Mitel MiVoice Business Troubleshooting Manual page 24

Troubleshooting Guide
REQUIRED INFORMATION
Site information
Product
Country variant
Software version
System Identifier or Hardware Identifier SysID code of system, and the ARID.
Serial number(s)
System platform
Grounding
Problem symptoms
Troubleshooting steps
Call scenarios
Network configuration
LED status
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Table 2: Problem Details
DETAILS
Name, address, and phone number of end-user site
What system or application is exhibiting the problem? What is the
system or application variant (for example: 3300 ICP MXe or MiVoice
Business Virtual)?
What country variant is selected for the controller?
What software version is the system running (for example, MCD
Release 4.2 (10.2.2.10)?
Serial numbers of the hardware and software.
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?
What grounding schemes are being employed for all Mitel
equipment?
Detailed description of the problem symptoms. What is the problem?
When did the problem first appear? Have you made any changes to
the system programming, hardware configuration or network setup
that coincide with the appearance of the problem? Does the problem
occur sporadically or only under specific conditions?
Try to narrow the scope of the problem down as much as possible.
For example, if the system is dropping calls, are only IP Phone to IP
Phone calls affected? TDM to TDM calls? IP to TDM calls? or TDM to
trunk calls?
What troubleshooting steps have you taken? Have you been able to
eliminate any possible causes of the problem?
Is the problem occurring between IP to IP devices, IP and remote IP
devices, remote IP to IP devices, IP to TDM devices, and so forth?
Do you have a network diagram available?
• What is the DHCP configuration and settings in the network?
• IP Addressing scheme?
• VLAN configuration and settings?
• Layer 2 switch configuration and settings
• Layer 2 switch port statistics for FCS, collision, and duplex
mismatch
• Router configuration and settings.
denominator (router, only one side of subnet, etc.)?
If hardware, for example a controller or NSU, is affected, what is the
status of the LEDs?
Is there a common
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