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 following information, in the order listed below:
n Backup Procedures and Considerations
n Troubleshooting PC Console Installation and Usage Problems
n Troubleshooting Switch Problems
n Recovering from a Power Failure
n Recovering from a PC Failure
  Backup Procedures and Considerations  Regular backup procedures are an essential element in the successful operation
of your PC Console.  Your PC must maintain a sizable chunk of information that
is critical to your organization.  In the event of a power failure, PC failure, or
switch failure, it is extremely important to have the information maintained on
the PC accessible elsewhere, as well. 
						

							  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 to which PC Console software
and information is stored.  If you specify a directory other than the default
PC Console directory (pccon2), make a note of the name and location of that
directory.  Then implement a regular backup plan; backing up all information
within the PC Console directory.
  In addition to maintaining backups of your software, it is important to recognize
the importance of hardware-related issues.  If, for example, you have displaced
an older non-PC based console, you may wish to retain it, for use in the event of
a PC failure.  A backup power source is also wise.  If your PC Console is
powered by a local electrical outlet, consider augmenting the configuration with a
battery backup system.  This is particularly important if your switch is supported
in a similar manner.
  Lastly, consider backing up the telephone outlet to which PC Console is
connected.  If an outlet (or related wiring) should fail, it is extremely helpful to
have a second outlet available locally.  This permits PC Console to be
reconnected very quickly to your system, in the event of a problem with the
telephone jack.
  Troubleshooting PC Console
Installation and Usage Problems  If you encounter difficulties installing or using PC Console, consult the charts
that begin on the next page, for an indication of the probable cause, and
recommended solution for your situation. 
						

							  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 port to
indicate that an attendant console is in use.  Pressing the Speakerphone
button on the DCP telephone
does not cause the SPKR lamp
to light.  The telephone is not receiving
power, or it may be defective.  Verify that your system is actually receiving
power.
 
  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.”)
 
  If the problem persists, replace the DCP
telephone.  You can hear the incoming caller
through the speaker, but the
caller cannot hear you.  You may be using a DCP
telephone that has one-way
speaker capability.  Use the handset on the telephone, instead of
using the speaker.
 
  Add a 500A adapter and headset to your
installation.  (Refer to the configuration
instructions and options detailed in
Chapter 1, “Installation.”)
 
  Replace the DCP telephone with one that
includes a full-duplex speaker.  The lights on the PassageWay
Adapter, or the 8411 or
CallMaster VI telephone do not
light.  The PassageWay Adapter,
8411, or CallMaster VI
telephone is not receiving power,
or it may be defective.  Verify that your system is actually receiving
power.
 
  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.”)
 
  If the problem persists, replace the
PassageWay Adapter, 8411, or
CallMaster VI telephone.  The red and green lights on the
PassageWay Adapter, or in the
tenth Call Appearance position
on the 8411 telephone, are
flashing in an alternating pattern.  The power supply may be
connected to the wrong jack, or
the telephone may be defective.  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.”)
 
  If the problem persists, replace the DCP
telephone. 
						

							  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 the hardware, or
change the software settings to point to the
serial port actually connected to the
PassageWay Adapter or 8411 telephone.
Exit, then relaunch PC Console to effectuate
this change.
 
  Verify that the port, on the switch side, is
properly administered as an attendant
console. 
						

							  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 RAM dedicated to the PC Console
application.  (The minimum requirements are
detailed in Chapter 1, “Installation.”)  If it
does not, upgrade or replace the PC.
 
  Close down any open applications, and exit
Windows.  Relaunch Windows, relaunch
PC Console, and run only those applications
that are actually necessary in your
environment.  The PC is indicating one or
more configuration error
conditions.  The messages you
see may include “Windows not
installed,” “Insufficient memory,”
or “Super VGA not installed.”  The PC you are using does not
meet the minimum requirements
to run the PC Console
application.  Upgrade your PC.  Refer to the minimum
requirements for this PC, listed in Chapter 1,
“Installation.”
   An error message indicates
“Overflow.”  When you click on
OK to clear the message and
return to the PC Console
application, nothing works.  Windows is overloaded.
   Exit the PC Console application.  Relaunch,
then immediately re-exit PC Console again.
This will clear up any hung Windows
processes.
 
  It is also wise to close all other applications,
and exit Windows to free up all memory
resources.  Then relaunch Windows,
relaunch PC Console, and run only those
applications that are actually necessary in
your environment. 
						

							  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.).  Locate the last line that begins with the
word “SET.”  Add a new line immediately
after this.  The new line should read:
 
  c:\dos\share.exe /l:500 /f:5100
 
  Follow this with a carriage return.
 
  If you are running Windows 3.11, exit out to
DOS.
 
  Follow the usual procedure to reboot your
system.  Reload Windows and the
PC Console application.  When launching PC Console, a
warning message indicates
“COM Port in use.”  An application other than
PC Console is vying for the
administered COM port.  Verify that no application, other than
PC Console, is allowed to vie for the COM
port.
 
  Verify that the COM port connection to the
PassageWay Adapter, 8411 telephone, or
CallMaster VI telephone is consistent with
the port identified in the System Parameters
folder of the System Administration window.
If it is not, either reconfigure the hardware, or
change the software settings to point to the
serial port actually connected to the
PassageWay Adapter, 8411 telephone, or
CallMaster VI telephone.  Exit, then relaunch,
PC Console to effectuate this change. 
						

							  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, “Installation.”)
 
  Verify that the COM port connection to the
PassageWay Adapter, 8411 telephone, or
CallMaster VI telephone is consistent with
the port identified in the System Parameters
folder of the System Administration window.
If it is not, either reconfigure the hardware, or
change the software settings to point to the
serial port actually connected to the
PassageWay Adapter, 8411 telephone, or
CallMaster VI telephone.  Exit, then relaunch,
PC Console to effectuate this change.
 
  Verify that the application is communicating
with the PassageWay Adapter, 8411
telephone, or CallMaster VI telephone.  If you
are using a PassageWay Adapter, its green
LED should be steadily lighted.  If you are
using an 8411 telephone, then button 10 on
the telephone should be steadily lighted.  If
this is not the case, refer to the product’s
troubleshooting documentation to
troubleshoot this component.
 
  Verify that the port, on the switch side, is
properly administered as an attendant
console. 
						

							  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 application.
 
  If this does not clear up the problem, verify
that the COM port connection to the
PassageWay Adapter, 8411 telephone, or
CallMaster VI telephone is consistent with
the port identified in the System Parameters
folder of the System Administration window.
If it is not, either reconfigure the hardware, or
change the software settings to point to the
serial port actually connected to the
PassageWay Adapter, 8411 telephone, or
CallMaster VI telephone.  Again, exit the
PC Console software, reboot your PC and
relaunch PC Console to effectuate this
change.
 
  Also verify that the application is
communicating with the PassageWay
Adapter, 8411 telephone, or CallMaster VI
telephone.  If you are using a PassageWay
Adapter, its green LED should be steadily
lighted.  If you are using an 8411 telephone,
then button 10 on the telephone should be
steadily lighted.  If this is not the case, refer
to the product’s troubleshooting
documentation to troubleshoot this
component. 
						

							  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 old files to a backup directory.  This will
create a new System database. Then restore
all database files from the pccon2\backup\
directory into the new PC Console directory
(overwriting the newly created database
files).  This will restore your previously saved
database information.  The files you must
restore are listed below.
 
  Restore to the pccon2\admin directory:
pcclang2.mdb
 
  Restore to the pccon2\direc directory:  all
directory database files.  By default, these
are labeled dir1.md, dir2.md, dir3.md, and/or
dir4.md; with each having a corresponding
*.cdx file and *.dbf file that must be restored
as well.   Keep in mind, however, that your
administrator may use a different naming
convention to identify the various database
files. 
						

							  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 in the
password column.  Do not attempt to type the
new passwords directly into any field in this
column.  Exit Microsoft Access.
 
  Double-click on the Console
Administration icon.  Enter the usual
system name, but leave the password field
blank.  Click on the Attendant Management
folder, then readminister passwords for all
named administrators, including that of the
system.
 
  If Microsoft Access 2.0 or later is not
available to you:
  Restore a backup copy of the System
database.  By default, it is located at
pccon2\admin\pccadmin.mdb.  The default
location of its backup is
pccon2\backup\pccadmin.mdb.
If a backup copy is not available, reinstall the
PC Console software, being certain to save
the old files to a backup directory.  This will
create a new System database. Then restore
the following database files from the
pccon2\backup directory into the new
PC Console directory (overwriting the newly
created database files).  This will restore your
previously saved database information.  The
files you must restore are listed below.
 
  Restore to the pccon2\admin directory:
pcclang2.mdb
 
  Restore to the pccon2\direc directory:  all
directory database files.  By default, these
are labeled dir1.md, dir2.md, dir3.md, and/or
dir4.md; with each having a corresponding
*.cdx file and *.dbf file that must be restored
as well.   Keep in mind, however, that your
administrator may use a different naming
convention to identify the various database
files.
 
  Readminister all attendant profiles and
associated passwords, all button labels, and
all system parameters.