Nortel CallPilot User manual

Nortel CallPilot
1002rp Server Maintenance and
Diagnostics
NN44200-701
.

Document status: Standard
Document version: 01.02
Document date: 4 April 2007
Copyright © 2007, Nortel Networks
All Rights Reserved.
Sourced in Canada
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, Communication Server 1000, Supernode, Contact Center, 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.
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.
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:
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.

5
Publication History
April 2007
CallPilot 5.0 Standard 01.02 of the 1002rp Server Maintenance and
Diagnostics is issued for general release. Added a precaution note on
replacement hard drive size.
February 2007
CallPilot 5.0 Standard 01.01 of the 1002rp Server Maintenance and
Diagnostics is issued for general release.
Nortel CallPilot
1002rp Server Maintenance and Diagnostics
NN44200-701 01.02 Standard
5.0 4 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

6Publication History
Nortel CallPilot
1002rp Server Maintenance and Diagnostics
NN44200-701 01.02 Standard
5.0 4 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

7
Contents
Chapter 1 How to get help 11
Chapter 2 About this guide 13
Maintenance and diagnostics overview 13
Chapter 3 Troubleshooting your CallPilot system 17
Startup diagnostics overview 17
Basic hardware check 17
Power-On Self-Test diagnostics 18
Interpreting POST diagnostics 19
Interpreting startup diagnostics from SCSI BIOS 20
What to do when the server fails to boot into service 21
Chapter 4 Using Windows online diagnostic tools 23
Overview 23
Viewing event logs 23
Using TCP/IP diagnostic tools 27
Using the chkdsk utility 34
Chapter 5 Using serial port diagnostic tools 37
Overview 37
Shutting down services 37
Conducting TSTSERIO tests 40
Conducting TSTSERIO tests with the loopback plug 42
Restarting services 43
Chapter 6 Using CallPilot Manager to monitor hardware 45
Understanding fault management 45
Alarm Monitor 47
Event Browser 48
Channel and Multimedia Monitors 50
The Maintenance screen 50
Viewing component states 53
Starting and stopping components 55
Running integrated diagnostics 58
Viewing the last diagnostic results 60
Nortel CallPilot
1002rp Server Maintenance and Diagnostics
NN44200-701 01.02 Standard
5.0 4 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
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8Contents
Working with the Multimedia Monitor 61
Working with the Channel Monitor 63
Chapter 7 Using CallPilot system utilities 67
Overview 67
Diagnostics Tool 68
PEP Maintenance utility 69
Session Trace 69
System Monitor 71
Chapter 8 Replacing basic chassis components 77
Removing the front bezel and server cover 77
Replacing air filters 80
Replacing the power supply 81
Replacing the SCA SCSI drive cage and fused power cable 84
Replacing the cooling fan 88
Replacing the fuse (AC system only) 91
Replacing the alarm board 93
Setting jumpers on the alarm board 94
Replacing the status display panel 96
Chapter 9 Replacing media drives 99
Replacing a faulty hard drive 99
About the media drive bay 103
Removing the media drive carrier from the chassis 103
Replacing a tape, CD-ROM or floppy drive 106
Installing a tape drive 108
Chapter 10 RAID operations 113
Outlining RAID functions 113
Configuring RAID firmware, driver, and power console 113
Replacing the LSI1600 card with LSI320-2 114
Configuring the RAID controller after a hardware change 116
Splitting the RAID drives 119
Synchronizing RAID drives 121
Chapter 11 Configuring MPB96 boards 125
Determining board and card configuration 125
Identifying hardware components 126
Installing valid configurations 128
Chapter 12 Replacing or adding voice processing boards 131
DSP numbering and location 131
Replacing an MPB96 board 132
Chapter 13 Replacing the D/480JCT-2T1 T1 interface card 135
TD/480JCT-2T1 card function 135
Nortel CallPilot
1002rp Server Maintenance and Diagnostics
NN44200-701 01.02 Standard
5.0 4 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

Contents 9
Chapter 14 Maintaining the Pentium III SBC card 141
Overview 141
Replacing the Pentium III SBC card 142
Configuring the 1002rp Pentium III BIOS 144
Replacing or adding dual inline memory modules 147
Maintaining the onboard video and network cards 149
Index 150
Nortel CallPilot
1002rp Server Maintenance and Diagnostics
NN44200-701 01.02 Standard
5.0 4 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
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10 Contents
Nortel CallPilot
1002rp Server Maintenance and Diagnostics
NN44200-701 01.02 Standard
5.0 4 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

11
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).
Outside North America, go to the following Web site to obtain the phone
number for your region:
http://www.nortel.com/callus
Nortel CallPilot
1002rp Server Maintenance and Diagnostics
NN44200-701 01.02 Standard
5.0 4 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

12 Chapter 1 How to get help
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.
Nortel CallPilot
1002rp Server Maintenance and Diagnostics
NN44200-701 01.02 Standard
5.0 4 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

13
Chapter 2
About this guide
In this chapter
"Maintenance and diagnostics overview" (page 13)
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 (NN44200-700)
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 (NN44200-306) 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.
Nortel CallPilot
1002rp Server Maintenance and Diagnostics
NN44200-701 01.02 Standard
5.0 4 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

14 Chapter 2 About this guide
Replacement parts
Before replacing any parts on your server, refer to the Nortel product
catalog for the part codes.
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.
Preparing for maintenance activities
Before you proceed with hardware maintenance activities, review the
1002rp Server Hardware Installation (NN44200-300) 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
Reference documents
For a list of all CallPilot documents, see the following Customer
Documentation Map.
Nortel CallPilot
1002rp Server Maintenance and Diagnostics
NN44200-701 01.02 Standard
5.0 4 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

Maintenance and diagnostics overview 15
Nortel CallPilot
1002rp Server Maintenance and Diagnostics
NN44200-701 01.02 Standard
5.0 4 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

16 Chapter 2 About this guide
Nortel CallPilot
1002rp Server Maintenance and Diagnostics
NN44200-701 01.02 Standard
5.0 4 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

17
Chapter 3
Troubleshooting your CallPilot system
In this chapter
"Startup diagnostics overview" (page 17)
"Basic hardware check" (page 17)
"Power-On Self-Test diagnostics" (page 18)
"Interpreting POST diagnostics" (page 19)
"Interpreting startup diagnostics from SCSI BIOS" (page 20)
"What to do when the server fails to boot into service" (page 21)
Startup diagnostics overview
This section contains procedures for interpreting the startup diagnostics
on the 1002rp server.
Types of startup diagnostics
The following types of startup diagnostics are available on the server:
•basic hardware check (for example LEDs)
•Power-On Self-Test (POST) diagnostics
•SCSI controller diagnostics or RAID controller diagnostics
These diagnostics are available at initial system startup, or after any 1002rp
server reset.
Basic hardware check
This section describes some basic checks that you can do when you start
up the server.
Nortel CallPilot
1002rp Server Maintenance and Diagnostics
NN44200-701 01.02 Standard
5.0 4 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

18 Chapter 3 Troubleshooting your CallPilot system
To run the startup test
Step Action
1Power on the server and observe the front panel display.
Result: All LEDs on the panel illuminate for a few seconds. The
green power LED remains illuminated.
2Observe the following server actions:
•Cooling fans on the front panel start up, and the red fault LED
next to each fan extinguishes.
•Drives spin up, and the amber hard drive activity LEDs over the
front panel display extinguish, and then flash with activity.
•LEDs illuminate temporarily as the system checks the floppy
drive, tape drive, and CD-ROM drive.
•The LED on each power supply lights up red as supply fans spin
up and components charge. LEDs turn green when the attached
power supply is fully operational.
3Check the monitor for any error messages as the server counts RAM
and completes a POST.
See "Power-On Self-Test diagnostics" (page 18) for more details on
POST.
—End—
Power-On Self-Test diagnostics
The Power-On Self-Test (POST) is a system diagnostic program (stored in
the BIOS) that runs each time the 1002rp server is started. The function of
the POST is to test system components and then display status messages.
To run the POST
Step Action
1Power up the CallPilot server and monitor.
Result: After a few seconds, POST begins to run.
After the memory test, various screen prompts and messages
appear. The screen prompts may be accompanied by a single beep.
2Observe the screen for any error messages and listen for POST
beep codes. When POST completes, the server beeps once.
Nortel CallPilot
1002rp Server Maintenance and Diagnostics
NN44200-701 01.02 Standard
5.0 4 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

Interpreting POST diagnostics 19
If the server halts before POST is finished, the server emits a
beep code indicating that a fatal system error requires immediate
attention. See "Interpreting POST diagnostics" (page 19) for details.
If POST can display a message on the monitor, the server emits two
beeps as the message appears.
Record the message that appears on the monitor and the beep code
that you hear. This information is useful if you need assistance from
your technical support representative.
—End—
Interpreting POST diagnostics
This section provides an explanation of the POST diagnostic codes.
POST beep codes
If an error occurs before video initialization, POST emits beep codes that
indicate errors in hardware, software, or firmware.
A beep code is a series of separate tones, each equal in length. Record the
beep code sequence before calling Nortel technical support.
ATTENTION
Some POST beep codes are fatal and may require that you replace the Single
Board Card (SBC). See the table below for more information about beep codes.
POST beep codes
Beep
count Error message Description
1Refresh Failure The memory refresh circuitry of the processor
board is faulty.
2Parity Error A parity error was detected in the base memory
(the first block of 64 kbytes) of the system.
3Base 64KB
Memory Failure A memory failure occurred within the first 64 kbytes of memory.
4Timer Not
Operational A memory failure occurred within the first 64 kbytes of memory, or Timer #1 on the
processor board failed to function properly.
5Processor Error The Central Processing Unit (CPU) on the
processor board failed to function properly.
Nortel CallPilot
1002rp Server Maintenance and Diagnostics
NN44200-701 01.02 Standard
5.0 4 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

20 Chapter 3 Troubleshooting your CallPilot system
Beep
count Error message Description
68042 - Gate A20
Failure The keyboard controller (8042) contains the Gate A20 switch, which allows the CPU
to operate in protected mode. This error
message means that the BIOS cannot switch
the CPU into protected mode.
7Processor
Exception
Interrupt Error
The CPU on the processor board generated
an exception interrupt.
8Display Memory
Read/Write Error The system video adapter is either missing or
its memory is faulty.
Note: This is not a fatal error.
9ROM Checksum
Error The ROM checksum value does not match the value encoded in the BIOS.
10 CMOS Shutdown
Register
Read/Write Error
The shutdown register for the CMOS RAM
failed.
11 Cache Memory
Bad: Do Note
Enable Cache
The cache memory test failed. Cache memory
is disabled.
Note: Do not press Ctrl+Alt+Shift<+> to enable
cache memory.
Interpreting startup diagnostics from SCSI BIOS
The results from the SCSI controller diagnostics appear after the POST
results.
Applicable cards
Results of the startup diagnostics appear only if you have the following
cards installed on your system:
•Adaptec SCSI controller
The adapter is integrated in the SBC and can be disabled.
•LSI Elite 1600 controller
Nortel CallPilot
1002rp Server Maintenance and Diagnostics
NN44200-701 01.02 Standard
5.0 4 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.