Avaya 3100 Mobile Communicator User's Manual
Contents
1. Call origination problem analysis 46 Troubleshooting corporate directory search problems 51 Corporate directory search problem scenario setup 52 Corporate directory search problem analysis 54 Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 New in this release The following sections details what s new in Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 for Avaya 3100 Mobile Communicator Release 3 1 e Features page 7 e Other changes page 7 Features For information about all the Avaya 3100 Mobile Communicator Release 3 1 features see Avaya 3100 Mobile Communicator Fundamentals NN42030 109 Other changes The following changes were made for Avaya 3100 Mobile Communicator Release 3 1 Updated the list of referenced books e Retitled System recovery chapter to Troubleshooting unresponsive systems e Renamed Web Console to Web Administration Console Revision history July 2010 Standard 02 03 This document is issued to support Avaya 3100 Mobile Communicator Release 3 1 This document contains editorial changes November 2009 Standard 02 02 This document is issued to support Avaya 3100 Mobile Communicator Release 3 1 Information was updated in Changing the Avaya 3100 Mobile Communicator Web Console password page 13 and Performing a packet capture page 25 Resetting the Web Administration Console administrator password page 14 was added October 202. Look for the 180 ringing message from the call server to the gateway and determine if the gateway sends the 200 OK message to the client If the 200 OK message does not appear check the configuration of the client on the gateway Look for an HTTP POST request with the user s phone number that the Avaya 3100 Mobile Communicator Client user requested to answer the call If an HTTP POST request is not available with the user s phone number check the configuration of the client on the gateway In the packet capture look for the INVITE message from the Avaya 3100 Mobile Communicator Gateway to the answer destination If the INVITE message is not present check the configuration of the client In the packet capture look for the INVITE message from the UEXT contains the correct Request URI If the INVITE message from the UEXT does not contain the correct Request URI check the configuration of the URI Look for a valid dialable number that the user is trying to answer If the calling number is not valid check the configuration of the calling number If the problem is intermittent look for the difference between a trace that works and one that does not It may indicate a Firewall policy issue for a port If the problem is not intermittent send the scenario configuration packet captures and logs to Avaya for analysis End Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 Tr
3. Communicator Gateway 2 If you cannot ping the Avaya 3100 Mobile Communicator Gateway check the status of the Avaya 3100 Mobile Communicator Gateway Connect the mobile device to the computer with a USB cable Start Microsoft ActiveSync on the computer On the mobile device select Start Internet Explorer Da a Ff Ww Browse to the Over the air download webpage to verify that the device can contact the Avaya 3100 Mobile Communicator Gateway Web Server Depending on the type of security implemented on your system enter one of the following http lt IP Address or FQDN of 3100 MCG gt 8080 m OR https lt IP Address or FQDN of 3100 MCG gt 8443 m 7 If the Over the air download page can be accessed then you have a data connection Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 30 Troubleshooting data connections between Avaya 3100 Mobile Communicator Client for Windows Mobile and the gateway 8 10 If the Over the air download page cannot be accessed try accessing www avaya com If you can access the Avaya web site but cannot access the Over the air download site check the status of the network supporting the connection between the Avaya 3100 Mobile Communicator Gateway to Avaya 3100 Mobile Communicator Client If you cannot access any web site see your Windows Mobile support documentation to restore basic web browsing capability End Avaya 3100 Mobile Communicator
4. Troubleshooting NN42030 700 02 03 15 July 2010 31 Troubleshooting client log in problems Use this section to troubleshoot problems with client log ins Figure 1 Troubleshooting tree for client log in problems page 31 shows the troubleshooting tree for this problem Figure 1 Troubleshooting tree for client log in problems Troubleshooting client log in problems Log in problem Check SPS scenario setup endpoint configuration for the client Client log in problem analysis Using the above tree you start the analysis using the following steps 1 Do all clients have this problem If so check the SPS endpoint configuration 2 If only a few clients have this problem set up the scenario with one client as described in Log in problem scenario setup page 32 to capture the information 3 Analyze the information captured as described in Client log in problem analysis page 34 Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 32 Troubleshooting client log in problems Log in problem scenario setup This procedure captures the information required for analysis of the problem Figure 2 Log in problem scenario setup tree Step 1 Log in problem scenario setup Capture packets Capture logs open packet capture in Wireshark Procedure steps Action Configure a client to use HTTP instead of HTTPS Using HTTP means the packets are not encrypted an
5. NN42030 700 02 03 15 July 2010 Corporate directory search problem analysis 55 Figure 17 Corporate directory search problem analysis part 2 Is the mapping of Correct the LDAP attributes LDAP attribute correct mappings Work with your corporate administrator to determine the cause of the problem Procedure steps Step Action 1 In the packet capture look for the HTTP POST request from the client that contains the directory search request 2 If the HTTP POST request is not present check the configuration of LDAP server URL 3 Check for the Avaya 3100 Mobile Communicator Gateway bind with the LDAP server 4 If the Avaya 3100 Mobile Communicator Gateway does not bind with the LDAP server check the configuration of LDAP username and password 5 In the packet capture look for the LDAP query request results Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 56 Troubleshooting corporate directory search problems 6 If the LDAP query request does not return results check the corporate directory server logs for more information 7 Look for the mapping of the phone numbers to LDAP attributes on the Avaya 3100 Mobile Communicator Gateway 8 If the mapping of the phone numbers to LDAP attributes is correct work with your corporate directory administrator to determine the cause of the problem 9 If the mapping of the phone numbers to LDAP attributes is not correct on the Avaya 3100 Mobil
6. analysis 35 Figure 4 Client log in problem analysis part 2 A Access OTA page Can device P g Check Web from a PC inside teh NO access OTA server status Enterprise network Check client Check firewall configuration port configuration Prerequisites e Log in problem scenario setup page 32 Procedure steps Step Action 1 In the packet capture look for the HTTP POST request You can see the user name and other details in the XML body of the message If the HTTP packet for the client does not exist go to step 6 In the packet capture using the URL fields of the HTTP POST look for the STP response for the log in attempt to the SPS 4 If the log in succeeded the SIP message contains the reason that the log in is rejected Correct the associated issue Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 36 Troubleshooting client log in problems 10 If the log in failed e Check that the Avaya 3100 Mobile Communicator Gateway is registered to the SPS e Check the availability of licences on the Avaya 3100 Mobile Communicator Gateway Attempt to access the Over the Air OTA download site from the device browser If the OTA page is accessible then it is likely that the client is not configured correctly Check the client configuration parameters If the OTA page is not accessible attempt to access the OTA page from a PC inside the Enterprise network If the OTA pag
7. and restart the system Reset the clock and restart the system Contact the licensing server administrator If the recommended solution fails to correct the problem or if the problem is not listed contact the administrator of the licensing server for assistance Before contacting the administrator Using log file Ensure that the date time and time zone for the system is synchronized with the licensing server Check the network connection between your system and the licensing server route DNS Check the most recent error message on the Gateway Configuration screen Restart the server S The Avaya 3100 Mobile Communicator Gateway automatically generates the following log files Boot log Avaya 3100 Mobile Communicator Gateway Alarms log Avaya 3100 Mobile Communicator NN42030 700 02 03 Troubleshooting 15 July 2010 Using log files 21 e Avaya Gateway log Server log e Error log The log files are generated on a daily basis with the current day s output overwriting the output from preceding day Use the following procedures to handle the log files e Downloading all log files page 21 e Downloading an individual log file page 22 Sorting the log files page 22 e Opening a log file page 23 Downloading all log files You can download all the log files from the Avaya 3100 Mobile Communicator Gateway to a folder on your PC for analysis Prerequisites You must be l
8. definitions Variable lt password gt The password associated with the nortel userid For information about the default nortel password see Linux Platform Base and Applications Installation and Commissioning NN43001 315 Accessing the server command line as superuser Use this procedure to access the server command line as root Prerequisites e You require the password to the nortel userid on the server e You require the password to the superuser root userid on the server Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 16 Accessing the system Procedure steps Step Action Use SSH to connect to the server At the userid prompt enter nortel At the password prompt enter lt password gt To become the root user enter su root a A AO N At the prompt enter lt root_password gt End Variable definitions lt password gt The password associated with the nortel userid For information about the default nortel password see Linux Platform Base and Applications Installation and Commissioning NN43001 315 lt root_password gt The password associated with the superuser For information about the default superuser password see Linux Platform Base and Applications Installation and Commissioning NN43001 315 Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 17 Troubleshooting unresponsive systems This chapter describes
9. 02 03 15 July 2010 14 Accessing the system Variable New password New password for the Admin server Secure passwords use a mix of letters numbers and alphabetic characters and can be up to 19 characters in length Confirm New Password New password for confirmation Resetting the Web Administration Console administrator password Use this procedure to reset the Avaya 3100 Mobile Communicator Web Administration Console administrator password Prerequisites You must be logged in to the server as nortel For more information see Accessing the server command line as nortel page 15 Procedure steps Step Action 1 Enter the following command su If prompted enter the root password 2 Enter the following command opt MobilityGateway etc resetadminpw sh The tool changes the administrator password to password Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 Accessing the server command line as superuser 15 Attention Avaya recommends that you immediately change the password to a more secure password End Accessing the server command line as nortel Use this procedure to access the server command line as nortel Prerequisites e You require the password to the nortel userid on the server Procedure steps Step Action 1 Use SSH to connect to the server 2 At the userid prompt enter nortel 3 At the password prompt enter lt password gt End Variable
10. 09 Standard 02 01 This document is issued to support Avaya 3100 Mobile Communicator Release 3 1 Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 8 New in this release June 2009 Standard 01 03 This document is issued to support Avaya 3100 Mobile Communicator Release 3 0 SU3 Changes were made to technical content January 2009 Standard 01 02 This document is issued to support Avaya 3100 Mobile Communicator Release 3 0 Changes were made to Downloading all log files page 21 Downloading an individual log file page 22 Sorting the log files page 22 and Performing a packet capture page 25 September 2008 Standard 01 01 This document is issued to support Avaya 3100 Mobile Communicator Release 3 0 Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 Overview Navigation References This document provides information about the troubleshooting of the Avaya 3100 Mobile Communicator Accessing the system page 11 Troubleshooting unresponsive systems page 17 Troubleshooting and maintenance of Avaya 3100 Mobile Communicator page 19 Troubleshooting communication and network problems page 25 Troubleshooting data connections between Avaya 3100 Mobile Communicator Client for Windows Mobile and the gateway page 29 Troubleshooting client log in problems page 31 Troubleshooting call termination problems page 37 Troubles
11. AVAYA Avaya 3100 Mobile Communicator Troubleshooting Release 3 1 Document Revision 02 03 NN42030 700 Avaya 3100 Mobile Communicator Release 3 1 Publication NN42030 700 Document release date 15 July 2010 2008 2010 Avaya Inc All Rights Reserved Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes Documentation disclaimer Avaya shall not be responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation s provided by Avaya Avaya is not responsible for the accuracy of any information statement or content provided on these sites and does not necessarily endorse the products ser
12. Click a tab at the top of the Avaya 3100 Mobile Communicator Web Console to view the corresponding page End Variable definitions lt IP address hostname gt The name of the Avaya 3100 Mobile Communicator Gateway server in fully qualified domain name FQDN format or the IP address of the server Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 Changing the Avaya 3100 Mobile Communicator Web Console password 13 Changing the Avaya 3100 Mobile Communicator Web Console password Change the Avaya 3100 Mobile Communicator Web Console password from the default password Prerequisites e You must be logged into the Avaya 3100 Mobile Communicator Web Console as administrator For more information see Logging on to the Avaya 3100 Mobile Communicator Web Console as an administrator page 11 Procedure steps Step Action 1 On the Avaya 3100 Mobile Communicator Web Console main page click the Tools tab 2 In the Admin Server Password section in the Current Password box type the current password Attention Passwords are case sensitive In the New Password box type a new password In the Confirm New Password box retype the new password In the Admin Server Password section click Save End Variable definitions Current Password Existing password The default password for new servers is password Avaya 3100 Mobile Communicator Troubleshooting NN42030 700
13. HALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVAYA Copyright Except where expressly stated otherwise no use should be made of the Documentation s and Product s provided by Avaya All content in this documentation s and the product s provided by Avaya including the selection arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases You may not modify copy reproduce republish upload post transmit or distribute in any way any content in whole or in part including any code and software Unauthorized reproduction transmission dissemination storage and or use without the express written consent of Avaya can be a criminal as well as a civil offense under the applicable law Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information regarding distributed Linux OS source code for thos
14. age is not present check the configuration of the call destination 7 In the packet capture look for valid source and destination numbers Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 10 11 12 13 14 15 16 17 Call origination problem analysis 49 If the source and destination numbers are not valid correct the configuration of the numbers In the packet capture look for a valid incoming service DN call If the incoming Service DN call is not valid correct the incoming Service DN Look for valid called number in the current dial plan If the called number is not a valid number correct the dial plan In the packet capture look for the P Asserted ID message for the call attempt from the Avaya 3100 Mobile Communicator Gateway lf the P Asserted ID is not routable correct the P Asserted ID configuration Try making a call to the device directly If you can call the device directly send the scenario configuration packet captures and logs to Avaya for analysis If the incoming calls to the device does not work correct the call server dial plan End Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 50 Troubleshooting call origination problems Avaya 3100 Mobile Communicator Troubleshooting WAT NN42030 700 02 03 15 July 2010 51 Troubleshooting corporate directory search problems Use this section to troubleshoot
15. an administrator page 11 Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 26 Troubleshooting communication and network problems Procedure steps Step Action 1 Click the Tools tab 2 Scroll to the Packet Capture section 3 In the redundant configuration select a gateway 4 Click Capture 5 Wait for the packet capture to be performed then click Stop 6 Click Save 7 Navigate to the folder where you want to save the dump cap log file 8 Click Save The dump cap log file is saved End Disabling Wireshark packet checksum verification You need to disable Wireshark packet checksum verification before you can work with the captured packets Attention When you view the packet captures from the Avaya 3100 Mobile Communicator Gateway packet capture utility the trace contains incorrect checksums The incorrect checksums occur because the network interface on the Avaya 3100 Mobile Communicator Gateway performs checksum off loading meaning that the network interface adds the checksum to the packets instead of the operating system TCP IP stack During the capture process the host operating system sends the packets being captured directly to the capture interface without the addition of a checksum Wireshark performs checksum verification Packet checksum errors can prevent TCP reassembly so you need to disable Wireshark checksum verification The following procedure provides the st
16. ce the problem If the problem does not reproduce you need to check the certificates If the problem reproduces start the packet capture Reproduce the problem Stop the packet capture Attention Keep the packet traces as small as possible especially in a busy system Capture the logs Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 Corporate directory search problem scenario setup 53 You capture the logs now so that you have complete information in case you need to involve Avaya Open the packet capture in Wireshark In the filter field enter HTTP SIP Attention In the filter means logical or The character on most PC keyboards is Shift End Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 54 Troubleshooting corporate directory search problems Corporate directory search problem analysis Use this process to analyze the data captured Figure 16 Corporate directory search problem analysis part 1 Corporate directory search problem analysis Is the HTTP POST request present Can the Avaya 3100 Mobile Communicator Gateway bind to the LDAP server Does the LDAP query return results Check configuration of LADP server URL Check configuration of the LDAP user name and password Check the corporate directory server logs for more information Avaya 3100 Mobile Communicator Troubleshooting
17. changes 7 Overview 9 References 9 Accessing the system 11 Logging on to the Avaya 3100 Mobile Communicator Web Console as an administrator 11 Logging on to the Avaya 3100 Mobile Communicator Web Console as an administrator 11 Changing the Avaya 3100 Mobile Communicator Web Console password 13 Resetting the Web Administration Console administrator password 14 Accessing the server command line as nortel 15 Accessing the server command line as superuser 15 Troubleshooting unresponsive systems 17 Troubleshooting and maintenance of Avaya 3100 Mobile Communicator 19 Troubleshooting license file problems 19 Using log files 20 Downloading all log files 21 Downloading an individual log file 22 Sorting the log files 22 Opening a log file 23 Troubleshooting communication and network problems 25 Performing a packet capture 25 Disabling Wireshark packet checksum verification 26 Troubleshooting data connections between Avaya 3100 Mobile Communicator Client for Windows Mobile and the gateway 29 Troubleshooting client log in problems 31 Log in problem scenario setup 32 Client log in problem analysis 34 Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 Troubleshooting call termination problems Call termination problem scenario setup 38 Call termination problem analysis 40 37 Troubleshooting call origination problems 43 Call origination problem scenario setup 44
18. d removes the use of certificates Reproduce the problem If the problem does not reproduce you need to check the certificates If the problem reproduces start the packet capture Reproduce the problem Stop the packet capture Attention Keep the packet traces as small as possible especially in a busy system Capture the logs You capture the logs now so that you have complete information in case you need to involve Avaya Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 Log in problem scenario setup 33 Open the packet capture in Wireshark In the filter field enter HTTP SIP Attention In the filter means logical or The character on most PC keyboards is Shift End Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 34 Troubleshooting client log in problems Client log in problem analysis Use this process to analyze the data captured Figure 3 Client log in problem analysis part 1 Client log on problam analysis Is there an HTTP packet for the dient in the capture Ensure the Avaya 3100 MCG is registered to the SPS Is there a SIP message from the dient to the SPS Check license availability Examine SIP messaging to see reason for example the SPS rejected the call and correct the issue Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 Client log in problem
19. e Communicator Gateway check the LDAP attribute mappings End Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010
20. e Products that have distributed the Linux OS source code and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site http support avaya com Copyright Trademarks The trademarks logos and service marks Marks displayed in this site the documentation s and product s provided by Avaya are the registered or unregistered Marks of Avaya its affiliates or other third parties Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark Nothing contained in this site the documentation s and product s should be construed as granting by implication estoppel or otherwise any license or right in and to the Marks without the express written permission of Avaya or the applicable third party Avaya is a registered trademark of Avaya Inc All non Avaya trademarks are the property of their respective owners Downloading documents For the most current versions of documentation see the Avaya Support Web site http www avaya com support Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http Avww avaya com support Contents New in this release 7 Features 7 Other
21. e is accessible check the firewall port configuration If the OTA page is not accessible check the Avaya 3100 Mobile Communicator Gateway web server status and restart the processes if necessary End Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 Troubleshooting call termination problems Use this section to troubleshoot problems with call termination Figure 5 Troubleshooting tree for call termination problem page 37 shows the troubleshooting tree for this problem Figure 5 Troubleshooting tree for call termination problem Troubleshooting call termination problems Call the client from a desk phone on the same Call server Check the trunking configuration Is the call successful Call termination problem scenario setup Call termination problem analysis Using the above tree you start the analysis using the following steps 1 Using a desk telephone that is configured on the same call server as the UEXT of the client make a call to the client 2 If the call can be made check the trunking configuration Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 38 Troubleshooting call termination problems 3 If the call cannot be made set up the scenario with one client as described in Call termination problem scenario setup page 38 to capture the information 4 Analyze the information captured as described in Call te
22. eps for Wireshark Version 0 99 6a SVN Rev 22276 For more information see the Wireshark documentation for your version of Wireshark or visit www wireshark org Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 Disabling Wireshark packet checksum verification 27 Procedure steps Step 1 2 Action From the Wireshark Edit menu select Preferences In the left pane of the Preferences dialog box expand Protocols In the left pane of the Preferences dialog box select TCP and clear the Validate the TCP checksum if possible check box In the left pane of the Preferences dialog box select UDP and clear the Validate the UDP checksum if possible check box Click Apply Click OK End Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 28 Troubleshooting communication and network problems aaa Avaya 3100 Mobile Communicator Troubleshooting WAT NN42030 700 02 03 15 July 2010 29 Troubleshooting data connections between Avaya 3100 Mobile Communicator Client for Windows Mobile and the gateway Use this procedure to identify where problems originate when experiencing data connection problems between Avaya 3100 Mobile Communicator Gateway and Avaya 3100 Mobile Communicator Client for Windows Mobile Procedure steps Step Action 1 Ping the Avaya 3100 Mobile Communicator Gateway from a PC to verify data connectivity of the PC to the Avaya 3100 Mobile
23. hooting call origination problems page 43 Troubleshooting corporate directory search problems page 51 For more information see the following documents Avaya 3100 Mobile Communicator Fundamentals NN42030 109 Avaya 3100 Mobile Communicator for BlackBerry User Guide NN42030 101 Avaya 3100 Mobile Communicator for Nokia User Guide NN42030 102 Avaya 3100 Mobile Communicator for Windows Mobile User Guide NN42030 107 Avaya 3100 Mobile Communicator for iPhone User Guide NN42030 111 Avaya 3100 Mobile Communicator Web User Interface User Guide NN42030 110 Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 10 Overview e Avaya 3100 Mobile Communicator Administration and Security NN42030 600 e Avaya Deployment Guide NN42040 301 Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 11 Accessing the system This module provides information about the ways to access the system from the Web Administration Console and from the command line Navigation e Logging on to the Avaya 3100 Mobile Communicator Web Console as an administrator page 11 e Changing the Avaya 3100 Mobile Communicator Web Console password page 13 e Resetting the Web Administration Console administrator password page 14 e Accessing the server command line as nortel page 15 e Accessing the server command line as superuser page 15 Logging on to the Avaya 3100 M
24. ll termination problem analysis part 1 Call termination problem analysis Is there an INVITE from the UEXT present Did the MCG 3100 send the 200 OK message to the clien is there an HTTP POST request with the user s phone number Check configuration of call server Check configuration of the client on the gateway Check configuration of cient on the gateway Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 Call termination problem analysis 41 Figure 8 Call termination problem analysis part 2 Does the INVITE Check from MCG 3100 configuration of to client succeed the client Does the INVITE from the VEXT Nagana configuration of contain the correct URI Request URI Check configuration of the calling number Send scenario Is the problem configuration intermittent packet captures and logs to Avaya for analysis Analyze difference between one that works and one that doesnt may indicate a firewal policy issue for a port Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 42 Troubleshooting call termination problems Prerequisites Call termination problem scenario setup page 38 Procedure steps Step 1 10 11 12 13 14 Action In the packet capture look for the INVITE message from the UEXT If the INVITE message is not present check the configuration of the device on the call server
25. mbers Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 Call origination problem analysis 47 Figure 12 Call origination problem analysis part 2 Correct the configuration of the numbers Are the source and destination numbers valid Is the incoming Correct the Service DN incoming Service correct DN Is the called i number a valid Correct the dial number plan Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 48 Troubleshooting call origination problems Figure 13 Call origination problem analysis part 3 Is the Correct the P Asserted ID P Asserted ID routable configuration Do the incoming Correct the call one server dial plan device work Send scenario configuration packet captures and logs to Nortel for analysis Prerequisites e Call origination problem scenario setup page 44 Procedure steps Step Action 1 In the packet capture look for the HTTP POST request from the client that contains the call attempt request 2 If the HTTP POST request is not present check the configuration of the mobility HLOC 3 Look for the incoming service DN call from the cell phone to the Avaya 3100 Mobile Communicator Gateway 4 If the incoming service DN call is not present check configuration of the service DN 5 In the packet capture look for the outgoing INVITE message to the real call destination 6 If the outgoing INVITE mess
26. mmon error messages and possible solutions Table 1 License file error messages License Info The Avaya 3100 Mobile Upload the license file on License file not Communicator Gateway is the System Configuration found not activated and requires screen the license file License Info The Avaya 3100 Mobile Upload a valid license file License is Communicator Gateway on the System Configuration invalid is using another activated screen machine s license file License Info The license file is no longer Upload a valid license file License expired valid on the System Configuration screen Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 20 Troubleshooting and maintenance of Avaya 3100 Mobile Communicator Table 1 License file error messages cont d Er pp Error message License Info ERROR 23 protocol Violation License Info ERROR 103 Client s system clock is suspect and or the client configur ation has been tampered with License Info ERROR 17 key limit exceeded The Avaya 3100 Mobile Communicator Gateway is not activated although the license file is valid The local system clock is out of sync with the licensing server clock The system clock changed after the Avaya 3100 Mobile Communicator Gateway was activated The license file has been activated before with other machines and there are no licenses available for you to activate Reset the clock
27. nt to use HTTP instead of HTTPS Using HTTP means the packets are not encrypted and removes the use of certificates Reproduce the problem If the problem does not reproduce you need to check the certificates If the problem reproduces start the packet capture Reproduce the problem Stop the packet capture Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 Call origination problem scenario setup 45 Attention Keep the packet traces as small as possible especially in a busy system Capture the logs You capture the logs now so that you have complete information in case you need to involve Avaya Open the packet capture in Wireshark In the filter field enter HTTP SIP Attention In the filter means logical or The character on most PC keyboards is Shift End Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 46 Troubleshooting call origination problems Call origination problem analysis Use this process to analyze the data captured Figure 11 Call origination problem analysis part 1 Call origination problem analysis Is the HTTP POST request present Is teh incoming Service DN call from the cell to gateway present Is the outgoing INVITE to the real call destination present Check configuration of the mobility HLOC Check configuration of the Service DN Check configuration ofthe nu
28. obile Communicator Web Console as an administrator This module describes the procedure you use to log on to Avaya 3100 Mobile Communicator Web Console to perform administration tasks Logging on to the Avaya 3100 Mobile Communicator Web Console as an administrator Log on to the Avaya 3100 Mobile Communicator Web Console as an administrator to manage the system monitor the users monitor Instant Conferencing and manage the client server repository Attention Wait two minutes after starting the Avaya 3100 Mobile Communicator Gateway before accessing the Avaya 3100 Mobile Communicator Web Console Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 12 Accessing the system Prerequisites You need the administrator user id and password to perform this procedure e Access the Avaya 3100 Mobile Communicator Web Console using a web browser Attention User names and passwords are case sensitive Procedure steps Step Action 1 In the Address field of your Web browser enter http lt IP address hostname gt 8282 adminserver OR https lt IP address hostname gt 8553 adminserver 2 In the Username field type the user name 3 In the Password field type the admin password Attention Avaya recommends that you change the default administrator password For more information see Changing the Avaya 3100 Mobile Communicator Web Console password page 13 Click Sign In
29. ogged into the Avaya 3100 Mobile Communicator Web Administration Console as administrator For more information see Logging on to the Avaya 3100 Mobile Communicator Web Console as an administrator page 11 Procedure steps Step Action 1 Click the Tools tab The Tools page displays Scroll to the Server Logs section In the redundant configuration select a gateway Click Download all Logs Click Save Navigate to the folder where you want to save the log files Click Save The log files are saved N Oa 0a FF WO N End Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 22 Troubleshooting and maintenance of Avaya 3100 Mobile Communicator Downloading an individual log file You can download a single log file from the Avaya 3100 Mobile Communicator Gateway to a folder on your PC for analysis Prerequisites You must be logged into the Avaya 3100 Mobile Communicator Web Administration Console as administrator For more information see Logging on to the Avaya 3100 Mobile Communicator Web Console as an administrator page 11 Procedure steps Step Action 1 Click the Tools tab The Tools page displays Scroll to the Server Logs section In the redundant configuration select a gateway Click the Download link for the log file you wish to download e boot log e MobilityGateway Alarms log e MobilityGateway log e server log e sipconferror log Click File Save As Navigate to
30. oubleshooting call origination problems Use this section to troubleshoot problems with call origination Figure 9 Troubleshooting tree for call origination problems page 43 shows the troubleshooting tree for this problem Figure 9 Troubleshooting tree for call origination problems Troubleshooting call origination problems Call the client from a desk phone on the same Call server Check the trunking configuration Call origination problem scenario setup Call origination problem analysis Using the above tree you start the analysis using the following steps Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 44 Troubleshooting call origination problems 1 Do all clients share the call origination problem If so check the trunking configuration If only a few clients have problems with call origination set up the scenario with one client as described in Call origination problem scenario setup page 44 to capture the information Analyze the information captured as described in Call origination problem analysis page 46 Call origination problem scenario setup This procedure captures the information required for analysis of the problem Figure 10 Call origination scenario setup tree Call origination problem scenario setup Capture packets Capture logs open packet capture in Wireshark Procedure steps Step Action 1 Configure a clie
31. problems with corporate directory search Figure 14 Troubleshooting tree for corporate directory search problems page 51 shows the troubleshooting tree for this problem Figure 14 Troubleshooting tree for corporate directory search problems Troubleshooting corporate directory search problems Corporate directory search problem scenario setup Corporate directory search problem analysis Using the above tree you start the analysis using the following steps 1 Do all clients have problem with the corporate directory search If so set up the scenario with one client as described in Corporate directory search problem scenario setup page 52 to capture the information 2 Analyze the information captured as described in Corporate directory search problem analysis page 54 Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 52 Troubleshooting corporate directory search problems Corporate directory search problem scenario setup This procedure captures the information required for analysis of the problem Figure 15 Corporate Directory search scenario setup tree Corporate directory search problem scenario setup Capture packets Capture logs open packet capture in Wireshark Procedure steps Step 1 Action Configure a client to use HTTP instead of HTTPS Using HTTP means the packets are not encrypted and removes the use of certificates Reprodu
32. r application you selected End Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 24 Troubleshooting and maintenance of Avaya 3100 Mobile Communicator Avaya 3100 Mobile Communicator Troubleshooting WAT NN42030 700 02 03 15 July 2010 25 Troubleshooting communication and network problems The following modules describe the Avaya 3100 Mobile Communicator communication and network problem troubleshooting Navigation e Performing a packet capture page 25 e Disabling Wireshark packet checksum verification page 26 Performing a packet capture You can use the packet dump utility to capture all of the data transmitted and received on an interface of the Avaya 3100 Mobile Communicator Gateway for a period of time a capture session After the capture session completes you can save the packet dump as a cap file Attention Before performing a packet capture confirm that the server contains tcpdump If necessary install tcodump in usr sbin and change the permissions by logging on as root and using the command chmod u s usr sbin tcpdump To open the cap files for troubleshooting and analysis you require the protocol analyzer called Wireshark formerly Ethereal Prerequisites You must be logged into the Avaya 3100 Mobile Communicator Web Administration Console as administrator For more information see Logging on to the Avaya 3100 Mobile Communicator Web Console as
33. rmination problem analysis page 40 Call termination problem scenario setup This procedure captures the information required for analysis of the problem Figure 6 Call termination scenario setup tree Call termination problem scenario setup Capture packets Capture logs open packet capture in Wireshark Procedure steps Step Action 1 Configure a client to use HTTP instead of HTTPS Using HTTP means the packets are not encrypted and removes the use of certificates Reproduce the problem If the problem does not reproduce you need to check the certificates If the problem reproduces start the packet capture Reproduce the problem Stop the packet capture Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 Call termination problem scenario setup 39 Attention Keep the packet traces as small as possible especially in a busy system Capture the logs You capture the logs now so that you have complete information in case you need to involve Avaya Open the packet capture in Wireshark In the filter field enter HTTP SIP Attention In the filter means logical or The character on most PC keyboards is Shift End Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 40 Troubleshooting call termination problems Call termination problem analysis Use this process to analyze the data captured Figure 7 Ca
34. the actions you take if your system becomes unresponsive 1 Work through the troubleshooting procedures in the next sections of this book 2 If your system is still unresponsive execute Downloading all log files page 21 3 Save the log files on another computer in preparation for assistance from Avaya 4 Access the command line using Accessing the server command line as nortel page 15 5 Enter the following command ps 6 Record the information displayed on the screen Contact your Avaya support organization immediately Attention Do not reboot or restart your system The Avaya technical support team may require additional information 8 The Avaya support organization will instruct you on to the next steps to take Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 18 Troubleshooting unresponsive systems aaa Avaya 3100 Mobile Communicator Troubleshooting WAT NN42030 700 02 03 15 July 2010 19 Troubleshooting and maintenance of Avaya 3100 Mobile Communicator The following modules describe the Avaya 3100 Mobile Communicator troubleshooting and maintenance e Troubleshooting license file problems page 19 e Using log files page 20 Troubleshooting license file problems If you encounter a problem with the license file installation an error message appears in the License Info field on the System Configuration window The following table lists the most co
35. the folder where you want to save the log file Click Save The log file is saved End Sorting the log files You can sort the logs by name file size or date modified Prerequisites You must be logged into the Avaya 3100 Mobile Communicator Web Administration Console as administrator For more information see Logging on to the Avaya 3100 Mobile Communicator Web Console as an administrator page 11 Avaya 3100 Mobile Communicator Troubleshooting NN42030 700 02 03 15 July 2010 Using log files 23 Procedure steps Step 1 Action Click the Tools tab The Tools page displays Scroll to the Server Logs section In the redundant configuration select a gateway Click the column heading to sort the logs e Filename Sort in alphabetical order e Size MB Sort by file size e Last modified Sort by date modified To reverse the sorting order click the column heading again End Opening a log file You can open the log files in a number of applications including Hilios Text Pad and Microsoft WordPad Do not use the Microsoft default viewer Notepad because the log file does not display in an easily readable format Procedure steps Step 1 Action Browse to the folder where you have downloaded the log file Right click the file select Open With Choose Program Select a file viewer application from the list For example WordPad Click OK Open the log file in the file viewe
36. vices or information described or offered within them Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages Warranty Avaya provides a limited warranty on this product Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support Web site http www avaya com support Please note that if you acquired the product from an authorized reseller the warranty is provided to you by said reseller and not by Avaya Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE HTTP SUPPORT AVAYA CO M LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS USES AND OR INSTALLS AVAYA SOFTWARE PURCHASED FROM AVAYA INC ANY AVAYA AFFILIATE OR AN AUTHORIZED AVAYA RESELLER AS APPLICABLE UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE BY INSTALLING DOWNLOADING OR USING THE SOFTWARE OR AUTHORIZING OTHERS TO DO SO YOU ON BE
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