Download Inter-tel Axxess Troubleshooting Tips

Inter-tel Axxess Troubleshooting Tips
This information is provided by Main Resource, Inc. for our customers who are
certified service personnel. While we make every effort to ensure that the
information herein is accurate and up to date, we cannot guarantee accuracy.
Therefore, please use these tips at your own risk.
Start by checking for the LED indications on the circuit cards. Then check the
alarm message output. Isolate the problem and then refer to the appropriate
troubleshooting chart.
LED Indications:
Location
CPC
LED
CPU Active
DB Error
Description
Green when card is online
Red when database is in default state.
Flashing slowly when backup database
is being saved. Flashing quickly when
the local database is being restored.
Minor Alarm
Yellow indicates a system alarm.
Flashing indicates an invalid software
license.
Modem Active
Yellow to indicate the modem is
connected an in sync. Flashing
indicates synchronization in progress.
100Base-T
Green indicates network connection at
100 Mbps. Otherwise, it is operating at
10 Mbps.
Duplex
Green to indicate the network is
running in full duplex mode.
Collision
Yellow indicates 2 or more devices
have attempted to send data over the
same connection while in half-duplex
mode.
Transmit
Green indicates the IP connection is
transmitting to the network.
Battery Alarm
Red indicates the battery is missing or
cannot be charged.
Link (RJ45)
Green indicates a valid network
connection.
XMT (RJ45)
Green indicates the card is transmitting
data to the network.
LINK and SYNC are reserved for future use.
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CPU128
CPU020/PCM
CPU020/PCMA
Cards
CPU Active
Green – Main processor operating
normally.
Flashing –
1. Turn off the AC Power before
removing or inserting the CPC or
CPU Cards.
2. Remove the card and check for
improperly seated components
and bent pins. Also check to
make sure the 2 pars of the
combined card are securely
attached and that connectors
and stand-offs are properly
aligned and seated.
3. Wait 20 seconds
4. Reinsert card
5. Turn on the AC power.
6. If the LED is still flashing, check
to see if all the LED on the front
of the power supply unit are lit.
If any are blinking or unlit, the
power supply needs to be
replaced.
Unlit – Check connection. If
connections are ok, try another card
Database Error
Flashing slower than once every 5
seconds – Remove battery back-up
jumper strap. Power off for 30 seconds.
Replace strap and start up. If still
flashing see try troubleshooting tips for
“Flashing” above.
Red – Database error has caused the
system to return to default values.
When first installed, the LED remains it
until database programming is
performed.
Flashing (along with minor alarm
flashing yellow) – CPU020/PCM
software upload has failed. The PC will
show the reason for the failure.
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Minor Alarm
External Clock
Active
Remote Sync
(PCM Only)
Local Sync
(PCM Only)
Battery Off
CPU020/PCMA
Card
ATM Link Bad
Master and
Slave
Yellow – A minor alarm has occurred.
Unlit – The alarm message has been
cleared.
Flashing (along with database Error lit
red) – CPU020/PCM software upload
has failed. The PC will show the reason
for the failure.
Green – The system is receiving clock
signals from an outside source.
Green – Remote fiber-optic connection
is functioning normally.
Unlit – Check cabling and card seating
connection. If still unlit, try another
card.
Green – Fiber-optic connection is
functioning normally.
Unlit – Check cabling and card seating
connection. If still unlit, try another
card.
Red – When battery back-up strap on
CPU Card is turned Off.
Unlit – Strap is either not attached to
any pins or there is no battery
installed.
Red – no active connection to ATM
switch
Green – chassis is configured as the
master or slave clock for the system
Both “blipping” – PCMA is not
registered with the ATM switch.
Both flashing – Call processing has not
configured clocking.
Master lit, slave unlit – Master chassis
is providing clock to the system.
Master unlit, slave lit – Chassis is freerunning.
Master unlit, slave flashing – slave
chassis is synchronizing to the master.
Master unlit, slave lit – slave chassis is
synchronized to the master
If the master chassis reference clock
changes the save chassis will resynchronize which means the slave
LED may flash during normal
operation.
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Digital Keyset
Card (8-port and
16-port) Analog
keyset card or
Executone keyset
card
Card On-line
Single-Line Card
Card Active
Circuit Busy
Circuit Busy
Internet Protocol
Resource Card
Card On-Line
Circuit Busy
Make Busy
Halted
Duplex
Collision
100Base-T
Link (RJ45)
XMT (RJ45)
Green - The card is communicating
properly with the system.
Unlit – Check of improper connection
(If still unlit, try another card slot).
Yellow – Indicates that at least one of
the 8/16 circuits is busy.
Unlit – All circuits are idle
Green – Indicates that the card is
communicating with the rest of the
system.
Unlit – Check connections (if still unlit,
try another card or card slot).
Yellow – At least one of the 8 circuits is
busy.
Unlit – All circuits are idle
Green – Indicates that the card is
communicating with the rest of the
system.
Unlit – Check connections (if still unlit,
try another card or card slot).
Yellow – At least one of the 16/32 VoIP
channels is busy. For IPRCs
programmed for networking, if this LED
is lit and you remove the card, all
active calls will be dropped.
Yellow – Indicates the current stat of
the switch. Remains lit while button is
pressed but does not change the state
of the ports on the card.
Red – Card is not functioning due to
software or hardware error. Repair the
card.
Green – Network connection is running
in full-duplex mode.
Yellow – Network connection has
experienced a collision while in halfduplex mode.
Green – Network connection is
operating at a speed of 100 Mbps.
Green – Valid network connection
Green – Card is transmitting data to
the network.
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Trunk Cards (LSC
or LGC)
Card On-Line
Circuit Busy
T1/E1 Cards
(T1C, T1/PRI,
E1/PRI or
T1/E1/PRI)
Green – Indicates that the card is
communicating with the rest of the
system.
Unlit – Check connections (if still unlit,
try another card or card slot).
Yellow – At least one of the 4/8 circuits
is busy.
Unlit – All circuits are idle.
Card On-line
Green – Primary processor on th card
is active and communicating properly
with the system.
Unlit – Check connections. If still unlit,
repair card.
Circuit Busy
Yellow – At least one of the T1/PRI or
E1/PRI circuits is busy.
Unlit – Resources are idle.
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Red Alarm
Flashing – Card has detected some
type of red alarm error condition for 2
or 3 seconds. All calls are dropped and
attendant stations display “ALARM
#114 CALL TECHNICIAN”. Check error
message output.
Alarm 1, Receiver Loss of Signal
from Network: Card is not receiving
the T1 signal from the public network.
C heck connection. If problem persists,
contact your T1 provider.
Alarm 2, Transmitter Loss of Signal
from T1 Card to Network: Card is
not properly transmitting the T1 signal
to the public network. Check for
improper connection. If problem
persists, replace the card.
Alarm 3, Receiving yellow Alarm:
Receiving a yellow alarm error from
outside the system. Check connection
and wiring. If condition persists,
contact your T1 provider.
Alarm 4, Receiving blue Alarm:
Card is receiving a blue alarm error
condition from outside the system.
Check connection or wiring. If problem
persists, contact the T1 provider.
Alarm 5, T1 Signal Out-of-Frame:
Problem with the master/slave
synchronization or framing scheme.
Check database programming,
connection and wiring. If problem
persists, contact the T1 provider.
Alarm 6, Severely Errored Seconds:
One or more sever errors have been
detected for at least 1 second. Check
connection or wiring. If problem
persists, contact the T1 provider.
Alarm 7, Transmitting Blue Alarm:
If Alarm 1 is detected, the card sends
out a blue alarm signal.
Alarm 8, Remote Loopback State:
For engineering diagnostic purposes
only. When the card receives a clean
signal for 10 to 20 seconds, the red
alarm LED is unlit and call processing
continues normally.
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6 of 13
T1/E1 Cards
(T1C, T1/PRI,
E1/PRI or
T1/E1/PRI)
Continued
Yellow Alarm
Yellow Alarm
Blue Alarm
Providing
Reference
Clock
Card Halted
If the card detects a receive signal
while the Red Alarm LED is flashing it
transmits a yellow alarm to outside the
system. If the card detects a loss of
receive signal, it transmits a blue alarm
to outside the system.
Flashing – Card has detected a yellow
alarm error condition. If the condition
persists more than 2 or 3 seconds, the
card goes in to a yellow alarm
condition.
Flashing exclusively (no other LED
flashing) – Database programming
inconsistency. Check alarm message
and field service diagnostic output for a
programming conflict.
Flashing – Card is receiving a blue
alarm error condition. This signal (also
called AIS) is sent from the remote site
when it is in a yellow or red alarm
condition. If the condition occurs for
less than 2 or 3 seconds, normal call
processing continues and no calls are
dropped. If it continues more than 2
or 3 seconds the card goes into a red
alarm condition.
Green – Card is providing the system
with the clock time to control all
communication components in the
system.
Unlit – Another card is providing
reference clock.
The external clock Active LED on the
CPU card should also be lit.
Red – The card detected an
unrecoverable error and has halted the
primary processor. Return the card for
repair.
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7 of 13
Make Busy
Options Card
Card On-line
Circuit Busy
ATM Switch LEDS
S1
S2
Port
ASX-200BX
ACT
L1
PWR
5 Volts
RXn
Yellow – The card is in the process of
“busying out” each circuit because the
“make busy” switch has been pressed.
Flashing slowly – Circuits are busied
out.
Flashing rapidly – Busy out process
was canceled because the busy out
switch timeout timer expired before the
card was removed. The LED will
continue to flash until the make busy
switch is released or the make busy
field is disabled.
Green – Indicates that the card is
communicating with the rest of the
system.
Unlit – Check connections (if still unlit,
try another card or card slot).
Yellow – At least one of the card’s
resources is busy.
Unlit – All resources are idle.
Green – Software is functioning
properly
Red blinking – Software is booting.
Will change to green when finished.
Green – Switch has power.
Unlit – Switch has no power.
Green blinking – Port is receiving
packets
Red – Port is not communicating.
Yellow blinking – Port alarm.
Amber – Ethernet port is transmitting
and receiving data.
Unlit – Connection has experienced a
collision or there is no activity.
Green – Ethernet connection is active.
Unlit – No Ethernet connection.
Green – Switch Control Processor is
functioning properly.
Red - SCP is resetting.
Unlit – SCP has no power.
Green – Power supply is functioning.
Red – Power supply not functioning
properly.
Green – Port is receiving data from the
phone system.
Red – No connection or no data.
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TXn
Green – Port is sending data to the
phone system.
Red – No connection.
Minor Alarms that are user correctable
Number
012
Message
SMDR Printer Off-Line
013
Message Printer Off-Line
014
Real-Time Clock Needs to
be Set
Hardware real-Time Clock
Inoperative
015
016
No Delayed Major Because
System Busy
Troubleshooting
Make sure the printer is turned on and
has plenty of paper and ribbon. Check to
see that interface cable and power cord
are connected properly.
Make sure the printer is turned on and
has plenty of paper and ribbon. Check to
see that interface cable and power cord
are connected properly.
Set system time and date from
administrator station.
Check to make sure that all components
of the CPC or CPU card are properly
seated and that there are no bent pins.
If the problem persists, replace the card.
System was not able to perform
scheduled reset because the system was
busy or the database programming is
left connected. In the former case, no
action is required.
Voice Processing PC Problems
Number
020
Message
Voice Processing Unit:
Printer Off-Line
021
Voice
Voice
Full
Voice
Voice
Full
022
Processing Unit:
Mail Storage 80%
Processing Unit:
Mail Storage 100%
023
Voice Processing Unit:
SMDR Storage 80% Full
024
Voice Processing Unit:
SMDR Storage 100% Full
Troubleshooting
Make sure the printer is turned on and
has plenty of paper and ribbon. Check to
see that interface cable and power cord
are connected properly.
Ask users to delete all old messages.
Have users delete all old messages. If
the problem persists, increase the
assigned disk space or install a larger
hard disk.
Empty the SMDR buffer using the Inside
Track call accounting software. If the
problem persists, empty the buffer more
often or increase the size of the buffer.
Empty the SMDR buffer using the Inside
Track call accounting software. If the
problem persists, empty the buffer more
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026
E-mail Gateway is Disabled
often or increase the size of the buffer.
Disable E-mail gateway for some
mailboxes so that the total number of Email Gateway enabled mailboxes would
not exceed the permitted license
number.
Major Alarms Requiring Attention from Service Personnel
(not all are represented)
Number
100
101
102
103
104
105
106
107
108
109
Message
Device w.y.z ‘xxxxx’ reset
Due to Excessive Data
Errors
Troubleshooting
Perform keyset self-test to check for a
defective phone, may also result from
defective wiring, station cable or keyset
card.
Device w.y.z “xxxxx’ Reset Perform keyset self-test to check for a
Due to Excessive Hardware defective phone, may also result from
Failures
defective wiring, station cable or keyset
card.
Logical Port xx Tx
Replace the component that has the
Interrupt is not
defective serial port (“xx”).
Operational
Logical Port xx Clock is not Replace the component that has the
Operational
defective serial port (“xx”).
CPU: Database Corruption
Try saving the database onto spare
backup disks. Turn of f the system
power and turn it back on. Perform some
database programming to turn off the
red database error LED on the CPU card.
If the database does not default again
the CPU CPU020/PCM card may be okay.
Restore the database. If restore is not
successful, restore an older version of
the database. If the database defaults a
second time, replace the defective CPU
card. Restore the database in the new
CPU Card. Because the database may
be corrupted, you may have to restore
an older version of the database.
CPU: Write-Protect is not
Replace the CPC or CPU Card
Operational
CPU: Real-Time Clock is
Check to make srure all the components
not Operational
on the card are seated properly and that
ther are no bent pins. If the problem
persists, replace the card.
CPU: Watchdog is not
Replace the CPC or CPU card.
Operational
CPU: Interval Timer is
Replace the CPCP or CPU card.
Intermittent
CPU: Watchdog Expired
Freeze system history, use database
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10 of 13
During Minor Reset
110
CPU: Database Feature
Bundling Error
111
CPU: Battery Backed
Memory Too Low
112
CPU: Running Low on
System Dynamic Memory
(Heap)
programming to save the database and
obtain the CP error information. Contact
Inter-tel with this information.
If you feel the alarm may have occurred
because the database being restored has
more features than the PAL allows,
enable the appropriate number of
features in database programming.
Failing that, replace the PAL. You can
also trying replacing the CPU card.
Cancel all message requests, reminder
messages and queue requests. If this
does not work, try to save the database
and contact technical support.
When the first memory-low threshold is
met (default is less than 160k free), the
system sends all CO calls to the primary
attendant to save on memory.
If the second threshold (60k) is reached,
the system prevents users from placing
new calls and CO calls are ignored.
Users will se an “ALL CIRCUITS BUSY”
message.
If the condition persists, the system will
perform a major reset, dropping all
active calls to free up memory.
114
115
119
121
To fix, try reducing the number of
stations in the all-ring hunt groups. If
the problem persists, contact technical
support.
T1 Card [dd] in red alarm
The T1 card is getting a red alarm error
condition, causing all calls to be
dropped. Check the alarm message and
field service diagnostic output and try to
correct the problem.
Alarm History Frozen Do to Call processing history is frozen. Save
System Exception
the database and CP error information
and contact Inter-tel technical support.
Link to Secondary Cabinet
Check to make sure the cables between
Lost
the first and third (PCM-F card) chassis
are connected properly.
System History Frozen Due Use database programming to save the
to a Freeze-On String
database and obtain the CPU error
information (operations found in
“Service” ->”Database Save and
Restore” screen). Contact Inter-tel with
this information.
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122
Hardware Key not Found
123
PCMA is Offline
124
System Running on
Backup Key : xx Hours
Remaining
125
License Error – Reset in
xxx minutes
127
Unlicensed IP Device
Failed to Come Online
If the key is attached, check to see if the
parallel port is configured (LPT1 using
IRQ7) and working. If not, replace it or
add a parallel port card. You may need
to replace the key.
Make sure the PCMA has the correct ATM
PAL and that cables are connected
properly. Replace the PCMA card if
necessary.
If the master PC had a major failure,
remove the key on the master and place
it on the backup PC. If not, check to
make sure the cable is properly
connected.
If the time expires, all audio will be
terminated.
Usually triggered if you are using the
wrong software or wrong version for
your hardware. If you have uploaded the
correct software license properly, the
license may be corrupt. Try
downloading the software license from
the web site and then upload the license.
If this does not work, transfer the
license to a new CPC or CP Server
security Key and contact Inter-tel right
away.
The CPC or CPS received an on-line
request from an IP device but there was
not IP device license available.
Major Alarms For Voice Processing PC - Requiring
Attention from Service Personnel (not all are
represented)
Number
200
201
202
Message
Voice Processing unit:
Hard Drive Failure
Voice Processing unit:
Channel Failure
Voice Processing unit:
Database Corruption
Troubleshooting
Save the current database if possible,
and replace the hard disk.
Check the cabling between the system
and Voice Processing PC. Reboot the
PC. If the problem persists, check for a
defective Audio Interface, Voice
Processing, CPU020/PCM, CPC or
Options card.
Reboot the PC. If the problem persists,
save the system and voice processing
databases and restore older valid
version or reprogram manually. If the
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362-6740 for all your telecom needs.
12 of 13
203
Voice Processing Unit:
Communications Link
Down
problem persists, replace the hard disk.
It this does not fix the problem contact
Technical Support for assistance.
Place a call to a valid voicemail
extension. If you do not see “xxxxxx is
unplugged”, the connection is now
working properly. Otherwise, check the
RS232 cable and verify that the voice
processing PCS communications port is
still enable and set to 9600 bps and
software handshaking.
If the problem persists, reboot the voice
processing PC.
If the problem continues, reboot the
phone system (dropping all calls).
204
Voice Processing Unit:
Version Mismatch
If this does not fix the problem, replace
the RS232 cable or the component with
the defective serial port (CPU/MEM,
CPU020/PCM, CPC or Disk Controller
Combination Card.
Upgrade to the appropriate software
version.
If “MAJOR ALARM” appears on all display phones, a system-wide failure has been
detected. Attempt to reset the system using the reset switch on the CPU card or
by using the programming PC. If the problem persists, turn off the AC power for
at least 10 seconds and turn it back on. If the system is still not recovered, check
the system voltages, trying to locate the defective part or parts. Replace the
component.
If “MAJOR ALARM” appears on one or several phones, but not all the phones, the
individual key sets may have failed or the cabling may be defective.
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362-6740 for all your telecom needs.
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