Avaya CallPilot 202i Server Maintenance
and Diagnostics
5.0
NN44200-708, 01.04
December 2010
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2 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010
Contents
Chapter 1: Customer service....................................................................................................7
Getting technical documentation.......................................................................................................................7
Getting product training.....................................................................................................................................7
Getting help from a distributor or reseller..........................................................................................................7
Getting technical support from the Avaya Web site..........................................................................................8
Chapter 2: About this guide.....................................................................................................9
In this chapter....................................................................................................................................................9
Maintenance and diagnostics overview............................................................................................................9
Who should read this guide...............................................................................................................................9
Resolving system problems............................................................................................................................10
Preparing for hardware or software maintenance...........................................................................................10
Performing hardware maintenance.................................................................................................................10
Rebuilding the CallPilot system.......................................................................................................................10
Resolving system problems.............................................................................................................................11
Using this guide...............................................................................................................................................11
Using the CallPilot Administrator's Guide........................................................................................................12
Using the CallPilot Troubleshooting Guide......................................................................................................12
Replacing hardware components....................................................................................................................12
Approved replacement parts...........................................................................................................................13
Preparing for maintenance activities...............................................................................................................13
Reference documents.....................................................................................................................................13
Chapter 3: Troubleshooting your Avaya CallPilot
®
system................................................17
In this chapter..................................................................................................................................................17
Overview.........................................................................................................................................................17
LEDs and HEX display on the 202i server faceplate......................................................................................18
Startup sequence and diagnostic codes.........................................................................................................18
Section A: LED and HEX displays..................................................................................................................18
In this section..................................................................................................................................................18
Status LEDs and HEX display location...........................................................................................................19
Interpreting the power status LED...................................................................................................................19
Power status LED functions............................................................................................................................20
Power status LED indications.........................................................................................................................20
Interpreting the network and drive activity LEDs.............................................................................................21
Network LED states........................................................................................................................................21
Hard drive LED states.....................................................................................................................................22
Interpreting the HEX display...........................................................................................................................22
HEX display codes..........................................................................................................................................23
Section B: Startup diagnostics........................................................................................................................24
In this section..................................................................................................................................................24
Startup diagnostic codes.................................................................................................................................25
Critical startup diagnostic codes.....................................................................................................................25
Non critical operating system and switch diagnostic codes............................................................................26
P:XX failure codes...........................................................................................................................................27
Startup sequence description..........................................................................................................................27
Troubleshooting startup problems...................................................................................................................29
Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 3
Chapter 4: Using the operating system online diagnostic tools........................................31
In this chapter..................................................................................................................................................31
Overview.........................................................................................................................................................31
Operating system Event Viewer......................................................................................................................31
Operating system Diagnostics........................................................................................................................32
TCP/IP diagnostics..........................................................................................................................................32
Viewing event logs..........................................................................................................................................32
Types of event logs.........................................................................................................................................33
Where to seek more information.....................................................................................................................33
Using TCP/IP diagnostic tools.........................................................................................................................36
The ipconfig command....................................................................................................................................36
Ipconfig default................................................................................................................................................36
Ipconfig command syntax...............................................................................................................................36
The ping command.........................................................................................................................................37
Ping command syntax.....................................................................................................................................37
The tracert command......................................................................................................................................38
How tracert works...........................................................................................................................................38
Tracert syntax..................................................................................................................................................39
Tracert parameters..........................................................................................................................................39
The arp command...........................................................................................................................................40
Arp command syntax......................................................................................................................................40
The nbtstat command.....................................................................................................................................41
Nbtstat command syntax.................................................................................................................................41
The netstat command.....................................................................................................................................42
Netstat command syntax.................................................................................................................................42
Chapter 5: Using CallPilot Manager to monitor hardware...................................................45
In this chapter..................................................................................................................................................45
Understanding fault management...................................................................................................................45
Event processing.............................................................................................................................................46
Alarm notification.............................................................................................................................................46
Section A: Tools for isolating and fixing hardware problems...........................................................................46
In this section..................................................................................................................................................46
Overview.........................................................................................................................................................47
Component dependencies..............................................................................................................................47
Detecting hardware problems.........................................................................................................................47
Alarm Monitor..................................................................................................................................................48
About alarms...................................................................................................................................................48
Event Browser.................................................................................................................................................49
About events...................................................................................................................................................49
Maintenance page...........................................................................................................................................49
More information.............................................................................................................................................50
Channel and Multimedia Monitors...................................................................................................................50
Disabling call channels....................................................................................................................................50
Running diagnostics on call channels.............................................................................................................50
Section B: Working with the Maintenance page..............................................................................................51
In this section..................................................................................................................................................51
Introducing the Maintenance page..................................................................................................................51
What the Maintenance page provides.............................................................................................................51
Maintenance activities for each component....................................................................................................52
Viewing component states..............................................................................................................................53
4 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010
Component states...........................................................................................................................................53
Alert icons.......................................................................................................................................................54
Starting and stopping components..................................................................................................................55
Stop versus courtesy stop...............................................................................................................................55
Courtesy stop..................................................................................................................................................55
Stop.................................................................................................................................................................56
Components that can be started and stopped................................................................................................56
Running integrated diagnostics.......................................................................................................................57
Before you begin.............................................................................................................................................58
Components that have diagnostic tests available...........................................................................................58
Diagnostic tests available for each component...............................................................................................58
If a diagnostic test fails or cannot be run.........................................................................................................58
Viewing the last diagnostic results..................................................................................................................60
Last diagnostic results.....................................................................................................................................62
Section C: Working with the Multimedia and Channel Monitors......................................................................63
In this section..................................................................................................................................................63
Working with the Multimedia Monitor..............................................................................................................63
Working with the Channel Monitor..................................................................................................................64
Chapter 6: Using Avaya CallPilot
®
system utilities..............................................................65
In this chapter..................................................................................................................................................65
Overview.........................................................................................................................................................65
Accessing the system utilities.........................................................................................................................66
Diagnostics Tool..............................................................................................................................................66
To access the Diagnostics Tool.......................................................................................................................66
To enable startup diagnostics..........................................................................................................................67
To disable startup diagnostics.........................................................................................................................67
PEP Maintenance utility..................................................................................................................................68
To access the PEP Maintenance utility...........................................................................................................68
Session Trace.................................................................................................................................................68
To access the session trace tool.....................................................................................................................69
To find a session.............................................................................................................................................70
Session type information.................................................................................................................................72
System Monitor...............................................................................................................................................73
To access the System Monitor........................................................................................................................74
About the Channel Monitor tab.......................................................................................................................74
CallPilot services.............................................................................................................................................74
DSPs...............................................................................................................................................................75
DS30X links.....................................................................................................................................................76
About the System Info tab...............................................................................................................................76
About the Legend/Help tab.............................................................................................................................77
Chapter 7: Performing hardware maintenance and mechanical assembly.......................79
In this chapter..................................................................................................................................................79
Overview.........................................................................................................................................................79
Equipment required.........................................................................................................................................79
Before you begin.............................................................................................................................................80
Removing the server from the switch..............................................................................................................80
Equipment required.........................................................................................................................................80
What is next?..................................................................................................................................................81
Replacing the server.......................................................................................................................................81
202i server component diagram......................................................................................................................81
Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 5
Replacing the hard drive.................................................................................................................................82
Equipment required.........................................................................................................................................82
Before you begin.............................................................................................................................................83
Hard drive assembly diagram.........................................................................................................................83
What is next?..................................................................................................................................................86
Replacing the software feature key.................................................................................................................86
Equipment required.........................................................................................................................................86
Before you begin.............................................................................................................................................86
Index.........................................................................................................................................89
6 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010
Chapter 1: Customer service
Visit the Avaya Web site to access the complete range of services and support that Avaya provides. Go
to www.avaya.com or go to one of the pages listed in the following sections.
Navigation
•
Getting technical documentation on page 7
• Getting product training on page 7
• Getting help from a distributor or reseller on page 7
•
Getting technical support from the Avaya Web site on page 8
Getting technical documentation
To download and print selected technical publications and release notes directly from the
Internet, go to
www.avaya.com/support.
Getting product training
Ongoing product training is available. For more information or to register, you can access the
Web site at www.avaya.com/support. From this Web site, you can locate the Training contacts
link on the left-hand navigation pane.
Getting help from a distributor or reseller
If you purchased a service contract for your Avaya product from a distributor or authorized
reseller, contact the technical support staff for that distributor or reseller for assistance.
Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 7
Chapter 2: About this guide
In this chapter
Maintenance and diagnostics overview on page 9
Resolving system problems on page 11
Replacing hardware components on page 12
Maintenance and diagnostics overview
The maintenance and diagnostic activities discussed in this guide are divided into two groups of
activities:
• troubleshooting and diagnostics (identifying the cause of and resolving system problems)
• performing hardware maintenance
For a list of Avaya CallPilot
®
documentation, see the document map on page
Reference
documents on page 13.
Who should read this guide
This guide is for administrators, technicians, and engineers who maintain an Avaya CallPilot
server. It is intended to be a guide for the following purposes:
• using system tools to identify the cause of system problems
• installing, replacing, or upgrading hardware components
This guide is based on the assumption that you have basic computing skills and are familiar
with necessary safety procedures. For more information about safety, see CallPilot
Fundamentals NN44200-100.
Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 9
Resolving system problems
This guide describes how to use a variety of CallPilot resources to resolve system problems.
If you cannot resolve your problem with the resources described in this guide, see the following
documents:
• CallPilot Administrator's Guide NN44200-601
• CallPilot Troubleshooting Guide NN44200-700
Note:
For more details, see Resolving system problems on page 11.
Preparing for hardware or software maintenance
The CallPilot Installation and Configuration Task List NN44200-306 explains how to restart,
shut down, and power up the CallPilot server. You may be asked to perform one or more of
these tasks while maintaining your server.
Performing hardware maintenance
Performing hardware maintenance and mechanical assembly on page 79 explains how to
replace hardware components. For more details, see
Replacing hardware components on
page 12.
Rebuilding the CallPilot system
When you purchase your CallPilot server, it is preinstalled with the operating system and
CallPilot server software. If your CallPilot server no longer functions because of a software
problem, you may need to reinstall the CallPilot software or rebuild the system.
To locate instructions for these tasks, see the CallPilot Software Administration and
Maintenance Guide .NN44200-600.
About this guide
10 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010
Resolving system problems
Chapters 2 to 5 in this guide describe how to use a variety of CallPilot resources to resolve
system problems.
If you cannot resolve your problem with the resources described in this guide, see the following
documents:
• CallPilot Administrator's Guide NN44200-601
• CallPilot Troubleshooting Guide NN44200-700
Using this guide
This guide provides instructions to use the resources provided by your 202i server, as follows.
To See
Interpret the LEDs on the 202i server Troubleshooting your Avaya CallPilot
®
system on page 17
Interpret startup sequence and diagnostic
codes
Troubleshooting your Avaya CallPilot
®
system on page 17
Use the operating system diagnostic tools,
including Event Viewer and TCP/IP
diagnostic tools
Using the operating system online diagnostic
tools on page 31
Use the Event Browser, Alarm Monitor, and
Maintenance page in CallPilot Manager
Using CallPilot Manager to monitor
hardware on page 45
Use the following CallPilot system utilities:
• Diagnostics Tool
• System Monitor
Using Avaya CallPilot
®
system utilities on
page 65
Resolving system problems
Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 11
Using the CallPilot Administrator's Guide
The CallPilot Administrator's Guide NTP NN44200-601 provides valuable information for
monitoring system performance. The CallPilot Administrator's Guide describes how to
• view and filter server events
• monitor the CallPilot server performance, disk space, and database
• monitor and manage CallPilot channels
• troubleshoot CallPilot call service and system operation problems
Using the CallPilot Troubleshooting Guide
The CallPilot Troubleshooting Guide NN44200-700 describes symptoms that can appear on
all CallPilot server platforms, and how to resolve them.
Use the CallPilot Troubleshooting Guide to resolve the following types of problems:
• server boot cycle failures
• peripheral device problems
• monitor display problems
• server-to-network connection problems
• remote access connection problems
• CallPilot application problems
Replacing hardware components
This guide describes how to replace or install hardware components as follows.
To replace or install
See
The 202i server (in the event of a complete
system failure)
Replacing the server on page 81
The hard drive Replacing the hard drive on page 82
The software feature key (dongle) Replacing the software feature key on
page 86
About this guide
12 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010
Approved replacement parts
Before you replace any parts on your server, see the Avaya product catalog for the part codes.
Caution:
Risk of system damage
The use of parts that are not approved by Avaya can cause serious system problems or void
your Avaya warranty.
Preparing for maintenance activities
Before you proceed with hardware maintenance activities, review the CallPilot Installation and
Configuration Task List NN44200-306 for the following information:
• required tools and equipment
• recommended safety precautions for electrostatic discharge, handling cards, and
handling your server
• instructions to shut down your 202i server or for take it out of service
Reference documents
For a list of all CallPilot documents see the following Customer Documentation Map.
Table 1: Call Pilot Customer Documentation Map
Fundamentals
Fundamentals Guide (NN44200-100)
Library Listing (NN44200-117)
Planning and Engineering
Planning and Engineering Guide (NN44200-200)
Network Planning Guide (NN44200-201)
Converging the Data Network with VoIP Guide (NN43001-260)
Solution Integration Guide for Communication Server 1000/Call Pilot/Contact
Center/Telephony Manager (NN49000-300)
Approved replacement parts
Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 13
Installation and Configuration
Upgrade and Platform Migration Guide (NN44200-400)
High Availability: Installation and Configuration (NN44200-311)
Geographic Redundancy Application Guide (NN44200-322)
Installation and Configuration Task List Guide (NN44200-306)
Quickstart Guide (NN44200-313)
Installer Roadmap (NN44200-314)
Server Installation Guides
201i Server Hardware Installation Guide (NN44200-301)
202i Server Hardware Installation Guide (NN44200-317)
202i Installer Roadmap (NN44200-319)
703t Server Hardware Installation Guide (NN44200-304)
1002rp Server Hardware Installation Guide (NN44200-300)
1002rp System Evaluation (NN44200-318)
1005r Server Hardware Installation Guide (NN44200-308)
1005r System Evaluation (NN44200-316)
1006r Server Hardware Installation Guide (NN44200-320)
600r Server Hardware Installation Guide (NN44200-307)
600r System Evaluation (NN44200-315)
Configuration and Testing Guides
Meridian 1 and CallPilot Server Configuration Guide (NN44200-302)
T1/SMDI and CallPilot Server Configuration Guide (NN44200-303)
Communication Server 1000 System and CallPilot Server Configuration
Guide (NN44200-312)
Unified Messaging Software Installation
Desktop Messaging and My CallPilot Installation and Administration
Guide (NN44200-305)
Administration
Administrator Guide (NN44200-601)
Software Administration and Maintenance Guide (NN44200-600)
Meridian Mail to CallPilot Migration Utility Guide (NN44200-502)
Application Builder Guide (NN44200-102)
Reporter Guide (NN44200-603)
About this guide
14 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010
Maintenance
Troubleshooting Reference Guide (NN44200-700)
Preventative Maintenance Guide (NN44200-505)
Server Maintenance and Diagnostics
201i Server Maintenance and Diagnostics Guide (NN44200-705)
202i Server Maintenance and Diagnostics Guide (NN44200-708)
703t Server Maintenance and Diagnostics Guide (NN44200-702)
1002rp Server Maintenance and Diagnostics Guide (NN44200-701)
1005r Server Maintenance and Diagnostics Guide (NN44200-704)
1006r Server Maintenance and Diagnostics Guide (NN44200-709)
600r Server Maintenance and Diagnostics Guide (NN44200-703)
Contact Center Manager Communication Server 1000/Meridian 1 & Voice
Processing Guide (297-2183-931)
End User Information
End User Cards
Unified Messaging Quick Reference Card (NN44200-111)
Unified Messaging Wallet Card (NN44200-112)
A-Style Command Comparison Card (NN44200-113)
S-Style Command Comparison Card (NN44200-114)
Menu Interface Quick Reference Card (NN44200-115)
Alternate Command Interface Quick Reference Card (NN44200-116)
Multimedia Messaging User Guide (NN44200-106)
Speech Activated Messaging User Guide (NN44200-107)
Desktop Messaging User Guide for Microsoft Outlook (NN44200-103)
Desktop Messaging User Guide for Lotus Notes (NN44200-104)
Desktop Messaging User Guide for Novell Groupwise (NN44200-105)
Desktop Messaging User Guide for Internet Clients (NN44200-108)
Desktop Messaging User Guide for My CallPilot (NN44200-109)
Voice Forms Transcriber User Guide (NN44200-110)
Reference documents
Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 15
About this guide
16 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010
Chapter 3: Troubleshooting your Avaya
CallPilot
®
system
In this chapter
Overview on page 17
Section A: LED and HEX displays on page 18
Status LEDs and HEX display location on page 19
Interpreting the power status LED on page 19
Interpreting the network and drive activity LEDs on page 21
Interpreting the HEX display on page 22
Section B: Startup diagnostics on page 24
Startup diagnostic codes on page 25
Startup sequence description on page 27
Troubleshooting startup problems on page 29
Overview
This guide provides instructions to use the resources provided by your 202i system. Use these
resources to determine the cause of system problems, and then resolve them.
Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 17
LEDs and HEX display on the 202i server faceplate
The LEDs indicate when
• the 202i server is in use
• it is safe to remove the server from the switch
• network activity is occurring
The HEX display displays messages that appear during startup or normal 202i server
operation.
For more information, see
Section A: LED and HEX displays on page 18.
Startup sequence and diagnostic codes
To help you determine if the 202i server started successfully (or if it failed), watch the startup
sequence and the diagnostic codes that appear. The entire sequence occurs when you perform
of the following:
• Lock the 202i server against the switch backplane. When locked against the backplane,
the 202i server begins receiving power.
• Restart the operating system.
• Press Reset on the 202i server faceplate to restart the hardware.
For more information, see
Section B: Startup diagnostics on page 24.
Section A: LED and HEX displays
In this section
Status LEDs and HEX display location on page 19
Interpreting the power status LED on page 19
Interpreting the network and drive activity LEDs on page 21
Interpreting the HEX display on page 22
Troubleshooting your Avaya CallPilot
®
system
18 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010
Status LEDs and HEX display location
The following diagram shows the location of the status LEDs and HEX display on the 202i
server faceplate.
Interpreting the power status LED
The power status LED is the upper LED on the 202i server faceplate, directly below the lock
latch. The LED indicates whether it is safe to remove the server from the switch (which results in
a server power down).
Caution:
Risk of equipment damage or data loss
Do not remove the 202i server during normal operation or certain phases of the startup
sequence, as this can damage the operating system files on the hard disk.
Status LEDs and HEX display location
Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 19
To determine if it is safe to remove the 202i server from the switch, see Power status LED
indications on page 20.
Power status LED functions
The LED indicates two server states:
• The 202i server is in use.
• It is safe to remove the 202i server from the switch.
Power status LED indications
IF the power status LED
is
THEN
On the server is receiving power from the shelf. It is safe to remove it
from the switch.
Note:
When the LED is lit, the HEX display may display one of the
following: T:XX, F:XX, HOST, or DOWN.
Off
Caution:
Risk of equipment damage or data loss
It is not safe to remove the server from the switch. The server
is in one of the following states:
• The server is in the operating system startup sequence.
• The server has completed the startup sequence and is
running.
Note:
You must courtesy down Avaya CallPilot, and then shut
down the operating system before you can remove the
202i server from the switch. For instructions, see
"Powering down the server" in the Avaya CallPilot
Installation and Configuration Task List. NN44200-306.
Troubleshooting your Avaya CallPilot
®
system
20 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010
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