Related Manuals for Nortel BM450
Summary of Contents for Nortel BM450
- Page 1 BCM450 Troubleshooting Guide BCM450 Business Communications Manager Document Status:Standard Document Number: NN40160-700 Document Version: 01.01 Date: August 2008...
- Page 2 Nortel Networks. Trademarks Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks. Microsoft, MS, MS-DOS, Windows, and Windows NT are trademarks of Microsoft Corporation. All other trademarks and registered trademarks are the property of their respective owners.
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Page 3: Table Of Contents
To view the BCM450 software inventory ...............48 To obtain updates from the Nortel Technical Support Web page........49 Advanced Troubleshooting ........51 Troubleshooting example 1 ...................51... - Page 4 Task List Understanding system messages ....... . 83 To set Release Reasons ....................83 Useful Troubleshooting Links .
- Page 5 Contents Chapter 1 Introduction ........... 9 Purpose .
- Page 6 Downloading software from the BCM450 webpage ......75 Downloading software from the Nortel web site ......77 Chapter 8 Troubleshooting Tools .
- Page 7 Contents Utilities ............. 80 Command Line Interface .
- Page 8 Getting Help from the Nortel Web site ........
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Page 9: Introduction
Chapter 1 Introduction The Nortel Business Communications Manager 450 (BCM450) provides private network and telephony management capability to small and medium-sized businesses. The BCM450 system integrates voice and data capabilities, and IP Telephony gateway functions into a single telephony system. It also enables you to create and provide telephony applications for use in a business environment. -
Page 10: Acronyms
Chapter 1 Introduction • Contacting Technical Support on page 99 Acronyms The following is a list of acronyms used in this guide. Table 1 List of acronyms Acronym Description Alarm Indication Signal Business Communications Manager Base Function Tray Basic Rate Interface Call by Call Call Detail Recording Carrier Failure Alarms... - Page 11 Chapter 1 Introduction Table 1 List of acronyms Acronym Description Out of Frame Point-to-Point Protocol Primary Rate Interface Private Branch Exchange PSTN Public Switched Telephone Network PVQM Proactive Voice Quality Monitoring Quality of Service Remote Alarm Indication Real-time Transport Protocol SFTP Secure File Transfer Protocol SNMP...
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Page 12: Symbols And Conventions Used In This Guide
Chapter 1 Introduction Symbols and conventions used in this guide These symbols are used to highlight critical information for the BCM450 system: Caution: Alerts you to conditions where you can damage the equipment. Danger: Alerts you to conditions where you can get an electrical shock. Warning: Alerts you to conditions where you can cause the system to fail or work improperly. -
Page 13: Related Publications
Chapter 1 Introduction Related publications Related publications are listed below. To locate specific information, you can refer to the Master Index of BCM450 Library (NN40020-100). BCM450 Administration and Security Guide (NN40160-601) BCM450 Installation Guide—System (NN40160-301) BCM450 Maintenance Guide (NN40160-503) Keycode Installation Guide (NN40010-301) BCM450 Configuration Guide—Devices (NN40160-500) BCM450 Configuration Guide—System (NN40160-501) BCM450 Telset Administration Guide (NN40020-604) - Page 14 Chapter 1 Introduction NN40160-700 NN40160-700...
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Page 15: Initial Troubleshooting
Chapter 2 Initial Troubleshooting You can better troubleshoot the problems on your network and reduce their impact by preparing for such events in advance. To do this, you must know the following: • that your system is properly installed and routinely maintained •... -
Page 16: Logical Connections
Chapter 2 Initial Troubleshooting Logical connections You must know how your devices are connected logically as well as physically. For example, while virtual LANs (VLANs) are not supported on the BCM450 system, VLANs may exist between IP sets connected to the BCM450. Device configuration information You should maintain online and paper copies of your device configuration information. - Page 17 Chapter 2 Initial Troubleshooting used to compare against the results that you get when your network is experiencing trouble. For example, ping each node to discover how long it typically takes to receive a response from devices on your network. Capture and save each device’s response time and when you are troubleshooting you can use these baseline response times to help you troubleshoot.
- Page 18 Chapter 2 Initial Troubleshooting NN40160-700 NN40160-700...
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Page 19: Hardware Troubleshooting
Chapter 3 Hardware Troubleshooting Use the tasks in this chapter to troubleshoot problems related to the BCM450 hardware components. Navigation • Troubleshooting the BCM450 hardware on page 19 • Power on self test on page 27 • Testing basic hardware functionality on page 28 •... -
Page 20: System Status Leds
Chapter 3 Hardware Troubleshooting System status LEDs The chassis of the BCM450 contains two LEDs: a Status LED and a Power LED. The Power LED is located at the bottom left of the chassis; the Status LED is immediately above it. The table System status LEDs states and descriptions on page 20 describes the meaning of the system status LEDs in the following situations:... - Page 21 Chapter 3 Hardware Troubleshooting LAN port LEDs Each LAN port on the main unit and expansion unit has two LEDs. These LEDs indicate the status of the connection for that LAN port. The figure LAN port LED locations on page 21 shows the location of these LEDs on the main unit.
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Page 22: Dtm Leds
Chapter 3 Hardware Troubleshooting Figure 2 MBM LEDs Power Status The table MBM LED descriptions on page 22 describes the possible MBM LED states. Table 3 MBM LED descriptions Power Status Description The MBM has no power, or a failure occurred on the MBM power converter. BCM450 to expansion unit failure or system initialization. - Page 23 Chapter 3 Hardware Troubleshooting Figure 3 DTM LEDs Power LED Status LED In service LED Loopback test LED Receive LEDs Transmit LEDs The table DTM LED functions on page 23 describes the functions of the DTM LEDs. Table 4 DTM LED functions Status Descriptions Power...
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Page 24: To Verify The Keycodes Using Element Manager
Chapter 3 Hardware Troubleshooting BRIM LEDs The BRIM has one additional LED beside each RJ-48C jack. These LEDs are on when the ISDN line is active. The figure BRIM LEDs on page 24 shows the location of the LEDs on a BRIM. Figure 4 BRIM LEDs Power LED Status LED... -
Page 25: To Verify The Keycodes Using Telset
Chapter 3 Hardware Troubleshooting Select the System folder and click the Keycodes task. The Keycodes panel displays and the installed features appear in the Keycodes list. To enter a new keycode, click Load File. Browse to where you saved the keycode file you downloaded from KRS. Click Open. -
Page 26: To Restart The System
Chapter 3 Hardware Troubleshooting To restart the system Use this procedure to restart the system from the Element Manager. Select Administration > Utilities > Reset. Click the appropriate reset button. Table 5 lists the Reset functions. Table 5 Reset functions Function Description Impact... -
Page 27: Viewing The Post Log File
Chapter 3 Hardware Troubleshooting To restart the system from the BCM450 hardware, use the reset button as described in Hardware reset functions on page 27. Table 6 Hardware reset functions Function Description Impact Press the Reset button on the Shuts down and reboots the Stops all services and restarts the BCM450 system BCM450 system... -
Page 28: Testing Basic Hardware Functionality
Chapter 3 Hardware Troubleshooting Figure 5 Example: Bootloader.log file with no errors Figure 6 Example: Boot file with errors Testing basic hardware functionality This section describes how to test the components of the BCM450 system, and how to troubleshoot them if they fail the test. Use the following procedures to help isolate and identify problems with your BCM450 hardware: •... -
Page 29: To Test The Main Unit
Chapter 3 Hardware Troubleshooting To test the main unit If you have the digital station feature included in your installed keycode, use the following test to ensure the main unit is operating properly: Go to an extension that is connected to the RJ-21 telephony connector on the main unit. Check for a dial tone. -
Page 30: To Troubleshoot The Expansion Unit
Chapter 3 Hardware Troubleshooting Check for a dial tone. Use this extension to make a call to another extension on the system. If the expansion unit has an MBM that supports lines, go to an extension that has access to one of the lines on the MBM. -
Page 31: Troubleshooting The Fem
Chapter 3 Hardware Troubleshooting Go to an extension that has access to one of the lines on the MBM if it is a trunk MBM. Select the line or line pool to which the line belongs. Check for a dial tone. Use this extension to make a call to another extension on the system if it is a station MBM. -
Page 32: To Determine Why There Is No Dial Tone At The Ata2
Chapter 3 Hardware Troubleshooting Check that the correct feature for digital sets is included in your installed keycode. Verify that the ATA2 is connected to a digital station port. Allow sufficient startup time (30–60 sec). Plug an analog device into the phone port of the ATA2 and check for a dial-tone. In Element Manager, verify that the ATA 2 is correctly configured: Select Configuration >... - Page 33 Chapter 3 Hardware Troubleshooting Figure 7 Reset switch location Reset button Some possible situations in which you use the reset feature are: • If the BCM450 system is configured incorrectly to an extent that it is no longer functional. The customer must use a level 1 reset to return to the default system programming and restore a previous configuration or reconfigure the system.
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Page 34: To Perform A Level 1 Reset (Configuration Reset)
Chapter 3 Hardware Troubleshooting Activate the reset feature You activate the reset feature through the Maintenance CLI or the Configuration CLI. When you initiate a reset from the CLI menu, no further action is needed to complete the reset. You can monitor the progress of the reset by observing the LED states, or through the serial connection.It is important that you wait for the system to complete the reset before taking any further action;... - Page 35 • no flow control Use a terminal emulation program, such as Hyperterminal or Nortel CLI Manager, to establish a connection to the BCM450. Reboot the system and observe the boot process. Figure 8 shows an example of a boot process when there is failed or missing memory;...
- Page 36 Chapter 3 Hardware Troubleshooting Figure 8 Boot process with failed or missing memory Figure 9 Boot process with failed or missing hard drive NN40160-700 NN40160-700...
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Page 37: Software Troubleshooting
Chapter 4 Software Troubleshooting Use the information in this chapter to troubleshoot problems related to the BCM450 software components. Navigation Complete the following tasks, in the order shown below, to troubleshoot some of the common problems that you may encounter with the BCM450 software: •... -
Page 38: To Check Line Programming
Chapter 4 Software Troubleshooting — The Restrictions tabbed panel allows you to define which restrictions will be active for individual lines. Note that lines that are assigned to the same line pool will automatically assign the same restrictions. — The Assigned DNs tabbed panel provides a quick way to assign lines to telephones. - Page 39 Tips: External lines and telephones must be programmed to use one of the Scheduled Services: Ringing, Restriction, and Routing Services. For maximum flexibility, Nortel recommends that you create two different control telephones, one for the lines and one for the telephones.
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Page 40: Properties
Chapter 4 Software Troubleshooting Table 7 Trunk/Line Data main panel (Sheet 3 of 3) Attribute Value Description Pub. <digits associated with a Specify the digits the system will use to identify a call from Received # specific target line> the public network to this target line. (Target lines •... - Page 41 Chapter 4 Software Troubleshooting Figure 10 Properties details panel Table 8 on page 41 defines the fields on this panel and indicates the lines. Table 8 Properties line settings (Sheet 1 of 2) Attribute Value Description Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS = DPNSS;...
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Page 42: Preferences
Chapter 4 Software Troubleshooting Table 8 Properties line settings (Sheet 2 of 2) Attribute Value Description Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS = DPNSS; VoIP = VoIP; TL = Target. Note: PRI fields are all included under the main table. Signaling E&M WinkStart... - Page 43 Chapter 4 Software Troubleshooting Table 9 defines the fields on this panel and indicates the lines. Table 9 Preferences details fields for lines (Sheet 1 of 3) Attribute Value Description Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS = DPNSS;...
- Page 44 Chapter 4 Software Troubleshooting Table 9 Preferences details fields for lines (Sheet 2 of 3) Attribute Value Description Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS = DPNSS; VoIP = VoIP; TL = Target and DASS2. Note: PRI fields are all included under the main panel.
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Page 45: Restrictions
Chapter 4 Software Troubleshooting Table 9 Preferences details fields for lines (Sheet 3 of 3) Attribute Value Description Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS = DPNSS; VoIP = VoIP; TL = Target and DASS2. Note: PRI fields are all included under the main panel. -
Page 46: To Restore Data From An Archive
Chapter 4 Software Troubleshooting Assigned DNs The Assigned DNs tabbed panel displays the DN properties for lines that are assigned to telephones. This information can also be configured on the DN record. Any information added, deleted or modified in this table reflects in the DN record. Note: Lines that do not allow single-line assignment, such as PRI lines and VoIP lines, will not display this tabbed panel. -
Page 47: To Restore The Factory Configuration
BCM450 and would like to erase the settings programmed on your device. Although you can select individual components to restore, Nortel recommends that you restore all components when using this option. In the task panel, click the Administration tab. -
Page 48: To View The Bcm450 Software Inventory
View the details in the Software Component Version Information table. Obtaining software updates Before you can apply a software update to your BCM450, you must obtain the software update and unzip the file. Authorized Nortel partners can download BCM450 software updates from the Nortel Technical Support web page. NN40160-700... -
Page 49: To Obtain Updates From The Nortel Technical Support Web Page
Chapter 4 Software Troubleshooting To obtain updates from the Nortel Technical Support Web page In your web browser, enter www.nortel.com/cs and then click the Go button. The Nortel Technical Support Web page opens. Download the required updates. Create a directory for each update and unzip the downloaded file into a directory. - Page 50 Chapter 4 Software Troubleshooting NN40160-700 NN40160-700...
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Page 51: Advanced Troubleshooting
Chapter 5 Advanced Troubleshooting This chapter contains examples of advanced troubleshooting procedures. You must be a system administrator to perform these procedures. Navigation • Example 1: Cannot dial out from an analog trunk on page 51 • Example 2: Cannot dial out from a SIP or H323 VoIP trunk on page 53 •... - Page 52 Chapter 5 Advanced Troubleshooting Select Configuration > Telephony > Lines > Active Physical Lines. Select the appropriate line and verify that it is provisioned correctly. The Line Type should be Pool A, the Trunk Mode should be Supervised, and the Dial Mode should be Tone. Select Configuration >...
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Page 53: Troubleshooting Example 2
Chapter 5 Advanced Troubleshooting Select the BCM Info tab and verify the status of the line. Example 2: Cannot dial out from a SIP or H323 VoIP trunk When you cannot dial out from a SIP or H323 VoIP trunk, you may experience the following problems in your network: •... - Page 54 Chapter 5 Advanced Troubleshooting Verify that the appropriate keycode is active. For H323 trunks, the keycode is VoIP GW Trunk, and for SIP trunks, the keycode is SIP GW Trunk. Select Configuration > Telephony > Lines > Active VoIP Lines. Select the appropriate line and verify that the Control Set and Prime Set are provisioned correctly.
- Page 55 Chapter 5 Advanced Troubleshooting Click the Add button to open the Add Remote Gateway dialog box. Verify that the remote gateway is configured correctly. Select Configuration > Telephony > Dialing Plan > Routing and select the Routes tab. Verify that the route is configured correctly. Select Configuration >...
- Page 56 Chapter 5 Advanced Troubleshooting Note: Ensure that the Absorbed Length is configured to the expected dialing plan. Select Configuration > Telephony > Sets > Active Sets and select the Line Access tab. NN40160-700 NN40160-700...
- Page 57 Chapter 5 Advanced Troubleshooting 10 Highlight the appropriate set and select the Line Pool Access tab. Verify that the set has access to VoIP trunks 11 Select Configuration > Telephony > Dialing Plan > Private Network and ensure that the Private Network Type is set to CDP or UDP.
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Page 58: Example 3: Ip Set Is Not Registering With The Bcm450
Chapter 5 Advanced Troubleshooting Note: In this example, the dialing plan is configured for a CDP Network with the recommended minimum 4 digit Private DN length Example 3: IP set is not registering with the BCM450 When an IP set cannot register with the BCM450, you may notice the following problem in your network: •... -
Page 59: Troubleshooting Example 3A
Chapter 5 Advanced Troubleshooting If the number of phones connected does not exceed the number of licenses, and does not exceed the maxium number of IP sets supported, use the procedure Troubleshooting example 3b on page 59 to verify the configuration of the IP phone. Troubleshooting example 3a Select Configuration >... -
Page 60: Example 4: Cannot Install Keycode Or Invalid Keycode Application
Chapter 5 Advanced Troubleshooting Verify S1/S2 IP address & Port settings on phone (Port 7000 for BCM) Example 4: Cannot install keycode or invalid keycode application When you cannot install a keycode, or have an invalid keycode application, you will see the following message: “Error Happened. -
Page 61: Troubleshooting Example 4
In Element Manager, select Configuration > System > Keycodes and click the Connect to Nortel Keycode Retrieval System button. In the Element Manager, select Help > About. Verify that the installed version is the latest version of the software. -
Page 62: Troubleshooting Example 5
Chapter 5 Advanced Troubleshooting Troubleshooting example 5 Check that the LED indicators on the BCM Chassis are solid green. Verify the physical connection from the carrier demarcation; ensure that the cable is securely connected. Verify the physical connection from the carrier demarcation to the BCM450 equipment; ensure that the cable is securely connected. - Page 63 Chapter 5 Advanced Troubleshooting Select the Provision Lines tab and verify that the lines are correctly provisioned. Select Configuration > Telephony > Dialing Plan > Routing and select the Routes tab. Verify that the route is configured correctly Select Configuration > Telephony > Dialing Plan > Routing and select the Destination Codes tab.
- Page 64 Chapter 5 Advanced Troubleshooting Note: Ensure that the Absorbed Length is configured to the expected dialing plan. 10 Select Administration > Telephony Metrics > Trunk Module Metrics and select the DTM module. Verify that the State of the DTM module is Enabled. 11 Select the CSU Alarm History tab and check the alarm status of the module.
- Page 65 Chapter 5 Advanced Troubleshooting 12 Select Administration > Telephony Metrics > CBC Limit Metrics and verify calls were not denied due to exceeding CBC limits. 13 Select Administration > Utilities > BCM Monitor and click the Launch BCM Monitor button. BCM450 Troubleshooting Guide...
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Page 66: Example 6: Meetme Conferencing Commands Do Not Work, Or Conferencing Is Busy
Chapter 5 Advanced Troubleshooting 14 Select the Line Monitor tab and verify the status of the line; select the UIP tab and verify the call set up. Example 6: MeetMe Conferencing commands do not work, or conferencing is busy Use the following procedure to troubleshoot problems with MeetMe Conferencing. NN40160-700 NN40160-700... -
Page 67: Troubleshooting Example 6
Chapter 5 Advanced Troubleshooting Troubleshooting example 6 Select Configuration > Resources > Application Resources and select the VoiceMail + CC application. Increase the maximum number of application resources (voice ports) for Voice Mail + CC. Example 7: Unable to apply a software update from a USB storage device Use the following procedure when a software update from a USB storage device fails. -
Page 68: Example 8: Element Manager Incorrectly Shows Expansion Cabinet As Empty
Chapter 5 Advanced Troubleshooting Example 8: Element Manager incorrectly shows expansion cabinet as empty Use the following procedure when a module is installed in the expansion cabinet, but the Element Manager shows the expansion cabinet as empty, and the MBM is not active. Select Configuration >... -
Page 69: Recovery Trees
Chapter 6 Recovery trees The chapter provides recovery trees for common troubleshooting scenarios. Navigation • System is not processing calls on page 69 • Start-up profile fails on page 70 • Cannot access BCM450 through Element Manager on page 71 •... -
Page 70: Start-Up Profile Fails
Chapter 6 Recovery trees Figure 12 System is not processing calls Start-up profile fails Use the following flowchart when the start-up profile of the BCM450 fails. NN40160-700 NN40160-700... -
Page 71: Cannot Access Bcm450 Through Element Manager
Chapter 6 Recovery trees Figure 13 Start-up profile fails Cannot access BCM450 through Element Manager Use the following flowchart when you cannot access the BCM450 through Element Manager. BCM450 Troubleshooting Guide... - Page 72 Chapter 6 Recovery trees Figure 14 Cannot access BCM450 through Element Manager NN40160-700 NN40160-700...
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Page 73: Bcm450 Shuts Down Unexpectedly
Chapter 6 Recovery trees BCM450 shuts down unexpectedly Use the following flowchart when the BCM450 shuts down unexpectedly. Figure 15 Unexpected shutdown BCM450 Troubleshooting Guide... - Page 74 Chapter 6 Recovery trees NN40160-700 NN40160-700...
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Page 75: Downloading Software
• Downloading software from the BCM450 webpage on page 75 • Downloading software from the Nortel web site on page 77 Downloading software from the BCM450 webpage The BCM450 web page facilitates the download of applications, documentation, and other information necessary for running the BCM450 and its services. You connect to the BCM450 web page by typing the IP address of your BCM450 device into your browser. -
Page 76: To Download Software From The Bcm450 Webpage
Chapter 7 Downloading Software Table 12 Applications available on BCM450 web page (Continued) Application User Administrator Business Applications Reporter Applications Activity Reporter Basic Activity Reporter Contact Center Applications Reporting for Contact Center Contact Center Reporting Server Multimedia Contact Center IP View Softboard Administrator Applications Administrator Management Tools CallPilot Manager... -
Page 77: Downloading Software From The Nortel Web Site
Select the link for the specific application or tool that you want to download and select the download link. Downloading software from the Nortel web site To download software from the Nortel Web site, see the following web site: http://www.nortel.com/downloadingcontent BCM450 Troubleshooting Guide... - Page 78 Chapter 7 Downloading Software NN40160-700 NN40160-700...
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Page 79: Troubleshooting Tools
Chapter 8 Troubleshooting Tools The BCM450 system provides several tools that you can use to diagnose problems. Navigation • Service Management on page 79 • Status and Metrics on page 79 • Utilities on page 80 • Command Line Interface on page 80 Service Management You can use the Element Manager to view a list of the services that are running on your BCM450... -
Page 80: Utilities
Chapter 8 Troubleshooting Tools • Hunt Group Metrics—Access the Hunt Group metrics to evaluate total call processing by hunt group member. • PSTN Fallback Metrics—View how many fallback attempts and fallback failures occur within a specific period using the PSTN Fallback Metrics panel. •... -
Page 81: Accessing The Cli Through A Serial Connection
Caution: The CLI is intended for use by experienced technicians, or as directed by Nortel Technical Support. Improper use of the CLI may result in data loss. Connect a serial cable with a 9-pin female connector from the serial port on a PC to the serial port on the BCM450. -
Page 82: Using The Maintenance Cli
Chapter 8 Troubleshooting Tools • 2—Shutdown. The system shuts down. You need physical access to the BCM450 hardware to restart the system. • 3—Safe OS. The system reboots to the Safe OS and waits 1 minute for you to login. When you login within 1 minute, the Maintenance CLI displays. -
Page 83: Understanding System Messages
Chapter 9 Understanding system messages The BCM450 system generates alarms, logs, traps, and other system messages that you can use to troubleshoot problems. Alarms, logs, and traps For information about system messages, see the following chapters in the BCM450 Fault and Performance Management Guide (NN40160-701): •... - Page 84 Chapter 9 Understanding system messages Table 13 Release reasons Attributes Values Description Detailed No setting A detailed explanation of the Cause code is provided. Cause check box This check box appears when you select Simple in the Release Reason Code Text drop-down menu.
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Page 85: Useful Troubleshooting Links
Knowledge and Solution Engine The Knowledge and Solution Engine allows you to search an entire database of Nortel technical documents, troubleshooting solutions, software, and technical bulletins. The document types available from the Knowledge and Solution Engine include the following: •... -
Page 86: To Use The Knowledge And Solution Engine
Chapter 10 Useful Troubleshooting Links To use the Knowledge and Solution Engine Go to the Nortel Web site: www.nortel.com Log in using user name and password. Select SUPPORT & TRAINING. Select ONLINE SELF-SERVICE, and then select Knowledge Base. The Online Self-Service page appears and shows the Knowledge and Solution Engine. For information on performing your search, click the Search Tips link. -
Page 87: Frequently Asked Questions
Chapter 11 Frequently Asked Questions The chapter provides answers to frequently asked questions. Navigation • Backup, restore, and reset operations on page 87 • Password protection on page 89 • Fault management on page 90 • System and status information on page 91 •... -
Page 88: To Restore Data From The Bcm450
Chapter 11 Frequently Asked Questions Click the Yes button to proceed. A progress window opens. When the backup is complete, the Backup Complete message appears. Click the OK button. How do I restore the BCM450 from a previous backup? Use the following procedure to restore the BCM450 database. To restore data from the BCM450 In the task panel, click the Administration tab. -
Page 89: Completing A Warm Or Cold Reset
How do I recover a lost password for the BCM450? There is a Nortel support default user which cannot be deleted or modified. This account is set up to allow Nortel troubleshooting technicians to access areas of the system that are not available to other users. -
Page 90: To View An Alarm
Chapter 11 Frequently Asked Questions Fault management This section answers the following frequently asked question: • How do I view Alarms? Can I acknowledge and clear them? on page 90 How do I view Alarms? Can I acknowledge and clear them? When you view an alarm on the alarms panel, you can change the order of the columns in the table and you can sort alarms. -
Page 91: To Acknowledge An Alarm
Chapter 11 Frequently Asked Questions To change the order of columns in the Alarm table, select a column and drag it left or right to the desired location, and release it. To view a column by ascending or descending order, click the column heading. To acknowledge an alarm Click the Administration tab. - Page 92 Chapter 11 Frequently Asked Questions Click the Transfer button. The Transfer To window opens. Select the log file categories that you want to include in the log file transfer. All the log files associated with the selected categories will be transferred. Click the OK button.
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Page 93: Capturing The Current Configuration
In the Files of type: field, choose the format in which you want to save the data (HTML or Microsoft Excel spreadsheet). Enter a File name. Nortel recommends that you make the current date and system name part of the file name. -
Page 94: Viewing The System Health
Chapter 11 Frequently Asked Questions Click on Save. Note: The Save All Data selection can take up to 45 minutes to complete. Your computer must stay connected to the element during this time, as the Save All Data function is actively writing into the file specified until the function is complete. -
Page 95: Verify The Current Software Revision
Chapter 11 Frequently Asked Questions Verify the current software revision Select Configuration > Sytem > Identification. How do find the BCM450 System ID and Serial Number? Use the following procedure to view the system ID and serial number. Viewing the system ID and serial number Select Administration >... -
Page 96: What Is An Ethernet Loop, And How Do I Avoid Creating One
Chapter 11 Frequently Asked Questions What is an Ethernet loop, and how do I avoid creating one? The BCM450 does not support the Bridging Protocol Data Unit (BPDU), and therefore, you must be careful not to create Ethernet lops in the network while connected ot these two ports. Figure 17 shows and Ethernet loop and how to avoid it. - Page 97 Chapter 11 Frequently Asked Questions • Subnet mask: 255.255.255.0 The default addresses of the customer LAN port are: • IP address: 192.168.2.2 • Subnet mask: 255.255.254.0 BCM450 Troubleshooting Guide...
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Page 99: Contacting Technical Support
If you have been unable to resolve an issue using the information and steps provided in this guide, use the information in this chapter to contact Nortel Technical Support. This chapter identifies all of the critical information that you must gather before contacting Nortel Technical Support. -
Page 100: Getting Help From The Nortel Web Site
Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. -
Page 101: Getting Help From A Specialist By Using An Express Routing Code
To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to: www.nortel.com/erc... - Page 102 Chapter 12 Contacting Technical Support NN40160-700 NN40160-700...