Mitel 1000 guide Guide de dépannage

TROUBLESHOOTING GUIDEMITEL COMMUNICATIONS DIRECTOR RELEASE 6.0MITELCOMMUNICATIONS DIRECTOR

Troubleshooting Guide2

Troubleshooting Guide92

System Features93System Feature Troubleshooting TipsIf you have programmed a system feature and the feature is not functioning as expected, ensure tha

Troubleshooting Guide94Features A to BTable 26: Troubleshooting Features A to B Feature Symptom Possible Cause Corrective ActionAdd Held Unable to a

System Features95Auto Answer No audio over speakerphone.Phone is not equipped with a speaker (for example, 5302 IP Phone).Install a model of phone tha

Troubleshooting Guide96Features CTable 27: Troubleshooting Features Feature Symptom Probable Cause Corrective ActionCall ForwardingUnable to forward

System Features97Call History Calls not being logged. The following calls are not logged by the Call History feature:• incoming ACD Calls and Personal

Troubleshooting Guide98Call Pickup - ClusteredRemote elements that host the clustered call pickup group are not updated with a directory number change

System Features99Conference SplitUnable to split a conference call.Split cannot be activated from a telephone when: • the attendant is involved in the

Troubleshooting Guide100Features D to GTable 28: Troubleshooting Features D to G Feature Symptom Probable Cause Corrective ActionDirect Page Phone u

System Features101DSS/BLF key Cannot program a DSS/BLF key.You are trying to assign a directory number that does not already exist in the system.Add t

Introduction3About this GuideThis guide provides troubleshooting information for the Mitel® 3300 IP Communications Platform (ICP). This guide is inten

Troubleshooting Guide102Group page Phone in Page Group does not receive page.System restrictions prevent the phones from connecting with each other.En

System Features103Features H to KTable 29: Troubleshooting Features H to L Feature Symptom Probable Cause Corrective ActionHandset Receiver VolumeHa

Troubleshooting Guide104Features L to OTable 30: Troubleshooting Features M to O Feature Symptom Probable Cause Corrective ActionLanguage ChangeSele

System Features105Music on Hold No music Incorrect file format. Save file in the following format: WAV, A-law or m-law (G.711), 8 kHz, 8-bit, mono.Fil

Troubleshooting Guide106Features P to RTable 31: Troubleshooting Features P to R Feature Symptom Probable Cause Corrective ActionPrivate Line Automa

System Features107Features S to VTable 32: Troubleshooting Features S to V Feature Symptom Probable Cause Corrective ActionTelephone Directory Suppo

Troubleshooting Guide108

CHAPTER 6 TRUNKING

Troubleshooting Guide110

Trunking111Trunk Troubleshooting Tips If all the circuits supported by a module or card are out of service, it is likely defective. If possible, swap

Troubleshooting Guide4The documentation for the current and previous product release are available from the main page. The documentation for other pas

Troubleshooting Guide112Ring is not heard immediately when external phone calls on LS trunk.An external phone that is connected to the LS trunk rings

Trunking113Poor audio quality on LS trunks on the 3300 ICP MX, CX, or CXi platforms.Not utilizing latest DSP enhancements.To improve audio quality on

Troubleshooting Guide114Digital TrunksTable 34: Digital Trunk TroubleshootingSymptom Probable Cause Corrective ActionGeneralExcessive Bit Error Rate

Trunking115T1 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

Troubleshooting Guide116Cannot dial international numbers when connected to DMS500 switch running DMS100 protocol.System is connected to a DMS500 swit

Trunking117Embedded PRIEmbedded PRI calls fail and all Status LEDs on the Dual T1/E1 Framer are OFF.Configuration. Verify that embedded PRI is program

Troubleshooting Guide118Incoming calls fail. Configuration error in Trunk forms. Verify in the Trunk Attributes form that there is an Answer Point set

Trunking119Embedded BRIEmbedded BRI calls fail and all Status LEDs on the Quad BRI Framer are OFF.Configuration. Verify embedded BRI is programmed pro

Troubleshooting Guide120MSDN/DPNSS LinksTable 35: MSDN/DPNSS Link TroubleshootingSymptom Probable Cause Corrective ActionEmbedded MSDN/DPNSS calls f

Trunking121Outgoing calls links fail with re-order tone.Faulty configuration in ARS. Ensure that the proper digits are being sent out – get a “ccs tra

Introduction5Resolving Technical IssuesUse the following flowchart to resolve technical issues:A Check Knowledge Base to determine if a software updat

Troubleshooting Guide122XNETTable 36: XNET TroubleshootingSymptom Probable Cause Corrective ActionCaller reports reorder tone when calling to anothe

Trunking123Call does not have the correct service profile.Incorrect Local Profile Number.Correct in the IP/XNET Trunk Groups form on the Local PBX.Inc

Troubleshooting Guide124IP Trunking (IP Networking)Table 37: IP Trunk TroubleshootingSymptom Possible Cause Corrective ActionIP trunk does not recov

Trunking125SIP TrunkingTable 38: SIP Trunk TroubleshootingSymptom Possible Cause Corrective ActionWhen making a call in or out on SIP trunks the tru

Troubleshooting Guide126

CHAPTER 7 TOOLS AND EMBEDDED APPLICATIONS

Troubleshooting Guide128System Management ToolsTable 39: System Administration Tool TroubleshootingSymptom Probable Cause Corrective ActionSystem Ad

Tools and Embedded Applications129“Script Error” Error Message, or a Dialog Fails to AppearIf the computer that you are using to access a 3300 ICP too

Troubleshooting Guide130Non-Unique Match error when entering commands via the System Administration tool.The busy command was entered and has not been

Tools and Embedded Applications131System Administration Tool Online help is not available.When you click on the help buttons in the System Administrat

Troubleshooting Guide6A BSee “Supporting Documentation” on page 3.NoNoNoYesYesHaveyou checkedHaveyou checkedthe TBs andRNs?YesIsthe problemrelated to

Troubleshooting Guide132You receive a Runtime error when you attempt to access the Mitel Customer Documentation site (edocs.mitel.com) from the 3300 I

Tools and Embedded Applications133Unable to complete a Form Print and or complete a Logs Capture from the System Diagnostics Reporting form of the Sys

Troubleshooting Guide134Unable to turn off Windows XP Firewall before using the MCD Software InstallerYou don’t have administrative privileges on the

Tools and Embedded Applications135Automatic Call DistributionUnable to complete a Form Print and or complete a Logs Capture from the System Diagnostic

Troubleshooting Guide136Hot DeskingEmergency Call (E911) SupportTable 41: Hot Desk TroubleshootingSymptom Probable Cause Corrective ActionWhen a hot

Tools and Embedded Applications137Embedded Voice MailEmergency call does not trigger E911 local notificationEnhanced 911 (E911) operation not fully su

Troubleshooting Guide138When outside callers reach the auto attendant press 0, the operator's telephone ringsand never forwards to voice mail.Cal

Tools and Embedded Applications139When an external trunk is speed-dialed to the embedded Auto Attendant, the incoming caller receives the wrong greeti

Troubleshooting Guide140When voice mail is forwarded to e-mail, the e-mail indicates an incorrect sent time.The wrong time being shown in e-maills for

Tools and Embedded Applications141ALL Visual Voice Mail users get the following response when they try to access a message.“NO AUDIO CONNECTION”Mitai/

Introduction7 B Access the Online Services Desk to determine if you have credits. See “Checking for Fixes in Software Patches” on page 13. To purcha

Troubleshooting Guide142MWI lamp on ONS sets failing to light.Message Waiting Lamp disabled in circuit descriptor and/or ONS CLASS/CLIP Message Waitin

Tools and Embedded Applications143Networked Voice MailTable 44: Troubleshooting Networked Voice MailSymptom Corrective ActionInternal system error w

Troubleshooting Guide144You see the following log while you are monitoring the RTC shell on boot up:Starting up VM Corp Dir...Fault detected while

Tools and Embedded Applications145Station Message Detail RecordingUnified IP Client for Sun RayTable 45: Emergency Call Support TroubleshootingSympt

Troubleshooting Guide146

CHAPTER 8 VOICE NETWORKING

Troubleshooting Guide148

Voice Networking149Voice Networking Troubleshooting Tips Refer to the Voice Networking book in the System Administration Tool online help for informa

Troubleshooting Guide150Multi-Node ManagementMNM Fault ManagementMNM Backup and RestoreTable 49: Troubleshooting MNM Fault ManagementSymptom Possibl

Voice Networking151MNM Application Reach ThroughTable 51: Troubleshooting MNM Application Reach-ThroughSymptom Possible Cause Corrective ActionCanno

Troubleshooting Guide8TSN: Your Technical Support NetworkThe Mitel Technical Support Network (TSN) provides authorized channel partners with the follo

Troubleshooting Guide152After you select a remote element in the Show form on field and click Go, Internet Explorer does not open the form of the remo

Voice Networking153ResiliencyIP Device ResiliencyTable 52: Troubleshooting IP Device Resiliency Symptom Possible Cause Corrective ActionAll resilien

Troubleshooting Guide154Resilient phones do not fail over to their secondary ICP when their primary fails.The network may not be clustered or it may h

Voice Networking155Resilient phones do not fail over to their secondary ICP when their primary fails.The network may not be clustered or it may have b

Troubleshooting Guide156While on a call at a resilient phone, the primary ICP goes out of service, and the call is immediately dropped (no call surviv

Voice Networking157After 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

Troubleshooting Guide158IP 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, redirec

Voice Networking159IP Console ResiliencyTable 53: Troubleshooting IP Console Resiliency Symptom Possible Cause Corrective ActionA resilient IP conso

Troubleshooting Guide160Voice Mail ResiliencyTable 54: Troubleshooting Voice Mail Resiliency Voice Mail TypeSymptom Possible Cause Corrective Action

Voice Networking161T1/E1 Trunk ResiliencyTable 55: Troubleshooting T1/E1 Trunk Resiliency Symptoms Possible Cause Corrective ActionUsers cannot make

Introduction9Before you can become a registered user, you must purchase a minimum of five technical consultation credits. Your technical consultation

Troubleshooting Guide162System Data SynchronizationSharing OperationsTable 56: Troubleshooting Sharing OperationsSymptom Possible Cause Corrective A

Voice Networking163Data sharing forms not appearing in System Administration menu.SDS is not enabled on the local element.Ensure SDS is enabled in the

Troubleshooting Guide164Data Sharing status for the element is not consistent with all the other SDS elements in the data sharing network even after y

Voice Networking165Resilient user and device data is not being shared after you upgraded the controllers to 3300 Release 7.0 software or higher.By def

Troubleshooting Guide166Errors show that data has been distributed to a network element in a way that is not consistent with the data in the Remote Di

Voice Networking167Sync OperationsTable 57: Troubleshooting Sync OperationsSymptom Possible Cause Corrective ActionThe Sync operation has not displa

Troubleshooting Guide168Cannot sync with the remote element (transport error).SDS is disabled on the remote element.Enable SDS in the System Options f

Voice Networking169Hunt Group or Ring Group Data Distribution ErrorsTable 58: Troubleshooting Hunt Group or Ring Group Data Distribution ErrorsSympt

Troubleshooting Guide170Data distribution alarm is generated. Data distribution errors related to resilient hunt groups or ring groups are displayed i

CHAPTER 9 LOCAL AREA NETWORK

Troubleshooting Guide10program policies.TBs are published when required.- How to Articles: provide information on proper programming of features and a

Troubleshooting Guide172

Local Area Network173LAN Troubleshooting Tips For IP Phone and physical network connectivity problems:Verify that the device has power.Verify the s

Troubleshooting Guide174LAN TroubleshootingTable 59: LAN TroubleshootingSymptom Possible Cause Corrective ActionLoss of PC network connectivity thro

Local Area Network175Using Layer 2 StatisticsThe System Administration Tool provides various Layer 2 (L2) Ethernet traffic counters that can help with

Troubleshooting Guide176CollisionsShared LANsA collision occurs on a shared LAN when two or more network devices transmit data onto the LAN at the sam

Local Area Network177Any 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,

Troubleshooting Guide178RX Source Address ChangesThis count indicates the number of times that the source address (SA) has changed on packets received

Local Area Network179TX Late CollisionsThis counter indicates the number of transmit late collisionsExcessive round trip distance for packets in half-

Troubleshooting Guide180

CHAPTER 10 DIAGNOSING PROBLEMS

Introduction11• 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

Troubleshooting Guide182

Diagnosing Problems183Diagnostic ToolsTable 61 lists the tools available to help you diagnose problems on a 3300 ICP system. Table 61: Diagnostic To

Troubleshooting Guide184System Diagnostics ReportingAllows you to collect system diagnostics information. The 3300 ICP system records diagnostic infor

Diagnosing Problems185PhonesDiagnosing Phone ProblemsNo Dial Tone - Analog or DNI Phone1. Log into the System Administration Tool and navigate to Main

Troubleshooting Guide186If the response is Idle:• Connect a known good telephone set to the wiring frame. • If the phone works then the problem is wit

Diagnosing Problems187- For a DNI phone, it could be the a fault with the DNI card.No Dial Tone - IP Phone1. Log into the System Administration Tool a

Troubleshooting Guide188Access Configuration Menu on Single-Mode IP Phones1. Hold down both volume keys at the same time.2. Enter debug (33284) on the

Diagnosing Problems1892. 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

Troubleshooting Guide190• VLAN ID and priority (current and static) • DSCP value• IPA IP address (current and static)• TUG IP address (static)• TFTP S

Diagnosing Problems1914. To exit the current menu without a reboot:- To return to the main menu, press Yes at EXIT MENU?- To return to the default dis

NOTICEThe information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks™ Corporation (MITEL

Troubleshooting Guide12Summary of Service ChargesSelf Help SolutionsChecking the Knowledge BaseThe Knowledge Base is your source for product informati

Troubleshooting Guide192Conducting a DHCP TraceThere is a delay while the phone performs DHCP discovery. The result of the trace displays the followin

Diagnosing Problems1937. To exit the current menu without a reboot:- To return to the main menu, press Yes at EXIT MENU?- To return to the default dis

Troubleshooting Guide194characters:By default, the user name and password are entered in upper case letters. However, you can use both upper and lower

Diagnosing Problems195Enabling or Disabling 802.1X AuthenticationBy default, EAP- MD5 Challenge Authentication Protocol is enabled on 5215 Dual Mode,

Troubleshooting Guide1964. IP Phone contacts DHCP server to obtain IP address and VLAN information and a list of the controller addresses in the netwo

Diagnosing Problems19714.The set downloads a main image. A failure causes a phone reset, and the process starts again at step 1.xx.xx.xx.xxDownload fa

Troubleshooting Guide198Table 65: IP Phone Port Access Control SequenceSequence Phone Display1. Checking the L2 switch for 802.1x Port Access Contro

Diagnosing Problems199Internal TFTP errors - contact Mitel Technical Support. xx.xx.xx.xxTFTPerr: Sock create------------------------xx.xx.xx.xxTFTPer

Troubleshooting Guide200Checking the IP Phone Resiliency Progress DisplayA progress bar, consisting of flashing rectangles, is displayed in the upper

Diagnosing Problems201Diagnosing SIP Device IssuesUse the following procedure to diagnose issues with SIP line side devices that are connected to the

Introduction133. Select the product name (for example, 3300 Integrated Communications Platform).4. Select the type of article you are looking for or c

Troubleshooting Guide202- SIP REGISTRAR CONTACTS ALL- SIP REGISTRAR CONTACTS <USER_NAME> (DN or ext)- SIP MWI STATS- SIP MWI STATS CLEAR- SIP MW

Diagnosing Problems203TrunksDiagnosing Digital Trunk IssuesThe following table lists key maintenance commands that you can use to diagnose issues with

Troubleshooting Guide204Call problems (dropped calls, calls getting rejected, set displays not correct, and so forth)edt trace tsp l2l3 <plid>OR

Diagnosing Problems205HardwareUsing LEDs to Diagnose FaultsControllers, units, modules and cards have light-emitting diodes (LEDs) that indicate their

Troubleshooting Guide206Reading E2T Card StatisticsWhen troubleshooting network issues, you can use the e2tshow command to read statistics for E2T car

Diagnosing Problems207Figure 1: Example Result of et2show Command

Troubleshooting Guide208Diagnosing DSP Module Related IssuesRefer to Mitel Knowledge Base article 05-5107-00004 for information on how to diagnose DSP

Diagnosing Problems209- ARS programming- Digit Conflict- Interconnect Restriction- Far end fault/programming• If only calls to the central office fail

Troubleshooting Guide210Figure 2: Loopback - T1/E1 Connectors (RJ45) on T1/E1 Module or Network Service UnitFigure 3: Loopback - Hybrid Connections (

Diagnosing Problems211ResiliencyLocating Resilient DevicesUse the following three Locate commands to obtain information for resilient devices.• Locate

Troubleshooting Guide141. Log into Mitel OnLine.2. Click click Technical and then click Software Downloads.3. Click the product name (for example, 330

Troubleshooting Guide212Table 71: Locate Extension Information for Resilient and Non-resilient DevicesInput Output Meaninglocate extension 1001IP De

Diagnosing Problems213Locate FeatureThe Locate Feature command provides feature information in addition to the same information as the Locate Extensio

Troubleshooting Guide214Locating Resilient Hunt GroupsUse the following maintenance commands to obtain information for resilient hunt groups:• Locate

Diagnosing Problems215Identifying the Status of a Resilient DeviceState ExtensionYou issue the State Extension command on an ICP to identify the state

Troubleshooting Guide216command. For example, if you issue this command on a resilient device’s primary ICP and it is out of service there, you must t

Diagnosing Problems217Identifying the Current ICPYou can determine the current ICP controller for a 5140 or 5240 IP Appliance by using the phone’s bui

Troubleshooting Guide218Typically, the alarm threshold is set such that a minor netsync alarm is generated if a netsync source is unavailable. While t

Diagnosing Problems219Table 76 shows the meaning of the indicators. If the primary controller fails and transfers support for the trunk to the seconda

Troubleshooting Guide220Note: While the secondary controller is supporting the link, any link alarms that occur are shown on the secondary controller’

CHAPTER 11 USING LOGS

Introduction15Accessing Product Support Before You Call1. Are you certified on the product in question?2. Have you searched the tables in this Trouble

Troubleshooting Guide222

Using Logs223LogsSoftware Logs for System FeaturesFeature Error Log Possible Cause Corrective ActionMalicious Call Trace Not available The network can

Troubleshooting Guide224Hot Desking Error LogsFeature Error Log Possible Cause Corrective ActionHot Desking INVALID Incorrect feature access code Ensu

Using Logs225Voice Mail System LogsThe voice mail portion of a system log has five fields:DATE TIME LEVEL MSG#-PORT MESSAGE• DATE and TIME indica

Troubleshooting Guide2261219 ERROR A privilege violation has occurred.This is a result of a Class of Service option not enabled correctly. For example

Using Logs2271511 ERROR vthq: Message for mailbox mbox was not delivered: size=sizeThere was not room in the HQ.DAT file for another record. The resul

Troubleshooting Guide2282207 ERROR keypad table full, extra lines ignored The keypad.tab file is too big and cannot be read completely. This should ne

Using Logs2292219 ERROR vtadm_number_mailboxes=errflag, errno=errno Contact service representative.2219 WARNING wakeup_notify_PBX:no dextens for mbox

Troubleshooting Guide2303001 ERROR vtalist:ret=r,total_boxes=tbThe attempt build a list of mailbox records from MASTER.DAT failed.r = reason write fai

Using Logs2314002 ERROR utxclose(hd=hd,handle=handle)=retError closing file originally pointed to by hdContact service representative4005 ERROR File H

Troubleshooting Guide16 Table 2: Problem DetailsRequired Information DetailsSite information Name, address, and phone number of end-user siteProduct

Troubleshooting Guide2324327 INFO vtxd40 - intlevel=irq rc=rcThe function startsys() failed. This is because there is something wrong with the VBPC in

Using Logs2334702 ERROR file_name=n, rr=rThe message file n is not valid, the reason is indicated by r.The side affect is that any new or saved messag

Troubleshooting Guide2344714 ERROR I/O Read ProblemAn error occurred while trying to read an MSG file. There is no reason as to whyexcept that the amo

Using Logs2354717 ERROR Previous File not closedWhile attempting to append to a message, there was a problem opening or writing to the existing file.

Troubleshooting Guide2364726 INFO deleting 0 length file: fThis message is generated when a file that was opened to receive a recording is closed and

Using Logs2375301 WARNING File=filename Length=lengthThe MSG file, filename, is greater than 10,000,000 bytes. The length is noted in the messageIn or

Troubleshooting Guide2385310 ERROR vtbox_full(Box_Num=b)=r, tot_msgs=tm, box_msgs=amfh=fh, f_size=fs, rc=rc, s/c=s/cEvery time a message or memo is le

Using Logs2396005 INFO Msg f (mm/dd hh:mm) for b deletedA voice message was erased by the mailbox owner.f = filename, mm = month, dd = day, hh = hour,

Troubleshooting Guide2408201 WARNING Trying to shift a negative number of bytesThis is an error that can occur during the communications protocol. It

Index241IndexSYMBOLS37NUMERICS404 page not found 1315140 IP phone, web browser error 615224 IP phone, display stuck 625235 IP phone, apps not function

Introduction17Maintenance and software logs Collect the logs associated with the problem. For example, collect errors on the maintenance port of the N

Document Title - Using Variables242Charges, for support 12CITELlink gateway 47CLASS/CLIP 47Clear all features 98CLID 113Clustering, troubleshooting 14

Index243e-mail notificationof alarms 183of new articles 10EmbeddedBRI troubleshooting 119modules 50PRI troubleshooting 117resilient device support 162

Document Title - Using Variables244Hot desking 136Hunt groupstroubleshooting 103Hunt groups, locating resilient 214Hyperterminal 28Ii-Button 29Identif

Index245Migration issue, peripheral cabinet 48Mitel Knowledge Basechecking 12description 9Mitel Mezzanine Card, info 35Mitel onlineaccessing 3browser

Document Title - Using Variables246RR2 card debugging 205R2 setup issue 119r2trace commands 205RAD ports, don’t play for incoming calls 135Real Time C

Index247Technical supportavailable services 9charges 12identification code 9list of products 11registering 9, 13Technical support network, description

Document Title - Using Variables248ports show out of service 86, 87resiliency 160Voice networking, troubleshooting 149Voice qualitymonitoring and stat

Troubleshooting Guide1810. If the problem is with an IP Phone, have you collected the following information?Table 3: IP Phone InformationQuestion An

Introduction19Making a Support Call1. Ensure that you have collected as much information as possible (see Table 2).2. If possible, establish local or

Troubleshooting Guide20• 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

Introduction21Returning Faulty HardwareAny Field Replaceable Unit (FRU) that is found to be faulty must be returned with a repair tag containing the f

Table of ContentsiiiChapter 1: IntroductionAbout this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Troubleshooting Guide22

CHAPTER 2 INITIAL SETUP

Troubleshooting Guide24

Initial Setup25Initial Setup Troubleshooting Tips Refer to the Technician's Handbook for instructions on how to install and set up a 3300 ICP co

Troubleshooting Guide26Unable to establish communication with controller via maintenance PCController has not finished starting up.The controller can

Initial Setup27Issuing the close command during a secure Telnet session to the RTC results in an error message.When you issue the close command inside

Troubleshooting Guide28MXe Server SetupTable 6: General Setup TroubleshootingSymptom Possible Cause Corrective ActionCannot access the Server manage

Initial Setup29LicensingFor general AMC troubleshooting, also see the AMC Troubleshooting Guide.Refer to Mitel Knowledge Base Article 11-5191-00211. T

Troubleshooting Guide30You receive an e-mail that indicates that the evaluation period for the Management Access Point (MAP) will expire soon. Sample

Initial Setup31The system is generating “Major” license violation messages in maintenance logs, alarms, and the ESM interface (pop-ups on multiple for

Troubleshooting GuideivChapter 3: HardwareHardware Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Troubleshooting Guide32

CHAPTER 3HARDWARE

Troubleshooting Guide34

Hardware35Hardware Troubleshooting Tips Only change one setting at a time (either a hardware or software setting). Observe carefully and document al

Troubleshooting Guide36Hardware AlarmsTable 8: Hardware Alarms Troubleshooting Alarm Probable Cause Corrective ActionICP Comms E2T card has no IP ad

Hardware37Media Gateway (MG) Comms (MXe Server only)IP configuration is incorrect or duplicatedCheck that the IP addresses are correct by checking the

Troubleshooting Guide38Receivers An active DTMF receiver circuits on the active Peripheral Switch Matrix card has a fault. By default all 3300 ICPs ar

Hardware39ControllersMXe ControllerTable 9: MXe Controller TroubleshootingSymptom Probable Cause Corrective ActionE2T fails to initialize. Changing

Troubleshooting Guide40CX/CXi ControllerSymptom Probable Cause Corrective ActionUnable to connect to the controller over the IP network to ESM.Databas

Hardware41MXe ServerNot routing IP traffic correctly. Default Gateway should be third-party router (if one is installed), otherwise L2 IP Address shou

Table of ContentsvFeatures H to K. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Troubleshooting Guide42Suspected APC failure. The APC is faulty, or the APC battery is low.Remove and replace the APC-MXe battery. See the “Applicatio

Hardware43“Operating System not found”:No operating system image has been found on the hard disk.Installation error. Reinstall the software.RAID Contr

Troubleshooting Guide44Service UnitsTable 11: Service Unit TroubleshootingSymptom Probable Cause Corrective ActionNetwork Service UnitsNSU not funct

Hardware45After changing NSU from T1 to E1, NSU remains unassigned.NSU does not reflash. • Flash the NSU (refer to Technical Bulletin 58004932) OR• De

Troubleshooting Guide46Unable to connect to NSU trunksNo fiber connection between the controller and NSU.Fix the fiber connection, and ensure that the

Hardware47GatewaysPeripheral CabinetsTable 12: Gateway TroubleshootingSymptom Probable Cause Corrective ActionCITELlink Gateway issues. Refer to Mit

Troubleshooting Guide48You have migrated a peripheral or DSU cabinet from an SX-2000 system to a 3300 ICP system and the Cabinet does not boot up. Inc

Hardware49DSU CabinetMicrolight DSU cabinet connected to a 3300 ICP via Triple FIM -circuits 2 and 3 is not functioning.Microlight Peripheral Cabinet

Troubleshooting Guide50Embedded ModulesTable 14: Embedded Module Troubleshooting Hardware Symptom Probable Cause Corrective ActionEmbedded PRI Modul

Hardware51Dual Framer (T1/E1) ModuleAfter installing a Dual Framer (T1/E) module and programming a Digital Link Descriptor in the Digital Links form,

Troubleshooting GuideviMulti-Node Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Troubleshooting Guide52DSP card or module.DSP Run-Time Access Fault.These are mostly exceptions that either produce an XRTC file or simply perform a h

Hardware53PhonesGeneral Phone IssuesNote: IP phone troubleshooting tips also apply to the 5540 IP Console. Table 15: General Phone TroubleshootingPh

Troubleshooting Guide54Any Calls are being cut off • Trunk programming error• Hardware issue• Wiring faultCheck for a pattern.• Are the calls always b

Hardware55Any Internal caller does not hear busy signal when calling an internal station in busy condition.(Busy signal is not returned to user when c

Troubleshooting Guide56ONS Sets ONS sets not ringing on a peripheral node, AX controller, or ASU; however set can be answered and a two-way conversati

Hardware57IP Phone IP Phone fails to boot Network Connection. Verify network connectionNo power Verify power (is there a display?)Faulty wiring or con

Troubleshooting Guide58Phone is not registered with the system.Register phone with system. See Register IP Phones in the Programming book of the Syste

Hardware59Issues with Specific ModelsIP Phones (Dual Mode)Dual Mode phone fails to boot up.Dual mode phones may fail to boot up for two different reas

Troubleshooting Guide605235 IP PhonePeople, Messages, History, Settings, and Application shutters on the 5235 IP Phones do not function.If you change

Hardware615140 or 5240 Webset PhonesThe following error appears in the display:WEB BROWSER ERROR # 2 Domain Name Service (DNS) TimeoutHost Name was no

Table of ContentsviiSetting the Phone Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191U

Troubleshooting Guide625224 IP PhoneAfter reset of phone, phone display stuck at “Upgrade part 3 14% Do Not Power Down”.If you reset a phone during it

Hardware63A 5215 Dual Mode, 5220 Dual Mode, or 5235 IP Phone fails to boot up. Set display shows “Port Access Failure – Rebooting”.802.1X port authent

Troubleshooting Guide64IP Phone PowerTable 17: IP Phone Power TroubleshootingSymptom Probable Cause Corrective ActionPower unit is plugged in, but d

Hardware65IP device that receives PoE from a CXi controller port is not powering up.Maximum PoE has been exceeded. The CXi controller provides a maxim

Troubleshooting Guide66IP device not operating, with Power Inactive LED ON.Discharged capacitor in IP deviceORwiring problemORmissing/Faulty local pow

Hardware67IP Phone Registration1. Record the error message on the IP Phone display, then go through Table 18.2. If you still can’t fix the problem col

Troubleshooting Guide68Table 18: IP Phone Registration TroubleshootingError Message on DisplayPossible Cause Corrective ActionInvalid VLAN ID DHCP O

Hardware69DHCP discovery ORDHCP OFFER X REJDHCP option 43 or 125 on 3300 Release 7.0 or later systems or option 130 (MITEL IP PHONE) for earlier Relea

Troubleshooting Guide70DHCP DiscoveryORDHCP OFFER X REJ(VLAN) (after releasing the first IP from the native DHCP server)DHCP Option 43 or 125 on 3300

Hardware71(Cont’d) 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

Troubleshooting GuideviiiSoftware Logs for System Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Troubleshooting Guide72TFTP load failure DHCP option 43 or 125 on 3300 Release 7.0 or later systems or option 128 for earlier releases is not set up t

Hardware73Waiting for linkORLost link to ServerIP phone fails to receive Keepalive message in 30 seconds.Verify if the network or the controller is do

Troubleshooting Guide74TFTP Fail(Remote IP phone (statically programmed IP address) cannot access MN3300 across WAN).The Layer 2 switch port for the p

Hardware75Phone ConnectionTip: On display IP phones use the Configuration (Debug) Menu to view Version, Network, Telephony/DSP, Connection Browser Con

Troubleshooting Guide76Phone Audio QualityNo dial tone on set when message waiting lamp is on.AX controller is running pre- 3300 7.1.3.6 software.Patc

Hardware77Distorted audio only on NSUVoice encoding is not inverted.For T1, enable invert for Voice encoding in link descriptor. For CEPT or API, enab

Troubleshooting Guide78Echo occurring between IP Phones and TDM PhonesHandsfree mode is used.Check if far end is using handsfree. Switch to handset mo

Hardware79Echo occurring between IP PhonesLayer 2 switch setting problem.1. Check the L2 switch for duplex mismatch and spanning tree.2. Turn off span

Troubleshooting Guide805550 IP ConsoleTable 21: 5550 IP Console Problems TroubleshootingSymptoms Probable cause Corrective Action5550 IP console fai

Hardware815550 IP Console stops working due to a pop-up error message that indicates that the console could not be started due to missing configuratio

CHAPTER 1INTRODUCTION

Troubleshooting Guide82

CHAPTER 4 SOFTWARE

Troubleshooting Guide84

Software85Software Troubleshooting Tips Always make a database backup before and after major database changes For troubleshooting issues that arise

Troubleshooting Guide86Software Installation and UpgradeTable 23: FTP Server ErrorsError message on RTC shellsPossible Cause Corrective ActionFail t

Software87Table 24: Upgrade ErrorsSymptom Possible Cause Corrective ActionYou install a 4 GB voice mail flash card into an AX controller that was pr

Troubleshooting Guide88Backups and RestoresTable 25: Backup and Restore TroubleshootingSymptom Possible Cause Corrective ActionBackup/restore failur

Software89Database backup, with voice mail messages included, failsLack of free space in the db partitionDetermine the amount of free space in the db

Troubleshooting Guide90If you still can’t fix the problem, call Technical Support. Make sure you have the following information on hand before calling

CHAPTER 5SYSTEM FEATURES