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Nortel CallPilot 1001rp, Installation And Configuration Manual

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Troubleshooting your CallPilot system

Standard 1.0

20

CallPilot

Overview

Introduction

This chapter describes troubleshooting methods and resources for major 
problems with the CallPilot server, such as an inability to startup the server.

The topics are divided as follows:

Section A: “Startup diagnostics” on page 21

Section B: “Troubleshooting startup problems” on page 35

See also

Additional documentation and resources are available for troubleshooting 
your CallPilot system, as follows:

Chapters 3 to 6 of this guide, which describe additional diagnostic tools.

These diagnostic tools can only be used if you are able to start up the 
CallPilot server. See “Resolving system problems” on page 14 for more 
details.

CallPilot Administrator’s Guide

 (NTP 555-7101-301)

See “Using the CallPilot Administrator’s Guide” on page 15 for more 
details.

CallPilot Troubleshooting Reference

This guide is written for Nortel Networks distributors and technical 
support representatives, and therefore is not part of the customer 
documentation package. See “Using the CallPilot Troubleshooting 
Reference” on page 15 for more details.

Summary of Contents for CallPilot 1001rp

Page 1: ...CallPilot Installation and Configuration Part 5 1001rp Server Maintenance and Diagnostics Product release 2 0 Standard 1 0 October 2002 555 7101 218...

Page 2: ...P0949455...

Page 3: ...d call messaging between the CallPilot server and the Meridian 1 switch or Succession CSE 1000 system is proprietary to Nortel Networks Any other use of the data and the transmission process is a viol...

Page 4: ...rk of Seagate Software Inc DEFINITY is a trademark of Avaya Inc DIALOGIC is a trademark of Dialogic Corporation EUDORA is a trademark of Qualcomm EXCHANGE NET INTERNET EXPLORER LINKEXCHANGE MICROSOFT...

Page 5: ...1rp Server Maintenance and Diagnostics v Publication history October 2002 Standard 1 0 of CallPilot Installation and Configuration Part 5 1001rp Server Maintenance and Diagnostics is issued for genera...

Page 6: ...vi CallPilot Publication history Standard 1 0...

Page 7: ...Interpreting POST diagnostics 26 Interpreting startup diagnostics from SCSI BIOS 34 Section B Troubleshooting startup problems 35 What to do when the server fails to boot into service 36 3 Using Wind...

Page 8: ...grated diagnostics 101 Viewing the last diagnostic results 106 Section C Working with the Multimedia and Channel Monitors 109 Working with the Multimedia Monitor 110 Working with the Channel Monitor 1...

Page 9: ...aining an AcceleRAID352 RAID system 179 Installing AcceleRAID352 RAID Global Array Manager software 180 Rebuilding an AcceleRAID352 RAID hard drive 181 Configuring an AcceleRAID352 RAID system 185 To...

Page 10: ...card 296 Replacing the Pentium II SBC card 298 Upgrading the BIOS 301 Replacing a Pentium II with a Pentium III SBC card 316 14 Maintaining the Pentium III SBC card 331 Overview 332 Replacing the Pent...

Page 11: ...art 5 1001rp Server Maintenance and Diagnostics 11 C h a p t e r 1 About this guide In this chapter Maintenance and diagnostics overview 12 Resolving system problems 14 Replacing hardware components 1...

Page 12: ...intended to act as a guide for using system tools to identify the cause of system problems installing replacing or upgrading hardware components This guide assumes that you have basic computing skills...

Page 13: ...lPilot server chapter in Part 1 of the CallPilot Installation and Configuration binder explains how to restart shut down and power up the CallPilot server You may be asked to perform one or more of th...

Page 14: ...g this guide This guide provides instructions for using the resources provided by your 1001rp server as follows To See interpret POST codes and troubleshoot startup problems Chapter 2 Troubleshooting...

Page 15: ...allPilot Troubleshooting Reference describes symptoms that can appear on all CallPilot server platforms and ways to resolve them Nortel Networks continually updates the CallPilot Troubleshooting Refer...

Page 16: ...About this guide Standard 1 0 16 CallPilot server to network connection problems remote access connection problems CallPilot application problems...

Page 17: ...y cooling fan fuse alarm board status display panel Chapter 7 Replacing basic chassis components on page 127 a hard drive tape drive CD ROM drive or floppy disk drive Chapter 8 Replacing a hard drive...

Page 18: ...formation required tools and equipment recommended safety precautions for electrostatic discharge handling cards and handling your server instructions for shutting down your 1001rp server or for takin...

Page 19: ...Overview 20 Section A Startup diagnostics 21 Startup diagnostics overview 22 Basic hardware check 23 Power On Self Test diagnostics 24 Interpreting POST diagnostics 26 Interpreting startup diagnostics...

Page 20: ...your CallPilot system as follows Chapters 3 to 6 of this guide which describe additional diagnostic tools These diagnostic tools can only be used if you are able to start up the CallPilot server See R...

Page 21: ...1rp Server Maintenance and Diagnostics 21 Section A Startup diagnostics In this section Startup diagnostics overview 22 Basic hardware check 23 Power On Self Test diagnostics 24 Interpreting POST diag...

Page 22: ...tartup diagnostics on the 1001rp server Types of startup diagnostic The following types of startup diagnostics are available on the server Basic hardware check LEDs and so on Power On Self Test POST d...

Page 23: ...Cooling 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 flas...

Page 24: ...s are included in this section for reference purposes countdown codes displayed during normal BIOS POST To run the Power On Self Test 1 Power up the CallPilot server and monitor Result After a few sec...

Page 25: ...lPilot system Part 5 1001rp Server Maintenance and Diagnostics 25 Record the message that appears on the monitor and the beep code that you hear This information is useful if you need assistance from...

Page 26: ...equal in length Record the beep code sequence before calling Nortel Networks technical support ATTENTION Some POST beep codes are fatal and may require that you replace the SBC See the table below fo...

Page 27: ...Ms 1 One short beep before boot Beep code POST code Description test point 1 1 1 3 02 Verify Real Mode 1 1 2 1 04 Get CPU type 1 1 2 3 06 Initialize System Hardware 1 1 3 1 08 Initialize chipset regis...

Page 28: ...size DRAM 1 3 3 3 2A Clear 512 kbytes base RAM 1 3 4 1 2C Test 512 base address lines 1 3 4 3 2E Test 512 kbytes base memory 1 4 1 3 32 Test CPU bus clock frequency 1 4 2 1 34 CMOS RAM read write fail...

Page 29: ...nitialize PCI bus and devices 2 1 3 3 4A Initialize all video adapters in system 2 1 4 1 4C Shadow video BIOS ROM 2 1 4 3 4E Display copyright notice 2 2 1 1 50 Display CPU type and speed 2 2 1 3 52 T...

Page 30: ...uration errors 2 4 2 1 74 Test real time clock 2 4 2 3 76 Check for keyboard errors 2 4 4 1 7C Set up hardware interrupts vectors 2 4 4 3 7E Test coprocessor if present 3 1 1 1 80 Disable onboard I O...

Page 31: ...adow option ROMs 3 2 4 1 9C Set up Power Management 3 2 4 3 9E Enable hardware interrupts 3 3 1 1 A0 Set time of day 3 3 1 3 A2 Check key lock 3 3 3 1 A8 Erase F2 prompt 3 3 3 3 AA Scan for F2 key str...

Page 32: ...ror 4 2 3 1 D8 Shutdown error 4 2 3 3 DA Extended Block Move 4 2 4 1 DC Shutdown 10 error 4 2 4 3 DE Keyboard Controller Failure most likely problem is with RAM or cache unless no video is present 4 3...

Page 33: ...001rp Server Maintenance and Diagnostics 33 4 3 3 3 EA Read in bootstrap code 4 3 3 4 EB Initialize all vectors 4 3 4 1 EC Boot the Flash program 4 3 4 2 ED Initialize the boot device 4 3 4 3 EE Boot...

Page 34: ...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 adapter cards installed on your sys...

Page 35: ...002 Troubleshooting your CallPilot system Part 5 1001rp Server Maintenance and Diagnostics 35 Section B Troubleshooting startup problems In this section What to do when the server fails to boot into s...

Page 36: ...ment and it is made available on the Nortel Networks Partner Information Center web site at http www my nortelnetworks com Note If you are not a distributor contact your Nortel Networks technical supp...

Page 37: ...o the CallPilot Troubleshooting Reference for other suggestions Nortel Networks continually updates this document and it is made available on the Nortel Networks Partner Information Center web site at...

Page 38: ...Troubleshooting your CallPilot system Standard 1 0 38 CallPilot...

Page 39: ...Diagnostics 39 C h a p t e r 3 Using Windows NT online diagnostic tools In this chapter Overview 40 Viewing event logs 42 Checking hardware using Windows NT Diagnostics 47 Using TCP IP diagnostic too...

Page 40: ...t are available in CallPilot Manager Windows NT Event Viewer The Windows NT 4 0 Event Viewer provides event logs to help you diagnose and debug system problems Windows NT Diagnostics The Windows NT 4...

Page 41: ...fy network connectivity They help you to thoroughly test the network interface and isolate any configuration problems Network connectivity is essential to CallPilot operation chkdsk utility The chkdsk...

Page 42: ...fault has occurred To determine what happened you can use the following Windows NT Event Viewer on the 1001rp server see To use the Windows NT Event Viewer on page 44 CallPilot Event Browser or Alarm...

Page 43: ...ing the Windows NT Event Viewer click Help Contents in the Event Viewer window See also To use the Windows NT Event Viewer on page 44 Log type Description System Logs events by Windows NT 4 0 componen...

Page 44: ...nline diagnostic tools Standard 1 0 44 CallPilot To use the Windows NT Event Viewer 1 Click Start Programs Administrative Tools Event Viewer Result The Event Viewer window appears Note The System Log...

Page 45: ...45 2 To view the Application Log click Log Application Result The Application Log similar to the following window appears 3 Look for error codes flagged with or that have occurred since the last star...

Page 46: ...appears Note The following Event Detail dialog box is an example of an error description from the Application Log 5 Use the description to help determine how to resolve errors Note If the error persis...

Page 47: ...Windows NT Diagnostics Introduction The Windows NT 4 0 Diagnostics window allows you to view details about the system and network components To use the Windows NT 4 0 Diagnostics tool 1 Log on to Wind...

Page 48: ...HAL BIOS information Processors Display BIOS information Adapter Driver Drives Drives by type or letter To view specific details select a drive and then click Properties to view details for the drive...

Page 49: ...bout the resources available on the system IRQ I O Port DMA Memory Devices To view specific details select a resource and then click Properties Environment Variable and value for both system and local...

Page 50: ...2 tracert page 53 arp page 55 nbtstat page 56 netstat page 58 These utilities help you to verify network connectivity Network connectivity is essential to CallPilot operation These utilities help you...

Page 51: ...S command prompt window Result The MS DOS Command Prompt window appears 2 At the MS DOS prompt type ipconfig with appropriate parameters Example ipconfig all 3 Press Enter Result The system runs the i...

Page 52: ...host list k host list w timeout destination list Parameter Description t Pings the specified host until interrupted a Resolves addresses to host names n count Specifies the number of echo requests to...

Page 53: ...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 destination Each rout...

Page 54: ...mand tracert d h maximum_hops j host_list w timeout target name Example tracert 200 286 0 32 210 200 236 0 04 3 Press Enter Result The system runs the tracert utility 4 Type Exit to exit MS DOS and re...

Page 55: ...plays current arp entries by interrogating the current protocol data If inet_addr is specified the IP and physical addresses for only the specified computer appear If more than one network interface u...

Page 56: ...indows NT 4 0 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 nbtstat...

Page 57: ...ypes 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 NT computer configured to use...

Page 58: ...ax netstat a e n s p proto r interval Parameter Description a Displays all connections and listening ports e Displays Ethernet statistics This can be combined with the s option n Displays addresses an...

Page 59: ...nd from Windows NT 4 0 1 Click Start Programs Command Prompt to display the MS DOS command prompt window Result The MS DOS Command Prompt window appears 2 At the MS DOS prompt type netstat with the re...

Page 60: ...s NT file system level CallPilot can still be affected by problems at the CallPilot file system level Note A version of this utility called autocheck automatically runs during Windows NT startup Outpu...

Page 61: ...from Windows NT 4 0 1 Click Start Programs Command Prompt to display the MS DOS command prompt window Result The MS DOS Command Prompt window appears 2 At the MS DOS prompt type chkdsk drive letter f...

Page 62: ...Using Windows NT online diagnostic tools Standard 1 0 62 CallPilot...

Page 63: ...ce and Diagnostics 63 C h a p t e r 4 Using serial port diagnostic tools In this chapter Overview 64 Shutting down services 65 Conducting TSTSERIO tests 67 Conducting TSTSERIO tests with the loopback...

Page 64: ...the serial 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 por...

Page 65: ...ervices to stop for COM 1 testing Routing and Remote Access Service Services to stop for COM 2 testing CallPilot SLEE Service CallPilot MWI Service CallPilot Access Protocol Emulator CallPilot Blue Ca...

Page 66: ...display the MS DOS command prompt window Result The MS DOS Command Prompt window appears 2 At the MS DOS prompt type net stop service_name and then press Enter For example type net stop Routing and Re...

Page 67: ...rvices See Shutting down services on page 65 TSTSERIO command syntax The syntax for the TSTSERIO command is as follows TSTSERIO P comport S subtstname L loops CAUTION Risk of communications loss By st...

Page 68: ...ption of the available subtests L loops Optional Specifies the number of times up to a maximum of 65 535 to execute the requested test The default number of tests is 1 A value of 0 infinitely loops un...

Page 69: ...n press Enter 3 Type Exit and then press Enter to exit MS DOS TSTSERIO external loopback plug subtests The following external loopback subtests are available for the TSTSERIO command For each of these...

Page 70: ...k Start Programs Command Prompt to display the MS DOS command prompt window Result The MS DOS Command Prompt window appears 2 At the MS DOS prompt type tstserio with the required parameters and then p...

Page 71: ...nnector plug for its edata 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...

Page 72: ...1 testing Routing and Remote Access Service Services to restart after COM 2 testing CallPilot SLEE Service CallPilot MWI Service CallPilot Access Protocol Emulator CallPilot Blue Call Router CallPilot...

Page 73: ...1 Click Start Programs Command Prompt Result The MS DOS Command Prompt window appears 2 At the MS DOS prompt type net start service_name and then press Enter For example type net start Routing and Re...

Page 74: ...Using serial port diagnostic tools Standard 1 0 74 CallPilot...

Page 75: ...onitor 80 Event Browser 83 Maintenance page 86 Channel and Multimedia Monitors 87 Section B Working with the Maintenance page 89 Introducing the Maintenance page 90 Viewing component states 94 Startin...

Page 76: ...attempt or as serious as a faulty MPC 8 card switching to disabled status All events are reported to the fault management server a subsystem within the CallPilot server The fault management server ena...

Page 77: ...nitor hardware Part 5 1001rp Server Maintenance and Diagnostics 77 Section A Tools for isolating and fixing hardware problems In this section Overview 78 Alarm Monitor 80 Event Browser 83 Maintenance...

Page 78: ...f switch connected to CallPilot some of these components may not appear on your system Detecting hardware problems Typically you first become aware of a hardware problem when an alarm is raised All ha...

Page 79: ...nostics 79 Other indications of a hardware problem include the following user complaints call processing difficulties such as busy signals static dropped calls connection problems and cross talk heari...

Page 80: ...l events can be reported in the Event Browser depending 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...

Page 81: ...age appears 2 Click the Event Code for the first critical or major alarm Result A description of the event appears in a new web browser window 3 Review the description and recovery action 4 Repeat ste...

Page 82: ...anager to monitor hardware Standard 1 0 82 CallPilot See also For detailed information on how to use the Alarm Monitor refer to the CallPilot Administrator s Guide NTP 555 7101 301 or the CallPilot Ma...

Page 83: ...alarm was raised The event listing can help you determine the root cause of a problem About events The Event Browser displays events that have been recorded in the server log Each event identifies th...

Page 84: ...Click an event that appears to be related to the problem or an event that occurred near the time the alarm was raised Result A description of the event appears in a new web browser window 3 View the d...

Page 85: ...re Part 5 1001rp Server Maintenance and Diagnostics 85 See also For detailed information on how to use the Event Browser for example how to set preferences refer to the CallPilot Administrator s Guide...

Page 86: ...a problem with hardware such as an MPC 8 card MPB board or the DS30X link you can use the Diagnostic section on the Maintenance page You can run a new diagnostic for the component or review the result...

Page 87: ...are or hardware maintenance Nortel Networks recommends that you disable all call channels first There are two ways to disable the call channels Courtesy stop the channels preferred method When you cou...

Page 88: ...Using CallPilot Manager to monitor hardware Standard 1 0 88 CallPilot...

Page 89: ...erver Maintenance and Diagnostics 89 Section B Working with the Maintenance page In this section Introducing the Maintenance page 90 Viewing component states 94 Starting and stopping components 97 Run...

Page 90: ...nance page identifies the server platform and switch connectivity type It also provides a tree that when expanded lists the physical and logical hardware components down the left side of the page To l...

Page 91: ...the details about that component Details are divided into the sections described in the following table Section Description General This section shows general technical information about the selected...

Page 92: ...ormation about working with component states see the following sections Viewing component states on page 94 Starting and stopping components on page 97 Diagnostics Use the Diagnostics section to run o...

Page 93: ...are having problems with the DS30X link determine if either one or both of those items are causing the problem and need to be replaced Time Switch No No No MPCs embedded on MPB boards or on MPC 8 car...

Page 94: ...mponent 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 failed Idle The com...

Page 95: ...it was not allocated in the Configuration Wizard Off Duty The component has been stopped Remote Off Duty The component has been taken out of service at the switch Shutting Down The component is in the...

Page 96: ...lPilot server to expand the component tree 3 Continue clicking the plus sign until the component with which you want to work is visible 4 Click the hardware component with which you want to work Resul...

Page 97: ...service component back into service you must start it Start and stop components from the Maintenance section on the Maintenance page ATTENTION Nortel Networks recommends that if possible you courtesy...

Page 98: ...rred over a regular Stop Stop A Stop takes the component out of service immediately regardless of whether the component is currently processing calls All active calls are dropped Typically you perform...

Page 99: ...t to work is visible 4 Click the hardware component that you want to start or stop Result The Maintenance page refreshes to show details about the component MPB board Takes all call processing resourc...

Page 100: ...topping 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 b...

Page 101: ...allPilot server is having trouble processing incoming calls and you are hoping that diagnostic results can tell you why Problems include static dropped calls and cross talk hearing another conversatio...

Page 102: ...wser window see the example on page 105 In both cases check the Alarm Monitor to determine the reason and the appropriate action to take See Tools for isolating and fixing hardware problems on page 77...

Page 103: ...component with which you want to work is visible 4 Click the hardware component for which you want to run diagnostics Result The Maintenance page refreshes to show details about the component 5 Scrol...

Page 104: ...Diagnostics section Result The following is an example of the Diagnostics section for an MPC 8 card removable MPC 7 Check the check box for each diagnostic that you want to run Note If you want to ru...

Page 105: ...01rp Server Maintenance and Diagnostics 105 8 Click Run Result A new web browser window opens to display the progress and results of the diagnostics Note The Diagnostic Results box in the Diagnostics...

Page 106: ...Admin Result The Maintenance page appears 2 Click the plus sign beside the CallPilot server to expand the component tree 3 Continue clicking the plus sign until the component with which you want to wo...

Page 107: ...5 1001rp Server Maintenance and Diagnostics 107 5 Scroll down to the Diagnostics section Result The following is an example of the Diagnostics section for an MPC 8 card removable MPC 6 Check the check...

Page 108: ...ast Result Result The results appear in the Diagnostic Results box Last diagnostic results The results of the last diagnostic test display the following information in the Diagnostic Results box diagn...

Page 109: ...nager to monitor hardware Part 5 1001rp Server Maintenance and Diagnostics 109 Section C Working with the Multimedia and Channel Monitors In this section Working with the Multimedia Monitor 110 Workin...

Page 110: ...the status of multimedia channels The multimedia channels are the DSP ports that process the calls They are the voice fax and speech recognition channels To view or work with multimedia channel states...

Page 111: ...d to confirm the Courtesy Stop or Stop Click OK The selected channels change to off duty or on duty status according to the action you chose Note If the buttons are not available wait a few seconds fo...

Page 112: ...he connections between the server and the switch that carry the call signals to CallPilot To view or work with call channel states 1 In CallPilot Manager click Maintenance Channel Monitor Result The C...

Page 113: ...d channels change to off duty or on duty status according to the action you chose Note If the buttons are not available wait a few seconds for the page to refresh IF you want to stop or start THEN all...

Page 114: ...Using CallPilot Manager to monitor hardware Standard 1 0 114 CallPilot...

Page 115: ...Part 5 1001rp Server Maintenance and Diagnostics 115 C h a p t e r 6 Using CallPilot system utilities In this chapter Overview 116 Diagnostics Tool 117 PEP Maintenance utility 120 System Monitor 122...

Page 116: ...iagnostics Tool Allows CallPilot startup diagnostics to be enabled or disabled turned on or off PEP Maintenance Displays a list of installed PEPs and enables PEP uninstall System Monitor Displays the...

Page 117: ...ntify hardware problems that may exist when the system and its services are started DSP TimeSwitch MediaBus When you disable startup diagnostics you can save time during system maintenance operations...

Page 118: ...s the Diagnostics Tool On the Windows desktop click Start Programs CallPilot System Utilities Diagnostic Tool Result The Diagnostics Tool window appears To enable startup diagnostics From the Diagnost...

Page 119: ...ol window select Configuration Maintenance Startup Diag Disable ATTENTION Nortel Networks recommends that you leave the startup diagnostics turned on When you disable CallPilot startup diagnostics you...

Page 120: ...alled PEPs on the server and enables you to uninstall PEPS For information on installing or uninstalling PEPs refer to Part 4 of the CallPilot Installation and Configuration binder To access the PEP M...

Page 121: ...list of all installed PEPs 1 Click the component for which you want to display the PEP list 2 Click Show PEPs Result A list of all installed PEPs appears in the left pane 3 If you want to review the...

Page 122: ...es System Monitor Result 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 Tab Description Channe...

Page 123: ...ot perspective The status shown in the Windows NT Services control panel may state that a service is running but it may not actually be fully running or in service from a CallPilot perspective Refer t...

Page 124: ...PC Load Service useful in a DSE system Dialogic CT Media Server Core Service Dialogic CT Media Server ISE Service Call Channel Resource Service Blue Call Router Service Media Resource Service Maintena...

Page 125: ...one DS30X channel The DS30X links connect the CallPilot server to the MGate card in the Meridian 1 switch or Succession CSE 1000 system About the System Info tab The following is an example of the Sy...

Page 126: ...lPilot PEP information and configured Service DNs are listed in the bottom part of the window About the Legend Help tab The following is an example of the Legend Help tab Consult this window for descr...

Page 127: ...ents In this chapter Removing the front bezel and server cover 128 Replacing air filters 132 Replacing the power supply 134 Replacing the cooling fan 137 Replacing the fuse AC system only 140 Replacin...

Page 128: ...rver cover To remove the front bezel see page 129 To remove the server cover see page 130 To replace the front bezel see page 131 Requirements Before removing the front bezel and server cover gather t...

Page 129: ...ont bezel See A in the diagram below 2 Firmly grasp the front bezel by the hand holds on either side of the chassis and pull the front bezel from the chassis CAUTION Risk of equipment damage Do not at...

Page 130: ...e the server cover by pulling the cover toward the rear of the chassis and then lifting it up and off 5 Clip the lead from your ESD wrist strap to an unpainted metal section of the chassis DANGER Risk...

Page 131: ...ance is complete When the CallPilot server maintenance is complete replace the front bezel 1 Align the front bezel with the ball studs located at each faceplate corner See the diagram below 2 Apply pr...

Page 132: ...the 1001rp server one inside each of the two doors of the front bezel and two on the top half of the front bezel They are made of polyester foam material and are flame retardant Requirements You requ...

Page 133: ...en the front doors 2 The air filter is trapped between the inside of the door and the wire The wire pivots near the key lock Pull the wire away from the key lock to free the air filter 3 Remove and re...

Page 134: ...r supply gather the following tools one flat blade screwdriver one Phillips screwdriver one antistatic wrist strap the replacement power supply When to hot swap the power supply A green LED indicates...

Page 135: ...r supply module see A in the diagram below If needed use a flat blade screwdriver The thumbscrew must rotate freely and not contact the chassis threads 2 Grasp the molded horizontal handles on the pow...

Page 136: ...le is secured by its connector Use some force if necessary 5 Secure the power supply module to the chassis with two thumbscrews at the corners of the power supply faceplate Result The power supply LED...

Page 137: ...ction The cooling fan is hot swappable so you can replace the cooling fan without powering down the server When to hot swap the cooling fan When the LED associated with a cooling fan turns red the fan...

Page 138: ...e thumbscrew must rotate freely and not contact the chassis threads 4 Unseat the cooling fan module by sliding the module horizontally away from the display and toward the rack rail see B in the diagr...

Page 139: ...is Ensure that the module is oriented with the thumbscrew and insert the tabs into the supporting slots of the chassis 7 Slide the cooling fan module toward the front panel display and into position R...

Page 140: ...e for replacement 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 Networks for your region fla...

Page 141: ...tioned in the receptacle 6 Remove the blown fuse from the fuse receptacle 7 Install the approved replacement fuse Use a flat blade screwdriver to screw in the fuse receptacle with a push and 1 4 clock...

Page 142: ...ponents Standard 1 0 142 CallPilot 12 Power on the server ATTENTION If the fuse blows after replacement swap one power supply module with the other If this does not work call your Nortel Networks cust...

Page 143: ...are test on page 23 fails if the board is defective or damaged When these units are damaged replace them immediately Requirements Before replacing the alarm board or panel display gather the following...

Page 144: ...not contact the chassis threads 3 Pull the carrier free from the chassis see B in the diagram above 4 The alarm board is secured to the carrier by two Phillips head screws Remove the defective alarm b...

Page 145: ...tion 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 a...

Page 146: ...do this install a jumper 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 conf...

Page 147: ...y The display is located at the front of the chassis and is cabled to the rear of the chassis and the alarm board To replace the status display panel 1 Power off the server 2 Remove the top cover and...

Page 148: ...low 5 Label and remove the 40 pin flat cable from the 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...

Page 149: ...October 2002 Replacing basic chassis components Part 5 1001rp Server Maintenance and Diagnostics 149 9 Replace the top cover and front bezel...

Page 150: ...Replacing basic chassis components Standard 1 0 150 CallPilot...

Page 151: ...r 8 Replacing a hard drive tape drive CD ROM drive or floppy drive In this chapter Replacing a hard drive 152 About the media drive bay 156 Removing the media drive carrier from the chassis 157 Replac...

Page 152: ...ort replacing a drive during server operation can cause a fatal error and force a system restart If a RAID controller is not installed shut down the system first and then replace the drives Note Ident...

Page 153: ...ve Part 5 1001rp Server Maintenance and Diagnostics 153 5 1 4 1 secondary hard drive 6 far right 1 5 2 secondary hard drive a RAID pairs logical drives consist of the following pairs hard drives 1 and...

Page 154: ...et to 0 termination disabled and parity checking enabled 2 Open the front bezel doors 3 Locate the SCA SCSI drive frame below a cooling fan and beside the media drive 4 Loosen the two thumbscrews on t...

Page 155: ...th the drive frame and slide it into the chassis Note Expect resistance as the carrier and backplane connectors meet 8 Fasten the two thumbscrews 9 Close the front bezel and lock it What s next If you...

Page 156: ...oppy drives If your media drives 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 Proced...

Page 157: ...ve carrier from the chassis Introduction When replacing the media hard drives the first step is to remove the media drive carrier from the media drive bay Requirements To remove the media drive carrie...

Page 158: ...ate the media drives The media drives CD ROM drive tape drive and floppy drive are shown in the bottom right corner of the diagram below G100697 Status panel CD ROM drive Floppy disk drive 5 pin keybo...

Page 159: ...his 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 hor...

Page 160: ...nd server cover on page 128 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 the diagram below DANGER Risk of ele...

Page 161: ...d behind the components can be reached 4 Label and disconnect cables from installed media drives and then free the carrier from the chassis What s next Continue with one of the following Replacing a t...

Page 162: ...rive tape CD ROM or floppy drive in the media drive carrier 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 157...

Page 163: ...October 2002 Replacing a hard drive tape drive CD ROM drive or floppy drive Part 5 1001rp Server Maintenance and Diagnostics 163 G100848 G100849...

Page 164: ...media drive slot 6 Position the media drive carrier in the media drive bay leaving enough room to reach behind the carrier and attach the connectors 7 Carefully connect the existing signal and power...

Page 165: ...provides instructions for installing a tape drive on a server that currently does not have a tape drive Cabling example Note Some tape drives may not require a 68 to 50 pin adapter G100700 SBC card RA...

Page 166: ...ape drive no tape drive previously installed 1 Courtesy down CallPilot and then power down the server 2 Ensure that the tape drive settings are as described in To configure the tape drive on page 166...

Page 167: ...ance and Diagnostics 167 9 Slide the carrier into the media drive bay Note Ensure that the cables are free and undamaged 10 Secure the media drive carrier to the chassis with four Phillips head screws...

Page 168: ...Replacing a hard drive tape drive CD ROM drive or floppy drive Standard 1 0 168 CallPilot...

Page 169: ...aintaining an AcceleRAID352 RAID system 179 Installing AcceleRAID352 RAID Global Array Manager software 180 Rebuilding an AcceleRAID352 RAID hard drive 181 Configuring an AcceleRAID352 RAID system 185...

Page 170: ...her One disk serves as the backup copy of the other disk If one drive fails the other automatically replaces it This level prevents loss of information and network time System backups Perform regular...

Page 171: ...01rp Server Maintenance and Diagnostics 171 Section A Replacing the RAID controller card In this section Replacing the AcceleRAID 352 RAID controller card 172 Attaching cables to the RAID controller c...

Page 172: ...ntistatic wrist strap the replacement RAID controller card same model as the current card CAUTION Risk of data loss If the existing RAID controller card has failed the data on the hard drives may be c...

Page 173: ...lot number 12 4 Disconnect all cabling from the RAID card 5 Use an adhesive label or a piece of tape to label each cable with its connection 6 Loosen the screw located at the top of the card s facepla...

Page 174: ...eat the RAID controller card firmly on the chassis connect the cables to the card Requirements To connect the RAID card cabling you require the following RAID cables for two header connections Both he...

Page 175: ...ler card cabling with a Pentium II or III SBC Note Some tape drives may not require a 68 to 50 pin adapter G100700 SBC card RAID card To power 1 1 To power To power To hard drive Channel 1 Channel 0 A...

Page 176: ...he tape drive 3 Attach a wide SCSI active terminator A0766997 as the last device on the cable Note The NTRH9034 tape drive cannot provide SCSI bus termination You must have an Active SCSI terminator a...

Page 177: ...replaced with the Mylex AcceleRAID352 controller card CAUTION Risk of data loss The procedure to upgrade from a DAC960 RAID controller card to an AcceleRAID352 controller card requires assistance from...

Page 178: ...Performing RAID maintenance Standard 1 0 178 CallPilot...

Page 179: ...n AcceleRAID352 RAID system In this section Installing AcceleRAID352 RAID Global Array Manager software 180 Rebuilding an AcceleRAID352 RAID hard drive 181 Configuring an AcceleRAID352 RAID system 185...

Page 180: ...nstalled To install the Mylex Global Array Manager software 1 Start the server and log on to Windows NT 2 Insert the CallPilot 2 0 OS Recovery CD or Upgrade CD into the CD ROM drive 3 On the My Comput...

Page 181: ...ebuild process when the replacement drive is accessed If you want to start the initiation process sooner or monitor the rebuilding process follow the steps in the procedure below Before you begin Perf...

Page 182: ...elect Start Programs Mylex Workstation Array Manager Result The Workstation Array Manager window appears In the example below the secondary hard drive in logical drive 2 channel 1 ID 5 was faulty and...

Page 183: ...ss Result The Rebuild Status window appears When the rebuild is complete each drive takes up to 45 minutes the following dialog box appears to inform you that the rebuild is complete 6 Click OK in the...

Page 184: ...Performing RAID maintenance Standard 1 0 184 CallPilot 7 Close the Workstation Array Manager window Result You have completed the rebuild procedure...

Page 185: ...coercion The RAID controller Mylex AcceleRAID352 includes a feature called Drive Coercion This feature allows drive capacities from different vendors to appear to be the same size Drive coercion also...

Page 186: ...x RAID cards have an option that you must set before you configure them Complete the following steps to properly configure your RAID card 1 Power on the system Result The AR352 messages appear 2 When...

Page 187: ...th Day Year Mylex Corporation After the messages appear the system prompts you to press Alt R to enter EzAssist 2 Press Alt R Result The system restarts and enters EzAssist 3 Allow EzAssist to scan th...

Page 188: ...window appears 7 Press Enter to access the Properties Result The Properties menu appears 8 Press Enter to continue 9 Use the arrow keys to highlight the menu item Startup and then press Enter Result...

Page 189: ...twice to exit to the Main menu 13 If no further changes are required press Esc until the Main menu appears 14 From the Main menu choose Configure RAID Drive and then press Enter Result The Configure R...

Page 190: ...ver 22 Press Tab to select Save Array 23 Press Enter to create the second logical drive Result The system prompts you to define the logical drive 24 If additional drive packs are to be created select...

Page 191: ...ng two drives of different sizes If this happens you must ensure that you are using hard drives that are qualified by Nortel Networks for CallPilot Result The Logical Drive Definition window appears N...

Page 192: ...the configuration to the controller by selecting and pressing Apply Result The System Packs are defined and the configuration is written to the controller NVRAM Note No drive initialization is necess...

Page 193: ...he firmware To upgrade the firmware AcceleRAID352 controller 1 Restart the system and then press Alt R to enter the EzAssist utility when prompted 2 On the Main menu click Advanced Options 3 Have the...

Page 194: ...rforming the CallPilot server software upgrade 3 Resynchronizing the CallPilot server hard drives Requirements As a precaution ensure that you have a full system tape backup available You need a blank...

Page 195: ...and log on to Windows NT You do not need to wait for CallPilot to boot while you are performing maintenance tasks Also disregard any dialog boxes that appear if CallPilot does not boot successfully w...

Page 196: ...ct the secondary hard drives 10 minutes Perform the server software upgrade Varies depending on your system Reconnect the offline hard drives 10 minutes Resynchronize rebuild the offline hard drives u...

Page 197: ...the status of the RAID system 2 Check the consistency of the logical drives 3 Perform the pre upgrade steps 4 Back up the existing RAID configuration 5 Disconnect the secondary hard drives 6 far right...

Page 198: ...t work and data loss can occur if it is used To ensure that the RAID controller and all drives are fully operational check their status using the Mylex Workstation Array Manager software as follows 1...

Page 199: ...CallPilot server hard drives on page 207 Then return to this procedure Note If a hard drive does not successfully go to the online state verify the hard drive jumper settings and cabling connections a...

Page 200: ...Workstation Array Manager software Run a consistency check on each configured logical drive as follows 1 In the Workstation Array Manager window double click the icon for logical drive 0 Each logical...

Page 201: ...the consistency check reports errors stop this procedure and contact Nortel Networks technical support to correct the problem 4 Click OK Result You return to the Logical Drive Information window 5 Cli...

Page 202: ...you can press Reset to restart the server before the system finishes booting to Windows NT If you reach the Windows NT Operating System selection screen you have missed the Press Alt R prompt 3 From...

Page 203: ...the secondary drives see the following procedure To disable the secondary hard drives 1 While the server is restarting the RAID controller is detected and a prompt appears to Press Alt R for RAID Conf...

Page 204: ...a corruption For this procedure disregard this message 8 Select Yes and then press Enter Result The system prompts you to confirm 9 Select Yes and then press Enter Result You return to the Physical Dr...

Page 205: ...n window Result You return to the RAID controller selection window 14 Press Esc to exit the Mylex RAID EzAssist program Result A message appears indicating that you are about to exit RAID EzAssist and...

Page 206: ...wer up the server Note During the bootup the system reports that three hard drives are offline and as a result three logical drives are running in critical state This is normal It indicates that the h...

Page 207: ...age 207 to keep the upgraded software If the upgrade fails follow the steps in Reverting to the pre upgrade system if the upgrade fails on page 211 Resynchronizing the CallPilot server hard drives Aft...

Page 208: ...user ID that has administrative privileges 5 From the Windows desktop select Start Programs Mylex Workstation Array Manager Result The Workstation Array Manager window appears Logical drives 0 1 and 2...

Page 209: ...mple in this procedure this is the device at channel 1 ID 3 Result The Disk Device Information window appears 7 In the Disk Device Information window click Rebuild to start the disk resynchronization...

Page 210: ...In the example in this procedure the physical drive at Channel 1 ID 3 is now online as is logical drive 0 9 Repeat steps 6 to 8 for the remaining two offline drives Result All the physical drives and...

Page 211: ...Reconnect the pre upgrade hard drives 4 Enable the pre upgrade hard drives 5 Verify that the pre upgrade hard drives are functioning properly 6 Reconnect the failed upgrade hard drives 7 Resynchronize...

Page 212: ...Result The main menu appears 4 Select Advanced Options and then press Enter Result The advanced options pop up menu appears 5 Select Clear Configuration and then press Enter Result A warning message...

Page 213: ...ot server 2 While the server is restarting the RAID controller is detected and a prompt appears to Press Alt R for RAID Configuration Options When this prompt appears press Alt R Result The Mylex Raid...

Page 214: ...corruption For this procedure disregard this message 9 Select Yes and then press Enter Result The system prompts you to confirm 10 Select Yes and then press Enter Result You return to the Physical Dr...

Page 215: ...A message appears indicating that you are about to exit RAID EzAssist and asking for confirmation 16 Select Yes and then press Enter Result A message appears indicating that you can either power off t...

Page 216: ...rade hard drives by reseating the hard drives into their drive bays To resynchronize the hard drives to finish restoring the pre upgrade system 1 Rebuild the offline hard drives by following steps 2 t...

Page 217: ...aintenance and Diagnostics 217 Section C Maintaining a DAC960 RAID system In this section Maintaining DAC960 RAID hard drives 218 Rebuilding a DAC960 RAID hard drive 220 Configuring a DAC960 RAID syst...

Page 218: ...figuration menu Result A list of all hard drives connected to the RAID controller appears Note Hard drives marked ONL are online and part of a RAID System pack 7 Click on a drive to see a summary of e...

Page 219: ...2002 Performing RAID maintenance Part 5 1001rp Server Maintenance and Diagnostics 219 8 Repeat step 7 on all hard disk drives listed 9 Close the configuration menu 10 Exit from the DAC Admin software...

Page 220: ...be copied onto the new drive to rebuild it RAID automatically performs this rebuild process when the replacement drive is accessed If you want to start the initiation process sooner or monitor the reb...

Page 221: ...C Monitor window 3 Identify which drive failed using this information and referring to RAID system pack locations and identifications on page 226 4 Shut down the server and then power down the server...

Page 222: ...un the dacadm exe program that is located in the directory C Winnt System32 or D Winnt System32 the program location depends on the location of the Windows NT operating system Result The DAC Administr...

Page 223: ...first dead drive marked DED to start rebuilding that drive Result The Rebuild Progress dialog box appears If you are running the DAC Monitor program the monitor window pops up and informs you of the...

Page 224: ...click OK in the Rebuild Progress dialog box to return to the Device Selection dialog box Result The rebuilt drive is shown as being online ONL 13 In the Device Selection dialog box click OK to return...

Page 225: ...cks 3 Back up the RAID configuration Before you begin Ensure you review the following sections before you begin Requirements on page 225 RAID system pack locations and identifications on page 226 RAID...

Page 226: ...e RAID configuration procedure 1001rp RAID system The table below indicates proper SCSI drive bay channel and ID configurations in the hot swappable drive bay The SCSI backplane sets SCSI IDs CAUTION...

Page 227: ...he pack For example if System Pack A has a nominal capacity of 4 Gbytes 2 x 2 Gbytes enter a system drive size of 4096 Since RAID Level 1 mirroring is used the resulting capacity is half of what you c...

Page 228: ...sult The system prompts you to use 8 Gbyte drive geometry 4 You are asked to confirm the change Confirm and then press Esc to escape this menu Result Your system can now fully utilize hard drives up t...

Page 229: ...s on page 226 to identify the SCSI ID and Channel Number for hard drive A 0 Use this information to select the drive that will be A 0 and then press Enter Result The device is labeled A 0 and is the f...

Page 230: ...ystem returns you to the New Configuration menu 14 Select Define System Drive and then press Enter Result The System Drive Definition menu appears 15 Select Create System Drive and then press Enter Re...

Page 231: ...ult The Initialize System Drive menu appears 2 Select Select System Drive and then press Enter Result The configured system packs appear 3 Use the arrow keys to navigate to a system drive Press Enter...

Page 232: ...onfiguration submenu 4 Select Backup Configuration and then press Enter Result The system displays the Enter File Name pop up window 5 Type a and the name of the backup file for example a raidback and...

Page 233: ...g RAID maintenance Part 5 1001rp Server Maintenance and Diagnostics 233 8 Press Esc to exit the DAC960 Configuration Utility Result The system prompts you to confirm that you want to exit 9 Select Yes...

Page 234: ...r the upgrade 2 Performing the CallPilot server software upgrade 3 Resynchronizing the CallPilot server hard drives Requirements As a precaution ensure that you have a full system tape backup availabl...

Page 235: ...ure that you once again perform the RAID status check and consistency check to ensure that no new errors have been introduced Ignore the CallPilot is booting dialog box that appears after you restart...

Page 236: ...nutes per drive pair Note You can check only one drive pair at a time Perform the pre upgrade steps Varies depending on your system Back up the existing RAID configuration 10 minutes Mark the hard dri...

Page 237: ...el and ID configurations The SCSI backplane sets SCSI IDs Preparing the CallPilot server for the upgrade This stage includes the following steps 1 Check the status of the RAID system 2 Check the consi...

Page 238: ...ID controller and all hard drives are fully operational check their status using the DAC Administration Utility as follows 1 Log on to the CallPilot server as Administrator or any other user ID that h...

Page 239: ...ard drives on page 249 and follow steps 6 to 8 to rebuild any hard drives that are not online Then return to this procedure Note If a hard drive does not successfully go to the online state verify the...

Page 240: ...ion Drive Information Result The Device Selection dialog box appears 7 Verify that all the hard drives are labeled ONL online state If any hard drives are in any other state you must return them to th...

Page 241: ...ynchronized use the DAC Administration Utility to run a consistency check on each system drive that is configured as follows 1 In the DAC Administration Utility window select Management Consistency Ch...

Page 242: ...cation window to the side so that the Consistency Check dialog box is visible Do not click or select the Consistency Check Rate bar or any other items on the dialog box until the consistency check is...

Page 243: ...f the RAID controller if any mistakes are made while executing the procedure 1 Insert the CallPilot 2 0 OS Recovery or OS Upgrade CD into the CD ROM drive and then power up the computer Note In order...

Page 244: ...e for example a raidback and then press Enter Result The system displays a warning Existing file if any will be overwritten 10 Select Yes Result The RAID configuration is backed up on the floppy disk...

Page 245: ...ll Drive and then press Enter Result The cursor is active on the left side of the screen so that you can select which drive to kill The left side of the screen displays the six physical hard drives in...

Page 246: ...Enter to continue with the process of marking the drive dead Result A confirmation prompt appears in the bottom right corner 5 Select YES and then press Enter to mark the drive dead Result The screen...

Page 247: ...exit the DAC960 Configuration Utility Result A prompt appears in the bottom right corner of the screen asking you to confirm that you want to exit 9 Disregard the reminder to save the configuration Se...

Page 248: ...lowing example 3 Power up the server Note During the bootup the system reports that three hard drives are dead and as a result three system drives are running in critical state This is normal It indic...

Page 249: ...ves on page 249 to keep the upgraded software If the upgrade fails follow the steps in Reverting to the pre upgrade system if the upgrade fails on page 252 Resynchronizing the CallPilot server hard dr...

Page 250: ...ministration Utility If there is no desktop shortcut run the dacadm exe program that is located in the directory C Winnt System32 or D Winnt System32 the program location depends on the location of th...

Page 251: ...he first dead drive marked DED to start rebuilding that drive Result The Rebuild Progress dialog box appears If you are running the DAC Monitor program the monitor window pops up and informs you of th...

Page 252: ...ore you began the upgrade This procedure includes the following steps 1 Mark the failed upgrade hard drives dead 2 Reconnect the pre upgrade hard drives 3 Enable the pre upgrade hard drives and restor...

Page 253: ...ck consists of two drives A 0 and A 1 B 0 and B 1 C 0 and C 1 Drives A 0 B 0 and C 0 should be ONL Drives A 1 B 1 and C 1 should be DED 5 From the Tools menu select 5 Kill Drive and then press Enter R...

Page 254: ...to continue with the process of marking the drive dead Result A confirmation prompt appears in the bottom right corner of the screen 8 Select YES and then press Enter to mark the drive dead Result The...

Page 255: ...are marked dead DED 10 Press Esc until you exit the utility Note Leave the CallPilot 2 0 OS Recovery CD ROM or the CallPilot 2 0 OS Upgrade CD ROM in the CD ROM drive To reconnect the pre upgrade har...

Page 256: ...s displayed 2 Use the up and down arrow keys to select 8 Other Utilities BIOS firmware Etc and press Enter Result The Other Utilities menu is displayed 3 Press 3 to select 3 Mylex DAC960 RAID Card Con...

Page 257: ...n prompt appears in the bottom right corner of the screen 8 Select YES and then press Enter to bring the drive online Result The left portion of the screen is updated to show that drive A 1 is now onl...

Page 258: ...t corner of the screen asking you to confirm that you want to exit 13 Disregard the reminder to save the configuration Select YES and then press Enter to exit from the RAID configuration software with...

Page 259: ...ming RAID maintenance Part 5 1001rp Server Maintenance and Diagnostics 259 17 Test the CallPilot system See the chapter Testing the CallPilot installation in Part 3 of the CallPilot Installation and C...

Page 260: ...Performing RAID maintenance Standard 1 0 260 CallPilot...

Page 261: ...nance and Diagnostics 261 C h a p t e r 1 0 Replacing or adding voice processing boards In this chapter DSP numbering and location 262 SCbus cabling 264 Replacing or adding MPC 8 cards 265 Replacing o...

Page 262: ...DSPs Each DSP supports up to eight multimedia channels MPB16 4 DSP numbering and location MPB16 4 boards have two embedded DSPs and can support up to four optional MPC 8 DSP cards The DSP numbering s...

Page 263: ...ober 2002 Replacing or adding voice processing boards Part 5 1001rp Server Maintenance and Diagnostics 263 First MPB16 4 Second MPB16 4 G101756 DSP 3 DSP 4 DSP 5 DSP 6 G101757 DSP 9 DSP 10 DSP 11 DSP...

Page 264: ...cable supports the voice bus for CallPilot servers that use MPB16 4 boards It is connected to the MPB16 4 boards in the CallPilot server Supported SCbus cable A 2 drop SCbus cable NTRH2011 is provide...

Page 265: ...ng or adding MPC 8 cards Introduction This section describes how to replace or install an MPC 8 card For help with identifying DSPs see DSP numbering and location on page 262 MPC 8 card NTRH01AA The M...

Page 266: ...peripheral devices 4 Remove the server cover For instructions on removing the server cover see Removing the front bezel and server cover on page 128 CAUTION Risk of electrical damage Wear an antistat...

Page 267: ...rd in the pins may bend Note See DSP numbering and location on page 262 for the order of MPC 8 cards installed in the MPB16 4 board Note If the card is placed upside downor label side down it will not...

Page 268: ...oards Standard 1 0 268 CallPilot 7 Test the multimedia channels to ensure the new MPC 8 card is functioning properly Refer to the chapter Testing the CallPilot installation in Part 3 of the CallPilot...

Page 269: ...er Maintenance and Diagnostics 269 Replacing or adding MPB16 4 boards Introduction This section describes how to replace or add MPB16 4 boards MPB16 4 NTRH20BA The following picture shows an MPB16 4 b...

Page 270: ...oard 2 Disconnect the SCbus cable from the faulty MPB16 4 board Note If there is only one MPB16 4 there is no SCbus cable installed 3 Disconnect the DS30X cable from the faceplate of the faulty MPB16...

Page 271: ...retaining screw that you removed earlier 8 Reconnect the SCbus cable to the new MPB16 4 board Note If there is only one MPB16 4 the SCbus cable is not used 9 Reconnect the DS30X cable to the faceplate...

Page 272: ...he new MPB16 4 board firmly into its slot Note Ensure that you carefully slide the MPB16 4 board past the protective foil strips as they are easily damaged 6 Secure the board using the retaining screw...

Page 273: ...e Note If you have increased the channel capacity or changed the number of different multimedia channels add the new DNs or update the media allocation as required or both Result The MPB16 4 board ins...

Page 274: ...Replacing or adding voice processing boards Standard 1 0 274 CallPilot...

Page 275: ...Part 5 1001rp Server Maintenance and Diagnostics 275 C h a p t e r 1 1 Replacing the video card In this chapter Overview 276 Troubleshooting the video card 277 Replacing the video card 278...

Page 276: ...ion This section describes procedures for handling and replacing video cards on the 1001rp server Included procedures Procedures covered include the following troubleshooting the video card identifyin...

Page 277: ...ning but no display is visible look for the following indicators of video card malfunction If the server is consistent with these indicators replace the video card Brightness and contrast are set at n...

Page 278: ...video card from other types of cards by its connector To identify an installed video card look at the card to which the installed monitor connects If no monitor is connected look for the card to which...

Page 279: ...slot and set it aside 8 Unpack the replacement card and align it with the proper slot 9 Apply downward pressure until the card is evenly and securely seated in the slot 10 Secure the card by tightenin...

Page 280: ...Replacing the video card Standard 1 0 280 CallPilot...

Page 281: ...Part 5 1001rp Server Maintenance and Diagnostics 281 C h a p t e r 1 2 Replacing the network cards In this chapter Overview 282 Replacing ELAN cards 283 Replacing Ethernet CLAN cards 288...

Page 282: ...ude the following slot assignments for optional cards network card installation and configuration Minimum requirements Minimum system requirements for all servers include the installation of a network...

Page 283: ...rect slots 3 Remove the chassis cover to expose the installed cards 4 Disconnect external network cables 5 Check the installed card to ensure that it is the ELAN network card 6 Set aside any cables co...

Page 284: ...installed card is a different make model from the failed card Run diagnostic software typically installed with the driver To install an ELAN network card driver 1 Restart and log on to the server as...

Page 285: ...d the device driver 5 Insert the driver disk for the ELAN network card in the floppy drive and then press Enter 6 If the driver disk contains drivers for more than one network card the system prompts...

Page 286: ...and CLAN are the same Result Some files are copied to the system and the new network card is listed in the network dialog box Note Screen shots are not included for specific cards as they may be diffe...

Page 287: ...nd Diagnostics 287 8 Click Close to close the network control panel 9 The TCP IP properties panel appears 10 Select the new driver installed in the Adapters box 11 Enter the customer supplied IP addre...

Page 288: ...k cabling 7 Set aside any cables covering the card 8 Remove the screw that fastens the card in the chassis 9 Gently pull the card out use a slight rocking motion 10 Remove the new Ethernet card from i...

Page 289: ...ss Enter 5 Select 3Com Fast Ethernet 3C900 card and then click OK 6 Click Close to close the network control panel and configure the network card 7 Enter the TCP IP information for the card Note The c...

Page 290: ...ess the card into the slot 13 Secure the card to the server chassis with the fastening screw 14 Replace the chassis covers 15 Plug in the AC power cord 16 Power up the server To install an Intel PCI E...

Page 291: ...d Diagnostics 291 6 Click Close to close the network control panel and configure the network card 7 Enter the TCP IP information for the card Note The customer must provide this information 8 Click OK...

Page 292: ...Replacing the network cards Standard 1 0 292 CallPilot...

Page 293: ...293 C h a p t e r 1 3 Maintaining the Pentium II SBC card In this chapter Dual Inline Memory Modules 294 The Pentium II SBC card 296 Replacing the Pentium II SBC card 298 Upgrading the BIOS 301 Replac...

Page 294: ...ns access times A module has a capacity of 32 64 or 128 Mbytes DIMMs require only one slot filled to compose a bank There are four slots or banks on the SBC Install DIMMs in any slot combination or or...

Page 295: ...ckage 4 Remove other DIMMs as necessary 5 Orient the DIMM so that the two notches in the bottom edge of the DIMM align with the keyed slot 6 Insert the bottom edge of the DIMM into the slot and press...

Page 296: ...e SBC card upgrading and configuring the BIOS adding memory DIMMs to the SBC Intended audience This section is written primarily for field service technicians It is intended to act as a guide for inst...

Page 297: ...October 2002 Maintaining the Pentium II SBC card Part 5 1001rp Server Maintenance and Diagnostics 297 The Pentium II SBC DIMM slots...

Page 298: ...is always installed in the SBC slot located between the ISA expansion slots and the PCI slots on the backplane The board features headers for peripheral connections jumper blocks and DIP switches It a...

Page 299: ...the SBC card 1 Power down the server 2 Disconnect the power cord 3 Remove the top cover 4 Free and label all connectors from the SBC card 5 Loosen and remove the screw located at the top of the I O b...

Page 300: ...into place Result The board seats properly in both the ISA style and PCI style connectors 11 Fasten the card down with the screw provided 12 Install the new I O bracket 13 Fasten the I O bracket usin...

Page 301: ...tes updated code to the Flash ROM chips When to configure the BIOS BIOS configuration is necessary for first time setup Reconfigure the BIOS after a BIOS or CMOS failure and recovery Requirements You...

Page 302: ...S 1 Insert the bootable BIOS upgrade disk into drive A and power on the server Note You can obtain a BIOS upgrade disk from your Nortel Networks customer representative 2 Allow the flash process to co...

Page 303: ...starts The screen has two areas Options The Options menu is on the left side of the screen and is composed of Basic options Advanced options and PCI options Summary Information The current settings a...

Page 304: ...SW1 on the SBC The Switch Block contains four M access CMOS RAM and configuration ports Set dip switch number 2 to the closed on position Note The default position set on the switch is open off 3 Ins...

Page 305: ...me and date N A Current Date Time Floppy Disks Floppy Controller Enabled Enabled Select drive A Type 3 5 1 44 Mbytes 3 5 1 44 Mbytes Select drive B Type Not Installed Not Installed IDE Adapter 0 Maste...

Page 306: ...ytes 640 kbytes Write back Write back Cache Extended Memory area Write back Write back Cache A000 AFFF Disabled Disabled Cache B000 BFFF Disabled Disabled Cache C800 CBFF Disabled Disabled Cache CC00...

Page 307: ...tenance and Diagnostics 307 Keyboard features Numlock Auto Auto Key click Disabled Disabled Keyboard auto repeat rate 30 sec 30 sec Keyboard auto repeat delay 1 2 sec 1 2 sec System Memory Verify only...

Page 308: ...Serial Port A Base I O Address 3F8 3F8 Serial Port A Interrupt IRQ 4 IRQ 4 Serial Port B Enabled Enabled Serial Port B Mode Normal Normal Serial Port B Base I O Address 2F8 2F8 Serial Port B Interrupt...

Page 309: ...Integrated Peripherals continued Local Bus IDE Adapter Enabled Enabled Adaptec Ultra SCSI Adapter Disabled Enabled for non RAID Disabled for RAID SCSI Adapter Frequency Note This is only an option if...

Page 310: ...Correct Parity Gen Correct Enable Memory Gap Disabled Disabled Release E000 Disabled Disabled DMA Aliasing Enabled Enabled 8 bit I O Recovery 4 5 4 5 16 bit I O Recovery 4 5 4 5 ISA Bus Speed PCI Clo...

Page 311: ...IRQ 11 IRQ 11 PCI IRQ Line 4 IRQ 15 IRQ 15 ISA Graphics Device Installed No Yes PCI PNP ISA UMB Region Exclusion C800 DFFF Available Available PCI PNP ISA IRQ Resource Exclusion IRQ3 IRQ4 IRQ5 IRQ7 I...

Page 312: ...ltiprocessor Spec 1 1 1 4 CPU BIOS Update Enabled Enabled Plug Play OS No No Secured Setup Configuration Yes Yes Large Disk Access Mode DOS DOS Item Option Default setting CallPilot setting Supervisor...

Page 313: ...er Maintenance and Diagnostics 313 Password on Boot Disabled Disabled Fixed Disk Boot Sector Normal Normal Disk Access Supervisor Supervisor Virus Check Reminder Disabled Disabled System Backup Remind...

Page 314: ...s that require CallPilot specific settings are in bold Item Option Default setting CallPilot setting Power Savings Disabled Disabled Standby Timeout Off Off Auto Suspend Timeout Off Off Hard Disk Time...

Page 315: ...that require CallPilot specific settings are in bold IRQ mapping table Refer to IRQ mapping table on page 357 ATAPI CD ROM Drive Hard Drive Hard drive Option Hard Drive SCSI Hard Drive Item Option Def...

Page 316: ...d between the ISA expansion slots and the PCI slots on the backplane The board provides headers for peripheral connections jumper blocks and DIP switches It also provides two DIMM sockets to support u...

Page 317: ...to the 1001rp server only What this section contains The section contains the following cautionary guideline below materials you need page 318 procedure overview page 318 adding memory DIMMs to the Pe...

Page 318: ...ntium III card cable labels Procedure overview 1 Gather the required materials 2 Back up the system This is applicable only if an upgrade is being performed If the original server has had a recent bac...

Page 319: ...to plug into matching edge connector slots The design allows you to add or remove these modules repeatedly without tools or damage Install P100 SDRAM DIMMs on the Pentium III SBC Installation of any...

Page 320: ...Maintaining the Pentium II SBC card Standard 1 0 320 CallPilot Pentium II SBC...

Page 321: ...Part 5 1001rp Server Maintenance and Diagnostics 321 Pentium III SBC To add SDRAM DIMMs to the SBC card 1 Place the Pentium III SBC on a flat surface 2 Orient the DIMM so that the two notches in the b...

Page 322: ...ect and label all connectors from the SBC card 5 Remove the screw located at the top of the I O bracket Note This step is optional The I O bracket is the same for the Pentium II and the Pentium III SB...

Page 323: ...and remember where PIN 1 goes 10 Pull the card out of the chassis 11 Unscrew the media drive bay and slide it out a little Do not force it out 12 Disconnect the IDE floppy disk drive the CD ROM drive...

Page 324: ...he picture that follows on page 325 The Switch Block contains four DIP switches 1 4 that you configure affecting on board ROM access CMOS RAM and configuration ports a Ensure DIP switch number 1 is se...

Page 325: ...ation ports are set to I O address 370 373 Note DIP switches 2 and 3 should be open off 21 Align the card with its slot on the backplane about halfway This permits reconnection of the keyboard reset c...

Page 326: ...Maintaining the Pentium II SBC card Standard 1 0 326 CallPilot 22 Reconnect the serial port cables EMI gasket...

Page 327: ...ded 25 Connect the new IDE blue cable Note This cable was installed at step 15 26 Install the new I O bracket Note This step and the next step are optional You can use the old I O bracket 27 Fasten th...

Page 328: ...ove the labels attached to all connectors and reconnect them to the card CAUTION Risk of equipment damage When plugging cables ensure that they are correctly keyed and that pins are not bent For examp...

Page 329: ...on the connector b Connect the top cable from the COM port I O to COM2 on the SBC serial port 2 Ensure that the red stripe on the cable aligns with PIN 1 on the connector Refer to the picture above f...

Page 330: ...ot d Connect the IDE cable Ensure that the red stripe on the cable aligns with PIN 1 on the connector PIN 1 is located towards the rear of the card 29 Replace the top cover What s next Configure the B...

Page 331: ...d Diagnostics 331 C h a p t e r 1 4 Maintaining the Pentium III SBC card In this chapter Overview 332 Replacing the Pentium III SBC card 333 Configuring the 1001rp Pentium III BIOS 335 Replacing or ad...

Page 332: ...luded Procedures covered include the following replacing the SBC card page 333 upgrading and configuring the BIOS page 335 adding memory DIMMs to the SBC page 346 Intended audience This section is wri...

Page 333: ...owing tools one Phillips head screwdriver one antistatic wrist strap the replacement SBC card cable labels To replace the SBC card 1 Power down the server 2 Disconnect the power cord 3 Remove the top...

Page 334: ...n the card with its slot on the backplane and press it into place Result The board seats properly in both the ISA style and PCI style connectors 11 Secure the card with the screw provided 12 Install t...

Page 335: ...nimum BIOS vintage so an upgrade is only necessary if Nortel Networks deems this necessary to solve a system problem When to configure the BIOS BIOS configuration is performed at the factory before th...

Page 336: ...ted Note For the following steps use the arrow keys to navigate menus and press Enter to make a selection Result The Setup Utility starts The screen has two areas Options The Options menu is on the le...

Page 337: ...ance and Diagnostics 337 3 Press Enter when prompted to confirm this change 4 Change values as required for CallPilot Refer to the tables that follow 5 When you have completed the changes save and exi...

Page 338: ...es 3 5 1 44 Mbytes Select drive B Type Disabled Disabled IDE Adapter 0 Master CD ROM CD ROM Slave None None IDE Adapter 1 Master None None Slave None None Cache Memory Memory Cache Enabled Enabled Cac...

Page 339: ...isabled Disabled Post errors Disabled Disabled Hard disk pre delay Disabled Disabled Keyboard features Numlock Auto Auto Key click Disabled Disabled Keyboard auto repeat rate 30 sec 30 sec Keyboard au...

Page 340: ...3F8 Serial Port A Interrupt IRQ 4 IRQ 4 Serial Port B Enabled Enabled Serial Port B Base I O Address 2F8 2F8 Serial Port B Interrupt IRQ 3 IRQ 3 Parallel Port Enabled Enabled Parallel Port Mode Bidir...

Page 341: ...m Advanced Chipset Control ECC ConfigDRAM Speed ECC ECC Enable Memory Gap Disabled Disabled Alias ISA 512 528 Mbytes Disabled Disabled DMA Aliasing Enabled Enabled 8 bit I O Recovery 4 5 4 5 16 bit I...

Page 342: ...4 IRQ 15 IRQ 15 USB IRQ Enabled No No Latency timer Auto Auto Cache line size Auto Auto ISA Graphics Device Installed No No PCI PNP ISA UMB Region Exclusion C800 DFFF Available Available PCI PNP ISA...

Page 343: ...Temperature 110 Thermo Duty Cycle 37 5 View Event Log Enter Clear All Event Logs No PS 2 Mouse Enabled Enabled On board Speaker Enabled Enabled Use Multiprocessor Spec 1 1 1 4 CPU BIOS Update Enabled...

Page 344: ...ssword Enter Enter Password on Boot Disabled Disabled Fixed Disk Boot Sector Normal Normal Disk Access Supervisor Supervisor Virus Check Reminder Disabled Disabled System Backup Reminder Disabled Disa...

Page 345: ...able on page 357 Default settings CallPilot setting Diskette Drive Diskette Drive Hard Drive ATAPI CD ROM Drive ATAPI CD ROM Drive Hard Drive Removable Devices Removable Devices Network Boot Network B...

Page 346: ...rror Correction Control ECC SDRAM utilizing DIMM technology A module has a capacity of 32 64 128 or 256 Mbytes Ensure that bank 0 DIMM 1 is filled first to enable troubleshooting procedures Install up...

Page 347: ...align with the keyed slot 6 Insert the bottom edge of the DIMM into the slot and press down firmly on the DIMM until it seats correctly When the DIMM seats correctly release tabs lock back to an uprig...

Page 348: ...Maintaining the Pentium III SBC card Standard 1 0 348 CallPilot...

Page 349: ...01rp Server Maintenance and Diagnostics 349 A p p e n d i x A 1001rp reference material In this chapter Server features 350 Rear panel diagram and slot locations 352 Slot assignments 354 IRQ mapping t...

Page 350: ...n This section provides a general overview of the 1001rp server Server dimensions and weight Height 32 cm 12 5 in Width 48 3 cm 19 in Depth distance from front to back without front bezel with front b...

Page 351: ...hows redundant dual fans to the left and the right of the status panel The left drive bay holds six SCSI hard drives with hot pluggable carriers The media drive bay located to the right houses the CD...

Page 352: ...l diagram and slot locations Rear panel diagram The following diagram shows the slot locations in the rear panel G101720 Power switch Power input Slot 20 COM2 COM1 CLAN card ELAN card Video card SBC c...

Page 353: ...tors The following diagram shows the location of the PCI SBC and ISA connectors inside the server The view in the diagram is from the rear of the server For slot assignments see Slot assignments on pa...

Page 354: ...ur server may vary depending on what was ordered from Nortel Networks Therefore your server may not have all of the slots populated Slot definition and slot numbering In these tables the term slot ref...

Page 355: ...Reserved for COM1 and COM2 I O bracket Slot 10 BRD10 ELAN Network card ELAN Network card Slot 11 BRD11 CLAN Network card CLAN Network card Slot 12b BRD12 MPB16 4 board 1 MPB16 4 board 1 Slot 13 BRD13...

Page 356: ...anager applications the CallPilot assigned board label is displayed This label corresponds to the slot number For example BRD12 refers to the board in slot 12 b For Meridian 1 and Succession CSE 1000...

Page 357: ...need this information for installation but you may need it for troubleshooting Note IRQs 9 10 11 and 15 are assigned to system PCI slots rather than to specific devices IRQ Slot or device 0 Timer 1 Ke...

Page 358: ...1001rp reference material Standard 1 0 358 CallPilot 13 Math coprocessor 14 Primary EIDE controller 15 Assigned to slots 12 16 and 18 IRQ Slot or device...

Page 359: ...descriptions 55 running from Windows NT 4 0 56 syntax 55 B backing up RAID configuration 202 backplane SCSI 152 beep code 27 bezel front 128 removal of 129 replacement of 131 BIOS 301 requirements for...

Page 360: ...llPilot services 123 critical 124 DS30X links pane in 125 DSP pane in 124 Channel Monitor using 87 112 113 channels call working with 112 113 diagnostics running 87 disabling 87 multimedia working wit...

Page 361: ...ndows NT 4 0 47 diagram PCI and ISA connectors 353 diagram rear panel slot locations 352 DIMM 298 316 DIP switch block on the Pentium II SBC 302 display panel status replacement of 147 doors on the fr...

Page 362: ...connection of 213 verification of 215 hard drives secondary disconnection of 205 hard drives pre upgrade resynchronization of 216 hardware peripherals RAID controller 225 RAID system system pack sizes...

Page 363: ...NT 4 0 57 syntax 56 Net Start command 72 Net Stop Windows NT 4 0 66 Net Stop command 66 netstat command 58 parameters and descriptions 58 running from Windows NT 4 0 59 syntax 58 Network Control Panel...

Page 364: ...ler card 172 replacement of 172 RAID controller card BIOS options 228 RAID hard drives 218 RAID level 1 220 description 181 RAID software and Windows NT OS 170 RAID system cabling hard disks for 176 c...

Page 365: ...ter TSTSERIO tests 72 shutting down 65 system drive initialize 231 system event log definition 43 System Info tab 125 System Monitor 116 Channel Monitor tab 123 Legend Help tab 126 System Info tab 125...

Page 366: ...er software 206 utilities chkdsk 60 Diagnostics Tool 116 117 PEP Maintenance 116 120 System Monitor 116 122 V video card 278 function 277 replacing 278 video card replacement indicators 277 W weekly m...

Page 367: ......

Page 368: ...ian 1 switch or Succession CSE 1000 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...

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