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BCM450 Busine ss C ommunic ations Manager Docume nt S tatus: Stan da r d Document Number : NN40160-700 Document V ersion: 01.01 Date: Augu st 2008 BCM4 50 T r oubleshooting Guide.
Copyright © 2008 Nor tel Netw orks, All Rights Reserved All rights reserved. The information in this document is subj ect to change without notic e. The statements, configur ations, techni cal data, and recommendations in this document are belie ved to be accurate and re liable, but are presented wi thout express or implied warranty .
3 BCM450 Troubleshooting Guide Task List Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Initial Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4 Task List NN40 16 0-700 Understanding system messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 To set Release Reasons .............. ............. ................ ................. ............ ................. ...... 83 Useful Troubleshooting Links .
5 BCM450 Troubleshooting Guide Contents Chapter 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6 Contents NN40160-700 NN40160-700 Check the p rogramming of lines and phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Check line pr ogramming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents 7 BCM450 Troubleshooting Guide Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Command Li ne Interface . . . . . . . . . . . . . . . . . . . . . . . . . . .
8 Contents NN40160-700 NN40160-700 Chapter 12 Contacting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9 BCM450 Troubleshooting Guide 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 capab ilities, and IP Telephony gateway fu nctions into a single telephony system.
10 Chapter 1 Introduct ion NN40160-700 NN40160-700 • Contacting T ech nical Support o n page 99 Acr on yms The following is a list of ac ronyms used in this guide.
Chapter 1 Introduction 11 BCM450 Troubleshooting Guide OOF Out of F rame PPP P oint-to -P oint Protocol PRI Primar y Ra te Interface PBX Private Branch Exchange PSTN Public Switched T elephone Ne twor.
12 Chapter 1 Introduct ion NN40160-700 NN40160-700 Symbols and con ventions used in this guide These symbols are used to highlig ht crit ical information for the BCM450 system: Caution: Alerts you to conditions where you can damage the equipment. Danger: Alerts you to conditions where yo u can get an electrical shock.
Chapter 1 Introduction 13 BCM450 Troubleshooting Guide Related publications Related publications are listed below. To locate specific info rmation, you can refer to the Master Index of BCM450 Library (NN40020-100) .
14 Chapter 1 Introduct ion NN40160-700 NN40160-700.
15 BCM450 Troubleshooting Guide Chapter 2 Initial Troubleshooting You can better troubles hoot the problems on your netwo rk and reduce their impa ct by preparing for such events in advance.
16 Chapter 2 Initial Trou bleshooting NN40160-700 NN40160-700 Logical connections You must know how your devic es are connected logically as well as physically. Fo r example, while virtual LANs (VLANs) are not supported on the BCM450 system, VLANs may exist between IP sets connected to the BCM450.
Chapter 2 Initial Troubleshoot ing 17 BCM450 Troubleshooting Guide 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.
18 Chapter 2 Initial Trou bleshooting NN40160-700 NN40160-700.
19 BCM450 Troubleshooting Guide Chapter 3 Hardware Troubleshooting Use the tasks in this chapter to troubleshoot problems related to the BCM450 hardware components.
20 Chapter 3 Har dware Tr oublesho oting NN40160-700 NN40160-700 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; th e Status LED is immediately above it.
Chapter 3 Hardware Tr oubleshooting 21 BCM450 Troubleshooting Guide LAN port LEDs Each LAN port on the main un it and expansion un it has two LEDs. These LEDs indicate the status of the connection for that LAN port. The figure LAN port LED location s on page 21 shows the location of these LED s on the main unit.
22 Chapter 3 Har dware Tr oublesho oting NN40160-700 NN40160-700 Figure 2 MBM LEDs The table MBM LED descriptions on page 22 describes the possible MBM LED states. DTM LEDs The DTM has additional LEDs that are not on most other MBMs. The figure DTM LEDs on page 23 shows the location of the DTM LEDs.
Chapter 3 Hardware Tr oubleshooting 23 BCM450 Troubleshooting Guide Figure 3 DTM LEDs The table DTM LED functions on page 23 describes the function s of the DTM LEDs. T able 4 DTM LED functions LED Status Descriptions Po w e r – S e e “Media bay module LEDs (e xpansion units only)” for details.
24 Chapter 3 Har dware Tr oublesho oting NN40160-700 NN40160-700 BRIM LEDs The BRIM has one ad ditional 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 lo cation of the LEDs on a BRIM.
Chapter 3 Hardware Tr oubleshooting 25 BCM450 Troubleshooting Guide 2 Select the System folder and click the Keycodes task. The K eycodes panel displays and the installe d features appear in the Ke ycodes list. 3 T o enter a new k eycode, click Load File .
26 Chapter 3 Har dware Tr oublesho oting NN40160-700 NN40160-700 To restart the system Use this procedure to restart th e system from the Element Manager. 1 Select Administration > Utilities > Reset . 2 Click the appropriate reset b utton. Table 5 lists the Reset functions.
Chapter 3 Hardware Tr oubleshooting 27 BCM450 Troubleshooting Guide To restart the system from the BCM450 hardwa re, use the reset b utton as described in Hardware reset functions on page 27. Note: When you restart the BCM450 system using t he Re set button, the system will wait for 10 seconds for a user to log into the Maintenance CLI.
28 Chapter 3 Har dware Tr oublesho oting NN40160-700 NN40160-700 Figure 5 Example: Bootloader .log file with no errors Figure 6 Example: Boot file with errors T esting basic hard ware functionality This section describes how to test the comp onents of the BCM450 system, and how to troubleshoot them if they fail the test.
Chapter 3 Hardware Tr oubleshooting 29 BCM450 Troubleshooting Guide To test the main unit If you have the digital station feat ure included in your in stalled ke ycode, use the following test to ensure the main unit is operating properly: 1 Go to an extension that is connected to th e RJ-21 telephon y connector on the main unit.
30 Chapter 3 Har dware Tr oublesho oting NN40160-700 NN40160-700 4 Check for a dial tone. 5 Use this e xtension to make a call to another e xtension on the system. 6 If the expansion unit has an MBM that supports lin es, go to an extension that has access to one of the lines on the MBM.
Chapter 3 Hardware Tr oubleshooting 31 BCM450 Troubleshooting Guide Go to an e xtension that has access to one of t he lines on the MBM if it is a trunk MBM. Select the line or line p ool to which the line belongs. 3 Check f or a dial tone. 4 Use this e xtension to mak e a call to another e xtension on the system if it is a station MBM.
32 Chapter 3 Har dware Tr oublesho oting NN40160-700 NN40160-700 3 Check that the correct feature for digital se ts is included in your installed ke ycode. 4 V erify that the A T A2 is connected to a digital station port. 5 Allo w suff icient startup time (30–60 sec).
Chapter 3 Hardware Tr oubleshooting 33 BCM450 Troubleshooting Guide Figure 7 Reset s witch location 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.
34 Chapter 3 Har dware Tr oublesho oting NN40160-700 NN40160-700 Activate the reset feature You activate the reset feature th rough th e Maintenance CLI or the Config uration CLI. When you initiate a reset from the CLI menu, no further actio n is needed to complete the reset.
Chapter 3 Hardware Tr oubleshooting 35 BCM450 Troubleshooting Guide • data bits: 8 •p a r i t y : N • stop bits: 1 • no flo w control 3 Use a terminal emulation program, such as Hype rterminal or Nortel CLI Manager , to establish a connection to the BCM450.
36 Chapter 3 Har dware Tr oublesho oting NN40160-700 NN40160-700 Figure 8 Boot proces s w ith failed or missing memor y Figure 9 Boot process with f a iled or missing hard driv e.
37 BCM450 Troubleshooting Guide Chapter 4 Software Troubleshooting Use the information in t his chapter to troubles hoot problems related to the BCM450 software components.
38 Chapter 4 Software Tr oubleshooting NN40160-700 NN40160-700 —T h e Restrictions tabbed panel allows yo u to define which restrictions will be active for individual lines. Note that lines that are assi gned to the same line po ol will automatically assign the same restrictions.
Chapter 4 Software Troub leshooting 39 BCM450 Troubleshooting Guide Trunk Type PSTN-bas ed lines, VoIP, Target There are three main cate go rie s of lines: PSTN-based lines: ( analog, T1, PRI, BRI) Voice over IP (VoIP) tr unks, which connect t hrough the LAN or WAN.
40 Chapter 4 Software Tr oubleshooting NN40160-700 NN40160-700 Pr operties The Properties tab shows basic line properties. Not all fields apply to all types of l ines.
Chapter 4 Software Troub leshooting 41 BCM450 Troubleshooting Guide Figure 10 Proper ties details panel Table 8 on page 41 defines the fields on this panel and indicates the lines.
42 Chapter 4 Software Tr oubleshooting NN40160-700 NN40160-700 Preferences The Preferences tab shows informatio n that may vary from trunk to tr unk. Most of this information needs to coord inate with the line service provider equipment. The Preferences tab is shown in Fi gure 11.
Chapter 4 Software Troub leshooting 43 BCM450 Troubleshooting Guide Table 9 defines the fields on th is panel and indicates the lines. T able 9 Pref erences details fields f or lines (Sheet 1 of 3) At.
44 Chapter 4 Software Tr oubleshooting NN40160-700 NN40160-700 Answer mode Loop GS E&M BRI DPNSS Manual Auto Define whether a t runk is manual or automatic answer. Auto answer mode allows the trunk to be a shared resource by the system telephones.
Chapter 4 Software Troub leshooting 45 BCM450 Troubleshooting Guide Restrictions Assigning Line restrictions and Re mote Acces s Package restrictio ns are part of the configuratio n for controlling ca.
46 Chapter 4 Software Tr oubleshooting NN40160-700 NN40160-700 Assigned DNs The Assig ned DNs tabbed panel displays the DN properties for lines that are assigned to telephones. This information can also be configured on th e DN record . Any information added, deleted o r modified in this table re flects in the DN record.
Chapter 4 Software Troub leshooting 47 BCM450 Troubleshooting Guide 5 Select the optional componen ts that you want to include from the backup f il e. 6 Click the OK button. A warning windo w opens and displays information about components that will be af fected by the restore operation.
48 Chapter 4 Software Tr oubleshooting NN40160-700 NN40160-700 V erify the software in ventory This section provides information about how to verify the level of software components and obtain updates to your software inven tory.
Chapter 4 Software Troub leshooting 49 BCM450 Troubleshooting Guide To obtain updates from the Nor tel Technical Support Web page 1 In your web bro wser , enter www .nortel.com/cs and then click the Go b utton. The Nortel T echnical Support W eb page opens.
50 Chapter 4 Software Tr oubleshooting NN40160-700 NN40160-700.
51 BCM450 Troubleshooting Guide Chapter 5 Advanced Troubleshooting This chapter contains examples of advanced tr oubleshooting pr oc edures. You m ust b e a system administrator to perform these procedures.
52 Chapter 5 Advanced Trouble shooting NN40160-700 NN40160-700 6 Select Conf iguration > T elephony > Lines > Activ e Physical Lines. Select the appropriate line and v erify that it is provis ioned correctly . The Line T ype should be Pool A, the T runk Mode should be Supervised , and the Dial Mode should be T one.
Chapter 5 Advanced Troub leshooting 53 BCM450 Troubleshooting Guide 9 Select the BCM Inf o tab and verify the status of the line. Example 2: Cannot dial out fr om a SIP or H323 V oIP trunk When you ca.
54 Chapter 5 Advanced Trouble shooting NN40160-700 NN40160-700 3 V erify that the appropriate keycode is acti ve. F or H323 trunks, the keycode is Vo I P G W Tr u n k , and for SIP trunks, the keycode is SIP GW T runk . 4 Select Conf iguration > T elephony > Lines > Activ e V oIP Lines.
Chapter 5 Advanced Troub leshooting 55 BCM450 Troubleshooting Guide 6 Click the Add button to open the Add Remote Gateway dialog box. V erify that the remote gate way is conf igured correctly . 7 Select Conf iguration > T elephony > Dialing Plan > Routing and select the Routes tab .
56 Chapter 5 Advanced Trouble shooting NN40160-700 NN40160-700 Note: Ensure that the Absorbed Length is configured to the expected dialing plan. 9 Select Conf iguration > T elephony > Sets > Active Sets and select the Line Access tab .
Chapter 5 Advanced Troub leshooting 57 BCM450 Troubleshooting Guide 10 Highlight the appropriat e set and select the Line P ool Access tab . V erify that the set has access to V oIP trunks 11 Select Conf iguration > T elephony > Dialing Plan > Pri vate Netw ork and ensure that the Private Netw ork T y pe is set to CDP or UDP .
58 Chapter 5 Advanced Trouble shooting NN40160-700 NN40160-700 Note: In this example, the dialing pl an is configured for a CDP Netw ork with the recomm ended minim um 4 digit Private DN length Exampl.
Chapter 5 Advanced Troub leshooting 59 BCM450 Troubleshooting Guide If the number of phones connected does not exceed the number of licenses, and does not exceed the maxium number of IP sets su pp orted, use the proce dure Troubleshooting e xample 3b on page 59 to verify the config uration of the IP phone.
60 Chapter 5 Advanced Trouble shooting NN40160-700 NN40160-700 4 V erify S1/S2 IP address & Port settin gs on phone (Port 7000 for BCM) Example 4: Cannot install ke ycode or in valid ke ycode application When you cannot install a keycod e, or have an invalid keycod e application, you will see the following message: “Erro r Happened.
Chapter 5 Advanced Troub leshooting 61 BCM450 Troubleshooting Guide Troubleshooting example 4 1 V erify that the ke ycode is generated against the right system ID in the Ke ycode Retrie v al System (KRS). Access the KRS using one of the follo wing methods: a Connect to http://www .
62 Chapter 5 Advanced Trouble shooting NN40160-700 NN40160-700 Troubleshooting example 5 1 Check that the LED indicators on the BCM Chassis are solid green. 2 V erify the physical connection from the carrier demarcation; ensure that the cable is securely connected.
Chapter 5 Advanced Troub leshooting 63 BCM450 Troubleshooting Guide 7 Select the Pro vision Lines tab and verify that the lines are correctl y provisioned. 8 Select Conf iguration > T elephony > Dialing Plan > Routing and select the Routes tab .
64 Chapter 5 Advanced Trouble shooting NN40160-700 NN40160-700 Note: Ensure that the Absorbed Length is configured to the expected dialing plan. 10 Select Administration > T elephony Metrics > T runk Module Metrics and select the DTM module. V erify that the State of the DTM module is Enabled.
Chapter 5 Advanced Troub leshooting 65 BCM450 Troubleshooting Guide 12 Select Ad ministration > T elephony Metrics > CBC Limit Metrics and verify calls were not denied due to exceeding CBC limits. 13 Select Administration > Utilities > BCM Monitor and click the Laun ch BCM Monitor bu tton.
66 Chapter 5 Advanced Trouble shooting NN40160-700 NN40160-700 14 Select the Line Monitor tab and verify the status of the line; sel ect the UIP tab and verify the call set up. Example 6: MeetMe Conferencing commands do not w ork, or conferencing is b usy Use the following procedure to trouble shoot problems with MeetMe Conferenc ing.
Chapter 5 Advanced Troub leshooting 67 BCM450 Troubleshooting Guide Troubleshooting example 6 1 Select Configuration > Resour ce s > A pplication Resour ces and select the V o iceMail + CC application. 2 Increase the maximum nu mber of application resourc es (voice ports) for V oice Mail + CC.
68 Chapter 5 Advanced Trouble shooting NN40160-700 NN40160-700 Example 8: Element Manager incorrectl y shows e xpansion cabinet as empty Use the following procedure when a module is installed in the ex pansio n cabinet, but the Element Manager shows the expansion cabinet as empty, and the MBM is not active.
69 BCM450 Troubleshooting Guide Chapter 6 Recovery trees The chapter provides recovery trees for common troubleshooting scenarios. Navigation • System is not processing calls on page 69 • Start-up.
70 Chapter 6 Recovery t rees NN40160-700 NN40160-700 Figure 12 System is not processing ca lls Star t-up pr ofile fails Use the following flowchart when the start-up profile of the BCM450 fails.
Chapter 6 Recovery tr ees 71 BCM450 Troubleshooting Guide Figure 13 Star t-up profile fails Cannot access BCM450 thr ough Element Manager Use the following flowchart wh en you cannot ac cess the BCM450 through Element Manager.
72 Chapter 6 Recovery t rees NN40160-700 NN40160-700 Figure 14 Cannot access BCM450 through Element Manage r.
Chapter 6 Recovery tr ees 73 BCM450 Troubleshooting Guide BCM450 shuts down une xpectedly Use the following flowchart when th e BCM450 sh uts down unexpectedly.
74 Chapter 6 Recovery t rees NN40160-700 NN40160-700.
75 BCM450 Troubleshooting Guide Chapter 7 Downloading Software Use the information in t his chap ter to download BCM450 software. Navigation • Do wnloading software from the BCM450 we bpage on page .
76 Chapter 7 Downloa ding Software NN40160-700 NN40160-700 To download software fr om the BCM450 webpage 1 Connect to the BCM450 web p age: — If the BCM450 is installed o n the network use a bro wser and type in the BCM450 IP address as the URL in the follo wing format: http://xxx.
Chapter 7 Downloading Software 77 BCM450 Troubleshooting Guide http://10.10.11.1/ 2 Enter the user name and password to be authenticated on th e BCM450 web page.
78 Chapter 7 Downloa ding Software NN40160-700 NN40160-700.
79 BCM450 Troubleshooting Guide Chapter 8 Troubleshooting Tools The BCM450 system provides several tools that you can use to diagnose problems. Navigation • Service Management on page 79 • Status .
80 Chapter 8 Troubleshoo ting Tools NN40160-700 NN40160-700 • Hunt Group Metrics—Access the Hunt Group met rics to evaluate total call processing by h unt group member. • PSTN Fallback Metrics—View how many fallback attempts and fallback failures occur within a specific period using the PSTN Fallback Metrics panel.
Chapter 8 Troubleshootin g Tools 81 BCM450 Troubleshooting Guide For either method, your user accou nt m ust be assigned the System-CLI privilege before you can access the CLI. Accessing the CLI through a serial connection 1 Connect a seri al cable with a 9-p in female co nnec tor from the serial port on a PC to t he serial port on the BCM450.
82 Chapter 8 Troubleshoo ting Tools NN40160-700 NN40160-700 • 2—Shutdown . The system shuts do wn. Y ou need physical access to the BCM450 hardware to restart the system. • 3—Safe OS. The system reboots to the Safe OS an d waits 1 minute fo r you to login.
83 BCM450 Troubleshooting Guide Chapter 9 Understanding system messages The BCM450 system gen erates alarms, logs, traps, and oth er system messages that you can use to troubleshoot prob lems.
84 Chapter 9 Understand ing system messages NN40160-700 NN40160-700 Detailed No setting A detailed e xplanati on of the Cause code is provided. Cause Code check bo x This check bo x appears when you select Simple in the Release Reason T ext drop-down menu.
85 BCM450 Troubleshooting Guide Chapter 10 Useful Troubleshooting Links Use the information in t his chapter to find additional reference info rmation when you are troubleshooting a problem with the BCM450 system.
86 Chapter 10 Useful Tro ubleshooting Links NN40160-700 NN40160-700 To use the Knowledge and Solution Engine 1 Go to the Nortel W eb site: www .nortel.com 2 Log in using user name and password. 3 Select SUPPOR T & TRAINING . 4 Select ONLINE SELF-SER VICE , and then select Knowledge Base .
87 BCM450 Troubleshooting Guide Chapter 11 Frequently Asked Questions The chapter provid e s an swer s to frequently asked questions. Navigation • Backup, restore, and reset operatio ns on page 87 .
88 Chapter 11 Frequen tly Asked Questions NN40160-700 NN40160-700 6 Click the Ye s button to proceed. A progress windo w opens. When the backup is complete, the Backup Complete message appears. 7 Click the OK button. How do I restore the BCM450 fr om a pre vious backup? Use the following procedure to restore th e BCM450 database.
Chapter 11 Frequently Asked Quest ions 89 BCM450 Troubleshooting Guide Completing a warm or cold reset 1 Select Administration > Utilities > Reset , and click one of the follo wing b uttons: a Reboot BCM450 System will restart the operatin gsystem of the BCM450 b W arm Reset T elephony Services will restart telephony serv ices.
90 Chapter 11 Frequen tly Asked Questions NN40160-700 NN40160-700 F ault management This section answers the follo wing frequently asked question: • Ho w do I view Alarms? Can I ackno wledge and cle.
Chapter 11 Frequently Asked Quest ions 91 BCM450 Troubleshooting Guide 4 T o 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. 5 T o view a column b y ascending or descen ding order , click the column heading.
92 Chapter 11 Frequen tly Asked Questions NN40160-700 NN40160-700 5 Click the Tr a n s f e r b utton. The T ransfer T o windo w opens. 6 Select the log file cate gories that you want to in clude in the log f ile transfer . All the log f iles associated with the selected categories will be transferred.
Chapter 11 Frequently Asked Quest ions 93 BCM450 Troubleshooting Guide How do I ca pture the current BCM450 conf iguration? You can create a programming file that contains the current settings of all or part of your Element Manager data. These files can be saved in eith er HTML or Excel spr eadsheet format.
94 Chapter 11 Frequen tly Asked Questions NN40160-700 NN40160-700 6 Click on Sa ve . How do I fi nd the BC M450 system health? You can use the BCM Monitor to view information about system health.
Chapter 11 Frequently Asked Quest ions 95 BCM450 Troubleshooting Guide Verify the current software revision 1 Select Conf iguration > Sytem > Identif ication . How do find the BCM450 System ID and Serial Numb er? Use the following procedure to view the system ID and serial number.
96 Chapter 11 Frequen tly Asked Questions NN40160-700 NN40160-700 What is an Ethernet loop, an d how do I a v oid creating one? The BCM450 d oes not support the Bridging Protoco l Data Unit (BPDU), and therefore, yo u must be careful not to create Ethernet lops in th e network while connect ed ot these two ports.
Chapter 11 Frequently Asked Quest ions 97 BCM450 Troubleshooting Guide • Subnet mask: 255.255.255.0 The default addresses of the customer LAN port are: • IP address: 192.
98 Chapter 11 Frequen tly Asked Questions NN40160-700 NN40160-700.
99 BCM450 Troubleshooting Guide Chapter 12 Contacting Technical Support If you have been unab le to resolve an issue using the information and steps provided in this guide, use the information in this chapte r to contact Nortel Technical Supp ort.
100 Chapter 12 Contacting Technical Support NN40160-700 NN40160-700 — Who made these changes? W ere the changes ma de by a partner or customer? Provide the names of the individu als who made the ch an ges.
Chapter 12 Conta cting Technica l Support 101 BCM450 Troubleshooting Guide Getting help fr om a specialist b y using an Express Routing Code To access some Nortel Technica l Solutions Center s, you can use an Express Routing C ode (ERC) to quickly route your call to a specialist in your Nortel product or service.
102 Chapter 12 Contacting Technical Support NN40160-700 NN40160-700.
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