Lucent Technologies PassageWay Service Provider For PARTNER Communications System Getting Started

							Troubleshooting
4-2
General Troubleshooting
This section presents some common problems you might encounter when
configuring the PassageWay Service Provider and while using TAPI
applications (for example, Microsoft Dialer). For each problem, a strategy is
presented that you can follow to isolate and solve your problem.
Problem 1:  When you start the PassageWay Configurator and use the
Auto Detect feature (that is, the Find PassageWay Link dialog box), the
PassageWay Link Not Found message box appears.
This message box appears there is a problem with the connection between
your PC and your PassageWay adapter.
Perform the following steps:
  1.  Choose the OK button to close the message box.
   The PassageWay Configurator - COM Port dialog box appears.
  2.  Verify that the PassageWay adapter is installed properly. Refer to
“Installing the PassageWay Adapter” in Chapter 2.
  3.  Look at the back of your PC and verify the COM port to which the
PassageWay adapter is connected.
  4.  In the PassageWay Configurator - COM Port dialog box, select the
option button of the COM port to which your adapter is connected,
and then choose the Auto Detect button.
   If the PassageWay Configurator found the COM port to which your
PassageWay adapter is connected, a message box appears, stating
that the PassageWay link was found and providing the number of the
COM port. Choose the OK button and finish configuring the
PassageWay Service Provider.
   If the PassageWay Configurator could not find the COM port to which
your PassageWay adapter is connected, the PassageWay Link Not
Found message box appears. Choose the OK button, and then
proceed to Step 5. 
						

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  5.  Choose the Continue button in the PassageWay Configurator - COM
Port dialog box and finish configuring the PassageWay Service
Provider.
  6.  If you are using Windows NT 4.0 or later, proceed to Step 8.
   If you are using Windows 95 or Windows 3.1 or later, start Connect
after the PassageWay Service Provider is configured.
¾ If you are using Windows 95, select PassageWay Connect from
the application folder that contains the PassageWay Service
Provider. (The default application folder is PassageWay for
PARTNER.)
¾ If you are using Windows 3.1 or later, double-click on the
PassageWay Connect icon in the program group that contains the
PassageWay Service Provider. (The default program group is
PassageWay for PARTNER.)
   The Connect - Communications Error dialog box appears.
  7.  Choose the Test button and follow the instructions on the screen.
   If the PassageWay Adapter Test fails, note the error number and refer
to the next section, “Troubleshooting Connect.” If you still cannot
solve the problem, proceed to Step 8.
   If all tests pass successfully, run your TAPI-compliant application.
  8.  Look at the bottom of your PassageWay adapter and check if there is
a bar code label.
  9.  Contact the Lucent Technologies National Customer Care Center. 
						

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Problem 2:  You are unable to dial from a TAPI-compliant application.
Perform the following steps:
  1.  Verify that the PassageWay Service Provider was installed and
configured properly.
  2.  If you are using Windows 95 or Windows 3.1 or later, close all
telephony applications, and then run Connect.
  3.  From the Setup menu in Connect, select Test Adapter, and follow
the instructions on the screen.
   If the PassageWay Adapter Test fails, note the error number and refer
to the next section, “Troubleshooting Connect.”
   If all tests pass successfully, run the TAPI-compliant application.
Problem 3:  Your TAPI-compliant application does not display caller ID
information for incoming intercom calls.
The PassageWay Service Provider does not provide caller ID information for
incoming intercom calls.
Problem 4:  When you place an outgoing, ringing call on hold via your
TAPI-compliant application, the call is dropped (that is, disconnected).
You should not place outgoing, ringing calls on hold. The PassageWay
Service Provider will disconnect these calls.
Problem 5:  When you conference an outgoing, ringing call via your
TAPI-compliant application, the outgoing call is dropped, but your
application indicates that the conference exists.
You should not conference outgoing, ringing calls. The PassageWay Service
Provider will disconnect these calls. Even though the call was dropped, your
application may incorrectly indicate that the call is part of the conference. 
						

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Problem 6:  You cannot make a call with the speakerphone.
If you are using a TAPI application, like Microsoft Dialer (Dialer is an add-on
package for Windows 3.1x but is provided with Windows 95 and Windows NT
4.x) to operate your PARTNER set, you may encounter a problem. You can
make calls on the phone using the TAPI application. However, if the TAPI
application is running and you try to make a call on the speakerphone
manually, the line will be disconnected. This problem is the result of a
problem with Microsoft TAPI. To correct this problem, you should close the
offending TAPI application. Or, as a workaround, you should lift the hand-set
first and then turn on the speakerphone.
  NOTE:
This problem will exist with some TAPI applications. One application
that does not exhibit this problem is Microsoft Phone (only available for
Windows 95).
Problem 7:  When you start the PassageWay Configurator and use the
Auto Detect feature, you receive the message “Device Not Present.”
In configuring the service provider, you may choose to let the Configurator
search for the COM port to which the PassageWay link is connected. All of the
COM ports known to the system will be searched. If the Windows system
comes across a PCMCIA COM port that is not physically there, but is
available to Windows, you will receive the following error message (“Device
Not Present”). The following example is for COM4.
“A PCMCIA Card for the COM4 port is not present in a slot. Insert a card for
the port and select the OK button. You may have to reconfigure the COM
port.” 
						

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Problem 8:  The PassageWay Setup screen does not display properly.
On some PCs, depending on the type of video display adapter that is
installed, some of the Setup screens may not display properly. That is, the
background image for Setup may not be totally clear. This is an interaction
with the video adapter and how the adapter switches from one resolution to
another. This does not last throughout the entire Setup session.
Additionally, on some systems, if you move the current dialogue box
displayed during Setup, it is possible that the painting of the dialogue box in
its new position might also be accompanied with a residual image of the
dialogue box in its old position. This phenomenon does not last and is cleared
once the current dialogue is dismissed. Again, this problem is a result of the
interaction with the video display adapter.
Problem 9:  You receive a failure message after a completing a
conference.
If you have successfully completed a conference and then receive a failure
message about the conference, you most likely have an older PARTNER
adapter and need to upgrade to the latest version of the PARTNER adapter.
To verify whether you have the older adapter, see Problem 1 and perform
Steps 6 to 9.
Problem 10:  When you drop/hang up a consultation call, all other calls
are disconnected.
If you are creating a conference call, have a consultation call, and then drop
the consultation call (possibly to make a different consultation call), and find
that calls on the conference go to the Idle state, you most likely have an older
PARTNER adapter and need to upgrade to the latest version of the PARTNER
adapter. To verify whether you have the older adapter, see Problem 1 and
perform Steps 6 to 9. 
						

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Problem 11:  You cannot place a consultation call on hold during a
transfer.
If you are in the middle of a transfer, have an established consultation call that
you then decide to place on hold, you will find that you are not able to place
the consultation call on hold. This is a limitation of the service provider that
may be addressed in a future release.
Problem 12:  Your PassageWay adapter is not functioning with a
standard phone.
If you are using a standard phone (that is, analog phone) and find that the link
to the PC goes down when you go off-hook on the phone, you most likely are
not using the proper phone cable. To ensure that your standard phone works,
you should use a 2-conductor wire phone cable. The use of a 4-conductor
wire phone cable may temporarily disable the adapter from working (until you
place the standard phone on-hook again) or permanently disable the adapter
from working (until you disconnect the phone line from the extension jack on
the PARTNER system module).
  NOTE:
Even though the adapter is not functioning (that is, the link to the PC is
gone), you can still make and receive calls from your telephone. 
						

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Problem 13:  You cannot make or answer calls via your TAPI application.
If you are trying to use your TAPI application and find that it is unable to
initiate a call or an incoming call is not seen by the application, it is possible
that the PC link to the PARTNER adapter has not been properly established.
To verify whether this is the cause of the failure, you should restart all of your
telephony applications and try the application again.
Please keep in mind that there are many types of applications that classify as
telephony applications. For example, Microsoft Exchange and Microsoft
Schedule+ are both telephony applications. If either are running, they will
have to be shutdown and restarted.
Problem 14:  Your TAPI application does not properly reflect the status
of your phone.
During the use of your application, it is possible that the application may get
out of sync with the phone. There are many reasons why this may occur.
Some of these reasons may be attributed to some of the issues documented
in the above items.
If you are experiencing these problems, such as “phantom calls,” where there
are calls displayed on the application without a corresponding call on the
phone, or the opposite, where there are calls on the phone that are not
displayed on the application, then you should restart the application and any
other telephony application that you have running on your system.
Please keep in mind that there are many types of applications that classify as
telephony applications. For example, Microsoft Exchange and Microsoft
Schedule+ are both telephony applications. If either are running, they will
have to be shutdown and restarted. 
						

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Problem 15:  Your TAPI application completes a conference without a
real conference existing.
If you drop the consultation call or if the party on the other end of the
consultation call hangs-up in midst of setting up a conference, the application
may incorrectly show that the conference was completed. Meanwhile, there is
only one call active on the phone. This is a known problem that will be
addressed in a later release of the service provider.
If you are experiencing this problem, then you should restart the application
and any other telephony application that you have running on your system.
Please keep in mind that there are many types of applications that classify as
telephony applications. For example, Microsoft Exchange and Microsoft
Schedule+ are both telephony applications. If either are running, they will
have to be shutdown and restarted.
Problem 16:  Your TAPI application displays two calls when only one is
active.
If you have one call on your telephone and the application is display two calls,
you may be on a conference call that the other party has established. One
call should report that it is in the connected state. The other should report that
it is in the conferenced state. If you drop (hangup) the call that is in the
connected state, the other call (in conferenced state) will also be dropped.
This problem will be addressed in a later release. 
						

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Problem 17:  The PassageWay Link is not always detected.
During the installation, you will be asked if you would like the system to search
for your PassageWay link/adapter. If you choose to have this done for you, it
is possible that the link will not be found. Assuming that you know the proper
serial port, you can use the Auto Detect button on the PassageWay
Configurator - COM Port dialog box to verify that the system can find the
PassageWay adapter. Even though the automatic search did not find the link,
assuming that you are properly connected and there isnt a conflict in the
system, the adapter should be found. This problem will be addressed in a
later release.
Problem 18:  You receive an error when you shut down Windows.
During the shutdown of Windows, it is possible that you may encounter an
error pointing to the PWTIMER.DLL file. This problem will be addressed in a
later release.
Problem 19:  Your COM (serial) port is not recognized.
If all of the COM Ports that are listed in the PassageWay Configurator - COM
Port dialog box are disabled, then you may have a newer PC that supports
Plug-n-Play (PnP) for the serial ports. The PassageWay software is trying to
identify the location of the COM ports through the System BIOS. If that
information is not there, as seen in PnP systems, then PassageWay does not
know of the existence of the COM ports. If you have PnP, you will have to
access the PC BIOS information to turn off Plug-n-Play for the serial ports.
This problem will be addressed in a later release. 
						

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Problem 20:  You have problems placing calls on hold using a standard
phone.
If you are using a standard phone with your PARTNER system and you place
a call on hold, you should not place the handset in the cradle. If you do so,
you will not be able to answer another incoming call. If left out of the cradle,
you will be able to answer incoming calls in addition to reconnecting to the
held call. This problem will be addressed in a later release.
Problem 21:  You are unable to remove intercom calls from a conference.
If you are on a conference that includes internal (intercom) calls, you will find
that you cannot remove the internal calls using the application. You will have
to remove them manually from the phone. This problem will be addressed in a
later release.
Problem 22:  You are unable to add more parties to a conference.
If you have established a conference, there are times that you will not be able
to add more parties to the conference. If parties that are currently on the
conference drop from the conference, this information may not be properly
reflected in the application. Once this occurs, it may not be possible to add
more parties to the conference.
At this point, you will have to add more parties using the phone. After the
conference is completed, you should restart the application to resync the
application with your phone. This problem will be addressed in a later release.