Lucent Technologies DEFINITY PC Console Release 2.5 Users Manual

							  Troubleshooting
   Issue 2.5   October 1999  9-11  
  The error message that begins
with “Not current version” is
displayed and PC Console shuts
down.  The indicated file is out of date
and must be replaced with the
current version.  Reinstall the PC Console software.  This will
create the required file.  You will then need to
copy all of the database files from the
pccon2\backup directory into the new
PC Console directory (overwriting the newly
created database files); to restore your
previously saved database information.  The
files you must restore are listed below.
 
  Restore to the pccon2\admin directory:
pccadmin.mdb and 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.  The error message that begins
with “System file not found:” is
displayed when you launch
PC Console.  The indicated file is missing and
must be restored.  Locate and restore a backup copy of the
missing file.  The default location of the
PC Console files is  pccon2.
 
  If a backup copy is not available, reinstall the
PC Console software.  This will create the
missing file.  You will then need to copy all of
the database files from the pccon2\backup\
directory into the new PC Console directory
(overwriting the newly created database
files); to restore your previously saved
database information.  The files you must
restore are listed below.
 
  Restore to the pccon2\admin directory:
pccadmin.mdb and 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
   9-12   Issue 2.5   October 1999  
  An error message indicates
“Server not found.  Using local
file.”  PC Console is unable to locate
the software or database files
that reside on your LAN server.
The connection to the server
may be broken, or the server
itself may be down.  PC Console
is going to attempt to switch to
the software and database files
that reside on your hard drive to
allow you to continue placing
and receiving calls.  PC Console will continue to function
normally, using your local copy of the
database and other information.  However,
you need to determine whether the LAN
server is down.
 
  If the LAN server is not down, 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 LAN server is down, bring it back
online, then exit and relaunch the
PC Console application to again use the LAN
database information that all operators can
share.  An error message indicates
“Corrupted database:  (file
name).  Using local file.”  PC Console has found a corrupt
database file on your LAN
server, and will attempt to locate
and switch to the equivalent
database file on your hard drive.  PC Console will continue to function
normally, using your local copy of the
database and other information.
 
  Restore a backup copy of the corrupted PC
Directory database to the LAN.
 
  Once the LAN copy of the database has
been restored, you must bring it back online.
Exit, then relaunch the PC Console
application to again use the LAN database
information that all operators can share.  An error message indicates
“Server not found.  File not
found: (file name).”  PC Console was unable to
locate the software or database
files that reside on your LAN
server.  It next attempted, and
failed, to locate replacement files
on your hard drive.  The
connection to the server may be
broken, or the server itself may
be down.  In addition, a local
copy of the PC Console files are
not available on your hard drive.  If the LAN server is not down, 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 LAN server is down, bring it back
online, then exit and relaunch the
PC Console application to again use the LAN
database information that all operators can
share.
 
  Also consider installing a copy of
PC Console on your local hard drive, so that
it can continue to function in the event of a
LAN failure. 
						

							  Troubleshooting
   Issue 2.5   October 1999  9-13  
  An error message indicates
“Corrupted database.”  When
you click on OK to clear the
message and return to the
PC Console application, all
screens are displayed in
English, regardless of how they
were previously administered.  The Language database has
become corrupted.  Restore a backup copy of the Language
database.  By default, the Language
database should be located at
pccon2\admin\pcclang2.mdb. The default
location of its backup file is
pccon2\backup\pcclang2.mdb.
 
  If a backup copy is not available, reinstall the
PC Console software.  This will create a new
database containing the standard languages.
You will need to recreate any custom
languages required within your environment.
You will also need to copy all other database
files from the pccon2\backup directory into
the new PC Console directory (overwriting
the newly created database files); to restore
your previously saved database information.
The files you must restore are listed below.
 
  Restore to the pccon2\admin directory:
pccadmin.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
   9-14   Issue 2.5   October 1999   Troubleshooting General Usage Problems 
  Symptom  Probable Cause  Recommended Solution
   Double-clicking on the
PC Console icon has no effect.
   PC Console is already running.
It may be minimized or running
in the background.  Switch to the running PC Console
application.  You can either:
n Hold down ALT and press the TAB key
until you locate  PC Console.   Then
release the ALT key
n Hold down CTRL and press the ESC key
to open a Task List on the screen.
Highlight the PC Console application on
this list and click Switch To.  The system password is
unavailable, lost, or forgotten;
and PC Console is not running.   Locate and open the initialization file for
PC Console.  You use Notepad or another
text processing program to do so.  The
default name and location of this file is
pccon2\pccon.ini.
 
  A section named [System] is listed at the top
of the file.  Within that section, locate the line
that begins:
 
  SystemUserName =
 
  Delete the entry after the = sign.  When you
relaunch PC Console, you will be required to
define a new system name and password.
 
  A backdoor is also available from the TSC or
ITAC.  Refer to “Product Support” in the
“About This Document” section for contact
information.  The user password is
unavailable, lost, or forgotten.   The system administrator must assign a new
password for the user in the Attendant
Management folder of the System
Administration window.  You can only see about 75% of
the PC Console screen.  The Super VGA large font is
installed on your PC monitor.  Replace the monitor, adhering to the
minimum requirements specified in
Chapter 1, “Installation.”
  Set the display to 800 x 600 pixels, and
specify a small font and 256 colors in the
associated display settings.  Refer to the
User’s Guide that accompanied your PC for
step-by-step instructions.  The PC Console screens are
skewed, or otherwise improperly
displayed.  Your computer’s pixel setting is
incompatible with the
PC Console software.  Set the display to 800 x 600 pixels, and
specify a small font and 256 colors in the
associated display settings.  Refer to the
User’s Guide that accompanied your PC for
step-by-step instructions. 
						

							  Troubleshooting
   Issue 2.5   October 1999  9-15  
  PC Console is not responding
quickly to your commands.  If you are running Windows 3.x,
it may be overloaded, or
information may be scattered,
and therefore difficult to locate
on your hard drive.
If PC Console is using
information stored on a LAN,
this may indicate that the LAN is
overloaded.  If so, contact your
help desk or system
administrator to evaluate and
troubleshoot the LAN.  Exit the PC Console application.  Close all
other applications, and exit Windows to free
up all memory resources.
 
  If possible, correct any problems that exist on
the hard drive, including locating and fixing
any bad sectors or lost clusters.  Depending
upon your PC’s configuration, you may be
able to use the following DOS commands to
clean up your hard drive: defrag, optimize,
scandisk, and chkdsk /f.  For additional
information, refer to the Microsoft MS-DOS
User’s guide.
 
  When you are finished, relaunch Windows,
relaunch PC Console, and run only those
applications that are actually necessary in
your environment.  Clicking on the Help button or
selecting Help from the menu
does not open the Help file.  The Help file was deleted.  Restore a backup copy of all Help files.
 
If a backup copy is not available, reinstall the
PC Console software.  This will create a new
Help file.  You will then need to copy all of the
database files from the pccon2\backup\
directory into the new PC Console directory
(overwriting the newly created database
files); to restore your previously saved
database information.  The files you must
restore are listed below.
 
  Restore to the pccon2\admin directory:
pccadmin.mdb and 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
   9-16   Issue 2.5   October 1999  
  The PC Console Directory
upload appears to stall part-way
through the process.  Except for
a visible Cancel button, you
cannot see any indication that it
is actively updating.  This may be a switch
administration problem.  At least
one record in the Integrated
Directory (for example, a Trunk
Select Group) may be causing
the switch to repeat itself when
the Next button is selected.  As
a result, PC Console may be
continually looping through the
same record.
 
  Wait for five minutes to verify
that this is, in fact, a switch
administration problem.  (It may
instead be that the system is
polling multiple ports, at a rate of
100 records per minute.   If this
is the case, there is an obvious
slowdown, but you should see
activity on your screen within a
few minutes.)  If the problem persists, it requires the
following multi-step solution:
 
  Step 1:  Click the Cancel button to cancel
the upload process.  Then exit PC Console
Administration.
 
  Step 2:  Launch PC Console Operations,
click the PC Directory button, then select
Search by Last Name.  This will access all
of the names in that PC Directory.
 
  Step 3:  Locate the last record in that PC
Directory, and write down the name
associated with that record.
 
  Step 4:  Click the Integrated Directory
feature button.  Type the first few letters of
the name identified in the previous step.
Press the Next button repeatedly, until you
find the name entry that is identical to the one
you identified in Step 3.
 
  Step 5:  Press the Next button one more
time.  This is the record that is causing the
problem.  Exit PC Console Operations.
 
  Step 6:  Modify the Integrated Directory
database, at the switch, to add an asterisk at
the beginning of the problem name you
identified in the previous step.  Save the
modified name.
 
  Step 7:  At PC Console, launch PC Console
Administration and begin the upload process
again.  Upload will bypass the problem name
entry, since that modified name no long
appears as part of the Integrated Directory
database.
 
  Step 8:  Once the upload process is
complete, you can go back into the Integrated
Directory database, at the switch, to remove
the asterisk you added in Step 6.  If you
remove the asterisk, however, you will
experience the same difficulty with this
record, whenever you perform subsequent
uploads to this PC Console directory. 
						

							  Troubleshooting
   Issue 2.5   October 1999  9-17  
  A PC Directory was populated,
but now appears empty.  The PC Directory database was
deleted.  Restore a backup copy of the missing PC
Directory database.  By default, the PC
Directory database should be located at
pccon2\direc.
 
  If a backup copy is not available, you will
need to recreate the missing database.  If the
missing database is dir1.md, you will need to
reinstall the PC Console software to create
the required database structure.  You will
also need to copy all other database files
from the pccon2\backup directory into the
new PC Console directory (overwriting the
newly created database files); to restore your
previously saved database information.  The
files you must restore are listed below.
 
  Restore to the pccon2\admin directory:
pccadmin.mdb and 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.  The PC Directory will not
upload.  An error message
indicates “Integrated Directory
not administered,” or “Next not
administered.”  The switch or PC Console has
not been programmed with the
Integrated Directory feature.  Verify that the Integrated Directory feature
has been assigned to the same feature
button on PC Console as it was on the
switch, during the administration of that
switch.
 
  Also verify that the Next and Call display
buttons are assigned to the same positions
on PC Console as they are on the switch. 
						

							  Troubleshooting
   9-18   Issue 2.5   October 1999  
  PC Console does not respond to
any switch-related activity.  For
example, call handling and
feature buttons are not
functioning.  The COM port is not
administered correctly.  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.  PC Console intermittently
ignores incoming calls or loses
messages from the
PassageWay Adapter, 8411
telephone, or CallMaster VI
telephone.  The PC on which PC Console is
running may not meet the
minimum configuration
requirements.  Consequently, it
cannot adequately monitor the
connection to the PassageWay
Adapter, 8411 telephone, or
CallMaster VI telephone.  Verify that the PC meets the minimum
configuration requirements.  (These are
detailed in Chapter 1, “Installation.”)  If it
does not, upgrade or replace the PC.
 
  Verify that the COM port to which the
PassageWay Adapter. 8411 telephone, or
CallMaster VI 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, 8411 telephone, or
CallMaster VI telephone.  Exit, then relaunch,
PC Console to effectuate this change.
 
  Verify that no other application is allowed to
vie for the COM port used by PC Console.
This could include any modem or fax
application, TAPI software, secondary
PassageWay application, etc.  If any
application attempts to use the same COM
port as PC Console, this will interrupt
communication between PC Console and the
PassageWay Adapter,  8411 telephone, or
CallMaster VI telephone. 
						

							  Troubleshooting
   Issue 2.5   October 1999  9-19  
  PC Console consistently ignores
incoming calls.  One or more features buttons
are inappropriately enabled.  Verify PC Console is in the appropriate Day
or Night setting for your environment.
 
  Verify that the Position Busy feature is not
activated.  The feature buttons, Trunk
Group buttons, and/or Hundreds
Group buttons either do not
work, or activate the wrong
features.  The PC Console button labels
do not match the functions
administered at the switch.  Re-administer the switch and/or PC Console,
or replace the button labels so that all
elements of the administration process are
consistent.  PC Console cannot make
outgoing calls (except through
the Integrated Directory, if
administered).  The PC is not synchronized with
the PassageWay Adapter, 8411
telephone, or CallMaster VI
telephone.  Reboot the PC.  While the PC is rebooting,
disconnect and immediately reconnect either
end of the cable between the PC and the
PassageWay Adapter, 8411 telephone, or
CallMaster VI telephone.  This reconnection
will force the two components to
resynchronize their signals.  The Transfer, Hold, Release,
and Conference icons are never
displayed when outgoing calls
are made over a particular trunk
group.  The only icon that is
displayed is the Cancel icon.  The trunk group has been
administered, at the switch, to
not send signaling information to
the console.  At the switch, re-administer the affected
trunk group, and change the Outgoing
Display setting to “y”es.  Status lamps that are not
connected to any stations are
lighted.
   Status lamps may be associated
with stations administered
without hardware (AWOH)
translations.  At the switch, determine whether the status
lamps are associated with stations
administered without hardware (AWOH)
translations.
 
  Refer to the section in this chapter entitled
“Troubleshooting Switch Problems,” and
follow the offered solutions to isolate other
possible causes of the problem.  
						

							  Troubleshooting
   9-20   Issue 2.5   October 1999   Troubleshooting Switch Problems  Each system site should have a well-defined policy for collecting and responding
to system alarms and user-generated trouble reports.  Alarms that are generated
by the system produce visible signals at the console, at selected telephones, and
at the system equipment cabinet.
  If the system has a link to a remote maintenance site, your system alarms will be
sent to the remote site automatically.
  If your system does not have a link to a remote maintenance site, then your
system-generated alarms must be reported immediately to your System
Manager.  The System Manager is responsible for clearing the alarms, or for
calling the designated maintenance organization to do so.
  Console Alarm Indicators  Your console has built-in alarm lamps that indicate major and minor troubles on
the switch.  The feature buttons on the console can also be administered as
alarm indicators to identify more specific problem conditions.
  Alarm and Alarm Reported Indicators  Two alarm indicators appear on your console in the lower right corner.  They are
labeled Alarm and Alarm Reported.  The alarm indicators are displayed only
when a system problem is detected, and are automatically removed when the
trouble is cleared.
  If your system includes the remote maintenance option, the Alarm Reported
indicator is displayed to indicate that the system has alerted the maintenance
organization.  Once the maintenance organization has been notified, they will
assume responsibility for clearing the problem.
  If the Alarm Reported indicator is displayed for any extended length of time
after the Alarm indicator appears, this means that the system is unable to notify
the maintenance organization.  You, as the attendant, must notify the System
Manager of this unresolved alarm condition.
  If your system does not have the remote maintenance option, the Alarm
Reported indicator will not appear on your display in the event of an alarm
condition.  In this case, you must notify the System Manager that the alarm
condition exists.
  Optional Alarm Lamps  The Alarm indicator does not distinguish between major and minor alarms.  If
this information is pertinent, a Major Alarm feature button should be
administered on your console.  This feature button will be displayed in white
when a major alarm problem exists.