Page 1 Mitel MiVoice Business TROUBLESHOOTING GUIDE Release 8.0 SP1...
Page 2 The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes.
Page 3: Table Of Contents
Accessing Mitel OnLine ............3 Access Mitel Customer Documentation Site for the Latest Documentation ....3 Resolving Technical Issues .
Page 4 Troubleshooting Guide Chapter 3: Hardware Hardware Troubleshooting Tips ..........35 Hardware Alarms .
Page 5 Table of Contents Features H to K............. . 105 Features L to O.
Page 6 Troubleshooting Guide Multi-Node Management............154 MNM Fault Management .
Page 7 Table of Contents Show Status Resource ........... . 192 Resource History Files .
Page 8 Troubleshooting Guide Locating Resilient Hunt Groups ..........223 Identifying the Status of a Resilient Device .
Page 9 Chapter 1 INTRODUCTION...
Page 10 Troubleshooting Guide...
Page 11: About This Guide
SUPPORTING DOCUMENTATION This guide references other documents that are available on Mitel Online and on the Mitel Customer Documentation web site. ACCESSING MITEL ONLINE To access Mitel OnLine 1.
Page 12 2. Click Support and then click Product Documentation. 3. Bookmark this URL. 4. If you select a technical document from the Mitel Customer Documentation site, you will be prompted for your Mitel OnLine username and password. Enter your username and password and click Login.
Page 13: Resolving Technical Issues
Introduction RESOLVING TECHNICAL ISSUES Use the following flowchart to resolve technical issues: Start Ask a technician in your Are you organization who is certified certified on the on the product and release product and to resolve the problem. release? Checked Refer to the “Check System”...
Page 14 Troubleshooting Guide it a Check Mitel Online to determine known if a software update is available problem with that remedies the problem. See an existing “Checking for Fixes in Software fix? Patches” on page 13. Go to http://edocs.mitel.com Have you checked Installation - See Technician’s...
Page 15 Introduction Before you call Mitel technical there support, ensure that the other non-Mitel problem isn’t being caused by components another manufacturer’s involved? equipment. Access the Online Services Do you Desk to determine if you have have technical credits. See “Checking for Fixes consultation credits in Software Patches”...
Page 16: Tsn: Your Technical Support Network
Software Support Technician Solutions Design Resolution TSN: YOUR TECHNICAL SUPPORT NETWORK The Mitel Technical Support Network (TSN) provides authorized channel partners with the following services: • access through the Mitel OnLine website to up-to-date customer documentation the Mitel Knowledge Base...
Page 17: Registering For Services
Phone: 613-592-2122 extension 5140 E-mail: tsn@mitel.com 4. Instruct your staff to obtain a Mitel OnLine username and password by submitting a request online. All requests are confirmed with the designated channel partner. After a request is confirmed, a username and password is e-mailed to the individual.
Page 18: What Services Are Available
Mitel OnLine, click Technical, and then click Register/Cancel Email Notifications. • Password Resets: if you lose your password or if your password is not available, Mitel can attempt to reset it for you. Password resets are chargeable and are subject to approval of our legal counsel.
Page 19: 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 20: Summary Of Service Charges
Troubleshooting guides will be posted in the Knowledge Base. Access to the Knowledge Base is given with access to MOL. To access the Knowledge Base: 1. Log into Mitel OnLine. 2. From Mitel OnLine, click Technical and then click Knowledge Base. 3. Select the product name (for example, 3300 Integrated Communications Platform).
Page 21: Using The Online Service Desk (Osd)
4. Choose your channel partner location. 5. View your open and closed tickets. 6. Update your open tickets with any new information and the Mitel technical support specialist will be notified of your updates by e-mail. Note: Online Service Desk (OSD) response time is three business days. The OSD should not be used to obtain emergency support services.
Page 22: Fixed In Previous Software Patch
1. Log into Mitel OnLine. 2. From Mitel OnLine, click Technical, and then click Knowledge Base. 3. Select the product name (for example, 3300 Integrated Communications Platform). 4. Set the Article Type to Release Notes (RN) and then click Start Search.
Page 23: Accessing Product Support
1. Are you certified on the product in question? 2. Have you searched the tables in this Troubleshooting Guide for a solution? 3. Have you checked the Mitel Customer Documentation site, Knowledge Base and training materials for a solution to the issue? 4.
Page 24 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...
Page 25 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 Technical Support technician with a address telephone number and e-mail address so that the technician can contact you or provide your contact number to other support specialists.
Page 26 Do the symptoms improve if the IP phone is set For controllers, we recommend Access Port. to “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 27: Making A Support Call
1-613-592-2122. If you are in any other region, contact your local regional support service. For regional contact information, follow the “Contact Us” link at Mitel.com. 4. Describe the nature of the problem to the technician. 5. Record your problem ticket information.
Page 28: What Are After-Hours Calls
Loss of essential services (see “Definition of Loss of Essential Services” on page 20) 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.
Page 29: Returning Faulty Hardware
Introduction RETURNING FAULTY HARDWARE Any Field Replaceable Unit (FRU) that is found to be faulty must be returned with a repair tag containing the following information:  The date the device is returned  The site where the unit was installed ...
Page 30 Troubleshooting Guide...
Page 31: Chapter 2 Initial Setup
Chapter 2 INITIAL SETUP...
Page 32 Troubleshooting Guide...
Page 33: Initial Setup Troubleshooting Tips
Initial Setup INITIAL SETUP TROUBLESHOOTING TIPS  Refer to the Technician's Handbook for instructions on how to install and set up a 3300 ICP controller.  For hardware related issues, also see See “Controllers” on page 39. ALL CONTROLLERS Table 4: General Controller Setup Troubleshooting SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION...
Page 34 From the RTC shell, remove the vlan using virtual LAN (vlan). the cv command: When adding subnets to the Number of available subnets Refer to Mitel Knowledge Base article internal DHCP server you exceeded. 06-5157-00008 for details. receive the error message “No more room for records”.
Page 35 POSSIBLE CAUSE CORRECTIVE ACTION After installing 80 GB SATA 80 GB SATA hard drive for CX II Refer to Mitel Knowledge Base article hard drive with pre-loaded or CX(i) II which is pre-loaded in 10-5191-00192. software of 10.1.2.16 for CX II...
Page 36: Mxe Server Setup
MSL. Unable to access system from Tools reside on different network. Add the network through the Server MiVoice Business Software Manager. Under Security, click Local Installer or other tools such as Networks and add the Network IP...
Page 37: Licensing
Initial Setup LICENSING For general AMC troubleshooting, also see the AMC Troubleshooting Guide.Refer to Mitel Knowledge Base Article 11-5191-00211. Table 6: Troubleshooting Licensing and Optioning SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION License and Option Selection The System ID or i-Button has Install the SysID module or i-Button.
Page 38 Troubleshooting Guide Table 6: Troubleshooting Licensing and Optioning SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION The system is generating One of the following Correct the license violation event. “Warning” license violation warning-level license violation messages in maintenance logs events has occurred: and the ESM System •...
Page 39 Initial Setup Table 6: Troubleshooting Licensing and Optioning SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION The system has reached “System The system is locked when an Correct the license violation event. Lock” license violation level and is over-allocation violation is left generating a variety of error uncorrected.
Page 40 Troubleshooting Guide...
Page 41: Chapter 3 Hardware
Chapter 3 HARDWARE...
Page 42 Troubleshooting Guide...
Page 43: Hardware Troubleshooting Tips
In the System Administration Tool use the following Maintenance and Diagnostic forms: 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.
Page 44: Hardware Alarms
Troubleshooting Guide HARDWARE ALARMS Table 7: Hardware Alarms Troubleshooting ALARM PROBABLE CAUSE CORRECTIVE ACTION ICP Comms E2T card has no IP address. If you are using the controller’s internal DHCP server for the E2T: ensure you assigned a static IP address to the E2T using the correct MAC address (see “Configure the Layer 2 Switch”...
Page 45 Hard disk has a fault (MXe/MXe If the alarm occurs on the primary drive, replace the Server). hard disk (see Note below). Refer to Mitel Knowledge Base article 06-2806-00012 and KB11-5191-00213. If the alarm occurs on the secondary drive, check the primary drive for faults.
Page 46 Troubleshooting Guide Table 7: Hardware Alarms Troubleshooting ALARM PROBABLE CAUSE CORRECTIVE ACTION Receivers An active DTMF receiver circuits on the Replace Peripheral Switch Controller. active Peripheral Switch Matrix card has a fault. By default all 3300 ICPs are assigned three DTMF receivers, each having 16 circuits for a total of 48 circuits.
Page 47: Controllers
Layer 2 IP address is not Tool and program the Layer 2 IP address. programmed. Soft fault reported Soft fault comes indirectly from Refer to Mitel Knowledge Base article intermittently by RAID the hard drive itself. 06-2806-00012. controller. Audio problems from IP to IP E2T is unable to communicate If the problem is IP ->...
Page 48: Cx/Cxi Controller
Troubleshooting Guide CX/CXI CONTROLLER SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Unable to connect to the Database being used is from Hard code the PC onto the same subnet as the controller over the IP network a system that had 3300 ICP you are connecting to. to ESM.
Page 49: Mxe Server
This feature change was also delivered in faulty because CXi II uses MCD Release 4.0 SP3. quieter fans, Refer to Mitel Knowledge Base article 11-6052-00011. Page 2 of 2 MXE SERVER Table 9: MXe Server SYMPTOM...
Page 50 Troubleshooting Guide Table 9: MXe Server SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Suspected APC failure. The APC is faulty, or the APC Remove and replace the APC-MXe battery. battery is low. See the “Application Processor Card” section in the “Install and Replace Units” chapter of the Technician’s Handbook for instructions.
Page 51 Hardware Table 9: MXe Server SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION “Operating System not found”: Installation error. Reinstall the software. No operating system image RAID Controller is faulty. Replace the RAID controller. See the has been found on the hard “MXe/MXe Server RAID Controller” section in disk.
Page 52: Service Units
NSU. minutes during an NSU upgrade. NSU fails to come up after NSU flash is corrupted. Refer to Mitel Knowledge Base article upgrade or new installation. 04-1000-00026_2 for instructions. NSU continues to reset on a regular interval and/or the...
Page 53 Unable to FTP into the NSU. Release 4.1 and later requires a Enter: username and password to login. username, mitel password, passwd1 NSU is up, but L0 or L1 LED is No physical connection to far end. 1. Verify and fix wiring.
Page 54 Analog Service Unit User can hear clicking sound Message Waiting voltage cycling. Refer to Mitel Knowledge Base article while on a call on an external 05-4409-00008. ASU ONS circuits. Voice calls on ASU have an Faulty programming.
Page 55: Gateways
Table 11: Gateway Troubleshooting SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION CITELlink Gateway issues. Refer to Mitel Knowledge Base Refer to Mitel Knowledge Base article article 04-3849-00016 for 04-3849-00016 for corrective actions. possible causes. Unable to configure the Configuration issues Refer to Mitel Knowledge Base article AudioCodes Mediant 1000 08-5159-00005 for configuration details.
Page 56 Troubleshooting Guide Table 12: Peripheral Cabinet Troubleshooting SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION You have migrated a Incompatible FIM modules. Before you migrate a PER/DSU to a 3300 peripheral or DSU cabinet ICP, ensure that you identify the types of from an SX-2000 system to a FIM modules required before migrating: 3300 ICP system and the •...
Page 57 PC and the PRI or R2 card. Unable to fully insert a Triple The plastic tabs (stopper) were Refer to Mitel Knowledge Base Article FIM card (Part Number improperly installed on the cards. 08-5191-00105 for a solution. 50001856) into the control slot by the manufacturer preventing of Microlight cabinet.
Page 58: Embedded Modules
Troubleshooting Guide EMBEDDED MODULES Table 13: Embedded Module Troubleshooting HARDWARE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Embedded Embedded PRI Module Module has failed to initialize Check the programming for the link PRI Module. fails to initialize. The because the link descriptor is descriptor that is assigned to the LEDs on the embedded not programmed correctly.
Page 59 Hardware Table 13: Embedded Module Troubleshooting HARDWARE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Dual Framer After installing a Dual Protocol type not After a digital link has been (T1/E1) Framer (T1/E) module programmed. programmed, you must use the Module and programming a ISDN Protocol form to program the Digital Link Descriptor in protocol type.
Page 60 RsrcAlloc() failed with result the dsp number reported in the DSP_OVERFLOW. PostSoftware Log. Capture these results and send them to Mitel Product Support. Obtain System Diagnostics Reporting output file and contact Mitel Product Support.
Page 61: Phones
Hardware PHONES Note: IP phone troubleshooting tips also apply to the 5540 IP Console. GENERAL PHONE ISSUES Table 14: General Phone Troubleshooting PHONE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION No calls are being Programming error. Check the received. • programming to make sure the calls are not forwarded or rerouted elsewhere automatically by the system.
Page 62 Troubleshooting Guide Table 14: General Phone Troubleshooting PHONE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Calls are being cut off • Trunk programming error Check for a pattern. • Hardware issue • Are the calls always being made to the same number? •...
Page 63 Hardware Table 14: General Phone Troubleshooting PHONE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Internal caller does not COS option Camp On Timer To correct hear busy signal when is set to 0. • disable Auto Camp on by calling an internal station blanking Camp On Timer in COS, in busy condition.(Busy signal is not returned to...
Page 64 See “No Dial Tone - Analog or DNI Phone Phone” on page 195. Display Display phone that Calls which into the system Refer to Mitel Knowledge Base Phones receives an incoming call over ISDN using 4ESS article 06-5104-00034 transferred from another...
Page 65 Hardware Table 14: General Phone Troubleshooting PHONE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION IP Phone IP Phone fails to boot Network Connection. Verify network connection No power Verify power (is there a display?) Faulty wiring or connection Check the wiring and connections Check LED on the IP telephone for network activity.
Page 66 PIN as usual in a new “lockout” or “PIN in memory”. system. Network ICMP Redirect Network ICMP Redirect Refer to Mitel Knowledge Base Packets may cause Packets causing “Exception article 08-5157-00024. “Exception Errors” in IP Errors” in IP Phones...
Page 67: Issues With Specific Models
PHONE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION IP Phones Dual Mode phone fails to Dual mode phones may fail Refer to Mitel Knowledge Base (Dual Mode) boot up. to boot up for two different article 04-5173-00019. reasons: 1. Cisco Discovery Protocol (CDP) is not supported in certain loads.
Page 68 Phones WEB BROWSER ERROR # Option A: 1. In your DHCP server, program Domain Name Service Mitel proprietary Option 135 (DNS) Timeout (Proxy Server) as String type and enter a socket value in the Host Name was not format of <ip:port>...
Page 69 IP instructions. addresses (one for each NLP). 5x40 IP 5x40 IP Phone will not If you attempted to use the Refer to Mitel Knowledge Base Phones function. 5x40 phone Visual Voice article 04-3849-00010. Mail feature before enabling the COS option “HCI/CTI/Tapi Monitor...
Page 70 Disable 802.1X support in the PC if enabled. Ensure RADIUS EAP is “EAP-MD5”. 5330, 5340, Phone loses all application The controller address See Mitel Knowledge Base article or 5360 IP features and labels after the does not match the 07-4940-00007. sets set is rebooted ICP/PBX assignment.
Page 71 Hardware Table 15: Specific Model Troubleshooting PHONE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION 53xx IP Sets Phones stuck at DHCP Misconfiguration issue Reconfigure network on the basis of discovery after upgrade to between Layer 2 switch port the following rule of thumb: If VLAN MCD 5.0 SP1.
Page 72 PHONE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION 5310 5310 Conference is not Side control defective. Refer to Mitel Knowledge Base Conference working with 5220 DPLite article 06-5191-00067. Unit (Dual Mode IP phone). The symptoms are when a user pushes the side control button, the saucer flashes but does not work.
Page 73: Ip Phone Power
Hardware IP PHONE POWER Table 16: IP Phone Power Troubleshooting SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Power unit is plugged in, but No power at outlet. OR 1. Plug a known functioning device in the does not power up. power outlet. faulty power outlet.
Page 74 Troubleshooting Guide Table 16: IP Phone Power Troubleshooting SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION IP device that receives PoE Maximum PoE has been Refer to the Engineering Guidelines for from a CXi controller port is not exceeded. The CXi controller information on how to engineer PoE for the powering up.
Page 75 Hardware Table 16: IP Phone Power Troubleshooting SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION IP device not operating, with Discharged capacitor in IP 1. Wait 5 to 10 seconds. If the Power Active Power Inactive LED ON. device LED turns ON, there was a discharged capacitor in the IP device.
Page 76: Ip Phone Registration
128-133 may be removed to avoid future conflicts with standardized or other vendors’ use of these options. 2. If you still can’t fix the problem collect the following information and then call Mitel Technical Support: Is the problem with the local or remote subnet? DHCP server(s) settings...
Page 77 DHCP option 43 or 125 on 3300 Identify the location of DHCP server and set to Release 7.0 or later systems or Option 130 as String type with value of “MITEL DHCP OFFER X REJ option 130 (MITEL IP PHONE) IP PHONE”.
Page 78 VLAN ID is not assigned that option 130 is programmed as String type properly. with value of “MITEL IP PHONE“ (prior to Release 7.0), in the scope of Voice LAN. 3. For one DHCP server per VLAN, ensure that option 43 or 125 (Release 7.0 and later) or 130 (prior to Release 7.0) is defined.
Page 79 Hardware Table 17: IP Phone Registration Troubleshooting ERROR MESSAGE ON DISPLAY POSSIBLE CAUSE CORRECTIVE ACTION (Cont’d) The L2 switch port for the phone 1. Check the L2 switch and ensure that the port is not shut down. interface is shut down or not 2.
Page 80 Troubleshooting Guide Table 17: IP Phone Registration Troubleshooting ERROR MESSAGE ON DISPLAY POSSIBLE CAUSE CORRECTIVE ACTION TFTP load failure DHCP option 43 or 125 on 3300 Check the DHCP server, and confirm that Release 7.0 or later systems or option 43, 125, or 128 is pointing to the right option 128 for earlier releases is TFTP server.
Page 81 Verify the power source, and change the location of the power source. Unable to register IP IP Phone has tried to register Refer to Mitel Knowledge Base article phones due to regproc more than 10 times in 06-9999-00024. trap. Other symptoms once succession without success.
Page 82 Troubleshooting Guide Table 17: IP Phone Registration Troubleshooting ERROR MESSAGE ON DISPLAY POSSIBLE CAUSE CORRECTIVE ACTION TFTP Fail The Layer 2 switch port for the 1. Check the Layer 2 switch and ensure that phone interface is shut down or the port is not shut down (see “Network (Remote IP phone not configured properly.
Page 83: Phone Connection
No dial tone on set when AX controller is running Patch with the 7.1.3.6 load message waiting lamp is on. pre- 3300 7.1.3.6 (3300_Patch_7.1.3.6.zip from Mitel OnLine, software. Update the AX controller with the most recent post-7.1 software load. Page 1 of 2...
Page 84: Phone Audio Quality
Troubleshooting Guide Table 18: Troubleshooting Phone Connection Problems SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION Sets take 10-12 seconds to ANI/DNIS number Disable the ANI/DNIS number delivery in the receive incoming calls. delivery trunk option is trunk's COS. enabled in T1 trunk's Tip: You can assign an unused COS to verify if this COS.
Page 85 Hardware Table 19: Audio Quality Troubleshooting(continued) SYMPTOM PROSSIBLE CAUSE CORRECTIVE ACTION Broken Audio, Handsfree on the far Ensure that neither device is using handsfree. Some handsfree intermittent end. phones only operate at half duplex. Packet loss, jitter via 1. Identify the speech path between the two end points, including network.
Page 86 Troubleshooting Guide Table 19: Audio Quality Troubleshooting(continued) SYMPTOM PROSSIBLE CAUSE CORRECTIVE ACTION Echo occurring Handsfree mode is Check if far end is using handsfree. Switch to handset mode to see between IP used. if this corrects it, or lower the volume in handsfree mode. Phones and If echo occurs on calls 1.
Page 87 Voice quality Cisco IOS is upgraded Refer to Mitel Knowledge Base article 08-5191-00104. issues appear to IOS 12.2(37), after a network MiVoice IP Phones upgrade receive DiffServ...
Page 88: 5550 Ip Console
Troubleshooting Guide 5550 IP CONSOLE Table 20: 5550 IP Console Problems Troubleshooting SYMPTOMS PROBABLE CAUSE CORRECTIVE ACTION 5550 IP console TKB (keyboard) - does not 1. Check DHCP lease to confirm if an expected IP address is fails to register have a reserved IP address assigned to TKB.
Page 89 Hardware...
Page 90 Troubleshooting Guide...
Page 91: Chapter 4 Software
Chapter 4 SOFTWARE...
Page 92 Troubleshooting Guide...
Page 93: Software Troubleshooting Tips
 Always make a database backup before and after major database changes  For troubleshooting issues that arise when you are using the MiVoice Business Software Installer Tool, see page 137  For licensing issues, see “Licensing” on page 29.
Page 94: Software Installation And Upgrade
Troubleshooting Guide SOFTWARE INSTALLATION AND UPGRADE Table 22: FTP Server Errors ERROR MESSAGE ON RTC SHELLS POSSIBLE CAUSE CORRECTIVE ACTION Fail to load IIS/PWS/FTP server is not Go to your FTP site properties and re-start FTP services file running or not installed. Re-install your FTP server.
Page 95 Software Table 23: Upgrade Errors SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION You install a 4 GB voice Proper voice mail partitions not set Install the 4 GB voice mail flash card in the up on the new flash card. mail flash card into an AX Flash 1 position.
Page 96: Backups And Restores
Troubleshooting Guide BACKUPS AND RESTORES Table 24: Backup and Restore Troubleshooting SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION Backup fails and a Backup Database verification has failed Perform a system restore to clear the Failure alarm generated/ and an Audit Faillure alarm was Audit Failure alarm.
Page 97 Backup/restore failure (only fail to Java version is not correct 1. Verify that the correct version of Java FTP files between PC). is installed (Mitel supports Java Note: If Java Plug-in console Higher version of Java is 1.6.0_1 or later).
Page 98 Troubleshooting Guide Table 24: Backup and Restore Troubleshooting SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION Database backup, with voice mail Lack of free space in the db Determine the amount of free space in partition messages included, fails the db partition and if there is enough space for voice mail messages.
Page 99 Software Table 24: Backup and Restore Troubleshooting SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION You receive the following The leading digits of the hunt In the Hunt Groups form, program the message when you attempt to group pilot number are a lower leading digits of the hunt group pilot restore a database: “RAD group number than its RAD group...
Page 100 Troubleshooting Guide...
Page 101: Chapter 5 System Features
Chapter 5 SYSTEM FEATURES...
Page 102 Troubleshooting Guide...
Page 103: System Feature Troubleshooting Tips
System Features SYSTEM FEATURE TROUBLESHOOTING TIPS If you have programmed a system feature and the feature is not functioning as expected, ensure that:  the feature is supported for the type of phone. Check the Phone-Feature matrix in the System Administration Tool online help to determine if a feature is supported on a specific phone type.
Page 104: Features A To B
Troubleshooting Guide FEATURES A TO B Table 25: Troubleshooting Features A to B FEATURE SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION Add Held Unable to add a help call. Record-a-Call is enabled Disable Record-a-Call feature in on the phone. The the Class of Service Options Record-A-Call prompt form.
Page 105 System Features Table 25: Troubleshooting Features A to B FEATURE SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION Auto Answer No audio over Phone is not equipped with Install a model of phone that has speakerphone. a speaker (for example, a speaker. 5302 IP Phone). Not supported for set type Refer to Phone-Feature Matrix in (for example, 5560 IPT...
Page 106: Features C
"Locate Feature application via Mitai event. IP set via YA. Extension" maintenance MiVoice Business cannot command from ESM does detect and identify this type not show call forwarding of call forwarding features active.
Page 107 System Features Table 26: Troubleshooting Features FEATURE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Call History Calls not being logged. The following calls are not None. Not supported. logged by the Call History feature: • incoming ACD Calls and Personal calls from ACD agents •...
Page 108 Troubleshooting Guide Table 26: Troubleshooting Features FEATURE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Camp-on Unable to camp-on to a Maximum number of Try again at a later time. The group. allowable camp-ons to a maximum number of camp-ons to group is exceeded. a group per 3300 ICP is set at 84.
Page 109: Features D To G
System Features Table 26: Troubleshooting Features FEATURE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Conference Unable to split a conference Split cannot be activated Ensure call conditions support the Split call. from a telephone when: Conference Split feature. • the attendant is involved in the conference •...
Page 110 Troubleshooting Guide Table 27: Troubleshooting Features D to G FEATURE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Direct Page Phone user did not receive Handsfree Answerback is Only phones with a built-in a Direct Page. only available on some speaker can receive one. See The phones.
Page 111 System Administration Tool online help for instructions. In a clustered environment, The Remote Host Set On the MiVoice Business system the button is not showing Directory Number is not hosting the monitored extension, the person’s status/ listed in the Remote Busy...
Page 112 Troubleshooting Guide Table 27: Troubleshooting Features D to G FEATURE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Group page Phone in Page Group does System restrictions prevent Ensure that COR and interconnect not receive page. the phones from restrictions allow the paging and connecting with each other.
Page 113: Features H To K
System Features FEATURES H TO K Table 28: Troubleshooting Features H to L FEATURE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Handset Handset receiver volume “Handset Volume Enable “Handset Volume Receiver setting is not retained Adjustment - Saved” Adjustment - Saved” option in the Volume between calls.
Page 114: Features L To O
Troubleshooting Guide FEATURES L TO O Table 29: Troubleshooting Features M to O FEATURE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Loudspeaker Unable to perform Attempting to perform None. Loudspeaker Paging Paging loudspeaker paging Loudspeaker Paging feature is not supported in feature in handsfree mode. handsfree mode.
Page 115 See System Audio Files Update in the System Administration Tool online help for the maximum size of the audio files. In MCD 4.x+ Refer to Mitel Knowledge Base article 11-5160-00010. Need to have ENABLE_TX_CHAN_CON Note: This feature is available N feature enabled.
Page 116 Troubleshooting Guide Table 29: Troubleshooting Features M to O FEATURE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Connection for IP music The directory number (DN) None. The MCD re-attempt to Source has failed (configured as IP Music connect to the IP Music Source Source) is going out of every 1 minute.
Page 117: Features P To R
System Features FEATURES P TO R Table 30: Troubleshooting Features P to R FEATURE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Private Line Feature not functioning. PLAR is only configured at Configure PLAR in the same Automatic one end of the connection manner at both ends of the Ringdown connection.
Page 118: Features S To V
Troubleshooting Guide FEATURES S TO V Table 31: Troubleshooting Features S to V FEATURE SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Telephone After exporting data to a PC settings require To launch Excel Spreadsheets Directory Microsoft Excel modification to allow file to •...
Page 119: Chapter 6 Trunking
Chapter 6 TRUNKING...
Page 120 Troubleshooting Guide...
Page 121: Trunk Troubleshooting Tips
Trunking TRUNK TROUBLESHOOTING TIPS  If all the circuits supported by a module or card are out of service, it is likely defective. If possible, swap the module or card with a known working module or card to confirm.  For help with diagnosing trunk problems, see “Trunks”...
Page 122 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.
Page 123 Trunking Table 32: Troubleshooting Analog Trunks SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION Poor audio quality on LS Not utilizing latest DSP To improve audio quality on LS interfaces used trunks on the 3300 ICP MX, enhancements. on the 3300 ICP MX, CX, and CXi platforms, a CX, or CXi platforms.
Page 124: Digital Trunks
Cable for PC is not approved to use and/or DSU/DSU connections. Without proper both. as a standard RJ45/T1 cable. shielded pairs, the signal integrity on a T1 trunk is not guaranteed. Refer to Mitel Knowledge Base article 08-5191-00123 for additional details. Page 1 of 7...
Page 125 MUST reset the controller to enable the new, or not work. changed, setting. DASS II circuit fails to The MN 3300 NSU. takes Refer to Mitel Knowledge Base article return to service after approximately seven minutes to 04-3849-00502. programmed reboot.
Page 126 Table 33: Digital Trunk Troubleshooting SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Cannot dial System is connected to a DMS500 Refer to Mitel Knowledge Base article international numbers switch running DMS100 NI1 05-5107-00005. when connected to protocol and the service provider DMS500 switch...
Page 127 ANI missing from the Add “ctcomplete” to the Comment field in the when call is transferred CTCOMPLETE facility message in ISDN Protocol Assignment form in ESM. (Omit over Q.SIG from Mitel the Q.SIG signaling. the quotation marks.) system to foreign PBX. Embedded PRI Embedded PRI calls Configuration.
Page 128 Troubleshooting Guide Table 33: Digital Trunk Troubleshooting SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Embedded PRI links Configuration. Verify the “Network Side/QSIG Master” setting in are “not seizable”, the ISDN Protocol form. Check the “Inverted Status LEDs show D-Channel” setting in the Digital Link Descriptors flashing GREEN.
Page 129 PRI, only if this link is intended for Q.Sig.). Calls on PRI trunks do Not supported by protocol used on Refer to Mitel Knowledge Base article 05-3849-00988 for a list of the protocols that not present outbound the PRI trunks. Outbound name is support outbound name.
Page 130 Digit Modification - Insert” field is set appropriately for dial-in trunks. R2 Line Signaling R2 setup issue Programming or installation Refer to Mitel Knowledge Base article 05-5191-00050. PRI links in MiVoice PRI interfaces do not provide a test Carriers can test line quality and reliability by Business not mode.
Page 131: Msdn/Dpnss Links
Trunking MSDN/DPNSS LINKS Table 34: MSDN/DPNSS Link Troubleshooting SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Embedded MSDN/DPNSS Faulty configuration. Verify embedded MSDN/DPNSS is programmed calls fail and all status LEDs properly in the following forms: on the T1/E1 MMC are OFF. • Controller Module Configuration •...
Page 132 Troubleshooting Guide Table 34: MSDN/DPNSS Link Troubleshooting SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Incoming calls fail. Faulty configuration of trunk Verify in the Trunk Attributes form that there is an Forms. Answer Point setup for non-DDI trunks for Day and Night services. For dial in trunks, the “Dial In Trunks Incoming Digit Modification –...
Page 133: Xnet
Trunking XNET Table 35: XNET Troubleshooting SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Caller reports reorder tone Errors in the XNET 1. Ensure that the ARS Leading Digit Assignment and when calling to another ARS programming. ARS Digits Dialed Assignment forms translate the system.
Page 134 Troubleshooting Guide Table 35: XNET Troubleshooting SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Call does not have the Incorrect Local Profile Correct in the IP/XNET Trunk Groups form on the Local correct service profile. Number. PBX. Incorrect Remote Correct in the IP/XNET Trunk Profiles form on the Local Profile Number.
Page 135: Ip Trunking (Ip Networking)
Trunking IP TRUNKING (IP NETWORKING) Table 36: IP Trunk Troubleshooting SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION IP trunk does not recover ICMP redirect is enabled. 1. On the RTC shell, use routeShow to identify the addition RouteHost entries, then use after router crash. routeDelete to remove the entry.
Page 136: Sip Trunking
Troubleshooting Guide SIP TRUNKING Table 37: SIP Trunk Troubleshooting SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION When making a call in or out on SMDR for SIP Trunks use the Enter a Trunk Number (for example, 99) in SMDR Tag field from the SIP SIP trunks the trunk number in this field and the number will be displayed as Peer Profile form for the trunk...
Page 137: Chapter 7: Tools And Embedded Applications
Chapter 7 TOOLS AND EMBEDDED APPLICATIONS...
Page 138: System Management Tools
5. Make sure Accept third party cookies is selected. 6. Click Exceptions..7. Make sure the MiVoice Business system you're trying to access isn't listed. 8. If it is listed, click on its entry, then click Remove Site.
Page 139 Receive the following selected, and then click Clear Now. error: 4. Restart Firefox and attempt to "Secure Connection Failed" reconnect to the MiVoice Business for Your certificate contains the ISS. same serial number as another If problem persists, switch to Internet certificate issued by the Explorer.
Page 140 Troubleshooting Guide Table 38: System Administration Tool Troubleshooting SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Form fails to load. May be Browser cache conflict. Clear the browser cache: accompanied by "Document is In Internet Explorer: press Empty" error. CTRL+SHIFT+DEL, select Temporary Internet Files, and clear Preserve Favorites website data Leave other check boxes cleared, and then click OK.
Page 141 If the certificate is not installed, a Firefox sec_error_untrusted_issuer) security window is displayed. If If you have already downloaded the Mitel using Internet Explorer, you Root Certificate, skip to step 6. must click Continue to use this website (not recommended) to 1.
Page 142 Firefox missing the Mitel Root 1. In Firefox, remove the IP address of Business tools using FireFox CA certificate. Also failed to clear the MiVoice Business system from the results in "Secure Connection the Permanently store this Servers tab in the Certificate Failed"...
Page 143 Tools and Embedded Applications Table 38: System Administration Tool Troubleshooting SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION System Administration Tool Online help files are not installed Install online help locally on your PC or Online help is not available. either locally on the 3300 ICP remotely on a web server system or remotely on a web When you click on the help...
Page 144 Close the error window to Mitel Customer Documentation runtime error when accessing access the website.To prevent this site (edocs.mitel.com) from the the Mitel documentation web site runtime error from appearing, disable 3300 ICP System Administration from the MiVoice Business script debugging in Internet Explorer:...
Page 145 Reporting form of the System main window to verify that the Administration Tool system name is programmed properly. MiVoice Business Software Installer Tool MiVoice Business Software Two NICs installed on the PC 1. Disable the wireless NIC. Installer fails with “Failing to and trying to connect to a pre- 2.
Page 146: Automatic Call Distribution
Windows 98. attached to this article. When you use IMAT to retrieve NSU is running as ISDN node. Refer to Mitel Knowledge Base article the database from the Universal 06-5104-00038. NSU, the database files do not appear to have been...
Page 147: Hot Desking
Tools and Embedded Applications HOT DESKING Table 40: Hot Desk Troubleshooting SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION When a hot desk user attempts to The PBX Number and the Cluster Ensure that the PBX Number in the log in, the following error message Element ID that are programmed ICP/PBX Networking form matches appears on the display of the IP...
Page 148: Emergency Call (E911) Support
SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Emergency calls do not trigger E911 local notification will not be Refer to Mitel Knowledge Base article E911 local notification. Calls activated if an emergency hunt 04-1000-00020 for programming placed on a designated group is not fully programmed instructions.
Page 149 Tools and Embedded Applications Table 42: Embedded Voice Mail SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Notification calls use the correct Notification phone number or Check the notification phone number and outside lines but the pager never pager type programmed pager type. beeps.
Page 150 The voice mail system resets In the event of a critical error, the Contact Mitel Technical Support. itself at times. voice mail system resets. A minor alarm is raised after Not enough DSP resources Add more DSP resources.
Page 151 Tools and Embedded Applications Table 42: Embedded Voice Mail SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Users suddenly cannot access Range programming in While an administrator is using range Visual Voice Mail. progress. programming in the System Administration Tool to modify the system database, users will be unable to access Visual Voice Mail.
Page 152 Note: 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 153 1 (port 1) or serial interface 2 (port 2) on the MAP 7100. Message waiting lamp is on but Multiple possible causes. Refer to Mitel Knowledge Base article there is no message in your 05-5107-00006 for a list of possible mailbox.
Page 154 RAD Hunt group and that no one calls directly to RAD port. Embedded voice mail fails to Programming conflict. Refer to Mitel Knowledge Base article page external, or fail to perform 06-5191-00068. supervised transfer to external number. Embedded voice mail goes out of The “Load Controllers”...
Page 155: Networked Voice Mail
Tools and Embedded Applications NETWORKED VOICE MAIL Table 43: Troubleshooting Networked Voice Mail SYMPTOM CORRECTIVE ACTION Internal system error when adding voice Ensure that the name of the networked voice mail server matches mail boxes. the system name of controller. A mailbox number is not recognized when 1.
Page 156 Troubleshooting Guide Table 43: Troubleshooting Networked Voice Mail SYMPTOM CORRECTIVE ACTION You see the following log while you are This log appears if you haven't enabled Networked Voice mail in monitoring the RTC shell on boot up: the license. Starting up VM Corp Dir... If you see “Voice Mail Successfully Started”...
Page 157: Station Message Detail Recording
Table 44: Station Message Detail Recording Troubleshooting SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION IP trunk call unsupervised Refer to Mitel Knowledge Base Refer to Mitel Knowledge Base article transfer and queued to ACD path article 06-9999-00002 for 06-9999-00002. reports path extension instead of possible causes.
Page 158 Troubleshooting Guide...
Page 159: Chapter 8 Voice Networking
Chapter 8 VOICE NETWORKING...
Page 160 Troubleshooting Guide...
Page 161: Voice Networking Troubleshooting Tips
Voice Networking VOICE NETWORKING TROUBLESHOOTING TIPS  Refer to the Voice Networking book in the System Administration Tool online help for information on Voice Networking.  To view and manage pending (in-progress) SDS distribution updates and update errors, see the SDS Distribution Errors form in the System Administration Tool online help. BANDWIDTH MANAGEMENT Table 46: Troubleshooting Bandwidth Management SYMPTOM...
Page 162: Multi-Node Management
Troubleshooting Guide MULTI-NODE MANAGEMENT MNM FAULT MANAGEMENT Table 48: Troubleshooting MNM Fault Management SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION MNM Fault Management not Too many elements in MNM MNM applications are only supported for up to functioning. Administrative Group. 20 elements in an Administrative group. After you add the 21th element to the group, the MNM applications are disabled for the entire group.
Page 163: Mnm Application Reach Through
Voice Networking MNM APPLICATION REACH THROUGH Table 50: Troubleshooting MNM Application Reach-Through SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION Cannot reach through to an Element has pre-MCD Upgrade element to MCD Release 4.0 or later element in the Administration Release 4.0 software software.
Page 164 MiVoice SP1 (or later) or switch to Internet Explorer 9 Firefox Business software. (or later). Refer to the Release Notes for the MiVoice Business software release you have to determine which version of IE it supports. Page 2 of 2...
Page 165: Resiliency
Voice Networking RESILIENCY IP DEVICE RESILIENCY Table 51: Troubleshooting IP Device Resiliency SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION All resilient devices are Secondary ICP is not in Ensure that the secondary ICP is operating. not functioning (no dial service. tone) after the primary IP phones are not Enter the Locate commands on the secondary ICP to ICP goes out of service.
Page 166 To learn how to properly cluster a network, go to Voice Networking fail over to their clustered or it may have http://edocs.mitel.com, and refer to -> Configure Network in the System Administration secondary ICP when been improperly clustered. Tool Online Help.
Page 167 Voice Networking Table 51: Troubleshooting IP Device Resiliency (continued) SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION Resilient phones do not The network may not be On a 5020/5010 IP Phone fail over to their clustered or it may have 1. Hold down both volume keys at the same time, and secondary ICP when been improperly clustered.
Page 168 Troubleshooting Guide Table 51: Troubleshooting IP Device Resiliency (continued) SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION While on a call at a Network failure (for Program redundancy into the network layer. resilient phone, the example a Layer 2 switch primary ICP goes out of that connects the IP phone service, and the call is to both the primary and...
Page 169 “Allow Return to Primary ICP” is set to “Yes”. hear beeps every 20 The duration of the health WARNING: Contact Mitel Customer Engineering seconds, and the check is set too long in the Services. Parameters must be changed in the phone display is frozen.
Page 170 Bulletin, “IP Sets may remain in “lost link to server” state upgrade from 3300 added to allow IP devices after upgrading to Release 4.0", on Mitel Online. Release 3.x to Release to sync to the secondary 4.0.5.1.
Page 171: Ip Console Resiliency
Remote Directory Numbers controller goes out of form for the IP console. See “IP Console Resiliency” service. in the MiVoice Business Resiliency Guidelines for details. After an IP phone fails Call routing and ARS are Enter the Locate commands (see “Locating Resilient over to its secondary incorrectly programmed.
Page 172: Voice Mail Resiliency
(by dialing the hunt Refer to the MiVoice Business group number). Resiliency Guidelines for call routing configuration.
Page 173: T1/E1 Trunk Resiliency
Route List Assignment form is Correct the route list programming. Refer over to the secondary but programmed incorrectly. The to the MiVoice Business Resiliency users are unable to make route list programming on either the Guidelines for T1/E1 trunk resiliency...
Page 174: System Data Synchronization
Internet Explorer session (that is the operation appears to and prevents it from timing out before a be hung). Start Sharing is complete. Refer to Mitel Knowledge Base article 07-3849-01068 on Mitel Online for instructions. Cannot start sharing with an...
Page 175 Voice Networking Table 55: Troubleshooting Sharing Operations SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION Data Sharing alarms are A minor system alarm is Resolve the distribution error in the SDS appearing generated whenever an SDS Distribution Errors form. See “Resolving data distribution error occurs. Pending Updates or Errors”...
Page 176 Troubleshooting Guide Table 55: Troubleshooting Sharing Operations SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION Data Sharing status for the You restored an old database To resolve this issue: element is not consistent with all that had SDS disabled. 1. At the element at which SDS is off the other SDS elements in the (element A).
Page 177 Voice Networking Table 55: Troubleshooting Sharing Operations SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION Resilient user and device data is By default, user and device data Specify the resilient user and device data not being shared after you is not shared. You must first that you want to be shared with the upgraded the controllers to 3300 specify the resilient user and...
Page 178 Troubleshooting Guide Table 55: Troubleshooting Sharing Operations SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION Errors show that data has been An administrator made an Delete the inconsistent record from the distributed to a network element incorrect entry to the Remote Remote Directory Number form, and in a way that is not consistent with Directory Number form at an reprogram it appropriately.
Page 179: Sync Operations
Internet Explorer session operation appears to be hung). and prevents it from timing out before the Sync is complete. Refer to Mitel Knowledge Base article 07-3829-00006 on Mitel Online for instructions. Specified data has not been...
Page 180 Number form. network and the change has been distributed. Sync operation from MCD 4.2 The previous MiVoice Business Refer to Mitel Knowledge Base article network element to network software does not recognize the 11-5191-00200 elements with previous releases MCD 4.2 DEI (Data Entity of installed fail.
Page 181: Hunt Group Or Ring Group Data Distribution Errors
Voice Networking HUNT GROUP OR RING GROUP DATA DISTRIBUTION ERRORS Table 57: Troubleshooting Hunt Group or Ring Group Data Distribution Errors SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION Data distribution alarm is Remote (secondary) controller Install the required software on the generated. Data distribution does not support hunt group or secondary controller, or select a different errors related to resilient hunt...
Page 182 Troubleshooting Guide Table 57: Troubleshooting Hunt Group or Ring Group Data Distribution Errors SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION Data distribution alarm is SDS failed to delete the Remote Manually delete the RDN entry for the generated. Data distribution Directory Number (RDN) entry hunt group or ring group pilot number errors related to resilient hunt for the hunt group or ring group...
Page 183: Chapter 9 Local Area Network
Chapter 9 LOCAL AREA NETWORK...
Page 184 Troubleshooting Guide...
Page 185: Lan Troubleshooting Tips
Mitel Technical Support can help you isolate minor network problems; Technical Support will escalate complex network problem to Professional Services, a billable service. Before contacting Mitel Technical Support with a LAN issue, ensure that you have the following information ready: network diagram “routeShow”...
Page 186: Lan Troubleshooting
Troubleshooting Guide LAN TROUBLESHOOTING Table 58: LAN Troubleshooting SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION Loss of PC network connectivity If your PC is connected to the None. Connection is automatically through IP phone network through an IP phone, restored in 1 to 2 seconds. your PC network connection is interrupted for approximately 1 to 2 seconds...
Page 187: Using Layer 2 Statistics
Local Area Network USING LAYER 2 STATISTICS The System Administration Tool provides various Layer 2 (L2) Ethernet traffic counters that can help with debugging LAN problems. The counters appear in the output of the “L2 Stat Port” maintenance command. A LAN that is not operating correctly can cause IP voice quality issues ranging from minor annoyance to an inability to hold an intelligible phone call.
Page 188: Collisions
Troubleshooting Guide COLLISIONS SHARED LANS A collision occurs on a shared LAN when two or more network devices transmit data onto the LAN at the same time. After detecting a collision the network device must abort transmitting the packet and start transmitting a jam pattern to reinforce the collision, Then, the device must wait a random period of time before attempting to re-transmit the packet.
Page 189 Table 59: Frame Length Errors COUNTER CAUSE CORRECTIVE ACTION RX Discards Insufficient receive resources. Contact Mitel Technical Support. Receive packets discarded. RX CRC/FCS Errors Equipment powering up or down. No action. Packets received with CRC or Electrical noise on the LAN.
Page 190 Troubleshooting Guide Table 59: Frame Length Errors COUNTER CAUSE CORRECTIVE ACTION RX Oversize Frames Oversized frames are usually No action. due to software bugs in Oversize frames are packets with applications running on network lengths of more than 1518 bytes devices.
Page 191 Locate and replace defective network correctly sensing that the device. network is busy. TX Discards Due to lack of transmit Contact Mitel Technical Support. resources— e.g., transmit FIFO The total number of transmit overflow, or an internal MAC packets discarded. transmit error.
Page 192 Troubleshooting Guide...
Page 193: Chapter 10 Diagnosing Problems
Chapter 10 DIAGNOSING PROBLEMS...
Page 194 Troubleshooting Guide...
Page 195: Diagnostic Tools
Diagnosing Problems DIAGNOSTIC TOOLS Table 60 lists the tools available to help you diagnose problems on a 3300 ICP system. Table 60: Diagnostic Tools TOOL NAME FUNCTION LOCATION APPLIES TO Alarm Details Provides the definition and location of the System Administration 3300 ICP system alarms.
Page 196 Tool online help for These files includes xrtc, pstswlog.db, instructions on how to hdrwswlog.db logs, call control statistics use these tools. and other information that Mitel Technical Support can use to diagnose system problems. Voice Quality Monitors voice quality for selected...
Page 197: 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 198: Subscribing To Logs In Real Time
2. Browse to the location of the file and select it. 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 1.
Page 199: Filtering Your View
Diagnosing Problems 5. Leave the Use Legacy Subscriptions option unchecked and click OK. Note: It is possible that the application’s log server is blocking logs when there are subscriptions to them. If the application you are connecting to has filtered its logs, consult the application’s documentation to find out how to change those settings.
Page 200: System Performance
Troubleshooting Guide 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. SHOW STATUS RESOURCE System resource commands provide information for diagnosing a system that is running slow or is overloaded:...
Page 201: Using Shell Commands When A System Is Busy
Diagnosing Problems 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 12/4/9 10:54:23, PID 00 - kernel - private,0,0,0,0,0,0,0 12/4/9 10:54:23, PID 00 - kernel - public,81864,136592360,,15,1201,5457,28886,72680 12/4/9 10:54:23, PID 01 - appStartup - private,1304280,6228280,171,5430,7627,1147,1117936 12/4/9 10:54:23, PID 01 - appStartup - public,134896,0,1,0,134896,0,134896...
Page 202 Troubleshooting Guide • systemInfoTop: Starts a task that outputs the system resource information every 2.5 sec- onds. The information is displayed using VT100 escape codes. For this information to be displayed correctly, the terminal must be configured to be 132 columns wide and 48 rows wide.
Page 203: Phones
Diagnosing Problems PHONES DIAGNOSING PHONE PROBLEMS NO DIAL TONE - ANALOG OR DNI PHONE 1. Log into the System Administration Tool and navigate to Maintenance Commands. 2. Establish the Location of the analog set using the Locate Extension maintenance com- mand.
Page 204: No Dial Tone - Ip Phone
Troubleshooting Guide 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: • Disconnect the wiring going towards the phone at the internal frame. •...
Page 205: Viewing Settings And Network Parameters On Ip Phones
Diagnosing Problems If the response is Out of Service: • Check the phone has power (does it have a display). If the phone does not have power then connect to an appropriate power source. If the phone does have power then verify the link integrity LEDs. A green LED on the bottom of the phone indicates a proper connection.
Page 206: Access Configuration Menu On Dual Mode Phones
Troubleshooting Guide ACCESS CONFIGURATION MENU ON DUAL MODE PHONES Use the following procedures to configuration Dual Mode IP Phones, MiNet/SIP phones, and where specified, the 5560 IPT. On the 5215 IP Phone (Dual Mode), press * (yes), 0 (default), and # (no). On the 5220 IP Phone (Dual Mode), 5224 IP Phone, 5320 IP Phone, 5330 IP Phone, 5340 IP Phone, 5360 IP Phone, and Navigator press the three softkeys to select menu items.
Page 207: Viewing/Modifying Network Parameters
Diagnosing Problems Table 61: Accessing the Configuration Menu: Option C KEY SEQUENCE FUNCTION * and 6 (M) Change mode to MiNet * and 7 (S) Change mode to SIP (Not supported on the 5560 IPT.) Jump to “Config Teleworker” menu Erase the PIN and VCON configuration any other keypad keys Display “Configure Phone”...
Page 208: Configuring Hardware Components
You can program the 5215 or 5220 IP Phone (Dual Mode) to use MiNET or to work remotely using either 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.
Page 209: Using Tools And Features
• 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 210 Troubleshooting Guide To conduct a DHCP trace on the Dual Mode phone: 1. Access the Configuration Menu (see page 197). 2. Press No until TOOLS AND FEATURES? appears. 3. Press Yes, and then press No until DHCP Trace? appears. 4. Press Yes, and press the Up/Down volume keys to view the results of the DHCP trace. 5.
Page 211: Ieee 802.1X Authentication For Ip Phones
Diagnosing Problems 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. Refer to the 3300 ICP Engineering Guidelines for more information about this protocol. If the network switches and their ports support 802.1.x authorization, the Remote Authentication Dial-In User Service (RADIUS) server checks the username and password of the IP phones against the entries in the database:...
Page 212: Erasing An Authentication Username And Password
Troubleshooting Guide 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. All subsequent letters will be in lower case. To return to upper case, press the Volume Up key while entering a letter.
Page 213: Ip Phone Boot Sequence
Diagnosing Problems 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): Tip: MAC Addresses, and Main and Boot versions in the following table are examples for illustration purposes.
Page 214 Troubleshooting Guide Table 63: IP Phone Boot Sequence(continued) 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 displays the set xx.xx.xx.xx IP address.
Page 215 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 TFTP Server or RTCS creat err <number> Gateway IP address, review IP parameters and correct BOOTING xx.xx.xx.xx...
Page 216 Troubleshooting Guide Table 65: IP Phone Error Handling Displays(continued) MESSAGE DESCRIPTION PHONE DISPLAY Internal TFTP errors - contact Mitel Technical Support. xx.xx.xx.xx TFTPerr: Sock create ------------------------ xx.xx.xx.xx TFTPerr: Sock bind ------------------------ xx.xx.xx.xx TFTPerr: Packet alloc Page 2 of 2Page 2 of 2...
Page 217: Checking The Ip Phone Resiliency Progress Display
Diagnosing Problems Table 66: Download and Software Error Displays(continued) MESSAGE DESCRIPTION PHONE DISPLAY Encapsulation is incorrect. Bad 125 subopt end OR Bad 43 subopt end Page 2 of 2Page 2 of 2 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 218: Diagnosing Sip Device Issues
1. Identify the symptoms: No dial tone at SIP device? Choppy or one-way audio? (See Mitel Knowledge Base article 11-5160-00010. From an internal display phone what does an internal caller see on display and hear when calling the SIP endpoint?
Page 219: Dialing From Aastra Sip-Dect Handsets
Diagnosing Problems SIP REGISTRAR CONTACTS ALL SIP REGISTRAR CONTACTS <USER_NAME> (DN or ext) SIP MWI STATS SIP MWI STATS CLEAR SIP MWI SUBSCRIBER INFO ALL SIP MWI SUBSCRIBER INFO <CONTACT_NAME> DIALING FROM AASTRA SIP-DECT HANDSETS On Aastra SIP-DECT handsets, such as 612d and 622d, the * and # keys can act as texting keys, bringing up additional menus with options, instead of dialing the * or # digit.
Page 220: Trunks
“dtstats read” and “state” edt show vdsu channel <plid> commands. Note: The output from these commands may need to be interpreted by Mitel Software Design. Outgoing or incoming calls edt trace vdsu namnum Outputs the calling/called number and calling rejected name of the call.
Page 221 If the problem is not protocol related, turn on the “cp/vb” tracing. Note: The output from these commands may need to be interpreted by Mitel Software Design. Call problems are edt enable logtofile This command puts all of the traces turned on by generating message “edt trace …”...
Page 222: Hardware
Troubleshooting Guide HARDWARE USING LEDS TO DIAGNOSE FAULTS Controllers, units, modules and cards have light-emitting diodes (LEDs) that indicate their current status. Refer to the Technician's Handbook for tables that list the LED states and the meaning of each state. R2 CARD DEBUGGING You can enter the following commands through the maintenance port of the R2 card/NSU to turn on R2 debug traces.
Page 223: Reading E2T Card Statistics
Diagnosing Problems READING E2T CARD STATISTICS When troubleshooting network issues, you can use the e2tshow command to read statistics for E2T cards. Note: For 250/700 user controllers, you will need a TAPI cable to perform this procedure. (RS232 serial cable with a PS2 connector on one end and a DB9 connector at the other.) 1.
Page 224 Troubleshooting Guide Figure 1: Example Result of et2show Command...
Page 225: Diagnosing Dsp Module Related Issues
Diagnosing Problems DIAGNOSING DSP MODULE RELATED ISSUES Refer to Mitel Knowledge Base article for information on how to diagnose DSP 05-5107-00004 module issues. Use the following maintenance commands to obtain information concerning DSPs: • DUMPDSPBOOTINFO - to display DSP resource allocation on the system.
Page 226: Loopback Testing On Digital Trunks
Troubleshooting Guide • If some calls fail check the following: ARS programming Digit Conflict Interconnect Restriction Far end fault/programming • If only calls to the central office fail check that the Class Of Service option of Public Network Access via DPNSS is enabled on the extension making the call and the MSDN trunks. LOOPBACK TESTING ON DIGITAL TRUNKS You can perform a loopback test on digital trunks to rule out problems with the system hardware.
Page 227 Diagnosing Problems Figure 2: Loopback - T1/E1 Connectors (RJ45) on T1/E1 Module or Network Service Unit Figure 3: Loopback - Hybrid Connections (DB15 connectors on the DSU cards)
Page 228: Resiliency
Troubleshooting Guide 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 229 Diagnosing Problems Table 70: 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 1 ICP.
Page 230: Locate Feature
Troubleshooting Guide LOCATE FEATURE The Locate Feature command provides feature information in addition to the same information as the Locate Extension command (see “Locate Extension” on page 220). Table 71. ‘Locate Feature Command” p. 222 provides an example of the output provided for the Locate Feature command.
Page 231: Locating Resilient Hunt Groups
Diagnosing Problems Table 72: Locate Remote Command Output for Resilient and Non-resilient Devices (continued) EXAMPLE INPUT EXAMPLE OUTPUT MEANING locate remote Remote Directory Number: 1001 RDN 1001 is resilient DN, located on 1001 secondary ICP with CEID 102 and routing Primary Element: LEID 101 - Routing Digits: digits 2902.
Page 232 Troubleshooting Guide Table 73: Locate Commands for Resilient Hunt Groups EXAMPLE INPUT Example Output MEANING locate feature hunt Pilot Number: 4001 Hunt group pilot number 4001 is a group 4001 resilient DN, located on secondary ICP Active Features: with local element identifier (LEID) 200 Do Not Disturb and routing digits 2904.
Page 233: Identifying The Status Of A Resilient Device
Diagnosing Problems IDENTIFYING THE STATUS OF A RESILIENT DEVICE STATE EXTENSION You issue the State Extension command on an ICP to identify the state of a device that is in service on that ICP (in service, out of service, idle, busy). The State Extension command only provides information specific to the state of a given device on the ICP from which you issue the command.
Page 234: Controlling The Failover And Failback Of Resilient Trunks
Troubleshooting Guide CONTROLLING THE FAILOVER AND FAILBACK OF RESILIENT TRUNKS Use the following commands to control the failover and failback of resilient T1/E1 trunks: • EDT Force Failover • EDT Force Failback • Programmed Failover Refer to the System Administration Tool online help for instructions on how to use these commands.
Page 235: Checking The T1/E1 Combo Mmc Indicators
Diagnosing Problems Digital Link Alarms On the primary controller, digital links that are associated with resilient trunks generate alarms if the links are not in a healthy state. On the secondary controller, the digital links for resilient trunks are included in the system total of the “Digital Links” alarm category. Netsync Alarms You can program a resilient trunk on the primary controller as a netsync source.
Page 236 Troubleshooting Guide Table 75 shows the meaning of the indicators. If the primary controller fails and transfers support for the trunk to the secondary, the LEDs on the T1/E1 Combo MMC will flash red and green. Table 75: Meaning of T1/E1 Combo MMC Indicators (Primary Controller) INDICATORS MEANING ACTION...
Page 237 Diagnosing Problems...
Page 238 Troubleshooting Guide...
Page 239: Chapter 11 Using Logs
Chapter 11 USING LOGS...
Page 240 Troubleshooting Guide...
Page 241: Logs
Using Logs LOGS SOFTWARE LOGS FOR SYSTEM FEATURES FEATURE ERROR LOG POSSIBLE CAUSE CORRECTIVE ACTION Malicious Call Trace Not available The network cannot register Program destination node to the malicious call trace support Malicious Call Trace. because Malicious Call See the System Administration Trace is not programmed on Tool online help for instructions the destination node...
Page 242: Hot Desking Error Logs
Troubleshooting Guide HOT DESKING ERROR LOGS FEATURE ERROR LOG POSSIBLE CAUSE CORRECTIVE ACTION Hot Desking INVALID Incorrect feature access code Ensure the feature access code is correct. If the set is on another ICP on a cluster, ensure that the correct access codes for “Hot Desk Login”, “Hot Desk Logout”, and “Hot Desk Remote Logout”...
Page 243: Voice Mail System Logs
Using Logs VOICE MAIL SYSTEM LOGS The voice mail portion of a system log has five fields: DATE TIME LEVEL MSG#-PORT MESSAGE • DATE and TIME indicates when the event occurred. • LEVEL indicates the message category and therefore the level setting required to include such messages in the output stream.
Page 244 Troubleshooting Guide ERROR NUMBER SEVERITY DESCRIPTION SOLUTION/ACTION 1219 ERROR A privilege violation has occurred. Update the Class of Service options This is a result of a Class of Service option not enabled correctly. For example, users on 5140/5240 IP Phones who wish to program their sets using the Desktop Tool must have the HCI/CTI/TAPI Call Control Allowed option set to “Yes”.
Page 245 Using Logs ERROR NUMBER SEVERITY DESCRIPTION SOLUTION/ACTION 1511 ERROR vthq: Message for mailbox mbox was not delivered: Contact service size=size representative There was not room in the HQ.DAT file for another record. The result of this is that a message will never be delivered. The size is the size of the queue.
Page 246 Troubleshooting Guide ERROR NUMBER SEVERITY DESCRIPTION SOLUTION/ACTION 2207 ERROR keypad table full, extra lines ignored The keypad.tab file is too big and cannot be read completely. This should never happen and indicates a programming error. Contact service representative. 2213 ERROR vtsrr_greet: rename(from,to) error Unable to rename a temporary (new)
Page 247 Using Logs ERROR NUMBER SEVERITY DESCRIPTION SOLUTION/ACTION 2219 WARNING wakeup_notify_PBX:no dextens for mbox= boxno No extension has been configured for mailbox boxno. 2229 WARNING Write Error Rec_no=nn Log the message in diag.dat and continue. Write to MASTER.DAT failed. 2230 ERROR Cant update parm.bin Contact service representative.
Page 248 Troubleshooting Guide ERROR NUMBER SEVERITY DESCRIPTION SOLUTION/ACTION 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 3201 FATAL...
Page 249 Using Logs ERROR NUMBER SEVERITY DESCRIPTION SOLUTION/ACTION 4002 ERROR utxclose(hd=hd,handle=handle)=ret Contact service representative Error closing file originally pointed to by hd 4005 ERROR File Handle Error 4312 WARNING vtxd40: Incorrect File Handle for Record In order to get back up and running so that The file handle passed into Record_Msg_Enter() is messages can be left,...
Page 250 Troubleshooting Guide ERROR NUMBER SEVERITY DESCRIPTION SOLUTION/ACTION 4327 INFO vtxd40 - intlevel=irq rc=rc Make sure phone system is up. If The function startsys() failed. This is because there is problem persists, something wrong with the VBPC interface. contact your service representative.
Page 251 Using Logs ERROR NUMBER SEVERITY DESCRIPTION SOLUTION/ACTION 4702 ERROR file_name=n, rr=r No action required, the situation recovers The message file n is not valid, the reason is indicated by itself. The side affect is that any new or saved messages are lost.
Page 252 Troubleshooting Guide ERROR NUMBER SEVERITY DESCRIPTION SOLUTION/ACTION 4715 ERROR I/O Read Problem Even though there is no extra information An error occurred while trying to write to an MSG file. associated with this There is no reason as to why. message, look at error message 4704 for the filename and...
Page 253 Using Logs ERROR NUMBER SEVERITY DESCRIPTION SOLUTION/ACTION 4720 ERROR Incorrect File Handle for Erase Contact your service representative. 4721 In all cases, a message could not be deleted due to one of the following with respect to the corresponding MSG 4722 file: •...
Page 254 Troubleshooting Guide ERROR NUMBER SEVERITY DESCRIPTION SOLUTION/ACTION 4729 INFO Msg f for b No action required When a message is left for a mailbox, the name of the file that holds the voice data is logged. f - file name b - mailbox receiving message 4900 INFO...
Page 255 Using Logs ERROR NUMBER SEVERITY DESCRIPTION SOLUTION/ACTION 5302 INFO Total files deleted from [grp/msg/name] = n No action requires vta\vtutilc. code description This means that the length of the msgnn.vox file is not long enough. There is a special code which must be present in the file in order for the file to be valid.
Page 256 Troubleshooting Guide ERROR NUMBER SEVERITY DESCRIPTION SOLUTION/ACTION 5310 ERROR vtbox_full(Box_Num=b)=r, tot_msgs=tm, box_msgs=am The user must delete some messages fh=fh, f_size=fs, rc=rc, s/c=s/c before new ones can Every time a message or memo is left for a mailbox, we be left. first check to make sure there is room for the message/memo in the recipients mailbox.
Page 257 Using Logs ERROR NUMBER SEVERITY DESCRIPTION SOLUTION/ACTION 6005 INFO Msg f (mm/dd hh:mm) for b deleted No action required A voice message was erased by the mailbox owner. f = filename, mm = month, dd = day, hh = hour, mm = minute, b = mbox # 6006 INFO...
Page 258 Troubleshooting Guide ERROR NUMBER SEVERITY DESCRIPTION SOLUTION/ACTION 8201 WARNING Trying to shift a negative number of bytes Contact your service representative This is an error that can occur during the communications protocol. It should never happen. 8301 WARNING Bad return value from 'valid_packet()' No action required.
Page 259: Index
Broadcast storms 18 product support 15 Broken audio 77 support 15 Browser telephone support 15 required for Mitel online 3 ACD, troubleshooting 138 Business hours, of support 19 Add held 96 Addressing technical issues 5 Advice of charge 96 After hours telephone support 10...
Page 260 Document Title - Using Variables DSP status 37 Direct page 102 Conference 100 Discontinued products 11 Conference split 101 Discovery issues, DHCP server 69 Conference unit, not working 61, 64 Display phones, troubleshooting 56 Configuration menu 18 Distorted audio, on NSU 76 Configuration menu, on IP Phones 197 DMS500 switch 118 Connection, of phone 75...
Page 261 Sys Admin Tool stuck open 132 detection (voice mail option) 242 security certificate (installing) 133 general troubleshooting 17 unable to connect to MiVoice Business for ISS 131 server 117 Flowchart, for resolving issues 5 service profiles 155...
Page 262 Methodology, troubleshooting 3 IP trunks, troubleshooting 127 MG Comms alarm, MXe Server 37 IPA 19 Migration issue, peripheral cabinet 48 ISDN maintenance and admin tool 137 Mitel Knowledge Base checking 12 description 10 Java console 188 Mitel Mezzanine Card, info 35...
Page 263 Index Mitel online Password reset 10 accessing 3 Patches, software 11 browser requirements 3 Peripheral cabinet Mitel Technical Support, phone numbers 19 migration 48 MNM 154 migration troubleshooting 47 Modules, troubleshooting 50 troubleshooting 47 MSDN/DPNSS Phantom diagnosing link problems 217...
Page 264 Document Title - Using Variables r2trace commands 214 SMDR 149 RAD ports, don’t play for incoming calls 138 trunk troubleshooting 128 Real Time Controller, info 35 Slips, excessive 116 Record a call 109 SMDR 149, 189 Registering Sniffer 18, 19 for technical support services 9, 13 Software Registration...
Page 265 Index issues, resolving 5 Multi-node management 154 services 15 MXe Server 41 support network 8 NSU 44 Technical support peripheral cabinets 47 available services 10 Phone audio quality 76 charges 12 phone boot sequence 205 identification code 9 phone connection 75 list of products 11 phones 51 registering 9, 13...
Page 266 Document Title - Using Variables VLAN ID, invalid 69 Voice mail 140 Waiting for link 72 networked 147 Web browser error, on Webset phones 60 ports show out of service 86, 87 resiliency 164 Voice networking, troubleshooting 153 XF86Config file 149 Voice quality XNET troubleshooting 125 monitoring and statistics 188...
Page 267 © Copyright 2017, Mitel Networks Corporation. All Rights Reserved. The Mitel word and logo are trademarks of Mitel Networks Corporation. Any reference to third party trademarks are for reference only and Mitel makes no representation of ownership of these marks.

Mitel MiVoice Business Troubleshooting Manual

Chapter 1 : Introduction

Chapter 2 INITIAL SETUP

Chapter 3 HARDWARE

Chapter 4 SOFTWARE

Chapter 5 SYSTEM FEATURES

Chapter 6 TRUNKING

Chapter 7: Tools and Embedded Applications

Chapter 8 VOICE NETWORKING

Chapter 9 LOCAL AREA NETWORK

Chapter 10 DIAGNOSING PROBLEMS

Chapter 11 USING LOGS

Quick Links

Troubleshooting

Related Manuals for Mitel MiVoice Business

Summary of Contents for Mitel MiVoice Business

Table of Contents