Lucent Technologies PassageWay Service Provider For PARTNER Communications System Getting Started

							Troubleshooting
4-12
Problem 23:  You experience problems while uninstalling the
PassageWay service provider.
While running the UnInstaller on Windows 3.1x, the focus may change from
the UnInstaller to the Program Manager. Assuming your Program Manager is
not maximized, you will see the blue gradient screen of the UnInstaller in the
background. Please give focus to the UnInstaller at this point by using ALT-
TAB until you cycle back to the UnInstaller.
For Windows 3.1x, if you are running SHARE and try to UnInstall, you will get
a Share Violation error message soon after the UnInstaller starts removing the
files from your system. Choose the Cancel button (you may have to choose it
about two or three times) and you will be able to continue with the UnInstall.
You will see this error message box twice. This has no known detrimental
impact on your system.
  NOTE:
When SHARE is loaded, the two UnInstaller files will not be removed
from the system. This will prevent the removal of the PassageWay
directory.
If you choose the Cancel button while running the UnInstaller, you may not be
able to run UnInstaller again. You may also find pieces of the PassageWay
software still installed. Your best bet at this point is to install the software
again, run the UnInstaller, and allow the UnInstaller to complete its operation.
When the UnInstaller has completed its operation, the PassageWay software
will have removed itself.
Problem 24:  A message box appears displaying the message:
A required component of the PARTNER Service Provider is
corrupt. The registry does not contain a SwitchType
setting. Re-installing the PARTNER software may fix this
problem.
Uninstall and reinstall the PassageWay Service Provider. 
						

							Troubleshooting
4-13
Problem 25:  A message box appears displaying the message:
A required component of the PARTNER Service Provider is
corrupt.  The registry contains an inconsistent
SwitchType.  Re-installing the PARTNER software may fix
this problem.
Uninstall and reinstall the PassageWay Service Provider.
Problem 26:  A message box appears displaying the message:
A required component of the PARTNER Service Provider is
corrupt. The registry does not contain a valid
PassageWayPath setting.  Re-installing the PARTNER
software may fix this problem.
Uninstall and reinstall the PassageWay Service Provider.
Problem 27:  A message box appears displaying the message:
A required component of the PARTNER driver (file name) is
missing. Re-installing the PARTNER software may fix this
problem.
Uninstall and reinstall the PassageWay Service Provider.
Problem 28:  A message box appears displaying the message:
A required component of the PARTNER driver (file name) is
corrupt. Re-installing the PARTNER software may fix this
problem.
Uninstall and reinstall the PassageWay Service Provider.
Problem 29:  A message box appears displaying the message:
A required component of the PARTNER driver (file name)
could not initialize properly. Check your COM port
setting.
Uninstall and reinstall the PassageWay Service Provider. 
						

							Troubleshooting
4-14
Problem 30:  A message box appears displaying the message:
A required component of the PARTNER driver (file name)
could not initialize properly. Re-installing the PARTNER
software may fix this problem.
Uninstall and reinstall the PassageWay Service Provider.
Problem 31:  A message box appears displaying the message:
A required registry entry of the PARTNER Service Provider
is missing (PARTNER). Re-installing the PARTNER software
may fix this problem.
Uninstall and reinstall the PassageWay Service Provider. 
						

							Troubleshooting
4-15
PassageWay Adapter LED
This section describes the error conditions represented by the LED located
next to the Phone jack and Line jack on the PassageWay adapter.
Problem 1:  The LED is “off.”
This indicates that your PassageWay adapter is not receiving power. Make
sure the PassageWay adapter is installed properly. Refer to “Installing the
PassageWay Adapter” in Chapter 2.
If you have verified that the PassageWay adapter is properly connected to
your telephone, yet the LED on the adapter is NOT illuminated, verify that your
telephone is working properly. If your telephone is not working properly,
consult your PARTNER system documentation or your PARTNER System
Manager for troubleshooting procedures.
If your telephone is working properly and the LED on the adapter is NOT
illuminated, contact the Lucent Technologies National Customer Care Center. 
						

							Troubleshooting
4-16
Troubleshooting PARTNER
Extension Programming
This section describes some common problems you might encounter while
using PARTNER Extension Programming. For each problem, a strategy is
presented that you can follow to isolate and solve your problem.
Problem 1:  PARTNER Extension Programming does not permit you to
program or read your telephone.
Connect must be running in order for PARTNER Extension Programming to
program and/or read your telephone. If these options are disabled under the
File menu in PARTNER Extension Programming, run Connect. After your
telephone has been initialized, these options will become available to you.
Problem 2:  PARTNER Extension Programming displays an error
message after reading your telephone.
In order to read the information properly from your telephone, PARTNER
Extension Programming must know the version and release of your PARTNER
system. If this parameter is incorrect, PARTNER Extension Programming will
be unable to read your telephone properly. To change this value, perform the
following steps:
  1.  Close PARTNER Extension Programming and any other telephony
applications that are running (including Connect).
  2.  Start the PassageWay Configurator.
  3.  Consulting the System Manager of your PARTNER system if
necessary, verify that the setting in the PARTNER System Version
dialog box is correct for your PARTNER system. 
						

							Troubleshooting
4-17
  4.  Start Connect and then run PARTNER Extension Programming again.
If PARTNER Extension Programming failed to read your telephone’s
programming the first time it was run, it will automatically try to read it
now. If this happens, choose the Cancel button in the status dialog
box that appears during the reading process, and choose the OK
button in the message box indicating that the read operation was
aborted by the user.
  5.  In PARTNER Extension Programming, select Read from
Telephone from the File menu, and try to read your telephone’s
programming again.
Problem 3:  PARTNER Extension Programming provides an error
message while programming your telephone (
Attempt to replace
feature X with feature Y failed…).
This error occurs whenever PARTNER Extension Programming attempts to
program a particular feature and the PARTNER system does not permit the
operation to take place. Generally, PARTNER Extension Programming knows
which operation the PARTNER system will permit and which it will not, and
you will generally be unable to select invalid features for a given button.
However, if your telephone’s programming has been changed by any other
means than using PARTNER Extension Programming, it is possible that
PARTNER Extension Programming’s image of your telephone’s programming
has become outdated, and operations that PARTNER Extension Programming
thinks are permissible based on its outdated image may not be permissible
when attempted on the telephone (for example, if your System Manager
added an extra line button to your telephone using the PARTNER system’s
Centralized Telephone Programming capabilities).
If this occurs, you may continue programming your telephone or cancel the
programming operation altogether. In most cases, it may be best to cancel
the operation and then select Read from Telephone from the File menu.
This operation will refresh PARTNER Extension Programming’s image of your
telephone, which should prevent programming problems in the future. 
						

							Troubleshooting
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Problem 4:  PARTNER Extension Programming does not run.
You can only run PARTNER Extension Programming with system telephones
that have displays. However, if you are a PARTNER System Manager, you can
perform Centralized Telephone Programming with PARTNER System
Programming for other extensions that have any system or standard
telephones. 
						

							Troubleshooting
4-19
Troubleshooting Connect
This section presents some common problems that you might encounter while
using Connect. For each problem, a strategy is presented that you can follow
to isolate and solve your problem.
Problem 1:  Connect displays the message
: This application
requires a serial port and terminates.
This message indicates that Connect cannot find an available serial port on
your system. This message will most likely appear immediately after you have
completed the installation of the PassageWay software using the setup
program since this is the first time Connect tries to run.
If you do not have an available serial port (for example, if you have only one
serial port, and this port is being used by your mouse), you will need to add
an additional serial port to your PC in order to use the PassageWay Service
Provider. Your computer vendor can assist you in obtaining the necessary
hardware to add another serial port. See Appendix A for more information.
If you are certain that you have an available serial port (other than a port
being used by your mouse), the available port might be disabled, in which
case Connect will be unable to detect its presence.
If you are able to determine that your PC has no active COM ports, or only
COM1 is active (but is used by your mouse under Windows), you will need to
either purchase an additional COM port for your PC or consult your PCs
hardware documentation to determine how to re-enable a COM port that
might be disabled. (Refer to Appendix A for information on COM ports.) Re-
enabling a COM port may require changing the placement of a jumper on
your computers system board or running your PCs setup program. 
						

							Troubleshooting
4-20
Problem 2:  Connect displays its Communications Error dialog box
within a few seconds after it is run.
This message indicates that Connect cannot communicate properly with your
telephone. This message can appear for one of the following reasons:
„Your PassageWay adapter is not connected properly to your PC serial
port and/or your telephone.
„Your PassageWay adapter is not receiving power from the PARTNER
system.
„Connect is administered to use a different serial port than the one to
which the PassageWay adapter is connected.
„One or more cables and/or adapters are damaged, not properly
attached, or not compatible with the PassageWay Service Provider.
You should follow the instructions provided in this dialog box to troubleshoot
the problem. These instructions ask you to verify the following items:
„The PC-side and phone-side cabling are connected properly.
Insure that the 7-foot phone cord between the jack marked “Line” on
the telephone and the jack marked “Phone” on the PassageWay
adapter is completely inserted into both jacks. A proper connection is
confirmed by a tactile “click” as the cord is fully inserted.
Also insure that any RS-232 cables and adapters that you might be
using to connect the PassageWay adapter to your PC are NOT null
modem cables (a special type of cable), and that the total length of the
combined RS-232 cabling does not exceed about 40 feet (the length
should be as short as is convenient for your setup). 
						

							Troubleshooting
4-21
„Insure your PassageWay adapter is receiving power from the
PARTNER system (as indicated by the illumination of the LED).
If you have verified that the PassageWay adapter is properly
connected to your telephone, yet the LED on the adapter is NOT
illuminated, your telephone system wiring may not support the remote
powering of adjuncts. If this is the case, you should consult you
account representative or authorized dealer to obtain the proper wall
supply to power your PassageWay adapter or to correct any wiring
problems that may be the cause.
„Connects software-based link test passes.
To assist you in diagnosing problems, Connect contains a built-in link
test procedure. This test can be run directly from the Communications
Error dialog box by choosing the Test button.
If the test procedure concludes successfully, Connect is
communicating properly with your PassageWay adapter over the COM
port you selected, and you should select the Continue button on the
Communications Error dialog box to restore normal operation.
If, however, the test fails, an error number will be provided. Refer to the
following pages to interpret the error numbers and to find suggestions
for how to resolve the particular error you encountered.
Failure Code -111
Meaning: The PC and the PassageWay adapter cannot communicate
over your serial port.
Things to Try: Perform the following steps:
1.   Verify that the PassageWay adapter is installed correctly. Be sure to
check the connections between the telephone wall jack and the
adapter, the adapter and the telephone, and the adapter and the PC
COM port. (Refer to Chapter 2.)
2.   Make sure you have selected the proper COM port in Connect.