Inter-Tel GMX-48 INSTALLATION & MAINTENANCE Manual

							INTER-TEL PRACTICES 
GMX-48 INSTALLATION & MAINTENANCE TROUBLESHOOTING 
Issue 2, May 1990 
FIGURE 6-l. LIGHT-EMITTING DIODE (LED) INDICATIONS 
l!Js 
RUN 
DFSCRlPTlON 
Lit when the KSU is functioning normally. Flashes when the KSU is not operating 
properly. 
CO BUSY Lit when there is a C.O. call in progress. 
IC BUSY 
MINOR ALARM Lit when there is an intercom call in progress. 
Lit when a minor alarm has occurred. The light goes out when the alarm message is 
cleared (as described in FEATURES, page 4-102). 
D-BASE ERROR Lit when a database error has caused the system to return to default values. When the 
system is first installed, the LED will remain lit until the database is initialized. 
BAIT OFF Lit when the battery strap (BBU) on the MEM Board is placed in the OFF position 
(over the lower two pins). Will not light if the battery strap is not attached to any pins. 
Page 6-3  
						

							TROUBLESHOOTING Issue 2, May 1990 INTER-TEL PRACTICES 
GMX-48 INSTALLATION & MAINTENANCE 
4. ALARM MESSAGES AND FIELD (check wiring), defective station cable, or a de- 
SERVICE DIAGNOSTICS fective KCB or EXP 
4.1 Alarm messages can be programmed to appear 
on display keysets, in the SMDR printout, or as a 
separate error printout. When listed in a printout, 
alarm messages are preceded by + + + and the time 
of day when the alarm occurred. (2) #ll Write Protect Circuit Fail: The circuitry 
that prevents the software from accidentally 
writing to the database is no lohger function- 
ing. Replace the KCB and return it for repair. 
(3) 
4.2 Minor alarm messages can be programmed to 
appear on all attendant stations’ displays or on the 
primary attendant’s display only. If there are no at- 
tendants, the messages will appear on a designated 
system alarm station’s display. Refer to PROGRAM- 
MING, page 5-24, for designating which attendants 
or which station will receive minor alarm messages. 
Major alarm messages will appear on all display 
keysets, regardless of programming. X13 Primary Port 
- No 
Txt Int.: The 
RS-232-C port 
has no transmit interrupt func- 
tion. Replace the KCB and return it for repair. 
(4) II4 Primary Port - No Clock: There is a prob- 
lem with the clock in the KSU. Replace the 
KCB and return it for repair. 
(5) 
4.3 Possible alarm messages and the associated 
troubleshooting procedures are outlined in the fol- 
lowing sections. 115 Watchdog Interrupt 
hop.: The watchdog 
interrupt function is inoperative. It will not be 
able to detect a loop and allow the system to 
recover. Replace the KCB and return it for re- 
pair. 
(6) #16 Background Detected Timer Fail: The in- 
terval timer is defective. Replace the KCB and 
return it for repair. 
/ 
A. MINOR ALARMS THAT ARE USER 
CORRECTABLE 
(1) #OI EXT XXX 
- 
Station Off-Hook: A station 
is off hook and idle. (The DSS/BLF key for the 
station will be fluttering continuously.) Hang 
up the handset at the station. 
(7) 
(8) #17 Watchdog Timeout in Minor Init: The 
watchdog function has timed out during an at- 
tempted initialization. Replace the KCB and 
return it for repair. 
(2) #02 SMDR 
Print Timeout, #03 Error Print 
Timeout, and #04 SAR Print Timeout: The 
indicated printer is not working properly (the 
cable may be loose or the printer may be out of 
paper or ribbon). 
B. MINOR ALARMS REQUIRING ATTENTION 
FROM SERVICE PERSONNEL #20 Database Error: This message usually ap- 
pears when the system AC power is turned on 
for the very first time. Check that the battery 
strap (JMP 1) on the MEM board is placed in 
the A position (over the lower two pins). 
If the 
battery strap is correct, perform a system in- 
itialization through the programming termi- 
nal. If the D-BASE ERROR LED on the KSU 
remains lit after the initialization, replace the 
KCB and return it for repair. To clear the 
alarm display at the attendant’s station(s), 
press SPCL and enter 019. 
NOTE: Before replacing the KCB, use the save/ 
restore program to save the customer’s database (see 
page 5-102 in PROGRAMMING). It can then be re- 
stored (loaded) into a new KCB, if necessary. Make 
sure the database back-up battery in the new KCB has 
a charge of at least 2SVDC (see page 3-30 in IN- 
STALLATION). W21 EXT XXX-Excessive Hardware Failures: 
Replace or repair the indicated station’s ca- 
bling and/or replace the station instrument, 
EXP, APM, or KCB. 
(1) 
#lo EXT XXX - Excessive Data Errors: 
Check the operation of the indicated keyset. 
The error may be caused by a defective keyset 
(perform keyset self-test), defective wiring 
(9) 
(10) 
(11) 
#22 Accessory Port A - No Txt Int.: The APM 
RS-232-C port has no transmit interrupt func- 
tion. Replace the APM and return it forrepair. 
Page 6-4 #23 Accessory Pot-t 
A 
- No Clock: There is a 
problem with the clock on the APM. Replace 
the APM and return it for repair.  
						

							INTER-TEL PRACTICES 
GMX-48 INSTALLATION & MAINTENANCE TROUBLESHOOTING 
Issue 2, May 1990 
(12) #22 Accessory Port B - No 
Txt Int.: The APM 
RS-232-C port has no transmit interrupt func- 
tion. Replace the APM and return it 
for repair. 
(13) #23 Accessory Port B - No Clock: There is a 
problem with the clock on the APM. Replace 
the APM and return it for repair. 
.‘: 
.$’ 
, 
:; 
‘.: 
., C. MAJOR ALARMS THAT REQUIRE 
IMMEDIATE ATTENTION 
4.4 If a major alarm is detected by the system, the 
RUN LED begins flashing. When a major alarm oc- 
curs, do the following: 
(1) Attempt to reset the system by using the reset 
switch on the bottom of the KSU or by using 
the programming terminal (refer to PRO- 
GRAMMING, page 5-104). If the system does 
not recover from the alarm, continue to the 
next step. 
(2) Turn OFF the AC POWER for at least ten sec- 
onds and then turn it ON again. 
(3) If the system still does not recover from the 
alarm, check the system voltages as outlined 
on page 6-2. If it is determined that the KCB 
is faulty, return it for repair and include any in- 
dicated error messages in the problem descrip- 
tion. The possible messages include the 
following: 
Scratch RAM Failure 
Database RAM Failure 
ROM Failure 
Interval Timer Failure 
‘I&k Initialization Table Error 
User Initialization Failure 
User Failure in Exception Processing 
CPU Interrupt Level 5 Stuck True 
CPU Interrupt Level 7 Stuck l?ue 
Operating System Initialization Failure 
NOTE: When returning a faulty KCB, EXP, or APM, 
indicate all applicable error messages on the material 
return authorization @IRA) tag. For more informa- 
tion on returning equipment, see page 6-41. 
., 
D. FIELD SERVICE DIAGNOSTICS 
4.5 Field service diagnostics can be programmed to 
appear in the SMDR printout or as a separate error 
printout. When listed in a printout, field service diag- 
nostics are preceded by * * * and the time of day when 
the error message occurred. Possible field service di- 
agnostics and the associated troubleshooting proce- 
dures are as follows: 
(1) 
(2) 
(3) 
(4) 
(5) 
Device Change Failed: X.Y - Device Remains 
[Keyset, SL Set, or DSS/BLF]: The 
system has 
detected the presence of a device on a circuit 
that is equipped for a different type of device. 
Either change the type of device or properly 
re-equip the circuit through database pro- 
gramming. 
. 
?? XX or Board: ?? XX: This indicates a soft- 
ware problem in error handling. Contact Cus- 
tomer Support and report the error message 
and the circumstances under which it oc- 
curred. 
+ 
Board: ‘I)pe Number - Inserted, Passed Init: 
This indicates successful detection and initiali- 
zation of the board. No action is necessary. 
Board: Type Number - Removed: This indi- 
cates removal of the board. No action is neces- 
sary* 
STNA: X.Y [K/DI]: The system has detected 
or received an error from a KCB or EXP de- 
vice (keyset or DSS/BLF Unit). The possible 
accompanying error messages are: 
a. 
RTT Detected Transmission Error: The sys- 
tem has detected a transmission error from 
a keyset or DSS/BLF Unit. This message 
may occur when the line cord is removed 
from a keyset or DSS/BLF Unit and when 
the 25-pair cable is removed from the KCB 
or an EXI? In these cases, no action is re- 
quired. However, if the error message oc- 
curs repeatedly for a station circuit or a 
group of station circuits for which the line 
cord(s) or the station cable is not being re- 
moved, all station cabling and wiring 
should be checked. If the problem persists, 
replace the station instrument, the KCB, 
and/or the EXP and return for repair. 
Page 6-5  
						

							TROUBLESHOOTING 
Issue 2, May 1990 INTER-TEL PRACTICES 
GMX-48 INSTALLATION & MAINTENANCE 
b. 
C. 
d. 
e. 
f. ?? $xX: The system has detected an invalid 
data byte from a keyset or DSS/BLF Unit. 
This message may occur when the line cord 
is removed from a keyset or DSS/BLF Unit 
and when the 25pair cable is removed 
from the KCB or an EXI? In these cases, no 
action is required. However, if the error oc- 
curs repeatedly for a station circuit or a 
group of station circuits for which the line 
cord or the station cable is not being re- 
moved, all station cabling and wiring 
should be checked. If the problem persists, 
replace the station instrument, the KCB, 
and/or the EXP and return for repair. 
RTT Detected No-Response Error: The sys- 
tem has detected a lack of response from a 
keyset or DSS/BLF Unit. This message 
generally indicates a hardware problem. 
Check all station cabling and wiring. If the 
problem persists, replace the station in- 
strument, the KCB, and/or the EXP and 
return for repair. 
Reconfigure Request: The system has de- 
tected a temporary transmission problem 
from a keyset or DSS/BLF Unit. If this er- 
ror message occurs only intermittently, no 
action is necessary. However, if the error 
occurs repeatedly for a station circuit or a 
group of station circuits, check all station 
cabling and wiring. If the problem persists, 
replace the station instrument, the KCB, 
and/or the EXP and return for repair. 
Spurious Reset: The indicated device has 
undergone a reset. The reset may have 
been caused by electrostatic shock or elec- 
tromagnetic interference in the vicinity of 
the station instrument. If this error mes- 
sage occurs only intermittently, no action is 
necessary. However, if the error occurs re- 
peatedly for a station circuit or a group of 
station circuits, check all station cabling 
and wiring. If the problem persists, replace 
the station instrument, the KCB, and/or 
the EXP and return for repair. 
RTT Detected ACIA Hardware Error: The 
system has detected a faulty KCB or EXP 
circuit. Replace the faulty KCB or EXP 
and return it for repair. 
Page 6-6 h. 
1. 
j. 
k. 
Inconsistency Error: The system has de- 
tected inconsistent communication be- 
tween the KSU and the KCB/EXP device. 
If this error message occurs only intermit- 
tently, no action is necessary. However, if 
the error occurs repeatedly’for a circuit or a 
group of station circuits, check all station 
cabling and wiring. If the problem persists, 
replace the station instrument, the KCB, 
and/or the EXP and return for repair. 
Peripheral Detected Xmit Error: The KCB/ 
EXP station instrument has detected a 
transmission error from the KSU. If this 
error message occurs only intermittently, 
no action is necessary. However, if the er- 
ror occurs repeatedly for a station circuit or 
a group of station circuits, check all station 
cabling and wiring. If the problem persists, 
replace the station instrument, the KCB, 
and/or the EXP and return for repair. 
Peripheral Output Queue Overjlow: This in- 
dicates that the station user is pushing the 
keys on the station instrument at an unrea- 
sonably fast rate. If this error message 
occurs only intermittently, no action is nec- 
essary. However, if the error occurs repeat- 
edly, the station user should be instructed 
to avoid pushing the station instrument 
keys so rapidly. 
The following errors indicate a problem 
with the device attached to the KCB or 
EXI? When these errors occur, replace the 
faulty device and return it for repair. 
Peripheral Watchdog Timeout 
Peripheral Trap Error 
Peripheral Timer Error 
Peripheral SW1 Error 
Peripheral T’DRE Error 
s 
VX - 
This message may appear when a 
station device is connected to the KCB or 
an EXP and when the system is powered 
up. The message indicates the station ver- 
sion number sent to the KSU. If the mes- 
sage reads “VO”, no action is necessary. If 
the message reads anything other than 
“VO”, the station device is not functioning 
properly and must be replaced.  
						

							INTER-TEL PRACTICES TROUBLESHOOTING 
GMX-48 INSTALLATION 2% MAINTENANCE 
Issue 2, May 1990 
(6) 
(7) 
(8) 
The following messages indicate minor soft- 
ware errors. Although they detect inconsistent 
operation, they generally do not warrant a sys- 
tem reset. If any of these messages should oc- 
cur, note the circumstances under which they 
occurred and contact Customer Support. 
Invalid Input > Keyset: Xx State: XXX Input: XX 
Invalid Input >Keyset: XX State: Xxx Timer No.: XX 
Invalid Input >SL Set: XX State: XXX Input: XX 
Invalid Input >SL Set: XX State: XXX Timer No.: XX 
Invalid Input ~-Line: XX State: XXX Input: XX 
Invalid Input >Line: XX State: XXX Timer No.: XX 
Cancel Timer Not Found = $XX Device = OXXXX 
Invalid Error Message: Bsk 
Single User Abort: Device ‘Qpe = TTTTT De- 
vice Number = $Xx: 
This message indicates 
that a minor software reset has occurred con- 
cerning the indicated device. Note the circum- 
stances under which the message occurred and 
contact Customer Support. 
Last CPKO History Freeze and Last CPKO 
History Un-Freeze: 
By themselves, these mes- 
sages do not indicate any errors. They are 
printed to indicate when the last freeze and 
unfreeze of the CP and CO history queues 
(9) 
(10) 
01) 
02) Failure to Reset after Volatile Data Change: 
Indicates 
that the programmer did not reset 
the system after completing a programming 
session. The system must be reset to to avoid 
possible faulty behavior. 
Delayed Reset Request After Volatile Data 
Change: Indicates 
that the programmer re- 
quested a delayed system reset after complet- 
ing a programming session. This message is 
logged to help explain any faulty system behav- 
ior after the programming session, but before 
the scheduled reset. 
Time of Last History Clear: Indicates the time 
and date that the error message history was 
cleared. No action is necessary. 
NOTE: When returning a faulty station instrument, 
EXP, APM, or KCB, indicate all applicable error 
messages on the material return authorization 
(MBA) tag. For more information on returning 
equipment, see page 6-41.  Any other error messages: Note the circum- 
stances under which the message(s) occurred 
and contact Customer Support. 
j _ 
took place. They should be reported along 
with the accompanying error messages. 
Page 
6-7  
						

							TROUBLESHOOTING INTER-TEL PRACTICES 
Issue 2, May 1990 GMX-48 INSTALLATION & MAINTENANCE 
5. TROUBLESHOOTING CHARTS 
5.1 The troubleshooting charts located on the fol- 
lowing pages list symptoms, possible causes, and cor- 
rective actions for problems. Look up the problem in 
the appropriate chart and perform the corrective 
actions in the order given. The troubleshooting pro- 
cedures for correcting equipment failures have been 
divided into five categories: 
A. System 
B. C.O. Lines 
C. Features 
D. Keysets 
E. Single-Line Sets 
F. DSS/BLF Units 
A. SYSTEM 
5.2 
If the problem involves one of the following sys- 
tem features, refer to Figure 6-2 on pages 6-10 
through 6-14. 
Repeated occurrence of dropped calls. 
Programming terminal will not communicate with 
the system. 
Auto-answer modem for remote programming is 
inoperative. 
DISA is inoperative. 
All keysets are inoperative. 
Unable to interface with a computer call-up de- 
vice. 
No music-on-hold/background music. 
RFI/EMI present over conversations. 
B. C.O. LINES 
5.3 
If the problem involves one of the following 
C.O. line symptoms, refer to Figure 6-3 on pages 6-15 
through 6-20. 
C.O. line inoperative throughout the system. 
Cannot obtain C.O. dial tone. 
Cannot break C.O. dial tone. 
Cannot place an outgoing call. 
Calls are dropped during conversation or when 
answered. 
C.O. line cannot be reseized. 
Noise on C.O. line at all stations. 
C.O. line remains seized after the call is ended. 
Page 6-8 
l Other station conversations can be heard on the 
C.O. line. 
C. 
FEATURES 
5.4 
For problems involving the following features, 
refer to Figure 6-4 on pages 6-21 to 6-26. 
Feature does not appear to work properly. 
Cannot transfer C.O. or intercom calls. 
Cannot transfer incoming C.O. calls or place 
them on hold. 
Cannot initiate a conference. 
Cannot initiate a page. 
Cannot initiate a call forward. 
Calls do not follow requested forward. 
Redial feature is inoperative. 
Station is not receiving hunt group calls. 
Station is not receiving pages. 
Call privacy release is inoperative. 
House phone is inoperative. 
Station cannot be placed in do-not-disturb.- 
Automated attendant is inoperative. 
Voice mail/computer hunt groups not functioning 
properly. 
SMDA reports not generated automatically and/ 
or they cannot be generated on request using the 
attendant feature code 
D. KEYSETS 
5.5 If 
problems involve keysets or their optional 
equipment, refer to Figure 6-5 on pages 6-27 through 
6-33. 
Keyset is inoperative. 
A group of eight keysets is inoperative. 
LCD is inoperative. 
Headset is inoperative. 
Keyset squeals when placing and/or receiving 
CalIS. 
Data noise when the keyset is off hook. 
Cannot obtain intercom dial tone. 
Cannot break intercom dial tone. 
Cannot place an intercom call. 
Cannot break C.O. dial tone. 
Data device not operating properly. 
LRA not operating properly. 
Cannot receive off-hook voice announce calls. 
Cannot place off-hook voice announce calls.  
						

							INTER-TEL PRACTICES 
GMX-48 INSTALLATION & MAINTENANCE 
‘.. 
TROUBLESHOOTING 
Issue 2, May 1990 
E. SINGLE-LINE SETS 
5.6 The following problems are discussed in Figure 
6-6 on pages 6-34 through 6-37. 
0 
l 
_: 0 
--. 
a 
0 
l 
Single-line set is inoperative. 
A group of six single-line sets is inoperative. 
Cannot obtain intercom dial tone. 
Cannot place an intercom call. 
Cannot break C.O. dial tone. 
Cannot place off-hook voice announce calls. 0 Single-line sets not receiving message waiting in- 
dications. 
F. DSWBLF UNITS 
5.7 For DSS/BLF Unit problems, refer to Figure 
6-7 on pages 6-38 and 6-39. 
l DSS/BLF Unit is inoperative. 
l Incorrect LED indications. 
l Calls are transferred to the wrong station. 
l Cannot place immediate off-hook voice announce 
calls. 
Page 6-9  
						

							TROUBLESHOOTING INTER-TEL PRACTICES 
Issue 2, May 1990 GMX-48 INSTALLATION & MAINTENANCE 
FIGURE 6-2. SYSTEM TROUBLESHOOTING CHART 
SYMPTOM 
Repeated occurrence 
of dropped calls 
J’ROBAf3L.F CAUSF 
AC line is not isolated 
and dedicated 
Defective power 
supply 
KSU located near a 
strong magnetic field 
or other potential 
source of interference 
(copy machines, power 
transformer, etc.) 
IC-CO/CO-CO discon- 
nect timer(s) need(s) 
adjustment 
Inter-ring silence timer 
value is set too sensitive 
Defective KCB 
Refer to page 6-2 to test the system 
voltages. Replace the control board if 
faulty. 
NOTE: The central office must provide a minimum of 20mA loop current. 
CORRECTIVE ACTION 
Have isolated, dedicated line insialled. 
Refer to page 3-3 in INSTALLATlON 
for details. 
Refer to INSTALLATION, page 3-27, to 
perform the power supply electrical test. 
Replace the power supply if faulty. 
Relocate the KSU a minimum of 20 feet 
from any equipment that is a potential 
source of interference. 
See dialed digits field in SMDR, page 
4-109. Set timer(s) to a higher value. 
Refer to PROGRAMMING, page. 5-14. 
_ 
Ensure timer value is set longer than the 
C.O. ring “off” time. See PROGRAMMING, 
page 5-14. 
Programming terminal 
will not communicate 
with the system. The 
terminal has a good 
cable and functions 
correctly when used 
for other purposes. Baud rates of the ter- 
minal and the KSU are 
not the same and/or the 
communication para- 
meters are not compatible 
Defective power supply 
or cable 
Defective KCB 
Terminal is a TI Silent 
700 model Refer to page 2-16 for proper settings and 
complete specifications. 
Check the -12VDC and + 12VDC test 
points on the KCB (refer to 
page 6-2). 
Refer to page 6-2 to test the system 
voltages. Replace the control board if 
faulty. 
See SPECIFICATIONS, page 2-16, for 
modification. 
Page 6-10  
						

							INTER-TEL PRACTICES 
GMX-48 INSTALLATION & MAINTENANCE TROUBLESHOOTING 
Issue 2, May 1990 
FIGURE 6-2. SYSTEM TROUBLESHOOTING CHART (CONT’D) 
SYMPTOM 
Auto-answer modem 
for remote programming 
inoperative 
PROBABLE CAUSE 
Baud rate does not 
match RS-232-C port 
and/or the commu- 
nication parameters 
are not compatible Refer to page 2-16 for proper settings and 
complete specifications. 
Defective cable Replace the cable. 
Defective modem Refer to the manual included with the 
modem. 
Improper installation 
APM circuit not equipped 
Defective C.O. line from 
central office 
Defective C.O. circuit 
Defective KCB Refer to INSTALLATION, page 3-48, for 
correct procedures. 
Equip APM circuit. Refer to PROGRAM- 
MING, page 5-49. 
At the C.O. block, remove the bridging 
clips for the line. On the telco side of the 
block, use a test set to verify the CO. line 
connection. Also, move the C.O. line to a 
different C.O. circuit. If the problem 
follows the line, contact the telephone 
company. 
Replace defective KCB or EXP. 
Refer to page 6-2 to test the system 
voltages. Replace the control board if 
faulty. 
Page 6-11  
						

							TROUBLESHOOTING 
Issue 2, May 1990 
I. 
INTER-TEL PRACTICES 
GMX-48 INSTALLATION & MAINTENANCE 
FIGURE 6-2. SYSTEM TROUBLESHOOTING CHART (CONT’D) 
SYMPTOM 
DISA inoperative 
PROBABLE CAUSE 
User error 
Telephone not User must dial in from a DTMF 
compatible telephone. 
Programming error Ensure that the DISA line is identified 
correctly as a day or night DISA line. 
Refer to PROGRAMMING, page 5-39. 
Perform network self test. Refer to 
PROGRAMMING, page 5-128.  Defective system 
channel or switching 
matrix 
Defective KCB, EXP, 
or APM 
CORRFCTIVE ACTIOM 
Refer to the FEATURES, page 4-31, for 
correct procedures. (DISA is available only in 
the Advanced software package.) 
Refer to page 6-2 to test the system 
voltages. Replace the board(s) if faulty. 
NOTE: Due to the natural characteristics of the C.O. line, the volume level of DTMF tones transmitted over the 
line may be substantially reduced before reaching the GMX-48 System. This natural degradation in tone volume 
may adversely affect the reliability of the DISA feature. Other factors which can affect DISA performance are 
C.O. line noise and the quality and strength of the DTMF tones generated by the off-premises phone itself. 
All keysets in the system 
are inoperative. No LED 
indication when a line key is 
pressed. + 30 +2.OVDC 
measurement (as described 
on page 6-2) is not present. Open or loose con- 
nection in the cable 
between the power 
supply and the KSU, 
or a defective cable 
Circuit breaker on power 
supply has been tripped. 
Defective power supply 
or connector 
Defective EXP 
Defective KCB ‘Ilrm off the AC power. Check to see that 
DC power cable is properly connected. 
Repair or replace the power supply, the 
cable, and/or the KCB if the connection 
is faulty. 
Reset the circuit breaker. 
Use a voltmeter to check the + 30VDC 
voltage at the power supply DC connector. 
(See INSTALLATION, page 3-27, for 
proper procedures.) If the voltage is not 
+ 30 +2.0VDC, replace the power supply 
and/or the cable. 
Remove all EXPs. Replace the EXPs one at a 
time and check the system voltages on the 
KCB (refer to page 6-2), until the defective 
EXP is isolated. Replace the faulty module. 
Refer to page 6-2 to test the system 
voltages. Replace the KCB if faulty. 
Page 6-12