Lucent Technologies PassageWay Telephony Manager R2.0 For PARTNER Communications System Getting Started Manual

							Troubleshooting
4-24
Problem 8:  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 of the PassageWay Service Provider. 
						

							Troubleshooting
4-25
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
at 1-800-628-2888. 
						

							Troubleshooting
4-26
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.
  NOTE:
Connect is only present with Windows 95. Connect is not present with
Windows NT 4.0 or later.
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.
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. 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
4-27
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
4-28
„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. 
						

							Troubleshooting
4-29
Failure Code -121
Meaning: The PC and the PassageWay adapter cannot communicate over
your serial port.
Things to Try: Follow the instructions for Failure Code 111.
Failure Code -131, -132, -133, or -135
Meaning: The PC cannot communicate properly with your PassageWay
adapter.
Things to Try: Try replacing any RS-232 cables or adapters you are using
between your PC’s COM port and the PassageWay adapter’s 25-pin
connector.
Failure Code -134 or -141
Meaning: The PassageWay adapter cannot communicate properly with your
telephone.
Things to Try: Try replacing the 7-foot telephone cable between the
PassageWay adapter and your telephone.
Failure Code -200 and above
Meaning: A conflict or application error has occurred which prevented
Connect from operating your PC serial port.
Things to Try: Try closing all Windows applications except Connect, and then
try the test again. If this does not work, contact the Lucent Technologies
National Customer Care Center at 1-800-628-2888. 
						

							Troubleshooting
4-30
Problem 3: Connect will not work on COM ports other than COM1 and
COM2.
By default, many PCs are not configured to permit the simultaneous use of
three or more COM ports. Specifically, most PCs are configured such that
COM ports are grouped into pairs: COM1 is paired with COM3, and COM2 is
paired with COM4. By default, such PCs permit only one COM port from each
pair to be operating at the same time (for example, COM1 with COM2). COM
ports within the same pair will usually conflict with one another and are not
supported (that is, COM1 with COM3, or COM2 with COM4).
If you cannot get Connect to work properly on COM3, check if another device
is using COM1 at the same time. Similarly, if you cannot get Connect to work
on COM4, determine if another device is using COM2 at the same time. If so,
you may need to make some changes to your PC configuration to support
using the PassageWay Service Provider on COM3 or COM4. If you need
assistance in setting up devices on COM ports other than COM1 and COM2,
consult your PC hardware vendor.
Problem 4: Connect occasionally displays its initialization window while
one or more PassageWay applications are running.
Connect displays its initialization window whenever it establishes (or re-
establishes) communication with the telephone. Generally, this window is
displayed only once, at the time when a single PassageWay application is first
executed. However, if a communications problem occurs at any time,
Connect attempts to clear the problem by reinitializing itself, which causes the
initialization window to reappear temporarily. If this occurs while a
PassageWay application is performing a task involving the telephone, the
operation in progress will be aborted and must be restarted manually once
the initialization window disappears. If no task involving the telephone is in
progress during this process, the operation of PassageWay applications is
unaffected. 
						

							Troubleshooting
4-31
The chance of a communications problem depends on your PCs
configuration. The PassageWay Service Provider operates at a data rate of
4800 baud, and it relies on Windows to manage the flow of data through your
PCs serial port. Depending upon the speed of your PC, the number and type
of applications you are using, and various hardware components in your PC
configuration, Windows will be able to manage serial communications with
varying degrees of effectiveness.
If you encounter frequent communications errors using the PassageWay
Service Provider, your PCs current hardware configuration may not support
reliable high-speed communications under Windows.
Problem 5: Connect will not run. It displays the message: 
Connect must
terminate due to an unexpected communications error and
then terminates.
This message indicates that Connect cannot communicate with the COM port
you specified using the PassageWay Configurator. Run the PassageWay
Configurator and select a different COM port. 
						

							Troubleshooting
4-32 
						

							Index
IN-1
 A
Anywhere Dialer
make calls, 3-9
overview, 3-8
starting, 3-8
using, 3-8
application programming interface, 1-3
area code
set for TAPI, 2-42
AT&TCall
convert files to Phonebook, 2-50, 3-5
import files to Phonebook, 2-50, 3-5
AutoSizing
setting, 2-38
Auto-Task Manager
overview, 3-17
starting, 3-18
using, 3-17
 C
Call Appearance area, 2-38
call appearances
set minimum number, 2-38
set number, 2-38
call forwarding
troubleshooting, 4-11
caller ID matching, 2-46
conference calls
troubleshooting, 4-14, 4-15
Connect
troubleshooting, 4-26
 D
dial prefixes
set for TAPI, 2-42
Dialpad window
troubleshooting, 4-12
documentation conventions, 1-6
Do Not Disturb (DND)
troubleshooting, 4-11
Drop Last button
troubleshooting, 4-14
 H
help, 1-5, 1-7
hold calls
troubleshooting, 4-10
 I
installation checklist, 2-9
Installation Instructions, 2-2
installing
PassageWay adapter, 2-10
PassageWay Service Provider, 2-14
PassageWay Telephony Manager, 2-34
serial cable, 2-10