Troubleshooting guide

Troubleshooting Guide
40
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
a system that had
dual-VLANs enabled, so the
management PC, untagged
on VLAN 1, cannot reach the
controller on the Voice VLAN.
Hard code the PC onto the same subnet as the
3300 ICP you are connecting to.
IP Phones on third-party Layer
2 switch cannot connect with
the CXi.
System has VLAN enabled
but the “tagging” is being
removed prior to connecting
with Port 17.
The CXi must receive VLAN tags (if VLAN
enabled) to allow an IP phone to connect with
the CXi.
Connect the third-party switch to the 3300 ICP
using a VLAN-enabled trunk port.
Then use the third-party L2 switch to pass the
Q and P tags to Port 17.
Unable to connect to the DSL
modem.
Bad connection, incorrect
password, incorrect
username, or wrong protocol.
Review Maintenance Logs for:
• Wan_port: state=down,
• proto=pppoe, cause=wan=start.
Review ISP information sheet and make sure
that the username, pw and protocol are
correct.
Disable and Enable the WAN Access in
Internet Gateway/Wan Settings.
CXi ports 1-16 not functioning. Layer 2 port IP Address is not
programmed.
Ensure IP Network Configuration is
programmed properly.
Connection failures: ISP, IP
trunks, or IP phones.
Network configuration
programming problem.
Verify programming in the following forms:
1. System IP Properties
The address cannot conflict with the L2
Switch IP Address, and it must be on a
different subnet than the WAN Ethernet IP
Address.
2. Layer 2 Switch form
To program global settings and configure
the Ethernet ports for the Layer 2 switch.
3. IP Routing form
Lists routes to destination networks on the
LAN.
4. WAN Settings form
To enable the WAN interface and provide
internet connectivity settings for Static IP,
DHCP, or PPPoE.
5. Remote Access (PPTP) form
6. Firewall Control form
7. Port Forward Table form
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