Mitel MiVOICE BUSINESS User manual

Mitel MiVoice Business
TROUBLESHOOTING GUIDE
Release 8.0 SP1

ii
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Troubleshooting Guide
Release 8.0 SP1 - March 2017

Table of Contents
iii
Chapter 1: Introduction
About this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Supporting Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Accessing Mitel OnLine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Access Mitel Customer Documentation Site for the Latest Documentation . . . . . . . . . . . . . . . . . 3
Resolving Technical Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
TSN: Your Technical Support Network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Registering for Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
What Services are Available? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
What Products are Supported? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Summary of Service Charges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Self Help Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Checking the Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Using the Online Service Desk (OSD) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Checking for Fixes in Software Patches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Fixed in Latest Software Patch? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Fixed in Previous Software Patch? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Fixed in Software Update? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14
Accessing Product Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Before You Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Making a Support Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
What are Normal Business Hours? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
What are After-Hours Calls? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Emergency Calls are Not Charged . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Returning Faulty Hardware. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Chapter 2: Initial Setup
Initial Setup Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
All Controllers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
AX, MXe, CX, or CXi Controller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
MXe Server Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Licensing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

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Chapter 3: Hardware
Hardware Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Hardware Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Controllers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
MXe Controller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39
CX/CXi Controller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
MXe Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41
Service Units. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Gateways . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Peripheral Cabinets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Embedded Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
General Phone Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .53
Issues with Specific Models . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59
IP Phone Power . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
IP Phone Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
Phone Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75
Phone Audio Quality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76
5550 IP Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Chapter 4: Software
Software Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
System Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Software Installation and Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Backups and Restores . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Chapter 5: System Features
System Feature Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Features A to B. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Features C . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Features D to G . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

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Features H to K. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Features L to O. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Features P to R. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Features S to V. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Chapter 6: Trunking
Trunk Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Analog Trunks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Digital Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
MSDN/DPNSS Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
XNET . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
IP Trunking (IP Networking) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
SIP Trunking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Chapter 7: Tools and Embedded Applications
System Management Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Automatic Call Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Hot Desking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Emergency Call (E911) Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Embedded Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Networked Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Station Message Detail Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Unified IP Client for Sun Ray . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Chapter 8: Voice Networking
Voice Networking Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Bandwidth Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Clustering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
IP Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

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Multi-Node Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
MNM Fault Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
MNM Backup and Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .154
MNM Application Reach Through . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .155
Resiliency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
IP Device Resiliency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .157
IP Console Resiliency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .163
Voice Mail Resiliency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .164
T1/E1 Trunk Resiliency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .165
System Data Synchronization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Sharing Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .166
Sync Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .171
Hunt Group or Ring Group Data Distribution Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .173
Chapter 9: Local Area Network
LAN Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
LAN Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Using Layer 2 Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Shared versus Switched LANs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .179
Collisions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .180
Shared LANs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .180
Switched LANs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .180
CRC/FCS & Alignment Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .180
Frame Length Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .180
Chapter 10: Diagnosing Problems
Diagnostic Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Working with Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Subscribing to logs in real time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .190
Viewing logs from an inactive file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .190
Filtering subscription logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .190
Filtering your view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .191
System Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Diagnosing CPU slowdowns and overloads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

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Show Status Resource . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Resource History Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Using Shell Commands when a system is busy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Diagnosing Phone Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
No Dial Tone - Analog or DNI Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
No Dial Tone - IP Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Viewing Settings and Network Parameters on IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Access Configuration Menu on Single-Mode IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Access Configuration Menu on Dual Mode Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Viewing/Modifying Network Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Configuring Hardware Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Setting the Phone Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Using Tools and Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
IEEE 802.1X Authentication for IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Configuring an Authentication Username and Password . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Erasing an Authentication Username and Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Enabling or Disabling 802.1X Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
IP Phone Boot Sequence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Checking the IP Phone Resiliency Progress Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Diagnosing SIP Device Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Dialing from Aastra SIP-DECT handsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Trunks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Diagnosing Digital Trunk Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Using LEDs to Diagnose Faults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
R2 Card Debugging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Reading E2T Card Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Diagnosing DSP Module Related Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Diagnosing Formatter Card Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Diagnosing MSDN/DPNSS Link Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Loopback Testing on Digital Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Resiliency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Locating Resilient Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Locate Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Locate Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Locate Remote . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222

Troubleshooting Guide
viii
Locating Resilient Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Identifying the Status of a Resilient Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .225
State Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .225
State XNET ICP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .225
Obtaining the Status of Resilient Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .225
Controlling the Failover and Failback of Resilient Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . .226
Identifying the Current ICP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .226
Checking T1/E1 Resiliency Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .226
Checking the T1/E1 Combo MMC Indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .227
Chapter 11: Using Logs
Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
Software Logs for System Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .233
Hot Desking Error Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .234
Voice Mail System Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

Chapter 1
INTRODUCTION

Troubleshooting Guide
2

Introduction
3
ABOUT THIS GUIDE
This guide provides troubleshooting information for the Mitel®3300 IP Communications
Platform (ICP). This guide is intended for use by Mitel certified 3300 ICP technicians.
The troubleshooting information has been grouped by topic (Initial Setup, System Features,
Devices, and so forth) and then organized into tables using the following structure:
• Symptom,
• Probable Cause, and
• Corrective Action.
To locate help on a on a specific problem
• use the Adobe Acrobat search functionality to search on key words associated with the
problem symptoms, or
• go to the table that contains troubleshooting information related to the problem and scan
the symptoms column for a possible match.
SUPPORTING DOCUMENTATION
This guide references other documents that are available on Mitel Online and on the Mitel
Customer Documentation web site.
ACCESSING MITEL ONLINE
To access Mitel OnLine
1. Go to the following URL: http://www.mitel.com
2. Click Login.
3. Enter your Mitel Online username and password.
4. Click Login.
ACCESS MITEL CUSTOMER DOCUMENTATION SITE FOR THE LAT-
EST DOCUMENTATION
The Mitel Customer Documentation (eDocs) site on Mitel OnLine provides the latest customer
documentation.
The documentation for the current and previous product release are available from the main
page. The documentation for other past releases are available from the Documentation Library
link.
Note: To fully utilize Mitel OnLine including the available training and documentation,
you will require high-speed internet access and a web browser. As well, you should have
Adobe Acrobat Reader 4.0 or later and Microsoft Word 97 or later.

Troubleshooting Guide
4
To access a technical document
1. Log onto Mitel OnLine.
2. Click Support and then click Product Documentation.
3. Bookmark this URL.
4. If you select a technical document from the Mitel Customer Documentation site, you will
be prompted for your Mitel OnLine username and password. Enter your username and
password and click Login.
5. To access a generic user guide or quick reference card, select End User Documents.

Introduction
5
RESOLVING TECHNICAL ISSUES
Use the following flowchart to resolve technical issues:
A
Check Knowledge Base to
determine if a software
update is available that
remedies the problem.
See “Checking the
Knowledge Base” on
page 12.
Refer to the “Check System”
section in the Technician’s
Handbook for instructions.
Ask a technician in your
organization who is certified
on the product and release
to resolve the problem.
Start
No
No
No
Yes
Yes
Are you
certified on the
product and
release?
Checked
maintenance
and software
logs?
Yes
Have
you checked
the Knowledge
Base?
Check the troubleshooting
charts in this guide for a
solution to the problem.
No
Yes
Have
you checked
the troubleshooting
charts?

Troubleshooting Guide
6
A
B
See “Supporting
Documentation” on page 3.
No
No
No
Yes
Yes
Have
you checked
Have
you checked
the TBs and
RNs?
Yes
Is
the problem
related to a 3300
networking
issue?
Go to http://edocs.mitel.com
See the 3300 ICP Engineering
Guidelines.
Go to http://edocs.mitel.com
Installation - See Technician’s
Handbook
Programming - See online help or
Technical Documentation
Feature functionality - See online
help and user guides
No
Yes
Is
it a
known
problem with
an existing
fix?
Check Mitel Online to determine
if a software update is available
that remedies the problem. See
“Checking for Fixes in Software
Patches” on page 13.
other related
documents?

Introduction
7
B
Access the Online Services
Desk to determine if you have
credits. See “Checking for Fixes
in Software Patches” on
page 13. To purchase technical
consultation credits, send in a
purchase order.
Before you call Mitel technical
support, ensure that the
problem isn’t being caused by
another manufacturer’s
equipment.
Before making a call collect the
information specified in Table 2,
“Problem Details,” on page 16.
See “Making a Support
Call” on page 19.
Yes
Yes
Yes
No
No
No
Are
there
other non-Mitel
components
involved?
Do you
have technical
consultation credits
in your account?
Have you
collected all
the problem
details?
C

Troubleshooting Guide
8
TSN: YOUR TECHNICAL SUPPORT NETWORK
The Mitel Technical Support Network (TSN) provides authorized channel partners with the
following services:
• access through the Mitel OnLine website to
- up-to-date customer documentation
- the Mitel Knowledge Base
- the Online Service Desk (OSD) allowing you to view and update your Technical
Support Tickets
• standard telephone support with current product releases during normal business hours
• after-hours emergency telephone support
• e-mail notification of new and updated technical documentation.
Yes
C
Resolution
Software
Design
Service
Solutions
Consult with
Support Technician
Ticket logged.
Access the Online
Services Desk and
update your ticket
with any new
information.
Do you have
new information
regarding the
problem?
Access the Online Services
Desk to determine the status
of your ticket.
No

Introduction
9
Before you can become a registered user, you must purchase a minimum of five technical
consultation credits. Your technical consultation credits can be used to purchase telephone
support (standard and emergency).
REGISTERING FOR SERVICES
To register for access to TSN services
1. Complete a Technical Consultation Order form and fax the form to Mitel Customer Services
at 613-591-2308.
2. After the Mitel Customer Services receives your purchase order, we will fax a Technical
Support Identification (TSID) code to the fax number that you included with your order form.
3. Distribute the TSID code to staff who require access to TSN services, including staff that
may need to call Mitel Technical Support.
4. Instruct your staff to obtain a Mitel OnLine username and password by submitting a request
online. All requests are confirmed with the designated channel partner. After a request is
confirmed, a username and password is e-mailed to the individual.
5. Instruct your staff to register for the Online Service Desk. From Mitel OnLine, click Technical
Support, then click Online Service Desk under Related Links. Complete and submit the
form. Registrations will be processed within 2 business days (a return e-mail will confirm
activation).
Note: If you have questions about the Technical Support Network Program or your
access to Technical Support, please call 1-613-592-2122 ext. 5140 or e-mail your
question to [email protected].
Note: To access TSN services, you must have a positive balance of technical
consultation credits in your account.
Note: Online Service Desk (OSD) response time is three business days. The OSD
should not be used to obtain emergency support services.
Note: Change your TSID code whenever you experience staff turnovers. You can
change your TSID code at any time by contacting the Mitel TSN Coordinator:
Phone: [phone] extension 5140
E-mail: [email protected]

Troubleshooting Guide
10
WHAT SERVICES ARE AVAILABLE?
•Mitel Knowledge Base: provides access through the Mitel Online website to the latest
product information. The Knowledge base provides
-Technical Bulletins (TBs):provide information on the installation and service of Mitel
products. TBs are issued to introduce new software support tools, provide support
information on discontinued products, identify product issues and describe TSN
program policies.TBs are published when required.
-How to Articles: provide information on proper programming of features and
applications
-Troubleshooting Articles: provide troubleshooting procedures to help identify and
solve issues.
-Known Product Issues: describe product issues that are know by Mitel and are in the
process of being resolved.
-Release Notes (RNs): provide software upgrade procedures, describe documentation
and hardware requirements, summarize the new enhancements in a release, identify
improvements that have been made in the product in response to customer reported
issues, and include last-minute product changes that are not described in the latest
documentation. RNs are published for each new software release.
•E-mail Notification of new and updated TBs and RNs: sends you an e-mail twice a
month that identifies all the new and updated TBs and RNs. The e-mail includes URLs to
each document. You can register for this optional service through Mitel OnLine. Log into
Mitel OnLine, click Technical, and then click Register/Cancel Email Notifications.
•Standard telephone support: allows certified channel partner technicians to consult Mitel
Network’s Technical Support Specialists on current products during normal business hours.
For details see “Making a Support Call” on page 19.
•After-hours emergency telephone support: outside of normal business hours, certified
technicians can consult with a Technical Support Specialist or a Support Manager for as-
sistance with resolving an emergency situation or with restoring service for an essential
services site. See “What are After-Hours Calls?” on page 20 for details.
•Online Service Desk (OSD): allows you to view the status of your active Technical Support
Tickets and your technical credit statement. Whenever changes are submitted against your
account, you will be sent a confirmation email.To register for OSD notification updates, log
into Mitel OnLine, click Technical, and then click Register/Cancel Email Notifications.
•Password Resets: if you lose your password or if your password is not available, Mitel can
attempt to reset it for you. Password resets are chargeable and are subject to approval of
our legal counsel. The end-customer must sign a Mitel approved form letter authorizing the
reset. To obtain the required form letter, access Mitel Online, click Support, click System
Password Rests. At the bottom of the web page, under Resources, click Password Reset
and download the form letter. Complete a written request based on the form letter and
e-mail it to [email protected].
CAUTION: You will be charged for support calls if the technician making the call
is not certified up to the software release of the system or if the call pertains to
a product or software version that has been manufacture discontinued.

Introduction
11
•Software Releases: you can download the latest product software releases from Mitel
Online. To access the available software downloads on Mitel Online, click Technical Support
and then click Software Downloads.
•Software Patches: between major releases, you can download major system software
patches from Mitel OnLine that include fixes for field-found problems (see “Checking for
Fixes in Software Patches” on page 13). Note that minor software patches are only available
from Technical Support via a Mitel FTP site.
•Replacement of failed (out-of-box) system: if a system fails within the first 72 hours of
service it will be replaced by Mitel. Direct requests for replacement of failed systems to
Mitel Customer Service Group. Replacements of defective software, complete systems, or
three or more components of a system must be authorized by Mitel Technical Support.
WHAT PRODUCTS ARE SUPPORTED?
For an up-to-date list of the products that are supported, see the Technical Support Network
Program Guide. You can access this guide through Mitel OnLine. From Mitel OnLine, click
Technical Support, and then click Technical Support Network Program Guide under Downloads.
Telephone support falls into one of the following categories:
Current Products: Telephone support is provided at no charge during normal business hours
to Mitel certified technicians for the currently supported products.
Manufactured Discontinued - Supported: Telephone support is chargeable for the
manufacture discontinued products.
Manufactured Discontinued - Unsupported: Telephone support is not available for
manufactured discontinued products. Access to all existing technical support bulletins for these
products remains available through Mitel Online.

Troubleshooting Guide
12
SUMMARY OF SERVICE CHARGES
SELF HELP SOLUTIONS
CHECKING THE KNOWLEDGE BASE
The Knowledge Base is your source for product information covering a large range of technical
support methods. All new Technical Bulletins (TBs), Release Notes (RNs), How to Guides and
Troubleshooting guides will be posted in the Knowledge Base. Access to the Knowledge Base
is given with access to MOL.
To access the Knowledge Base:
1. Log into Mitel OnLine.
2. From Mitel OnLine, click Technical and then click Knowledge Base.
3. Select the product name (for example, 3300 Integrated Communications Platform).
Table 1: Service Charges
PRODUCTS
FREE SUPPORT WITH
SUBSCRIPTION TO MITEL TSN
CHARGEABLE SUPPORT (USE TC
CREDITS TO PURCHASE)
Current (all software
releases currently on
Price List, excluding
spares)
• Access to Mitel OnLine
• Over the phone technical consultation
for product and release certified
technicians during normal business
hours
• Online Service Desk (OSD), view and
update support tickets
• After hours emergency consultation
for certified technicians (see
“Emergency Calls are Not Charged”
on page 20 for details)
• Technical consultation as a result of
documented Mitel product defects
(DPARs).
• E-mail notification of all new updated
technical support documents
• Access to the Knowledge Base
• Over the phone technical consultation
for product certified technicians
during normal business hours
(1 credit / hr / incident)
• After hours support for non-critical
situations (1.5 credit / hr / incident)
• System access / system password
reset, other special services (3 credits
flat rate -- some conditions apply)
Note: Telephone support will not be
provided to technicians without
certification in the subject product.
Discontinued (not on
Price List)
• Access to the Knowledge Base • Over the Phone tech consultation
during normal business hours
(1 credit / hr / incident)
• After hours support for non-critical
situations (1.5 credits / hr / incident)
Discontinued
(not supported)
• Access to the Knowledge Base There will be no telephone support for
these products.
In the event a system is totally out of
service we will provide best effort
support at a charge of 5 credits / hr.