Nortel CallPilot User manual

Nortel CallPilot
1005r Server Maintenance and
Diagnostics
NN44200-704
.

Document status: Standard
Document version: 01.06
Document date: 19 July 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, Succession, Supernode, Symposium, 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, 600r, 703t, and 1002rp:
Japan VCCI statement
The following applies to server models 600r, 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
July 2007
CallPilot 5.0, Standard 01.06 of the 1005r Server Maintenance and
Diagnostics guide is updated as per CR - Q01665596-01.
April 2007
CallPilot 5.0, Standard 01.05 of the 1005r Server Maintenance and
Diagnostics guide is issued for general release.
April 2007
CallPilot 5.0, Standard 01.04 of the 1005r Server Maintenance and
Diagnostics guide is issued for general release.
April 2007
CallPilot 5.0, Standard 01.03 of the 1005r Server Maintenance and
Diagnostics guide is issued for general release. Changed the precaution
note for replacement hard drive size.
March 2007
CallPilot 5.0, Standard 01.02 of the 1005r Server Maintenance and
Diagnostics guide is issued for general release.
March 2007
CallPilot 5.0, Standard 01.01 of the 1005r Server Maintenance and
Diagnostics guide is issued for general release.
Nortel CallPilot
1005r Server Maintenance and Diagnostics
NN44200-704 01.06 Standard
5.0 19 July 2007
Copyright © 2007, Nortel Networks
.

6Publication History
Nortel CallPilot
1005r Server Maintenance and Diagnostics
NN44200-704 01.06 Standard
5.0 19 July 2007
Copyright © 2007, Nortel Networks
.

7
Contents
Chapter 1 How to get help 9
Chapter 2 Outlining maintenance and diagnostics activities 11
1005r server features 11
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 19
Interpreting BIOS error messages 21
When a processor in the 1005r server is disabled 23
What to do when the server fails to boot into service 24
Interpreting hard drive LEDs 25
Performing a hardware shutdown 25
Chapter 4 Using Windows online diagnostic tools 27
Overview 27
Viewing event logs 27
Using TCP/IP diagnostic tools 31
Using the chkdsk utility 38
Chapter 5 Monitoring server hardware 41
ISM overview 41
Chapter 6 Monitoring multimedia hardware 43
Understanding fault management 43
Alarm Monitor 45
Event Browser 46
Channel and Multimedia Monitors 48
The Maintenance screen 48
Viewing component states 51
Starting and stopping components 53
Running integrated diagnostics 55
Viewing the last diagnostics result 57
Working with the Multimedia Monitor 58
Nortel CallPilot
1005r Server Maintenance and Diagnostics
NN44200-704 01.06 Standard
5.0 19 July 2007
Copyright © 2007, Nortel Networks
.

8Contents
Working with the Channel Monitor 60
Chapter 7 Using CallPilot system utilities 63
Overview 63
Diagnostics Tool 64
PEP Maintenance utility 65
Session Trace 66
CallPilot System Monitor 68
Chapter 8 Replacing basic chassis components 73
Removing and replacing the front bezel 73
Removing and replacing the server cover 75
Removing and replacing the processor air duct 76
Replacing the power supply 78
Replacing a hard drive 79
Replacing the four-fan assembly 82
Replacing the dual NIC card 84
Replacing the DVD combo drive 89
Replacing memory DIMMs 91
Replacing the software feature key 93
Chapter 9 RAID operations 95
Outlining RAID functions 95
Verifying the RAID firmware 96
Configuring RAID using LSI320-1 controller and Ctrl+M 98
Verifying consistency on the drives 101
RAID splitting 102
Replacing the RAID card 105
Chapter 10 Replacing or adding voice processing boards 111
M1/CS1000 switch connectivity 111
Locating the voice processing boards 112
DSP numbering and location 112
Replacing an MPB96 board 113
Upgrading to high capacity 121
Chapter 11 Maintaining the BIOS and system board firmware129
Configuring the 1005r BIOS and firmware 129
BIOS settings 132
Using system event logs 134
Maintaining the onboard video and network cards 137
Index 138
Nortel CallPilot
1005r Server Maintenance and Diagnostics
NN44200-704 01.06 Standard
5.0 19 July 2007
Copyright © 2007, Nortel Networks
.

9
Chapter 1
How to get help
This chapter 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:
www.nortel.com/support.
This site provides quick access to software, documentation, bulletins, and
tools to address issues with Nortel products. From this site, you can:
•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 do not find the information you require on the Nortel Technical Support
Web site, and you 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:
www.nortel.com/callus.
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:
Nortel CallPilot
1005r Server Maintenance and Diagnostics
NN44200-704 01.06 Standard
5.0 19 July 2007
Copyright © 2007, Nortel Networks
.

10 Chapter 1 How to get help
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
1005r Server Maintenance and Diagnostics
NN44200-704 01.06 Standard
5.0 19 July 2007
Copyright © 2007, Nortel Networks
.

11
Chapter 2
Outlining maintenance and diagnostics
activities
In this chapter
"1005r server features" (page 11)
"Maintenance and diagnostics overview" (page 13)
1005r server features
Note: To comply with the EU (European Union) RoHS directive, some
of the part numbers now contain an E5 or E6 suffix. For example, part
number NTRH2014 is now NTRH2014E6. The part numbers in this
guide do not contain a suffix.
Front control panel and features
The following diagram shows the front view of the 1005r server chassis
with the bezel cover removed. When the bezel cover is on, the DVD
connections, controls, alarm LEDs, and status LEDs are visible. With the
bezel cover removed, both hard drives, the peripheral DVD/CD/CDRW drive,
the antistatic connection, and the front serial port are accessible.
Nortel CallPilot
1005r Server Maintenance and Diagnostics
NN44200-704 01.06 Standard
5.0 19 July 2007
Copyright © 2007, Nortel Networks
.

12 Chapter 2 Outlining maintenance and diagnostics activities
Front panel controls
Label Control or feature Label Control or feature
A Power switch L HDD1 activity
B Reset switch M HDD0 activity
C Critical alarm LED N DVD/CD/CDRW LED and
eject button
D Major alarm LED O Front connection to comm 2
serial port
E Minor alarm LED P USB 2
F Power alarm LED Q Electrostatic discharge
(ESD) connection
G NMI switch (not used) R Hard drive 1 pull handle
H ID switch S Hard drive 1 release lever
I ID LED T Hard drive 0 pull handle
J NIC activity LED U Hard drive 0 release lever
K Status LED
Back panel controls and features
The following diagram shows the back panel controls. The features on the
right are the AC power supply banks. The PCI card brackets are in the
middle of the back panel while the connectors and ports are along the
bottom and left side.
Nortel CallPilot
1005r Server Maintenance and Diagnostics
NN44200-704 01.06 Standard
5.0 19 July 2007
Copyright © 2007, Nortel Networks
.

Maintenance and diagnostics overview 13
Back panel controls and features
Label Control or feature Label Control or feature
A DB15 Telco alarm connector
(not used) G Rear connection to comm
2 serial port
B1 PCI low-profile card #1
bracket H RJ45 NIC 1 connector
B2 PCI card #2 dual NIC
for High Availability (HA)
configuration. For more
information about HA,
see High Availability:
Installation and Configuration
(NN44200-311).
I RJ45 NIC 2 connector
B3 PCI card #3 dual NIC for
HA configuration. For
more information about
HA, see High Availability:
Installation and Configuration
(NN44200-311).
J Video connector
C PCI full-size card brackets.
Numbered (1, 2, 3) from top
to bottom.
K USB 1
D Power supply 1 L USB 0
E Power supply 2 M Server management LAN
port
F PS/2 mouse and keyboard
connectors N External SCSI tape drive
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)
Nortel CallPilot
1005r Server Maintenance and Diagnostics
NN44200-704 01.06 Standard
5.0 19 July 2007
Copyright © 2007, Nortel Networks
.

14 Chapter 2 Outlining maintenance and diagnostics activities
•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 the necessary safety procedures.
If you cannot resolve your system problems with the resources described
in this guide, you can also refer to the Troubleshooting Reference Guide
(NN44200-700).
Note: Nortel continually updates the Troubleshooting Guide.
It is available from the Partner Information Center (PIC) at
www.nortel.com/pic.
For information about restarting, shutting down, and powering up
the CallPilot server, see the Installation and Configuration Task List
(NN44200-306). You can be asked to perform one or more of these tasks
while maintaining your server.
Your CallPilot server comes 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.
Note: If you load the firmware on the server, both power supplies and
hard drives must be connected and the hard drives must be online. If
a failure occurs on any of these components it is not reported by the
server LEDs or by ISM.
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
1005r Server Hardware Installation (NN44200-308) guide for the following
information:
•required tools and equipment
Nortel CallPilot
1005r Server Maintenance and Diagnostics
NN44200-704 01.06 Standard
5.0 19 July 2007
Copyright © 2007, Nortel Networks
.

Maintenance and diagnostics overview 15
•recommended safety precautions for electrostatic discharge, handling
cards, and handling your server
Reference documents
Nortel CallPilot
1005r Server Maintenance and Diagnostics
NN44200-704 01.06 Standard
5.0 19 July 2007
Copyright © 2007, Nortel Networks
.

16 Chapter 2 Outlining maintenance and diagnostics activities
Nortel CallPilot
1005r Server Maintenance and Diagnostics
NN44200-704 01.06 Standard
5.0 19 July 2007
Copyright © 2007, Nortel Networks
.

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 19)
"Interpreting BIOS error messages" (page 21)
"What to do when the server fails to boot into service" (page 24)
"Interpreting hard drive LEDs" (page 25)
"Performing a hardware shutdown" (page 25)
Startup diagnostics overview
This section contains procedures for interpreting the startup diagnostics
on the 1005r server.
Types of startup diagnostics
The following types of startup diagnostics are available on the server:
•basic hardware check (front panel LEDs)
•Power-On Self-Test (POST) diagnostics
•SCSI hard drive controller diagnostics or RAID controller diagnostics
These diagnostics are available at initial system startup or after any 1005r
server reset.
Basic hardware check
This section describes some basic checks that you can do when you start
up the server.
Nortel CallPilot
1005r Server Maintenance and Diagnostics
NN44200-704 01.06 Standard
5.0 19 July 2007
Copyright © 2007, Nortel Networks
.

18 Chapter 3 Troubleshooting your CallPilot system
To run the startup test
Step Action
1Ensure the system is powered down and the AC cords are
disconnected. Wait 5 seconds before applying power again.
2Apply AC power to the server by plugging in the first AC cord then
the second AC cord. Observe the front panel display.
1005r front panel.
Result: All the alarm LEDs on the front panel illuminate for a fraction
of a second.
Note 1: The back panel LEDs on each power supply start
blinking green when AC power is applied and turn solid green
after a few seconds. When AC power is removed from one power
supply, the LED turn amber. If there is a hardware problem with
the supply or it is not functioning properly, the power supply LED
is red.
Note 2: Refer to "Front control panel and features" (page 11) for
details of the front panel.
Nortel CallPilot
1005r Server Maintenance and Diagnostics
NN44200-704 01.06 Standard
5.0 19 July 2007
Copyright © 2007, Nortel Networks
.

Power-On Self-Test diagnostics 19
3Check that all the alarm LEDs (C to F) are illuminated amber for
a few seconds. If not, refer to the following table for functional
descriptions of fault LEDs.
Alarm fault LEDs
LED Functional description
CRT A critical system fault is an error or event with a fatal system
impact. The system cannot continue to operate.
MJR A major system fault is an error or event with a discernible
impact on system operation. The system can continue to
operate but with reduced performance or features.
MNR A minor system fault is an error or event with little impact on
system operation. The system continues to operate.
PWR A power supply fault indicates that one of the power supplies
is not providing power. The MJR LED is also lit.
4Boot the server by pressing the power button on the front of the
CallPilot 1005r server.
5Observe the following server actions:
•The hard drives (R and T) spin up, and the amber hard drive
activity LEDs on the front panel display (HDD0 and HDD1)
extinguish, and then flash with activity.
•The DVD combo LED illuminates temporarily as the system
checks the DVD combo drive (N).
6Check the monitor for any error messages as the server counts RAM
and completes a POST.
For more information about POST, see "Power-On Self-Test
diagnostics" (page 19).
—End—
Power-On Self-Test diagnostics
The Power-On Self-Test (POST) is a system diagnostic program (stored in
the BIOS (Basic Input/Output)) that runs each time the 1005r server starts.
The function of the POST is to test system components and display status
messages.
Nortel CallPilot
1005r Server Maintenance and Diagnostics
NN44200-704 01.06 Standard
5.0 19 July 2007
Copyright © 2007, Nortel Networks
.

20 Chapter 3 Troubleshooting your CallPilot system
To run the POST
Step Action
1Power up the CallPilot server and monitor.
Result: After a few seconds, the POST begins to run.
After the memory test, various screen prompts and messages
appear. The screen prompts can be accompanied by a single beep.
2Observe the screen for any error messages and listen for POST
beep codes. When the POST is complete, the server beeps once.
If the server halts before the POST is finished, the server emits a
beep code indicating that a fatal system error requires immediate
attention. For more information, see "Interpreting POST diagnostics"
(page 20).
If the 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, the 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.
ATTENTION
If your system emits POST beep codes, record the beep code sequence and then
call Nortel technical support before attempting to correct the problem. Ensure
you have the required system information. Some POST beep codes are fatal and
can require that you replace the server.
POST beep codes
Beep count Description
1, 2, or 3 Memory error.
Nortel CallPilot
1005r Server Maintenance and Diagnostics
NN44200-704 01.06 Standard
5.0 19 July 2007
Copyright © 2007, Nortel Networks
.