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Nortel HMS400, Maintenance Manual

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Nortel Communication Server 1000 

Hospitality Messaging Server 400 

 
 
 

Maintenance Guide 

 
 

Document Number: NN42350-101 
Document Release: 4.0 
Date: April 2006 

 
 
 

Year Publish FCC TM 

Copyright © 2006 Nortel Networks. All rights reserved. 
 
 
 
 
Produced in Canada 
 
 
 
 
 
 
 
 
 
The information in this document is subject to change without notice. The statements, 
configurations, technical data, and recommendations in this document are believed to be 
accurate and reliable, but are presented without express or implied warranty. Users must take full 
responsibility for their applications of any products specified in this document. The information in 
this document is proprietary to Nortel Networks. 
  
 
Nortel, Nortel (Logo), the Globemark, SL-1, Meridian 1, and Succession are trademarks of  
Nortel Networks. 
 
 
 
 

Summary of Contents for HMS400

Page 1: ...subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Nortel Nortel Logo th...

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Page 3: ... HMS400 Maintenance Guide 17 Jun 05 V2 0 HMS400 Maintenance Guide 6 Oct 05 V3 0 HMS400 Maintenance Guide 15 April 06 V4 0 HMS400 Maintenance Guide NTP Number and Nortel Logo change Denan Regulatory Compliance Nortel Hospitality Messaging Server 400 3 Maintenance Guide ...

Page 4: ...April 2006 Nortel Hospitality Messaging Server 400 4 Maintenance Guide ...

Page 5: ...f HMS 400 Software 31 Backup Function 31 Restoring the System 35 Backup and Restore Logs 37 Restoring the System from Image Disk 37 Restoring user data and system configuration 38 Chapter 4 Channel Expansion 41 Installing the Dialogic Card 43 Configuring Dialogic Card 46 Checking the Channels 51 Testing the Channels 52 Channel Integrity Test 52 Call Transfer Test 53 Chapter 5 Configuring Remote Ac...

Page 6: ...ot boot and the system board LED is red 91 When the HMS 400 server does not boot and makes audible beeps 92 System Event Log 92 To display the System Event Log 92 To view the contents of the system event log file 94 Chapter 8 Replacing Basic Chassis Components 95 Preparing the server for hardware maintenance 97 Denan Regulatory Compliance For Japan Only 98 To disconnect the power and peripheral de...

Page 7: ...DIMMs and The CPU 127 Replacing or adding baseboard DIMMs 129 Introduction 129 DIMM sizes and compatibility 129 DIMM removal and installation diagram 129 To remove baseboard DIMMs 130 To install baseboard DIMMs 130 Replacing the CPU 131 Introduction 131 CPU replacement package contents 131 To remove the faulty CPU 131 To install a new CPU 134 U Chapter 11 Working with System BIOS 139 Overview 141 ...

Page 8: ...April 2006 PMSI Log Files 154 Nortel Hospitality Messaging Server 400 8 Maintenance Guide ...

Page 9: ...April 2006 Chapter 1 About This Guide In This Chapter General Introduction 11 Introduction 11 Maintenance Overview 11 Nortel Hospitality Messaging Server 400 9 Maintenance Guide ...

Page 10: ...April 2006 Nortel Hospitality Messaging Server 400 10 Maintenance Guide ...

Page 11: ...ial IFCA Lanmark Hogatex GEAC etc HMS 400 has a built in interface to the switch using Nortel Meridian PMSI Release 4 0 protocol A standard system has 8 channels and upgradeable up to 40 channels The system also supports multi server configurations of up to 3 servers providing a total of 120 channels for the entire solution Maintenance Overview Introduction The maintenance and diagnostic activitie...

Page 12: ... patches and enhancement packages Chapter 7 Troubleshooting HMS 400 Hardware This chapter illustrates basic hardware troubleshooting procedures using resources available on your HMS 400 Server Some of the topics covered are Interpreting panel LEDs SCSI controller diagnostics System event logs Chapter 8 Replacing Basic Chassis Components This chapter explains how to remove replace and install chass...

Page 13: ...s the most commonly used logs for troubleshooting It provides valuable examples of how to interpret the codes within the logs as well as what keywords to search for in different logs for different scenarios Nortel Hospitality Messaging Server 400 13 Maintenance Guide ...

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Page 15: ... list of log files that will be useful for diagnostic activity In This Chapter Voice Engine Atlas Session Trace 17 Database Transactions Trace via DBEngine 18 Medusa Server Connection and Communication Trace 20 Minibar Transactions Trace via MinibarSender 22 PMS Transactions Trace via PMSI Module 22 System Logs 26 Nortel Hospitality Messaging Server 400 15 Maintenance Guide ...

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Page 17: ...l on the 23rd of that month to ease in troubleshooting Each channel will have one log per day Besides these there are also other Atlas related logs such as Atlas23 log AtlasMedusa23 log AtlasCPI23 log and AtlasAWU23 log all these are for the 23rd of that month Note See Appendix A on Page 150 for examples of the various Atlas log files Accessing the Voice Engine 1 To access this function click on t...

Page 18: ...on traces available on the Voice Engine The functionality of each trace is explained in the table below Session Traces Description Channel Activity Trace The left most column shows all channels activities It displays CPI captured and processed by the system as well as the execution of call flow based on users inputs and system recipes Communication Trace This section shows the strings transmitted ...

Page 19: ...e DBEngine icon on the VoiceCop main screen or on the Windows 2000 system tray Voice Server Tab The voice server trace shows the communication between DBEngine and VoiceCop The functionality of each trace is explained in the table below Trace Sessions Description Receive Section This section shows the packets received from various HMS 400 modules to DBEngine Send Section This section shows the pac...

Page 20: ...ix A on pg 153 for examples of the various records in the DBEngine log file Medusa Server Connection and Communication Trace Medusa Server trace screen is used to check the status of all the other modules connection status as well as their communication packets Modules that are disconnected deactivated will not appear on the screen Verify that the modules are present on the trace screen Below is t...

Page 21: ...e Windows 2000 system tray Debug Off 2 To view communication data click on the module tree on the left column For example To view communication details for Atlas click next to ATLAS 3 To view packets sent click Send or to view packets received click Receive Debug On Nortel Hospitality Messaging Server 400 21 Maintenance Guide ...

Page 22: ...ws 2000 system tray PMS Transactions Trace via PMSI Module The PMSI module bridges the Hotel PMS interface with the PBX PMS port It transmits all data from the Hotel PMS to the PBX and at the same time updates the HMS400 database As such the 3 debug screens one for each interface of this module are very useful to trace any erroneous records being received and or sent All records are captured real ...

Page 23: ... will have one log per day These logs are located in the HM PMSI Log folder The most commonly used options on the menu are As its name suggests the Clear option will wipe the individual or all the communication monitors clean of information This is useful when performing tests so that only the results of that particular test is shown on the screens Nortel Hospitality Messaging Server 400 23 Mainte...

Page 24: ...MS400 and the Hotel PMS is down For Check In only the Room Number and Guest Name are compulsory fields whereas only the Room Number is required for Check Out Note If a room has multiple extensions each of those extensions needs to be separately checked in as well as out Otherwise the COS for those extensions will remain unchanged and it is possible that no outgoing calls can be made In addition th...

Page 25: ...e one ON selection for each posting However turning both selections OFF is allowed Room Number is again compulsory This is used to ensure that the connection between the HMS400 to either the PMS or the PBX link is successfully established The same IS TEST record is sent for both connectivity tests and when the PMSI receives the acknowledgment sent by the other party then it means the link is conne...

Page 26: ...Sdd LOG General atlas information Errors ATLAS1Cdd LOG ATLAS2Cdd LOG etc Shows each channel s activities call flow ATLASAWUdd LOG Shows transactions between Atlas and AWU log call attempts ATLASMEDUSAdd LOG Shows transactions between Atlas and other modules ATLASCPIdd LOG Captures all DTMF CPI from PBX 1 Atlas ATLASDOWNmmdd LOG Logs when Atlas is down and automatically restarted by system AWUdd LO...

Page 27: ...ws all transactions to and from the FOS Hotel PMS VMdd TXT Shows all transactions to and from the Voicemail component of the PMSI module This component communicates with DBEngine and Atlas 13 PMSI PBXdd TXT Shows all transactions to and from the PBX The naming convention for the log files and how they are handled by the system are explained below dd denotes the date the log was created on these fi...

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Page 29: ...rocedures to back up and restore the HMS 400 system in the event of data corruption or hard disk failures In This Chapter Backup and Restore of HMS 400 Software 31 Restoring the System from Image Disk 37 Nortel Hospitality Messaging Server 400 29 Maintenance Guide ...

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Page 31: ... need to stop the system when doing backup Note In order to reduce system load you are recommended to backup the system at off peak hours 2 For backup option click on the Backup Tab on the main screen There are 5 categories of system critical files available for backup 1 System Databases Buffer mdb stores data during link down between HMS400 and PMS Statistic mdb stores statistical information of ...

Page 32: ... subsequent same data sets However if there were new data set s selected then it they will be appended into the whole backup set 4 It is recommended to backup these system critical files to a tape so that in case the hard disk crashes those files can still be restored and the system brought back up in the shortest time possible Note Files saved to the tape will also be automatically stored on the ...

Page 33: ...ult path when File is selected is C HM Backup To change the path click File and then select Backup Directory more on this later 3 Click on Backup Now 4 When the progress bar reaches the end a message box will appear to indicate the completion of the process as well as information on the destination path the backup set was saved to and the name it was saved as Click OK Auto Backup Auto backup funct...

Page 34: ... The maximum is 31 days Note Backup sets will be automatically deleted after the selected number of days counting from the day the auto backup was activated To manually delete backup sets refer to Manually Delete Backup Sets 5 Click Save Note A backup set will be created for each backup session 6 The default backup set name is the date the backup was done and this cannot be changed 7 To change the...

Page 35: ...up time is configurable from the Backup INI file This file is located at C HM system 2 Open the Backup INI file using a text editor for example Notepad Ensure that the backup module is not running before editing this file 3 To configure or change the default auto backup time amend the following parameter TIME 02 30 Note Backups should always be scheduled for off peak hours Running a backup during ...

Page 36: ...MS 400 during this time 3 First choose from media either File or QIC then click on the desired backup set from the list of backup sets displayed 4 The data categories in the selected backup set will be shown To deselect a category simply uncheck the relevant box Note When QIC is selected ALL data will be selected by default for backup No selection is allowed nor needed Nortel Hospitality Messaging...

Page 37: ...03 Point 2 of the HMS 400 Installation Guide NN42350 301 Backup and Restore Logs The logs for the backup and restore transactions are located in C HM Backup Restoring the System from Image Disk This section describes the steps to restore the HMS 400 from an image CD in the event of hard disk failure Procedures to restore from an Image Disk are as below 1 Remove the dongle from the USB port 2 Ensur...

Page 38: ...bout 8 minutes to insert the next media Disk 2 of 2 Press any key to continue Press any key Would you like to proceed with this recovery function and a complete overwrite of all present hard drive data Y N Type Y Upon typing Y a Loading Symantec Ghost 7 5 screen will appear Insert next media and press enter to continue or click OK Remove Recovery CD 1 from the CD Rom and Insert CD 2 into the CD Ro...

Page 39: ...ed up This is the Windows operating system detecting the Dialogic Digital Set Emulation card s There is no need to restart the PC 2 Run DCM Start button Æ Programs Æ Intel Dialogic System Release 6 0 PCI Æ Configuration Manager DCM 3 No card is detected at this point 4 Click System and select Auto Detect Devices 5 Dialogic will begin detecting card s on the system Nortel Hospitality Messaging Serv...

Page 40: ...d proceed to step 5 If you do not have a backup set available continue to configure your system from the Configuration Wizard as detailed in the Installation guide 9 Start the Backup and Restore function from C HM Backup Backup exe 10 Restore your system from the appropriate backup set Refer to Restoring the System on Page 35 11 Lastly install the latest PEP available for the HMS400 Refer to Chapt...

Page 41: ... how to install additional Dialogic Cards in the event of expanding the number of channels or ports on the HMS 400 In This Chapter Installing the Dialogic Card 43 Configuring Dialogic Card 46 Testing the Channels 52 Nortel Hospitality Messaging Server 400 41 Maintenance Guide ...

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Page 43: ...rver hardware maintenance on page 97 1 Shutdown the PC and disconnect power cords before installing the card refer to To disconnect the power and peripheral device cables on page 98 2 Remove the side cover of the HMS 400 refer to Removing the Side Cover on page 100 3 Select the next available PCI expansion slot and remove the slot s retaining screw and access coverplate Nortel Hospitality Messagin...

Page 44: ...e server for expansion a special cable called the OCP 5Drop CTBus Cable is needed to connect all the cards This cable supports up to a maximum of 5 cards This cable comes together with all single board servers and its location is as shown in the picture below Nortel Hospitality Messaging Server 400 44 Maintenance Guide ...

Page 45: ...l boards have been connected If there are more than 1 but less than 5 boards the last drop of the cable must be used to terminate the connection on the last card 6 Attach the 36 position connector of the D82U Cable to the rear bracket of the D82JCTU card and 25 pair connector to the breakout box Nortel Hospitality Messaging Server 400 45 Maintenance Guide ...

Page 46: ...uration Manager DCM Note Do not attempt to use Windows Add Remove Hardware to detect the Dialogic Cards 2 Select Local computer name and click Connect Auto detection of card s will begin 3 The model of the card s will appear with their corresponding board and slot numbers The red circle over the icon of each card signifies that the Dialogic Service has been stopped or has not been started 4 Right ...

Page 47: ...April 2006 5 Click on the Misc tab and from the parameters displayed choose PBXSwitch Nortel Hospitality Messaging Server 400 47 Maintenance Guide ...

Page 48: ...Norstar to Nortel_Meridian_1 and click OK 7 Next click on the Telephony Bus tab and then select the PCM Encoding parameter Change the setting to ALAW for EMEA APAC or ULAW NA CALA Pakistan Nortel Hospitality Messaging Server 400 48 Maintenance Guide ...

Page 49: ...April 2006 8 Click on the Green Play button on the toolbar to start the service Nortel Hospitality Messaging Server 400 49 Maintenance Guide ...

Page 50: ... the longer it takes 5 cards 4 5 minutes 10 Once started click Settings on the menu bar select System Device autostart and then Start System This will then activate auto startup of Dialogic service every time the PC is boot up Nortel Hospitality Messaging Server 400 50 Maintenance Guide ...

Page 51: ...ts have been keycode activated but the display still shows an error port or ports then that has to be investigated into Steps to take in the order shown when error ports appear are 1 Restart the Dialogic Services 2 Check whether the Dialogic cable the cable shown above is securely fastened Unplug and then reconnect it to be certain Note Give the display a couple of seconds to refresh itself 3 Chec...

Page 52: ...est To run the channel integrity test follow the steps below Go to Windows Start button Æ Programs Æ Intel Dialogic System Release 6 0 PCI Æ Demos Æ Voice Æ Pansrmtc At the Polled Mode Phone Demo screen change the total channel number to 8 and then click Open Intel Channels Call the channel to be tested and the phone icon will go off hook to indicate that the channel has answered If the prompt bei...

Page 53: ... Transfer Test To test the channel s ability to perform a call transfer run the following utility Windows Start button Æ Programs Æ Intel Dialogic System Release 6 0 PCI Æ Demos Æ PBXIntegration Æ PBXIntegrationDemo Click Options on the menu bar and select Properties Nortel Hospitality Messaging Server 400 53 Maintenance Guide ...

Page 54: ...length accordingly before running the test Then click Options again but this time select Input String No changes need to be done on the new window as the default settings are already set correctly Click OK to proceed Nortel Hospitality Messaging Server 400 54 Maintenance Guide ...

Page 55: ...card To test the first 4 channels highlight the first board then click OK channel 1 is selected by default or choose a different channel to test To start the test call the channel and a prompt will be played upon the channel answering requesting the extension number of the party to be transferred to Nortel Hospitality Messaging Server 400 55 Maintenance Guide ...

Page 56: ...y in the extension after the Intro prompt It will then play the Transfer prompt The next screen shows the call being made as well as the extension dialed Nortel Hospitality Messaging Server 400 56 Maintenance Guide ...

Page 57: ...then the transfer works Hang up and click File on the menu bar then select Close to stop the channel Proceed to test another channel by repeating step 4 onwards or click File again and select Exit to close the application Nortel Hospitality Messaging Server 400 57 Maintenance Guide ...

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Page 59: ...emote access This service is important for support representative to conduct diagnostics upload patches and other administrative functions on the HMS 400 server from a remote location In This Chapter Overview 61 Installing and Configuring USB Modem 61 Configuring pcAnywhere 61 Nortel Hospitality Messaging Server 400 59 Maintenance Guide ...

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Page 61: ...am on page 73 2 Windows 2000 professional will detect the new hardware and install it You may be required to install a modem driver Refer to the modem manufacturer s installation guide that is included with your modem 3 Attach an analog telephone line to the modem jack It is recommended to test this line by connecting it to a phone first to ensure it is able to accept incoming calls Configuring pc...

Page 62: ...esign Not disclosed Nortel Networks Technical Support To configure pcAnywhere follow the procedures below 1 Click Start Æ Programs Æ Symantec pcAnywhere 2 At the pcAnywhere Manager on the left panel click Host 3 At the Actions panel click Properties Nortel Hospitality Messaging Server 400 62 Maintenance Guide ...

Page 63: ...il 2006 Result The Host Properties screen will appear 4 Select the Connection Info tab a Check on the USB modem that you have installed earlier Nortel Hospitality Messaging Server 400 63 Maintenance Guide ...

Page 64: ...ettings Tab a Check Launch with Windows and ensure settings are as shown in the example below b Click Apply 6 Select the Callers tab a At the Authentication Type select pcAnywhere Nortel Hospitality Messaging Server 400 64 Maintenance Guide ...

Page 65: ...06 b Click on the New Item icon as shown in the example above Result The Caller Properties New Caller window appears c Select the Identification Tab Nortel Hospitality Messaging Server 400 65 Maintenance Guide ...

Page 66: ... the Password field type a new password for the caller iii In the Confirmation field type the new password again d Select the Privileges Tab i Check on Superuser e Click OK Result The newly created caller account appears the Caller list Nortel Hospitality Messaging Server 400 66 Maintenance Guide ...

Page 67: ...6 7 Repeat step 6 to create another caller account if necessary 8 Select Security Options tab a Ensure settings are as shown in the following example Nortel Hospitality Messaging Server 400 67 Maintenance Guide ...

Page 68: ...ion To change passwords follow the instructions below 1 Click Start Æ Programs Æ Symantec pcAnywhere 2 At the pcAnywhere Manager on the left panel click Host 3 At the Actions panel click Properties Result The Host Properties screen will appear 4 Select Callers tab 5 Click on the caller account for example HMSDist that you wish to change the password for then click on the Properties icon as shown i...

Page 69: ...ord field delete the old password and type the new caller password 8 In the Confirm Password field delete the old password and type the new caller password again 9 Click OK 10 To change password for another caller account repeat steps 5 to 9 Nortel Hospitality Messaging Server 400 69 Maintenance Guide ...

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Page 71: ... how obtain and install patches and enhancement packages to the HMS 400 In This Chapter About PEPs 73 Connecting the Server to customer LAN 73 How to acquire new PEPs 74 Installing PEP Packages 75 Installing the Intelligent PEP 81 Nortel Hospitality Messaging Server 400 71 Maintenance Guide ...

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Page 73: ... Connecting the Server to customer LAN This section provides instructions to set a temporary connection to the customer LAN for downloading PEPs Note The customer LAN connection is temporary Nortel Networks does not recommend a permanent connection to the customer LAN To connect the server to the customer LAN 1 Locate the customer LAN connector on the back of the server Note The customer LAN conne...

Page 74: ...EP PEP availability format How to acquire it HMS400 System Software Update CD NTUB30AA You can order the HMS400 System Software Update CD from Nortel Networks There is no charge for the CD Downloadable SU or PEP files from Nortel Networks Access the Nortel Networks Enterprise Solutions PEP Library ESPL at one of the following URLs The ESPL website is available at http www nortelnetworks com espl a...

Page 75: ... of system problems For specific PEP installation instructions refer to the readme files that are provided with the PEP In many cases PEPs must be uninstalled and installed in a specific order The readme files provide these instructions When the readme files instruct you to uninstall or install PEPs refer to the procedures in this section ATTENTION If your HMS 400 system is up and running Nortel N...

Page 76: ...r G release PEP If there is then a message will pop up as shown below asking the user to uninstall that PEP after which the installation will be aborted For steps on uninstalling a PEP see To uninstall a PEP below 1 Shut down the HMS 400 system 2 Shut down the PMSI module as well by right clicking it on the tray icon Press yes to confirm 3 Run the PEP executable file from where it was saved to 4 A...

Page 77: ...d move them to a new folder that it has created called Old Files then copy the new patches into their respective folders When it has completed all that click Finish to end and exit 8 Restart the HMS400 system Nortel Hospitality Messaging Server 400 77 Maintenance Guide ...

Page 78: ... the way it should then follow the un installation steps below 1 Shut down the HMS 400 system Refer to HMS 400 Installation and Configuration Guide NTP NN42350 301 Chapter 7 Stopping the System on Page 103 2 Shut down the PMSI module by right clicking it on the tray icon Press yes to confirm 3 Go to Windows Start Settings Control Panel Add Remove Programs 4 Look for the previous PEP version click ...

Page 79: ...example HM040002G003 Updated date is the PEP installation date Status is either Installed for the latest PEP or Uninstalled for the older PEP s 4 Double click on any of the PEP name to view its details as shown below Nortel Hospitality Messaging Server 400 79 Maintenance Guide ...

Page 80: ... then the creation date of the file would be displayed instead Remarks are the details of the patches being installed 5 Select File Log to view each PEP s installation and un installation information 6 Information on the logs include Date and time of a PEP installation Date and time of a PEP un installation Description of each transaction successful or failed Nortel Hospitality Messaging Server 40...

Page 81: ...the package selection as well as its installation will be handled by the inherent intelligence of the PEP and so is transparent to the user This is achieved by looking up the PEP log file which keeps a record of the last installed PEP For instance if the system were running PEP16 before the installation of PEP34 the new PEP installer would automatically select the Basic package and install it Conv...

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Page 83: ... for using resources available on your HMS 400 Server to troubleshooting hardware problems In This Chapter Overview 85 Interpreting rear panel LEDs 89 Interpreting Beep Codes 89 SCSI controller diagnostics 91 System Event Log 92 Nortel Hospitality Messaging Server 400 83 Maintenance Guide ...

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Page 85: ...s What to do when the server fails to boot into service Viewing the System Event Log LED locations The following diagram shows where the LEDs are located The server LEDs from top to bottom and left to right indicate the status of the following the network interfaces hard drive power sleep system LEDs are also provided on the SCSI tape drive faceplate floppy disk drive faceplate and the IDE CD ROM ...

Page 86: ...alid IP settings on the HMS 400 server Blinking rapidly Activity is occurring on the network Note This does not mean that the HMS 400 server is actually transmitting or receiving packets Hard drive LED states The hard drive LED the first LED in the row of LEDs below the power button on the HMS 400 server s front panel is not used because the HMS 400 server is actually equipped with two hard drives...

Page 87: ...ge fault has occurred A fatal error occurred during the power on status test POST Tape drive LED states This section only applies if tape drive is installed on the HMS 400 The HMS 400 server is equipped with an SLR60 tape drive optional Three LEDs are located on the drive s front panel They are referred to as left center and right in the following table Left LED Ready Green Center LED Activity Gre...

Page 88: ... Blinking Unrecoverable tape drive failure Cartridge failure Microcode download failure Note If the LED states indicate an error contact your Nortel Networks technical support representative CD ROM drive LED states The CD ROM drive s status LED is located on the drive s front panel Refer to the following table when interpreting the CD ROM drive s status IF the CD ROM drive LED is THEN off the CD R...

Page 89: ...nable to boot from floppy disk drive or CD ROM drive Recovery process will retry Series of low pitched single beeps Recovery failed Unable to process valid BIOS recovery images BIOS already passed control to the operating system and flash utility 2 long high pitched beeps Recovery complete BIOS recovery succeeded Ready for power down or restart 3 Recovery failed Recovery failed Disk is not bootabl...

Page 90: ...or 3 beep codes Number of beeps POST code Expansion card controller 3 00h No memory was found in the system 3 01h Memory of mixed types was detected 3 02h EDO is not supported 3 03h First row memory test failure 3 04h Mismatched DIMMs in a row 3 05h Base memory test failure 3 06h Failure in decompressing post module 3 07 0Dh Generic memory error 3 0Eh SMBus protocol error 3 0Fh Generic memory erro...

Page 91: ...but fails to boot into HMS 400 view the event logs For instructions see To Display the System Event Log on page 91 6 If you still cannot find the cause of the boot failure after performing the tasks described in the following sections call your Nortel Networks technical support representative When the HMS 400 server does not boot and there are no audible beeps If no fans are turning 1 Ensure that ...

Page 92: ...dition to the Windows 2000 Professional event log the HMS 400 System Event Log is a utility on the HMS 400 server that reports hardware related errors Use the System Event Log when the status LED on the server s front panel indicates a problem or the server will not start Windows Events are reported in the System Event Log only if event logging is enabled in the HMS 400 server s BIOS Logging is en...

Page 93: ...s 8 Alternatively you can save it to a file by pressing Alt F to display the File menu 9 Press the down arrow to choose Save As 10 In the dialog box that appears type a name for the file Note The file name should contain no more than 8 characters plus the 3 character extension 11 Press Tab three times to move the cursor to the Drives list box at the bottom of the screen 12 Press the up arrow twice...

Page 94: ...nter to activate OK Result The SSU closes 21 Remove the CD ROM and the diskette from their respective drives 22 Press Ctrl Alt Delete to restart the server To view the contents of the system event log file Open the system event log file on the floppy on another PC using a text editor such as Notepad Nortel Hospitality Messaging Server 400 94 Maintenance Guide ...

Page 95: ...lace and install chassis components In This Chapter Preparing the server for hardware maintenance 97 Removing the Side Cover 100 Removing and Replacing the Upper Fan Holder Foam 101 Replacing the Side Cover 103 Replacing System Fans 103 Nortel Hospitality Messaging Server 400 95 Maintenance Guide ...

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Page 97: ... the components or gold edge connectors of cards or boards CAUTION Risk of equipment damage Place the server on its side to prevent the server from accidentally falling over This provides greater stability If you attempt to work with the server in its standing position it may tip over when you remove or insert components If the server is equipped with chassis feet do one of the following Remove th...

Page 98: ...or do the following 1 Shutdown the HMS 400 application and Windows 2000 Professional 2 Power off the server 3 Label and disconnect the power cable and any other peripheral cables that may be in your way 4 Refer to the diagram below to identify the connectors on the server s back panel Nortel Hospitality Messaging Server 400 98 Maintenance Guide ...

Page 99: ...feet on page 99 WARNING Risk of personal injury or equipment damage Failure to follow the procedures in Preparing for hardware maintenance on page 97 can result in electrical shock or equipment damage Nortel Hospitality Messaging Server 400 99 Maintenance Guide ...

Page 100: ...an result in electrical shock or equipment damage Removing the Side Cover This section describes how to remove the server s side cover so that you can work with interior components The side cover is on the left side of the server when the server s front panel is facing you To remove the side cover WARNING Risk of personal injury To prevent personal injury use caution when you handle the sharp edge...

Page 101: ... depression on the side cover and then as you apply pressure pull the cover approximately 2 5 cm 1 in away from the front of the server until it stops 3 Use both hands to lift the cover away from the chassis 4 Set the cover aside Removing and Replacing the Upper Fan Holder Foam The interior of the server contains two layers of fan holder foam which secures and stabilizes the cooling fans and add i...

Page 102: ...pper fan holder foam beneath the edge of the server chassis 3 Align the slots on the underside of the foam with the fans and add in boards Use your fingers on the underside of the upper fan holder foam to determine correct placement of the fans The fans must sit straight inside the foam sockets They must not align with the left side of the foam 4 Press the foam into place You may need to wiggle th...

Page 103: ...oose parts inside the server chassis 1 Hold the cover flat against the chassis 2 Slide the cover toward the front of the server until it locks into place 3 Tighten the two thumbscrews on the back of the server 4 If you removed the chassis feet reinstall them 5 Connect all external peripheral device cables and the power cord to the back panel 6 Power up the server Replacing System Fans For cooling ...

Page 104: ...of the server Two fans draw air through the lower media drive bays and provide cooling to the add in boards The third fan provides cooling for the system s processor See Front system fans 2 Two fans are located at the back of the server These fans draw air through the upper media drive bays cool the server s interior and assist in evacuating hot air through the back of the server See Rear system f...

Page 105: ...ns To remove a front system fan 1 Prepare the server for front system fan replacement as follows a Shut down the server and then disconnect the power and peripheral device cables b Place the server on its side c Remove the side cover d Remove the upper fan holder foam WARNING Risk of personal injury or equipment damage Failure to follow the procedures in Preparing for hardware maintenance on page ...

Page 106: ...rections Í Ð Connect the fan s power cable as follows 2 Insert the fan s power cable into its slot on the bottom fan holder foam and route the cable as shown in the preceding diagram 3 Connect the fan s power cable to its connector on the motherboard The connector is keyed so that it can be attached only one way Note The fan closest to the top of the server connects to the connector labeled sysfan...

Page 107: ...r System Fan Replace a malfunctioning fan with the same type as the one removed For more information about replacing a fan contact your customer service representative Note The fan replacement kit contains four fans two front fans and two rear fans To remove a rear system fan 1 Prepare the server for rear system fan replacement as follows a Shut down the server and then disconnect the power and pe...

Page 108: ...he fan closest to the top of the server connects to the connector labeled sysfan1 The fan closest to the bottom of the server connects to the connector that is labeled sysfan2 4 Wrap excess cable length with a twist tie or cable wrap and ensure that it is placed away from the fans CAUTION Risk of equipment damage If a cable is caught in a fan the fan will break 5 Replace the server s side cover 6 ...

Page 109: ...me slide the fan onto the supporting posts ATTENTION To ensure proper cooling operation ensure that the fan s printed label is facing the back of the server and the arrows embossed on the fan casing are facing the following directions Í Ð Ensure that the fan s cable is inside the bracket tab This secures the cable to prevent damage Ensure that the bracket tabs engage with the edges of the fan casi...

Page 110: ...he bottom fan holder foam 6 Replace the upper fan holder foam For instructions see To replace the upper fan holder foam on page 101 7 Replace the server s side cover 8 Reconnect all peripheral device cables and power cord 9 Power up the server Nortel Hospitality Messaging Server 400 110 Maintenance Guide ...

Page 111: ...place or install media drives such as tape drive hard disk CD ROM and floppy drive In This Chapter Replacing a hard drive 113 Installing Replacing a Tape Drive 117 Replacing the CD ROM Drive 121 Replacing the floppy disk drive 122 Nortel Hospitality Messaging Server 400 111 Maintenance Guide ...

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Page 113: ...pped with one 36 Gbyte wide SCSI hard drive each one inch high The last bay must remain empty to ensure proper system cooling CAUTION Risk of equipment damage The internal SCSI interface in this system supports only single ended SCSI devices Use Nortel Networks authorized drives only SCSI drive cabling The hard drive assembly package includes a standard 68 pin 68 conductor twisted pair wide 16 bit...

Page 114: ... bay 7 empty Not applicable Not applicable Drive bay 8 empty Not applicable Not applicable Drive bay 9 bottom slot This slot must remain empty to ensure proper system cooling Filler panels and EMI shields System EMI integrity and cooling are both protected by drives that are installed in the bays or by filler panels and EMI shields that cover the bays When installing drives save the panel and shie...

Page 115: ... equipment damage Failure to follow the procedures in Preparing for hardware maintenance on page 96 can result in electrical shock or equipment damage 2 Open the front panel on the server 3 Remove and save the two screws that secure the drive s carrier to the front of the chassis 4 Pull the drive out slightly about 1 cm 0 5 in This will create more space between the front system fans and the drive...

Page 116: ...a Remove the four screws that attach the drive to the carrier b Lift the carrier off of the hard drive c Place the drive in an antistatic protective wrapper 5 Position the new drive component side down inside the drive carrier and then attach the four screws that you removed earlier Ensure that the connectors on the back of the drive are flush with the rear of the drive carrier 6 Continue with To ...

Page 117: ...s into place 6 Secure the drive carrier to the front of the server with the screws you removed earlier Tighten the screws firmly 7 Ensure that all media drive cable connections are secure Note Connectors could be dislodged when you slide the hard drive all the way inside the bay CAUTION Risk of data loss corruption or system malfunction If the hard drive cable connections are loose data loss data ...

Page 118: ...gs may already be properly configured If it is not clear from the drive manufacturer s documentation how to set jumpers contact your Nortel Networks technical support representative Ensure that the hard drives are configured as follows for instructions refer to the original equipment manufacturer documentation SCSI ID 2 active terminators Term Enable disabled Note Termination is provided by an Act...

Page 119: ...ge Failure to follow the procedures in Preparing the server for hardware maintenance on page 96 can result in electrical shock or equipment damage 2 Disconnect the faulty drive s power and signal SCSI cables 3 Open the front panel on the server 4 Remove and save the two screws that secure the tape drive to the front of the chassis 5 Pull the tape drive out of the chassis and then place it on an an...

Page 120: ...b If a terminator is not attached to the cable attach a wide SCSI terminator to the other end of the SCSI cable c Connect the second connector on the SCSI cable to the tape drive Hard drive will also be connected to a connector located somewhere at the mid of the cable or whichever comes closer to the hard drive bay location d For proper cooling and airflow neatly fold and secure the excess signal...

Page 121: ...drive is installed in the top bay 1 Prepare the server for CD ROM drive replacement as follows a Shut down the server and then disconnect the power and peripheral device cables b Remove the side cover c Remove the upper fan holder foam WARNING Risk of personal injury or equipment damage Failure to follow the procedures in Preparing the server for hardware maintenance on page 96 can result in elect...

Page 122: ...e new drive Ensure that the first set of holes on the bracket is aligned with the screw holes closest to the front of the CD ROM drive 5 Slide the new CD ROM drive into the drive bay and secure it to the front of the server with the screws you removed earlier 6 Reconnect the CD ROM drive s IDE cable to IDE0 blue connector on the motherboard Ensure that the blue stripe on the cable at the motherboa...

Page 123: ...c screwdriver can result in screws being lost between the chassis and plastic bezel CAUTION Risk of data loss Keep magnetic screwdrivers away from hard drives floppy disks and backup tapes to prevent data loss 1 Prepare the server for floppy disk drive replacement as follows a Shut down the server and then disconnect the power and peripheral device cables b Remove the side cover c Remove the upper...

Page 124: ...the chassis 7 Remove the four screws that hold the bracket to the drive and set them and the bracket aside 8 Place the drive in an antistatic protective wrapper 9 Continue with To install a replacement floppy disk drive To install a replacement floppy disk drive 1 Remove the new floppy disk drive from its protective wrapper and place it component side up on an antistatic surface 2 Record the drive...

Page 125: ...y disk drive s signal cable to the drive Note The connectors are usually keyed to allow you to easily reconnect them to the drive If they are not keyed insert both cables so that the red wires are closest to the center of the drive CAUTION Risk of data loss If the floppy disk drive contains a floppy disk and the signal cable is connected backwards data loss can occur The LED at the front of the dr...

Page 126: ...April 2006 Nortel Hospitality Messaging Server 400 126 Maintenance Guide ...

Page 127: ...PU This chapter provides instruction on how to remove and replace DIMMs or add and the CPU on the HMS 400 server In This Chapter Replacing or adding baseboard DIMMs 129 Replacing the CPU 131 Nortel Hospitality Messaging Server 400 127 Maintenance Guide ...

Page 128: ...April 2006 Nortel Hospitality Messaging Server 400 128 Maintenance Guide ...

Page 129: ...ortel Networks sales representative or customer support representative for a list of approved Nortel Networks qualified DIMMs for the HMS 400 server ATTENTION Do not use DIMMs that have not been approved by Nortel Networks DIMM removal and installation diagram When installing DIMMs ensure that the slots are populated in order starting with the slot closest to the power connector DIMM 1A This is th...

Page 130: ...tors Carefully lift it away from the socket and store it in an antistatic package 4 Repeat to remove other DIMMs as necessary 5 If you are replacing a DIMM continue with To install baseboard DIMMs below To install baseboard DIMMs CAUTION Risk of equipment damage and data corruption Use only Nortel Networks approved DIMMs A mixture of dissimilar metals from the use of non approved DIMMs can cause l...

Page 131: ... kbytes of L2 cache memory Note A higher frequency microprocessor may be provided if the above mentioned frequency becomes obsolete heat sink with guides and clips syringe containing heat sink grease heat sink housing fan WA WARNING Risk of equipment damage The microprocessor is extremely sensitive to electrostatic discharge ESD and requires careful handling to avoid static damage To prevent ESD p...

Page 132: ...ds remove the heat sink housing as follows a Grasp the bottom edge of one side of the heat sink housing and pry the bottom tabs away from the heat sink CAUTION Risk of equipment damage Ensure that you do not bend the wings of the heat sink while removing the heat sink housing as this will cause damage to the heat sink b Repeat step a for the other side c Lift the housing away from the heat sink 4 ...

Page 133: ...eat sink while removing the clips as this will cause damage to the heat sink 5 Remove the heat sink 6 Remove the microprocessor as shown in the following diagram a Lift the lever that secures the microprocessor to the motherboard Nortel Hospitality Messaging Server 400 133 Maintenance Guide ...

Page 134: ...ue with To install a new CPU on the next section To install a new CPU CAUTION Risk of electrical damage Wear an antistatic ESD wrist strap during the entire CPU replacement process 1 Remove the new microprocessor from its antistatic package CAUTION Risk of equipment damage Do not touch the pins on the microprocessor The pins are static sensitive and bend easily Nortel Hospitality Messaging Server ...

Page 135: ...roprocessor in the photograph above c Apply gentle downward pressure to the microprocessor to seat it in its socket d Lower and secure the lever e Apply all of the thermal grease in the syringe that was provided in the CPU assembly package to the metal square on the microprocessor f Place the heat sink on top of the microprocessor and then apply light pressure in a circular motion to spread the gr...

Page 136: ...e clip over the tab on the heat sink guide c Slide the clip forward or back until the tab is in the small portion of the hole d With both hands apply even downward pressure on the ends of the clip until it snaps into place over the end tabs on the heat sink guides 4 Use both hands to install the heat sink housing assembly as shown in the following diagram see also the description that follows Note...

Page 137: ... top of the housing and work with the bottom tabs until the housing snaps into place When all four tabs are secured the housing will not move 5 Install the processor fan For instructions see To install the processor fan on page 108 6 Replace the upper fan holder foam 7 Replace the server s side cover 8 Reconnect all peripheral device cables and power cord 9 Restart the server and ensure that HMS 4...

Page 138: ...April 2006 Nortel Hospitality Messaging Server 400 138 Maintenance Guide ...

Page 139: ...will provide the necessary settings information and procedures to update the system BIOS In This Chapter Overview 141 BIOS Settings 141 Updating and configuring the BIOS 144 Recovering From Corrupted CMOS and BIOS 145 Nortel Hospitality Messaging Server 400 139 Maintenance Guide ...

Page 140: ...April 2006 Nortel Hospitality Messaging Server 400 140 Maintenance Guide ...

Page 141: ... releases are not being used on the HMS 400 server they must be updated To determine the BIOS release 1 Start or restart the server 2 Read the BIOS version on the display The BIOS version appears after the MAC address information You can also find the BIOS version in the BIOS configuration sections in the server menu See To configure the BIOS for instructions BIOS Settings This section identifies ...

Page 142: ...change CMOS values USB Enabled NIC1 Enabled NIC2 Enabled Video Enabled SCSI Enabled Option ROM Enabled where applicable PCI slots ROM Enabled Integrated Peripheral Configuration COM1 IRQ4 COM2 2f8 IRQ3 Parallel Port ECP 378 IRQ7 DMA Channel 3 Floppy disk controller Enabled Legacy USB support Auto Front Panel USB Disabled Memory Configuration Bank 1 Installed Bank 2 Not installed shown in grey Memo...

Page 143: ...n Clear All Events log No Event Logging Enabled Critical Event Logging Enabled Fault Resilient Booting Late POST timeout Disabled Fault Resilient Booting Stay on Hard Disk OS Boot Timeout Disabled PXE OS boot timeout Disabled Disabled Assert NMI on PERR Assert NMI on SERR Disabled FRB 2 Policy Disable BSP POST Error Pause Enabled Boot Monitoring Disabled Boot Monitoring Policy Retry 3 times Boot O...

Page 144: ...ove the BIOS update disk from the server s floppy disk drive 5 When the server has rebooted continue with To configure the BIOS to configure the BIOS Note Only options that need to be changed from their defaults are described below As you perform this procedure you should still validate that all BIOS settings conform to the values listed in BIOS settings on page 141 To Configure the BIOS 1 During ...

Page 145: ...ess the CMOS may be corrupted To correct this follow the procedure in To recover from a corrupted CMOS below In situations where a BIOS is corrupt or a BIOS update is not successful the HMS 400 server can start in recovery mode To boot in recovery mode follow the procedure in To recover from a corrupted BIOS To recover from a corrupted CMOS 1 Power down the server 2 Remove the server cover and acc...

Page 146: ...s finished A successful update ends with two high pitched beep tones A failed update is indicated by a long series of short beep tones This indicates that some of the BIOS files may be corrupted Three beeps indicates that the BIOS update disk is not inserted in the floppy disk drive or is not bootable 8 When the BIOS update is finished the server will restart automatically 9 While the server is re...

Page 147: ...er includes examples of Atlas DBEngine and PMSI log files that can assist in troubleshooting the HMS 400 system In This Chapter Atlas log files 149 DBengine Log Files 151 PMSI Log Files 154 Nortel Hospitality Messaging Server 400 147 Maintenance Guide ...

Page 148: ...April 2006 Nortel Hospitality Messaging Server 400 148 Maintenance Guide ...

Page 149: ... Extension No Atlasdd log System Atlas restart time 00 14 18 System Terminated 00 14 58 Connected To Medusa Server 00 14 58 System Started 00 15 00 Start Initializing ATLAS 00 15 00 ChannelDevice Initialize Total Channel 32 00 15 00 DialogicSpecific Initialize Total Channel 32 08 21 2004 00 15 00 Ln 23 DataBridge ERR Add MWL Line 08 21 2004 00 15 00 Ln 8 DataBridge ERR Add MWL Line 00 15 00 Format...

Page 150: ... for room 10420 at 06 30 Room 16427 didn t answer the AWU call at 06 30 on the first attempt System reschedules it to 06 32 This is used to check when an AWU call was set for a particular room and the status of that call Search Keyword Set Room Number AWU call command 06 30 00 RX DBENGINE 2 16176 1 06 30 00 RX DBENGINE 2 16381 1 06 30 00 RX DBENGINE 2 16427 1 06 30 00 RX DBENGINE 2 10420 1 06 30 0...

Page 151: ...rect MWL command has been sent according to the message status Search Keyword Leave Retrieve All CPI received from the PBX 07 06 08 Line 99 CPI 16219 Call Type D 07 16 54 Line 99 CPI 16271 Call Type NA 09 18 52 Processed CPI Call Type 09 21 41 Processed CPI Call Type 09 21 45 Processed CPI 6300 Call Type Direct call from 16219 to Vmail Forwarded No Answer from 16271 Maid Status posting TUI access ...

Page 152: ...e Type VOICE 08 28 2004 9 49 11 AM Found C HM mailbox 99 msg69 d40 08 28 2004 9 49 11 AM Changing Mailbox 99 Message 69 from NEW to OLD 08 28 2004 9 49 11 AM STAGE 2 for Mailbox 99 08 28 2004 9 49 11 AM 1 Checking Message TABLE Message ID 69 Message Type VOICE 08 28 2004 9 49 11 AM 1 Checking Mailbox Message TABLE Message ID 69 08 28 2004 9 49 11 AM T 2 17307 2 to PMSI 08 28 2004 9 49 11 AM R ATLA...

Page 153: ...004 15 57 46 R OFFICE 11 2010 3 1 09 15 2004 16 00 56 R ATLAS 30 2031 Message Msg ID 3 undeleted from system manually Search Keyword Office 11 All messages undeleted for Room 2031 from TUI Search Keyword Atlas 30 MWL On Off for Admin Extensions 09 15 2004 15 51 54 T 4 1 KF 2010 KF to ATLAS 09 15 2004 15 57 13 T 5 1 KE 2010 KE to ATLAS MWL On for Extension 2010 Code 4 Keyword T 4 or KF MWL Off for ...

Page 154: ...Check In Out Guest Info Update 09 25 2004 1 13 14 PM RawR SE ST 7544 SLIND CH IN 09 25 2004 1 13 14 PM S Ack 09 25 2004 1 13 14 PM Check In Room 544 Extn 7544 Name SLIND Lng Group OR 09 03 2004 11 20 56 AM RawR SE CP 16178 Norris Megan LA 0 CH IN 09 03 2004 11 20 56 A S Ack 09 03 2004 11 20 56 AM Check In Room 16178 Extn 16178 Name Norris Megan Lng 0 Group 09 25 2004 1 06 27 PM RawR SE ST 7699 CH ...

Page 155: ...6271 Text message notification Search Keyword MW Room Number Copy Mailbox Command Messages Only 03 30 2005 5 36 49 PM S IS VC 3300 1 0 03 30 2005 5 36 50 PM S IS VC 3302 1 0 03 30 2005 5 36 50 PM R Ack 03 30 2005 5 38 03 PM RawR IS CM VM 3300 3302 03 30 2005 5 38 03 PM RoomChange 3002 OldRoom 3000 Extn 3302 OldExtn 3300 03 30 2005 5 38 03 PM R Ack 03 30 2005 5 38 03 PM SPCIVMail RC pFOS 3002 3000 ...

Page 156: ...4 3 59 12 PM VMail1 S 1 PMSI DBEngine 5 16271 08 23 2004 3 59 12 PM S MW pFOS 16271 16271 1 08 23 2004 4 50 47 PM VMail1 RawR ATLAS 1 15123 08 23 2004 4 50 47 PM MsgWaiting 15123 T 0V 1F 0 08 23 2004 4 50 47 PM WSP VM pVMail 15123 15123 01 01 Function 1 Text Message ON Code 5 for Extension 16271 Search Keyword Room Number Dbengine 5 Voice Message ON Code 1 for Extension 15123 Search Keyword Room N...

Page 157: ......

Page 158: ...of transmitting data and call messaging between the HMS 400 server and the switch or system is proprietary to Nortel Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel prior to such use Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds f...

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