Avaya Partner Advanced Communications System Installation, Programming And Use Manual

							Contents
11-i
11
Troubleshooting
Overview  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-1
Customer Self Service Center
on the Internet  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-1
When You Need Help  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-2

System Release Status (F59) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-2
Power Failure Operation  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-2
Battery Replacement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-3
Clearing a Backup-Failure Alarm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-4
012E Module Power Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-4
System Telephone Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-5

System Telephone Does Not Ring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-5

System Telephone Does Not Work. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-6

Display Shows Only 16 Characters per Line  . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-6

Display Is Incorrect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-7

Display Shows “ReplaceSysBat W/Power On”
or “ChgBat W/PowerOn” at Extensions 10 and 11 . . . . . . . . . . . . . . . . . . . . . . . .   11-7

Display Does Not Show Caller ID Name/Number . . . . . . . . . . . . . . . . . . . . . . . . .   11-7

“Priv.” Is Displayed Instead of Caller ID Information . . . . . . . . . . . . . . . . . . . . . . .   11-8

“- - - - - - - - - - - -” Is Displayed Instead of Caller ID Information . . . . . . . . . . . . . .   11-8

Some Caller ID Information Does Not Display  . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-8

Intercom Autodialer Does Not Work Properly . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-8

Record-a-Call Light is Always Red Steady and
You Can’t Record a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-9

MLC 6 Telephone Does Not Ring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-9
Single-Line Telephone Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-9

Single-Line Telephone Does Not Ring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-9

Single-Line Telephone Rings Back after 
Intercom Call with No One at Other End. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-10

Single-Line Telephone’s Message Waiting Light Does Not Light . . . . . . . . . . . .   11-10
Other Telephone Problems  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-11

Trouble Making Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-11

Trouble Making Outside Calls from Pool 
Buttons on Pooled Extensions  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-12

Calls Are Answered Automatically  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-14

Trouble Hearing Called Party Answer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-14

Automatically Dialed Calls Beginning with  
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
11-ii
Star Codes Are Misrouted  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-15

Using the Recall Feature Has No Effect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-15

Using the Recall Feature Disconnects Call  . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-15
Problems with Combination Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-16

Telephone Does Not Work Properly   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-16
Problems with Tip/Ring Devices  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-17

Tip/Ring Device Does Not Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-17

Tip/Ring Device Does Not Dial Out Properly  . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-17

Call Records Wrap on SMDR Printout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-17
Problems with the 1600 DSL Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-18
Problems with Automatic Backup  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-21

Display Shows “Backup Failed:Insert Card” at 
Idle Extensions 10 and 11  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-21

Display Shows “Backup Failed:Write Prot” at
Idle Extensions 10 and 11  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-21

Display Shows “Backup Failed:Check Card” 
at Idle Extensions 10 and 11  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-22

Display Shows “Backup Failed:SystemBusy” 
at Idle Extensions 10 and 11  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-23
Problems with Manual Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-23

Display Shows “Insert Valid Card” in 
System Programming Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-23

Display Shows “Card is Write Protected” in 
System Programming Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-23

Display Shows “System Busy” in 
System Programming Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-23

Display Shows “Backup Failed:Check Card” 
in System Programming Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-24

Display Shows “Backup Failed:SystemBusy”
in System Programming Mode   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-24
Problems with System Restore  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-25

Display Shows “Insert Valid Card” in
System Programming Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-25

Display Shows “Bad File - Try Again” in 
System Programming Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-25

Display Shows “Empty File” in 
System Programming Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-25

Display Shows “Incompatible Versions” in 
System Programming Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-25

Display Shows “Restore Failed — Try Again” for 
Two Seconds in System Programming Mode. . . . . . . . . . . . . . . . . . . . . . . . . . .   11-26

System Programming Settings 
Reverted to Default Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-26

Display Shows “Restore Complete,” 
						

							Contents
11-iii
but All Calls Were Disconnected. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-26
System Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-27

Call Rings Continuously; When Answered,
No One at Other End  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-27

Calls on Hold Are Disconnected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-27

An ASA/DXD Missing Card Error Message Appears  . . . . . . . . . . . . . . . . . . . . .   11-27

Calls on Automatic System Answer Lines Are Disconnected . . . . . . . . . . . . . . .   11-28

Call on Hold Hangs Up, 
but Line Does Not Disconnect  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-28

All Calls Disconnected  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-28

All Telephones Dead: No Dial Tone or Lights   . . . . . . . . . . . . . . . . . . . . . . . . . .   11-29

Multiple Telephones Dead: No Dial Tone or Lights  . . . . . . . . . . . . . . . . . . . . . .   11-29

Poor Transmission Quality on Modem  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-30
Other Problems with System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   11-30 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
11-iv 
						

							Overview
11-1
11
Troubleshooting
Overview
From time to time, problems may arise with various system functions. This chapter describes some 
common problems and recommends solutions for them. You also can obtain help with solving 
problems by contacting your authorized dealer or by calling the helpline.
Customer Self Service Center
on the Internet
If you can access the Internet, you can use the Customer Self Service Center to get on-line 
information:

Answers to frequently asked questions

800 number directory
If you have a service agreement, active lease, or warranty, you can get additional on-line 
information:

Feature programming tips

Notification of changes to products

Product documentation

Chat service
The Internet address for the Customer Self Service Center is on the copyright page of this guide. 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
When You Need Help
11-2
When You Need Help 
If you have a problem with your system, you may be able to solve it by following the 
troubleshooting procedures in this chapter. If not, you can call for help. If you need assistance 
when installing, programming, or using your system, contact your local Authorized Dealer or call 
the helpline. Consultation charges may apply. Outside the continental U.S., contact your local 
Authorized Dealer. 
If you call, have the following information ready so that the representative can better help you:

The kind of system you have (for example, PARTNER Advanced Communications System 
Release 1.0). To determine the release number, press 
f59 at any display telephone.

The number of lines and extensions in your system.

The type of telephone (system or single-line) and the model number, if applicable. System 
telephone model numbers are located either on the upper right-hand corner of the telephone 
or on the dialpad overlay.

If you followed a troubleshooting procedure and need more help, tell the representative what 
you did.
System Release Status (F59)
When calling for customer support, you need to know the release level of your system. This 
feature enables you to determine that information at any system display telephone. A display 
similar to the following appears:
P ACS R2.0 C01 
This message indicates that this is Release 2.0 of the PARTNER Advanced Communications 
System. The 
C01 represents the country code.
To use this feature, press 
f59 at any system display telephone. The system release 
message replaces the default information on the top line of the telephone display for 15 seconds.
Power Failure Operation 
When power to the system is cut off, the first two lines on the processor module or the 308EC 
module automatically connect to the first two extensions on that module, and the first line on each 
206 module connects to its first extension.
This enables you to make and answer calls during a power outage, provided you have a single-line 
telephone connected to any of these extensions. (During a power failure, single-line telephones 
can only make and receive calls–other system features are not available.) 
						

							Troubleshooting
Battery Replacement
11-3 The system can stay programmed for a minimum of 45 days and a maximum of six months after it 
stops receiving power, depending on the freshness of the batteries. When the batteries are 
drained, all of the system’s programmed settings return to the factory settings. You should install 
fresh batteries every year.
Battery Replacement
The PARTNER ACS processor module uses two user-replaceable AAA alkaline batteries. These 
batteries provide enough power to retain the system programming settings during a power failure 
for 45 days to six months, depending on the freshness of the batteries. When battery power is 
getting low, the system displays a 
ChgBat W/PowerOn or ReplaceSysBat W/Power On 
message on the top line of display telephones at extensions 10 and 11 in place of the default day/
date/time message. Users at these extensions should be instructed to notify you when they see 
this message. You should replace the batteries within 45 days of seeing the message.
CAUTION:
Do not turn off the power or remove the processor module before replacing the batteries! If 
you do, all settings for system and telephone programming rever t to the factory settings. Also, 
the settings retained in the 1600 DSL module ’s flash memory become the active settings 
when the power is turned off and back on. If you have a Backup/Restore PC Card, do a 
backup before changing the batteries. 
Change the batteries in the processor module every year, even if the system has not yet displayed 
the 
ReplaceSysBat W/Power On message. Choose good quality alkaline batteries. (See 
“Inserting Batteries in the Processor Module” on page 2-11.)
The message may flicker on and off as the batteries approach the low-power threshold. 
The PARTNER ACS Release 3.0 or later includes a PARTNER Remote Access PC Card, 
which allows you to program the system remotely or locally from a PC and perform 
backup and restore functions. The PARTNER Remote Access PC Card is a PCMCIA 
card that can also be used to upgrade previous versions of PARTNER ACS to Release 
3.0 or later. You must have additional PARTNER Remote PC-Software to program the 
system from a PC. 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
Clearing a Backup-Failure Alarm
11-4
Clearing a Backup-Failure Alarm
If you use Backup Programming–Automatic (#123) and the automatic backup fails, a Backup-
Failure Alarm message appears (instead of the default day/date/time message) on the top line of 
the telephone display at idle extensions 10 and 11. 
After correcting the problem that caused the failure, you can clear the Backup-Failure Alarm by 
following these steps:
1.  Press 
f00ss#123.
The current setting appears. 
2.  Press 
3 to choose Option 3, “Backup Alarm Cleared.”
3. Exit programming mode.
012E Module Power Management
The power supply used in the 012E module is adequate to power the 12 ETR ports under normal 
conditions. However, if too many large PARTNER telephones (such as the PARTNER-34D) are off-
hook with speakerphone volume set to high levels, the power supply could be overloaded. Power 
management of the 012E module eliminates the power supply overload. 
When a power threshold is exceeded, all telephones connected to the 012E module will appear as 
follows:

LED display dims to a minimal level

Speakerphone volume is decreased
To clear this condition, place one of the telephones connected to the 012E module on-hook. The 
LED display and speakerphone volume on all telephones return to normal. If this power 
management event occurs frequently, you should consider moving some telephones to available 
ports on other modules.
You cannot use D or d in this procedure to choose Option 3.
Using Option 3 to clear a Backup-Failure Alarm does not change the setting for 
Backup Programming–Automatic (#123). It remains either Active or Not Active. 
						

							Troubleshooting
System Telephone Problems
11-5
System Telephone Problems
The following section discusses system telephone problems.
System Telephone Does Not Ring
Possible Cause 1: Ringer volume is set too low.
What to do: Press the volume control button while the telephone is idle and the handset is in the 
cradle.

If the telephone rings increasingly louder, the problem is solved.

If the telephone still does not ring, go to Possible Cause 2.
Possible Cause 2: The Do Not Disturb or Call Forwarding feature is turned on.
What to do: Check to see if Do Not Disturb or Call Forwarding is turned on.

If Do Not Disturb or Call Forwarding is turned on, turn it off.

If Do Not Disturb or Call Forwarding is not turned on, go to Possible Cause 3.
Possible Cause 3: Line Ringing is programmed for No Ring or Delayed Ring.
What to do: Check the Line Ringing setting for the extension.

If Line Ringing is set for No Ring or Delayed Ring, change the setting if appropriate.

If Line Ringing is set for Immediate Ring and this telephone is part of a combination 
extension, see “Problems with Combination Extensions” on page 11-16.

If Line Ringing is set for Immediate Ring and the telephone is on an extension by itself, go to 
Possible Cause 4.
Possible Cause 4: Telephone is faulty.
What to do: Unplug the cord from the base of the problem telephone. Then plug the cord into a 
telephone that you know rings properly.

If the replacement telephone rings properly, the problem telephone is defective. Call the 
helpline to arrange for a replacement.

If the replacement telephone does not ring properly, call the helpline number listed on the 
front, inside cover. 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
System Telephone Problems
11-6
System Telephone Does Not Work
Possible Cause 1: The telephone cord is plugged into the wrong jack on the bottom of system 
telephone.
What to do: Plug the modular telephone cord into the correct jack.

If the telephone works properly, the problem is solved.

If the problem remains, go to Possible Cause 2.
Possible Cause 2: Telephone needs to be reset.
What to do: Unplug the cord from the base of the telephone. With the handset hung up, plug the 
cord in again.

If the telephone works properly, the problem is solved.

If the problem remains, go to Possible Cause 3.
Possible Cause 3: The telephone cord is defective.
What to do: Unplug the cord from the base of the telephone and the wall jack. Replace the cord 
with a cord that you know works.

If the telephone works, the cord is faulty. Call the helpline number listed on the front, inside 
cover to arrange for a replacement.

If the telephone does not work and it is part of a combination extension, see “Problems with 
Combination Extensions” on page 11-16, Possible Cause 3.

If the telephone does not work and it is not part of a combination extension, call the helpline 
number listed on the front, inside cover.
Possible Cause 4: The telephone is defective.
What to do: Unplug the cord from the base of the telephone. Then plug the cord into a telephone 
that you know works.

If the replacement telephone works, the problem telephone is faulty. Call the helpline number 
listed on the front, inside cover to arrange for a replacement.

If the replacement telephone does not work, go to Possible Cause 4.
Display Shows Only 16 Characters per Line
Possible Cause: A power outage occurred.
What to do: Unplug the modular telephone cord from the telephone and plug it in again. If the 
display is still incorrect, see “System Telephone Does Not Work” on page 11-6.