Allworx Allworx 10x User manual

Allworx 10x
Service and Troubleshooting
Guide

-PAGE INTENTIALLY LEFT BLANK-

10x Service and Troubleshooting Guide
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 InSciTek Microsystems, Inc. All rights reserved. Allworx is a registered trademark of InSciTek Microsystems. All other names may be
trademarks or registered trademarks of their respective owners.
Revised: February 7, 2007
Page i
Table of Contents
1Safety Instructions.........................................................................................................................................1
1.1 Electrical......................................................................................................................................................1
1.2 Electrostatic Discharge ...............................................................................................................................1
2Chassis Views...............................................................................................................................................3
3Exterior Cleaning...........................................................................................................................................5
4Troubleshooting and Repair Procedures.......................................................................................................6
4.1 Troubleshooting – Start Here......................................................................................................................6
4.2 Troubleshooting a Power Problem..............................................................................................................6
4.3 Troubleshooting a Solid Alert Indicator.......................................................................................................7
4.3.1 Reseat All Connectors and Reboot Task..........................................................................................7
4.3.2 Isolate Mirrored Disks Task...............................................................................................................8
4.3.3 Fix Disk Task.....................................................................................................................................8
4.3.4 Fix Application Software Task...........................................................................................................8
4.3.5 Fix Server Configuration Task...........................................................................................................8
4.3.6 Fix Server Database Task.................................................................................................................9
4.3.7 Fix File System Task.........................................................................................................................9
4.4 Troubleshooting a Flashing Alert Indicator................................................................................................10
4.5 Server Shutdown.......................................................................................................................................10
4.6 Server Power Up.......................................................................................................................................10
4.7 Top Cover Removal and Replacement.....................................................................................................11
4.8 Internal Parts Locations ............................................................................................................................12
4.9 Disk Replacement in a Single Disk System..............................................................................................13
4.10 Disk Replacement in a Mirrored Disk System.........................................................................................14
4.11 Mirrored Disk Installation in a Single Disk System..................................................................................14
4.12 Disk Removal..........................................................................................................................................15
4.13 Disk Installation.......................................................................................................................................15
4.14 Entering Safe Mode ................................................................................................................................16
4.15 Connecting to Safe Mode Administration................................................................................................16
4.16 Mirror Drive Replication...........................................................................................................................16
4.17 Power Supply Removal and Replacement..............................................................................................17
4.18 Motherboard Removal and Replacement ...............................................................................................18
5Physical and Environmental Specifications.................................................................................................20
6Replacement Parts List ...............................................................................................................................21

10x Service and Troubleshooting Guide
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 InSciTek Microsystems, Inc. All rights reserved. Allworx is a registered trademark of InSciTek Microsystems. All other names may be
trademarks or registered trademarks of their respective owners.
Revised: February 7, 2007
Page 1
1 Safety Instructions
1.1 Electrical
• To avoid damaging the Allworx®server or associated system components, be sure the voltage switch on
the rear of the unit is set to the appropriate setting for your location. The unit is shipped in the United
States with the switch set to 115 VAC.
• Before working inside the Allworx server, unplug the unit to help prevent electrical shock or system
damage.
• To help prevent electrical shock, the permanent ground connecting screw located next to the power
receptacle on the rear panel must be permanently connected to earth using 18 AWG wire or larger. The
power cable is also equipped with a three-pronged plug to help ensure proper grounding. Do not use
adapter plugs or remove the grounding prong from the cable. If an extension cord is required, use a three-
wire cable with properly grounded plugs.
• To reduce the risk of fire, use only 26 AWG or larger UL listed or CSA certified telecommunications line
cord.
• To help protect the Allworx system from sudden, transient increases and decreases in voltage, use a surge
suppressor, line conditioner, or uninterruptible power supply (UPS).
• Be sure nothing rests on or interferes with the system’s power cables.
• Make sure the cables are not located where they can be stepped on or tripped over.
• Do not spill food or liquids on the Allworx server.
• Do not push any objects into the openings of the server. Doing so can damage the unit or cause electrical
shock.
• Keep the Allworx server away from heat sources such as radiators.
• Do not block the cooling fan opening on the rear panel.
1.2 Electrostatic Discharge
Static electricity can harm the components inside the Allworx server. To prevent static damage, discharge
electricity from your body before you touch any of the unit’s electronic components. You can do this by
touching an unpainted metal surface on the unit’s chassis, such as the rear panel.
As you continue to work inside the unit, periodically touch an unpainted metal surface to remove any static
charge your body may have accumulated.

10x Service and Troubleshooting Guide
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 InSciTek Microsystems, Inc. All rights reserved. Allworx is a registered trademark of InSciTek Microsystems. All other names may be
trademarks or registered trademarks of their respective owners.
Revised: February 7, 2007
Page 2
You can also take the following precautions to prevent damage from electrostatic discharge:
• When unpacking a static-sensitive component, do not remove the component from its anti-static packing
material until you are ready to install the component. Be sure to discharge static electricity from your body
just before you unwrap the component.
• When transporting a static-sensitive component, first place it in an anti-static container or packaging.
• Handle all sensitive components in a static-safe area. If possible, use anti-static floor pads, straps, and
workbench pads.

10x Service and Troubleshooting Guide
2 Chassis Views Figure 1: Front Chassis View
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 InSciTek Microsystems, Inc. All rights reserved. Allworx is a registered trademark of InSciTek Microsystems. All other names may be
trademarks or registered trademarks of their respective owners.
Revised: February 7, 2007
Page 3
1 10
98
7
5 6
4
3
2
1 Power switch
Press & Release – Normal shutdown within a few seconds
Press & Hold – Forced shutdown
2 Front panel LEDs.
Power – Indicates system start up activity
Drive – Indicates drive activity
Alert – Indicates drive or other system fault condition
3 RJ-45 10BaseT/100BaseTX Auto-Sensing Auto-MDI/MDIX switched Local Area
Network Ethernet ports.
4 Safe Mode Reset Button
5 RJ-45 10BaseT/100BaseTX Auto-Sensing Auto-MDI/MDIX Wide Area Network
port.
6 RJ-11 Power Fail analog phone connector
7 RJ-11 dedicated loop-start FXO ports for central office connection (Ports 1-3)
8 RJ-11 loop-start FXO for central office connection or FXS universal telephone
auto-sensing ports for analog extension connection (Ports 4-9)
9 RJ-11 FXS ports for analog or fax extension (Ports 10-16)
10 3.5 mm stereo audio mini jacks for music-on-hold and overhead paging

10x Service and Troubleshooting Guide
Figure 2: Rear Chassis View
11 15
14
13
12
11 Exhaust fan cover
12 Power cord connector
13 Voltage selection switch
14 Permanent ground connecting screw
15 Air intake and exhaust vents
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 InSciTek Microsystems, Inc. All rights reserved. Allworx is a registered trademark of InSciTek Microsystems. All other names may be
trademarks or registered trademarks of their respective owners.
Revised: February 7, 2007
Page 4

10x Service and Troubleshooting Guide
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 InSciTek Microsystems, Inc. All rights reserved. Allworx is a registered trademark of InSciTek Microsystems. All other names may be
trademarks or registered trademarks of their respective owners.
Revised: February 7, 2007
Page 5
3 Exterior Cleaning
Use the following tools and supplies to clean the exterior of the Allworx server:
• Soft lint-free cleaning cloth.
• Small vacuum with brush attachment.
Cleaning Procedures:
1. Use the vacuum to remove dust and debris from the fan area and intake/exhaust vents on the rear panel.
2. Wipe the exterior surfaces with a clean, soft, lint-free cloth. If necessary, the cloth can be slightly
dampened with water. Avoid getting moisture in any openings.

10x Service and Troubleshooting Guide
4 Troubleshooting and Repair Procedures
4.1 Troubleshooting – Start Here
1. Locate the Power and Alert indicators on the front panel.
2. If the Power indicator is not lit, verify that the unit is plugged in, that the power outlet is active, and that the
Voltage Selection switch on the rear of the chassis is set correctly (should be set to 115VAC for all
locations in the United States).
3. If the Power indicator is still not lit, diagnose the problem as instructed in the Troubleshooting a Power
Problem section.
4. If the Alert indicator is lit solid (not flashing), diagnose the problem as instructed in the Troubleshooting a
Solid Alert Indicator section.
5. If the Alert indicator is flashing, diagnose the problem as instructed in the Troubleshooting a Flashing Alert
Indicator section.
4.2 Troubleshooting a Power Problem
1. Remove the top cover assembly as instructed in the Top Cover Removal and Replacement section.
2. Visually locate the amber (LED 5) and green (LED 4) power indicator LEDs located on the motherboard
(see Figure 3).
Power
Indicator
LEDs
Front
Rear
Figure 3: Motherboard Power Indicator LEDs
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 InSciTek Microsystems, Inc. All rights reserved. Allworx is a registered trademark of InSciTek Microsystems. All other names may be
trademarks or registered trademarks of their respective owners.
Revised: February 7, 2007
Page 6

10x Service and Troubleshooting Guide
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 InSciTek Microsystems, Inc. All rights reserved. Allworx is a registered trademark of InSciTek Microsystems. All other names may be
trademarks or registered trademarks of their respective owners.
Revised: February 7, 2007
Page 7
3. Press and hold the power switch on the front panel. While the switch is depressed, the amber LED should
light and stay lit and the green LED will light for several seconds and go out.
4. If the amber LED does not light, replace the power supply as instructed in the Power Supply Removal and
Replacement section.
5. If the amber LED is lit, confirm that the green LED lit as described indicating that the motherboard is
operating properly.
6. If the green LED did not light, replace the motherboard as instructed in the Motherboard Removal and
Replacement section.
7. If the green LED did light, confirm that the fan is spinning and the Alert indicator on the front panel is lit.
8. If the fan is not spinning or the Alert indicator is not lit, replace the power supply as instructed in the Power
Supply Removal and Replacement section.
9. If the fan is spinning and the Alert indicator is lit, confirm that the Power indicator on the front panel is lit.
10. If the Power indicator is not lit, replace the motherboard as instructed in the Motherboard Removal and
Replacement section.
4.3 Troubleshooting a Solid Alert Indicator
When the power indicator is lit solid and the alert indicator is lit solid, the server is in Safe Mode. Connect a
PC to the Safe Mode administration interface as instructed in the Connecting to Safe Mode Administration
section.
To get out of Safe Mode, perform the following steps in order. If after any step, the unit boots into Normal
Mode, you are done.
1. If you can select Reboot in Normal Mode on the Safe Mode page, do so.
2. Perform the
Reseat All Connectors and Reboot Task.
3. If the unit has mirrored disks, perform the Isolate Mirrored Disks Task.
4. Perform the Fix Disk Task. If the unit has mirrored disks, perform this task on each disk, one at a time, by
pulling the power and data cables from the other disk.
4.3.1 Reseat All Connectors and Reboot Task
1. Remove the top cover assembly as instructed in the Top Cover Removal and Replacement section.
2. Pull out and then reinsert the power and data cables from all disks.
3. Power up the unit as instructed in the Server Power Up section.