MITEL COMMUNICATIONS DIRECTOR TROUBLESHOOTING GUIDE MITEL COMMUNICATIONS DIRECTOR RELEASE 6.
NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks™ Corporation (MITEL®). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document.
Table of Contents Chapter 1: Introduction About this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Supporting Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Accessing Mitel OnLine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Access eDocs for the Latest Documentation . . . .
Troubleshooting Guide Chapter 3: Hardware Hardware Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Hardware Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Controllers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 MXe Controller . . . . . . . . . . . . . . . . .
Table of Contents Features H to K. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 Features L to O. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 Features P to R. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 Features S to V. . . . . . . . . . . . . . . . . . . . . . . . .
Troubleshooting Guide Multi-Node Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 MNM Fault Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 MNM Backup and Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 MNM Application Reach Through . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Setting the Phone Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191 Using Tools and Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191 IEEE 802.1X Authentication for IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193 Configuring an Authentication Username and Password . . . . . . . . . . . . . . . . . . . . . . . . . .
Troubleshooting Guide Software Logs for System Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223 Hot Desking Error Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224 Voice Mail System Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CHAPTER 1 INTRODUCTION
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Introduction About this Guide This guide provides troubleshooting information for the Mitel® 3300 IP Communications Platform (ICP). This guide is intended for use by Mitel certified 3300 ICP technicians. The troubleshooting information has been grouped by topic (Initial Setup, System Features, Devices, and so forth) and then organized into tables using the following structure: • Symptom, • Probable Cause, and • Corrective Action.
Troubleshooting Guide The documentation for the current and previous product release are available from the main page. The documentation for other past releases are available from the Documentation Library link. To view the available documentation, you will require • Internet access (high-speed is recommended) • Internet Explorer 5.5 or later • Adobe Acrobat Reader 4.
Introduction Resolving Technical Issues Use the following flowchart to resolve technical issues: Start Are you certified on the product and release? No Ask a technician in your organization who is certified on the product and release to resolve the problem. Yes Checked maintenance No and software logs? Refer to the “Check System” section in the MCD Technician’s Handbook for instructions.
Troubleshooting Guide A Is it a known problem with an existing fix? Yes Check Mitel Online to determine if a software update is available that remedies the problem. See “Checking for Fixes in Software Patches” on page 13. No Have you checked other related documents? Go to http://edocs.mitel.
Introduction B Are there other non-Mitel Yes components involved? Before you call Mitel technical support, ensure that the problem isn’t being caused by another manufacturer’s equipment. No Do you have technical consultation credits No in your account? Access the Online Services Desk to determine if you have credits. See “Checking for Fixes in Software Patches” on page 13. To purchase technical consultation credits, send in a purchase order.
Troubleshooting Guide C Ticket logged. Do you have new information regarding the problem? Access the Online Yes Services Desk and update your ticket with any new information. No Access the Online Services Desk to determine the status of your ticket.
Introduction Before you can become a registered user, you must purchase a minimum of five technical consultation credits. Your technical consultation credits can be used to purchase telephone support (standard and emergency). Note: If you have questions about the Technical Support Network Program or your access to Technical Support, please call 1-613-592-2122 ext. 5140 or e-mail your question to tsn@mitel.com.
Troubleshooting Guide program policies.TBs are published when required. - How to Articles: provide information on proper programming of features and applications - Troubleshooting Articles: provide troubleshooting procedures to help identify and solve issues. - Known Product Issues: describe product issues that are know by Mitel and are in the process of being resolved.
Introduction • Replacement of failed (out-of-box) system: if a system fails within the first 72 hours of service it will be replaced by Mitel. Direct requests for replacement of failed systems to Mitel Customer Service Group. Replacements of defective software, complete systems, or three or more components of a system must be authorized by Mitel Technical Support. What Products are Supported? For an up-to-date list of the products that are supported, see the Technical Support Network Program Guide.
Troubleshooting Guide Summary of Service Charges Table 1: Service Charges Free Support with subscription to Mitel TSN Products Current (all software releases currently on Price List, excluding spares) • Access to Mitel OnLine • Over the phone technical consultation for product and release certified technicians during normal business hours • Online Service Desk (OSD), view and update support tickets • After hours emergency consultation for certified technicians (see “Emergency Calls are Not Charged” on pa
Introduction 3. Select the product name (for example, 3300 Integrated Communications Platform). 4. Select the type of article you are looking for or choose All. 5. Click Search. Using the Online Service Desk (OSD) The Online Service Desk provides up-to-date information on your Support Notifications and Technical Credit balance.
Troubleshooting Guide 1. Log into Mitel OnLine. 2. Click click Technical and then click Software Downloads. 3. Click the product name (for example, 3300 Integrated Communications Platform). 4. Click the latest software update. 5. Open the Release Notes (RN). 6. In the RN, review the list of problems that are resolved in this software update. If your required fix is listed, read the RN carefully to ensure that the update is appropriate, download the update, and then install it on the system.
Introduction Accessing Product Support Before You Call 1. Are you certified on the product in question? 2. Have you searched the tables in this Troubleshooting Guide for a solution? 3. Have you checked the Mitel Customer Documentation site, Knowledge Base and training materials for a solution to the issue? 4. Is the product supported (see “What Products are Supported?” on page 11)? 5.
Troubleshooting Guide Table 2: Problem Details Required Information Details Site information Name, address, and phone number of end-user site Product What system or application is exhibiting the problem? What is the system or application variant (for example: 3300 ICP MXe or vMCD)? Country variant What country variant is selected for the controller? Software version What software version is the system running (for example, MCD Release 4.2 (10.2.2.
Introduction Table 2: Problem Details (continued) Required Information Details Maintenance and software logs Collect the logs associated with the problem. For example, collect errors on the maintenance port of the NSU. Collect the Alarm log details. On 3300 ICP systems, generate the system diagnostic report. (The PSTSWLOG and XRTC logs are included.) See MKB article 04-1000-00011 for instructions. The Mitel Knowledge Base article explains how to collect specific logs if ESM cannot be accessed.
Troubleshooting Guide 10. If the problem is with an IP Phone, have you collected the following information? Table 3: IP Phone Information Question Answer Comment Is there a PC attached to the IP Phone? If yes, please have the Network Interface Card (NIC) settings of the PC ready. It is recommended that NO power saving options and NO flow control options be enabled. Have there been broadcast storms? You can observe a broadcast storm using a packet analyzer (sniffer).
Introduction Table 3: IP Phone Information Question Answer Comment What type of phones are you using (for example 5330, 5340)? How many display phones are connected to the system? Do any of the phones have PC applications associated with them? These factors affect system performance. Is there a pattern? For example, does the problem follow the phone? Can you ping the IP phone? None. Have you noted any display information? None.
Troubleshooting Guide • For example, for customers in the Eastern Time Zone, “after-hours” is defined as 5:00 pm to 8:30 am Monday to Friday, and all day Saturday and Sunday. CAUTION: Mitel Technical Support will not provide password resets or changes to system options during after-hours support. CAUTION: After hours calls are charged at a higher rate. Emergency Calls are Not Charged If a technician is certified on the current product, phone consultation support is free for emergency calls.
Introduction Returning Faulty Hardware Any Field Replaceable Unit (FRU) that is found to be faulty must be returned with a repair tag containing the following information: The date the device is returned The site where the unit was installed The company name The product name The system serial number The software revision The assembly part number of the item being returned The assembly serial number of the item being returned (this is a white sticker located on the card itself
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CHAPTER 2 INITIAL SETUP
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Initial Setup Initial Setup Troubleshooting Tips Refer to the Technician's Handbook for instructions on how to install and set up a 3300 ICP controller. For hardware related issues, also see See “Controllers” on page 39. All Controllers Table 4: General Controller Setup Troubleshooting Symptom Unable to access the console screen.
Troubleshooting Guide Table 5: AX, MXe, CX, or CXi Controller Setup Troubleshooting Symptom Possible Cause Corrective Action Unable to establish communication with controller via maintenance PC Controller has not finished starting up. The controller can take up to 15 minutes to start up. PC communication application (for example VT 100 emulator program) serial port settings incorrect. See “Connect to PC” in the “Initial Setup” chapter of the MCD Technician’s Handbook for correct settings.
Initial Setup Table 5: AX, MXe, CX, or CXi Controller Setup Troubleshooting Symptom Possible Cause Corrective Action Issuing the close command during a secure Telnet session to the RTC results in an error message. When you issue the close command inside Telnet, the Telnet shell interprets it as a close(0) command and sends it to VxWorks. Refer to Mitel Knowledge Base article 04-3849-00290. After installing 80 GB SATA hard drive with pre-loaded software of 10.1.2.
Troubleshooting Guide MXe Server Setup Table 6: General Setup Troubleshooting Symptom Possible Cause Corrective Action Cannot access the Server manager over IP connection. Communication application (for example, Hyperterminal) connection parameters set incorrectly. See the table “Communication Connection Parameters” in the “Initial Setup” chapter of the MCD Technician’s Handbook for the correct settings. No RS232 connection to the printer port. MXe Server has not yet enabled the printer ports.
Initial Setup Licensing For general AMC troubleshooting, also see the AMC Troubleshooting Guide.Refer to Mitel Knowledge Base Article 11-5191-00211. Table 7: Troubleshooting Licensing and Optioning Symptom License and Option Selection error. Possible Cause The System ID or i-Button has not been installed. Corrective Action Install the SysID module or i-Button. Note that the MXe Server does not have a SysID module or an i-Button. If you still can’t fix the problem, call Technical Support.
Troubleshooting Guide Table 7: Troubleshooting Licensing and Optioning Symptom You receive an e-mail that indicates that the evaluation period for the Management Access Point (MAP) will expire soon.
Initial Setup Table 7: Troubleshooting Licensing and Optioning Symptom Possible Cause Corrective Action The system is generating “Major” license violation messages in maintenance logs, alarms, and the ESM interface (pop-ups on multiple forms and banner status messages).
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CHAPTER 3 HARDWARE
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Hardware Hardware Troubleshooting Tips Only change one setting at a time (either a hardware or software setting). Observe carefully and document all observations (for example, feature programming, call states, time of day, problem symptoms and so forth). If all the functionality supported by a module or card is out of service, it is likely defective. If possible, swap the module or card with a known working module or card to confirm.
Troubleshooting Guide Hardware Alarms Table 8: Hardware Alarms Troubleshooting Alarm ICP Comms Probable Cause E2T card has no IP address. Corrective Action If you are using the controller’s internal DHCP server for the E2T: ensure you assigned a static IP address to the E2T using the correct MAC address (see “Configure the Layer 2 Switch” in the “Initial Setup” chapter or the MCD Technician’s Handbook for instructions).
Hardware Table 8: Hardware Alarms Troubleshooting Alarm Media Gateway (MG) Comms (MXe Server only) DSP Status Probable Cause Corrective Action IP configuration is incorrect or duplicated Check that the IP addresses are correct by checking the System IP Properties form on the System Administration Tool. RTC (Media Gateway) card has no IP address. Refer to Mitel Knowledge Base article 09-5157-00026 for instructions on how to set the IP address. A percentage of DSP resources are unavailable.
Troubleshooting Guide Table 8: Hardware Alarms Troubleshooting Alarm Probable Cause Corrective Action Receivers An active DTMF receiver circuits on the active Peripheral Switch Matrix card has a fault. By default all 3300 ICPs are assigned three DTMF receivers, each having 16 circuits for a total of 48 circuits. Replace Peripheral Switch Controller. TDM Clock Stratum 3 clock module in controller has failed. Replace Stratum 3 clock module. Temperature Temperature in the system is getting too high.
Hardware Controllers MXe Controller Table 9: MXe Controller Troubleshooting Symptom E2T fails to initialize. Probable Cause Corrective Action Changing from a hard coded E2T IP address to requesting one from the DHCP server. (If any IP addresses remain on the E2T (at “inet on ethernet”, “host inet”, or “gateway inet”), the E2T will use them and will obtain the rest of its parameters from the DHCP server.
Troubleshooting Guide CX/CXi Controller Symptom Probable Cause Corrective Action Unable to connect to the controller over the IP network to ESM. Database being used is from Hard code the PC onto the same subnet as the a system that had 3300 ICP you are connecting to. dual-VLANs enabled, so the management PC, untagged on VLAN 1, cannot reach the controller on the Voice VLAN. IP Phones on third-party Layer 2 switch cannot connect with the CXi.
Hardware Symptom Probable Cause Corrective Action Not routing IP traffic correctly. Default Gateway should be third-party router (if one is installed), otherwise L2 IP Address should equal Gateway. IP Routing form indicates a network list. All subnets referenced on this network list will follow the default gateway, otherwise the route will be directed to the WAN port (ensure that it is enabled). No power on CXi ports 1-16.
Troubleshooting Guide Table 10: MXe Server Symptom Suspected APC failure. Probable Cause Corrective Action The APC is faulty, or the APC battery is low. Remove and replace the APC-MXe battery. See the “Application Processor Card” section in the “Install and Replace Units” chapter of the MCD Technician’s Handbook for instructions. If that doesn’t fix the problem, ping the APC IP (System IP) address.
Hardware Table 10: MXe Server Symptom Probable Cause Corrective Action “Operating System not found”: Installation error. Reinstall the software. No operating system image has been found on the hard disk. RAID Controller is faulty. Replace the RAID controller. See the “MXe/MXe Server RAID Controller” section in the “Install and Replace Units” chapter of the MCD Technician’s Handbook. Hard disk has crashed. Replace the hard drive.
Troubleshooting Guide Service Units Table 11: Service Unit Troubleshooting Symptom Probable Cause Corrective Action Network Service Units NSU not functioning correctly. Issue with external equipment. Check external equipment. Faulty fiber connection between NSU and controller. Fix the fiber connection, and ensure that the LEDs of both FIMs are solid green. Programming error.
Hardware Table 11: Service Unit Troubleshooting Symptom Probable Cause After changing NSU from T1 to NSU does not reflash. E1, NSU remains unassigned. Corrective Action • Flash the NSU (refer to Technical Bulletin 58004932) OR • Delete datetag.txt via ftp OR • From the debug terminal, issue force dl for the NSU. NSU fails to boot, with an error message. Universal NSU programming is not complete. 1. Ensure that the NSU is programmed as a Universal T1 or E1 (not T1 or CEPT). 2.
Troubleshooting Guide Table 11: Service Unit Troubleshooting Symptom Unable to connect to NSU trunks Probable Cause Corrective Action No fiber connection between the controller and NSU. Fix the fiber connection, and ensure that the LEDs of both FIMs are solid green. Universal NSU programming is not complete. 1. Ensure that the NSU is programmed as a Universal T1 or E1 (not T1 or CEPT). 2.
Hardware Gateways Table 12: Gateway Troubleshooting Symptom Probable Cause Corrective Action CITELlink Gateway issues. Refer to Mitel Knowledge Base article 04-3849-00016 for possible causes. Refer to Mitel Knowledge Base article 04-3849-00016 for corrective actions. Unable to configure the AudioCodes Mediant 1000 gateway for SIP Lineside with the 3300 ICP Configuration issues Refer to Mitel Knowledge Base article 08-5159-00005 for configuration details.
Troubleshooting Guide Table 13: Peripheral Cabinet Troubleshooting Symptom You have migrated a peripheral or DSU cabinet from an SX-2000 system to a 3300 ICP system and the Cabinet does not boot up. Probable Cause Incompatible FIM modules. Corrective Action Before you migrate a PER/DSU to a 3300 ICP, ensure that you identify the types of FIM modules required before migrating: • single to single • multi-mode (820 nm) to multi-mode (820 nm), or • multi-mode (1300 nm) to multi-mode (1300 nm).
Hardware Table 13: Peripheral Cabinet Troubleshooting Symptom Probable Cause Corrective Action DSU Cabinet Microlight DSU cabinet connected to a 3300 ICP via Triple FIM -circuits 2 and 3 is not functioning. Microlight Peripheral Cabinet ia not installed and connected to Triple FIM -circuit 1. If you connect a Microlight DSU cabinet to the 3300 ICP via Triple FIM circuits 2 and 3, you must ensure that the Microlight Peripheral Cabinet is connected to Triple FIM circuit 1.
Troubleshooting Guide Embedded Modules Table 14: Embedded Module Troubleshooting Hardware Embedded PRI Module. Symptom Probable Cause Corrective Action Embedded PRI Module fails to initialize. The LEDs on the embedded PRI (Framer) module are off. The trunks for the module are unassigned. Module has failed to initialize because the link descriptor is not programmed correctly.
Hardware Table 14: Embedded Module Troubleshooting Hardware Dual Framer (T1/E1) Module DSP card or module Symptom Probable Cause Corrective Action After installing a Dual Framer (T1/E) module and programming a Digital Link Descriptor in the Digital Links form, the Framer module LED appears red. If you perform the STAT 7 1 2 maintenance command, the PLID shows “No card installed at requested slot”. (A loopback connector (Pins 1,2 to 4,5) will cause the LED to flash green.
Troubleshooting Guide Table 14: Embedded Module Troubleshooting Hardware DSP card or module. Symptom DSP Run-Time Access Fault. DSP Overflow Error. Probable Cause Corrective Action These are mostly exceptions that either produce an XRTC file or simply perform a hard reset on the system. These can occur at any point after the card has been taken out of reset but are considered separate from the Booting Process. If the system is stuck in a reboot sequence. Remove and re-seat the card. Reboot.
Hardware Phones Note: IP phone troubleshooting tips also apply to the 5540 IP Console. General Phone Issues Table 15: General Phone Troubleshooting Phone Any Symptom No calls are being received. Probable Cause Programming error. Corrective Action Check the • programming to make sure the calls are not forwarded or rerouted elsewhere automatically by the system. • Class of Service Options Assignment to make sure the programming allows incoming calls.
Troubleshooting Guide Table 15: General Phone Troubleshooting Phone Any Symptom Calls are being cut off Probable Cause Corrective Action • Trunk programming error Check for a pattern. • Hardware issue • Are the calls always being made to the same number? • Wiring fault • Is it a cellular phone? If it is it is likely to be a cellular issue. • Is this affecting many users or just one? Build a pattern.
Hardware Table 15: General Phone Troubleshooting Phone Any Any Symptom Probable Cause Corrective Action Internal caller does not hear busy signal when calling an internal station in busy condition.(Busy signal is not returned to user when call is immediately camped on to another internal station that is in busy condition.) COS option Camp On Timer is set to 0. The volume setting saved on the handset is lost.
Troubleshooting Guide Table 15: General Phone Troubleshooting Phone ONS Sets Analog set Symptom Probable Cause Corrective Action ONS sets not ringing on a peripheral node, AX controller, or ASU; however set can be answered and a two-way conversation carried out. Frequency-Shift Keying (FSK) is not assigned in the PSC DSP (Peripheral Switch Controller/Digital Signal Processor) form, and the ONS sets have COS CLASS/CLIP option enabled. 1.
Hardware Table 15: General Phone Troubleshooting Phone IP Phone Symptom IP Phone fails to boot Probable Cause Corrective Action Network Connection. Verify network connection No power Verify power (is there a display?) Faulty wiring or connection Check the wiring and connections Check LED on the IP telephone for network activity. • A green LED on the bottom of the phone indicates a proper connection • A flashing red LED indicates activity (data flow) on the network.
Troubleshooting Guide Table 15: General Phone Troubleshooting Phone IP Phone IP Phones Symptom Probable Cause Corrective Action Phone is not registered with the system. Register phone with system. See Register IP Phones in the Programming book of the System Administration Tool online help. Also see Table 18, “IP Phone Registration Troubleshooting,” on page 68 The PIN registration code and the extension number of the IP phone are saved in the flash memory of the phone.
Hardware Table 15: General Phone Troubleshooting Phone IP Phones (Dual Mode) Symptom Probable Cause Dual Mode phone fails to boot up. Dual mode phones may fail to boot up for two different reasons: Corrective Action Refer to Mitel Knowledge Base article 04-5173-00019. 1. Cisco Discovery Protocol (CDP) is not supported in certain loads. 2. You cannot downgrade the Boot Loads in dual mode sets and they are not compatible with the Main Load in 5.0.5.5.
Troubleshooting Guide Table 16: Specific Model Troubleshooting Phone 5235 IP Phone Symptom Probable Cause People, Messages, History, Settings, and Application shutters on the 5235 IP Phones do not function. If you change the IP address of the RTC on the 3300 ICP (System IP address on MXe Server), the 5235 IP Phone applications will not function. Corrective Action To restore these applications: 1.
Hardware Table 16: Specific Model Troubleshooting Phone Symptom 5140 or 5240 Webset Phones The following error appears in the display: Probable Cause DHCP Server setup. WEB BROWSER ERROR # 2 Corrective Action To resolve this problem, you have two options: Option A: 1. In your DHCP server, program Mitel proprietary Option 135 (Proxy Server) as String type and enter a socket value in the format of For example: 192.168.1.4:3128 where 192.168.1.
Troubleshooting Guide Table 16: Specific Model Troubleshooting Phone Symptom Probable Cause 5224 IP Phone After reset of phone, phone display stuck at “Upgrade part 3 14% Do Not Power Down”. If you reset a phone during its upgrade process, the phone's flash memory will become corrupted. Refer to Mitel Knowledge Base article 06-4409-00020. 5220 with 5422 PKM Any of the following: Unsupported hardware revisions.
Hardware Table 16: Specific Model Troubleshooting Phone Symptom Probable Cause Corrective Action A 5215 Dual Mode, 5220 Dual Mode, or 5235 IP Phone fails to boot up. Set display shows “Port Access Failure – Rebooting”. 802.1X port authentication is enabled in network. IP phone is not configured with correct username and password. Check the username and password of the IP phone in database of the RADIUS server. Configure the correct username and password in the IP phone.
Troubleshooting Guide IP Phone Power Table 17: IP Phone Power Troubleshooting Symptom Power unit is plugged in, but does not power up. Probable Cause No power at outlet. OR faulty power outlet. OR faulty power cord. Corrective Action 1. Plug a known functioning device in the power outlet. 2. Verify that the power outlet protection circuit has not tripped. 3. Verify that the voltage of the power outlet is within specifications. 4.
Hardware Table 17: IP Phone Power Troubleshooting Symptom Probable Cause IP device that receives PoE from a CXi controller port is not powering up. Maximum PoE has been exceeded. The CXi controller provides a maximum 100 Watts for PoE. Corrective Action Refer to the Engineering Guidelines for information on how to engineer PoE for the system. Power over Ethernet has been In the System Administration Tool check the disabled for the IP device port Layer 2 (L2) Switch form.
Troubleshooting Guide Table 17: IP Phone Power Troubleshooting Symptom IP device not operating, with Power Inactive LED ON. Probable Cause Discharged capacitor in IP device OR wiring problem OR missing/Faulty local power adapter OR faulty port. Corrective Action 1. Wait 5 to 10 seconds. If the Power Active LED turns ON, there was a discharged capacitor in the IP device. 2. Verify that you are not using any crossover cables. 3. The IP device may require a local power adapter to operate.
Hardware IP Phone Registration 1. Record the error message on the IP Phone display, then go through Table 18. Tip: To rule out DHCP problems, and isolate network-related issues, we recommend that you program the IP Phone with a static IP Address. Note: IP sets require a firmware upgrade to support the new DHCP options introduced in 3300 Release 7.0; otherwise, the sets will fail to boot.
Troubleshooting Guide Table 18: IP Phone Registration Troubleshooting Error Message on Display Invalid VLAN ID Possible Cause Corrective Action DHCP Option 43 or 125 on 3300 Release 7.0 or later systems or 132 and/or 133 for earlier releases not set correctly. 1.
Hardware Table 18: IP Phone Registration Troubleshooting Error Message on Display DHCP discovery OR DHCP OFFER X REJ Possible Cause Corrective Action DHCP option 43 or 125 on 3300 Release 7.0 or later systems or option 130 (MITEL IP PHONE) for earlier Releases is not programmed. Identify the location of DHCP server and set to Option 130 as String type with value of “MITEL IP PHONE”. DHCP server does not have enough IP addresses. Create a larger scope with more IP addresses on the DHCP server.
Troubleshooting Guide Table 18: IP Phone Registration Troubleshooting Error Message on Display DHCP Discovery OR DHCP OFFER X REJ (VLAN) (after releasing the first IP from the native DHCP server) Possible Cause Corrective Action DHCP Option 43 or 125 on 3300 Release 7.0 or later systems or Option 30 (MITEL IP PHONE) for earlier Releases is not programmed on the second scope of the DHCP server (or on the second DHCP server). 1.
Hardware Table 18: IP Phone Registration Troubleshooting Error Message on Display (Cont’d) Possible Cause Corrective Action The L2 switch port for the phone interface is shut down or not configured properly. 1. Check the L2 switch and ensure that the port is not shut down. 2. For a Cisco L2 switch, ensure that this is a trunk port with Dot1q encapsulation, and that this trunk port allows both native and Voice LAN to pass through. 3.
Troubleshooting Guide Table 18: IP Phone Registration Troubleshooting Error Message on Display TFTP load failure Possible Cause Corrective Action DHCP option 43 or 125 on 3300 Release 7.0 or later systems or option 128 for earlier releases is not set up to point to the right TFTP server (Controller). Check the DHCP server, and confirm that option 43, 125, or 128 is pointing to the right TFTP server. No network connectivity between the controller and the phone. 1.
Hardware Table 18: IP Phone Registration Troubleshooting Error Message on Display Waiting for link OR Lost link to Server Unable to register IP phones due to regproc trap. Other symptoms once a regproc trap has occurred are as follows: Possible Cause Corrective Action IP phone fails to receive Keepalive message in 30 seconds. Verify if the network or the controller is down. There is electrical interference. Verify the power source, and change the location of the power source.
Troubleshooting Guide Table 18: IP Phone Registration Troubleshooting Error Message on Display TFTP Fail (Remote IP phone (statically programmed IP address) cannot access MN3300 across WAN). Possible Cause Corrective Action The Layer 2 switch port for the phone interface is shut down or not configured properly. 1.
Hardware Phone Connection Tip: On display IP phones use the Configuration (Debug) Menu to view Version, Network, Telephony/DSP, Connection Browser Config, memory Stats details (see page 187). Table 19: Troubleshooting Phone Connection Problems Symptom Possible Cause Corrective Action Cannot make outgoing calls (except for emergency and attendant calls). “License Violation” displays on idle DNI and IP sets. The controller is in System Lock license violation mode.
Troubleshooting Guide Table 19: Troubleshooting Phone Connection Problems Symptom Possible Cause Corrective Action No dial tone on set when message waiting lamp is on. AX controller is running pre- 3300 7.1.3.6 software. Patch with the 7.1.3.6 load (3300_Patch_7.1.3.6.zip from Mitel OnLine, OR Update the AX controller with the most recent post-7.1 software load. Sets take 10-12 seconds to receive incoming calls. ANI/DNIS number delivery trunk option is enabled in T1 trunk's COS.
Hardware Table 20: Audio Quality Troubleshooting(continued) Symptom Prossible Cause Corrective Action Distorted audio only on NSU Voice encoding is not inverted. For T1, enable invert for Voice encoding in link descriptor. For CEPT or API, enable ADI invert for voice encoding. (This does not apply to Embedded PRI.) Broken Audio, intermittent Handsfree on the far end. Ensure that neither device is using handsfree. Some handsfree phones only operate at half duplex. Packet loss, jitter via network.
Troubleshooting Guide Table 20: Audio Quality Troubleshooting(continued) Symptom Prossible Cause Corrective Action Echo occurring between IP Phones and TDM Phones Handsfree mode is used. Check if far end is using handsfree. Switch to handset mode to see if this corrects it, or lower the volume in handsfree mode. If echo occurs on calls between IP and TDM phones, the Echo Canceller could be beyond required specifications. 1.
Hardware Table 20: Audio Quality Troubleshooting(continued) Symptom Prossible Cause Corrective Action Echo occurring between IP Phones Layer 2 switch setting problem. 1. Check the L2 switch for duplex mismatch and spanning tree. 2. Turn off spanning tree between the L2 switch and the IP Phone if possible (use the PortFast setting). 3. In the Layer 2 Switch form of the System Administration Tool, configure all L2 ports in the voice path with the same settings.
Troubleshooting Guide 5550 IP Console Table 21: 5550 IP Console Problems Troubleshooting Symptoms Probable cause Corrective Action 5550 IP console fails to register (red LED is lit on TKB). TKB (keyboard) - does not have a reserved IP address 1. Check DHCP lease to confirm if an expected IP address is assigned to TKB. OR 2. If not assigned properly, ensure that you enter the MAC address of TKB properly in the Multiline Sets form in System Administration Tool.
Hardware Table 21: 5550 IP Console Problems Troubleshooting(continued) Symptoms Probable cause Corrective Action 5550 IP Console stops working due to a pop-up error message that indicates that the console could not be started due to missing configuration settings. In a resilient configuration the primary controller has failed over to the secondary, but the IP Console has not be configured as resilient (that is, it is not configured on the secondary controller).
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CHAPTER 4 SOFTWARE
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Software Software Troubleshooting Tips Always make a database backup before and after major database changes For troubleshooting issues that arise when you are using the MCD Software Installer Tool, see page 133 For licensing issues, see “Licensing” on page 29. System Software Note: In the event of a system failure, collect the system error logs before contacting Product Support. Refer to Mitel Knowledge Base article 04-1000-00011 for instructions.
Troubleshooting Guide Software Installation and Upgrade Table 23: FTP Server Errors Error message on RTC shells Fail to load file Possible Cause Corrective Action IIS/PWS/FTP server is not running or not installed. Go to your FTP site properties and re-start FTP services OR Re-install your FTP server. The installation files are not in the home directories of the FTP server. 1.
Software Table 24: Upgrade Errors Symptom You install a 4 GB voice mail flash card into an AX controller that was previously up and running without voice mail installed. After you install the system software voice mail port 1 answers, but all other ports show “Out of Service”. Possible Cause Proper voice mail partitions not set up on the new flash card. Corrective Action Install the 4 GB voice mail flash card in the Flash 1 position.
Troubleshooting Guide Backups and Restores Table 25: Backup and Restore Troubleshooting Symptom Backup/restore failure (only fail to FTP files between PC). Note: If Java Plug-in console view is enabled, you should see the security warning. Possible Cause Corrective Action Java version is not correct OR Higher version of Java is installed. 1. Verify that the correct version of Java is installed (Mitel supports Java 1.6.0_1 or later). Incorrect Internet Explorer version is installed. 1.
Software Table 25: Backup and Restore Troubleshooting Symptom Database backup, with voice mail messages included, fails Possible Cause Lack of free space in the db partition Corrective Action Determine the amount of free space in the db partition and if there is enough space for voice mail messages.
Troubleshooting Guide Table 25: Backup and Restore Troubleshooting Symptom Possible Cause Corrective Action You receive the following message when you attempt to restore a database: “RAD group must be a number that will be DATA RESTORED before the pilot number.” The leading digits of the hunt group pilot number are a lower number than its RAD group numbers. When the system backs up or restores Hunt Groups, it does so in the order of the leading digits of the hunt group pilot number.
CHAPTER 5 SYSTEM FEATURES
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System Features System Feature Troubleshooting Tips If you have programmed a system feature and the feature is not functioning as expected, ensure that: the feature is supported for the type of phone. Check the Phone-Feature matrix in the System Administration Tool online help to determine if a feature is supported on a specific phone type. you have programmed the feature correctly and reviewed the conditions that apply to the feature.
Troubleshooting Guide Features A to B Table 26: Troubleshooting Features A to B Feature Add Held Alpha Tagging Advice of Charge Symptom Possible Cause Corrective Action Unable to add a help call. Record-a-Call is enabled on the phone. The Record-A-Call prompt takes precedence over the Add Held prompt. Disable Record-a-Call feature in the Class of Service Options form. Unable to add a held call to a conference call on hold. Functionality not supported. None. Not supported on system.
System Features Table 26: Troubleshooting Features A to B Feature Auto Answer Symptom No audio over speakerphone. Possible Cause Corrective Action Phone is not equipped with a speaker (for example, 5302 IP Phone). Install a model of phone that has a speaker. Not supported for set type (for example, 5560 IPT and SpectraLink Wireless handsets do not support Auto Answer). Refer to Phone-Feature Matrix in System Administration Tool online help.
Troubleshooting Guide Features C Table 27: Troubleshooting Features Feature Call Forwarding Symptom Probable Cause Corrective Action Unable to forward call between two internal phones. Forwarding station and the destination station are not allowed to call each other. Ensure that the forwarding station and the destination station are permitted to connect to one another in Interconnect Restriction Table. Cannot forward calls to a tenant.
System Features Table 27: Troubleshooting Features Feature Call History Symptom Calls not being logged. Probable Cause The following calls are not logged by the Call History feature: Corrective Action None. Not supported. • incoming ACD Calls and Personal calls from ACD agents • calls to non-prime broadcast groups • calls to a device that is forwarded/rerouted to “Always”. Unable to place calls to external numbers that are stored in your Call History list.
Troubleshooting Guide Table 27: Troubleshooting Features Feature Symptom Probable Cause Corrective Action Call Pickup Clustered Remote elements that host the clustered call pickup group are not updated with a directory number change after an SDS synchronization. An SDS updates error is generated in the System Administration Tool to alert you that the change was not made on the remote elements.
System Features Table 27: Troubleshooting Features Feature Conference Split Symptom Unable to split a conference call. Probable Cause Split cannot be activated from a telephone when: Corrective Action Ensure call conditions support the Conference Split feature.
Troubleshooting Guide Features D to G Table 28: Troubleshooting Features D to G Feature Direct Page Symptom Phone user did not receive a Direct Page. User hears reorder (busy) tone when attempting a direct page, Probable Cause Corrective Action Handsfree Answerback is only available on some phones. Only phones with a built-in speaker can receive one. See The Phone -Feature Availability matrix in the System Administration Tool online help for more information.
System Features Table 28: Troubleshooting Features D to G Feature DSS/BLF key Symptom Probable Cause Corrective Action Cannot program a DSS/BLF key. You are trying to assign a directory number that does not already exist in the system. Add the directory number in the Telephone Directory form before you assign the DSS/BLF key. In a clustered environment, error logs related to the DSS/BLF keys are being generated at the remote system. The programming on the remote system is not complete.
Troubleshooting Guide Table 28: Troubleshooting Features D to G Feature Group page Symptom Phone in Page Group does not receive page. Probable Cause System restrictions prevent Ensure that COR and interconnect the phones from restrictions allow the paging and connecting with each other. paged parties to connect. Number of supported IP Phones in the page group has been exceeded. Insufficient E2T resources to support the number of IP Phones.
System Features Features H to K Table 29: Troubleshooting Features H to L Feature Symptom Probable Cause Corrective Action Handset Receiver Volume Handset receiver volume setting is not retained between calls. “Handset Volume Adjustment - Saved” option is not enabled for the set Enable “Handset Volume Adjustment - Saved” option in the COS of the set. Handsfree Operation Called party cannot hear you clearly.
Troubleshooting Guide Features L to O Table 30: Troubleshooting Features M to O Feature Symptom Probable Cause Corrective Action Language Change Selected language not appearing correctly on 5235 IP Phone. There are exceptions for some languages on the 5235 IP Phone. None. Review the conditions described in the System Administration Tool online help under the Language feature. Loudspeaker Paging Unable to perform loudspeaker paging Attempting to perform None.
System Features Table 30: Troubleshooting Features M to O Feature Music on Hold Symptom No music Probable Cause Corrective Action Incorrect file format. Save file in the following format: WAV, A-law or m-law (G.711), 8 kHz, 8-bit, mono. File too large. See System Audio Files Update in the System Administration Tool online help for the maximum size of the audio files. In MCD 4.x+ Refer to Mitel Knowledge Base article 11-5160-00010. Need to have ENABLE_TX_CHAN_CON N feature enabled.
Troubleshooting Guide Features P to R Table 31: Troubleshooting Features P to R Feature Symptom Private Line Automatic Ringdown (PLAR) Feature not functioning. Record a Call Ring Groups Probable Cause Corrective Action PLAR is only configured at one end of the connection Configure PLAR in the same manner at both ends of the connection. One or both systems have pre- 3300 Release 8.0 software Support for PLAR on E1 links is limited to systems with Release 8.0 or higher software.
System Features Features S to V Table 32: Troubleshooting Features S to V Feature Telephone Directory Support Symptom After exporting data to a Microsoft Excel spreadsheet, you are unable to open the spreadsheet. Probable Cause PC settings require modification to allow file to be launched. Corrective Action To launch Excel Spreadsheets • Disable the pop-up blocker in your browser. • In Windows Explorer, click Tools > Folder Options. • Click the File Types tab.
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CHAPTER 6 TRUNKING
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Trunking Trunk Troubleshooting Tips If all the circuits supported by a module or card are out of service, it is likely defective. If possible, swap the module or card with a known working module or card to confirm. For help with diagnosing trunk problems, see “Trunks” on page 203. In the System Administration Tool, use the - Line Quality Measurement Tool to test Loop Start Trunks that are connected to the AX Controller Card Chassis, Analog Main Board, Analog Option Board, or ASU II.
Troubleshooting Guide Table 33: Troubleshooting Analog Trunks Symptom Possible Cause Corrective Action Ring is not heard immediately when external phone calls on LS trunk. An external phone that is connected to the LS trunk rings four times before the receiving phone rings. When the class of service option ANI/DNIS Delivery Trunk is enabled, the system waits for the ANI information before making the phone ring. If this is not provided, the phone will not ring immediately.
Trunking Table 33: Troubleshooting Analog Trunks Symptom Poor audio quality on LS trunks on the 3300 ICP MX, CX, or CXi platforms. Possible Cause Not utilizing latest DSP enhancements. Corrective Action To improve audio quality on LS interfaces used on the 3300 ICP MX, CX, and CXi platforms, a new technology and DSP enhancement was introduced in 3300 Release 6.1 UR1 (6.1.7.11_4).
Troubleshooting Guide Digital Trunks Table 34: Digital Trunk Troubleshooting Symptom Probable Cause Corrective Action General Excessive Bit Error Rate. Faulty programming. Make sure the system is programmed the same as the CO, for B8Zs or AMI Excessive Slips. Faulty programming. Ensure the Network Synchronization form is programmed and the system is clocking appropriately.
Trunking Table 34: Digital Trunk Troubleshooting Symptom Probable Cause Corrective Action T1 Trunk unstable or 3300 ICP resets or both. Improper cable. Cat 5 Ethernet Cable for PC is not approved to use as a standard RJ45/T1 cable. Use shielded R45-R45 T1 cable for T1, ISDN line and/or DSU/DSU connections. Without proper shielded pairs, the signal integrity on a T1 trunk is not guaranteed. Refer to Mitel Knowledge Base article 08-5191-00123 for additional details.
Troubleshooting Guide Table 34: Digital Trunk Troubleshooting Symptom Probable Cause Corrective Action Cannot dial international numbers when connected to DMS500 switch running DMS100 protocol. System is connected to a DMS500 switch running DMS100 NI1 protocol and the service provider has an NI2 table programmed in the central office. The protocol may set correctly in the central office; however the NI2 table should not be programmed. Refer to Mitel Knowledge Base article 05-5107-00005.
Trunking Table 34: Digital Trunk Troubleshooting Symptom Probable Cause Corrective Action Embedded PRI Embedded PRI calls fail and all Status LEDs on the Dual T1/E1 Framer are OFF. Configuration. Verify that embedded PRI is programmed properly in the following forms (see also Program Embedded PRI/Q.
Troubleshooting Guide Table 34: Digital Trunk Troubleshooting Symptom Probable Cause Corrective Action Incoming calls fail. Configuration error in Trunk forms. Verify in the Trunk Attributes form that there is an Answer Point set up for non-DID trunks for Day and Night services. For dial-in trunks, verify that the “Dial in Trunks Incoming Digit Modification Absorb” field is set to 0 and that the “Dial In Trunks - Incoming Digit Modification - Insert” field is set appropriately for dial in trunks.
Trunking Table 34: Digital Trunk Troubleshooting Symptom Probable Cause Corrective Action Embedded BRI Embedded BRI calls fail and all Status LEDs on the Quad BRI Framer are OFF. Configuration.
Troubleshooting Guide MSDN/DPNSS Links Table 35: MSDN/DPNSS Link Troubleshooting Symptom Embedded MSDN/DPNSS calls fail and all status LEDs on the T1/E1 MMC are OFF. Probable Cause Faulty configuration.
Trunking Table 35: MSDN/DPNSS Link Troubleshooting Symptom Probable Cause Corrective Action Outgoing calls links fail with re-order tone. Faulty configuration in ARS. Ensure that the proper digits are being sent out – get a “ccs trace” from the maintenance command window in ESM. Also review the routing of the call throughout the PBX network. Verify that the far end is ready to properly accept the call. Incoming calls fail. Faulty configuration of trunk Forms.
Troubleshooting Guide XNET Table 36: XNET Troubleshooting Symptom Caller reports reorder tone when calling to another system. Probable Cause Errors in the XNET ARS programming. Corrective Action 1. Ensure that the ARS Leading Digit Assignment and ARS Digits Dialed Assignment forms translate the dialed digits to an XNET route. Either the digits do not resolve to a route, or the route does not have the XNET Trunk Group Number field programmed. 2.
Trunking Table 36: XNET Troubleshooting Symptom Probable Cause Corrective Action Incorrect Local Profile Number. Correct in the IP/XNET Trunk Groups form on the Local PBX. Incorrect Remote Profile Number. Correct in the IP/XNET Trunk Profiles form on the Local PBX. incorrect Trunk Service Number or Interconnect Number. Correct in the IP/XNET Trunk Profiles form on the Local or Remote PBX. Signaling connection will not clear down or does not stay up.
Troubleshooting Guide IP Trunking (IP Networking) Table 37: IP Trunk Troubleshooting Symptom IP trunk does not recover after router crash. Possible Cause ICMP redirect is enabled. Corrective Action 1. On the RTC shell, use routeShow to identify the addition RouteHost entries, then use routeDelete to remove the entry. 2. For a permanent solution: • Make sure that the route has a “permanent” static route to the remote IP trunk network. • Turn IP redirect off.
Trunking SIP Trunking Table 38: SIP Trunk Troubleshooting Symptom Possible Cause Corrective Action When making a call in or out on SIP trunks the trunk number in the SMDR record is blank. SMDR for SIP Trunks use the SMDR Tag field from the SIP Peer Profile form for the trunk number. If this field is blank, the trunk number in the SMDR record is blank. Enter a Trunk Number (for example, 99) in this field and the number will be displayed as the trunk number in the SMDR record (for example, T099).
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CHAPTER 7 TOOLS AND EMBEDDED APPLICATIONS
Troubleshooting Guide System Management Tools Table 39: System Administration Tool Troubleshooting Symptom Probable Cause Corrective Action System Administration Tool Unable to log into System Administration Tool, Group Administration Tool, Desktop Tools, or Visual Voice Mail phone application. Database restore in progress Wait for Database Restore operation to complete. Perform restores outside of business hours to minimize impact to users. Cookies are disabled in Internet Explorer.
Tools and Embedded Applications Table 39: System Administration Tool Troubleshooting Symptom Probable Cause Corrective Action “Script Error” Error Message, or a Dialog Fails to Appear If the computer that you are using to access a 3300 ICP tool has pop-up blocker software installed, the administration tools (System Administration, Group Administration, or Desktop Tool) may not operate properly.
Troubleshooting Guide Table 39: System Administration Tool Troubleshooting Symptom Probable Cause Corrective Action Non-Unique Match error when entering commands via the System Administration tool. The busy command was entered and has not been completed. The system is waiting for further input (for example, FORCE) before executing the command. Issue the FORCE command. Receive system error, "Render Cache Loading Data.xsl" after selecting certain forms in the System Administration Tool navigation pane.
Tools and Embedded Applications Table 39: System Administration Tool Troubleshooting Symptom System Administration Tool Online help is not available. When you click on the help buttons in the System Administration Tool, the help window displays “404 Page Not Found” error. Probable Cause Online help files are not installed either locally on the 3300 ICP system or remotely on a web server. Corrective Action Install online help locally on your PC or remotely on a web server Locally: 1.
Troubleshooting Guide Table 39: System Administration Tool Troubleshooting Symptom Probable Cause Corrective Action You receive a Runtime error when you attempt to access the Mitel Customer Documentation site (edocs.mitel.com) from the 3300 ICP System Administration Tool Online Help If script debugging is enabled in Internet Explorer, you may get a runtime error when accessing the Mitel documentation web site from the 3300 ICP System Administration Tool Online Help.
Tools and Embedded Applications Table 39: System Administration Tool Troubleshooting Symptom Probable Cause Corrective Action Unable to complete a Form Print and or complete a Logs Capture from the System Diagnostics Reporting form of the System Administration Tool System Name is unknown. Check the top left corner of the System Administration Tool main window to verify that the system name is programmed properly. If the System Name is unknown, enter a System Name in the Network Elements form.
Troubleshooting Guide Table 39: System Administration Tool Troubleshooting Symptom Unable to turn off Windows XP Firewall before using the MCD Software Installer Probable Cause Corrective Action You don’t have administrative privileges on the PC running the MCD Software Installer tool. This will cause a problem when you attempt to turn off Windows XP Firewall which is on by default in Windows XP SP2.
Tools and Embedded Applications Table 39: System Administration Tool Troubleshooting Symptom Probable Cause Unable to complete a Form Print and or complete a Logs Capture from the System Diagnostics Reporting form. System Name is unknown. If the System Name is programmed properly, it appears in the left corner of the System Administration Tool window. Corrective Action Enter the System Name properly in the Network Elements form.
Troubleshooting Guide Hot Desking Table 41: Hot Desk Troubleshooting Symptom Probable Cause When a hot desk user attempts to log in, the following error message appears on the display of the IP phone: Corrective Action The PBX Number and the Cluster Element ID that are programmed for the 3300 ICP do not match. Ensure that the PBX Number in the ICP/PBX Networking form matches the Cluster Element ID in the Cluster Elements form. The user profile for a hot desk agent supports up to 47 programmable keys.
Tools and Embedded Applications Table 42: Emergency Call Support Troubleshooting Symptom Emergency call does not trigger E911 local notification Probable Cause Corrective Action Enhanced 911 (E911) operation not fully supported for the device. There are some exception cases whereby emergency calls do not trigger E911 local notification. None.
Troubleshooting Guide Table 43: Embedded Voice Mail Symptom Probable Cause Corrective Action Call Forwarding not set correctly on the Operator’s phone. Set Call Forward-Busy/No Answer on the Operator's phone to forward to voice mail. Internal/external callers occasionally reach the Operator when calling the auto attendant. The voice mail ports are all busy. Try again later. Message Waiting indication is slow to appear Not enough voice mail ports.
Tools and Embedded Applications Table 43: Embedded Voice Mail Symptom Probable Cause Corrective Action When an external trunk is Improper options are enabled in speed-dialed to the embedded the Auto Attendant's Class of Auto Attendant, the incoming Service. caller receives the wrong greeting of “Please Enter a Mail Box number”. The Auto Attendant greeting should be heard instead. Set the following COS options to either both “Yes” or both “No”. Users suddenly cannot access Visual Voice Mail.
Troubleshooting Guide Table 43: Embedded Voice Mail Symptom Probable Cause Corrective Action When voice mail is forwarded to e-mail, the e-mail indicates an incorrect sent time. The wrong time being shown in e-maills forwarded from voice mail usually indicates In the VM Network Servers form of the System Administration Tool, change the Time Zone field to match your time zone. that the Time Zone is not set correctly. The default value is GMT - 4:00.
Tools and Embedded Applications Table 43: Embedded Voice Mail Symptom Probable Cause Corrective Action ALL Visual Voice Mail users get the following response when they try to access a message. Mitai/MitaiServerAddressForLoc alApps field in the Controller Registry Configuration “NO AUDIO CONNECTION” Form is programmed with an external IP address. Ensure that the Mitai/MitaiServerAddressForLocalApps field in the Controller Registry form is not programmed with an external IP address.
Troubleshooting Guide Table 43: Embedded Voice Mail Symptom Probable Cause Corrective Action MWI lamp on ONS sets failing to light. Message Waiting Lamp disabled in circuit descriptor and/or ONS CLASS/CLIP Message Waiting option incorrectly set. Verify that the circuit is assigned an ONS/OPS Circuit Descriptor that has the Message Waiting Lamp field on set to “Yes.
Tools and Embedded Applications Networked Voice Mail Table 44: Troubleshooting Networked Voice Mail Symptom Corrective Action Internal system error when adding voice mail boxes. Ensure that the name of the networked voice mail server matches the system name of controller. A mailbox number is not recognized when creating or forwarding a voice message. 1. Make sure that the Networked Voice Mail option is enabled on all nodes. 2. Make sure that the Primary Node ID length is the same for all nodes. 3.
Troubleshooting Guide Table 44: Troubleshooting Networked Voice Mail Symptom Corrective Action You see the following log while you are monitoring the RTC shell on boot up: This log appears if you haven't enabled Networked Voice mail in the license. Starting up VM Corp Dir... If you see “Voice Mail Successfully Started” at the end of this log, you will be able to log into the System Administration tool and your phones will come up. ...Fault detected while starting up VM Corp Dir.
Tools and Embedded Applications Station Message Detail Recording Table 45: Emergency Call Support Troubleshooting Symptom Probable Cause Corrective Action IP trunk call unsupervised transfer and queued to ACD path reports path extension instead of path reporting number. Refer to Mitel Knowledge Base article 06-9999-00002 for possible causes. Refer to Mitel Knowledge Base article 06-9999-00002. When making a call in or out on SIP trunks the trunk number in the SMDR record is blank.
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CHAPTER 8 VOICE NETWORKING
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Voice Networking Voice Networking Troubleshooting Tips Refer to the Voice Networking book in the System Administration Tool online help for information on Voice Networking. To view and manage pending (in-progress) SDS distribution updates and update errors, see the SDS Distribution Errors form in the System Administration Tool online help.
Troubleshooting Guide Multi-Node Management MNM Fault Management Table 49: Troubleshooting MNM Fault Management Symptom MNM Fault Management not functioning. Possible Cause Corrective Action Too many elements in MNM Administrative Group. MNM applications are only supported for up to 20 elements in an Administrative group. After you add the 21th element to the group, the MNM applications are disabled for the entire group. Reduce the number of elements to 20 or fewer.
Voice Networking MNM Application Reach Through Table 51: Troubleshooting MNM Application Reach-Through Symptom Cannot reach through to an element in the Administration Group. Application Reach-Through request fails. Cannot find user on remote element. Possible Cause Corrective Action Element has pre-MCD Release 4.0 software installed. Upgrade element to MCD Release 4.0 or later software. Form incompatibility. The requested form is not supported.
Troubleshooting Guide Table 51: Troubleshooting MNM Application Reach-Through Symptom Possible Cause Corrective Action After you select a remote element in the Show form on field and click Go, Internet Explorer does not open the form of the remote element. IP address of the remote Administrative Group element has not been added to the Local Internet zone of the Internet Explorer browser on your client PC. Add the IP addresses of the remote elements to the Local Internet Zone of your PC.
Voice Networking Resiliency IP Device Resiliency Table 52: Troubleshooting IP Device Resiliency Symptom Possible Cause All resilient devices are Secondary ICP is not in not functioning (no dial service. tone) after the primary IP phones are not ICP goes out of service. provisioned as resilient. Corrective Action Ensure that the secondary ICP is operating. Enter the Locate commands on the secondary ICP to determine the status of the IP phone.
Troubleshooting Guide Table 52: Troubleshooting IP Device Resiliency (continued) Symptom Possible Cause Corrective Action Resilient phones do not fail over to their secondary ICP when their primary fails. The network may not be clustered or it may have been improperly clustered. To learn how to properly cluster a network, go to http://edocs.mitel.com, and refer to Voice Networking -> Configure Network in the System Administration Tool Online Help.
Voice Networking Table 52: Troubleshooting IP Device Resiliency (continued) Symptom Possible Cause Resilient phones do not fail over to their secondary ICP when their primary fails. The network may not be clustered or it may have been improperly clustered. Corrective Action On a 5020/5010 IP Phone 1. Hold down both volume keys at the same time, and dial 33284 (“debug”) to display debug options. 2. Press Superkey until Network is displayed. 3.
Troubleshooting Guide Table 52: Troubleshooting IP Device Resiliency (continued) Symptom Possible Cause Corrective Action While on a call at a resilient phone, the primary ICP goes out of service, and the call is immediately dropped (no call survival). After you hang up the IP phone and go off-hook again, the IP phone remains out of service. Network failure (for example a Layer 2 switch that connects the IP phone to both the primary and secondary ICPs goes down).
Voice Networking Table 52: Troubleshooting IP Device Resiliency (continued) Symptom Possible Cause After the primary ICP is returned to service, the IP phones do not fail back to the primary. If an IP phone is on its secondary ICP, you hear beeps every 20 seconds, and the phone display is frozen. The “Allow Return to Primary ICP” is set to “No” in the Controller Registry form of the primary ICP.
Troubleshooting Guide Table 52: Troubleshooting IP Device Resiliency (continued) Symptom Possible Cause Corrective Action IP phones display “lost link to server” after an upgrade from 3300 Release 3.x to Release 4.0.5.1. In 3300 Release 4.0, redirect messages were added to allow IP devices to sync to the secondary ICP for resiliency. During an upgrade from 3.x, the firmware improperly interprets the redirect message as an invalid IP address, causing phone to display “lost link to server” message.
Voice Networking IP Console Resiliency Table 53: Troubleshooting IP Console Resiliency Symptom Possible Cause Corrective Action A resilient IP console is not functioning (no dial tone) after the primary controller goes out of service. IP Console is not programmed correctly for resiliency. Ensure that the IP console is programmed for resiliency. Check that the correct secondary CEID index appears in the Remote Directory Numbers form for the IP console.
Troubleshooting Guide Voice Mail Resiliency Table 54: Troubleshooting Voice Mail Resiliency Voice Mail Type Embedded Centralized external 160 Symptom Possible Cause Corrective Action After an IP phone fails over to the secondary, user cannot connect to their voice mail box. A second voice mailbox has not been configured on the secondary ICP for the resilient device. Configure a second voice mailbox.
Voice Networking T1/E1 Trunk Resiliency Table 55: Troubleshooting T1/E1 Trunk Resiliency Symptoms Possible Cause Corrective Action Users cannot make T1/E1 calls through T1/E1 MMC modules in the primary or secondary controllers. Links are connected in reverse: You have programmed T1/E1 trunk resiliency correctly, but the physical connections are reversed.
Troubleshooting Guide System Data Synchronization Sharing Operations Table 56: Troubleshooting Sharing Operations Symptom When you click the Sync button in Network Elements form, you receive the following Internet Explorer script error: Possible Cause Internet Explorer security settings are preventing the synchronization. “Object doesn’t support this property or method” Corrective Action 1. In Internet Explorer, click Tools and then click Internet Options. 2.
Voice Networking Table 56: Troubleshooting Sharing Operations Symptom Possible Cause Data sharing forms not appearing in System Administration menu. SDS is not enabled on the local element. Ensure SDS is enabled in the System Options form of the local element. Form is not configured as shared. Configure the form to be shared in the SDS Form Sharing form. See “Specifying the Shared Data” in the System Administration Tool online help.
Troubleshooting Guide Table 56: Troubleshooting Sharing Operations Symptom Data Sharing status for the element is not consistent with all the other SDS elements in the data sharing network even after you perform a sync operation. That is, the other elements indicate in their Network Element Assignment forms that they are sharing with the element, but data is not actually being shared. Possible Cause You restored an old database that had SDS disabled. Corrective Action To resolve this issue: 1.
Voice Networking Table 56: Troubleshooting Sharing Operations Symptom Possible Cause Corrective Action Resilient user and device data is not being shared after you upgraded the controllers to 3300 Release 7.0 software or higher. By default, user and device data is not shared. You must first specify the resilient user and device data that you want to be shared with the secondary elements. Specify the resilient user and device data that you want to be shared with the secondary elements.
Troubleshooting Guide Table 56: Troubleshooting Sharing Operations Symptom Possible Cause Corrective Action Errors show that data has been distributed to a network element in a way that is not consistent with the data in the Remote Directory Number form. An administrator made an incorrect entry to the Remote Directory Number form at an element somewhere in the network and the change has been propagated by SDS.
Voice Networking Sync Operations Table 57: Troubleshooting Sync Operations Symptom Possible Cause Corrective Action The Sync operation has not displayed any signs of progress for more than one hour (that is the operation appears to be hung). Your Internet Explorer session is timing out before the sync operation is complete. Install the required Internet Explorer registry file on your PC.
Troubleshooting Guide Table 57: Troubleshooting Sync Operations Symptom Cannot sync with the remote element (transport error). Possible Cause Corrective Action SDS is disabled on the remote element. Enable SDS in the System Options form of the remote element. Network connectivity is broken. Fix network issue. Synchronization fails due to a form interdependency rule violation. A synchronization may fail if you attempt to synchronize a form before a form that it is dependent on is completed.
Voice Networking Hunt Group or Ring Group Data Distribution Errors Table 58: Troubleshooting Hunt Group or Ring Group Data Distribution Errors Symptom Possible Cause Corrective Action Data distribution alarm is generated. Data distribution errors related to resilient hunt groups or ring groups are displayed in the SDS Distribution Errors form. Remote (secondary) controller does not support hunt group or ring group resiliency.
Troubleshooting Guide Table 58: Troubleshooting Hunt Group or Ring Group Data Distribution Errors Symptom Possible Cause Corrective Action Data distribution alarm is generated. Data distribution errors related to resilient hunt groups or ring groups are displayed in the SDS Distribution Errors form - continued. SDS failed to delete the Remote Directory Number (RDN) entry for the hunt group or ring group pilot number from the secondary controller's Remote Directory Numbers form.
CHAPTER 9 LOCAL AREA NETWORK
Troubleshooting Guide 172
Local Area Network LAN Troubleshooting Tips For IP Phone and physical network connectivity problems: Verify that the device has power. Verify the status of the port link integrity LEDs at each end of the cable. Verify that each device transmits a link integrity pulse (LINK LED on). If the link is down, try with another port. Verify that proper cabling is installed between the end devices. Verify that a crossover cable was not installed instead of a straight-though cable, and vice-versa.
Troubleshooting Guide LAN Troubleshooting Table 59: LAN Troubleshooting Symptom Loss of PC network connectivity through IP phone Possible Cause If your PC is connected to the network through an IP phone, your PC network connection is interrupted for approximately 1 to 2 seconds • if the IP phone momentarily loses power • if you manually reset the IP phone via the debug menu, or • if the IP phone automatically resets because it loses connectivity to the 3300 ICP for 10 minutes.
Local Area Network Using Layer 2 Statistics The System Administration Tool provides various Layer 2 (L2) Ethernet traffic counters that can help with debugging LAN problems. The counters appear in the output of the “L2 Stat Port” maintenance command. A LAN that is not operating correctly can cause IP voice quality issues ranging from minor annoyance to an inability to hold an intelligible phone call.
Troubleshooting Guide Collisions Shared LANs A collision occurs on a shared LAN when two or more network devices transmit data onto the LAN at the same time. After detecting a collision the network device must abort transmitting the packet and start transmitting a jam pattern to reinforce the collision, Then, the device must wait a random period of time before attempting to re-transmit the packet. Excessive collisions can affect LAN and network device performance.
Local Area Network Any packet shorter than 64 bytes, but with a valid CRC, is considered a runt. A packet shorter than 64 bytes, but with a bad CRC, is usually considered a fragment. A packet that has a valid CRC, and is longer than 1518 bytes, is considered a long packet. A packet that has a bad CRC and is longer than 1518 bytes is usually considered a jabber. The following table can be used in conjunction with the L2 traffic counters to troubleshoot network problems.
Troubleshooting Guide Table 60: Frame Length Errors Counter Cause Corrective Action A count greater than one generally indicates that this port is connected to an ethernet repeater or hub. This is normal behavior. Note that the use of repeaters/hubs is not recommended. Oversized frames are usually due to software bugs in applications running on network devices. No action.
Local Area Network Table 60: Frame Length Errors Counter TX Late Collisions This counter indicates the number of transmit late collisions TX Discards The total number of transmit packets discarded. Excessive Collisions This counter indicates the total number of packets that failed to be sent after 16 collisions. . Cause Corrective Action Excessive round trip distance for packets in half-duplex networks. Network violates IEEE-802.
Troubleshooting Guide 180
CHAPTER 10 DIAGNOSING PROBLEMS
Troubleshooting Guide 182
Diagnosing Problems Diagnostic Tools Table 61 lists the tools available to help you diagnose problems on a 3300 ICP system. Table 61: Diagnostic Tools Tool Name Function Location Applies to Alarm Details Provides the definition and location of the alarms. Alarm Email Notification Sends an email notification to specified personnel whenever a Minor, Major, or Critical occurs or whenever an existing alarm transitions to a different level. System Administration Tool.
Troubleshooting Guide Table 61: Diagnostic Tools(continued) Tool Name Function Location System Diagnostics Reporting Allows you to collect system diagnostics information. The 3300 ICP system records diagnostic information about the system performance in a series of files. These files includes xrtc, pstswlog.db, hdrwswlog.db logs, call control statistics and other information that Mitel Technical Support can use to diagnose system problems. System Administration Tool.
Diagnosing Problems Table 61: Diagnostic Tools(continued) Tool Name Function Location Applies to RTC Shell Shows error messages during the installation of the 3300. Monitors the boot sequence. Controller Maintenance Port. See MCD Technician’s Handbook. 3300 ICP software Phone Configuration (Debug) Menu Allows you to IP phones with display. See “Access Configuration Menu on Single-Mode IP Phones” on page 188 for details.
Troubleshooting Guide If the response is Idle: • Connect a known good telephone set to the wiring frame. • If the phone works then the problem is with the wiring from the frame to the set or it is the set. • Disconnect the suspected set and connect a known good set into the terminal jack. • • - If the test set works then the faulty set should be replaced. - If the set does not work then the problem is in the wiring from the frame already tested or the jack.
Diagnosing Problems - For a DNI phone, it could be the a fault with the DNI card. CAUTION: If you change the Amphenol connector on an ASU it will affect all users who are connected to that ASU. No Dial Tone - IP Phone 1. Log into the System Administration Tool and navigate to Maintenance Commands. 2. Establish the Location of the analog set using the Locate Extension maintenance command.
Troubleshooting Guide Note: The Configuration Menu is not available on systems that have MLPP option selected. Access Configuration Menu on Single-Mode IP Phones 1. Hold down both volume keys at the same time. 2. Enter debug (33284) on the telephone key pad (handset on hook). 3. Press Superkey to the display categories. 4. View details for the following categories. Press the Up/Down volume keys, or softkeys (if available) to navigate the options. 5.
Diagnosing Problems 2. Continue to hold the down volume key and release the up volume key. 3. Dial 234 on the telephone key pad and then release the down key. - 4. NETWORK PARAMETERS? appears. Proceed to “Viewing/Modifying Network Parameters” on page 189, “Configuring Hardware Components” on page 190, “Setting the Phone Mode” on page 191, or “Using Tools and Features” on page 191. Method B (5560 IPT): If the phone is already up and running in dual handset mode: 1.
Troubleshooting Guide • VLAN ID and priority (current and static) • DSCP value • IPA IP address (current and static) • TUG IP address (static) • TFTP SVC IP and port (static). To view and modify network parameters: 1. Access the Configuration Menu (see page 188). 2. At NETWORK PARAMETERS?, press Yes. VIEW CURRENT VALUES? appears. 3. Do one of the following: 4. 5. 6. - Press Yes, and then press the Up/Down volume keys to view each setting.
Diagnosing Problems 4. To exit the current menu without a reboot: - To return to the main menu, press Yes at EXIT MENU? - To return to the default display, press Superkey. On the 5560 IPT, press Cancel or # to reach the exit menu and then follow the display prompts.) Setting the Phone Mode You can program the 5215 or 5220 IP Phone (Dual Mode) to use MiNET or to work remotely using either SIP or Teleworker Solution (6010).
Troubleshooting Guide Conducting a DHCP Trace There is a delay while the phone performs DHCP discovery. The result of the trace displays the following information: • Phone and Gateway IP addresses • Subnet mask • WINS, DNS, TFTP, ICP and Video servers • DHCP server and Mitel IDs • Lease • T1 and T2 • VLAND ID and priority • HTTP proxy • IPA address. To conduct a DHCP trace on the Dual Mode phone: 1. Access the Configuration Menu (see page 188). 2.
Diagnosing Problems 7. To exit the current menu without a reboot: - To return to the main menu, press Yes at EXIT MENU? - To return to the default display, press Superkey. Restoring Factory Default Settings Tip: Restoring the factory default settings on the 5215 or 5220 IP Phone (Dual Mode) will erase the static network parameters. 1. Access the Configuration Menu (see page 188). 2. Press No until TOOLS AND FEATURES? appears. 3. Press Yes and then press No until RESTORE DEFAULTS? appears. 4.
Troubleshooting Guide characters: Table 63: DTMF Keys for entering Alphanumeric Characters DTMF Key Alphanumeric Characters (in order) 1 ,&$!?%'"-_1 2 abc2 3 def3 4 ghi4 5 jkl5 6 mno6 7 pqrs7 8 tuv8 9 wxyz9 * Backup and edit previous char 0 ./:@0 # Commit entered data By default, the user name and password are entered in upper case letters. However, you can use both upper and lower case. To change to lower case, press the Volume Down key while entering a letter.
Diagnosing Problems Note: The IP phone username and password that you configured for EAP-MD5 Challenge Authentication do not need to be reprogrammed if power to the phone is lost. Enabling or Disabling 802.1X Authentication By default, EAP- MD5 Challenge Authentication Protocol is enabled on 5215 Dual Mode, 5220 Dual Mode, and 5235 IP Phones. If your network does not use this protocol, you do need to disable support for it on these phones. 1. Access the configuration menu. See page 188. 2.
Troubleshooting Guide Table 64: IP Phone Boot Sequence(continued) Boot Sequence Phone Display 4. IP Phone contacts DHCP server to obtain IP address and VLAN information and a list of the controller addresses in the network. Waiting for DHCP Note: Go to Table 66 if DHCP or TFTP fails. --------------------- Booting: 04.02.01.06 DHCP: Discovery Booting: 04.02.01.06 5.
Diagnosing Problems Table 64: IP Phone Boot Sequence(continued) Boot Sequence 14.The set downloads a main image. A failure causes a phone reset, and the process starts again at step 1. Phone Display xx.xx.xx.xx Download failed --------------------xx.xx.xx.xx Downloading --------------------xx.xx.xx.xx Starting main 15.The set resets and the main load executes. MAIN 08.04.01.01 The display changes to waiting for link. BOOT 04.02.01.
Troubleshooting Guide Table 65: IP Phone Port Access Control Sequence Sequence 1. Checking the L2 switch for 802.1x Port Access Control. Phone Display Waiting for 802.1x authentication 2. With access control, the L2 switch will ask for user and password (unless the data is stored in NVRAM). PORT ACCESS CONTROL PRESS # TO CONTINUE ------------------------USER (# to end) __ ------------------------PASSWORD (# to end) __ 3. If Port Access Control fails. Port Access Failure REBOOTING. . .
Diagnosing Problems Table 66: IP Phone Error Handling Displays(continued) Message Description Internal TFTP errors - contact Mitel Technical Support. Phone Display xx.xx.xx.xx TFTPerr: Sock create -----------------------xx.xx.xx.xx TFTPerr: Sock bind -----------------------xx.xx.xx.
Troubleshooting Guide Table 67: Download and Software Error Displays(continued) Message Description Encapsulation is incorrect. Phone Display Bad 125 subopt end OR Bad 43 subopt end Page 2 of 2Page 2 of 2 Checking the IP Phone Resiliency Progress Display A progress bar, consisting of flashing rectangles, is displayed in the upper right corner of the IP Phone display whenever a phone is trying to re-home (except on boot-up) to any ICP controller.
Diagnosing Problems Diagnosing SIP Device Issues Use the following procedure to diagnose issues with SIP line side devices that are connected to the 3300 ICP system: 1. Identify the symptoms: - No dial tone at SIP device? - Choppy or one-way audio? (See Mitel Knowledge Base article 11-5160-00010.
Troubleshooting Guide 202 - SIP REGISTRAR CONTACTS ALL - SIP REGISTRAR CONTACTS (DN or ext) - SIP MWI STATS - SIP MWI STATS CLEAR - SIP MWI SUBSCRIBER INFO ALL - SIP MWI SUBSCRIBER INFO
Diagnosing Problems Trunks Diagnosing Digital Trunk Issues The following table lists key maintenance commands that you can use to diagnose issues with digital trunks. Note that the following table does not provide a comprehensive listing of all problems, but it does cover the most commonly encountered problems.
Troubleshooting Guide Symptom Call problems (dropped calls, calls getting rejected, set displays not correct, and so forth) Commands edt trace tsp l2l3 OR edt trace tsp cc OR edt trace vdsu cp edt trace vdsu vb Description For most ISDN/QSIG problems, the “l2l3” command will be adequate. It is recommended that you turn on the “ccs” trace at the same time. For problems involving eT1D4, use the “tsp cc” command. This displays the messages to and from the T1D4 stack.
Diagnosing Problems Hardware Using LEDs to Diagnose Faults Controllers, units, modules and cards have light-emitting diodes (LEDs) that indicate their current status. Refer to the Technician's Handbook for tables that list the LED states and the meaning of each state. R2 Card Debugging You can enter the following commands through the maintenance port of the R2 card/NSU to turn on R2 debug traces. The traces are output to the maintenance port of the R2 card/NSU.
Troubleshooting Guide Table 70: R2 card trace commands Command Purpose r2trace off Turns OFF any r2trace command Reading E2T Card Statistics When troubleshooting network issues, you can use the e2tshow command to read statistics for E2T cards. Note: For 250/700 user controllers, you will need a TAPI cable to perform this procedure. (RS232 serial cable with a PS2 connector on one end and a DB9 connector at the other.) 1. 2.
Diagnosing Problems Figure 1: Example Result of et2show Command 207
Troubleshooting Guide Diagnosing DSP Module Related Issues Refer to Mitel Knowledge Base article 05-5107-00004 for information on how to diagnose DSP module issues. Use the following maintenance commands to obtain information concerning DSPs: • DUMPDSPBOOTINFO - to display DSP resource allocation on the system. • SHOWDSPSTATUS - to display the current status of all detected DSP MMCs on the system.
Diagnosing Problems • - ARS programming - Digit Conflict - Interconnect Restriction - Far end fault/programming If only calls to the central office fail check that the Class Of Service option of Public Network Access via DPNSS is enabled on the extension making the call and the MSDN trunks. Loopback Testing on Digital Trunks You can perform a loopback test on digital trunks to rule out problems with the system hardware.
Troubleshooting Guide Figure 2: Loopback - T1/E1 Connectors (RJ45) on T1/E1 Module or Network Service Unit Figure 3: Loopback - Hybrid Connections (DB15 connectors on the DSU cards) 210
Diagnosing Problems Resiliency Locating Resilient Devices Use the following three Locate commands to obtain information for resilient devices. • Locate Extension • Locate Feature • Locate Remote Locate Extension You issue the Locate Extension command to acquire information about the 3300 ICP of a resilient or non-resilient extension.
Troubleshooting Guide Table 71: Locate Extension Information for Resilient and Non-resilient Devices Input locate extension 1001 Output IP Device ID: 3 Circuit Location: 1 3 1 3 1 Extension: 1001 MAC Address: 08:00:0F:01:26:5D Primary Element: LEID 101 - Routing Digits: 2901 Secondary Element: CEID 102 - Routing Digits: 2902 ∗ IP Device ID: 3 Circuit Location: 1 3 1 3 3 Extension: 1001 MAC Address: 08:00:0F:01:26:5D Meaning Resilient device located on secondary ICP. Command was issued on primary ICP.
Diagnosing Problems Locate Feature The Locate Feature command provides feature information in addition to the same information as the Locate Extension command (see “Locate Extension” on page 211). Table 72. ‘Locate Feature Command” p. 213 provides an example of the output provided for the Locate Feature command. Also see Table 71.
Troubleshooting Guide Table 73: Locate Remote Command Output for Resilient and Non-resilient Devices (continued) Example Input locate remote 1001 locate remote 1001 Example Output Remote Directory Number: 1001 Primary Element: LEID 101 - Routing Digits: 2901 RDN 1001 is resilient DN, located on secondary ICP with CEID 102 and routing digits 2902. Secondary Element: CEID 102- Routing Digits: 2902 * Command was issued on the primary ICP with LEID 101.
Diagnosing Problems Table 74: Locate Commands for Resilient Hunt Groups Example Output Example Input locate feature hunt group 4001 Pilot Number: 4001 Active Features: Do Not Disturb Primary Element: CEID 201 - Routing Digits: 2905 Secondary Element: LEID 200 - Routing Digits 2904 ∗ Meaning Hunt group pilot number 4001 is a resilient DN, located on secondary ICP with local element identifier (LEID) 200 and routing digits 2904. The hunt group’s primary ICP has CEID 201 and routing digits 2905.
Troubleshooting Guide command. For example, if you issue this command on a resilient device’s primary ICP and it is out of service there, you must then issue the command on the device’s secondary ICP to determine the state of that device on that ICP. If a resilient device is out of service on both of its ICPs • The device may, itself, be out of service. • The device may be in the process of registering on an ICP.
Diagnosing Problems Identifying the Current ICP You can determine the current ICP controller for a 5140 or 5240 IP Appliance by using the phone’s built in debug function. 1. Press and hold down the volume up and volume down keys. 2. Dial 33284. 3. Release the volume up and volume down keys. 4. Select Network. 5. Select ICP Server IP(s). Select Current ICP Server to display the IP address of the current ICP controller.
Troubleshooting Guide Typically, the alarm threshold is set such that a minor netsync alarm is generated if a netsync source is unavailable. While the resilient trunks are supported by the primary controller, the resilient trunks on the secondary controller are in a non-seizable state so the netsync source is considered unavailable. The system, therefore, generates an alarm. Checking the T1/E1 Combo MMC Indicators Figure 4 shows the location of the indicators on the T1/E1 Combo MMC (PN 50005160).
Diagnosing Problems Table 76 shows the meaning of the indicators. If the primary controller fails and transfers support for the trunk to the secondary controller, the LEDs on the T1/E1 Combo MMC will flash red and green. Table 76: Meaning of T1/E1 Combo MMC Indicators (Primary Controller) Indicators Meaning Action Link is functioning properly. No alarms present. None. Primary controller has failed and the system has transferred support for the link to the T1/E1 MMC in the secondary controller.
Troubleshooting Guide Note: While the secondary controller is supporting the link, any link alarms that occur are shown on the secondary controller’s T1/E1 MMC and reported in the logs of the secondary system. The conditions that are listed in Table 76, with the exception of the flashing Red and Green alarm, also apply to the secondary controller.
CHAPTER 11 USING LOGS
Troubleshooting Guide 222
Using Logs Logs Software Logs for System Features Feature Malicious Call Trace Error Log Possible Cause Corrective Action Not available The network cannot register the malicious call trace because Malicious Call Trace is not programmed on the destination node Program destination node to support Malicious Call Trace.
Troubleshooting Guide Hot Desking Error Logs Feature Hot Desking Error Log Possible Cause Corrective Action INVALID Incorrect feature access code Ensure the feature access code is correct. If the set is on another ICP on a cluster, ensure that the correct access codes for “Hot Desk Login”, “Hot Desk Logout”, and “Hot Desk Remote Logout” are assigned on this ICP. INVALID HOTDESK EXT# Indicates that the user DN specified is invalid Check the user DN.
Using Logs Voice Mail System Logs The voice mail portion of a system log has five fields: DATE TIME LEVEL MSG#-PORT MESSAGE • DATE and TIME indicates when the event occurred. • LEVEL indicates the message category and therefore the level setting required to include such messages in the output stream.
Troubleshooting Guide Error Number 1219 Severity ERROR Description A privilege violation has occurred. This is a result of a Class of Service option not enabled correctly. For example, users on 5140/5240 IP Phones who wish to program their sets using the Desktop Tool must have the HCI/CTI/TAPI Call Control Allowed option set to “Yes”. This permit the user’s station to be controlled by the host computer.
Using Logs Error Number 1511 Severity ERROR Description vthq: Message for mailbox mbox was not delivered: size=size Solution/Action Contact service representative There was not room in the HQ.DAT file for another record. The result of this is that a message will never be delivered. The size is the size of the queue. A message is appended to header queue in two situations: (vthq() is called to append to header queue) 1. Call is instigated from outside caller 2.
Troubleshooting Guide Error Number Severity Description Solution/Action 2207 ERROR keypad table full, extra lines ignored The keypad.tab file is too big and cannot be read completely. This should never happen and indicates a programming error. Contact service representative. 2213 ERROR vtsrr_greet: rename(from,to) error Unable to rename a temporary (new) greeting file to its permanent name. Try the operation again. If this still does not work, contact service representative 2214 FATAL keypad.
Using Logs Error Number Severity Description 2219 ERROR vtadm_number_mailboxes=errflag, errno=errno 2219 WARNING wakeup_notify_PBX:no dextens for mbox= boxno Solution/Action Contact service representative. No extension has been configured for mailbox boxno. 2229 WARNING Write Error Rec_no=nn Write to MASTER.DAT failed. Log the message in diag.dat and continue. 2230 ERROR Cant update parm.bin Contact service representative.
Troubleshooting Guide Error Number 3001 Severity ERROR Description vtalist:ret=r,total_boxes=tb The attempt build a list of mailbox records from MASTER.DAT failed. Solution/Action Contact service representative. r = reason write failed: -1 = could not open MASTER.DAT -2 = could allocate space (malloc) tb = total number of records in MASTER.DAT 3201 FATAL vtv40 error,file=[filename] The prompt filename cannot be found/opened. 3207 INFO vtspeak - Prompt pp File VTP.
Using Logs Error Number 4002 Severity ERROR Description utxclose(hd=hd,handle=handle)=ret Error closing file originally pointed to by hd 4005 ERROR File Handle Error 4312 WARNING vtxd40: Incorrect File Handle for Record The file handle passed into Record_Msg_Enter() is invalid. That is, it is less than 5 or greater than 59. This most likely means that too many files were left in the open state.
Troubleshooting Guide Error Number 4327 Severity INFO Description vtxd40 - intlevel=irq rc=rc The function startsys() failed. This is because there is something wrong with the VBPC interface. 4328 INFO vtxd40: p ports available, a installed, hourlim=h, vm_model_no=m Solution/Action Make sure phone system is up. If problem persists, contact your service representative. No action required p - The number of ports as indicated by the model number. a - The number of ports that the voice driver detected.
Using Logs Error Number 4702 Severity ERROR Description Solution/Action The message file n is not valid, the reason is indicated by r. No action required, the situation recovers itself. file_name=n, rr=r The side affect is that any new or saved messages are lost. 4704 ERROR file_name=file, d40derr=error There was an error attempting to open or write to the named file. It has to do with recording, but the actual filename dictates which part of the recording process was affected.
Troubleshooting Guide Error Number 4714 Severity ERROR Description I/O Read Problem An error occurred while trying to read an MSG file. There is no reason as to why except that the amount of bytes that was read was less than what was expected. Solution/Action Even though there is no extra information associated with this message, there may be other messages at the same time that indicate which file was having a problem. If this is an isolated incident, no action required.
Using Logs Error Number 4717 Severity ERROR Description Previous File not closed While attempting to append to a message, there was a problem opening or writing to the existing file. This includes but is not restricted to the previous file not being closed. 4718 ERROR Dir Error There is an error with the MSG file. Note that there should be other error messages with more description as to what the problem is.
Troubleshooting Guide Error Number 4726 Severity INFO Description deleting 0 length file: f Solution/Action No action required This message is generated when a file that was opened to receive a recording is closed and is of zero length. For example, when leaving a message, if the user hangs up before the beep, this will leave around a zero length file. Hence when this file is deleted, the above message occurs.
Using Logs Error Number 5301 Severity WARNING Description File=filename Length=length The MSG file, filename, is greater than 10,000,000 bytes. The length is noted in the message 5302 INFO Total files deleted from [grp/msg/name] = n vta\vtutilc. code Solution/Action In order to get the mailbox up and running, rename the MSG file in question and then contact your service representative. No action requires description -3 This means that the length of the msgnn.vox file is not long enough.
Troubleshooting Guide Error Number 5310 Severity ERROR Description vtbox_full(Box_Num=b)=r, tot_msgs=tm, box_msgs=am fh=fh, f_size=fs, rc=rc, s/c=s/c Every time a message or memo is left for a mailbox, we first check to make sure there is room for the message/memo in the recipients mailbox. If there is not, the user is vocally informed and this message is logged. am is the maximum number of messages that the mailbox in question can contain.
Using Logs Error Number 6005 Severity INFO Description Msg f (mm/dd hh:mm) for b deleted Solution/Action No action required A voice message was erased by the mailbox owner. f = filename, mm = month, dd = day, hh = hour, mm = minute, b = mbox # 6006 INFO Logged in to mailbox b No action required A mailbox owner has logged in to a mailbox, b, by providing the proper mailbox/passcode combination.
Troubleshooting Guide Error Number 8201 Severity WARNING Description Trying to shift a negative number of bytes This is an error that can occur during the communications protocol. It should never Solution/Action Contact your service representative happen. 8301 WARNING Bad return value from 'valid_packet()' No action required.
Index Index 404 page not found 131 5140 IP phone, web browser error 61 5224 IP phone, display stuck 62 5235 IP phone, apps not functioning 60 5235, 5320, 5330, 5340, 5360 IP phones, loss of apps 59 5240 IP phone, web browser error 61 5310 conference unit, not working 62, 63 5422 PKM, one way audio 62 5560 IPT, handset issues 59 5702 IP phone issues 60 missing from 5235, 5330,5340 IP phones 59 not functioning on 5235 IP phone 60 ASU ONS circuit 46 troubleshooting 46 Audio broken 77 distorted 77 file downl
Document Title - Using Variables Charges, for support 12 CITELlink gateway 47 CLASS/CLIP 47 Clear all features 98 CLID 113 Clustering, troubleshooting 149 Coast Guard 20 Collisions 176 Compression affects on audio quality 77 DSP status 37 Conference 98 Conference split 99 Conference unit, not working 62, 63 Configuration menu 18 Configuration menu, on IP Phones 188 Connection, of phone 75 Console resiliency 159 troubleshooting 80 unable to access on MXe server 28 Consultation credits 9 Controller not power
Index e-mail notification of alarms 183 of new articles 10 Embedded BRI troubleshooting 119 modules 50 PRI troubleshooting 117 resilient device support 162 voice mail 137 Emergency calling 136 calls for support 20 Erasing phone registration PIN 191 Essential environments 20 services 20 Excessive bit error rate 114 slips 114 Export button, fails to launch Excel spreadsheet 132 Exporting data, unable to open spreadsheet 107 External forwarding 115 F Fail to load file 86 to log in 86 Failed out of box, replac
Document Title - Using Variables Hot desking 136 Hunt groups troubleshooting 103 Hunt groups, locating resilient 214 Hyperterminal 28 I i-Button 29 Identifying current ICP 217 IEEE 802.
Index Migration issue, peripheral cabinet 48 Mitel Knowledge Base checking 12 description 9 Mitel Mezzanine Card, info 35 Mitel online accessing 3 browser requirements 3 Mitel Technical Support, phone numbers 19 MNM 150 Modules, troubleshooting 50 MSDN/DPNSS diagnosing link problems 208 link troubleshooting 120 Multi-node management 150 Music on hold 105 MXe hardware status command 38 hardware troubleshooting 38 troubleshooting 25 MXe Server fails to boot 41 Linux logs 90 no operating server 43 serial login
Document Title - Using Variables R R2 card debugging 205 R2 setup issue 119 r2trace commands 205 RAD ports, don’t play for incoming calls 135 Real Time Controller, info 35 Record a call 106 Registering for technical support services 9, 13 Registration invalid VLAN ID 67, 68 TFTP load failure 72 troubleshooting IP phones 67 Regproc trap 73 Releases, software 10 Requirements, for doc access 4 Resiliency checking T1/E1 alarms 217 identifying the current ICP 217 IP console 159 locating devices 211 progress dis
Index Technical support available services 9 charges 12 identification code 9 list of products 11 registering 9, 13 Technical support network, description 8 telephone directory support 107 Telephone support after hours 10 obtaining 15 standard 10 Tenovis PBX 116 TFTP fail 74 TFTP load failure 72 Tickets, technical support 8 Tools, diagnostic 183 Transfer 107 Troubleshooting analog service unit 46 analog trunks 111 audio file downloads 134 automatic call distribution 135 backups and restores 88 bandwidth man
Document Title - Using Variables ports show out of service 86, 87 resiliency 160 Voice networking, troubleshooting 149 Voice quality monitoring and statistics 184 statistics 111 Volume setting on phone lost 55 Web browser error, on Webset phones 61 X XF86Config file 145 XNET troubleshooting 122 XRTC logs 17 Y W Waiting for link 72 248 YA Phones, headset issues 59
