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Mitel MiVoice Business 3300 ICP Troubleshooting Manual

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MiVoice Business
Troubleshooting Guide
Release 9.4 SP1
Document Version 1.0
June 2022

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Summary of Contents for Mitel MiVoice Business 3300 ICP

  • Page 1 MiVoice Business Troubleshooting Guide Release 9.4 SP1 Document Version 1.0 June 2022...
  • Page 2 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. Revisions of this document or new editions of it may be issued to incorporate such changes.

  • Page 3: Table Of Contents

    Contents 1 Introduction................1 1.1 Supporting Documentation................2 1.1.1 Accessing Mitel Documentation..............2 1.2 Resolving Technical Issues................3 1.3 TSN Your Technical Support Network............... 5 1.3.1 What Services are Available..............6 1.3.2 What Products are Supported..............7 1.3.3 Registering for Services................8 1.4 Self Help Solutions.................... 8 1.4.1 Using the Online Service Desk OSD............8...
  • Page 4 4.1 System Software....................108 4.2 Unable to Perform Full Manual Installation of an ICP3300 Controller....114 4.3 Unable to boot the MiVoice Business System on 3300 ICP Controller..117 4.3.1 Recover the system through the Server Manager........118 4.3.2 Recover the System through SSH............118 4.3.3 Recover the System through the Maintenance Port......
  • Page 5 8 Voice Networking..............227 8.1 Bandwidth Management................227 8.2 Clustering....................... 228 8.3 IP Networking....................228 8.4 Multi Node Management................228 8.4.1 MNM Backup and Restore..............229 8.4.2 MNM Application Reach Through............230 8.5 Resiliency....................... 232 8.5.1 IP Console Resiliency................244 8.5.2 Voice Mail Resiliency................245 8.5.3 T1 E1 Trunk Resiliency................
  • Page 6 10.12.1 Locating Resilient Hunt Groups............325 10.12.2 Identifying the Status of a Resilient Device........327 10.12.3 Obtaining the Status of Resilient Trunks.......... 328 10.13 Controlling the Failover and Failback of Resilient Trunks......328 10.14 Identifying the Current ICP................ 328 10.15 Checking T1/E1 Resiliency Alarms............329 11 Using Logs................

  • Page 7: 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: •...

  • Page 8: Supporting Documentation

    This guide references other documents that are available on Document Center. • Accessing Mitel Documentation on page 2 1.1.1 Accessing Mitel Documentation Mitel Product Documentation To access the product documentation: Go to https://www.mitel.com/document-center. Click BUSINESS PHONE SYSTEMS > MIVOICE BUSINESS.

  • Page 9: Resolving Technical Issues

    To access Mitel Product Bulletins: Log on to MiACCESS Portal. In the left pane, click InfoChannel. In the InfoChannel list, select Mitel-Worldwide. In the left pane, click Product Bulletins & Announcements. Mitel Knowledge Base Articles To access Mitel Knowledge Base Article: Log on to MiACCESS Portal.
  • Page 10 Introduction Document Version 1.0 Troubleshooting Guide...

  • Page 11: Tsn Your Technical Support Network

    Introduction 1.3 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 • the Online Service Desk (OSD) allowing you to view and update your Technical Support Tickets •...

  • Page 12: What Services Are Available

    Troubleshooting Articles: Provide troubleshooting procedures to help identify and solve issues. • Known Product Issues: Describe product issues that are known by Mitel and are in the process of being resolved. • Release Notes (RNs): Provide software upgrade procedures, describe...

  • Page 13: What Products Are Supported

    • Replacement of failed (out-of-box) system: If a system fails within the first 72 hours of service it will be replaced by Mitel. Direct requests for replacement of failed systems to Mitel Customer Service Group. Replacements of defective software, complete systems, or three or more components of a system must be authorized by Mitel Technical Support.

  • Page 14: Registering For Services

    Manufactured Discontinued - Unsupported: Telephone support is not available for manufactured discontinued products. Access to all existing technical support bulletins for these products remains available through Mitel Online. 1.3.3 Registering for Services For more information about registering for service, see the TSN Guide.

  • Page 15: Checking For Fixes In Software Patches

    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. The “KPI fixed lists” are Mitel Knowledge Base articles.

  • Page 16: Accessing Product Support

    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 17 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 browser version are installed? Document Version 1.0...
  • Page 18 Introduction Required Information Details Grounding What grounding schemes are being employed for all Mitel equipment? Problem symptoms Detailed description of the problem symptoms. What is the problem? When did the problem first appear? Have you made any changes to the system...
  • Page 19 (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 What type of phones are on the system?
  • Page 20 Are you using T.38 for faxing? Do the fax calls go over any IP connection, IP trunks or SIP? Contact telephone number and e-mail Be prepared to provide the Mitel address Technical Support technician with a telephone number and e-mail address...
  • Page 21 Introduction Table 3: IP Phone Information Question Answer Comment Is there a PC attached to If yes, please have the the IP Phone? Network Interface Card (NIC) settings of the PC ready. It is recommended that NO power saving options and NO flow control options be enabled.
  • Page 22 Do the symptoms improve For controllers, we if the IP phone is set to recommend Access Port. “auto and lock”? Mitel recommends setting “Auto” on phones. In some unique PC/network, the IP phone may require to hard coding or setting to “auto and lock”...
  • Page 23 Introduction Question Answer Comment Do you have the assert Assert value is saved in the information from the debug debug mode and reports (Configuration) menu? the last reason that the phone rebooted. What type of phones are These factors affect system you using (for example performance.

  • Page 24: Making A Support Call

    Login to MiACCESS. Navigate to InfoChannel from the left panel. A new tab is displayed. Select Mitel - Worldwide from the drop-down options. Scroll down and navigate to Services and Support > Support Services > Technical Support. A list of Technical Support documents will be displayed on the screen.

  • Page 25: What Are After-Hours Calls

    Loss of essential services (see Definition of Loss of Essential Services) Note: A Mitel technical support technician will consult their manager if there is a disagreement as to whether a call should be considered an emergency after-hours call. Definition of Essential Environments Document Version 1.0...

  • Page 26: Returning Faulty Hardware

    • Hospitals and facilities dedicated to the relief of sickness and suffering • Emergency response organizations, such as Police, Fire, Ambulance, and Coast Guard • Defense or military installations • Penal institutions • Public utilities such as power or communications facilities Definition of Loss of Essential Services •...

  • Page 27: Initial Setup

    Initial Setup This chapter contains the following sections: • Licensing 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. Table 4: General Controller Setup Troubleshooting Symptom Possible Cause...
  • Page 28 Initial Setup Symptom Possible Cause Corrective Action Unable to establish Controller has not The controller can take up to 15 communication finished starting up. minutes to start up. with controller via maintenance PC PC communication See “Connect to PC” in the “Initial application (for example Setup”...
  • Page 29 Initial Setup Symptom Possible Cause Corrective Action E2T does not come up E2T was hard coded When changing the flag from 0x0 even though the network with an IP address and to 0x40 on E2T, ensure that you settings have been then later changed to blank out ALL IP addresses in the programmed.
  • Page 30 Initial Setup Symptom Possible Cause Corrective Action RTC is set up with a For 9.0 releases, on the Linux shell different virtual LAN enter: mcdDebug vlan_off (vlan). Then log into ESM, System Administration Tool > Lan/WAN Configuration > L2 Switch On this form set VLAN ID to 1.

  • Page 31: Licensing

    DHCP server using the DHCP form in the Server Manager. 2.1 Licensing For general AMC troubleshooting, also see the AMC Troubleshooting Guide. Refer to Mitel Knowledge Base Article HO1318. Table 5: Troubleshooting Licensing and Optioning Symptom Possible Cause Corrective Action...
  • Page 32 Initial Setup Symptom Possible Cause Corrective Action Unable to communicate • Inability to communicate Refer to Mitel Knowledge with the Application with the AMC because Base Article HO1318. Management Center unable to find the AMC (AMC). servers via a DNS lookup.
  • Page 33 Initial Setup Symptom Possible Cause Corrective Action The system is generating One of the following Correct the license “Warning” license violation warning-level license violation event. messages in maintenance violation events has logs and the ESM System occurred: Administration Tool (pop- •...
  • Page 34 Initial Setup Symptom Possible Cause Corrective Action The system is generating The “Minor” level license Correct the license “Major” license violation violation escalation timer violation event. messages in maintenance has expired (7 days after logs, alarms, and the ESM the original event) interface (pop-ups on multiple forms and banner status messages).
  • Page 35 Initial Setup Symptom Possible Cause Corrective Action The system has reached The system is locked when Correct the license “System Lock” license an over-allocation violation violation event. violation level and is is left uncorrected. For this generating a variety of to happen, the “Critical”...
  • Page 36 If the prompt and perform the ping test fails due to following action1a ping the blocking of Echo register.mitel-amc.com1b reply by Firewall, one ping sync.mitel-amc.com should proceed with Step 2. • You must verify DNS is correct. Note:...
  • Page 37 Launch a command prompt If ping test fails, and perform the following actions: • verify if DNS setting is correct. 2a ping register.mitel- amc.com 2b ping sync.mitel- Note: amc.com The ping test may fail due to “Echo Reply” may be blocked by the Decision to go to Step 3? firewall.
  • Page 38 Test Action: further commands for interactive response.For Launch a command prompt telnet to register.mitel- and perform the following amc.comFor Result 3a, actions:3a. To verify AMC confirm that the telnet port for SI access.3b.
  • Page 39 Initial Setup Additional requirement on TIP: ESM cannot be Mxe Server before AMC accessed until SI performs sync. Requirements before the initial license. AMC sync: Adding Local Route is a MUST to allow internal On MSL-server network (within 3300/ manager, add the Atlas) to forward externally.
  • Page 40 • Following the normal process to replace and refer step 4 requirements before AMC sync. Step 6 For regular Mitel Platform – Mxe, Cx If this a new installation/ Login to AMC account to upgrade action verify: • Make sure DNS is •...
  • Page 41 Initial Setup If this is to replace a If failed, confirm Hardware controller action: ID for ARID is correct. If not, clear hardware id from • make sure that SYSID AMC and perform a re- is transferred from old sync. platform to new platform or make sure that you If it is partially failed and all...
  • Page 42 Initial Setup Additional requirement on In the even that service ISS Server Requirements link is partially activated before AMC sync for whatever reason due to network issue or setup issue, it is always a good On MSL-server practice to disable service manager, add the link and clear hardware local network in Local...
  • Page 43 AMC due to network sync. issue. Step 9 Where to collect SI logs? With SI running 10.1.x.x Right-click “Mitel 3300 ICP or higherC:\Documents Software installer” and zip and Settings\LoginUser up all contents and send \Application Data\Mitel\ to Product Support for...
  • Page 44 Initial Setup Figure 2: AMC response on Telnet port 443 (just the cursor when enter key is pressed) Local route (in this example) -10.0.0.0/8 with router 10.37.36.1 is added. In this example, internal 3300 network must be added for the internal 3300/Atlas network to forward out of the local network via 10.37.36.1.
  • Page 45 Figure 4: DNS setting on MSL server manager...

  • Page 46: Hardware

    Hardware This chapter contains the following sections: • Hardware Alarms • Controllers • Embedded Modules • Phones • 5550 IP Console Hardware Troubleshooting Tips • Only change one setting at a time (either a hardware or software setting). • Observe carefully and document all observations (for example, feature programming, call states, time of day, problem symptoms and so forth).

  • Page 47: Hardware Alarms

    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 48 Hardware Alarm Probable Cause Corrective Action RTC is set up with a For 9.0 releases, on the Linux shell different virtual LAN enter: mcdDebug vlan_off Then log into ESM, System Administration (vlan). Tool > Lan/WAN Configuration > L2 Switch. On this form set VLAN ID to 1.
  • Page 49 Hardware Alarm Probable Cause Corrective Action DSP Status A percentage of Use the Show Status DSP DSP resources are maintenance command to identify unavailable. The status of DSPs in the controller. failure of one or more, Install required DSP modules. See but not all, DSPs “Increasing DSP Resources”...
  • Page 50 If the alarm occurs on the primary (MXe III). drive, 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. (In some...
  • Page 51 Hardware Note: Enter the Show Status Redundant maintenance command to identified the failed component. A minor Fan, Power Supply, or RAID alarm in the MXe III means that only one of the components has failed. A major alarm means that more than one component has failed.See the Technician’s Handbook for hardware replacement procedures.

  • Page 52: Controllers

    Hardware 3.2 Controllers MXe III/MXe III-L Controller Table 7: MXe III Controller Troubleshooting Symptom Probable Corrective Action Cause E2T fails to Changing For information and guidance for correcting this initialize. from a hard problem, refer to "Programming E2T via Debug Cable coded E2T or Secure Telnet"...
  • Page 53 Hardware Symptom Probable Corrective Action Cause E2T card Check the Hardware Compute Cards form in the defective. System Administration Tool. If the IP Address for Slot 2 displays “Not Responding”, replace the E2T card. Unable to You are Use port 1 to access the MXe III controller. Then communicate attempting launch the System Administration Tool and program...
  • Page 54 Hardware 3300 ICP Controllers Table 8: 3300 ICP Controllers Troubleshooting Symptom Probable Cause Corrective Action There is The system has 1. In the serial console, press the ENTER key no access entered emergency one or more times until the system displays the to either mode.
  • Page 55 Hardware Symptom Probable Cause Corrective Action same time ls --full-time / | grep sbin suggests If the date and time of the /sbin directory is ahead, then it is most likely the reason that the recovery system has entered the emergency mode. actions: If the date and time are not the issue, proceed The system...
  • Page 56 Hardware Symptom Probable Cause Corrective Action Mon Apr 20 12:19:00 UTC 2020 hwclock -w 3.2 Verify that the commands were successful by running the following command: date; hwclock -r For example: date; hwclock -r Mon Apr 20 12:19:20 UTC 2020 Mon Apr 20 12:19:21 2020 0.000000 seconds 3.3 Reboot the system using the following...
  • Page 57 Hardware Symptom Probable Cause Corrective Action As a result, the startup of some system services times out, causing the system to enter emergency mode.For example, on AX platform you will observe messages such as "Timed out waiting for device dev-sda6.device" and/or "Timed out waiting for device dev- ttyCPM1.device".
  • Page 58 Hardware Symptom Probable Cause Corrective Action Afterrunning thesuggestedcommands,reboot the system usingthefollowingsystemcommand: systemctl reboot reboot If the system now boots fully (or in the case of a fresh install gets you to the EULA screen on the serial port), it means that the issue has been resolved.
  • Page 59 Hardware Symptom Probable Cause Corrective Action The serial • Configuration 1. Ensure that the terminal emulator application port on the issue with the connected to the controller's serial port through 3300 ICP terminal emulator the DB9 serial cable is configured correctly as controller is application.

  • Page 60: Service Units

    Table 9: Service Unit Troubleshooting Symptom Probable Cause Corrective Action Analog Service Unit User can hear clicking Message Waiting voltage Refer to Mitel sound while on a call on an cycling. Knowledge Base article external ASU ONS circuits. 05-4409-00008. Voice calls on ASU have Faulty programming.

  • Page 61: Embedded Modules

    Hardware 3.3 Embedded Modules Table 10: Embedded Module Troubleshooting Hardware Symptom Probable Cause Corrective Action Embedded Embedded Module has failed to Check the programming for the PRI Module initialize because the link descriptor that is assigned Module. fails to link descriptor is not to the embedded PRI (Framer) initialize.
  • Page 62 Hardware Hardware Symptom Probable Cause Corrective Action Note: For E1 only, 90% of E1 service providers in Europe require that you set the “CRC-4-Enabled” option to “Yes”. Please consult with your service providers for proper settings. Note: For DASS/DPNSS (E1), set the “CRC-4 Enabled”...
  • Page 63 Hardware Hardware Symptom Probable Cause Corrective Action Dual After Protocol type not After a digital link has been Framer installing programmed. programmed, you must use the (T1/E1) a Dual ISDN Protocol form to program Module Framer the protocol type. (T1/E) System Configuration >...
  • Page 64 Hardware Hardware Symptom Probable Cause Corrective Action DSP Fails No DSP resources. Remove and re-seat the card. to Boot. No dial tone on analog Reboot. They should be looking devices, embedded at the connectors for bent pins voice mail ports don't etc.

  • Page 65: Phones

    Hardware Hardware Symptom Probable Cause Corrective Action Note: Ensure that the screws are not over tightened! Over tightening of one side can cause the other side of the connector to rise up. Obtain System Diagnostics Reporting output, or at a minimum, the XRTC and PostSoftware logs.
  • Page 66 Hardware Note: IP phone troubleshooting tips also apply to the 5540 IP Console. General Phone Issues Table 11: General Phone Troubleshooting Phone Symptom Probable Cause Corrective Action No calls are Programming error. Check the being received. • programming to make sure the calls are not forwarded or rerouted elsewhere automatically by...
  • Page 67 Hardware Phone Symptom Probable Cause Corrective Action Dial Tone at the Programming in Check the following: set but user is Class of Service or • Establish if the extension unable to make Class of Restriction being used is the one calls forms are preventing assigned to the user.
  • Page 68 Hardware Phone Symptom Probable Cause Corrective Action Calls are being • Trunk Check for a pattern. cut off programming error • Are the calls always • Hardware issue being made to the same • Wiring fault number? • Is it a cellular phone? If it is it is likely to be a cellular issue.
  • Page 69 Hardware Phone Symptom Probable Cause Corrective Action User reports System or set Establish if the calls are that they are programming error always for the same person continually or if they are for different receiving people. incorrect calls. If the calls are always for the same person check the following: •...
  • Page 70 Hardware Phone Symptom Probable Cause Corrective Action Internal caller COS option Camp On To correct does not hear Timer is set to 0. • disable Auto Camp on by busy signal blanking Camp On Timer when calling in COS, or an internal station in busy •...
  • Page 71 Hardware Phone Symptom Probable Cause Corrective Action Phantom calls When a user hangs In the Class of Service are being made up without completing Options form, set the Multiline to the operator. an operation in his or Set On-Hook Dialing option to her voice mail box, “No”.
  • Page 72 Multiple possible No Dial Tone - Analog or Phone causes Phone. Display Display phone Calls which into the Refer to Mitel Knowledge Phones that receives system over ISDN Base article 06-5104-00034. an incoming using 4ESS protocol call transferred do not deliver name...
  • Page 73 Hardware Phone Symptom Probable Cause Corrective Action Faulty wiring or Check the wiring and connection connections Check LED on the IP telephone for network activity. • A green LED on the bottom of the phone indicates a proper connection • A flashing red LED indicates activity (data flow) on the network.
  • Page 74 Hardware Phone Symptom Probable Cause Corrective Action Note: IP sets require a firmware upgrade to support the new DHCP options introduced in 3300 Release 7.0; otherwise, the sets will fail to boot. Such failures can occur, for example, in a resilient cluster of mixed software releases or when sets with old firmware are...
  • Page 75 B will cause it to fail system. and it will be stuck at “lockout” or “PIN in memory”. Network ICMP Network ICMP Refer to Mitel Knowledge Redirect Redirect Packets Base article 08-5157-00024. Packets causing “Exception may cause Errors” in IP “Exception...
  • Page 76 52xx phones: Upgrade request. and ignore them. firmware to 2.5.0.5. IP Phones Dual Mode Dual mode phones Refer to Mitel Knowledge (Dual Mode) phone fails to may fail to boot up for Base article 04-5173-00019. boot up. two different reasons:...

  • Page 77: Issues With Specific Models

    Hardware Phone Symptom Probable Cause Corrective Action SIP Phones Phone fails Set ARS Maximum Dialed to register. Digits for COR 1 is set to a Responds with value equal to or greater than “404 not found” the SP phone DN length. even though SIP extension username/...
  • Page 78 Reboot the controller changed. to make the change effective. SUPERSET Headset issues. Attempting to use an Refer to Mitel 4000, YA, unsupported headset. Knowledge Base article and IP 05-6778-00015 for a Phones listing of supported headsets.
  • Page 79 Option A: Phones WEB BROWSER ERROR # 2 In your DHCP server, program Domain Name Mitel proprietary Service (DNS) Option 135 (Proxy Timeout Server) as String type and enter a Host Name was not socket value in the resolved.
  • Page 80 Option B: Program the MSL server to also be your DHCP server. For information on how to configure the MSL server, refer to the Mitel Standard Linux (MSL) Installation and Maintenance Guide available from Mitel Online Reboot the webset to get the new DHCP option.
  • Page 81 Hardware Phone Symptom Probable Cause Corrective Action 5220 with Any of the following: Unsupported Refer to Mitel 5422 PKM hardware revisions. Knowledge Base article • one way audio 04-3849-00863 for when using the minimum required speakerphone hardware revisions. (microphone will not transmit) •...
  • Page 82 Hardware Phone Symptom Probable Cause Corrective Action A 5215 Dual Phone fails to boot 802.1X port Configure username Mode, 5220 up. Set display authentication is and password on Dual Mode, shows “Port Access enabled in network, IP phone. See 5304, 5312 Control –...
  • Page 83 Disable 802.1X support in the PC if enabled. Ensure RADIUS EAP is “EAP-MD5”. 5330, 5340, Phone loses all The controller address See Mitel Knowledge or 5360 IP application features does not match the Base article sets and labels after the ICP/PBX assignment.
  • Page 84 Hardware Phone Symptom Probable Cause Corrective Action 53xx IP Sets Phones stuck at Misconfiguration issue Reconfigure network DHCP discovery between Layer 2 on the basis of the after upgrade to switch port and DHCP following rule of thumb: MCD 5.0 SP1. server.
  • Page 85 Hardware Phone Symptom Probable Cause Corrective Action In MCD 5.0 SP1, the DHCP option 125 is firmware for 53xx IP configured with VLAN Phones changed to ID of N, and priority of adhere to the industry- standard behavior for Solution: VLAN aware devices as follows: when •...
  • Page 86 VLAN ID of 1 and priority. Solution: Remove VLAN 1 and priority from DHCP option 125. 5310 5310 Conference Side control defective. Refer to Mitel Conference is not working with Knowledge Base article Unit 5220 DPLite (Dual 06-5191-00067. Mode IP phone). The symptoms are...
  • Page 87 Hardware Phone Symptom Probable Cause Corrective Action 5505 SIP The set shows The set is unable Configure Option 6 in Phone a different time to retrieve the the "DHCP Options" than the time configuration file from form with a valid DNS configured on MiVoice Business server’s IP address.

  • Page 88: Ip Phone Power

    Hardware Phone Symptom Probable Cause Corrective Action LDAP Server Port is configured correctly. LDAP Base DN is configured correctly. Username is configured correctly Password is configured correctly. 3.4.2 IP Phone Power Table 13: IP Phone Power Troubleshooting Symptom Probable Corrective Action Cause Power unit is No power at...
  • Page 89 Hardware Symptom Probable Corrective Action Cause Faulty power Verify the following: connections. • Ensure power is applied to the power unit. • Ensure you are not using crossover Ethernet cables. • Ensure that the input Ethernet cable is connected to the Data In port of the power unit. •...
  • Page 90 Hardware Symptom Probable Corrective Action Cause IP device Wiring Verify that the port’s Power Active LED is works, but problem continuously ON. there is no Verify that the connections for the port pair both data link. correspond to the same IP device, and that the Faulty IP port connections are not reversed.
  • Page 91 Hardware Symptom Probable Corrective Action Cause IP device not Discharged Wait 5 to 10 seconds. If the Power Active LED operating, with capacitor in IP turns ON, there was a discharged capacitor in the Power Inactive device IP device. LED ON. Verify that you are not using any crossover cables.

  • Page 92: Ip Phone Registration

    DHCP options 128-133 must be present in the 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 93 Hardware Table 14: IP Phone Registration Troubleshooting Error Message Possible Corrective Action on Display Cause Invalid VLAN ID DHCP Option 43 Identify the location of DHCP server and or 125 on 3300 which DHCP server is assigned the IP Release 7.0 or address for the corresponding subnet (see later systems “Network Configuration Examples”...
  • Page 94 DHCP option Identify the location of DHCP server and set 43 or 125 on to Option 130 as String type with value of 3300 Release “MITEL IP PHONE”. DHCP OFFER X 7.0 or later systems or option 130 (MITEL IP PHONE)
  • Page 95 (3300 Release 7.0 and later) second scope of DHCP server) or that option 130 is programmed as the DHCP server String type with value of “MITEL IP (or on the second PHONE“ (prior to Release 7.0), in the DHCP server). scope of Voice LAN.
  • Page 96 Hardware Error Message Possible Corrective Action on Display Cause (Cont’d) The L2 switch Check the L2 switch and ensure that the port for the port is not shut down. phone interface For a Cisco L2 switch, ensure that this is is shut down or a trunk port with Dot1q encapsulation, and not configured...
  • Page 97 Hardware Error Message Possible Corrective Action on Display Cause TFTP load failure DHCP option 43 Check the DHCP server, and confirm that or 125 on 3300 option 43, 125, or 128 is pointing to the right Release 7.0 or TFTP server. later systems or option 128 for earlier releases...
  • Page 98 Hardware Error Message Possible Corrective Action on Display Cause Your installation Using the Server Manager, enable the internal is using the DHCP server using the DHCP form. controller’s internal DHCP server, but internal; DHCP server is not enabled. Waiting for link DHCP option Check Option 43, 125, or 129 on DHCP to 43 or 125 on...
  • Page 99 There is electrical Verify the power source, and change the interference. location of the power source. Unable to register IP Phone has Refer to Mitel Knowledge Base article IP phones due tried to register 06-9999-00024. to regproc trap. more than...
  • Page 100 Hardware Error Message Possible Corrective Action on Display Cause TFTP Fail The Layer 2 Check the Layer 2 switch and ensure that switch port for the the port is not shut down (see “Network ( Remote phone interface Configuration Examples” in the “Typical IP phone is shut down or Network Configurations”...

  • Page 101: Phone Connection

    Hardware Error Message Possible Corrective Action on Display Cause (Cont’d) Typo in IP Delete and reprogram the static IP address, VLAN address. If there is no VLAN or priority, ID, gateway. leave them as blank. Verify that the gateway IP address is correct.
  • Page 102 Hardware Symptom Possible Cause Corrective Action Cannot make call PBX is sending the dialing Insert a tone plan in the over analog loop trunk digits too fast for Telco's ARS Digit Modification (intermittent problem). receiver on the LOOP Plans for the route used trunk.
  • Page 103 Hardware Symptom Possible Cause Corrective Action Circuit is locked out. Verify the wiring between the phone and the patch panel. Sets take 10-12 seconds ANI/DNIS number delivery Disable the ANI/DNIS to receive incoming calls. trunk option is enabled in number delivery in the Dialing digit conflict.

  • Page 104: Phone Audio Quality

    Hardware Symptom Possible Cause Corrective Action IP to IP calls OK, but not E2T not loaded. Verify that the E2T IP IP to TDM calls (ring back address is programmed heard once, then call correctly. drops). Verify that the E2T IP address is not used elsewhere on the network.
  • Page 105 Hardware Table 16: Audio Quality Troubleshooting Symptom Possible Cause Corrective Action One-way No gateway IP address If E2T gets IP address from DHCP audio between programmed on E2T. server, make sure that Option 03 Remote IP to (Router) is assigned to the scope TDM (VM) with the proper IP address for the subnet.
  • Page 106 Hardware Symptom Possible Cause Corrective Action Physical port error (CRC, Identify the speech path between faulty cable, duplex the two end points, including router, mismatch, HUB). switch WAN in the audio stream. Verify that there is no duplex mismatch in each port settings, or faulty cable, or faulty port.
  • Page 107 Hardware Symptom Possible Cause Corrective Action Broken Audio, Layer 2 Switch ports In the Layer 2 Switch form of intermittent configured incorrectly. the System Administration Tool, configure all L2 ports in the voice path with the same settings. The recommended settings for the “Duplex Mode”...
  • Page 108 Hardware Symptom Possible Cause Corrective Action If echo occurs on calls Identify the path between the two between IP and TDM end points, and verify if Trunk is phones, the Echo Canceller always involved. could be beyond required Check with Telco to see if the trunk specifications.
  • Page 109 Hardware Symptom Possible Cause Corrective Action Echo occurring Layer 2 switch setting Check the L2 switch for duplex between IP problem. mismatch and spanning tree. Phones Turn off spanning tree between the L2 switch and the IP Phone if possible (use the PortFast setting). In the Layer 2 Switch form of the System Administration Tool, configure all L2 ports in the voice...
  • Page 110 Voice quality Cisco IOS is upgraded Refer to Mitel Knowledge Base article issues appear to IOS 12.2(37), MiVoice 08-5191-00104. after a network IP Phones receive...

  • Page 111: 5550 Ip Console

    Hardware Symptom Possible Cause Corrective Action Audio issues Need to have on SIP, ENABLE_TX_CHAN_CONN including Music feature enabled. on Hold. 3.5 5550 IP Console Table 17: 5550 IP Console Problems Troubleshooting Symptoms Probable cause Corrective Action 5550 IP console fails to TKB (keyboard) - does Check DHCP lease to confirm register (red LED is lit...
  • Page 112 Hardware Symptoms Probable cause Corrective Action PC NIC has 802.1Q Disable 802.1Q on PC NIC enabled on Data side while L2 switch is not configured to accept Note: tagged frame on Native VLAN. Only use 802.1Q on PC if PC and TKB are on the same VLAN (e.g 2) which L2 switch accepts tagged frame on the specified VLAN.
  • Page 113 Symptoms Probable cause Corrective Action “Unable to Display 5550 IP Console is Close the 5550 IP Console Page” Error Message running on Windows 98 application and then open when you launch operating system on the Internet Explorer. The 5550 Internet Explorer. IP Console must be run as a standalone application on Windows 98 (that is, with no...

  • Page 114: Software

    • For licensing issues, see Licensing. 4.1 System Software Note: In the event of a system failure, collect the system error logs before contacting Product Support. Refer to Mitel Knowledge Base article 04-1000-00011 for instructions. Document Version 1.0 Troubleshooting Guide...
  • Page 115 Software Table 18: System Software Troubleshooting Symptom Possible Cause Corrective Action Loss of system If you decrease the Perform a Database Restore from a recent database. After IP user or IP device system backup. a scheduled licenses in the License If you reduce the number of IP user reboot of and Option Selection...
  • Page 116 Software Symptom Possible Cause Corrective Action Unable to log Password Displaying the active mimx password in to the EX mismatch.Theminimum Controller Web number of characters Start SSH client. GUI using the Server Manager Log in to the MiVoice Business virtual the mimx accepts for the machine through an SSH session.
  • Page 117 Software Symptom Possible Cause Corrective Action MSP430 flash Some MSP430 Run the following commands: upgrade fails instances require a newer BSL patch to mcdDebug perform flash upgrade sys430UseNewBslPatch=1 mcdDebug sys430UseHighBaudrate=1 mcdDebug Upgrade_430 For the changes to take affect the system must be restarted.
  • Page 118 Software Symptom Possible Cause Corrective Action When you MiVoice Business Wait for the system to boot fully, and the attempt to application has not MiVoice Business application to complete log in as the completed the startup. the startup; this usually takes less than admin user System can unblock 15 minutes from the moment the system...
  • Page 119 Software Symptom Possible Cause Corrective Action Visual Voice User PIN (User and In the System Administration Tool, Mail indicator Services Configuration navigate to the SDS Form Sharing on the MiCollab form > Phone from, select VM Mailboxes, and set client is not Service >...

  • Page 120: Unable To Perform Full Manual Installation Of An Icp3300 Controller

    Software Symptom Possible Cause Corrective Action (Hyper-V) MAC address of the If power is restored to a virtual machine Unable to virtual machine has (Hyper-V) after a prolonged power loss, access the changed. Hyper-V dynamically assigns a new MiVoice MAC address to the virtual machine. Business This prevents access to the System System...
  • Page 121 Software To resolve this issue, perform the following procedure before proceeding to install the ICP3300 Controller manually. Procedure Access 3300 ICP Controller through the maintenance port (see, Maintenance > Access 3300 ICP Controller Through the Maintenance Port in the MiVoice Business Technician's Handbook).
  • Page 122 Software Without resetting the system, run the following command to save U-Boot variables from RAM to FLASH. saveenv If the saveenv command completes, continue to step 8. If your system loses power or resets before the saveenv command completes, all U- Boot environment variables will be reset to their default values after you power on the controller.

  • Page 123: Unable To Boot The Mivoice Business System On 3300 Icp Controller

    Software Software on a 3300 ICP Controller (Manually) in the MiVoice Business Technician's Handbook. If any of the parameters needs to be modified, modify their values as follows: Run the following command to modify the U-Boot configuration file values. run ubootcfg Update the relevant parameter as needed.

  • Page 124: Recover The System Through The Server Manager

    You may collect the journal log file(s) (Administration > View log files ) to send to Mitel Product Support for analysis. Swap the active partition of the controller with its inactive partition (ServiceLink >...

  • Page 125: Recover The System Through The Maintenance Port

    Software 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 initiate swap to the inactive partition: perl -e "use esmith::util::inactive;...
  • Page 126 U-Boot 2015.10 (Oct 25 2018 - 23:03:29 -0400) cxii 1.0.2.3 Reset Status: CPU: e300c1, MPC8360EA, Rev: 2.1 at 396 MHz, CSB: 264 MHz Board: Mitel CX-II, U-Boot 2015.10 (Oct 25 2018 - 23:03:29 -0400) cxii 1.0.2.3 Refresh UBOOTROM Watchdog enabled...

  • Page 127: Password Recovery For 3300 Icp Controller

    Software Run the following command to initiate swap to the inactive partition: perl -e "use esmith::util::inactive; print esmith::util::inactive::swap();" 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 128 Software Open a communication application (for example, PuTTY, TeraTerm, ProCom, or Hyperterminal) and enter the connection parameters as follows: • Connection type: Serial • Port: Select the COM port that you have connected to; for example, COM1. • Bits Per Second: 9600 •...

  • Page 129: Unable To Recover The Mivoice Business System From Active And Inactive Partitions

    Software Type a new password, and retype the new password for confirmation: Enter new UNIX password: Retype new UNIX password: The password should get updated successfully. At the rescue mode prompt, run the following command and then click ENTER to change the admin password: sh-4.3# passwd admin Type a new password, and retype the new password for confirmation:...

  • Page 130: Reset The System Admin Password

    Software Procedure Log in to the Server Manager as admin user. Under Administration -> System users, modify the password for the voiceadmin user. 4.5 Reset the System Admin Password Overview If you are unable to log in to the System Administration Tool as the system user, then you can reset the password for system.

  • Page 131: Backups And Restores

    Backup/restore failure Java version is not Verify that the correct version of (only fail to FTP files correct Java is installed (Mitel supports between PC). Java 1.6.0_1 or later). If another version is installed, Higher version of remove it, re-install the correct Note: Java is installed.
  • Page 132 Software Symptom Possible Cause Corrective Action Incompatible web browser installed. Verify that the correct version of Mozilla Firefox, Google Chrome, or Microsoft Edge is installed. MiVoice Business 9.0 supports Firefox 36.0.4 and above, Chrome 59 and above, and Edge 38 and above. If another version is installed, remove it, re-install the correct version, and reboot the PC.
  • Page 133 Software Symptom Possible Cause Corrective Action FTP server responds with FTP account missing DELE Assign DELETE (in addition to "permission denied" when at TE permission on target dire tempting to write the backup ctory. WRITE) permission to FTP account, file to the target directory. then retry backup.
  • Page 134 Software Symptom Possible Cause Corrective Action You receive the following me The leading digits of the hu In the Hunt Groups form, program the leading dig ssage when you attempt to nt group pilot number are a its of the hunt group pilot number to be greater than restore a database: “RAD g lower number than its RAD its RAD group numbers.
  • Page 135 Software At the root@<system name>:~# prompt, run the following commands: du -hs /vmail/d/vm/grp Sample System Output: 2.7G /vmail/d/vm/grp In this example, the current Voice Mail size is 2.7 GB. Note down this value under the Current Voice Mail Size column. Multiply the current Voice Mail value by 2.

  • Page 136: Migration

    Software Add the Backup File Size and Available Space values. For example, 5.3 GB + 5 GB = 10.3 GB. Note down this value under the Backup File Size + Available Space column. If the 2x Current Voice Mail Size value is greater than the sum of Backup File Size and Available Space values, then you must delete Voice Mail messages before you perform a backup.
  • Page 137 Software Note: You may also follow the reverse migration procedure below to a pre-MiVoice Business 9.0 Release if the 16 GB CF of your AX Controller stopped working / became corrupt during normal operation, and you have the 2 GB/4 GB CF combo that was used at the time of migration of this AX Controller to MiVoice Business Release 9.1 or later.
  • Page 138 Software Run the following commands from the U-Boot command prompt: setenv vxworks_bootfile DEV_RTC8260 setenv vxworks_active_partition 1 fatload ide 0:1 8000000 DEV_RTC8260 If the fatload command succeeds, skip this step. If the fatload command fails, re-run the last two commands with the partition number set to 4: setenv vxworks_active_partition 4 fatload ide 0:4 8000000 DEV_RTC8260 After the fatload completes successfully, run the following commands to boot the...
  • Page 139 Software Guidelines document, first verify that you have indeed copied the E2T8260 file from / sysro to /sysro/tftp directory; if you did, you must access E2T card's serial port to attempt the recovery. Note: In pre-9.0 MiVoice Business releases, to access the E2T card's serial port from the printer port, you must execute the redirectPrinter 3 command from the RTC card's shell first.
  • Page 140 Software TFTP error: '' (1) Not retrying... Could not load E2T8260... In the above example, the E2T card with IP address 10.38.72.231 is attempting to TFTP the file, E2T8260 from the TFTP server 10.38.72.230, and error (1) means "File not found"...

  • Page 141: U-Boot Based E2T Card In Mxe Iii Cannot Boot E2T8260 Image After Reverse Migration

    Software From the E2T card's shell, execute the following commands: setenv updatebootline yes saveenv reset The reset command will trigger the reset of the E2T card. The E2T card should now boot successfully and connect to the RTC Card. 4.7.2 U-Boot based E2T card in MXe III cannot boot E2T8260 Image after Reverse Migration This section applies only to MXe III systems featuring an E2T card with U-Boot as the bootloader.
  • Page 142 Software configuration and boot image; in this case, bootcmd is the only boot parameter that matters on the E2T card. If the bootcmd has value run loade2t_static, then the E2T card was configured to use the static IP configuration; in this case, see Maintenance > Configure U-Boot Networking Parameters of the E2T Card >...
  • Page 143 For an error from the second category, the E2T card downloads the E2T8260 image but encounters difficulty running it. If the E2T card crashes trying to run E2T8260, verify that you have transferred the E2T8260 file in binary mode rather than the default ASCII (that is, if you've used an FTP app to ftp the file to /sysro/tftp).

  • Page 144: System Features

    System Features This chapter contains the following sections: • Features A to B • Features C • Features D to G • Features H to K • Features L to O • Features P to R • Features S to V System Features Troubleshooting Tips If you have programmed a system feature and the feature is not functioning as expected, ensure that:...

  • Page 145: Features A To B

    System Features 5.1 Features A to B Table 20: Troubleshooting Features A to B Feature Symptom Possible Cause Corrective Action Add Held Unable to add a Record-a-Call is Disable Record-a- help call. enabled on the Call feature in the phone. The Record- Class of Service A-Call prompt Options form.
  • Page 146 System Features Feature Symptom Possible Cause Corrective Action Incoming signaling None. Not indicates that the supported. caller’s identity is private. Advice of Charge Not functioning. Attempting to None. Not implement on non- supported in North European site. America. Only supported with the Euro-ISDN (Euro-Standard variant) and Euro-...
  • Page 147 System Features Feature Symptom Possible Cause Corrective Action Not supported Refer to Phone- for set type (for Feature Matrix example, 5560 IPT in System and SpectraLink Administration Tool Wireless handsets online help. do not support Auto Answer). Call received from None.

  • Page 148: Features C

    System Features 5.2 Features C Table 21: Troubleshooting Features Feature Symptom Probable Cause Corrective Action Caller Incoming The Caller ID of the Verify the caller ID for Based Public Switched incoming call does not incoming DID number Routing Telephone match the CRS query. using the following Network commands:...
  • Page 149 System Features Feature Symptom Probable Cause Corrective Action Call Unable to Forwarding station and Ensure that the forwarding Forwarding forward call the destination station station and the destination between two are not allowed to call station are permitted to internal phones. each other.
  • Page 150 System Features Feature Symptom Probable Cause Corrective Action Call forwarding User tried to program Use the Call Forwarding not functioning Call Forwarding using the application to program call Superkey . on a 5330 5340 forwarding on the 5320, or 5360 IP 5330, 5340 and 5360 IP Phone.
  • Page 151 System Features Feature Symptom Probable Cause Corrective Action Unable to place Outgoing prefix is If you have programmed calls to external required to dial the a specific Call History numbers that external number from feature button on the are stored in Call History.
  • Page 152 System Features Feature Symptom Probable Cause Corrective Action Call Pickup Users cannot Class of Service option Set “Call Pickup - - Directed pick up calls “Call Pickup - Directed: Directed: Accept” to “Yes” from a set. Accept” is not set to in the Class of Service of “Yes”.
  • Page 153 System Features Feature Symptom Probable Cause Corrective Action Clear All Feature not “Clear All Features” Ensure that the “Clear all Features. cancelled by code does not cancel Features” code supports code. all features. It will not the cancellation of the set cancel: feature.
  • Page 154 System Features Feature Symptom Probable Cause Corrective Action Conference Unable to split a Split cannot be activated Ensure call conditions Split conference call. from a telephone when: support the Conference Split feature. • the attendant is involved in the conference •...

  • Page 155: Features D To G

    System Features 5.3 Features D to G Table 22: Troubleshooting Features D to G Feature Symptom Probable Cause Corrective Action DID Service Incoming calls Incoming DID Enable CCS Trace troubleshooting number does not and verify that match the CRS incoming DID query.
  • Page 156 System Features Feature Symptom Probable Cause Corrective Action Direct Page Phone user did not Handsfree Only phones with a receive a Direct Answerback is only built-in speaker can Page. available on some receive one. See phones. The Phone -Feature Availability matrix in the System Administration Tool online help for more...
  • Page 157 System Features Feature Symptom Probable Cause Corrective Action One or more IP sets Ensure that none has reset during of the sets that you paging setup. attempted to page are in the process of being reset. DSS/BLF key Cannot program a You are trying to Add the directory DSS/BLF key.
  • Page 158 System Features Feature Symptom Probable Cause Corrective Action In a clustered The Remote Host On the MiVoice environment, Set Directory Business system the button is Number is not listed hosting the not showing the in the Remote Busy monitored person’s status. Lamps form on the extension, navigate MiVoice Business...
  • Page 159 System Features Feature Symptom Probable Cause Corrective Action Feature key Feature key For a feature key See the System programmed on set to function, you Features book but it doesn’t enable must complete in the System the feature. the required Administration programming Tool online...

  • Page 160: Features H To K

    System Features Feature Symptom Probable Cause Corrective Action Groups - Key Incoming call to The 5560 IP None. Not System and Multicall Group Turret cannot be supported. Multicall does not ring a member of a Multicall line key on Multicall group even 5560 IPT.
  • Page 161 System Features Feature Symptom Probable Cause Corrective Action Speaking too Speak at a normal quietly volume towards the microphone. Hold User unable to Users unable to Disable “Record- place DID On-Hold. put DID calls on A-Call - Save hold when the Recording on Hang- COS of the set has up”...

  • Page 162: Features L To O

    System Features 5.5 Features L to O Table 24: Troubleshooting Features L to O Feature Symptom Probable Cause Corrective Action Loudspeaker Unable to Attempting to perform None. Loudspeaker Paging Paging perform Loudspeaker Paging feature is not supported in loudspeaker feature in handsfree handsfree mode.
  • Page 163 System Features Feature Symptom Probable Cause Corrective Action In a After the System Option In a network of PBX network “Superset Callback platforms, where stations are of PBX Message Cancel programmed to have voice platforms, Timer” expires, MWI mailboxes off of a Message where is disabled.
  • Page 164 System Features Feature Symptom Probable Cause Corrective Action Need to have ENABLE_TX_CHAN_CONN feature enabled. Distortion WAV file conversion When extracting a file from a introduced distortion CD (for a example, from your rate. corporate Music on Hold CD) using a “CD ripper” application, choose a sampling rate as close as possible to 8 kHz.

  • Page 165: Features P To R

    System Features Feature Symptom Probable Cause Corrective Action Connection The directory number None. The MCD retries to for IP music (DN) (configured as IP connect to the IP Music Source Source has Music Source) is going every 1 minute. When the failed out of service or not MOH source is successfully...
  • Page 166 System Features Feature Symptom Probable Corrective Action Cause Record a Call Feature not Advanced Voice Purchase and enable available. Mail option Advance Voice Mail not enabled. option. Record-A-Call requires the Advanced Voice Mail purchasable option. Ring Groups Calls to group The directory Program the ring group’s not overflowing...

  • Page 167: Features S To V

    System Features 5.7 Features S to V Table 26: Troubleshooting Features S to V Feature Symptom Probable Corrective Action Cause Telephone After exporting PC settings To launch Excel Directory data to a require Spreadsheets Support Microsoft Excel modification to • Disable the pop-up spreadsheet, allow file to be...
  • Page 168 Feature Symptom Probable Corrective Action Cause Trunk Answer Station user Interconnect Ensure that TAFAS from any Station cannot pick up Restrictions stations have access to incoming call preventing the incoming trunks in the ringing at Night station user Interconnect Restriction Bell directory from accessing Table.

  • Page 169: Trunking

    Trunking This chapter contains the following sections: • Analog Trunks • Digital Trunks • MSDN DPNSS Links • XNET • IP Trunking (IP Networking) • SIP 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.

  • Page 170: Analog Trunks

    Trunking 6.1 Analog Trunks Table 27: Troubleshooting Analog Trunks Symptom Possible Cause Corrective Action System not receiving trunk Analog trunk issues. Examine that the analog calls. trunk is OK by using individual trunk access and testing on the frame. Note: On the EX platform, individual trunk access is not supported...
  • Page 171 Trunking 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 tone.
  • Page 172 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 Use the Line Quality...
  • Page 173 Trunking Symptom Possible Cause Corrective Action Poor audio quality If incoming calls arrive from Use the Line Quality occurring intermittently on trunks that are members Measurement tool in the LS trunks. of a trunk hunt group, an System Administration Tool audio quality problem on to check the settings of a trunk in the group will...

  • Page 174: Digital Trunks

    Trunking 6.2 Digital Trunks Table 28: Digital Trunk Troubleshooting Symptom Probable Cause Corrective Action General Excessive Bit Error Faulty programming. Make sure the system is Rate. programmed the same as the CO, for B8Zs or AMI. Excessive Slips. Faulty programming. Ensure the Network Synchronization form is programmed and the system is...
  • Page 175 DSU connections. Without proper a standard RJ45/T1 shielded pairs, the signal integrity cable. on a T1 trunk is not guaranteed. Refer to Mitel Knowledge Base article 08-5191-00123 for additional details. Document Version 1.0 Troubleshooting Guide...
  • Page 176 Trunking Symptom Probable Cause Corrective Action T1 E&M trunk call Release Link Trunk For normal T1 E&M trunks, set the cannot be transferred (RLT) setting in the RLT field in the Trunk Attributes or put on hold. Trunk Attributes form form to NO.
  • Page 177 CRC-4 setting, you MUST reset the controller to enable the new, or changed, setting. Cannot dial System is connected Refer to Mitel Knowledge Base international numbers to a DMS500 switch article 05-5107-00005. when connected running DMS100 to DMS500 switch...
  • Page 178 Trunking Symptom Probable Cause Corrective Action DID call with number Inbound ISDN calls In the voice mail port's class of in the name portion which present numbers service, set the following: fails to access Auto in the name portion • display ani/isdn calling number Attendant directly.
  • Page 179 ANI missing from the Add “ctcomplete” to the Comment when call is transferred CTCOMPLETE facility field in the ISDN Protocol over Q.SIG from Mitel message in the Q.SIG Assignment form in ESM. (Omit the system to foreign PBX. signaling. quotation marks.) Embedded PRI Document Version 1.0...
  • Page 180 Trunking Symptom Probable Cause Corrective Action Embedded PRI calls Configuration. Verify that embedded PRI is fail and all Status LEDs programmed properly in the on the Dual T1/E1 following forms (see also Program Framer are OFF. Embedded PRI/Q.SIG in the Online Help): •...
  • Page 181 Trunking Symptom Probable Cause Corrective Action Embedded DPNSS Configuration. Ensure that the “Address for links are “not seizable”, Message Control” field in the Green LED is ON Digital Link Descriptors form is set appropriately (“A” or “B” depending on the far end. If the configuration is correct, wait for about one minute until every circuit has finished negotiation with...
  • Page 182 Trunking Symptom Probable Cause Corrective Action Incoming calls fail. Configuration error in Verify in the Trunk Attributes form Trunk forms. that there is an Answer Point set up for non-DID trunks for Day and Night services. For dial-in trunks, verify that the “Dial in Trunks Incoming Digit Modification - Absorb”...
  • Page 183 (This option should not be enabled for normal PRI, only if this link is intended for Q.Sig.). Calls on PRI trunks do Not supported by Refer to Mitel Knowledge Base not present outbound protocol used on the article HT4633 for a list of the name.
  • Page 184 Trunking Symptom Probable Cause Corrective Action QSIG ISO feature not QSIG feature not See Mitel Knowledge Base article functioning. supported. For 06-5191-00064_1 for a list of the unsupported QSIG QSIG features supported on the features, the 3300 will 3300 ICP not act as a transit switch.
  • Page 185 Trunking Symptom Probable Cause Corrective Action Embedded BRI Links Configuration or wiring. Ensure that the ISDN cable is are “not seizable”, plugged into the correct RJ-45 port Status LEDs show on the Quad BRI MMC. Verify that RED alarm. the ISDN cable is correctly wired (straight through for trunk interface, crossover for terminal).

  • Page 186: Msdn Dpnss Links

    Trunking 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. For dial-in trunks, verify that the “Dial-in Trunks Incoming Digit Modification - Absorb”...
  • Page 187 Trunking Symptom Probable Cause Corrective Action Embedded MSDN/ Faulty configuration or wiring. Ensure that the T1/E1 DPNSS links are “not cable is plugged into the seizable” and the red correct RJ-45 port on the LED is ON. T1/E1 MMC. Verify that the T1/E1 cable is correctly wired.
  • Page 188 Trunking Symptom Probable Cause Corrective Action User is unable to make Programming error in Trunk Ensure that the Trunk an MSDN link call. Attributes form. Attributes form is programmed correctly at both ends of the link. Specifically, dial-in trunks must have an entry in the Absorb column.
  • Page 189 Trunking Symptom Probable Cause Corrective Action Incoming calls fail. Faulty configuration of trunk Verify in the Trunk Forms. Attributes form that there is an Answer Point setup for non-DDI trunks for Day and Night services. For dial in trunks, the “Dial In Trunks Incoming Digit Modification –...
  • Page 190 Trunking Symptom Probable Cause Corrective Action Only calls to the central Faulty programming. Ensure the Class Of office fail. Service option of “Public Network Access via DPNSS” is enabled on the extension making the call and the for MSDN trunks. Document Version 1.0 Troubleshooting Guide...

  • Page 191: Xnet

    Trunking 6.4 XNET Table 30: XNET Troubleshooting Symptom Probable Cause Corrective Action Caller reports Errors in the XNET ARS • Ensure that the ARS Leading reorder tone when programming. Digit Assignment and ARS calling to another Digits Dialed Assignment forms system.
  • Page 192 Trunking Symptom Probable Cause Corrective Action • Ensure that the PBX Number field in the IP/XNET Trunk Groups form contains a System number which is programmed correctly on the Local PBX: • The outgoing signaling DID number at the Local PBX must match the correct remote incoming list.
  • Page 193 Trunking Symptom Probable Cause Corrective Action Class of Service (COS) If accessing a PUBLIC trunk over settings XNET, ensure the Trunk COS of the ‘Public Network Access via DPNSS’ is enabled. Insufficient bandwidth to Check the bandwidth settings access the necessary under Voice Network >...
  • Page 194 Trunking Symptom Probable Cause Corrective Action Caller reports busy Insufficient DID numbers Allocate additional DID numbers. tone when calling to allocated in the XNET another system. ICP/PBX Networking form to set up voice channels to another PBX. The Do Not Disturb (DND) The Do Not Disturb (DND) function is turned on.
  • Page 195 Trunking Symptom Probable Cause Corrective Action You cannot make Max Number of VoTDM Complete the Max Number of XNET calls after Calls field in the XNET VoTDM Calls field in the XNET ICP/ a switch has been ICP/PBX Networking form PBX Networking form.

  • Page 196: Ip Trunking (Ip Networking)

    Trunking 6.5 IP Trunking (IP Networking) Table 31: IP Trunk Troubleshooting Symptom Possible Cause Corrective Action IP trunk does not ICMP redirect is On the Linux shell, enter the recover after router enabled. following command to find the crash. redirected route entry: root@mxeiii:~# route -n Kernel IP routing table is displayed.

  • Page 197: Sip Trunking

    Symptom Possible Cause Corrective Action Receive “out of service” Congested trunks at Launch the System tone while dialing remote node. Administration tool on the across IP trunks to a remote element. remote element. Access the XNET ICP/PBX Note: Networking form. Increase Max Number of VOIP This is not a calls.

  • Page 198: Tools And Embedded Applications

    Tools and Embedded Applications This chapter contains the following sections: • Automatic Call Distribution • Hot Desking • Emergency Call E911 Support • Embedded Voice Mail • Networked Voice Mail • Station Message Detail Recording System Management Tools Table 33: System Administration Tool Troubleshooting Symptom Probable Cause Corrective Action...
  • Page 199 Tools and Embedded Applications Symptom Probable Cause Corrective Action Unable to log into System Database restore in Wait for Database Restore operation Administration Tool, Group progress to complete. Administration Tool, Desktop Perform restores outside of business Tools, or Visual Voice Mail hours to minimize impact to users.
  • Page 200 Tools and Embedded Applications 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 . Click the toggle switch next to Blocked .
  • Page 201 Tools and Embedded Applications Symptom Probable Cause Corrective Action The System Administration The controller is Correct the license violation event. Tool displays a license in license violation Examples include: violation message in one mode. • License over allocation or more of the following formats: •...
  • Page 202 Tools and Embedded Applications Symptom Probable Cause Corrective Action System Administration Tool Browser cache Clear Firefox cache: unable to connect through conflict. Mozilla Firefox to MiVoice Select Options > Options. Business for ISS following Click clear your recent history. reboot. Receive the following Under Details , ensure Cache error: is selected, and then click Clear...
  • Page 203 Tools and Embedded Applications Symptom Probable Cause Corrective Action Form fails to load. May be Browser cache Clear the browser cache: accompanied by “Document conflict. In Firefox: press CTRL+SHIFT+DEL, is Empty” error. select Everything for “Time range to clear” and Cache, then click OK. In Chrome: press CTRL+SHIFT +DEL, select the beginning of time next to Clear the following items...
  • Page 204 Root CA certificate topic that provides instructions on from a client PC, you on the client PC. how to download and install the Mitel receive a warning that the If the web server Root Certificate. site is not certified—for...
  • Page 205 Clear the Permanently store this exception check box, and then click 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 206 Servers tab in the Connection Failed” (Error failed to clear the Certificate Manager. code:sec_error_reused_issuer_and_serial). Permanently store Install the Mitel Root CA certificate this exception (see previous Symptom for check box in the instructions). Firefox Certificate Manager on first log in attempt.
  • Page 207 Tools and Embedded Applications Symptom Probable Cause Corrective Action Non-Unique Match The busy command Issue the FORCE command. error when entering was entered and commands via the System has not been Administration tool. completed. The system is waiting for further input (for example, FORCE) before executing the command.
  • Page 208 Tools and Embedded Applications Symptom Probable Cause Corrective Action Copy the /Documentation/Help.zip file from the 3300 ICP software CD-ROM to the web server. Using WinZip, extract the files to a folder on the web server. In the Remote Help Server field of the System Options form, enter the enter the URL to the location of the help files using the following...
  • Page 209 Tools and Embedded Applications Symptom Probable Cause Corrective Action The Export button in a Pop-up blocker is Disable the pop-up blocker in your System Administration tool enabled, preventing browser. form fails to launch the Excel Spreadsheet Microsoft Excel spreadsheet, from opening. In Windows Explorer, click Tools >...
  • Page 210 Tools and Embedded Applications Symptom Probable Cause Corrective Action The Desktop Tool displays The controller is Correct the license violation event. a license violation message in license violation when you log in or out. mode. The Desktop Tool is An over-allocation Correct the license violation event.

  • Page 211: Automatic Call Distribution

    Receive a “missing DLL file” Missing required Obtain and install required DLL error while loading IMAT DLL file. file. Refer to Mitel Knowledge Base software on PC running article 05-3849-01044. The required Windows 98. DLL file is attached to this article.

  • Page 212: Hot Desking

    In the SIP peer profile, for incoming calls on SIP make sure that “Suppress Trunks Use of SDP Inactive Media Streams” is set to NO. Refer to Mitel Knowledge Base article 07-5157-00018 for more information. The “Generic Group Alert” The Generic Group Alert To display the queue key does not work.
  • Page 213 Tools and Embedded Applications Symptom Probable Cause Corrective Action “Phantom” ringing occurs The user profile for a hot To avoid this problem, when an ACD Hot Desk desk agent supports up to choose one device Agent is logged into an 47 programmable keys.

  • Page 214: Emergency Call E911 Support

    Table 36: Emergency Call Support Troubleshooting Symptom Probable Cause Corrective Action Emergency calls do E911 local notification Refer to Mitel Knowledge Base not trigger E911 local will not be activated if an article 04-1000-00020 for notification. Calls emergency hunt group programming instructions.
  • Page 215 MiCollab can call 933 and location is not sent-->933 may not configured on MiCollab user configuration-Location service. Also, MiCollab client emergency location must be configured and Mitel Network helper has to be running. MiCollab cannot dial 933-->Redsky api may not have configured correctly. Hence, test connection from MiCollab.
  • Page 216 Tools and Embedded Applications 7.3.1.2 PSAP Does Not Receive Accurate Information Follow these steps to verify, review, and confirm the configuration in the System Administrator tool when the 911 call works, but the Public Safety Answering Points (PSAP) does not receive accurate location information: Verify the information configured in the NG911 provider's portal (this the customer's/ VAR responsibility) such as: •...
  • Page 217 Tools and Embedded Applications • Validate with the NG911 provider which number(s) they are expecting in the following SIP headers: • PANI Header (information regarding the BSSID - provided by the WiFi Base Stations) • FROM Header (CESID Information) • PAI - P-Asserted-Identity (CESID Information) •...

  • Page 218: Embedded Voice Mail

    Tools and Embedded Applications • MiVB is NOT sending the right information: • Review CESID configuration and refer to the MiVoice Business RAY BAUM'S Act Solution Deployment Guide. for more information Ensure that there are sufficient SIP trunk licenses are available. Refer to the MiVoice Business Red Sky Deployment Guide for more information.
  • Page 219 Tools and Embedded Applications Symptom Probable Cause Corrective Action Notification calls use the Notification phone number Check the notification correct outside lines but the or pager type programmed phone number and pager pager never beeps. incorrectly. type. The date and time that 3300 ICP system clock is Adjust 3300 system date a message was left is...
  • Page 220 System maintenance command to initialize the voice mail application on all ports. 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 Not enough DSP resources Add more DSP resources.
  • Page 221 Tools and Embedded Applications 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. the System Administration Tool online help for programming instructions. Cannot modify voice Voice mailbox length and If the voice mailbox length mailbox settings from the...
  • Page 222 Tools and Embedded Applications Symptom Probable Cause Corrective Action Users suddenly cannot Range programming in While an administrator access Visual Voice Mail. progress. is using range programming in the System Administration Tool to modify the system database, users will be unable to access Visual Voice Mail.
  • Page 223 Tools and Embedded Applications Symptom Probable Cause Corrective Action Embedded RAD does not If a incoming call is Ensure that the answer. blind-transferred to an embedded RAD port is Embedded RAD, the in a RAD Hunt group. embedded RAD will Program the phase timer experience “ring no of RAD hunt group to be...
  • Page 224 Tools and Embedded Applications Symptom Probable Cause Corrective Action Voice mail integration fails Integration fails if all of the • Disable the COV/ONS/ between an SX-2000 and a following conditions are E&M Voice Mail Port 3300 ICP that is acting as a present: option, or voice mail server.
  • Page 225 Users will need an audio editing tool to listen to the recovered message. Standard media players (such as those from Microsoft) cannot play Mitel voice mail messages directly. Note: Once the message is deleted from the / vmail/vpim/sent folder, the message is irretrievable.
  • Page 226 Tools and Embedded Applications Symptom Probable Cause Corrective Action ALL Visual Voice Mail Either Hunt group is not Ensure that the Hunt group users get the following programmed in "Voice is programmed in the Voice response when they try to Mailboxes"...
  • Page 227 Possible voice mail Reboot the system. form of the System database corruption. If still issue, then consult Administration Tool, voice Mitel Technical Support mail boxes appear multiple team. times, or groups of voice mail boxes may repeat when changing from page to page.
  • Page 228 Tools and Embedded Applications 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” command. To Controllers” command the Peripheral Cabinet and/ do this you must physically issued or the DSU.

  • Page 229: Networked Voice Mail

    Tools and Embedded Applications 7.5 Networked Voice Mail Table 38: Troubleshooting Networked Voice Mail Symptom Corrective Action Internal system error when adding voice Ensure that the name of the networked mail boxes. voice mail server matches the system name of controller. A mailbox number is not recognized when Make sure that the Networked Voice creating or forwarding a voice message.
  • Page 230 Tools and Embedded Applications Symptom Corrective Action The voice messages for resilient users If a caller leaves the resilient user a voice are received in their mailboxes on the message while the user's device is on secondary controller while the user the secondary controller, the message devices are on the primary controller.
  • Page 231 Tools and Embedded Applications Symptom Corrective Action You see the following log while you are This log appears if you haven't enabled monitoring the journalctl logs shell on boot Networked Voice mail . Enable by adding entry in VM Network Servers form of local ICP controller.

  • Page 232: Station Message Detail Recording

    7.6 Station Message Detail Recording Table 39: Station Message Detail Recording Troubleshooting Symptom Probable Cause Corrective Action IP trunk call unsupervised Refer to Mitel Refer to Mitel transfer and queued to Knowledge Base article Knowledge Base article ACD path reports path 06-9999-00002 for possible 06-9999-00002.

  • Page 233: Voice Networking

    Voice Networking This chapter contains the following sections: • Bandwidth Management • Clustering • IP Networking • Multi Node Management • Resiliency • System Data Synchronization Voice Networking Troubleshooting Tips • Refer to the Voice Networking book in the System Administration Tool online help for information on Voice Networking.

  • Page 234: Clustering

    Voice Networking 8.2 Clustering Table 41: Troubleshooting Clustering Symptom Possible Cause Corrective Action Unable to place calls PBX Number in the For each system in the between systems via ICP/PBX Assignment cluster, ensure that the IP trunks in a clustered, forms of the systems are system’s PBX Number redirected, or resilient...

  • Page 235: Mnm Backup And Restore

    Voice Networking Symptom Possible Cause Corrective Action MNM Fault Management Enable Fault Management has been disabled. in the Admin Group Fault Management form. • MNM Backup and Restore on page 229 • MNM Application Reach Through on page 230 8.4.1 MNM Backup and Restore Table 43: Troubleshooting MNM Backup and Restore Symptom Possible Cause...

  • Page 236: Mnm Application Reach Through

    Voice Networking Symptom Possible Cause Corrective Action Not enough client sessions Ensure that the FTP server available on FTP server. supports the required number of concurrent client sessions. For example, if the Administrative Group has 10 elements, the FTP server must support a minimum of 10 concurrent client sessions.
  • Page 237 Voice Networking Symptom Possible Cause Corrective Action Form not licensed. License the functionality Some forms, such as associated with the form on the the Fax Service Profiles remote node. form must be licensed on the element before they are available. If a form is licensed on the local element, but not licensed on the remote...

  • Page 238: Resiliency

    Voice Networking Symptom Possible Cause Corrective Action Remote element not Remote element Upgrade remote element to listed in Show form on running incompatible MiVoice Business Release 9.0 or field in Mozilla Firefox MiVoice Business switch to Chrome. software. Application Reach This is due to the Upgrade to the latest version of Through fails from...
  • Page 239 Voice Networking Table 45: Troubleshooting IP Device Resiliency Symptom Possible Corrective Action Cause All resilient Secondary ICP Ensure that the secondary ICP is operating. devices are is not in service. not functioning (no dial tone) IP phones are Enter the Locate commands on the secondary after the primary not provisioned ICP to determine the status of the IP phone.
  • Page 240 Voice Networking Symptom Possible Corrective Action Cause Cluster is not Enter the Locate commands (see Locating programmed Resilient Devices) on the secondary controller correctly. to determine the status of the IP Phone. Refer to Voice Networking -> Configure Network in the System Administration Tool Online Help for procedures on the following tasks: Ensure that the optional software required for...
  • Page 241 Voice Networking Symptom Possible Corrective Action Cause Resilient The network To learn how to properly cluster a network, refer to Configure Network in the System phones do may not be not fail over to clustered or Administration Tool Help. their secondary it may have If you have clustered your network, verify that it ICP when their...
  • Page 242 Voice Networking Symptom Possible Corrective Action Cause For the 53xx phones, and for the 5540 console: Press both volume keys at the same time, release the volume-down key, dial 234 (“CFG”), then release the volume-up key to display configuration options. Press *to select NETWORK PARAMETERS, press * to select VIEW CURRENT VALUES, then press * to select VIEW CURRENT...
  • Page 243 Voice Networking Symptom Possible Corrective Action Cause For the 69xx phones, and the 6970 conference unit: Press the Settings key on the phone to enter the Settings menu Select Status to view current status settings Press the right navigation key to select Network General Info then press the down navigation key to scroll through the values.
  • Page 244 Voice Networking Symptom Possible Corrective Action Cause Resilient The network On a 5020/5010 IP Phone phones do may not be not fail over to clustered or Hold down both volume keys at the same time, their secondary it may have and dial 33284 (“debug”) to display debug ICP when their been improperly...
  • Page 245 Voice Networking Symptom Possible Corrective Action Cause One resilient IP phone is not Enter the Locate commands Resiliency on page phone is not provisioned as 320on the secondary ICP to determine the functioning (no resilient. status of the IP phone.Check that the correct dial tone) after secondary CEID index appears in the Remote its primary ICP...
  • Page 246 Voice Networking Symptom Possible Corrective Action Cause While on a call Network failure Program redundancy into the network layer at are resilient (for example a phone, the Layer 2switch primary ICP that connects goes out of the IP phone to service, and both the primary the call is...
  • Page 247 Voice Networking Symptom Possible Corrective Action Cause After an IP Call routing Enter the Locate commands Resiliency on page phone fails over is not setup 320on the secondary controller to determine to its secondary correctly. the status of the IP Phone. Refer to Voice ICP, you can Networking ->...
  • Page 248 Return to Primary ICP” is set to “Yes” primary. If an the primary ICP. IP phone is on its secondary The duration of WARNING: Contact Mitel Customer ICP, you hear the health check Engineering Services. Parameters must be beeps every is set too long changed in the Controller Registry form.
  • Page 249 Voice Networking Symptom Possible Corrective Action Cause Message Cluster is In the System Administration Tool, ensure waiting indicator configured to that routing digits on inbound and outbound on a resilient absorb routing routes are not being absorbed:– In the Trunk phone continues digits Attributes form, check how many digits...

  • Page 250: Ip Console Resiliency

    Voice Networking 8.5.1 IP Console Resiliency Table 46: Troubleshooting IP Console Resiliency Symptom Possible Cause Corrective Action A resilient IP IP Console is Ensure that the IP console is programmed console is not not programmed for resiliency. Check that the correct functioning (no correctly for secondary CEID index appears in the...

  • Page 251: Voice Mail Resiliency

    Voice Networking Symptom Possible Cause Corrective Action Console fails back Ensure the Console is connected to the to its primary by MiVoice Business. queued calls are lost. 8.5.2 Voice Mail Resiliency Table 47: Troubleshooting Voice Mail Resiliency Voice Mail Type Symptom Possible Cause Corrective Action...

  • Page 252: T1 E1 Trunk Resiliency

    Voice Networking Voice Mail Type Symptom Possible Cause Corrective Action Users Messages are in Instruct user to check indicate mailboxes on both voice mail messages that they the primary and in both of their voice are missing secondary ICPs. mail boxes (user must messages.
  • Page 253 Voice Networking Table 48: Troubleshooting T1/E1 Trunk Resiliency Symptoms Possible Cause Corrective Action Links are connected Users cannot make T1/E1 Reverse the connections. calls through T1/E1 MMC in reverse: You have See “Configuring T1/ modules in the primary or programmed T1/E1 trunk E1 Trunk Resiliency”...

  • Page 254: System Data Synchronization

    Voice Networking Symptoms Possible Cause Corrective Action When the primary Both links are designated Correct the T1/E1 trunk controller is out of service, as secondary controller resiliency programming in the T1/E1 trunks are : In the Digital Link the Digital Link Assignment not transferred to the Assignment forms of both forms of both systems.
  • Page 255 Voice Networking Table 49: Troubleshooting Sharing Operations Symptom Possible Cause Corrective Action Unable to initiate sync Browser cache contains Clear the browser cache. following an MiVoice stale Sys Admin Tool data In Internet Explorer: press Business software which is preventing the CTRL+SHIFT+DEL, upgrade/ downgrade.
  • Page 256 Start Sharing is complete. Refer to Mitel Knowledge Base article HT1862 on Mitel Online for instructions. Cannot start sharing with SDS is not enabled on the Ensure SDS is enabled in an element remote element.
  • Page 257 Voice Networking Symptom Possible Cause Corrective Action Remote element not Ensure that the remote included in data sharing (slave) element has been community. brought into the data sharing community. See “Start Sharing with a New Element” in the System Administration Tool online help for instructions.
  • Page 258 Voice Networking Symptom Possible Cause Corrective Action Shared form icon does After you configure forms not appear beside form as shared, you must log name in System Tool out and log back into the Administration menu. System Administration Tool to see the Shared form icons.
  • Page 259 Voice Networking Symptom Possible Cause Corrective Action Data record exception is Record exception rules are Check to ensure that you not working as expected not entered correctly. have entered exception rules correctly. See “Specifying the Shared Data” in the System Administration Tool online help.
  • Page 260 Voice Networking Symptom Possible Cause Corrective Action You disabled SDS To resolve this issue: while the element was disconnected from the At the element at which network. SDS is off (element A), turn SDS on again. Perform a Sync operation from another SDS element (element B) in the data sharing community with element...
  • Page 261 Voice Networking Symptom Possible Cause Corrective Action The shared data has Accept the values using the different default settings Force Change option, or do because the system not share this data. Country variants (set in the License and Option Selection form) are different on the master and remote elements.
  • Page 262 Voice Networking Symptom Possible Cause Corrective Action In the SDS Form Sharing If you share the SDS Form Upgrade the controller to form, some record Sharing form from a 3300 the higher software level. restrictions appear as “Not Release 7.0 controller to supported in this Release”.
  • Page 263 Voice Networking Symptom Possible Cause Corrective Action Errors show that login A failover occurred Perform a sync operation status for a hot desk user between the time the user from the local element to has been improperly logged in from one device the remote peer.
  • Page 264 Voice Networking Symptom Possible Cause Corrective Action When adding a new You attempted to add a Follow the procedure element to a migrated non-migrated element to described in “Adding an network, you receive the GDM network. Element to the Migrated either of the following Network”...

  • Page 265: Sync Operations

    Voice Networking 8.6.1 Sync Operations Table 50: Troubleshooting Sync Operations Symptom Possible Cause Corrective Action Specified data has not The Start Sharing If you want to synchronize been synchronized after operation does not the shared system form data you complete a Start synchronize all the across the elements, you Sharing operation.
  • Page 266 Voice Networking Symptom Possible Cause Corrective Action Large amounts of data Perform concurrent are being synchronized synchronizations to reduce across many elements. the amount of time required to complete the synchronizations. After a sync operation, The remote element Fix the network issue. Retry large numbers of data did not get the updates the distribution updates.
  • Page 267 Directory Number form. in the network and the change has been distributed. Sync operation from The previous MiVoice Refer to Mitel Knowledge Base MCD 4.2 network Business software does article HO834 . element to network not recognize the MCD elements with previous 4.2 DEI (Data Entity of...

  • Page 268: Hunt Group Or Ring Group Data Distribution Errors

    Voice Networking Symptom Possible Cause Corrective Action When adding a new You attempted to add a element to a migrated non-migrated element to network, you receive the GDM network. either of the following error messages after you initiate the Start Sharing operation: “Synchronization failed.
  • Page 269 Voice Networking Symptom Possible Cause Corrective Action Hunt group or ring To fix this problem, you must group already exists • Delete the hunt group or ring on remote (secondary) group from the secondary controller. When you controller and then retry enable resiliency for the updates from the SDS a group in the Hunt...
  • Page 270 Symptom Possible Cause Corrective Action Hunt group or ring Log into the secondary controller group member does and program the DN of hunt group not exist on (remote) or ring group member into the controller. If you Remote Directory Numbers form. add a member to a Then, log into the primary controller resilient hunt group...

  • Page 271: Local Area Network

    Statistics. • 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 Document Version 1.0...

  • Page 272: Lan Troubleshooting

    Local Area Network billable service. Before contacting Mitel Technical Support with a LAN issue, ensure that you have the following information ready: • network diagram • “route -n” command results • results of PING test between controller and IP Phone •...

  • Page 273: Using Layer 2 Statistics

    Local Area Network Symptom Possible Cause Corrective Action LAN Port 2 does not LAN Port 2 has been disabled for None. However, LAN work for the MXe III-L normal usage on the MXe III-L port 2 can be used controller controller.
  • Page 274 Local Area Network 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 275 Local Area Network 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. Specify 0 for a summary of all ports. For detailed information, specify a specific port number.
  • Page 276 Local Area Network System Administration Tool Maintenance Command L2 STATUS PORT <portnum> MAC Forward table for specific ports. Command Software Version mcdDebug icpL2StatShow 4 mcdDebug L2MACForwardTable 9.1 and higher These commands are used to show the MAC forwarding table in the L2 switch. LAYER 2 Mirror Command (Excluding MXe III-L Controller) The L2 mirror command provides the ability to monitor various Ethernet ports on the L2 switch.
  • Page 277 Local Area Network For a list of the mirror commands, enter: • Enter mcd command -> xmirrorHelp • The syntax is: xmirror “<sniffer_port> <port_mirror1> ...” xmirror 0 (turns off port mirroring) • CXi: The sniffer_port must be between 1 and 17. •...
  • Page 278 Local Area Network To monitor the RTC card and E2T card, enter: • Enter mcd command -> xmirror "2 rtc e2t" • Port mirror is set to “2 rtc e2t” • port mirroring 2 <- RTC stopped • port mirroring 2 <- RTC, E2T started To show the state of the mirroring, enter: •...
  • Page 279 Local Area Network To disable mirroring, enter: Enter mcd command -> xmirror 0 port mirroring 2 <- 1 stopped IGMP snooping started value = 0 = 0x0 Type CTRL-C to exit mcdDebug. LAYER 2 Mirror Command (MXe III-L Controller) The L2 mirror command provides the ability to monitor Ethernet traffic on LAN port 1 of the MXe III-L controller.

  • Page 280: Crc Fcs And Alignment Errors

    Local Area Network MXeIII-L: The sniffer port must be 2 Mirrors LAN port 2 to LAN port 1. xmirrowShow Example To enable mirroring, enter: Enter mcd command -> xmirror “2 1” Mirroring to port 2 value = 0 = 0x0 To display the status of the mirroring, enter: Enter mcd command ->...
  • Page 281 If the data in the packet gets altered between the transmitting device and the receiving device, then the receiving device will detect that the packet has been altered since the CRC will not match the contents of the packet. The result is an CRC error. An FCS error (Frame Check Sequence) is another name for a CRC error.

  • Page 282: Diagnosing Problems

    Diagnosing Problems This chapter contains the following sections: • Working with Logs • System Performance • Phones • Viewing Settings and Network Parameters on IP Phones • IEEE 802.1X Authentication for IP Phones • IP Phone Boot Sequence • Checking the IP Phone Resiliency Progress Display •...
  • Page 283 Diagnosing Problems Table 53: Diagnostic Tools Tool Name Function Location Applies to Alarm Details Provides the definition In Maintenance and 3300 ICP system and location of the Diagnostics form of alarms. the Administration Tool. Refer to the System Alarm Email Sends an email Administration Notification...
  • Page 284 Server Manager Collects system-level In View Logs Files 3300 ICP system SOS Logs logs and diagnostic form of Server information that Mitel Manager. Technical Support can use to diagnose problems. Document Version 1.0 Troubleshooting Guide...
  • Page 285 These files includes to use these tools. 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 Monitoring and for selected MiVoice IP and NetAlly tool.
  • Page 286 ICP hardware Indicate status of power Back of MXe III/ supplies and RAID MXe III-L controller. Mitel System Enables the monitoring Utility that runs on 3300 ICP software Platform Log of Post software logs on a PC and connects Viewer an PC.
  • Page 287 Diagnosing Problems Tool Name Function Location Applies to Phone Allows you to IP phones with Single Mode IP Configuration display. See Access phones • Monitor the phone (Debug) Menu Configuration Menu settings on Single Mode IP Phones for details. • Program a static IP address •...

  • Page 288: 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 289: Viewing Logs From An Inactive File

    10.1.3 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 Document Version 1.0...

  • Page 290: Filtering Your View

    Diagnosing Problems Select Edit > Filters. In the Filter Settings dialog, select the Source tab. In the General filter applied to all sources section, select the severity level of logs you want to see from any log source. To add a source log, click Add and enter the name of the source in the Source Name box.

  • Page 291: System Performance

    Diagnosing Problems Leave the Use Legacy Subscriptions option unchecked and click OK. 10.2 System Performance Diagnosing CPU slowdowns and overloads Tasks such as Ethernet packet processing, voice encryption, and call control affect call processing. To determine how busy the system is at processing calls, the CPU usage of these tasks is calculated.
  • Page 292 Diagnosing Problems Time,Name,Free bytes, Alloc bytes,Fblocks,Ablocks, Avg Fblock, Avg Ablock, Max Fblock, 12/4/9 10:44:23, silo-nodes, 475048,53064, 1,1977, 475948,26,475048 12/4/9 10:44:23, PID 00 - kernel - private,0,0,0,0,0,0,0 12/4/9 10:44:23, PID 00 - kernel - public,81864,136592360,,15,1201,5457,28886,72680 12/4/9 10:44:23, PID 01 - appStartup - private,1304280,6228280,171,5430,7627,1147,1117936 12/4/9 10:44:23, PID 01 - appStartup - public,134896,0,1,0,134896,0,134896 12/4/9 10:54:23, silo-nodes, 475048,53064, 1,1977, 475948,26,475048...

  • Page 293: Using Shell Commands When A System Is Busy

    Diagnosing Problems • Using Shell Commands when a system is busy on page 287 10.2.1 Using Shell Commands when a system is busy MONITORING SYSTEM PERFORMANCE On the Linux shell, enter the following performance commands. To exit the utility, press <CTRL-C>.
  • Page 294 Diagnosing Problems The first 4 lines gives the system resource usage. The stat 81.4 id is percentage of time the CPU is idle. The rest of the rows show information for each process. Three columns are explained below: • % CPU - The percentage of CPU the process is taking. % MEM - The percentage of memory the process is using.

  • Page 295: Phones

    Diagnosing Problems 10.3 Phones Diagnosing Phone Problems No Dial Tone Analog Phone Log into the System Administration Tool and navigate to Maintenance Commands. Establish the Location of the analog set using the Locate Extension maintenance command. Run the State <extension> command. You will get one of the following responses: Idle, Busy, Manbusy, or Locked Out.
  • Page 296 Diagnosing Problems CAUTION: If you change the Amphenol connector this will affect all users who are connected to that ASU. If the Response is Manbusy: • Find out why the circuit was busied out. • Run the RTS <location id> command to return the circuit to service. If the Response is Locked Out: •...

  • Page 297: Viewing Settings And Network Parameters On Ip Phones

    Diagnosing Problems • Is the telephone engaged in a call? • If it is wait for the call to finish and check again for dial tone. • If the telephone is not on a call try resetting the handset. If the response is Manbusy •...
  • Page 298 Diagnosing Problems View details for the following categories. Press the Up/Down volume keys, or softkeys (if available) to navigate the options. • Version info (Main and Boot loads) • Network (IP information, such as the telephone’s IP Address, Subnet Mask, ICP List, DHCP Server Address, TFTP Server Address, Gateway IP (Router) VLAN/ Priority, DSCP) •...
  • Page 299 Diagnosing Problems Release one of the volume keys, and press 234 (CFG) on the selected side. To enter the Configuration menu on the right side while in single handset mode: Press the hot prime key on the right side. Hold down the Volume Up and Down keys Method C: Using Hotkeys, at power up, press and hold the following key combinations.
  • Page 300 Diagnosing Problems • Subnet mask (current and static) • Current controller IP address • TUG1, TUG2, TUG3, and TUG4 IP addresses (current) • TFTP server IP address (current) • VLAN ID and priority (current and static) • DSCP value • IPA IP address (current and static) •...
  • Page 301 SIP or Teleworker Solution (6010). For SIP configuration information, refer to the 5207/5215/5220 IP Phone Installation Guide (56006499, Rev A) packaged with the phone, and to the 5215/5220 IP Phone SIP User Guide available at www.mitel.com. Using Tools and Features •...
  • Page 302 • Phone and Gateway IP addresses • Subnet mask • WINS, DNS, TFTP, ICP and Video servers • DHCP server and Mitel IDs • Lease • T1 and T2 • VLAND ID and priority • HTTP proxy •...
  • Page 303 Diagnosing Problems Press Yes , and then press No until DHCP Trace? appears. Press Yes , and press the Up/Down volume keys to view the results of the DHCP trace. To exit, do one of the following: • When you return to DHCP TRACE?, press No . •...

  • Page 304: Ieee 802.1X Authentication For Ip Phones

    Diagnosing Problems To exit the current menu without a reboot: • To return to the main menu, press Yes at EXIT MENU? • To return to the default display, press Superkey . 10.5 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 305 Diagnosing Problems DTMF Key Alphanumeric Characters (in order) def3 ghi4 jkl5 mno6 pqrs7 tuv8 wxyz9 Backup and edit previous char ./:@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. To change to lower case, press the Volume Down key while entering a letter.
  • Page 306 Diagnosing Problems Erasing an Authentication Username and Password Access the configuration menu on the 5215 Dual Mode, or 5220 Dual Mode IP Phone. Access Configuration Menu on Single Mode IP Phones. From NETWORK PARAMETERS? press No until on the telephone keypad until TOOLS AND FEATURES? appears.

  • Page 307: Ip Phone Boot Sequence

    Diagnosing Problems 10.6 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): Table 56: IP Phone Boot Sequence Boot Sequence Phone Display 1) Waiting for an Ethernet link to be established.
  • Page 308 Diagnosing Problems Boot Sequence Phone Display 4) The internal DHCP server provides one of these Using option 125 options: Using option 43 An external DHCP server provides one of these options: Using option 128+ (where n is the number of the sub-option if encapsulation is used for the option.) --------------------- Using option 125:n...
  • Page 309 Diagnosing Problems Boot Sequence Phone Display 9) The set goes through the Discovery/Offer/ Request/ Ack sequence again.The packets sent are tagged to include VLAN and Priority values supplied by the first DHCP server. 10) The TFTP server downloads the boot image and xx.xx.xx.xx displays the set IP address.
  • Page 310 Diagnosing Problems Boot Sequence Phone Display 14) The set resets and the main load executes. The MAIN 08.04.01.01 display changes to waiting for link. The set requests BOOT 04.02.01.06 registration with the ICP (the first time request requires a PIN registration). The set waits for the ICP to take --------------------- control.
  • Page 311 Diagnosing Problems Table 57: IP Phone Port Access Control Sequence Sequence Phone Display 1) Checking the L2 switch for 802.1x Port Waiting for 802.1x Access Control. authentication 2) With access control, the L2 switch will PORT ACCESS CONTROL ask for user and password (unless the PRESS # TO CONTINUE data is stored in NVRAM).
  • Page 312 Message Description Phone Display Note: Check the IP Parameters (TFTP address, netmask, gateway address), to make sure that they are valid, before calling Mitel. If TFTP fails, usually due to incorrect RTCS creat err <number> TFTP Server or Gateway IP address, BOOTING xx.xx.xx.xx...
  • Page 313 Phone Display Note: Check the IP Parameters (TFTP address, netmask, gateway address), to make sure that they are valid, before calling Mitel. These errors indicate that the Flash was L2 download err not upgraded. The phone will pause for 3 ------------------------- seconds and continue.
  • Page 314 This error indicates that you must review xx.xx.xx.xx the IP parameters on the DHCP server or TFTPerr: Packet send manually entered for the phone. Internal TFTP errors - contact Mitel xx.xx.xx.xx Technical Support. TFTPerr: Sock create ------------------------ xx.xx.xx.xx...

  • Page 315: Checking The Ip Phone Resiliency Progress Display

    Diagnosing Problems Message Description Phone Display Encapsulation is incorrect. Bad 125 subopt end OR Bad 43 subopt 10.7 Checking the IP Phone Resiliency Progress Display A progress bar, consisting of flashing rectangles, is displayed in the upper right corner of the IP Phone display whenever a phone is trying to re-home (except on boot-up) to any ICP controller.

  • Page 316: Diagnosing Sip Device Issues

    Diagnosing Problems Re-home Sequence Resilient Phone Display Resilient waiting for COMMS UI <idle ui line1> (third block flashing) <idle ui line2> Phone connected to secondary ICP <idle ui line1> (solid block) <idle ui line2> 10.8 Diagnosing SIP Device Issues Use the following procedure to diagnose issues with SIP line side devices that are connected to the 3300 ICP system: Identify the symptoms: •...

  • Page 317: Dialing From Aastra Sip Dect Handsets

    Diagnosing Problems 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 318: Trunks

    Diagnosing Problems Click the Dial editor supports digits only check box to enable the parameter. Click OK 10.10 Trunks Diagnosing Digital Trunk Issues The following table lists key maintenance commands that you can use to diagnose issues with digital trunks. Note that the following table does not provide a comprehensive listing of all problems, but it does cover the most commonly encountered problems.
  • Page 319 Use this command in when there are no conjunction with “dtstats read” and “state” calls up) edt show vdsu commands. channel <plid> Note: The output from these commands may need to be interpreted by Mitel Software Design. Document Version 1.0 Troubleshooting Guide...
  • Page 320 <plid> If the problem is not protocol related, turn on the “cp/vb” tracing. edt trace vdsu vb <plid> Note: The output from these commands may need to be interpreted by Mitel Software Design. Document Version 1.0 Troubleshooting Guide...

  • Page 321: 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 322: Reading E2T Card Statistics

    Diagnosing Problems • Diagnosing MSDN DPNSS Link Problems on page 318 • Loopback Testing on Digital Trunks on page 318 10.11.1 Reading E2T Card Statistics When troubleshooting network issues, you can use the e2tshow command to read statistics for E2T (only applies to MXe-III/MXe III-L) cards. Login into Linux shell of the RTC.
  • Page 323 Diagnosing Problems Document Version 1.0 Troubleshooting Guide...

  • Page 324: Diagnosing Dsp Module Related Issues

    Diagnosing Problems 10.11.2 Diagnosing DSP Module Related Issues Refer to Mitel Knowledge Base article 05-5107-00004 for 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 325 Diagnosing Problems Ensure the trunks are the same type. If MSDN will be used, ensure one hybrid is set to A, and the other is set to B. Configure a valid Trunk Descriptor (see the appropriate CO Trunk Circuit Descriptors form).

  • Page 326: Resiliency

    Diagnosing Problems 10.12 Resiliency Locating Resilient Devices Use the following three Locate commands to obtain information for resilient devices. • Locate Extension • 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.
  • Page 327 Diagnosing Problems Table 62: Locate Extension Information for Resilient and Non-resilient Devices Input Output Meaning locate extension IP Device ID: 3 Resilient device located on secondary 1001 ICP. Command was issued on primary Circuit Location: 1 3 1 3 ICP. LEID is the Local Element Identifier.
  • Page 328 Diagnosing Problems Input Output Meaning The number refers Resilient device is remote and located to a remote directory on secondary ICP. Command was number. issued on an “other” lCP. *Indicates the known location of the device. Primary Element: LEID 101 - Routing Digits:2901 Secondary Element: CEID 102 - Routing...
  • Page 329 Diagnosing Problems Table 63: Locate Feature Command Example Example Output Meaning Input locate feature IP Device ID: 3 Resilient device with active Make Busy extension feature is located on secondary ICP. Circuit Location: 1 3 1 3 3 1001 Command was issued on secondary ICP. Extension: 1001 The *indicates the known location of the phone.
  • Page 330 Diagnosing Problems Table 64: Locate Remote Command Output for Resilient and Non-resilient Devices Example Example Output Meaning Input locate Remote Directory Number: RDN 3001 is resilient DN, located on remote 3001 primary ICP with CEID 101 and routing 3001 digits 2901. Primary Element: CEID 101 - Routing Digits: 2901 Command was issued on the secondary...

  • Page 331: Locating Resilient Hunt Groups

    Diagnosing Problems • Obtaining the Status of Resilient Trunks on page 328 10.12.1 Locating Resilient Hunt Groups Use the following maintenance commands to obtain information for resilient hunt groups: • Locate Hunt Group <pilot number> • Locate Feature Hunt Group <pilot number> •...
  • Page 332 Diagnosing Problems Example Example Output Meaning Input locate feature Pilot Number: 4001 Hunt group pilot number 4001 is a hunt group 4001 resilient DN, located on secondary Active Features: Do Not ICP with local element identifier Disturb (LEID) 200 and routing digits 2904. Primary Element: CEID 201 The hunt group’s primary ICP has - Routing Digits: 2905...

  • Page 333: Identifying The Status Of A Resilient Device

    Diagnosing Problems Example Example Output Meaning Input locate feature The number refers to a Hunt Hunt group pilot number 4001 is a extension 4001 Group. resilient DN, located on primary ICP with local element identifier (CEID) Pilot Number: 4001 201 and routing digits 2905. Active Features: The secondary ICP has CEID 200 and routing digits 2904.

  • Page 334: Obtaining The Status Of Resilient Trunks

    Diagnosing Problems Table 66: State XNET ICP Command Output for ICPs with Resilient Calls Input Output for Link Meaning Handle Value state xnet icp 44 0 (zero) ICP 44 is healthy and is currently streaming calls in survival state. 10.12.3 Obtaining the Status of Resilient Trunks Use the following commands to obtain the status of resilient T1/E1 trunks: •...

  • Page 335: Checking T1/E1 Resiliency Alarms

    Diagnosing Problems Press and hold down the volume up and volume down keys. Dial 33284. Release the volume up and volume down keys. Select Network. Select ICP Server IP(s). Select Current ICP Server to display the IP address of the current ICP controller. 10.15 Checking T1/E1 Resiliency Alarms Trunk Alarms If the primary controller is supporting the resilient trunks, the resilient trunks are recorded...
  • Page 336 Diagnosing Problems Typically, the alarm threshold is set such that a minor netsync alarm is generated if a netsync source is unavailable. While the resilient trunks are supported by the primary controller, the resilient trunks on the secondary controller are in a non-seizable state so the netsync source is considered unavailable.
  • Page 337 Diagnosing Problems Indicators Meaning Action Loss of T1/E1 signal. Check link connection. No signal is being Check link with received from the analyzer. PSTN. Signal from the PSTN Check link with is faulty. analyzer. • Not programmed. Assign link descriptor. Link descriptor not Refer to System Tool assigned.
  • Page 338 Indicators Meaning Action Primary controller Investigate reason has failed and for failure of primary support for the link controller. See IP Device has failed over to Resiliency. Check the the T1/E1 MMC link from the PSTN with in this secondary analyzer.

  • Page 339: Using Logs

    Using Logs This chapter contains the following sections: • Hot Desking Error Logs • Voice Mail System Logs Logs Software Logs for System Features Table 69: Feature Error Log Possible Cause Corrective Action Malicious Call Trace Not available The network cannot Program destination register the malicious node to support...

  • Page 340: Hot Desking Error Logs

    Using Logs 11.1 Hot Desking Error Logs Table 70: 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 Login”,...
  • Page 341 Using Logs Feature Error Log Possible Cause Corrective Action Device does not Ensure the “Hot have hot desking Desk Login Accept” enabled field in the phone's COS is set to “Yes” On remote logout, The user's DN must indicates that the be idle (no ringing, user has an active active, or held call)

  • Page 342: Voice Mail System Logs

    Using Logs Feature Error Log Possible Cause Corrective Action FEATURE FAILED In a Ensure a cluster “standalone” (non- element ID is clustered) programmed. See configuration, this Program Nodal error may indicate Hot Desking topic that a Cluster in the System Element ID has not Administration been programmed...
  • Page 343 Using Logs • 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 344 Using Logs Error Severity Description Solution/Action Number 1221 ERROR Error calling VTGSERVICE, Contact service channel=channel representative. Unable to start service function to initiate modem answer tone on port channel. 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...
  • Page 345 Using Logs Error Severity Description Solution/Action Number 1507 ERROR Message Queue file, HQ.DAT, Try rebooting not updated properly the 3300 ICP controller. If this An attempt to write to the does not help, HQ.DAT file failed during the contact service queuing process.
  • Page 346 Using Logs Error Severity Description Solution/Action Number 1812 INFO MASTER.DAT was not open, but the 'close' will be executed. A request was made to close MASTER.DAT, but it was not open in the first place. 2213 ERROR vtsrr_greet: rename ( from, to) Unable to rename error a temporary (new)
  • Page 347 Using Logs Error Severity Description Solution/Action Number 2219 WARNING wakeup_notify_PBX:no dextens No action is for mboxNo extension is required. configured for this mailbox 2229 ERROR failed to remove voxdrv.cfg Log the message in diag.dat and continue. 2230 ERROR Failed to rename voxdrv.tmp Contact service representative.
  • Page 348 Using Logs Error Severity Description Solution/Action Number 2403 INFO VT_RECDONE:v No action required Indicates that a recording has terminated. The value v tells how the termination happened: 2 - A terminating DTMF was detected. 5 - End of data reached (?) 7 - Timed out, rarely happens 10 - Terminated due to silence 12 - Terminated due to loop...
  • Page 349 Using Logs Error Severity Description Solution/Action Number 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.
  • Page 350 Using Logs Error Severity Description Solution/Action Number 3001 ERROR vtalist:ret= r,total_boxes= tb Contact service representative. The attempt build a list of mailbox records from MASTER.DAT failed. r = reason write failed: -1 = could not open MASTER.DAT -2 = could allocate space (malloc) tb = total number of records in MASTER.DAT...
  • Page 351 Using Logs Error Severity Description Solution/Action Number 3210 ERROR MBox size incorrect File=f Check how many messages are There is something wrong with in the mailbox. If the MSG file, f. The most likely OK, see message reason is that it is full and can 4706.
  • Page 352 Using Logs Error Severity Description Solution/Action Number 4312 WARNING vtxd40: Incorrect File Handle for In order to get Record back up and running so that The file handle passed into messages can Record_Msg_Enter() is invalid. be left, reboot That is, it is less than 5 or the system.
  • Page 353 Using Logs Error Severity Description Solution/Action Number 4320 INFO stopch() issued No action required Indicates port is being stopped as part of application shutdown. 4321 INFO T_STOP received Indicates port is being stopped as part of application shutdown. 4323 ERROR vtxd40: Event Error Code=error Contact service representative...
  • Page 354 Using Logs Error Severity Description Solution/Action Number 4327 INFO vtxd40 - intlevel= irq rc= rc Make sure phone system The function startsys() failed. is up. If problem This is because there is persists, contact something wrong with the VBPC your service interface.
  • Page 355 Using Logs Error Severity Description Solution/Action Number 4342 WARNING vtxd40: action=action rc= rc Contact your service Error occurred while trying to representative, play a file. noting the action and rc values. 4350 WARNING vtxd40: Call to vb_get_cpid If vbpclog.dat does failed not give enough information,...
  • Page 356 Using Logs Error Severity Description Solution/Action Number 4706 ERROR Mbox size Error ret= ret Make sure the mailbox is not full. Mbox size Error ret= ret 4707 If not full, try 4708 x_size_folders:Error ret= ret , renaming the MSG tag= tag file.
  • Page 357 Using Logs Error Severity Description Solution/Action Number 4711 ERROR Corrupt MBox handle= handle If the return code msg_no= msg_no ret= ret is -3 or -4, contact your service Playing a message failed. The representative. reason is dictated by the return code ret .
  • Page 358 Using Logs Error Severity Description Solution/Action Number 4716 ERROR x_record:prev(.\grp This has not been \nnnnnnnn.nnn) not closed,cur=. noted to cause any \MSG\msgnn.vox other problems, so no action is This has only been seen with required by the current file being a mailbox file (msgnn.vox).
  • Page 359 Using Logs Error Severity Description Solution/Action Number 4719 Error x_erase(%d,%d) returning %d: Contact Failed to mark message as your service erased representative. 4720 ERROR Incorrect File Handle for Erase Contact your service In all cases, a message could representative. not be deleted due to one of the following with respect to the corresponding MSG file: •...
  • Page 360 Using Logs Error Severity Description Solution/Action Number 4723 ERROR x_keep(handle,msg_no,function) If isolated incident, returning ret no action required. If it continues with This error is displayed if only the same something goes wrong with mailboxes, saving a message after it has been listened to.
  • Page 361 Using Logs Error Severity Description Solution/Action Number 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. f - file name b - mailbox receiving message 4900 INFO...
  • Page 362 Using Logs Error Severity Description Solution/Action Number -8 This means there was something wrong with the mailbox file. The rc value in the error message will give you further details on what was wrong. Below is a list of the possible values for rc and what they mean: -1,-2,-3 The msgnn.vox file...
  • Page 363 Using Logs Error Severity Description Solution/Action Number 5310 ERROR vtbox_full(Box_Num=b )=r , The user must tot_msgs= tm , box_msgs= am delete some messages before fh= fh , f_size=fs , rc= rc , s/c= new ones can be left. Every time a message or memo is left for a mailbox, we first check to make sure there is room for the message/memo in...
  • Page 364 Using Logs Error Severity Description Solution/Action Number 6003 INFO Msg f( mm/dd hh:mm) for b is old.This will be deleted during nightly cleanup 6005 INFO Msg f( mm/dd hh:mm) for b No action required deleted A voice message was erased by the mailbox owner.
  • Page 365 Error Severity Description Solution/Action Number 6013 WARNING Rename from msg*.vox to No action required. msg*.vox failed May need to restore from and to box information 6014 WARNING Rename from nam*.vox to nam*.vox failed 6015 WARNING Rename from int\int*.vox to int \int*.vox failed 6016 WARNING...
  • Page 366 Copyright 2022, Mitel Networks Corporation. All Rights Reserved. The Mitel word and logo are trademarks of mitel.com Mitel Networks Corporation, including itself and subsidiaries and authorized entities. Any reference to third party trademarks are for reference only and Mitel makes no representation of ownership of these marks.

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