Avaya G700 User manual

G700 Troubleshooting Guide
This guide provides resolutions for several categories of problems that could occur during installation, configuration, or maintenance of an AvayaTM G700
Media Gateway.
Additional assistance
If you cannot find the resolution to a problem using this Guide, you need to escalate the problem:
• Before escalating an issue, please be sure you have tried all of the relevant suggestions in this guide to isolate the problem.
• You should know whom to contact when you cannot resolve the issue. If you don’t know, please call 1-800-242-2121 in North America, or call your
Avaya regional representative from other locations.
Requirements
As a user of this guide, you should have the following qualifications and access:
• Qualifications: Avaya certified technician to perform G700 installation and maintenance.
• Access: Know login, password, and access procedures with appropriate permissions.
How to use this Troubleshooting Guide -- General Troubleshooting Strategy
To use this Guide, please follow these procedures:
1. Get the basic information about the system: load, version, vintage, etc.
a. Upgrade G700 to latest Generally Available (GA) software & firmware.
b. Make sure that systems interconnected with the G700 have the correct installed minimum configurations.
(please see ftp://ftp.avaya.com/incoming/Up1cku9/tsoweb/media/minhardwarevintages.pdf)
2. Isolate the possible “root cause” based on the symptoms observed. First find the symptom listed (in left-most column) in the guide, then:
i. For each symptom, there is a possible cause listed in the next column
ii. Try each possible resolution (column to the right) for that cause
iii. If the resolution does not clear the trouble or eliminate the symptom, then go to the next possible cause associated with that symptom
(usually the next row)
iv. Several different root causes may be associate with the same symptom
3. Be systematic, make only one change at a time and observe the results.
a. Does the symptom persist? If so, proceed to the next possible cause.
b. If the symptom disappears, check for cause and effect (reintroduce the change to see of symptoms re-appear).
4. Eliminate obvious and easy to verify causes first, like physical connections, (layer 1 and 2) before proceeding to more complex causes (layers 3 and higher).
5. Document all of the different troubleshooting steps taken.
a. Precise and detailed information will help you when you escalate the problem.
b. For example, you may want to print out this sheet and check-off each procedure that has been used.
6. Finally, you can compare “normal” settings of the equipment with the current parameter settings of the problematic equipment. If you find a difference
between the “normal” settings and the problematic equipment, try changing the settings of the problematic equipment to match the settings of the “normal”
equipment.

Access to the G700 and S8300
The following diagram shows an Avaya™ G700 Media Gateway with an Avaya™S8300 Media Server and the access methods for various configuration and maintenance
tasks.

Comments
If you have comments regarding this document, please email them to [email protected].
Note: This is a living document. All information is subject to change at any time.
© 2002 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. or Avaya ECS Ltd., a wholly owned subsidiary of Avaya
Inc., and may be registered in the US an other jurisdictions. All trademarks identified by ® and ™ are registered trademarks or trademarks, respectively, of
Avaya Inc. All other registered trademarks or trademarks are property of their respective owners.

Alarms-LEDs-Traps G700 Troubleshooting Page 1
Symptom Root Cause Resolution
Red LED on LED
board is on.
Warning is
present.
Possible fault with
the Media Gateway
Processor (MGP) or
Media Modules. At
least two fans have
been operating at
less than 90% of
their nominal speed
for five minutes or
more. This may be
an early warning of
overheating.
1. Verify there are faults in the system. Use the Avaya™ G700 Media Gateway Processor (MGP) Command Line
Interface (CLI) command show faults to display any faults on the G700.
2. If there is a temperature fault, check to see if the fans are working and/or if there is sufficient space around the
G700 for air circulation.
3. Low voltage may be responsible for slower fans. Issue MGP CLI command show voltages to determine
voltages for the Media Modules and other components of the G700. Voltage may be reduced by a short in one of
the media modules or a bad power supply.
4. Systematically, remove each media module to determine if one of the media modules is responsible for
reducing the voltage levels.
5. If fans are faulty then replace the entire G700. Fans are not field replaceable.
Red LED on LED
board is on. Minor
Alarm is present.
Possible fault with
the Media Gateway
Processor (MGP) or
Media Modules.
The power supply
fan has been
operating at less
than 90% of its
optimal speed for
15 minutes or more.
This may be an
early warning of
overheating.
1. Verify there are faults in the system. Use the Avaya™ G700 Media Gateway Processor (MGP) Command Line
Interface (CLI) command show faults to display any faults on the G700.
2. If there is a temperature fault, check to see if the fans are working and/or if there is sufficient space around the
G700 for air circulation.
3. Low voltage may be responsible for slower fans. Issue MGP CLI command show voltages to determine
voltages for the Media Modules and other components of the G700. Voltage may be reduced by a short in one of
the media modules or a bad power supply.
4. Systematically, remove each media module to determine if one of the media modules is responsible for
reducing the voltage levels.
5. If fans are faulty then replace the entire G700. Fans are not field replaceable.
7/5/2002 4:35 PM

Alarms-LEDs-Traps G700 Troubleshooting Page 2
Symptom Root Cause Resolution
Red LED on LED
board is on. Minor
Alarm is present.
Possible fault with
the Media Gateway
Processor (MGP) or
Media Modules.
The temperature
sensor at the CPU
has exceeded its
warning threshold.
1. Verify there are faults in the system. Use the Avaya™G700 Media Gateway Processor (MGP) Command Line
Interface (CLI) command show faults to display any faults on the G700.
2. If there is a temperature fault, turn off the G700 and let it cool; then, check to see if the fans are working and/or
if there is sufficient space around the G700 for air circulation.
3. Low voltage may be responsible for slower fans. Issue MGP CLI command show voltages to determine
voltages for the Media Modules and other components of the G700. Voltage may be reduced by a short in one of
the media modules or a bad power supply.
4. Systematically, remove each media module to determine if one of the media modules is responsible for
reducing the voltage levels.
5. If fans are faulty then replace the entire G700. Fans are not field replaceable.
Red LED on LED
board is on. Minor
Alarm is present.
Possible fault with
the Media Gateway
Processor (MGP) or
Media Modules.The
temperature sensor
at the DSP complex
has exceeded its
warning threshold.
1. Verify there are faults in the system. Use the G700's Media Gateway Processor (MGP) Command Line
Interface (CLI) command show faults to display any faults on the G700.
2. If there is a temperature alarm, turn off the G700 Media Gateway and allow it to cool.
3. If faults do appear, then resolve them by checking for fan alarms.
4. If it is a fan alarm, then check for voltage alarms. Issue the MGP CLI command show voltages to determine
voltages for the Media Modules and other components of the G700. Low voltage may be responsible for slower
fans. Voltage may be reduced by a short in one of the Media Modules or a bad power supply.
5. Systematically, remove each Media Module to determine if one of the Media Modules is responsible for
reducing the voltage levels. Replace faulty Media Module.
6. If fans are faulty then replace the entire G700. Fans are not field replaceable.
7/5/2002 4:35 PM

Alarms-LEDs-Traps G700 Troubleshooting Page 3
Symptom Root Cause Resolution
Red LED on LED
board is on. Major
Alarm is present.
Possible fault with
the Media Gateway
Processor (MGP) or
Media Modules.
The CPU
temperature sensor
has exceeded its
shutdown threshold.
The system is about
to begin controlled
shutdown
1. Verify there are faults in the system. Use the G700’s Media Gateway Processor (MGP) Command Line
Interface (CLI) command show faults to display any faults on the G700.
2. If a temperature alarm, turn off the G700 Media Gateway and allow it to cool.
3. If faults do appear, then resolve them by checking for fan alarms.
4.If it is a fan alarm, then check for voltage alarms. Issue the MGP CLI command show voltages to determine
voltages for the Media Modules and other components of the G700. Low voltage may be responsible for slower
fans. Voltage may be reduced by a short in one of the Media Modules or a bad power supply.
5. Systematically, remove each Media Module to determine if one of the Media Modules is responsible for
reducing the voltage levels. Replace faulty Media Module.
6.If fans are faulty then replace the entire G700. Fans are not field replaceable.
Red LED on LED
board is on. Major
Alarm is present.
The command
show faults
indicates that the
fault in the Root
Cause column is
present.
Possible fault with
the Media Gateway
Processor (MGP) or
Media Modules.
The voltage reading
at the +5.1v power
source serving the
MG Processor is
out of tolerance.
1. Check for voltage alarms. Issue the MGP CLI command show voltages to determine voltages for the Media
Modules and other components of the G700. Low voltage may be responsible for slower fans. Voltage may be
reduced by a short in one of the Media Modules or a bad power supply.
2. Systematically, remove each Media Module to determine if one of the Media Modules is responsible for
reducing the voltage levels. Replace faulty Media Module.
3. If fans are faulty then replace the entire G700. Fans are not field replaceable.
4. If the alarm clears in 10-20 seconds, it was a probable voltage spike. Do not replace the G700.
5. If a brown-out condition is suspected, use a power monitor to monitor the power line.
7/5/2002 4:35 PM

Alarms-LEDs-Traps G700 Troubleshooting Page 4
Symptom Root Cause Resolution
Red LED on LED
board is on. Major
Alarm is present.
The command
show faults
indicates that the
fault in the Root
Cause column is
present.
Possible fault with
the Media Gateway
Processor (MGP) or
Media Modules.
The voltage reading
at the -48v power
source serving the
media modules is
out of tolerance
1. Check for voltage alarms. Issue the MGP CLI command show voltages to determine voltages for the Media
Modules and other components of the G700. Low voltage may be responsible for slower fans. Voltage may be
reduced by a short in one of the Media Modules or a bad power supply.
2. Systematically, remove each Media Module to determine if one of the Media Modules is responsible for
reducing the voltage levels. Replace faulty Media Module.
3. If fans are faulty then replace the entire G700. Fans are not field replaceable.
4. If the alarm clears in 10-20 seconds, it was a probable voltage spike. Do not replace the G700.
5. If a brown-out condition is suspected, use a power monitor to monitor the power line.
Red LED on LED
board is on. Major
Alarm is present.
The command
show faults
indicates that the
fault in the Root
Cause column is
present.
Possible fault with
the Media Gateway
Processor (MGP) or
Media Modules.The
voltage reading at
the +3.4v power
source serving the
VoIP complexes is
out of tolerance.
1. Check for voltage alarms. Issue the MGP CLI command show voltages to determine voltages for the Media
Modules and other components of the G700. Low voltage may be responsible for slower fans. Voltage may be
reduced by a short in one of the Media Modules or a bad power supply.
2. Systematically, remove each Media Module to determine if one of the Media Modules is responsible for
reducing the voltage levels. Replace faulty Media Module.
3. If fans are faulty then replace the entire G700. Fans are not field replaceable.
4. If the alarm clears in 10-20 seconds, it was a probable voltage spike. Do not replace the G700.
5. If a brown-out condition is suspected, use a power monitor to monitor the power line.
7/5/2002 4:35 PM

Alarms-LEDs-Traps G700 Troubleshooting Page 5
Symptom Root Cause Resolution
Red LED on LED
board is on. Major
Alarm is present.
The command
show faults
indicates that the
fault in the Root
Cause column is
present.
Possible fault with
the Media Gateway
Processor (MGP) or
Media Modules.
The voltage reading
at the +1.58v power
source serving the
DSP units is out of
tolerance.
1. Check for voltage alarms. Issue the MGP CLI command show voltages to determine voltages for the Media
Modules and other components of the G700. Low voltage may be responsible for slower fans. Voltage may be
reduced by a short in one of the Media Modules or a bad power supply.
2. Systematically, remove each Media Module to determine if one of the Media Modules is responsible for
reducing the voltage levels. Replace faulty Media Module.
3. If fans are faulty then replace the entire G700. Fans are not field replaceable.
4. If the alarm clears in 10-20 seconds, it was a probable voltage spike. Do not replace the G700.
5. If a brown-out condition is suspected, use a power monitor to monitor the power line.
Red LED on LED
board is on. Major
Alarm is present.
The command
show faults
indicates that the
fault in the Root
Cause column is
present.
Possible fault with
the Media Gateway
Processor (MGP) or
Media Modules.
The voltage reading
at the +2.5v power
source serving the
VoIP Processor is
out of tolerance.
1. Check for voltage alarms. Issue the MGP CLI command show voltages to determine voltages for the Media
Modules and other components of the G700. Low voltage may be responsible for slower fans. Voltage may be
reduced by a short in one of the Media Modules or a bad power supply.
2. Systematically, remove each Media Module to determine if one of the Media Modules is responsible for
reducing the voltage levels. Replace faulty Media Module.
3. If fans are faulty then replace the entire G700. Fans are not field replaceable.
4. If the alarm clears in 10-20 seconds, it was a probable voltage spike. Do not replace the G700.
5. If a brown-out condition is suspected, use a power monitor to monitor the power line.
7/5/2002 4:35 PM

Alarms-LEDs-Traps G700 Troubleshooting Page 6
Symptom Root Cause Resolution
Red LED on LED
board is on. Major
Alarm is present.
The command
show faults
indicates that the
fault in the Root
Cause column is
present.
Possible fault with
the Media Gateway
Processor (MGP) or
Media Modules.
Synchronization
signal lost.
1. Check that provisioned clock-sync source has a good signal by issuing a Media Gateway Processor (MGP)
Command Line Interface (CLI) command show sync timing
Procedure for setting synchronization timing sources on E1/T1 MM or MM710:
2. Be sure that the E1/T1 MM has been added properly on the Avaya™S8300 Media Server or Avaya™S8700
Media Server, otherwise go to System Access Terminal (SAT) and issue a ADD DS1 command before going to
the MGP CLI and issuing a set sync interface or set sync source command. Otherwise the MGP CLI will not
allow these commands to be executed.
3. Go to the MGP’s CLI, and first specify the primary and secondary clock sources for synchronizing the E1/T1
span, using the set sync interface command.
Note: You don't specify the internal clock source from the CLI - only the primary and secondary. The local clock is
"built-in" and not provisionable.
4. Issue a set sync source command to set to the specific MM710 E1/T1 Media Module to be used as the active
clock reference.
5. Verify whether or not these commands were executed by issuing a show sync timing
command to ensure that the source is provisioned and active, or visually inspect the Yellow LED
on the MM710 Media Module.
Note: When the Yellow LED is on 2.7 seconds and off 0.3 seconds, this means the tone-clock
synchronizer is in “active”mode, and an external synchronization source is being used as a
synchronization reference. Setting the sync timing was successful.
When the Yellow LED is on 0.3 seconds and off 2.7 seconds, this means the tone-clock
synchronizer is in “active”mode and the internal (on-board) clock is being used as a
synchronization reference. Setting the sync timing was not successful.
For more details, please consult the maintenance documentation under LEDs and E1/T1 Media Module; go to
http://www.avaya.com/support and select Product Documentation.
7/5/2002 4:35 PM

Alarms-LEDs-Traps G700 Troubleshooting Page 7
Symptom Root Cause Resolution
Red LED on LED
board is on.
Unable to make
calls.
The command
show faults
indicates that the
fault in the Root
Cause column is
present.
Possible fault with
the Media Gateway
Processor (MGP) or
Media Modules.
The H.248 link
between the media
gateway and its
controller is down.
1. Check the Avaya™S8300/8700 Media Server. If it is down, bring it up.
2. If the S8300/S8700 is up, check Avaya™G700 Media Gateway administration.
3. If the G700 is correctly administered, then reboot the G700.
4. If the problem persists, please contact Avaya or your Authorized Avaya Business Partner.
Red LED on LED
board is on.
Warning is
present. The
command show
faults indicates
that the fault in the
Root Cause
column is present.
Possible fault with
the Media Gateway
Processor (MGP) or
Media Modules.
The media gateway
is beginning
automatic
reinitialization.
If the problem persists, please contact Avaya or your Authorized Avaya Business Partner.
Red LED on LED
board is on but no
alarms are raised.
LED board is not
making good
contact with the
backplane.
1. Verify there are faults in the system. Use the Avaya™G700 Media Gateway Processor (MGP) Command Line
Interface (CLI) command show faults to display any faults on the G700.
2. If no faults appear, then push the LED board in to make sure the backplane connector fully sits against the
backplane.
3. If the problem persists, escalate.
7/5/2002 4:35 PM

Alarms-LEDs-Traps G700 Troubleshooting Page 8
Symptom Root Cause Resolution
Red ALM LED on
the Avaya™S8300
Media Server is on.
Possible fault with
the S8300 or the
connected Avaya™
G700 Media
Gateway(s).
1. From Avaya Site Administration or the SAT issue the command display errors and verify if any active errors are
displayed.
2. Verify there are faults in the system. Use the Avaya™G700 Media Gateway Processor (MGP) Command Line
Interface (CLI) command show faults to display any faults on the G700.
3. If no faults appear, verify if there are alarms in the Linux server.
4. If no alarms appear, escalate the problem.
Red ALM LED on
the Avaya™S8300
Media Server is on
but no error exists
on the S8300. The
command display
errors shows no
major alarms.
Possible shutdown
or initialization fault
with the S8300.
1. From Avaya Site Administration or the SAT issue the command display errors and verify if any active errors are
displayed.
2. Verify there are faults in the system. Use the Avaya™G700 Media Gateway Processor (MGP) Command Line
Interface (CLI) command show faults to display any faults on the G700.
3. If no faults appear, verify if there are alarms in the Linux server.
4. Shutdown and restart the S8300 to clear and reset the LED drivers.
© 2002 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. or Avaya ECS Ltd., a wholly owned subsidiary of Avaya Inc., and
may be registered in the US an other jurisdictions. All trademarks identified by ® and ™ are registered trademarks or trademarks, respectively, of Avaya Inc. All other
registered trademarks or trademarks are property of their respective owners.
7/5/2002 4:35 PM

Voice Quality G700 Troubleshooting Page 1
Symptom Root Cause Resolution
a) IP Phone does
not get Dial-tone
b) No talk path
between IP Phone
and a
DCP/Analog
phone
c) No talk path
between IP Phone
and a Trunk
d) One-way talk
path.
No VoIP
resource
available.
1. Check if there is an Avaya™ G700 Media Gateway or a prowler resource available with the right codec for the IP Phone,
using the SAT commands described in the Avaya MultivantageTM Administrators guide.
2. Issue a SAT command display events and look for a denial event (2049) for no available VoIP resource.
3. If there is no resource, then administer one.
4. If there is a resource, then check for connectivity between the source and the destination using theping command.
5. If the problem persists, then escalate.
a) IP Phone does
not get Dial-tone
b) No talk path
between IP Phone
and a
DCP/Analog
phone
c) No talk path
between IP Phone
and a Trunk
d) One-way talk
path.
VoIP on
Avaya™
G700 Media
Gateway is
insane.
1. Issue a SAT command display events and look for a denial event (2049) for no available VoIP resource.
2. Using telnet, go to the Media Gateway Processor (MGP) CLI. Use the command show voip vX where X is the slot
number of the VoIP ( 0- for VoIP on the motherboard, 1-4 for MM760 VoIP Media Modules). Check if the Admin State is
"Release".
3. Verify that the static IP address is non-zero, that the current IP address matches the static, that there is a valid MAC
address, and that the resources in use are fewer than the allowed maximum number.
4. Also check if there are any faults. Refer to the Maintenace manual to clear the faults. If the Admin State is OK and if
there are no faults, use the command ping mgp xxx.xxx.xxx.xxx, where xxx.xxx.xxx.xxx is the IP address of the VoIP in
question. If you cannot ping the VoIP, then the VoIP is insane.
5. Go to the 'configure' mode. Use the command reset voip vX, where X is the slot number of the VoIP. Wait for a couple
of minutes, then use the command show voip vX. Verify that the VoIP is in normal state.
6. Now check if IP Phones get dialtone. If not, escalate the problem.
Echoes during an
IP call -
particularly
between IP
phones and
shuffled calls.
Data network
delay. 1. If an IP Softphone is involved, check the latency on the data network or LAN by selecting audio monitor for ping delay. 2. If it is greater than 150 ms, echo may be due to delay. If delay is significant (Avaya™ VoIP Monitoring Manager or a
'sniffer'-like internet advisor), echo can be amplified by delays. Reduce latency in the data network.
3. Try using VLAN tagging and QoS settings.
7/5/2002 4:35 PM

Voice Quality G700 Troubleshooting Page 2
Symptom Root Cause Resolution
Echoes during an
IP call -
particularly
between IP
phones and other
circuit switched
phones like DCP
or analog.
Levels issues
- impedance
mismatch.
1. Check levels and adjust loss plan in SAT.
2. Check to see if problem is from T1. If so, upgrading T1 board to TN464G series with hard echo canceller may fix
problem.
Echoes during an
IP call -
particularly
between G700
and calls to the
Public Switch
Telephone
Network (PSTN).
Improper
functioning
headset.
1. Exchange the headset with one that does not exhibit the echo problem.
2. If the problem persists, investigate other possible root causes, below.
7/5/2002 4:35 PM

Voice Quality G700 Troubleshooting Page 3
Symptom Root Cause Resolution
1. Check to see if echo cancellation is turned on in the SAT connected to the S8300:
Example: display ds1 1v4
2. If Echo Cancellation is not turned "ON", issue a change ds1 [port] command:
Example: change ds1 1v4
3. Change fields to the following settings:
Echo Cancellation: [y]
EC Direction: [inward/outward - for the GA release it is actually opposite of what it’s suppose to be on the MM710
(for firmware version 2 and earlier)]
EC Configuration: [1]
4. Issue a change trunk-group [trunk group #] command associated with the ds1:
Example: change trunk-group 18
5. On page 2 set Ds1 Echo Cancellation? to ’y’.
6. If Echo Cancellation is not displayed, escalate the problem and contact Avaya or your Authorized Avaya Business
Partner to turn ON Echo Cancellation (must purchase).
Level 2:
If Echo Cancellation is not turned "ON" for a DS1, and the customer reports that the SAT screen doesn’t display an option
to turn Echo Cancellation ’ON’, login to the SAT to check the system-parameters customer-options form:
1. Issue a display system-parameters customer-options command.
2. On page 1, check that "Maximum Number of DS1 Boards with Echo Cancellation [1]" is set to greater than "0", or to the
number of DS1 boards under control of the S8300.
3. On page 2, check that the echo cancellation feature is set to ’enabled’ or ’y’.
4. Issue a change ds1 [port] command:
Example: change ds1 1v4
5. Change fields to the following settings:
Echo Cancellation: [y]
EC Direction: [inward/outward - for the GA release it is actually opposite of what it’s supposed to be on
the MM710 (for firmware version 2 and earlier)]
EC Configuration: [1]
6. Issue a change trunk-group [trunk group #] command associated with the ds1:
Example: change trunk-group 18
7. On page 2 set Ds1 Echo Cancellation? to ’y’.
Echoes during an IP
call - particularly
between G700 and
calls to the Public
Switch Telephone
Network (PSTN).
Echo
Cancellation
was not turned
on.
7/5/2002 4:35 PM

Voice Quality G700 Troubleshooting Page 4
Symptom Root Cause Resolution
Clipping, Pops,
Cracks during an
IP call.
Caused by
packet loss or
jitter due to
network
congestion.
1. Check for packet loss and jitter using Avaya™ VoIP Monitoring Manager.
2. Check to see if QoS is enabled at every hop.
3. Add more bandwidth or enable QoS (see Network Connectivity documentation).
4. Use a network analyzer (sniffer) to evaluate the network congestion.
Dropped Calls. Networking
problems. 1. Consult the troubleshooting information contained in the 4620 documentation.
2. If the problem persists, escalate.
One way or no
talk path. Multiple possible
causes.
1. Consult the troubleshooting information contained in the 4620 documentation.
2. Possible duplicated IP addresses (see AN-18, Intermittent problems (unexplained IP talk path problems; G700 Media
Gateway reboots)).
3. If the problem persists, escalate.
© 2002 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. or Avaya ECS Ltd., a wholly owned subsidiary of Avaya Inc., and may
be registered in the US an other jurisdictions. All trademarks identified by ® and ™ are registered trademarks or trademarks, respectively, of Avaya Inc. All other
registered trademarks or trademarks are property of their respective owners.
7/5/2002 4:35 PM

Endpoints G700 Troubleshooting Page 1
Symptom Root Cause Resolution
IP phone is in
’discovery’ state and
never comes out of it.
May have wrong
controller IP address,
or the server is down,
or one or more of the
network nodes are
down or not
connected properly.
1. Check the server IP address by pressing "MUTE or HOLD" button + ADDR + # and use # to navigate,
until you see the "CallSv" the IP address. This should be a valid CallServer IP address (S8300/S8700). If
you do not know your "CallSv" IP address, contact your system administrator.
2. Also make sure the Router address and Mask values on the IP station are properly set. You can see
ROUTER and MASK values by pressing the # key. Refer to the troubleshooting section of the IP phone
4600 series documentation for additional troubleshooting information.
3. Ping the server from a PC local to the network to make sure the server is up.
4. If the server is up, ping the phone from the PC.
5. If the ping command succeeds, escalate the problem.
6. If it does not, there is a network problem. Check for network connectivity.
IP-phone display shows
"Wrong Set Type". The set type associated with the
extension does not
match the IP-set type.
1. Re-enter your extension after pressing #, if you know the extension, and follow the steps.
2. Otherwise, contact your system administrator to find out your extension and password for the IP-set.
3. Refer to the troubleshooting section of the IP phone 4600 series documentation for additional
troubleshooting information.
IP-phone display shows
"No Ethernet". No cable or bad cable or cable in the wrong
port.
1. Check that the other end of the cable is connected to a switch or hub.
2. Make sure the cable is CAT5 and plugged in to the port indicated by the phone symbol and is not a
cross-over cable.
3. Refer to the troubleshooting section of the IP phone 4600 series documentation for additional
troubleshooting information.
4. If the problem persists, escalate.
IP phone display shows
that the "System is
busy".
Your switch is already
serving allowed
number of IP stations.
1. On the SAT, issue a display events command, and look for IP Phone denial event 1912, the
maximum number of administered endpoints has been exceeded. The first value contains a truncated
string indicating the IP Product (from the System-Parameters Customer-Options form). The second value
indicates the registered limit and actual count in the upper and lower halves of the word, respectively.
2. If the number of administered endpoints is to be increased, a new license file will be required.
7/5/2002 4:42 PM

Endpoints G700 Troubleshooting Page 2
Symptom Root Cause Resolution
IP station screen
indicates extension or
password mismatch.
The extension or the
password is not
administered on the
server.
1. If you know you extension and password, please enter them.
2. If you still see an error, either your extension is not present on the server, pointed by CallSv on your
phone, or the password does not match.
3. Check if you have the right server IP address by pressing "MUTE or HOLD" button + ADDR + # and
use # to navigate, until you see the "CallSv" the IP address. This should be a valid Call Server IP address.
4. If you do not know your "CallSv" IP address, contact your system administrator.
5. Refer to the troubleshooting section of the IP phone 4600 series documentation for additional
troubleshooting information.
No Dial tone on IP
Phones. IP station may not be registered or has no
VoIP resources in its
network region.
1. Make sure the IP station is registered. If registered, you would see a red-LED on the first call
appearance button, and, if you have a display phone, you may see the date or a green LED light up on the
first call appearence when you go off hook.
2. If the IP station is registered, login into the system SAT terminal, and make sure an Avaya™ G700
Media Gateway or a prowler board is in your network region. To find this out, do 'display ip-network-map'
on the SAT, and verify that the IP address of your station falls in the range defined by the IP address in
the first two fields.
3. If it does, look at the last column for this entry. If you find your IP station IP address in the scope, that is
the network region of your IP phone. If you do not find one, go to the next step.
4. Issue a display ip-interfaces command on the SAT. This returns a list of names with an associated
network region in the last column. If you do not know your network region look for the IP stations "CallSv"
IP address, and look for the associated network region number.
5. Now you should have a network region number. In the same form, look for the media procesor board
IP address in the same network region. If you find one you have VoIP resources.
6. Otherwise, cancel out of the form and issue a list media command on the SAT. This returns a list
of G700s with associated network region.
8. Issue a display media x command, where x is the G700 number, for each of the G700s to display
its network region number.
9. If you find a G700 with the same network region number as your station region number, you have
VoIP resources.
10. If not, there are no VoIP resources. In such a case, make sure the station network region is served
by at least one network region.
11. Refer to the troubleshooting section of the IP phone 4600 series documentation for additional
troubleshooting information.
7/5/2002 4:42 PM

Endpoints G700 Troubleshooting Page 3
Symptom Root Cause Resolution
IP phone looks dead. May not have any
power. 1. If the phone has no local power supply, and it is not a 4630 phone, make sure it is getting power from the Ethernet cable.
2. Make sure that the far end of the cat5 Ethernet cable is plugged into a P330-PWR.
3. If it is a 4630 phone, provide a 4630 local power supply.
4. A regular IP phone can be powered locally, using a midspan power unit or the P330-PWR.
5. Once power is available, recycle the power, either by removing the local power supply or removing the
Ethernet cable in case of in-line power supply.
6. If this does not fix the problem, replace the phone.
IP Phone keeps
rebooting. Bad phone, or wrong cable type, or
intermittent power
problems.
1. Swap the phone with another to see if the rebooting problem follows the phone.
2. If it does, replace the phone.
3. If not, check the cable. It must be a CAT5 type.
4. If the cable is correct, begin checking power sources, connectors, and jacks for problems.
IP phone displays the
message "discovering"
and cannot login to the
controller.
No network
connectivity between
the IP phone and the
controller.
1. Verify that the subnet can see the DHCP server.
2. Verify that the DHCP scope is correctly sending out information to the scope.
3. Check to see if the IP address on the phone is in the correct range of valid IP addresses. If not, then
set the IP address to a correct address.
4. Check the IP address of the S8300/S8700.
5. Check the IP address of the router.
6. If all of this is correct, then use a PC on the LAN to ping the S8300/S8700 by issuing a ping command
from the PC.
7. If the ping is successful , then check from the S8300/S8700 webpages if you can ping the IP phone in
question.
8. If the pings do not succeed, try swapping out the cable, and the IP phones, as well. Otherwise,
escalate the problem.
Refer to the troubleshooting section of the IP phone 4600 series documentation for additional
troubleshooting information.
© 2002 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. or Avaya ECS Ltd., a wholly owned subsidiary of Avaya Inc.,
and may be registered in the US an other jurisdictions. All trademarks identified by ® and ™ are registered trademarks or trademarks, respectively, of Avaya Inc.
All other registered trademarks or trademarks are property of their respective owners.
7/5/2002 4:42 PM

Installation - Licensing G700 Troubleshooting Page 1
Symptom Root Cause
Resolution
Cannot
communicate
between Avaya™
G700 Media
Gateways in a
stack.
Cables are not
connected
properly, or they
are not fully
inserted.
Make sure the green LEDs on each of the Cascade Modules are 'on', indicating good connections.
Red LED on the
Avaya™ G700
Media Gateway
LED board is 'on',
but no alarms are
raised.
The LED board is
not making good
contact with the
backplane.
1. Verify there are faults in the system. Use the Avaya™ G700 Media Gateway Processor (MGP) Command
Line Interface (CLI) command show faults to display any faults on the G700.
2. If no faults appear, then push the LED board in to make sure the backplane connector fully sits against the
backplane.
3. If the problem persists, escalate.
Cannot telnet to
the Avaya™ S8300
Media Server over
the Services
Ethernet port.
There is a bad
cable, or a bad
configuration on
the services
laptop.
1. A cross-over Ethernet cable is required, if connecting a laptop to the Services Port on the S8300.
2. The laptop's IP address must be 192.11.13.5 (netmask 255.255.255.252).
Cannot establish
communication
with the Avaya™
G700 Media
Gateway.
There is a bad
cable, or a bad
configuration on
the G700 Media
Gateway.
1. An Ethernet cross-over cable is required, if connecting the G700 ports to a switch or router.
2. Check the EXT1 or EXT2 LEDs on the G700 LED board to make sure they are 'on'.
3. If the corresponding link LED is 'on', make sure the correct IP address and netmask have been configured.
The IP-Phone
display shows
'System Busy'.
The number of IP
phones have
exceeded the
limit specified in
the customer's
license.
1. From the SAT, issue the command display system-parameters customer-options, and look at the page
with the heading "MAXIMUM IP REGISTRATIONS BY PRODUCT ID".
2. Compare the maximum number allowed to the number currently registered end-points on the same page.
3. Also check on page 1 the number of "Maximum Concurrently registered IP stations" to see if this number has
been exceeded.
4. If the maximum number is to be re-administered, a new license file will be required.
7/5/2002 4:43 PM

Installation - Licensing G700 Troubleshooting Page 2
Cannot establish
communication
with the Avaya™
G700 Media
Gateway.
Invalid
S8300/8700 IP
address
1. Enter the correct S8300/S8700 IP address using the serial port P330 Processor CLI interface.
2. Issue the command set mgc list <MGC IP Address>.
Cannot establish
communication
with the Avaya™
G700 Media
Gateway.
Invalid MGC IP
Address - using
DHCP.
There may have been an upgrade problem, and the NVRAM has bad data.
1. Clear the NVRAM from the P330 Processor CLI by issuing the command nvram init.
2. Then re-enter the G700 MGP IP address with the command set interface mgp<MGP_IP_Address>, and the
correct MGC IP address with the command set mgc list <MGC_IP_Address>.
Cannot establish
communication
with the Avaya™
G700 Media
Gateway.
Bad or missing
serial number in
the S8700 or
S8300
configuration.
1. Verify the G700 serial number is correct on the S8700 or S8300. Issue the command list media-gateway
from the Avaya Site Administration or SAT screen.
2. Verify that the serial number displayed matches that displayed by the P330 Processor CLI command show
system.
The Avaya™
S8300 Media
Server comes up in
"License File Error"
mode.
The S8300 can't
get the serial
number from the
Avaya™ G700
Media Gateway
for license
verification.
Escalate.
© 2002 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. or Avaya ECS Ltd., a wholly owned subsidiary of Avaya Inc.,
and may be registered in the US an other jurisdictions. All trademarks identified by ® and ™ are registered trademarks or trademarks, respectively, of Avaya Inc.
All other registered trademarks or trademarks are property of their respective owners.
7/5/2002 4:43 PM