Mitel MiVOICE BUSINESS User manual

MiVoice Business
Troubleshooting Guide
RELEASE 9.1
April 2020

Notice
The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks™
Corporation (MITEL®). The information is subject to change without notice and should not be construed in any way as a commit-
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without written permission from Mitel Networks Corporation.
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All rights reserved

Contents
Chapter: 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
About this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
What’s new . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Supporting Documentation . . . . . . . . . . . . . . . . . . . . . . . . . 2
Accessing Mitel Documentation . . . . . . . . . . . . . . . . . . 2
Mitel Product Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Product Bulletins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Mitel Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Resolving Technical Issues . . . . . . . . . . . . . . . . . . . . . . . . . . 2
TSN Your Technical Support Network . . . . . . . . . . . . . . . . . . . . 6
Registering for Services . . . . . . . . . . . . . . . . . . . . . . . 7
What Services are Available . . . . . . . . . . . . . . . . . . . . . 7
What Products are Supported . . . . . . . . . . . . . . . . . . . . 8
Summary of Service Charges . . . . . . . . . . . . . . . . . . . . 9
Self Help Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Checking the Knowledge Base . . . . . . . . . . . . . . . . . . .10
Using the Online Service Desk OSD . . . . . . . . . . . . . . . . .10
Checking for Fixes in Software Patches . . . . . . . . . . . . . . .11
Fixed in Latest Software Patch? . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Fixed in Previous Software Patch? . . . . . . . . . . . . . . . . . . . . . . . . 11
Fixed in Software Update? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Accessing Product Support . . . . . . . . . . . . . . . . . . . . . . . . . .12
Before You Call . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
Making a Support Call . . . . . . . . . . . . . . . . . . . . . . . .17
What are Normal Business Hours? . . . . . . . . . . . . . . . . .17
What are After-Hours Calls? . . . . . . . . . . . . . . . . . . . . .17
Emergency Calls are Not Charged . . . . . . . . . . . . . . . . . .18
Returning Faulty Hardware . . . . . . . . . . . . . . . . . . . . . . . . .18
Chapter: 2 Initial Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Initial Setup Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . .20
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

Chapter: 3 Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Hardware Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . .25
Hardware Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26
Controllers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31
MXe III Controller . . . . . . . . . . . . . . . . . . . . . . . . . .31
3300 ICP Controllers . . . . . . . . . . . . . . . . . . . . . . . . .32
Service Units . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33
Embedded Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34
Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
General Phone Issues . . . . . . . . . . . . . . . . . . . . . . . .38
Issues with Specific Models . . . . . . . . . . . . . . . . . . . . .47
IP Phone Power . . . . . . . . . . . . . . . . . . . . . . . . . . . .56
IP Phone Registration . . . . . . . . . . . . . . . . . . . . . . . .58
Phone Connection . . . . . . . . . . . . . . . . . . . . . . . . . .66
Phone Audio Quality . . . . . . . . . . . . . . . . . . . . . . . . .69
5550 IP Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74
Chapter: 4 Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Software Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . .76
System Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76
Unable to boot the MiVoice Business System on 3300 ICP Controller . .80
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80
Recover the system through the Server Manager . . . . . . . . .80
Recover the System through SSH . . . . . . . . . . . . . . . . . .80
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Recover the System through the Maintenance Port . . . . . . .81
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Password Recovery for 3300 ICP Controller . . . . . . . . . . . .83
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Before you Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Unable to Recover the MiVoice Business System from Active and Inactive
Partitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84
Reset the VoiceAdmin Password . . . . . . . . . . . . . . . . . . . . . .85
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Reset the System Admin Password . . . . . . . . . . . . . . . . . . . . .85
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Backups and Restores . . . . . . . . . . . . . . . . . . . . . . . . . . . .86
Determine whether there is enough space for backup . . . . . .90
Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91

Reverse Migration of an AX Controller if the 16 GB CF is Unavailable or Cor-
rupt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91
Chapter: 5 System Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
System Features Troubleshooting Tips . . . . . . . . . . . . . . . . . . .93
Features A to B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93
Features C . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .96
Features D to G . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Features H to K . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Features L to O . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Features P to R . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Features S to V . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Chapter: 6 Trunking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .114
Trunk Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . 114
Analog Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Digital Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
MSDN DPNSS Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
XNET . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
IP Trunking (IP Networking) . . . . . . . . . . . . . . . . . . . . . . . . 133
SIP Trunking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Chapter: 7 Tools and Embedded Applications . . . . . . . . . . . . . . . . . . . .135
System Management Tools . . . . . . . . . . . . . . . . . . . . . . . . 135
Automatic Call Distribution . . . . . . . . . . . . . . . . . . . . . . . . 145
Hot Desking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Emergency Call E911 Support . . . . . . . . . . . . . . . . . . . . . . . 147
Embedded Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Networked Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Station Message Detail Recording . . . . . . . . . . . . . . . . . . . . . 157
Chapter: 8 Voice Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . .159
Voice Networking Troubleshooting Tips . . . . . . . . . . . . . . . . . 159
Bandwidth Management . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Clustering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
IP Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Multi Node Management . . . . . . . . . . . . . . . . . . . . . . . . . 160
MNM Fault Management . . . . . . . . . . . . . . . . . . . . . 160
MNM Backup and Restore . . . . . . . . . . . . . . . . . . . . . 161
MNM Application Reach Through . . . . . . . . . . . . . . . . . 162
Resiliency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
IP Device Resiliency . . . . . . . . . . . . . . . . . . . . . . . . 163
IP Console Resiliency . . . . . . . . . . . . . . . . . . . . . . . . 170
Voice Mail Resiliency . . . . . . . . . . . . . . . . . . . . . . . . 172

T1 E1 Trunk Resiliency . . . . . . . . . . . . . . . . . . . . . . . 173
System Data Synchronization . . . . . . . . . . . . . . . . . . . . . . . 175
Sharing Operations . . . . . . . . . . . . . . . . . . . . . . . . . 175
Sync Operations . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Hunt Group or Ring Group Data Distribution Errors . . . . . . . 186
Chapter: 9 Local Area Network . . . . . . . . . . . . . . . . . . . . . . . . . . . .188
LAN Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . 188
LAN Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Using Layer 2 Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
AX, CX(i) 2 and MXe-III Layer Statistics . . . . . . . . . . . . . . 189
CRC FCS and Alignment Errors . . . . . . . . . . . . . . . . . . 193
Chapter: 10 Diagnosing Problems . . . . . . . . . . . . . . . . . . . . . . . . . . .194
Diagnostic Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Working with Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Subscribing to logs in real time . . . . . . . . . . . . . . . . . . 198
Viewing logs from an inactive file . . . . . . . . . . . . . . . . . 199
Filtering subscription logs . . . . . . . . . . . . . . . . . . . . . 199
Filtering your view . . . . . . . . . . . . . . . . . . . . . . . . . 200
System Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Diagnosing CPU slowdowns and overloads . . . . . . . . . . . 200
Show Status Resource . . . . . . . . . . . . . . . . . . . . . . . 200
Resource History Files . . . . . . . . . . . . . . . . . . . . . . . 200
Using Shell Commands when a system is busy . . . . . . . . . 201
MONITORING SYSTEM PERFORMANCE . . . . . . . . . . . . . . . . . . . 201
Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Diagnosing Phone Problems . . . . . . . . . . . . . . . . . . . 203
Viewing Settings and Network Parameters on IP Phones . . . . . . . . 205
Access Configuration Menu on Single Mode IP Phones . . . . 205
Access Configuration Menu on Dual Mode Phones . . . . . . . 205
Viewing/Modifying Network Parameters . . . . . . . . . . . . 206
Configuring Hardware Components . . . . . . . . . . . . . . . 207
Setting the Phone Mode . . . . . . . . . . . . . . . . . . . . . 208
Using Tools and Features . . . . . . . . . . . . . . . . . . . . . 208
IEEE 802.1X Authentication for IP Phones . . . . . . . . . . . . . . . . 210
Configuring an Authentication Username and Password . . . 210
Erasing an Authentication Username and Password . . . . . . 211
Enabling or Disabling 802 1X Authentication . . . . . . . . . . 211
IP Phone Boot Sequence . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Checking the IP Phone Resiliency Progress Display . . . . . . . . . . . 216
Diagnosing SIP Device Issues . . . . . . . . . . . . . . . . . . . . . . . . 217
Dialing from Aastra SIP DECT handsets . . . . . . . . . . . . . . . . . . 218
Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Diagnosing Digital Trunk Issues . . . . . . . . . . . . . . . . . . 218

Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Using LEDs to Diagnose Faults . . . . . . . . . . . . . . . . . . . 220
Reading E2T Card Statistics . . . . . . . . . . . . . . . . . . . . 220
Diagnosing DSP Module Related Issues . . . . . . . . . . . . . 224
Diagnosing MSDN DPNSS Link Problems . . . . . . . . . . . . . 224
Loopback Testing on Digital Trunks . . . . . . . . . . . . . . . . 224
Resiliency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Locating Resilient Devices . . . . . . . . . . . . . . . . . . . . . 225
Locate Extension . . . . . . . . . . . . . . . . . . . . . . . . . . 226
Locate Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
Locate Remote . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
Locating Resilient Hunt Groups . . . . . . . . . . . . . . . . . . 228
Identifying the Status of a Resilient Device . . . . . . . . . . . 230
State Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
State XNET ICP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Obtaining the Status of Resilient Trunks . . . . . . . . . . . . . 230
Controlling the Failover and Failback of Resilient Trunks . . . . . . . . 231
Identifying the Current ICP . . . . . . . . . . . . . . . . . . . . . . . . . 231
Checking T1/E1 Resiliency Alarms . . . . . . . . . . . . . . . . . . . . . 231
Checking the T1/E1 Combo MMC Indicators . . . . . . . . . . 232
Chapter: 11 Using Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .234
Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Software Logs for System Features . . . . . . . . . . . . . . . . . . . . 234
Hot Desking Error Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Voice Mail System Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . 236

1
ABOUT THIS GUIDE
CHAPTER 1 INTRODUCTION
Introduction
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 specific problem
•use the Adobe Acrobat search functionality to search for key words associated with the problem symp-
toms, or
•go to the table that contains troubleshooting information related to the problem and scan the symptoms
column for a possible match.
NOTE: The AX controller is not supported in the current release. The AX controller will be supported
in MiVoice Business Release 9.1.
What’s new
Table 1.1: Issue 0.01
Feature/Enhancement Description Location
Internet Explorer 11 is not
supported
Internet Explorer 11 browser
is not supported for the
System Administration Tool,
the Group Administration
Tool and the Desktop Tool.
Global
Voice Mail backup Added a procedure to
determine the available
space for backup
Determine available free
space for backup
Recover the system through
the Server Manager
Added the error message
text
Recover the system through
the Server Manager
MSP430 flash upgrade fails Some MSP430 instances
require newer BSL patch to
perform flash upgrade
MSP430 flash upgrade fails

2
SUPPORTING DOCUMENTATION
CHAPTER 1 INTRODUCTION
Supporting Documentation
This guide references other documents that are available on Document Center.
Accessing Mitel Documentation
Mitel Product Documentation
To access the product documentation:
1. Go to https://www.mitel.com/
2. Click SUPPORT.
3. Under Customer Support, click Technical Documentation.
4. Click BUSINESS PHONE SYSTEMS > MIVOICE BUSINESS.
Product Bulletins
To access Mitel Product Bulletins:
1. Log on to MiACCESS
Portal.
2. In the left pane, click InfoChannel.
3. In the InfoChannel list, select Mitel-Worldwide.
4. In the left pane, click Product Bulletins & Announcements.
Mitel Knowledge Base Articles
To access Mitel Knowledge Base Article:
1. Log on to MiACCESS
Portal.
2. In the left pane, click Knowledge Management System.
Resolving Technical Issues
Use the following flowchart to resolve technical issues:

3
RESOLVING TECHNICAL ISSUES
CHAPTER 1 INTRODUCTION