Lucent Technologies DEFINITY PC Console Release 2.5 Users Manual

   Troubleshooting
 9  
  Issue 2.5   October 1999   9-1   Your console has access to many features that are helpful in troubleshooting various
problems.  This chapter presents those features, as well as procedures and
recommendations that will assist you in isolating and analyzing problems, before
escalating them to higher-level support personnel.
  Refer to the appropriate section in this chapter, according to the type of problem
you are attempting to identify and correct.
  This chapter includes the...

  Troubleshooting
   9-2   Issue 2.5   October 1999  To protect the data on your PC, implement a regular backup procedure.
Information can be backed up (stored) on a diskette, tape, or remote network
drive.  It is also wise to follow a circular backup routine; keeping the last three
backup files — and only overwriting information older than that.  In the event of
a disk failure, you can still access and restore information that is relatively
recent.
  During installation, you must specify the directory...

  Troubleshooting
   Issue 2.5   October 1999  9-3   Troubleshooting Problems with the Telephone
or PassageWay Adapter 
  Symptom  Probable Cause  Recommended Solution
   You cannot use the DCP
telephone in the normal manner.   This is not a problem.  The PC Console
environment disables the normal functionality
of the telephone.  Pressing the Speakerphone
button on the DCP telephone
produces a dial tone.  On the switch side, the port is
administered for a DCP
telephone.  At the switch, re-administer the...

  Troubleshooting
   9-4   Issue 2.5   October 1999  
  The red light on the
PassageWay Adapter, or in the
tenth Call Appearance position
on the 8411 telephone, remains
steadily lighted when
PC Console is running.  PC Console is administered to
use the wrong COM port.  Verify that the COM port to which the
PassageWay Adapter or 8411 telephone is
physically connected is consistent with the
port identified in the System Parameters
folder of the System Administration window.
If it is not, either reconfigure...

  Troubleshooting
   Issue 2.5   October 1999  9-5   Troubleshooting Error Messages 
  Symptom  Probable Cause  Recommended Solution
   Error message “Insufficient
memory” is displayed.  There is not enough available
memory to run the PC Console
application or related Help files.
This may be a hardware-related
problem, or it may simply
indicate that too many
applications are running.  Exit the PC Console application.
 
  Verify that the PC meets the minimum
configuration requirements, including 16 MB
of...

  Troubleshooting
   9-6   Issue 2.5   October 1999  
  When attempting to launch
PC Console, a Windows “Error
3520” message is displayed on
the screen.  “Share” is not enabled on your
PC.  The PC Console
application requires that files be
sharable.  Close PC Console and all other software
applications.
 
  Locate your autoexec.bat file.  For Windows
3.11, this file is located in your root directory
on c:\
 
  Open the file using any text editing software
(Notepad, Word, or DOS editing commands,
etc.)....

  Troubleshooting
   Issue 2.5   October 1999  9-7  
  When launching PC Console, a
warning message indicates
“PassageWay not found.”  The COM port is not
administered correctly, or the
PassageWay Adapter, 8411
telephone or CallMaster VI
telephone is not receiving power
or is not properly connected to
the switch.  Double-check your installation configuration,
and verify that all required connections are
correctly made.  (Refer to the configuration
instructions and options detailed in
Chapter 1,...

  Troubleshooting
   9-8   Issue 2.5   October 1999  
  A General Protection Fault
occurs, and the error message
indicates PC Console caused
the error.  The PassageWay Adapter,
8411 telephone, or
CallMaster VI telephone has lost
connectivity with the switch.  Double-check your installation configuration,
and verify that all required connections are
correctly made.  (Refer to the configuration
instructions and options detailed in
Chapter 1, “Installation.”)  Then reboot your
PC and relaunch the PC Console...

  Troubleshooting
   Issue 2.5   October 1999  9-9  
  The message “Password table
not found” is displayed, and
PC Console will not launch.  PC Console is unable to locate a
password table in the System
database.  Restore a backup copy of the System
database.  By default, the System database
should be located at
pccon2\admin\pccadmin.mdb.  The default
location of its backup file is
pccon2\backup\pccadmin.mdb.
If a backup copy is not available, reinstall the
PC Console software, being certain to save
the...

  Troubleshooting
   9-10   Issue 2.5   October 1999  
  The message “Password file not
found” is displayed, and
PC Console will not launch,
however the System database
has not actually been moved or
deleted.  The System database has
become corrupted.  If Microsoft Access 2.0 or later is
available to you:
  Launch Microsoft Access, then open the
System database.  By default, it is located at
pccon2\admin\pccadmin.mdb.  Double click
on the Password table to open that table.
One-by-one, delete all entries...