Nortel BCM50 Troubleshooting Manual
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Nortel BCM50 Troubleshooting Manual

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See also: Administration Manual , Configuration Manual
BCM50 Troubleshooting Guide
BCM50 3.0
Business Communications Manager
Document Status:Standard
Document Number: NN40020-700
Document Version: 01.01
Date: December 2007

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  • Page 1 BCM50 Troubleshooting Guide BCM50 3.0 Business Communications Manager Document Status:Standard Document Number: NN40020-700 Document Version: 01.01 Date: December 2007...
  • 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.

  • Page 3: Table Of Contents

    To view the BCM50 software inventory .................48 To obtain updates from the Nortel Technical Support Web page........49 Advanced Troubleshooting ........51 Troubleshooting example 1 ...................51...
  • Page 4 Frequently Asked Questions ........79 To perform a backup .....................79 To restore data from the BCM50 ...................80 Completing a warm or cold reset ...................80 Recovering a lost password ..................81...
  • Page 5 Troubleshooting the BCM50 hardware ........
  • Page 6 Verify the software inventory ..........48 Viewing the inventory of BCM50 software ......48 Obtaining software updates .

  • Page 7: Contents

    How do I find the BCM50 system health? ....... 86...
  • Page 8 Contents NN40020-700 NN40020-700...

  • Page 9: Introduction

    Audience The BCM50 Troubleshooting Guide is for use by network administrators responsible for maintaining BCM networks that include BCM50 devices. This guide is also useful for network operations center (NOC) personnel supporting a BCM50 managed services solution. To use this guide, you must: •...

  • Page 10: Acronyms

    Chapter 1 Introduction Acronyms The following is a list of acronyms used in this guide. Table 1 List of acronyms Acronym Description 3DES Triple Data Encryption Standard Analog Encryption Standard Alarm Indication Signal Business Communications Manager Basic Rate Interface Call by Call Call Detail Recording Carrier Failure Alarms CLID...
  • Page 11 Secure File Transfer Protocol SNMP Simple Network Management Protocol Secure Shell Secure Socket Layer Unavailable Seconds Uninterrruptable Power Supply Universal Serial Bus VoIP Voice over Internet Protocol VLAN Virtual Local Area Network Virtual Private Network Wide Area Network BCM50 Troubleshooting Guide...

  • 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 BCM50 system: Caution: Alerts you to conditions where you can damage the equipment. Danger: Alerts you to conditions where you can get an electrical shock.

  • 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 BCM50 Library (NN40020-100). BCM50 Administration Guide (NN40020-600) BCM50 Installation and Maintenance Guide (NN40020-302) Keycode Installation Guide (NN40010-301) BCM50 Device Configuration Guide (NN40020-300)
  • Page 14 Chapter 1 Introduction NN40020-700 NN40020-700...

  • Page 15: Initial Troubleshooting

    Proper installation and routine maintenance See the BCM50 Installation and Maintenance Guide (NN40020-302) for detailed installation information. This document also outlines the routine tasks required for operating the BCM50. Network configuration To keep track of your network’s configuration, gather the information described in the following sections.

  • Page 16: Logical Connections

    Chapter 2 Initial Troubleshooting Logical connections With virtual LANs (VLANs), you must know how your devices are connected logically as well as physically. Device configuration information You should maintain online and paper copies of your device configuration information. Ensure that all online data is stored with your site’s regular data backup. If your site does not have a backup system, copy the information onto a backup disk (such as a CD or zip disk) and store the backup disk at an offsite location.

  • Page 17: Hardware Troubleshooting

    Chapter 3 Hardware Troubleshooting Use the tasks in this chapter to troubleshoot problems related to the BCM50 hardware components. Navigation • Troubleshooting the BCM50 hardware on page 17 • Testing basic hardware functionality on page 27 Troubleshooting the BCM50 hardware...
  • Page 18 25 System status LEDs The two system status LEDs on the BCM50 main units (BCM50, BCM50a, BCM50e, BCM50b, BCM50ba, and BCM50be) show the current state of the BCM50 system. You can view the system status LEDs on the faceplate and on the top of the main unit. See the...
  • Page 19 Chapter 3 Hardware Troubleshooting During BCM50 system startup or reboot, the system status LEDs move through a sequence of state changes. If either the power LED or status LED is yellow, the system is initializing and is not ready for service. The table...
  • Page 20 Chapter 3 Hardware Troubleshooting Figure 2 LAN port LED locations LAN port LAN port LEDs Expansion port Router card LAN ports LAN ports Expansion/ LAN ports The table LAN port and expansion port LED indicators on page 20 describes the possible LED states for the LAN ports LEDs.
  • Page 21 The three Ethernet router LEDs on the BCM50e and BCM50be main units monitor the router status and the WAN port. The figure Ethernet router LEDs on the BCM50e and BCM50be main units (BCM50e shown) on page 22 shows the location of the three Ethernet router LEDs. BCM50 Troubleshooting Guide...
  • Page 22 Chapter 3 Hardware Troubleshooting Figure 4 Ethernet router LEDs on the BCM50e and BCM50be main units (BCM50e shown) Router WAN port status LEDs WAN port LEDs The table LAN port LED indicators on page 22 describes the possible Ethernet router LED states. Table 5 LAN port LED indicators Status Description...
  • Page 23 Power Status Description The MBM has no power, or a failure occurred on the MBM power converter. BCM50 to expansion unit failure or system initialization. Blinking Hardware is working, but an operational problem exists such as: • no link to the main unit is detected •...
  • Page 24 Chapter 3 Hardware Troubleshooting DTM LEDs The DTM has additional LEDs that are not on most other MBMs. The figure DTM LEDs on page 24 shows the location of the DTM LEDs. Figure 7 DTM LEDs Power LED Status LED In service LED Loopback test LED Receive LEDs...

  • Page 25: To Verify The Keycodes Using Element Manager

    — the USB hub to both the UPS and the BCM50 — the UPS and the electrical outlet, — the connection from the power supply to both the UPS and the BCM50 main unit • the lines and extensions connected through the RJ-21 telephony connector •...

  • Page 26: To Verify The Keycodes Using Telset

    Use the soft keys to modify the keycode for your system. Restart the system You can use the Reset utility in Element Manager to: • reboot the BCM50 system • perform a warm reset of telephony services • perform a cold reset of telephony services •...

  • Page 27: To Restart The System

    WAN. Testing basic hardware functionality This section describes how to test the components of the BCM50 system, and how to troubleshoot them if they fail the test. Use the following procedures to help isolate and identify problems with your BCM50 hardware: •...

  • Page 28: To Test The Main Unit

    Check the wiring to the main unit and to the MBMs. Make sure that the cables are properly seated and are connected to the correct ports. Reboot the BCM50 system. Check LEDs. Use Element Manager or the Telset Administration feature to check the programming for the lines or extensions that failed the call test.

  • Page 29: To Test The Expansion Unit

    Use Element Manager or Telset Admin to check the programming for the lines or extensions connected to the MBM. Reboot the system to ensure that the BCM50 main unit functions correctly. If the programming is incorrect, use the Backup and Restore Utility to load a recent backup of system programming.

  • Page 30: To Test The Mbm

    If the MBM is a GASM or GATM, all the switches on the right are not set to on. To check the MBM switches, you must remove the MBM from the expansion unit. For imore information, see the BCM50 Installation and Maintenance Guide. NN40020-700...

  • Page 31: To Determine Why The Ata 2 Does Not Function

    BCM50 hardware and ATA2. Reset to factory settings This section describes how to reset the BCM50 system to the factory settings or a stable working condition using the reset switch (see the figure Reset switch location on page 32).
  • Page 32 Some possible situations in which you use the reset feature are: • If the BCM50 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.

  • Page 33: To Perform A Level 1 And Level 2 Reset

    As you press the reset switch, the LEDs blink in a predefined fashion to guide and confirm user input. The various states of the power and status LEDs indicate the following: • A blinking power LED indicates a user input window; the BCM50 system is waiting for user input. •...
  • Page 34 Chapter 3 Hardware Troubleshooting Figure 10 Level 1 and Level 2 reset sequence Reset query state Level 1 reset pending Level 2 reset pending Level 1 reset confirm Perform level 1 reset Level 2 reset confirm Perform level 2 reset System is ready System reboots (Reset request cancelled)
  • Page 35 Press reset switch; Awaiting Level 2 reset system proceeds to Wait five seconds Flashing red Flashing red confirmation Nortel factory mode (do not use) System performs Level 2 reset; all configuration Solid red Solid red programming and Do not press reset...
  • Page 36 Chapter 3 Hardware Troubleshooting NN40020-700 NN40020-700...

  • Page 37: Software Troubleshooting

    Chapter 4 Software Troubleshooting Use the information in this chapter to troubleshoot problems related to the BCM50 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 BCM50 software: •...

  • Page 38: To Check Line Programming

    DN records panels to assign line pools to telephones. Check line programming Use the following procedure to check line programming in your BCM50 system. To check line programming In the Task Navigation Panel, select the Configuration tab.
  • 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.

  • Page 40: Properties

    Chapter 4 Software Troubleshooting Table 12 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 Short CO Select the appropriate loss/gain and impedance settings for Medium CO each line. Long CO Short PBX Long PBX Impedance (Ohms) Loop (analog only) 600 ohm-900 ohm The GATM can be set to a specific impedance level. BCM50 Troubleshooting Guide...

  • Page 42: Preferences

    Select the line tuning digit to use. When a trunk is connected, the BCM50 starts a call and sends this digit to the CO to turn off the dial tone signal, and then tests the line to optimize the trunk levels.
  • Page 43 = DPNSS; VoIP = VoIP; TL = Target and DASS2. Note: PRI fields are all included under the main panel. Auto privacy Loop E&M VoIP <check box> Define whether one BCM50 user can select a line in use at another telephone to join an existing call. Full autohold Loop DPNSS VoIP <check box>...
  • Page 44 Busy Tone Busy tone only works for PRI trunks. Tips: The duration of an open switch interval (OSI) before BCM50 disconnects a call is programmed by the Disconnect timer setting. Voice Message Loop E&M...

  • Page 45: Restrictions

    (controls outgoing calls) Remote Restrictions <00-99> Enter the restriction filter that applies to each schedule. - Use Filter This setting provides call controls for incoming calls over a private network or from remote user dialing in over PSTN) BCM50 Troubleshooting Guide...

  • Page 46: To Restore Data From An Archive

    This section provides the procedures to follow to restore system data from an archive file, and to restore factory defaults. For information about the effects of performing a restore operation, or about optional components, see the BCM50 Administration Guide (NN40020-600) Restoring data from an archive Caution: A backup operation can interrupt services running on the BCM50.

  • Page 47: To Restore The Factory Configuration

    To restore the factory configuration Your BCM50 is delivered with a backup file that was created at the factory. This file can be a helpful starting point if you decide to completely re-configure your BCM50 and would like to erase the settings programmed on your device.

  • Page 48: To View The Bcm50 Software Inventory

    View the details in the Software Component Version Information table. Obtaining software updates Before you can apply a software update to your BCM50, you must obtain the software update and unzip the file. Authorized Nortel partners can download BCM50 software updates from the Nortel Technical Support web page.

  • 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 NN40020-700 NN40020-700...

  • Page 51: Advanced Troubleshooting

    Use the following procedure when you cannot dial out from an analog trunk. Troubleshooting example 1 Check that the LED indicators on the BCM50 Chassis and the MBM are solid green. Using an analog test set, verify that a dial tone is present at the MBM termination point.
  • Page 52 Verify that the appropriate keycode is active. For analog trunk modules, the keycode is Exp Port, and for BCM50 built-in trunks (main chassis), the keycode is Int Analog Trunk. Select Configuration > Resources > Telephony Resources and select the appropriate trunk.
  • Page 53 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. BCM50 Troubleshooting Guide...
  • Page 54 Chapter 5 Advanced Troubleshooting Select Configuration > Telephony > Sets > Active Sets. Select the appropriate set and verify that it is provisioned correctly. On the Line Assignment tab, verify that the Appearance Type is one of the following: appear only, appear and ring, or ring only. Select Administration >...

  • Page 55: Troubleshooting Example 2

    From the Element Manager, select Configuration > System > Keycodes to view the list of installed features. 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. BCM50 Troubleshooting Guide...
  • Page 56 Chapter 5 Advanced Troubleshooting Select Configuration > Telephony > Lines > Active VoIP Lines. Select the appropriate line and verify that the Control Set and Prime Set are provisioned correctly. Select Configuration > Resources > Telephony Resources and select the appropriate trunk. NN40020-700 NN40020-700...
  • Page 57 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. Verify that the destination code is configured correctly. BCM50 Troubleshooting Guide...
  • Page 58 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. NN40020-700 NN40020-700...
  • Page 59 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. BCM50 Troubleshooting Guide...

  • Page 60: Troubleshooting Example 3

    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 BCM50 When an IP set cannot register with the BCM50, you may notice the following problem in your network: •...

  • Page 61: Example 4: Cannot Install Keycode Or Invalid Keycode Application

    “Error Happened. Error detail; Invalid Keycode File.” Use the following procedure when you cannot install a keycode, or when a keycode application is invalid. For further information about keycodes, see the Keycode Installation Guide (NN40010-301). BCM50 Troubleshooting Guide...

  • Page 62: 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 63: Troubleshooting Example 5

    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 BCM50 equipment; ensure that the cable is securely connected. If you are using SL-1 or ETSI QSIG, verify that the MCDN keycode is active. From the Element Manager, select Configuration >...
  • Page 64 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 65 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. BCM50 Troubleshooting Guide...
  • Page 66 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. NN40020-700 NN40020-700...

  • Page 67: Example 6: Meetme Conferencing Commands Do Not Work, Or Conferencing Is Busy

    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. BCM50 Troubleshooting Guide...

  • Page 68: 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. NN40020-700 NN40020-700...

  • Page 69: Downloading Software

    BCM50 and its services. You connect to the BCM50 web page by typing the IP address of your BCM50 device into your browser. A valid user name and password are required in order to access the web page.

  • Page 70: To Download Software From The Bcm50 Webpage

    To download software from the BCM50 webpage Connect to the BCM50 web page: — If the BCM50 is installed on the network use a browser and type in the BCM50 IP address as the URL in the following format: http://xxx.xxx.xxx.xxx...

  • Page 71: Downloading Software From The Nortel Web Site

    Chapter 6 Downloading Software — If the BCM50 is installed but not yet configured, connect directly to the BCM50 through the OAM port and, using a browser, type the following: http://10.10.11.1/ Enter the user name and password to be authenticated on the BCM50 web page.
  • Page 72 Chapter 6 Downloading Software NN40020-700 NN40020-700...

  • Page 73: Troubleshooting Tools

    Utilities on page 74 Service Management You can use the Element Manager to view a list of the services that are running on your BCM50 system. For information about service management on the BCM50, see “Using the BCM50 Service Managment System” in the BCM50 Administration Guide (NN40020-600).

  • Page 74: Utilities

    BCM50 provides the following utilities: • BCM Monitor—BCM Monitor is a stand-alone diagnostic application that the system administrator can use to view real-time system and IP telephony information about BCM50 systems. • Ping—Ping (Packet InterNet Groper) is a utility that you can use to verify that a route exists between the BCM50 and another device.

  • Page 75: Understanding System Messages

    Chapter 8 Understanding system messages The BCM50 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 BCM50 Administration Guide (NN40020-600): •...
  • Page 76 Chapter 8 Understanding system messages Table 18 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.

  • Page 77: Useful Troubleshooting Links

    Use the information in this chapter to find additional reference information when you are troubleshooting a problem with the BCM50 system. As part of your initial troubleshooting, Nortel recommends that you check these resources for information about known issues and for solutions related to the problem you are experiencing.

  • Page 78: To Use The Knowledge And Solution Engine

    Chapter 9 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 79: Frequently Asked Questions

    How do I back up the database? on page 79 • How do I restore the BCM50 from a previous backup? on page 80 • How do I complete a Warm Reset or Cold Reset? Is it safe and will I lose customer data?

  • Page 80: To Restore Data From The Bcm50

    Chapter 10 Frequently Asked Questions Click the OK button. How do I restore the BCM50 from a previous backup? Use the following procedure to restore the BCM50 database. To restore data from the BCM50 In the task panel, click the Administration tab.

  • Page 81: Recovering A Lost Password

    How do I recover a lost password for the BCM50? 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 82: To View An Alarm

    Chapter 10 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 82 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 83: To Acknowledge An Alarm

    You can capture or transfer logs from the BCM50 using Element Manager, or from the BCM50 Web page. When you use the BCM50 Web page to transfer log files, you cannot choose the log file categories that you will transfer; all the log files in all the categories will be transferred.
  • Page 84 In your web browser, type the IP address of the BCM50 and click the Go button. The login screen opens. Log in to the BCM50 using the same username and password that you use to log into a BCM50 using the Element Manager.

  • Page 85: 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 86: Viewing The System Health

    How do I find the BCM50 system health? You can use the BCM Monitor to view information about system health. The Usage Indicators tab on the BCM Monitor displays real time information about the BCM50 system, including: • BCM50 system data, including CPU and memory use •...

  • Page 87: Verify The Current Software Revision

    Verify the current software revision Select Configuration > Sytem > Identification. How do find the BCM50 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 88 Chapter 10 Frequently Asked Questions NN40020-700 NN40020-700...

  • Page 89: 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 90: 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 91: 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 92 Chapter 11 Contacting Technical Support NN40020-700 NN40020-700...

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