Nortel 1002rp Operating and maintenance instructions

555-7101-206
CallPilot
Installation and Configuration
Part 5: 1002rp Server Maintenance and Diagnostics
Product release 2.0 Standard 1.0 October 2002
555-7101-206

P0949457

CallPilot
Installation and Configuration
Part 5: 1002rp Server Maintenance and Diagnostics
Publication number: 555-7101-206
Product release: 2.0
Document release: Standard 1.0
Date: October 2002
Copyright © 2002 Nortel Networks, All Rights Reserved
Printed in Canada
Information is subject to change without notice. Nortel Networks reserves the right to make
changes in design or components as progress in engineering and manufacturing may
warrant.
The process of transmitting data and call messaging between the CallPilot server and the
Meridian 1 switch or Succession CSE 1000 system is proprietary to Nortel Networks. Any
other use of the data and the transmission process is a violation of the user license unless
specifically authorized in writing by Nortel Networks prior to such use. Violations of the
license by alternative usage of any portion of this process or the related hardware
constitutes grounds for an immediate termination of the license and Nortel Networks
reserves the right to seek all allowable remedies for such breach.
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and third-party trademarks.

*Nortel Networks, the Nortel Networks logo, the Globemark, and Unified Networks, BNR,
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Part 5: 1002rp Server Maintenance and Diagnostics v
Publication history
October 2002 Standard 1.0 of CallPilot Installation and
Configuration, Part 5: 1002rp Server Maintenance
and Diagnostics is issued for general release.

vi CallPilot
Publication history Standard 1.0

Part 5: 1002rp Server Maintenance and Diagnostics vii
Contents
1About this guide 11
Maintenance and diagnostics overview . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Resolving system problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Replacing hardware components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
2Troubleshooting your CallPilot system 19
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Section A: Startup diagnostics 21
Startup diagnostics overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Basic hardware check . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Power-On Self-Test diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Interpreting POST diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Interpreting startup diagnostics from SCSI BIOS . . . . . . . . . . . . . . . . . . . 27
Section B: Troubleshooting startup problems 29
What to do when the server fails to boot into service. . . . . . . . . . . . . . . . . 30
3Using Windows NT online diagnostic tools 33
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Viewing event logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Checking hardware using Windows NT Diagnostics . . . . . . . . . . . . . . . . . 41
Using TCP/IP diagnostic tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Invoking the chkdsk utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
4Using serial port diagnostic tools 57
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Shutting down services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Conducting TSTSERIO tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Conducting TSTSERIO tests with the loopback plug . . . . . . . . . . . . . . . . 65
Restarting services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Contents Standard 1.0
viii CallPilot
5Using CallPilot Manager to monitor hardware 69
Understanding fault management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Section A: Tools for isolating and fixing hardware problems 71
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Alarm Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Event Browser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Maintenance page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Channel and Multimedia Monitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Section B: Working with the Maintenance page 83
Introducing the Maintenance page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Viewing component states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Starting and stopping components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Running integrated diagnostics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Viewing the last diagnostic results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Section C: Working with the Multimedia and Channel
Monitors 103
Working with the Multimedia Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Working with the Channel Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
6Using CallPilot system utilities 109
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Diagnostics Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
PEP Maintenance utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
System Monitor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
7Replacing basic chassis components 121
Removing the front bezel and server cover . . . . . . . . . . . . . . . . . . . . . . . 122
Replacing air filters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Replacing the power supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Replacing the cooling fan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Replacing the fuse (AC system only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Replacing the alarm board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Setting jumpers on the alarm board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Replacing the status display panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

October 2002 Contents
Part 5: 1002rp Server Maintenance and Diagnostics ix
8Replacing a hard drive, tape drive, CD-ROM drive, or
floppy drive 145
Replacing a hard drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
About the media drive bay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Removing the media drive carrier from the chassis . . . . . . . . . . . . . . . . . 151
Replacing a tape, CD-ROM, or floppy drive . . . . . . . . . . . . . . . . . . . . . . 156
Installing a tape drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
9Maintaining an AMI MegaRAID Elite 1600 RAID
system 163
RAID overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Rebuilding a RAID hard drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Configuring the AMI MegaRAID Elite 1600 RAID system . . . . . . . . . . 167
Data recovery and backup using the AMI MegaRAID Elite 1600. . . . . . 171
Performing software upgrades with the AMI Elite 1600 RAID. . . . . . . . 175
10 Replacing or adding voice processing boards 179
DSP numbering and location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
SCbus cabling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Replacing or adding MPC-8 cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Replacing or adding MPB16-4 boards . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
11 Maintaining the onboard video and network cards 193
Maintaining the onboard video and network cards. . . . . . . . . . . . . . . . . . 194
12 Maintaining the Pentium III SBC card 195
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Replacing the Pentium III SBC card. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Configuring the 1002rp Pentium III BIOS . . . . . . . . . . . . . . . . . . . . . . . . 201
Replacing or adding Dual Inline Memory Modules . . . . . . . . . . . . . . . . . 204
A1002rp reference material 207
Server features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Rear panel diagram and slot locations . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Slot assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212

Contents Standard 1.0
xCallPilot
IRQ mapping table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Index 217

Part 5: 1002rp Server Maintenance and Diagnostics 11
Chapter 1
About this guide
In this chapter
Maintenance and diagnostics overview 12
Resolving system problems 14
Replacing hardware components 17

About this guide Standard 1.0
12 CallPilot
Maintenance and diagnostics overview
Introduction
The maintenance and diagnostic activities discussed in this guide are
divided into two groups of activities:

troubleshooting and diagnostics (identifying the cause of and resolving
system problems)

performing hardware maintenance
Who should read this guide
This guide is for administrators, technicians, and engineers responsible for
maintaining a CallPilot server. It is intended to act as a guide for

using system tools to identify the cause of system problems

installing, replacing, or upgrading hardware components
This guide assumes that you have basic computing skills, and are familiar
with necessary safety procedures. For more information about safety, refer
to Part 1 of the CallPilot Installation and Configuration binder.
Resolving system problems
This guide describes how to use a variety of CallPilot resources for
resolving system problems.
If you are not able to resolve your problem with the resources described in
this guide, you can also refer to the following documents:

CallPilot Administrator’s Guide (NTP 555-7101-301)

October 2002 About this guide
Part 5: 1002rp Server Maintenance and Diagnostics 13

CallPilot Troubleshooting Reference
Note: The CallPilot Troubleshooting Reference is written for Nortel
Networks distributors and technical support representatives; therefore, it
is not part of the customer documentation package. Nortel Networks
continually updates the CallPilot Troubleshooting Reference, which is
available from the Partner Information Center (PIC) at
http://my.nortelnetworks.com.
Note: For more details, see “Resolving system problems” on page 14.
Preparing for hardware or software maintenance
The “Starting up and shutting down the CallPilot server” chapter in Part 1 of
the CallPilot Installation and Configuration binder explains how to restart,
shut down, and power up the CallPilot server. You may be asked to perform
one or more of these tasks while maintaining your server.
Performing hardware maintenance
Chapters 7 to 12 in this guide explain how to replace hardware components.
For more details, see “Replacing hardware components” on page 17.
Rebuilding the CallPilot system
When you purchased your CallPilot server, it came preinstalled with the
Windows NT operating system and CallPilot server software. If your
CallPilot server no longer functions because of a software problem, you may
need to reinstall the CallPilot software or rebuild the system.
To locate instructions for these tasks, refer to Part 4 of the CallPilot
Installation and Configuration binder.

About this guide Standard 1.0
14 CallPilot
Resolving system problems
Introduction
Chapters 2 to 5 in this guide describe how to use a variety of CallPilot
resources for resolving system problems.
If you are not able to resolve your problem with the resources described in
this guide, you can also refer to the following documents:

CallPilot Administrator’s Guide (NTP 555-7101-301)

CallPilot Troubleshooting Reference
Using this guide
This guide provides instructions for using the resources provided by your
1002rp server, as follows:
To See
interpret POST codes and
troubleshoot startup problems
Chapter 2, “Troubleshooting your
CallPilot system”on page 19
use Windows NT 4.0
diagnostic tools, including Event
Viewer and TCP/IP diagnostic
tools
Chapter 3, “Using Windows NT
online diagnostic tools”on page 33
run diagnostics on the
serial ports
Chapter 4, “Using serial port
diagnostic tools”on page 57
use the Event Browser, Alarm
Monitor, and Maintenance
page in CallPilot Manager
Chapter 5, “Using CallPilot Manager
to monitor hardware”on page 69

October 2002 About this guide
Part 5: 1002rp Server Maintenance and Diagnostics 15
Using the CallPilot Administrator’s Guide
The CallPilot Administrator’s Guide (NTP 555-7101-301) provides
valuable information for monitoring system performance. The CallPilot
Administrator’s Guide describes how to

view and filter server events

monitor the CallPilot server performance, disk space, and database

monitor and manage CallPilot channels

troubleshoot CallPilot call service and system operation problems
Using the CallPilot Troubleshooting Reference
The CallPilot Troubleshooting Reference describes symptoms that can
appear on all CallPilot server platforms, and ways to resolve them. Nortel
Networks continually updates the CallPilot Troubleshooting Reference,
which is available on the Nortel Networks Partner Information Center (PIC)
at http://my.nortelnetworks.com.
Note: If you are not a Nortel Networks distributor, then contact your Nortel
Networks technical support representative for assistance.
Use the CallPilot Troubleshooting Reference to resolve the following types
of problems:

server boot cycle failures

peripheral device problems

monitor display problems
use the following CallPilot
system utilities:

Diagnostics Tool

System Monitor
Chapter 6, “Using CallPilot system
utilities”on page 109
To See

About this guide Standard 1.0
16 CallPilot

server to network connection problems

remote access connection problems

CallPilot application problems

October 2002 About this guide
Part 5: 1002rp Server Maintenance and Diagnostics 17
Replacing hardware components
Introduction
This guide describes how to replace or install hardware components as
follows:
To replace or install See
basic chassis components:

the server cover or front
bezel

air filters

power supply

cooling fan

fuse

alarm board

status display panel
Chapter 7, “Replacing basic chassis
components”on page 121
a hard drive, tape drive,
CD-ROM drive, or floppy disk
drive
Chapter 8, “Replacing a hard drive,
tape drive, CD-ROM drive, or floppy
drive”on page 145
the RAID card Chapter 9, “Maintaining an AMI
MegaRAID Elite 1600 RAID system”
on page 163

MPC-8 cards

MPB16-4 boards
Chapter 10, “Replacing or adding
voice processing boards”on page 179
the video card, the Ethernet
network interface card
Chapter 11, “Maintaining the onboard
video and network cards”on page 193

About this guide Standard 1.0
18 CallPilot
Approved replacement parts
Before replacing any parts on your server, refer to the Nortel Networks
product catalog for the part codes.
Preparing for maintenance activities
Before you proceed with hardware maintenance activities, review Part 1 of
the CallPilot Installation and Configuration binder for the following
information:

required tools and equipment

recommended safety precautions for electrostatic discharge, handling
cards, and handling your server

instructions for shutting down your 1002rp server or for taking it out of
service
memory modules, the CPU or
BIOS
Chapter 12, “Maintaining the Pentium
III SBC card”on page 195
.
CAUTION
Risk of system damage
The use of parts that are not approved by Nortel Networks can
cause serious system problems or void your Nortel Networks
warranty.
To replace or install See

Part 5: 1002rp Server Maintenance and Diagnostics 19
Chapter 2
Troubleshooting your CallPilot
system
In this chapter
Overview 20
Section A: Startup diagnostics 21
Startup diagnostics overview 22
Basic hardware check 23
Power-On Self-Test diagnostics 24
Interpreting POST diagnostics 25
Interpreting startup diagnostics from SCSI BIOS 27
Section B: Troubleshooting startup problems 29
What to do when the server fails to boot into service 30

Troubleshooting your CallPilot system Standard 1.0
20 CallPilot
Overview
Introduction
This chapter describes troubleshooting methods and resources for major
problems with the CallPilot server, such as an inability to start up the server.
The topics are divided as follows:

Section A: “Startup diagnostics”on page 21

Section B: “Troubleshooting startup problems”on page 29
See also
Additional documentation and resources are available for troubleshooting
your CallPilot system, as follows:

Chapters 3 to 6 of this guide, which describe additional diagnostic tools.
These diagnostic tools can only be used if you are able to start up the
CallPilot server. See “Resolving system problems”on page 14 for more
details.

CallPilot Administrator’s Guide (NTP 555-7101-301)
See “Using the CallPilot Administrator’s Guide”on page 15 for more
details.

CallPilot Troubleshooting Reference
This guide is written for Nortel Networks distributors and technical
support representatives, and therefore is not part of the customer
documentation package. See “Using the CallPilot Troubleshooting
Reference”on page 15 for more details.