Troubleshooting guide

Software
85
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.
Table 22: System Software Troubleshooting
Symptom Possible Cause Corrective Action
Unable to download
Mitel product software
from Mitel Online
Microsoft Internet Explorer FTP
option “Use passive FTP for
compatibility ...." not enabled.
Refer to Mitel Knowledge Base article
04-1000-00022
Corporate firewall configured to
prevent access.
Configure corporate firewall to allow you to access
and download product software from Mitel Online.
Loss of system
database. After a
scheduled reboot of
the system, the 3300
ICP system database
is blanked out.
If you decrease the IP user or IP
device licenses in the License
and Option Selection form, the
system database is blanked out
after the next scheduled reboot.
Perform a Database Restore from a recent system
backup.
If you reduce the number of IP user licenses or IP
device licenses from the License and Option
Selection form, always perform a DBMS Save prior to
rebooting to prevent the loss of the database
System is not
processing calls and
appears to be locked
up.
Note: This procedure
applies to controllers
running 3300 Release
5.1.5.8 or later
software.
Software issue 1. Run System Diagnostics:
For non-CX/CXi controllers only
• Locate the remote alarm On/Off button next to the
Reset button on the front of the 3300 ICP
controller.
• Press and hold the remote alarm button until all
alarm LEDs (critical/major/minor) are ON.
• After you release the remote alarm button is
released, the system reboots automatically within
a short time.
For CX/CXi controllers
• Run the exeSysDbgCmds command from the RTC
shell.
2. Collect logs for analysis after the system boot-up
(see “To download the system diagnostics file to
your computer” in the “System Diagnostics
Reporting” topic of the online help).
3. Send logs to Mitel Technical Support for analysis