Avaya Mobile Communication 3100 User manual

Avaya
Brand
Avaya
Model
Mobile Communication 3100
Category
Gateways/controllers
Type
User manual

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Nortel Mobile Communication 3100
Nortel Mobile Communication
3100 Troubleshooting
Release: 3.0
Document Revision: 01.03
www.nortel.com
NN42030-700
.
Nortel Mobile Communication 3100
Release: 3.0
Publication: NN42030-700
Document status: Standard
Document release date: 9 June 2009
Copyright © 2008-2009 Nortel Networks
All Rights Reserved.
Printed in Canada
LEGAL NOTICE
This document contains Nortel confidential and proprietary information. It is not to be copied, disclosed or
distributed in any manner, in whole or in part, without Nortel’s express written authorization. While the information
in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing
NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER
EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without
notice.
Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks.
All other trademarks are the property of their respective owners.
.
3
.
Contents
New in this release 5
Features 5
Other changes 5
Overview 7
References 7
Accessing the system 9
Logging on to the MC 3100 Web Console as an administrator 9
Logging on to the standalone MC 3100 Web Console as an administrator 10
Accessing the MC 3100 Web Console from the ECM 11
Changing the MC 3100 Web Console password 12
Accessing the server command line as nortel 13
Accessing the server command line as superuser 14
System recovery 15
Troubleshooting and maintenance of MC 3100 17
Troubleshooting license file problems 17
Using log files 18
Downloading all log files 19
Downloading an individual log file 19
Sorting the log files 20
Opening a log file 21
Troubleshooting communication and network problems 23
Performing a packet capture 23
Disabling Wireshark packet checksum verification 24
Troubleshooting data connections between MCC 3100 for
Windows Mobile and Gateway 27
Troubleshooting client log in problems 29
Log in problem scenario setup 30
Client log in problem analysis 31
Troubleshooting call termination problems 35
Call termination problem scenario setup 36
Nortel Mobile Communication 3100
Nortel Mobile Communication 3100 Troubleshooting
NN42030-700 01.03 Standard
9 June 2009
Copyright © 2008-2009 Nortel Networks
.
4
Call termination problem analysis 37
Troubleshooting call origination problems 41
Call origination problem scenario setup 42
Call origination problem analysis 43
Troubleshooting corporate directory search problems 49
Corporate directory search problem scenario setup 49
Corporate directory search problem analysis 51
Nortel Mobile Communication 3100
Nortel Mobile Communication 3100 Troubleshooting
NN42030-700 01.03 Standard
9 June 2009
Copyright © 2008-2009 Nortel Networks
.
5
.
New in this release
The following sections details what’s new in Nortel Mobile Communication
3100 Troubleshooting (NN42030-700) for Mobile Communication 3100
(MC 3100) Release 3.0.
•
"Features" (page 5)
•
"Other changes" (page 5)
Features
For information on all the MC 3100 Release 3.0 features, see Nortel
Mobile Communication 3100 Fundamentals (NN42030-109) .
Other changes
This document is new for MC 3100 Release 3.0.
Revision history
June 2009 Standard 01.03. This document is issued to support Nortel
Mobile Communication 3100 Release 3.0 SU3. Changes
were made to technical content.
January 2009 Standard 01.02. This document is issued to support Nortel
Mobile Communication 3100 Release 3.0. Changes were
made to "Downloading all log files" (page 19), "Downloading
an individual log file" (page 19), "Sorting the log files" (page
20), and "Performing a packet capture" (page 23).
September 2008 Standard 01.01. This document is issued to support Nortel
Mobile Communication 3100 Release 3.0.
Nortel Mobile Communication 3100
Nortel Mobile Communication 3100 Troubleshooting
NN42030-700 01.03 Standard
9 June 2009
Copyright © 2008-2009 Nortel Networks
.
6 New in this release
Nortel Mobile Communication 3100
Nortel Mobile Communication 3100 Troubleshooting
NN42030-700 01.03 Standard
9 June 2009
Copyright © 2008-2009 Nortel Networks
.
7
.
Overview
This document provides information about the troubleshooting of the Nortel
Mobile Communication 3100 (MC 3100).
Navigation
•
"Accessing the system" (page 9)
•
"System recovery" (page 15)
•
"Troubleshooting and maintenance of MC 3100" (page 17)
•
"Troubleshooting communication and network problems" (page 23)
•
"Troubleshooting data connections between MCC 3100 for Windows
Mobile and Gateway" (page 27)
• "Troubleshooting client log in problems" (page 29)
• "Troubleshooting call termination problems" (page 35)
•
"Troubleshooting call origination problems" (page 41)
•
"Troubleshooting corporate directory search problems" (page 49)
References
For more information, see the following documents:
•
Nortel Mobile Communication 3100 Fundamentals (NN42030-109)
•
Nortel Mobile Communication Client 3100 for BlackBerry User Guide
(NN42030-101)
•
Nortel Mobile Communication Client 3100 for Nokia User Guide
(NN42030-102)
• Nortel Mobile Communication Client 3100 for Windows Mobile User
Guide (NN42030-107)
• Nortel Mobile Communication 3100 Planning and Engineering
(NN42030-200)
• Nortel Mobile Communication 3100 Installation and Commissioning
(NN42030-300)
• Nortel Mobile Communication 3100 Administration and Security
(NN42030-600)
Nortel Mobile Communication 3100
Nortel Mobile Communication 3100 Troubleshooting
NN42030-700 01.03 Standard
9 June 2009
Copyright © 2008-2009 Nortel Networks
.
8 Overview
Nortel Mobile Communication 3100
Nortel Mobile Communication 3100 Troubleshooting
NN42030-700 01.03 Standard
9 June 2009
Copyright © 2008-2009 Nortel Networks
.
9
.
Accessing the system
This module provides information about the ways to access the system
from the Web Console and from the command line.
Navigation
•
"Logging on to the MC 3100 Web Console as an administrator" (page
9)
• "Changing the MC 3100 Web Console password" (page 12)
• "Accessing the server command line as nortel" (page 13)
• "Accessing the server command line as superuser" (page 14)
Logging on to the MC 3100 Web Console as an administrator
This module describes the procedures you use to log on to MC 3100 Web
Console to perform administration tasks.
Logging on to the Web Console as an administrator task flow
The following flowchart depicts the procedures you perform to log on to
the Web Console as an administrator. To link to any procedure, go to
"Navigation to Logging on to the Web Console as an administrator " (page
10)
Nortel Mobile Communication 3100
Nortel Mobile Communication 3100 Troubleshooting
NN42030-700 01.03 Standard
9 June 2009
Copyright © 2008-2009 Nortel Networks
.
10 Accessing the system
Figure 1
Logging on to the Web Console as an administrator task flow
Navigation to Logging on to the Web Console as an administrator
• "Logging on to the standalone MC 3100 Web Console as an
administrator" (page 10)
Logging on to the standalone MC 3100 Web Console as an
administrator
Log on to the MC 3100 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 MCG 3100 before
accessing the MC 3100 Web Console.
Prerequisites
• You need the administrator user id and password to perform this
procedure.
• Access the MC 3100 Web Console using a web browser.
Attention: User names and passwords are case-sensitive.
Nortel Mobile Communication 3100
Nortel Mobile Communication 3100 Troubleshooting
NN42030-700 01.03 Standard
9 June 2009
Copyright © 2008-2009 Nortel Networks
.
Logging on to the MC 3100 Web Console as an administrator 11
Procedure Steps
Step Action
1
In the Address field of your Web browser, enter
http://<IP address | hostname>:8282/adminserver
OR
https://<IP address | hostname>:8553/adminserver
2 In the Username field, type the user name.
3
In the Password field, type the admin password.
Attention: Nortel recommends that you change the default
administrator password. For more information, see "Changing
the MC 3100 Web Console password" (page 12).
4
Click Sign In.
5
Click a tab at the top of the MC 3100 Web Console to view the
corresponding page.
--End--
Variable definitions
Variable Definition
<IP address | hostname> The name of the MCG server in fully qualified
domain name (FQDN) format, or the IP
address of the server.
user name Default: admin
admin password Default: password
Accessing the MC 3100 Web Console from the ECM
Access the MC 3100 Web Console from the ECM.
Prerequisites
• The ECM must be configured to contain the MCG 3100 servers as
elements.
• You must have a valid user ID and password to access the ECM.
Nortel Mobile Communication 3100
Nortel Mobile Communication 3100 Troubleshooting
NN42030-700 01.03 Standard
9 June 2009
Copyright © 2008-2009 Nortel Networks
.
12 Accessing the system
Procedure Steps
Step Action
1
Open a Web browser.
2 Navigate to the main ECM Web page.
For information on the Web address, userid and password, see
your ECM administrator.
3 In the User ID field, enter the ECM userid.
4 In the Password field, enter the ECM password.
5 Click Login.
The Elements page displays.
6 Click on the MCG 3100 element you require.
The Web Console for the selected MCG 3100 server displays.
--End--
Variable definitions
Variable Definition
User ID Your ECM user name, as given by
your ECM administrator.
Password The password associated with your
ECM user name, as given by your
ECM administrator
Changing the MC 3100 Web Console password
Change the MC 3100 Web Console password from the default password.
Prerequisites
• You must be logged into the MC 3100 Web Console as administrator.
For more information, see "Logging on to the standalone MC 3100 Web
Console as an administrator" (page 10).
Procedure Steps
Step Action
1 On the MC 3100 Web Console main page, click the Tools tab.
2 In the Admin Server Password section, in the Current
Password box, type the current password.
Nortel Mobile Communication 3100
Nortel Mobile Communication 3100 Troubleshooting
NN42030-700 01.03 Standard
9 June 2009
Copyright © 2008-2009 Nortel Networks
.
Accessing the server command line as nortel 13
Attention: Passwords are case-sensitive.
3 In the New Password box, type a new password.
4 In the Confirm New Password box, retype the new password.
5
In the Admin Server Password section, click Save.
--End--
Variable definitions
Variable Definition
Current Password Existing password.
The default password for new servers is password.
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.
Accessing the server command line as nortel
Use this procedure to access the server command line as nortel.
Prerequisites
• 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 <password>
--End--
Nortel Mobile Communication 3100
Nortel Mobile Communication 3100 Troubleshooting
NN42030-700 01.03 Standard
9 June 2009
Copyright © 2008-2009 Nortel Networks
.
14 Accessing the system
Variable definitions
Variable Definition
<password> The password associated with the nortel userid.
For information on 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
•
You require the password to the nortel userid on the server.
• You require the password to the superuser (root) 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 <password>
4
To become the root user, enter su root
5 At the prompt, enter <root_password>
--End--
Variable definitions
Variable Definition
<password> The password associated with the nortel userid.
For information on the default nortel password,
see Linux Platform Base and Applications
Installation and Commissioning (NN43001-315)
.
<root_password> The password associated with the superuser.
For information on the default superuser
password, see Linux Platform Base and
Applications Installation and Commissioning
(NN43001-315) .
Nortel Mobile Communication 3100
Nortel Mobile Communication 3100 Troubleshooting
NN42030-700 01.03 Standard
9 June 2009
Copyright © 2008-2009 Nortel Networks
.
15
.
System recovery
This chapter describes 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 19).
3. Save the log files on another computer in preparation for assistance
from Nortel.
4. Access the command line, using "Accessing the server command line
as nortel" (page 13).
5. Enter the following command:
ps
6. Record the information displayed on the screen.
7. Contact your Nortel support organization immediately.
Attention: Do not reboot or restart your system. The Nortel technical
support team may require additional information.
8. The Nortel support organization will instruct you on to the next steps
to take.
Nortel Mobile Communication 3100
Nortel Mobile Communication 3100 Troubleshooting
NN42030-700 01.03 Standard
9 June 2009
Copyright © 2008-2009 Nortel Networks
.
16 System recovery
Nortel Mobile Communication 3100
Nortel Mobile Communication 3100 Troubleshooting
NN42030-700 01.03 Standard
9 June 2009
Copyright © 2008-2009 Nortel Networks
.
17
.
Troubleshooting and maintenance of
MC 3100
The following modules describe the Mobile Communication 3100
(MC 3100) troubleshooting and maintenance.
•
"Troubleshooting license file problems" (page 17)
• "Using log files" (page 18)
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 common error messages and
possible solutions.
Table 1
License file error messages
Error message Description Solution
License Info:
License file not
found
The Mobile Communication
Gateway 3100 (MCG 3100)
is not activated and requires
the license file.
Upload the license file on
the System Configuration
screen.
License Info:
License is
invalid
The MCG 3100 is using
another activated machine’s
license file.
Upload a valid license file
on the System Configuration
screen.
License Info:
License expired
The license file is no longer
valid.
Upload a valid license file
on the System Configuration
screen.
License Info:
ERROR
23: protocol
violation
The MCG 3100 is not
activated although the
license file is valid. The
local system clock is out of
sync with the licensing server
clock.
Reset the clock and restart
the system.
Nortel Mobile Communication 3100
Nortel Mobile Communication 3100 Troubleshooting
NN42030-700 01.03 Standard
9 June 2009
Copyright © 2008-2009 Nortel Networks
.
18 Troubleshooting and maintenance of MC 3100
Table 1
License file error messages (cont’d.)
Error message Description Solution
License Info:
ERROR 103:
Client’s system
clock is suspect
and / or the
client configur
ation has been
tampered with.
The system clock changed
after the MCG 3100 was
activated.
Reset the clock and restart
the system.
License Info:
ERROR 17: key
limit exceeded
The license file has been
activated before with other
machines and there are no
licenses available for you to
activate.
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:
• 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.
Using log files
The MCG 3100 automatically generates the following log files:
•
Boot log
• MCG 3100 Alarms log
• Nortel Gateway log
• Server log
• 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:
Nortel Mobile Communication 3100
Nortel Mobile Communication 3100 Troubleshooting
NN42030-700 01.03 Standard
9 June 2009
Copyright © 2008-2009 Nortel Networks
.
Using log files 19
• "Downloading all log files" (page 19)
• "Downloading an individual log file" (page 19)
• "Sorting the log files" (page 20)
•
"Opening a log file" (page 21)
Downloading all log files
You can download all the log files from the MCG 3100 to a folder on your
PC for analysis.
Prerequisites
•
You must be logged into the MC 3100 Web Console as administrator.
For more information, see "Logging on to the MC 3100 Web Console
as an administrator" (page 9).
Procedure Steps
Step Action
1
Click the Tools tab.
The Tools page displays.
2 Scroll to the Server Logs section.
3
In the redundant configuration, select a gateway.
4 Click Download all Logs.
5
Click Save.
6
Navigate to the folder where you want to save the log files.
7 Click Save.
The log files are saved.
--End--
Downloading an individual log file
You can download a single log file from the MCG 3100 to a folder on your
PC for analysis.
Prerequisites
• You must be logged into the MC 3100 Web Console as administrator.
For more information, see "Logging on to the MC 3100 Web Console
as an administrator" (page 9).
Nortel Mobile Communication 3100
Nortel Mobile Communication 3100 Troubleshooting
NN42030-700 01.03 Standard
9 June 2009
Copyright © 2008-2009 Nortel Networks
.
20 Troubleshooting and maintenance of MC 3100
Procedure Steps
Step Action
1
Click the Tools tab.
The Tools page displays.
2
Scroll to the Server Logs section.
3
In the redundant configuration, select a gateway.
4 Click the Download link for the log file you wish to download:
•
boot.log
•
MobilityGateway-Alarms.log
• MobilityGateway.log
• server.log
•
sipconferror.log
5
Click File, Save As.
6
Navigate to the folder where you want to save the log file.
7 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 MC 3100 Web Console as administrator.
For more information, see "Logging on to the MC 3100 Web Console
as an administrator" (page 9).
Procedure Steps
Step Action
1 Click the Tools tab.
The Tools page displays.
2 Scroll to the Server Logs section.
3 In the redundant configuration, select a gateway.
Nortel Mobile Communication 3100
Nortel Mobile Communication 3100 Troubleshooting
NN42030-700 01.03 Standard
9 June 2009
Copyright © 2008-2009 Nortel Networks
.
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Avaya Mobile Communication 3100 User manual

Avaya
Brand
Avaya
Model
Mobile Communication 3100
Category
Gateways/controllers
Type
User manual

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