Nortel 201i Operating and maintenance instructions

555-7101-119
CallPilot
Installation and Configuration
Part 5: 201i Server Maintenance and Diagnostics
Product release 2.0 Standard 1.0 October 2002
555-7101-119

P0949451

CallPilot
Installation and Configuration
Part 5: 201i Server Maintenance and Diagnostics
Publication number: 555-7101-119
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.
This page and the following page are considered the title page, and contain Nortel Networks
and third-party 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.
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Part 5: 201i Server Maintenance and Diagnostics v
Publication history
October 2002
Standard 1.0 of CallPilot Installation and
Configuration, Part 5: 201i Server Maintenance
and Diagnostics is released for CallPilot 2.0
general availability.

vi CallPilot
Publication history Standard 1.0

Part 5: 201i Server Maintenance and Diagnostics vii
Contents
1About this guide 9
Maintenance and diagnostics overview . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Resolving system problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Replacing hardware components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
2Troubleshooting your CallPilot system 17
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Section A: LED and HEX displays 19
Status LEDs and HEX display location . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Interpreting the power status LED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Interpreting the MPC slot LEDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Interpreting the network and drive activity LEDs . . . . . . . . . . . . . . . . . . . 24
Interpreting the HEX display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Section B: Startup diagnostics 31
Startup diagnostic codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Startup sequence description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Troubleshooting startup problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
3Using Windows NT online diagnostic tools 43
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Viewing event logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Checking hardware using Windows NT Diagnostics. . . . . . . . . . . . . . . . . 51
Using TCP/IP diagnostic tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
4Using CallPilot Manager to monitor hardware 65
Understanding fault management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Contents Standard 1.0
viii CallPilot
Section A: Tools for isolating and fixing
hardware problems 67
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Alarm Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Event Browser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Maintenance page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Channel and Multimedia Monitors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Section B: Working with the Maintenance page 79
Introducing the Maintenance page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Viewing component states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Starting and stopping components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Running integrated diagnostics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Viewing the last diagnostic results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Section C: Working with the Multimedia and
Channel Monitors 99
Working with the Multimedia Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Working with the Channel Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
5Using CallPilot system utilities 105
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Diagnostics Tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
PEP Maintenance utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
System Monitor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
6Performing hardware maintenance and
mechanical assembly 117
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Removing the server from the switch. . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Replacing the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Replacing the IDE hard drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Replacing the software feature key. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Replacing Multimedia Processing Cards . . . . . . . . . . . . . . . . . . . . . . . . . 134
Index 141

Part 5: 201i Server Maintenance and Diagnostics 9
Chapter 1
About this guide
In this chapter
Maintenance and diagnostics overview 10
Resolving system problems 12
Replacing hardware components 15

About this guide Standard 1.0
10 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 thisguide
Part 5: 201i Server Maintenance and Diagnostics 11
CallPilot Troubleshooting Reference
Note: The CallPilot Troubleshooting Reference is intended 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 12.
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
Chapter 6, “Performing hardware maintenance and mechanical assembly,”
explains how to replace hardware components. For more details, see
“Replacing hardware components” on page 15.
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
12 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
201i server, as follows:
To See
interpret the LEDs on the
201i server
Chapter 2, “Troubleshooting your
CallPilot system”
interpret startup sequence
and diagnostic codes
Chapter 2, “Troubleshooting your
CallPilot system”
use Windows NT 4.0
diagnostic tools, including Event
Viewer and TCP/IP diagnostic
tools
Chapter 3, “Using Windows NT
online diagnostic tools”
use the Event Browser, Alarm
Monitor, and Maintenance
page in CallPilot Manager
Chapter 4, “Using CallPilot Manager
to monitor hardware”

October 2002 About thisguide
Part 5: 201i Server Maintenance and Diagnostics 13
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 5, “Using CallPilot system
utilities”
To See

About this guide Standard 1.0
14 CallPilot
server to network connection problems
remote access connection problems
CallPilot application problems

October 2002 About thisguide
Part 5: 201i Server Maintenance and Diagnostics 15
Replacing hardware components
Introduction
This guide describes how to replace or install hardware components as
follows:
Approved replacement parts
Before replacing any parts on your server, refer to the Nortel Networks
product catalog for the part codes.
To replace or install See
the 201i server (in the event
of a complete system failure)
“Replacing the server” on page 121
the hard drive “Replacing the IDE hard drive” on
page 125
the software feature key
(dongle)
“Replacing the software feature key”
on page 132
MPC-8 cards “Replacing Multimedia Processing
Cards” on page 134
.
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.

About this guide Standard 1.0
16 CallPilot
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 201i server or for taking it out of
service

Part 5: 201i Server Maintenance and Diagnostics 17
Chapter 2
Troubleshooting your CallPilot
system
In this chapter
Overview 18
Section A: LED and HEX displays 19
Status LEDs and HEX display location 20
Interpreting the power status LED 21
Interpreting the MPC slot LEDs 23
Interpreting the network and drive activity LEDs 24
Interpreting the HEX display 26
Section B: Startup diagnostics 31
Startup diagnostic codes 32
Startup sequence description 36
Troubleshooting startup problems 40

Troubleshooting your CallPilot system Standard 1.0
18 CallPilot
Overview
Introduction
This guide provides instructions for using the resources provided by your
201i system. Use these resources to determine the cause of system
problems, and then resolve them.
LEDs and HEX display on the 201i server’s faceplate
The LEDs indicate when
the 201i server, MPC-8 card, or SCSI drive are in use
it is safe to remove the server from the switch, or the MPC-8 card from
the server
network activity is occurring
The HEX display displays messages that appear during startup or normal
201i server operation.
For more information, see “LED and HEX displays” on page 19.
Startup sequence and diagnostic codes
To help you determine if the 201i server started successfully (or if it failed),
watch the startup sequence and the diagnostic codes that appear. The entire
sequence occurs when you do one of the following:
Lock 201i server against the switch backplane. When locked against the
backplane, the 201i server begins receiving power.
Restart Windows NT.
Press Reset on the 201i server’s faceplate to perform a hardware restart.
For more information, see “Startup diagnostics” on page 31.

October 2002 Troubleshooting yourCallPilot system
Part 5: 201i Server Maintenance and Diagnostics 19
Section A: LED and HEX displays
In this section
Status LEDs and HEX display location 20
Interpreting the power status LED 21
Interpreting the MPC slot LEDs 23
Interpreting the network and drive activity LEDs 24
Interpreting the HEX display 26

Troubleshooting your CallPilot system Standard 1.0
20 CallPilot
Status LEDs and HEX display location
The following diagram shows the location of the status LEDs and HEX
display on the 201i server’s faceplate:
G101439
Power status LED
MPC status LEDs
HEX display
MPC status LEDs
Network and drive
activity LEDs