Avaya Partner Advanced Communications System Installation, Programming And Use Manual

							Troubleshooting
Problems with Tip/Ring Devices
11-17
Problems with Tip/Ring Devices
Tip/Ring Device Does Not Answer
Possible Cause: A tip/ring device (such as a fax machine or answering machine) does not answer 
intercom calls or transferred calls because it does not recognize the distinctive ringing pattern 
used by the system.
What to do: Change the extension’s setting for Distinctive Ring (#308) to Not Active, so the 
extension uses the same ringing for intercom and transferred calls as it does for outside calls.

If the device works properly, the problem is solved.

If the problem remains, call the helpline number listed on the front, inside cover. 
Tip/Ring Device Does Not Dial Out Properly
Possible Cause: A tip/ring device with autodialing (such as a modem) does not recognize the 
intercom dial tone generated by the system.
What to do: Change the setting for Intercom Dial Tone (#309) for the extension to Machine, so the 
system generates outside line dial tone for the extension.

If the device works properly, the problem is solved.

If the problem remains, call the helpline number listed on the front, inside cover.
Call Records Wrap on SMDR Printout
Possible Cause: SMDR Talk Time (#611) is set to Active and SMDR Output Format (#610) is set 
to 24 digits, causing the combined length of the fields for a call record to be greater than the 80 
characters supported by your printer.
What to do: Reduce the font size or increase the characters-per-inch setting for the printer.

If the call records print without wrapping to the next line, the problem is solved.

If the problem remains, change the output format back to 15 digits. 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
Problems with the 1600 DSL Module
11-18
Problems with the 1600 DSL Module
Under certain circumstances, the 1600 DSL module may not function properly. This may be the 
fault of a circuit or programming. Prior to performing any of the steps below, make sure that you 
have reset the 1600 DSL module via a “cold” restart of the system to ensure that all settings you 
have made have been put into effect. 
Possible Cause 1: The connection between the 1600 DSL module and the central office is faulty.
What to do: Check the status of the module by following these steps:
1. Check the status of the SDSL port LED on the front panel of the 1600 DSL module.

If the LED is off, the 1600 DSL module is not detecting any signal. Check with the service 
provider that a signal has been tested up to the point of entrance into the customer’s 
building.

If the LED is flashing, a DSL signal has been detected, but the 1600 DSL module has not 
yet synced up with the signal or cannot sync up with the signal because of incorrectly set 
parameters or impediments on the line. Wait five minutes for the module to sync up. If the 
module still does not sync up, check the following settings for the gateway in the SDSL 
Configuration menu:
– CPE mode; the 1600 DSL module should always be in CPE (not CO) mode.
– Appropriate “auto negotiate” method (Auto Sense [Copper Mountain], Auto Cycle 
[Nokia], etc.) if you are not setting the speed manually
– Appropriate bit order (Magnitude Sign or Sign Magnitude)
– If you have set the speed manually, confirm with the service provider that it is also 
providing at least this speed, if not higher.

If the LED is on steady, the SDSL connection has been established successfully.
For the instructions in this section, you can check or change the 1600 DSL module 
settings by connecting your computer directly to the 1600 DSL module (see 
instructions packaged with the module). For Release 5.0 or later, you can also use 
the PARTNER ACS Remote Administration and Diagnostics PC software to remotely 
administer the module. To remotely administer the module, you must have the 
following:

Release 5.0 or later software on the 1600 DSL module

Release 5.0 or later software version of PARTNER ACS

Release 5.0 or later PARTNER ACS Remote Administration and Diagnostics PC 
software
For more information, see the PARTNER ACS Remote Administration and Diagnostics 
R5.0 Getting Started guide. 
						

							Troubleshooting
Problems with the 1600 DSL Module
11-19 2. Check the status of the DSL connection by looking in the Reports menu on the terminal 
emulation program. (From the Main Menu, press “1” and then “C.”) On the second page under 
the SDSL interface, ONLINE should appear if the 1600 DSL module has successfully synced 
to the service provider’s gateway. If ENABLED appears, the module has not successfully 
synced with the gateway.
3. If the 1600 DSL module still does not work properly, go to Possible Cause 2.
Possible Cause 2: The data link (ATM or Frame Relay) is not established.
What to do: Follow these steps to check the data link connection.
1. Check the status of the data link. If the Data Link is established, one of the following appears 
on the terminal screen:

For ATM–SDSL ATM Interface ONLINE: Data Rate = 2320 kbps

For Frame Relay–SDSL Frame Relay Interface ONLINE: Data Rate = 2320 kbps
Slower speed connections show a different speed.
2. If neither of these messages appears a short time after the SDSL light transitions from flashing 
to solid, the data link has not been established. Do the following:
a. Verify that the data link protocol is what the service provider specified (from the Main 
Menu, select “5,” then “1,” and then “1”). The data link protocol appears next to the label 
“Current Data Link Protocol.” It is set for Frame Relay or ATM.
b. Verify the DLCI (frame relay) or VCI/VPI settings are identical to those that the service 
provider provided. 
c. Verify the Encapsulation settings (Frame Relay and ATM), PCR (ATM), and Service (ATM) 
are those provided by the service provider.
d. If you are running ATM as a data link protocol and the network provider has established a 
third PVC for OAM, create this in the ATM Configuration Menu. (From the Main Menu, 
press “5,” “1,” “4,” and “2.”) After performing a cold-start of the system, attempt an OAM 
loopback to verify the ATM connection has been established.
3. If the 1600 DSL module still does not work properly, go to Possible Cause 3.
Possible Cause 3: The voice gateway connection is not established.
What to do: Follow these steps to check the voice gateway connection.
1. Seize any of the lines assigned to the 1600 DSL module. 
2. If dial tone is not received on any of the lines assigned to the 1600 DSL module, do the 
following:
a. Confirm the gateway manufacturer.
b. Confirm with the service provider which of the DLCIs (Frame Relay) or PVCs (ATM) are 
associated with the gateway. There will be two provided–one for voice and one for data. 
Make sure the correct DLCI/PVC is associated with the voice.
c. For systems with Lucent Pathstar, verify the Router settings for the voice DLCI/PVC. Also 
verify the MGCP/NCS client settings that are found in the “Manage MGCP/NCS 
Embedded Client” section of the Main Menu. 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
Problems with the 1600 DSL Module
11-203. If the 1600 DSL module still does not work properly, go to Possible Cause 4.
Possible Cause 4: The LAN connection is not established. The network connection of the 1600 
DSL module can be checked by “standard” network troubleshooting tools. Lack of network 
connectivity can result in two problems: no data connectivity to the internet and/or no voice 
communications when a Pathstar gateway is used.
What to do: Follow these steps to check the LAN connection:
1. From the PC or PCs that are experiencing difficulty, ping the LAN interface on the 1600 DSL 
module. If this fails check the following:

IP address and netmask on the PC and 1600 DSL module. Make sure they are on the 
same subnet.

Verify that the Ethernet status/activity LEDs are lit on the PC, hub (if used), and 1600 DSL 
module. If the LEDs are not lit, check the type (standard or crossover) and condition of the 
Ethernet cables used to connect the various devices.
2. Ping the SDSL IP address (the PVC/DLCI associated with data) of the router. If this fails 
recheck that the address is what you programmed into the 1600 DSL module.
3. Ping the gateway address that is programmed into the 1600 DSL module router. This address 
is the router that is at the other “end” of the data PVC/DLCI that is situated at the ISP. If this 
fails, confirm the following:

Has the gateway been programmed into the 1600 DSL module? From the Main Menu, 
press “2,” “s,” and “f.” If the default value is what was provided by the service provider/ISP, 
press Enter.

Verify the address of the router and the PVC/DLCI associated with the data connection 
from the service provider/ISP.
4. If the customer is experiencing problems loading webpages from a browser, ping the DNS 
servers that the service provider/ISP has provided. If this fails, confirm with the service 
provider/ISP the DNS IP addresses.
5. If there is no voice when a Pathstar gateway is used, do the following:
a. Verify the MGCP/NCS setting. There should be at least two (2) distinct addresses:

The “local” IP address of the voice PVC/DLCI interface on the SDSL port

The address of the Pathstar gateway
b. Verify the PVC/DLCI settings that the service provider has configured for the voice 
connection.  
						

							Troubleshooting
Problems with Automatic Backup
11-21
Problems with Automatic Backup 
Display Shows “Backup Failed:Insert Card” at 
Idle Extensions 10 and 11 
Possible Cause: The system did not detect a valid Backup/Restore PC Card while trying to do an 
automatic backup.
What to do: Power down the system, insert a valid Backup/Restore PC Card in PC Card Slot 2 of 
the PARTNER ACS processor module, and reapply power to the system. The backup is 
rescheduled for the next day at 2:00 a.m. 
Enter Backup Programming–Automatic (#123) and select Option 3 to clear the alarm display 
(see “Clearing a Backup-Failure Alarm” on page 11-4).
Display Shows “Backup Failed:Write Prot” at
Idle Extensions 10 and 11 
Possible Cause: The Backup/Restore PC Card in the PC Card slot is write-protected, and an 
automatic backup was attempted. 
What to do: Using the end of a paper clip or another pointed object, push the write-protect tab 
upward to the nonprotected position (see Figure 11-1). You do not need to remove the card from 
the processor to slide the write-protect tab up. The backup is rescheduled for the next day at 2:00 
a.m.
The PARTNER ACS Release 3.0 or later includes a PARTNER Remote Access PC Card, 
which allows you to program the system remotely 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 a current release. You must 
have additional PARTNER Remote PC Software to program the system remotely. See 
your Avaya representative or authorized dealer. 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
Problems with Automatic Backup
11-22
Figure 11-1. Write-Protect Tab on a Backup/Restore PC Card
Enter Backup Programming–Automatic (#123) and select Option 3 to clear the alarm display 
(see “Clearing a Backup-Failure Alarm” on page 11-4). 
Display Shows “Backup Failed:Check Card” 
at Idle Extensions 10 and 11
Possible Cause 1: The Backup/Restore PC Card was removed while the backup was in progress.
What to do: Check to see whether the PC Card was removed. If it was not, go to Possible Cause 2. 
If it was, power down the system, reinsert the PC Card, and reapply power to the system. The 
backup is rescheduled for the next day at 2:00 a.m. 
Enter Backup Programming–Automatic (#123) and select Option 3 to clear the alarm display 
(see “Clearing a Backup-Failure Alarm” on page 11-4).
Possible Cause 2: The Backup/Restore PC Card or the processor module is corrupted.
What to do: Try to do a backup using the manual backup procedure–Backup Programming–
Manual (#124)–to test the system.

If the backup completes successfully, the problem may be solved. An automatic backup is 
rescheduled for the next day at 2:00 a.m. Enter Backup Programming–Automatic (#123) 
and select Option 3 to clear the alarm display (see “Clearing a Backup-Failure Alarm” on page 
11-4).

If the backup fails, try to determine whether the problem is a corrupted PC Card or a corrupted 
processor module by trying the backup twice using two different Backup/Restore PC Cards:
– If the system will not write to either PC Card, the processor module is probably corrupted; 
call the helpline number listed on the front, inside cover.
– If the system writes to one of the PC Cards, the original PC Card is corrupted. See 
“Obtaining Products” in the PARTNER Customer Support document to order a new 
Backup/Restore PC Card.
Slide the switch on the PC card
up to the nonprotected position 
						

							Troubleshooting
Problems with Manual Backup
11-23
Display Shows “Backup Failed:SystemBusy” 
at Idle Extensions 10 and 11
Possible Cause: Changes were being made to system programming or central telephone 
programming while a backup was in progress.
What to do: The backup is rescheduled for the next day at 2:00 a.m. Enter Backup 
Programming–Automatic (#123) and select Option 3 to clear the alarm display (see “Clearing a 
Backup-Failure Alarm” on page 11-4).
Problems with Manual Backup
Display Shows “Insert Valid Card” in 
System Programming Mode
Possible Cause: The system did not detect a valid Backup/Restore PC Card when you tried to do a 
manual backup by using Backup Programming–Manual (#124). 
What to do: Power down the system, insert a valid Backup/Restore PC Card in PC Card Slot 2 of 
the PARTNER ACS processor module, and reapply power to the system. Restart the procedure.
Display Shows “Card is Write Protected” in 
System Programming Mode
Possible Cause: You tried to do a manual backup by using Backup Programming–Manual 
(#124), but the Backup/Restore PC Card in the PC Card slot is write-protected. 
What to do: Using the end of a paper clip or another pointed object, gently push the write-protect 
tab upward to the nonprotected position (see Figure 11-1 on page 11-22), and try the procedure 
again. (You do not need to remove the card from the processor to slide the write-protect tab up.)
Display Shows “System Busy” in 
System Programming Mode
Possible Cause: An automatic or manual backup was in progress at the time you requested a 
manual backup.
What to do: Exit the procedure and retry the manual backup after a few minutes. 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
Problems with Manual Backup
11-24
Display Shows “Backup Failed:Check Card” 
in System Programming Mode
Possible Cause 1: The Backup/Restore PC Card was removed while the backup was in progress.
What to do: Check to see whether the PC Card was removed. If it was not, go to Possible Cause 2. 
If it was, power down the system, reinsert the PC Card, and reapply power to the system. Restart 
the Backup Programming–Manual (#124) procedure.
Possible Cause 2: The Backup/Restore PC Card or the PARTNER ACS processor module is 
corrupted.
What to do: Try the backup again using the backup procedure–Backup Programming–Manual 
(#124).

If the backup completes successfully, the problem is solved.

If the backup fails again, try to determine whether the problem is a corrupted PC Card or a 
corrupted processor module by trying the backup twice using two different Backup/Restore PC 
Cards:
– If the system will not write to either PC Card, the processor module is probably corrupted; 
call the helpline number listed on the front, inside cover.
– If the system writes to one of the PC Cards, the original PC Card is corrupted. See 
“Obtaining Products” in the PARTNER Customer Support document to order a new 
Backup/Restore PC Card.
Display Shows “Backup Failed:SystemBusy”
in System Programming Mode 
Possible Cause: Changes were being made to system programming or central telephone 
programming while a backup was in progress.
What to do: Tr y  Backup Programming–Manual (#124) later when the system is idle or during 
nonbusiness hours. 
						

							Troubleshooting
Problems with System Restore
11-25
Problems with System Restore
Display Shows “Insert Valid Card” in
System Programming Mode
Possible Cause: The system did not detect a valid Backup/Restore PC Card when you tried to do a 
restore by using Restore Programming (#125).
What to do: Power down the system, insert a valid Backup/Restore PC Card in PC Card Slot 2 of 
the processor module, and reapply power to the system. Restart the procedure.
Display Shows “Bad File - Try Again” in 
System Programming Mode
Possible Cause: You attempted a restore and the file was corrupted.
What to do: Tr y  Restore Programming (#125) again with a different backup file. Remember to 
power down the system before you insert or remove Backup/Restore PC Cards.
Display Shows “Empty File” in 
System Programming Mode
Possible Cause: You selected a file named AUTO.****** or MAN.****** for the restore. The file is 
empty; no backups have been stored in it yet.
What to do: Tr y  Restore Programming (#125) again by using a backed-up file. Remember to 
power down the system before you insert or remove Backup/Restore PC Cards.
Display Shows “Incompatible Versions” in 
System Programming Mode
Possible Cause: You attempted to restore a file that was created with an incompatible software 
release.
What to do: Tr y  Restore Programming (#125) again by using a backup file that was created with 
the current software release. 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
Problems with System Restore
11-26
Display Shows “Restore Failed — Try Again” for 
Two Seconds in System Programming Mode
Possible Cause 1: The Backup/Restore PC Card was removed while the restore was in progress.
What to do: Check to see whether the PC Card was removed. If it was not, go to Possible Cause 2. 
If it was, power down the system, reinsert the Backup/Restore PC Card, reapply power to the 
system, and restart the Restore Programming (#125) procedure.
Possible Cause 2: The backup file is corrupted.
What to do: Retry the Restore Programming (#125) procedure. If you get the same result, try 
again by using a different backup file from the same Backup/Restore PC Card or a file from a 
different Backup/Restore PC Card. Remember to power down the system before you insert or 
remove Backup/Restore PC Cards.
System Programming Settings 
Reverted to Default Settings
Possible Cause: You ran the Restore Programming (#125) procedure, but the restore failed.
What to do: See Possible Causes 1 and 2 under “Display Shows “Restore Failed — Try Again” for 
Two Seconds in System Programming Mode.”
Display Shows “Restore Complete,”
but All Calls Were Disconnected
Possible Cause: You just ran the Restore Programming (#125) procedure.
What to do: Nothing. This is normal behavior after a restore; the system resets itself. In the future, 
warn users before beginning the restore, or perform the restore during nonbusiness hours.
This display indicates that all system and telephone programming has reverted to the 
default settings.