3

Task List

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Initial Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Hardware Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

BCM450 Troubleshooting Guide

4 Task List

Understanding system messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Contacting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

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Contents

Chapter 1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Chapter 2

Initial Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Proper installation and routine maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Network configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Site network map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Logical connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Device configuration information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Other important data about your network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Normal behavior on your network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Chapter 3

Hardware Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Troubleshooting the BCM450 hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Check the power source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Check LED indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Check the wiring connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Verify the keycodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Restart or shut down the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Power on self test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Testing basic hardware functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Reset to factory settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Monitoring the boot process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Chapter 4

Software Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Verify the software version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Verify the keycodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

BCM450 Troubleshooting Guide

6 Contents

Check the programming of lines and phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Check line programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Trunk/Line data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Assigned DNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Restoring system data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Verify the software inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Viewing the inventory of BCM450 software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Obtaining software updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Chapter 5

Advanced Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Example 1: Cannot dial out from an analog trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Example 2: Cannot dial out from a SIP or H323 VoIP trunk . . . . . . . . . . . . . . . . . . . . 53 Example 3: IP set is not registering with the BCM450 . . . . . . . . . . . . . . . . . . . . . . . . . 58 Example 4: Cannot install keycode or invalid keycode application . . . . . . . . . . . . . . . 60 Example 5: Cannot dial out from digital trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Example 6: MeetMe Conferencing commands do not work, or conferencing is busy . 66 Example 7: Unable to apply a software update from a USB storage device . . . . . . . . 67 Example 8: Element Manager incorrectly shows expansion cabinet as empty . . . . . . 68

Chapter 6

Recovery trees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 System is not processing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Start-up profile fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Cannot access BCM450 through Element Manager . . . . . . . . . . . . . . . . . . . . . . . . . . 71 BCM450 shuts down unexpectedly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Chapter 8

Troubleshooting Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Status and Metrics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

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Contents 7

Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Command Line Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Accessing the CLI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Using the Configuration CLI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Using the Maintenance CLI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Chapter 9

Understanding system messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Alarms, logs, and traps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Reporting for dropped calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Chapter 10

Useful Troubleshooting Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Partner Bulletins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Knowledge and Solution Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Using the Knowledge and Solution Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Chapter 11

Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 Backup, restore, and reset operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 How do I back up the database? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 How do I restore the BCM450 from a previous backup? . . . . . . . . . . . . . . . . . . . 88

How do I complete a Warm Reset or Cold Reset? Is it safe and will I lose customer data? 88 Password protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

How do I recover a lost password for the BCM450? . . . . . . . . . . . . . . . . . . . . . . . 89 Fault management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 How do I view Alarms? Can I acknowledge and clear them? . . . . . . . . . . . . . . . . 90 System and status information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 How do I capture the logs from the BCM450? . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 How do I capture the current BCM450 configuration? . . . . . . . . . . . . . . . . . . . . . 93 How do I find the BCM450 system health? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 How do I show specific process states? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 How do I verify current software revision? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 How do find the BCM450 System ID and Serial Number? . . . . . . . . . . . . . . . . . . 95 Connectivity problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 What is an Ethernet loop, and how do I avoid creating one? . . . . . . . . . . . . . . . . 96 IP addresses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 Can I modify the IP address of the OAM port? . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 What are the default IP addresses of the BCM450 ports? . . . . . . . . . . . . . . . . . . 96

BCM450 Troubleshooting Guide

8 Contents

Chapter 12

Contacting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Gathering critical information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Getting Help from the Nortel Web site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Getting help over the phone from a Nortel Solutions Center . . . . . . . . . . . . . . . . . . . 100 Getting help from a specialist by using an Express Routing Code . . . . . . . . . . . . . . 101 Getting help through a Nortel distributor or reseller . . . . . . . . . . . . . . . . . . . . . . . . . . 101

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9

Chapter 1

Introduction

The Nortel Business Communications Manager 450 (BCM450) provides private network and telephony management capability to small and medium-sized businesses. The BCM450 system integrates voice and data capabilities, and IP Telephony gateway functions into a single telephony system. It also enables you to create and provide telephony applications for use in a business environment.

Purpose

This guide provides procedural information to help you troubleshoot and isolate problems in your BCM450 network.

Audience

The BCM450 Troubleshooting Guide is for use by network administrators responsible for maintaining BCM networks that include BCM450 devices. This guide is also useful for network operations center (NOC) personnel supporting a BCM450 managed services solution. To use this guide, you must:

???be an authorized BCM450 administrator within your organization

???know basic Nortel BCM450 terminology

???be knowledgeable about telephony and IP networking technology

Organization

This guide is organized for easy access to information that explains the troubleshooting procedures associated with using the BCM450 system. This guide contains information on the following topics:

???Initial Troubleshooting on page 15

???Hardware Troubleshooting on page 19

???Software Troubleshooting on page 37

???Advanced Troubleshooting on page 51

???Recovery trees on page 69

???Downloading Software on page 75

???Troubleshooting Tools on page 79

???Understanding system messages on page 83

???Useful Troubleshooting Links on page 85

???Frequently Asked Questions on page 87

BCM450 Troubleshooting Guide

10Chapter 1 Introduction

???Contacting Technical Support on page 99

Acronyms

The following is a list of acronyms used in this guide.

Table 1 List of acronyms

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Chapter 1 Introduction 11

Table 1 List of acronyms

BCM450 Troubleshooting Guide

12 Chapter 1 Introduction

Symbols and conventions used in this guide

These symbols are used to highlight critical information for the BCM450 system:

Caution: Alerts you to conditions where you can damage the equipment.

Danger: Alerts you to conditions where you can get an electrical shock.

Warning: Alerts you to conditions where you can cause the system to fail or work improperly.

Note: A Note alerts you to important information.

Tip: Alerts you to additional information that can help you perform a task.

Security note: Indicates a point of system security where a default should be changed,

!or where the administrator needs to make a decision about the level of security required for the system.

Warning: Alerts you to ground yourself with an antistatic grounding strap before performing the maintenance procedure.

Warning: Alerts you to remove the BCM450 main unit and expansion unit power cords from the ac outlet before performing any maintenance procedure.

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Chapter 1 Introduction 13

Related publications

Related publications are listed below. To locate specific information, you can refer to the

Master Index of BCM450 Library (NN40020-100).

BCM450 Administration and Security Guide (NN40160-601)

BCM450 Installation Guide???System (NN40160-301)

BCM450 Maintenance Guide (NN40160-503)

Keycode Installation Guide (NN40010-301)

BCM450 Configuration Guide???Devices (NN40160-500)

BCM450 Configuration Guide???System (NN40160-501)

BCM450 Telset Administration Guide (NN40020-604)

CallPilot Telephone Administration Guide (NN40090-500)

CallPilot Contact Center Telephone Administration Guide (NN40040-600)

Reporting for Contact Center Troubleshooting

BCM450 Troubleshooting Guide

14 Chapter 1 Introduction

NN40160-700

15

Chapter 2

Initial Troubleshooting

You can better troubleshoot the problems on your network and reduce their impact by preparing for such events in advance. To do this, you must know the following:

???that your system is properly installed and routinely maintained

???the configuration of your network

???the normal behavior of your network

Navigation

???Proper installation and routine maintenance on page 15

???Network configuration on page 15

???Normal behavior on your network on page 16

Proper installation and routine maintenance

See the BCM450 Installation Guide???System (NN40160-301) for detailed installation information. This document also outlines the routine tasks required for operating the BCM450.

Network configuration

To keep track of your network???s configuration, gather the information described in the following sections. This information, when kept up-to-date, is extremely helpful when you experience network or device problems.

???Site network map on page 15

???Logical connections on page 16

???Device configuration information on page 16

???Other important data about your network on page 16

Site network map

A site network map identifies where each device is physically located on your site, which helps locate the users and applications that are affected by a problem. You can use the site network map to systematically search each part of your network for problems.

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16 Chapter 2 Initial Troubleshooting

Logical connections

You must know how your devices are connected logically as well as physically. For example, while virtual LANs (VLANs) are not supported on the BCM450 system, VLANs may exist between IP sets connected to the BCM450.

Device configuration information

You should maintain online and paper copies of your device configuration information. Ensure that all online data is stored with your site???s regular data backup. If your site does not have a backup system, copy the information onto a backup disk (such as a CD or zip disk) and store the backup disk at an offsite location.

Other important data about your network

For a complete picture of your network, have the following information available:

???All passwords???Store passwords in a safe place. It is a good practice to keep records of your previous passwords in case you must restore a device to a previous software version and need to use the old password that was valid for that version.

???Device inventory???It is a good practice to maintain a device inventory, which list all devices and relevant information for your network. The inventory allows you to easily see the device type, IP address, ports, MAC addresses, and attached devices.

???MAC address-to-port number list???If your hubs or switches are not managed, you must keep a list of the MAC addresses that correlate to the ports on your hubs and switches.

???Change control???Maintain a change control system for all critical systems. Permanently store change control records.

???Contact details???It is a good practice to store the details of all support contracts, support numbers, engineer details, and telephone and fax numbers. Having this information available when troubleshooting can save a lot to time.

Normal behavior on your network

When you are familiar with the performance of your network when it is fully operational, you can be more effective at troubleshooting problems that arise. To understand the normal behavior of your network, monitor your network over a long period of time. During this time you can see a pattern in the traffic flow, such as which devices are typically accessed or when peak usage times occur.

To identify problems, you can use a baseline analysis, which is an important indicator of overall network health. A baseline serves as a useful reference of network traffic during normal operation, which you can then compare to captured network traffic while you troubleshoot network problems. A baseline analysis speeds the process of isolating network problems. By running tests on a healthy network, you compile normal data for your network. This normal data can then be

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Chapter 2 Initial Troubleshooting 17

used to compare against the results that you get when your network is experiencing trouble. For example, ping each node to discover how long it typically takes to receive a response from devices on your network. Capture and save each device???s response time and when you are troubleshooting you can use these baseline response times to help you troubleshoot.

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18 Chapter 2 Initial Troubleshooting

NN40160-700

19

Chapter 3

Hardware Troubleshooting

Use the tasks in this chapter to troubleshoot problems related to the BCM450 hardware components.

Navigation

???Troubleshooting the BCM450 hardware on page 19

???Power on self test on page 27

???Testing basic hardware functionality on page 28

???Monitoring the boot process on page 34

Troubleshooting the BCM450 hardware

Complete the following tasks, in the order shown below, to troubleshoot some of the common problems that you may encounter with the BCM450 hardware:

???Check the power source on page 19

???Check LED indicators on page 19

???Check the wiring connections on page 24

???Verify the keycodes on page 24

???Restart or shut down the system on page 25

Check the power source

Begin troubleshooting the hardware by checking the power source:

???check the connection between the power supply and the main unit

???check the connection from the power supply to the electrical outlet

Check LED indicators

After checking the power source, check the LED indicators. This section describes the operation of the BCM450 system LEDs:

???System status LEDs on page 20

???LAN port LEDs on page 21

???Media bay module LEDs (expansion units only) on page 21

???DTM LEDs on page 22

???BRIM LEDs on page 24

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20 Chapter 3 Hardware Troubleshooting

System status LEDs

The chassis of the BCM450 contains two LEDs: a Status LED and a Power LED. The Power LED is located at the bottom left of the chassis; the Status LED is immediately above it. The table System status LEDs states and descriptions on page 20 describes the meaning of the system status LEDs in the following situations:

???start-up sequence: LED indicators during the normal start-up process

???safe-mode start-up sequence: LED indicators during a safe-mode start-up

???shutdown sequence: LED indictors during a shutdown or failure

???start-up profile sequence: LED indicators during an initial installation or staging

Table 1 System status LEDs states and descriptions

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Chapter 3 Hardware Troubleshooting 21

LAN port LEDs

Each LAN port on the main unit and expansion unit has two LEDs. These LEDs indicate the status of the connection for that LAN port. The figure LAN port LED locations on page 21 shows the location of these LEDs on the main unit.

Figure 1 LAN port LED locations

LAN port

LAN port LEDs

LAN port

The table LAN port and expansion port LED indicators on page 21 describes the possible LED states for the LAN ports LEDs.

Table 2 LAN port and expansion port LED indicators

Media bay module LEDs (expansion units only)

The two media bay module (MBM) LEDs on an expansion unit show the power and status of the MBM. The figure MBM LEDs on page 22 shows the location of the (Power) and (Status) LEDs on an MBM. The power and status LEDs are in the same location on all MBMs.

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22 Chapter 3 Hardware Troubleshooting

Figure 2 MBM LEDs

Power Status

The table MBM LED descriptions on page 22 describes the possible MBM LED states.

Table 3 MBM LED descriptions

DTM LEDs

The DTM has additional LEDs that are not on most other MBMs. The figure DTM LEDs on page 23 shows the location of the DTM LEDs.

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Chapter 3 Hardware Troubleshooting 23

Figure 3 DTM LEDs

Power LED

Status LED

In service LED

Loopback test LED

Receive LEDs

Transmit LEDs

The table DTM LED functions on page 23 describes the functions of the DTM LEDs.

Table 4 DTM LED functions

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24 Chapter 3 Hardware Troubleshooting

BRIM LEDs

The BRIM has one additional LED beside each RJ-48C jack. These LEDs are on when the ISDN line is active. The figure BRIM LEDs on page 24 shows the location of the LEDs on a BRIM.

Figure 4 BRIM LEDs

Power LED

Status LED

For more information on the power and status LED functions, see Media bay module LEDs (expansion units only) on page 21.

Check the wiring connections

After you check the power source and the LEDs, begin to check the wiring. Check the connections between the following components:

???the expansion unit and the main unit

???the main unit and to the MBMs???make sure that the cables are properly seated and are connected to the correct ports

???the power supply and the AC power outlet

???if you are using a UPS, check the connection from:

???the USB port on the BCM450 to the USB port on the UPC

???the UPS and the electrical outlet

???the connection from the power supply to both the UPS and the BCM450 main unit

???the lines and extensions connected through the RJ-21 telephony connector

???the auxiliary equipment???connections at the auxiliary terminal block, or at the patch panel

Verify the keycodes

If a specific feature is not functioning, verify that the feature is included in your installed keycodes. This section provides procedure for verifying the installed keycodes using either Element Manager or Telset. For more detailed information about retrieving and entering the keycode for your system, see the Keycode Installation Guide (NN40010-301).

To verify the keycodes using Element Manager

1 In the Task Navigation Panel, select the Configuration tab.

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Chapter 3 Hardware Troubleshooting 25

2Select the System folder and click the Keycodes task.

The Keycodes panel displays and the installed features appear in the Keycodes list.

3To enter a new keycode, click Load File.

4Browse to where you saved the keycode file you downloaded from KRS.

5Click Open.

The file uploads and the feature appears in the Keycodes list.

To verify the keycodes using Telset

1Select Feature 9*8 from a two-line display telephone.

2Enter the following user ID and password: User ID: SETNNA

Password: CONFIG

The numerical values of the user ID and password are 738662 and 266344, respectively.

3Press NEXT to scroll through the menu and select Feature Codes.

4Press OK.

The system ID (SID) displays.

5Press NEXT.

6Enter your sequence ID.

7Press NEXT to scroll through the list and perform one or both of the following tasks: a To activate features, select Feature List.

???Press SHOW to view the available features.

???Use the soft keys to activate features for your system.

b To enter a new keycode, select Entitlement Code.

???Press SHOW to view the current keycode.

???Use the soft keys to modify the keycode for your system.

Restart or shut down the system

You can use the Reset utility in Element Manager to:

???reboot the BCM450 system

???perform a warm reset of telephony services

???perform a cold reset of telephony services

???shut down the system

Use this procedure to restart the system.

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To restart the system

Use this procedure to restart the system from the Element Manager.

1Select Administration > Utilities > Reset.

2Click the appropriate reset button.

Table 5 lists the Reset functions.

Table 5 Reset functions

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To restart the system from the BCM450 hardware, use the reset button as described in Hardware reset functions on page 27.

Table 6 Hardware reset functions

Note: When you restart the BCM450 system using the Reset button, the system will wait for 10 seconds for a user to log into the Maintenance CLI. If a user does not log in during that time period, the BCM450 will reboot to the Main OS.

Power on self test

The power on self test (POST) feature tests basic hardware functionality when the BCM450 system powers up, and stores the results in a log file. You can view the log file for hardware failures.

Viewing the POST log file

1Use Element Manager to transfer the log files to your PC. Refer to the ???BCM450 Log management??? chapter in the BCM450 Administration and Security Guide (NN40160-601) for information about how to transfer log files.

2View the bootloader.log file.

3Check the log file for errors. Figure 5 on page 28 shows a bootloader.log file with no errors; Figure 6 on page 28 shows a file with errors.

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Figure 5 Example: Bootloader.log file with no errors

Figure 6 Example: Boot file with errors

Testing basic hardware functionality

This section describes how to test the components of the BCM450 system, and how to troubleshoot them if they fail the test.

Use the following procedures to help isolate and identify problems with your BCM450 hardware:

???To test the main unit on page 29

???To troubleshoot the main unit on page 29

???To test the expansion unit on page 29

???To troubleshoot the expansion unit on page 30

???Testing an MBM on page 30

???Troubleshooting the FEM on page 31

???To determine why the ATA 2 does not function on page 31

???To determine why there is no dial tone at the ATA2 on page 32

???To check the ATA2 wiring on page 32

???Reset to factory settings on page 32

???To perform a Level 1 reset (configuration reset) on page 34

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Chapter 3 Hardware Troubleshooting 29

To test the main unit

If you have the digital station feature included in your installed keycode, use the following test to ensure the main unit is operating properly:

1Go to an extension that is connected to the RJ-21 telephony connector on the main unit.

2Check for a dial tone.

3Use this extension to make a call to another extension on the system.

4If this system has an expansion unit with a media bay module (MBM) that supports extensions, repeat steps 3 and 4 for an extension connected to the expansion unit.

5Go to an extension that has access to one of the lines on the main unit.

6Select the line or line pool to which the line belongs.

7Check for a dial tone.

8Make a call using the line or line pool.

9If this system has an expansion unit with an MBM that supports lines, repeat steps 6 to 8 with an extension that can access one of the lines connected to the expansion unit.

To troubleshoot the main unit

If a test fails, use the following procedure:

1Verify that any nonfunctional feature is included in your installed keycode.

2Check the wiring to the main unit and to the MBMs. Make sure that the cables are properly seated and are connected to the correct ports.

3Reboot the BCM450 system.

4Check LEDs.

5Use Element Manager or the Telset Administration feature to check the programming for the lines or extensions that failed the call test.

6If the programming is incorrect, use the Backup and Restore Utility to load a recent backup of system programming. If a recent backup is not available, correct the programming using Element Manager or the Telephone Administration feature.

To test the expansion unit

Use the following test to ensure the expansion unit is operating properly:

1Make sure that the BCM450 system is fully booted.

2Check the power and status LEDs on the MBM that is inserted in the expansion unit. Both LEDs must be solid green. If either LED is not solid green, a problem exists with the MBM or the expansion unit.

3If the expansion unit has an MBM that supports extensions, go to an extension that is connected to the MBM.

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4Check for a dial tone.

5Use this extension to make a call to another extension on the system.

6If the expansion unit has an MBM that supports lines, go to an extension that has access to one of the lines on the MBM.

7Select the line or line pool to which the line belongs.

8Check for a dial tone.

9Make a call using the line or line pool.

To troubleshoot the expansion unit

1Check that the correct feature for the expansion unit is included in your installed keycode.

2Check that the expansion port is connected to the proper connector.

3Check the wiring to the MBM. Make sure that the cables are properly seated and are connected to the correct ports with proper LED indications.

4Check that the switches on the MBM are all set to on.

If the MBM is a GASM or GATM, all the switches on the right are not on.

To check the MBM switches, you must remove the MBM from the expansion unit.

5Perform a firmware download to ensure that the correct version is loaded on the ASM/GASM or GATM unit.

6Use Element Manager or Telset Admin to check the programming for the lines or extensions connected to the MBM.

7Reboot the system to ensure that the BCM450 main unit functions correctly.

8If the programming is incorrect, use the Backup and Restore Utility to load a recent backup of system programming. If a recent backup is not available, correct the programming using Element Manager or the Telephone Administration feature.

Testing an MBM

Use the following procedure to test an MBM installed in the main unit or expansion cabinet.

If you are experiencing an issue with an FEM, ensure all DIP switches are set to the On position.

Procedure steps

Step Action

1Check the Power and Status LEDs on the MBM. Both LEDs must be solid green. If either LED is not solid green, a problem exists with the MBM.

2Go to an extension on the MBM if it is a station MBM.

OR

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Chapter 3 Hardware Troubleshooting 31

Go to an extension that has access to one of the lines on the MBM if it is a trunk

MBM. Select the line or line pool to which the line belongs.

3Check for a dial tone.

4Use this extension to make a call to another extension on the system if it is a station MBM.

OR

Make a call using the line or line pool if it is a trunk MBM.

5Use this extension to make a call to an external telephone number if you are testing a station MBM.

--End--

Determining why an MBM does not appear in Element Manager

Use the following procedure if an installed MBM does not appear in Element Manager.

Procedure steps

Step Action

1Check that the correct feature is inclueded in your installed keycode.

2Check that both the Power and Status LEDs on the MBM are solid green.

3If the Power LED is off, and the MBM is installed in the expansion cabinet, check that the power supply cable is properly seated in the expansion cabinet and the power supply is connected to a working power outlet.

4Ensure that the MBM is properly seated in the MBM bay.

5If the Status LED is not solid green, and the MBM is installed in the expansion cabinet, check that the Expansion cable is properly seated in the Expansion port on the expansion cabinet and on the main unit.

6Ensure that the MBM is enabled using either Element Manager or Telset Administration. If the MBM is enabled, disable and re-enable it.

7Ensure that all DIP switches are set correctly.

--End--

Troubleshooting the FEM

Use the following procedure to troubleshoot an installed fibre expansion module (FEM).

1Ensure that all six connector LEDs are lit.

2If all six LEDs are not lit, ensure that all six DIP switches are set to the On (up) position.

--End--

To determine why the ATA 2 does not function

1Check for a dial tone using an analog device.

2Check that AC power is connected to the ATA 2 unit.

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3Check that the correct feature for digital sets is included in your installed keycode.

4Verify that the ATA2 is connected to a digital station port.

5Allow sufficient startup time (30???60 sec).

6Plug an analog device into the phone port of the ATA2 and check for a dial-tone.

7In Element Manager, verify that the ATA 2 is correctly configured:

aSelect Configuration > Telephony > Sets > All DNs.

bSelect the appropriate DN from the list and click the ATA settings tab. The options for the Device Type are Modem or Telephone.

To determine why there is no dial tone at the ATA2

1If you hear no dial tone, replace a single-line telephone for the data communication device.

2If you hear no dial tone at the ATA2 unit:

a Disconnect the line side of the ATA2. Connect a digital telephone to the ATA2 port. b Check that the connection from the ATA2 to the BCM450 hardware works correctly.

To check the ATA2 wiring

1Use an analog phone to test the ATA2.

2Check the following connections:

a ATA 2 to the terminal

The resistance must be 200 ohms or less for data applications and 1300 ohms or less for voice applications.

b BCM450 hardware to the ATA2

The wiring must be equivalent to 800 m of 0.5 mm wire (2600 ft. of 24-AWG) or less. Do not use bridge taps and loading coils between the BCM450 hardware and ATA2.

Reset to factory settings

This section describes how to reset the BCM450 system to the factory settings or a stable working condition using the reset switch (see the figure Reset switch location on page 33). When the BCM450 is in this condition, you can make further modifications.

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Chapter 3 Hardware Troubleshooting 33

Figure 7 Reset switch location

Reset button

Some possible situations in which you use the reset feature are:

???If the BCM450 system is configured incorrectly to an extent that it is no longer functional. The customer must use a level 1 reset to return to the default system programming and restore a previous configuration or reconfigure the system.

???If distributors want to reuse BCM450 systems, they must first erase all customer-specific data using a level 1 or level 2 reset.

Reset levels

Reset to factory settings is a stand-alone feature that has the following levels of reset:

???Level 1 reset erases all customer-specific data and restores the default configuration for all components. This reset leaves the software components untouched. That is, the system has the latest release and patch level of the software installed. Only the system and user configuration data is erased and replaced with default values.

???Level 2 reset erases all customer and system configuration data and all software releases and patches. This reset re-installs the original factory configuration settings.

Warning: If you perform a Level 2 reset to solve an undetermined problem and still have access to Element Manager, you must retrieve all the log files for technical support before performing the Level 2 reset. A Level 2 reset erases all log files from the system.

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Activate the reset feature

You activate the reset feature through the Maintenance CLI or the Configuration CLI. When you initiate a reset from the CLI menu, no further action is needed to complete the reset. You can monitor the progress of the reset by observing the LED states, or through the serial connection.It is important that you wait for the system to complete the reset before taking any further action; do not interrupt the reset process.

Warning: Before performing a Level 1 or Level 2 reset, review all the effects of the levels of reset. See Reset levels on page 33.

To perform a Level 1 reset (configuration reset)

1Access the CLI. For information about how to access the CLI, refer to Command Line Interface on page 80.

2From the Configuration CLI, select option 4???Configuration Reset. If you are using the Maintenance CLI ,select option 5???Configuration Reset.

3The LEDs will progress through the start-up and shut down sequence. This process may take more than 2 minutes.

4A Staus LED that is flashing yellow, and a Power LED that is solid red, indicates that a configuration reset is in progress. This process may take more than 2 minutes.

5The system reboots to the Main OS. This process may take more than 2 minutes.

To perform a Level 2 reset (software reset)

1Access the CLI. For information about how to access the CLI, refer to Command Line Interface on page 80.

2From the Configuration CLI, select option 5???Software Reset. If you are using the Maintenance CLI ,select option 6???Software Reset.

3The LEDs will progress through the start-up and shut down sequence. This process may take more than 2 minutes.

4A Staus LED that is flashing yellow, and a Power LED that is solid red, indicates that a software reset is in progress. This process may take more than 5 minutes.

5The system reboots to the Main OS. This process may take more than 2 minutes.

Monitoring the boot process

1Connect a serial cable with a 9-pin female connector from the serial port on a PC to the serial port on the BCM450.

2Ensure that you use the following settings:

???bits per second: 115200

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Chapter 3 Hardware Troubleshooting 35

???data bits: 8

???parity: N

???stop bits: 1

???no flow control

3Use a terminal emulation program, such as Hyperterminal or Nortel CLI Manager, to establish a connection to the BCM450.

4Reboot the system and observe the boot process. Figure 8 shows an example of a boot process when there is failed or missing memory; Figure 9 shows an example of a boot process when there is a failed or missing hard drive.

5If the system starts normally, the CLI login prompt displays when the boot cycle is complete.

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Figure 8 Boot process with failed or missing memory

Figure 9 Boot process with failed or missing hard drive

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37

Chapter 4

Software Troubleshooting

Use the information in this chapter to troubleshoot problems related to the BCM450 software components.

Navigation

Complete the following tasks, in the order shown below, to troubleshoot some of the common problems that you may encounter with the BCM450 software:

???Verify the software version on page 37

???Verify the keycodes on page 37

???Check the programming of lines and phones on page 37

???Restoring system data on page 46

???Verify the software inventory on page 48

Verify the software version

In the Element Manager, select Help > About. A panel displays and provides information about the Element Manager, such as the Release level.

Verify the keycodes

If a specific feature is not functioning, verify that the feature is included in your installed keycodes. For information about how to verify the installed keycodes, see Verify the keycodes on page 24.

Check the programming of lines and phones

You can use the Element Manager to view the programming of lines and phones. When you view the lines, the information on the panels may vary, depending on the type of line.

The Element Manager displays line information in two sections:

???The main section, Trunk/Line data, is located at the top of the screen and provides a table of lines and the current or default settings.

???The bottom section contains three tabs. The contents of the tabs may vary, depending on the line selected in the top table.

???The Properties tabbed panel provides the settings for individual line characteristics.

???The Preferences tab shows information that may vary from trunk to trunk

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???The Restrictions tabbed panel allows you to define which restrictions will be active for individual lines. Note that lines that are assigned to the same line pool will automatically assign the same restrictions.

???The Assigned DNs tabbed panel provides a quick way to assign lines to telephones. You must use the DN records panels to assign line pools to telephones.

Check line programming

Use the following procedure to check line programming in your BCM450 system.

To check line programming

1In the Task Navigation Panel, select the Configuration tab.

2Select Telephony > Lines.

3Verify that the programming for all lines is correct; see Trunk/Line data on page 38 for an explanation of the fields on the panel.

4Select a line, and then select a tab:

aSelect the Properties tab and verify that the settings are correct; see Properties on page 40 for an explanation of the fields on the tab.

bSelect the Preferences tab and verify that the settings are correct; see Preferences on page 42 for an explanation of the fields on the tab.

cSelect the Restrictions tab and verify that the settings are correct; see Restrictions on page 45 for an explanation of the fields on the tab.

dSelect the Assigned DNs tab and verify that the settings are correct; see Assigned DNs on page 46 for an explanation of the fields on the tab.

5Repeat step 4 for the remaining lines.

6Correct any programming problems, or restore the system data; see ???Restoring system data??? on page 46 for more information.

Trunk/Line data

The top-level Table View panel shows line records for all lines active on the system, and the common assigned parameters.

Table 7 on page 38 describes the fields found on the Trunk/Line Data main panel.

Table 7 Trunk/Line Data main panel (Sheet 1 of 3)

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Chapter 4 Software Troubleshooting 39

Table 7 Trunk/Line Data main panel (Sheet 2 of 3)

BCM450 Troubleshooting Guide

Properties

The Properties tab shows basic line properties. Not all fields apply to all types of lines.

The Properties tab is shown in Figure 10 on page 41.

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Chapter 4 Software Troubleshooting 41

Figure 10 Properties details panel

Table 8 on page 41 defines the fields on this panel and indicates the lines.

Table 8 Properties line settings (Sheet 1 of 2)

Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS

= DPNSS; VoIP = VoIP; TL = Target. Note: PRI fields are all included under the main table.

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Table 8 Properties line settings (Sheet 2 of 2)

Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS

= DPNSS; VoIP = VoIP; TL = Target. Note: PRI fields are all included under the main table.

Preferences

The Preferences tab shows information that may vary from trunk to trunk. Most of this information needs to coordinate with the line service provider equipment.

The Preferences tab is shown in Figure 11.

Figure 11 Preferences details panel

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Chapter 4 Software Troubleshooting 43

Table 9 defines the fields on this panel and indicates the lines.

Table 9 Preferences details fields for lines (Sheet 1 of 3)

Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS

= DPNSS; VoIP = VoIP; TL = Target and DASS2. Note: PRI fields are all included under the main panel.

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Table 9 Preferences details fields for lines (Sheet 2 of 3)

Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS

= DPNSS; VoIP = VoIP; TL = Target and DASS2. Note: PRI fields are all included under the main panel.

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Chapter 4 Software Troubleshooting 45

Table 9 Preferences details fields for lines (Sheet 3 of 3)

Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS

= DPNSS; VoIP = VoIP; TL = Target and DASS2. Note: PRI fields are all included under the main panel.

Warning: Enable modules

If you disabled any trunk media bay modules prior to performing programming, enable them now to ensure your system will function properly.

Restrictions

Assigning Line restrictions and Remote Access Package restrictions are part of the configuration for controlling calls out of the system (line restrictions) and into the system from a private network node or from a remote user calling in over the PSTN lines (Remote Access Packages).

The Restrictions tab shows the restrictions for a line.

Table 10 describes the fields on this panel.

Table 10 Restrictions

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Assigned DNs

The Assigned DNs tabbed panel displays the DN properties for lines that are assigned to telephones.

This information can also be configured on the DN record. Any information added, deleted or modified in this table reflects in the DN record.

Note: Lines that do not allow single-line assignment, such as PRI lines and VoIP lines, will not display this tabbed panel.

Restoring system data

If the programming of lines and extensions is incorrect, you can restore from an archive file, or you can restore the system to factory defaults. This section provides the procedures to follow to restore system data from an archive file, and to restore factory defaults. For information about the effects of performing a restore operation, or about optional components, see the BCM450 Administration and Security Guide (NN40160-601)

Restoring data from an archive

Caution: A backup operation can interrupt services running on the BCM450. A warning displays whenever the backup will cause a service interruption. If you want to perform a backup that does not affect the system, you can exclude services that would be affected. Alternatively, you can include these services and perform a backup at a time when the system is typically not in use.

To restore data from an archive

1In the task panel, click the Administration tab.

2Open the Backup and Restore folder, and then click Restore.

The Restore panel opens. The Restore From selection field has BCM as a default value.

3In the Restore From selection field, select the location of the archive file to restore:

???BCM

???My Computer

???Network folder

???FTP server

???SFTP server

???USB storage device

???Factory Default

4Click the Restore button.

The Select Components to Restore window opens.

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Chapter 4 Software Troubleshooting 47

5Select the optional components that you want to include from the backup file.

6Click the OK button.

A warning window opens and displays information about components that will be affected by the restore operation. Read the warning carefully before proceeding.

7Click the Yes button to proceed.

A progress window opens. When the operation is complete, the Restore Complete window opens.

8Click the OK button.

Restoring the factory configuration

Caution: A restore operation is a service-affecting operation. A number of services running on the BCM450 system will be stopped and then restarted using the restored configuration or application data. A reboot is required if you choose Keycodes as a restore option. It will take several minutes before Voicemail is working again.

To restore the factory configuration

Your BCM450 is delivered with a backup file that was created at the factory. This file can be a helpful starting point if you decide to completely re-configure your BCM450 and would like to erase the settings programmed on your device. Although you can select individual components to restore, Nortel recommends that you restore all components when using this option.

1In the task panel, click the Administration tab.

2Open the Backup and Restore folder, and then click Restore. The Restore panel opens.

3In the Restore From selection field, select Factory Default. A warning dialog box displays.

4Click the Restore button.

The Select Components to Restore panel opens.

5Select the optional components that you want to include from the backup archive.

6Click the OK button.

A warning window opens and displays information about components that will be affected by the restore operation. Read the warning carefully before proceeding.

7Click the Yes button to proceed.

A progress window opens. When the operation is complete, the Restore Complete window opens.

8Click the OK button.

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Verify the software inventory

This section provides information about how to verify the level of software components and obtain updates to your software inventory. For information about applying software updates, please refer to the BCM450 Administration and Security Guide (NN40160-601).

Viewing the inventory of BCM450 software

BCM450 software is organized into software components that you can individually update as required. The version of each software component is tracked so that you can determine the exact software release level of a BCM450 to the component level.

You can view the complete inventory of software installed on the BCM450. The Software Inventory table displays all the software components installed on the system, the functional group and the software version of each component.

Table 11 lists the information displayed in the Software Component Version Information table.

Table 11 Information displayed in the Software Component Version Information table

You can change the order of the information displayed in the table by clicking a column heading and dragging it to a new place in the table. You can also sort the information in a column by descending or ascending order, by clicking the column heading.

To view the BCM450 software inventory

1In the task panel, click the Administration tab.

2Open the Software Management folder, and then click the Software Inventory task. The Software Inventory panel opens.

3View the details in the Software Component Version Information table.

Obtaining software updates

Before you can apply a software update to your BCM450, you must obtain the software update and unzip the file. Authorized Nortel partners can download BCM450 software updates from the Nortel Technical Support web page.

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Chapter 4 Software Troubleshooting 49

To obtain updates from the Nortel Technical Support Web page

1In your web browser, enter www.nortel.com/cs and then click the Go button. The Nortel Technical Support Web page opens.

2Download the required updates.

3Create a directory for each update and unzip the downloaded file into a directory.

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51

Chapter 5

Advanced Troubleshooting

This chapter contains examples of advanced troubleshooting procedures. You must be a system administrator to perform these procedures.

Navigation

???Example 1: Cannot dial out from an analog trunk on page 51

???Example 2: Cannot dial out from a SIP or H323 VoIP trunk on page 53

???Example 3: IP set is not registering with the BCM450 on page 58

???Example 4: Cannot install keycode or invalid keycode application on page 60

???Example 5: Cannot dial out from digital trunk on page 61

???Example 6: MeetMe Conferencing commands do not work, or conferencing is busy on page 66

???Example 7: Unable to apply a software update from a USB storage device on page 67

???Example 8: Element Manager incorrectly shows expansion cabinet as empty on page 68

Example 1: Cannot dial out from an analog trunk

When you cannot dial out from an analog trunk, you may experience the following problems in your network:

???you are unable to reach a destination number when you dial it

???there is no dial tone

???instead of a dial tone, you hear a re-order or fast-busy tone

???you hear a ???wrong number??? message from the central office.

Use the following procedure when you cannot dial out from an analog trunk.

Troubleshooting example 1

1Check that the LED indicators on the BCM450 Chassis and the MBM are solid green.

2Using an analog test set, verify that a dial tone is present at the MBM termination point.

3From the Element Manager, select Configuration > System > Keycodes to view the list of installed features.

4Verify that the appropriate keycode is active. For analog trunk modules, the keycode is Exp Port.

5Select Configuration > Resources > Telephony Resources and select the appropriate trunk. Verify that the trunk is active.

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6Select Configuration > Telephony > Lines > Active Physical Lines. Select the appropriate line and verify that it is provisioned correctly. The Line Type should be Pool A, the Trunk Mode should be Supervised, and the Dial Mode should be Tone.

7Select Configuration > Telephony > Sets > Active Sets. Select the appropriate set and verify that it is provisioned correctly. On the Line Assignment tab, verify that the Appearance Type is one of the following: appear only, appear and ring, or ring only.

8Select Administration > Utilities > BCM Monitor and click the Launch BCM Monitor button.

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Chapter 5 Advanced Troubleshooting 53

9 Select the BCM Info tab and verify the status of the line.

Example 2: Cannot dial out from a SIP or H323 VoIP trunk

When you cannot dial out from a SIP or H323 VoIP trunk, you may experience the following problems in your network:

???you are unable to reach a destination number when you dial it

???there is no route to the destination

Use the following procedure when you cannot dial out from a SIP or H323 trunk.

Troubleshooting example 2

1Check that the LED indicators on the BCM Chassis are solid green.

2From the Element Manager, select Configuration > System > Keycodes to view the list of installed features.

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3Verify that the appropriate keycode is active. For H323 trunks, the keycode is VoIP GW Trunk, and for SIP trunks, the keycode is SIP GW Trunk.

4Select Configuration > Telephony > Lines > Active VoIP Lines. Select the appropriate line and verify that the Control Set and Prime Set are provisioned correctly.

5 Select Configuration > Resources > Telephony Resources and select the appropriate trunk.

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6Click the Add button to open the Add Remote Gateway dialog box. Verify that the remote gateway is configured correctly.

7Select Configuration > Telephony > Dialing Plan > Routing and select the Routes tab. Verify that the route is configured correctly.

8Select Configuration > Telephony > Dialing Plan > Routing and select the Destination Codes tab. Verify that the destination code is configured correctly.

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Note: Ensure that the Absorbed Length is configured to the expected dialing plan.

9 Select Configuration > Telephony > Sets > Active Sets and select the Line Access tab.

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10Highlight the appropriate set and select the Line Pool Access tab. Verify that the set has access to VoIP trunks

11Select Configuration > Telephony > Dialing Plan > Private Network and ensure that the Private Network Type is set to CDP or UDP.

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Note: In this example, the dialing plan is configured for a CDP Network with the recommended minimum 4 digit Private DN length

Example 3: IP set is not registering with the BCM450

When an IP set cannot register with the BCM450, you may notice the following problem in your network:

???the IP set is not registered and repeatedly tries to connect to the BCM450

If an IP phone is not registering with the BCM450, there are three possible causes:

???there are not enough licenses for the number of IP phones connected to the system

???the number of IP sets connected exceeds the maximum; the maximum is 300

???the phone is not correctly configured

Verify that the number of phones does not exceed the number of licenses. If there are too many phones for the number of licenses, disconnect any unneccesary phones, or increase the number of licenses.

If the number of IP sets connected to the BCM450 exceeds the maximum number of 300, it is possible that after a system reboot, not all of the 300 supported sets will be able to register. To resolve this problem, refer to the procedure Troubleshooting example 3a on page 59.

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If the number of phones connected does not exceed the number of licenses, and does not exceed the maxium number of IP sets supported, use the procedure Troubleshooting example 3b on page 59 to verify the configuration of the IP phone.

Troubleshooting example 3a

1Select Configuration > Telephony Resources deregister the offline sets.

OR

2To connect more than 300 IP sets, configure unused Application DNs for these sets by selecting Configuration > Telephony Resources > Application Sets.

3Decrease the Application DNs and increase the IPSet DN count.

Troubleshooting example 3b

1Select Configuration > Resources > Telephony Resources and select the appropriate IP set from the list.

2On the IP Terminal Global Settings tab, ensure that the Enable Registration checkbox is selected.

3Verify that the Global password on the BCM450 is the same password that you are using the register the IP set (the default password is 2264). If this field is left blank, no password prompt occurs during phone registration.

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4 Verify S1/S2 IP address & Port settings on phone (Port 7000 for BCM)

Example 4: Cannot install keycode or invalid keycode application

When you cannot install a keycode, or have an invalid keycode application, you will see the following message: ???Error Happened. Error detail; Invalid Keycode File.???

Use the following procedure when you cannot install a keycode, or when a keycode application is invalid. For further information about keycodes, see the Keycode Installation Guide (NN40010-301).

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Troubleshooting example 4

1Verify that the keycode is generated against the right system ID in the Keycode Retrieval System (KRS). Access the KRS using one of the following methods:

aConnect to http://www.nortel.com/support/tools/krs/

bIn Element Manager, select Configuration > System > Keycodes and click the

Connect to Nortel Keycode Retrieval System button.

2In the Element Manager, select Help > About. Verify that the installed version is the latest version of the software.

Example 5: Cannot dial out from digital trunk

When you cannot dial out from a digital trunk, you may experience the following problems in your network:

???you are unable to reach a destination number when you dial it

???there is no route to the destination

Use the following procedure when you cannot dial out from a digital trunk.

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Troubleshooting example 5

1Check that the LED indicators on the BCM Chassis are solid green.

2Verify the physical connection from the carrier demarcation; ensure that the cable is securely connected.

3Verify the physical connection from the carrier demarcation to the BCM450 equipment; ensure that the cable is securely connected.

4If you are using SL-1 or ETSI QSIG, verify that the MCDN keycode is active. From the Element Manager, select Configuration > System > Keycodes to view the list of installed features.

5Verify that the digital trunk parameters are configured according to the parameters specified by your carrier or central office.

6Select Configuration > Resources > Telephony Resources and click the Trunk Port Details tab. Verify that the trunk port details and state are correctly provisioned.

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7 Select the Provision Lines tab and verify that the lines are correctly provisioned.

8Select Configuration > Telephony > Dialing Plan > Routing and select the Routes tab. Verify that the route is configured correctly

9Select Configuration > Telephony > Dialing Plan > Routing and select the Destination Codes tab. Verify that the destination code is configured correctly.

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Note: Ensure that the Absorbed Length is configured to the expected dialing plan.

10Select Administration > Telephony Metrics > Trunk Module Metrics and select the DTM module. Verify that the State of the DTM module is Enabled.

11Select the CSU Alarm History tab and check the alarm status of the module.

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12Select Administration > Telephony Metrics > CBC Limit Metrics and verify calls were not denied due to exceeding CBC limits.

13Select Administration > Utilities > BCM Monitor and click the Launch BCM Monitor button.

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14Select the Line Monitor tab and verify the status of the line; select the UIP tab and verify the call set up.

Example 6: MeetMe Conferencing commands do not work, or conferencing is busy

Use the following procedure to troubleshoot problems with MeetMe Conferencing.

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Troubleshooting example 6

1Select Configuration > Resources > Application Resources and select the VoiceMail + CC application.

2Increase the maximum number of application resources (voice ports) for Voice Mail + CC.

Example 7: Unable to apply a software update from a USB storage device

Use the following procedure when a software update from a USB storage device fails. When the update fails, the BCM450 generates alarm 1003.

Troubleshooting example 7

1Verify that only one USB storage device is attached to the BCM450 in the bottom USB port.

2If a second USB storage device is attached, remove it.

3Verify that there is only one partition on the USB storage device, and that the software update is on the first partition. The BCM450 will recognize only the first partition.

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Example 8: Element Manager incorrectly shows expansion cabinet as empty

Use the following procedure when a module is installed in the expansion cabinet, but the Element Manager shows the expansion cabinet as empty, and the MBM is not active.

1Select Configuration > Resources > Telephony Resources.

2Double-click the Module Type field for the expansion cabinet.

3Select the module from the list.

4Configure the module and select Enable.

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Chapter 6

Recovery trees

The chapter provides recovery trees for common troubleshooting scenarios.

Navigation

???System is not processing calls on page 69

???Start-up profile fails on page 70

???Cannot access BCM450 through Element Manager on page 71

???BCM450 shuts down unexpectedly on page 73

System is not processing calls

Use the following flowchart when the BCM450 is not processing calls.

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Figure 12 System is not processing calls

Start-up profile fails

Use the following flowchart when the start-up profile of the BCM450 fails.

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Figure 13 Start-up profile fails

Cannot access BCM450 through Element Manager

Use the following flowchart when you cannot access the BCM450 through Element Manager.

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Figure 14 Cannot access BCM450 through Element Manager

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Chapter 6 Recovery trees 73

BCM450 shuts down unexpectedly

Use the following flowchart when the BCM450 shuts down unexpectedly.

Figure 15 Unexpected shutdown

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75

Chapter 7

Downloading Software

Use the information in this chapter to download BCM450 software.

Navigation

???Downloading software from the BCM450 webpage on page 75

???Downloading software from the Nortel web site on page 77

Downloading software from the BCM450 webpage

The BCM450 web page facilitates the download of applications, documentation, and other information necessary for running the BCM450 and its services. You connect to the BCM450 web page by typing the IP address of your BCM450 device into your browser. A valid user name and password are required in order to access the web page.

The BCM450 web page contains the following links:

???Quick Link - Provides links to frequently used applications, including Mailbox Manager, Activity Reporter Basic, and CallPilot Manager.

???User Applications - Applications listed in Table 12 that are available to the end users of the BCM450.

???Business Applications - Applications listed in Table 12 that are available to business users of the BCM450.

???Administrator Applications - Applications listed in Table 12 that are available to BCM450 administrators.

???Documentation - Documentation for the BCM450 end users to explain the end-user applications and BCM450-specific tasks.

Table 12 Applications available on BCM450 web page

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Table 12 Applications available on BCM450 web page (Continued)

To download software from the BCM450 webpage

1Connect to the BCM450 web page:

???If the BCM450 is installed on the network use a browser and type in the BCM450 IP address as the URL in the following format:

http://xxx.xxx.xxx.xxx

???If the BCM450 is installed but not yet configured, connect directly to the BCM450 through the OAM port and, using a browser, type the following:

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Chapter 7 Downloading Software 77

http://10.10.11.1/

2Enter the user name and password to be authenticated on the BCM450 web page.

3Select the link for the type of application that you want to download.

4Select the link for the specific application or tool that you want to download and select the download link.

Downloading software from the Nortel web site

To download software from the Nortel Web site, see the following web site:

http://www.nortel.com/downloadingcontent

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Chapter 8

Troubleshooting Tools

The BCM450 system provides several tools that you can use to diagnose problems.

Navigation

???Service Management on page 79

???Status and Metrics on page 79

???Utilities on page 80

???Command Line Interface on page 80

Service Management

You can use the Element Manager to view a list of the services that are running on your BCM450 system.

For information about service management on the BCM450, see ???Using the BCM450 Service Managment System??? in the BCM450 Administration and Security Guide (NN40160-601).

Status and Metrics

You can use the Element Manager to view detailed information about the performance of the BCM450 and about the performance of system resources.

You monitor system status using the following tools:

???QoS Monitor???QoS Monitor monitors the quality of service (QoS) of IP trunk services.

???UPS Status???The Uninterruptible Power Supply (UPS) feature provides monitoring of the power source and the battery backup.

???NTP Metrics???The Network Time Protocol (NTP Metrics) feature provides an overview of the integrity of the NTP time source

For information about monitoring the system status, see the chapter ???Using BCM450 System Metrics??? in the BCM450 Administration and Security Guide (NN40160-601).

You can monitor system performance using the following tools:

???Activity Reporter Basic???Generate reports about call activity and voice mail receive statistics.

???Trunk Module Metrics??? View the status of digital trunk modules as well as identify any device or lines connected to the system.

???CbC Limit Metrics???Use the CbC Limit metrics panel to monitor denied call activity for each service on each line pool.

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???Hunt Group Metrics???Access the Hunt Group metrics to evaluate total call processing by hunt group member.

???PSTN Fallback Metrics???View how many fallback attempts and fallback failures occur within a specific period using the PSTN Fallback Metrics panel.

???Proactive Voice Quality Management???Proactive Voice Quality Management (PVQM) metrics allow you to monitor the quality of VoIP calls. You can also use the PVQM metrics to diagnose infrastructure problems in your network.

For information about monitoring system performance, see the chapter ???Monitoring BCM450 Telephony Metrics??? in the BCM450 Administration and Security Guide (NN40160-601):

Utilities

BCM450 provides the following utilities:

???BCM Monitor???BCM Monitor is a stand-alone diagnostic application that the system administrator can use to view real-time system and IP telephony information about BCM450 systems.

???Ping???Ping (Packet InterNet Groper) is a utility that you can use to verify that a route exists between the BCM450 and another device.

???Route trace???You can use Trace Route to measure round-trip times to all hops along a route. This helps you to identify bottlenecks in the network.

???Ethernet activity???The Ethernet Activity panel is a utility that you can use to view ethernet activity in the BCM450 system.

For information about utilities, see the ???BCM450 Utilities??? chapter in the BCM450 Administration and Security Guide (NN40160-601).

Command Line Interface

You can use the Command Line Interface (CLI) to configure basic settings, as well as shut down, reboot, or reset the BCM450 system. Two CLI modes are available: Maintenance CLI, and Configuration CLI.

This section contains information about the following topics:

???Accessing the CLI on page 80

???Using the Configuration CLI on page 81

???Using the Maintenance CLI on page 82

Accessing the CLI

There are two methods of accessing the CLI:

???through a serial connection

???through the OAM port

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For either method, your user account must be assigned the System-CLI privilege before you can access the CLI.

Accessing the CLI through a serial connection

Caution: The CLI is intended for use by experienced technicians, or as directed by Nortel Technical Support. Improper use of the CLI may result in data loss.

1Connect a serial cable with a 9-pin female connector from the serial port on a PC to the serial port on the BCM450.

2Ensure that you use the following settings:

???bits per second: 115200

???data bits: 8

???parity: N

???stop bits: 1

???no flow control

3Use a terminal emulation program, such as Hyperterminal or Nortel CLI Manager, to establish a connection to the BCM450.

4Log into the BCM450 by entering your username and password. Your user account must be assigned the System-CLI privilege in order to access the CLI.

Accessing the CLI through the OAM port

Caution: The CLI is intended for use by experienced technicians, or as directed by Nortel Technical Support. Improper use of the CLI may result in data loss.

1Connect an Ethernet cable from the Ethernet port on a PC to the OAM Ethernet port on the BCM450.

2Set the IP address of the PC to 10.10.11.2.

3Use putty to establish an SSH connection to the default IP address of the OAM port: 10.10.11.1.

4Log into the BCM450 by entering your username and password. Your user account must be assigned the System-CLI privilege in order to access the CLI.

Using the Configuration CLI

The Configuration CLI dislays when the system is in Main OS mode. The options available on the Configuration CLI are:

???0???Exit. The system exits the CLI to the login prompt.

???1???Reboot. The system reboots to the Main OS.

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???2???Shutdown. The system shuts down. You need physical access to the BCM450 hardware to restart the system.

???3???Safe OS. The system reboots to the Safe OS and waits 1 minute for you to login. When you login within 1 minute, the Maintenance CLI displays. If you do not login within 1 minute, the system changes to the Main OS. For more information about the Safe OS, see Using the Maintenance CLI on page 82.

???4???Configuration Reset. A Level 1 reset occurs. The system resets all configuration data to the factory defaults.

???5???Software Reset. A Level 2 reset occurs. The system resets all configuration data and software to the factory defaults.

???6???IP Configuration. You can configure the following basic IP settings:

???0???Return to Previous Menu. The system returns to the main menu.

???1???Hostname. Provision the hostname of the system.

???2???IP Address. Provision the IP address of the system.

???3???Subnet Mask. Provision the subnet mask for the IP address.

???4???Default Gateway. Provision the default gateway for the system.

???5???DHCP Client Mode. Enable or disable the DHCP client.

???6???Commit Changes. Save changes to the IP settings.

???7???Reload Settings. Reload the existing IP settings.

Using the Maintenance CLI

The Maintenance CLI displays when the system is in Safe OS mode. The Safe OS is a diagnostic mode that you can use if the Main OS is experiencing problems. No applications or telephony services are running when the BCM450 is in Safe OS mode. The options available on the Maintenance CLI are:

???0???Exit. The system exits to the Safe OS login prompt.

???1???Reboot into Main OS. The system reboots to the Main OS.

???2???Shutdown. The system shuts down. You need physical access to the BCM450 hardware to restart the system.

???3???Reboot into Safe OS. The system reboots to the Safe OS and waits 1 minute for you to login. If you do not login within 1 minute, the system changes to the Main OS.

???4???Transition to Main OS. The system changes from the Safe OS to the Main OS without restarting.

???5???Configuration Reset. A Level 1 reset occurs. The system resets all configuration data to the factory defaults.

???6???Software Reset. A Level 2 reset occurs. The system resets all configuration data and software to the factory defaults.

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Chapter 9

Understanding system messages

The BCM450 system generates alarms, logs, traps, and other system messages that you can use to troubleshoot problems.

Alarms, logs, and traps

For information about system messages, see the following chapters in the BCM450 Fault and Performance Management Guide (NN40160-701):

??????Using the BCM450 Fault Management System,??? which describes fault management tools such as alarms, logs, and SNMP traps

??????List of Alarms,??? which provides alarm messages, problem descriptions, and possible solutions

Reporting for dropped calls

You can specify the level of system reporting that you require for released ISDN or VoIP calls. You can choose to have no text, a simple explanation, or a detailed explanation in the dropped call notification.

Use this procedure to set the level of reporting for dropped calls.

To set Release Reasons

To set Release reasons, follow these steps:

1Click Administration > Utilities > Diagnostic settings.

2Click the Telephony tab.

The Release Reasons panel appears.

3From the Release Reason drop-down menu, select the level of reporting that you require. Table 13 lists the possible values for Release reasons.

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Chapter 10

Useful Troubleshooting Links

Use the information in this chapter to find additional reference information when you are troubleshooting a problem with the BCM450 system. As part of your initial troubleshooting, Nortel recommends that you check these resources for information about known issues and for solutions related to the problem you are experiencing.

Navigation

???Partner Bulletins on page 85

???Knowledge and Solution Engine on page 85

Partner Bulletins

To locate Partner Bulletins, visit the Nortel Partner Information Center:

http://www.nortel.com/pic

Knowledge and Solution Engine

The Knowledge and Solution Engine allows you to search an entire database of Nortel technical documents, troubleshooting solutions, software, and technical bulletins.

The document types available from the Knowledge and Solution Engine include the following:

???Bulletins: Includes a listing of technical bulletins.

???Documentation: Includes all technical documentation written for Nortel

???products (such as installation guides, administration guides, release

???notes).

???Service Requests: Includes technical support cases created within the past year. The availability of service requests is based on your customer entitlement.

???Software: Includes software patches and software releases.

???Solutions: Includes troubleshooting solutions written by the Nortel Technical Support team.

When searching through the Knowledge and Solution Engine, enter a natural language query (that is, a query in the form of a statement or a question).

Using the Knowledge and Solution Engine

Use the following procedure to access the Knowledge and Solution Engine.

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To use the Knowledge and Solution Engine

1Go to the Nortel Web site: www.nortel.com

2Log in using user name and password.

3Select SUPPORT & TRAINING.

4Select ONLINE SELF-SERVICE, and then select Knowledge Base.

The Online Self-Service page appears and shows the Knowledge and Solution Engine. For information on performing your search, click the Search Tips link.

To view an interactive tutorial for the Knowledge and Solution Engine, go to the Help & Contact section, click the Help Using This Site link and then scroll to find the Knowledge Base tutorial.

5Enter your problem statement or question in the text box. Ensure that you leave spaces between the words in the statement or question.

6From the ALL TYPES drop-down list, select the document type you would like to search against. The default is ALL TYPES, which searches on all available documents (bulletins, documentation, services requests, software, and solutions).

7Click > (the arrow adjacent to the text box) or press Enter to start your search. The page reloads and provides the option to narrow your search by product family.

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Chapter 11

Frequently Asked Questions

The chapter provides answers to frequently asked questions.

Navigation

???Backup, restore, and reset operations on page 87

???Password protection on page 89

???Fault management on page 90

???System and status information on page 91

???Connectivity problems on page 95

???IP addresses on page 96

Backup, restore, and reset operations

This section contains answers to the following questions:

???How do I back up the database? on page 87

???How do I restore the BCM450 from a previous backup? on page 88

???How do I complete a Warm Reset or Cold Reset? Is it safe and will I lose customer data? on page 88

How do I back up the database?

Use the following procedure to back up the BCM450 database.

To perform a backup

1In the task panel, click the Administration tab.

2Open the Backup and Restore folder, and then click Backup.

The Backup panel opens and displays the Immediate Backup tab. In the Backup To selection field, choose a destination for the backup archive.

3Click the Backup button. The Backup window opens.

4In the Optional Components table, select or clear the check box for each component to include or exclude these components from the backup operation.

5Click the OK button.

A warning window opens. Read the warning carefully before proceeding.

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6Click the Yes button to proceed.

A progress window opens. When the backup is complete, the Backup Complete message appears.

7Click the OK button.

How do I restore the BCM450 from a previous backup?

Use the following procedure to restore the BCM450 database.

To restore data from the BCM450

1In the task panel, click the Administration tab.

2Open the Backup and Restore folder, and then click Restore.

The Restore panel opens. In the Restore From field, select the location of the backup archive to use.

3Click the Restore button.

The Select Components to Restore window opens.

4Select the optional components that you want to include from the backup file.

5Click the OK button.

A warning window opens and displays information about components that will be affected by the restore operation. Read the warning carefully before proceeding.

6Click the Yes button to proceed.

A progress window opens. When the operation is complete, the Restore Complete window opens.

7Click the OK button.

How do I complete a Warm Reset or Cold Reset? Is it safe and will I lose customer data?

You can use the Reset utility in Element Manager to:

???reboot the BCM450 system

???perform a warm reset of telephony services

???perform a cold reset of telephony services

???shut down the system

For a description of the impact on the system of each of these resets, see Reset functions on page 26.

Use this procedure to perform a warm or cold reset.

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Completing a warm or cold reset

1 Select Administration > Utilities > Reset, and click one of the following buttons:

aReboot BCM450 System will restart the operatingsystem of the BCM450

bWarm Reset Telephony Services will restart telephony services. Customer data will be retained.

cCold Reset Telephony Services will reset telephony programming to factory defaults. Customer data will be lost.

dShutdown System will stop all services and shut down the system. Restarting the system requires physical access to the BCM450.

Password protection

This section answers the following frequently asked question:

???How do I recover a lost password for the BCM450? on page 89

How do I recover a lost password for the BCM450?

There is a Nortel support default user which cannot be deleted or modified. This account is set up to allow Nortel troubleshooting technicians to access areas of the system that are not available to other users. You can change the default challenge key, but be sure to retain a record of the change so that Nortel support technicians can access your system.

Recovering a lost password

1Select Configuration > Administrator Access > Security Policies, and select the Entry Policy tab.

2With the Challenge Key available, contact Nortel Technical Support and request help to recover the lost password.

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Fault management

This section answers the following frequently asked question:

???How do I view Alarms? Can I acknowledge and clear them? on page 90

How do I view Alarms? Can I acknowledge and clear them?

When you view an alarm on the alarms panel, you can change the order of the columns in the table and you can sort alarms. For example, you may want to sort alarms by Component ID and Alarm ID.

Use the following procedures to view alarms and to acknowledge alarms.

To view an alarm

1Click the Administration tab.

2Open the General folder, and then click the Alarms task. The Alarms page opens.

3In the Alarms Panel table, select an alarm.

The Alarm Details panel displays below the Alarms table.

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4To change the order of columns in the Alarm table, select a column and drag it left or right to the desired location, and release it.

5To view a column by ascending or descending order, click the column heading.

To acknowledge an alarm

1Click the Administration tab.

2Open the General folder, and then click the Alarms task. The Alarms panel opens.

3In the Alarms table, select the alarm you want to acknowledge. The Alarm Details panel is displayed below the Alarms table.

4On the Alarms Details panel, click the Acknowledge Alarm button.

A check box appears in the Alarm ACKed column in the Alarms table for this alarm.

Acknowledging the alarm does not clear the alarm; it indicates only that the alarm has been noted.

System and status information

This section answers to the following frequently asked questions:

???How do I capture the logs from the BCM450? on page 91

???How do I capture the current BCM450 configuration? on page 93

???How do I find the BCM450 system health? on page 94

???How do I show specific process states? on page 94

???How do I verify current software revision? on page 94

???How do find the BCM450 System ID and Serial Number? on page 95

How do I capture the logs from the BCM450?

You can capture or transfer logs from the BCM450 using Element Manager, or from the BCM450 Web page.

When you use the BCM450 Web page to transfer log files, you cannot choose the log file categories that you will transfer; all the log files in all the categories will be transferred.

Use the following procedures to transfer log files.

Using the Element Manager to transfer log files

1Click the Administration tab, and then open the Logs folder.

2Click the Log Management task. The Log Management panel opens.

3Click the Immediate Log Transfer tab.

4In the Transfer To selection field, select a storage location.

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5Click the Transfer button.

The Transfer To window opens.

6Select the log file categories that you want to include in the log file transfer. All the log files associated with the selected categories will be transferred.

7Click the OK button.

A transfer window opens and displays applicable warnings.

8Click the Yes button to initiate the transfer. A Save dialog box displays.

9Specify a filename and location for the log file and click Save.

The Progress Update window opens. When the log files are transferred, the Transfer Complete window opens.

10Click the OK button.

The log archive is saved in the location you specified.

Using the BCM450 Web Page to transfer log files

1In your web browser, type the IP address of the BCM450 and click the Go button. The login screen opens.

2Log in to the BCM450 using the same username and password that you use to log into a BCM450 using the Element Manager.

The BCM450 Web page opens.

3Click the Administrators Applications link.

4Click BCM Logs.

5Click the Retrieve Log Files link. The Retrieve Log Files panel appears.

6Click one of the three options for file transfer: Transfer to My Computer, Store on USB Memory, or Send to.

7If you select the Send to radio button, select a destination from the drop-down list, otherwise, go to the next step.

8Click Submit. The web page shows the status as Working; when complete, it shows Success.

9Click the Click Here to Download Logs link. The File Download screen opens.

10Click the Save button. The Save As screen opens.

11Specify the location where you want to save the log file transfer, and enter a name for the file in the File Name field.

12Click the Save button. The file is saved.

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How do I capture the current BCM450 configuration?

You can create a programming file that contains the current settings of all or part of your Element Manager data. These files can be saved in either HTML or Excel spreadsheet format. You can access the programming record in the same way you access any other HTML file or by using Excel, version 2002 or later, for the spreadsheet format.

A programming record that contains the factory default settings is available in Excel format from the BCM web page.

Note: It may take several hours to save programming records, depending on the size of the system. Nortel recommends that you saving programming records during periods of low system use.

Use the following procedure to capture the current programming record.

Capturing the current configuration

1Select the item on the task navigation panel for which you want to save the data into an HTML report or Excel workbook. An item can be a task item, task bullet, or a folder.

2Click on Session > device IP address > Save Programming Record > Save Selected Data.

A warning dialog box appears; review the warning and click Yes. A Save dialog box then displays.

Figure 16 Save dialog box

3In the Save: field choose the path where you want the file stored.

4In the Files of type: field, choose the format in which you want to save the data (HTML or Microsoft Excel spreadsheet).

5Enter a File name. Nortel recommends that you make the current date and system name part of the file name.

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6 Click on Save.

Note: The Save All Data selection can take up to 45 minutes to complete. Your computer must stay connected to the element during this time, as the Save All Data function is actively writing into the file specified until the function is complete.

How do I find the BCM450 system health?

You can use the BCM Monitor to view information about system health.

The Usage Indicators tab on the BCM Monitor displays real time information about the BCM450 system, including:

???BCM450 system data, including CPU and memory use

???resources used on the Media Card, including signaling channels, media channels, voice bus channels, and DSP resources

???active telephony devices, such as IP trunks, IP sets. voice ports, and media gateways

The information is displayed as an absolute figure and as a percentage of the resource used. Use this procedure to access system health information.

Viewing the system health

1Select Administration > Utilities > BCM Monitor and click the Launch BCM Monitor button.

1 Select the Usage Indicators tab.

How do I show specific process states?

Use the following procedure to view specific process states.

Viewing specific process states

1Select Administration > General > Service Manager.

The Service Manager page opens. Services are displayed in the Services table.

How do I verify current software revision?

Use the following procedure to view the current software revision.

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Verify the current software revision

1 Select Configuration > Sytem > Identification.

How do find the BCM450 System ID and Serial Number?

Use the following procedure to view the system ID and serial number.

Viewing the system ID and serial number

1Select Administration > General > Hardware Inventory.

2Select the BCM450 System tab.

Connectivity problems

This section answers the following question:

???What is an Ethernet loop, and how do I avoid creating one? on page 96

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What is an Ethernet loop, and how do I avoid creating one?

The BCM450 does not support the Bridging Protocol Data Unit (BPDU), and therefore, you must be careful not to create Ethernet lops in the network while connected ot these two ports.

Figure 17 shows and Ethernet loop and how to avoid it.

Figure 17 Ethernet loops

IP addresses

This section answers the following questions:

???Can I modify the IP address of the OAM port? on page 96

???What are the default IP addresses of the BCM450 ports? on page 96

Can I modify the IP address of the OAM port?

You cannot change the IP address of the OAM port. You can use Element Manager to view the OAM port parameters.

What are the default IP addresses of the BCM450 ports?

The default addresses of the OAM LAN port are:

???IP address: 10.10.11.1

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???Subnet mask: 255.255.255.0

The default addresses of the customer LAN port are:

???IP address: 192.168.2.2

???Subnet mask: 255.255.254.0

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Chapter 12

Contacting Technical Support

If you have been unable to resolve an issue using the information and steps provided in this guide, use the information in this chapter to contact Nortel Technical Support. This chapter identifies all of the critical information that you must gather before contacting Nortel Technical Support.

Navigation

???Gathering critical information on page 99

???Getting Help from the Nortel Web site on page 100

???Getting help over the phone from a Nortel Solutions Center on page 100

???Getting help from a specialist by using an Express Routing Code on page 101

???Getting help through a Nortel distributor or reseller on page 101

Gathering critical information

Before contacting Nortel Technical Support, you must gather information that can help the technical support personnel when troubleshooting. This section identifies all the critical information that should be gathered before contacting Nortel Technical Support.

You must attempt to resolve your problem using this troubleshooting guide. Contacting Nortel is a final step taken only when you have been unable to resolve the issue using the information and steps provided in this troubleshooting guide. Gather the following information before contacting Nortel Tech Support. Collecting this information helps Nortel analyze and address the reported issue.

???Problem scenario:

???Detailed description of the problem

???Expected Response (how you would expect the system to perform)

???Actual Response (A detailed account of how the system actually performs)

???Date and time when the problem started

???Frequency of the problem

???Is this a new installation?

???Can you restore normal operation?

???History:

???Have you recently changed or upgraded your system, your network, or a custom application? For example, has any configuration or code been changed?

???What events can be identified prior to the fault: e.g. upgrade, new LAN, increased traffic, new hardware?

???When were these changes made? Provide the date and time.

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???Who made these changes? Were the changes made by a partner or customer? Provide the names of the individuals who made the changes.

???Actions taken:

???Have you checked that the product???s software or firmware is a Current or Sustained Release?

???Have you checked whether patches or maintenance releases are available that address this issue?

???You have checked the solutions database for possible solutions (found on http:// www.nortel.com/cs)?

???Detailed description of your investigation to date, previous actions taken and outcomes.

Also provide Nortel Technical Support with the following information:

???Provide a full list of patches that you have applied to your system

???Have any additional information available , such network diagrams, diagnostic/error logs, and configuration files

???Is remote access to the system available?

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 do not 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:

www.nortel.com/callus

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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:

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.

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