Inter-Tel Imx/Gmx 416/832 Installation Manual
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TROUBLESHOOTING INTER-TELPRACTICES Issue 1, November 1994 IMWGMX 416/832 INS’IXLLATION & MAINTENANCE (11) (12) (13) (14) (15) #30 Toll Security Feature Expired: The Week- ly Toll Limit feature is no longer in effect. It can be reenabled only by Inter-Tel Services person- nel. #Bl Toll Security Limit Exceeded: The weekly limit for one or both types of monitored calls is 100% depleted. The Programmer can set the lim- it to a higher value or reset it to zero. (When this alarm is displayed, any further alarms will not overwrite the display.) #32 Toll Security Data Changed: The weekly toll limit information has been changed in the database. #33 DISA Security Limit Exceeded: A DISA caller has entered an invalid password three con- secutive times. The incoming DISAtrunk is dis- connected and will not answer again for five minutes. #34 Toll Security Limit At 80%: The weekly limit for one or both types of monitored calls is 80% depleted. The programmer can set the limit to a higher value or reset it to zero. (When this alarm is displayed, any further alarms will not overwrite the display.) C. MAJOR ALARMSTEATREQUIRE IMMEDJATJZA’ITENTION 4.4 If a major alarm is detected by the system, the red MAJOR ALARM LED on the system status panel will light. When a major alarm occurs, do the following: (1) Attempt to reset the system by using the reset switch on the front of the Matrix Card or the HDLC Card or by using the programming termi- nal (refer to PROGRAMMIN G, page 5-168). If the system does not recover from the alarm, con- tinue 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 in INSTALLKL’ION on page 3-103. Using the troubleshooting charts beginning on page 6-12, try to isolate the defective part(s). NOTE When returning a faulty part, indicate all appli- cable error messages on the material return authoriza- tion m) tag. Page 6-8
INTER-TELPRACTICES TROUBLESHOOTING IMX/GMX 416/832 INSTALIATION & MAINTENANCE Issue 1, November 1994 D. FIELD SERVICE DIAGNOSTICS 4.5 Field service diagnostics can be programmed to appear in the SMDR printout or as a separate error print- out. When listed in a printout, field service diagnostics are preceded by l ** and the time of day when the error message occur&. Possible field service diagnostics and the associated troubleshooting procedures are as follows: 0) (2) (3) (4 HDLC Errors: ?? Xx: This indicates a hard- ware problem in error handling. Contact Cus- tomer Support and report the error message and the circumstances under which it occurred. Card: ‘Qpe Number -Inserted, Passed Init: This indicates successful detection and initial- ization of the card. No action is necessary. Card: Qpe Number - Removed: This indi- cates removal of the card. No action is necessary. STNAr X.Y ml]: The system has detected or received an error from a DKSC/KSC device (keyset, DSS/BLF Unit, or Attendant Computer Console). The possible accompanying error messages are: a. RZT Detected Transmission Emr: The sys- tem has detected a transmission error from a keyset, DSWBLF Unit, or Attendant Com- puter Console. This message may occur when the line cord is removed from a keyset, DSWBLF Unit, or Attendant Computer Con- sole and when the 25-pair cable is removed from a Keyset Card. In these cases, no action is required. However, if the error message oc- curs repeatedly for a DKSC/KSC circuit or a group of DKSC/K!E circuits for which the line cord(s) or the station cable is not being removed, all station cabling and wiring should be checked. If the problem persists, replace the station instrument and/or the Keyset Card and return for repair. b. ?? 2X: The system has detected an invalid data byte from a keyset, DSWBLF Unit, or Attendant Computer Console. This message may occur when the line cord is removed from a keyset, DSWBLF Unit, or Attendant Computer Console and when the 25pair cable is removed from a Keyset Card. In these cases, no action is required. However, if the error occurs repeatedly for a DKSC/ KSC circuit or a group of DKWKSC cir- cuits for which the line cord or the station cable is not being removed, all station cab- ling and wiring should be checked. If the Page 6-9 C. d. e. f. g. h. problem persists, replace the station instru- ment and/or the Keyset Card and return for repair. RZT Detected No-Respoonse Emr: The sys- tem has detected a lack of response from a keyset, DSS/BLF Unit, or Attendant Com- puter Console. This message generally indi- cates a hardware problem. Check all station cabling and wiring. If the problem persists, replace the station instrument and/or the Keyset Card and return for repair. Reconfigumz Request: The system has de- tected a temporary transmission problem from a keyset, DSS/BLP Unit, or Attendant Computer Console. If this error message oc- curs only intetmittently, no action is neces- sary. However, if the error occurs repeatedly for a DKSC/KSC circuit or a group of DKSCI KSC circuits, check all station cabling and wiring. If the problem persists, replace the station instrument and/or the Keyset Card and return for repair. Spurious Interrupt: The indicated device has undergone a reset. The reset may have been caused by electrostatic shock or electromag- netic interference in the vicinity of the station instrument. If this error message occurs only intermittently, no action is necessary. How- ever, if the error occurs repeatedly for a DKSC/KSC circuit or a group of DKSC/KSC circuits, check all station cabling and wiring. If the problem persists, replace the station instrument and/or the Keyset Card and return for repair. RTT Detected OMSCI Hardware Ermr: The system has detected a faulty DKSC/KSC cir- cuit. Replace the faulty Keyset Card and re- turn it for repair. Inconsistency Envr: The system has de- tected inconsistent communication with a keyset, DSS/BLF Unit, or Attendant Com- puter Console. If this error message occurs only intermittently, no action is necessary. However, if the error occurs repeatedly for a DKSC/KSC circuit or a group of DKSC/KSC circuits, check all station cabling and wiring. If the problem persists, replace the station instrument and/or the Keyset Card and return for repair. Peripheral Detected Xm*t Ermr: A keyset, DSS/BLF Unit, or Attendant Computer Con- sole has detected a transmission error from the system. If this error message occurs only
TROUBLESHOOTING INTER-TELPRACTICES Issue 1, November 1994 IMX/GMX 416/832 INSTALLATION & MAINTENANCE 1. j. k. 1. m. Il. intermittently, no action is necessary. How- ever, if the error occurs repeatedly for a DKSCXSC circuit or a group of DKSCLKSC circuits, check all station cabling and wiring. If the problem persists, replace the station instrument and/or the Keyset Card and return for repair. Peripheral Output Queue Overflow: 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 necessary. However, if the error occurs repeatedly, the station user should be instructed to avoid pushing the station instrument keys so rapid- lY* Lamp Sojbvare Envr: This message indi- cates a problem with the software. Freeze the CP history queue and notify Customer Sup port of the error message. Reset the identified station instrument to attempt to clear the problem. Envr Message Lost: This indicates that DKSC/KSC error messages might have been lost. No action is necessary. State Enur: This message indicates that the peripheral processor’s RAM code has been corrupted. The indicated card should be reset (unplugged, then re-inserted). Notify Cus- tomer Support of this error message along with any prior error messages. The following errors indicate a problem with a keyset, DSS/BLF Unit, or Attendant Com- puter Console. When these errors occur, re- place the faulty device and return it for repair. Peripheral Watchdog Tiieout Peripheral Trap Error Peripheral Tier Error Peripheral SWI Error Peripheral TDFU Error KY - This message may appear when a DKSC/KSC device is connected to a Keyset Card and when the system is powered up. The (6) 0 (8) (9) message indicates the station version number sent to the system. Ifthemessage reads”VO”, no action is necessary. If the message reads anything other than TO”, the DKWKSC device is not functioning properly and must be replaced. The following messages indicate minor software errors. Although they detect inconsistent opera- tion, they generally do not warrant a system re- set. If any of these messages should occur, note the circumstances under which they occurred and contact Customer Support. Invalid InpubKeyset: XX State: XXX Input: XX Invalid InpubKeysek XX State.: XXX Tier No.: Xx Invalid InputAine: XX State: Xxx Input: XX Invalid InputLine: XX State: XXX Timer No.: XX Gutccl Tier Not Found = $xX Device = $xXxX Invalid Error Message: Task Single User Abort: Device ‘Qpe = ‘ITITI’ De- vice Number = $xX: This message indicates that a minor software reset has occurred concem- ing the indicated device. Note the circumstances 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 took place. They should be reported along with the accompanying error messages. Xx Requests For A DTMF Receiver Failed In The Last Six Hours Due To Ail DTMF Receiv- ers Being Used: If this message occurs frequent- ly, additional DlMF decoders should be installed on the Matrix Card and/or the Expan- sion Card. (See pages 2-15 and 2-16 for addi- tional information.) Any other error messages: Note the circum- stances under which the message(s) occurred and contact Customer Support. NOTE: When returning a faulty station instrument or card, indicate all applicable error messages on the mate- rial return authorization @IRA) tag. Page 6-10
INTER-TELPRACTICES TROUBLESHOOTING IMX/GMX 416/832 INSTALLATION & MAINTENANCE Issue 1, November 1994 E. POWER-UP STATUS MESSAGES 4.6 When the system power is turned on, it should fol- low the power-up process described on page 3-B in INSTALLKHON. However, if the system does not power up properly, the status message displayed on the programming monitor can sometimes be used to isolate the problem. Some possible failed power-up messages and the associated troubleshooting procedures are as follows: (1) HDLC Error: The MXC-HDLC cable is dis- connected or the telecom card cage has no power. This indicates that the HDLC controller has detected an external interrupt. Check to see that the Matrix Card is properly seated. The problem could also be a defective HDLC-to- MXC interface cable or a defective power supply module. (2) If the system stops before completing the entire power-up process, one of the messages listed be- low may be displayed. If so, check to see that the pro68 Card and the HDLC Card are properly seated. The problem could also be a defective Pro6g-to-HDLC interface cable, a defective pro68 Card, or a defective HDLC Card. If the problem cannot be corrected, record the status message and contact Customer Support. PIO-IllltiolizptiOll PfClimkyRAMTest Relimhary Initialization Write&otect RAM Test Performing Self-Tests Common OS Data Initialization System Task Data Initialiition PostingMcssagcsToUscrTasks Minor Initialization Complete Major Initialization Complete Page 6-11
TBOUBLESHOOTING lNTEB-TELPBACTIcES Issue 1. November 1994 IMX/GMX 416/832 lNS’ML.LATION & MAINTENANCE I 5. TROUBLESHOOTING CHARTS NOTE: For additional troubleshooting procedures and important diagnostic information, refer to the new 2561832 Tmuble.shootingfDiagnostics Manual, which will be published at a later date. In the interim, certified technicians may contact Customer Support for any nec- essary troubleshooting assistance. 5.1 The simplified troubleshooting charts located on the following pages list symptoms, possible causes, and corrective actions for problems. Look up the problem in the appropriate chart and perform the corrective actions in the order given. The troubleshooting procedures for correcting equipment failures have been divided into six categories: A. System B. COTnmks C. Features D. Keysets E. Single-Line Sets F. DSWBLF Units NOTE: Throughout the troubleshooting section of the manual, there are numerous references to replacing the defective part and returning it for repair. However, be- fore returning any part, proper troubleshooting proce- dures should be used to verify that the part is actually de- fective. For example, if a Keyset Card (DKSC, KSC, or KSC-D) appears to be defective, swap it with a “known good” card presently installed in the system. If the prob- lem follows the suspect card, it can be considered defec- tive. For more information on returning defective equip men< refer to page 6-41. A. SYSTEM 5.2 If the problem involves one of the following sys- tem features, refer to Figure 6-2 on pages 6-14 through 6-17. Repeated occurrence of all calls in progress drop Ping. All keysets are inoperative. DISA is inoperative. Unable to interface with a computer call-up device. The time of day is inaccurate. No music-on-hold/background music. RFI/EMI present over conversations. Faulty DID numbers displayed at attendant stations. 5.3 If the problem involves one of the following CO trunk symptoms, refer to Figure 6-3 on pages 6-18 through 6-23. B. COTRUNKS .A,, I _’ 0 0 0 0 0 0 0 0 0 0 0 C. CO trunk inoperative throughout the system. Cannot obtain CO dial tone. Low volume on all CO trunks. Cannot break CO dial tone. Cannot place an outgoing call. Other station conversations can be heard on the CO trunk. Calls are dropped during conversation or when answered. CO trunk cannot be reseized. Noise on CO trunk at all stations. CO trunk remains seized after the call is ended. Ground start trunks not functioning properly. I FEATURES 5.4 For problems involving the following features, re- fer to Figure 6-4 on pages 6-24 to 6-29. 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Feature does not appear to work properly. Cannot transfer CO or intercom calls to other sta- tiOnS. Cannot transfer calls to outside numbers. Cannot transfer incoming CO calls or place them on hold. Cannot initiate a conference. Redial feature is inoperative. Cannot initiate an internal page. Cannot initiate an external page. House phone is inoperative. Cannot initiate a call forward. Calls do not follow requested forward. Station is not receiving hunt group calls. Station is not receiving pages. Call privacy release inoperative. Station cannot be placed in do-notdisturb. Automated attendant inoperative. SMDA reports not generated automatically and/or cannot be generated using the attendant feature code. Page 6-12
INTER-TELPRACTICES TROUBLESHOOTING IMX/GMX 416/832 INSTALLATION & MAINTENANCE Issue 1, November 1994 D. KEYSETS 5.5 If problems involve keysets or their optional equipment, refer to Figure 6-5 on pages 6-30 through 6-35. 0 0 0 0 0 0 0 0 0 0 0 I 0 0 0 0 0 E. Keyset is inoperative. A group of keysets is inoperative. LCD is inoperative. Headset is inoperative. Keyset squeals when placing and/or receiving calls. Camtot break CO dial tone. Data device not operating properly. Data noise when the keyset is off hook. Cannot obtain intercom dial tone. Cannot break intercom dial tone. Cannot place an intercom call. Cannot place a call using the speakerphone on a digi- tal keyset. LRA not operating properly. Cannot receive off-hook voice announce calls. Cannot place off-hook voice announce calls. Erratic keyset operation. SINGLE-LINE SETS 5.6 The following problems are discussed in Figure 6-6 on pages 6-36 through 6-38. 0 0 0 0 0 0 0 0 0 0 F. Single-line set is inoperative. Agroup of eight or 16 single-line seta is inoperative. Single-line set will not ring. Ring trip is not provided to a group of eight or 16 single-line sets. AC ringer-equipped single-line sets will not ring. Cannot obtain intercom dial tone. Camtot place an intercom call. Cannot break CO dial tone. Cannot place off-hook voice announce calls. Single-line sets not receiving message waiting in- dications and/or message lamps not functioning properly- DSS/BLF UNITS 5.7 For DSWBLF Unit problems, refer to Figure 6-7 on pages 6-39 and 640. DSS/BLF Unit is inoperative. Incorrect LED indications. Calls are transferred to the wrong station. Cannot place immediate off-hook voice announce calls. page 6-13
TROUBLESHOOTING INTER-TELPRACTICES Issue 1, November 1994 IMX/GMX 416/832 INSTALLATION & MAINTENANCE FIGURE 6-2. SYSTEM TROUBLESHOOTING CHART - ! / SYMPTOM I PROBABLE CAUSE Repeated occurrence of all calls in progress dropping I AC line is not isolated and dedicated Defective power supply module(s) ~ IC-CO/CO-CO Disconnect timer(s) need(s) adjustment Inter-Ring Silence timer val- ue is set too short CORRECTWE ACTION Have isolated, dedicated line installed. Refer to page 3-4 in INSIALLKlTON for details. Refer to INSTALLAHON, page 3-55,. to perform the power supply electrical test. Replace the powel supply module(s) if faulty. Relocate the equipment cabinet a minimum of 20 feet from any equipment that is a potential source of interference. See dialed digits field in SMDR, page 4-124 in FEMURES. Set timer(s) to a higher value. Refer to PROGRAMMING, page 5-77. Ensure timer value is set longer than the central office ringing is “off.” See PROGRAMMING, page 5-77. Refer to page 3-103 to test the system voltages. Replace the card(s) if faulty. NOTE: The central office must provide a minimum of 20mA loop current. SYMPTOM All keysets in the system are inoperative; no LED indica- tion when a trunk or call key is pressed; +30.5 fo.9VDC measurement (as described on page 3-103) is not pres- ent (+3OVDC LED on the MXC is off) PROBABLE CAUSE CORRECTIVE ACTION Dpen or loose connection in the cable between the power Turn off the AC power. Check to see that the Tele- wpply and the Telecom corn Motherboard power cable is properly con- Motherboard, or a defective netted. Repair or replace the power supply, the cable, and/or the Telecom Motherboard if the con- cable nection is faulty. Defective power supply Use a voltmeter to check the +3OVDC voltage at module or connector the power supply terminals. If the voltage is not t30.5 fo.9VDC, replace the 30V Module, the power supply chassis, and/or the cable. Defective DKSC/KSC Remove all DKSC/KSCs from the equipment cabi- net. Replace the DKSC/KSCs one at a time and check the system voltages on the MXC or EXP Card (refer to page 3-103), until the defective card is isolated. Replace the faulty card. Defective Telecom Mother- Check the system voltages on the MXC or EXP board Card (refer to page 3-103). Replace the Telecom Motherboard if necessary. j Page 6-14
INTER-TELPRACTICES TROUBLESHOOTING IMX/GMX 416/832 INSTALLATION & MAINTENANCE Issue 1, November 1994 FIGURE 6-2. SYSTEM TROUBLESHOOTING CHART (CONT’D) I SYMPTOM I PROBABLE CAUSE I CORRECTWE ACTION I DISA inoperative User error Refer to PEAWRES, page 4-38, for correct pro- cedures. Telephone not compatible User must dial in from a MMF telephone. Programming error Ensure that the trunk group is identified correctly as a day or night DISA trunk group. Refer to PRO- GRAMMING, page 5-111. Defective trunk card Replace the defective card(s). Defective MXC or EXP Refer to page 3-103 to test the system voltages. Card Replace the card(s) if faulty. NOTE: Due to the natural characteristics of the CO trunk, the volume level of M’MP tones transmitted over the trunk may be substantially reduced before reaching the 416/832 System. This natural degradation in tone volume may ad- versely affect the reliability of the DISA feature. Other factors which can affect DISAperformance are CO trunk noise and the quality and strength of the M’MP tones generated by the off-premises phone itself. SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Unable to interface with computer call-up device ~~cuivnt being called is Ensure that the called equipment is functioning (banking machine, answer- correctly. ing machine, auto dialer, etc.) DThdF digit duration/pause Check with the equipment manufacturer for specifications of called equipment is incompatible lYlMP digit duration/pause specifications. Adjust with 416l832 System lYlMP Digit Duration/Pause timer. (Refer to page 5-77 in PROGRAMMIN G.) Default value is 6/100 second. CO trunk is designated for dial-pulse signaling CO trunk must be designated as DTh4F. Refer to page 5-103 in PROGRAMMING. Defective trunk card Replace the associated trunk card. Defective MXC or EXP Card Refer to page 3-103 to test the system voltages. Replace the card(s) if faulty. SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION The time of day displayed The clock on the PC Moth- on keyset LCDs, printed on erboard, which controls the If the system clock is gaining or losing less than SMDA reports, etc. is inac- ten minutes a week, the time can be adjusted auto- system clock functions, is matically through database programming. (See curate out of tolerance or defective PROGRAMMIN G, page 5-172, for details.) If the system clock is gaining or losing more than ten minutes a week, replace the PC Motherboard. Page 6-15
TROUBLESHOOTJNG INTER-TELPRACTICES Issue 1, November 1994 JMX/GMX 416/832 INSTALLATION % MAINTENANCE FIGURE 6-2. SYSTEM TROUBLESHOOTING CHART (CONT’D) . . : ...I ~,’ SYMPTOM PROBABLE CAUSE CORRECTWE ACTION No music-on-hold/back- External music source Check the external music source for proper opera- ground music (external mu- turned off or inoperative tion. Optimal input level is .77!5VRMS (OdB). Re- sic source connected) fer to INSTALL/ZION, page 3-142. Matrix Card MOH jumper Move the music-on-hold jumper strap(s) on the strap(s) not in proper posi- MXC to the ON position. tion (no MOH, but back- ground music is operative) Defective cable between Repair or replace the cable. Check to see that the music source and MXC proper connector was used. Refer to SPECIPICA- TIONS, page 2-14. Defective MXC Replace the MXC. SYWTOM PROBABLE CAUSE CORRECTIVE ACTION RFIIEMI present over con- AC power source or ground- Verify that the AC circuit is isolated and dedicated rersations ing incorrect (see page 3-4 in INSI’ALLATION) and check for proper grounding (see page 3-54 in INSTUA- TION). Grounding point is source of While the system is running on AC power, tempo- rarily remove the grounding wire to determine if it is the source of the RFI/EMI. See page 3-54 in INSTALLAIION for proper grounding require- ments. AC power source is causing If an external battery back-up power source is in- stalled, switch system operation to battery back-up power by unplugging the power source’s AC pow- er cord (with grounding wire connected to equip ment cabinet). If RFI/EMI stops, the AC power source is the cause. Install an RlWEMI filter or equivalent on the AC outlet. A NOTE: For further RFWMI troubleshooting assistance while ox site, certified technicians should contact Customer Support with the following information: 1. Modulation -AM, FM, or other 2. Frequency of the interfering station (in Hz) 3. Broadcast power 4. Distance between equipment cabinet and broadcast antenna 5. Who hears RFL l Outside call - inside party only? l Outside call - outside party only? l Outside call - both parties? 0 Intercom call - one or both parties? 1 6. Type of instrument(s) on which RFI is heard -Standard Digital Keyset, Executive Digital Keyset, IMX 24-line keyset, IMX 24-line AIM keyset, IMX 12&e keyset, IMX 1Zline AIM keyset, IMX 8line keyset, IMXS-line AlM keyset, Inter-Tel/DVK 24line keyset, Inter-Tel/DVK 1Zline keyset, Inter-Tel/DVK 8-line keyset, GMX 24line keyset, GMX 1Zline keyset, GX 24-line keyset, ESLS, SLI, or single-line IYI’MF set Page 6-16
INTER-TELPRACTICES IMX/GMX 416/832 INSTALLATION & MAINTENANCE TROUBLESHOOTING Issue 1, November 1994 FIGURE 6-2. SYSTEM TROUBLESHOOTING CHART (CONT’D) SYMPTOM PROBABLE CAUSE CORRECTIVE ACTION Faulty DID numbers dis- User error (after dialing the only valid DID “start” digits can be properly pro- played at attendant stations correct 3- or 4digit “base” cessed by the system. number, the user entered in- correct or incomplete ‘start” digits) Programmiqf error Ensure that all valid DID numbers have been pro- grammed to ring in to the appropriate locations. (gee page 5-107 in PRGGRAMMING.) Defective DID trunk from At the IDC block, remove the bridging clips for central office (the system is the trunk. On the system side of the block, use a receiving incomplete or mu- test set to verify the DID trunk connection and the tilated DID “start” digits) system’s ability to accept and process valid digits. Also, move the trunk to a known good IDC circuit. If the problem follows the trunk, contact the tele- phone company. Defective IDC Card Replace the associated IDC Card. Page 6-17