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3300 ICP Troubleshooting Guide (MCD 5.0)

1. ONS sets not ringing on an AX controller or ASU II Maximum number of ONS supported on an AX controller or ASU Il has been exceeded Number of ONS sets supported by the AX controller or ASU II has been exceeded Refer to the Engineering Guidelines for details Page 4 of 7 56 Hardware Table 15 General Phone Troubleshooting Phone Symptom Probable Cause Corrective Action Analog set The analog set on an The AX controller may be You can patch the software ONS port experiences a_ running 7 1 3 4 or earlier load on the AX controller s No dial tone problem Download when the message 3300 Patch 7 1 3 6 zipfrom waiting lamp is Mitel OnLine ON OR You can install or upgrade the AX Controllers in your System with the most recent post 7 1 software load Single line Message lamp fails to Insufficient voltage The Some set models will support Analog sets function ASU and ASU II bays either 90 volts or 110 volts via only support message dip switch settings Contact lamp activation at 90 your supplier to determine if the volts Some single line sets support message lamp telephones require 110 activaton at 90 volts volt message light activation Analog or DNI No Dial Tone Multiple possible causes See No Dial Tone Analog or Phone DNI Phone on page 191 Display Display phone that Calls which into the Refer to Mitel Knowledge Base Phones receives an incoming call
2. 3300 ICP system Page 1 of 3 189 Troubleshooting Guide Table 64 Diagnostic Tools continued Analyzer online help Tool Name Function Location Applies to System Allows you to collect system System 3300 ICP system Diagnostics diagnostics information The 3300 ICP Administration Tool Reporting system records diagnostic information Refer to the System about the system performance in a Administration Tool series of files These files includes online help for xrtc pstswlog db hdrwswlog db logs MM Uude to use these tools call control statistics and other information that Mitel Technical Support can use to diagnose system problems Voice Quality Monitors voice quality for selected 3300 ICP system Monitoring and Mitel IP phones to identify and record and NetAlly tool Statistics voice quality problems requiring Novy ool ust immediate attention be purchased trends in voice quality performance separately IMAT Allows you to load databases on the Maintenance or IMAT PRI QSIG and NSU PRI PC See IMAT online R2 NSUs help IP Phone Supports IP Phone troubleshooting IP Phone Analyzer IP phones Analyzer PC See IP Phone Java Console Supports IP Console troubleshooting 5550 IP Console PC To launch the Java console at the IP Console PC select Start Settings Control Panel and then click Java Plug in 5550 IP console LEDs Indicate overall status of unit
3. T1 E1 module embedded PRI issues All ESM digital trunk maintenance commands available to the NSU apply to the T1 E1 module and can be entered through the Maintenance commands form of the System Administration Tool Refer to Mitel Knowledge Base article 04 5191 00014 Page 2 of 2 209 Troubleshooting Guide 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 You must capture them for analysis because they are not saved to a file by the system Note The baud rate for the maintenance port of the R2 card NSU is 38400 8N1 5 Note Most of the r2trace commands are a subset of the logl3 option Because only a subset of the logs are presented you can focus on the R2 card debug traces Table 72 Command Purpose option logl3 Turns on the entire R2 debug trace The full trace can be intrusive if traffic volume is high To toggle the debug trace off type option logl3 again r2trace all Turns on the entire R2 debug trace Equivalent to option logl3 retrace info Turns on R2 stack trace infor
4. Trunking Table 34 Digital Trunk Troubleshooting Symptom Probable Cause Corrective Action After you install or initially program an embedded E1 module the DASS II link does not work In the Link Descriptor Assignment for the DASS II link the CRC 4 is set to Yes In the Link Descriptor Assignment for the DASS link set the CRC 4 setting to No and then reset the controller If you alter the CRC 4 setting you MUST reset the controller to enable the new or changed setting DASS II circuit fails to return to service after programmed reboot The MN 3300 NSU takes approximately seven minutes to come back after a programmed reboot The service provider has a threshold of only five minutes after which they will take the link out of service Refer to Mitel Knowledge Base article 04 3849 00502 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 DID call with number in the name portion fails to access Auto Attendant directly Inbound ISDN calls which present numbers in the name portion of the call will not complete The voice mail whic
5. as representative This could be a one time occurrence or it could indicate a hard drive problem 1208 WARNING vtlight extn no dextens for mailbox m state s Check set the mailbox The MWI could not be turned on s 1 off s 0 for mailbox Xtension by using the m because of an invalid mailbox extension VM Mailboxes form in the System Administration Tool or the Group Administration Tool 1210 WARNING via s9 entered undefined state Contact your service The application entered a state in its state machine which epresentative is undefined 1216 INFO An Administrator has logged in No action required The system administrators mailbox has been logged into using the BOX ADMIN passcode Page 1 of 16 231 Troubleshooting Guide An attempt to write to the HQ DAT file failed during the de queuing process Error zr A Number Severity Description Solution Action 1219 ERROR A privilege violation has occurred Update the Class of This is a result of a Class of Service option not enabled Service options 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 1221 ERROR Error calling VIGSERVICE channel channel Contact service Unable to start service function to initiate modem answe
6. Disable the bilingual option in the VM Prompt Languages form or record or download a bilingual greeting The voice mail system is not responding after all 20 ports are programmed Voice mail application is not initialized on ports Restart the 3300 ICP system using the Reset System maintenance command to initialize the voice mail application on all ports The voice mail system resets itself at times In the event of a critical error the voice mail system resets Contact Mitel Technical Support A minor alarm is raised after adding voice mail ports Not enough DSP resources available in the system Add more DSP resources To calculate the amount of DSP resources that will be required for your system please see the 3300 Engineering Guidelines Callers are greeted by a FAX tone instead of the company greeting Programming error See System Greetings and or RAD Greetings in the System Administration Tool online help for programming instructions Cannot modify voice mailbox settings from the Group Administration Tool Voice mailbox length and directory number length are different If the voice mailbox length and directory number length are different you can only edit voice mailboxes from the System Administration Tool or the system Administrator Mailbox Callers are transferred to Auto Attendant when pressing a Personal Contact key An invalid phone number was programm
7. 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 e Probable Cause and Corrective Action To locate help on a on a specific problem e use the Adobe Acrobat search functionality to search on key words associated with the problem symptoms or e go to the table that contains troubleshooting information related to the problem and scan the symptoms column for a possible match Supporting Documentation This guide references other documents that are available on Mitel Online and on the Mitel Customer Documentation web site Accessing Mitel OnLine To access Mitel OnLine 1 Go to the following URL http www mitel com 2 Click Login 3 Enter your Mitel Online username and password ET Note 7o fully utilize Mitel OnLine including the available training and documentation you will Es require high speed internet access and Internet Explorer 5 5 or later As well you should have Adobe Acrobat Reader 4 0 or later and Microsoft Word 97 or later 4 Click Login Access eDocs for the Latest Documentation The Mitel Customer Documentation eDocs site on Mitel OnLine provides the lates
8. 1 Access the Configuration Menu see page 194 Press No until TOOLS AND FEATURES appears Press Yes and then press No until RESTORE DEFAULTS appears gt 8 KN Press Yes and then follow the prompts to set and store the factory defaults and reboot the phone 5 To exit the current menu without a reboot To return to the main menu press Yes at EXIT MENU Toreturn to the default display press Superkey IEEE 802 1X Authentication for IP Phones The 5215 Dual Mode 5220 Dual Mode 5235 5304 5312 and 5324 IP Phones support IEEE 802 1X Extensible Authentication Protocol EAP Message Digest 5 MD5 Challenge authentication protocol Refer to the 3300 ICP Engineering Guidelines for more information about this protocol If the network switches and their ports support 802 1 x authorization the Remote Authentication Dial In User Service RADIUS server checks the username and password of the IP phones against the entries in the database If the username and password of the IP phone match the username and password on the RADIUS server the IP phone is granted access to the port services The IP phone boots up e Ifthe username and password don t match the IP phone is denied port access The IP phone does not boot up lJfausername and password are not configured for the IP phone you are prompted to enter them Configuring an Authentication Username and Password 1 Power up or reboot the 5215 Dual Mode 5220 Dual Mode or
9. Front of each unit See Appendix D Status LEDs in the Technician s Handbook for details 3300 ICP hardware Indicate status of power supplies and RAID controller Back of MXe MXe Server 3300 ICP hardware NSU Shell Provides NSU error messages NSU Maintenance Port All NSUS Logviewer Provides a history of software logs pstswlog xrtc xe2t premortem FTP Logs on controller ftp from Maintenance PC See the View Logs section in the Maintenance chapter of the Technician s Handbook 3300 ICP software 190 Page 2 of 3 Diagnosing Problems Table 64 Diagnostic Tools continued Tool Name Function Location Applies to RTC Shell Shows error messages during the Controller 3300 ICP installation of the 3300 Monitors the Maintenance Port software boot sequence See Technician s Handbook Phone Allows you to IP phones with Single Mode IP Configuration Y display See Access phones Debug Menu Monitor he phone senings Configuration Menu Program a static IP address on Single Mode IP Hard code connection speed and Phones on page 194 duplex mode reboot while pressing for details 9 Auto negotiation is preferred Dual Mode Allows you to configure view 5215 IP Phone Dual Dual Mode IP Phone Mode 5220 IP phones Configuration Network parameters Phone Dual Mode Debug Option 5320 IP Phone 5330 IP Phone and 5340 IP Ph
10. INVALID HOTDESK EXT Indicates that the user DN specified is invalid Check the user DN If the setis on another ICP on a cluster ensure the user DN has been provisioned for the cluster NOT ALLOWED Device type does not support hot Refer to the Hot Desking topics in the Desking System Administration Tool online help for a list of the supported sets Device does not have hot Ensure the Hot Desk Login Accept desking enabled field in the phone s COS is set to Yes On remote logout indicates that The user s DN must be idle no ringing the user has an active call on the active or held call before it can be phone logged out INVALID PIN Indicates that the hot desk user Ensure the password is correct password specified is invalid DENIED EXT IN USE On login indicates the hot desk phone has an active call or a hot desk user is logged in and has an active call Hot desk phone and all line appearances must be idle before a user can log in Clear all held or active calls before logging in FEATURE FAILED In a standalone non clustered configuration this error may indicate that a Cluster Element ID has not been programmed for the controller This problem may arise when a controller with an earlier version of software is upgraded to a later version Ensure a cluster element ID is programmed See Program Nodal Hot Desking topic in the System Administration Tool online help for
11. IP address maintenance PC MXe CX or CXi 25 IP console resiliency 161 troubleshooting 82 IP device port status LEDs off 66 IP networking 127 IP phone analysis 19 analyzer 190 audio quality troubleshooting 78 collecting problem details 18 DTMF keys for alphanumeric characters 200 fails to boot 58 62 headset issues 60 IEEE 802 1X authentication 199 info 33 locked out 59 no data link 67 pin in memory 59 Power inactive LED on 67 power inactive LED on 68 power troubleshooting 65 resiliency progress 205 resiliency progress display 205 resiliency troubleshooting 155 troubleshooting 57 troubleshooting connections 77 troubleshooting registration 69 IP telephone status 189 IP trunks troubleshooting 127 IPA 19 ISDN maintenance and admin tool 135 250 J Java console 190 K KeepAlives 19 Knowledge base checking 12 description 9 L L2 maintenance commands 179 L2 STAT commands 189 LAN troubleshooting 179 Language change 105 Layer 2 statistics 181 LED status 16 LEDs 190 Licensing cannot move licenses 28 MAP licensing 29 troubleshooting 28 Line measure tool 189 Line termination LT mode 214 Link waiting for 75 Load failure TFTP 74 Local area network troubleshooting 179 Locating resilient devices 216 Log viewer 190 Login Logout audit logs 189 Logs for login logout 189 hot desking 230 software 229 voice mail system 231 Loopback testing on digital trunks 214 Loss of system database 87 Loudspeaker paging
12. Page 2 of 2 83 Troubleshooting Guide 84 Troubleshooting Guide 86 Software Software Troubleshooting Tips M Always make a database backup before and after major database changes M Fortroubleshooting issues that arise when you are using the MCD Software Installer Tool see page 134 M For licensing issues see Licensing on page 28 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 Licen
13. Page 3 of 7 140 Tools and Embedded Applications Table 43 Embedded Voice Mail Symptom Probable Cause Corrective Action Embedded RAD does not answer If a incoming call is blind transferred to an Embedded RAD the embedded RAD will experience ring no answer and or Do Not Disturb conditions 1 Ensure that the embedded RAD port is in a RAD Hunt group Program the phase timer of RAD hunt group to be 1 second or higher Ensure that all calls are transferred to the RAD Hunt group Call should not be made directly to the RAD port When voice mail is forwarded to email the email indicates an incorrect sent time The wrong time being shown in emails forwarded from voice mail usually indicates that the Time Zone is not set correctly The default value is GMT 4 00 In the VM Network Servers form of the System Administration Tool change the Time Zone field to match your time zone Voice mail integration fails between an SX 2000 and a 3300 ICP that is acting as a voice mail server Integration fails if all of the following conditions are present Systems are connected through a MSDN link COS for the voice mail MSDN link has COV ONS E amp M voice mail port option enabled Diversion is turned off on both systems Disable the COV ONS E amp M Voice Mail Port option or Enable Diversion on both the 3300 ICP and the SX 2000 Users cannot program
14. plid of the circuit 2 Enter the Maintenance command RTS lt plid gt Circuit is locked out Verify the wiring between the phone and the patch panel No dial tone on set when message waiting lamp is on AX controller is running pre 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 Page 1 of 2 77 Troubleshooting Guide Table 19 Troubleshooting Phone Connection Problems Symptom Possible Cause Corrective Action Sets take 10 12 seconds to ANI DNIS number Disable the ANI DNIS number delivery in the receive incoming calls delivery trunk option trunk s COS is enabled in T1 Tip You can assign an unused COS to verify trunks COS if this is the problem Dialing digit conflict Check the following forms for any potential dialing conflict Station Service Assignment Miscellaneous Assignment Feature Access Code Agent ID Assignment System Option Assignment IP to IP calls OK but not IP to E2T not loaded 1 Verify that the E2T IP address is TDM calls rings once then call programmed correctly drops 2 Verify that the E2T IP address is not used elsewhere on the network 3 If the E2T IP address was hardcoded with a debug table verify its settings see DHCP Configuration Settings in the Installation Planner chapter of the Technician s Handb
15. Before You Call 1 2 3 Are you certified on the product in question Have you searched the tables in this Troubleshooting Guide for a solution Have you checked the Mitel Customer Documentation site Knowledge Base and training materials for a solution to the issue Is the product supported see What Products are Supported on page 11 Do you have technical consultation credits available in your account see Summary of Service Charges on page 12 You can check your technical credit usage through the Online Service Desk see Using the Online Service Desk OSD on page 13 Do you have your valid TSID code at hand Are you calling within normal business hours or after hours See What are Normal Busi ness Hours on page 19 and What are After Hours Calls on page 19 Is it an emergency call See Emergency Calls are Not Charged on page 20 Have you collected the following information 15 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 100 user controller Country variant What country variant is selected for the controller Software version What software version is the system running for example 3300 Release 4 1 version 4 1 5 1 System Identifier
16. Click Sync Select the Data Repair option in Confirm Sync to Element Select the following form data Service Hosting Data System Level Call Handling Click OK Page 3 of 3 175 Troubleshooting Guide 176 BH 2 0 0 9 53 amp Chapt Local Area Netwo P4 Troubleshooting Guide 178 Local Area Network LAN Troubleshooting Tips M For IP Phone and physical network connectivity problems CIVerify that the device has power OWVerify the status of the port link integrity LEDs at each end of the cable OVerify that each device transmits a link integrity pulse LINK LED on Olf the link is down try with another port Verify that proper cabling is installed between the end devices OWVerify that a crossover cable was not installed instead of a straight though cable and vice versa M For network media problems Olf there is excessive noise check for cabling problems Olf there are excessive collisions check for duplex mismatch problems OFor Cyclic Redundancy Check CRC errors check if there is a faulty NIC or flow control Olf there are excessive runt frames check for bad cables duplex mismatches or a bad PC NIC M For network connectivity problems identify the path between two end devices by doing the following PING test in order GLocal OLocal gateway ORemote gateway ORemote IP M There are several L2 maintenance commands that are useful for
17. For Windows NT View Options View For Windows 2000 Tools Folder Options View Backup procedure repeats on its own Internet Explorer timeout Execute timeout reg or timeout 4 reg from software CD Product Support Registry See README for timeout reg files doc in Product Support Registry Page 1 of 3 90 Software Table 25 Backup and Restore Troubleshooting Symptom Possible Cause Corrective Action Database backup with voice mail messages included fails Lack of free space in the db partition Determine the amount of free space in the db partition and if there is enough space for voice mail messages You can see the free space and required space by entering commands in the RTC window dosFsShow vmail debugVollnfo 1 e debugVollnfo 0 Refer to Knowledge Base Article 04 2806 0001 1 for detailed instructions Database backup fails on an AX controller Voice Mail messages are not backed up on an AX controller Voice Mail Flash is full Voice Mail backup is not available on the AX Delete Voice mails until there is enough space for the backup None During a system database backup or restore you receive the following error message RAD group must be a number that will be DATA RESTORED before the pilot number The leading digit of the hunt group number is lower than its RAD group number so the system is unable to back up or restore the
18. Poor audio quality on LS Trunk on a UK site Incorrect subscriber line has been provided by the carrier To ensure that the correct lines are provisioned in the UK ensure that the Telco e g BT or carrier provides trunks that are compatible to System X line type 0 Subscriber lines or line type 3 business PBX PABX lines Both types of lines will work satisfactorily with the 3300 ICP however line type 3 is the preferred line type for connecting a PBX PABX Page 3 of 4 113 Troubleshooting Guide Table 33 Troubleshooting Analog Trunks Symptom Possible Cause Corrective Action LS Class trunk fails to display or collect Calling Line Identification CLID on the embedded ASU in a 3300 MX controller The ANI DNIS ISDN Number Delivery Trunk option is enabled in the COS of the trunk When this option is enabled the LS class trunk fails to collect CLID during the first and second ring cycle and only the trunk label will be displayed on the set If this option is enabled it takes an additional 5 to 12 seconds before the call is presented to the set Disable the ANI DNIS ISDN Number Delivery Trunk option in the COS of the trunk Page 4 of 4 114 Trunking Digital Trunks Symptom Table 34 Digital Trunk Troubleshooting Probable Cause Corrective Action General Excessive Bit Error Rate Faulty programming Ma
19. The centralized voice mail application or server is out of service Check the voice mail application and server 162 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 The Input port on the secondary controller is connected to the PSTN and the Failover port on the secondary is connected to the main port on the primary Reverse the connections See Configuring T1 E1 Trunk Resiliency in the Resiliency Guidelines for a configuration diagram The physical connections are correct and the primary controller is out of service but users cannot make T1 E1 calls through the T1 E1 MMC on the secondary controller Secondary is not programmed as resilient In the Digital Links form of the secondary controller the Resiliency Link box is not checked or you have not programmed the Primary System Name and Secondary System Name The physical connections are correct However alarms for the Trunk Alarm category on the secondary controller are exceeding the threshold limit In addition if the primary controller is out of service users cannot make T1 E1 calls through the T1
20. 2 The network administrator needs to apply QOS TOS to minimize jitter over slow speed interface T1 Frame Relay etc and give voice traffic priority over data Limited bandwidth and too many calls across router or combination data and voice 1 Limit the number of calls to remote subnets 2 The network administrator needs to apply QOS TOS to give voice traffic priority over data Physical port error CRC faulty cable duplex mismatch HUB 1 Identify the speech path between the two end points including router switch WAN in the audio stream 2 Verify that there is no duplex mismatch in each port settings or faulty cable or faulty port 3 Make sure that the IP Phone is not plugged into a HUB Compression zone enabled Compression will save bandwidth but may cause noticeable clipping If not sure disable compression to see if it makes a difference Router s CPU is exhausted or congested Router may be running excessive filtering The network administrator may need to monitor the performance of the router Broken Audio intermittent Layer 2 Switch ports configured incorrectly 1 In the Layer 2 Switch form of the System Administration Tool configure all L2 ports in the voice path with the same settings The recommended settings for the Duplex Mode field and the Flow Control field is Auto 2 If the network requires fixed settings use the following State E
21. 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 However if a technician is not certified emergency calls are charged at a higher rate per hour per incident The following situations are considered valid emergency calls Loss of redundancy in essential environments see Definition of Essential Environments on page 20 Loss of essential services see Definition of Loss of Essential Services on page 20 EE Note A Mitel technical support technician will consult their manager if there is a disagreement as to whether a call should be considered an emergency after hours call Definition of Essential Environments Hospitals and facilities dedicated to the relief of sickness and suffering e Emergency response organizations such as Police Fire Ambulance and Coast Guard e Defense or military installations Penal institutions Public utilities such as power or communications facilities Definition of Loss of Essential Services Total system outage Total trunk outage Greater than 2096 of in service system ports are out of service Between one and three resets per day 20 Introduction Returning Faulty Hardware Any Field Replacea
22. D to G 102 direct page 102 do not disturb 103 DSS BLF key 102 feature key 103 forwarding 98 group page 103 H to L 104 handset receiver volume 104 handsfree operation 104 hold 104 hunt group 104 language change 105 loudspeaker paging 105 M to O 105 message waiting indication 105 music on hold 106 P to R 107 private line automatic ringdown 107 record a call 107 ring groups 107 Speed call 108 telephone directory support 108 transfer 108 troubleshooting 95 trunk answer from any station 108 Field replaceable units returning 21 Fire 20 Flowchart for resolving issues 5 Formatter card diagnosing problems 213 Forwarding 98 Forwarding of ext incoming PRI call 116 Frame length errors 182 Frequency Shift Keying 56 FRUs 21 G Gateways troubleshooting 47 Generic group alert key 136 Group page 103 127 Groups key system and multicall 103 H Handset receiver volume 104 Handsfree operation 104 Hardware alarms 34 diagnosing problems 210 returning faulty hardware 21 tips for troubleshooting 33 Headset issues IP phones 60 Hold 104 249 Document Title Using Variables Hot desking 137 Hunt groups troubleshooting 104 Hunt groups locating resilient 219 Hyperterminal 27 l i Button 28 Identifying current ICP 221 IEEE 802 1X Authentication for IP phones 199 IMAT tool 190 IMAT troubleshooting 135 Indicators on T1 E1 combo MMC 223 Initial setup troubleshooting tips 25 Invalid VLAN ID 70
23. Device is pulling too much power power is disabled in programming 100 Watt budget has been exceeded Refer to Engineering Guidelines Mitel IP Phone Power When power budget is exceeded ports will shut down from port 16 to port 1 Run the L2 Poestatus maintenance command Check Layer 2 Switch programming Check device for fault Connection failures IP trunks IP trunks cannot work through the WAN port Install a third party router default gateway and disable the WAN port OR install a third party router default gateway change Network list to include routes that will follow default gateway and enable WAN port Note IP trunk will follow default gateway 3rd party router Page 2 of 2 40 Hardware MXe Server Table 10 MXe Server Symptom Probable Cause Corrective Action New MX e fails to boot after The firmware being shipped Reinstall the software to update the drive is mirrored on the RTC flash is not the RTC to the proper load Error auto loading file errno Current version OR 0x850001 Issue the UpgradeBootrom ALL maintenance command from the System Administration Tool Suspected APC failure APC might be faulty Remove and replace the APC MXe battery See the Application Processor Card section in the Install and Replace Units chapter of the Technician s Handbook for intructions If that doesn t fix the problem ping the APC IP System IP address If the
24. Feature not cancelled by code Clear All Features code does not cancel all features It will not cancel Hold any type Account Codes voice or data Rerouting Callbacks set against your station Message waiting notifications Ensure that the Clear all Features code supports the cancellation of the set feature Conference Unable to establish join a conference Unable to establish a conference The maximum number of callers in a single conference maximum of 8 has been reached Maximum number of conferences that you system can support has been reached Refer to the Conference feature in the System Administration Tool online help for the conference limitations for your 3300 ICP controller Cannot make conference call from single line set If COS option Call Waiting Swap is enabled user cannot make conference call from single line set This is because Call Waiting Swap overrides the conference feature Disable Call Waiting Swap in the COS Cannot create a conference between two external PSTN callers Incorrect Calling Line Identification CLID is being sent to third party Enable Replace External CLID in ISDN Protocol form of trunk Page 3 of 4 100 System Features Table 27 Troubleshooting Features Feature Symptom Probable Cause Corrective Action Conference Unable to split a conference Split cannot be activated Ensure
25. Forward to E Mail using the Desktop Tool Programming incomplete Verify that the Advanced Forwarding purchasable option is enabled in the License and Options Selection form Verify that Forward to E mail is enabled for that user see Forward to E mail feature description in the System Administration Tool online help Ensure feature is programmed on the user s set If you have a centralized Networked Voice Mail voice mail server configuration users can only program Forward to E mail using the telephone interface Page 4 of 7 141 Troubleshooting Guide Table 43 Embedded Voice Mail Symptom Probable Cause Corrective Action User needs to recover a voice mail message that he or she has forwarded however Delete After Forwarding is enabled If Delete After Forwarding is enabled voice mail messages are deleted from the user s mailbox as soon as the message is forwarded All sent messages are available for a limited time in the vmail vpim sent folder see Networked Voice Mail Detailed Description Administrators can recover them from this folder using FTP and then e mail the recovered message to the user Note Users will need an audio editing tool to listen to the recovered message Standard media players such as those from Microsoft cannot play Mitel voice mail messages directly Note Once the message is deleted from the vmail vpim sent folder t
26. If the phone does not display an IP address for a secondary ICP use the User and Device Configuration form in the System Administration Tool to provision the device with a secondary ICP One or more resilient phones are not functioning no dial tone after the primary ICP An IP device license is not available for the affected device s on the secondary ICP Ensure that you have provisioned enough IP device licenses on the secondary ICP Refer to the Resiliency Guidelines for details May indicate a network failure Verify the network goes out of service One resilient IP phone is not provisioned Enter the Locate commands see Locating Resilient phone is not as resilient Devices on page 216 on the secondary ICP to functioning no dial tone after its primary ICP goes out of service determine the status of the IP phone Check that the correct secondary CEID index appears in the Remote Directory Numbers form for each resilient IP phone If not provision the IP phones for resiliency using the System Administration Tool Refer to the System Administration Tool Online help Page 3 of 6 157 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 y
27. 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 Voice messages are not compressed None Networked Voice Mail does not support compression Page 2 of 2 146 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 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 Unified IP Client for Sun Ray Table 46 Unified IP Client for Sun Ray Troubleshooting Symptom Probable Cause Corrective Action Solaris X server fails to provide graphical display on the console port After you instal UIPC version 1 0 UR1 the following error is displayed on the SunRay Serv
28. When the database has finished saving reset the NSU Unable to FTP into the NSU Release 4 1 and later requires a username and password to login Enter username mitel password passwd1 NSU is up but LO orL1 LED is solid red No physical connection to far end 1 Verify and fix wiring 6 Check DIP Switch 6 If it is UP set it to DOWN to see if this makes any difference see Universal and R2 NSU DIP Switch Settings in the Hardware Reference chapter of the Technician s Handbook NSU is up but LO or L1 LED is flashing green Layer 2 protocol mismatch Change protocol through IMAT Distorted voice or loud noise on NSU trunks Voice encoding is not set properly Change Voice encoding in the link descriptor to invert for T1 and ADI invert for CEPT this does not apply to Embedded PRI Set termination impedance switch correctly 75 ohms or 120 ohms Page 2 of 3 45 Troubleshooting Guide Table 11 Service Unit Troubleshooting Symptom Probable Cause Corrective Action Unable to connect to NSU trunks Layer 2 is not up Layer 2 protocol mismatch 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 Check your IMAT database and verify with your Telco which protocol you should use 2 Check the DSU wiri
29. You issue the State Extension command on an ICP to identify the state of a device that is in service on that ICP in service out of service idle busy The State Extension command only provides information specific to the state of a given device on the ICP from which you issue the 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 220 Diagnosing Problems e The device may be in the process of registering on an ICP State XNET ICP You issue the State XNET ICP command to find resilient calls calls in survival state across IP trunks If a device loses its ICP during a call it retains PSTN access through a healthy controller A healthy controller with calls on it that are in survival state is indicated in the command output by a link handle of zero Table 77 State XNET ICP Command Output for ICPs with Resilient Calls Output for Link x lopai Handle Value Meaning state xnet icp 44 0 zero ICP 44 is healthy and is currently streaming calls in survival state Obtaining the Status of Resilient Trunks Use the following commands to obtain the status of resilient T1 E1 trunks EDT Show Resiliency e Dtstats Read and Dtstats
30. lt TRACE_LEVEL gt For example SIP ALL SET LEVEL 3 To set the storage type to either the ESM or the RTC Shell enter SIP lt COMP_ID gt SET STORAGE lt TRACE_STORAGE gt For example SIP ALL SET STORAGE ESM Enter the following SIP Maintenance Commands and collect the response see the online help on the Maintenance Commands in the System Administration Tool SIP REGISTRAR CONTACTS ALL SIP REGISTRAR CONFIG SIP REGISTRAR STATS For Message Waiting Indication issues collect the data from the following commands SIP REGISTRAR CONFIG SIP REGISTRAR STATS SIP REGISTRAR CONTACTS ALL SIP REGISTRAR CONTACTS USER NAME DN or ext SIPMWISTATS SIP MWI STATS CLEAR SIP MWI SUBSCRIBER INFO ALL Diagnosing Problems SIP MWI SUBSCRIBER INFO CONTACT NAME 207 Troubleshooting Guide Trunks Diagnosing Digital Trunk Issues 208 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 Symptom Commands Description Any problem Link alarms Part 1 System unable to seize trunks or trunks are unavailable network synchronization issues and so forth edt show link config all edt show framer config all edt show link info edt show vdsu table edt show framer stats all edt show frame
31. no The attempt to time stamp a message failed because the associated MSG file did not have the proper tag inside of it action required If it continues with only the same mailboxes listen to all messages in mailbox and then delete the MSG file Leave a new message to test If this does not help contact your service representative Page 11 of 16 241 Troubleshooting Guide Error Number Severity Description Solution Action 4726 INFO deleting O length file f 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 No action required 4718 ERROR X_copy filename start len dfh dstart r bytes_read w bytes_written This function is used to copy parts of a message from one file to another Mostly in the case of adding a comment to a forwarded message or appending to a message just recorded This error occurs if the number of bytes_read does not equal the number of bytes_written Or if the number of bytes_written does not equal the length 4729 INFO Msg f for b When a message is left for a mailbox the name of the file that holds the voice data is logged f file name b mailbox receiving message 4900 INFO Applicat
32. some exception cases whereby emergercy calls do not trigger E911 local notification None Currently the following devices do not fully support Enhanced 91 1 E911 operation Hot Desk users P consoles Teleworker Solution users Your Assistant and Your Assistant Softphone users Any other mobile IP phones or phones that are carried from location to location Refer to the Engineering Guidelines for details Embedded Voice Mail Table 43 Embedded Voice Mail Symptom Probable Cause Corrective Action Notification calls are configured for a mailbox but don t seem to work Notification is not enabled at the system level Enable notification in VM Options form CO line access is restricted for voice mail port extension numbers Ensure that voice mail port numbers are not restricted from access to CO lines Notification calls use the correct outside lines but the pager never beeps Notification phone number or pager type programmed incorrectly Check the notification phone number and pager type The date and time that a message was left is incorrect 3300 ICP system clock is wrong Adjust 3300 system date and time using the WriteDateTime maintenance command The system is warning that the disk space is almost full Too many voice mail messages stored in mailboxes Delete unused mailboxes and have subscribers clean out unnecessary saved messa
33. system over ISDN using article 06 5104 00034 transferred from another 4ESS protocol do not station does not shown deliver name or number name or number for on the display incoming calls Instead the final answer point displays the transferring party information IP Phone No Dial Tone Multiple possible causes No Dial Tone IP Phone on page 193 IP Phone IP Phone fails to boot 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 Agreen LED on the bottom of the phone indicates a proper connection Aflashing red LED indicates activity data flow on the network Page 5 of 7 57 Troubleshooting Guide Table 15 General Phone Troubleshooting Phone Symptom Probable Cause Corrective Action IP Phone IP Phone fails to boot Set s IP address cannot be reached Use the PING Packet Internet Groper on the IP telephone to determine whether the server s 8300 ICP DHCP and or TFTP IP address is accessible DHCP programming Ensure that the DHCP server has been programmed with the correct information If a DHCP server is on the other side of a router from the IP phone then the router must have DHCP forwarding enabled Note IP sets require a firmware upgrade to support the new DHCP o
34. use this website not recommended to proceed If you are using Internet Explorer 6 0 and the certificate is not installed a security alert dialog box is displayed You must click Yes to proceed To stop these warnings from appearing you must install the Mitel Root Certificate The 3300 ICP System Tools login page contains a link to a help topic that provides instructions on how to download and install the Mitel Root Certificate The Print Preview function in the Print dialog of a System Administration Tool form fails An error message similar to the following error is displayed Line 48 Char 10 Object doesn t support this prop erty or method https 10 40 131 17 uwi pe uwi HiddenController PEWin asp Applicatio nIDzGenericForms amp FunctionID FI_Read amp FunctionArgs Internet Explorer on the client PC does not support 3300 ICP as a trusted site 1 In Internet Explorer click Tools click Internet Options click Security and then click Local Intranet 2 Click Sites and then click Advanced 3 Add the IP address of the 3300 ICP in the following format https lt IP Address gt 4 Click OK to close the dialog boxes 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 Web server that hosts the online help files is down Ensure web server is running
35. 1 of 2 37 Troubleshooting Guide Table 9 MXe Controller Troubleshooting Soft fault reported Soft fault comes indirectly Refer to Mitel Knowledge Base intermittently by RAID from the hard drive itself article 07 5191 00092 controller 38 Hardware CX CXi Controller Symptom Probable Cause Corrective Action Unable to connect to the controller IP Phones on third party Layer 2 switch cannot connect with the CXi 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 System has VLAN enabled but the tagging is being removed prior to connecting with Port 17 Run vlan off command from the RTC console through the RS 232 serial port to disable the VLANs Run vlan on to enable the VLANs Note Before attempting to connect to the Port 17 of the controller from your PC run the ipconfig renew command This renews the connection and sets the PC on the proper network The CXi must receive VLAN tags if VLAN enabled to allow an IP phone to connect with the CXi The third party L2 switch needs 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 wancstart Review ISP information sheet and make sure th
36. Ambulance 20 AMC unable to communicate with 28 Analog service unit ONS circuit 46 troubleshooting 46 Analog trunk troubleshooting 111 ANI DNIS ISDN number delivery trunk 114 Application Management Center unable to communicate with 28 Application reach through 153 Applications missing from 5235 5330 5340 IP phones 60 not functioning on 5235 IP phone 60 ASU ONS circuit 46 troubleshooting 46 Audio broken 79 distorted 78 file download troubleshooting 135 issues after upgrade 81 Issues appear after upgrade 81 one way 78 poor quality on LS trunks 112 quality problems 78 AudioCodes Mediant 1000 47 Auto answer 97 Automatic call distribution 136 AX troubleshooting 25 B Backups troubleshooting 90 Balanced network setting 112 Bandwidth management 151 Bandwidth statistics 189 Bit error rate 115 Boot failure IP phones 62 Boot sequence IP phones 201 BRI troubleshooting 120 Broadcast storms 18 Broken audio 79 Browser required for accessing docs 4 required for Mitel online 3 Business hours of support 19 C Call forwarding 98 Call history 99 Call pickup clustered 99 Call pickup directed 99 Call making a support call 19 Calling line identification 114 Calling product support 15 Camp on 99 CAT 5 18 CCS TRACE maintenance command 119 CEPT or DS1 card links fail 123 Certificate of security 131 CESID logs 189 247 Document Title Using Variables Charges for support 12 CITELlink gateway 47 CLASS CL
37. Base article 06 5173 00037 Page 7 of 7 59 Troubleshooting Guide Issues with Specific Models Table 16 Specific Model Troubleshooting Application shutters on the 5235 IP Phones do not function the 3300 ICP System IP address on MXe Server the 5235 IP Phone applications will not function Phone Symptom Probable Cause Corrective Action 5560 IPT Only the left handset is Directory number is not In the 5560 IPT Master Slave functioning The right assigned to the 5560 IPT Association form assign a handset is not Slave Slave directory number operational 5235 5320 A 5235 IP set loses all The controller address 1 Program Network IP address 5330 5340 application features does not match the in the ICP PBX Networking 5360 IP including People ICP PBX assignment form to match IP address of Phone Messages History the local controller Settings and 2 Reboot the controller to Applications and Labels make the change effective after the set is rebooted OR A 5235 5320 5330 5340 or 5360 set loses all applications after the 3300 ICP IP address is changed SUPERSET Headset issues Attempting to use an Refer to Mitel Knowledge Base 4000 YA unsupported headset article 05 6778 00015 for a and IP listing of supported headsets Phones 5235 IP People Messages If you change the IP To restore these applications Phone History Settings and address of the RTC on 1 Program a lo
38. Calls stay in Queue and are not rerouted to path unavailable point ACD RAD ports don t play for incoming calls on SIP Trunks Programming error Programming error Refer to Mitel Knowledge Base article 06 5163 00009 In the SIP peer profile make sure that Suppress Use of SDP Inactive Media Streams is set to NO Refer to Mitel Knowledge Base article 07 5157 00018 for more information The Generic Group Alert key does not work The Generic Group Alert agent logs in If the agent work function is intended to display single queue status when an belongs to multiple groups the function does not know which group to display and will not To display the queue status for each group that includes that particular agent program a Specific Group Alert key for each group 136 Tools and Embedded Applications Hot Desking Ta Symptom ble 41 Probable Cause Hot Desk Troubleshooting Corrective Action When a hot desk user attempts to log in the following error message appears on the display of the IP phone Error feature failure Both the hot desk enabled set and the hot desk user are local on the 3300 ICP 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 Phantom ringing occur
39. Clear Netsync State State e Show Faults Refer to the System Administration Tool online help for instructions on how to use these commands Controlling the Failover and Failback of Resilient Trunks Use the following commands to control the failover and failback of resilient T1 E1 trunks EDT Force Failover EDT Force Failback Programmed Failover Refer to the System Administration Tool online help for instructions on how to use these commands 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 221 Troubleshooting Guide 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 Checking T1 E1 Resiliency Alarms 222 Trunk Alarms If the primary controller is supporting the resilient trunks the resilient trunks are recorded in the Trunks category of the Alarm command output During a failover from the primary to secondary controller the failover of the T1 E1 trunks will generate an alarm on the primary controller if the programmed trunk alarm threshold is exceeded After the trunks fail back to the primary the system checks the trunk alarm category to determine if the alarm threshold is still exceeded If the t
40. Dir Error fhame n Code c Contact service The message file n is not valid the reason is indicated by epresentative the c situation does not recover by itself 4711 ERROR Corrupt MBox handle handle msg no msg no ret ret f the return code is 3 Playing a message failed The reason is dictated by the return code ret Below are possible values of ret Message is too short and will not be played The actual playing of the file failed it probably doesnt exist File handle bad The message number is bad out of range with respect to the system wide max or the MSG file tag is bad or 4 contact your service representative If the return code is 2 it may have been purged Otherwise no action is required Page 9 of 16 239 Troubleshooting Guide Error Number Severity Description Solution Action 4714 ERROR IO 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 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 Otherwise contact your service representative 4715 ERROR I O Read Problem An error occurred while trying to write to an MSG file There is no reason as
41. E1 MMC on the secondary controller Both links are designated as primary controller In the Digital Link Assignment forms of both controllers the Primary System Name is set to the name of the Local controller In the Digital Links form of the secondary controller Select the T1 E1 link and click Change Check the Resilient Link box From the Resilient Link ID drop down menu select a link identifier 1 to 4 for the secondary link This link ID must match with the link ID that you assigned to the primary link Set the Primary System Name to the system name of the primary controller Set the Secondary System Name to the name of the secondary Local controller When the primary controller is out of service the T1 E1 trunks are not transferred to the secondary controller No alarms are generated Both links are designated as secondary controller In the Digital Link Assignment forms of both controllers the Primary System Name is set to the name of the other controller Both controllers have their own System name selected as the Secondary System Name Correct the T1 E1 trunk resiliency programming in the Digital Link Assignment forms of both systems Refer to the Resiliency Guidelines for T1 E1 trunk resiliency programming Page 1 of 2 163 Troubleshooting Guide Table 55 Troubleshooting T1 E1 Trunk Resiliency continued Symptoms Possible Cause Correc
42. From a PC on the same subnet ping the suspected IP Phone If there is a response identify the data device and resolve the conflict Corrupted DHCP server On the suspected DHCP server disable then recreate the scope If this is a Microsoft DHCP server reboot the server Page 1 of 7 70 Hardware Table 18 IP Phone Registration Troubleshooting Error Message on Display Possible Cause Corrective Action DHCP discovery OR DHCP OFFER X REJ DHCP option 43 or 125 on 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 DHCP server cannot assign IP addresses for the corresponding subnet even though there are enough IP addresses 1 For a Microsoft DHCP server reboot the server 2 For the controller internal DHCP server disable DHCP and rebuild the scope L2 switch port is shut down or not configured properly 1 Check the L2 switch and ensure that the port is not shut down 2 Ensure that this port can access the DHCP server subnet that is access the port for the same VLAN etc Your installation is using the controller s internal DHCP server but DBMS Sav
43. IP address of the 3300 ICP to the zone 5 Close all Internet Explorer windows and then relaunch Internet Explorer 6 Log back into the 3300 Controller 7 Access the Network Elements form select the controller and click Sync The Start Sharing operation has not displayed any signs of progress for more than an hour that is the operation appears to be hung Your Internet Explorer session is timing out before the Start Sharing operation is complete Install the required Internet Explorer registry file on your PC The registry file extends your Internet Explorer session and prevents it from timing out before a Start Sharing is complete Refer to Mitel Knowledge Base article 07 3829 00006 on Mitel Online for instructions Cannot start sharing with an element SDS is not enabled on the remote element Ensure SDS is enabled in the System Options form of the remote element Remote element not included in data sharing community Ensure that the remote slave element has been brought into the data sharing community See Start Sharing with a New Element in the System Administration Tool online help for instructions You must always bring a new element into an existing data sharing community from an element that is already in the data sharing community Data Sharing alarms are appearing A minor system alarm is generated whenever an SDS data distribution error occurs Resolve the distribu
44. Layer 2 switch verify that Native Lan is untagged and Voice Lan is tagged The Layer 2 switch port for router interface is shut down or not configured properly Verify which configuration you have see Network Configuration Examples in the Typical Network Configruations chapter of the Technician s Handbook for more information Ensure the port s on both sides Layer 2 switch and router are not shut down If there is physical interface on the router for each VLAN make sure that the Layer 2 switch is set to access the port for the corresponding VLAN subnet correctly OR If this is a router on a switch verify that this is a trunk port on L2 switch and ensure this trunk port allows both native and voice LAN to pass through On the router s subinterface verify that the proper VLAN is associated to the subinterface see Network Configuration Examples in the Typical Network Configurations chapter of the Technician s Handbook for more information Typo in IP address VLAN ID gateway Delete and reprogram the static IP address If there is no VLAN or priority leave them as blank Verify that the gateway IP address is correct 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 193 Table 19 Troub
45. Link Troubleshooting Cannot Group Page across MSDN trunks or IP trunks If one system has pre Release 5 2 4 4 software and the other system has post Release 5 2 4 4 the remote group page will fail due to incompatible signalling Upgrade all systems to Release 5 2 4 4 software or higher Trunking XNET Table 36 XNET Troubleshooting Symptom Probable Cause Corrective Action Caller reports reorder tone Errors in the XNET 1 Ensure that the ARS Leading Digit when calling to another ARS programming Assignment and ARS Digits Dialed System 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 Ensure that the PBX Number field in the IP XNET Trunk Groups form contains a system number which exists in the XNET network 3 Ensure that the PBX Number field in the IP XNET Trunk Groups form contains a System number which is programmed correctly on the Local PBX The outgoing signaling DID number at the Local PBX must match the correct remote incoming list The outgoing voice DID number at the Local PBX must match the correct remote incoming list Interconnect restrictions must be set up incorrectly in the IP XNET Trunk Profiles form on the Local PBX the profile number must agree with the correct remote profile number and must have the correct profile setting
46. NSU and PRI cards fail to load because the database version does not match the current software load on the card Refer to Mitel Knowledge Base article 05 5134 00023 NSU keeps resetting with no IMAT db error message No IMAT database is saved to the NSU PRI QSIG Use IMAT to save the corresponding database to NSU PRI QSIG Page 1 of 3 44 Hardware Table 11 Service Unit Troubleshooting Symptom Probable Cause Corrective Action After changing NSU from T1 to E1 NSU remains unassigned NSU does not reflash 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 Boot line timeout Universal NSU programming is not complete Ensure that the NSU is programmed as a Universal T1 or E1 not T1 or CEPT 2 Program the proper link descriptor with the proper integrated access and assign to the corresponding NSU unit for example ISDN node for PRI protocol T1D4 for T1D4 DPNSS for MSDN 3 Program at least one trunk PRI QSIG NSU fails to boot Database not compatible with new load 1 Connect IMAT to the PRI NSU and start IMAT 2 Download the database from the NSU to IMAT 3 Save the database from IMAT to the NSU 4 A message appears asking if you want to convert the database Select Yes 5
47. Online help not appearing in System Administration Tool Help not installed on external server or the path to the help is incorrect Correct the path or install the help on the external server See the System Administration Tool online help for instructions Page 2 of 7 131 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 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 Online help files are not installed either locally on the 3300 ICP system or remotely on a web server Install online help locally on your PC or remotely on a web server Locally 1 Copy the Documentation Help zip file from the 3300 ICP software CD ROM to the hard drive on your PC 2 Using WinZip extract the files to a folder on your PC 3 Open the sysadmin folder and locate the sysadmin html file 4 Create a shortcut on your Desktop to the sysadmin html file 5 Double click the sysadmin html shortcut to launch the help 6 Navigate
48. RAD group Program the leading digits of the hunt group pilot number to be greater 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 See Hunt Groups in the System Features book of the System Administration Tool online help Unable to restore database Attempting to restore a database from an AX Controller or MXe Server to a different type of controller You must restore an AX Controller database to an AX Controller You must restore an MXe Server database to an MXe Server Unable to browse to the backup file from the Restore dialog box Unable to perform a Data Restore from the Data Restore dialog box Unable to rename a new folder that you just created within the Backup dialog box or Restore dialog box Your computer has does not have the required Java Plug in version Install Java Plug in version 1 6 0 01 or later To browse for the backup file and to perform a backup your current user account on the computer must have Java Plug in version 1 6 0 01 or later installed Install Java Plug in version 1 6 0 01 or later Install Java Plug in version 1 6 0 03 or later Page 2 of 3 91 Troubleshooting Guide Table 25 Backup and Restore Troubleshooting Symptom Possible Cause Corrective Action You receive the following message when you attempt to r
49. Trunk Troubleshooting Tips M 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 M For help with diagnosing trunk problems see Trunks on page 208 M In the System Administration Tool use the OlLine 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 Il OWVoice Quality Statistics form in combination with NetAlly must be purchased separately to identify voice quality problems and performance trends for IP phones Analog Trunks Table 33 Troubleshooting Analog Trunks Symptom Possible Cause Corrective Action System not receiving trunk calls Analog trunk issues Verify that the analog trunk is OK by using individual trunk access and testing on the frame Answer point not programed Verify SMDR records to see which trunks have received incoming calls Verify that the answer point is programmed correctly and is functional Outgoing calls are dropping after a couple of minutes into the conversation The system is not receiving answer supervision from the central office and is timing out If the Central office cannot provide answer supervision on answered calls go to the CO Trunk Circuit Descriptors form and change the value in the field fake answer supervisi
50. Users cannot pick up calls Class of Service option Set Call Pickup Directed Directed from a set Call Pickup Directed Accept to Yes in the Class of Accept is not set to Yes Service of the ringing set User unable to pick up calls Class of Service option Enable Allow Directed Call from Attendant Console Allow Directed Call Pickup Pickup of Attendant Call in the of Attendant Call not Class of Service Options form of enabled the user s set Call Pickup Remote elements that host You must remove a Refer to the Call Pickup Clustered the clustered call pickup member from a clustered Clustered topic in the System group are not updated with pickup group before you Administration Tool online help for a directory number change Change the member s instructions afier an SDS eo o E An usd elements that host the Hu pestes emer Ts generate clustered call pickup group in the System will not be updated with the Administration Tool to alert change by an SDS you that the change was not synchronization made on the remote elements Camp on Unable to camp on to a Maximum number of Try again at a later time The group allowable camp ons to a group is exceeded maximum number of camp ons to a group per 3300 ICP is set at 84 Page 2 of 4 99 Troubleshooting Guide Table 27 Troubleshooting Features Feature Symptom Probable Cause Corrective Action Clear All Features
51. a large range of technical support methods All new Technical Bulletins TBs Release Notes RNs How to Guides and Troubleshooting guides will be posted in the Knowledge Base Access to the Knowledge Base is given with access to MOL To access the Knowledge Base 12 Introduction 1 Loginto Mitel OnLine From Mitel OnLine click Technical and then click Knowledge Base Select the product name for example 3300 Integrated Communications Platform Select the type of article you are looking for or choose All Click Search ao PY NM Using the Online Service Desk OSD The Online Service Desk provides up to date information on your Support Notifications and Technical Credit balance This portal lets you view the status of your open tickets update Support Notifications with new information for our technical support team and check your technical credit usage Once the issue has been resolved your ticket will be updated OSD will automatically display all active support notifications when you log in To access the Online Service Desk Log into Mitel OnLine From Mitel OnLine click Support then click Online Service Desk The first time you log in you will be asked for your company s Technical Support ID 1 2 3 4 Choose your channel partner location 5 View your open and closed tickets 6 Update your open tickets with any new information and the Mitel technical support specialist will be notified of your updates
52. a proper connection A flashing yellow LED indicates activity data flow on the network Viewing Settings and Network Parameters on IP Phones Use the Configuration Debug Menu on IP Phones to view the settings and network parameters on an IP Phone The procedures to access the configuration menu on Single Mode IP Phones and Dual Mode IP Phones are different You can identify a Dual Mode phone by checking the label at the back of the phone The label will specify the phone as Dual Note The default setting from the factory is MiNet mode The procedures described here are based on MiNet mode The phone menus may vary in SIP mode 193 Troubleshooting Guide 194 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 Version info Main and Boot loads Network IP information such as the telephone s IP Address Subnet Mask ICP List DHCP Server Address TFTP Server Address Gateway IP Router VLAN Priority DSCP Telephony DSP Telephone Directory Number and other design information Connection Link Reset Hard Reset Toggle ERROR persisten
53. are submitted against your account you will be sent a confirmation email To register for OSD notification updates log into Mitel OnLine click Technical and then click Register Cancel Email Notifications Password Resets if you lose your password or if your password is not available Mitel can attempt to reset it for you Password resets are chargeable and are subject to approval of our legal counsel The end customer must sign a Mitel approved form letter authorizing the reset To obtain the required form letter access Mitel Online click Support click System Password Rests Atthe bottom of the web page under Resources click Password Reset and download the form letter Complete a written request based on the form letter and email it to TSN Mitel com Software Releases you can download the latest product software releases from Mitel Online To access the available software downloads on Mitel Online click Technical Support and then click Software Downloads Software Patches between major releases you can download major system software patches from Mitel OnLine that include fixes for field found problems see Checking for Fixes in Software Patches on page 13 Note that minor software patches are only available from Technical Support via a Mitel FTP site 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 replacemen
54. 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 Click your Internet Explorer browser Click Tools and then click Internet Options Click the Security tab and then click Local Intranet Click the Sites button Click Advanced Leave all boxes in this dialog box checked Enter the IP addresses of the Administrative Group elements Click Add Click Close and then click OK Page 2 of 2 154 Voice Networking Resiliency IP Device Resiliency Table 52 Troubleshooting IP Device Resiliency Symptom Possible Cause Corrective Action All resilient Secondary ICP is not in Ensure that the secondary ICP is operating devices are not service functioning no dial tone after IP phones are not Enter the Locate commands on the secondary ICP to the primary ICP provisioned as resilient determine the status of the IP phone goes out of Check that the correct secondary CEID index appears in service the Remote Directory Numbers form for each resilient IP phone If not provision the IP phones for resiliency using the System Administration Tool Refer to the System Administration Tool Online help Cluster is not programmed Enter the Locate commands see Locating Resilient correctly Devices on page 216 on the secondary controller to determine the status of t
55. by email F Note Online Service Desk OSD response time is three business days The OSD should not be used to obtain emergency support services 7 Display a summary of your technical credits depending on your access privileges Checking for Fixes in Software Patches Before calling technical support with a problem check to see if there is a software update available on Mitel Online that includes a fix for the problem Major software patches are provided on Mitel Online Minor software updates are available from Technical Support via a Mitel FTP site The Known Product Issue KPI fixes that are contained in minor software updates are listed in the KPI fixed lists articles The KPI fixed lists are Mitel Knowledge Base articles If an update is available with the required fix you can download the software patch or update and install it on the system 13 Troubleshooting Guide 14 Fixed in Latest Software Patch To determine if a fix for your problem is available in the latest software patch 1 on FF ON Log into Mitel OnLine Click click Technical and then click Software Downloads Click the product name for example 3300 Integrated Communications Platform Click the latest software update Open the Release Notes RN In the RN review the list of problems DPARs that are resolved in this software update If your required fix is listed read the RN carefully to ensure that the update is appropriat
56. collecting details L2 poestatus L2 stat maclist L2 stat port port summary L2 stat port lt portnum gt specific port info L2 stat spanning tree L2 stat switch For more information see Using Layer 2 Statistics on page 181 M Maintenance and troubleshooting of your LAN WAN network is the responsibility of your network provider Mitel Technical Support can help you isolate minor network problems Technical Support will escalate complex network problem to Professional Services a billable service Before contacting Mitel Technical Support with a LAN issue ensure that you have the following information ready Onetwork diagram O routeShow command results Oresults of PING test between controller and IP Phone ress verify command results O state xnet all command results 179 Troubleshooting Guide LAN Troubleshooting Table 62 LAN Troubleshooting Symptom Possible Cause Corrective Action Loss of PC network If your PC is connected to the None Connection is automatically connectivity through IP phone network through an IP phone restored in 1 to 2 seconds your PC network connection is interrupted for approximately 1 to 2 seconds ifthe IP phone momentarily loses power if you manually reset the IP phone via the debug menu or ifthe IP phone automatically resets because it loses connectivity to the 3300 ICP for 10 minutes Note If a resilient IP phone fails over to its secondary control
57. ex E aaaea eee eee Dad wey E RE we x 78 5550 IP GoONSOle 1 5 oto tte nse debere ic e abb reda dd e dara tae des dedu euge scis 82 Chapter 4 Software Software Troubleshooting Tips llseslseeeeeeeel eee eee 87 Sysleri SOWANG ea s aaa ice decia RR ood Rok obo ard a ea Rode doa POUR odo cR ORC A 87 Software Installation and Upgrade liliis eh 88 Backups and Restores s isse zatr eb ug adoe E eR RR Y GE Hep HE pd do eeh ones 90 Chapter 5 System Features System Feature Troubleshooting Tips 0 00 cece eh 95 Features A to B uk and Pe ees a Re tex ce ee wc xd e RA ntes d de d A eae 96 grupracic CE EUEEMEEN 98 Features D to Q us cust eaae oc cu ete e deren dee Sr dde e A edie ee S adhe 102 Table of Contents Features ET tod diae DP ER EPaeUices Mum EN ee e Eie dann ac Features WOO c pista ters ate rah etico mme AA Ea Hd endure ated amp Aah ces cave atributo ste Features P IO Fb oc esos wis Ed Uum umdde Ead euer bt Gad tee d ai radii iaces Features S10 V z edite saut Pn a E tius ur ddbet a Edere edes CHI Chapter 6 Trunking Trunk Troubleshooting TIPS as uc tpe icta err hee ec ceti a mta ce e PRA a ee we d Analog TIUnks s4 s acm ea amem E tU Se E Re pA REM ES dues fd mee Digital TONKS 3 aded e alude odo atate re ib ETERN d oni eng diat att pot i d RR RE MSDN DPNSS LIDKS 25 53 53 95 5 29 Up ETAR DENE loe aU RU SOR Sen RR S E s IPT ranking OPANStWOIKIDO 35 roa md eod Rente rr m E
58. in the packet is used by the CRC generation algorithm to generate the CRC value If the data in the packet gets altered between the transmitting device and the receiving device then the receiving device will detect that the packet has been altered since the CRC will not match the contents of the packet The result is an CRC error A FCS error Frame Check Sequence is another name for a CRC error An alignment error occurs when a packet has an FCS error and the packet also fails to have octet alignment When a packet has octet alignment the packet has an even byte count Frame Length Errors Legal length for ethernet packets is from 64 to 1518 bytes Ethernet packets that are shorter then 64 bytes or longer than 1518 bytes are illegal length packets and will cause the receiving device to count an error 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 Table 63 Frame Length Errors Counter Cause Corrective Action RX Discards Receive packets discarded Insufficient receive resources Contac
59. local router and ISP router Unable to place calls between systems via IP trunks in a clustered redirected or resilient environment PBX Number in the ICP PBX Assignment forms of the systems are programmed incorrectly For each system in the cluster ensure that the system s PBX Number matches its CEID Index Number as defined in the Cluster Elements form Cannot Group Page across IP trunks If one system has pre Release 5 2 4 4 software and the other System has post Release 5 2 4 4 the remote group page will fail due to incompatible signalling Upgrade all systems to Release 5 2 4 4 software or higher Receive out of service tone while dialing across IP trunks to a remote element Congested trunks at remote node Note this is not a local trunk congestion issue the congestion is at the remote site The remote site will have less trunks programmed than the originating site 1 Launch the System Administration tool on the remote element 2 Access the XNET ICP PBX Networking form 3 Increase Max Number of VOIP calls 127 Troubleshooting Guide 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 th
60. manually copied the firmware 2 Confirm if TFTP on the controller is corrupted this can be verified by connecting the IP Phone directly on the controller or by observing the behavior of other IP Phones Tip If you have Option 132 133 programmed on the controller s internal DHCP server disable them before trying Step 2 Your installation is using the controller s internal DHCP server but DBMS Save is not on Enter the DBMS Save command through the Maintenance Commands form Page 5 of 7 74 Hardware Table 18 IP Phone Registration Troubleshooting Error Message on Display Possible Cause Corrective Action Waiting for link DHCP option 43 or 125 on Release 7 0 or later systems or option 129 for earlier Releases is not programmed correctly Check Option 43 125 or 129 on DHCP to confirm that the IP address is programmed correctly RTC IP Address of controller for the MXe Server use the controller System IP address Spanning Tree protocol is disabled It s used to provide location and location information for Emergency Services E911 Ensure Spanning Tree protocol is enabled The application server is broadcasting or multicasting on IP Phone port or on PC behind the IP Phone The PC behind the IP Phone is changing speed 100 10 Turn off multicasting Depending on the NIC you may need to hardcode to 100 MBps instead of auto negotiatio
61. mod by icmp redirect DTMF RTP Pkts Rx 189 DTMF digits received 36 DTMF no inter digit gap 0 DTMF added pkts for min len 11 DTMF short digits corrected 11 Jitter Underflow 38 Jitter Starvation 1716 EOS Detection Active Reg Reports 0050 Currently Active Channels ooo To clear the e2t counters type gt e2tclear on the console For channel table debugging type gt Stream_PrintTables To display MCT messages set e2tmsatrace 1 0 to disable value 0 0x0 Figure 1 Example Result of et2show Command Diagnosing Problems 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 Formatter Card Problems When diagnosing DS1 or CEPT Formatter Card problems To obtain an indication of a link s performance over a 24 hour period use the command DTSTATS READ x x x x LAST 24 where x x x x is the cabinet slot shelf link of the card For the STATE command if state is suspect suspect faulty card or problem with 12 volt power If state is not seizable suspect 24 hour limit exceeded relay stuck closed test using the TEST HYBRID command or faulty programming The card will also appear not se
62. mode ensure that the microphone on the front edge of the telephone is unobstructed and not close to a reflecting surface such as a shelf minimize background noise such as printers fans and radios Sit within reach of the telephone Speak at a normal volume towards the microphone In conference call 1 Identify the path between the two end points and verify if echo is noticed from Trunk is always involved external trunk 2 Check with Telco to see if the trunk is within specs On a typical T1 the input signal should be 15 GB If it is too high 5 dB for example echo may result Keep a log to isolate the problem There is an audio Provide better acoustic shielding between users e g close path between the the door provide sound deadening partitions users as well as between the phones Voice quality Cisco IOS is Refer to Mitel Knowledge Base article 08 5191 00104 issues appear upgraded to IOS after a network 12 2 37 Mitel IP upgrade phones receive DiffServ DSCP value of 0 from LLDP resulting in Voice Quality of Service degradation Page 4 of 4 81 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 OR does not have the right IP address OR is no
63. not have a SysID module or an i Button If you still can t fix the problem call Technical Support Make sure you have the following information on hand before calling The controllers VxWorks parameters bootdevice host file inet on ethernet host IP address The error message s in the RTC shell Referto Mitel Knowledge Base Article 06 3849 01067 Cannot move licenses after manual upgrade There is a specific procedure that you must follow to move licenses after a manual upgrade Refer to Mitel Knowledge Base Article 06 9999 00013 28 Initial Setup Table 6 Troubleshooting Licensing and Optioning Symptom Possible Cause Corrective Action You receive an email that indicates that the evaluation period for the Management Access Point MAP will expire soon Sample email output from Management Access Point related to 3300 Message 12345 from Mitel 7100 Date 02 07 05 Time 17 01 36 Type 1 SubType 300 Description License reminder Data Application m3300snmp app Evaluation period expires in 2 day s If the activation key was not entered on the Management Access Point MAP during installation a license reminder email is sent from the Management Access Point to remind you that the evaluation period will soon expire Note This condition does not cause any service outage on the 3300 ICP The email is just a reminder that the Management Access P
64. not securely plugged into the controller and or power source Ensure power cable connections are secure Both power switches on a redundant power supply controller are not on Ensure that both power switches are turned on 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 Technician s Handbook for correct settings Crossover Ethernet cable used to PC to controller Use a straight through Ethernet cable PC Network Interface Card IP address not programmed Program the PC s NIC with the following settings P Address 192 168 1 n where n is a value between 30 and 254 Subnet Mask 255 255 255 0 Maintenance PC on different subnet Configure maintenance PC on same the same subnet as controller IP address and subnet mask for RTC entered incorrectly Enter IP addresses without leading zeros For example 192 168 1 2 not 192 168 001 002 25 Troubleshooting Guide Licensing Table 6 Troubleshooting Licensing and Optioning Symptom Possible Cause Corrective Action License and Option Selection error The System ID or i Button has not been installed Install t
65. of service After an IP phone Call routing and ARS are Enter the Locate commands see Locating fails over to its incorrectly programmed Resilient Devices on page 216 on the secondary secondary ICP controller to determine the status of the IP Phone you can make calls from it but other IP devices in the cluster cannot call it Refer to Voice Networking gt Configure Network in the System Administration Tool Online Help for instructions on the following tasks 1 Ensure that each element in the cluster is assigned a unique CEID in its Cluster Elements form 2 Ensure that ARS is programmed correctly to route calls to all the other elements in the cluster 3 In the Cluster Elements form ensure that you have programmed the Feature DN fields correctly 4 In the ICP PBX Networking form of each element ensure that the PBX Number matches the CEID index number that is programmed in the Cluster Elements form 5 Ensure that the correct secondary CEID index appears in the Remote Directory Numbers form for the resilient IP console Console fails Ensure that ARS and call rerouting are back to its programmed correctly primary by queued calls are lost 161 Troubleshooting Guide Voice Mail Resiliency Voice Mail Table 54 Troubleshooting Voice Mail Resiliency Type Symptom Possible Cause Corrective Action Embedded After an IP phone fails A second voice mailbox has n
66. pilot number Table 76 lists examples of the system outputs for these maintenance commands when you issue them against a resilient hunt group Table 76 Locate Commands for Resilient Hunt Groups Example Input Example Output Meaning 4001 locate hunt group Pilot Number 4001 Hunt group pilot number 4001 is a resilient Primary Element LEID 201 Routing Digits 2905 DN located on primary ICP with local Secondary Element CEID 200 Routing Digits 2904 element identifier LEID 201 and routing digits 2905 The hunt group s secondary ICP has CEID 200 and routing digits 2904 LEID identifies the ICP that you issued the command from The command was issued on the primary ICP The indicates the known location of the hunt group 219 Troubleshooting Guide Table 76 Locate Commands for Resilient Hunt Groups Example Input Example Output Meaning 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 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 Do Not Disturb is enabled for hunt group 4001 so the hunt group is not taking calls command was issued on the secondary ICP locate remo
67. ping is successful ssh to the APC IP address and type a few basic commands like gt ll gt ls gt cd If these commands succeed the problem is likely not the APC Page 1 of 3 41 Troubleshooting Guide Table 10 MXe Server Symptom Probable Cause Corrective Action Ping to APC failed APC is faulty Remove and replace the APC MXe battery See the Application Processor Card section in the Install and Replace Units chapter of the Technician s Handbook for intructions If that doesn t fix the problem make a serial connection to the printer port 38400 8N1 Enter to login to Linux and issue some basic commands gt ll gt ls gt cd If these commands succeed APC is not faulty See Network connectivity is broken below Network connectivity is broken Recheck network connections and fix RTC has wrong bootrom Replace RTC with a new MMC C card OR Reprogram flash memory on the RTC and the midplane Atlas licensing error RTC has wrong bootrom Replace RTC with a new MMC C card OR Reprogram flash memory on the RTC and the midplane Page 2 of 3 42 Hardware Table 10 MXe Server Symptom Probable Cause Corrective Action Login via the serial connection fails APC is faulty Check the battery and replace it If that doesn t fix the problem reset the switch using the reset button on
68. release Checked maintenance NO Refer to the Check System section in the Technician s Handbook for instructions you checked the troubleshooting No Check the troubleshooting charts in this guide for a solution to the problem charts Check Knowledge Base to determine if a software update is available that remedies the problem See Checking the Knowledge Base on page 12 you checked the Knowledge Troubleshooting Guide S ita 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 other related documents Go to http edocs mitel com Installation See Technician s Handbook Programming See online help or Technical Documentation Feature functionality See online help and user guides See Supporting Documentation on page 3 the problem related to a 3300 networking issue Yes No Go to http edocs mitel com See the 3300 ICP Engineering Guidelines Introduction components involved consultation credits in your account Have you collected all the problem details other non MiteN Yes No No yp Before you call Mitel technical support ensure
69. should come on This takes about 15 seconds Page 6 of 7 120 Trunking Table 34 Digital Trunk Troubleshooting Symptom Probable Cause Corrective Action Embedded BRI Links are not seizable Status LEDs show RED alarm Configuration or wiring Ensure that the ISDN cable is plugged into the correct RJ 45 port on the Quad BRI MMC Verify that the ISDN cable is correctly wired straight through for trunk interface crossover for terminal Note that 3 4 and 5 6 are the relevant pins for the cable Toggle the Bus Type setting in the Protocol Assignment either S or T This change takes about 30 seconds to take effect Ensure that the Manual TEI value is correct if required High number of slips Configuration of Network Synchronization form Ensure that the synchronization source being selected is not connected to a BRI terminal If there is a digital E1 trunk that should be used as the first synchronization choice Outgoing calls fail with reorder tone Configuration of ARS or configuration of Per Call Capabilities Enter the CCS TRACE maintenance command to ensure that the proper digits are being sent out Check the Digit Modification with the Per Call programming for BRI to make sure digits are not being inserted or absorbed unnecessarily Incoming calls fail Configuration of Trunk forms Verify in the Trunk Attributes form that there is an Answer P
70. slave element perform a sync operation from the local element with the slave and then disable SDS at the slave element Unexpected Concurrent Change Rejected errors are being generated at the local element in the SDS Distribution Errors form Concurrent Change Rejected errors were created because during a network outage changes were made on individual elements Fix network issue and retry update errors The shared data has different default settings because the system Country variants set in the License and Option Selection form are different on the master and remote elements Accept the values using the Force Change option or do not share this data Page 3 of 5 167 Troubleshooting Guide Table 58 Troubleshooting Sharing Operations Symptom Possible Cause Corrective Action Resilient user and device data is not being shared after you upgraded the controllers to 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 Version of the remote peer has not been updated on the local controller Perform a synchronization from the local element to the remote peer Data for some fields are not being shared If a Releas
71. that apply to the feature Feature descriptions conditions and programming information are provided in the System Features book of the System Administration Tool online help M feature is enabled in the Class of Service COS that has been assigned to the phone M Class of Restriction COR assigned to the phone is not preventing the feature from operating M System timers are set accordingly to allow system to activate feature for example Camp on M feature access code is programmed in the Feature Access Codes form and you have entered the Feature Access Code correctly if the feature is activated via a feature access code MI another feature previously enabled on the phone isn t preventing the current feature from functioning For example Do Not Disturb could would prevent a phone from receiving a call M you have enabled the feature on the correct system if you have multiple systems inter connected in a network The tables in the following sections provide specific feature troubleshooting information 95 Troubleshooting Guide Features A to B Table 26 Troubleshooting Features A to B Feature Symptom Possible Cause Corrective Action Add Held Unable to add a help call Record a Call is enabled Disable Record a Call feature in on the phone The the Class of Service Options Record A Call prompt form takes precedence over the Add Held prompt Unable to add a held call to Functionality not N
72. the IP device to a different port pair on the Power Unit If the device works normally the original port is probably faulty 6 Connect the IP device directly to the Power Unit using a short cable If the device works normally the original cable or one of its connectors is faulty 7 If possible connect the IP device to a different Power Unit If the device works normally the original Power Unit is probably faulty IP device that receives PoE from a CXi controller port is not powering up Maximum PoE has been exceeeded The CXi controller provides a maximum 100 Watts for PoE Refer to the Engineering Guidelines for information on how to engineer PoE for the system Power over Ethernet has been disabled for the IP device port In the System Administration Tool check the Layer 2 L2 Switch form Ensure that the Power over Ethernet is set to Auto for the port Page 2 of 4 66 Hardware Table 17 IP Phone Power Troubleshooting Symptom Probable Cause Corrective Action IP device works but there is no Wiring problem 1 Verify that the port s Power Active data link OR LED is continuously ON Faulty IP device OR 2 Verify that the connections for the port pair both correspond to the Fautiy Power KNIE CR same IP device and that the port Missing faulty local power connections are not reversed seater 3 The IP device may require a local power adapter to operate If an a
73. the length of the msgnn vox file is not long enough 4 There is a special code which must be present in the file in order for the file to be valid If that code is gone there most likely was some sort of file corruption The second reason this error code could come out is if enough bytes could not be read from the file We try to read the first 5024 bytes 5 TBD 6 TBD 7 We were unable to seek to the beginning of the file This could also indicate a problem with the file 8 This means there was something wrong with the mailbox file The rc value in the error message will give you further details on what was wrong Below is a list of the possible values for rc and what they mean 1 2 3 The msgnn vox file is somehow corrupt It is not known how it could get into this state This probably means that the msgnn vox file is indicating that there are more than 250 messages No action requires 5303 ERROR Copy Error source to destination code ret An error occurred while copying file source to destination Contact your service representative 5304 INFO vtclean deleted f age exceeded d days Every morning at 2 00 A M message files are checked to determine if their age has exceeded the configured limit If it has they are deleted For each file that is deleted this message is issued The files name is f and the number of days it was checked against is d No action required 5304 WARNING seek
74. these symptoms For normal T1 E amp M trunks set the RLT field in the Trunk Attributes form to NO NSU does not come into service after you change links from T1 to E1 or vice versa The NSU failed to download the new virtual Digital Service Unit VDSU files from the controller Enter the force dl command from the NSU maintenance port This command causes the NSU to reboot and get the proper VDSU files The NSU maintenance port is set for 38400 baud rate 8N1 parity External forwarding of an incoming PRI call is not successful The COS ofthe incoming PRI does not allow Public to Public trunk connection In the COS of the incoming PRI trunk enable Public Network to Public Network connection allowed There is a COR restriction against the incoming PRI trunk in the ARS route For COR restriction ensure the COR number of the PRI trunk is not included in the COR group defined for the specified route in the ARS Routes form See the document Using CDE to Prevent Toll Fraud on the 3300 ICP for more information This document is available in the 3300 ICP System Administration Tool online help Q Sig Private network access is enabled in PRI link descriptor For the link descriptor assignment used by the PRI link set Q Sig Private network access to NO This option should not be enabled for normal PRI It should only be set if the link is intended for Q Sig Page 2 of 7 116
75. to 4 5 will cause the LED to flash green DSP card or Card fails to come out of Both PostSoftware and Disconnect controller power module reset PostMaintenance logs and then reconnect Newer are generated as well as a DSP Card Status alarm versions of DSPs have been updated to prevent this issue from occurring DSP Fails to Boot No DSP resources No dial tone on analog devices embedded voice mail ports don t function and so forth Remove and reseat the card Reboot They should be looking at the connectors for bent pins etc NOTE Ensure that the screws are not over tightened Over tightening of one side can cause the other side connector to rise up PostSoftwareLog StartUp BindldzO pCOam coDspBoot failed with DSP PROGRAM ERR OR for card 3 and dsp 0 If the problem persists then remove replace the card completely This card only needs to be immediately replaced if it is the only card dsps being used for Telephony If it was being used for Telephony but there are still dsps left in the system this is still fine but the user may be traffic limited until it is replaced Page 2 of 3 51 Troubleshooting Guide Table 14 Embedded Module Troubleshooting 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 H
76. to see to see real time Statistics bandwidth usage as well as historical bandwidth statistics CESID Logs Allows you to monitor and troubleshoot device moves and automatic CESID updates Device Reports previous and latest Layer 2 Connectivity MAC and port number Device Connectivity forms IP Telephone Displays all of the IP telephones that Status IP are part of the system and information Telephones All form concerning their status L2 STAT commands Provides L2 switch ports details MAC address status Spanning Tree information Line Measure Tool Line Quality Measure form Tests to determine the line settings for Loop Start LS trunks that are connected to the AX Controller Card Chassis Analog Main Board Analog Option Board or ASU Il Login Logout Audit Logs Allows you to identify who has accessed the system Shared Data Update Logs Allows you to view and manage all pending in progress SDS distribution updates and update errors Software and Maintenance Logs Provides a history of the software and maintenance events System Administration Tool Refer to the System Administration Tool online help for instructions on how to use these tools 3300 ICP system IP network Emergency Services feature IP network and IP phones IP phones IP network Loop Start trunks System administration System Data Synchronization
77. to the required help topic by using the Table of Contents Index or Searchfield Remotely 1 Copy the Documentation Help zip file from the 3300 ICP software CD ROM to the web server 2 Using WinZip extract the files to a folder on the web server 3 In the Remote Help Server field of the System Options form enter the enter the URL to the location of the help files using the following syntax http lt IP Address of Remote Server gt help For example http 10 117 7 39 help where 10 117 1 39 is the IP Address of the remote help server 4 Click Save URL to the remote help files is entered incorrectly Enter the correct URL to the help files on the web server You enter the URL to the help in the Remote Help Server field of the System Options form Page 3 of 7 132 Tools and Embedded Applications 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 This does not prevent the web site from opening Close the error window to access the website To prevent this runti
78. trunks 128 SMDR 147 software installer tool 134 specific phone models 60 system features 95 system management tools 130 system software 87 T1 E1 trunk resiliency 163 telephone directories 162 trunks 111 voice mail resiliency 162 voice networking 151 XNET trunks 125 Trunk alarms 222 Trunk answer from any station 108 Trunk calls not receiving 111 Trunk resiliency status of trunks 221 Trunks digital trunk troubleshooting 115 ring not heard immediately 112 troubleshooting 111 unable to dial out 111 XNET troubleshooting 125 TSID code 9 15 TSN 8 accessing support 15 available services 9 registering for services 9 13 service charges 12 services 9 supported products 11 U Unified IP client for Sun Ray troubleshooting 147 253 Document Title Using Variables V Video conferencing parameters configuring 198 Viewing parameters on IP phones 193 Visual voice mail 140 VLAN ID invalid 70 Voice mail 138 networked 145 ports show out of service 88 89 resiliency 162 Voice networking troubleshooting 151 Voice quality monitoring and statistics 190 statistics 111 254 Volume setting on phone lost 56 W Waiting for link 75 Web browser error on webset phones 61 X XF86Config file 147 XNET troubleshooting 125 XRTC logs 17 Y YA Phones headset issues 60 For more information on our worldwide office locations visit our website at www mitel com offices www mitel com on MITEL
79. 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 Page 4 of 7 133 Troubleshooting Guide Table 39 System Administration Tool Troubleshooting Symptom Probable Cause Corrective Action System export of logs fails with error when running Windows XP with SP2 Internet Explorer settings Open Internet Explorer 2 On the Tools menu click Internet Options 3 On the Security tab click Custom Level 4 Do one or both of the following To turn off the Information Bar for file downloads in the Downloads section of the list under Automatic prompting for file downloads click Enable To turn off the Information Bar for ActiveX controls in the ActiveX controls and plug ins section of the list under Automatic prompting for ActiveX controls click Enable Note Windows XP with Service Pack 2 SP2 provides a higher level of security than previous versions It is possible that this increased security may affect the way the 3300 ICP works If you need to maintain this level of security see your System Administrator MCD Software Installer Tool MCD Software Installer fails with Failing to Read from LOS Two NICs installed on the PC and trying to connect to a pre 7 0 switch 1 Disable the
80. up correctly On the router interface on which DHCP is not residing enter the IP helper address and specify the IP address of the DHCP server on the other side of the subnet that is always set up IP helper address on the DHCP server client side Ensure the second scope is created for the corresponding VLAN see Network Configruation Examples in the Typical Network Configurations chapter of the Technician s Handbook Page 3 of 7 72 Hardware Table 18 IP Phone Registration Troubleshooting Error Message on Display Possible Cause Corrective Action Cont d The L2 switch port for the phone interface is shut down or not configured properly k Check the L2 switch and ensure that the port is not shut down 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 For an HP L2 switch ensure that Native Lan is untagged and that Voice LAN is tagged Verify whether there are two physical interfaces to the router one per VLAN or a router on a stick configuration one physical with virtual sub interfaces Ensure that the port s on both sides L2 switch and router are not shut down See Network Configuration Examples in the Typical Network Configurations chapter of the Technician s Handbook If there is a physical in
81. you should program the key appearances on the 5207 IP Phone or SpectraLink wireless set with no ring type or use an IP Console Release 5 2 version or later a 5215 IP Phone or a 5220 IP Phone instead of the 5207 IP Phone or SpectraLink wireless set 5140 or 5240 Webset Phones The following error appears in the display WEB BROWSER ERROR 2 Domain Name Service DNS Timeout Host Name was not resolved DHCP Server setup 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 ip port For example 192 168 1 4 3128 where 192 168 1 4 is the IP address of the MSL server and 3128 is the http proxy port 2 Reboot the webset to get the new DHCP option Option B 1 Program the MSL server to also be your DHCP server For information on how to configure the MSL server refer to the Mitel Standard Linux MSL Installation and Maintenance Guide available from Mitel Online 2 Reboot the webset to get the new DHCP option Page 2 of 5 61 Troubleshooting Guide Table 16 Specific Model Troubleshooting one way audio when using speakerphone mic will not transmit Dual mode 5220 phones will not boot and will show INIT ERROR PKM INFO INCOMPATIBLE error Dual mode 5220 phones will not boot and will show NO I
82. 105 LS trunks poor quality audio 112 M Maintenance and diagnostic forms 33 Managed Application Server application 27 Management Access Point license reminder 29 Management tools troubleshooting 130 Manufactured discontinued products 11 Message waiting indication 105 Methodology troubleshooting 3 MG Comms alarm MXe Server 35 Index Migration issue peripheral cabinet 48 Mitel Knowledge Base checking 12 description 9 Mitel Mezzanine Card info 33 Mitel online accessing 3 browser requirements 3 Mitel Technical Support phone numbers 19 MNM 152 Modules troubleshooting 50 MSDN DPNSS diagnosing link problems 213 link troubleshooting 122 Multi node management 152 Music on hold 106 MXe hardware status command 36 hardware troubleshooting 36 troubleshooting 25 MXe Server Atlas licensing error 42 fails to boot 41 Linux logs 92 no operating server 43 serial login fails 43 suspected APC failure 41 troubleshooting 41 troubleshooting setup 27 N Netsync alarms 222 Network ICMP Redirect Packets 59 Network parameters view and modify from phone 195 Network service unit troubleshooting 44 Network Termination NT Mode 214 Networked voice mail 145 No dial tone 77 Non unique match error 132 Norstar phones fail to register 62 Notification of new TBs 10 NSU does not come into service 116 shell 190 troubleshooting 44 O One way audio 78 Online service desk 8 9 10 13 ONS sets troubleshooting 56 OSD 8 9 10
83. 13 Out of box failures 11 Overview of technical support 8 P Page not found error 132 Password reset 10 Patches software 10 Peripheral cabinet migration 48 migration troubleshooting 47 troubleshooting 47 Phantom calls 56 ringing 137 Phone audio quality 78 connection problems 77 display checking for resiliency status 205 numbers of Mitel product support 19 troubleshooting connection 77 Phone Feature matrix 95 Phones Calls being cut off 54 configuring LAN and PC ports 196 general phone issues 51 no busy signal 54 phantom calls 56 setting IP Phone mode 197 volume setting lost 56 PING test 179 PLAR 107 PoE 18 Police 20 Power IP phones 65 over Ethernet 18 PRI troubleshooting 118 Private line automatic ringdown 107 Problem definition 16 resolving technical issues 5 symptoms 16 Problem details collecting for phone 18 collecting info 16 Product support accessing 15 251 Document Title Using Variables PSTSWLOG 17 R R2 card debugging 210 R2 setup issue 121 r2trace commands 210 RAD ports don t play for incoming calls 136 RDN synchronization 173 Real Time Controller info 33 Record a call 107 Registering for technical support services 9 13 Registration invalid VLAN ID 69 70 TFTP load failure 74 troubleshooting IP phones 69 Regproc trap 75 Releases software 10 Remote directory number sync 173 Requirements for doc access 4 Resiliency checking T1 E1 alarms 222 identifying the current ICP 221 IP c
84. 3 Documentation supporting 3 DS1 or CEPT card links fail 123 DSP card or module 51 DSP module diagnosing problems 213 troubleshooting 35 DSP status command 35 troubleshooting 35 DSP status command 35 DSS BLF key 102 DSU cabinet faulty triple FIM 49 troubleshooting 49 DTSTATS command 213 Dual Framer T1 E1 module 51 Dual mode phone Configuration Debug option 191 Dual Mode phone fails to boot up 59 E E2T card statistics 211 does not come up 26 ICP communication alarm 34 e2tshow 211 E911 support 137 Echo between IP and TDM phones 80 between IP phones 81 on ASU voice calls 46 Index edt commands 208 Email notification of alarms 189 of new articles 10 Embedded BRI troubleshooting 120 modules 50 PRI troubleshooting 118 resilient device support 164 voice mail 138 Emergency calling 137 calls for support 20 Erasing phone registration PIN 197 Essential environments 20 services 20 Excessive bit error rate 115 slips 115 Export button fails to launch Excel spreadsheet 133 Exporting data unable to open spreadsheet 108 External forwarding 116 F Fail to load file 88 tolog in 88 Failed out of box replacement 11 Failover of resilient trunks 221 Feature key 103 Features Ato B 96 add held 96 advice of charge 96 alpha tagging 96 auto answer 97 C 98 Call forwarding 98 call history 99 call pickup clustered 99 call pickup directed 99 camp on 99 clear all features 100 conference 100 conference split 101
85. 4 Ensure that the PBX Number field in the IP XNET Trunk Groups form contains a PBX number that is correctly programmed on the Remote PBX The incoming signaling DID number at the Remote PBX may not match the correct local outgoing list The incoming voice DID number at the Remote PBX may not match the correct local outgoing list Interconnect restrictions may be set up incorrectly in the IP XNET Trunk Profiles form at the Remote PBX the remote profile number may not agree with the correct local profile number or may be the wrong setting for the profile Page 1 of 2 125 Troubleshooting Guide Table 36 XNET Troubleshooting Symptom Probable Cause Corrective Action Caller reports busy tone when calling to another system Insufficient DID numbers allocated in the XNET ICP PBX Networking form to set up voice channels to another PBX Allocate additional DID numbers Call does not have the correct service profile 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 Signaling Inactivity Timer fields are blank for the PBX pair in
86. 5235 IP Phone 2 Wait for the prompt PORT ACCESS CONTROL PRESS TO CONTINUE 3 Press 4 Enterausername of up to 20 characters in length This username must match a name that is programmed on the RADIUS server Use the phone keys in the table below to enter the 199 Troubleshooting Guide characters Table 66 DTMF Keys for entering Alphanumeric Characters DTMF Key Alphanumeric Characters in order 1 amp 96 1 abc2 def3 ghi4 jkl5 mno6 pars tuv8 o N OD oO A OJ N wxyz9 Backup and edit previous char o 0 Commit entered data Fr 200 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 All subsequent letters will be in lower case To return to upper case press the Volume Up key while entering a letter Press to commit the username Enter a password from 1 to 20 alphanumeric characters in length This password must match the password that you have programmed on the RADIUS server for the user Press to commit the password The message Waiting for 802 1X authentication appears in the phone display After the server authenticates the username and password the IP phone boots up Erasing an Authentication Username and Password 1 N O Gg PF Ww Access the
87. AN 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 Collisions can also cause alignment errors FCS errors and fragmented packets The number of collisions that occur on a LAN can be related to traffic patterns on the LAN Because of the nature of collisions it is difficult to state what is an acceptable number of collisions and what is an unacceptable number of collisions However a high number of collisions on a LAN could be an indication of faulty equipment on the LAN or it could be an indication that the LAN is too congested Switched LANs Ona half duplex twisted pair interface a collision occurs when receive and transmit are active simultaneously A twisted pair interface that is configured for full duplex operation allows for simultaneous transmission and reception of data Collisions should be non existent or minimal on LANs that are running in full duplex mode CRC FCS amp Alignment Errors 182 When a network device transmits a packet it appends a Cyclical Redundancy Check CRC to the end of the frame The CRC value is unique for the particular packet since like checksum generation the data
88. C Note If Java Plug in console view is enabled you should see the security warning 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 8 If another version is installed remove it re install the correct version and reboot the PC Incorrect Internet Explorer version is installed Backup restore applet is not trusted identitydb obj not on PC 1 Verify that the correct version of IE is installed Mitel supports IE 6 0 9 If another version is installed remove it re install the correct version and reboot the PC 1 Go to the Backup or Restore forms in System Administration Tool Maintenance and Diagnostics 10 Click the link to download the identitydb obj file to the Maintenance PC Save the file in For Windows NT WINNT Profile username For Windows 2000 Documents and Settings lt username gt Backup restore applet is not trusted identitydb obj not in right directory Verify the file is in the correct username profile the profile used to log onto the PC Backup restore applet is not trusted identitydb obj has wrong extension Verify that the extension of the file is obj not obj obj or obj txt or anything else Tip Disable the Hide file extensions for known file types option to see the complete extension of the file In the folder window select
89. Current controller IP address e TUG1 TUG2 TUG3 and TUG4 IP addresses current TFTP server IP address current 195 Troubleshooting Guide 196 e 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 194 2 At NETWORK PARAMETERS press Yes VIEW CURRENT VALUES appears 3 Doone ofthe following Press Yes and then press the Up Down volume keys to view each setting When you return to VIEW CURRENT VALUES press No VIEW STATIC VALUES appears Press No VIEW STATIC VALUES appears 4 Doone ofthe following Press Yes and then press the Up Down volume keys to view each setting When you return to VIEW STATIC VALUES press No MODIFY STATIC VALUES appears Press No MODIFY STATIC VALUES appears 5 Doone ofthe following and then reboot the phone Press Yes and then press the Up Down volume keys to scroll through each setting Use the keypad to modify parameter s and then follow the prompts to store the changes and reboot the phone To reset the factory defaults press Default and then follow the prompts to set and store the factory defaults and reboot the phone 6 Toexit the current menu without a reboot Toreturn to the main menu press Yes at EXIT MENU Toreturn to the default display press Super
90. DARA EES meet daand Bde es SIP TRUNKING za saeia ea sausie LL T E A E A A E E A G SA Chapter 7 Tools and Embedded Applications System Management Tools 0 00 cece ees Automatic Call Distribution 0 0 00 0 cette tees PO DOSNT at 4 5 D Lc Emergency Gall E911 SUPPO k i e ne Oe eke actus ede seb x dp RO ai kN eee Embedded Voice Mall oro x uet trant asda bed cce c cp a e a t c dus Networked Voice Mall csc e secca Seco eR REOR ens bobus eR Roe OR RD ee Station Message Detail Recording 0 00 cece eet ee ees Unified IP Client for SUN Ray acc see goma Dada eges dt dene Aka eon ed a ewe a Chapter 8 Voice Networking Voice Networking Troubleshooting TipS cece cee eee teens Bandwidth Management 422i ened tate eee ele esas b be besa beee ds UD y sus ecu cM IP Networking 34a xx ee kae nere E nee Ee ei Maeda Mba adie d adds Table of Contents M lti Node Vanagemerit 3232 9x gni dae ERG pae ERES IBAce ERG YN AS MERE EE 152 MNM Fault Management ssllesesele nananana 152 MNM Backup and Restore 0 cece ete 152 MNM Application Reach Through 00 eee 153 accep 155 IP Device Resiliency sasar Enar r EAN ER REE A IRR RR IR en 155 IP Console Resiliency 0 00 00 c cette urn 161 Voice Mail Resiliency 00 0 eee eee 162 TIET Trunk Resiliency ok eek RRUE ee Oe Reale eG Ae Pee KCN x 163 Embedded Resilient Device Support 0 0000 eee 164 S
91. 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 Access denied when calling out on a PRI trunk Programming error PRI and MSDN trunks are considered to be DPNSS by the system The Class of Service COS option Public Network Access via DPNSS of the dialing device must be set to Yes The default is No When dialing out on a PRI trunk the call is connected however no audio path is established Programming error In Trunk Attributes form ensure that Release Link Trunk is set to No Page 5 of 7 119 Troubleshooting Guide Table 34 Digital Trunk Troubleshooting Symptom Probable Cause Corrective Action Unable to forward an incoming PRI call to an external destination External forwarding of an incoming PRI call may not be successful for one of the following reasons COS of the incoming PRI does not allow Public to Public trunk connection In the COS of the incoming PRI trunk enable Public Network to Public Network connection allowed COR restriction against the COR of the incoming PRI trunk in the ARS route For COR restriction ensure the COR number of the PRI trunk is not included in the COR group defined for the specified route in the ARS R
92. Ensure that the site is using IP clustering before following these steps to clear the memory 1 Clear the PIN registration code and the extension from the flash memory of the IP phone by pressing the key for a few seconds while powering the IP phone 2 After the flash memory is clear the IP phone will prompt you to enter the PIN as usual in a new system Network ICMP Redirect Packets may cause Exception Errors in IP Phones which may result in unexpected reset Network ICMP Redirect Packets causing Exception Errors in IP Phones resulting in unexpected reset Refer to Mitel Knowledge Base article 08 5157 00024 PC Port not functional COS option PC Port On IP Phone Disable is set to Yes In the Class of Service Options form change PC Port On IP Phone Disable option to No IP Phones Dual Mode Dual Mode phone fails to boot up Dual mode phones may fail to boot up for two different reasons 1 Cisco Discovery Protocol CDP is not supported in certain loads 2 The Boot Loads in dual mode sets are not downgradeable and are not compatible with the Main Load in 5 0 5 5 Refer to Mitel Knowledge Base article 04 5173 00019 Dual Mode phone does not retain the increased volume after user hangs up Dual mode sets reset to the default volume of level 4 if a user changes the volume to the maximum level of set and then hangs up Refer to Mitel Knowledge
93. IP 47 Clear all features 100 CLID 114 Clustering troubleshooting 151 Coast Guard 20 Collisions 182 Compression affects on audio quality 79 DSP status 35 Conference 100 Conference split 101 Conference unit not working 62 64 Configuration menu 18 Configuration menu on IP Phones 194 Connection of phone 77 Console resiliency 161 troubleshooting 82 unable to access on MXe server 27 Consultation credits 9 Controller not powering up 25 unable to establish communication 25 Cookies disabled in Internet Explorer 130 CRC FCS 182 Credits consultation 9 Crossover ethernet cable 25 CX CXi troubleshooting 25 D DASS II circuit fails to return to service 117 link does not work 117 Database loss of 87 Debug menu and MLPP feature 69 on IP Phone 194 on IP phone 18 Desktop user tool troubleshooting 135 Device connectivity forms 189 DHCP server and IP phone issues 69 discovery issues 71 server corrupted 70 troubleshooting 26 DHCP trace for dual mode phones 198 Diagnosing 248 digital trunk issues 208 hardware 210 phone problems 191 R2 card debugging 210 SIP device issues 205 using LEDs 210 Diagnostic and maintenance forms 33 Diagnostic tools 189 Dial tone none 77 Digital link alarms 222 Digital trunk troubleshooting 115 Direct page 102 Directory numbers remote 173 Discontinued products 11 Discovery issues DHCP server 71 Display phones troubleshooting 57 Distorted audio on NSU 78 DMS500 switch 117 Do not disturb 10
94. IP di actndaadoateeenet eee RA se ceaeee dae gba INI ARA ARERR 164 System Data Synchronization l l nen 165 Sharing Operations issssseeseseele hr 165 SYNC Operations sessi esu ped ERE TEPARURE RE x X ek E eee Rae E web ee endi as 170 Hunt Group or Ring Group Data Distribution Errors 1 2 0 0 cc eee 172 RDN Synchronization 0 0 hh 173 Chapter 9 Local Area Network LAN Troubleshooting TIPS 22 sae Sie oot de n ate ea Sea oe S SUAE 179 LAN Troubleshooting sora icc o o bnde cxx Pn a hee ond RR on ean ahd eee RN ee 180 Using Layer2 StatisticS sare etit cte ERR RA eR AER RE Rr dace tu dacs 181 Shared versus Switched LANS 0 00 cece eet eee eee 181 ColliSiOns eS ccv ex oda eed Ook eda pai eva dbo dl aes EFIE Bede 182 Shared LANS s awe wade eae upra ene OR Cu s Redon BOR Lac d ee 182 Switched LANS inr ad taht ieee den RR dU ped miS 182 CRC FCS amp Alignment Errors 1 2 0 tenes 182 Frame Length Errors 2 sca sade E dae aso eal LEEENA Bed aes Raval em a ee 182 Chapter 10 Diagnosing Problems Diagnose TOOlS uda due utr seq es ah aed Ma oe ade ie trud t he ee ie donb den airs 189 PIONO S seau A etes ebrio md dee aaa a E disease dete lod aa a arene ed caca doas bte Bars adesse Biswas 191 Diagnosing Phone Problems sssseeeseeee eee eae 191 No Dial Tone Analog or DNI Phone 0 cc cette ee 191 No Dial Tone IP Phone iiuelseessseseese RR RR RR m S 193 Vi
95. Locate Extension Locate Feature Locate Remote Locate Extension You issue the Locate Extension command to acquire information about the 3300 ICP ofa resilient or non resilient extension For resilient devices the output of the command Provides primary and secondary ICP cluster element index numbers and routing digits e Identifies the ICP the locate command was issued on LEID Indicates the location of the resilient device by placing an asterisk beside the primary or secondary ICP that the device is in service on E Note To determine the state in service out of service idle busy and so on of the device on a given ICP you must issue the State Extension command For an overview of this command see State Extension on page 220 and for more detailed information refer to the 3300 ICP General Information Guide and 3300 ICP System Administration Tool Online Help Table 73 Locate Extension Information for Resilient and Non resilient Devices p 217 provides the input and different possible outputs for the Locate Extension command Diagnosing Problems Table 73 Locate Extension Information for Resilient and Non resilient Devices Input Output Meaning locate extension 1001 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 Resilient device located
96. MITEL 3300 IP Communications Platform e00900000000000000 Troubleshooting Guide Mitel Communications Director Release 5 0 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 Revisions of this document or new editions of it may be issued to incorporate such changes No part of this document can be reproduced or transmitted in any form or by any means electronic or mechanical for any purpose without written permission from Mitel Networks Corporation Trademarks Mitel SX 200 and SUPERSET are trademarks of Mitel Networks Corporation Adobe Acrobat Reader is a registered trademark of Adobe Systems Incorporated Other product names mentioned in this document may be trademarks of their respective companies and are hereby acknowledged Troubleshooting Guide Mitel Communications Director MCD Release 5 0 Rev A Trademark of Mitel Networks Corporation Copyright 2011 Mitel Networks Corporation All rights reserved Table of Contents Chapter 1 Introduction About this GuIdGs 24 CP EET 3 Supporting Documentallons 3 s vase ibn renee ERA
97. N configuration and settings e 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 If hardware for example a controller or NSU is affected what is the status of the LEDs Page 1 of 2 16 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 collect the PSTSWLOG and XRTC logs in a file See MKB article 04 1000 0001 1for instructions Phone types What type of phones are on the system Is there a specific phone type that is exhibiting the problem What is the firmware version Trunking What types of trunks PRI BRI LS DID XNET IP and so forth are on the system How are trunk hunt groups set up How are the LS trunk descriptors programmed FAX Support What type of Fax machines are installed model number and make Contact telephone number and Be prepared to provide the Mitel Technical Support technician e mail address with a telephone number and e mail address so that the technician can contact you or provide your contact number to other support specialists If your call concerns an emergency pro
98. NIT ERROR PKM CARD INCOMPATIBLE error Phone Symptom Probable Cause Corrective Action Norstar Fails to register Remains The CITELlink gateway Enter a unique IP address in Phones in DHCP discovery contains two Network the mylPAdress field of both Layer Processors the NLPA and the NLPB forms NLPs referred to as In addition we recommend that NLPA and NLPB Each you connect the CITELIink processor supports 12 gateway to the ACCESS PORT phones and the of the Layer2 switch for the processors require their associated VLAN own unique IP l Refer to the 3300 ICP addresses When using CITELlink Gateway Installation DHCP the DHCP server and Configuration Guide for must have atleast two instructions spare IP addresses one for each NLP 5x40 IP 5x40 IP Phone will not If you attempted to use Refer to Mitel Knowledge Base Phones function the 5x40 phone Visual article 04 3849 00010 Voice Mail feature before enabling the COS option HCI CTI Tapi Monitor Allowed the phones will not function even after you enable the COS option 5224 IP After reset of phone If you reset a phone Refer to Mitel Knowledge Base Phone phone display stuck at during its upgrade article 06 4409 00020 Upgrade part 3 1496 Do process the phone s Not Power Down flash memory will become corrupted 5220 with Any of the following Unsupported hardware Refer to Mitel Knowledge Base 5422 PKM revisions article 04 3849 00863 for the minimum req
99. OR vthq Message for mailbox mbox was not delivered size size 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 Message is being sent transferred from internal caller and the destination mbox is locked Messages are removed from header queue every time vtserve periodic service function calls vthdq It dequeues a maximum of P channel 4 in a 4 port system every time around vthdq will only dequeue a message if the destination mailbox is free Error 1511 could be manually generated by logging into a mailbox keeping it busy and sending it more messages than header queue size The size of header queue is dependent on P86 parameter If this parameter is zero default the size of header queue was made equal to number of channels in system We have changed the size of header queue to default to TWICE the number of channels in system All this is done in file vtapplhq c Contact service representative 1513 ERROR vthdq Transaction file handle is invalid fh th 1803 FATAL vtappl2 Failed to create index space 1804 1808 FATAL ERROR vtappl2 Failed to create space for names MASTER DAT cannot be opened more than once at any one time Conta
100. P VAP Missing This means that a requested prompt could not be played The reason is most likely that the VAP file is corrupt this usually means truncated If the prompt number is between 1 and 100 the file in question is VTP VAP If the prompt number is greater than 100 the file is VTE VAP Prompt num File VTP VAP Missing Prompt number num does not exist in file VTP VAP Contact service representative Contact service representative 3210 ERROR MBox size incorrect File f There is something wrong with the MSG file f The most likely reason is that it is full and can not accept new messages If there is another reason it would be shown in error message 4706 Check how many messages are in the mailbox If OK see message 4706 3213 ERROR Default Language nnn prompts missing substituting English The prompts for the configured default language are not installed English is being substituted The value of nnn indicates the configured language 1 English 2 Spanish 3 French 4 Dutch 5 UK English Select a different default language 3214 ERROR Alternate language nnn prompts missing Language ignored The prompts for the configured alternate language are not installed No alternate language has been loaded The value of nnn indicates the configured language as defined above for message 3213 Select a different alternate language 4001 ERROR utxopen path p
101. Page 4 of 5 168 Voice Networking Table 58 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 Delete the inconsistent record from the Remote Directory Number form and reprogram it appropriately On 5235 IP Phones some application keys that are programmed on the set for example the History key do not function after the set fails over or fails back from the resilient peer controller The Multiline Set Keys form data is shared but the High End Set data is not shared In the SDS Form Sharing form share both the Multiline Set Keys form data and the High End Set data SDS will then share the application set key data Instruct the 5235 IP Phone users to reprogram the application keys on their sets A 5235 IP Phone user is unable to reprogram or clear a programmable key In the Multiline Set Keys form the Line type for the key is stuck at phone app In the Multiline Set Keys form change the line type for the key to NotAssigned The user aaacan then reprogram the key Errors show that login status for a hot desk user has been improperly shar
102. Point MAP or other device is connected directly to the 10 100 BaseT Ethernet ports Only other Layer 2 switches should be connected to the Ethernet ports The 7100 Comms port is connected directly to the Maintenance port The 7100 Comms port on the 7100 MAP must only be used for programming the MAP unit Once the MAP unit has been programmed the maintenance port on the 3300 must be connected using serial interface 1 port 1 or serial interface 2 port 2 on the MAP 7100 Message waiting lamp is on but there is no message in your mailbox Multiple possible causes The default mailbox of the 3300 ICP is mailbox zero If the user has a line appearance key of directory number zero programmed then any messages in the default mailbox cause the MWI on the extension to be lit Refer to Mitel Knowledge Base article 05 5107 00006 for a list of possible causes and corrective actions Change the default mailbox number of the 3300 ICP MWI lamp on ONG 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 Verify that CLASS CLIP sets have a COS with the ONS CLASS CLIP Message Waiting option set to Yes and that non CLASS CLIP sets have a CoS with the same option set to No In the VM Mailboxes f
103. RM Yellow STATUS Off No signal is being received from the PSTN Check link with analyzer ALARM Yellow STATUS Green Signal from the PSTN is faulty Check link with analyzer ALARM Off STATUS Off Not programmed Link descriptor not assigned System is out of service Faulty T1 E1 MMC Assign link descriptor Refer to System Tool Administration online help for programming instructions Table 79 Meaning of T1 E1 MMC Indicators on Secondary Controller Indicators Meaning Action ALARM Red 9 If the primary controller is supporting None the link this alarm state on the STATUS Off o secondary controller indicates normal operation Because the link is not connected to this T1 E1 MMC the alarm is not reported in the System logs of the secondary System ALARM Yellow STATUS Green Primary controller has failed and support for the link has failed over to the T1 E1 MMC in this secondary controller However the signal from the PSTN is faulty Investigate reason for failure of primary controller See IP Device Resiliency on page 155 Check the link from the PSTN with analyzer 224 Diagnosing Problems 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
104. S ERXRGW ER GO shea cgdancesaeteeees 3 Accessing Mitel OnLine 0 0000 cee tenets 3 Access eDocs for the Latest Documentation llle 3 Resolving Technical ISSUCS 4 24 rr Rr Sede ada Oh ee edes E RR dox RE Doy ox 5 TSN Your Technical Support Network 0 000 dadai imira kagai n 8 Registering for Services 2 0 0 0 ce teeta 9 What Services are Available 0000 ccc nn 9 What Products are Supported 000 tenes 11 Summary of Service Charges 0 02 cece ee rn 12 Self Help Solutions sce auarus che Auer eR Ee drew CRE edu eed tnde a eM er dadas 12 Checking the Knowledge Base 0 00 ccc n 12 Using the Online Service Desk OSD 00 0000 ees 13 Checking for Fixes in Software Patches 0 0000 c cece eee teen eens 13 Fixed in Latest Software Patch 0 0 00 cece ete 14 Fixed in Previous Software Patch 0 0 00 c cece tees 14 Fixed in Software Update 0 2 20 000 eee 14 Accessing Product SUPPONE ais 2 edge cage keen Seana a kb ead eed eee Oe decade ede 15 Betore You Gall a ek rne tabs a o Peete Sa Pe ea eee hee 15 Making a Support Call 2 0 0 0 hh 19 What are Normal Business Hours 000 00 cece tte 19 What are After Hours Calls 0000 c ct hn 19 Emergency Calls are Not Charged 00 0 eect e ete eee 20 Returning Faulty Hardwares css 2 2 aden sow cede ae REESE Ra ke APR EE adele eee x 21 Chapter 2 Initial S
105. SU If this command has already been issued reset the 3300 controller to get the embedded voice mail back in service Voice mail message playback contains noise or audio level is too low Incorrect Balanced Network Setting or Trunk Category in the Trunk Circuit Descriptor form of the LS trunk that the message came in on Use the Line Quality Measurement form in the System Administration Tool to determine the correct settings User receives extra audio tones and noise on his or her voice mail message Voice Mail system is not starting or stopping the recording at the right time due to incorrect correct tone detection file In the License and Option Selection form ensure that the Country field is set correctly for the system The Country setting determines the default language dialing plan tone plan and loss and level plan for the System Refer to the Hardware Technical Reference Manual for tables that list the Tone Plans Page 7 of 7 144 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 A mailbox number is not recognized when creating or forwarding a voice mes
106. Table 78 with the exception of the flashing Red and Green alarm also apply to the secondary controller 225 Troubleshooting Guide 226 A A 9 9 9 Q 2068 Cha Using P4 Troubleshooting Guide 228 Using Logs Logs Software Logs for System Features Feature Error Log Possible Cause Corrective Action Malicious Call Trace 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 See the System Administration Tool online help for instructions User not subscribed The Malicious Call Trace supplementary service has not been subscribed Obtain service for Malicious Call Trace on the destination node Supplementary service interaction not allowed Some supplementary services are mutually exclusive An MCI request cannot be sent while such a supplementary service is active None 229 Troubleshooting Guide Hot Desking Error Logs Feature Error Log Possible Cause Corrective Action Hot Desking 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
107. The value v tells how the termination happened 2 Aterminating DTMF was detected 5 End of data reached 7 Timed out rarely happens 10 Terminated due to silence 12 Terminated due to loop current dropping 13 Terminates on EOF very rare 31 Terminated due to non silence i e sound is constantly above a certain threshold VT ON N The port has gone on hook VT OFFv The port has gone off hook VT BUSY An outdial page has resulted in a busy signal VT NOAN v An outdial page has resulted in no answer VT CONN v An outdial page has resulted in a connection being made and the recipient hears sees the result of the page VT INTER N Operator intercept amp will be treated as a no answer These are informational messages that come out to help give an idea as to the trafficof the system and how recordings were terminated v only has meaning when on the VT RECDONE line Page 5 of 16 235 Troubleshooting Guide Error Number Severity Description Solution Action 3001 ERROR vialist ret r total_boxes tb The attempt build a list of mailbox records from MASTER DAT failed 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 3209 INFO ERROR vispeak Prompt pp File VT
108. 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 Verify in the Trunk Attributes form that there is an Answer Point setup fornon DDI trunks for Day and Night services For dial in trunks the Dial In Trunks Incoming Digit Modification Absorb is not left blank and that the Dial In Trunks Incoming Digit Modification Insert is set appropriately for dial in trunks All calls on a DS1 or CEPT card link fail Faulty cable connections cable or card Check the status of the link by using the DTSTAT READ PLID maintenance command Check the cabling and cable connections Test with a back to back cable to prove the DS1 or CEPT card Replace faulty cable or card Only some calls on a DS1 or CEPT card link fail Configuration errors in programming ARS programming error Digit conflict Interconnect Restriction preventing call Farend fault programming Correct programming through System Administration Tool Only calls to the central office fail Faulty programming Ensure the Class Of Service option of Public Network Access via DPNSS is enabled on the extension making the call and the for MSDN trunks Page 2 of 3 123 Troubleshooting Guide Table 35 MSDN DPNSS
109. ace on page 198 e Configuring Video Conferencing Parameters on page 198 Restoring Factory Default Settings on page 199 Erasing the Registration PIN 1 Access the Configuration Menu see page 194 2 Press No until TOOLS AND FEATURES appears and then press Yes ERASE PIN appears 3 Press Yes and then follow the prompts to erase the PIN and to store the changes and reboot the phone 4 To exit the current menu without a reboot Toreturn to the main menu press Yes at EXIT MENU Toreturn to the default display press Superkey Pinging IP Addresses 1 Access the Configuration Menu during the phone boot sequence 2 Press No until TOOLS AND FEATURES appears 3 Press Yes and then press No until PING TEST appears 4 Press Yes and then follow the prompts to conduct the PING test 5 To exit do one of the following Toreturn to the main menu press Yes at EXIT MENU Toreturn to the default display press Superkey 197 Troubleshooting Guide 198 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 e 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 194 2 Pres
110. ardware Symptom Probable Cause Corrective Action DSP cardor DSP Run Time Access These are mostly If the system is stuck in a module Fault exceptions that either reboot sequence Remove and reseat the card Reboot They should be looking at the connectors for bent pins etc NOTE Ensure that the screws are not over tightened Over tightening of one side can cause the other side connector to rise up Obtain System Diagnostics Reporting output or at a minimum the XRTC and PostSoftwareLogs DSP Overflow Error As of Release 7 0 these are now tracked and monitored by the DSP Service Provider If these occur the dsp will be taken out of service and a DSP Status alarm is raised If this happens and it is a HW problem it should be repeatable Remove and reseat the card Reboot Look at the connectors for bent pins etc NOTE Ensure that the screws are not over tightened Over tightening of one side can cause the other side connector to rise up Prior to Release 7 0 these were only reported as PostSoftwareLog RsrcAlloc failed with result DSP OVERFLOW If itis a pre R7 0 system From the RTC shell enter DumpCaps x y where x is the card number and y is the dsp number reported in the PostSoftwareLog Capture these results and send them to Mitel Product Support Obtain System Diagnostics Reporting output file and contact Mitel Product Support Page 3 of 3 52 Hardwar
111. at does not have MLPP enabled You must redirect the IP phone with DHCP options that is change DHCP Server option option 125 so that IP phone will register to a 3300 controller that is not running MLPP mode After the IP phone is successfully registered to a 3300 controller that is not in MLPP mode and after the phone has been up and running for approximately 20 seconds you will be able to access the full debug menu 69 Troubleshooting Guide Table 18 IP Phone Registration Troubleshooting Error Message on Display Possible Cause Corrective Action Invalid VLAN ID DHCP Option 43 or 125 on Release 7 0 or later systems or 132 and or 133 for earlier releases not set correctly Identify the location of DHCP server and which DHCP server is assigned the IP address for the corresponding subnet see Network Configuration Examples in the Typical Network Configurations chapter of the Technician s Handbook for examples For an external Microsoft DHCP server NT server etc make sure that the option type is set to LONG For a Cisco Router DHCP server make sure that the option type is set to hex and padded with Os for example 0x00000002 for VLAN 2 For the controller internal DHCP server set the option type to numeric Duplicated IP address Existing data device owns the IP address e Check the IP address on the phone display 2 Disconnect the IP Phone
112. at 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 Page 1 of 2 39 Troubleshooting Guide Symptom Probable Cause Corrective Action 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 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
113. ation Tool to change the time of a file on the application side This is a very obscure request and is rarely done 8017 WARNING Bad mailbox command errno Take note of the error This is an attempt by the System Administration Tool or Group Administration Tool to issue a command that is not valid and contact your service representative Page 15 of 16 245 Troubleshooting Guide 8201 WARNING Trying to shift a negative number of bytes Contact your service This is an error that can occur during the communications representative protocol It should never happen 8301 WARNING Bad return value from valid packet No action required Index Index SYMBOLS 35 NUMERICS 404 page not found 132 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 60 5240 IP phone web browser error 61 5310 conference unit not working 62 64 5422 PKM one way audio 62 5560 IPT handset issues 60 5702 IP phone issues 60 A Accessing electronic documentation 3 Mitel online 3 product support 15 support 15 telephone support 15 ACD troubleshooting 136 Add held 96 Addressing technical issues 5 Advice of charge 96 After hours telephone support 10 After hours calls definition 19 Alarm details 189 Alarms hardware 34 troubleshooting 35 Alignment errors 182 Alpha tagging 96
114. ble Unit FRU that is found to be faulty must be returned with a repair tag containing the following information g uogaaauu ou uio u Q Q 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 generic 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 Any pertinent alarm error displays This may include circuit alarm LEDs console or main tenance error messages or maintenance log messages O A brief description of the symptoms of the problem Indicate whether the fault occurred during installation or while the system was in service Any further information that may be useful should be included on the rear of the repair tag 21 Troubleshooting Guide 22 B 4 0 0 0 9 53 kg Chapt Initial Set P4 Troubleshooting Guide 24 Initial Setup Initial Setup Troubleshooting Tips M Refer to the Techician s Handbook for instructions on how to install and set up a 3300 ICP controller M For hardware related issues also see See Controllers on page 37 AX MXe CX or CXi Controller Table 4 AX MXe CX or CXi Controller Setup Troubleshooting Symptom Possible Cause Corrective Action Controller not powering up Power cable is
115. blem ensure that you can be reached at the telephone number at any time Don t provide a number that will forward the technician to voice mail Don t provide a cell phone number that is likely to be unreachable out of range Page 2 of 2 17 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 A packet analyzer intercepts and logs packet traffic passing over a network Is your cabling CAT 5 or better CAT 5 or better is recommended for Ethernet connections Do your L2 or L3 switch statistics show any issues such as Runts etc Runs Collision Frame error may indicate an issue with NIC or a duplex mismatch What is the L2 port setting for IP phone and controller For IP phones we recommend access ports that can handle both tagged and untagged packets to and from specific VLANs How is the IP phone powered Power over Ethernet PoE or from a power adaptor transformer that is plugged into a power outlet If powered over Ethernet which L2 PoE
116. bleshooting Analog Trunks Symptom Possible Cause Corrective Action Caller is using a cell phone that does not support the International Telephone Union ITU T recommendation for the Send Loudness Rating SLR If the caller is using a cell phone that has a low SLR a user on the system will recieve low audio This is an issue with the caller s cell phone Poor audio quality on LS trunks on the 3300 ICP MX CX or CXi platforms Not utilizing latest DSP enhancements 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 Release 6 1 UR1 6 1 7 11 4 This product enhancement addresses the following audio quality issues Echo at the beginning of outgoing calls via the LS interface on the AMB and AOB boards Double talk or choppy audio when internal party speaks at the same time as the external party Upgrade the 3300 ICP to Release 6 1 7 11_4 or later Then re run the Line Measure Tool on the embedded analog trunks The recommended settings suggested by the LS Measure tool must be programmed in the trunk circuit descriptors to activate this echo canceller enhancement This enhancement applies only to the embedded analog trunks Note Set the trunk circuit to LONG before running the Line Measure Tool This setting is crucial when using internal milliwatt tone instead of the Telco s milliwatt tone
117. box Click OK and then click Close Transfer Call cannot be transferred to an internal party Interconnect Restrictions prevent the two parties from connecting Modify Interconnect Restriction form to allow the two parties to connect Trunk Answer from any Station Station user cannot pick up incoming call ringing at Night Bell directory number Interconnect Restrictions preventing station user from accessing incoming trunk Ensure that TAFAS stations have access to the incoming trunks in the Interconnect Restriction Table Speed Call Pause Dialing error occurs when using a speed call that is programmed with a pause The digits proceeding the Pause are processed but the digits after the Pause are not because the Inter digit Timer expires before the Pause Pause in Speed Call is longer than the Inter digit Timer Shorten the length the pause or increase the Inter digit Timer in the Class of Service of the trunk Speed Call Personal User cannot store speed calls against index numbers User is trying store speed call number against single digit Index numbers Index numbers must be two digit numbers within your assigned range 00 to a maximum of 99 When storing personal speed calls against index numbers For numbers 0 to 9 add a leading zero For example 00 01 02 03 and so on 108 Troubleshooting Guide 110 Trunking
118. c operation is complete Corrective Action Install the required Internet Explorer registry file on your PC The registry file extends your Internet Explorer session and prevents it from timing out before the Sync is complete Refer to Mitel Knowledge Base article 07 3829 00006 on Mitel Online for instructions Specified data has not been synchronized after you complete a Start Sharing operation The Start Sharing operation does not synchronize all the shared data across the elements Only data in the Network Elements form and Cluster Element Definition form It adds the element to the sharing community member elements and begins the sharing of data at the specified scope If you want to synchronize the shared system form data across the elements you should compare the forms and then perform a Sync operation See Comparing Forms and Synchronizing Data in the System Administration Tool online help Cannot sync from the local element to a remote element The IP addresses assigned to the elements in the Network Elements form are not unique Ensure that each element in the Network Elements form is assigned a different IP address The system name or type for the network element on the local and remote nodes do not match Ensure that the same system name or type is assigned to the element in the Network Element Assignment forms of both the local and remote element Synchronizations take too
119. cal entry in the ICP PBX Networking form that matches the new IP address of the RTC or System IP address on MXe Server or If you already have an entry in the ICP PBX assignment hot desk or clustered systems change the local entry to match the new RTC IP address or System IP address 2 After you program the local entry reboot the 3300 ICP and the 5235 IP Phones will recover all the applications Page 1 of 5 60 Hardware Table 16 Specific Model Troubleshooting Phone Symptom Probable Cause Corrective Action 5702 IP User experiences audio The 5207 IP Phone has Do not program DSS or Phone or interruption on either of 14 programmable keys multiline key appearances with SpectraLink these sets the SpectraLink wireless audible ring type on 5207 IP Wireless User is in a conversation Set has 13 line select Phones or SpectraLink wireless Handset keys If you program sets If you need DSS or on either of these phones and a programmed key becomes active for example ringing or receiving calls and the user experiences a momentary interruption in audio reception Direct Station Select DSS or multiline key appearances with audible ring type into any of the programmable keys on these phones users may experience audio interruption during calls This interruption occurs because the hardware in these phones does not support two speech channels multiline key appearances ona phone
120. call conditions support the Split call from a telephone when Conference Split feature theattendantis involved in the conference amember of the conference has a party on Consultation Hold the conference is on Hold amember of the conference has a party camped on members of the conference belong to the same Key System Group youare in select features or display mode there are more than three members in the Conference Page 4 of 4 101 Troubleshooting Guide Features D to G Table 28 Troubleshooting Features D to G DSS BLF key directory number that does not already exist in the system Feature Symptom Probable Cause Corrective Action Direct Page Phone user did not receive Handsfree Answerback is Only phones with a built in a Direct Page only available on some speaker can receive one See The phones Phone Feature Availability matrix in the System Administration Tool online help for more information IP Phone user is ona call Ensure analog line of Line on the analog line of the Interface module is not in use at Line Interface Module the time of the page The paged phone has a Ensure paged phone was not on call on soft hold i e soft hold when page was initiated transferring a call The paged telephone is Ensure user was not engaged ina engaged in a handsfree handsfree call when the page was call made The user of the paged Ensure user
121. calls only or local to external calls only M For phone or trunk related issues if you don t find the solution in this chapter you should also check the troubleshooting tables in Chapter 5 System Features on page 93 Chapter 6 Trunking on page 109 M Use the IP Phone Analyzer Tool to help you troubleshoot IP phone problems M In the System Administration Tool use the following Maintenance and Diagnostic forms Hardware Compute form displays details of the Real Time Controller RTC card and Ethernet to TDM E2T card Hardware Modules form displays the Mitel Mezzanine Card MMC modules that are installed in the system IP Telephone forms displays all IP phones in the system and their status M For help with diagnosing hardware problems see Hardware on page 210 M For help with diagnosing phone hardware problems see Phones on page 191 33 Troubleshooting Guide Hardware Alarms Table 7 Hardware Alarms Troubleshooting Alarm Probable Cause Corrective Action ICP Comms E2T card has no IP address 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 Technician s Handbook for instructions If you are using an external DHCP server for the system verify that options are programmed correctly see Configuring Exter
122. ce CDP Support Port Settings Static Settings Browser Config Proxy Server Configuration Debug Stream On Off etc Memory Stats Various design memory details 5 Press Phone View or Cancel to exit the configuration menu Access Configuration Menu on Dual Mode Phones and 5235 IP Phones Use the following procedures to configuration Dual Mode IP Phones MiNet SIP phones and where specified the 5560 IPT On the 5215 IP Phone Dual Mode and 5235 IP Phone press yes 0 default and no On the 5220 IP Phone Dual Mode 5224 IP Phone 5320 IP Phone 5330 IP Phone 5340 IP Phone 5360 IP Phone and Navigator press the three softkeys to select menu items Method A To access the menu during the phone boot sequence Hold down both volume keys until NETWORK PARAMETERS appears Method A 5235 IP To access the menu during the phone boot sequence Disconnect the LAN cable from the 5235 IP Phone and then reconnect Hold down the up volume key until NETWORK PARAMETERS appears Method A 5560 IPT To access the menu during the phone boot sequence While powering up hold down the Left or Right key to go into configuration mode on that side Method B If the phone is up and running with the MiNet main load 1 Hold down both volume keys at the same time 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 dow
123. commend 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 Release 7 0 otherwise the sets will fail to boot Such failures can occur for example in a resilient cluster of mixed software releases or when sets with old firmware are added to a controller after it was upgraded to Release 7 0 For the sets to boot DHCP options 128 133 must be presentin the DHCP server After the sets have booted options 128 133 may be removed to avoid future conflicts with standardized or other vendors use of these options 2 Ifyou still can t fix the problem collect the following information and then call Mitel Technical Support Ols the problem with the local or remote subnet ODHCP server s settings OLayer 2 switch configuration and settings ORouter configuration and settings ONetwork Diagram OIP addressing scheme OWVLAN configuration and settings Q Tip Use the debug option on display IP phones to view Version Network Telephony DSP Connection Browser Config and memory Stats details see page 159 Note If a 3300 system is enabled with the MLPP feature the IP phones that register to this controller are in an enhanced security mode You will be unable to access the full phone debug menu because the IP phone is locked down from a security perspective To bring the IP phone out of lock down mode you must register the IP phone to a 3300 controller th
124. configuration menu on the 5215 Dual Mode 5220 Dual Mode or 5235 IP Phone See Access Configuration Menu on Dual Mode Phones and 5235 IP Phones on page 194 From NETWORK PARAMETERS press No until on the telephone keypad until TOOLS AND FEATURES appears Press Yes Press No until EDIT 8021X SETTINGS appears Press Yes ERASE 8021X DATA appears in the display Press Yes to erase the current username and password Press Yes The phone erases the data from its flash and then reboots 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 194 2 From NETWORK PARAMETERS press No until on the telephone keypad until TOOLS AND FEATURES appears Press Yes Press No until EDIT 8021X SETTINGS appears Press Yes ERASE 8021X DATA appears in the display o m eo Press No If currently enabled you are prompted to disable 8021 X If currently disabled you are prompted to enable 8021 X N Press Yes 8 Press Yes The phone erases the data from its flash and then reboots IP Phone Boot Seque
125. ct service representative 1809 INFO cal get Business hours have not been set This is an informational message that appears at reboot if the business hours have not been set by the system administrator 1811 INFO sg get No alternate greetings have been set This is an informational message that appears at reboot if there have not been any alternate greetings set by the System administrator 1812 INFO MASTER DAT was not open but the close will be executed A request was made to close MASTER DAT but it was not open in the first place No action required Page 3 of 16 233 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 visrr 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 tab or keypad2 tab not found Could not find keypad tab or keypad2 tab for TUI 2215 FATAL keypad tab not found Could not find keypad tab 2216 ERROR viadm enable disable Can t update parm bin While trying to enable or disable a
126. d Statistics and Reporting in the Bandwidth Management Configuration form Clustering Table 48 Troubleshooting Clustering Symptom Possible Cause Corrective Action Unable to place calls between PBX Number in the ICP PBX For each system in the cluster Systems via IP trunks in a Assignment forms of the ensure that the system s PBX clustered redirected or Systems are programmed Number matches its CEID Index resilient environment incorrectly Number as defined in the Cluster Elements form IP Networking See IP Trunking IP Networking on page 127 151 Troubleshooting Guide Multi Node Management MNM Fault Management Table 49 Troubleshooting MNM Fault Management Symptom Possible Cause Corrective Action functioning MNM Fault Management not Too many elements in MNM Administrative Group MNM applications are only supported for up to 10 elements in an Administrative group After you add the 11th element to the group the MNM applications are disabled for the entire group Reduce the number of elements to 10 or less MNM Fault Management has been disabled Enable Fault Management in the Admin Group Fault Management form MNM Backup and Restore Table 50 Troubleshooting MNM Backup and Restore Symptom Possible Cause Corrective Action MNM Backup and Restore not functioning Too many elements in MNM Administrat
127. d to a temp location and disabled The relocated file is not backed up and will remain on the hard drive until a full install is performed or until the file is deleted To restore music on hold when it is disabled due to file size 1 Retrieve the system music on hold tmp file from db temp 2 Reduce the file size Use the System Audio Files Update form in the System Administration Tool to restore the smaller music on hold audio file OR create a new audio file within the size limit Page 3 of 3 If you still can t fix the problem call Technical Support Make sure you have the following information on hand before calling CJ Java plug in version oOagaaqaada 92 Maintenance PC username Maintenance PC IP address Logs from the Maintenance Port RTC Shell Location of identitydb obj file on the Maintenance PC MXe Server Linux logs from var logs directory via MSL web interface A A ce amp Chapt System Featur P4 Troubleshooting Guide 94 System Features System Feature Troubleshooting Tips If you have programmed a system feature and the feature is not functioning as expected ensure that M 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 M you have programmed the feature correctly and reviewed the conditions
128. d identify the home directory of your FTP site in the home directories of properties default is c inetpub ftproot and ensure that the FTP server boot install sysro tar is there 2 If the files are not there run the setup exe again to ensure that all these files are copied to this home directory not the 3300 directory Fail to login FTP user 3300 cannot log 1 Check the security tab of your FTP site and ensure that your FTP site allows anonymous connection Verify if there is an FTP username defined in your FTP server s user domain If there is ensure that the username and password are correct OR delete the user from user domain in order to allow anonymous login Confirm that the FTP user name and password in Vxworks are ftp and ftp You may change them to match those defined on your server s user domain or vice versa Tip You may ftp from a computer into the FTP server and login as user defined in Vxworks to confirm ftp user can access FTP server No network connectivity between your FTP server and the 3300 controller fails to log in 5 Ensure that your FTP server and the controller are on the same subnet If not verify if the gateway IP addresses are defined and that the router is able to route between two subnets If you changed the IP address on the FTP server ensure that in FTP site properties you select the corresponding IP address on the FTP site tab Typically unassi
129. d your network verify that it has been properly clustered Using the System Administration Tool on each 3300 ICP verify that the Cluster Element Index in the Cluster Elements form has the same value as the PBX Number in the ICP PBX Networking form In the Remote Directory Numbers form look up the number of the phone or phones that are not failing over Note the CEID number for the phone s Check the CEID number s against those for the phone s in the ICP PBX Networking form The numbers must match and their values must not be higher than 256 On each phone that is not failing over use the debug function to verify that its current ICP list contains a primary and a secondary ICP On a 5140 5240 IP Appliance 1 Hold down both volume keys at the same time and dial 33284 debug to display debug options 2 Press Network and then press ICP Server IP s Another set of options are displayed 3 Check the options starting at the bottom of the list Press PBX Connection Info The appliance should display PBX Connection Status TCP Link Active which indicates that the appliance is in service and communicating with its primary ICP Press Current ICP Server to display the current ICP address that the appliance is communicating with Press Current ICP Index The appliance should display Current Server Index is 1 List Length is 2 to confirm that the appliance has a list of 2 ICPs Press IP Server Address 1 to d
130. dapter is already in use replace it with a known working adapter If this works replace the faulty adapter 4 Verify you are using a standard UTP Category 5 6 or 6e cable with 8 wires 4 pairs 5 Verify that the cable length between the Power Unit and the IP device does not exceed 100 metres 6 Verify that you are not using any crossover cables 7 Verify that the Power Unit is connected to a switch hub with a good RJ 45 patch cord connection 8 Connect the IP device directly to the Power Unit using a short cable If the device works normally the original cable or one of its connectors is faulty 9 Try to connect a known working IP device to the same port test device If the test device works and the link is established there is probably a faulty data link in the original IP device 10 Connect the IP device to a different port pair If the device works one of the original ports is probably faulty or there is a bad RJ 45 connection Page 3 of 4 67 Troubleshooting Guide Table 17 IP Phone Power Troubleshooting Symptom Probable Cause Corrective Action IP device not operating with Power Inactive LED ON IP device powered correctly but Power Active LED is OFF Discharged capacitor in IP device OR wiring problem OR missing Faulty local power adapter OR faulty port 1 Wait 5 to 10 seconds If the Power Active LED turns ON there was a
131. des but is not restricted to the previous file not being Continues and prevents closed messages from being appended to reboot the system If it still persists contact your service representative 4718 ERROR Dir Error Contact your service There is an error with the MSG file Note that there should epresentative be other error messages with more description as to what the problem is 4719 Error x erase 6d 6d returning d 4720 ERROR Incorrect File Handle for Erase Contact your service 4721 In all cases a message could not be deleted due to one epresentative 4722 of the following with respect to the corresponding MSG file bad file handle message number is out of range of the system default MSG tag is incorrect 4723 ERROR X keep handle msg no function returning ret If isolated incident no This error is displayed if something goes wrong with action required If it saving a message after it has been listened to P only the handle DOS handle to the MSG file of the mailboxin S amp M Mallboxes question listen to all messages in mailbox and then msg_no Which message do we want to keep for the delete the MSG file mailbox in question Leave a new message function 0 Keep 1 Mark Unread to test ret return value of x_keep If this does not help 1 Iseek or read into MSG file failed contact your service 2 file handle bad or bad tag in MSG file representative 4724 ERROR x stamp Corrupted Directory If isolated incident
132. details In a clustered system a Remote hot desk user attempts to login into a registration DN that is hosted on a different controller and receives FEATURE FAILED error message If a remote hot desk user tries to log into a set on a controller that has a different version of software than the controller that hosts the hot desk registration DN the feature fails To correct this problem upgrade the controllers to the same software version 230 Using Logs Voice Mail System Logs The voice mail portion of a system log has five fields DATE TIME LEVEL MSGZ 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 0 FATAL voice mail system shuts down 1 ERROR abnormal event 22WARNING may be an abnormal event 3 INFO normal monitoring 42 TRACE detailed monitoring intended for lab use only 5 DEBUG very low level intended for lab use only MSG is a unique identifier for each message PORT is the single digit voice mail port associated with the message or 0 if not port specific MESSAGE provides text indicating the event Error a A f N mber Severity Description Solution Action 1102 ERROR Read Error Reboot once If 1103 Write Error problem persists There was an error reading or writing from TRAN DAT contaci tiis
133. 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 If an adapter is already in use replace it with a known working adapter If this works replace the faulty adapter 4 Connect the IP device directly to the Power Unit using a short cable If the device works normally the original cable or one of its connectors is faulty 5 Connectthe IP device to a different port pair If the device works one of the original ports is probably faulty or there is a bad RJ 45 connection 6 Unplug the IP device and verify that the Power Inactive LED turns OFF If it does not the port is probably faulty or the RJ 45 Socket is shorted Re connect the IP device to a different port pair If the new port pair Active Power LED turns ON there is a fault in the original output port probably a faulty LED IP device does not work but Green Port Status LED ON Wrong connection OR faulty IP device Verify that the IP device is actually connected to that port Replace the device by a known working IP device test device If the test device powers up the original IP device is probably faulty Page 4 of 4 68 Hardware IP Phone Registration 1 Record the error message on the IP Phone display then go through Table 18 Q Tip To rule out DHCP problems and isolate network related issues we re
134. e Foran analog phone it could be the D type connector Amphenol cable or a fault with the ASU Verify the integrity of the Amphenol by changing it out For a DNI phone it could be the a fault with the DNI card Diagnosing Problems 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 Loginto the System Administration Tool and navigate to Maintenance Commands 2 Establish the Location of the analog set using the Locate Extension maintenance com mand If Locate Extension command does not work verify the programming in the IP Set Assignment and Multiline Set Key Assignment 3 Run the State extension command You will get one of the following responses Idle Busy Manbusy or Out of Service If the response is Idle Reset the telephone If the response is Busy e Is the telephone engaged in a call If it is wait for the call to finish and check again for dial tone Ifthe telephone is not on a call try resetting the handset If the response is Manbusy Find out why it is Manbusy e Return to Service using the RTS location ID command If the response is Out of Service e Check the phone has power does it have a display Ifthe phone does not have power then connect to an appropriate power source fthe phone does have power then verify the link integrity LEDs A green LED on the bottom of the phone indicates
135. e Phones Note IP phone troubleshooting tips also apply to the 5540 IP Console General Phone Issues Table 15 General Phone Troubleshooting Phone Symptom Probable Cause Corrective Action Any No calls are being Programming error Check the received 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 Any Dial Tone at the set but Programming in Class of Check the following user is unable to make Service or Class of Establish if the extension calls Restriction forms are being used is the one preventing calls assigned to the user Establish the type of calls the user is trying to make Checkthe programming on the system for that extension Look at the Class of Service and Class of Restriction Assignment in particular Check to see if the number dialed is using a route list or plan If it is then check the Class of Restriction of the routes in the route list or plan Note Before you change Class of Restriction to enable chargeable calls make sure that you have the authorization of the customer Tip Use the SMDR records to assist you Page 1 of 7 53 Troubleshooting Guide Table 15 General Phone Troubleshooting Phone Symptom Probable Cause Corrective Action Any Calls are being cut off Trun
136. e download the update and then install it on the system See the Technician s Handbook for software installation instructions Fixed in Previous Software Patch If the software version on your system is a few releases old the fix may have been provided in a previous software patch To check the problems that have been fixed in previous software patches 1 Log into Mitel OnLine 2 From Mitel OnLine click Technical and then click Knowledge Base 3 Select the product name for example 3300 Integrated Communications Platform 4 Set the Article Type to Release Notes RN and then click Start Search 5 Open the RNs that have been issued since the release of your system s current software and check the list of problems DPARs that have been fixed 6 If you find a fix to your problem download and install the latest software patch See the Technician s Handbook for software installation instructions Fixed in Software Update To determine if a problem has been fixed in a minor software update 1 D om PF O Log into Mitel OnLine From Mitel OnLine click Technical and then click Knowledge Base Select the product name for example 3300 Integrated Communications Platform Enter KPI and then click Start Search Open and review the Known Product Issues KPI fixed lists If you find a fix to your problem contact Technical Support to obtain the software update Introduction Accessing Product Support
137. e 2 of 2 103 Troubleshooting Guide Features H to L Table 29 Troubleshooting Features H to L On Hold calls on hold when the COS of the set has Record A Call Save Recording on Hang up enabled Feature Symptom Probable Cause Corrective Action Handset Handset receiver volume Handset Volume Enable Handset Volume Receiver setting is not retained Adjustment Saved Adjustment Saved option in the Volume between calls option is not enabled for COS of the set the set Handstree Called party cannot hear Microphone is obstructed Ensure that the microphone on Operation you clearly the front edge of the telephone is unobstructed Background noise minimize background noise such as printers fans and radios Too far away from phone sit within reach of the telephone Speaking too quietly speak at a normal volume towards the microphone Hold User unable to place DID Users unable to put DID Disable Record A Call Save Recording on Hang up option in the COS of the set Hunt Groups Calls not ringing sets in expected order Incorrect Hunt Group Mode specified Ensure that the desired Hunt Group Mode Circular or Terminal is specified in the Hunt Groups form Hunt group members are programmed in the wrong order in the Hunt Groups form Ensure that the member directory numbers are entered listedl in the Hunt Groups form in the order that you want tje call
138. e 7 0 or later SDS enabled controller is communicating with a Release 6 x SDS enabled controller only the forms that are supported by the Release 6 x SDS will be shared User and device resiliency data will not be shared to the Release 6 x controller Upgrade the controller to the higher software level In the SDS Form Sharing form some record restrictions appear as Not supported in this Release If you share the SDS Form Sharing form from a Release 7 0 controller to a controller running an earlier software release from Release 6 1 UR2 to pre Release 7 0 any new Release 7 0 fields that are not supported on the older software release are displayed as Not supported in this Release on the controller with the older software Upgrade the controller to the higher software level In the SDS Form Sharing form of a controller that has pre Release 6 1 UR2 software some record restrictions are incorrectly displayed as Account Code If you share the SDS Form Sharing form from a Release 7 0 or later controller among controllers that have pre Release 6 1 UR2 software restrictions in the Feature Access Codes form may appear incorrectly If you restrict sharing of the Call Park and Call Park Retrieve fields from the Release 7 0 System these restrictions are incorrectly displayed as Account Code on the controllers with the older software Upgrade the controller to the higher software level
139. e Peripheral Switch Matrix card active Peripheral Switch Matrix card hasa fault By default all 3300 ICPs are assigned three DTMF receivers each having 16 circuits for a total of 48 circuits TDM Clock Stratum 3 clock module in controller Replace Stratum 3 clock module has failed Temperature Temperature in the system is getting System has overheated Cool down too high System to clear alarm This alarm applies to the MXe controller MXe Server CX CXi controllers and AX controller only SFT Zones System Fail Transfer zones have Determine cause for switch to SFT mode SYSID Mismatch The System Identification module or i button is not installed or is incorrect Install or replace System Identification module or i button Note Enter the Show Status Redundant maintenance command to identified the failed component A minor Fan Power Supply or RAID alarm in the MXe or MXe Server means that only one of the components has failed A major alarm means that more than one component has failed See the Technician s Handbook for hardware replacement procedures Page 3 of 3 36 Hardware Controllers LX Controller Table 8 LX Controller Troubleshooting Symptom Probable Cause Corrective Action No audio across network E2T is unable to communicate with devices off its subnet Program a gateway IP address MXe Controller Table 9 MXe Controller Troubleshooting S
140. e extension making the call and the MSDN trunks Loopback Testing on Digital Trunks 214 You can perform a loopback test on digital trunks to rule out problems with the system hardware If two trunks can be successfully looped and calls made that contain no slips BERs or framing losses the system is operating properly The loopback test requires the use of two trunks To perform loopback testing 1 2 Assign a digital link descriptor to each hybrid see the Digital Link Descriptors form Ensure the trunks are the same type If MSDN will be used ensure one hybrid is set to A and the other is set to B Configure a valid Trunk Descriptor see the appropriate CO Trunk Circuit Descriptors form Configure a valid Trunk Service Assignment see the Trunk Attributes form and set the Absorb field to O Include the trunks in two separate Trunk Groups and routes see the Trunk Groups and the ARS Routes forms Complete ARS programming using unique leading digits and a valid number of digits to follow extension number length You should be able to make a call from each Trunk Group back into the switch to a valid extension Program the Number of Digits to Absorb field of the ARS Digit Modification Plans form to strip away the leading digits To connect loopback between trunks on a T1 E1 Module or Network Service Unit NSU you have two options e Option 1 Set one trunk in Network Termination NT Mode and the other trun
141. e is not on Enter the DBMS Save command through the Maintenance Commands form Page 2 of 7 71 Troubleshooting Guide Table 18 IP Phone Registration Troubleshooting Error Message on Display Possible Cause Corrective Action DHCP Discovery OR DHCP OFFER X REJ VLAN after releasing the first IP from the native DHCP server DHCP Option 43 or 125 on Release 7 0 or later systems or Option 30 MITEL IP PHONE for earlier Releases is not program med on the second scope of the DHCP server or on the second DHCP server OR VLAN ID is not assigned properly 1 Identify if there is one DHCP server for both VLANS or if there is one DHCP server per VLAN see Network Configruation Examples in the Typical Network Configurations chapter of the Technician s Handbook Forone DHCP server for both VLANs ensure that option 43 or 125 is properly configured Release 7 0 and later or that option 130 is programmed as String type with value of MITEL IP PHONE prior to Release 7 0 in the scope of Voice LAN For one DHCP server per VLAN ensure that option 43 or 125 Release 7 0 and later or 130 prior to Release 7 0 is defined Verify that the proper VLAN ID is assigned in option 43 or 125 Release 7 0 and later or 132 prior to Release 7 0 One DHCP server for two VLANs network configuration IP helper address on the router interface is not set
142. e local element but not licensed on the remote element you cannot modify it License the functionality associated with the form on the remote node Application Reach Through request fails User authorization profile is out of sync on the remote node Use SDS to sync the User Authorization Profiles form across the Administrative Group A network problem is preventing the local element from connecting to the remote element Contact your IT Support administrator You do not have permission to access the requested form on the remote element The Admin Policies form is not synchronized across all the elements in the Administrative Group Ensure that SDS is sharing the Admin Policies form to all elements in the Administrative Group Cannot find user on remote element User does not exist on the remote element because the user information was not distributed to the remote element by SDS Resolve any SDS pending updates or errors on the local element Refer to the System Administration Tool online help for instructions Page 1 of 2 153 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
143. e 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 128 Bo 0 2 Chapt and Embedded Applicatio P4 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 All management tools depend on being allowed to set cookies to maintain session ID state login fails if cookies are not enabled If the management tool fails to launch 1 Launch Internet Explorer 2 Select Internet Options from the Tools menu 3 Select the Security tab and enable cookies Proxy server is enabled on your PC Disable proxy server in Internet Explorer Tools Internet Options Connection LAN settings Unable to log into System Administration Tool Group Administration Tool Desktop Tools or Visual Voice Mail phone application 5550 IP Console is running on Windows 98 operating sys
144. e 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 6007 INFO Mailbox b added No action required The system administrator has added a mailbox b to the system 6008 INFO Mailbox b deleted No action required The system administrator has deleted a mailbox b from the system All associated messages and recorded greetings are deleted 6013 WARNING Rename from msg vox to msg vox failed No action required x m 5 May need to restore 6014 WARNING Rename from nam vox to nam vox failed from ando box 6015 WARNING Rename from int int vox to int int vox failed information 6016 WARNING Rename from int2 int vox to int2 int vox failed 8008 WARNING Request by CGM to seek opened file failed Contact your service 8009 WARNING Request by CGM to write to file failed representative This is a request to write data to the currently opened file on the Messenger side 8013 WARNING Bad mailbox select location indicator code The System Administration Tool or Group Administration Tool made a bad mailbox request This error should never occur 8015 ERROR CGM requesting too many bytes for packet size 8016 ERROR Request by CGM to set time of filename to time failed errno errno This is an attempt by the System Administration Tool or Group Administr
145. econdary ICP with Local Element Identifier LEID 102 and routing digits 2902 The indicates the known location of the phone locate remote 1001 Remote Directory Number 1001 Primary Element LEID 101 Routing Digits 2901 Secondary Element CEID 102 Routing Digits 2902 RDN 1001 is resilient DN located on secondary ICP with CEID 102 and routing digits 2902 Command was issued on the primary ICP with LEID 101 218 Page 1 of 2 Diagnosing Problems Table 75 Locate Remote Command Output for Resilient and Non resilient Devices continued Example Input Example Output Meaning locate remote Remote Directory Number 1001 RDN 1001 is resilient DN located on primary ICP 1001 Primary Element CEID 101 Routing Digits 2901 with CEID 101 and routing digits 2901 Secondary Element CEID 102 Routing Digits DN s secondary ICP has CEID 102 and routing 2902 digits 2902 Command was issued on an other ICP locate remote Remote Directory Number 3002 RDN 3002 is non resilient DN located on ICP with 3002 Remote DN to CEID 101 routing digits 2901 CEID 101 and routing digits 2901 Page 2 of 2 Locating Resilient Hunt Groups Use the following maintenance commands to obtain information for resilient hunt groups Locate Hunt Group pilot number Locate Feature Hunt Group pilot number Locate Remote pilot number Locate Extension pilot number Locate Feature Extension
146. ed Reprogram the Personal Contact The account code length is the not the same as the mailbox length In the Class of Service Options form set the account code length to the same value as the mailbox length Page 2 of 7 139 Troubleshooting Guide Table 43 Embedded Voice Mail Symptom Probable Cause Corrective Action An IP Integrated voicemail Auto Attendant for example Nupoint IP 6500 S E 6510 UM fails to transfer a call to an extension The name in the Telephone Directory starts with tilde character The application will dial the extension but the transfer can not be completed if the name starts with a tilde character Delete the tilde character from the name in the Telephone Directory form When an external trunk is speed dialed to the embedded Auto Attendant the incoming caller receives the wrong greeting of Please Enter a Mail Box number The Auto Attendant greeting should be heard instead Users suddenly cannot access Visual Voice Mail Improper options are enabled in the Auto Attendant s Class of Service Range programming in progress Set the following COS options to either both Yes or both No e Display ANI DNIS ISDN Calling Called Number Display ANI ISDN Calling Number Only While an administrator is using range programming in the System Administration Tool to modify the System database users will be unable to acc
147. ed between the user s primary and secondary ICP A failover occurred between the time the user logged in from one device and then another For example an external hot desk user logs in from their cell phone there s a failover and before a failback can occur they log into from their office desk phone Perform a sync operation from the local element to the remote peer There are many shared data updates occurring on the department location forms Performing a Form Comparison results in conflicts for department location A change to the department field is not distribute throughout the network or cluster In a heavily congested clustered hospitality deployment if there are a many hospitality operations being performed at the same time either via PMS or GSA or a combination of both then there is the possibility that department location operations may result in shared data updates Perform an SDS synchronization of the department location forms This will update all users that reference the department location fields with the new department location strings Page 5 of 5 169 Troubleshooting Guide Sync Operations Table 59 Troubleshooting Sync Operations Symptom The Sync operation has not displayed any signs of progress for more than one hour that is the operation appears to be hung Possible Cause Your Internet Explorer session is from timing out before the syn
148. een NSU and controller Fix the fiber connection and ensure that the LEDs of both FIMs are solid green Programming error Check the programming in the following forms MSDN DPNSS DASS2 Trunk Circuit Descriptor Assignment Miscellaneous Assignment for NSU BRI only Link Descriptor Assignment NSU fails to come up after upgrade or new installation Both the red and amber LEDs or just the amber LED are alternating between LO L1 Automatic NSU upgrade is in progress Wait 15 20 minutes for the NSU upgrade to complete CAUTION Do not power down when the amber LED is alternat ing between L0 L1 Powering down the NSU may corrupt the NSU software The LEDs are flashing green and amber for more than 30 minutes during an NSU upgrade NSU fails to come up after upgrade or new installation NSU continues to reset ona regular interval and or the LEDs on LO and L1 continue in alternating flash cycle longer than 30 minutes Corrupted NSU software NSU flash is corrupted Refer to Technical Bulletin 58004932 for information on flashing the NSU Refer to Mitel Knowledge Base article 04 1000 00026 2 for instructions NSU fails to load after upgrade or install with Unexpected database error Database version is unsupported incompatible Refer to Mitel Knowledge Base article 04 5115 00002 for instructions NSU or PRI card fail to load after upgrade or database restore
149. eld fake answer supervision after outpulsing to Yes Calls are connecting and the far end can hear us but we cannot hear them System is not receiving answer supervision immediately from the Central Office In the CO Trunk Circuit Descriptors form change the Supervision parameters in the value field audio inhibit until answer supervision after outpulsing to No Page 1 of 7 115 Troubleshooting Guide Table 34 Digital Trunk Troubleshooting Symptom Probable Cause Corrective Action Trunks are programmed but are appearing as Unassigned with the STAT location ID command Card has not had the information downloaded to update the status of the trunks Download the information to the NSU at an appropriate time 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 T1 E amp M trunk call cannot be transferred or put on hold Release Link Trunk RLT setting in the Trunk Attributes form is set to YES This setting is only intended for T1 integration to centralized attendant If the RLT field is set to YES for normal operation it will cause
150. em Option Superset Callback Message Cancel Timer expires MWI is disabled This timer is expiring before the message is noticed In a network of PBX platforms where stations are programmed to have voice mailboxes off of a Message Server or Speech Server application which is centrally located at a main site the System Option Superset Callback Message Cancel Timer must be programmed to blank on all remote site PBX platforms Otherwise the MWI will be disabled once this timer expires Page 1 of 2 105 Troubleshooting Guide Table 30 Troubleshooting Features M to O Feature Symptom Probable Cause Corrective Action Music 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 File too large See System Audio Files Update in the System Administration Tool online help for the maximum size of the audio files Distortion WAV file conversion introduced distortion When extracting a file from a CD for a example from your corporate Music on Hold CD using a CD ripper application choose a sampling rate as close as possible to 8 kHz This should help prevent audio distortion introduced when converting a WAV file from a high sampling rate to a low sampling rate Music on Hold MOH via ASU becomes garbled or develops static after approximately 2 to 3 weeks in service Hardwa
151. er console after a Sun Server reboot HK KKK KKK KKK KKK KKK IK EKER KKK ke k k k ke KER kk k k k k See File var dt Xerrors for details KKK KK KKK KKK KKK KKK IK ERIK KKK kke k k k k A ERK k k k kk bash 3 00 bash 3 00 KKK KKK KKK KKK KIRK K IK KKK He e de He de de He de RRA ERK ARERR The X server can not be started on display 0 See File var dt Xerrors for details KKK KKK KK KKK KKK KKK IKE KKK ke e Kk k k R k kk k k k k k k Error in XF86Config file Refer to Mitel Knowledge Base article 09 5160 00009 147 Troubleshooting Guide 148 Bod amp Chapt Voice Networki P4 Troubleshooting Guide 150 Voice Networking Voice Networking Troubleshooting Tips M Refer to the Voice Networking book in the System Adminstration Tool online help for information on Voice Networking M 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 Bandwidth Management Table 47 Troubleshooting Bandwidth Management Symptom Possible Cause Corrective Action Bandwidth Statistics show ARS Routes not programmed Ensure that ARS Routes form is duplicate CAC rejections correctly programmed correctly Bandwidth Statistics are not Bandwidth Statistics and Enable Bandwidth Management being generated at the ZAPs Reporting is not enable
152. ess Visual Voice Mail Perform range programming outside of regular business hours Voice mail has choppy audio and words are missing from the greetings and messages Management Access Point MAP connected directly to a 3300 ICP 10 100 Base T ethernet port Do not connect the Management Access Point MAP or any other devices directly to the 3300 ICP 10 100 Base T ethernet ports The Management Access Point uses 10 Mbps half duplex which causes a high collision rate on the Ethernet port resulting in poor audio quality Only connect other Layer 2 switches to the 3300 ICP Ethernet ports Unable to add or edit mailboxes Attempts result in an error message A Voice Mail Server Name for a local mailbox must match System Name Voice mail server host name doesn t match 3300 ICP system name The host name of the voice mail server in the VM Network Servers form must match the entry in the Name field in the Network Elements form To correct the problem change the Name field in the Network Elements form to match the voice mail server name Embedded Voice Mail cannot transfer or page externally fails or rings only once Supervised Transfer is enabled and the Transfer Ringback Timeout is too short In the VM Options form disable the Enable Supervised Transfer or increase the Transfer Ringback Timeout The default is 4 seconds and that is not long enough to accommodate external transfers
153. estore 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 If the leading digit of the hunt group number is lower than its RAD group number the system will be unable to back up or restore the RAD group data In the Hunt Groups form program the leading digits of the hunt group pilot number to be greater than its RAD group numbers You perform a database restore and ACD 2000 agent skill groups are missing from the database after the restore If the Extended Agent Group option is enabled and you have more than 128 agent skill groups programmed when you perform a database backup only the first 128 groups are saved Only the first 128 agent groups were saved to the database backup Manually reprogram the missing agent groups You are attempting to restore a pre Release 6 0 database and receive the following error log Embedded System Music On Hold Audio source file size exceeds allocated space It has been disabled and placed in a temporary location db temp system music on hold tmp If you restore a pre Release 6 0 database with an embedded music on hold file larger than 8 MB for the MX LX or 16 MB for the LX 512 MB the file is move
154. et hubs rather than L2 switches the network devices communicate over a shared medium in this instance the shared medium is the ethernet hub itself Some basic differences between shared LANs and switched or non shared LANs are e In a shared LAN all network devices must use half duplex communication e In a switched LAN network devices can use half duplex or full duplex communication In a shared LAN only one network device can transmit at any given time otherwise a collision will occur In a switched LAN in which the network devices are configured for full duplex operation multiple devices can transmit simultaneously as a result a device can transmit and receive simultaneously e nashared LAN collisions are a normal occurrence Collisions will cause alignment errors FCS errors and runt packets to occur on the network naswitched LAN in which all network devices are configured for full duplex operation collisions should be minimal or non existent On a network that has zero collisions it is still possible to have alignment errors FCS errors and runt packets due to other issues Asaresult of the behavioral differences between shared LANs and switched LANs the traffic counters will behave differently and error counts will have different connotations depending on whether the ICP is deployed in a shared LAN or a switched LAN 181 Troubleshooting Guide Collisions Shared LANs A collision occurs on a shared L
155. etup Initial Setup Troubleshooting Tips eee iadts esitan daaa muada aa RII 25 AX MXe CX or GXI Gontroller a ce cO du ate RE n Bo Rad od Ed a 25 MXe Server Setup ae sudo bee dog poe bor ep ERU Ode Ub eR E S wae eels gary s 27 LICENSING EET 28 Chapter 3 Hardware Table of Contents Hardware Troubleshooting Tips sicut Santini 39 8 ace ees adenine Par RE RE RARER 33 Hardware Alarms a etr ee erp ce e thee rw aos ss x aei o ahs rw a as 34 Cont olletS zat ntium a aces eere ID Rated Eee ee IE as rcv te Asa ah ree Adal eu ot tpe E die 37 EX Controler s aneen Mieten tatibus meds tete ut bementalu perdete eite EE 37 MXe Controller 0 RR RR RR Rn 37 CX CXi Controller llle RR RR rss 39 MXS Server toes iecur E EE cal tne vie NU cte E e aM rfe 41 Service Ims e Ecc nene eU et as tate eres EI e eat eiu ane eee seg ee 44 GaleWayS s exaudi Rd ge ad x rape x RR RUN dox Au eq dd e EXER 47 Peripheral Gabinets 2ccaco vacecawa daca ERR HERAUS RUOR TU Eco dee adi ad a Rn Ee a ed n 47 EmbeddedMocdules 3 utar bes urna sta nerve Eu Rex ea ee E Gee wa e a 50 PRONES ves erecta esc dices leon nts TO TET 53 General Phone lssues 0 0 000 ccc ee eee ee ees 53 Issues with Specific Models 0000 eee teens 60 IP Phone Power 5 06 cc eee RR ee eee eee eee eee ee ee nos 65 IP Phone Registration 0 0 ccc eee eee 69 Phone Connection 0 00000 ee ee eee eee 77 Phone Audio Quality ios eek e enit EAR
156. ewall Service all together Another option is to select the 3300 as the FTP server you can configure this option in the newer versions of the SI tool However if you have to do manual software install then you have no option but to manually stop the Windows Firewall Service in the Installer PC which will require local administrator rights to the PC Desktop User Tool With Windows XP Service Pack 2 a user profile with Desktop Administration access is unable to log in The user experiences the following symptoms When the user enters the Login ID and Password and clicks OK nothing happens and e user is returned to the login page Pop up blocker feature Disable the pop up blocker feature in the browser Internet Options To disable pop up blocker 1 Open Internet Explorer 2 Click Tools Internet Options 3 Onthe Privacy tab clear the Block pop ups check box Refer to Mitel Knowledge Base article 05 5157 00001 Audio File Download for Music on Hold and Greetings Audio File cannot be located Corrupted file Verify that the audio file is not corrupted Audio File is rejected Incorrect audio file specifications Verify that the audio file meets the required specifications see System Audio File Update form in the System Administration Tool System Greeting is in the wrong language Incorrect language file downloaded Download a file in the correct language using t
157. ewing Settings and Network Parameters on IP Phones 0000 cee cena 193 vi Table of Contents Access Configuration Menu on Single Mode IP Phones 0 20000eeaeee 194 Access Configuration Menu on Dual Mode Phones and 5235 IP Phones 194 Viewing Modifying Network Parameters 0000 aaaea 195 Configuring Hardware Components 00 0c cece eee eee tees 196 Setting the Phone MOIS uua acd meatia siia aan olg ode eh eee AEs on oa Rao dole 197 Using Tools and Features 0 tenets 197 IEEE 802 1X Authentication for IP Phones 0 0c eee ee eee ee 199 Configuring an Authentication Username and Password 0 20 e0ee eee 199 Erasing an Authentication Username and Password 20200 eee eeeee 200 Enabling or Disabling 802 1X Authentication 00 eee 201 IP Phone Boot Sequence 0 cece tenes 201 Checking the IP Phone Resiliency Progress Display 0 000 cece eae eens 205 Diagnosing SIP Device Issues 0 000 cece eee 205 Hnc T P de tartans TANEET ARERI EEEIEE A eiataraiee eae atta aoe RTS 208 Diagnosing Digital Trunk Issues 2 0 ee teas 208 HAON xu cc eere con oe UA E Eater dista quoq Pepe Ad a bes Al ich Gy ceed ean 210 Using LEDs to Diagnose Faults 0 0 ce Rh 210 R2 Card Debugging 2 0c hs 210 Reading E2T Card Statistics liliis ees 211 Diagnosing DSP Module Related Issues li
158. feature the file PARM BIN could not be opened or written to Try retrieving PARM BIN If it is there reboot the system and try a fresh install If the file is not there send a fresh version over then try a fresh install If this still does not work contact Service representative 2217 INFO viadm enable disable Updated parm bin No action required 2218 ERROR vtadm set dialplan Can t copy master bak Contact service representative 2219 ERROR vtadm set dialplan Can t restore parm bin While trying to set the dialplan during installation the file PARM BIN could not be opened and or written to Try retrieving PARM BIN If it is there reboot the system and try a fresh install If the file is not there send a fresh version over then try a fresh install If this still does not work contact Service representative Page 4 of 16 234 Using Logs ical Severity Description Solution Action 2219 ERROR viadm number mailboxesz errflag errno errno Contact service representative 2219 WARNING wakeup notify PBX no dextens for mbox boxno No extension has been configured for mailbox boxno 2229 WARNING Write Error Rec_no nn Log the message in Write to MASTER DAT failed diag dat and continue 2230 ERROR Cant update parm bin Contact service representative 2403 INFO VT RECDONE N No action required Indicates that a recording has terminated
159. for user PORT ACCESS CONTROL and password unless the data is stored in NVRAM PRESS TO CONTINUE PASSWORD to end 3 If Port Access Control fails Port Access Failure REBOOTING Waiting for 802 1x authentication 4 f the data exchange succeeds or if the L2 switch does not support 802 1x Port Access Control Waiting for LLDP Table 69 IP Phone Error Handling Displays Message Description Phone Display Note Check the IP Parameters TFTP address netmask gateway address to make sure that they are valid before calling Mitel If TFTP fails usually due to incorrect TFTP Server or Gateway IP address review IP parameters and correct errors RTCS creat err number BOOTING Xx XX XX XX If add err number BOOTING Xxx Xx XX x RTCS Bind err number BOOTING Xxx Xx XX x The TFTP server sent an I am busy error so the phone will delay and retry XX XX XX XX Waiting for TFTP Page 1 of 2Page 1 of 2 203 Troubleshooting Guide Table 69 IP Phone Error Handling Displays continued Message Description Phone Display If the phone received a bad packet from the TFTP server audit the TFTP server configuration and the network path XX XX XX XX TFTP Err number This error indicates that you must review the IP parameters on the DHCP server or manually entered for the phone XX XX XX XX TFTPerr Packet send I
160. g device in the power outlet Verify that the power outlet protection circuit has not tripped Verify that the voltage of the power outlet is within specifications Verify that the Power Unit power cord works correctly including good and solid ground connection Faulty power connections Verify the following Ensure power is applied to the power unit Ensure you are not using crossover Ethernet cables Ensure that the input Ethernet cable is connected to the Data In port of the power unit Ensure that the output Ethernet cable is connected to the Data and Power Out port of the power unit Ensure that the input and output cables of a port pair are used for the same IP Phone Page 1 of 4 65 Troubleshooting Guide Table 17 IP Phone Power Troubleshooting Symptom Probable Cause Corrective Action IP device does not work and both Port Status LEDs are OFF Power unit is not detecting IP device Wiring problem OR faulty IP device OR faulty Power Unit 1 Verify you are using a standard UTP Category 5 6 or 6e cable with 8 wires 4 pairs 2 Verify that you are not using a crossover cable 3 Verify that the connections for the port pair both correspond to the same IP device and that the port connections are not reversed 4 Verify that the cables connected to the Data In and Data Out ports correspond to the same IP device 5 Connect
161. g on Windows 98 operating system on the PC Close the 5550 IP Console application and then open Internet Explorer The 5550 IP Console must be run as a standalone application on Windows 98 that is with no other application open while it is running Explorer 5550 IP Console Required TCP ports Keypad to Console PC TCP Port 6900 PC Port 10000 Keypad not blocked or conflicting with Console PC to 3300 ICP Ports 6800 7011 and 1606 operating other applications properly Page 1 of 2 82 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 itis not configured on the secondary controller You must configure the 5550 IP Console on the secondary controller For clusters that do not support Remote Directory Number Synchronization you must manually configure the IP Console on the secondary controller Refer to the Resiliency Guidelines for instructions For clusters that support Remote Directory Number Synchronization configure the IP Console with the secondary controller in the IP Consoles form
162. g option 125 n Using option 43 n 6 The DHCP server on the default VLAN responds with an Offer If Option 43 or 125 or option 130 prior to Release 7 0 is not properly set on the server the set awaits further Offers n is offer number DHCP Offer n Rej Booting 04 02 01 06 DHCP Offer n Acc Booting 04 02 01 06 7 The set replies with a Request and the server replies with an Acknowledgement DHCP Ack Booting 04 02 01 06 8 If the data in the Ack does not contain a VLAN ID anda packet Priority value the set retains DHCP data jumps to Step 11 9 If the data included in the Ack does include a VLAN ID and packet Priority value the set discards DHCP data and sends an untagged Release DHCP Releasing Booting 04 02 01 06 Vlan x Priority x Booting 04 02 01 06 10 The set goes through the Discovery Offer Request Ack sequence again The packets sent are tagged to include VLAN and Priority values supplied by the first DHCP server 11 The TFTP server downloads the boot image and displays the set IP address If there is no boot image the set jumps to Step 13 Refer to Table 70 for a description of possible error messages XX XX XX XX Downloading 12 The boot file is copied to flash if it is a different version than the one in flash 13 If the boot load is the same as in flash it is not copied Upgrading Flash DO NOT POWER DOWN XX XX XX XX Upgrade not required 14 The set downloads a
163. ge 1 of 2 Diagnosing Problems Table 70 Download and Software Error Displays continued Message Description Phone Display Encapsulation is incorrect 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 The set will display a progress bar if a resilient IP phone re homes as a result of a Hot Desk login Three rectangles indicate the progress of the activity Left block flashing waiting for TCP link connection with ICP Left block solid and middle block flashing waiting for registration message acknowledge ment from ICP e Left and middle blocks solid right block flashing waiting for MINET communications with the ICP that will take over the display at this point When the three rectangles are solid the activity is complete If the IP Phone does not complete the activity after several minutes check the progress status by pressing the key on the dial pad Table 71 IP Phone Resiliency Progress Display Re home Sequence Resilient Phone Display Resilient waiting for link UI idle ui line1 gt first block flashing idle ui line2 gt ad Resilient waiting for ACK UI idle ui line1 gt second block flashing
164. ges Too much silence before or after a greeting or mailbox name Hesitating before starting to record Waiting too long before ending recording When recording greetings and names start speaking immediately after the tone and press any key as Soon as you are finished When outside callers reach the auto attendant and press 0 either no phones ring or the incorrect phone rings Mailbox 0 is not associated with operator s extension Check that mailbox 0 is correctly associated with the operator s extension Page 1 of 7 138 Tools and Embedded Applications Table 43 Embedded Voice Mail Symptom Probable Cause Corrective Action When outside callers reach the auto attendant press 0 the operator s telephone rings and never forwards to voice mail 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 Ensure that all 20 voice mail ports in the VM Ports form are programmed The greeting is played twice The bilingual option is enabled in the VM Prompt Languages form and the second language is set to the same greeting as the first language
165. gned Verify that the Host IP address in Vxworks is pointing to your FTP server and bootdevice is set to motfcc Tips To avoid troubleshooting router related issue you should connect your FTP server directly to the controller FTP server and controller on the same subnet The Windows firewall and VPN firewall applications are enabled on the FTP server Disable the Windows firewall application and the VPN firewall 88 Software Table 24 Upgrade Errors Symptom Possible Cause Corrective Action 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 Proper voice mail partitions not set up on the new flash card Install the 4 GB voice mail flash card in the Flash 1 position Reinstall the system software to set up the proper voice mail partitions on the card Note During the upgrade the Flash voice mailbox messages are lost The AX Controller does not back up the voice mailbox messages prior to the upgrade However mailboxes greetings names and prompts are backed up 89 Troubleshooting Guide Backups and Restores Table 25 Backup and Restore Troubleshooting Symptom Possible Cause Corrective Action Backup restore failure only fail to FTP files between P
166. h uses screen scrapes are seeing the numbers in the name portion of the caller as choice or extension number instead of a trunk call As a result the DID caller does not hear the auto attendant greeting and may hear other voice mail option or please enter your mailbox number prompt In the voice mail port s class of service set the following display ani isdn calling number only YES display ani dnis isdn calling called number YES Page 3 of 7 117 Troubleshooting Guide Table 34 Digital Trunk Troubleshooting Symptom Probable Cause Corrective Action The 3300 ICP is interoperating with a Tenovis PBX via a Q Sig trunk A station on the Tenovis PBX is unable to display the CLID of an incoming call The 3300 ICP is the transit PBX and is running a software version that is earlier than Release 7 0 UR2 Both Mitel and Tenovis follow the Q Sig specification but they use different options This is an interoperability issue between the two systems Upgrade to Release 7 0 UR2 or later In addition the following programming is required For an embedded NSU with Release 7 0 UR2 or later software 1 Access the System Administration Tool on the 3300 ICP 2 Select the ISDN Protocol form 3 Enter ctcomplete in the comment field of the ISDN Protocol form for the corresponding Q Sig link For a NSU with Release 7 0 UR2 or later software 1 Access the IMAT tool 2 Select
167. handle gt h ret errno err cid cid Error opening the file p cid represents the function that called utxopen Contact service representative to determine if this call was for a critical file 236 Page 6 of 16 Using Logs Error e A Number Severity Description Solution Action 4002 ERROR utxclose hd hd handle handle ret Contact service Error closing file originally pointed to by hd representative 4005 ERROR File Handle Error 4312 WARNING vixd40 Incorrect File Handle for Record In order to get back up The file handle passed into Record Msg Enter is and running so that invalid That is it is less than 5 or greater than 59 Mee d be left reboot the system This isi likely means that too many files were left in the Then contact your DESI Service representative so that logs can be retrieved 4313 WARNING vixd40 Invalid event during record d40event event Note the event and While a message was being recorded a Dialogic event Contact your service was returned that was unexpected For details on the representative event look up the event code in the Dialogic reference guide 4316 INFO vixd40 Voice Mail is gracefully shutting down No action required This message occurs when Contact is rebooted remotely via the System Administration Tool or the Group Administration Tool 4319 ERROR vixd40 Dos Error Encountered DOS code c cstate s Contact se
168. hat the correct number of digits are being sent or received Page 1 of 2 Diagnosing Problems Symptom Commands Description Call problems dropped calls calls getting rejected set displays not correct and so forth edt trace tsp 1213 lt plid gt OR edt trace tsp cc lt plid gt OR edt trace vdsu cp lt plid gt edt trace vdsu vb lt plid gt For most ISDN QSIG problems the 1213 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 If the problem is not protocol related turn on the cp vb tracing Note The output from these commands may need to be interpreted by Mitel Software Design Call problems are generating message output that you need to capture in a file for interpretation edt enable logtofile turns on message tracing edt disable logtofile turns off message tracing This command puts all of the traces turned on by edt trace into the db LDS_Trace rtf file DigTrkTrace prior to Ris 6 1 If you need to enable tracing on a busy Switch you should send the output to the trace file because the output to the response window is slow and can impact the performance of the 3300 ICP This log file must be interpreted by Mitel designers It is not meant to be interpreted by customers or field technicians
169. he IP Phone Refer to Voice Networking gt Configure Network in the System Administration Tool Online Help for procedures on the following tasks 1 Ensure that the optional software required for clustering is enabled at each element 2 Ensure that each resilient IP device is connected to a controller that has Release 4 0 or later 3 Ensure that each element in the cluster is assigned a unique CEID in its Cluster Elements form 4 Ensure that ARS is programmed correctly to route calls to all the other elements in the cluster 5 In the Cluster Elements form ensure that you have programmed the Feature DN fields 6 In the ICP PBX Networking form of each element ensure that the PBX Number matches the CEID index number that is programmed in the Cluster Elements form 7 Check that the correct secondary CEID index appears in the Remote Directory Numbers form for each resilient IP phone Page 1 of 6 155 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 gt Configure Network in the System Administration Tool Online Help If you have clustere
170. he Locate Extension command see Locate Extension on page 216 Table 74 Locate Feature Command p 218 provides an example of the output provided for the Locate Feature command Also see Table 73 Table 74 Locate Feature Command Example Input Example Output Meaning locate feature extension 1001 IP Device ID 3 Circuit Location 1 3 1 33 Extension 1001 Active Features Make Busy MAC Address 08 00 0F 00 AE B2 Primary Element CEID Routing Digits 2901 Secondary Element LEID Routing Digits 2902 Resilient device with active Make Busy feature is located on secondary ICP Command was issued on secondary ICP The indicates the known location of the phone Local Element Identifier LEID identifies the ICP that you issued the command from Locate Remote You issue the Locate Remote command to determine whether a device is Remote and resilient Remote and non resilient Remote and Local both The following table provides possible outputs for the Locate Remote command Table 75 Locate Remote Command Output for Resilient and Non resilient Devices Example Input Example Output Meaning locate remote 3001 Remote Directory Number 3001 Primary Element CEID 101 Routing Digits 2901 Secondary Element LEID 102 Routing Digits 2902 RDN 3001 is resilient DN located on primary ICP with CEID 101 and routing digits 2901 Command was issued on the s
171. he 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 Make sure you have the following information on hand before calling The controllers VxWorks parameters bootdevice host file inet on ethernet host IP address The error message s in the RTC shell Unable to communicate with the Application Management Center AMC e Inability to communicate with the AMC because unable to find the AMC server s via a DNS lookup Inability to communicate with the AMC because of network system configuration Inability to communicate with the AMC using specific protocols or ports due to router or firewall configuration Refer to Mitel Knowledge Base Article 06 3849 01067 Cannot move licenses after manual upgrade There is a specific procedure that you must follow to move licenses after a manual upgrade Refer to Mitel Knowledge Base Article 06 9999 00013 Cannot move licenses from Purchased to Locally Allocated columns in License and Options Selection form Encounter Hardware Identifier has not been correctly Installed License and Options can t be assigned or similar error Using unsupported browser Internet Explorer 9 0 Delete browser history to clear cache Ensure Preserve Favorites Website Data option is NOT checked Refer to Mitel Knowledge Base Article 11 5191 00253 fo
172. he System Audio File Update form or Enterprise Manager System error log is generated Downloading file when System is unavailable Verify that you are not downloading a file during a backup restore or upgrade or while someone is recording the same greeting from a telephone Page 6 of 7 135 Troubleshooting Guide 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 System Name is unknown If the System Name is programmed properly it appears in the left corner of the System Administration Tool window Enter the System Name properly in the Network Elements form ISDN Maintenance amp Administration Tool IMAT Receive a missing DLL file error while loading IMAT software on PC running Windows 98 Missing required dll Obtain and install required dll Refer to Mitel Knowledge Base article 05 3849 01044 The required dll is attached to this article When you use IMAT to retrieve the database from the Universal NSU the database files do not appear to have been downloaded NSU is running as ISDN node Refer to Mitel Knowledge Base article 06 5104 00038 Page 7 of 7 Automatic Call Distribution Table 40 ACD Troubleshooting Symptom Probable Cause Corrective Action
173. he message is irretrievable ALL Visual Voice Mail users get the following response when they try to access a message NO AUDIO CONNECTION Mitai MitaiServerAddressForL ocalApps field in the Controller Registry Configuration Form is programmed with an external IP address Ensure that the Mitai MitaiServerAddressForLocalAp ps field in the Controller Registry form is not programmed with an external IP address The default for this IP address is 0 0 0 0 Reset the IP address for this field to 0 0 0 0 and then reboot the system to effect the change Telephone only rings once OR Call transfer fails Supervised transfer timed out In the ESM VM Options form disable the Supervised Transfer option OR increase the Transfer Ringback Timeout the default is 4 seconds Minor Alarm is raised Not enough DSP Resources available Add DSP resources See Increasing DSP Resources in the Installation Planner chapter of the Technician s Handbook Sent time is wrong on emails forwarded from voice mail Time Zone not set correctly in Voice Mail programming In the ESM VM Network Servers form program the Time Zone field Page 5 of 7 142 Tools and Embedded Applications Table 43 Embedded Voice Mail Symptom Probable Cause Corrective Action Voice mail audio is choppy and words are missing from greetings and messages The 7100 Management Access
174. hen collection was started may be misleading We recommend that you clear the statistics first using e2tclear to set a reference mark and then monitor it at regular intervals 12 Check the output When reading the output of e2tshow a large quantity of errors in the following categories indicates a network issue RTP Seq total missing pkts RTP Seq Packets out of order RTP Seq Pkts duplicate SEQ Jitter Underflow Jitter Overflow The following figure shows a sample result of the e2tshow command 211 Troubleshooting Guide 212 gt e2tShow T 2 2 4 L E2T Stats THU SEP 02 12 32 22 2004 To print the channel tables type Stream PrintTables TDM codec is U LAW CODEC North America Total IP Pkts Rx all protocols 88129 E2T Channels currently active 0 high 2 DSP Transcoders currently active 0 high 0 Local Transcoders currently active D high 0 Pass UDP port not in voice range 12293 Info Ch with multiple src addresses 0 Pass ICMP ECHOREQUEST 0 Pass ICMP_REDIRECT 2 Pass ICMP_UNREACH 0 Drop ICMP_UNREACH_PORT UDP 0 Pass ICMP_ECHOREPLY 0 Pass ICMP_SRC_QUENCH 0 Pass icmp_other 0 Drop Invalid DTMF digit 0 Drop Rx UDP audio on Closed Ch 0 Drop wrong g711 codec Drop codec not q729 0 Drop codec g729 bad length Drop codec g711 bad length RTP Seq pkts with Seq skip 7 RTP Seq total missing pkts 7 RTP Seq Packets out of order RTP Seq Pkts duplicate SEQ Host dst
175. id Seek Error fh fh ptr offset origin origin An error occurred while performing a seek on a file Where seekid indicates who called this function Contact your service representative 5309 ERROR vix vtxutil c x delete tmsg read error mbox mailbox This function will delete the message file that is referenced in a transaction recordof the mailboxs MSG file Could not read the correct number of bytes from the mailboxs MSG file Contact your service representative Page 13 of 16 243 Troubleshooting Guide Error Number Severity Description Solution Action 5310 ERROR 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 amis the maximum number of messages that the mailbox in question can contain Note that these two messages always come out together The user must delete some messages before new ones can be left 5311 ERROR mark erased descriptor error error file box num An error occurred while trying to mark a descriptor file A descriptor file is one that contains all the mailbox numbers that are to receive a group message To determine the descriptor file the mailboxs MSG file must be examined The reason the func
176. ide shelf Replace cable or straighten pins on backplane Faulty programming Check programming Refer to the System Administration Tool online help Faulty Interface Assembly Replace Interface Assembly Defective card Replace card Unable to establish a connection between the IMAT PC and the PRI or R2 card Faulty Dial Up Networking connection settings Check the Dial Up Networking connection settings Unable to fully insert a Triple FIM card Part Number 50001856 into the control slot of Microlight cabinet or connect the Triple FIM to the backplane The plastic tabs stopper were improperly installed on the cards by the manufacturer preventing proper installation Refer to Mitel Knowledge Base Article 08 5191 00105 for a solution Page 3 of 3 49 Troubleshooting Guide Embedded Modules Table 14 Embedded Module Troubleshooting LEDs on the embedded PRI Framer module are off The trunks for the module are unassigned descriptor is not programmed correctly Hardware Symptom Probable Cause Corrective Action Embedded Embedded PRI Module Module has failed to Check the programming for the PRI Module fails to initialize The initialize because the link link descriptor that is assigned to the embedded PRI Framer module For T1 only B8ZS Zero Code Suppression Yes Operation Mode DSX 1 or CSU CSU Tx Line Build O
177. idle ui line2 gt B a4 Resilient waiting for COMMS UI idle ui line1 gt third block flashing idle ui line2 gt EH Phone connected to secondary ICP idle ui line1 gt solid block idle ui line2 gt Diagnosing SIP Device Issues Use the following procedure to diagnose issues with SIP line side devices that are connected to the 3300 ICP system 205 Troubleshooting Guide 206 1 oo RON Identify the symptoms No dial tone at SIP device Choppy or one way audio From an internal display phone what does an internal caller see on display and hear when calling the SIP endpoint Can you ping the end point unit and the default gateway proxies from the controller subnet What are the SIP end points devices What is the software revision of the devices What model of 3300 ICP controller What is the 3300 ICP software revision Gather the following Information Logs all information is required to properly diagnose issue System Diagnostic Logs WireShark trace from both endpoint and RTC of reported issue Enable SIP trace on 3300 ICP to show reported issue Screen captures of the end point configuration information List of relative IP addresses such as 3300 ICP end points outbound proxies and so forth Gather trace information with the TRACE maintenance commands To enable tracing enter SIP All TRACE ON To set the trace level enter SIP lt COMP_ID gt SET LEVEL
178. inistration Tool online help Forms are set as shared but you have not started sharing with the element s yet at the corresponding scope Record exception rules are not entered correctly Use the Start Sharing button in the SDS Form Sharing form to initiate sharing Check to ensure that you have entered exception rules correctly See Specifying the Shared Data in the System Administration Tool online help Unexpected application errors are being generated on the local element The system dimensions are not set the same across the elements For example one system supports 96 Classes of Service the other element supports only 64 COS The mismatch results in application errors Delete the errors and exclude the additional records from being shared See Specifying the Shared Data in the System Administration Tool online help Page 2 of 5 166 Voice Networking Table 58 Troubleshooting Sharing Operations Symptom Possible Cause Corrective Action 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 You restored an old database that had SDS disabled You disabled SDS while the element was disconnected fro
179. ion frame connections Fix external trunk equipment and check main distribution frame connections Faulty main distribution frame and system connections Check main distribution frame and system connections Faulty programming Check programming See the System Administration Tool online help for details Page 2 of 3 48 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 Triple FIM circuit 1 provides the clock source for all Triple FIM circuits Without circuit 1 there is no clock source for other FIM circuits 2 and 3 resulting in the internal DSU not working Also ensure that the Control Resource Card CRC has not been removed from the MicroLight cabinet Faulty PRI or BRI Card Check external equipment and connections Fix connections or replace cabling The connections between the interface assembly and the interface card Fix connections Faulty backplane cable connections or bent pins on backplane and ins
180. ion successtully initialized This message comes out every time the system is booted It indicates that we have gotten past most initialization routines No action required 4901 WARNING Heap Problem code re Call to heapchk failed with a return code of rc 4906 FATAL vixmain System memory heap problem 4907 FATAL vixmain vtxinit failure 4908 FATAL Application Program Failed Contact your service representative 4913 INFO MEM main ms mo psp psp MEM end_alloc ea malloc as ao This is an informational message for Contact Systems engineers that gives memory allocation information No action required 4915 FATAL vtg malloc size Unable to allocate memory block of size bytes Contact your service representative 4916 INFO ptr vtg malloc size System successfully allocated size bytes of memory at location ptr No action required Page 12 of 16 242 Using Logs Error Number Severity Description Solution Action 5301 WARNING File filename Length length The MSG file filename is greater than 10 000 000 bytes The length is noted in the message In order to get the mailbox up and running rename the MSG file in question and then contact your Service representative 5302 INFO vta Wtutilc ERROR vix vtxutil c Total files deleted from grp msg name n code description 3 This means that
181. isplay the IP ad dress of the primary ICP Press IP Server Address 2 to display the IP address of the secondary ICP If the appliance is resilient it displays an IP address for its secondary ICP Verify that this IP address is correct If the phone does not display an IP address for a secondary ICP use the User and Device Configuration form in the System Administration Tool to provision the device with a secondary ICP 156 Page 2 of 6 Voice Networking 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 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 Press the volume down key until Network PBX IP IP address is displayed This is the address of the phone s current ICP 4 Press either the volume up or volume down key until Network PBX IP lt address gt 1 is displayed This is the IP address of the phone s primary ICP 5 Toggle the volume keys press the volume down and then the volume up key or vice versa to display Network PBX IP IP address gt 2 This is the IP address of the phone s secondary ICP Verify that this IP address is correct
182. itiate the migration the following error message appears Migration of data to GDM model End timestamp Result Fail check software error logs for failure details Migration has failed on the local element Enter the Migration Retry maintenance command on the local element Page 1 of 3 Troubleshooting Guide Table 61 Troubleshooting RDN Synchronization Symptom Possible Cause Corrective Action At the end of the migration procedure you enter the Migration Status maintenance command The system response indicates that the migration is still in progress on an element The migration is stuck in progress Communication failure during the migration resulted in the loss of the migration event on the element Check for a pending data distribution update on the element where you initiated the migration See Viewing Data Distribution Updates in the System Administration Tool online help Retry the pending update Then synchronize the form data to the newly migrated element When adding a new element to a migrated network you receive either of the following error messages after you initiate the Start Sharing operation Synchronization failed You must migrate this node to the new data model before attempting to join the SDS network Synchronization failed The target for this operation must migrate to the new model first You attempted to add a non
183. ive Group MNM applications are only supported for up to 10 elements in an Administrative group After you add the 11th element to the group the MNM applications are disabled for the entire group Reduce the number of elements to 10 or less FTP server is down Ensure FTP server is working properly and that there is sufficient disk space on the server for the database files Not enough client sessions available on FTP server Ensure that the FTP server supports the required number of concurrent client sessions For example if the Administrative Group has 10 elements the FTP server must support a minimum of 10 concurrent client sessions 152 Voice Networking MNM Application Reach Through Table 51 Troubleshooting MNM Application Reach Through Symptom Cannot reach through to an element in the Administration Group Possible Cause Element has pre MCD Release 4 0 software installed Corrective Action Upgrade element to MCD Release 4 0 or later software Form incompatibility The requested form is not supported The local element has a later software version than the remote element and the selected form does not exist in the software version on the remote element Upgrade elements to same software version Form not licensed Some forms such as the Fax Service Profiles form must be licensed on the element before they are available If a form is licensed on th
184. izable for a short period after being installed For the DTSTATS command if many number of max trans messages suspect incorrect Address For Message Control programming in the Digital Link Descriptors form If sync is absent suspect faulty cabling problem at the far end or directed testing being performed atthe far end Otherwise no sync coupled with directed hybrid test passing indicates cabling problem When a formatter card is reloaded or removed all calls that are using any channel on the card will be dropped If one channel on one card is faulty and does not affect traffic it is not necessary to replace the card The channel may be busied out using the BUSY command Note There is no backplane cabling between the interface assembly and the DSU Card Diagnosing MSDN DPNSS Link Problems If there is a problem with the MSDN DPNSS link Establish whether all callls are affected If all calls are affected check the status of the link by using the DTSTAT READ PLID command If the link is unavailable check the cabling Test with a back to back cable to prove the DS1 or CEPT card If the link is available check the errors If some calls fail check the following ARS programming 213 Troubleshooting Guide Digit Conflict nterconnect 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 th
185. k in Line Termination LT Mode You set the line termination mode in the Link Descriptor As signment forms of the trunks Then connect the trunks with a straight through CAT5 cable Option 2 If you want to have both trunks in the same mode you must wire the T1 E1 trunk connectors together as shown in Figure 2 To set up loopback through the DSU card in a DSU cabinet wire the DB15 connectors together as shown in Figure 3 10 Complete calls to confirm there are no errors with the system equipment Diagnosing Problems BOTH TRUNKS IN NETWORK TERMINATION NT MODE OR BOTH TRUNKS IN LINE TERMINATION LT MODE PIN 1 TX RING PIN 4 RX RING PIN 2 TX TIP gt PIN 5 RX TIP PIN 4 RX RING PIN 1 TX RING PIN 5 RX TIP PIN 2 TX TIP BF 6 oS of ae 2 1 SF B5 4 3 et EH T1 E1 MODULE OR NETWORK SERVICE UNIT 1P1229 Figure 2 Loopback T1 E1 Connectors RJ45 on T1 E1 Module or Network Service Unit Hybrid B 11 9 Hybrid A Hybrid B Pin 1 Transmit Pin3 Receive Pin9 Transmit Pin 11 Receive CCTO Pin3 Receive Pin1 Transmit Pin 11 Receive gt Pin9 Transmit lssi I3 L MBTI BB1194 Hybrid A Figure 3 Loopback Hybrid Connections DB15 connectors on the DSU cards 215 Troubleshooting Guide Resiliency Locating Resilient Devices 216 Use the following three Locate commands to obtain information for resilient devices e
186. k programming error Hardware issue Wiring fault Check for a pattern Are the calls always being made to the same number e sitacellular phone If itis it is likely to be a cellular issue Is this affecting many users or just one Build a pattern Many Users Check SMDR records to see if itis a particular trunk or link that is causing the problem One User Ensure that it is not a hardware or wiring issue Any Aninternal caller does not get a busy signal when calling a busy internal station A busy signal is not returned to the caller when the call is immediately camped onto another internal station that is in the busy stated This can be caused by the Class of Service COS option Auto Camp on Timer being set to O zero In the Class of Service Options Disable the Auto Camp on Timer option by blanking the option field OR Increase the Auto Camp on Timer to a number larger than zero e g 10 seconds Page 2 of 7 54 Hardware Table 15 General Phone Troubleshooting Phone Symptom Probable Cause Corrective Action Any User reports that they are System or set Establish if the calls are always continually receiving programming error for the same person or if they incorrect calls are for different people If the calls are always for the same person check the following Telephone Directory to ensure that the name and extension numbe
187. k topology diagram is required Can you obtain a packet capture via a packet analyzer sniffer at the phone level Packet capture helps Technical Support to analyze the state of the network and the condition of the phone Can you obtain an IP Phone Analysis IPA for the phone in question IPA provides crucial information about how the phone is reacting Page 2 of 2 Making a Support Call 1 Ensure that you have collected as much information as possible see Table 2 2 If possible establish local or remote access to the system for example the 3300 System Administration Tool that you require support for before you call 3 Call Mitel Technical Support From within Canada and the United States dial the following toll free number 1 800 561 0860 From outside Canada and the United States dial the following long distance number 1 613 592 7849 4 Describe the nature of the problem to the technician 5 Record your problem ticket information What are Normal Business Hours 8330 am EST to 5 00 pm LOCAL time local to North American customer site Monday to Friday excluding public holidays What are After Hours Calls e Calls originating outside normal business hours as defined above e 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 19 Troubleshooting Guide
188. ke 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 Use the Netsync Summary maintenance commands to determine if synchronization is taking place If not use Net Set 1 to set off the first clock source or NET SET AUTO to select the best available clock source After you choose a synchronization clock source always use the NET SET AUTO command to confirm System is not Receiving Calls The DID trunk digit modification number on the Trunk Attributes form does not have anything programmed in the absorb field It MUST have a minimum of 0 or no calls will be accepted Ensure that there is an entry in the absorb field It cannot be left Blank Faulty ANI DNIS programming Check ANI DNIS programming to ensure there has not been confusion with a DID trunk For ANI DNIS to work the digit must be received from the Central Office as ANI DNIS If the digits are not being received in this format turn off the ANI DNIS in the Class of service Options Outgoing calls are dropping after a couple of minutes into the conversation System is not receiving answer supervision from the central office and is timing out If the Central office cannot provide answer supervision on answered calls go to the CO Trunk Circuit Descriptor Assignment and change the value in the fi
189. ker 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 Call received from an incoming trunk where the set is programmed as the trunk s first answer point e g DID or DIL None Not supported Call received from a trunk that is not programmed to provide release supervision None Not supported Page 2 of 2 97 Troubleshooting Guide Features C Table 27 Troubleshooting Features Feature Symptom Probable Cause Corrective Action Call Unable to forward call Forwarding station and the Ensure that the forwarding station Forwarding between two internal phones destination station are not allowed to call each other and the destination station are permitted to connect to one another in Interconnect Restriction Table Cannot forward calls to a tenant One or both tenants do not have permission to call each other that is each tenant has granted the other tenant calling permission Program both tenants to allow them to call each other See Tenanting in the System Administration Tool online help information on tenant permissions CFFM or Call Forward No Answer not behaving as expected Set is a member of a Hunt Group The options for CFFM and Call Forwarding are set differently in the Hunt group COS than the COS
190. key On the 5560 IPT press Cancel or to reach the exit menu and then follow the display prompts Configuring Hardware Components You can configure the speed and duplex for the LAN and PC ports To manually configure hardware components 1 Access the Configuration Menu see page 194 2 Press Nountil HARDWARE CONFIG appears andthen press Yes MODIFY SETTINGS appears 3 Doone ofthe following and then reboot the phone To modify the current hardware components press Yes and then follow the prompts to modify each setting and store the changes Toreset the factory defaults press Default and then follow the prompts to set and store the factory defaults Diagnosing Problems 4 To exit the current menu without a reboot Toreturn to the main menu press Yes at EXIT MENU Toreturn 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 For SIP configuration information refer to the 5207 5215 5220 IP Phone Installation Guide 56006499 Rev A packaged with the phone and to the 5215 5220 IP Phone SIP User Guide available at www mitel com Using Tools and Features Erasing the Registration PIN on page 197 Pinging IP Addresses on page 197 e Conducting a DHCP Tr
191. le Cause Corrective Action Embedded DPNSS links are not seizable Green LED is ON Configuration Ensure that the Address for Message Control field in the Digital Link Descriptors form is set appropriately A or B depending on the far end If the configuration is correct wait for about one minute until every circuit has finished negotiation with the far end Distorted voice or loud noise over PRI QSIG call Voice Encoding is not set properly In the Link Descriptor Assignment for the PRI QSIG trunk set the Voice Encoding to Nil for T1 on NA or E1 on Euro controller Note You cannot use the same Voice Encoding settings as a PRI NSU High number of slips Configuration of Network Synchronization form Ensure that the synchronization source being selected is to a digital PSTN trunk like PRI or T1 D4 Outgoing calls fail with reorder tone Configuration error in ARS programming or ISDN Protocol form Enter the CCS TRACE maintenance command to ensure that the proper digits are being sent out Check the Digit Modification with the Per Call programming for PRI to make sure digits are not being inserted or absorbed unnecessarily Ensure that the Protocol field in the ISDN Protocol form is correct for the PSTN link not for DPNSS Incoming calls fail Configuration error in Trunk forms Verify in the Trunk Attributes form that there is an Answer Point set up for non
192. ler the PC does not lose network connectivity 180 Local Area Network Using Layer 2 Statistics The System Administration Tool provides various Layer 2 L2 Ethernettraffic 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 Incorrectly operating LANs can also cause data transfer problems for computer users such as slow response times The following is general information regarding LANs and what the L2 traffic parameters mean The table at the end indicates probable causes of a particular L2 error and actions to take to try and resolve the error Shared versus Switched LANs Shared LANs are LANs in which network devices share the same medium to communicate with other network devices Examples of shared LANs are networks based on the 10Base5 10Base2 standards or wireless LAN standards LANs based on the twisted pair standards can also use a shared communication medium if the LAN does not support L2 switching In shared LANs all network devices communicate on a shared medium In the case of 10Base5 and 10Base2 a coaxial cable is the shared communication media In the case of wireless LANs the ether or radio spectrum is the shared communication medium In twisted pair LANs that employ ethern
193. leshooting Phone Connection Problems Symptom Possible Cause Corrective Action Can t make calls externally display phone may show call barred COR restricted 1 Identify the numbers dialed by the user then check the route used in ARS 2 Remove the COR number from COR group table in COR assignment used in the route OR Change the COR group number in the ARS Routes form COS restricted for PRI or QSIG trunk Enable Public network access via DPNSS in the set s COS Cannot make call over analog loop trunk intermittent problem PBX is sending the dialing digits too fast for Telco s receiver on the LOOP trunk Insert a tone plan in the ARS Digit Modification Plans for the route used by analog loop trunk tone plan is used to insert one or two seconds delay without any tone detection NONE of the sets are responding Sets cannot receive DID calls Problem with controller Non DID is enabled in Station Attributes form Perform a system check on the controller Disable non DID in the set s COS No dial tone on set Set is not In System Administration Tool program the programmed extension accordingly Wrong wiring Check the wiring between the phone jack and the ASU peripheral cabinet MDF etc Faulty handset wire Replace the handset cord Replace the handset w N Replace the set Circuit is busy 1 Enter the Maintenance command STATE
194. liis iles 213 Diagnosing Formatter Card Problems 000 0c cece eee 213 Diagnosing MSDN DPNSS Link Problems 00 000 c eee ees 213 Loopback Testing on Digital Trunks 0 0 0c eee 214 FRESINGMICY eas TU EE 216 Locating Resilient Devices 0 0 ce I ru 216 Locate Extension ias seio owls Hew rbd Geen Dae ae eee ated ee 216 Locate Feature serari cee hh rre 218 Locate Remote i secs ep RR ed eee bee Er ed epe x Ae Ed eee ea nad os 218 Locating Resilient Hunt Groups issssssselle 219 Identifying the Status of a Resilient Device 0 0 00 cee 220 State Extension s erai eel we EI Ua eee ee Tee eae eae 220 State XNET ICP uie iiu denar eee a EE dao Y RO Ra ee ee RR Er ORA 221 Obtaining the Status of Resilient Trunks llllseeiel ees 221 Controlling the Failover and Failback of Resilient Trunks 0 000 cee eeu 221 Identifying the Current ICP iiiisssssssessee nes 221 Checking T1 E1 Resiliency Alarms ssleseeseeee eh 222 Checking the T1 E1 Combo MMC Indicators lille 223 vii Table of Contents Chapter 11 Using Logs lOdS 43e px med udu cfe abad due dee dnt et e meta TAER EINE dinate ba rte IRA 229 Software Logs for System Features llli 229 Hot Desking Error Logs sere ss eset ee Eh Rb RR RE RR ERE ded s 230 Voice Mail System Logs issessslseeseeeeese eee 231 hel c 247 viii Troubleshooting Guide
195. ll take approximately 5 minutes to fail back WARNING Contact Mitel Customer Engineering Services Parameters must be changed in the Controller Registry form DO NOT change any of these parameters without consulting Mitel Customer Engineering Services Page 5 of 6 159 Troubleshooting Guide Table 52 Troubleshooting IP Device Resiliency continued Symptom Possible Cause Corrective Action Message Cluster is configured to 1 In the System Administration Tool ensure that waiting absorb routing digits routing digits on inbound and outbound routes are not indicator on a resilient phone continues flashing for a Callback message that has already been returned being absorbed nthe Trunk Attributes form check how many digits are configured to be absorbed in the Dial In Trunks Incoming Digit Modification Absorb field should be blank Inthe ARS Digit Modification Plans form check how many digits are configured to be absorbed in the Number of Digits to Absorb field should be 0 zero for the appropriate Digit Modification Number 2 If digits are configured to be absorbed create a new instance for the appropriate route s that does not absorb digits Hot desk user does not receive voice mail Voice mail is embedded in an ICP that has failed or become unreachable Use centralized external voice mail system Hot desk user logs out previous user but cannot log in B
196. ll the other elements in the cluster 3 In the Cluster Elements form ensure that you have programmed the Feature DN fields correctly 4 In the ICP PBX Networking form of each element ensure that the PBX Number matches the CEID index number that is programmed in the Cluster Elements form 5 Check that the correct secondary CEID index appears in the Remote Directory Numbers form for each resilient IP phone 6 If an SX 2000 system is in the call path ensure that the system has LW 32 Release 1 1 or later software 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 In the System Administration Tool on the primary ICP navigate to the following form System Administration System Options gt Controller Registry Configuration In the Controller Registry form of the primary ICP ensure that Allow Return to Primary ICP is set to Yes The duration of the health check is set too long in the Controller Registry form of the secondary ICP The amount of time that elapses before an IP phone fails back to its primary can be quite long depending on the health check settings With the default settings after the primary ICP is back in service the IP phones wi
197. long Traffic on the network is slowing the rate of record updates Perform the synchronization during a period of low network traffic for example after business hours Large amounts of data are being synchronized across many elements Perform concurrent synchronizations to reduce the amount of time required to complete the synchronizations After a sync operation large numbers of data distribution update errors appear in the SDS Distribution Errors form The remote element did not get the updates because the network connection to that element was down Fix the network issue Retry the distribution updates See Resolving Pending Updates or Errors in the System Administration Tool online help Many data distribution update errors appear in SDS Distribution Errors form after a concurrent sync operation During a concurrent synchronization both the master and member elements reject changes coming from other network elements Rejected changes create distribution update errors on the master element See Resolving Pending Updates or Errors in the System Administration Tool online help 170 Page 1 of 2 Voice Networking Table 59 Troubleshooting Sync Operations Symptom Possible Cause Corrective Action Cannot sync with the remote element transport error SDS is disabled on the remote element Enable SDS in the System Options form of the remote elemen
198. m the network To resolve this issue 1 At the element at which SDS is off element A Turn SDS on and then back off again 2 Perform a Start Sharing operation from another SDS element element B in the data sharing community with element A 3 Perform a Sync operation from element B to element A to update any data that may be out of sync on element A To resolve this issue 1 At the element at which SDS is off element A Turn SDS on again 2 Perform a Sync operation from another SDS element element B in the data sharing community with element A Do not share any forms 3 Disable SDS at element A while it is connected to the network Unexpected transport errors are being generated at the local element The network connection between the elements is down resulting in transport errors Fix network issue and retry update errors Data Sharing Mismatch errors are being generated at the local element in the SDS Distribution Errors form Arecord has been updated on local element and sent to a remote slave element The slave element has rejected the update because the slave s sharing status is out of sync with the local element that is the slave does not recognize that it should be sharing with the local element If you want the slave element to accept updates from the local element perform a sync operation from the local element with the slave If you want to stop sharing data with the
199. main image A failure causes a phone reset and the process starts again at step 1 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 The display changes to waiting for link The set requests registration with the ICP the first time request requires a PIN registration The set waits for the ICP to take control MAIN 08 04 01 01 BOOT 04 02 01 06 Set Xx XX XX XX ICP xx XX XX XX Waiting for ACK ICP xx XX XX XX Waiting for COMMS ICP xx xx XX XX Page 2 of 3 202 Diagnosing Problems Table 67 IP Phone Boot Sequence continued Boot Sequence Phone Display 16 After the main boot load is downloaded and only when a Set o Xx Xx xx phone in a resilient network has homed to the wrong ICP the ICP xxoo xx xx phone seeks out the IP address of its primary 3300 ICP from the DHCP ICP Redirect list of 3300 ICPs in the network It is possible for the phone to be redirected and you may see this display again Set Xx XX XX Xx ICP xx XX XX XX 17 Once communication is established the idle display appears idle in service Ul on the set idle softkeys gt Page 3 of 3 Table 68 IP Phone Port Access Control Sequence Sequence Phone Display 1 Checking the L2 switch for 802 1x Port Access Waiting for 802 1x Control authentication 2 With access control the L2 switch will ask
200. mational This is a subset of option logl3 r2trace debug Turns on R2 stack trace debug retrace line Turns on R2 stack trace line debug r2trace register Turns on R2 stack trace register debug retrace call Turns on R2 stack trace call retrace line Turns on R2 stack trace line r2trace register Turns on R2 stack trace register r2trace trunk Turns on R2 stack trace trunk r2trace pbx r2trace msg Turns on R2 stack trace pbx Turns on R2 stack trace msgs r2trace high Turns on R2 stack high level line reg pbx traces r2trace low Turns on R2 stack low level line reg pbx traces r2trace off Turns OFF any r2trace command 210 Diagnosing Problems 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 10 Connect to the E2T card For LX or 250 700 user controllers connect a TAPI cable For CX CXi MX or 100 user controllers connect directly to the maintenance port For MXe MXe Server telnet to port 2007 11 Enter e2tshow Note E2T statistics accumulate over time and do not clear until the system is reset or the e2tclear command is entered Reading the data without knowing w
201. me error from appearing disable script debugging in Internet Explorer 1 In the Internet Explorer Tools menu select Internet Options 2 In the Advanced tab select the Disable Script Debugging check box 3 Click OK The Export button in a System Administration tool form fails to launch the Microsoft Excel spreadsheet Pop up blocker is enabled preventing Excel Spreadsheet from opening Disable the pop up blocker in your browser 1 In Windows Explorer click Tools gt Folder Options 2 Click the File Types tab 3 In the Registered File Types list select the XLS Microsoft Excel Worksheet type 4 Click the Advanced button 5 Clear the Browse in same window box 6 Check the Confirm open after download box 7 Click OK and then click Close Data errors occur when you use the Import Spreadsheet to import data into the System Administration Tool CSV files generated by the Import Spreadsheet and subsequently modified using Microsoft Excel may cause errors after you import them into the 3300 ICP Use Windows Notepad or other text editor to edit the file or edit the original worksheet in the Import Spreadsheet and regenerate the Comma Separated Values Atype of database file that separates data fields with a comma csv file 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
202. migrated element to the migrated network Follow the procedure described in Adding an Element to the Migrated Network in the System Administration Tool online help After migrating the network or cluster you are unable to import users from the Import Spreadsheet You are attempting to use an old version of the Import Spreadsheet Download the latest version of the Import Spreadsheet See Download an updated version of the Import Export Spreadsheet in the System Administration Tool online help At the end of the migration process you enter the Migration Status maintenance command The system response indicates that migration has failed on an element A software exception occurred during the migration or The system element reset during the migration Enter the Migration Retry maintenance command on the element where the migration failure occurred Page 2 of 3 174 Voice Networking Table 61 Troubleshooting RDN Synchronization Symptom Possible Cause Corrective Action After adding a new element to an SDS network the elements have inconsistent RDNs where a directory number occurs in one database but not another The new element contains form data which requires synchronization Access the Network Elements form on the primary element Click the check boxes beside the primary and secondary elements that you want to synchronize
203. n Waiting for link OR Lost link to Server 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 Unable to register IP phones due to regproc trap Other symptoms once a regproc trap has occurred are as follows Can treregister a phone that was already registered Can tlog in hot desk users Phone stays up after deleting a MAC IP Phone has tried to register more than 10 times in succession without success Refer to Mitel Knowledge Base article 06 9999 00024 Page 6 of 7 75 Troubleshooting Guide Table 18 IP Phone Registration Troubleshooting Error Message on Display Possible Cause Corrective Action TFTP Fail Remote IP phone statically programmed IP address cannot access MN3300 across WAN 76 The Layer 2 switch port for the phone interface is shut down or not configured properly Check the Layer 2 switch and ensure that the port is not shut down see Network Configuration Examples in the Typical Network Configurations chapter of the Technician s Handbook for more information For a Cisco Layer 2 switch verify that this is a trunk port with Dot1q encapsulation and ensure this trunk port allows both native and voice LAN to pass through For an HP
204. n key NETWORK PARAMETERS appears 4 Proceed to Viewing Modifying Network Parameters on page 195 Configuring Hardware Components on page 196 Setting the Phone Mode on page 197 or Using Tools and Features on page 197 Method B 5560 IPT If the phone is already up and running in dual handset mode 1 Press and hold the Left or Right key and the Volume Up and Down down keys 2 Release one of the volume keys and press 234 CFG on the selected side To enter the Configuration menu on the right side while in single handset mode 1 Press the hot prime key on the right side 2 Hold down the Volume Up and Down keys Method C Using Hotkeys at power up press and hold the following key combinations Note that Hotkeys access provides limited access Methods A and B provide full access Note This method is also supported on the 5560 IPT Table 65 Accessing the Configuration Menu Option C Key Sequence Function and 6 M Change mode to MiNet and 7 S Change mode to SIP Not supported on the 5560 IPT 7 Jump to Config Teleworker menu Erase the PIN and VCON configuration any other keypad keys Display Configure Phone prompt Viewing Modifying Network Parameters You can view and modify the following network parameters on the phone Phone IP address current and static e Gateway IP address current and static Subnet mask current and static
205. nabled Speed 100 Mb e Duplex Mode Full DX e Flow Control Enabled e Voice VLAN Tagged 3 If you change these fields to fixed settings you must also set the IP phones to use the fixed settings You change the IP phone settings through the Configuration menu See Access Configuration Menu on Single Mode IP Phones on page 194 4 In the Configuration menu select Hardware Config and then select Modify Port Setting and modify the settings Page 2 of 4 79 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 Identify the path between the two end points and verify if Trunk is always involved 2 Check with Telco to see if the trunk is within specs On a typical T1 the input signal should be 15 dB If it is too high 5 dB for example echo may result If this is the case keep an echo log to isolate the problem Network jitter issue If the problem only occurs between IP devices check network jitter issue above Loop Start LS Trunk settings If the problem occurs on phones that a
206. nal DHCP Settings for E2T in the Installation Planner chapter of the Technician s Handbook for instructions DHCP is corrupted Rebuild the DHCP scope Incorrectly programmed E2T IP address or incorrect setup of debug cable Verify that E2T VxWorks parameters are correct see Controller Configuration Settings RTC in the Installation Planner chapter of the Technician s Handbook for instructions RTC is set up with a different virtual LAN vlan From the RTC shell remove the vlan using the cv command If the alarm is occurring on a CX CXi controller that is running pre release 9 0 UR2 software it is a false alarm To clear the alarm without a reboot 1 From the RTC shell enter the following gt Ikup ClearAlarm 2 This command Identifies the Hex code associated with the ClearAlarm Note that this code is software load dependent The system response will be similar to the following ClearAlarm void 0x0033763c text lt this is what I need LicenseManagerImpl ClearAlarm void Ox00fc99 ac text ClearAlarm 0x001136c8 text value 0 0x0 3 Enter the ClearAlarm void hex code For example gt 0x0033763c E2T card is defective Check the Hardware Compute Cards form in the System Administration Tool If the IP Address for Slot 2 displays Not Responding replace the E2T card 34 Page 1 of 3 Hardware Table 7 Hardware Alarms Tr
207. nalogue trunks is programmed correctly and ensure that the Tone to Detect entry is left blank i e no tone to detect If the Tone To Detect entry is set to detect a tone it may cause echo Page 3 of 3 46 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 Peripheral Cabinets Table 13 Peripheral Cabinet Troubleshooting Symptom Probable Cause Corrective Action Peripheral Cabinets ONS sets not ringing on peripheral node however set can be answered and a two way conversation carried out Frequency Switch Keying FSK is not assigned in the Peripheral Switch Controller Digital Signal Process or Assignment form and the ONS sets have COS CLASS CLIP option enabled 1 Assign FSKs or 2 Turn off ONS CLASS CLIP in the ONS Class of Service Page 1 of 3 47 Troubleshooting Guide Table 13 Peripheral Cabinet Troubleshooting Symptom Probable Cause Corrective Action You have migrated a pe
208. nce After you connect an IP Phone to the network it goes through the following boot sequence this applies to Release 5 0 and later Q Tip MAC Addresses and Main and Boot versions in the following table are examples for illustration purposes The numbers displayed at the install site may be different The x s are IP Address VLAN and Priority place holders Table 67 IP Phone Boot Sequence Boot Sequence Phone Display 1 Waiting for an Ethernet link to be established Waiting for LAN link to come up 2 If an Ethernet link is not established continue with the bootup Bad LAN link process Check Ethernet cable 3 The first stage for bootup 08 00 0F AA BB CC Booting 04 02 01 06 Note Refer to Table 68 on page 203 for 802 1x Port Access Control messages 4 IP Phone contacts DHCP server to obtain IP address and Waiting for DHCP VLAN information and a list of the controller addresses in the Booting 04 02 01 06 networc ms d DHCP Discovery Note Go to Table 69 if DHCP or TFTP fails Booting 04 02 01 06 Page 1 of 3 201 Troubleshooting Guide Table 67 IP Phone Boot Sequence continued Boot Sequence Phone Display 5 The internal DHCP server provides one of these options An external DHCP server provides one of these options where n is the number of the sub option if encapsulation is used for the option Using option 125 Using option 43 Using option 128 Usin
209. nd the volume was set at its maximum For hearing safety dual mode sets are programmed to revert to their default volume setting if they are saved at maximum volume On a dual mode set save the volume at least one setting level below maximum to ensure that it will be saved Any Phantom calls are being made to the operator When a user hangs up without completing an operation in his or her voice mail box the embedded voice mail continues to perform its function with whatever portion of the user s input is available even though the user has hung up and performs off hook dialing in attempt to complete the operation Often this results in calls to 0 usually the operator In the Class of Service Options form set the Multiline Set On Hook Dialing option to No Any Unable to put DID call on hold If you have Record a call Save Recording on Hangup enabled you won t be able to put DID calls on hold In the Class of Service Options form Disable Record a call Save Recording on Hangup ONS Sets 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 Assign FSKs or 2 Turn off ONS CLASS CLIP in the ONS Class of Service
210. ndbook for instructions fail replace the module DSP licenses are enabled but not Install required DSP module s See enough DSP resources are available Increasing DSP Resources in the to support compression requirements Installation Planner chapter of the Technician s Handbook for instructions Faulty circuit on DSP module Replace DSP module DSP Card Status DSP card is defective For a defective DSP module ensure that the module is seated securely For an embedded DSP failure replace the controller Use Show Status DSP to identify the location of the defective module Fan Fan is defective AX MXe MXe Replace the fan see Note below Server One PSU Power supply unit is defective Replace the PSU see Note below AX MXe MXe Server Two PSU Power supply unit is defective Replace the PSU see Note below AX MXe MXe Server Page 2 of 3 35 Troubleshooting Guide Table 7 Hardware Alarms Troubleshooting Alarm Probable Cause Corrective Action RAID Hard Disk Hard disk has a fault MXe MXe Server If the alarm occurs on the primary drive replace the hard disk see Note below If the the alarm occurs on the secondary drive check the primary drive for faults In some cases the primary drive has a sector error while the secondary drive is fault free switched into SFT mode Receivers Anactive DTMF receiver circuits onthe Replac
211. ne the exact reason why this failed look at the CREE TUS VBPC log file which is located in c vbpc log vbpclog dat i 4501 FATAL System Parameters have FAILED to be set Contact service This can come out in the same situation as above only if representative there is a problem with the PARM BIN file 4503 FATAL vtxinit Error starting the Voice Board Page 8 of 16 238 Using Logs Error Number Severity Description Solution Action 4702 ERROR file name n rr r No action required the The message file n is not valid the reason is indicated by dice recovers itself r The side affect is that any new or saved messages are lost 4704 ERROR file name file d40derr error Contact your service There was an error attempting to open or write to the representative named file It has to do with recording but the actual filename dictates which part of the recording process was affected 4706 ERROR Mbox size Error ret ret Make sure the mailbox 4707 Mbox size Error ret ret is not full 4708 x size folders Error ret ret tag tag If not full try renaming 7 the MSG file These messages occur when there is something wrong a Regardless of the particular mailboxs MSG file results of the above ret is the return value of x_size and has the following contact your service meanings representative 2 The mailbox is full 3 The tag value in the file is not correct 4 The file handle passed in was invalid 4907 ERROR MBox
212. nfigured with correct username and password Check the username and password of the PC in database of the RADIUS server Configure the correct username and password on the PC OR Disable 802 1X support in the PC if enabled OR Ensure RADIUS EAP is EAP MD5 Page 4 of 5 63 Troubleshooting Guide Table 16 Specific Model Troubleshooting phone The symptoms are when a user pushes the side control button the saucer flashes but does not work Phone Symptom Probable Cause Corrective Action 5235 5320 Phone loses all The controller address See Mitel Knowledge Base 5330 5340 application features and does not match the article 07 4940 00007 or 5360 IP labels after the set is ICP PBX assignment sets rebooted 1 Program Network IP or address in the after the 3300 ICP IP ICP PBX Networking address is changed form to match IP address of the local controller 2 Reboot the controller to make the change effective 5310 5310 Conference is not Side control defective Refer to Mitel Knowledge Base Conference working with 5220 article 06 5191 00067 Unit DPLite Dual Mode IP Page 5 of 5 64 Hardware IP Phone Power Table 17 Symptom Probable Cause IP Phone Power Troubleshooting Corrective Action Power unit is plugged in but does not power up No power at outlet OR faulty power outlet OR faulty power cord Plug a known functionin
213. ng 1 Ensure that the NSU is programmed as a Universal T1 or E1 not T1 or CEPT 2 Program the proper link descriptor with the proper integrated access and assign to the corresponding NSU unit for example ISDN node for PRI protocol T1D4 for T1D4 DPNSS for MSDN 3 Program at least one trunk Set jumpers correctly IMAT fails to collect database files from the NSU When using IMAT to retrieve the database from the Universal NSU the database files do not appear to have been downloaded The IMAT application simply does not provide information to identify success or failure to download the database At the bottom left hand corner of the IMAT application you will see please select a menu option The maintenance logs can be downloaded you will get the IMAT indication that the maintenance logs have been received Ensure that the NSU is actually running as ISDN node in the link descriptor under the integrated digital access field If it is not there are no DBA files which represent the IMAT database Maintenance logs are maintained on NSUs which is why they can be downloaded Analog Service Unit User can hear clicking sound while on a call on an external ASU ONS circuits Message Waiting voltage cycling Refer to Mitel Knowledge Base article 05 4409 00008 Voice calls on ASU have an echo Faulty programming Ensure that the ARS Call Progress Tone Detection form for the a
214. nternal TFTP errors contact Mitel Technical Support XX XX XX XX TFTPerr Sock create XX XX XX XX TFTPerr Sock bind XX XX XX XX TFTPerr Packet alloc Page 2 of 2Page 2 of 2 Table 70 Download and Software Error Displays Message Description Phone Display are valid before calling Mitel Note Check the IP Parameters TFTP address netmask gateway address to make sure that they The phone will pause for 3 seconds and continue These errors indicate that the Flash was not upgraded L2 download err L2 amp Boot download err The ICP instructs the phone to get a new main executable Two line display set Single line display set TFTP MAIN FROM XX XX XX XX TFTP MAINLOAD If the phone received a bad packet from the TFTP server audit the TFTP server configuration and the network path XX XX XX XX TFTP Err number This error indicates that you must review the IP parameters on the DHCP server or manually entered for the phone XX XX XX XX TFTPerr Packet send Internal TFTP errors contact Mitel Technical Support XX XX XX XX TFTPerr Sock create XX XX XX XX TFTPerr Sock bind XX XX XX XX TFTPerr Packet alloc TFTP IP address is missing from the configuration string 125 TFTP tag missing OR 43 TFTP tag missing ICP IP address is missing from the configuration string 125 ICP tag missing OR 43 ICP tag missing 204 Page 1 of 2Pa
215. ntinued 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 Because the RND entry could not be deleted SDS could not update the secondary controller with the hunt group or ring group data Manually delete the RDN entry for the hunt group or ring group pilot number from the secondary controller s Remote Directory Numbers form Then retry the updates from the SDS SDS Distribution Errors form Hunt group or ring group member does not exist on remote controller If you add a member to a resilient hunt group or ring group and the directory number of the member is not programmed as a RDN or a device on the secondary controller the update fails and SDS generates a distribution error A new device was added to a resilient hunt group or ring group in the Group Administration Tool Because the member is not programmed as a RDN on the secondary controller the update fails and SDS generates a distribution error Log into the secondary controller and program the DN of hunt group or ring group member into the Remote Directory Numbers form Then log into the primary controller and retry the updates from the SDS Distribution Errors form Page 2 of 2 RDN Synchronization Table 61 Troubleshooting RDN Synchronization Symptom Possible Cause Corrective Action After you in
216. of the set The Hunt Group COS or if no Hunt Group COS is programmed the COS of the first member of the Hunt Group is used for the following COS options Call Reroute after CFFM to busy destination COV ONS E amp M Voice Mail Port ONS OPS Internal Ring Cadence for External Callers only if the first member is ONS OPS ANSWER PLUS Delay To Message Timer ANSWER PLUS System Reroute Timer Call Forward No Answer Timer Call forwarding not functioning on a 5320 5330 5340 or 5360 IP Phone User tried to program Call Forwarding using the Superkey Use the Call Forwarding application to program call forwarding on the 5320 5330 5340 and 5360 IP Phones Page 1 of 4 98 System Features Table 27 Troubleshooting Features Feature Symptom Probable Cause Corrective Action Call History Calls not being logged The following calls are not None Not supported logged by the Call History feature 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 Outgoing prefix is required Add the prefix digit s using the external numbers that are to dial the external number option Outgoing External Call stored in your Call History from Call History Prefix For Applications in the list System Options Assignment for Call Pickup
217. oice mail server is not configured on the primary ICP of the user s extension User can t use Dial by Name feature Dial by Name is not available for remote mailboxes Voice mail has choppy audio and words are missing from the greetings and messages The Management Access Point MAP is connected to 3300 ICP 10 100 Base T ethernet ports Do not connect the Management Access Point MAP or any other devices directly to the 3300 ICP The Management Access Point uses 10 Mbps half duplex which causes a high collision rate on the ethernet port resulting in poor audio quality Only connect other layer 2 switches to the 3300 ICP ethernet ports Page 1 of 2 145 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 Starting up VMECOrPIDAT ees Fault detected while Stant ing Up VMI Telonegsy pais Starting up SMTP Client Starting up SMTP Server tAppStartup ProcessorCoordinator started component ADAPTATION_LAYER_COORDINATORy tAppStartup ProcessorCoordinator started component APPLICATION_LAYER_COORDINATOy ResourceAlarmStartup ready Task StartupHwRst being deleted while ACTIVE Voice Mail Starting in 0 minutes Starting lPVMi Version 6 2100 Voice Mail Successfully Started This log appears if you haven t enabled Networked Voice mail in the license
218. oint does not have the proper key activation code Install the Management Access Point with the proper key activation code 29 Troubleshooting Guide 30 Troubleshooting Guide 32 Hardware Hardware Troubleshooting Tips M Only change one setting at a time either a hardware or software setting M Observe carefully and document all observations for example feature programming call states time of day problem symptoms and so forth M 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 M Check the Alarm logs in the System Administration tool for hardware alarms M Check the LEDs on the hardware Refer to Appendix D Status LEDs in the Technician s Handbook for LED state information M Verify that the IP addresses reserved for the hardware units are not used elsewhere on the system See the Installation Planner chapter in the Technician s Handbook for a list of the IP addresses that are reserved for the Analog Main Board AMB and the CIMs on the ASU and ASU Ils M For phone related issues is the problem occurring on a single phone ona group of phones of a specific type for example IP Phones only Qna group of phones within a specific Class of Service only indicates a potential programming conflict in COS Options form A during local to local
219. oint set up for non DDI trunks for Day and Night services For dial in trunks verify that the Dial in Trunks Incoming Digit Modification Absorb field is not left blank and that the Dial In Trunks Incoming Digit Modification Insert field is set appropriately for dial in trunks R2 Line Signaling R2 setup issue Programming or installation Refer to Mitel Knowledge Base article 05 5191 00050 Page 7 of 7 121 Troubleshooting Guide MSDN DPNSS Links Table 35 MSDN DPNSS Link Troubleshooting Symptom Probable Cause Corrective Action Embedded MSDN DPNSS calls fail and all status LEDs on the T1 E1 MMC are OFF Faulty configuration Verify embedded MSDN DPNSS is programmed properly in the following forms Controller Module Configuration Framer Configuration T1 E1 Framer Configuration Link Descriptor Assignment Digital Link Assignment After the Digital Links form is completed the red T1 E1 MMC status LED should come on This takes about 15 seconds Embedded MSDN DPNSS links are not seizable and the red LED is ON Faulty configuration or wiring Ensure that the T1 E1 cable is plugged into the correct RJ 45 port on the T1 E1 MMC Verify that the T1 E1 cable is correctly wired Note that 1 amp 2 and 4 amp 5 are the relevant pins for the cable Toggle the Termination Mode setting in the Link Descriptor Assignment either NT or LT Thi
220. on after outpulsing to yes Unable to dial out on trunk No dial tone Ensure dial tone is present from Central Office CO You can disable dial tone detection on the trunk to allow users to dial out on the trunk in the absence of dial tone Calls are connecting to the far end Called party can hear caller but calling party cannot hear party at far end The system is not receiving answer supervision immediately from the Central Office Go to the CO Trunk Circuit Descriptors form Change the Supervision parameters in the value field audio inhibit until answer supervision after outpulsing to No Page 1 of 4 111 Troubleshooting Guide Table 33 Troubleshooting Analog Trunks Symptom Possible Cause Corrective Action Trunks are programmed but are appearing as unassigned with the STAT location ID command Card has not had the information downloaded to update the status of the trunks Download the information to the ASU at an appropriate time Ring is not heard immediately when external phone calls on LS trunk Poor audio quality on LS trunks 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 Incorrect co
221. on secondary ICP Command was issued on primary ICP LEID is the Local Element Identifier CEID is the Cluster Element Identifier Indicates the known location of the device LEID identifies the ICP that you issued the command from IP Device ID 3 Circuit Location 1 3 1 3 3 Extension 1001 MAC Address 08 00 0F 01 26 5D Primary Element CEID 101 Routing Digits 2901 Secondary Element LEID 102 Routing Digits 2902 Resilient device located on secondary ICP Command was issued on secondary ICP Indicates the known location of the device The number refers to a remote directory number Primary Element LEID 101 Routing Digits 2901 Secondary Element CEID 102 Routing Digits 2902 Resilient device is remote and located on secondary ICP Command was issued on an other ICP Indicates the known location of the device The number refers to a remote directory number Remote DN to CEID 101 routing digits 2901 Non resilient device is remote and located on ICP with CEID 101 and routing digits 2901 Command was issued on an ICP that is not the device s home element IP Device ID 3 Circuit Location 1 3 1 33 Extension 1001 MAC Address 08 00 0F 01 26 5D Non resilient device is local located on same ICP where command was issued 217 Troubleshooting Guide Locate Feature The Locate Feature command provides feature information in addition to the same information as t
222. one Not supported on system a conference call on hold supported Alpha Tagging Alpha tagging not present Not supported for trunk Only PSTN calls on the following on display phone for type trunk types support alpha tagging incoming calls LS Class T1 D4 T1 CAS T1 PRI T1 QSIG E1 PRI E1 R2 E1 QSIG and E1 BRI Alpha Tagging entries not Program alpha tagging entry for programmed in Telephone external telephone number Directory form Alpha Tagging not enabled Enable option in System Options form Incoming signaling None Not supported indicates that the caller s identity is private Advice of Not functioning Attempting to implement None Not supported in North Charge on non European site America Only supported with the Euro ISDN Euro Standard variant and Euro BRI protocols Carrier that provides the ISDN services is not delivering meter pulses for all applicable ISDN links Contact carrier The specific variant of Advice of Charge is not supported by the system Refer to Advice of Charge in the System Administration Tool online help for a list of the supported variants Page 1 of 2 96 System Features Table 26 Troubleshooting Features A to B Feature Symptom Possible Cause Corrective Action Auto Answer No audio over speakerphone Phone is not equipped with a speaker for example 5302 IP Phone Install a model of phone that has a spea
223. one See Access Configuration Menu on Dual Mode Phones and 5235 IP Phones on page 194 Hardware components Setthe phone mode PIN IP address DHCP Video SMDR Provides the call paths call logs Controller telnet 3300 ICP system from Maintenance PC For MXe Server secure telnet to System IP to use TCP IP output streaming at RTC See the System Administration Tool online help Page 3 of 3 Phones Diagnosing Phone Problems No Dial Tone Analog or DNI Phone 1 Loginto the System Administration Tool and navigate to Maintenance Commands 2 Establish the Location of the analog set using the Locate Extension maintenance com mand If Locate Extension command does not work verify the programming in the Single Line DNI Sets form analog phone or Multiline DNI Sets form DNI phone 3 Run the State extension command You will get one of the following responses Idle Busy Manbusy or Locked Out 191 Troubleshooting Guide 192 If the response is Idle Connect a known good telephone set to the wiring frame fthe 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 Ifthe test set works then the faulty set should be replaced Ifthe set does not work then the problem is in the wiring from the frame already tested or the jack e Check that
224. onsole 161 locating devices 216 progress display on IP phones 205 troubleshooting 155 trunk status 221 Resilient trunks failover failback commands 221 Resolving technical issues 5 Restores troubleshooting 90 Ring groups 107 RTC flash 41 shell 191 S SDS troubleshooting 165 Security certificate issues 131 Self help solutions 12 Service charges summary 12 Setup troubleshooting tips 25 Shared data update logs 189 Shared LAN 181 Sharing operations 165 Show Status DSP 35 Redundant 36 252 Single line set troubleshooting 57 SIP trunking troubleshooting 128 SIP troubleshooting 164 Slips excessive 115 SMDR 147 191 Sniffer 18 19 Software installation and upgrade 88 patches 10 releases 10 troubleshooting 87 unable to download 87 Software and maintenance logs 189 Software installer tool troubleshooting 134 Solaris X 147 Solutions self help 12 Specific phone models troubleshooting 60 Spectralink wireless issues 60 Speed call 108 Spreadsheet unable to open 108 Standard telephone support 10 State extension command 220 State XNET ICP command 221 Station message detail recording 147 191 Statistics bandwidth 151 Statistics layer 2 181 Status indicators 190 Status of a resilient device 220 Straight through ethernet cable 25 Summary of service charges 12 Sun Ray troubleshooting 147 Superset 4000 headset issues 60 Support call making 19 Support standard telephone 10 Switched LAN 181 Sync operations 170 S
225. ook Note For IP Phone connection issues related to Resiliency see IP Device Resiliency on page 155 Page 2 of 2 Phone Audio Quality Q Tip Use the Configuration Debug Menu on display IP phones to view Version Network Telephony DSP Connection Browser Config memory Stats details see page 194 Table 20 Audio Quality Troubleshooting Symptom Prossible Cause Corrective Action One way audio No gateway IP 1 If E2T gets IP address from DHCP server make sure that between address programmed Option 03 Router is assigned to the scope with the proper Remote IP to on E2T IP address for the subnet TDM VM 2 If E2T is hardcoded with a static IP address make sure that the gateway IP address is programmed properly in VxWorks Distorted audio Voice encoding is not For T1 enable invert for Voice encoding in link descriptor only on NSU inverted For CEPT or API enable ADI invert for voice encoding This does not apply to Embedded PRI Page 1 of 4 78 Hardware Table 20 Audio Quality Troubleshooting continued Symptom Prossible Cause Corrective Action 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 1 Identify the speech path between the two end points including router switch WAN in the audio stream
226. or Hardware Identifier SysID code of system 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 LED status Do you have a network diagram available Whatis the DHCP configuration and settings in the network IP Addressing scheme VLA
227. ore 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 Note To access TSN services you must have a positive balance of technical consultation credits in your account Note Online Service Desk OSD response time is three business days The OSD should not be used to obtain emergency support services Registering for Services To register for access to TSN services 1 Complete a Technical Consultation Order form and fax the form to Mitel Customer Services at 613 591 2308 2 After the Mitel Customer Services receives your purchase order we will fax a Technical Support Identification TSID code to the fax number that you included with your order form 3 Distribute the TSID code to staff who require access to TSN services including staff that may need to call Mitel Technical Support Note Change your TSID code whenever you experience staff turnovers You can change your TSID code at any time by contacting the Mitel TSN Co ordinator Phone 613 592 2122 extension 5140 E mail tsn mitel com 4 Instruct your staff to obtain a Mitel OnLine username and password by submitting a request online All re
228. orm of the System Administration Tool voice mail boxes appear multiple times or groups of voice mail boxes may repeat when changing from page to page Possible voice mail database corruption Refer to Mitel Knowledge Base article 07 4409 00023 Embedded RAD does not answer ring no answer or returns Do NOT Disturb DND tone If an incoming call is blind transferred to an Embedded RAD the embedded RAD will experience ring no answer and or Do Not Disturb condition 1 Ensure that the embedded RAD port is in a RAD Hunt group 2 Program the phase timer of RAD hunt group to be 1s or higher 3 Ensure that all calls are transferred to the RAD Hunt group and that no one calls directly to RAD port Page 6 of 7 143 Troubleshooting Guide Table 43 Embedded Voice Mail Symptom Probable Cause Corrective Action Embedded voice mail fails to page external or fail to perform supervised transfer to external number Programming conflict Refer to Mitel Knowledge Base article 06 5191 00068 Embedded voice mail goes out of service after Load Controllers command issued The Load Controllers command is used to reboot the Peripheral Cabinet and or the DSU This has had the unexpected effect of causing the Embedded Voice to go out of service Avoid the use of the Load Controllers command To do this you must physically reset the Peripheral Cabinet and or the D
229. ot Configure a second voice mailbox over to the secondary been configured on the user cannot connectto secondary ICP for the resilient their voice mail box device Call routing on the secondary Ensure that call routing is set up to ICP is not configured to allow a allow the user to access the hunt user to access the voice mail group number of the voice mail port ports by dialing the hunt group number The centralized 3300 ICP Check the 3300 ICP embedded embedded voice mail controller voice mail server is out of service Users indicate that Messages are in mailboxes on Instruct user to check voice mail they are missing both the primary and secondary messages in both of their voice mail messages ICPs boxes user must dial different hunt group numbers to access the voice mail systems on the primary and secondary ICPs Centralized After an IP phone fails A voice mail box has not been Configure a voice mailbox for the external over to the secondary configured on the external user ICP user cannot connect to the voice mailbox centralized voice mail controller for the resilient device Call routing on the secondary controller is not configured to allow a user to access the voice mail ports by dialing the hunt group number Ensure that call routing is set up to allow the user to access the hunt group number of the voice mail port Refer to the Resiliency Guidelines for call routing configuration
230. oth primary and secondary ICPs of the resilient hot desk phone are unreachable Expected behavior If both ICPs of a resilient hot desk phone are unreachable a Logout triggers the phone to rehome User must wait until one of the phone s ICPs recovers and becomes reachable for the phone to be in service before they can log in to the phone IP phones display lost link to server after an upgrade from Release 3 x to Release 4 0 5 1 In 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 For corrective procedure refer to Technical Service Bulletin IP Sets may remain in lost link to server state after upgrading to Release 4 0 on Mitel Online Page 6 of 6 160 Voice Networking IP Console Resiliency Table 53 Troubleshooting IP Console Resiliency Symptom Possible Cause Corrective Action A resilient IP IP Console is not Ensure that the IP console is programmed for console is not programmed correctly for resiliency Check that the correct secondary CEID functioning no resiliency index appears in the Remote Directory Numbers dial tone after form for the IP console See IP Console the primary Resiliency in the Resiliency Guidelines for details controller goes out
231. ou hang up the IP phone and go off hook again the IP phone is functioning on its secondary ICP The call was connected through a TDM trunk for example PRI trunk on the primary ICP that failed Program IP trunking on all ICPs 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 Program redundancy into the network layer Page 4 of 6 158 Voice Networking Table 52 Troubleshooting IP Device Resiliency continued Symptom Possible Cause Corrective Action After an IP Call routing is not set up Enter the Locate commands see Locating Resilient phone fails correctly Devices on page 216 on the secondary controller to over to its determine the status of the IP Phone secondary ICP you can make calls from it but other TDM phones trunks or IP devices in the cluster cannot call it Refer to Voice Networking gt Configure Network in the System Administration Tool Online Help for instructions on the following tasks 1 Ensure that each element in the cluster is assigned a unique CEID in its Cluster Elements form 2 Ensure that ARS is programmed correctly to route calls to a
232. oubleshooting Alarm Probable Cause Corrective Action Media Gateway IP configuration is incorrect or Check that the IP addresses are correct MG Comms duplicated by checking the System IP Properties MXe Server only form on the System Administration Tool RTC Media Gateway card has no IP Refer to Mitel Knowledge Base article address 09 5157 00026 for instructions on how to set the IP address Incorrectly programmed RTC IP Plug into the RS 232 port on the MXe address Server and verify that RTC VxWorks parameters are correct see Controller Configuration Settings RTC in the Installation Planner chapter of the Technician s Handbook for instructions Watching the activity via the VxWorks console may also help by showing the stage at which the problems are starting Network Gateway The Network Gateway Security Access Replace module Module associated with a legacy ISDN Gateway has been tampered with or has failed DSP Status A percentage of DSP resources are Use the Show Status DSP maintenance unavailable The failure of one or command to identify status of DSPs in the more but not all DSPs results in a controller Minor alarm Critical alarm indicates Install required DSP module s See that all DSPs have failed In the event Increasing DSP Resources in the of an alarm reset the system as soon Installation Planner chapter of the as possible If the DSP continues to Technician s Ha
233. outes form Note You may need to refer to the Toll Fraud control document Knowledge Base Article 04 1000 00060 Using CDE to Prevent Toll Fraud on the MN3300 ICP Q Sig Private network access is enabled in PRI link descriptor For the link descriptor assignment used by the PRI link set Q sig Private network access to NO This option should not be enabled for normal PRI only if this link is intended for Q Sig Calls on PRI trunks do not present outbound name Not supported by protocol used on the PRI trunks Outbound name is only supported by PRI trunks that use DMS 100 or QSIG protocols Refer to Mitel Knowledge Base article 05 3849 00988 for a list of the protocols that support outbound name QSIG ISO feature not functioning QSIG feature not supported For unsupported QSIG features the 3300 will not act as a transit switch See Mitel Knowledge Base article 06 5191 00064 1 for a list of the QSIG features supported on the 3300 ICP Embedded BRI Embedded BRI calls fail and all Status LEDs on the Quad BRI Framer are OFF Configuration Verify embedded BRI is programmed properly in the following forms see also Program Embedded BRI in the online Help Controller Module Configuration Quad BRI Framer Configuration Link Descriptor Assignment Digital Link Assignment Protocol Assignment After the Digital Links form is completed the red Quad BRI Framer status LED
234. ptions introduced in Release 7 0 otherwise the sets will fail to boot Such failures can occur for example in a resilient cluster of mixed software releases or when sets with old firmware are added to a controller after it was upgraded to Release 7 0 For the sets to boot DHCP options 128 135 must be present in the DHCP server After the sets have booted options 128 135 may be removed to avoid future conflicts with standardized or other vendors use of these options If the IP telephone displays TFTP LOAD FAILURE verify that the TFTP Firmware DSP and Main software loads are available and not corrupted 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 70 Page 6 of 7 58 Hardware Table 15 General Phone Troubleshooting Phone Symptom Probable Cause Corrective Action IP Phone IP Phone stuck at lock out or pin in memory The PIN registration code and the extension number of the IP phone are saved in the flash memory of the phone A potential issue evolves when IP phones are moved from one site to another If the IP phone has been successfully registered with system A moving this phone to system B will cause it to fail and it will be stuck at lockout or PIN in memory
235. quests are confirmed with the designated channel partner After a request is confirmed a username and password is e mailed to the individual 5 Instruct your staff to register for the Online Service Desk From Mitel OnLine click Technical Support then click Online Service Desk under Related Links Complete and submit the form Registrations will be processed within 2 business days a return email will confirm activation What Services are Available e Mitel Knowledge Base provides access through the Mitel Online website to the latest product information The Knowledge base provides Technical Bulletins TBs provide information on the installation and service of Mitel products TBs are issued to introduce new software support tools provide support information on discontinued products identify product issues and describe TSN program policies TBs are published when required How to Articles provide information on proper programming of features and applications Troubleshooting Guide 10 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 A Release Notes RNs provide software upgrade procedures describe documentation and hardware requirements summarize the new enhancements in a release identify improvements that have been made in the product in response to cus
236. r representative tone on port channel 1502 FATAL vtapplqh Message Queue Memory Could Not be Contact service Allocated representative 1504 WARNING Message Queue file HQ DAT is not opened Contact service This was a result of 2 attempts to open HQ DAT The first representative assuming the file already existed and the second using the O CREAT mode 1505 WARNING Message Queue file HQ DAT not initialized properly Contact service This was a result of an attempts to write to the HQ DAT epresentative 1506 WARNING Message Queue not updated properly from HQ DAT No action required The message queue file HQ DAT is a backup file in case the system reboots after a message is accepted but before the message is physically delivered to the mailbox This is a very small window Regardless at every boot up we try to read this HQ DAT file and deliver any undelivered messages This warning occurs when the HQ DAT file is not of the proper length This could happen if the system was changed from a 4 port to an 8 port system 1507 ERROR Message Queue file HQ DAT not updated properly Try rebooting the 3300 An attempt to write to the HQ DAT file failed during the CP controller If this queuing process does not help contact service representative 1508 ERROR Message Queue file s is not updated properly Page 2 of 16 232 Using Logs Error Number Severity Description Solution Action 1511 ERR
237. r application Using wrong password You must enter the Linux admin password that you set through the Server Console Unable to access system from MCD Software Installer or other tools such as Enterprise Manager or System Administration Tool client stations Tools reside on different network Add the network through the Server Manager Under Security click Local Networks and add the Network IP Address Subnet Mask and Router IP Address Unable to set system date and time for the system tools The Managed Application Server application date and time setting does not apply to the 3300 ICP Setthe system date and time from the Group Administration Tool 27 Troubleshooting Guide Licensing Table 6 Troubleshooting Licensing and Optioning Symptom Possible Cause Corrective Action License and Option Selection error Password does not match the purchased options you selected Unable to communicate with the Application Management Center AMC The System ID or i Button has not been installed e Inability to communicate with the AMC because unable to find the AMC server s via a DNS lookup Inability to communicate with the AMC because of network system configuration Inability to communicate with the AMC using specific protocols or ports due to router or firewall configuration Install the SysID module or i Button Note that the MXe Server does
238. r are correct The users number against that of the person people are looking for If the numbers are similar then it is possible that people are dialing incorrectly Changing the users extension number maybe an option Thatthe person being called has not call forwarded or rerouted calls to the user who raised the complaint in error If the calls are for different people try these options Askthe user to log the calls received in Error Check the SMDR logs to establish a pattern Any Internal caller does not COS option Camp On To correct hear busy signal when Timer is set to 0 disable Auto Camp on by calling an internal station blanking Camp On Timer in in busy condition Busy COS or signal is not returned to user when call is immediately camped on to another internal station that is in busy condition delay Auto Camp On by setting COS option Camp On Timer to a value other than 0 i e 10 seconds By doing this the call still Camps On but only after the timer expires Page 3 of 7 55 Troubleshooting Guide Table 15 General Phone Troubleshooting Phone Symptom Probable Cause Corrective Action Any The volume setting saved on the handset is lost The Handset Volume Adjustment Saved parameter is set to No Set the Handset Volume Adjustment Saved parameter to Yes in the Class of Service Options form The setis dual mode a
239. r more information 26 Initial Setup MXe Server Setup Table 5 General Setup Troubleshooting Symptom Possible Cause Corrective Action Unable to access the Server Console screen on the MXe Server You are replacing an existing 3300 ICP controller with an MXe Server and trying to use the same system IP address for the MXe Server from a PC on a different subnet Initially you can only connect to the MXe Server from the local subnet Before you can connect to the MXe Server from other subnets you must manually clear the router ARP cache or wait until the router ARP cache is automatically updated Refer to the latest 3300 ICP Release Notes for instructions Communication application for example Hyperterminal connection parameters set incorrectly MXe Server has not enabled the printer ports yet See the table Communication Connection Parameters in the Initial Setup chapter of the Technician s Handbook for the correct settings Ensure that you wait 3 minutes before attempting to connect The MXe Server takes approximately 3 minutes before the software enables the printer port Unable to access Server Manager screen Crossover Ethernet cable used to connect PC Network Interface Card to controller Use a straight through Ethernet cable NIC IP address not set correctly Set NIC IP address to 192 168 1 20 Unable to login to Managed Application Server Manage
240. r regs all These commands output generic configuration information about the embedded digital trunks From the output of these commands you can tell how the trunks are configured Use these commands to quickly identify any differences between the perceived and actual configuration of the trunks Outputs the statistical registers of the framers and the register settings The outputs show exact the physical issue that is affecting the framer You may have to dump the framer stats more than once as these registers change over time Collect this output in association with the output from the dtstats read net state and show faults digital links maintenance commands Note The output from these commands must be interpreted by Mitel Software Design Link alarms Part 2 Trunks not in idle when there are no calls up edt show vdsu alarms lt plid gt edt show vdsu channel lt plid gt Shows the current digital trunking alarms and channel status Use this command in conjunction with dtstats read and state commands Note The output from these commands may need to be interpreted by Mitel Software Design Outgoing or incoming calls rejected edt trace vdsu namnum Outputs the calling called number and calling name of the call It also displays the reason an ISDN call was disconnected may be different than what is displayed on a set Use this command to verify that the ARS is setup correctly and t
241. re connected via Loop Start LS trunks use the Line Quality Measurement form in the System Administration Tool to test the line quality and to obtain the recommended settings Page 3 of 4 80 Hardware Table 20 Audio Quality Troubleshooting continued Symptom Prossible Cause Corrective Action Echo occurring Layer 2 switch setting 1 Check the L2 switch for duplex mismatch and spanning between IP problem tree Phones 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 The recommended settings for the Duplex Mode field and the Flow Control field is Auto 4 If the network requires fixed settings use the following State Enabled Speed 100 Mb Duplex Mode Full DX Flow Control Enabled e Voice VLAN Tagged 5 If you change these fields to fixed settings you must also set the IP phones to use the fixed settings You change the IP phone settings through the Configuration menu See page 194 6 In the Configuration menu select Hardware Config and then select Modify Port Setting and modify the settings Far end phone is on Check if far end is using handsfree Switch to handset mode handsfree to see if this corrects it or lower the volume in handsfree mode For best results when using handsfree
242. re problem with the Universal ASU P N 500019266 Update the revision of the Universal ASU to A16 or B4 though the standard repair process The normal repair warranty is in effect Note For a temporary work around reset the ASU This will clear the problem for a couple of weeks Cannot download Audio Files to the 3300 ICP The audio file cannot be located Verify that the audio file is not corrupted The audio file is rejected Verify that the audio file meets the required specifications see System Audio File Updates form The system greeting audio file is in the wrong language Download a file in the correct language using the System Audio File Updates form or Enterprise Manager see your Mitel dealer for information on Enterprise Manager A system error log is generated Verify that you are not attempting to download a file during a backup restore or upgrade or while somebody is recording the same greeting from a phone Page 2 of 2 106 System Features Features P to R Table 31 Troubleshooting Features P to R Feature Symptom Probable Cause Corrective Action Private Line Feature not functioning PLAR is only configured at Configure PLAR in the same Automatic one end of the connection manner at both ends of the Ringdown connection PLAR One or both systems have Support for PLAR on E1 links is pre Release 8 0 software limited to
243. ripheral or DSU cabinet from an SX 2000 system to a 3300 ICP system and the Cabinet does not boot up Incompatible FIM modules 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 The part numbers for the supported FIM modules are listed in the Install and Replace Units chapter of the Technician s Handbook LS GS Trunks Ensure that the programming matches the CO trunk equipment configuration if the CO equipment is loop start ensure that the trunk circuit is programmed as loop start and that the system option Interconnect Checking for Conference Calls is enabled in the System Options form to prevent hung up trunks Check Tip and Ring polarity Check Tip and Ring voltages Faulty backplane cable connections Check backplane cable connections Insufficient DTMF receivers not enough for peak traffic load Add DTMF resources Fault in peripheral switch control Swap the following cards with known working cards Peripheral switch controller card slot 16 of a peripheral cabinet Peripheral Resource card Control Resource card SX 2000 MicroLIGHT systems only Faulty LS GS Trunk Card E amp M Trunk Card or DID Loop Tie Trunk Card Faulty external trunk equipment or main distribut
244. rmal 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 page 20 for details Technical consultation as a result of documented Mitel product defects DPARs E mail notification of all new updated technical support documents Access to the Knowledge Base Over the phone technical consultation for product certified technicians during normal business hours 1 credit hr incident After hours support for non critical situations 1 5 credit hr incident System access system password reset other special services 3 credits flat rate some conditions apply Note Telephone support will not be provided to technicians without certification in the subject product Discontinued not on Price List Access to the Knowledge Base Over the Phone tech consultation during normal business hours 1 credit hr incident After hours support for non critical situations 1 5 credits hr incident Discontinued not supported Access to the Knowledge Base There will be no telephone support for these products In the event a system is totally out of service we will provide best effort support at a charge of 5 credits hr Self Help Solutions Checking the Knowledge Base The Knowledge Base is your source for product information covering
245. runks are operating normally on the primary and the alarm threshold is no longer exceeded then the system clear the trunk alarm During normal operation resilient trunks that are supported by the T1 E1 Combo MMC in the primary controller are Not Seizable on the secondary controller These Not Seizable trunks do not generate alarms on the secondary controller Instead the secondary controller includes the resilient trunks in the system total of the Inactive Trunks alarm category After a failover the secondary controller controls the resilient trunks The resilient trunks are temporarily listed in the Trunk alarm category of the secondary controller After the resilient trunks fail back to the primary controller the trunks reappear in the Inactive Trunk alarm category of the secondary controller Digital Link Alarms On the primary controller digital links that are associated with resilient trunks generate alarms if the links are not in a healthy state On the secondary controller the digital links for resilient trunks are included in the system total of the Digital Links alarm category Netsync Alarms You can program a resilient trunk on the primary controller as a netsync source However do not program a resilient trunk on the secondary controller as netsync source because the system will generate a minor netsync alarm Typically the alarm threshold is set such that a minor netsync alarm is generated if a netsync
246. rvice On a record or playback there was a problem writing to or ePresentative reading from the voice file cis the _doserrno value that is set when a write seek or read fails 4320 INFO stopch issued No action required Indicates port is being stopped as part of application shutdown 4321 INFO T STOP received Indicates port is being stopped as part of application shutdown 4323 ERROR vixd40 Event Error Code error Contact service There was an error when calling the Dialogic get event representative function getevt For details on the error look up the error code in the Dialogic reference guide 4324 FATAL vixd40 D 40 Driver Not Installed Make sure the VOXDRvV started Watch the bootup via a serial cable and PCPlus Otherwise contact service representative 4326 WARNING vixd40 Unable to set Parameters Contact your service Dialogic call to setxparm failed representative Page 7 of 16 237 Troubleshooting Guide Error c A Number Severity Description Solution Action 4327 INFO vtxd40 intlevel irq rc re Make sure phone The function startsys failed This is because there is system is up If something wrong with the VBPC interface problem persists contact your service representative 4328 INFO vtxd40 p ports available a installed hourlim h No action required vm model nom p The number of ports as indicated by the model number a The number of por
247. s No until TOOLS AND FEATURES appears 3 Press Yes and then press No until DHCP Trace appears 4 Press Yes and press the Up Down volume keys to view the results of the DHCP trace 5 To exit do one of the following When you return to DHCP TRACE press No Toreturn to the default display press Superkey Configuring Video Conferencing Parameters To configure video conferencing on the 5220 IP Phone Dual Boot 1 Access the Configuration Menu see page 194 2 Press No until TOOLS AND FEATURES appears 3 Press Yes and then press No until VIDEO CONFIGURATION appears 4 Press Yes VIEW PARAMETERS appears 5 Doone ofthe following Press Yes and then follow the prompts When you return to VIEW PARAMETERS press No MODIFY PARAMETERS appears To continue press No MODIFY PARAMETERS appears 6 Doone ofthe following Press Yes and follow the prompts to modify the video conferencing parameters store the changes and reboot the phone To set the factory default settings press Default and follow the prompts to set and store the factory defaults and reboot the phone Diagnosing Problems 7T To exit the current menu without a reboot Toreturn to the main menu press Yes at EXIT MENU Toreturn to the default display press Superkey Restoring Factory Default Settings Q Tip Restoring the factory default settings on the 5215 or 5220 IP Phone Dual Mode will erase the static network parameters
248. s change takes about 15 seconds to take affect Embedded MSDN DPNSS links are not seizable and the green LED is ON Faulty configuration Ensure that the Address for Message Control field in the Digital Link Descriptors form is set appropriately either A or B depending on the far end If the configuration is correct wait for about 1 minute until the every circuit has finished negotiating with the far end High number of slips Incorrect configuration of Network Synchronization form Ensure that the synchronization source being selected is to a digital PSTN trunk like PRI or T1 D4 Page 1 of 3 122 Trunking Table 35 MSDN DPNSS Link Troubleshooting Symptom Probable Cause Corrective Action User is unable to make an MSDN link call Programming error in Trunk Attributes form Ensure that the Trunk Attributes form is programmed correctly at both ends of the link Specifically dial in trunks must have an entry in the Absorb column Enter 0 if no digits are to be absorbed For example if the Trunk Attributes form of the Local system is programmed correctly but the form in the Remote System is not programmed correctly MSDN calls will succeed only from Remote to Local Calls made from Local to Remote will fail Outgoing calls links fail with re order tone Faulty configuration in ARS Ensure that the proper digits are being sent out get
249. s distributed 104 System Features Features M to O Table 30 Troubleshooting Features M to O Feature Symptom Probable Cause Corrective Action Language Selected language not There are exceptions for None Review the conditions Change appearing correctly on some languages on the described in the System 5235 IP Phone 5235 IP Phone Administration Tool online help under the Language feature Loudspeaker Unble to perform Attempting to perform None Loudspeaker Paging Paging loudspeaker paging Loudspeaker Paging feature is not supported in feature in handsfree mode handsfree mode Message The MWI lamps on ONS Programming incomplete 1 Verify that the circuit is Waiting sets fail to light when a or incorrect assigned an ONS OPS Circuit Indication message is left even Descriptor that has the though the circuit descriptor is configured to provide MWI Message Waiting Lamp field on set to Yes 2 Verify that CLASS CLIP phones have a Class of Service with the ONS CLASS CLIP Message Waiting field set to Yes 3 Verify that non CLASS CLIP phones have a Class of Service with the ONS CLASS CLIP Message Waiting field set to No In a network of PBX platforms where stations are programmed to have voice mailboxes off of a Message Server or Speech Server application that is centrally located at a main site the MWI fails to show the presence of new messages at the stations After the Syst
250. s when an ACD Hot Desk Agent is logged into an ACD The user profile for a hot desk agent supports up to 47 programmable keys If an agent is assigned 47 feature keys and then logs into an ACD hot desk set that has fewer than 47 programmable keys on it the extra keys are not accessible If one of these inaccessible keys is programmed as a line appearance calls for the line appearance will still ring at the phone To avoid this problem choose one device type that supports 13 programmable keys program a consistent layout for the buttons and provide printed button templates for each ACD hot desk set Emergency Call E911 Support Table 42 Emergency Call Support Troubleshooting Symptom Probable Cause Corrective Action Emergency calls do not trigger E911 local notification Calls placed on a designated emergency route do not trigger local notification E911 local notification will not be activated if an emergency hunt group is not fully programmed and a is call placed on a designated emergency route Refer to Mitel Knowledge Base article 04 1000 00020 for programming instructions 137 Troubleshooting Guide Table 42 Emergency Call Support Troubleshooting Symptom Probable Cause Corrective Action Emergency call does not trigger E911 local notification Enhanced 911 E911 operation not fully supported for the device There are
251. sage to a remote mailbox on another cluster 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 Make sure that all mailboxes excluding resiliency mailboxes have different numbers 4 Make sure that the mailbox length is the same for all nodes Enter the PNI before the mailbox number when addressing a message to a remote mailbox The voice messages for resilient users are received in their mailboxes on the secondary controller while the user devices are on the primary controller If a caller leaves the resilient user a voice message while the user s device is on the secondary controller the message is recorded in the user s mailbox on the secondary controller However if voice messages are being recorded in the mailbox on the secondary when the user s device is on the primary ensure that the voice mail server is configured correctly In a distributed voice mail configuration ensure that the user s voice mail server is on their extension s primary controller Message sent to a known valid user is returned with Failed to Deliver message 1 Ensure that the remote server is available 2 Ensure that the remote server has not failed over to its secondary server 3 Ensure remote node is programmed properly in the VM Network Servers form 4 If you have a centralized voice mail configuration make sure that the user s v
252. se 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 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 Runthe 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 87 Troubleshooting Guide Software Installation and Upgrade Table 23 FTP Server Errors in FTP server by default the FTP user defined in Vxworks is ftp and the password is ftp Error message on Possible Cause Corrective Action RTC shells Fail to load IIS PWS FTP server is not Go to your FTP site properties and re start FTP services file running or not installed OR Re install your FTP server The installation files are not 1 Check an
253. 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 Diagnosing Problems Checking the T1 E1 Combo MMC Indicators Figure 4 shows the location of the indicators on the T1 E1 Combo MMC PN 50004402 The LEDs show the status of the link while the link is associated with the primary controller Y ALARM INDICATOR RED AND YELLOW Input Q Failover STATUS INDICATOR GREEN IP 319 Figure 4 T1 E1 Combo MMC Indicators 223 Troubleshooting Guide Table 78 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 78 Meaning of T1 E1 Combo MMC Indicators Primary Controller Indicators Meaning Action ALARM Off STATUS Green Link is functioning properly No alarms present None ALARM Flashing Red STATUS Flashing Geen ALARM Red STATUS Off Primary controller has failed and the system has transferred support for the link to the T1 E1 Loss of T1 E1 signal MMC in the secondary controller Investigate reason for failure of primary controller See IP Device Resiliency on page 155 Check link connection ALA
254. sturb Call rings set when DND enabled The calls are incoming external calls Do Not Disturb DND only stops internal calls from ringing a user s telephone and returns busy tone to the caller None Feature functioning correctly Feature key Feature key programmed on set but it doesn t enable the feature For a feature key to function you must complete the required programming for the specified feature For example for the DND feature key to function you must program the DND feature through the System Administration tool forms See the System Features book in the System Administration Tool online help for feature programming Group page Phone in Page Group does Systemrestrictions prevent Ensure that COR and interconnect not receive page the phones from restrictions allow the paging and connecting with each other paged parties to connect Number of supported IP Ensure system has adequate Phones in the page group resources to support paging has been exceeded requirements Refer to the Engineering Guidelines for details Insufficient E2T resources to support the number of IP Phones Groups Key Incoming call to Multicall The 5560 IP Turret cannot None Not supported System and Group does not ring be a member of a Multicall Multicall Multicall line key on 5560 group even though it can IPT be assigned a Multicall line key in the Multiline Set Keys form Pag
255. switch is being used Full Half Auto Fixed Does your L2 switch have CDP enabled None spanning tree enabled or Port Fast enabled What is your speed setting 10 100 None Do the symptoms improve if the IP phone is set to auto and lock For controllers we recommend Access Port Mitel recommends setting Auto on phones In some unique PC network the IP phone may require to hard coding or setting to auto and lock mode Do the symptoms appear in hands free mode only or do they also occur via the handset None Do you have the assert information from the debug Configuration menu Assert value is saved in the debug mode and reports the last reason that the phone rebooted What type of phones are you using for example 5020 5220 5220 Dual Mode How many display phones are connected to the system Do any of the phones have PC applications associated with them These factors impact system perfomance Page 1 of 2 18 Introduction Table 3 IP Phone Information Question Answer Comment Is there a pattern For example does the None problem follow the phone Can you ping the IP phone Have you noted any display information None Have you tried increasing keepAlives up to None 1 minute via the System Administration tool registry entries Do you have a complex network for example multiple nodes and or sites If yes a networ
256. systems with Release 8 0 or higher software Upgrade Systems to Release 8 0 or later Record a Call Feature not available Advanced Voice Mail Purchase and enable Advance option not enabled Voice Mail option Record A Call requires the Advanced Voice Mail purchasable option Ring Groups Calls to group not The directory number Program the ring group s overflow overflowing to programmed call overflow destination directory number programmed as the overflow destination is invalid unsupported directory number destination with a directory number from one of the following station DNs broadcast group DNs attendant console DNs System speed call number hunt group DN ring group pilot DN 107 Troubleshooting Guide Features S to V Feature Table 32 Troubleshooting Features S to V Symptom Probable Cause Corrective Action Telephone Directory Support After exporting data to a Microsoft Excel spreadsheet you are unable to open the spreadsheet PC settings require modification to allow file to be launched To launch Excel Spreadsheets Disable the pop up blocker in your browser In Windows Explorer click Tools Folder Options Click the File Types tab nthe Registered File Types list select the XLS Microsoft Excel Worksheet type Click the Advanced button Clear the Browse in same window box Checkthe Confirm open after download
257. t 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 For example you might be unable complete the ARS Digits Dialed Assignment form until the ARS Routes form has been completed Synchronize the form data in order of form dependency 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 in the Remote Directory Number form at an element somewhere in the network and the change has been distributed Delete the inconsistent record from the Remote Directory Number form and reprogram it appropriately Page 2 of 2 171 Troubleshooting Guide Hunt Group or Ring Group Data Distribution Errors Table 60 Troubleshooting Hunt Group or Ring Group Data Distribution Errors Symptom Data distribution alarm is generated Data distribution errors related to resilient hunt groups or ring groups are displayed in the SDS Distribution Errors form Possible Cause Remote secondary controller does not support hunt group or ring group resiliency The controller that you have selected as the secondary is not running the required software Release 7 or later for hunt gro
258. t Mitel Technical Support RX CRC FCS Errors Packets received with CRC or FCS errors Equipment powering up or down Electrical noise on the LAN No action Check for improper routing of ethernet cables Hardware fault on transmitting device Replace faulty hardware Damaged defective cable Replace cable Bad cable termination at punch down block or at RJ 45 or RJ 71 connector Repair cable termination Wiring plant is substandard For 10BaseT the wire should be Cat 3 or better for 100Base T the wire should be Cat 5 or better Duplex speed mismatch Check that setting on both ends of the LAN segment are consistent Alignment Errors Packets received with alignment errors See RX CRC FCS Errors RX Symbol Errors Valid length packets received that had at least one invalid data symbol See RX CRC FCS Errors RX Fragments Packet fragments received Fragments are pieces of a packet The packet is usually fragmented due to a collision on the LAN Collisions and fragments are normal in a half duplex network Collisions and fragments should be minimal or non existent in a full duplex network RX Jabbers A jabber is a packet that is longer than 1518 bytes and has either a FCS CRC error or an alignment error The jabber protection circuitry on a network device has failed There is excessive electrical noise on the LAN Replace the defec
259. t communicating with the right controller Console PC does not have the proper IP address 1 Check DHCP lease to confirm if an expected IP address is assigned to TKB 2 If not assigned properly ensure that you enter the MAC address of TKB properly in the Multiline Sets form in System Administration Tool 3 Recycle the power of the TKB to ensure that the TKB is reloaded properly If the IP address of PC is on different subnet than the TKB make sure that the router between these two subnets is functional PC NIC has 802 1Q enabled on Data side while L2 switch is not configured to accept tagged frame on Native VLAN Disable 802 1Q on PC NIC Note Only use 802 1Q on PC if PC and TKB are on the same VLAN e g 2 which L2 switch accepts tagged frame on the specified VLAN 5550 IP Console fails to launch 5550 IP Console has been registered and IP console is reinstalled Delete the MAC address from IP Consoles form and then re register using the IP Console Configuration Wizard Start MN5550 IP console Tools Note Do not reinstall the IP Console software unless you need to new installation corrupted software etc You should always use the Configuration Wizard to register to a different controller User does not have local administration privileges Add local administration privileges for the user Unable to Display Page Error Message when you launch Internet 5550 IP Console is runnin
260. t customer documentation 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 Troubleshooting Guide To view the available documentation you will require Internet access high speed is recommended Internet Explorer 5 5 or later Adobe Acrobat Reader 4 0 or later Microsoft Word 97 or later Folio for SX 200 ICP SX 200 EL ML or SX 2000 LIGHT your Mitel OnLine user name and password required to access technical documentation user documentation is not password protected To access a technical document oo F ON Log onto Mitel OnLine Click Support and then click Product Documentation Bookmark this URL In the left frame select the product In the right frame click the document If you click a technical document you will be prompted for your Mitel OnLine username and password Enter your username and password and click Login To access a generic user guide or quick reference card click User Guides click the desired language at the top of the frame and then click the desired guide or quick reference card Introduction Resolving Technical Issues Use the following flowchart to resolve technical issues Ask a technician in your organization who is certified on the product and release to resolve the problem Are you certified on the product and
261. t 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 You can access this guide through Mitel OnLine From Mitel OnLine click Technical Support and then click Technical Support Network Program Guide under Downloads Telephone support falls into one of the following categories Current Products Telephone support is provided at no charge during normal business hours to Mitel certified technicians for the currently supported products Manufactured Discontinued Supported Telephone support is chargeable for the manufacture discontinued products Manufactured Discontinued Unsupported Telephone support is not available for manufactured discontinued products Access to all existing technical support bulletins for these products remains available through Mitel Online 11 Troubleshooting Guide Summary of Service Charges Table 1 Service Charges Products Free Support with subscription to Mitel TSN Chargeable Support Use TC credits to purchase Current all software releases currently on Price List excluding spares Access to Mitel OnLine Overthe phone technical consultation for product and release certified technicians during no
262. te 4001 Remote Directory Number 4001 Primary Element LEID 201 Routing Digits 2905 Secondary Element CEID 200 Routing Digits 2904 Hunt group pilot number 4001 is a resilient DN located on primary ICP with local element identifier LEID 201 and routing digits 2905 The hunt group s secondary ICP has CEID 200 and routing digits 2904 Command was issued on the primary ICP locate extension 4001 The number refers to a Hunt Group Pilot Number 4001 Primary Element LEID 201 Routing Digits 2905 Secondary Element CEID 200 Routing Digits 2904 Hunt group pilot number 4001 is a resilient DN located on the secondary ICP with a cluster element identifier CEID 200 and routing digits 2904 The hunt group s primary ICP has LEID 201 and routing digits 2905 Command was issued on the primary ICP locate feature extension 4001 The number refers to a Hunt Group Pilot Number 4001 Active Features Do Not Disturb Primary Element LEID 201 Routing Digits 2905 Secondary Element CEID 200 Routing Digits 2904 Hunt group pilot number 4001 is a resilient DN located on primary ICP with local element identifier CEID 201 and routing digits 2905 The secondary ICP has CEID 200 and routing digits 2904 Do Not Disturb is enabled for DN 4001 so the hunt group is not taking calls Command was issued on an other ICP Identifying the Status of a Resilient Device State Extension
263. tem on the PC Close the 5550 IP Console application The 5550 IP Console must be run as a standalone application on Windows 98 that is with no other application open while it is running 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 To access the administration tool or perform the administrative activity that the pop up blocker software is preventing you must allow pop ups from the 3300 ICP to your PC Page 1 of 7 130 Tools and Embedded Applications Table 39 System Administration Tool Troubleshooting Symptom Probable Cause Corrective Action When you connect to the 3300 ICP tools for the first time from a client PC you receive a warning that the site is not certified For example There is a problem with this website s securty certificate You need to install the trusted Mitel Root CA certificate on the client PC If the web server is accessed by an URL not matching a DNS or local host filename in the certificate a warning that the name in the certificate does not match the name of the site is displayed If you are using Internet Explorer 7 0 and the certificate is not installed a security window is displayed You must click Continue to
264. terface on the router for each VLAN make sure that the L2 switch is set to correctly access port for the corresponding VLAN subnet If there is one physical interface on the router for multiple VLANs ensure that this is a trunk port on the L2 Switch and ensure that this trunk port allows both native and voice LAN to pass through On the router subinterface ensure that the proper VLAN is associated to the remote subinterface Page 4 of 7 73 Troubleshooting Guide Table 18 IP Phone Registration Troubleshooting Error Message on Display Possible Cause Corrective Action TFTP load failure DHCP option 43 or 125 on 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 Firmware on controller is missing or corrupted 1 Confirm that the controller is connected to the network 2 For a Cisco L2 switch verify that the L2 switch is access port Voice LAN 3 For an HP L2 switch verify that the L2 switch is untagged Voice LAN 4 f the router is involved make sure that the router s MTU is set to 600 or more 1 Verify that the firmware ipp510bootenc bin etc is in the sysro tftp directory particularly if the user has
265. that the problem isn t being caused by another manufacturer s equipment Desk to determine if you have in Software Patches on consultation credits send in a purchase order Access the Online Services credits See Checking for Fixes page 13 To purchase technical Problem Details on page 16 Before making a call collect the information specified in Table 2 See Making a Support Call on page 19 Troubleshooting Guide S Y Ticket logged Access the Online Services Desk and update your ticket with any new information Do you have new information regarding the problem Access the Online Services Desk to determine the status of your ticket Service Consult with Software Solutions Support Technician Design N N 7 Zz co TSN Your Technical Support Network The Mitel Technical Support Network TSN provides authorized channel partners with the following services access through the Mitel OnLine website to up to date customer documentation the Mitel Knowledge Base the Online Service Desk OSD allowing you to view and update your Technical Support Tickets standard telephone support with current product releases during normal business hours after hours emergency telephone support e mail notification of new and updated technical documentation Introduction Bef
266. the ICP PBX Networking form blank at one or both of the systems Enter a value in the Signaling Inactivity Timer fields on both of the systems You cannot make XNET calls after a switch has been upgraded to a later version of software for example T37 6 or later Max Number of VoTDM Calls field in the XNET ICP PBX Networking form is not completed Complete the Max Number of VoTDM Calls field in the XNET ICP PBX Networking form Error when attempting to disable IP trunk option in the License and Option Assignment form If your system has the IP trunk option enabled and you decide to disable it you will receive an error message stating that XNET Networking IP Networking and Tenanting options cannot be changed from Yes to No To disable the IP Trunking option perform a full software installation and select your options without enabling IP Trunking Page 2 of 2 126 Trunking IP Trunking IP Networking Symptom Possible Cause Table 37 IP Trunk Troubleshooting Corrective Action IP trunk does not recover after router crash ICMP redirect is enabled 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 Turn on the routing protocol between
267. the PRI link characteristics 3 Enter ctcomplete in the comment field Ensure that you save the changes in the NSU 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 SIG in the Online Help Controller Module Configuration Dual T1 E1 Framer Configuration Link Descriptor Assignment Digital Link Assignment After the Digital Links form is completed the T1 E1 Framer status LEDs should come on This takes about 15 seconds Embedded PHI Links are not seizable Status LEDs show RED alarm Configuration or wiring Ensure that the ISDN cable is plugged into the correct RJ 45 port on the Dual T1 E1 MNC Verify that the ISDN cable is correctly wired Change the Termination Mode setting in the Digital Link Descriptors form either LT or NT This change takes about 30 seconds to take effect Embedded PRI links are not seizable Status LEDs show flashing GREEN Configuration Verify the Network Side QSIG Master setting in the ISDN Protocol form Check the Inverted D Channel setting in the Digital Link Descriptors form normally it is set to No Each of these changes takes approximately 30 seconds Page 4 of 7 118 Trunking Table 34 Digital Trunk Troubleshooting Symptom Probab
268. the front panel of the MXe Server Connect to the printer port to see the System initialization BIOS output If you don t see any BIOS output recheck the cables and make sure the APC is properly seated If you still don t see any BIOS output replace the APC MXe See the Application Processor Card section in the Install and Replace Units chapter of the Technician s Handbook for intructions Operating System not found No operating system image has been found on the hard disk Installation error Reinstall the software 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 Technician s Handbook Hard disk has crashed Replace the hard drive Refer to the Install and Replace Units chapter of the Technician s Handbook GRUB loading Problem with the Hard drive master boot record Reformat the hard drive If this doesn t solve the problem replace the hard drive using the instructions in the Install and Replace Units chapter of the Technician s Handbook Page 3 of 3 43 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 betw
269. the wiring in the jack is correct fthe wiring is incorrect then make the adjustment required and try the known good set again fthe set still does not work then the problem is in the wiring e Check the wiring from the known good point at periodic intervals If the Response is Busy e Is the telephone engaged in a call f Yes then the phone is functioning normally f No then the phone is not functioning normally take the following steps Disconnect the wiring going towards the phone at the internal frame e Connect a known good telephone to the internal frame wiring and verify that there is dial tone fthere is dial tone then there is a fault in the wiring fthere is no dial tone then it could be the D type connector Amphenol cable or a fault with the ASU Verify the integrity of the Amphenol by changing it out Caution If you change the Amphenol connector this will affect all users who are connected to that ASU If the Response is Manbusy Find out why the circuit was busied out Run the RTS location id gt command to return the circuit to service If the Response is Locked Out Disconnect the wiring going towards the phone at the internal frame e Connect a known good telephone to the internal frame wiring that connects to the Analog Service unit or peripheral cabinet and verify if there is dial tone e If there is dial tone then there is a fault in the wiring If there is no dial ton
270. tion error in the SDS Distribution Errors form See Resolving Pending Updates or Errors in the System Administration Tool online help Page 1 of 5 165 Troubleshooting Guide Table 58 Troubleshooting Sharing Operations Symptom Possible Cause Corrective Action 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 Shared form icon does not appear beside form name in System Tool Administration menu After you configure forms as shared you must log out and log back into the System Administration Tool to see the Shared form icons Data not being shared Data record exception is not working as expected Data sharing status of remote element is set to No Scope of sharing is not set correctly You must start sharing with the remote element See Start Sharing Data in the System Administration Tool online help Set the scope of the sharing See Identifying the Shared Data in the System Administration Tool online help Specific forms are not set as shared Ensure that the required forms are set to be shared See Identifying the Shared Data in the System Adm
271. tion failed is stored in error 1 Iseek into the MSG file failed 2 could not read the appropriate number of bytes from the MSG file 3 the box num was not found in the descriptor file Contact your service representative 6001 INFO Msg f mm dd hh mm for b deleted A voice message sent to a single mailbox has been deleted from the disk f filename mm month dd day hh hour mm minute b mbox 6002 INFO Msg f mm dd hh mm for b deleted A voice message sent to a multiple mailboxes has been deleted from the disk f filename mm month dd day hh hour mm minute b mbox 6003 INFO Msg f mm dd hh mm for b deleted A saved voice message is older than the limit specified for the mailbox The file will be deleted when it has been erased or has exceeded the age limit for all mailboxes the message was sent to f filename mm month dd day hh hour mm minute b mbox 6004 INFO Msg f mm dd hh mm for b deleted A voice message was saved by the mailbox owner This message appears only the first time a message is saved f filename mm month dd day hh hour mm minute b mbox No action required Page 14 of 16 244 Using Logs Error P e 7 N mber Severity Description Solution Action 6005 INFO Msg f mm dd hh mm for b deleted No action required A voice messag
272. tive Action The primary controller fails Route List Assignment form is Correct the route list programming over to the secondary but programmed incorrectly The Refer to the Resiliency Guidelines for users are unable to make route list programming on either T1 E1 trunk resiliency programming calls through the resilient the primary or secondary T1 E1 MMC in the controller is reversed secondary controller When the user attempts to make an outgoing call the System is unable to seize the T1 E1 trunk Page 2 of 2 Embedded Resilient Device Support Table 56 Troubleshooting Embedded Resilient Device Support Symptom Possible Cause Corrective Action Table 57 Troubleshooting SIP Resiliency Symptom Possible Cause Corrective Action 164 Voice Networking System Data Synchronization Sharing Operations Table 58 Troubleshooting Sharing Operations Symptom Possible Cause Corrective Action When you click the Sync button in Network Elements form you receive the following Internet Explorer script error Object doesn t support this property or method Internet Exporer security settings are preventing the synchronization 1 In Internet Explorer click Tools and then click Internet Options 2 Click the Security tab and then click Local internet 3 Click Sites and then click Advanced 4 Add the
273. tive network device Check that the LAN cabling is correctly installed e g cables should not be routed next to noise sources Page 1 of 3 183 Troubleshooting Guide Table 63 Frame Length Errors Counter Cause Corrective Action RX Source Address A count greater than one This is normal behavior Note that the Changes generally indicates that this use of repeaters hubs is not This count indicates the port is connected to an recommended number of times that the ethernet repeater or hub source address SA has changed on packets received on this port RX Oversize Frames Oversized frames are usually No action Oversize frames are packets with lengths of more than 1518 bytes that have good FCS values RX Undersize Frames Runts Undersize frames are packets with a length of less than 64 bytes that have good FCS values due to software bugs in applications running on network devices Collisions No action required Runts are normal when collisions occur Excessive noise on the LAN 1 Check for improper cabling e g ethernet cables routed too close to power lines or equipment 2 Check cable terminations for faults 3 Locate and replace defective network device TX Collisions This counter indicates the number of transmit collisions Half Duplex Operation In a half duplex environment collisions are normal and the rate of collisions will increase as the net
274. to why Even though there is no extra information associated with this message look at error message 4704 for the filename and associated error Contact your service representative 4716 ERROR X_record prev gro nnnnnnnn nnn not closed cur MSG msgnn vox This has only been seen with the current file being a mailbox file msgnn vox The previous file has been noted to be either a grp name or int file i e an actualmessage file a name file or a greeting file Listed below are the scenarios of when each has been reproduced grp When logged into the mailbox noted in the error message if 3 is entered to leave a memo and the prompt begins but the user hangs up before recording begins When logged into the mailbox noted in the error message if 2 is entered to send a message and the destination list is complete and the prompt has begun and the user hangs up before recording begins Mame No scenarios have been determined int No scenarios have been determined This has not been noted to cause any other problems so no action is required by the technician 240 Page 10 of 16 Using Logs Error Number Severity Description Solution Action 4717 ERROR Previous File not closed If this is an isolated While attempting to append to a message there wasa incident no action problem opening or writing to the existing file This required If this inclu
275. tomer reported issues and include last minute product changes that are not described in the latest documentation RNs are published for each new software release E mail Notification of new and updated TBs and RNs sends you an e mail twice a month that identifies all the new and updated TBs and RNs The e mail includes URLs to each document You can register for this optional service through Mitel OnLine Log into Mitel OnLine click Technical and then click Register Cancel Email Notifications Standard telephone support allows certified channel partner technicians to consult Mitel Network s Technical Support Specialists on current products during normal business hours For details see Making a Support Call on page 19 Caution You will be charged for support calls if the technician making the call is not certified up to the software release of the system or if the call pertains to a product or software version that has been manufacture discontinued After hours emergency telephone support outside of normal business hours certified technicians can consult with a Technical Support Specialist or a Support Manager for as sistance with resolving an emergency situation or with restoring service for an essential services site See What are After Hours Calls on page 19 for details e Online Service Desk OSD allows you to view the status of your active Technical Support Tickets and your technical credit statement Whenever changes
276. transmit packets discarded Due to lack of transmit resources e g transmit FIFO overflow or an internal MAC transmit error Contact Mitel Technical Support Excessive Collisions This counter indicates the total number of packets that failed to be sent after 16 collisions Loops in the network e g more than one active network connections to the same network device Remove redundant network connections or enable STP RSTP where appropriate Defective network device is not correctly sensing if the network is busy Replace defective network device Duplex mismatch Verify that duplex setting are consistent at both ends of LAN segment Busy network Reconfigure network into more segments by using bridges routers or ethernet switches Page 3 of 3 185 Troubleshooting Guide 186 A A FOKA Diagnosing Pro P4 Troubleshooting Guide 188 Diagnosing Problems Diagnostic Tools Table 64 lists the tools available to help you diagnose problems on a 3300 ICP system Tool Name Table 64 Diagnostic Tools Function Location Applies to Alarm Details Provides the definition and location of the alarms Alarm Email Sends an email notification to Notification specified personnel whenever a Minor Major or Critical occurs or whenever an existing alarm transitions to a different level Bandwidth Allows you
277. ts that the voice driver detected 0 no limit h The total number of storage hours available as indicated by the model number 0 no limit m This is the model number If 0 then the model has not been set This message is displayed on system startup when the phone system is configured when the fax finder is set with phone or CGM when a technician uses the technicians users interface to reset the ports when the D40 token is manually sent from CGM 4338 WARNING vixd40 Seek Error If this is not an isolated This seek occurs while a voice file is being queued up to incident contact your be played service representative 4341 WARNING vixd40 Error in Voice Code Contact your service This happens when the seek error from message 4338 It epresentative should not happen for any other reason 4342 WARNING vixd40 action action rc rc Contact your service Error occurred while trying to play a file representative noting the action and rc values 4344 ERROR vixd40 Mailbox mbox unlocked for slot slot No action required If all ports are idle there should not be any mailboxes that If this happens are locked Therefore this message is issued when a frequently contact mailbox was unlocked Service representative 4350 WARNING vixd40 Call to vb get cpid failed If vbpclog dat does not vb get cpid is a call to the VBPC driver that is done give enough through a vtgservice call to the VOXDRV information contact To exami
278. uired hardware revisions Page 3 of 5 62 Hardware Table 16 Specific Model Troubleshooting Phone Symptom Probable Cause Corrective Action A 5215 Dual Phone fails to boot up 802 1X port Configure username and Mode 5220 Set display shows Port authentication is enabled password on IP phone See Dual Mode Access Control Press in network but IP phone Configuring an Authentication 5235 5304 to Continue is not configured with a Username and Password on 5312 and username and page 199 5324 IP password OR Disable 802 1X support in the Layer 2 switch See Enabling or Disabling 802 1X Authentication on page 201 A 5215 Dual Phone fails to boot up 802 1X port Check the username and Mode 5220 Set display shows Port authentication is enabled password of the IP phone in Dual Mode or Access Failure in network IP phone is database of the RADIUS 5235 IP Rebooting not configured with server Configure the correct correct username and password username and password in the IP phone See Configuring an Authentication Username and Password on page 199 OR Erase the username and password that is stored in the phone See Erasing an Authentication Username and Password on page 200 Reboot the phone in order to re enter the username and password 802 1X port authentication is enabled in network PC is connected to network through IP Phone but PC is not co
279. untry loss level plan In the COS of the LS trunk disable ANI DNIS Delivery Trunk In the License and Option Selection form ensure that the Country field is set correctly for the system The Country setting determinse the default language dialing plan tone plan and loss and level plan for the system Refer to the Hardware Technical Reference Manual for tables that list the Loss Level Plans You can also check with the Mitel Regional Sales office to find out the most appropriate setting for your region Incorrect Balanced Network Setting or Trunk Category in the Trunk Circuit Descriptor form for the trunk Use the Line Quality Measurement tool in the System Administration Tool to determine the correct settings Inadequate system grounding Ensure that the Protective Ground on the rear panel of the controller ASU or Peripheral Cabinet is connected to a solid ground Refer to Appendix B in the Hardware Technical Reference Manual for additional grounding information Poor audio quality occuring intermittently on LS trunks If incoming calls arrive from trunks that are members of a trunk hunt group an audio quality problem on a trunk in the group will appear as an intermittent problem on the phones Use the Line Quality Measurement tool in the System Administration Tool to check the settings of each LS trunk in the hunt group Page 2 of 4 112 Trunking Table 33 Trou
280. up resiliency or Release 8 0 or later for ring group resiliency Corrective Action Install the required software on the secondary controller or select a different controller that is running the required software as the secondary controller Then delete the distribution error updates Hunt group or ring group already exists on remote secondary controller When you enable resiliency for a group in the Hunt Group Assignment or Ring Group Assignment form the system adds the group data to the secondary controller If a group with the same pilot number already exists on the secondary controller the add group operation fails To fix this problem you must Delete the hunt group or ring group from the secondary controller and then retry the updates from the SDS Distribution Errors form or Disable resiliency for the hunt group or ring group delete the corresponding error updates and leave the two hunt or ring groups separate or Perform a synchronization of the hunt group or ring group data from the primary controller to the secondary controller Page 1 of 2 172 Voice Networking Table 60 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 co
281. ut dB This T1 parameter ensures reliable operation of the network Select from 0 7 5 15 or 22 5 dB Your carrier can advise you of the correct setting The default is 0 dB DSX 1 Line Length Ft 0 133 feet Extended Super Frame No Inverted D channel DPNSS only Yes For E1 only CRC 4 Enabled No in North America Yes in Europe E1 Line Length Ft 0 133 E1 Impedance Ohms 120 Note For E1 only 90 of E1 service providers in Europe require that you set the CRC 4 Enabled option to Yes Please consult with your service providers for proper settings Note For DASS DPNSS E1 setthe CRC 4 Enabled option to No 50 Page 1 of 3 Hardware Table 14 Embedded Module Troubleshooting Hardware Symptom Probable Cause Corrective Action Dual Framer After installing a Dual Protocol type not After a digital link has been T1 E1 Framer T1 E module programmed programmed you must use the Module and programming a ISDN Protocol form to program Digital Link Descriptor in the protocol type the Digital Links form the System Configuration Trunks Framer module LED Digital Trunks ISDN PRI appears red If you T1 Protocol Assignment pero ESTAT E As soon as a protocol is maintenance command the PLID shows No card assigned 3 STAN oume carg installed at requested wal Soy a valle SHE ean a slot A loopback not seizable or idle connector Pins 1 2
282. was not dialing a telephone is dialing a number when the page was number when the Direct made Page is received User hears reorder busy The IP page group has Reduce the number of IP device tone when attempting a exceeded the maximum members to 64 or less direct page limit of 64 IP devices One or more IP sets has Ensure that none of the sets that reset during paging setup you attempted to page are in the process of being reset DSS BLF key Cannot program a You are trying to assigna 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 Check that the DSS BLF keys are programmed in the Remote Busy Lamps form on the remote system If not complete the DSS BLF key programming on the remote system See the Direct Station Select Busy Lamp Field feature in the System Administration Tool online help for instructions Phone is not ringing for entire ring cycle when a DSS BLF key is used to place the call DSS BLF key set to Ring which provides single burst ringing In the Multiline Set Keys form set the DSS BLF key to Ring Cont Page 1 of 2 102 System Features Table 28 Troubleshooting Features D to G Feature Symptom Probable Cause Corrective Action Do Not Di
283. wireless NIC 2 Reboot PC The online upgrade procedures fails and the MCD Software Installer tool presents the following error message The username provided couldn t log in Controller is not licensed for IP Networking or XNET Choose Offline Upgrade or do full install MCD Software Installer tool displays Unable to retrieve specified file error when executing step 1 of the tool The MCD Software Installer tool looks for a file entitled swrevs in the FTP Server s default local path folder The tool will not proceed to step 2 without this file being present Refer to Mitel Knowledge Base article 07 4409 00026 Page 5 of 7 134 Tools and Embedded Applications Table 39 System Administration Tool Troubleshooting Symptom Probable Cause Corrective Action Unable to turn off Windows XP Firewall before using the MCD Software Installer 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 In this case if you select the PC running the SI tool as the FTP source for the 3300 ICP installation files the file transfer will be blocked by the Windows XP SP2 firewall Go into the PC services and stop the Following Service Windows Firewall Internet Connection Sharing ICS This should disable the Windows Fir
284. work traffic increases There might be a problem in the network if the rate of collisions increases without a corresponding increase in network traffic Practical network bandwidth utilization is about 70 96 If the network is experiencing an excessive number of collisions it could be an indication that the network is becoming congested Full Duplex Operation Collisions should be minimal in a full duplex network Collisions in half duplex networks are normal Collisions in full duplex networks should be minimal Page 2 of 3 184 Local Area Network Table 63 Frame Length Errors Counter Cause Corrective Action Multiple Collisions This counter indicates the number of times that a transmitted packet encountered more than one collision but fewer than 16 This counter increments only if the device is in half duplex mode See Excessive Collisions See Excessive Collisions TX Late Collisions This counter indicates the number of transmit late collisions Excessive round trip distance for packets in half duplex networks Network violates IEEE 802 3 standard for physical network length or there are too many more than 3 repeaters hubs in the network Ensure that network design is IEEE 802 3 compliant Defective network device is not correctly sensing that the network is busy Locate and replace defective network device TX Discards The total number of
285. ymptom Probable Cause Corrective Action E2T fails to initialize 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 1 Secure telnet to lt RTC IP Address gt port 2007 E2T serial port on the MXe 2 Secure telnet to lt RTC IP Address port 2002 VxWorks shell on the RTC 3 At the VxWorks shell enter ToggleCpu 1 to reset the E2T card Note that if the RTC was able to communicate with the E2T prior to the initialization failure this command will reboot the controller 4 Watch the port 2007 E2T telnet session 5 Hit 3 spaces to interrupt the boot process 6 Verify the bootline parameters E2T card defective Check the Hardware Compute Cards form in the System Administration Tool If the IP Address for Slot 2 displays Not Responding replace the E2T card RTC is set up with a different virtual LAN vlan From the RTC shell remove the vlan using the cv command Unable to communicate with MXe You are attempting to use port 2 to access the MXe contorller but the Layer 2 IP address is not programmed Use port 1 to access the MXe controller Then launch the System Administration Tool and program the Layer 2 IP address Page 1 of 2Page 1 of 2Page
286. ystem data synchronization troubleshooting 165 System identifier 16 28 System management tools troubleshooting 130 T T1 trunk unstable 116 T1 E1 combo MMC indicators 223 T1 E1 resiliency alarms 222 T1 E1 trunk resiliency controlling failover failback 221 status of trunks 221 troubleshooting 163 TBs 9 Index Technical bulletins 9 issues resolving 5 Services 15 support network 8 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 108 Telephone support after hours 10 obtaining 15 standard 10 Tenovis PBX 118 TFTP fail 76 TFTP load failure 74 Tickests technical support 8 Tools diagnostic 189 Transfer 108 Troubleshooting analog service unit 46 analog trunks 111 audio file downloads 135 automatic call distribution 136 backups and restores 90 bandwidth management 151 clustering 151 controllers 25 desktop user tool 135 digital trunks 115 DSU cabinet 49 E911 support 137 embedded BRI 120 embedded modules 50 embedded PRI 118 embedded voice mail 138 gateways 47 hardware 33 hot desking 137 IMAT 135 initial setup 25 IP console 82 IP trunks 127 LAN 179 licensing 28 methodology 3 MSDN DPNSS links 122 Multi node management 152 MXe Server 41 NSU 44 peripheral cabinets 47 Phone audio quality 78 phone boot sequence 201 phone connection 77 phones 51 resiliency 155 SDS 165 SIP 164 SIP

3300 ICP Troubleshooting Guide (MCD 5.0)

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