Nortel CallPilot User manual

Nortel CallPilot
703t Server Maintenance and
Diagnostics
NN44200-702
.

Document status: Standard
Document version: 01.03
Document date: 3 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, the Nortel 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 01.03 of the 703t Server Maintenance and
Diagnostics is released for general availability. Added warning about
replacement hard drive sizes.
April 2007
CallPilot 5.0 Standard 01.02 of the 703t Server Maintenance and
Diagnostics is released for general availability. The procedure was added
for replacing the LSI1600 card with the LSI320-2.
February 2007
CallPilot 5.0 Standard 01.01 of the 703t Server Maintenance and
Diagnostics is released for general availability.
Nortel CallPilot
703t Server Maintenance and Diagnostics
NN44200-702 01.03 Standard
5.0 3 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

6Publication History
Nortel CallPilot
703t Server Maintenance and Diagnostics
NN44200-702 01.03 Standard
5.0 3 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
Overview 17
Interpreting front panel LEDs 18
Interpreting rear panel LEDs 22
Interpreting internal LEDs 23
Interpreting POST diagnostics 24
SCSI controller diagnostics 26
RAID controller diagnostics 27
What to do when the server fails to boot into service 27
Chapter 4 Using Windows online diagnostic tools 31
Overview 31
Viewing event logs 32
Using TCP/IP diagnostic tools 35
Using the chkdsk utility 42
Chapter 5 Using serial port diagnostic tools 45
Overview 45
Shutting down services 45
Conducting TSTSERIO tests 47
Conducting TSTSERIO tests with the loopback plug 49
Restarting services 49
Chapter 6 Using CallPilot Manager to monitor hardware 51
Understanding fault management 51
Alarm Monitor 53
Event Browser 55
Channel and Multimedia Monitors 57
The Maintenance page 57
Viewing component states 60
Starting and stopping components 62
Nortel CallPilot
703t Server Maintenance and Diagnostics
NN44200-702 01.03 Standard
5.0 3 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

8Contents
Running integrated diagnostics 64
Viewing the last diagnostic results 66
Working with the Multimedia Monitor 67
Working with the Channel Monitor 69
Chapter 7 Using CallPilot system utilities 73
Overview 73
Diagnostics Tool 74
PEP Maintenance utility 75
Session Trace 75
System Monitor 77
Chapter 8 Replacing basic chassis components 81
Preparing the server for hardware maintenance 81
Removing the side cover 84
Removing and replacing the upper fan holder foam 86
Replacing the side cover 88
Cooling fans description 89
Replacing a front system fan 92
Replacing a rear system fan 95
Replacing the processor fan 98
Chapter 9 Replacing media drives 101
SCSI and IDE drive cabling 101
Replacing a faulty hard drive 102
Replacing the tape drive 109
Replacing the CD-ROM drive 113
Replacing the floppy disk drive 116
Chapter 10 RAID operations 121
RAID overview 121
Verifying the RAID firmware 122
Configuring RAID using LSI Elite 1600 controller and Ctrl+M 124
Replacing the LSI1600 card with LSI320-2 126
Verifying consistency on the drives 128
RAID splitting 129
Task summary for configuring RAID 133
Task summary for RAID splitting 134
Chapter 11 Replacing or adding voice processing boards 137
DSP numbering and location 137
Replacing MPB96 boards 138
Chapter 12 Working with DIMMs and the CPU 143
Replacing or adding baseboard DIMMs 143
Replacing the CPU 146
Nortel CallPilot
703t Server Maintenance and Diagnostics
NN44200-702 01.03 Standard
5.0 3 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

Contents 9
Chapter 13 Working with the CallPilot server BIOS 157
Overview 157
BIOS settings 158
Updating and configuring the BIOS 162
Recovering from corrupted CMOS and BIOS 164
Appendix A 703t description reference 167
Server features 167
Slot assignments 172
IRQ mapping table 173
Index 175
Nortel CallPilot
703t Server Maintenance and Diagnostics
NN44200-702 01.03 Standard
5.0 3 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

10 Contents
Nortel CallPilot
703t Server Maintenance and Diagnostics
NN44200-702 01.03 Standard
5.0 3 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
703t Server Maintenance and Diagnostics
NN44200-702 01.03 Standard
5.0 3 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
703t Server Maintenance and Diagnostics
NN44200-702 01.03 Standard
5.0 3 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 and resolving
system problems)
•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 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. You can
obtain the latest version from the Partner Information Center (PIC) at
http://www.nortel.com/pic.
The Installation and Configuration Task List (NN44200-306) explains
how to restart, shut down, and power up the CallPilot server. When you
purchased your CallPilot server, it came preinstalled with the 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.
Replacement parts
Before replacing any parts on your server, refer to the Nortel product
catalog for the part codes.
Nortel CallPilot
703t Server Maintenance and Diagnostics
NN44200-702 01.03 Standard
5.0 3 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

14 Chapter 2 About this guide
CAUTION
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
Installation and Configuration Task List (NN44200-306) and the 703t
Server Hardware Installation Guide(NN44200-304) 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 703t server or for taking it out of
service
Reference documents
For a list of all CallPilot documents, see the following CallPilot Customer
Documentation Map.
Nortel CallPilot
703t Server Maintenance and Diagnostics
NN44200-702 01.03 Standard
5.0 3 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

Maintenance and diagnostics overview 15
Nortel CallPilot
703t Server Maintenance and Diagnostics
NN44200-702 01.03 Standard
5.0 3 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

16 Chapter 2 About this guide
Nortel CallPilot
703t Server Maintenance and Diagnostics
NN44200-702 01.03 Standard
5.0 3 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

17
Chapter 3
Troubleshooting your CallPilot system
In this chapter
"Overview" (page 17)
"Interpreting front panel LEDs" (page 18)
"Interpreting rear panel LEDs" (page 22)
"Interpreting internal LEDs" (page 23)
"Interpreting POST diagnostics" (page 24)
"SCSI controller diagnostics" (page 26)
"RAID controller diagnostics" (page 27)
"What to do when the server fails to boot into service" (page 27)
Overview This section describes the startup diagnostics available on the 703t server
and the methods for troubleshooting startup problems. the following topics
are covered:
•Hardware LED states starting on "Interpreting front panel LEDs" (page
18)
•Power-On Self-Test (POST) diagnostics on "Interpreting POST
diagnostics" (page 24)
•SCSI controller diagnostics on "SCSI controller diagnostics" (page 26)
•RAID controller diagnostics "RAID controller diagnostics" (page 27)
•What to do when the server fails to boot into service on "What to do
when the server fails to boot into service" (page 27)
Nortel CallPilot
703t Server Maintenance and Diagnostics
NN44200-702 01.03 Standard
5.0 3 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

18 Chapter 3 Troubleshooting your CallPilot system
Interpreting front panel LEDs
This section describes LED states visible on the 703t server front panel.
LED locations
"LED locations" (page 18) shows where the LEDs are located.
LED locations
The server LEDs, from top to bottom and left to right, indicate the status
of the following:
•the ELAN and CLAN network interfaces
•hard drive
•power/sleep
•system
LEDs are also provided on the SCSI tape drive faceplate, floppy disk drive
faceplate, and the IDE CD-ROM drive faceplate.
Nortel CallPilot
703t Server Maintenance and Diagnostics
NN44200-702 01.03 Standard
5.0 3 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

Interpreting front panel LEDs 19
Network LED states
The network LEDs are green and are located as follows:
LED
position Controller
name Controller type LAN
type
Left NIC1 10/100Base-T ELAN
Right NIC2 10/100/1000Bas
e-T CLAN
IF the network
interface LED is THEN
off a valid hardware connection with the network has not
been established.
Ensure that the Ethernet cable is connected to both the
Ethernet connector on the server and the respective
network hub. If the cable is connected, ensure that
the cable is serviceable.
on a valid hardware connection with the network has been
established.
Note: Before the 703t server can receive or transmit
data, you must configure valid IP settings on the 703t
server.
blinking rapidly activity is occurring on the network.
Note: This does not mean that the 703t server is
actually transmitting or receiving packets.
Hard drive LED states
The hard drive LED (the first LED in the row of LEDs below the power
button on the 703t server front panel) is not used because the 703t server
is actually equipped with two hard drives. There are no LEDs on the hard
drives.
If hard drive faults occur on the 703t server, you can investigate them by
reviewing events in the following:
•operating system Event Viewer (see "Viewing event logs" (page 32))
•CallPilot Event Browser (see "Event Browser" (page 55))
You can also view the status of each hard drive in the MegaRAID Client.
For instructions on accessing and using this utility, see Chapter 10 "RAID
operations" (page 121)
Nortel CallPilot
703t Server Maintenance and Diagnostics
NN44200-702 01.03 Standard
5.0 3 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.

20 Chapter 3 Troubleshooting your CallPilot system
Power/sleep LED states
The power/sleep LED is the middle LED in the row of LEDs below the power
button on the 703t server’s front panel (see "Status LEDs" in the diagram on
"LED locations" (page 18)). The LED is green.
IF the power/sleep
status LED is AND THEN
green steady the server is powered on.
off not applicable the server is powered off.
Note: The CallPilot operating system does not support sleep mode on the server.
System status LED
The system status LED is the right LED in the row of LEDs below the power
button on the 703t server’s front panel (see "Status LEDs" in the diagram on
"LED locations" (page 18)).
Note: If the status LED indicates a problem, you can learn more about
the problem by using the server’s event log. For more information, see
"Viewing event logs" (page 32).
IF the system
status LED is AND THEN
steady the server is operating normally.
green
blinking the server’s processor or memory is
disabled.
amber steady •a critical temperature or voltage
fault has occurred.
•the CPU is not installed or is not
functioning.
blinking •a power fault has occurred.
•a fan is faulty.
•a non-critical temperature or
voltage fault has occurred.
off a fatal error occurred during the
power-on status test (POST).
Nortel CallPilot
703t Server Maintenance and Diagnostics
NN44200-702 01.03 Standard
5.0 3 April 2007
Copyright © 2007, Nortel Networks Nortel Networks Confidential
.