Nortel 703t Operating and maintenance instructions

555-7101-227
CallPilot
Installation and Configuration
Part 5: 703t Server Maintenance and Diagnostics
Product release 2.02 Standard 1.0 October 2003
555-7101-227

P0603582

CallPilot
Installation and Configuration
Part 5: 703t Server Maintenance and Diagnostics
Publication number: 555-7101-227
Product release: 2.02
Document release: Standard 1.0
Date: October 2003
Copyright © 2003 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
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
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Part 5: 703t Server Maintenance and Diagnostics v
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vi CallPilot
Publication history Standard 1.0

October 2003 Publication history
Part 5: 703t Server Maintenance and Diagnostics vii
Publication history
October 2003 Standard 1.0 of the CallPilot Installation and
Configuration, Part 5: 703t Server Maintenance
and Diagnostics is issued for general release.

viii CallPilot
Publication history Standard 1.0

Part 5: 703t Server Maintenance and Diagnostics ix
Contents
1About this guide 13
Maintenance and diagnostics overview . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Resolving system problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Replacing hardware components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
2Troubleshooting your CallPilot system 21
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Interpreting front panel LEDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Interpreting rear panel LEDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Interpreting internal LEDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Interpreting POST diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
SCSI controller diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
RAID controller diagnostics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
What to do when the server fails to boot into service. . . . . . . . . . . . . . . . . 39
Viewing the System Event Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
3Using Windows NT online diagnostic tools 49
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Viewing event logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Checking hardware using Windows NT Diagnostics. . . . . . . . . . . . . . . . . 57
Using TCP/IP diagnostic tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Invoking the chkdsk utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
4Using serial port diagnostic tools 73
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Shutting down services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Conducting TSTSERIO tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Conducting TSTSERIO tests with the loopback plug . . . . . . . . . . . . . . . . 81
Restarting services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Contents Standard 1.0
xCallPilot
5Using CallPilot Manager to monitor hardware 85
Understanding fault management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Section A: Tools for isolating and fixing hardware problems 87
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Alarm Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Event Browser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Maintenance page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Channel and Multimedia Monitors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Section B: Working with the Maintenance page 99
Introducing the Maintenance page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Viewing component states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Starting and stopping components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Running integrated diagnostics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Viewing the last diagnostic results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Section C: Working with the Multimedia and Channel Monitors
121
Working with the Multimedia Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Working with the Channel Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
6Using CallPilot system utilities 127
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Diagnostics Tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
PEP Maintenance utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Session Trace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
System Monitor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
7Replacing basic chassis components 149
Section A: Preparing for hardware maintenance 151
Preparing the server for hardware maintenance . . . . . . . . . . . . . . . . . . . . 152
Removing the side cover. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Removing and replacing the upper fan holder foam. . . . . . . . . . . . . . . . . 159
Replacing the side cover. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Section B: Replacing fans 163
Cooling fans description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Replacing a front system fan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

October 2003 Contents
Part 5: 703t Server Maintenance and Diagnostics xi
Replacing a rear system fan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Replacing the processor fan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
8Replacing media drives 177
SCSI and IDE drive cabling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Replacing a hard drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Replacing the tape drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Replacing the CD-ROM drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Replacing the floppy disk drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
9Maintaining the AMI MegaRAID Elite 1600 RAID system
201
Section A: RAID maintenance overview 203
About RAID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
RAID maintenance quick reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Section B: Performing RAID card maintenance 211
Replacing the RAID card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Updating the RAID card’s firmware . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Configuring the AMI MegaRAID Elite 1600 card. . . . . . . . . . . . . . . . . . 221
Recovering from a corrupted RAID BIOS. . . . . . . . . . . . . . . . . . . . . . . . 225
Section C: Performing RAID system pack maintenance 229
Verifying consistency on both drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Splitting the RAID system pack . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Rebuilding a hard drive in the RAID system pack. . . . . . . . . . . . . . . . . . 238
Reverting to the pre-upgrade system (if the CallPilot upgrade failed). . . 243
10 Replacing voice processing boards 251
DSP numbering and location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Replacing an MPB96 board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
11 Working with DIMMs and the CPU 259
Replacing or adding baseboard DIMMs. . . . . . . . . . . . . . . . . . . . . . . . . . 260
Replacing the CPU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264

Contents Standard 1.0
xii CallPilot
12 Working with the CallPilot server BIOS 275
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
BIOS settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Updating and configuring the BIOS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Recovering from corrupted CMOS and BIOS . . . . . . . . . . . . . . . . . . . . . 287
A703t description reference 291
Server features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Slot assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
IRQ mapping table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301
Index 303

Part 5: 703t Server Maintenance and Diagnostics 13
Chapter 1
About this guide
In this chapter
Maintenance and diagnostics overview 14
Resolving system problems 16
Replacing hardware components 19

About this guide Standard 1.0
14 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)
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 2003 About this guide
Part 5: 703t Server Maintenance and Diagnostics 15
CallPilot Troubleshooting Reference
Note: Nortel Networks continually updates the CallPilot
Troubleshooting Reference document. You can obtain the latest version
from the Partner Information Center (PIC) at
http://my.nortelnetworks.com.
For more details, see “Resolving system problems” on page 16.
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 or maintain hardware
components. For more details, see “Replacing hardware components” on
page 19.
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
16 CallPilot
Resolving system problems
Introduction
Chapters 2 to 6 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
703t server, as follows:
To See
interpret the LEDs on the
703t server Chapter 2, “Troubleshooting your CallPilot system”
interpret POST codes and
troubleshoot startup problems Chapter 2, “Troubleshooting your CallPilot system”
use the server’s System
Event Log (accessible
from the System Setup
Utility only)
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”

October 2003 About this guide
Part 5: 703t Server Maintenance and Diagnostics 17
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
document. You can obtain the latest version from 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.
run diagnostics on the
serial ports Chapter 4, “Using serial port diagnostic tools”
use the Event Browser, Alarm
Monitor, and Maintenance
page in CallPilot Manager
Chapter 5, “Using CallPilot Manager
to monitor hardware”
use the following CallPilot
system utilities:
Diagnostics Tool
System Monitor
Chapter 6, “Using CallPilot system
utilities”
To See

About this guide Standard 1.0
18 CallPilot
Use the CallPilot Troubleshooting Reference to resolve the following types
of problems:
server boot cycle failures
peripheral device problems
monitor display problems
server to network connection problems
remote access connection problems
CallPilot application problems

October 2003 About this guide
Part 5: 703t Server Maintenance and Diagnostics 19
Replacing hardware components
Introduction
This guide describes how to replace or install hardware components as
follows:
To replace or install See
the server cover
upper fan holder foam
cooling fans
Chapter 7, “Replacing basic chassis
components”
a hard drive
the tape drive
the CD-ROM drive
the floppy disk drive
Chapter 8, “Replacing media drives”
the RAID card Chapter 9, “Maintaining the AMI
MegaRAID Elite 1600 RAID system”
MPB96 boards Chapter 10, “Replacing voice
processing boards”
memory modules
the CPU
Chapter 11, “Working with DIMMs
and the CPU”
the BIOS Chapter 12, “Working with the
CallPilot server BIOS”

About this guide Standard 1.0
20 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 703t server or for taking it out of
service
.
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.