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Nortel CallPilot
Troubleshooting Reference
Guide
NN44200-700
.
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Document status: Standard Document version: 01.05 Document date: 26 June 2007 Copyright © 2007, Nortel Networks All Rights Reserved. Sourced in Canada The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this docume
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QUICKTIME is a trademark of Apple Computer, Inc. RADISYS is a trademark of Radisys Corporation. ROLM is a trademark of Siemens ROLM Communications Inc. SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA. SONY is a trademark of Sony Corporation. SYBASE is a trademark of Sybase, Inc. TEAC is a trademark of TEAC Corporation. US ROBOTICS, the US ROBOTICS logo, and SPORTSTER are trademarks of US Robotics. WINZIP is a trademark of Nico Mark Computing, Inc. XEON is a trademark of Intel, Inc.A
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5 Publication History June 2007 CallPilot 5.0, Standard 01.05 of the Troubleshooting Reference Guide is updated as per the CR Q01665596. May 2007 CallPilot 5.0, Standard 01.04 of the Troubleshooting Reference Guide is issued for general release. April 2007 CallPilot 5.0, Standard 01.03 of the Troubleshooting Reference Guide is issued for general release. April 2007 CallPilot 5.0, Standard 01.02 of the Troubleshooting Reference Guide is issued for general release. March 2007 CallPilot 5.0, Standa
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6 Publication History Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks .
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7 Contents Chapter 1 How to get help 9 Getting Help from the Nortel Web site 9 Getting Help over the phone from a Nortel Solutions Center 9 Getting Help from a specialist by using an Express Routing Code 10 Getting Help through a Nortel distributor or reseller 10 Chapter 2 Overview 11 General 11 Reference documents 12 Chapter 3 Hardware troubleshooting 13 201i server 13 703t server 17 1002rp server 28 1005r server 41 600r server 50 Chapter 4 Network troubleshooting 59 Check cabling 59 Check end-
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8 Contents RAS dial-up required to establish RDC 124 Double-Hop remote control 124 Transferring files in Remote Desktop Connection sessions 126 Terminal Server Maximum Connections Exceeded error 126 Disconnecting the Remote Desktop Connection session 127 View or disconnect concurrent or previous stale sessions 127 Troubleshooting tips 128 Chapter 6 Application troubleshooting 131 Chapter 7 Meridian Mail to CallPilot migration troubleshoot ing 143 General 143 Symptom 1: Error reading tape during d
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9 Chapter 1 How to get help This section explains how to get help for Nortel products and services. Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site: http://www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. More specifically, the site enables you to: • download software, documentation, and product bulletins sea
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10 Chapter 1 How to get help Getting Help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to: http://www.nortel.com/erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller,
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11 Chapter 2 Overview In this chapter "General" (page 11) "Reference documents" (page 12) General This troubleshooting reference guide describes symptoms that can appear on all CallPilot server platforms, and provides step-by-step troubleshooting procedures. The troubleshooting procedures can be slightly different for different CallPilot releases. Each troubleshooting area contains symptom tables outlining basic checks that include diagnostics and resolutions for each check. This guide is applic
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12 Chapter 2 Overview Reference documents Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks .
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13 Chapter 3 Hardware troubleshooting In this chapter "201i server" (page 13) "703t server" (page 17) "1002rp server" (page 28) "1005r server" (page 41) "600r" (page 50) 201i server System troubleshooting Trouble Action The system emits beep The state of the PC chip set is associated with beep codes. Some codes. codes indicate relatively harmless failure situations that allow you to start up the CallPilot server, even though the system is not fully functional unless you solve the trouble. Some b
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14 Chapter 3 Hardware troubleshooting Trouble Action The HEX display is not on The system can be in a catastrophic failure state. at startup. The power supplies have malfunctioned. The 8051 system controller failed. The 8051 system controller and the HEX display work together and perform a quick system hardware test before the operating system starts up. Refer to the 201i Server Maintenance and Diagnostics document (NN44200-705) for information on interpreting the HEX display. The red light
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201i server 15 SCSI peripheral troubleshooting Trouble Action The system does not start Note: The 201i server does not support this feature at this time. from the CD-ROM. The system displays Ensure that the most recent version of the CD-ROM SCSI driver is error messages while installed on your system. the operating system is installed from the CD-ROM. Newer CD-ROM drives are very fast, and the cables that connect them to the server can be too long. The faster the SCSI CD-ROM runs, the shorter th
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16 Chapter 3 Hardware troubleshooting Trouble Action The other two LEDs indicate the IDE (I) and SCSI (S) activity of the following devices: — IDE (I) — SCSI (S) If the Ethernet link LEDs are not on, check the Ethernet cabling. Note: The link LEDs blink to indicate network activity. The CallPilot Nortel server The 201i server uses two auto-negotiating Ethernet network interface subnet does not work when cards (NIC). When the NICs are connected to a 10/100Base-T port, the server is connected to
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703t server 17 703t server Server LEDs The LEDs indicate the state of your server and can help you troubleshoot startup problems. The following tables provide useful information on the external and internal LEDs. External LEDs Description Information MPB96 DS30 link LEDs When these LEDs are on, all three DS30 connections are working (three green LEDs located properly and the cables are connected correctly. If one or more on the card bracket and LEDs is off, one of the following conditions is pre
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18 Chapter 3 Hardware troubleshooting Description Information started and the CallPilot diagnostic screen has appeared, then the MPB96 board is defective or the DSP and NTBus drivers do not function properly. The CTbus FPGA Done LED (the farthest from the card I/O bracket) works in tandem with the DSP FPGA Done LED and turns on and off at the same time. RAID controller LEDs The RAID controller has one red LED and eight small LEDs at the back. When the card works properly, the red LED comes bri
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703t server 19 System troubleshooting Trouble Action The system does not boot Verify that the power cord is properly plugged in the power outlet. and appears dead. The system does not emit any Check if other equipment plugged in the same power outlet works. beeps. The fans do not turn. Note: If the fans are turning, but the system emits no beeps, verify that: The monitor is turned on. The power cord to the board (processor and main) is plugged in correctly. The system does not start, Identif
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20 Chapter 3 Hardware troubleshooting Trouble Action The system beeps and This is a typical RAID beep. One of the following condition is present: displays information on the screen, but the operating system does not start up. One cable or both cables from the hard drives is disconnected or improperly connected. One or both drives is faulty. In special situations, this symptom indicates that the NVRAM contents and the drive configuration were lost. The data is still there, but the system beep
