Nortel 1002rp Setup guide

CallPilot
Release 4.0
Document Number: 555-7101-206
Document Version: Standard 1.11
January 2007
1002rp Server Maintenance and
Diagnostics

Standard 1.11
2CallPilot
Copyright © 2007 Nortel Networks.
All Rights Reserved.
The information in this document is subject to change without notice. The
statements, configurations, technical data, and recommendations in this
document are believed to be accurate and reliable, but are presented
without express or implied warranty. Users must take full responsibility
for their applications of any products specified in this document. The
information in this document is proprietary to Nortel Networks.
The process of transmitting data and call messaging between the CallPilot
server and the switch or 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.
Trademarks
*Nortel Networks, the Nortel Networks logo, the Globemark, and Unified
Networks, BNR, CallPilot, DMS, DMS-100, DMS-250, DMS-MTX,
DMS-SCP, DPN, Dualmode, Helmsman, IVR, MAP, Meridian, Meridian
1, Meridian Link, Meridian Mail, Norstar, SL-1, SL-100, Succession,
Supernode, Symposium, Telesis, and Unity are trademarks of Nortel
Networks.
3COM is a trademark of 3Com Corporation.
ADOBE is a trademark of Adobe Systems Incorporated.
ATLAS is a trademark of Quantum Corporation.
BLACKBERRY is a trademark of Research in Motion Limited.

January 2007
1002rp Server Maintenance and Diagnostics 3
CRYSTAL REPORTS is a trademark of Seagate Software Inc.
EUDORA is a trademark of Qualcomm.
eTrust and InoculateIT are trademarks of Computer Associates Think Inc.
DIRECTX, EXCHANGE.NET, FRONTPAGE, INTERNET
EXPLORER, LINKEXCHANGE, MICROSOFT, MICROSOFT
EXCHANGE SERVER, MS-DOS, NETMEETING, OUTLOOK,
POWERPOINT, VISUAL STUDIO, WINDOWS, WINDOWS MEDIA,
and WINDOWS NT are trademarks of Microsoft Corporation.
GROUPWISE and NOVELL are trademarks of Novell Inc.
LOGITECH is a trademark of Logitech, Inc.
MCAFEE and NETSHIELD are trademarks of McAfee Associates, Inc.
MYLEX is a trademark of Mylex Corporation.
NETSCAPE COMMUNICATOR is a trademark of Netscape
Communications Corporation.
NOTES is a trademark of Lotus Development Corporation.
NORTON ANTIVIRUS and PCANYWHERE are trademarks of
Symantec Corporation.
QUICKTIME is a trademark of Apple Computer, In.
RADISYS is a trademark of Radisys Corporation.
SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA.
SYBASE is a trademark of Sybase, Inc.
TEAC is a trademark of TEAC Corporation
US ROBOTICS, the US ROBOTICS logo, and SPORTSTER are
trademarks of US Robotics.

Standard 1.11
4CallPilot
WINZIP is a trademark of Nico Mark Computing, Inc.
XEON is a trademark of Intel, Inc.
All other trademarks and registered trademarks are the property of their
respective owners.
Information for Japan
Japan Denan statement
The following applies to server models 1005r, 703t, and 1002rp:
Japan VCCI statement
The following applies to server models 1005r, 703t, 201i, and 1002rp:
この装置は、情報処理装置等電波障害自主規制協議会 (VCCI) の規定に基づくク
ラス A 装置です。この装 置を家庭環境で使用すると電波妨害を引き起こすこと
Warning
Please be aware of the following while installing the equipment:
xPlease use the connecting cables, power cord, and AC adaptors
shipped with the equipment or specified by Nortel to be used with the
equipment. If you use any other equipment, it may cause failures,
malfunctioning or fire.
xPower cords shipped with this equipment must not be used with any
other equipment. If the above guidelines are not followed, it may lead
to death or severe injury.
㩷
ᧄ⵾ຠ䉕቟ో䈮䈗૶↪㗂䈒䈢䉄䇮એ䈱䈖䈫䈮䈗ᵈᗧ䈒䈣䈘䈇䇯㩷
䃂㩷ធ⛯䉬䊷䊑䊦䇮㔚Ḯ䉮䊷䊄䇮㪘㪚䉝䉻䊒䉺䈭䈬䈱ㇱຠ䈲䇮ᔅ䈝⵾ຠ䈮ห󰩠䈘䉏䈩䈍䉍䉁䈜㩷
󰵾ઃຠ䉁䈢䈲ᜰቯຠ䉕䈗૶↪䈒䈣䈘䈇䇯󰵾ઃຠ䊶ᜰቯຠએᄖ䈱ㇱຠ䉕䈗૶↪䈮䈭䉎䈫᡿
㓚䉇േ૞⦟䇮Ἣἴ䈱ේ࿃䈫䈭䉎䈖䈫䈏䈅䉍䉁䈜䇯㩷
䃂㩷ห󰩠䈘䉏䈩䈍䉍䉁䈜ઃዻ䈱㔚Ḯ䉮䊷䊄䉕ઁ䈱ᯏེ䈮䈲૶↪䈚䈭䈇䈪䈒䈣䈘䈇䇯 㩷 㩷 㩷 㩷 㩷 㩷 㩷
⸥ᵈᗧ㗄䉕቞䉌䈭䈇䈫䇮ᱫ䉇ᄢᕋᚒ䈭䈬り᡿䈱ේ࿃䈫䈭䉎䈖䈫䈏䈅䉍䉁䈜䇯㩷

January 2007
1002rp Server Maintenance and Diagnostics 5
があります。この場合には使用者が適切な対策を取るように要求されることがあ
ります。
This is a Class A product based on the standard of the Voluntary Control
Council for Interference by Information Technology Equipment (VCCI).
If this equipment is used in a domestic environment, radio disturbance
may occur, in which case, the user may be required to take corrective
action.

Standard 1.11
6CallPilot

1002rp Server Maintenance and Diagnostics 7
Publication history
January 2007 CallPilot 4.0, Standard 1.11 of the 1002rp Server
Maintenance and Diagnostics is issued for general
release.
October 2006 CallPilot 4.0, Standard 1.10 of the 1002rp Server
Maintenance and Diagnostics is issued for general
release.
September 2006 CallPilot 4.0, Standard 1.09 of the 1002rp Server
Maintenance and Diagnostics is issued for general
release.
May 2006 CallPilot 4.0, Standard 1.06 of the 1002rp Server
Maintenance and Diagnostics is issued for general
release.
October 2005 CallPilot 4.0, Standard 1.03 of the 1002rp Server
Maintenance and Diagnostics is issued for general
release.
July 2005 CallPilot 4.0, Standard 1.02 of the 1002rp Server
Maintenance and Diagnostics is issued for general
release.
July 2005 CallPilot 4.0, Standard 1.01 of the 1002rp Server
Maintenance and Diagnostics is issued for general
release.
July 2005 CallPilot 4.0, Standard 1.0 of the 1002rp Server
Maintenance and Diagnostics is issued for general
release.
November 2004 Release 3.0, Standard 1.0
April 2004 Release 2.5, Standard 2.0

8CallPilot
Publication history Standard 1.11
October 2003 Release 2.5, Standard 1.0
October 2002 Standard 1.0 of CallPilot Installation and
Configuration, 1002rp Server Maintenance and
Diagnostics is issued for general release.

1002rp Server Maintenance and Diagnostics 9
Task List
To run the startup test ..................................................................... 25
To run the POST ............................................................................. 26
To determine why the server failed to boot to Windows.................. 30
To determine why the server failed to boot into CallPilot ................ 30
To use the operating system Event Viewer..................................... 36
To run the ipconfig command from Windows .................................. 41
To run the ping command from Windows........................................ 43
To run the tracert command from Windows .................................... 44
To run the arp command from Windows ......................................... 46
To run the nbtstat command from Windows.................................... 48
To run the netstat command from Windows.................................... 49
To run the chkdsk utility from Windows........................................... 52
To invoke the Net Stop command from Windows ........................... 56
To invoke the Service Control command from Windows................. 57
To invoke the TSTSERIO /P command from Windows................... 60
To invoke the TSTSERIO /S command from Windows................... 61
To invoke the Net Start command from Windows ........................... 63
To investigate using the Alarm Monitor ........................................... 69
To investigate using the Event Browser .......................................... 71
To view the state of a hardware component .................................. 80
To start or stop a component .......................................................... 83
To run a diagnostic test ................................................................... 86
To view the last diagnostics result .................................................. 88
To view or work with multimedia channel states ............................. 90
To view or work with call channel states ......................................... 92
To access the Diagnostics Tool ...................................................... 97
To enable startup diagnostics ......................................................... 97
To disable startup diagnostics......................................................... 97
To access the PEP Maintenance utility ........................................... 99
To view a list of all installed PEPs................................................... 99
To access the System Monitor ...................................................... 103
To remove the front bezel ............................................................. 113
To remove the server cover .......................................................... 114
To replace the front bezel after maintenance is complete............. 114
To replace the front bezel air filter................................................. 116
To replace the door air filter .......................................................... 116
To hot-swap a power supply ......................................................... 118

Task List Standard 1.11
10 CallPilot
To replace the SCSI power cable.................................................. 121
To hot-swap a cooling fan ............................................................. 128
To replace the fuse........................................................................ 131
To replace the alarm board ........................................................... 133
To replace the status display panel............................................... 138
To replace hot-pluggable SCA SCSI hard drives .......................... 144
To replace media drives ................................................................ 146
To remove the media drive carrier from the chassis ..................... 149
To replace a media drive............................................................... 151
To configure the tape drive............................................................ 155
To install a new tape drive (no tape drive previously installed) ..... 156
To determine the current RAID firmware version: ......................... 161
To replace the LSI1600 card with the LSI320-2 card. ................... 163
To configure an LSI Elite 1600 or LSI320-2 RAID system ............ 165
To perform a consistency check.................................................... 170
To split the RAID ........................................................................... 171
To synchronize the RAID after a successful operation ................. 173
To synchronize the RAID after an unsuccessful operation ........... 173
To add two MPB96 boards and two T1 PCI cards ........................ 180
To add two MPB96 boards............................................................ 184
To replace an MPB96 board ......................................................... 189
To replace a faulty D/480JCT-2T1 card ........................................ 195
To test the D/480JCT-2T1 card..................................................... 197
To replace the SBC card ............................................................... 205
To upgrade the BIOS .................................................................... 207
To configure the Pentium III SBC.................................................. 209
To add an SDRAM DIMM to the SBC card ................................... 210

1002rp Server Maintenance and Diagnostics 11
Contents
1How to get Help 15
2About this guide 17
Maintenance and diagnostics overview . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
3Troubleshooting your CallPilot system 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
What to do when the server fails to boot into service. . . . . . . . . . . . . . . . . 28
4Using Windows online diagnostic tools 31
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Viewing event logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Using TCP/IP diagnostic tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Using the chkdsk utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
5Using serial port diagnostic tools 51
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Shutting down services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Conducting TSTSERIO tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Conducting TSTSERIO tests with the loopback plug . . . . . . . . . . . . . . . . 60
Restarting services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
6Using CallPilot Manager to monitor hardware 63
Understanding fault management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Alarm Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Event Browser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Contents Standard 1.11
12 CallPilot
Channel and Multimedia Monitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
The Maintenance screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Viewing component states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Starting and stopping components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Running integrated diagnostics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Viewing the last diagnostic results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Working with the Multimedia Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Working with the Channel Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
7Using CallPilot system utilities 93
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Diagnostics Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
PEP Maintenance utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Session Trace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
System Monitor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
8Replacing basic chassis components 109
Removing the front bezel and server cover . . . . . . . . . . . . . . . . . . . . . . . 110
Replacing air filters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Replacing the power supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Replacing the SCA SCSI drive cage and fused power cable . . . . . . . . . . 119
Replacing the cooling fan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Replacing the fuse (AC system only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Replacing the alarm board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Setting jumpers on the alarm board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Replacing the status display panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
9Replacing media drives 139
Replacing a faulty hard drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
About the media drive bay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Removing the media drive carrier from the chassis . . . . . . . . . . . . . . . . . 145
Replacing a tape, CD-ROM or floppy drive. . . . . . . . . . . . . . . . . . . . . . . 149
Installing a tape drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
10 RAID operations 157
Outlining RAID functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

January 2007 Contents
1002rp Server Maintenance and Diagnostics 13
Configuring RAID firmware, driver, and power console. . . . . . . . . . . . . 159
Replacing the LSI1600 card with LSI320-2 . . . . . . . . . . . . . . . . . . . . . . . 161
Configuring the RAID controller after a hardware change . . . . . . . . . . . 163
Splitting the RAID drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Synchronizing RAID drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
11 Upgrading to High Capacity 173
Board and card configuration for High Capacity . . . . . . . . . . . . . . . . . . . 174
Identifying hardware components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Upgrading to High Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
12 Replacing voice processing boards 185
DSP numbering and location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Replacing an MPB96 board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
13 Replacing the D/480JCT-2T1 T1 interface card 191
D/480JCT-2T1 card function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
14 Maintaining the Pentium III SBC card 199
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Replacing the Pentium III SBC card. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Configuring the 1002rp Pentium III BIOS . . . . . . . . . . . . . . . . . . . . . . . . 205
Replacing inline memory modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Maintaining the onboard video and network cards. . . . . . . . . . . . . . . . . . 210
Index 211

Contents Standard 1.11
14 CallPilot

1002rp Server Maintenance and Diagnostics 15
Chapter 1
How to get Help
This section explains how to get help for Nortel products and services.
Getting Help from the Nortel Web site
The best way to get technical support for Nortel products is from the Nortel
Technical Support Web site:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and
tools to address issues with Nortel products. More specifically, the site
enables you to:
download software, documentation, and product bulletins
search the Technical Support Web site and the Nortel Knowledge Base
for answers to technical issues
sign up for automatic notification of new software and documentation for
Nortel equipment
open and manage technical support cases
Getting Help over the phone from a Nortel Solutions Center
If you don’t find the information you require on the Nortel Technical
Support Web site, and have a Nortel support contract, you can also get help
over the phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).

How to get Help Standard 1.11
16 CallPilot
Outside North America, go to the following Web site to obtain the phone
number for your region:
http://www.nortel.com/callus
Getting Help from a specialist by using an Express Routing
Code
To access some Nortel Technical Solutions Centers, you can use an Express
Routing Code (ERC) to quickly route your call to a specialist in your Nortel
product or service. To locate the ERC for your product or service, go to:
http://www.nortel.com/erc
Getting Help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a
distributor or authorized reseller, contact the technical support staff for that
distributor or reseller.

1002rp Server Maintenance and Diagnostics 17
Chapter 2
About this guide
In this chapter
Maintenance and diagnostics overview 18

About this guide Standard 1.11
18 CallPilot
Maintenance and diagnostics overview
The maintenance and diagnostic activities discussed in this guide are
divided into two groups of activities:
troubleshooting and diagnostics (identifying the cause of system
problems and resolving them)
performing hardware maintenance
This guide is for administrators, technicians, and engineers responsible
for maintaining a CallPilot server. This guide assumes that you have
basic computing skills, and are familiar with necessary safety
procedures.
If you are not able to resolve your system problem with the resources
described in this guide, you can also refer to the following document:
Troubleshooting Guide (555-7101-501)
Note: Nortel continually updates the Troubleshooting Guide, which
is available from the Partner Information Center (PIC) at http://
www.nortel.com/pic.
The “Starting up and shutting down the CallPilot server” chapter in the
Installation and Configuration Task List (555-7101-210) 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.
When you purchased your CallPilot server, it came preinstalled with the
Windows 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.

January 2007 About this guide
1002rp Server Maintenance and Diagnostics 19
Replacement parts
Before replacing any parts on your server, refer to the Nortel product
catalog for the part codes.
Preparing for maintenance activities
Before you proceed with hardware maintenance activities, review the
1002rp Server Hardware Installation (555-7101-205) guide 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
.
CAUTION
Risk of system damage
The use of parts that are not supplied by Nortel can cause
serious system problems or void your Nortel warranty.

About this guide Standard 1.11
20 CallPilot
Reference documents
Fundamentals
CallPilot Fundamentals Guide (555-7101-010)
Planningand Engineering
Data Networking for Voice over IP Guide (553-3001-160)
Network Planning Guide (555-7101-102)
Installation and Configuration
Installation and Configuration Task List Guide (555-7101-210)
Upgrade and Platform Migration Guide (555-7101-207)
Server Installation Guides
201i Server Hardware Installation Guide (555-7101-220)
703t Server Hardware Installation Guide (555-7101-226)
1002rp Server Hardware Installation Guide (555-7101-205)
1005r Server Hardware Installation Guide (555-7101-228)
Configuration and TestingGuides
Meridian 1 and CallPilot Server Configuration Guide (555-7101-222)
T1/SMDI and CallPilot Server Configuration Guide (555-7101-224)
Succession 1000 System and CallPilot Server Configuration Guide (555-7101-510)
Unified MessagingSoftware Installation
Desktop Messaging and MyCallPilot Installation Guide (555-7101-505)
Administration
Administrator's Guide (555-7101-301)
Software Administration and Maintenance Guide (555-7101-202)
Desktop Messaging and MyCallPilot Administration Guide (555-7101-503)
Meridian Mail to CallPilot Migration Guide (555-7101-801)
Application Builder Guide (555-7101-325)
Reporter Guide (555-7101-310)
Maintenance
Tr o ubleshooting Guide (555-7101-501)
Server Maintenance and Diagnostics
201i Server Maintenance and Diagnostics Guide (555-7101-119)
703t Server Maintenance and Diagnostics Guide (555-7101-227)
1002rp Server Maintenance and Diagnostics Guide (555-7101-206)
1005r Server Maintenance and Diagnostics Guide (555-7101-512)
Symposium, M1/Succession 1000, and Voice Processing Guide (297-2183-909)
End User Information
End User Cards End User Guides
CallPilot Customer Documentation Map
Unified Messaging Quick Reference Card
Unified Messaging Wallet Card
A-Style Command Comparison Card
S-Style Command Comparison Card
MenuInterface Quick Reference Card
Alternate Command Interface Quick Reference Card
Multimedia Messaging User Guide
Speech Activated Messaging User Guide
Desktop Messaging User Guide for Microsoft Outlook
Desktop Messaging User Guide for Lotus Notes
Desktop Messaging User Guide for Novell Groupwise
Desktop Messaging User Guide for Internet Clients
MyCallPilot User Guide
Planning and Engineering Guide (555-7101-101)