Nortel CallPilot 702t Operating and maintenance instructions

555-7101-216
CallPilot
Installation and Configuration
Part 5: 702t Server Maintenance and Diagnostics
Product release 2.0 Standard 1.0 October 2002
555-7101-216

P0949453

CallPilot
Installation and Configuration
Part 5: 702t Server Maintenance and Diagnostics
Publication number: 555-7101-216
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 and CallPilot 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.
3COM is a trademark of 3Com Corporation.
ACCENT is a trademark of Accent Software International Ltd.
AMDEK is a trademark of Amdek Corporation.
AT&T is a trademark of American Telephone andTelegraph Corporation.
ATLAS is a trademark of Quantum Corporation.
ATRIA is a trademark of Pure Atria Corporation.
BLACKBERRY is a trademark of Research in Motion Limited.
CASEWARE is a trademark of Caseware International, Inc.
CONTINUUS is a trademark of Continuus Software Corporation.
CRYSTAL REPORTS is a trademark of Seagate Software Inc.
DEFINITY is a trademark of Avaya Inc.
DIALOGIC is a trademark of Dialogic Corporation.
EUDORA is a trademark of Qualcomm.
EXCHANGE.NET, INTERNET EXPLORER, LINKEXCHANGE, MICROSOFT, MICROSOFT
EXCHANGE SERVER, MS-DOS, OUTLOOK, POWERPOINT, WINDOWS, WINDOWS
MEDIA, and WINDOWS NT are trademarks of Microsoft Corporation.
GROUPWISE and NOVELL are trademarks of Novell Inc.
HITACHI is a trademark of Hitachi Limited.
INTEL is a trademark of Intel Corporation.
LOGITECH is a trademark of Logitech, Inc.
NETSCAPE COMMUNICATOR is a trademark of Netscape Communications Corporation.
PCANYWHERE is a trademark of Symantec Corporation.
PROMARK and RHOBOT are trademarks of DMI Promark, Inc.
RADISYS is a trademark of Radisys Corporation.
SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA.
SYBASE is a trademark of Sybase, Inc.
UNIX is a trademark of X/Open Company Limited.
US ROBOTICS, the US ROBOTICS logo, and SPORTSTER are trademarks of US
Robotics.
VOICEBRIDGE is a trademark of Voice Technologies Group Inc.

Part 5: 702t Server Maintenance and Diagnostics v
Publication history
October 2002 Standard 1.0 of CallPilot Installation and
Configuration, Part 5: 702t Server Maintenance
and Diagnostics is issued for general release.

vi CallPilot
Publication history Standard 1.0

Part 5: 702t 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
Interpreting POST diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Interpreting startup diagnostics from SCSI BIOS . . . . . . . . . . . . . . . . . . . 23
What to do when the server fails to boot into service. . . . . . . . . . . . . . . . . 24
3Using Windows NT online diagnostic tools 27
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Viewing event logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Checking hardware using Windows NT Diagnostics . . . . . . . . . . . . . . . . . 35
Using TCP/IP diagnostic tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Invoking the chkdsk utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
4Using serial port diagnostic tools 51
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Shutting down services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Conducting TSTSERIO tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Conducting TSTSERIO tests with the loopback plug . . . . . . . . . . . . . . . . 59
Restarting services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Contents Standard 1.0
viii CallPilot
5Using CallPilot Manager to monitor hardware 63
Understanding fault management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Section A: Tools for isolating and fixing hardware problems 65
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Alarm Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Event Browser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Maintenance page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Channel and Multimedia Monitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Section B: Working with the Maintenance page 77
Introducing the Maintenance page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Viewing component states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Starting and stopping components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Running integrated diagnostics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Viewing the last diagnostic results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Section C: Working with the Multimedia and Channel
Monitors 97
Working with the Multimedia Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Working with the Channel Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
6Using CallPilot system utilities 103
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Diagnostics Tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
PEP Maintenance utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
System Monitor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
7Replacing basic chassis components 115
Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Removing the side cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Replacing the side cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Removing the front cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Replacing the front cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Removing the fan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Replacing the fan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

October 2002 Contents
Part 5: 702t Server Maintenance and Diagnostics ix
8Replacing a hard drive, tape drive, CD-ROM drive, or
floppy drive 125
SCSI and IDE cabling illustrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Replacing or installing hard drives. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Replacing or installing a tape drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Replacing the CD-ROM drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Replacing the floppy disk drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
9Performing RAID maintenance 147
RAID overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Section A: Replacing the RAID controller card 149
Replacing the AcceleRAID 352 RAID controller card . . . . . . . . . . . . . . 150
Upgrading from DAC960 to AcceleRAID352 . . . . . . . . . . . . . . . . . . . . . 152
Section B: Maintaining an AcceleRAID352 RAID system 153
Installing AcceleRAID352 RAID Global Array Manager software . . . . 154
Rebuilding an AcceleRAID352 RAID hard drive . . . . . . . . . . . . . . . . . . 155
Configuring an AcceleRAID352 RAID system . . . . . . . . . . . . . . . . . . . . 159
To flash upgrades in the AcceleRAID352 controller . . . . . . . . . . . . . . . . 168
Splitting AcceleRAID352 RAID drives and upgrading software . . . . . . 169
Section C: Maintaining a DAC960 RAID system 195
Maintaining DAC960 RAID hard drives . . . . . . . . . . . . . . . . . . . . . . . . . 196
Rebuilding a DAC960 RAID hard drive . . . . . . . . . . . . . . . . . . . . . . . . . 198
Configuring a DAC960 RAID system . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Splitting DAC960 RAID drives and upgrading software. . . . . . . . . . . . . 212
10 Replacing or adding voice processing boards 241
DSP numbering and location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
SCbus cabling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Replacing or adding MPC-8 cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Replacing or adding MPB16-4 boards . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
11 Replacing network cards 255
Maintaining the onboard network card. . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Replacing the CLAN card. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257

Contents Standard 1.0
xCallPilot
12 Replacing DIMMs and the CPU 259
Replacing baseboard DIMMs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Replacing the CPU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
13 SSU and BIOS 265
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Backing up the BIOS and SSU upgrade disks . . . . . . . . . . . . . . . . . . . . . 267
Recovering the BIOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Crisis recovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Upgrading and configuring the BIOS. . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
SSU overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Configuring your system using SSU . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
A702t reference material 285
Server features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
Rear panel diagram and slot locations . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
Slot assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
IRQ mapping table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Index 295

Part 5: 702t 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: 702t 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 13 in this guide explain how to replace or maintain 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
702t 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 27
run diagnostics on the
serial ports
Chapter 4, “Using serial port
diagnostic tools”on page 51
use the Event Browser, Alarm
Monitor, and Maintenance
page in CallPilot Manager
Chapter 5, “Using CallPilot Manager
to monitor hardware”on page 63

October 2002 About this guide
Part 5: 702t 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 103
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: 702t 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
the server cover, or cooling
fan
Chapter 7, “Replacing basic chassis
components”on page 115
the hard drive, tape drive,
CD-ROM drive, or floppy
diskette drive
Chapter 8, “Replacing a hard drive,
tape drive, CD-ROM drive, or floppy
drive”on page 125
the RAID card Chapter 9, “Performing RAID
maintenance”on page 147

MPC-8 cards

MPB16-4 boards
Chapter 10, “Replacing or adding
voice processing boards”on page 241
the Ethernet network interface
card
Chapter 11, “Replacing network
cards”on page 255
memory modules Chapter 12, “Replacing DIMMs and
the CPU”on page 259
the CPU Chapter 12, “Replacing DIMMs and
the CPU”on page 259
the BIOS Chapter 13, “SSU and BIOS”on page
265

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 702t 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.

Part 5: 702t Server Maintenance and Diagnostics 19
Chapter 2
Troubleshooting your CallPilot
system
In this chapter
Overview 20
Interpreting POST diagnostics 21
Interpreting startup diagnostics from SCSI BIOS 23
What to do when the server fails to boot into service 24

Troubleshooting your CallPilot system Standard 1.0
20 CallPilot
Overview
Introduction
This section describes the startup diagnostics available on the 702t server,
and the methods for troubleshooting startup problems. This includes the
following:

Power-On Self-Test (POST) diagnostics

SCSI controller diagnostics or RAID controller diagnostics
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. As a result, this guide is not part of the customer
documentation package. See “Using the CallPilot Troubleshooting
Reference”on page 15 for more details.