3Com Nbx 100 And Ss3 Nbx Administration Guide

							System-level Troubleshooting401
System-level 
TroubleshootingFor each symptom listed in Table 73, perform the suggested actions in the 
order listed.
WARNING:Before you remove any component, shut down THE system 
software and then turn off the power to the chassis by removing the 
chassis power cord. If the system has two power supplies, remove both 
power cords.
Table 73   Troubleshooting Actions
SymptomPossible CauseSuggested Action
Date/time display 
on telephones is 
wrong, either 
incorrect date or 
just random 
characters.A power surge has 
corrupted the system 
time.If the display shows incorrect date, use the 
NBX NetSet utility to reset the system 
time. If the display shows random 
characters, for example, 00; 0 #, you 
must:
1Disconnect power to the chassis that 
holds the Call Processor.
2Wait 60 seconds.
3Reconnect power to the system.
4Use the NBX NetSet utility to enter the 
correct date and time.
Problem with 
Network Call 
Processor battery. Contact your 3Com NBX Voice 
Authorized Partner. 
Your browser 
cannot find the 
NBX NetSet 
utility.No IP connectivityVerify that the computer you are using to 
run the browser has network connectivity. 
See “Establishing IP Connectivity” in the 
NBX Installation Guide.
Routing problemsIf your local IP environment includes a 
proxy server, you might need to 
reconfigure your browser parameters to 
ignore the proxy server. See the online 
help for your browser. 
						

							402CHAPTER 10: TROUBLESHOOTING
 Invalid IP 
configurationThe system has a default IP configuration 
which might need to be changed to 
match your local IP environment. 
Temporarily change the IP configuration 
of your computer so that the subnet 
configuration matches the system 
configuration. Specify 255.255.255.0 as 
the subnet and use IP address 
192.168.1.191. After you change your 
computer’s IP configuration, connect to 
the system and change its IP configuration 
to match the IP environment of your 
local network. Change your computer’s 
IP configuration back to its original 
settings, and then connect to the NBX 
NetSet utility using the new IP address. 
See “Establishing IP Connectivity” in the 
NBX Installation Guide.
Cannot open the 
NBX NetSet 
utility using the 
administrator 
username and 
password.The CAPS LOCK key 
on your keyboard is 
activated.The NBX NetSet utility username and 
passwords are case-sensitive. For example, 
the NBX NetSet utility accepts 
“administrator” but it rejects 
“Administrator” and “ADMINISTRATOR”.
Callers on hold 
do not hear 
music.No music source 
connected to the 
Call Processor.See “Adding External Hardware” in the 
NBX Installation Guide for more 
information.
MOH audio is 
disabled.Enable MOH audio in NBX NetSet > 
System Configuration > System Settings > 
System-wide. See “Connecting a 
Music-on-Hold (MOH) Input Device“in the 
NBX Installation Guide.
MOH volume is set 
too low.See “Adjusting Music-on-Hold (MOH) 
Volume” in the NBX Installation Guide.
Lose date and 
time when 
rebooting the 
system.Problem with the 
battery on the 
Call Processor.See “Servicing the Network Call Processor Battery” later in this chapter.
Table 73   Troubleshooting Actions (continued)
SymptomPossible CauseSuggested Action 
						

							System-level Troubleshooting403
The NBX NetSet 
utility is very 
slow in 
responding. Your network uses a 
proxy server for 
Internet access.A common networking practice is to 
employ a proxy server to shield your 
network from intrusion by unauthorized 
users. However, communications with the 
NBX NetSet utility do not need to pass 
through the proxy server. To speed access 
to the NBX NetSet utility, configure your 
browser to access the NBX system without 
going through the proxy server. 
All greetings and 
prompts are 
missing. For 
example, calling 
the 
Autoattendant 
or a user’s 
mailbox 
produces silence 
instead of the 
expected 
greetings.The wrong message 
compression format 
was selected. Prior to R1.1.0, all audio used MuLaw 
compression. With R1.1.0, audio, that is, 
any prompt, message, or greeting, was 
recorded using ADPCM compression. If 
you are running R1.1.0 or higher, you 
must leave the compression format set to 
ADPCM. The ability to select the format 
allows you to migrate existing data into an 
older database for backwards 
compatibility.
For instructions on how to change the 
voice mail compression format, see “NBX 
Vo ic e M ai l” in Chapter 6.
Caller ID 
information is 
not appearing 
when an outside 
call arrives.Your local telephone 
company is not 
providing Caller ID 
service to you. Caller ID is typically an optional service 
which you must order from your 
telephone company.
You may be able to see caller ID by 
number or by name (or both) depending 
on the service your telephone company 
provides.
You are answering 
the telephone before 
the Caller ID 
information is fully 
received. Caller ID information does not appear 
immediately. It usually appears between 
the first and second rings. If you answer 
the call too quickly, the information is 
never received. If you transfer the call, the 
person you transfer the call to sees your 
ID instead of the ID of the original caller.
Table 73   Troubleshooting Actions (continued)
SymptomPossible CauseSuggested Action 
						

							404CHAPTER 10: TROUBLESHOOTING
Digital Line Card
TroubleshootingIn order to correctly troubleshoot a Digital Line Card, you must determine 
whether the origin of the problem is:
■The hardware
■The software configuration
■The CSU (Channel Service Unit)
■The telephone company’s line
To eliminate the Digital Line Card (T1 or E1) attach a loop back connector 
in place of the telephone company’s line. Configure the card as described 
in the appropriate section of Chapter 3
.
After you complete the configuration, and with the loopback connector 
in place, verify that the Nominal status light on the front panel of the T1 
or E1 Digital Line Card is turned on (appears steady and green).
■If the Nominal status light does not turn on, the problem is most likely 
in the Digital Line Card, and you should contact 3Com Technical 
Support to report the problem. 
■If the Nominal light turns on, the problem is either in the CSU 
(Channel Service Unit) or in the telephone company’s line. Contact the 
telephone company for assistance.
Alarm Conditions
(Overview)T1 and E1 Digital Line Cards may experience these alarm conditions:
■Red Alarm — Indicates one of these conditions:
■Loss of Signal (LOS)
■Loss of Framing (LOF) also known as Out of Frame (OOF)
■Blue Alarm — Indicates an Alarm Indication Signal (AIS)
■Yellow Alarm — Indicates a Remote Alarm Indication (RAI)
An alarm condition may be a:
■Signal — Information transmitted either in the upstream or 
downstream direction, warning of a detected failure:
■State — A condition, activated at a terminal device, indicating that a 
problem exists and remedial action is required.
T1 and E1 Digital Line Cards are considered “downstream” equipment. 
						

							System-level Troubleshooting405
Alarm Descriptions Red Alarm
■Carrier Fail Alarm (Red CFA) — A state that exists at a downstream 
terminal device, based upon the terminal device detecting an 
incoming LOS or LOF.
Blue Alarms
■AIS, Keep-alive/Blue — A signal that is transmitted instead of the 
normal signal to maintain transmission continuity and to indicate to 
the receiving equipment that there is a transmission interruption either 
at the equipment that is generating the AIS signal or upstream of that 
equipment. The all ones signal is generated:
■To maintain transmission continuity
■To notify downstream equipment of a transmission fault
■To indicate to downstream equipment that a DS1 framed signal is 
not being generated
The transmission fault may be located at the equipment that is 
generating the alarm signal, or it may be located upstream of that 
equipment.
■AIS CFA (also known as Blue CFA) — A state that exists at the 
downstream equipment and indicates that it has detected an AIS 
signal from the upstream equipment.
Yellow Alarms
■RAI (also known as Yellow Alarm Signal) — A signal transmitted in 
the outgoing direction when a terminal determines that it has lost the 
incoming signal. The terminal equipment generates the Yellow Alarm 
Signal for a minimum of 1 second using one of these methods:
■If you are using Super Frame (SF), the terminal equipment 
generates the Yellow Alarm Signal by setting the second bit in all 
channels of the Super Frame to 0 (zero).
■If you are using Extended Super Frame (ESF), the terminal 
equipment generates the Yellow Alarm Signal by sending an 
alternating pattern of 8 ones followed by 8 zeros on the Facilities 
Data Link (FDL).
■Yellow CFA — A state that is activated at the terminal equipment 
when the terminal equipment detects a Yellow Alarm Signal. The 
Yellow Alarm Signal comes from the equipment at the other end 
when the far end equipment enters a Red CFA state. See Red Alarm, 
earlier in this section. 
						

							406CHAPTER 10: TROUBLESHOOTING
Alarms on NBX
Digital Line CardsThe T1 and E1 Digital Line Cards support all of the alarm states and 
signals described in “Alarm Descriptions”
 earlier in this chapter. Two 
status lights indicate the status of the T1 and E1 cards:
Table 74   Digital Line Card Status Lights
Status LightPurpose
NominalOn: Indicates that there are no error or alarm conditions.
Flashing: Indicates that a call is active on at least one channel 
of the T1 or E1 Digital Line Card.
CF (Carrier Fail)On: Indicates that a Red Alarm state or Blue Alarm state exists 
on the card.
To determine which alarm state exists:
1Log in to the NBX NetSet utility using the administrator 
login ID and password.
2In the NBX NetSet - Main Menu window, click Device 
Configuration.
3Click the Digital Line Cards tab.
4In the Select Device Type pull-down list, select T1 Span List 
or, if you are using an E1 card, select ISDN PRI Span List.
5Click Apply.
6Select the span you want.
7Click Status. The words Red Alarm or Blue Alarm appear in 
the Status field.
RA (Remote Alarm)On: Indicates a Yellow Alarm state on the card.
To confirm that the Yellow Alarm state exists:
1Log in to the NBX NetSet utility using the administrator 
login ID and password.
2In the NBX NetSet - Main Menu window, click Device 
Configuration.
3Click the Digital Line Cards tab.
4In the Select Device Type pull-down list, if you are using a 
T1 Digital Line Card, select T1 Span List or, if you are using 
an E1 Digital Line Card, select ISDN PRI Span List.
5Click Apply.
6Select the span you want and click Status. The words 
Yellow Alarm appear in the Status field.
NOTE: This light is used only on the T1 Digital Line Card.
LB (Loop Back)On: Indicates that the card is in loop-back testing mode.
NOTE: This light is not used to indicate any of the Red, Blue, 
or Yellow alarms. 
						

							System-level Troubleshooting407
Configuration and
Status ReportsYou can obtain the status of all Digital Line Cards in the NBX system with 
either of these two methods:
Select the Digital Line Cards tab and:
■Click Config & Status Report. The formatted report appears on the 
screen with headings shown in a larger font.
■Click Export Report. The unformatted report appears on the screen. To 
save the report as an ASCII text file, select Save as from the File menu 
of your browser.
Ta b l e 7 5
 describes in alphabetical order (not the order of appearance) the 
headings in the Configuration and Status Report.
Table 75   Configuration and Status Report Headings
HeadingDescription
#ChsNumber of channels.
#DspNumber of digital signal processors.
#OffChNumber of channels in the offline state.
#OnChsNumber of channels in the online state.
AEClosedAutoattendant extension when business is closed.
AELunchAutoattendant extension when business is at lunch.
AEOpenAutoattendant extension when business is open.
AEOtherAutoattendant extension for Other hours.
ANIAutomatic Number Identification. The telephone number from 
which the call originated.
Audio InputNumeric value of audio input control setting.
Audio OutputNumeric value of audio output control setting.
BdIdBoard (card) ID number.
BdId NameBoard (card) name.
BrdThe number of the board (card) in a multiple board system.
CO Switch ProtocolProtocol (ETS1, QSIG Slave) used by the CO switch (not 
applicable to T1).
Card TypeType of card (T1, ISDN PRI, E1, BRI).
ChChannel.
Ch ListChannels supported by a DSP.
Ch MAC AddressMAC address of a channel.
Ch NameName of a channel. 
						

							408CHAPTER 10: TROUBLESHOOTING
ChIdUnique identifying number of a channel in a list of channels, 
possibly including channels from more than one board.
ChNoChannel number. For example: 1–24 for a T1 board.
CurStateCurrent state of a channel (in use, idle, available).
DNIS/DIDNumber of digits passed that identify the called party.
DSP NameName of a digital signal processor.
DSP StatusStatus of a digital signal processor.
DSP VersionVersion of code running on a digital signal processor.
Digit CollectionSpecifies the data the CO sends and the format in which it is 
sent over the span of an incoming call. Can include both 
DNIS/DID and ANI, and can specify the order in which they 
arrive, and the number of digits involved.
Echo CancellerThe state of the echo cancellation function. Values: Enabled, 
Disabled.
E&M DirectionFor a T1 line, the direction of the E&M signaling. Values: Two 
Way, One Way. Default: Two Way.
ErrorCntThe number of errors for this channel.
ErrorCodeThe code that identifies the type of error.
Ext.Extension.
FlashHookTransferStatus of flash hook transfer function. If enabled, allows user 
receiving a call to do a flash hook transfer to another trunk line 
Values: Enabled, Disabled. Default: Enabled
Framing TypeType of framing used on this board (ES4, D4). For a T1 board, 
ESF is always associated with a B8ZS line coding, and D4 is 
always associated with AMI line coding.
GpIdGroup ID number.
Group NameGroup name.
GuardA time out value that controls the waiting period after a call 
completes, before the channel can be used for another 
outbound call from NBX system.
InterfaceTypeType of interface. Values: E1, T1, ISDN, no config. Default: T1. 
Does not apply to T1 E&M.
Line CodeType of line coding used (HDB3, AMI). For a T1 board, AMI line 
coding is always associated with D4 framing, and B8ZS line 
coding is always associated with ESF framing.
Line LengthLength of the line between the termination and the board.
MAC AddressA 48-bit address unique to each network device.
Model NumberThe model number of the board.
Table 75   Configuration and Status Report Headings (continued)
HeadingDescription 
						

							System-level Troubleshooting409
NCP ConneThe amount of time that the digital line card waits for the NCP 
to connect the call. “USER_ALERTING_NO_ANSWER” errors 
mean that this value may be too small.
NCP GenerA timeout value that controls how long the digital line card waits 
for a response from the call processor. Do not modify this value.
Network DigitA timeout value that controls how long the digital line card waits 
between digits sent on an incoming call.
OffHk MinThe minimum time an analog telephone, connected to an 
Analog Terminal Card, must be off hook for the NBX system to 
recognize that the telephone has been picked up.
On LineOne possible status of a channel.
ProtocolA signaling method used to make calls.
RxWnkMaxThe maximum duration of a received Wink signal.
RxWnkMinThe minimum duration of a received Wink signal.
SpIdSpan ID.
SpNoSpan number.
Group NameName of this group.
Span MAC AddressMAC address assigned to this span.
Span NameName of span.
SpanNoIdentifying number for a span.
Start TypeMechanism used to indicate start of a call.
StatusStatus of a channel, span, card. Values: Online, Idle, Unknown. 
Default: Online
TEIFor a BRI board, the Terminal Equipment Identification number. 
The telco may provide this number or the system may assign it, 
depending on how you purchased the BRI lines.
TEP VersionThe version of software running on the board.
Time Last SeenLast time activity was recorded for this board.
Timing ModeInternal: Timing is generated from within the digital line card. 
Loop: Timing is taken from the central office.
Trunk to TrunkWhether call transfers are allowed from one trunk to another. 
Values: Enabled (default), Disabled, Restricted, Unrestricted. 
TxGudMinThe minimum duration of a transmitted Guard signal.
TxWnkDuraThe duration of a transmitted Wink signal.
Wink WaitThis time out value controls how long the digital line card waits 
to respond with a wink signal on an outgoing call. If you see 
“no_wink_received” errors, this value may be too small.
Table 75   Configuration and Status Report Headings (continued)
HeadingDescription 
						

							410CHAPTER 10: TROUBLESHOOTING
Connecting a 
Computer to a 
Serial PortOn the SuperStack 3 Call Processor, the NBX 100 Call Processor, and on 
some of the NBX cards, you can connect a computer to a serial port and, 
by running a terminal emulation program on the computer, you can 
obtain information about the status of the card or the NBX system.
You can connect a computer directly to the serial port on these cards:
It does not matter which computer operating system you use. As long as 
the computer has a terminal emulation program that can emulate a 
VT100 terminal (for example, Microsoft Hyperterminal), it can 
communicate with any of the cards listed in Table 76
.
To connect the computer to the COM1 or CONSOLE port on a board:
1Using a standard computer serial cable (9-pin male to 9-pin female), 
connect the male end of the cable to the female connector (COM1 or 
CONSOLE) on the front panel of the board.
2Connect the female end of the cable to an available serial port on the 
computer.
3Start the terminal emulation software and create a new connection.
4Configure the connection to use the serial port to which you connected 
the cable and to use the settings in Table 77
.
Table 76   Serial Port Connections
CardPort
SuperStack 3 NBX Call ProcessorCOM1
NBX 100 Call ProcessorCOM1
BRI-ST Digital Line CardCONSOLE
E1 Digital Line CardCONSOLE
T1 Digital Line CardCONSOLE
4-Port Analog Line Card (3C10114C only)CONSOLE
4-Port Analog Terminal Card (3C10117C only)CONSOLE