Troubleshooting guide

Troubleshooting Guide
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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 (10.2.2.10)?
System Identifier or Hardware Identifier SysID code of system, and the ARID.
Serial number(s) Serial numbers of the hardware and software.
System platform If the problem involves a Mitel application that runs on a PC or server,
what is the platform operating system, and what service packs,
security software, firewall software, and browser version are
installed?
Grounding What grounding schemes are being employed for all Mitel
equipment?
Problem symptoms Detailed description of the problem symptoms. What is the problem?
When did the problem first appear? Have you made any changes to
the system programming, hardware configuration or network setup
that coincide with the appearance of the problem? Does the problem
occur sporadically or only under specific conditions?
Try to narrow the scope of the problem down as much as possible.
For example, if the system is dropping calls, are only IP Phone to IP
Phone calls affected? TDM to TDM calls? IP to TDM calls? or TDM to
trunk calls?
Troubleshooting steps What troubleshooting steps have you taken? Have you been able to
eliminate any possible causes of the problem?
Call scenarios Is the problem occurring between IP to IP devices, IP and remote IP
devices, remote IP to IP devices, IP to TDM devices, and so forth?
Network configuration Do you have a network diagram available?
• What is the DHCP configuration and settings in the network?
• IP Addressing scheme?
• VLAN configuration and settings?
• Layer 2 switch configuration and settings
• Layer 2 switch port statistics for FCS, collision, and duplex
mismatch
• Router configuration and settings.
Is there a common
denominator (router, only one side of subnet, etc.)?
LED status If hardware, for example a controller or NSU, is affected, what is the
status of the LEDs?
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