Page 1 MiVoice Business Troubleshooting Guide RELEASE 9.1 April 2020...
Page 2 ). The information is subject to change without notice and should not be construed in any way as a commit- ment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document.
Page 3: Table Of Contents
Product Bulletins ........2 Mitel Knowledge Base Articles ......2 Resolving Technical Issues .
Page 4 System Software .......76 Unable to boot the MiVoice Business System on 3300 ICP Controller . .80 Overview .
Page 5 Reverse Migration of an AX Controller if the 16 GB CF is Unavailable or Cor- rupt ...........91 Chapter: 5 System Features .
Page 6 T1 E1 Trunk Resiliency ..... . . 173 System Data Synchronization ..... . . 175 Sharing Operations .
Page 7 Hardware ........220 Using LEDs to Diagnose Faults ....220 Reading E2T Card Statistics .
Page 8: Introduction
This guide provides troubleshooting information for the Mitel 3300 IP Communications Platform (ICP). This guide is intended for use by Mitel certified 3300 ICP technicians. The troubleshooting information has been grouped by topic (Initial Setup, System Features, Devices, and so forth) and then organized into tables using the following structure: Symptom, •...
Page 9: Supporting Documentation
Mitel Product Documentation To access the product documentation: Go to https://www.mitel.com/ Click SUPPORT. Under Customer Support, click Technical Documentation. Click BUSINESS PHONE SYSTEMS > MIVOICE BUSINESS. Product Bulletins To access Mitel Product Bulletins: Log on to MiACCESS Portal. In the left pane, click InfoChannel.
Page 10 ESOLVING ECHNICAL SSUES HAPTER NTRODUCTION...
Page 11 ESOLVING ECHNICAL SSUES HAPTER NTRODUCTION...
Page 12 ESOLVING ECHNICAL SSUES HAPTER NTRODUCTION...
Page 13: Tsn Your Technical Support Network
ECHNICAL UPPORT ETWORK HAPTER NTRODUCTION TSN Your Technical Support Network The Mitel Technical Support Network (TSN) provides authorized channel partners with the following services: access through the Mitel OnLine website to • up-to-date customer documentation – the Mitel Knowledge Base –...
Page 14: Registering For Services
How to Articles:Provide information on proper programming of features and applications – Troubleshooting Articles: Provide troubleshooting procedures to help identify and solve issues. – Known Product Issues: Describe product issues that are know by Mitel and are in the process of – being resolved.
Page 15: What Products Are Supported
OSD notification updates, log into Mitel OnLine, click Tech- nical, and then click Register/Cancel Email Notifications. Password Resets: If you lose your password or if your password is not available, Mitel can attempt •...
Page 16: Summary Of Service Charges
UPPORT ETWORK HAPTER NTRODUCTION Current Products: Telephone support is provided at no charge during normal business hours to Mitel certified technicians for the currently supported products. Manufactured Discontinued - Supported: Telephone support is chargeable for the manufacture discontinued products. Manufactured Discontinued - Unsupported: Telephone support is not available for manufactured discontinued products.
Page 17: Self Help Solutions
The first time you log in you will be asked for your company’s Technical Support ID. Choose your channel partner location. View your open and closed tickets. Update your open tickets with any new information and the Mitel technical support specialist will be notified of your updates by e-mail.
Page 18: Checking For Fixes In Software Patches
Major software patches are provided on Mitel Online. • Minor software updates are available from Technical Support via a Mitel FTP site. The Known Product • Issue (KPI) fixes that are contained in minor software updates are listed in the “KPI fixed lists” articles.
Page 19: Fixed In Software Update
Are you certified on the product in question? Have you searched the tables in this Troubleshooting Guide for a solution? Have you checked the Mitel Customer Documentation site, Knowledge Base and training materials for a solution to the issue? Is the product supported (see...
Page 20 Serial number(s) Serial numbers of the hardware and software. System platform If the problem involves a Mitel application that runs on a PC or server, what is the platform operating system, and what service packs, security software, firewall software, and...
Page 21 On 3300 ICP systems, generate the system diagnostic report. (The PSTSWLOG and XRTC logs are included.) See MKB article 04-1000-00011 for instructions. The Mitel Knowledge Base article explains how to collect specific logs if ESM cannot be accessed. Phone types...
Page 22 Table 1.3: Required Information Details Contact telephone number and e-mail Be prepared to provide the Mitel Technical address Support technician with a telephone number and e-mail address so that the technician can contact you or provide your contact number to other support specialists.
Page 23 (10/100, Full/Half, Auto, Fixed?) Do the symptoms improve if the For controllers, we recommend IP phone is set to “auto and Access Port. Mitel recommends lock”? setting “Auto” on phones. In some unique PC/network, the IP phone may require to hard coding or setting to “auto and...
Page 24: Making A Support Call
If you are in any other region, contact your local regional support service. For regional contact infor- – mation, follow the “Contact Us” link at Mitel.com. Describe the nature of the problem to the technician. Record your problem ticket information.
Page 25: Emergency Calls Are Not Charged
Loss of essential services (see • Definition of Loss of Essential Services) : A Mitel technical support technician will consult their manager if there is a disagreement as to NOTE whether a call should be considered an emergency after-hours call. Definition of Essential Environments Hospitals and facilities dedicated to the relief of sickness and suffering •...
Page 26 ETURNING AULTY ARDWARE HAPTER NTRODUCTION Any further information that may be useful should be included on the rear of the repair tag. •...
Page 27: Initial Setup
NITIAL ETUP ROUBLESHOOTING HAPTER NITIAL ETUP Initial Setup Initial Setup Troubleshooting Tips Refer to the Technician's Handbook for instructions on how to install and set up a 3300 ICP controller. • For hardware related issues, also see Controllers. • General Controller Setup Troubleshooting (Sheet 1 of 2) Table 2.1: Symptom Possible Cause...
Page 28: Licensing
IP address and subnet mask Enter IP addresses without for RTC entered incorrectly. leading zeros. For example, 192.168.1.2; not 192.168.001.002 Licensing For general AMC troubleshooting, also see the AMC Troubleshooting Guide. Refer to Mitel Knowledge Base Article HO1318.
Page 29 The error message(s) in the • PostSoftware Logs and/or the journalctl logs. Unable to communicate with Inability to communicate with Refer to Mitel Knowledge Base • the Application Management the AMC because unable to Article HO1318. Center (AMC). find the AMC servers via a DNS lookup.
Page 30 ICENSING HAPTER NITIAL ETUP Troubleshooting Licensing and Optioning (Continued) (Sheet 2 of 3) Table 2.2: Symptom Possible Cause Corrective Action The system is generating One of the following Correct the license violation “Warning” license violation warning-level license violation event. messages in maintenance logs events has occurred: and the ESM System Over Allocation...
Page 31 ICENSING HAPTER NITIAL ETUP Troubleshooting Licensing and Optioning (Continued) (Sheet 3 of 3) Table 2.2: Symptom Possible Cause Corrective Action The system is generating The “Major” level license Correct the license violation “Critical” license violation violation escalation timer has event. messages in maintenance logs, expired (14 days after the alarms, the ESM interface...
Page 32: Hardware
Hardware Compute form: displays details of the Real Time Controller (RTC) card and – Ethernet-to-TDM (E2T) card Hardware Modules form: displays the Mitel Mezzanine Card (MMC) modules that are installed in – the system. IP Telephone form: displays all IP phones in the system and their status.
Page 33: Hardware Alarms
ARDWARE LARMS HAPTER ARDWARE Hardware Alarms...
Page 34 ARDWARE LARMS HAPTER ARDWARE...
Page 35 ARDWARE LARMS HAPTER ARDWARE Hardware Alarms Troubleshooting (Sheet 1 of 3) Table 3.1: Alarm Probable Cause Corrective Action ICP Comms E2T card has no IP If you are using the controller’s internal DHCP server for the E2T: address. ensure you assigned a static IP address to the E2T using the correct MAC address (see “Configure the Layer 2 Switch”...
Page 36 Hard disk has a fault If the alarm occurs on the primary drive, (MXe III). replace the hard disk (see Note below). Refer to Mitel Knowledge Base article HO1715. If the alarm occurs on the secondary drive, check the primary drive for faults.
Page 37 ARDWARE LARMS HAPTER ARDWARE Hardware Alarms Troubleshooting (Continued) (Sheet 3 of 3) Table 3.1: Alarm Probable Cause Corrective Action TDM Clock Stratum 3 clock module Replace Stratum 3 clock module. in controller has failed. Temperature Temperature in the System has overheated. Cool down system is getting too system to clear alarm.
Page 38: Controllers
ONTROLLERS HAPTER ARDWARE Controllers MXe III Controller MXe III Controller Troubleshooting (Sheet 1 of 2) Table 3.2: Probable Symptom Cause Corrective Action Changing from For information and guidance for correcting this problem, refer E2T fails to a hard coded to "Programming E2T via Debug Cable or Secure Telnet" in the initialize.
Page 39: 3300 Icp Controllers
ONTROLLERS HAPTER ARDWARE MXe III Controller Troubleshooting (Continued) (Sheet 2 of 2) Table 3.2: Probable Symptom Cause Corrective Action Audio problems E2T is unable to If the problem is IP -> IP or IP -> TDM: from IP to IP or communicate Check the default gateway on all components involved in the IP to TDM.
Page 40: Service Units
Service Unit Troubleshooting (Sheet 1 of 2) Table 3.3: Symptom Probable Cause Corrective Action Analog Service Unit User can hear clicking Message Waiting voltage Refer to Mitel Knowledge sound while on a call on an cycling. Base article 05-4409-00008. external ASU ONS circuits.
Page 41: Embedded Modules
MBEDDED ODULES HAPTER ARDWARE Service Unit Troubleshooting (Continued) (Sheet 2 of 2) Table 3.3: Symptom Probable Cause Corrective Action Voice calls on ASU have an Faulty programming. Ensure that the ARS Call Progress Tone Detection echo. form for the analogue trunks is programmed correctly and ensure that the Tone to Detect entry is left blank (i.e.
Page 42 MBEDDED ODULES HAPTER ARDWARE Embedded Module Troubleshooting (Continued) (Sheet 2 of 4) Table 3.4: Hardwa Symptom Probable Cause Corrective Action For E1 only: CRC-4 Enabled: “No” in North • America; “Yes” in Europe E1 Line Length (Ft.): 0-133 • E1 Impedance (Ohms): 120 •...
Page 43 MBEDDED ODULES HAPTER ARDWARE Embedded Module Troubleshooting (Continued) (Sheet 3 of 4) Table 3.4: Hardwa Symptom Probable Cause Corrective Action Card fails to Both PostSoftware Disconnect controller power and then card or come out of reconnect. Newer versions of DSPs module reset.
Page 44: Phones
HONES HAPTER ARDWARE Embedded Module Troubleshooting (Continued) (Sheet 4 of 4) Table 3.4: Hardwa Symptom Probable Cause Corrective Action DSP Run-Time These are mostly If the system is stuck in a reboot Card or Access Fault. exceptions that sequence. Remove and re-seat the Module either produce an card.
Page 45: General Phone Issues
HONES HAPTER ARDWARE General Phone Issues General Phone Troubleshooting (Sheet 1 of 9) Table 3.5: Phone Symptom Probable Cause Corrective Action No calls are being Programming error. Check the received. programming to make sure • the calls are not forwarded or rerouted elsewhere automati- cally by the system.
Page 46 HONES HAPTER ARDWARE General Phone Troubleshooting (Continued) (Sheet 2 of 9) Table 3.5: Phone Symptom Probable Cause Corrective Action Calls are being cut Trunk program- Check for a pattern. • ming error Are the calls always being • Hardware issue made to the same number? •...
Page 47 HONES HAPTER ARDWARE General Phone Troubleshooting (Continued) (Sheet 3 of 9) Table 3.5: Phone Symptom Probable Cause Corrective Action User reports that System or set Establish if the calls are always they are continually programming error for the same person or if they receiving incorrect are for different people.
Page 48 HONES HAPTER ARDWARE General Phone Troubleshooting (Continued) (Sheet 4 of 9) Table 3.5: Phone Symptom Probable Cause Corrective Action The volume setting The “Handset Set the “Handset Volume saved on the Volume Adjustment Adjustment - Saved” parameter handset is lost. - Saved”...
Page 49 Multiple possible No Dial Tone - Analog or causes Phone. Display Phones Display phone that Calls which into the Refer to Mitel Knowledge Base receives an system over ISDN article 06-5104-00034. incoming call using 4ESS transferred from protocol do not...
Page 50 HONES HAPTER ARDWARE General Phone Troubleshooting (Continued) (Sheet 6 of 9) Table 3.5: Phone Symptom Probable Cause Corrective Action IP Phone IP Phone fails to Network Verify network connection boot Connection. No power Verify power (is there a display?) Faulty wiring or Check the wiring and connection connections...
Page 51 HONES HAPTER ARDWARE General Phone Troubleshooting (Continued) (Sheet 7 of 9) Table 3.5: Phone Symptom Probable Cause Corrective Action : IP sets require a firmware NOTE upgrade to support the new DHCP options introduced in 3300 Release 7.0; otherwise, the sets will fail to boot.
Page 52 B will cause it to fail and it will be stuck at “lockout” or “PIN in memory”. Network ICMP Network ICMP Refer to Mitel Knowledge Base Redirect Packets Redirect Packets article 08-5157-00024. may cause causing “Exception “Exception Errors”...
Page 53 Table 3.5: Phone Symptom Probable Cause Corrective Action IP Phones (Dual Dual Mode phone Dual mode phones Refer to Mitel Knowledge Base Mode) fails to boot up. may fail to boot up article 04-5173-00019. for two different reasons: Cisco Discovery...
Page 54: Issues With Specific Models
Reboot the controller to make the change effec- tive. SUPERSET Headset issues. Attempting to use an Refer to Mitel Knowledge 4000, YA, and unsupported headset. Base article IP Phones 05-6778-00015 for a listing of supported headsets.
Page 55 Phones the display: Option A: WEB BROWSER In your DHCP server, ERROR # 2 program Mitel propri- Domain Name etary Option 135 (Proxy Service (DNS) Server) as String type Timeout and enter a socket Host Name was value in the format of not resolved.
Page 56 Program the MSL server to also be your DHCP server. For infor- mation on how to configure the MSL server, refer to the Mitel Standard Linux (MSL) Installation and Mainte- nance Guide available from Mitel Online Reboot the webset to get the new DHCP option.
Page 57 Specific Model Troubleshooting (Continued) (Sheet 4 of 9) Table 3.6: Phone Symptom Probable Cause Corrective Action 5220 with Any of the Unsupported hardware Refer to Mitel Knowledge 5422 PKM following: revisions. Base article 04-3849-00863 for the one way audio • minimum required when using hardware revisions.
Page 58 HONES HAPTER ARDWARE Specific Model Troubleshooting (Continued) (Sheet 5 of 9) Table 3.6: Phone Symptom Probable Cause Corrective Action A 5215 Dual Phone fails to 802.1X port Configure username and Mode, 5220 boot up. Set authentication is password on IP phone. See Dual Mode, display shows enabled in network, but...
Page 59 Specific Model Troubleshooting (Continued) (Sheet 6 of 9) Table 3.6: Phone Symptom Probable Cause Corrective Action 5330, 5340, Phone loses all The controller address See Mitel Knowledge Base or 5360 IP application does not match the article 07-4940-00007. sets features and ICP/PBX assignment. labels after the...
Page 60 HONES HAPTER ARDWARE Specific Model Troubleshooting (Continued) (Sheet 7 of 9) Table 3.6: Phone Symptom Probable Cause Corrective Action In MCD 5.0 SP1, the DHCP option 125 is firmware for 53xx IP configured with VLAN ID of Phones changed to N, and priority of N.
Page 61 Specific Model Troubleshooting (Continued) (Sheet 8 of 9) Table 3.6: Phone Symptom Probable Cause Corrective Action 5310 5310 Conference Side control defective. Refer to Mitel Knowledge Conference is not working Base article Unit with 5220 DPLite 06-5191-00067. (Dual Mode IP phone). The...
Page 62 Probable Cause Corrective Action 69xx IP Accessing the Incorrect configuration A) Message = Directory Phones corporate in MiVoice Business Import Failed directory from the In Network Elements form Contacts check the following: application fails LDAP server ip address with the one of is correct.
Page 63: Ip Phone Power
HONES HAPTER ARDWARE IP Phone Power IP Phone Power Troubleshooting (Sheet 1 of 3) Table 3.7: Probable Symptom Cause Corrective Action Power unit is No power at Plug a known functioning device in the power outlet. plugged in, but outlet. OR Verify that the power outlet protection circuit has not does not power faulty power...
Page 64 HONES HAPTER ARDWARE IP Phone Power Troubleshooting (Continued) (Sheet 2 of 3) Table 3.7: Probable Symptom Cause Corrective Action IP device Wiring problem Verify that the port’s Power Active LED is continu- works, but ously ON. there is no Faulty IP Verify that the connections for the port pair both data link.
Page 65: Ip Phone Registration
DHCP server. After the sets have booted, options 128-133 may be removed to avoid future conflicts with standardized or other vendors’ use of these options. If you still can’t fix the problem collect the following information and then call Mitel Technical Support:...
Page 66 HONES HAPTER ARDWARE Is the problem with the local or remote subnet? – DHCP server(s) settings – Layer 2 switch configuration and settings – Router configuration and settings – Network Diagram – IP addressing scheme – VLAN configuration and settings –...
Page 67 DHCP discovery DHCP option 43 or Identify the location of DHCP server and set to 125 on 3300 Option 130 as String type with value of “MITEL IP DHCP OFFER X Release 7.0 or later PHONE”. systems or option...
Page 68 (3300 Release 7.0 and later) or that option 130 the second scope of is programmed as String type with value of the DHCP server “MITEL IP PHONE“ (prior to Release 7.0), in (or on the second the scope of Voice LAN. DHCP server).
Page 69 HONES HAPTER ARDWARE IP Phone Registration Troubleshooting (Continued) (Sheet 4 of 8) Table 3.8: Error Message on Display Possible Cause Corrective Action (Cont’d) The L2 switch port Check the L2 switch and ensure that the port is for the phone not shut down.
Page 70 HONES HAPTER ARDWARE IP Phone Registration Troubleshooting (Continued) (Sheet 5 of 8) Table 3.8: Error Message on Display Possible Cause Corrective Action TFTP load failure DHCP option 43 or Check the DHCP server, and confirm that option 125 on 3300 43, 125, or 128 is pointing to the right TFTP server.
Page 71 HONES HAPTER ARDWARE IP Phone Registration Troubleshooting (Continued) (Sheet 6 of 8) Table 3.8: Error Message on Display Possible Cause Corrective Action Waiting for link DHCP option 43 or Check Option 43, 125, or 129 on DHCP to confirm 125 on 3300 that the IP address is programmed correctly.
Page 72 Table 3.8: Error Message on Display Possible Cause Corrective Action Unable to register IP Phone has tried Refer to Mitel Knowledge Base article IP phones due to to register more 06-9999-00024. regproc trap. Other than 10 times in symptoms once a...
Page 73: Phone Connection
HONES HAPTER ARDWARE IP Phone Registration Troubleshooting (Continued) (Sheet 8 of 8) Table 3.8: Error Message on Display Possible Cause Corrective Action TFTP Fail The Layer 2 switch Check the Layer 2 switch and ensure that the ( Remote IP phone port for the phone port is not shut down (see “Network Configura- (statically...
Page 74 HONES HAPTER ARDWARE Troubleshooting Phone Connection Problems (Sheet 1 of 3) Table 3.9: Symptom Possible Cause Corrective Action Cannot make outgoing calls The controller is in System Lock Correct the license violation (except for emergency and license violation mode. event by reducing the number attendant calls).
Page 75 HONES HAPTER ARDWARE Troubleshooting Phone Connection Problems (Continued) (Sheet 2 of 3) Table 3.9: Symptom Possible Cause Corrective Action No dial tone on set. Set is not programmed. In System Administration Tool, program the extension accordingly. Wrong wiring. Check the wiring between the phone jack and the ASU, ASU II, AMB, or AOB.
Page 76: Phone Audio Quality
HONES HAPTER ARDWARE Troubleshooting Phone Connection Problems (Continued) (Sheet 3 of 3) Table 3.9: Symptom Possible Cause Corrective Action IP to IP calls OK, but not IP to E2T not loaded. Verify that the E2T IP TDM calls (ring back heard address is programmed once, then call drops).
Page 77 HONES HAPTER ARDWARE Audio Quality Troubleshooting (Continued) (Sheet 2 of 5) Table 3.10: Symptom Possible Cause Corrective Action Limited bandwidth and Limit the number of calls to remote subnets. too many calls across The network administrator needs to apply router, or combination QOS/TOS to give voice traffic priority over data and voice.
Page 78 HONES HAPTER ARDWARE Audio Quality Troubleshooting (Continued) (Sheet 3 of 5) Table 3.10: Symptom Possible Cause Corrective Action Echo occurring Handsfree mode is Check if far end is using handsfree. Switch to between IP Phones used. handset mode to see if this corrects it, or lower and TDM Phones the volume in handsfree mode.
Page 79 HONES HAPTER ARDWARE Audio Quality Troubleshooting (Continued) (Sheet 4 of 5) Table 3.10: Symptom Possible Cause Corrective Action Echo occurring Layer 2 switch setting Check the L2 switch for duplex mismatch and between IP Phones problem. spanning tree. Turn off spanning tree between the L2 switch and the IP Phone if possible (use the PortFast setting).
Page 80 Voice quality issues Cisco IOS is upgraded Refer to Mitel Knowledge Base article appear after a network to IOS 12.2(37), 08-5191-00104. upgrade MiVoice IP Phones receive DiffServ...
Page 81: 5550 Ip Console
5550 IP C ONSOLE HAPTER ARDWARE 5550 IP Console 5550 IP Console Problems Troubleshooting (Sheet 1 of 2) Table 3.11: Symptoms Probable cause Corrective Action 5550 IP console fails to TKB (keyboard) - does Check DHCP lease to confirm if register (red LED is lit on not have a reserved IP an expected IP address is...
Page 82 5550 IP C ONSOLE HAPTER ARDWARE 5550 IP Console Problems Troubleshooting (Continued) (Sheet 2 of 2) Table 3.11: Symptoms Probable cause Corrective Action “Unable to Display Page” 5550 IP Console is Close the 5550 IP Console Error Message when you running on Windows 98 application and then open Internet launch Internet Explorer.
Page 83: Software
Software Software Troubleshooting Tips Always make a database backup before and after major database changes • For troubleshooting issues that arise when you are using the MiVoice Business Software Installer Tool, • Tools and Embedded Applications. For licensing issues, see Licensing.
Page 84 Table 4.1: Symptom Possible Cause Corrective Action The MiVoice Partial or complete disk You must recover the MiVoice Business software from Business software corruption or disk failure the HDD (or SSD). See Unable to boot the MiVoice is unable to boot Business System on 3300 ICP Controller.
Page 85 30 minutes. If the application does not complete the startup in 30 minutes, the system automatically initiates a reboot; after 5 unsuccessful application startups, the MiVoice Business application auto-disables (see Unable to boot the MiVoice Business System on 3300 ICP Controller).
Page 86 If power is restored to a virtual machine (Hyper-V) to access the virtual machine has after a prolonged power loss, Hyper-V dynamically MiVoice Business changed. assigns a new MAC address to the virtual machine. System This prevents access to the System Administration Administration Tool.
Page 87: Unable To Boot The Mivoice Business System On 3300 Icp Controller
You must Recover the system through the Server Manager the MiVoice Business software is unable to boot from the HDD (or SSD) of your 3300 ICP Controller. • the MiVoice Business application fails to boot several times. In this case, the error message Detected •...
Page 88: Procedure
Run the following command to reboot the system: reboot If the system is now able to boot the MiVoice Business software from its HDD, sync the system licenses with the AMC server through the Server Manager ( ServiceLink > Status).
Page 89: Before You Begin
Run the following command to capture the system’s journal log into a file, /root/ journal.log: journalctl --no-pager > journal.log You may send journal.log to Mitel Product Support for analysis. Run the following command to determine the active partition number of the controller:...
Page 90: Password Recovery For 3300 Icp Controller
Run the following command to reboot the system: reboot If the system is now able to boot the MiVoice Business software from its HDD, sync the system licenses with the AMC server through the Server Manager ( ServiceLink > Status).
Page 91: Partitions
Unable to Recover the MiVoice Business System from Active and Inactive Partitions If you are unable to recover the MiVoice Business software from both the active and inactive disk parti- tions, it might be due to disk corruption or disk failure: To resolve a disk corruption issue, see Software Installation >...
Page 92: Reset The Voiceadmin Password
OICE DMIN ASSWORD HAPTER OFTWARE To resolve a disk failure issue, see Install and Replace Units > Hard Drives in the MiVoice Business • Technician’s Handbook. Reset the VoiceAdmin Password Overview If you are unable to log in to the System Administrator Tool as the voiceadmin user, then you can reset the password for voiceadmin.
Page 93: Backups And Restores
Backup/restore failure Java version is not Verify that the correct version of Java (only fail to FTP files correct is installed (Mitel supports Java between PC). 1.6.0_1 or later). Higher version of Java : If Java Plug-in If another version is installed, remove NOTE is installed.
Page 94 ACKUPS AND ESTORES HAPTER OFTWARE Backup and Restore Troubleshooting (Continued) (Sheet 2 of 4) Table 4.3: Symptom Possible Cause Corrective Action Backup/restore applet Go to the Backup or Restore forms in is not trusted System Administration Tool (Mainte- (identitydb.obj not on nance and Diagnostics).
Page 95 ACKUPS AND ESTORES HAPTER OFTWARE Backup and Restore Troubleshooting (Continued) (Sheet 3 of 4) Table 4.3: Symptom Possible Cause Corrective Action During a system The leading digit of the Program the leading digits of the hunt database backup or hunt group number is group pilot number to be greater than its restore you receive the lower than its RAD...
Page 96 ACKUPS AND ESTORES HAPTER OFTWARE Backup and Restore Troubleshooting (Continued) (Sheet 4 of 4) Table 4.3: Symptom Possible Cause Corrective Action You receive the The leading digits of In the Hunt Groups form, program the following message the hunt group pilot leading digits of the hunt group pilot when you attempt to number are a lower...
Page 97: Determine Whether There Is Enough Space For Backup
ACKUPS AND ESTORES HAPTER OFTWARE Determine whether there is enough space for backup On a rough sheet of paper, create a table as shown in the following figure. To determine the current Voice Mail size, connect to the system using the SSH protocol through a communication application (for example, PuTTy).
Page 98: Migration
GB CF combo with a 16 GB CF: Follow the reverse migration procedure below if: at this time, you do not have a 16 GB CF pre-loaded with MiVoice Business 9.1 software, or • you have removed the 2 GB/4 GB CF combo and inserted the 16 GB CF into the Compact Flash 2 slot, •...
Page 99 Step 6 (or Step 7), and that the file name is set to RTC8260. Reboot the system: reboot The pre-9.0 MiVoice Business load that was running on the AX Controller before the migration attempt starts booting.
Page 100: System Features
YSTEM EATURES ROUBLESHOOTING HAPTER YSTEM EATURES System Features System Features Troubleshooting Tips If you have programmed a system feature and the feature is not functioning as expected, ensure that: the feature is supported for the type of phone. Check the Phone-Feature matrix in the System Admin- •...
Page 101 EATURES HAPTER YSTEM EATURES Troubleshooting Features A to B (Continued) (Sheet 2 of 3) Table 5.1: Feature Symptom Possible Cause Corrective Action Alpha Tagging Alpha tagging not Not supported for Only PSTN calls on present on display trunk type. the following trunk phone for incoming types support alpha calls.
Page 102 EATURES HAPTER YSTEM EATURES Troubleshooting Features A to B (Continued) (Sheet 3 of 3) Table 5.1: Feature Symptom Possible Cause Corrective Action Auto Answer No audio over Phone is not Install a model of speakerphone. equipped with a phone that has a speaker (for speaker.
Page 103: Features C
EATURES HAPTER YSTEM EATURES Features C Troubleshooting Features (Sheet 1 of 7) Table 5.2: Feature Symptom Probable Cause Corrective Action Caller Incoming Public The Caller ID of the Verify the caller ID for Based Switched incoming call does not incoming DID number using Routing Telephone match the CRS query.
Page 104 EATURES HAPTER YSTEM EATURES Troubleshooting Features (Continued) (Sheet 2 of 7) Table 5.2: Feature Symptom Probable Cause Corrective Action Call Unable to forward Forwarding station and Ensure that the forwarding Forwarding call between two the destination station station and the destination internal phones.
Page 105 Assistant application disable it for the IP set via for no apparent via MiTai event. reason. "Locate MiVoice Business Feature cannot detect and Extension" identify this type of call maintenance forwarding features command from using "Locate"...
Page 106 EATURES HAPTER YSTEM EATURES Troubleshooting Features (Continued) (Sheet 4 of 7) Table 5.2: Feature Symptom Probable Cause Corrective Action Call History Calls not being The following calls are None. Not supported. logged. not logged by the Call History feature: incoming ACD Calls •...
Page 107 EATURES HAPTER YSTEM EATURES Troubleshooting Features (Continued) (Sheet 5 of 7) Table 5.2: Feature Symptom Probable Cause Corrective Action Call Pickup Users cannot pick Class of Service option - Directed up calls from a “Call Pickup - Directed: Set “Call Pickup - Directed: set.
Page 108 EATURES HAPTER YSTEM EATURES Troubleshooting Features (Continued) (Sheet 6 of 7) Table 5.2: Feature Symptom Probable Cause Corrective Action Conference Unable to The maximum number Refer to the Conference establish join a of callers in a single feature in the System conference.
Page 109: Features D To G
EATURES HAPTER YSTEM EATURES Troubleshooting Features (Continued) (Sheet 7 of 7) Table 5.2: Feature Symptom Probable Cause Corrective Action the conference is on • Hold a member of the • conference has a party camped-on members of the • conference belong to the same Key System Group you are in select...
Page 110 EATURES HAPTER YSTEM EATURES Troubleshooting Features D to G (Continued) (Sheet 2 of 5) Table 5.3: Feature Symptom Probable Cause Corrective Action Multiple match, Incorrect or no Monitor partial match, and destination number software/audit logs conflict match in the is assigned to the for such scenarios.
Page 111 Remote Busy monitored extension, person’s status. Lamps form on the navigate to the MiVoice Business Remote Busy Lamps system of the form, and add the monited extensions. Remote Host Set Directory number. Phone is not ringing...
Page 112 EATURES HAPTER YSTEM EATURES Troubleshooting Features D to G (Continued) (Sheet 4 of 5) Table 5.3: Feature Symptom Probable Cause Corrective Action Do Not Disturb Call rings set when The calls are None. Feature DND enabled. incoming external functioning correctly. calls.
Page 113: Features H To K
EATURES HAPTER YSTEM EATURES Troubleshooting Features D to G (Continued) (Sheet 5 of 5) Table 5.3: Feature Symptom Probable Cause Corrective Action Group page Phone in Page System restrictions Ensure that COR Group does not prevent the phones and interconnect receive page.
Page 114 EATURES HAPTER YSTEM EATURES Troubleshooting Features H to K (Continued) (Sheet 2 of 2) Table 5.4: Feature Symptom Probable Cause Corrective Action Handsfree Called party cannot Microphone is Ensure that the Operation hear you clearly. obstructed. microphone (on the front edge of the telephone) is unobstructed.
Page 115: Features L To O
EATURES HAPTER YSTEM EATURES Features L to O Troubleshooting Features L to O (Sheet 1 of 3) Table 5.5: Feature Symptom Probable Cause Corrective Action Loudspeaker Unable to Attempting to None. Loudspeaker Paging Paging perform perform feature is not supported in loudspeaker Loudspeaker handsfree mode.
Page 116 EATURES HAPTER YSTEM EATURES Troubleshooting Features L to O (Continued) (Sheet 2 of 3) Table 5.5: Feature Symptom Probable Cause Corrective Action In a network of After the System In a network of PBX PBX platforms, Option “Superset platforms, where stations are where stations Callback programmed to have voice...
Page 117 EATURES HAPTER YSTEM EATURES Troubleshooting Features L to O (Continued) (Sheet 3 of 3) Table 5.5: Feature Symptom Probable Cause Corrective Action The audio file is Cannot download The audio file Verify that the audio file is not rejected.Verify Audio Files to the cannot be corrupted.
Page 118: Features P To R
EATURES HAPTER YSTEM EATURES Features P to R Troubleshooting Features P to R Table 5.6: Feature Symptom Probable Cause Corrective Action Private Line Feature not PLAR is only Configure PLAR in Automatic Ringdown functioning. configured at one the same manner at (PLAR) end of the both ends of the...
Page 119: Features S To V
EATURES HAPTER YSTEM EATURES Features S to V Troubleshooting Features S to V (Sheet 1 of 2) Table 5.7: Feature Symptom Probable Cause Corrective Action Telephone After exporting PC settings To launch Excel Directory Support data to a require Spreadsheets Microsoft Excel modification to Disable the pop-up blocker...
Page 120 EATURES HAPTER YSTEM EATURES Troubleshooting Features S to V (Continued) (Sheet 2 of 2) Table 5.7: Feature Symptom Probable Cause Corrective Action Speed Call - Dialing error Pause in Speed Shorten the length the pause Pause occurs when Call is longer than or increase the Inter-digit using a speed call the Inter-digit...
Page 121: Trunking
RUNK ROUBLESHOOTING HAPTER RUNKING Trunking Trunk Troubleshooting Tips If all the circuits supported by a module or card are out of service, it is likely defective. If possible, swap • the module or card with a known working module or card to confirm. For help with diagnosing digital trunk problems, see Trunks.
Page 122 NALOG RUNKS HAPTER RUNKING Troubleshooting Analog Trunks (Continued) (Sheet 2 of 4) Table 6.1: Symptom Possible Cause Corrective Action Unable to dial out a trunk. No dial tone Ensure dial tone is present from Central Office (CO). You can disable dial tone detection on the trunk to allow users to dial out on the trunk in the absence of dial...
Page 123 Refer to the Hardware Technical Reference Manual for tables that list the Loss Level Plans. You can also check with the Mitel Regional Sales office to find out the most appropriate setting for your region. Incorrect Balanced Network...
Page 124: Digital Trunks
IGITAL RUNKS HAPTER RUNKING Troubleshooting Analog Trunks (Continued) (Sheet 4 of 4) Table 6.1: Symptom Possible Cause Corrective Action Caller is using a cell phone If the caller is using a cell that does not support the phone that has a low SLR, a International Telephone user on the system will Union (ITU-T)
Page 125 IGITAL RUNKS HAPTER RUNKING Digital Trunk Troubleshooting (Continued) (Sheet 2 of 10) Table 6.2: Symptom Probable Cause Corrective Action Excessive Slips. Faulty programming. Ensure the Network Synchronization form is programmed and the system is clocking appropriately. Use the Netsync Summary maintenance commands to determine if synchronization is taking place, If not, use Net Set 1 to set off the first clock...
Page 126 Without proper shielded standard RJ45/T1 pairs, the signal integrity on a T1 cable. trunk is not guaranteed. Refer to Mitel Knowledge Base article 08-5191-00123 for additional details. T1 E&M trunk call Release Link Trunk For normal T1 E&M trunks, set the...
Page 127 If you alter the CRC-4 setting, you not work. MUST reset the controller to enable the new, or changed, setting. Cannot dial System is connected to Refer to Mitel Knowledge Base article international numbers a DMS500 switch 05-5107-00005. when connected to running DMS100 NI1...
Page 128 ANI missing from the Add “ctcomplete” to the Comment call is transferred over CTCOMPLETE facility field in the ISDN Protocol Assignment Q.SIG from Mitel system message in the Q.SIG form in ESM. (Omit the quotation to foreign PBX. signaling. marks.)
Page 129 IGITAL RUNKS HAPTER RUNKING Digital Trunk Troubleshooting (Continued) (Sheet 6 of 10) Table 6.2: Symptom Probable Cause Corrective Action Embedded PRI calls fail Configuration. Verify that embedded PRI is and all Status LEDs on programmed properly in the following the Dual T1/E1 Framer forms (see also Program Embedded are OFF.
Page 130 IGITAL RUNKS HAPTER RUNKING Digital Trunk Troubleshooting (Continued) (Sheet 7 of 10) Table 6.2: Symptom Probable Cause Corrective Action High number of slips. Configuration of Ensure that the synchronization Network source being selected is to a digital Synchronization form. PSTN trunk (like PRI or T1/D4). Outgoing calls fail with Configuration error in Enter the CCS TRACE maintenance...
Page 131 PRI, only if this link is intended for Q.Sig.). Calls on PRI trunks do Not supported by Refer to Mitel Knowledge Base article not present outbound protocol used on the HT4633 for a list of the protocols that name.
Page 132 IGITAL RUNKS HAPTER RUNKING Digital Trunk Troubleshooting (Continued) (Sheet 9 of 10) Table 6.2: Symptom Probable Cause Corrective Action Embedded BRI calls fail Configuration. Verify embedded BRI is programmed and all Status LEDs on properly in the following forms (see the Quad BRI Framer also Program Embedded BRI in the are OFF.
Page 133: Msdn Dpnss Links
MSDN DPNSS L INKS HAPTER RUNKING Digital Trunk Troubleshooting (Continued) (Sheet 10 of 10) Table 6.2: Symptom Probable Cause Corrective Action Incoming calls fail. Configuration of Trunk Verify in the Trunk Attributes form forms. that there is an Answer Point set up for non-DDI trunks for Day and Night services.
Page 134 MSDN DPNSS L INKS HAPTER RUNKING MSDN/DPNSS Link Troubleshooting (Continued) (Sheet 2 of 4) Table 6.3: Symptom Probable Cause Corrective Action Embedded MSDN/DPNSS Faulty configuration or Ensure that the T1/E1 cable links are “not seizable” and wiring. is plugged into the correct the red LED is ON.
Page 135 MSDN DPNSS L INKS HAPTER RUNKING MSDN/DPNSS Link Troubleshooting (Continued) (Sheet 3 of 4) Table 6.3: Symptom Probable Cause Corrective Action User is unable to make an Programming error in Trunk Ensure that the Trunk MSDN link call. Attributes form. Attributes form is programmed correctly at both ends of the link.
Page 136 MSDN DPNSS L INKS HAPTER RUNKING MSDN/DPNSS Link Troubleshooting (Continued) (Sheet 4 of 4) Table 6.3: Symptom Probable Cause Corrective Action All calls on a link fail. Faulty cable connections, Check the status of the link cable, or card. by using the DTSTAT READ PLID maintenance command.
Page 137: Xnet
XNET HAPTER RUNKING XNET XNET Troubleshooting (Sheet 1 of 3) Table 6.4: Symptom Probable Cause Corrective Action Caller reports reorder Errors in the Ensure that the ARS Leading Digit tone when calling to XNET ARS Assignment and ARS Digits Dialed another system.
Page 138 XNET HAPTER RUNKING XNET Troubleshooting (Continued) (Sheet 2 of 3) Table 6.4: Symptom Probable Cause Corrective Action The incoming signaling DID number at the • Remote PBX may not match the correct local outgoing list. The incoming voice DID number at the •...
Page 139 XNET HAPTER RUNKING XNET Troubleshooting (Continued) (Sheet 3 of 3) Table 6.4: Symptom Probable Cause Corrective Action You cannot make Max Number of Complete the Max Number of VoTDM Calls XNET calls after a VoTDM Calls field field in the XNET ICP/PBX Networking form. switch has been in the XNET upgraded to a later...
Page 140: Ip Trunking (Ip Networking)
IP T (IP N RUNKING ETWORKING HAPTER RUNKING IP Trunking (IP Networking) IP Trunk Troubleshooting (Sheet 1 of 2) Table 6.5: Symptom Possible Cause Corrective Action IP trunk does not recover ICMP redirect is enabled. On the Linux shell, enter the after router crash.
Page 141: Sip Trunking
SIP T RUNKING HAPTER RUNKING IP Trunk Troubleshooting (Continued) (Sheet 2 of 2) Table 6.5: Symptom Possible Cause Corrective Action Receive “out of service” Congested trunks at Launch the System Administra- tone while dialing across remote node. tion tool on the remote element. IP trunks to a remote : This is not a local Access the XNET ICP/PBX...
Page 142: Tools And Embedded Applications
Make sure Accept cookies from sites is selected. Click Exceptions..Make sure the MiVoice Business system you're trying to access isn't listed. If it is listed, click on its entry, then click Remove Site .
Page 143 YSTEM ANAGEMENT OOLS HAPTER OOLS AND MBEDDED PPLICATIONS System Administration Tool Troubleshooting (Continued) (Sheet 2 of 10) Table 7.1: Symptom Probable Cause Corrective Action Chrome Open Chrome. From the More Options menu, click Settings Scroll down and click Advanced. Under Privacy and Security , click Content Settings , and then click Cookies .
Page 144 Firefox to MiVoice and then click Clear Now . Business for ISS following reboot. Restart Firefox and attempt to reconnect to Receive the following the MiVoice Business for ISS. error: If problem persists, switch to Chrome. “Secure Connection Failed” Your certificate...
Page 145 Message, or a Dialog are using to access a administrative activity that the pop-up blocker Fails to Appear MiVoice Business tool software is preventing, you must allow pop-ups has pop-up blocker from the 3300 ICP to your PC. software installed, the...
Page 146 Probable Cause Corrective Action When you connect to You need to install the The MiVoice Business System Tools login page the MiVoice Business trusted Mitel Root CA contains a link to a help topic that provides tools for the first time...
Page 147 Confirm Security Exception . ESM Login page will now display. Download the Mitel Root Certificate and install it by following the remaining steps. Click the Firefox button at the top of the Firefox window and select Options >...
Page 148 Symptom Probable Cause Corrective Action After upgrading to Firefox is blocking the Restart Firefox. MiVoice Business Mitel Root CA certificate. Release Release 7.1, attempts to log in the System Administration tool using FireFox 33+ results in "This connection is untrusted."...
Page 149 YSTEM ANAGEMENT OOLS HAPTER OOLS AND MBEDDED PPLICATIONS System Administration Tool Troubleshooting (Continued) (Sheet 8 of 10) Table 7.1: Symptom Probable Cause Corrective Action System Administration Online help files are not Install online help locally on your PC or remotely Tool Online help is not installed either locally on on a web server...
Page 150 YSTEM ANAGEMENT OOLS HAPTER OOLS AND MBEDDED PPLICATIONS System Administration Tool Troubleshooting (Continued) (Sheet 9 of 10) Table 7.1: Symptom Probable Cause Corrective Action The Export button in a Pop-up blocker is Disable the pop-up blocker in your browser. System Administration enabled, preventing In Windows Explorer, click Tools >...
Page 151 System Administration Tool window. ISDN Maintenance & Administration Tool (IMAT) Receive a “missing Missing required DLL Obtain and install required DLL file. Refer to Mitel DLL file” error while file. Knowledge Base article 05-3849-01044. The loading IMAT software required DLL file is attached to this article.
Page 152: Automatic Call Distribution
Table 7.2: Symptom Probable Cause Corrective Action Calls stay in Queue and are Programming error. Refer to Mitel Knowledge not rerouted to path Base article 06-5163-00009. unavailable point . ACD RAD ports don’t play Programming error. In the SIP peer profile, make for incoming calls on SIP sure that “Suppress Use of...
Page 153 Re-assign DNs so that the IPT. Set display shows the 5560 IPT are on different 5560 and HUD are on the “Login failed due to an ICPs/MiVoice Business same system(s). invalid dn”. systems. If the 5560 IPT is resilient, the 5560 IPT and the hot...
Page 154: Emergency Call E911 Support
Table 7.4: Symptom Probable Cause Corrective Action Emergency calls do not E911 local notification will Refer to Mitel Knowledge trigger E911 local not be activated if an Base article 04-1000-00020 notification. Calls placed on for programming emergency hunt group is not a designated “emergency”...
Page 155: Embedded Voice Mail
MBEDDED OICE HAPTER OOLS AND MBEDDED PPLICATIONS Embedded Voice Mail Embedded Voice Mail (Sheet 1 of 8) Table 7.5: Symptom Probable Cause Corrective Action After upgrading from 8.0, the Obsolete DSP (Quad DSP Replace with a Quad 21161 embedded voice mail fails to 21061) installed.
Page 156 The voice mail system In the event of a critical Contact Mitel Technical resets itself at times. error, the voice mail system Support. resets. A minor alarm is raised after Not enough DSP resources Add more DSP resources.
Page 157 MBEDDED OICE HAPTER OOLS AND MBEDDED PPLICATIONS Embedded Voice Mail (Continued) (Sheet 3 of 8) Table 7.5: Symptom Probable Cause Corrective Action Callers are greeted by a Programming error. See “System Greetings” FAX tone instead of the and/or “RAD Greetings” in company greeting.
Page 158 MBEDDED OICE HAPTER OOLS AND MBEDDED PPLICATIONS Embedded Voice Mail (Continued) (Sheet 4 of 8) Table 7.5: Symptom Probable Cause Corrective Action Unable to add or edit Voice mail server host name The host name of the voice mailboxes. Attempts result in doesn’t match 3300 ICP mail server in the VM an error message, “A Voice...
Page 159 MBEDDED OICE HAPTER OOLS AND MBEDDED PPLICATIONS Embedded Voice Mail (Continued) (Sheet 5 of 8) Table 7.5: Symptom Probable Cause Corrective Action Voice mail integration fails Integration fails if all of the Disable the • COV/ONS/E&M Voice between an SX-2000 and a following conditions are 3300 ICP that is acting as a present:...
Page 160 : Users will need an NOTE audio editing tool to listen to the recovered message. Standard media players (such as those from Micro- soft) cannot play Mitel voice mail messages directly. : Once the message is NOTE deleted from the /vmail/vpim/sent folder, the message is irretrievable.
Page 161 Possible voice mail Reboot the system. the System Administration database corruption. If still issue, then consult Tool, voice mail boxes Mitel Technical Support appear multiple times, or team. groups of voice mail boxes may repeat when changing from page to page.
Page 162: Networked Voice Mail
ETWORKED OICE HAPTER OOLS AND MBEDDED PPLICATIONS Embedded Voice Mail (Continued) (Sheet 8 of 8) Table 7.5: Symptom Probable Cause Corrective Action Embedded voice mail goes The “Load Controllers” Avoid the use of the “Load out of service after “Load command is used to reboot Controllers”...
Page 163 ETWORKED OICE HAPTER OOLS AND MBEDDED PPLICATIONS Troubleshooting Networked Voice Mail (Continued) (Sheet 2 of 3) Table 7.6: Symptom Corrective Action A mailbox number is not recognized when Make sure that the Networked Voice Mail creating or forwarding a voice message. option is enabled on all nodes.
Page 164: Station Message Detail Recording
Station Message Detail Recording Troubleshooting (Sheet 1 of 2) Table 7.7: Symptom Probable Cause Corrective Action IP trunk call unsupervised Refer to Mitel Knowledge Refer to Mitel Knowledge transfer and queued to ACD Base article 06-9999-00002 Base article 06-9999-00002. path reports path extension for possible causes.
Page 165 TATION ESSAGE ETAIL ECORDING HAPTER OOLS AND MBEDDED PPLICATIONS Station Message Detail Recording Troubleshooting (Continued) (Sheet 2 of 2) Table 7.7: Symptom Probable Cause Corrective Action Entering a non-verified Account code entered within Change the “Suppress Initial account code during a call five seconds of call answer.
Page 166: Voice Networking
OICE ETWORKING ROUBLESHOOTING HAPTER OICE ETWORKING Voice Networking Voice Networking Troubleshooting Tips Refer to the Voice Networking book in the System Administration Tool online help for information on • Voice Networking. To view and manage pending (in-progress) SDS distribution updates and update errors, see the SDS •...
Page 167: Multi Node Management
ULTI ANAGEMENT HAPTER OICE ETWORKING Multi Node Management MNM Fault Management Troubleshooting MNM Fault Management Table 8.3: Symptom Possible Cause Corrective Action MNM Fault Management not Too many elements in MNM MNM applications are only functioning. Administrative Group. supported for up to 20 elements in an Administrative group.
Page 168: Mnm Backup And Restore
ULTI ANAGEMENT HAPTER OICE ETWORKING MNM Backup and Restore Troubleshooting MNM Backup and Restore Table 8.4: Symptom Possible Cause Corrective Action MNM Backup and Restore Too many elements in MNM MNM applications are only not functioning. Administrative Group. supported for up to 20 elements in an Administrative group.
Page 169: Mnm Application Reach Through
ULTI ANAGEMENT HAPTER OICE ETWORKING MNM Application Reach Through Troubleshooting MNM Application Reach-Through (Sheet 1 of 2) Table 8.5: Symptom Possible Cause Corrective Action Cannot reach through to Element has pre-MCD Upgrade element to MCD Release an element in the Release 4.0 software 4.0 or later software.
Page 170: Resiliency
SDS. Remote element not Remote element running Upgrade remote element to listed in Show form on incompatible MiVoice MiVoice Business Release 9.0 or field in Mozilla Firefox Business software. switch to Chrome. Resiliency IP Device Resiliency Troubleshooting IP Device Resiliency (Sheet 1 of 8) Table 8.6:...
Page 171 The network may not To learn how to properly cluster a network, go to not fail over to their be clustered or it may https://www.mitel.com/document-center, and refer secondary ICP when have been improperly to Voice Networking -> Configure Network in the their primary fails.
Page 172 ESILIENCY HAPTER OICE ETWORKING Troubleshooting IP Device Resiliency (Continued) (Sheet 3 of 8) Table 8.6: Symptom Possible Cause Corrective Action Hold down both volume keys at the same time, and dial 33284 (“debug”) to display debug options. Press Network, and then press ICP Server IP(s).
Page 173 ICP. Refer to the functioning (no dial affected device(s) on MiVoice Business Resiliency Guidelines for details. tone) after the primary the secondary ICP. ICP goes out of May indicate a Verify the network.
Page 174 ESILIENCY HAPTER OICE ETWORKING Troubleshooting IP Device Resiliency (Continued) (Sheet 5 of 8) Table 8.6: Symptom Possible Cause Corrective Action While on a call at a The call was Program IP trunking on all ICPs. resilient phone, the connected through a primary ICP goes out TDM trunk (for of service and the call...
Page 175 ESILIENCY HAPTER OICE ETWORKING Troubleshooting IP Device Resiliency (Continued) (Sheet 6 of 8) Table 8.6: Symptom Possible Cause Corrective Action After an IP phone Call routing is not set Enter the Locate commands (see Locating Resilient fails over to its up correctly.
Page 176 “Allow Return to Primary ICP” is set to secondary ICP, you “Yes”. hear beeps every 20 The duration of the : Contact Mitel Customer Engineering WARNING seconds, and the Services. Parameters must be changed in the health check is set too...
Page 177: Ip Console Resiliency
Bulletin, “IP Sets may remain in “lost link to server” after an upgrade from were added to allow state after upgrading to Release 4.0", on Mitel 3300 Release 3.x to IP devices to sync to Online. Release 4.0.5.1.
Page 178 ESILIENCY HAPTER OICE ETWORKING Troubleshooting IP Console Resiliency (Continued) (Sheet 2 of 2) Table 8.7: Symptom Possible Cause Corrective Action After an IP phone Call routing and Enter the Locate commands (see Locating fails over to its ARS are incorrectly Devices) on the secondary controller Resilient secondary ICP, you...
Page 179: Voice Mail Resiliency
ESILIENCY HAPTER OICE ETWORKING Voice Mail Resiliency Troubleshooting Voice Mail Resiliency (Sheet 1 of 2) Table 8.8: Voice Mail Type Symptom Possible Cause Corrective Action Embedded After an IP phone A second voice Configure a second fails over to the mailbox has not voice mailbox.
Page 180: T1 E1 Trunk Resiliency
ESILIENCY HAPTER OICE ETWORKING Troubleshooting Voice Mail Resiliency (Continued) (Sheet 2 of 2) Table 8.8: Voice Mail Type Symptom Possible Cause Corrective Action Centralized external After an IP phone A voice mail box Configure a voice fails over to the has not been mailbox for the user.
Page 181 No alarms both controllers, the “Primary both systems. Refer to.the are generated. System Name” is set to the MiVoice Business Resiliency name of the other controller. Guidelines for T1/E1 trunk Both controllers have their own resiliency programming. system name selected as the “Secondary System Name”.
Page 182: System Data Synchronization
Possible Cause Corrective Action Unable to initiate sync following Browser cache contains stale Clear the browser cache. an MiVoice Business software Sys Admin Tool data which is In Internet Explorer: press upgrade/ downgrade. Sync preventing the sync from CTRL+SHIFT+DEL, select button is grayed out.
Page 183 Start Sharing is complete. Refer to Mitel Knowledge Base article HT1862 on Mitel Online for instructions. Cannot start sharing with an SDS is not enabled on the Ensure SDS is enabled in the element remote element.
Page 184 YSTEM YNCHRONIZATION HAPTER OICE ETWORKING Troubleshooting Sharing Operations (Continued) (Sheet 3 of 8) Table 8.10: Symptom Possible Cause Corrective Action Remote element not included in Ensure that the remote (slave) data sharing community. element has been brought into the data sharing community. See “Start Sharing with a New Element”...
Page 185 YSTEM YNCHRONIZATION HAPTER OICE ETWORKING Troubleshooting Sharing Operations (Continued) (Sheet 4 of 8) Table 8.10: Symptom Possible Cause Corrective Action Data not being shared Data sharing status of remote You must start sharing with the element is set to “No”. remote element.
Page 186 YSTEM YNCHRONIZATION HAPTER OICE ETWORKING Troubleshooting Sharing Operations (Continued) (Sheet 5 of 8) Table 8.10: Symptom Possible Cause Corrective Action Data Sharing status for the You restored an old database To resolve this issue: element is not consistent with that had SDS disabled. At the element at which SDS all the other SDS elements in is off (element A).
Page 187 YSTEM YNCHRONIZATION HAPTER OICE ETWORKING Troubleshooting Sharing Operations (Continued) (Sheet 6 of 8) Table 8.10: Symptom Possible Cause Corrective Action The shared data has different Accept the values using the default settings because the Force Change option, or do not system Country variants (set in share this data.
Page 188 YSTEM YNCHRONIZATION HAPTER OICE ETWORKING Troubleshooting Sharing Operations (Continued) (Sheet 7 of 8) Table 8.10: Symptom Possible Cause Corrective Action In the SDS Form Sharing form If you share the SDS Form Upgrade the controller to the of a controller that has pre- Sharing form from a 3300 higher software level.
Page 189: Sync Operations
YSTEM YNCHRONIZATION HAPTER OICE ETWORKING Troubleshooting Sharing Operations (Continued) (Sheet 8 of 8) Table 8.10: Symptom Possible Cause Corrective Action When adding a new element to You attempted to add a Follow the procedure described a migrated network, you receive non-migrated element to the in “Adding an Element to the either of the following error...
Page 190 YSTEM YNCHRONIZATION HAPTER OICE ETWORKING Troubleshooting Sync Operations (Continued) (Sheet 2 of 4) Table 8.11: Symptom Possible Cause Corrective Action Cannot sync from the local The IP addresses assigned Ensure that each element in element to a remote to the elements in the the Network Elements form element.
Page 191 Number form. and the change has been distributed. Sync operation from MCD The previous MiVoice Refer to Mitel Knowledge 4.2 network element to Business software does not Base article HO834 . network elements with recognize the MCD 4.2 DEI previous releases installed (Data Entity of Interest).
Page 192 YSTEM YNCHRONIZATION HAPTER OICE ETWORKING Troubleshooting Sync Operations (Continued) (Sheet 4 of 4) Table 8.11: Symptom Possible Cause Corrective Action After adding a new element The new element contains Access the Network to an SDS network, the form data which requires Elements form on the elements have inconsistent synchronization.
Page 193: Hunt Group Or Ring Group Data Distribution Errors
YSTEM YNCHRONIZATION HAPTER OICE ETWORKING Hunt Group or Ring Group Data Distribution Errors Troubleshooting Hunt Group or Ring Group Data Distribution Errors (Sheet 1 of 2) Table 8.12: Symptom Possible Cause Corrective Action Data distribution alarm Remote (secondary) Install the required software on the is generated.
Page 194 YSTEM YNCHRONIZATION HAPTER OICE ETWORKING Troubleshooting Hunt Group or Ring Group Data Distribution Errors (Continued) (Sheet 2 of Table 8.12: Symptom Possible Cause Corrective Action Data distribution alarm SDS failed to delete the Manually delete the RDN entry for is generated. Data Remote Directory the hunt group or ring group pilot distribution errors...
Page 195: Local Area Network
Maintenance and troubleshooting of your LAN/WAN network is the responsibility of your network • provider. Mitel Technical Support can help you isolate minor network problems; Technical Support will escalate complex network problem to Professional Services, a billable service. Before contacting Mitel...
Page 196: Lan Troubleshooting
LAN T ROUBLESHOOTING HAPTER OCAL ETWORK LAN Troubleshooting LAN Troubleshooting Table 9.1: Symptom Possible Cause Corrective Action Loss of PC network If your PC is connected to the None. Connection is connectivity through IP network through an IP phone, your automatically restored in phone PC network connection is...
Page 197 SING AYER TATISTICS HAPTER OCAL ETWORK The following commands are available to assist in debugging networking issues. Note that for MXe-III and CXi-II controllers, the L2 address must be programmed for these commands to work. The L2 debug information is available using System Administration Tool maintenance commands, or using the Linux shell.
Page 198 SING AYER TATISTICS HAPTER OCAL ETWORK System Administration Tool Maintenance Command L2 STATUS PORT Summary of port information. L2 STATUS PORT <portnum> Detailed port information. These commands are used to show the physical (speed, duplex, flow control) status and Ethernet packet information for the L2 switch ports.
Page 199 SING AYER TATISTICS HAPTER OCAL ETWORK The L2 mirror commands are entered using mcdDebug command. On the Linux shell enter: mcdDebug Enter CTRL-C to exit mcdDebug. For a lot of the mirror commands, enter: Enter mcd command -> xmirrorHelp • The syntax is: –...
Page 200: Crc Fcs And Alignment Errors
SING AYER TATISTICS HAPTER OCAL ETWORK Enter mcd command -> xmirror 0 • port mirroring 2 <- RTC, E2T stopped • IGMP snooping started • Type CTRL-C to exit mcdDebug. CRC FCS and Alignment Errors When a network device transmits a packet, it appends a Cyclical Redundancy Check (CRC) to the end of the frame.
Page 201: Diagnosing Problems
IAGNOSTIC OOLS HAPTER IAGNOSING ROBLEMS Diagnosing Problems Diagnostic Tools The following table lists the tools available to help you diagnose problems on a 3300 ICP system. Diagnostic Tools (Sheet 1 of 5) Table 10.1: Tool Name Function Location Applies to Alarm Details Provides the definition In Maintenance and...
Page 202 Synchronization (in-progress) SDS distribution updates and update errors. Server Manager SOS Collects system-level In View Logs Files form 3300 ICP system Logs logs and diagnostic of Server Manager. information that Mitel Technical Support can use to diagnose problems.
Page 203 These files use these tools. includes xrtc, pstswlog.db, hdrwswlog.db logs, call control statistics and other information that Mitel Technical Support can use to diagnose system problems. Voice Quality Monitors voice quality 3300 ICP system and Monitoring and for selected MiVoice IP NetAlly tool.
Page 204 ICP hardware Indicate status of Back of MXe III power supplies and RAID controller. Mitel System Platform Enables the monitoring Utility that runs on a PC 3300 ICP software Log Viewer of Post software logs and connects to the on an PC.
Page 205: Working With Logs
The MSP Log Viewer provides a way for you to view logs in real time as they are happening and read log files generated by the logging service. The application can connect to any Mitel application/service or component that uses the OtpLogs server with a Report Device.
Page 206: Viewing Logs From An Inactive File
Filtering subscription logs You can filter logs by severity field. Subscribing to an application’s active logs requires that the application be configured to publish its logs using Mitel’s logging service through the report logging device. To filter subscription logs Select Edit > Filters.
Page 207: Filtering Your View
YSTEM ERFORMANCE HAPTER IAGNOSING ROBLEMS Filtering your view In addition to filtering subscription logs, you can filter the view of the logs you have received. Filtering a view works the same way as filtering the subscription logs except that you are filtering logs that you have already received.
Page 208: Using Shell Commands When A System Is Busy
YSTEM ERFORMANCE HAPTER IAGNOSING ROBLEMS SiloShow data is collected once every 2 minutes and added to the siloshow resource file. One file is created per day. Here is a partial example of the MEM file. It contains one of the system partitions and two process partitions, with two memory snapshots.
Page 209 • COMMAND - The name of a process. • A MiVoice Business system has two main processes: Call control - Call control controls the routing of calls. • mcd - The mcd process runs the System Administration Tool and does the routing of voice packets.
Page 210: Phones
HONES HAPTER IAGNOSING ROBLEMS The top utility can be changed to display threads instead of processes running on the system. To toggle between displaying processes versus threads, press capital H. The following is an example of top output showing the top CPU usage threads when an E2T call is up. Phones Diagnosing Phone Problems No Dial Tone Analog Phone...
Page 211 HONES HAPTER IAGNOSING ROBLEMS If there is dial tone then there is a fault in the wiring. – If there is no dial tone then it could be the D-type connector (Amphenol) cable or a fault with the ASU. – Verify the integrity of the Amphenol by changing it out.
Page 212: Viewing Settings And Network Parameters On Ip Phones
IP P IEWING ETTINGS AND ETWORK ARAMETERS ON HONES HAPTER IAGNOSING ROBLEMS Viewing Settings and Network Parameters on IP Phones Use the Configuration (Debug) Menu on IP Phones to view the settings and network parameters on an IP Phone. The procedures to access the configuration menu on Single Mode IP Phones and Dual Mode IP Phones are different.
Page 213: Viewing/Modifying Network Parameters
IP P IEWING ETTINGS AND ETWORK ARAMETERS ON HONES HAPTER IAGNOSING ROBLEMS NETWORK PARAMETERS? appears. – Proceed to Viewing/Modifying Network Parameters, Configuring Hardware Components, Setting the Mode, or Phone Using Tools and Features. Method B (5560 IPT): If the phone is already up and running in dual handset mode: Press and hold the Left or Right key and the Volume Up and Down down keys.
Page 214: Configuring Hardware Components
IP P IEWING ETTINGS AND ETWORK ARAMETERS ON HONES HAPTER IAGNOSING ROBLEMS To view and modify network parameters: Access the Configuration Menu (see Access Configuration Menu on Single Mode IP Phones). At NETWORK PARAMETERS?, press Yes . VIEW CURRENT VALUES? appears. Do one of the following: Press Yes , and then press the Up/Down volume keys to view each setting.
Page 215: Setting The Phone Mode
There is a delay while the phone performs DHCP discovery. The result of the trace displays the following information: Phone and Gateway IP addresses • Subnet mask • WINS, DNS, TFTP, ICP and Video servers • DHCP server and Mitel IDs • Lease • T1 and T2 •...
Page 216 IP P IEWING ETTINGS AND ETWORK ARAMETERS ON HONES HAPTER IAGNOSING ROBLEMS VLAND ID and priority • HTTP proxy • IPA address. • To conduct a DHCP trace on the Dual Mode phone: Access the Configuration Menu (see Access Configuration Menu on Single Mode IP Phones).
Page 217: Ieee 802.1X Authentication For Ip Phones
IEEE 802.1X A IP P UTHENTICATION FOR HONES HAPTER IAGNOSING ROBLEMS To return to the main menu, press Yes at EXIT MENU? – To return to the default display, press Superkey . – IEEE 802.1X Authentication for IP Phones The 5215 Dual Mode, 5220 Dual Mode, 5304, 5312 and 5324 IP Phones support IEEE 802.1X Extensible Authentication Protocol (EAP) -Message Digest 5 (MD5) Challenge authentication protocol.
Page 218: Erasing An Authentication Username And Password
IEEE 802.1X A IP P UTHENTICATION FOR HONES HAPTER IAGNOSING ROBLEMS DTMF Keys for entering Alphanumeric Characters (Continued) (Sheet 2 of 2) Table 10.3: DTMF Key Alphanumeric Characters (in order) ./:@0 Commit entered data By default, the user name and password are entered in upper case letters. However, you can use both upper and lower case.
Page 219: Ip Phone Boot Sequence
IP P HONE EQUENCE HAPTER IAGNOSING ROBLEMS Press Yes. ERASE 8021X DATA? appears in the display. Press No. If currently enabled, you are prompted to disable 8021X. If currently disabled, you are prompted to enable 8021X. Press Yes. Press Yes. The phone erases the data from its flash and then reboots. IP Phone Boot Sequence After you connect an IP Phone to the network, it goes through the following boot sequence (this applies to Release 5.0 and later):...
Page 220 IP P HONE EQUENCE HAPTER IAGNOSING ROBLEMS IP Phone Boot Sequence (Continued) (Sheet 2 of 3) Table 10.4: Boot Sequence Phone Display 7) If the data in the Ack does not contain a VLAN ID and a packet Priority value, the set retains DHCP data, jumps to Step 10. 8) If the data included in the Ack does include a VLAN ID and DHCP: Releasing packet Priority value, the set discards DHCP data and sends an...
Page 221 802.1x Port Access Control. IP Phone Error Handling Displays (Sheet 1 of 2) Table 10.6: Message Description Phone Display : Check the IP Parameters (TFTP address, netmask, gateway address), to make sure that they NOTE are valid, before calling Mitel.
Page 222 This error indicates that you must review the IP xx.xx.xx.xx parameters on the DHCP server or manually TFTPerr: Packet send entered for the phone. Internal TFTP errors - contact Mitel Technical xx.xx.xx.xx Support. TFTPerr: Sock create ------------------------ xx.xx.xx.xx...
Page 223: Checking The Ip Phone Resiliency Progress Display
This error indicates that you must review the IP xx.xx.xx.xx parameters on the DHCP server or manually TFTPerr: Packet send entered for the phone. Internal TFTP errors - contact Mitel Technical xx.xx.xx.xx Support. TFTPerr: Sock create ------------------------ xx.xx.xx.xx...
Page 224: Diagnosing Sip Device Issues
What is the extension of the device having the issue? Gather the following Information Logs (all information is required to properly diagnose issue) Start trace on MiVoice Business using the maintenance command SIP TCPDUMP ALL (on busy – switches, use the option SIP TCPDUMP CCN xxxx, where xxxx is the extension of the device).
Page 225: Dialing From Aastra Sip Dect Handsets
Screen captures of the endpoint configuration information. – List of relative IP addresses such as MiVoice Business, end points, outbound proxies, and so forth. – For registration issues, enter the following SIP Maintenance Commands and collect the response (see...
Page 226 <plid> : The output from these commands may NOTE need to be interpreted by Mitel Software Design. Outgoing or incoming edt trace vdsu namnum Outputs the calling/called number and calling calls rejected name of the call. It also displays...
Page 227: Hardware
3300 ICP This log file must be interpreted by Mitel designers. It is not meant to be interpreted by customers or field technicians.
Page 228 ARDWARE HAPTER IAGNOSING ROBLEMS : E2T statistics accumulate over time and do not clear until the system is reset or the e2tclear NOTE command is entered. Reading the data without knowing when collection was started may be misleading. We recommend that you clear the statistics first (using e2tclear) to set a reference mark and then monitor it at regular intervals.
Page 229 ARDWARE HAPTER IAGNOSING ROBLEMS...
Page 230 ARDWARE HAPTER IAGNOSING ROBLEMS...
Page 231: Diagnosing Dsp Module Related Issues
Example Result of e2tShow command Figure 10.1: Diagnosing DSP Module Related Issues Refer to Mitel Knowledge Base article 05-5107-00004for information on how to diagnose DSP module issues. Use the following maintenance commands to obtain information concerning DSPs: DUMPDSPBOOTINFO - to display DSP resource allocation on the system.
Page 232: Resiliency
ESILIENCY HAPTER IAGNOSING ROBLEMS Complete ARS programming, using unique leading digits and a valid number of digits to follow (exten- sion number length). You should be able to make a call from each Trunk Group back into the switch to a valid extension. Program the Number of Digits to Absorb field, of the ARS Digit Modification Plans form, to strip away the leading digits.
Page 233: Locate Extension
ESILIENCY HAPTER IAGNOSING ROBLEMS Locate Feature • Locate Remote • Locate Extension You issue the Locate Extension command to acquire information about the 3300 ICP of a resilient or non-resilient extension. For resilient devices, the output of the command Provides primary and secondary ICP cluster element index numbers and routing digits •...
Page 234: Locate Feature
ESILIENCY HAPTER IAGNOSING ROBLEMS Locate Extension Information for Resilient and Non-resilient Devices (Continued) (Sheet 2 Table 10.10: Input Output Meaning The number refers to a remote Non-resilient device is remote and located on ICP directory number. with CEID 101 and routing digits 2901 Command Remote DN to CEID 101, was issued on an ICP that is not the device’s routing digits 2901.
Page 235: Locating Resilient Hunt Groups
ESILIENCY HAPTER IAGNOSING ROBLEMS Locate Remote Command Output for Resilient and Non-resilient Devices Table 10.12: Example Input Example Output Meaning locate Remote Directory Number: RDN 3001 is resilient DN, located on primary ICP remote 3001 3001 with CEID 101 and routing digits 2901. Primary Element: CEID 101 - Command was issued on the secondary ICP with Routing Digits: 2901 *...
Page 236 ESILIENCY HAPTER IAGNOSING ROBLEMS Locate Commands for Resilient Hunt Group (Sheet 1 of 2)s Table 10.13: Example Input Example Output Meaning locate hunt group Pilot Number: 4001 Hunt group pilot number 4001 is a resilient 4001 Primary Element: LEID 201 - DN, located on primary ICP with local Routing Digits: 2905 * element identifier (LEID) 201 and routing...
Page 237: Identifying The Status Of A Resilient Device
ESILIENCY HAPTER IAGNOSING ROBLEMS Locate Commands for Resilient Hunt Group (Continued) (Sheet 2 of 2)s Table 10.13: Example Input Example Output Meaning locate feature The number refers to a Hunt Hunt group pilot number 4001 is a resilient extension 4001 Group.
Page 238: Controlling The Failover And Failback Of Resilient Trunks
ONTROLLING THE AILOVER AND AILBACK OF ESILIENT RUNKS HAPTER IAGNOSING ROBLEMS State • Show Faults • Refer to the System Administration Tool online help for instructions on how to use these commands. Controlling the Failover and Failback of Resilient Trunks Use the following commands to control the failover and failback of resilient T1/E1 trunks: EDT Force Failover •...
Page 239: Checking The T1/E1 Combo Mmc Indicators
T1/E1 R HECKING ESILIENCY LARMS HAPTER IAGNOSING ROBLEMS Digital Link Alarms On the primary controller, digital links that are associated with resilient trunks generate alarms if the links are not in a healthy state. On the secondary controller, the digital links for resilient trunks are included in the system total of the “Digital Links”...
Page 240 T1/E1 R HECKING ESILIENCY LARMS HAPTER IAGNOSING ROBLEMS Meaning of T1/E1 Combo MMC Indicators (Continued) (Sheet 2 of 2) Table 10.15: Indicators Meaning Action Signal from the PSTN is Check link with faulty. analyzer. Not programmed. Assign link descriptor. • Link descriptor not Refer to System Tool assigned.
Page 241: Using Logs
HAPTER SING Using Logs Logs Software Logs for System Features Table 11.1: Feature Error Log Possible Cause Corrective Action Malicious Call Trace Not available The network cannot Program destination register the node to support malicious call trace Malicious Call Trace. because Malicious See the System Call Trace is not...
Page 242: Hot Desking Error Logs
ESKING RROR HAPTER SING Hot Desking Error Logs (Sheet 1 of 2) Table 11.2: Feature Error Log Possible Cause Corrective Action Hot Desking INVALID Incorrect feature Ensure the feature access code access code is correct. If the set is on another ICP on a cluster, ensure that the correct access codes for “Hot Desk...
Page 243: Voice Mail System Logs
OICE YSTEM HAPTER SING (Continued) (Sheet 2 of 2) Table 11.2: Feature Error Log Possible Cause Corrective Action INVALID PIN Indicates that the Ensure the hot desk user password is correct. password specified is invalid DENIED: EXT# IN On login, indicates Hot desk phone and the hot desk phone all line appearances...
Page 244 OICE YSTEM HAPTER SING DATE TIME LEVEL MSG#-PORT MESSAGE DATE and TIME indicates when the event occurred. • LEVEL indicates the message category and therefore the level setting required to include such • messages in the output stream. 0 = FATAL (voice mail system shuts down –...
Page 245 OICE YSTEM HAPTER SING (Continued) (Sheet 2 of 17) Table 11.3: Error Number Severity Description Solution/Action 1506 WARNING Message Queue not updated No action required properly from HQ.DAT The message queue file, HQ.DAT, is a backup file in case the system reboots after a message is accepted but before the message is physically delivered to the...
Page 246 OICE YSTEM HAPTER SING (Continued) (Sheet 3 of 17) Table 11.3: Error Number Severity Description Solution/Action 1809 INFO cal_get - Business hours No action required have not been set This is an informational message that appears at reboot if the business hours have not been set by the system administrator.
Page 247 OICE YSTEM HAPTER SING (Continued) (Sheet 4 of 17) Table 11.3: Error Number Severity Description Solution/Action 2218 ERROR Contact service master_set_mailbox_length: master_createmaster.dat file representative. creation failed. 2219 WARNING wakeup_notify_PBX:no No action is required. dextens for mboxNo extension is configured for this mailbox 2229 ERROR...
Page 248 OICE YSTEM HAPTER SING (Continued) (Sheet 5 of 17) Table 11.3: Error Number Severity Description Solution/Action VT_BUSY:v An outdial (page) has resulted in a busy signal. VT_NOAN:v An outdial (page) has resulted in no answer. VT_CONN:v An outdial (page) has resulted in a connection being made and the recipient hears/sees the result of the...
Page 249 OICE YSTEM HAPTER SING (Continued) (Sheet 6 of 17) Table 11.3: Error Number Severity Description Solution/Action 3001 ERROR vtalist:ret= r,total_boxes= tb Contact service The attempt build a list of representative. mailbox records from MASTER.DAT failed. r = reason write failed: -1 = could not open MASTER.DAT -2 = could allocate space...
Page 250 OICE YSTEM HAPTER SING (Continued) (Sheet 7 of 17) Table 11.3: Error Number Severity Description Solution/Action 3213 ERROR Default Language nnn Select a different prompts missing, substituting default language. English The prompts for the configured default language are not installed. English is being substituted.
Page 251 OICE YSTEM HAPTER SING (Continued) (Sheet 8 of 17) Table 11.3: Error Number Severity Description Solution/Action 4316 INFO vtxd40: Voice Mail is No action required. gracefully shutting down This message occurs when Contact is rebooted remotely via the System Administration Tool or the Group Administration Tool.
Page 252 OICE YSTEM HAPTER SING (Continued) (Sheet 9 of 17) Table 11.3: Error Number Severity Description Solution/Action 4326 WARNING vtxd40 - Unable to set Contact your service Parameters representative Dialogic call to setxparm() failed. 4327 INFO vtxd40 - intlevel= irq rc= rc Make sure phone The function startsys() failed.
Page 253 OICE YSTEM HAPTER SING (Continued) (Sheet 10 of 17) Table 11.3: Error Number Severity Description Solution/Action 4350 WARNING vtxd40: Call to vb_get_cpid If vbpclog.dat does not failed give enough vb_get_cpid() is a call to the information, contact VBPC driver that is done your service through a vtgservice call to representative.
Page 254 OICE YSTEM HAPTER SING (Continued) (Sheet 11 of 17) Table 11.3: Error Number Severity Description Solution/Action 4907 ERROR MBox Dir Error fname= n Contact service Code= c representative; the The message file n is not situation does not valid, the reason is indicated recover by itself.
Page 255 OICE YSTEM HAPTER SING (Continued) (Sheet 12 of 17) Table 11.3: Error Number Severity Description Solution/Action 4716 ERROR x_record:prev(.\grp\nnnnnnn This has not been n.nnn) not noted to cause any closed,cur=.\MSG\msgnn.vox other problems, so no This has only been seen with action is required by the current file being a the technician.
Page 256 OICE YSTEM HAPTER SING (Continued) (Sheet 13 of 17) Table 11.3: Error Number Severity Description Solution/Action 4720 ERROR Incorrect File Handle for Contact your service Erase representative. In all cases, a message could not be deleted due to one of the following with respect to the corresponding MSG file: bad file handle...
Page 257 OICE YSTEM HAPTER SING (Continued) (Sheet 14 of 17) Table 11.3: Error Number Severity Description Solution/Action 4729 INFO Msg f for b No action required When a message is left for a mailbox, the name of the file that holds the voice data is logged.
Page 258 OICE YSTEM HAPTER SING (Continued) (Sheet 15 of 17) Table 11.3: Error Number Severity Description Solution/Action 5309 ERROR x_delete_tmsg: read error, Contact your service mbox= mailbox vtx\vtxutil.c representative This function will delete the message file that is referenced in a transaction record of the mailbox MSG file.
Page 259 OICE YSTEM HAPTER SING (Continued) (Sheet 16 of 17) Table 11.3: Error Number Severity Description Solution/Action 6002 INFO Msg f( mm/dd hh:mm) for b deleted A voice message sent to a multiple mailboxes has been deleted from the disk f = filename, mm = month, dd = day, hh = hour, mm = minute, b = mbox # 6003...
Page 260 OICE YSTEM HAPTER SING (Continued) (Sheet 17 of 17) Table 11.3: Error Number Severity Description Solution/Action 6013 WARNING Rename from msg*.vox to No action required. msg*.vox failed May need to restore from and to box 6014 WARNING Rename from nam*.vox to information nam*.vox failed 6015...
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Mitel MiVoice Business Troubleshooting Manual

Introduction

Initial Setup

Hardware

Software

System Features

Trunking

Tools and Embedded Applications

Voice Networking

Local Area Network

Diagnosing Problems

Using Logs

Quick Links

Troubleshooting

Related Manuals for Mitel MiVoice Business

Summary of Contents for Mitel MiVoice Business

Table of Contents