antistatic wrist strap the replacement components To replace the alarm board 1 Power off the server 2 Loosen the...

Page 132: ...to the carrier by two Phillips head screws Remove the defective alarm board from the carrier 5 Secure the replacement alarm board to the carrier using two Phillips head screws 6 Align the carrier with...

Page 133: ...d The jumpers on the alarm board enable or disable sensing and display functions This section describes the features that are enabled or disabled by setting jumpers on the alarm board The default and...

Page 134: ...Replacing basic chassis components Standard 1 11 134 CallPilot Figure 25 Jumpers on alarm board Jumper descriptions JP6 do not change Leave the jumper installed on JP6 G101730 JP5 JP4 JP3 Jumper JP6...

Page 135: ...umper on jumper block 1 JP5 Ensure that the functioning power supply is installed in the upper power bay JP4 Not used JP3 LED display Install a jumper on jumper block 1 JP3 to configure the alarm boar...

Page 136: ...panel 1 Power off the server 2 Remove the top cover and the front bezel from the chassis 3 Remove the cooling fans see Replacing the cooling fan on page 126 The cooling fans block the access to the st...

Page 137: ...he back of the status display panel 6 Move the defective status display panel towards the back of the chassis and then lift it out of the chassis see B and C in the diagram 7 Set the replacement statu...

Page 138: ...Replacing basic chassis components Standard 1 11 138 CallPilot...

Page 139: ...C h a p t e r 9 Replacing media drives In this chapter Replacing a faulty hard drive 140 About the media drive bay 144 Removing the media drive carrier from the chassis 145 Replacing a tape CD ROM or...

Page 140: ...d drives can be hot swapped on the 1002rp server Note Identify which hard drive to remove using the Windows Event Viewer see Viewing event logs on page 33 The appearance of event codes such as 40211 d...

Page 141: ...SI drive bay channel and ID configurations in the hot swappable drive bay The SCSI backplane assigns the SCSI IDs as shown Table 16 RAID SCSI hard drive configurations Hard drive bay SCSI channel SCSI...

Page 142: ...the chassis 6 far right 1 2 A03 02 secondary hard drive a RAID pairs logical drives consist of the following pairs hard drives 1 and 4 2 and 5 and 3 and 6 These pairs are represented in the software...

Page 143: ...loosening the four Phillips head screws that secure it to the carrier 6 Attach the new drive to the carrier by four Phillips head screws 7 Align the carrier with the drive frame and slide it into the...

Page 144: ...s become damaged or you want to upgrade you can replace these drives This section provides procedures for replacing or upgrading any device in the media drive bay To replace media drives Perform the p...

Page 145: ...the media drive carrier from the media drive bay Requirements To remove the media drive carrier from the media drive bay you require the following keys for the front bezel doors a Phillips screwdrive...

Page 146: ...n this section Where no media device is installed a blank panel is secured to the media drive carrier for protection Media drive carrier slot assignment The carrier is designed to stack three devices...

Page 147: ...server cover on page 110 2 Locate the media drive carrier and loosen the four Phillips head screws and washers securing the carrier to the drive bay as shown in Figure 30 on page 148 DANGER Risk of e...

Page 148: ...from the chassis until the connectors attached behind the components can be reached 4 Label and disconnect cables from installed media drives and then free the carrier from the chassis CAUTION Risk o...

Page 149: ...r To replace a media drive 1 Remove the media drive carrier from the chassis see Removing the media drive carrier from the chassis on page 145 2 Remove the faulty drive from the media drive carrier an...

Page 150: ...Replacing media drives Standard 1 11 150 CallPilot Figure 31 Replace media drive step 1 G101739...

Page 151: ...ed 5 Reattach any media drives that you removed to access a specific media drive slot 6 Position the media drive carrier in the media drive bay leaving enough room to reach behind the carrier and atta...

Page 152: ...Replacing media drives Standard 1 11 152 CallPilot 9 Secure the media drive carrier to the chassis with four Phillips head screws 10 Replace and lock the front bezel...

Page 153: ...3 Installing a tape drive This procedure provides instructions for installing a tape drive on a server that currently does not have a tape drive Figure 33 Cabling example To configure the tape drive G...

Page 154: ...TPWR 5 Leave the remaining settings at the default values To install a new tape drive no tape drive previously installed 1 Courtesy down CallPilot and then power down the server 2 Ensure that the tap...

Page 155: ...the connectors 8 Carefully connect the existing signal and power cables as shown in Cabling example on page 153 9 Slide the carrier into the media drive bay Note Ensure that the cables are free and u...

Page 156: ...Replacing media drives Standard 1 11 156 CallPilot...

Page 157: ...rations In this chapter Outlining RAID functions 158 Configuring RAID firmware driver and power console 159 Replacing the LSI1600 card with LSI320 2 161 Configuring the RAID controller after a hardwar...

Page 158: ...fault tolerance and continued system performance The CallPilot RAID controller is a PCI RAID SCSI card that provides high performance disk mirroring CallPilot uses RAID Level 1 With Level 1 mirroring...

Page 159: ...tion Table 17 on page 159 shows the accepted and tested combinations for Windows 2003 Table 17 RAID driver firmware and Power console configuration To determine the current RAID firmware version 1 Lau...

Page 160: ...s Standard 1 11 160 CallPilot 4 If the configuration is not one of the valid configuration in Table 17 on page 159 perform a firmware update For instructions see Replacing the LSI1600 card with LSI320...

Page 161: ...to Disabled c Select Objects Channel and ensure channel speed is 160M Default for LSI320 is 320M d Repeat for all channels 3 Exit the utility and reboot the server 4 Set the server to boot from CD 5 I...

Page 162: ...irectory Double click on it then select Driver Result You are asked to choose the Upgrade Driver 11 Point to the c raidup Win2k3 folder 12 The system asks you to reboot Result The system reboots to Wi...

Page 163: ...prompted during system bootup Note The Ctrl M utility can take up to 1 minute to launch The system may appear frozen Do not reset 2 From the Management menu select Objects and press Enter CAUTION Risk...

Page 164: ...6 secs Cache Flush Timings Every 4 seconds Rebuild Rate 30 Alarm Control Enabled Other Adapter Options Emulation Mass Storage Auto Rebuild Disabled Initiator ID 7 Cluster Mode Disabled Multiple PCI De...

Page 165: ...he second and third logical drives to create packs as follows A02 01 and A02 02 as second pack A03 01 and A03 02 as third pack 14 Press Enter or F10 to configure the logical drives 15 Press the space...

Page 166: ...cutively select YES to initialize the drive packs 23 When the initialization is complete press any key to return to the Management menu 24 Press ESC to exit the utility Save the configuration when pro...

Page 167: ...the first three hard drives on the left as facing the machine and channel 2 is connected to the last three on the right Either open the lid and follow the cables or take one hard drive offline and obs...

Page 168: ...e up to 2 hours to complete To perform a consistency check 1 Restart the CallPilot system and press Ctrl M when prompted to enter the RAID setup utility during bootup 2 From the Management Console sel...

Page 169: ...A warning message box appears Ignore it and select Yes The drive status changes to FAILED The alarm should start beeping 5 Repeat this process for the remaining two drives present on Channel 2 6 Press...

Page 170: ...Standard 1 11 170 CallPilot At this point the RAID is split and the drives marked FAILED become the backup drives and are no longer written to A PEP installation can now be done without impact to the...

Page 171: ...ult When all three drives are rebuilt a All three drive status changes to ONLINE b The color of the icons changes to green c The alarm should stop beeping unless it was temporarily silenced Note The p...

Page 172: ...nel 2 online the drives on which the previous CallPilot release is installed a Select Objects Physical Drive b Select CH2 ID0 A01 02 and press Enter c Select Make Online and press Enter d Select Yes t...

Page 173: ...r Maintenance and Diagnostics 173 C h a p t e r 1 1 Upgrading to High Capacity In this section Board and card configuration for High Capacity 174 Identifying hardware components 176 Upgrading to High...

Page 174: ...y system for the supported switches Table 18 Board and card configurations for the T1 switch Table 19 Board configurations for the M1 CS1000 switch Taking safety precautions Before you make any change...

Page 175: ...o High Capacity 1002rp Server Maintenance and Diagnostics 175 Power the system OFF Do not drop and leave screws inside the server Do not drop hard objects such as screwdrivers inside the server as thi...

Page 176: ...Upgrading to High Capacity Standard 1 11 176 CallPilot Identifying hardware components Figure 34 shows the arrangement of slots in a 1002rp server chassis Figure 34 1002rp server chassis...

Page 177: ...uary 2007 Upgrading to High Capacity 1002rp Server Maintenance and Diagnostics 177 Figure 35 shows the layout of jumpers and switches on the D 480JCT 2T1 PCI T1 board Figure 35 D 480JCT 2T1 PCI T1 boa...

Page 178: ...l peripheral devices 3 Disconnect the following cables a power cable b peripheral device cable c D 480JCT 2T1 cables ATTENTION You must use one of the valid configurations and respect the slot map or...

Page 179: ...Intel D 480JCT 2T1 PCI cards For jumper location see Figure 35 on page 177 8 Plug the first additional MPB96 card into PCI slot 6 9 On the first additional Intel D 480JCT 2T1 PCI card a Set the card...

Page 180: ...ears 18 Wait 10 minutes for the server to return to full service 19 Click Next 20 Select the presented Nortel MPB driver and click Next 21 Repeat the previous two steps each time the Windows New Hardw...

Page 181: ...upgrade to High Capacity is complete 24 Restart the server 25 When the server is back in full service test the multimedia channels to ensure the new boards and cards are functioning properly Refer to...

Page 182: ...the CT Bus cable if present 6 Ensure that there is an existing MPB96 board in PCI slot 3 this is standard for a 96 channel configuration 7 Plug the first additional MPB96 board into PCI slot 6 8 Plug...

Page 183: ...Windows Result The Windows New Hardware Found Wizard screen appears 15 Wait 10 minutes for the server to return to full service 16 Click Next 17 Select the presented Nortel MPB driver and click Next 1...

Page 184: ...High Capacity is complete 21 Restart the server 22 When the server is back in full service test the multimedia channels to ensure the new boards are functioning properly Refer to Testing the CallPilo...

Page 185: ...1002rp Server Maintenance and Diagnostics 185 C h a p t e r 1 2 Replacing voice processing boards In this chapter DSP numbering and location 186 Replacing an MPB96 board 187...

Page 186: ...programs such as the Maintenance page in CallPilot Manager Each DSP supports up to eight multimedia channels DSP numbering on MPB96 boards The MPB96 board has 12 embedded DSPs MPC 8 cards are not requ...

Page 187: ...CallPilot channels 2 Power down the server and all peripheral devices 3 Disconnect the following cables a power cable b peripheral device cables c DS30X cables Meridian 1 and Succession 1000 only 4 R...

Page 188: ...able 12 Replace the server cover 13 Replace the front bezel and lock it 14 Reconnect the peripheral device and power cables 15 Reconnect the DS30X cable to the faceplate of the MPB96 board Note Ensure...

Page 189: ...aintenance and Diagnostics 189 19 When the server is back in full service test the multimedia channels to ensure the new MPB96 board is functioning properly Refer to Testing the CallPilot installation...

Page 190: ...Replacing voice processing boards Standard 1 11 190 CallPilot...

Page 191: ...1002rp Server Maintenance and Diagnostics 191 C h a p t e r 1 3 Replacing the D 480JCT 2T1 T1 interface card In this chapter D 480JCT 2T1 card function 192 Replacing the D 480JCT 2T1 card 192...

Page 192: ...ll control signals between CallPilot and the SL 100 or DMS 100 switch Replacing the D 480JCT 2T1 card If you determine that a problem exists with your card replace it You must identify the type of car...

Page 193: ...g the card 7 Remove the CT Bus cable 8 Free the card from the faceplate by loosening the screw 9 Lift the card out of the slot and set it aside 10 Unpack the replacement D 480JCT 2T1 card and configur...

Page 194: ...he CT Bus cable 15 Replace the chassis cover 16 Power up the server Manually setting T1 card manual termination jumpers Manually set T1 card manual termination jumpers only on the last card at the end...

Page 195: ...195 Figure 37 D 480JCT 2T1 card To test the D 480JCT 2T1 card Test the D 480JCT 2T1 card using the Universal Dialogic Diagnostic UDD utility Note Before running this utility you must stop essential se...

Page 196: ...efer to To start or stop a component on page 81 for instructions Figure 38 Component services 2 Click Start Programs Intel Dialogic System Universal Dialogic Diagnostics Utility Result The Intel Warni...

Page 197: ...480JCT 2T1 T1 interface card 1002rp Server Maintenance and Diagnostics 197 Result The Universal Intel Dialogic Diagnostics screen appears Figure 40 Universal Intel Dialogic Diagnostics 4 Click Select...

Page 198: ...CallPilot Result The Test Progress window appears Figure 41 Dialogic Test Progress 5 Click Done when the tests are complete Save any error information 6 Restart the CallPilot HAL Monitor service Refe...

Page 199: ...a p t e r 1 4 Maintaining the Pentium III SBC card In this chapter Overview 200 Replacing the Pentium III SBC card 201 Configuring the 1002rp Pentium III BIOS 205 Replacing inline memory modules 208 M...

Page 200: ...BC card The SBC card is always installed in the SBC slot located between the ISA expansion slots and the PCI slots on the backplane Refer to Figure 42 on page 200 for SBC card location Figure 42 SBC c...

Page 201: ...uctions for replacing the SBC card Requirements Before you replace the SBC card gather the following tools one Phillips head screwdriver one antistatic wrist strap the replacement SBC card cable label...

Page 202: ...tium III SBC card Standard 1 11 202 CallPilot Figure 43 SBC card connectors and jumpers G101650 JU9A JU8 JU10 JU11 JU12 JU15 JU9 JU19 JU16 P13 Tape drive P3 Floppy drive P11 CD ROM drive P6 COM1 P7 CO...

Page 203: ...en the SBC and pull it up from the backplane Note You can now do the following Replace the SBC with a new card To replace it continue with step 9 Increase RAM by adding DIMM s to the card See To add a...

Page 204: ...1 204 CallPilot 12 Install the new I O bracket 13 Fasten the I O bracket using the screw provided 14 Remove the labels attached to all connectors and reconnect them to the card See SBC card connectors...

Page 205: ...ot server is shipped to the customer with the required minimum BIOS vintage so an upgrade is only necessary if Nortel deems this necessary to solve a system problem The minimum release BIOS for CallPi...

Page 206: ...Firmware etc and then press Enter 6 Press 1 to select Update 1002rp BIOS to version NNCXUA07 and then press Enter Result The system prompts you to confirm that the single board computer SBC is a SLE m...

Page 207: ...er down the server remove the single board computer SBC board and set the jumpers to the correct position Follow the electrostatic discharge ESD rules to prevent static electricity from damaging the S...

Page 208: ...base CallPilot has one 512 Mbyte DIMM installed in Bank 1 No other memory configurations are supported on this server Requirements To add a DIMM to the card you require the following an antistatic wri...

Page 209: ...ay from its slot Store it in an antistatic package 4 Orient the DIMM so that the two notches in the bottom edge of the DIMM align with the keyed slot 5 Insert the bottom edge of the DIMM into the slot...

Page 210: ...s fail they cannot be replaced by add in video cards in the expansion slots Indicators for video card failure If the monitor appears to be functioning but no display is visible look for the following...

Page 211: ...backplane SCSI 141 bezel front 110 removal of 111 replacement of 112 BIOS requirements for upgrading 205 boot failure CallPilot what to do 28 Windows what to do 28 C call channels disabling 71 working...

Page 212: ...ot Manager maintenance activities 75 dependencies 65 diagnostics that can be run 84 diagnostics eligible 83 list 72 replacing 19 states Alert icons 77 description 76 77 viewing 78 configure the Pentiu...

Page 213: ...42 hard drives when to hot swap 140 hardware problems detecting 65 I indicators 210 integrated diagnostics running 84 85 troubleshooting failures 84 when to run 83 ipconfig command 38 flags and descri...

Page 214: ...ormats 24 power supply hot swap 116 Power On Self Test See POST Q quitting system 53 R RAID 158 RAID firmware upgrading 161 RAID system configuration 163 configuring 163 Redundant Array of Independent...

Page 215: ...placement of 149 TCP IP diagnostics 38 arp 43 ipconfig 38 nbtstat 44 netstat 47 ping 40 tracert 41 tracert command 41 parameters and descriptions 42 running from Windows 42 syntax 42 trademarks 2 TSTS...

Page 216: ...Index Standard 1 11 216 CallPilot...

Page 217: ......

Page 218: ...commendations 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...

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