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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. Courtesy of Main Resource, Inc. Visit us at www.MainResource.com or call 800 362-6740 for all your telecom needs. 1 of 13 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. Courtesy of Main Resource, Inc. Visit us at www.MainResource.com or call 800 362-6740 for all your telecom needs. 2 of 13 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. Courtesy of Main Resource, Inc. Visit us at www.MainResource.com or call 800 362-6740 for all your telecom needs. 3 of 13 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. Courtesy of Main Resource, Inc. Visit us at www.MainResource.com or call 800 362-6740 for all your telecom needs. 4 of 13 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. Courtesy of Main Resource, Inc. Visit us at www.MainResource.com or call 800 362-6740 for all your telecom needs. 5 of 13 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. Courtesy of Main Resource, Inc. Visit us at www.MainResource.com or call 800 362-6740 for all your telecom needs. 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. Courtesy of Main Resource, Inc. Visit us at www.MainResource.com or call 800 362-6740 for all your telecom needs. 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. Courtesy of Main Resource, Inc. Visit us at www.MainResource.com or call 800 362-6740 for all your telecom needs. 8 of 13 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 Courtesy of Main Resource, Inc. Visit us at www.MainResource.com or call 800 362-6740 for all your telecom needs. 9 of 13 026 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 Courtesy of Main Resource, Inc. Visit us at www.MainResource.com or call 800 362-6740 for all your telecom needs. 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. Courtesy of Main Resource, Inc. Visit us at www.MainResource.com or call 800 362-6740 for all your telecom needs. 11 of 13 122 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 Courtesy of Main Resource, Inc. Visit us at www.MainResource.com or call 800 362-6740 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. Courtesy of Main Resource, Inc. Visit us at www.MainResource.com or call 800 362-6740 for all your telecom needs. 13 of 13