Diagnostics & Troubleshooting; Troubleshooting Strategy - Avaya G860 Installing And Operating

16 Diagnostics & Troubleshooting
This section describes the recommended method for maintaining the Avaya G860
Media Gateway Media Gateways. Avaya provides a wide range of diagnostic tools to
enable users to easily identify an error condition and to provide a solution or work
around.
To facilitate system troubleshooting, be sure to enable the Syslog server. Refer to the
Element Management System User's Manual, Document #: LTRT-910xx for more
details about configuring the Syslog server. Also, refer to the Lock/Unlock
maintenance procedures in the Programmer's User's Manual, Document # LTRT-
962xx.
16.1

Troubleshooting Strategy

The goal of the maintenance procedures described in this section is, in the even of a
component failure, to return the Media Gateway to full capacity as rapidly as possible.
The maintenance philosophy is focused on locating the faulty component and
replacing it. The Media Gateway's components are not normally repaired at the
Customer's site. The following principles have been formulated to guide you in
troubleshooting the system:
Try connecting to the Media Gateway via the IP network. Locating the fault this way
could save you a visit to the site or save you time when you arrive.
Use a systematic process of elimination to try and identify the source of the problem.
Ask the users of the Media Gateway to describe the nature of the problem they have
encountered. Ask yourself questions such as these:
•
What is the scope of the problem?
•
Does it affect one particular interface, a group of interfaces, or the entire Media
Gateway?
•
What capabilities are affected?
•
Does the problem occur during daytime hours only, or also during the night?
•
Did the problem(s) start after any configuration changes or other operator
activities were made?
•
What is the likely source of the problem? A faulty interface or board? Loose or
incorrect cabling? A problem in the common equipment or configuration
definition?
Perform the simplest test first. For example, if a particular interface does not work,
check that the junction box cord is properly inserted and swap the interface cable to
another working interface to see if the fault lies in the interface, before checking the
wiring or the Media Gateway configuration.
16. Diagnostics & Troubleshooting
Issue 1 October 2007 171