eSpace IADV300R001 Troubleshooting Issue 07 Date 2013-12-06 HUAWEI TECHNOLOGIES CO., LTD. Issue 07 (2013-12-06) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd. i Copyright © Huawei Technologies Co., Ltd. 2013. All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means without prior written consent of Huawei Technologies Co., Ltd. Trademarks and Permissions and other Huawei trademarks are trademarks of Huawei Technologies Co., Ltd. All other trademarks and trade names mentioned in this document are the property of their respective holders. Notice The purchased products, services and features are stipulated by the contract made between Huawei and the customer. All or part of the products, services and features described in this document may not be within the purchase scope or the usage scope. Unless otherwise specified in the contract, all statements, information, and recommendations in this document are provided "AS IS" without warranties, guarantees or representations of any kind, either express or implied. The information in this document is subject to change without notice. Every effort has been made in the preparation of this document to ensure accuracy of the contents, but all statements, information, and recommendations in this document do not constitute a warranty of any kind, express or implied. Huawei Technologies Co., Ltd. Address: Huawei Industrial Base Bantian, Longgang Shenzhen 518129 People's Republic of China Website: http://enterprise.huawei.com eSpace IAD Troubleshooting About This Document Issue 07 (2013-12-06) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd. ii About This Document Intended Audience You can locate problems by checking device, collecting system information, using network test tools and observing IAD alarms. This chapter also provides solutions for common cases. This document is intended for: Technical support engineers Maintenance engineers Change History Changes between document issues are cumulative. The latest document issue contains all the changes made in earlier issues. Issue 07 (2013-12-06) This issue is the seventh official release and incorporates 108 troubleshooting cases. This issue includes the changes compared with issue 06 (2013-08-18): Added the following cases: 2.1.43 High Offline Rate of Phones Connected to the IAD 2.1.44 IAD132 Users Cannot Make Calls by Dialing Short Numbers 2.1.45 When an IAD User Makes a Call, a Harsh Sound Is Heard Upon Call Connection 2.1.46 Call Links Are Released When the IAD Registers with the IMS 2.3.36 IAD1280 Cannot Connect to the UCEMS 2.3.37 Call Is Released Because the Peer Device Does Not Support the 100rel Message Modification None Deletion None Issue 06 (2013-08-18) This issue is the sixth official release. eSpace IAD Troubleshooting Contents Issue 07 (2013-12-06) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd. iii Contents About This Document .................................................................................................................... ii 1 Overview ......................................................................................................................................... 1 1.1 Fault Level .................................................................................................................................................................... 1 1.2 Precautions .................................................................................................................................................................... 2 1.3 Troubleshooting Process ............................................................................................................................................... 2 1.3.1 Collecting Fault Information ..................................................................................................................................... 3 1.3.2 Determining the Fault Category................................................................................................................................. 5 1.3.3 Locating and Rectifying a Fault ................................................................................................................................. 5 1.3.4 Verifying Fault Rectification...................................................................................................................................... 5 1.3.5 Compiling a Troubleshooting Report ......................................................................................................................... 5 2 Analyzing and Rectifying Faults ............................................................................................... 6 2.1 Call Faults ..................................................................................................................................................................... 6 2.1.1 IAD Phone One-Way Audio Caused by the Defense Against UDP Flood Attacks .................................................... 6 2.1.2 Voice Tremble Occurs During IAD Calls .................................................................................................................. 7 2.1.3 Busy Tone When Picking Up or Dialing a Number ................................................................................................... 8 2.1.4 Phones Connected to the IAD Can Ring but Nothing Is Heard After Pickup .......................................................... 10 2.1.5 When the IAD Is Connected to the SoftCo, Users Hear the Incorrect Ringback Tone After Using Phones Connected to the IAD to Dial Numbers ............................................................................................................................ 11 2.1.6 Phones Connected to IAD Cannot Make Calls to Fixed-Line Phones in a Specified Province ............................... 11 2.1.7 User Cannot Hear the Peer's Voice on the Phone Connected to IAD After 5 to 10 Minutes ................................... 13 2.1.8 POTS Phone Users Cannot Hear the Two-Stage Dialing Tone ................................................................................ 14 2.1.9 Number 000 Is Displayed as the Calling Number and Connection Response Delays When a Call Comes in Through the FXO Port on the IAD ................................................................................................................................... 14 2.1.10 When the IAD Is Connected to the IMS, the Calling Number Cannot Be Correctly Displayed on Phones that are Connected to the IAD ....................................................................................................................................................... 16 2.1.11 Incorrect SessionTimer Setting Causes the Five-Minute Disconnection ............................................................... 16 2.1.12 Calling Number Displayed But No Ring Tone Played When a Call Comes in on the Phone Connected to the IAD132E(T) ...................................................................................................................................................................... 17 2.1.13 No Screen Display and Delayed Ring Tone When the First Call Comes in on the Phone Connected to the IAD1224 After the Phone Is Not in Use for a Long Period .............................................................................................. 18 2.1.14 Call From a User Connected to an IAD Automatically Ends Once the Called Party Picks Up the Phone ............ 18 2.1.15 Connecting Incoming Calls Through the FXO Port on the IAD Takes as Long as 15 Seconds ............................ 19 2.1.16 No Calling Number is Displayed on Phones Connected to the IAD132E(T) ........................................................ 20 eSpace IAD Troubleshooting Contents Issue 07 (2013-12-06) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd. iv 2.1.17 Incoming Calls Fail to Be Transferred from the Switchboard to the Extension Using the FXO Port on the IAD132E(T) ...................................................................................................................................................................... 21 2.1.18 Poor Voice Call Quality for the Incoming Call Through the FXO Port on the IAD .............................................. 22 2.1.19 Required Extension Number Does Not Exist When the PSTN User Dials the VoIP Access Code Through the FXO Port on the IAD ........................................................................................................................................................ 23 2.1.20 The Calling Party Hears Two-Second Ringback Tone Before Hearing the Busy Tone When a Call Comes in Through the FXO Port on the IAD and the Called Party Is Busy ..................................................................................... 24 2.1.21 Phones Bound to the FXO Port Sometimes Ring When No Call Comes in and Users Can Only Hear the Busy Tone After Picking up Phones .......................................................................................................................................... 24 2.1.22 When the Intranet User Under the FXS Port Makes an Outgoing Call Through the FXO Port on the IAD, the Called Party Picks up the Phone and Hears Only the Busy Tone ..................................................................................... 25 2.1.23 Crosstalk Occurs on Phones Connected to the IAD132E(T) ................................................................................. 25 2.1.24 What should I do if the indicator of a phone is off when the phone is picked up? ................................................ 26 2.1.25 Phone Connected to the IAD Does Not Ring for Incoming Calls.......................................................................... 27 2.1.26 Low Call Connection Rate After Phones Register with the Softswitch Through the IAD ..................................... 28 2.1.27 When the IAD Is Connected to the IMS, Users Cannot Make Calls to Each Other .............................................. 29 2.1.28 When the IAD Is Directly Connected to the IMS, Blind Transfer or Transfer upon Inquiry Failed ...................... 29 2.1.29 Calls Between IAD Users Are Disconnected Sometimes ...................................................................................... 30 2.1.30 One-Way Voice ...................................................................................................................................................... 31 2.1.31 No Voice ................................................................................................................................................................ 32 2.1.32 Phones Connected to the IAD Cannot Make Calls to Numbers Starting with 800 ................................................ 32 2.1.33 No Prompt Tone Can Be Heard When a Phone Connected to the IAD Is Picked Up; When a User Dials the Number of the Phone, an Announcement Is Played, Indicating that the Phone Is on a Call ............................................. 33 2.1.34 IAD Registration Is Successful, but Intra-Office Calls Failed ............................................................................... 34 2.1.35 Phone Connected to an IAD208E(M) That Connects to Multiple PCs Cannot Be Used to Make Calls ............... 34 2.1.36 One-way Audio Due to the IAD208E(M) Power Exception .................................................................................. 35 2.1.37 Slow Voice Channel Setup for Calls Made by Users Under an IAD ..................................................................... 35 2.1.38 Slow Call Setup ..................................................................................................................................................... 36 2.1.39 Voice Intermittence ................................................................................................................................................ 37 2.1.40 No Prompt Tone Is Played upon Hangup ............................................................................................................... 37 2.1.41 Redial Key on the Phone Under an IAD Does Not Work ...................................................................................... 38 2.1.42 IAD Users Cannot Make Outgoing Calls .............................................................................................................. 38 2.1.43 High Offline Rate of Phones Connected to the IAD .............................................................................................. 39 2.1.44 IAD132 Users Cannot Make Calls by Dialing Short Numbers ............................................................................. 40 2.1.45 When an IAD User Makes a Call, a Harsh Sound Is Heard Upon Call Connection .............................................. 41 2.1.46 Call Links Are Released When the IAD Registers with the IMS .......................................................................... 41 2.2 Fax and Modem Faults ............................................................................................................................................... 42 2.2.1 Faxes Can Be Received but Cannot Be Sent ........................................................................................................... 42 2.2.2 IAD Fails to Send Faxes to ZTE Softswitches ........................................................................................................ 43 2.2.3 Fax Machines Connected to the Counter Work Improperly ..................................................................................... 43 2.2.4 Fax Machines Connected to the IAD Cannot Send or Receive Faxes ..................................................................... 45 2.2.5 Fax File Sending Failure .......................................................................................................................................... 48 2.2.6 The Fax Machine Connected to the IAD Has a Low Efficiency in Receiving Faxes .............................................. 48 eSpace IAD Troubleshooting Contents Issue 07 (2013-12-06) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd. v 2.2.7 Dialing Failure Through the Modem Connected to the IAD ................................................................................... 49 2.2.8 Card Reading Failure for the POS Device Connected to the IAD ........................................................................... 50 2.3 Other Faults ................................................................................................................................................................ 52 2.3.1 Bad AT0 Grounding ................................................................................................................................................. 52 2.3.2 Port Indicator Is Off ................................................................................................................................................. 52 2.3.3 Network Connection Failure .................................................................................................................................... 53 2.3.4 Loading or Backing Up File Failure ........................................................................................................................ 54 2.3.5 IP Address Obtaining Failure and Automatic Restart When the PPPoE Dial-up Is Used ........................................ 55 2.3.6 PPPoE Dial-up Failure for the PC Connected to the IAD........................................................................................ 57 2.3.7 PCs Connected to the IAD101H/102H/104H Cannot Access the Network ............................................................. 58 2.3.8 IAD Cannot Register with the UCEMS After Startup ............................................................................................. 58 2.3.9 IAD208 Restarts Continually ................................................................................................................................... 59 2.3.10 Frequent MG Disconnection Alarm ....................................................................................................................... 60 2.3.11 IAD Reports a "Network Quality Bad" Alarm When the IAD, SoftCo, and eSpace EMS Are Connected to the Same Switch ..................................................................................................................................................................... 61 2.3.12 When the IAD Is Connected to the Local PSTN Network Through the FXO Port, an Incorrect ID That Is Bound to the FXO Port Causes Incoming Call Exceptions .......................................................................................................... 62 2.3.13 VALN Data Configuration for the IAD208............................................................................................................ 63 2.3.14 IAD Cannot Register with ZTE IMS Using SIP .................................................................................................... 64 2.3.15 IAD Cannot Register with the Softswitch Using MGCP ....................................................................................... 64 2.3.16 Card Swiping Process Takes Long Time on the POS Device Connected to the IAD208E(M) .............................. 65 2.3.17 What Should I Do If the IAD Fails to Register with the UAP3300? ..................................................................... 66 2.3.18 Registration Failure with the IMS .......................................................................................................................... 66 2.3.19 Why outgoing calls cannot be made when the IAD connects to the IMS? ............................................................ 67 2.3.20 Two Cascaded IAD132E(T)s Cannot Ping Each Other ......................................................................................... 68 2.3.21 Multiple IADs Connected to the Same ONU/ONT Cannot Ping Each Other ........................................................ 69 2.3.22 IAD Cannot Register with the SoftX3000 ............................................................................................................. 70 2.3.23 User Under the IAD Fails to Register with the SoftCo .......................................................................................... 71 2.3.24 Port on the IAD Is Locked ..................................................................................................................................... 71 2.3.25 Users Under the IAD132E(T) Fail to Connect to Hardware Terminals in the eSpace UC2.0 Solution ................. 72 2.3.26 IAD Fails to Switch Back to the Active U2990 After Switching to the Standby U2990 for Regeneration in the eSpace UC2.0 Solution ..................................................................................................................................................... 73 2.3.27 U2990 Returns the 423 Error Message When the IAD Registers with the U2990 in the eSpace UC2.0 Solution 74 2.3.28 Two IADs on the Same VLAN Cannot Ping Each Other, and the Phone Does Not Ring When a User Under One IAD Makes a Call to Another User Under the Other IAD ................................................................................................ 74 2.3.29 Unable to Run Commands ..................................................................................................................................... 75 2.3.30 Serial Port Failure .................................................................................................................................................. 75 2.3.31 Start Slowness or Failure ....................................................................................................................................... 76 2.3.32 IAD Restarts for No Reason .................................................................................................................................. 77 2.3.33 Automatic Upgrade Failure .................................................................................................................................... 77 2.3.34 Noise on the Phone Connected to the IAD ............................................................................................................ 78 2.3.35 IAD Configurations on the Web Management System Fail to Take Effect ............................................................ 80 2.3.36 IAD1280 Cannot Connect to the UCEMS ............................................................................................................. 80 eSpace IAD Troubleshooting Contents Issue 07 (2013-12-06) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd. vi 2.3.37 Call Is Released Because the Peer Device Does Not Support the 100rel Message................................................ 81 3 Common Troubleshooting Methods ....................................................................................... 84 3.1 Observing Device Indicators ...................................................................................................................................... 85 3.2 Collecting System Information (Web) ........................................................................................................................ 89 3.3 Viewing Call Failure Records ..................................................................................................................................... 89 3.4 Checking the Network Status Automatically .............................................................................................................. 90 3.5 Using the PING Command ......................................................................................................................................... 95 3.6 Tracing Route ............................................................................................................................................................. 96 3.7 Tracing Signaling ........................................................................................................................................................ 97 3.8 Analyzing Packets Captured by Wireshark ................................................................................................................. 98 3.9 Capturing the Network Packets Remotely ................................................................................................................ 106 3.10 Bad AT0 Grounding ................................................................................................................................................ 109 3.11 AT0 Ground Impedance Test ................................................................................................................................... 114 4 FAQs ............................................................................................................................................ 119 4.1 Query-Related FAQs ................................................................................................................................................. 119 4.1.1 What Are the Default IP address, User Name, and Password Used to Log In to the IAD? ................................... 119 4.1.2 How Do I View the IP Address of the IAD? .......................................................................................................... 119 4.1.3 How Do I View the MAC Address of the IAD? .................................................................................................... 120 4.1.4 How Do I View the Physical Sequence Number of the IAD? ................................................................................ 120 4.1.5 How Do I View the Software Version of the IAD? ................................................................................................ 120 4.1.6 How Do I View the System Information? .............................................................................................................. 120 4.1.7 How Do I view the elabel of the IAD? .................................................................................................................. 121 4.2 Operation-Related FAQs ........................................................................................................................................... 121 4.2.1 How Do I Log In to the IAD Management System? ............................................................................................. 121 4.2.2 How Do I Log In to the IAD If I Forget the Password? ......................................................................................... 121 4.2.3 How Do I Restore the IAD to Factory Settings?.................................................................................................... 122 4.2.4 How Do I Restart the IAD? ................................................................................................................................... 122 4.2.5 How Do I Change the IP Address of the IAD? ...................................................................................................... 122 4.2.6 How Do I Set the Upper and Lower Limits of the Hookflash Duration? .............................................................. 122 4.2.7 How Do I Change the Protocol Mode? .................................................................................................................. 123 4.2.8 How Do I Set the VLAN Priority on the IAD? ...................................................................................................... 123 4.2.9 How Do I Set the Fax Function on the IAD? ......................................................................................................... 123 4.2.10 How Do I Separate Voice Packets from Data Packets When the IAD132E(T) Connects to a Switch? ............... 124 eSpace IAD Troubleshooting 1 Overview 1 Overview About This Chapter This topic describes the fault severity, precautions, and troubleshooting process. 1.1 Fault Level Depending on the impact and scope of the fault, faults are classified as either emergency faults or ordinary faults. 1.2 Precautions This topic describes the precautions for troubleshooting. 1.3 Troubleshooting Process This topic describes the IAD troubleshooting process. 1.1 Fault Level Depending on the impact and scope of the fault, faults are classified as either emergency faults or ordinary faults. Emergent faults refer to those that occur suddenly and affect a wide range of services or devices. Emergency faults, such as host breakdown and service congestion, seriously affect network operations and the quality of service (QoS). The following faults are emergency faults: IAD voice and fax services are unavailable. The IAD restarts continuously. Ordinary faults refer to those that are not emergency faults. The methods for locating and rectifying faults and the applicable reference documents are different for emergency and ordinary faults. For details, see Table 1-1. eSpace IAD Troubleshooting 1 Overview Table 1-1 Methods for locating and rectifying faults Fault Level Processing Method Reference Document Ordinary Locate and rectify the fault. See the description for this document. Emergency Restore the service that has been affected as soon as possible, and then find the root cause of the fault. Contact your service provider for assistance. 1.2 Precautions This topic describes the precautions for troubleshooting. Before locating and troubleshooting faults, you must read and observe the following precautions: Strictly comply with the operation and industry rules and regulations to ensure safety of personnel and devices. Observe ESD safety measures (for example, wear ESD wrist straps). Record details about all the faults that occur during maintenance. Record all the important operations, for example, restarting a process and restoring factory settings. An important operation must be performed by qualified operators after the related data is backed up and proper measures are provided against security and emergency events. 1.3 Troubleshooting Process This topic describes the IAD troubleshooting process. The IAD troubleshooting process involves collecting fault information, rectifying faults, verifying fault rectification, compiling troubleshooting reports, and contacting service provider. Figure 1-1 shows the troubleshooting flowchart. eSpace IAD Troubleshooting 1 Overview Figure 1-1 Troubleshooting flowchart 1.3.1 Collecting Fault Information Detailed fault description helps to quickly locate faults. The scenario information, networking information, and system information must be collected when a fault occurs. Scenario Information This topic describes the fault scenario information that must be collected when a fault occurs. Collect the following scenario information when a fault occurs: eSpace IAD Troubleshooting 1 Overview Fault occurrence time and place Fault symptom Operations that were performed before the fault occurred Measures that have been taken after the fault occurred and the results Services that were affected by the fault and the scope of the fault Networking Information Networking information helps maintenance personnel to simulate the fault scenario and locate the fault. The maintenance personnel must document and save the following onsite information: Physical network, including physical connections and connection media. Device names and versions. Logical connections between devices. Device interconnection information, such as the VLAN, IP address, subnet, gateway, or port of a device. System Information When a fault occurs, you can log in to the IAD web management system to obtain system information described in Table 1-2. The procedure is as follows: 1. Log in to the web management system. For details, see the eSpace IAD Product Documentation. 2. Choose Diagnose > System Information from the navigation tree on the left. The system information page is displayed. 3. Click Download to download the system information. Alternatively, you can view system information directly on the page. Table 1-2 System information Item Description Version Information about software versions of the main control board and other service boards. IAD software version information. IAD software version information. Network port information Network port configuration information. User registration status For SIP services only. Wildcard group registration status For SIP services only. Registration (For MGCP services only) MG registration status and MGC server information. VLAN configuration Tag configuration for various packets generated by the IAD. Current configuration Current user configuration on the device. eSpace IAD Troubleshooting 1 Overview Item Description Alarm history Latest 10 alarms. To view more alarm information, view downloaded files. NOTE For details about how to query other system information, see the eSpace IAD Product Documentation. 1.3.2 Determining the Fault Category Upon receiving fault information, determine whether the fault is an emergency fault. If the fault is emergent, contact your service provider for assistance. If the fault is not emergent, locate and rectify the fault according to this document. 1.3.3 Locating and Rectifying a Fault Troubleshooting refers to locating faults using fault locating methods provided by devices and rectifying the faults using various methods such as maintaining cables, replacing components, and modifying configuration data. The procedure for locating a fault is as follows: 1. Verify that the fault is a peripheral fault. 2. Verify that the fault is an IAD hardware fault. 3. Verify that the fault is a network fault. 4. Verify that the fault is a service fault. For details, see the common cases. 1.3.4 Verifying Fault Rectification After taking measures to rectify a fault, verify that the fault is rectified. If the fault is rectified, compile a troubleshooting report. If the fault is not rectified, contact your service provider for assistance. 1.3.5 Compiling a Troubleshooting Report After verifying that a fault is rectified, record the fault rectification process and compile a troubleshooting report for future reference. The troubleshooting report should include: fault symptom, fault location, fault rectification, and preventive suggestions. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 2 Analyzing and Rectifying Faults About This Chapter 2.1 Call Faults 2.2 Fax and Modem Faults 2.3 Other Faults 2.1 Call Faults 2.1.1 IAD Phone One-Way Audio Caused by the Defense Against UDP Flood Attacks Symptom When a user under the IAD makes a call to an onsite mobile phone user, the mobile phone user cannot hear the calling party's voice for several seconds. This fault occurs when the traffic is high. Network: IAD user-IAD-SBC-UMG Possible Cause The defense against UDP Flood attacks is enabled for the SBC. Solution Step 1 Capture packets on the IAD, between the IAD and the SBC, and between the SBC and the UMG. Step 2 Analyze the captured packets. The packets from the IAD are normal; however, packet loss occurs during the transmission between the SBC and the UMG. The defense against UDP Flood attacks is enabled for the eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults SBC. UDP packets bear the voice packets. When the traffic is high, the SBC discards the UDP packets that bear voice packets. Then one-way audio occurs. Step 3 Disable the defense against UDP Flood attacks for the SBC. Step 4 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 5. Step 5 Contact your service provider for assistance. ----End 2.1.2 Voice Tremble Occurs During IAD Calls Symptom Voice tremble occurs during IAD calls. Possible Cause Phone fault Poor bearer network performance that causes the packet loss between the IAD and the peer gateway device Incorrect configuration for the Ethernet port on the IAD upper-level switch Solution Step 1 Change a phone, and check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 2. Step 2 Ping the peer gateway device on the IAD to verify the network performance. If the delay time is less than 40 ms, and no packet loss occurs, the bearer network performance is good. Step 3 Verify that each device that the media stream passes is configured to the full-duplex mode. If a device is configured to the full-duplex mode, and the other device is configured to the automatic adaptive mode, the working mode may become half-duplex after negotiation, which affects the voice quality. You can configure the working mode to the full-duplex at a speed of 100 Mbit/s. Step 4 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 5. Step 5 Contact your service provider for assistance. ----End eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 2.1.3 Busy Tone When Picking Up or Dialing a Number Symptom Beeps occur on phones connected to the IAD. Users cannot dial numbers. A user always hears the busy tone when dialing a number. Possible Cause The IAD is subject to electromagnetic interference. The user is not registered with the softswitch. The called number does not exist. The short circuit occurs. The IAD is faulty. The mapping between the cable sequence and ports is incorrect. The softswitch sends duplicate digitmaps to the IAD. However, the IAD can recognize a single digitmap. The softswitch delivers incorrect digitmaps. Solution Step 1 Check whether electromagnetic devices exist close to the IAD. If yes, move electromagnetic devices away and restart the IAD by powering off and on the IAD. If no, go to the next step. Step 2 Ping the softswitch IP address on the IAD. If the softswitch can be pinged, go to the next step. If it cannot be ping through, check whether the network cable is correctly plugged (ensure that the uplink cable is plugged in the WAN port of the IAD). Step 3 Run the display protocol-mode command to view the protocol used by the IAD. Step 4 For SIP services, run the display sip digitmap command to query the digitmap configuration. TERMINAL(config)#display sip digitmap If the default digitmap [XABCD*#].T is deleted and other digitmaps are not configured, you cannot initiate any calls. For details about how to configure digitmaps, see the product documentation. Step 5 View the user registration status. For MGCP services, run the display mgcp attribute command to view the user registration status. For SIP services, run the display sip attribute all command to view the user registration status. Step 6 If the user is not registered with the softswitch, verify that the account of the user is enabled on the softswitch and is configured correctly on the IAD. For SIP services, you can query the attribute configuration of the SIP services as follows: eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults − If the registration fails, check whether the data of the user is configured on the softswitch. − If the user ID or password is inconsistent with that on the softswitch, run the sip user command to configure the information. − If the IP address of the SIP server configured on the IAD is incorrect, run the sip server index address ipaddress command to configure the information. For MGCP services, you can query the attribute configuration of the MGCP services as follows: − If the IP address or domain name of the MGC (registration server) is not configured, run the mgcp mgc index address ipaddress command to configure the information. For example, if the IP address of the active MGC is 192.168.10.10, the operations are as follows: TERMINAL(config)#mgcp mgc 1 address 192.168.10.10 − If the MG domain name is not the same as that set on the MGC server, run the mgcp mg-domain-name domain-name command to set the MG domain name again. − The interval for the IAD to register with the MGC may be too long after reboot (70s by default), you can run the mgcp protocol mwd-valtimer command to decrease the registration waiting interval. For example, run the following command to set the interval to 20s: TERMINAL(advanced-config)#mgcp protocol mwd-val 20 − Ensure that the authentication methods of the IAD and the MGC are consistent. If the authentication methods are inconsistent, run the mgcp authentication command in the global configuration mode to configure the authentication method. Step 7 Check whether the mapping between the cable sequence and ports is correct. For details, see the product documentation. If no, reconnect cables. If yes, go to the next step. Step 8 Run the display pstnport state command to query the working status of the port. For example, to query the user of port 0 on the IAD132E(T), the operations are as follows: TERMINAL#display pstnport state 0 /*If the port number is not specified, all ports are queried.*/ -------------------------------------- Port PortType State -------------------------------------- 0 FXS IDLE /*FXS is the port for SIP users, FXO is the port for PSTN users. State IDLE indicates that the port is in idle state. If the state is BUSY, it indicates that the port is occupied.*/ NOTE For IAD132E(T), if the IAD has 8 FXO ports and 24 FXS ports (OSU board + ASID board) and all the 8 FXO ports are configured with the private lines of the 8 FXS ports of the IAD, the other 16 FXS users cannot initiate outgoing calls on the host. In this case, you are advised to set a maximum of 7 private lines. Step 9 Run the display dsp-channel command to query the configuration information such as DSP port status and send/receive gains. Step 10 Run the display dsp-chip command to check whether the DSP chip is in normal state. If the DSP chip is damaged, return the IAD to the factory for repairing. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Step 11 Check whether the pickup event is correctly reported and whether the softswitch responds. For details, see Tracing Signaling. Step 12 Analyze onsite logs to check whether the softswitch has sent repeated digitmaps. If yes, upgrade the IAD to V300R001C07SPC600 or later. If no, go to the next step. Step 13 Capture packets and analyze whether the IAD can recognize the digitmaps sent from the softswitch. If no, contact the vendor for a solution. If yes, go to the next step. Step 14 Configure the original IAD according to the configuration data on an IAD that is running properly, and check whether the fault is rectified. If yes, the IAD is not faulty. If no, go to the next step. Step 15 Contact your service provider for assistance. ----End 2.1.4 Phones Connected to the IAD Can Ring but Nothing Is Heard After Pickup Symptom When outer-office user A dials IAD user B, user B's phone rings, and user A can hear the RBT. However, user B cannot hear user A's voice after user B picks up the phone. Possible Cause The signaling carries events that the IAD does not support. Solution Step 1 Capture packets on the faulty IAD. Step 2 Analyze the packets captured on the faulty IAD. Check whether the IAD sends a 518 error code to the softswitch. NOTE The IAD does not support softswitch messages that contain FXR/T38 events. Common MDCX messages do not contain FXR/T38 events. If yes, change the T38 mode to transparent transmission mode for the softswitch. If no, go to Step 3. Step 3 Contact your service provider for assistance. ----End eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 2.1.5 When the IAD Is Connected to the SoftCo, Users Hear the Incorrect Ringback Tone After Using Phones Connected to the IAD to Dial Numbers Symptom The function of reporting a number digit by digit is enabled for the SoftCo and an IAD is connected to the SoftCo. When POTS user A under the IAD calls user B, user A hears the abnormal ringback tone and the call is put through or still hears the abnormal ringback tone after the phone is silent for about 7s. Possible Cause The possible causes are as follows: The IAD version does not support digit-by-digit number report. Digit-by-digit number report is not enabled for the IAD. Solution Step 1 Upgrade the IAD to the latest version. Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 2. Step 2 Run the display current-config command to view the current IAD configuration. If the value of sip soft-parameter supportnoPond is off, run the sip soft-parameter supportnoPond on command to enable digit-by-digit number report for the IAD. If the value of sip soft-parameter supportnoPond is on, go to Step 3. Step 3 Contact your service provider for assistance. ----End 2.1.6 Phones Connected to IAD Cannot Make Calls to Fixed-Line Phones in a Specified Province Symptom Phones connected to IAD cannot make calls to fixed-line phones in a specified province but can make calls to fixed-line phones in other provinces. Fixed-line phones in the province can make calls to phones connected to IAD properly. Network: POTS-A-IAD-ZTE NGN Possible Cause Network exceptions Incorrect digitmap configuration on the softswitch eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Solution Step 1 Check whether the IAD is properly registered with the softswitch. If yes, go to Step 5. If no, go to Step 2. Step 2 Check whether the network is disconnected. If yes, rectify the network fault. If no, go to Step 3. Step 3 Run the display sip attribute command to view the IAD protocol mode. Step 4 (For SIP mode only) Run the display sip attribute command to view the digit-map position value. If the digitmap of the softswitch is used, the softswitch sends the digitmap to the IAD in the 200 OK message. Check whether the digitmap delivered by the softswitch is correct, as shown in Figure 2-1. − If no, modify the digitmap configuration on the softswitch. − If yes, go to Step 6. Figure 2-1 Digitmap delivered by the softswitch using SIP Step 5 (For MGCP mode only) Capture packets to view the digitmap of the softswitch in the MGCP mode. The softswitch sends the digitmap to the IAD in the RQNT message, as shown in Figure 2-2. If the number length in the digitmap is configured to 11 digits, but the called number consists of 12 digits, only 11 digits of the called number are reported. Therefore, an incorrect number is reported. Check whether the digitmap is correct. If no, modify the digitmap configuration on the softswitch. If yes, go to Step 6. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Figure 2-2 Digitmap delivered by the softswitch using MGCP Step 6 Contact your service provider for assistance. ----End 2.1.7 User Cannot Hear the Peer's Voice on the Phone Connected to IAD After 5 to 10 Minutes Symptom When a user uses a phone connected to IAD to talk with others, the user cannot hear others' voice after 5 to 10 minutes. Other users can hear the user's voice. Possible Cause Phone fault Peer device fault Solution NOTE The IAD configuration is correct when only one user encounters the problem. Step 1 Change a phone, and check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 2. Step 2 Check the peer device. Step 3 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 4. Step 4 Contact your service provider for assistance. ----End eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 2.1.8 POTS Phone Users Cannot Hear the Two-Stage Dialing Tone Symptom Users that use POTS phones connected to the IAD cannot hear the two-stage dialing tone. Possible Cause No two-stage dialing function for the office route corresponding to the SoftCo Inconsistency between the prefix in the number reported by the IAD and the prefix on the SoftCo Early IAD version Solution Step 1 Run the show office selectcode nox command to check whether the two-stage dialing function is enabled for office direction x corresponding to the SoftCo. If no, enable the function. If yes, go to Step 2. Step 2 Check whether the prefix on the SoftCo maps the digitmap configured on the IAD. If no, modify the configuration. Assume that the prefix is 99 on the SoftCo, the 99 digitmap must be added on the IAD. Ensure that the minimum length of outgoing numbers corresponding to the prefix on the SoftCo is 0. If yes, go to Step 3. Step 3 Check whether the IAD version is V300R001C03SPC800 or later. NOTE Only V300R001C03SPC800 and later versions support the two-stage dialing function. If no, upgrade the IAD to the latest version. For details, see IAD upgrade guide. If yes, go to Step 4. Step 4 Contact your service provider for assistance. ----End 2.1.9 Number 000 Is Displayed as the Calling Number and Connection Response Delays When a Call Comes in Through the FXO Port on the IAD Symptom The PSTN analog trunk is connected to the FXO port on the OSU board of the IAD132E(T). The original number of the analog trunk is 58836176. The access code of the UAP/CTI is 4006113006. Users can dial the original number or the access code. After dialing the access code, users are connected to the IVR where they can select the agent service. If users dial the access code, 000 is always displayed to the agent as the calling number. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Network: PSTN analog trunk --> (FXO) IAD132E(T) --> SoftCo or UAP3300 Possible Cause The possible causes are as follows: The calling number has enabled the calling line identification restriction (CLIR) service. The FSK signal is too weak to be detected by the FXO port. The IAD receive gain is set incorrectly. The IAD is grounded improperly. Solution Step 1 Contact the carrier to check whether the CLIR service is enabled. If yes, disable the service. If no, go to Step 2. Step 2 Run the dsp fsk/dtmf gain command to lower the FSK or DTMF receive gain gradually. CAUTION The FSK or DTMF receive gain cannot be changed by a great degree. When the FSK or DTMF receive gain is changed by a great degree, the IVR two-stage dialing function is unavailable. For example, if the receive gain is reduced to –5, the calling number is displayed to the UAP3300 agent when a phone or mobile phone user dials the access code and the IVR two-stage dialing function is available. However, when the gain is reduced to –7, the calling number is still displayed to the UAP3300 agent but the IVR two-stage dialing function is unavailable. Step 3 Check whether the CLIP function is enabled for the FXO port on the IAD132E(T). If yes, go to Step 4. If no, run the sip user por tfxo-clip yes command to enable the CLIP function. For example: Terminal(config)#sip user 24 fxo-clip yes NOTE This command is available only for IADV300R001C03SPC900, IADV300R001C04SPC300, and later versions. Step 4 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 5. Step 5 Check whether the IAD is grounded properly by referring to 3.11 "AT0 Ground Impedance Test." Step 6 Check whether the fault is rectified. If yes, the procedure ends. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults If no, go to Step 7. Step 7 Contact your service provider for assistance. ----End 2.1.10 When the IAD Is Connected to the IMS, the Calling Number Cannot Be Correctly Displayed on Phones that are Connected to the IAD Symptom The customer requires that the short number is displayed when on-net users make calls on the IMS. However, the country code and the actual number are displayed no matter the call is made between on-net users or from an off-net user to an on-net user. Possible Cause The possible cause is incorrect IAD soft parameter settings. Solution Step 1 Run the display sip soft-parameter command to check whether the clip-mode value is PAI. If yes, run the sip soft-parameter clip-mode From command to set clip-mode to From. If no, go to Step 2. Step 2 Contact your service provider for assistance. ----End 2.1.11 Incorrect SessionTimer Setting Causes the Five-Minute Disconnection Symptom When the IAD132E(T) is connected to the SoftX3000 using SIP, every call is disconnected after five minutes. Possible Cause The possible cause is that SessionTimer is not enabled. Solution Step 1 Run the display sip soft-parameter command to check whether SessionTimer is on. If no, run the sip soft-parameter sessionTimer on command. If yes, go to Step 2. Step 2 Contact your service provider for assistance. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults ----End 2.1.12 Calling Number Displayed But No Ring Tone Played When a Call Comes in on the Phone Connected to the IAD132E(T) Symptom In an enterprise, CHINO-E phones are connected to the IAD132E(T) for the employees to use. Sometimes when a call comes in, the calling number is displayed but the phone does not ring. After the phone line is reconnected, the phone can ring but the user cannot hear the calling party's voice in the phone. Possible Cause The possible causes are as follows: The phone is faulty. Multiple phones share a line. Solution Step 1 Use a phone from another vendor for a test and check whether the fault is rectified. If yes, replace the CHINO-E phone with a phone from another vendor. If no, go to Step 2. Step 2 Check whether multiple phones share the same line. If yes, remain only one phone. If no, go to Step 3. Step 3 Check whether the problem occurs on all phones connected to the IAD132. If yes, go to Step 4. If no, go to Step 5. Step 4 Check whether the IAD132 uses the ASID board. If yes, go to Step 5. If no, replace the existing board with an ASID board. Step 5 Contact your service provider for assistance. ----End eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 2.1.13 No Screen Display and Delayed Ring Tone When the First Call Comes in on the Phone Connected to the IAD1224 After the Phone Is Not in Use for a Long Period Symptom Sometimes when a phone that is not in use for several days is used again, the time display disappears. In normal cases, the time is displayed on the phone when there is no incoming call. The phone is connected and powered correctly. When a call comes in on the phone, the calling number is displayed on the phone after the calling party hears three ringback tones, and the phone starts ringing when the calling party hears the fourth ringback tone. When the phone is picked up, the two parties can talk normally. Possible Cause The possible cause is that the phone is faulty. NOTE The phone quality is related to the charging period of the capacitor, while the charging period of the capacitor depends on the leakage current when the phone is in hangup state. The IAD1224 is tested to support the leakage current of 60 µA when the phone connected to the IAD1224 is in hangup state while the leakage current required by the DB T 15279-2002 standard is 25 µA. The IAD1224 leakage current complies with the DB T 15279-2002 standard. Solution Step 1 Check whether the IAD1224 leakage current compiles with the DB T 15279-2002 standard when the phone connected to the IAD1224 is in hangup state. If yes, check the fault on the phone. If no, go to Step 2. Step 2 Contact your service provider for assistance. ----End 2.1.14 Call From a User Connected to an IAD Automatically Ends Once the Called Party Picks Up the Phone Symptom When a user connected to an IAD1224 through a subscriber line makes a call, the call automatically ends once the called party picks up the phone. Possible Cause The possible causes are as follows: The cable distribution box is faulty. The phone is faulty. The phone is not properly connected to the IAD. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Solution Step 1 If the cable distribution box is used, remove it and directly connect the phone to the IAD. Then, check whether the fault is rectified. If no, go to Step 2. If yes, replace the cable distribution box. You can send the information (such as its model) about the cable distribution box to technical support engineers for fault analysis. Step 2 Connect a phone of a different model to the IAD. Check whether the fault is rectified. If no, go to Step 3. If yes, replace the faulty phone. You can send the information (such as its model) about the phone to technical support engineers for fault analysis. Step 3 Replace the phone cable (including the RJ-45 connector). Check whether the fault is rectified. If no, go to Step 4. If yes, replace the phone cable. Step 4 Contact your service provider for assistance. ----End 2.1.15 Connecting Incoming Calls Through the FXO Port on the IAD Takes as Long as 15 Seconds Symptom If the carrier has not enabled the Calling Line Identification Presentation (CLIP) service for a PSTN number, an outer-office user has to spend as long as 15 seconds to connect a call to a PSTN user through the FXO port. Possible Cause The possible cause is that the CLIP service has not been enabled for the PSTN number. Solution Step 1 Check whether the CLIP service is enabled for the PSTN number. (You can test the CLIP service directly on the PSTN network.) If no and the CLIP service is required, contact the carrier to enable the CLIP service. If no and the CLIP service is not required, go to Step 2. Step 2 Configure the FXO port. Run the following command: TERMINAL(config)#sip user 0 fxo-clip no NOTE This command is available only for IADV300R001C03SPC900, IADV300R001C04SPC300, and later versions. You are advised to upgrade older versions to one of the preceding versions. Step 3 Check whether the fault is rectified. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults If yes, the procedure ends. If yes, go to Step 4. Step 4 Contact your service provider for assistance. ----End 2.1.16 No Calling Number is Displayed on Phones Connected to the IAD132E(T) Symptom When a PSTN user makes a call to an intra-office user through the FXO port on the IAD132E(T), the calling number is not displayed to the intra-office user. Possible Cause The possible causes are as follows: The FSK signal is too weak to be detected by the FXO port. The calling side does not send the calling number. The phone is faulty. Solution Step 1 Contact the carrier to check whether the CLIP service is enabled for the PSTN user connected to the IAD. If no, contact the carrier to enable the CLIP service. If yes, go to Step 2. Step 2 Replace the phone with a phone that is running properly, and check whether the fault is rectified. If yes, the phone is faulty. Replace the phone. If no, go to Step 3. Step 3 Gradually lower the DSP gain. Run the following command and check whether the fault is rectified: TERMINAL(advanced-config)#DSP fsk GAIN 6/7/8 If yes, the procedure ends. If no, go to Step 4. Step 4 Check whether the CLIP function is enabled for the FXO port on the IAD132E(T). If yes, go to Step 5. If no, run the sip userport numberfxo-clip yes command. Fox example: Terminal(config)#sip user 24 fxo-clip yes NOTE This command is available only for IADV300R001C03SPC900, IADV300R001C04SPC300, and later versions. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Step 5 Capture logs about the FXO port, and check whether there are records about FSK signals or FSK detection timeout. If yes, go to Step 6. If no, check whether the calling side sends the calling number. No calling number is displayed on phones connected to the FXS port if the number is not sent. Step 6 Contact your service provider for assistance. ----End 2.1.17 Incoming Calls Fail to Be Transferred from the Switchboard to the Extension Using the FXO Port on the IAD132E(T) Symptom When the IAD132E(T) is connected to the SoftCo, incoming calls fail to be transferred from the switchboard to the extension using the FXO port. Possible Cause The possible causes are as follows: The SoftCo encounters problems. The FXO port is not bound to the virtual user (VU) prefix of the SoftCo. The IAD is in local switch state. No SIP trunk is configured for the IAD. Solution Step 1 Verify that the FXO port on the IAD has been bound to the VU prefix. Step 2 Capture IAD logs and network packages to check whether the IAD sends the Invite message to the SoftCo. If yes, go to Step 3. If no, verify that the SIP trunk has been configured for the IAD. If no SIP trunk is configured, run the sip peercomponent address string command to add the SoftCo IP address on the IAD. Step 3 Check whether the IAD is in local switch state. If yes, run the sip local-call disable command to disable local switch. If no, go to Step 4. Step 4 Contact your service provider for assistance. ----End eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 2.1.18 Poor Voice Call Quality for the Incoming Call Through the FXO Port on the IAD Symptom After the PSTN user calls the intra-office user through the FXO port on the IAD, echo and noise occur during the conversation between the two parties. Possible Cause The possible causes are as follows: The PSTN signal is poor. The IAD is grounded improperly. The IAD software parameters are configured incorrectly. The IAD software has defects. Solution Step 1 Connect the PSTN line directly to the phone and check whether the voice quality is good. If no, it can be concluded that the fault is caused by the PSTN network. If yes, go to Step 2. Step 2 Verify that the IAD is grounded properly by referring to 3.11 "AT0 Ground Impedance Test." Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 3. Step 3 Re-configure the EC, dsp, and pstnport parameters on the IAD. Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 4. NOTE Configure the EC, dsp, and pstnport parameters by referring to the IAD product documentation. Step 4 Upgrade the IAD to the latest version. Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 5. Step 5 Contact your service provider for assistance. ----End eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 2.1.19 Required Extension Number Does Not Exist When the PSTN User Dials the VoIP Access Code Through the FXO Port on the IAD Symptom The PSTN user dials the VoIP access code through the FXO port on the IAD, and dials an extension number as prompted. Then, an announcement is played, indicating that the dialed number does not exist. Possible Cause The possible causes are as follows: The PSTN signal is poor. The IAD is grounded improperly. The IAD software parameters are configured incorrectly. The IAD software has defects. Solution Step 1 Connect the PSTN line directly to the phone and check whether the voice quality is good. If no, it can be concluded that the fault is caused by the PSTN network. If yes, go to Step 2. Step 2 Verify that the IAD is grounded properly by referring to 3.11 "AT0 Ground Impedance Test." Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 3. Step 3 Re-configure the EC, dsp, and pstnport parameters on the IAD. Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 4. NOTE Configure the EC, dsp, and pstnport parameters by referring to the IAD product documentation. Step 4 Upgrade the IAD to the latest version. Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 5. Step 5 Contact your service provider for assistance. ----End eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 2.1.20 The Calling Party Hears Two-Second Ringback Tone Before Hearing the Busy Tone When a Call Comes in Through the FXO Port on the IAD and the Called Party Is Busy Symptom A PSTN user calls an intra-office user through the FXO port on the IAD. When the intra-office user is in busy state, the PSTN user hears two-second ringback tone before hearing the busy tone. Possible Cause The possible cause is the technical restriction. NOTE Two carriers are involved in the service through the FXO port on the IAD. The two-second ringback tone is played by a network and cannot be canceled another network. In addition, it takes 2 seconds for the IAD to send a detection message to the SoftCo, which is normal for message exchange. Therefore, it is inevitable that the calling party hears two-second ringback tone before hearing the busy tone. Solution Step 1 Explain the technical restriction cause to the customer. Check whether the customer can accept the cause. If yes, the procedure ends. If no, replace the AT0 trunk with a more expensive trunk like PRI to connect to the PSTN network. ----End 2.1.21 Phones Bound to the FXO Port Sometimes Ring When No Call Comes in and Users Can Only Hear the Busy Tone After Picking up Phones Symptom Two phones are connected to the IAD. After one phone is in use for 2 or 3 days, user A uses the phone to call user B and hears the busy tone, but actually user B is not in busy state. 10 to 20 seconds after user A hangs up the phone, the phone automatically rings and the incoming number 000 or 0 is displayed. User A picks up the phone and hears the busy tone. After user A hangs up the phone, the phone rings again. Possible Cause The possible cause is that the analog line is improperly connected. NOTE If the analog line is improperly connected, the FXO port detects a call request when no call is initiated on the PSTN side and sends the call request to the intranet. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Solution Step 1 Connect the analog line properly. Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 2. Step 2 Contact your service provider for assistance. ----End 2.1.22 When the Intranet User Under the FXS Port Makes an Outgoing Call Through the FXO Port on the IAD, the Called Party Picks up the Phone and Hears Only the Busy Tone Symptom User A under the FXS port on the IAD1224 makes an outgoing call to user B through the FXO port. After user B picks up the phone and answers the call, user A still hears the ringback tone until user B hangs up. Possible Cause The possible cause is that the polarity-reversal signal detection parameter is configured incorrectly. NOTE When the polarity-reversal signal detection function is enabled on the IAD, the PSTN side must send the polarity-reversal signal and a 200OK message to the calling party so that the call can be connected. If the PSTN side cannot send the polarity-reversal signal to the calling party, the call fails to be connected. Solution Step 1 Run the display sip soft-parameter command to query the polarity-reversal signal setting. If the value of rev-signal-detect is on, run the sip soft-parameter rev-signal-detect off command to disable the polarity-reversal signal detection. Then, check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 2. Step 2 Contact your service provider for assistance. ----End 2.1.23 Crosstalk Occurs on Phones Connected to the IAD132E(T) Symptom The calls made from outer-office numbers to intra-office numbers can be connected properly. When you dial a number on an intra-office phone, crosstalk may occur on phones connected to the IAD132E(T). eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Possible Cause The possible causes are as follows: The number matches another digitmap. For outgoing calls made through the FXO port, the peer device failed to collect the complete called number. Solution Step 1 Run the display sip digitmap command to view the digitmap. Check whether the number dialed matches another digitmap. If yes, modify the digitmap. For example, if the digitmap is 45xxx|456 and the dialed number is 4567, the number sent is 456. If no, go to Step 2. Step 2 For outgoing calls made through the FXO port, check whether the number dialed matches the number collected by the peer device. To gradually prolong the sending time, run the sip soft-parameter send-dtmf-delay-time 350 command. If no, record on the trunk connected to the FXO port and compare the number sent from the FXO port with the number collected by the peer device. The FXO port sends the number too fast for the peer device to collect the number. To gradually prolong the sending time, run the following command: terminal(advance-config)#sip soft-parameter send-dtmf-delay-time 350 If yes, go to Step 3. Step 3 Contact your service provider for assistance. ----End 2.1.24 What should I do if the indicator of a phone is off when the phone is picked up? Symptom The IAD registration status is normal but the indicator of a connected phone is off when the user picks up the phone. Possible Cause The possible causes are as follows: The phone is faulty. The device is faulty. The subscriber line is unavailable. The power supply is abnormal. Solution Step 1 Replace the phone with another one. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults If the problem does not occur, the original phone is faulty. Replace the original phone. If the problem persists, go to Step 2. Step 2 Connect the phone to the telephone line of the IAD and check whether there is feed. If yes, ensure that the cables in the cable distribution frame (CDF) are correctly connected. If no, go to Step 3. Step 3 Use a telephone line delivered with the device to replace the existing one. If the problem is resolved, the procedure ends. If the problem persists, go to Step 4. Step 4 Replace the board. If the problem is resolved, the procedure ends. If the problem persists, go to Step 5. Step 5 Check the power supply, especial at small ports. NOTE IAD1224: 110/220 V AC or 48 V DC. IAD132E(T): 100-240 V AC IAD208E(M) and IAD104H: 12 V DC (using the power adapter to convert 100-240 V AC to 12 V DC) IAD101/102H: 5 V DC (using the power adapter to convert 100-240 V AC to 5 V DC) If yes, go to Step 6. If no, select the correct power supply. Step 6 Contact your service provider for assistance. ----End 2.1.25 Phone Connected to the IAD Does Not Ring for Incoming Calls Symptom Sometimes, a phone connected to the IAD does not ring for incoming calls. Users can use the phone to make outgoing calls. Possible Cause The possible causes are as follows: The phone model is not supported. PCs connected to the IAD affect the voice service. Solution Step 1 Replace the phone with a phone of another model, and check whether the fault is rectified. If yes, the phone model is not supported. Replace the phone. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults If no, go to Step 2. Step 2 Compare signaling streams and check whether the signaling stream is normal when the fault occurs. If yes, go to Step 3. If no, locate the fault based on the abnormal signaling. Step 3 Check whether a PC or cascaded switch is connected to the IAD. If yes, connect the PC or cascaded switch to the upstream switch, because PCs or data communication devices cannot be directly connected to the IAD. If no, go to Step 4. Step 4 Contact your service provider for assistance. ----End 2.1.26 Low Call Connection Rate After Phones Register with the Softswitch Through the IAD Symptom The call connection rate amounts to only 10% when phones register with the SoftCo through the IAD. Possible Cause The possible causes are as follows: Multiple IADs simultaneously register with the same equipment identity (EID) on the softswitch. The network environment is poor. Solution Step 1 Use the Wireshark to capture IAD signaling messages, and analyze these messages. The analysis result shows that the softswitch returns a 403 error response message to the IAD INVITE message, which indicates that server recognizes but refuses to execute the request message. Step 2 Check the data configuration and clear the conflict configuration to ensure that only one EID is registered by each IAD. Step 3 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 4. Step 4 Ping the peer gateway from the IAD to check whether the network environment is good. (A good network environment indicates that the delay does not exceed 40 ms and no packet is lost.) If no, optimize the network environment. If yes, go to Step 5. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Step 5 Contact your service provider for assistance. ----End 2.1.27 When the IAD Is Connected to the IMS, Users Cannot Make Calls to Each Other Symptom When the IAD is connected to the IMS, users cannot make calls to each other. Possible Cause The possible cause is that signaling interaction is abnormal. Solution Step 1 Capture IAD packets to analyze the signaling stream. If the IMS returns an error response message to the IAD INVITE message, the IMS does not support the URI TEL format that is used by the INVITE message. Step 2 Run the sip soft-parameter support-telurl off command to change the TEL format to SIP format. Step 3 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 4. Step 4 Contact your service provider for assistance. ----End 2.1.28 When the IAD Is Directly Connected to the IMS, Blind Transfer or Transfer upon Inquiry Failed Symptom When the IAD is directly connected to the IMS, blind transfer or transfer upon inquiry failed. User A makes a call to user B (IMS user). The call is transferred to user C through the blind transfer or transfer upon inquiry service. When user B hangs up, users A and C are disconnected. Possible Cause The possible cause is that signaling interaction is abnormal. Solution Step 1 Capture IAD packets to analyze the signaling stream. Normal signaling messages and signaling messages generated when the fault occurs have different TEL URI in the from and to fields. IMS messages do not support TEL URI. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Step 2 Run the sip soft-parameter support-telurl off command to disable support-telurl. Step 3 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 4. Step 4 Contact your service provider for assistance. ----End 2.1.29 Calls Between IAD Users Are Disconnected Sometimes Symptom A SoftCo9500 and 23 IADs are connected to the external network through the PRA trunk. Calls between IAD users or Outer-Office users are sometimes disconnected. The line disconnected is random. When a call is disconnected, a registration failure occurs on the IAD, but is automatically rectified in 10 seconds. Possible Cause The possible cause is that the softswitch restricts the registration message traffic, resulting in registration of multiple times. Solution Step 1 Capture and analyze IAD logs. If the softswitch does not respond to the registration message sent by the IAD, the IAD sends a BYE message to terminate the session and re-sends registration messages until the registration is successful. Step 2 Check whether the traffic is restricted on the softswitch. If yes, run the fpga set limitflux enable protocol sipreg flux 50 command on the softswitch to disable the traffic restriction. If no, go to Step 3. Step 3 Configure a different registration duration on the IAD. For example, run the sip server 0 address 192.166.1.16 expire-time 200 command. Step 4 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 5. Step 5 Contact your service provider for assistance. ----End eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 2.1.30 One-Way Voice Symptom When making calls through the IAD, the calling party or the called party cannot hear any voice. Possible Cause The possible causes are as follows: The local device cannot receive the RTP stream from the peer device due to network problems. The IAD's uplink port is set to half-duplex mode. The called party enables the RTP encryption function. The SIP signaling media negotiation is abnormal. Solution Step 1 Run the display interface command in the Ethernet switch mode to view the duplex mode of the IAD network port. If the duplex mode is half-duplex, run the duplex command to set the IAD to auto-negotiation mode. Step 2 View the status of the network connection between the IAD and the opposite gateway (for example, IAD or trunk gateway). Firewalls or NATs between devices may cause the one-way data blocking. In this case, you can run the pinga.b.c.d command to check the fault cause. Step 3 Ensure that the called party has not enabled the RTP encryption function. Note that only IAD1224 supports RTP encryption. Step 4 Capture and analyze IAD SIP signaling packets. Check whether the session attribute value in the IAD INVITE message is sendrecv. If the value is sendonly, the IAD sends RTP packets but cannot receive voice data packets, resulting in the one-way voice fault. If the value is sendrecv, go to the next step. Step 5 Check whether the IP address in the connection information attribute in the INVITE message sent by the IAD is the IP address of the local device. The peer device sends the RTP stream to the IP address in this attribute. If no, IAD users cannot hear the voice from the peer device. If yes, go to Step 6. Step 6 Capture IAD packets to check whether the peer device has sent RTP packets to the local device. If yes, go to Step 7. If no, the local device cannot hear the voice from the peer device. Check the peer device. Step 7 Capture the peer packets to check whether the peer device has received RTP packets from the local device. If yes, go to Step 8. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults If no, verify that the network is correctly connected. If the network is abnormal due to an incorrect RTP port, run the rtp start-udp-port command to change the start RTP port. Step 8 Contact your service provider for assistance. ----End 2.1.31 No Voice Symptom The calling parties cannot hear each other. Possible Cause The possible causes are as follows: Network quality issue Opposite gateway issue Inconsistency of codec between gateways IAD device issue Solution Step 1 Check the status of the network that connects the IAD with the opposite gateway (IAD or trunk gateway) first. Firewalls or NATs between devices may cause the two-way data blocking. You can run the pinga.b.c.d command to check the network status. Step 2 When the IAD cooperates with some of the softswitches, no-voice faults may occur because the codecs supported by the gateways are inconsistent. You can run the trace command to trace signaling to determine the fault. Step 3 Run the display rtp state command to query the RTP statistics. Step 4 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 5. Step 5 Contact your service provider for assistance. ----End 2.1.32 Phones Connected to the IAD Cannot Make Calls to Numbers Starting with 800 Symptom Network: IAD-ZTE softswitch. Phones connected to the IAD can make calls to other phone numbers except numbers starting with 800. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Possible Cause The possible cause is that the digitmap does not match. Solution Step 1 Capture IAD network packets and obtain MGCP packets. Check the digitmap information contained in RQNT messages. The digitmap delivered from the softswitch is 0[2-9]xxxxxx. When the called number 08008302118 is matched to the digitmap, the number 08008302 is reported, which results in the call failure. Step 2 Modify the digitmap delivered by ZTE softswitch to 0[2-9]xxxxxxXXX. Step 3 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 4. Step 4 Contact your service provider for assistance. ----End 2.1.33 No Prompt Tone Can Be Heard When a Phone Connected to the IAD Is Picked Up; When a User Dials the Number of the Phone, an Announcement Is Played, Indicating that the Phone Is on a Call Symptom No prompt tone can be heard when a phone connected to the IAD is picked up; when a user dials the phone, an announcement is played, indicating that the phone is on a call. Possible Cause The possible cause is that the port is faulty. Solution Step 1 View the port registration status and port status. 1. Run the display sip attribute port command to view the port registration status. 2. Run the display pstnport state all command to view the port status. The port is registered properly, but is in the locked state. Step 2 Replace the IAD with an IAD that is running properly, and check whether the fault is rectified. If yes, the IAD board is faulty. Replace the IAD board. If no, go to Step 3. Step 3 Contact your service provider for assistance. ----End eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 2.1.34 IAD Registration Is Successful, but Intra-Office Calls Failed Symptom The IAD succeeds in registering with the softswitch but fails to make intra-office calls. Possible Cause The possible cause is that support-telurl is set to on. Solution Step 1 Run the display sip support-telurl command on the IAD to view the support-telurl value. By default, the value is off. If the value is on and the domain name of the SIP Server is blank, the IAD cannot generate SIP messages. Run the sip support-telurl off command. Step 2 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 3. Step 3 Contact your service provider for assistance. ----End 2.1.35 Phone Connected to an IAD208E(M) That Connects to Multiple PCs Cannot Be Used to Make Calls Symptom When the IAD208E(M) connects to seven PCs and one phone, users cannot make calls using the phone if download is being performed on one PC. Possible Cause The download operation occupies excessive bandwidth. Solution Step 1 Use the bandwidth management software on the PC to limit the download rate. If the problem is resolved, the procedure ends. If the problem persists, go to Step 2. Step 2 Log in to the IAD, run the flow-control port-id command in LAN switch mode to enable the port traffic control, and then run the line-rate interface port-id command to limit the rate on the port that occupies high bandwidth. If the problem is resolved, the procedure ends. If the problem persists, go to Step 3. Step 3 Disconnect the PC that occupies high bandwidth from the IAD. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults If the problem is resolved, the procedure ends. If the problem persists, go to Step 4. Step 4 Contact your service provider for assistance. ----End 2.1.36 One-way Audio Due to the IAD208E(M) Power Exception Symptom User A, as the calling party, picks up the phone connected to the IAD208E(M) and hears the current sound but not the dialing tone. When a call comes in on the phone connected to the IAD208E(M), the strange ring tone is played and one-way audio occurs after user A picks up the phone. Possible Cause The IAD208E(M) cannot work properly due to low input voltage. Solution Step 1 Connect the IAD208E(M) to the power supply device properly or replace the existing power supply device. Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 2. Step 2 Contact your service provider for assistance. ----End 2.1.37 Slow Voice Channel Setup for Calls Made by Users Under an IAD Symptom When a user under an IAD makes an outgoing call, it takes a period of time for the two parties to hear each other after the called party picks up the phone. As a result, if the called party says anything once picking up the phone, the calling party cannot hear anything. Possible Cause The bearer network is faulty. The IAD software version is incorrect. Solution Step 1 Check whether the IAD software version is earlier than V300R001C04SPC900/V300R001C07SPC200. If yes, upgrade the IAD to the latest version. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults If no, go to the next step. Step 2 Capture and analyze call signaling, call media, and network background packets. Check whether any ARP request for addressing is exchanged between the call devices. If no, the two parties have recognized each other's address. Check whether the network background packets contain any other ARP broadcast packets. If there is any and such packets are sent continuously, find a device, configure the addressee contained in the ARP packet on the device, and connect the device to the network. Step 3 Check whether the fault is rectified. If yes, the procedure ends. If no, go to the next step. Step 4 Contact your service provider for assistance. ----End 2.1.38 Slow Call Setup Symptom It takes a long time to set up calls initiated by phones connected to an IAD. Possible Cause The possible causes are as follows: The network quality is poor. The digitmap used by the called number is unavailable on the IAD. Solution Step 1 Ping the IP address of the Softswitch to check the delay time and packet loss. If the delay time is too long and packet loss occurs, the bearer network performance is poor. If the network is normal, go to Step 2. Step 2 Log in to the IAD and run the display sip digitmap command to view the digitmap configuration in global mode. If the called number is 159xxxxxxxx, add 159xxxxxxxx to the digit map to ensure that numbers starting with 159 can be quickly connected. NOTE To enable quick call connection, you can press the pound key (#) after dialing the called number. Step 3 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 4. Step 4 Contact your service provider for assistance. ----End eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 2.1.39 Voice Intermittence Symptom Voice of calls through the IAD is intermittent. Possible Cause The network quality is poor. Solution 1. Test the network quality (you can use the pinga.b.c.d command on the IAD to perform a simple test), or observe whether RTCP alarm exists on the IAD. The definition of the voice and video quality test network model in NGN is as follows: Network Status Packet Loss Ratio Network Delay Jitter Good network 0 0 ms 0 ms Poor network 1% 100 ms 20 ms Extreme network 5% 400 ms 60 ms 2. If the network quality is poor (time delay > 100 ms), you can change the codec of the IAD. The default codec of the IAD is G.711A, you can run the sip send-capability voip pri command to change the codec to G.729 to adapt the poor network environment. The operations are as follows: TERMINAL(advanced-config)#sip send-capability voip pri 0 G729 ptime 30ms If voice intermittence still exists, you are advised to improve the network quality. NOTE When the G.711A codec is being used, one audio call of the IAD can occupy 100 kbit/s of bandwidth at most. 2.1.40 No Prompt Tone Is Played upon Hangup Symptom The IAD has been successfully registered with the softswitch using the MGCP, but users does not hear any prompt tone when hanging up a phone. Possible Cause The possible causes are as follows: The same IP address has been configured for MG domain names on the softswitch. Signaling delivered by the softswitch is abnormal. The signaling port is incorrectly configured on the softswitch. The start ports for number allocation are different on the softswitch and IAD. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Solution Step 1 Check whether the IP addresses configured for MG domain names are the same on the softswitch. If the IP addresses are the same, modify the configuration. If the IP addresses are different, go to Step 2. Step 2 Capture packets to check whether the signaling delivered by the softswitch is normal. If the signaling is normal, go to Step 3. If the signaling is abnormal, check the softswitch. Step 3 Check the start port for number allocation. If the port number is 1, change it to 0. If the port number is 0, go the Step 4. Step 4 Contact your service provider for assistance. ----End 2.1.41 Redial Key on the Phone Under an IAD Does Not Work Symptom The SoftCo sends a phone number digit by digit to the IAD. A missed call is displayed on the IAD phone. The phone user presses the redial key but fails to dial. Number loss is recorded in the SoftCo log. Possible Cause The possible cause is that the IAD sends phone numbers too fast. Solution Step 1 Run the sip soft-parameter dmm-fullmatch-delay on command to enable delayed number reporting upon digitmap match. NOTE You can run the sip flow dmm-full-match-delay-time command to set the delay time. Step 2 Contact your service provider for assistance. ----End 2.1.42 IAD Users Cannot Make Outgoing Calls Symptom Versions: IAD: V300R001C04SPC800 SoftCo: V100R002C04SPC700 eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults When an IAD has a public IP address configured and directly connects to the SoftCo, IAD users can make outgoing calls properly. When the IAD connects to the SoftCo through a router, IAD users can be called properly; however, when an IAD user makes an outgoing call, the call is disconnected immediately when the called party picks up the phone. When the IAD user makes a call to a switchboard number, the call is disconnected after the user hears several words. Possible Cause The router does not support the PRACK message. Analysis Process Step 1 Ask the customer to obtain the data packets sent and received during a successful outgoing call, that is, when the IAD has a public IP address configured and directly connects to the SoftCo. Step 2 Ask the customer to obtain the data packet sent and received during a failed outgoing call, that is, when the IAD connects to the SoftCo through a router. Step 3 Compare the two types of data packets. When the IAD connects to the SoftCo through a router, no response is received for the PRACK message sent by the IAD. When the IAD does not receive any response after sending the PRACK message for three times, the IAD sends the BYE message, resulting in the call failure. ----End Solution Run the following command on the IAD so that the IAD does not send the PRACK message: TERMINAL(advanced-config)#sip soft-parame support-100rel off 2.1.43 High Offline Rate of Phones Connected to the IAD Symptom The phone connected to the IAD goes offline once every 3 to 5 minutes. Possible Cause The possible causes are as follows: The network is unstable. The traffic of registration messages is limited on the SoftCo or data is incorrectly configured. Solution Step 1 Connect the network correctly by referring to 2.3.3 "Network Connection Failure". Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 2. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Step 2 Check whether the registration traffic limit is configured on the SoftCo or whether invalid registration messages exist on the SoftCo. If yes, cancel the registration traffic control policy or invalid registration messages, for example, user information that fails to register but attempt to register for several times. Then, check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 3. Step 3 Contact your service provider for assistance. ----End 2.1.44 IAD132 Users Cannot Make Calls by Dialing Short Numbers Symptom Versions: IAD132: V300R001C04SPC900 SoftCo 9500: V100R002C04SPC500 Network: SoftCo-IAD132 When an IAD132 user dials a number configured on the SoftCo, the call is connected. When the IAD132 user dials the short number of another user under the same IAD, either of the following occurs: An announcement is played, indicating that the number does not exist. A phone under another IAD in the same office rings. Possible Cause Incorrect short number configuration Incorrect digitmap configuration Solution Step 1 Verify that short numbers are properly configured on the IAD. Step 2 Verify that the digitmap is properly configured. For example, the default digitmap has been configured. Step 3 Capture packets on the IAD when a user dials a number, and check whether the IAD reports digits one by one. Enable each port on the IAD to use the local digitmap preferentially. For example, to enable port 0 to use the local digitmap preferentially, run the sip user 0 digitmappos local command. ----End eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Suggestions When the function of reporting digits one by one is enabled on the SoftCo, the SoftCo delivers the X digitmap directly to the IAD. By default, the IAD uses the remote digitmap preferentially. In this way, the SoftCo starts number processing immediately when receiving the first digit. Generally, this can reduce the waiting time for an intra-office call. However, when an IAD user dials a short number, the call may fail or be routed to a user who uses the same short number under another IAD. 2.1.45 When an IAD User Makes a Call, a Harsh Sound Is Heard Upon Call Connection Symptom Network: IAD-SoftCo When an IAD user makes a call, a harsh sound is heard upon call connection. Possible Cause When the called party picks up the phone, the SoftCo returns the 200 message. Then the IAD sends a polarity reversal signal to the calling line, which brings a harsh sound to the calling party. Solution Run the following command to disable the polarity reversal setting: pstnport attribute batset slot 0 port 0 2 ordinary 2.1.46 Call Links Are Released When the IAD Registers with the IMS Symptom Network: IAD-IMS When the IAD registers with the IMS, call links are released. Possible Cause When the IAD registers with the IMS, the IAD sends an authentication message. The IMS returns the 403 message, which changes the Call-ID of the IAD. As a result, call links are released. Solution Run the following command to disable the authentication function: sip soft-parameter register-with-Auth off eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 2.2 Fax and Modem Faults 2.2.1 Faxes Can Be Received but Cannot Be Sent Symptom A fax machine connected to the IAD can receive but cannot send faxes. Possible Cause The possible causes are as follows: Poor bearer network performance Inconsistent faxing modes Incorrect softswitch type Solution Step 1 Ping the softswitch IP address to check the delay time and packet loss. If the delay time is too long and packet loss occurs, the bearer network performance is poor. Verify the network connection. If the network is normal, go to Step 2. Step 2 Check the consistency between the faxing modes of the softswitch and IAD. Consult related personnel about the method for viewing the softswitch faxing mode. To view the IAD faxing mode, proceed as follows: 1. Run the display protocol-mode command to view the protocol used by the IAD. 2. If MGCP is used, run the display mgcp soft-parameter command to view the faxing mode. If the faxing mode is different from that of the softswitch, run the mgcp soft-parameter fax-mode command to change the faxing mode. If the faxing modes are the same, go to Step 3. 3. If SIP is used, run the display sip send-capability command to view the faxing mode. If the faxing mode is different from that of the softswitch, run the sip send-capability fax pri command to change the faxing mode. If the faxing modes are the same, go to Step 3. Step 3 Check the softswitch manufacturer and the softswitch type of the IAD. The softswitch type configured on the IAD must be the same as the actual softswitch type. 1. Run the display protocol-mode command to view the protocol used by the IAD. 2. If MGCP is used, run the display mgcp soft-parameter command to view the softswitch type of the IAD. If the softswitch type of the IAD is different from the actual softswitch type, run the mgcp soft-parameter mgc-type command to change the softswitch type. If the softswitch types are the same, go to Step 4. 3. If SIP is used, run the display sip soft-parameter command to view the softswitch type of the IAD. If the softswitch type of the IAD is different from the actual softswitch type, run the sip soft-parameter soft-switch-type command to change the softswitch type. If the softswitch types are the same, go to Step 4. Step 4 Contact your service provider for assistance. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults ----End 2.2.2 IAD Fails to Send Faxes to ZTE Softswitches Symptom In the MGCP mode, the IAD fails to send faxes to ZTE ZS SS10. Possible Cause By default, the T30 mode is configured on ZTE softswitches for ZTE IADs that use the H248 protocol. When Huawei IADs send or receive faxes using MGCP, the softswitch cannot recognize all information and the faxing fails. Proprietary protocols are used to send heartbeat messages for devices of all manufacturers, and therefore 522 message will be displayed. This error does not affect communication. Solution Step 1 Configure a static attribute template, default attribute template, and packet template when adding an IAD. Step 2 Modify the static attribute template. When the fax service is enabled, MGCP faxing modes T30, T38, and T30 or T38 are displayed on the static attribute template. Select T30. Step 3 Modify the default attribute template. In the SDP description, select Fax, and change the codec mode and packaging duration to PCMA and 20 respectively. If the default value is used, 510 error occurs in the faxing process. Step 4 Modify the package template. Select a package from the IPFAX drop-down list box, and add the package. Step 5 Run the #mgcp soft-parameter fax-mode 711v2 mgc-type zte command to configure the faxing mode on the IAD. Step 6 If the fault persists after you perform the preceding operations, contact your service provider for assistance. ----End 2.2.3 Fax Machines Connected to the Counter Work Improperly Symptom Network: Softswitch-IAD-Counter-Fax machine eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults A fax machine connected to the IAD through the counter cannot receive or send faxes properly. Possible Cause The possible causes are as follows: Poor bearer network performance Inconsistent faxing modes Incorrect softswitch type Cable loss Solution Step 1 Ping the softswitch IP address to check the delay time and packet loss. If the delay time is too long and packet loss occurs, the bearer network performance is poor. Verify the network connection. If the network is normal, go to Step 2. Step 2 Check the consistency between the faxing modes of the softswitch and IAD. Consult related personnel about the method for viewing the softswitch faxing mode. To view the IAD faxing mode, proceed as follows: 1. Run the display protocol-mode command to view the protocol used by the IAD. 2. If MGCP is used, run the display mgcp soft-parameter command to view the faxing mode. If the faxing mode is different from that of the softswitch, run the mgcp soft-parameter fax-mode command to change the faxing mode. If the faxing modes are the same, go to Step 3. 3. If SIP is used, run the display sip send-capability command to view the faxing mode. If the faxing mode is different from that of the softswitch, run the sip send-capability fax pri command to change the faxing mode. If the faxing modes are the same, go to Step 3. Step 3 Check the softswitch manufacturer and the softswitch type of the IAD. 1. Run the display protocol-mode command to view the protocol used by the IAD. 2. If MGCP is used, run the display mgcp soft-parameter command to view the softswitch type of the IAD. If the softswitch type of the IAD is different from the actual softswitch type, run the mgcp soft-parameter mgc-type command to change the softswitch type. If the softswitch types are the same, go to Step 4. 3. If SIP is used, run the display sip soft-parameter command to view the softswitch type of the IAD. If the softswitch type of the IAD is different from the actual softswitch type, run the sip soft-parameter soft-switch-type command to change the softswitch type. If the softswitch types are the same, go to Step 4. Step 4 Connect the fax machine to the IAD without the counter, and check whether faxes can be sent and received properly. If yes, exceptions occur on the cable between the counter and the fax machine. You can connect the cable again. If no, go to Step 5. Step 5 Contact your service provider for assistance. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults ----End 2.2.4 Fax Machines Connected to the IAD Cannot Send or Receive Faxes Symptom Fax machines connected to the IAD cannot send or receive faxes. Possible Cause The possible causes are as follows: The fax service is not enabled on the softswitch. The fax machine is faulty. The network quality is poor. The media negotiation is abnormal. T.38 packets are not supported by the IAD. The switch has a high CPU usage at service peak hours. Solution Step 1 Check whether the fax service is enabled on the softswitch. NOTE The fax service must be enabled separately on some softswitch models. Step 2 Check whether paper is put correctly in the fax machine. If the manual fax operation fails, the fax machine may send non-standard signaling. Ask the called party to press the start button on the fax device first, and then press the start button after hearing the prompt tone. Step 3 Verify that the softswitch is grounded properly. Use a fax machine from another manufacturer, and check whether the fault is rectified. If yes, the fax machine is faulty. Replace the fax machine. If no, go to Step 5. Step 4 Check the fax configuration. If SIP is used, run the display sip send-capability command to view the fax priority configuration. If MGCP is used, run the display mgcp soft-parameter command to view the MGCP software parameters: TERMINAL#display mgcp soft-parameter MGC-TYPE REGISTER-MODE CW-TONE-MODE SoftX Wildcard mgc ======================================================== FAX-MODE HOLD-FLAG CHARGE CONTROL T38v3 Off on ======================================================== DUAL-TONE-DELAY 200 ms eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults NOTE The faxing modes supported in the MGCP service are as follows: 711v2: transfer mode (transparent transmission) t38v2: T.38 mode t38v3: T.38 or transfer mode Step 5 Verify that bearer network quality is good. For network quality definition, see Table 2-1. Table 2-1 Network quality definition Network Status Packet Loss Ratio Network Delay (ms) Jitter (ms) Good ≤ 0.1% ≤ 40 ≤ 10 Poor ≤ 1% ≤ 100 ≤ 20 Bad ≤ 5% ≤ 400 ≤ 60 If the network quality is poor, change the faxing mode. For relationships between fax/modem service performance and network quality, see Table 2-2 and Table 2-3. Table 2-2 Fax/Modem service performance and network quality Service Type Performance in a Good Network Performance in a Poor Network Performance in a Bad Network Modem Transfer Proved Failed Failed Fax Transfer Proved Failed Failed T.38 Proved Proved Failed Table 2-3 Fax/Modem service performance and network quality Service Type Performance in a Good Network Performance in a Poor Network Performance in a Bad Network Modem Transfer Proved Failed Failed Fax Transfer Proved Failed Failed For example: If SIP is used, run the sip send-capability fax pri command to set the faxing mode to T.38. TERMINAL(advanced-config)#sip send-capability fax pri 0 t38 redundancy 2 eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults NOTE If the fax encoding/decoding priority configuration fails, run the display sip send-capability command to view the configuration result, and find out the priority for the required encoding/decoding type. Run the undo sip send-capability fax pri command to delete the priority, and run the sip send-capability fax pri command to set the priority again. − If MGCP is used, run the mgcp soft-parameter command to set the faxing mode to t38v2. TERMINAL(advanced-config)#mgcp soft-parameter fax-mode t38v2 If the network quality is good, go to the next step. Step 6 Capture IAD network packets to verify that both ends of media negotiation use the same codec. If downspeeding is performed, check whether downspeeding is successful. If no, the network quality is poor. If yes, go to Step 9. Step 7 Capture network packages to check whether the audio codec mode is G711a when the fax is encoded and decoded in G711a transparent transmission mode. If yes, go to Step 8. If no, change the audio codec mode to G711a. NOTE The different audio and fax codec modes have a negative impact on negotiation between two fax machines. Step 8 Check whether the packet consists of the following parameters: a=T38FaxFillBitRemoval:0 a=T38FaxTranscodingMMR:0 a=T38FaxTranscodingJBIG:0 a=T38FaxUdpEC:t38UDPRedundancy These parameters are not supported by the IAD. Step 9 Check whether echo exists in the voice sent from the core network. If yes, contact the core network management personnel to find out the time when the echo is generated. If no, go to Step 10. Step 10 Check whether the peer end supports REINVITE messages. If yes, go to Step 11. If no, run the sip send-capability fax send-reinvite off command to disable the REINVITE message. Step 11 Check whether the switch connected to the IAD has an instantaneous high CPU usage. If yes, replace the switch. If no, go to Step 12. Step 12 Contact your service provider for assistance. ----End eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 2.2.5 Fax File Sending Failure Symptom Fax files fail to be sent. Possible Cause The V21 timer is incorrectly set. Solution Step 1 Check the setting of the V21 timer. The V21 timer of different models can be checked as follows: For the IAD208E(M) and IAD132E(T), choose Advanced Configuration > User Port Attribute, or run the display pstnport attribute command to check the setting of the V21 timer. Generally, the value is set to 10 seconds. If the IAD can detect the signals sent from the timer in 10 seconds, the fax process starts. If the IAD fails to detect signals in 10 seconds, the modem service process starts. For the IAD1224, choose Advanced Configuration > Setting the Fax Parameters, or run the display dsp fax-tone command to check the setting of the V21 timer. Generally, the value is set to 500 ms. If the IAD receives signals sent from the timer within 5 seconds, the fax process starts. If the IAD fails to detect signals in 5 seconds, the modem service starts. Step 2 If the configuration is incorrect, adjust the setting as follows: For the IAD208E(M) and IAD132E(T), choose Advanced Configuration > User Port Attribute and adjust the V21 timer setting on the displayed page, or run the pstnport attribute set command to adjust the setting. For the IAD1224, choose Advanced Configuration > Setting the Fax Parameters and adjust the V21 timer setting on the displayed page, or run the dsp fax-tone set command to check the setting. Step 3 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 4. Step 4 Contact your service provider for assistance. ----End 2.2.6 The Fax Machine Connected to the IAD Has a Low Efficiency in Receiving Faxes Symptom The fax machine connected to the IAD has a low efficiency in receiving faxes. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Possible Cause The possible cause is that the fax machine has negotiated a low fax receiving rate. Solution Step 1 Capture packets and analyze T.38 fax signals. If the negotiation mode of T.38 signals is a mode that features a slow transmission speed (such as v27), there is no problem and the procedure ends. If the negotiation mode does not feature a slow transmission speed, go to the next step. Step 2 Contact your service provider for assistance. ----End 2.2.7 Dialing Failure Through the Modem Connected to the IAD Symptom Users on the IAD fail to dial up to the network (or dial the opposite modem). Possible Cause The softswitch is configured incorrectly. The timing duration of the V21 timer is too long. The V21 signal detection function is enabled for the calling party. Solution Step 1 Ensure that the user configuration on the softswitch is correct. For example, for Huawei softswitch SoftX3000, deselect the no fax/no modem option in the gateway property. Step 2 Shorten the timing duration of the V21 time, which ranges from 0s to 30000 ms. For example, run the following command to set the V21 timer on port 0 to 10s. TERMINAL(advanced-config)#t38 v21TimerLen 10 TERMINAL(advanced-config)#pstnport attribute set 0 v21TimerLen 10 NOTE If the Internet access speed through the modem is low, you can also use this method. Step 3 Shorten the timing duration of the V21 time, which ranges from 0s to 30000 ms. For example, run the following command to set the V21 timer to 5000 ms. TERMINAL(advanced-config)#dsp fax-tone set v21Timer 500 NOTE If the Internet access speed through the modem is low, you can also use this method. Step 4 Run the following commands to check whether the V21 signal detection function is enabled for the calling party. TERMINAL(config)#display system soft-parameter system soft-parameter eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults ------------------------------------- BusyTone Type: DSP Caller Detect V21: on ------------------------------------- If the value of Caller Detect V21 is on, run the following command to disable the V21 signal detection function. TERMINAL(advanced-config)#system soft-parameter caller-detect-v21 off NOTE If the V21 signal detection function is enabled, the IAD interrupts the modem service and transfers the service to the fax process when the calling party receives the V21 signal from the called party. Step 5 If the fault persists, contact your service provider for assistance. ----End 2.2.8 Card Reading Failure for the POS Device Connected to the IAD Symptom The point of sale (POS) device connected to the IAD sometimes fails to read cards. Possible Cause The possible causes are as follows: The network quality is poor. A media negotiation error occurs. The POS device is faulty. Solution Step 1 Verify that the fax is configured correctly. For the session initiation protocol (SIP) service, run the display sip send-capability command to view the fax priority configuration. For the media gateway control protocol (MGCP) service, run the display mgcp soft-parameter command to view the MGCP software parameters. TERMINAL#display mgcp soft-parameter MGC-TYPE REGISTER-MODE CW-TONE-MODE SoftX Wildcard mgc ======================================================== FAX-MODE HOLD-FLAG CHARGE CONTROL T38v3 /*fax mode*/ Off on ======================================================== DUAL-TONE-DELAY 200 ms NOTE The POS or modem service can be transmitted in transfer mode as the same as the high-speed fax. The fax modes for the MGCP service are listed as follows: eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 711v2: 711v2: transfer mode (transparent transmission). t38v2: T.38 mode t38v3: T.38 or transfer mode Step 2 Check the setting of the V21 timer. The V21 timer of different models can be checked as follows: For the IAD208E(M) and IAD132E(T), choose Advanced Configuration > User Port Attribute, or run the display pstnport attribute command to check the setting of the V21 timer. Generally, the value is set to 10 seconds. If the IAD can detect the signals sent from the timer in 10 seconds, the fax process starts. If the IAD fails to detect signals in 10 seconds, the modem service process starts. For the IAD1224, choose Advanced Configuration > Setting the Fax Parameters, or run the display dsp fax-tone command to check the setting of the V21 timer. Generally, the value is set to 500 ms. If the IAD receives signals sent from the timer within 5 seconds, the fax process starts. If the IAD fails to detect signals in 5 seconds, the modem service starts. Step 3 If the timing duration of the V21 timer is set incorrectly, configure the timing duration of the V21 timer of different models as follows: For the IAD208E(M) and IAD132E(T), choose Advanced Configuration > User Port Attribute and adjust the V21 timer setting on the displayed page, or run the pstnport attribute set command to adjust the setting. For the IAD1224, choose Advanced Configuration > Setting the Fax Parameters and adjust the V21 timer setting on the displayed page, or run the dsp fax-tone set command to check the setting. Step 4 Verify that bearer network quality is good. For details about the network quality, see Table 2-1. If the network quality is poor, change the faxing mode. For details about the mapping between the fax/modem mode and the network quality, see Table 2-2 and Table 2-3. For example: − For the SIP service, run the sip send-capability fax pri command to set the faxing mode to T38. TERMINAL(advanced-config)#sip send-capability fax pri 0 t38 redundancy 2 NOTE If the fax codec priority fails to be configured, run the display sip send-capability command to view the configuration result and query the priority mapping the codec. Then, run the undo sip send-capability fax pri command to delete the priority and run the sip send-capability fax pri command to specify a priority for the codec. − For the MGCP service, run the mgcp soft-parameter command to set the faxing mode to T38. TERMINAL(advanced-config)#mgcp soft-parameter fax-mode t38v2 If the network quality is good, go to Step 5. Step 5 Capture network packets. Analyze and compare valid and invalid POS signaling and media signals. Check whether there are differences between valid and invalid POS signaling and media signals. If yes, verify the device such as the POS that may cause the media signal exception. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults NOTE If the POS device works properly, the card reading failure is caused by the abnormal waves of the ZTE NGN network. If no, go to Step 6. Step 6 Contact your service provider for assistance. ----End 2.3 Other Faults 2.3.1 Bad AT0 Grounding Symptom The IAD FXO port and the SoftCo AT0 trunk have noises or exceptions occur in call connections. Possible Cause The IAD is not properly grounded. Solution Step 1 Check the AT0 grounding by referring to 3.10 Bad AT0 Grounding. Step 2 Test the grounding resistance by referring to 3.11 AT0 Ground Impedance Test. Step 3 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 4. Step 4 Contact your service provider for assistance. ----End 2.3.2 Port Indicator Is Off Symptom The LINK indicator of a port of the IAD is off after the network cable is connected. Possible Cause The possible causes are as follows: The device is not powered on. The network cable and the port are in bad connection. Network cable is damaged. Network negotiation failed. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults The Ethernet cable check function is not enabled on the IAD. Solution Step 1 Ensure that the device is powered on. Step 2 Ensure that the network cable and the port are in good connection. Step 3 Check the network cable and replace the damaged cables. Step 4 Run the cable-check enable command to enable the Ethernet cable check function on the IAD. Step 5 Ensure that the uplink network port on the IAD works in the same duplex mode as the upper-layer switch. Run the duplex auto portid command to configure the network port to work in auto-negotiation mode. NOTE The variable portid in the duplex auto portid command is WAN when the IAD101H/102H/104H or IAD208E(M) is used, is the uplink port number when the IAD132E(T) is used, and is the FE1 or FE2 port when the IAD1224 is used. ----End 2.3.3 Network Connection Failure Symptom The network between the IAD and other devices on the network is disconnected (network status cannot be tested by running the ping command). Possible Cause The possible causes are as follows: Issues of network cables, power supply, or network negotiation. The IP/MAC address of the IAD conflicts with that of the other devices. NEs in the network are faulty or not correctly configured. Packet loss. When the Virtual LAN (VLAN) is used, the IAD is not connected to the same VLAN as the other devices. The uplink port of the IAD which is used to connect the IAD to the superior devices and the port which is used for cascading connections cannot be set as the destination mirrored port. Solution Step 1 Check whether the network indicator is on. For details, see 2.3.2 Port Indicator Is Off. Step 2 If the network cable connection is good, run the display ipaddress command to check the IP address of the IAD. If the IP address of the IAD conflicts with that of other devices (shares the same IP address with other devices), change the IP address of the IAD. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Step 3 If an IP network exists between the IAD and the network destination device, you can run the tracert command to check the connectivity of the network and ensure that the route between the packet and the IP network is reachable. Step 4 If no response is received after the pinga.b.c.d command is executed. The possible causes are as follows: Some of the hosts or routers in the network closes the ping function. The firewall used in the network can discard some of the packets according to the defined conditions. If a network is undertaken massive traffic, the Quality of Service (QoS) mechanism may cause packet loss also. If a packet is too big, the CPU usage of the IAD raises. Therefore, the IAD discards all packets that need to be divided into fragments. NOTE Fragment: The Internet protocol allows packets to be divided into fragments so that the fragments can go through a link in the form of Maximum Transmission Unit (MTU). Step 5 If VLAN is set on the IAD or the network destination device and the two devices are not in the same VLAN, packets cannot be sent between the two devices. Step 6 Run the display monitor-port command to check whether the uplink port or the port used for cascading connections is set as the destination mirrored port. If yes, run the undo monitor command to cancel the configuration. Step 7 Capture services packets hop by hop on network element (NE)s that transmit service packets. Locate the NE where service packets are impeded. Then, rectify the NE fault. Step 8 Contact your service provider for assistance. ----End 2.3.4 Loading or Backing Up File Failure Symptom When you load files from the FTP/TFTP server to the IAD or back the file up from the IAD to the FTP/TFTP server, the operation fails. Possible Cause The possible causes are as follows: Network issue. FTP/TFTP server fault. Wrong file storage directory. When the load/backup operation is being implemented on the IAD, the parameter set on the IAD is inconsistent with that set on the server. Solution 1. Check the network connection status between the IAD and the FTP/TFTP server by running the pinga.b.c.d command. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults NOTE If the network delay is too large, the loading may fail. For example, when you are accessing the Internet through ADSL and the connection speed is slow, the loading may fail. 2. Check the availability of the FTP/TFTP server. You are advised to enable the log function on the server. The records in the log file can help solving problems of this type. 3. Check whether the file to be loaded is stored in the file directory of the FTP/TFTP server. For example, the file directory of the TFTP server is C:\. 4. Check whether the file name and type of the file to be loaded or backed up are consistent with those typed on the IAD command line. If the file is loaded or backed up through the FTP server, when running the load or backup command, ensure the FTP user name and password are correct. 2.3.5 IP Address Obtaining Failure and Automatic Restart When the PPPoE Dial-up Is Used Symptom When the Point-to-Point Protocol over Ethernet (PPPoE) dial-up is used, the IP address fails to be obtained and the IAD may automatically restart. Possible Cause The network is disconnected. The user name and password are incorrect. The user is online on the PPPoE server. An exception occurs on the PPPoE server. Solution Step 1 Check whether the network is disconnected by referring to 2.3.3 "Network Connection Failure." eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults If yes, verify the network connection. If no, go to Step 2. Step 2 Run the display ipaddress command to check whether the PPPoE dial-up is used to obtain the IP address. TERMINAL>display ipaddress -------------------------------------------------- DNS Domain Name...............: tele.com Physical Address..............: 00-e0-fc-a8-d0-0d /*MAC address*/ IP Address Get Method.........: Static IP config /*IP address obtaining mode*/ ... If no, run the ipaddress pppoe command to enable the PPPoE dial-up in the global configuration mode and run the pppoe username password password command to configure the PPPoE user name and password. If yes, go to Step 3. Step 3 Run the display ipaddress command in the global configuration mode to view whether the PPPoE server is online. If no, verify that the PPPoE user name and password are correct. If yes, go to Step 4. Step 4 Run the following command to check whether the PPPoE user is online. TERMINAL(config)#display ipaddress -------------------------------------------------- DNS Domain Name...............: Physical Address..............: 00-e0-fc-3e-57-2d IP Address Get Method.........: PPPoE cpm (unit number 0): Flags: (0x400) DOWN TRAILERS ARP IP Address..................: 192.166.1.102 Subnet Mask.................: 255.255.255.0 Default Gateway.............: 192.166.1.1 Destination IP Address........: PPPoE Dialup on System Start..: yes PPPoE Online..................: yes /*yes indicates the PPPoE account is online*/ PPPoE Dialup Username.........: Huawei PPPoE Dialup Password.........: ****** -------------------------------------------------- If yes, use the PPPoE dial-up after the PPPoE user gets online, use another account to re-dial up, or run the reboot command to reset the IAD and re-dial up. If yes, go to Step 5. Step 5 Check whether the PPPoE server is configured correctly and works properly. If no, check the PPPoE server to ensure that it works properly. If yes, go to Step 6. Step 6 Contact your service provider for assistance. ----End eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 2.3.6 PPPoE Dial-up Failure for the PC Connected to the IAD Symptom When the PPPoE dial-up is used on the PC connected to the IAD, the IP address fails to be obtained. Possible Cause The PPPoE account has been online. The network is deployed incorrectly. Solution Step 1 Run the following command to check whether the PPPoE user is online. TERMINAL(config)#display ipaddress -------------------------------------------------- DNS Domain Name...............: Physical Address..............: 00-e0-fc-3e-57-2d IP Address Get Method.........: PPPoE cpm (unit number 0): Flags: (0x400) DOWN TRAILERS ARP IP Address..................: 192.166.1.102 Subnet Mask.................: 255.255.255.0 Default Gateway.............: 192.166.1.1 Destination IP Address........: PPPoE Dialup on System Start..: yes PPPoE Online..................: yes /*yes indicates the PPPoE account is online*/ PPPoE Dialup Username.........: Huawei PPPoE Dialup Password.........: ****** -------------------------------------------------- If no, verify the fault by referring to 1.1.17. If yes, go to Step 2. Step 2 The IAD and PC cannot use the same PPPoE account to dial up. You can: Cancel the dial-up on the IAD or on the PC. Add a router that is connected to the IAD and PC. Dial up on the router. NOTE The LAN ports on the IAD132 and IAD 208 provide only simple network switch functions but not the Network Address Translation (NAT) function. If the PPPoE server specifies that an account can be used by only a device, the other device fails to use the account to dial up to the network. ----End eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 2.3.7 PCs Connected to the IAD101H/102H/104H Cannot Access the Network Symptom The IAD uses the WAN port to connect to the switch and the LAN port to connect to a PC. IAD users can use the voice service. The PC connected to the LAN port cannot access the network. Possible Cause The possible causes are as follows: Network exceptions occur. Conflict between the NAT function and the static IP address occurs. The VLAN is configured on the upper-level switch, but not on the IAD; or the VLAN configuration is incorrect on the IAD. Solution Step 1 Connect the PC to the switch without changing the IP address, and check whether the fault is rectified. If yes, the IAD configuration is incorrect. Go to Step 2. If no, the upper-level network is disconnected. Check the upper-level network. Step 2 Run the display nat command to verify that the NAT function is enabled for the IAD. Step 3 Modify the IAD or PC configuration, and check whether the fault is rectified. If no, go to Step 4. If the NAT function is enabled for the IAD, the PC must not use a static IP address. If the PC needs to use a static IP address, run the nat disable command to disable the NAT function, and run the lanswitch mode command in the LAN switch mode to enable the LAN switch function. Step 4 Check whether the VLAN is configured on the upper-level switch. If the VLAN is configured, verify that the VLAN configuration is correct. For details, see the product documentation. Step 5 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 6. Step 6 Contact your service provider for assistance. ----End 2.3.8 IAD Cannot Register with the UCEMS After Startup Symptom Network: eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults UCEMS Client-UCEMS Server-IAD The IAD online indicator on the UCEMS is gray. The IAD cannot be registered with the UCEMS. Possible Cause The possible causes are as follows: Network exceptions occur. The physical serial number of the IAD is inconsistent with that set on the UCEMS. The IAD is disconnected from the UCEMS or the handshake function is disabled. The IAD uses an IP address for registration but the IP address setting is incorrect. The IAD uses a domain name for registration but the domain name fails to be parsed. Solution Step 1 Check whether the network quality is good. If no, rectify the network fault. If yes, go to Step 2. Step 2 Run the display physical-serial-num command to verify that the physical serial number is the same as that set on the UCEMS. To obtain the physical serial number set on the UCEMS, contact the network administrator. If the configuration is inconsistent with that on the UCEMS, run the physical-serial-numstring command in the global configuration mode to synchronize the physical serial number. Step 3 Run the display nms command to verify that the communication parameter values set on the IAD are the same as those set on the UCEMS. If the values are different, run the nms command to set the communication parameters. Step 4 If nms access value is Disable, run the nms access on command to allow the IAD to access the UCEMS. Run the nms handshake switch on command to enable the handshake function to ensure that the IAD information on the UCEMS is latest. Step 5 Check whether the fault is rectified. If yes, the procedure ends. If yes, go to Step 6. Step 6 Contact your service provider for assistance. ----End 2.3.9 IAD208 Restarts Continually Symptom IAD208 restarts continually. Possible Cause The possible causes are as follows: eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults No splitter Network loop Unstable remote power supply IAD fault Solution Step 1 Check whether a network loop occurs. If yes, remove the network loop. If no, go to Step 2. Step 2 Check whether the power supply is remote. If yes, verify that the voltage is stable. If no, go to Step 3. Step 3 Check whether a splitter is used. If no, connect a splitter to the IAD. If yes, go to Step 4. Step 4 Contact your service provider for assistance. ----End 2.3.10 Frequent MG Disconnection Alarm Symptom The MG disconnection alarm is generated frequently. The registration status changes between Normal and Fault frequently. IAD users hear the busy tone after picking up phones. Possible Cause The possible causes are as follows: Failure to be registered with the softswitch Poor bearer network performance IP address conflict Domain name conflict No heartbeat response Inconsistent heartbeat timeout durations on the IAD and softswitch MAC address conflict Solution Step 1 Check whether the IAD is properly registered with the softswitch. If no, verify that the IAD configuration is correct. If yes, go to Step 2. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Step 2 Ping the softswitch IP address to check the delay time and packet loss. If the delay time is too long and packet loss occurs, the bearer network performance is poor. Verify the network connection. If the network is normal, go to Step 3. Step 3 Check whether the IAD registration status is synchronized with that on the softswitch. If no, verify the network connection. If yes, go to Step 4. Step 4 Check whether IP addresses conflict. If yes, change the IAD IP address. If no, go to Step 5. Step 5 Check whether the domain names conflict on multiple IADs. If yes, change the MG domain names on the IAD and MGC server to solve the conflict. If no, go to Step 6. Step 6 Use the Wireshark to analyze packets to check whether the softswitch responds to the heartbeat message sent by the IAD. NOTE You can also run the trace command to trace signaling. For details, see signaling tracing in the common troubleshooting methods. If no, the softswitch is faulty. If yes, go to Step 7. Step 7 Check whether the heartbeat timeout durations on the IAD and softswitch are the same. If no, run the mgcp protocol command on the IAD to change the heartbeat timeout duration. To change the heartbeat timeout duration on the softswitch, see the related softswitch document. If yes, go to Step 8. Step 8 Check whether MAC addresses conflict. If yes, change the IAD MAC address. If no, go to Step 9. Step 9 Contact your service provider for assistance. ----End 2.3.11 IAD Reports a "Network Quality Bad" Alarm When the IAD, SoftCo, and eSpace EMS Are Connected to the Same Switch Symptom When an IAD, SoftCo, and eSpace EMS are connected to the same switch, the IAD reports a "Network Quality Bad" alarm. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Possible Cause The possible causes are as follows: The peer device that has calls with the IAD is not in the local switch network and the network quality is poor. Solution Step 1 Locate the peer device that has calls with the IAD on the network and check whether the network between the peer device and the IAD functions properly. NOTE The IAD reports a "Network Quality Bad" when it detects that the RTP packet exchange between the IAD and the peer device is not smooth. If no, optimize the network environment. If yes, go to Step 2. Step 2 Contact your service provider for assistance. ----End 2.3.12 When the IAD Is Connected to the Local PSTN Network Through the FXO Port, an Incorrect ID That Is Bound to the FXO Port Causes Incoming Call Exceptions Symptom Network: SoftCo-IAD-PSTN A SoftCo user makes an outgoing call to a PSTN user through the FXO port on the IAD. An outer-office user dials the PSTN number to make an incoming call to the PSTN user through the FXO port. This implements the number retention service. The outer-office user hears the ring back tone twice before hearing the announcement indicating that the number dialed does not exist. Possible Cause The possible cause is incorrect data configuration. Solution Step 1 Verify that a correct ID is bound to the FXO port. The ID bound to the FXO port must be the DN, that is, SoftCo number, not the EID. NOTE The ID configured on the FXS port is the SoftCo EID, but the ID bound to the FXO port is the DN. Generally, the EID is the same as the DN; however, there are some exceptions, especially when the virtual PBX exists. For example, the intra-office number is 1000, but its EID is 2000. Step 2 Configure the ID bound to the FXO port. For example: TERMINAL(config)#sip user 0 id 2000 TERMINAL(config)#sip user 8 id 1000 eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Step 3 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 4. Step 4 Contact your service provider for assistance. ----End 2.3.13 VALN Data Configuration for the IAD208 Symptom This section describes how to configure the VLAN data on the IAD208 to separate voice from data. Solution Step 1 Configure the VLAN tag (VLAN10 for voice and VLAN129 for data). Example: IAD2000(config)#lanswitch //Configure the voice VLAN tag. IAD2000(lanswitch)#vlan vlanid 10 interface 9 untagged 10 tagged IAD2000(lanswitch)#tag interface 9 pvid 10 priority 7 //Configure the data VLAN tag. IAD2000(lanswitch)#vlan vlanid 129 interface 1 untagged 10 tagged IAD2000(lanswitch)#vlan vlanid 129 interface 2 untagged 10 tagged IAD2000(lanswitch)#vlan vlanid 129 interface 3 untagged 10 tagged IAD2000(lanswitch)#vlan vlanid 129 interface 4 untagged 10 tagged IAD2000(lanswitch)#vlan vlanid 129 interface 5 untagged 10 tagged IAD2000(lanswitch)#vlan vlanid 129 interface 6 untagged 10 tagged IAD2000(lanswitch)#vlan vlanid 129 interface 7 untagged 10 tagged IAD2000(lanswitch)#vlan vlanid 129 interface 8 untagged 10 tagged IAD2000(lanswitch)#tag interface 1 pvid 129 priority 0 IAD2000(lanswitch)#tag interface 2 pvid 129 priority 0 IAD2000(lanswitch)#tag interface 3 pvid 129 priority 0 IAD2000(lanswitch)#tag interface 4 pvid 129 priority 0 IAD2000(lanswitch)#tag interface 5 pvid 129 priority 0 IAD2000(lanswitch)#tag interface 6 pvid 129 priority 0 IAD2000(lanswitch)#tag interface 7 pvid 129 priority 0 IAD2000(lanswitch)#tag interface 8 pvid 129 priority 0 write NOTE If no VLAN is specified on the uplink switch, skip this topic. Step 2 If the fault persists after you perform the preceding operations, contact your service provider for assistance. ----End eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 2.3.14 IAD Cannot Register with ZTE IMS Using SIP Symptom Network: IAD-ONU-ZTE IMS ZTE IMS does not respond to the registration message sent by the IAD while the soft client can register with ZTE IMS. Possible Cause The possible cause is that ZTE IMS cannot recognize the SIP registration message that contains user=phone sent from the IAD. Solution Step 1 Run the sip soft-parameter sip-user-phone off command to disable the user=phone information in the SIP message. The sip-user-phone attribute is enabled by default. You can run the display sip soft-parameter command to view the sip-user-phone value. Step 2 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 3. Step 3 Contact your service provider for assistance. ----End 2.3.15 IAD Cannot Register with the Softswitch Using MGCP Symptom The IAD cannot register with the softswitch using MGCP. Possible Cause The possible causes are as follows: The network is disconnected. The configuration is incorrect. The authentication information is configured on the IAD, but not on the softswitch. The soft parameter settings are inconsistent. Solution Step 1 Check whether the softswitch can be pinged on the IAD. If no, verify the network connection. If yes, go to Step 2. Step 2 Check whether the authentication settings on the IAD and softswitch are the same. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults If the authentication information is configured on the IAD, but not on the softswitch, the IAD cannot register with the softswitch. Ensure that the authentication settings are the same on the IAD and softswitch. If the authentication settings are the same, go to Step 3. Step 3 Run the display mgcp soft-parameter command to check the MG soft parameter settings. For Nortel devices, set MGC-TYPE to nortel, and registration mode to individual. Step 4 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 5. Step 5 Contact your service provider for assistance. ----End 2.3.16 Card Swiping Process Takes Long Time on the POS Device Connected to the IAD208E(M) Symptom Network: POS-IAD208E(M)-SoftCo9500-SBC-IMS The point of sale (POS) device connected to the IAD takes 30 to 40 seconds to complete the card swiping process. Possible Cause The possible causes are as follows: No digitmap is available for the card swiping number. The number is not reported until timeout. The network quality is poor. The card swiping server is faulty. Solution Step 1 Run the display sip digitmap command to check whether the digitmap is configured for card swiping numbers. If no, configure the digitmap, and verify that the fault is rectified. Step 2 Capture network packets to analyze slow and fast card swiping processes. Verify that the IAD processing mechanism is the same, and no packet loss, delay, or jitter occurs. Step 3 Verify that the card swiping server runs properly on the core network. If the server always responds to the connection request after several swiping attempts, the card swiping process is slow. Step 4 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 5. Step 5 Contact your service provider for assistance. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults ----End 2.3.17 What Should I Do If the IAD Fails to Register with the UAP3300? Symptom IAD users fail to register with the UAP3300. Possible Cause The possible causes are as follows: Network connection is unavailable. Configuration is incorrect. The IAD is in local switch state. Solution Step 1 Check whether the softswitch can be pinged on the IAD. If no, verify the network connection. If yes, go to Step 2. Step 2 Check whether the configuration on the IAD is consistent with that on the UAP3300. If yes, go to Step 3. If no, modify the IAD configuration. Step 3 Run the display sip local-call command on the IAD to check whether the local switch is enabled. If the value of Switch is on, run the sip local-call disable command to disable the local switch and run the write command to save the configuration. If the local switch is disabled, go to Step 4. Step 4 Contact your service provider for assistance. ----End 2.3.18 Registration Failure with the IMS Symptom The IAD fails to register with the IP multimedia subsystem (IMS). Possible Cause The possible causes are as follows: The network is disconnected. The configuration is incorrect. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults The registration interval is too short or the media port number disobeys with the standard specified by the mobile network. The IAD is in local switch state. The IAD is incorrectly connected to the IMS. Solution Step 1 Check whether the softswitch can be pinged on the IAD. If no, verify the network connection. If yes, go to Step 2. Step 2 Check whether the user information configured on the IAD is the same as that on the IMS and whether the IMS has any special requirement (for example, if IMPI requires a plus sign (+) but IMPU does not). If no, modify the IAD configuration. If yes, go to Step 3. Step 3 Check whether the registration interval on the IAD complies with the standard of the IMS. If no, run the sip server x expire-time xx command to change the registration interval. (The first x indicates the SIP server ID, the second x indicates the interval, and the last x indicates the unit of the interval, that is, second.) If yes, go to Step 4. Step 4 Check whether the media port number on the IAD complies with the standard of the IMS. If no, run the rtp start-udp-port <port-number> command to change the media port number. If yes, go to Step 5. Step 5 Run the display sip local-call command on the IAD to check whether the local switch is enabled. If yes, run the sip local-call disable command to disable the local switch and run the write command to save the setting. If no, go to Step 6. Step 6 Check whether the IMS supports the user=phone field in the IAD registration message. If yes, go to Step 7. If no, run the sip soft-parameter sip-user-phone off command on the IAD to delete the user=phone field from the registration message. Step 7 Contact your service provider for assistance. ----End 2.3.19 Why outgoing calls cannot be made when the IAD connects to the IMS? Symptom IAD users cannot make calls through the IMS. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Possible Cause The possible causes are as follows: IAD users are not registered with the IMS. The URL mode is incorrect. The IMS does not support messages in which the user name is set to the phone number. Solution Step 1 Check the user registration status on the IAD. If the user has been registered, verify the network connection and the configuration data on the IAD. If the user has been registered, go to Step 2. Step 2 Check whether the URL mode on the IMS and the IAD is the same. If no, run the sip soft-parameter support-telurl command on the IAD to adjust the URL mode. If yes, go to Step 3. Step 3 Run the sip soft-parameter sip-user-phone off command on the IAD to delete the record where the user name is set to the phone number. Step 4 Check whether the fault is rectified. If yes, the procedure ends. If yes, go to Step 5. Step 5 Contact your service provider for assistance. ----End 2.3.20 Two Cascaded IAD132E(T)s Cannot Ping Each Other Symptom Two cascaded IAD132E(T)s cannot ping each other. Possible Cause The possible causes are as follows: The two IADs are connected through a direct-connect cable, but the cable-check function is not enabled. The network is disconnected or the power supply is faulty. IP addresses are not in the same network segment. Solution Step 1 Run the cable-check enable command on the upstream IAD. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults NOTE The two IADs can be cascaded through a crossover network cable. If a direct-connect cable is used, you must enable the cable-check function on the upstream IAD. Step 2 Check whether network port indicators are normal. If no, check the network cable and power supply. If yes, go to Step 3. Step 3 Verify that the IP addresses are in the same network segment. Step 4 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 5. Step 5 Contact your service provider for assistance. ----End 2.3.21 Multiple IADs Connected to the Same ONU/ONT Cannot Ping Each Other Symptom Multiple IADs connected to the same ONU/ONT cannot ping each other. Possible Cause The possible causes are as follows: The configuration on the ONU/ONT is incorrect. The IP address of the IAD conflicts with that of another IAD. Solution Step 1 Verify that no IP address conflict occurs. Step 2 Connect a switch to the ONU/ONT, and connect all IADs to the switch. Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 3. Step 3 Modify the configuration on the ONU/ONT. For details, see the related ONU/ONT document. Step 4 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 5. Step 5 Contact your service provider for assistance. ----End eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 2.3.22 IAD Cannot Register with the SoftX3000 Symptom The IAD cannot register with the SoftX3000. Possible Cause The possible causes are as follows: The protocol mode is incorrect. The network is disconnected. The domain name is incorrect in the MGCP mode. The softswitch configuration is incorrect. The phone number is used by another phone. Solution Step 1 Run the display protocol command on the IAD or choose Advanced Configuration > Protocol Mode to view the protocol mode. Check whether the protocol mode is correct. If no, run the protocol-mode command or choose Advanced Configuration > Protocol Mode to change the protocol mode. If yes, go to Step 2. Step 2 Check whether the softswitch can be pinged on the IAD. If no, verify the network connection. If yes, go to Step 3. Step 3 If the protocol mode is MGCP, run the display mgcp attribute command on the IAD or choose MGCP Service Configuration > MG to check whether the MG domain name configuration is the same as that on the softswitch. If no, run the mgcp mg-domain-name command on the IAD or choose MGCP Service Configuration > MG to change the domain name. If yes, go to Step 4. Step 4 If the protocol mode is MGCP, run the display mgcp soft-parameter command to query the current MG software parameter. For a Nortel device, change the value of MGC-TYPE to Nortel and the registration mode to Individual. Step 5 Check whether the authentication mode on the IAD is the same as that on the softswitch. If no, change the authentication mode on the IAD to be the same as that on the softswitch. If yes, go to Step 6. Step 6 Check whether the softswitch configuration is correct. For details, see the related softswitch document. If yes, go to Step 7. If no, modify the softswitch configuration. Step 7 Verify that the phone number is not used by another phone. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Step 8 Run the trace command to trace signaling and locate the cause. Step 9 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 10. Step 10 Contact your service provider for assistance. ----End 2.3.23 User Under the IAD Fails to Register with the SoftCo Symptom The SIP user under the IAD fails to register with the SoftCo. Possible Cause The possible causes are as follows: The phone number does not exist on the IAD, or the network is unavailable. The phone number has been registered by another user, or needs to be authenticated. The IAD is in local switch state, or the phone number is deregistered. Solution Step 1 Trace IAD and SoftCo logs. If the IAD sends a registration message, check the reply message returned by the SoftCo. − If the 403 message is returned, check whether the number has been registered. − If the 404 message is returned, check whether the number exists on the SoftCo. − If an error code is returned, check the SoftCo logs to locate the fault. − If the SoftCo does not respond, check the network connection. If the IAD does not send any registration messages, check whether the IAD is in local switch state or the number has been deregistered. − If the IAD is in local switch state, run the sip local-call disable command to disable local switch. − If the number has been deregistered, run the undo sip shutdown command to register the number again. Step 2 Contact your service provider for assistance. ----End 2.3.24 Port on the IAD Is Locked Symptom A port on the IAD is locked. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Possible Cause The possible causes are as follows: The power supply is incorrect. The phone connected to the port is not hung up after a conversation ends for a long period of time. The splitter is not running properly(only for IAD208E(M)). Short-circuit occurs on the user line. Solution Step 1 Verify that the correct power supply is used. The input voltage for the IAD208E(M) must be 12 V. Step 2 Check whether the phone connected to the port is hung up. If no, hang up the phone. If yes, go to Step 3. Step 3 Check whether the splitter connected to the port is running properly. If no, replace the splitter. If yes, go to Step 4. Step 4 Check whether the user line connected to the port is normal. If no, replace the user line. If yes, go to Step 5. Step 5 Contact your service provider for assistance. ----End 2.3.25 Users Under the IAD132E(T) Fail to Connect to Hardware Terminals in the eSpace UC2.0 Solution Symptom In the eSpace UC2.0 solution, the POTS phone under the IAD132E(T) registers with the U2990. However, the POTS user fails to dial *125 to obtain the number of the local POTS phone and make calls to eSpace users. Possible Cause The possible causes are as follows: The POTS phone is not registered with the U2990. The U2990 is faulty. The Call AS is faulty. The POTS phone sends incorrect SIP signaling. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Solution Step 1 Log in to the U2990 and check whether the POTS phone has been correctly registered. If yes, go to Step 2. If no, verify that the U2990 is correctly configured. Step 2 Run the sip soft-parameter support-telurl off command to disable the TelURL. Step 3 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 4. Step 4 Contact your service provider for assistance. ----End 2.3.26 IAD Fails to Switch Back to the Active U2990 After Switching to the Standby U2990 for Regeneration in the eSpace UC2.0 Solution Symptom Local switch has been disabled on the IAD. The phone under the IAD registers with the active U2990. When the active U2990 is faulty, the phone under the IAD switches to register with the standby U2990. When the active U2990 recovers, the phone still registers with the standby U2990. Possible Cause The authentication function has been enabled on the U2990. When the IAD registers with the U2990 for the first time, the IAD submits required authentication information. However, when the IAD registers with the U2990 later, the IAD does not submit the authentication information and fails to be authenticated by the U2990. Solution Step 1 Run the sip soft-parameter support-telurl off command to disable the TelURL. If the fault is rectified, the procedure ends. If the fault still persists, go to Step 2. Step 2 Disable IAD user authentication on the U2990 by setting this parameter to N/A. If the fault is rectified, the procedure ends. If the fault still persists, go to Step 3. NOTE You need to disable authentication on the U2990 for each IAD number. You are advised to set phone number authentication to N/A when the U2990 allocates numbers to IAD users. Step 3 Contact your service provider for assistance. ----End eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults 2.3.27 U2990 Returns the 423 Error Message When the IAD Registers with the U2990 in the eSpace UC2.0 Solution Symptom When the IAD functions as the analog phone agent and registers with the U2990, the U2990 returns the 423 error message. Possible Cause The timeout period for the IAD is smaller than the default minimum registration period on the U2990. Solution Step 1 Set the minimum registration period on the U2990 to the timeout period for the IAD. If the fault is rectified, the procedure ends. If the fault still persists, go to Step 2. Step 2 Contact your service provider for assistance. ----End 2.3.28 Two IADs on the Same VLAN Cannot Ping Each Other, and the Phone Does Not Ring When a User Under One IAD Makes a Call to Another User Under the Other IAD Symptom Two IADs on the same VLAN cannot ping each other. When a user under one IAD makes a call to another user under the other IAD, the phone does not ring. Possible Cause The possible causes are as follows: The network is disconnected. The IAD configuration is incorrect. Solution Step 1 Check whether the network cable is connected properly. If no, reconnect the network cable. If yes, go to Step 2. Step 2 Check whether the configuration on the two IADs is correct. For details, see VLAN configuration in the product document. If yes, go to Step 3. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults If no, modify the configuration. Step 3 Verify that the configuration on the upstream device connected to the two IADs is correct. If yes, go to Step 4. If no, modify the configuration. Step 4 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 5. Step 5 Contact your service provider for assistance. ----End 2.3.29 Unable to Run Commands Symptom The commands can be entered but cannot be run. Whenever a command is run, a message is displayed indicating that the system is busy and the command cannot be run. Possible Cause Exceptions occur when commands are being run. Solution 1. Press the Reset button to restart the device. (Do not turn off the power or the operation log will be lost.) 2. Pull off power supply, and then power on the device to restart it. 3. After the system is restarted, run the display log command to view the operation log, run the display alarm history all command to view the alarms, and enter the diagnose mode to view the exceptions. 4. Run a command again. If the command cannot be run, go to the next step. 5. Contact your service provider for assistance. 2.3.30 Serial Port Failure Symptom After logging in to the IAD through the serial port, you cannot enter anything through the keyboard. In addition, no output or only illegible character is generated. Possible Cause The possible causes are as follows: The scroll lock is on. If no output is generated, the serial cable may not be correctly connected. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults If illegible characters are generated, the fault may be caused by incorrect parameter configuration. The system is down. Solution 1. Check whether the scroll lock on the keyboard is on, which prevents the automatic scroll of the command line interface (CLI). 2. Check the connection of the serial cable and the check the serial port number. You can switch the serial ports. 3. If illegible characters are generated but commands cannot be entered, the fault may be caused by incorrect serial port parameter configuration. Set Baud Rate to 9600, data bits to 8, stop bits to 0, and authentication to null. 4. If the RUN indicator is not blinking, the IAD is down. For details, see 3.1 Observing Device Indicators. Press the Reset button to restart the device (do not turn off the power or the previously stored alarm records will be lost), and view and analyze the alarms. 5. (Optional) You can try to log in to the IAD through Telnet. 2.3.31 Start Slowness or Failure Symptom The start process is slow or stopped. No response is generated for inputs from the keyboard and the system does not automatically restart. Possible Cause The possible causes are as follows: If the IAD uses the DHCP to automatically obtain the IP address, the fault may be caused because the IP addresses in the network are not sufficient for allocation and the waiting queue is too long. When domain name is used for registration to the UCEMS, if the DNS does not exist or has incorrect configuration, the domain name parse will fail and the system will wait for a long time. If it is set that the IAD upgrades through the FTP/TFTP server and the configuration of the IP address of the FTP/TFTP server is incorrect, the file request will wait for some time because no response message is received. System errors. Solution 1. If the method for obtaining the IP address of the IAD is DHCP, run the ipaddress static command to set a fixed IP address, and then run the reboot command to restart the system. Check whether exceptions occur. 2. Run the display nms command to view the nms status. TERMINAL#display nms the config is DNS /*DNS indicates that the IAD is registered to the network management platform through DNS.*/ domainName /*Domain name*/ iadms.com get community : ******** eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults set community : ******** trap community : ******** trap port : 162 nms access value: Disable register nms ip : 0.0.0.0 register state : no regist handshake : on handshake time : 30 S register switch : on /*on indicates that the IAD registers to the network management platform.*/ − If it is set that IAD is registered to the UCEMS through DNS (domain name), ensure that the configuration on the DNS server in the network is consistent with the domain name on the IAD. − If the IAD is set that the IAD does not register with the network management platform and the automatic upgrade is performed through the FTP/TFTP server, run the display auto-update command to view the configuration of upgrade server and ensure that the IP address of the FTP server is correct. 3. If the fault still exists with the preceding factors excluded, the fault may be caused by system exceptions. Contact your service provider for assistance. 2.3.32 IAD Restarts for No Reason Symptom The system automatically restarts when it is running. Possible Cause The fault may be caused because a user who logs in to the IAD sends a command that leads to system restart or system exceptions occur. Solution 1. Run the display log command in the privilege mode to view the operation log. Check whether other users send commands that may trigger automatic device reset such as the reboot command, command for IP address modification, or command for loading configuration file. 2. If exceptions occur, run the load command to reload the software. 3. If the IAD crashes, run the display alarm history all command to view the last alarms and contact your service provider for assistance. 2.3.33 Automatic Upgrade Failure Symptom The FTP/TFTP server for automatic upgrade is set (If the IAD is registered to the UCEMS, you can specify an upgrade server to the IAD through the UCEMS) and the new version file is available on the server, but the automatic upgrade is not performed after the interval for detecting automatic update. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Possible Cause The possible causes are as follows: The network is disconnected. The IAD is not registered with the UCEMS. The upgrade configuration on the UCEMS or IAD (such as upgrade file path and FTP server) is incorrect. The version information in the upgrade file is the same as the current version. Solution 1. Check whether the network is disconnected. For details, see 2.3.3 "Network Connection Failure." 2. If you need to specify an upgrade server to the IAD through the UCEMS, check whether the IAD is registered with the UCEMS. 3. If an upgrade server is set on the IAD, ensure that the correct IP address of the FTP server, FTP user name, password, and file path are set in the auto-update ftpserver command. 4. If the connection to the FTP server is available, you can check whether the IAD obtains the upgrade file and whether the software version in the configuration file is the same as the current software version on the host by viewing the output information through the command output line. If the software versions are the same, the current version on the host is the latest version and upgrade is not required. You can run the display version command to view the device version. 2.3.34 Noise on the Phone Connected to the IAD Symptom The user picks up the phone connected to the IAD and hears noise. Possible Cause The possible causes are as follows: The phone is faulty. The phone line is interfered. The phone is connected incorrectly. The IAD is grounded improperly. The modem is connected incorrectly. The peer gateway is faulty. The network quality is poor. The IAD port or DSP gain are configured incorrectly. The impedance of ports on the IAD does not match. Solution Step 1 Check whether the phone is connected correctly. If no, connect the phone correctly. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults If no, go to Step 2. Step 2 Replace the phone with a phone of another model. Check whether the fault is rectified. If yes, the phone model is not supported. Replace the phone. If no, go to Step 3. Step 3 Connect the phone directly to the IAD and pick up the phone to check whether the noise exists. If yes, verify that the line on the distribution frame is connected correctly. You are advised to do the internal and external cable test for the IAD132E(T). If no, go to Step 4. Step 4 Verify that the IAD is grounded correctly. Step 5 If the IAD is connected to the network through the modem, disconnect other devices such as the PC and fax machine from the modem. Then, pick up the phone connected to the IAD and check whether the noise exists. If yes, reset the modem or replace the modem. If no, go to Step 6. Step 6 Capture packets on the uplink network port of the IAD and use the media stream conversion tool such as IPVQT to convert the RTP streams to voice streams. Check whether the noise is sent by the peer gateway. If yes, check the peer gateway. If no, go to Step 7. Step 7 Test the network quality in either of the following ways: Check whether the RTCP alarm exists on the IAD client. Check the network quality. Use the ping command on the IAD to obtain the packet loss rate and network latency. Or use the third-party tool Chariot to test the network quality. Step 8 Lower the receive gain of the user port and DSP. For example, the receive gain of the IAD132 port is 0 db. You can adjust 0 db to -3.5 db or -7 db. Check whether the noise exists. If no, adjust the receive gain. If yes, go to Step 9. NOTE When the receive gain is lowered by a great degree, the voice volume is also lowered. Therefore, you are advised to adjust the receive gain based on the site requirements. Step 9 Match the impedance of the FXO and FXS ports. Check whether the noise exists. If no, adjust the impedance of the FXO and FXS ports. If yes, go to Step 10. Step 10 Verify that the DSP of the latest version is used on the IAD. Step 11 Check whether the fault is rectified. If yes, the procedure ends. If no, go to Step 12. Step 12 Contact your service provider for assistance. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults ----End 2.3.35 IAD Configurations on the Web Management System Fail to Take Effect Symptom After logging in to the web management system of the IAD132, configure the SIP server and submit the configuration. The system does not respond. Then, you can check the configuration result on the IAD. However, you only find that the configuration does not take effect on the IAD. Possible Cause Internet Explorer is not correctly set. The Internet Explorer version is incompatible with the IAD version. Solution Step 1 Clear the cache of Internet Explorer. Step 2 Check the Internet Explorer settings. Step 3 Verify that Internet Explorer 8.0 is used. Step 4 Upgrade the IAD to V300R001C07SPC600 or later. Step 5 Contact your service provider for assistance. ----End 2.3.36 IAD1280 Cannot Connect to the UCEMS Symptom Versions: IAD1280: V300R001C20 (before the upgrade) and V300R001C20SPC200 (after the upgrade) UCEMS: R002C02LENT03 The IAD1280 cannot connect to the UCEMS after being upgraded to V300R001C20SPC200. Users cannot access the IAD1280 by right-clicking it and choosing Telnet on the UCEMS, by using Telnet on the CLI, or by using Telnet on the PuTTY. Possible Cause The configuration is not modified on the UCEMS when the IAD1280 is connected to the UCEMS. The V300R001C020SPC200 version of the IAD is not compatible with the UCEMS. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Solution Step 1 Verify that the configuration is modified on the UCEMS. Change isSupportVersion = V100R002C02,R002C03 to isSupportVersion = V300R001C20,R001C20 in the ..\UCEMS\server\conf\UcemsMit.cfg file. Restart the UCEMS and check whether the IAD1280 can be managed on the UCEMS. If no, go to the next step. Step 2 Considering that the V300R001C020SPC200 version of the IAD may not be compatible with the UCEMS, downgrade the IAD1280 to the V300R001C020SPC100 version. After that, the UCEMS can discover the IAD1280. ----End 2.3.37 Call Is Released Because the Peer Device Does Not Support the 100rel Message Symptom Versions: IAD: V300R001C07SPC500 SoftCo: V100R002C04SPCB00 When an IAD user makes a call to an external number, the call is released when the called party picks up the phone. Possible Cause The peer device does support the 100rel message sent by the IAD. The IAD releases the call when no response is received within the timeout duration. Fault Locating Step 1 View the original packet graph and find that the peer device does not return the 200 OK message after receiving the PRACK message. As a result, the IAD releases the call after the timeout interval. eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults Step 2 Check the original Invite message and find that the message contains the 100rel field. PRACK ensures that SIP temporary messages (101 to 199) are transmitted reliably. Simulating the 200OK reliable response, PRACK transfers 1xx temporary responses except the 100 response. The possible cause of call release is that the peer device does not support the 100rel message. ----End Solution Run the following command to disable the support for 100rel: TERMINAL(advanced-config)#sip soft-parameter support-100rel off eSpace IAD Troubleshooting 2 Analyzing and Rectifying Faults eSpace IAD Troubleshooting 3 Common Troubleshooting Methods 3 Common Troubleshooting Methods About This Chapter Common troubleshooting methods include the ping command, the tracert command (used to trace routes) on the IAD, and the trace command (used to trace signaling). The general packet capturing tool is Wireshark. 3.1 Observing Device Indicators By observing the indicators, you can monitor the operating status of the IAD. 3.2 Collecting System Information (Web) This chapter is only for IAD208E(M), IAD132E(T) and IAD1224. Users can collect system information or download it for remote fault locating conveniently on the web page. 3.3 Viewing Call Failure Records This chapter is only for IAD208E(M), IAD132E(T) and IAD1224. You can view call failure records using web pages or CLI to locate and analyze call faults. The IAD records call failure information about all user ports, including calling number, called number, call start and end time, the party that releases the call, and the call release cause. 3.4 Checking the Network Status Automatically By using this function, you can check the connection between an IAD and a specified device. If enable the function, the IAD generates the alarm information when the network connection is interrupted or restored. You can locate the faults according to the alarm information. 3.5 Using the PING Command By running this command, you can check the status of the network connection. 3.6 Tracing Route By running the tracert command, you can display all the gateways that a test data package goes through from the sending host to the destination. 3.7 Tracing Signaling You can run the trace command to trace all messages transferred between the IAD and upper-level devices (softswitch, IMS, and SIP server) and locate the signaling-related issues quickly. 3.8 Analyzing Packets Captured by Wireshark eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Network packets must be captured to locate faults about broadband voice quality, media, and signaling interaction. This topic describes how to use Wireshark (previously known as Ethereal) to capture data from the network for analysis. 3.9 Capturing the Network Packets Remotely If the IADs are distributed widely and local capturing is not convenient, you can use the remote capture function of the IAD to capture data flows that interact with the IAD, according to certain users and the direction of data. 3.10 Bad AT0 Grounding 3.11 AT0 Ground Impedance Test 3.1 Observing Device Indicators By observing the indicators, you can monitor the operating status of the IAD. Indicators of the IAD101H, 102H, and 104H Indicator Color Item Status Description PWR Green POWER indicator On Indicates that the power is on. Off Indicates that the power is off. WAN Green Uplink interface indicator On (for the IAD101H and 102H only) Indicates that a connection is set up on the WAN. Blinking (for the IAD104H only) Indicates that a connection is set up on the WAN. Off Indicates that no connection is set up on the WAN. LAN Green Downlink interface indicator On (for the IAD101H and 102H only) Indicates that a connection is set up on the LAN. Blinking (for the IAD104H only) Indicates that a connection is set up on the LAN and data is received and sent. Off Indicates that no connection is set up on the LAN. VoIP Green VoIP signal indicator On Indicates that the VoIP service is ready. Off Indicates that no VoIP service is ready, or the system is saving data. PHONE 1 - PHONE 4 Green Voice phone port indicator Blinking (0.25s on and 0.25s off) Indicates that the phone of the corresponding port is ringing. Blinking (1.5s on and 0.5s off) Indicates that the system is switched over to the backup PSTN and the phone is in eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Indicator Color Item Status Description use. On Indicates that the phone is picked up or the phone is in lock state. Off Indicates that the phone of the corresponding port is in hang-up state. NOTE The numbers of the voice telephone interface indicators of the IAD101H, 102H, and 104H are 1, 2, and 4 respectively. Indicators of the IAD208E(M) Indicator Name Abnormal Status Fault Type Cause and Rectification Method POWER indicator PWR Off when the IAD is powered on System fault: The IAD failed to start. If the AC power supply is normal and cables are connected, the internal power module of the IAD is faulty. The IAD needs to be repaired. RUN indicator RUN Off when the IAD is powered on System fault: The IAD does not respond or the serial port is faulty. 1. Press the Reset button to restart the device (Do not turn off the power; otherwise, the alarm log will be lost.) 2. Run the display alarm history all command to view the alarm information. Steady on or off when the IAD is powered on System fault: The IAD failed to start. The IAD cannot start properly and needs to be repaired. Fast blinking (0.5s on and 0.5s off) all the time System fault: The IAD failed to start. The program file is corrupted. Reload the latest program file by referring to the upgrade guide. Fast blinking (0.5s on and 0.5s off) and then blinking (1s on and 1s off) System fault: The IAD takes a long period to start. Rectify the fault by referring to the troubleshooting guide. Uplink interface indicator WAN Off when the network cable is connected System fault: The IAD failed to start. Network faults: The network is 1. Verify that the IAD is powered on. 2. Verify that the network cable is properly connected eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Indicator Name Abnormal Status Fault Type Cause and Rectification Method disconnected. PPPoE dialing failed. The IAD cannot obtain the IP address through DHCP. to the port. 3. Check the network cable and replace the damaged cables. 4. If the indicator is still off, see the troubleshooting guide. Indicators of the IAD132E(T) Indicator Name Color Abnormal Status Fault Type Cause and Rectification Method POWER indicator PWR Green Off when the IAD is powered on System fault: The IAD failed to start. If the power supply is normal and cables are connected, a board on the IAD is faulty. The IAD needs to be repaired. RUN indicator RUN Green Off when the IAD is powered on System fault: The IAD does not respond or the serial port is faulty. 1. Press the Reset button to restart the device (Do not turn off the power; otherwise, the alarm log will be lost.) 2. Run the display alarm history all command to view the alarm information. Steady on or off when the IAD is powered on System fault: The IAD failed to start. The IAD cannot start properly and needs to be repaired. Fast blinking (0.5s on and 0.5s off) all the time System fault: The IAD failed to start. The program file is corrupted. Reload the latest program file by referring to the upgrade guide. Fast blinking (0.5s on and 0.5s off) and then blinking (1s on and 1s off) System fault: The IAD takes a long period to start. Rectify the fault by referring to the troubleshooting guide. ALM indicator ALM Red Blinking System fault Call fault The IAD generates an alarm at the critical severity or above. This alarm may affect the operation of the IAD or the normal utilization of the service. For details, see Processing IAD Alarms. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Indicators of the IAD1224 Board Indicator Name Color Status Description Fault Type Cause and Rectification Method CVP POWER indicator PWR Green Off when the IAD is powered on System fault: The IAD failed to start. If the AC power supply is normal, and boards are installed properly, a board is faulty and needs to be repaired. RUN indicator RUN Green Off when the IAD is powered on System fault: The IAD does not respond or the serial port is faulty. 1. Press the Reset button to restart the device (Do not turn off the power; otherwise, the alarm log will be lost.) 2. Run the display alarm history all command to view the alarm information. Steady on or off when the IAD is powered on System fault: The IAD failed to start. The IAD cannot start properly and needs to be repaired. Fast blinking (0.5s on and 0.5s off) all the time System fault: The IAD failed to start. The program file is corrupted. Reload the latest program file by referring to the upgrade guide. Fast blinking (0.5s on and 0.5s off) and then blinking (2s on and 2s off) System fault: The IAD takes a long period to start. Rectify the fault by referring to the troubleshooting guide. ALM indicator ALM Red Blinking System fault Call fault The IAD generates an alarm. This alarm may affect the operation of the IAD or the normal utilization of the service. For details, see Processing IAD Alarms. ASI or OSU POWER indicator PWR Green Off when the IAD is powered on Call fault If the AC power supply is normal, and boards are installed properly, a board is faulty and needs to be repaired. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Board Indicator Name Color Status Description Fault Type Cause and Rectification Method RUN indicator RUN Green Off when the IAD is powered on Call fault If the AC power supply is normal, and boards are installed properly, a board is faulty and needs to be repaired. ALM indicator ALM Red Off when the IAD is powered on Call fault If the AC power supply is normal, and boards are installed properly, a board is faulty and needs to be repaired. 3.2 Collecting System Information (Web) This chapter is only for IAD208E(M), IAD132E(T) and IAD1224. Users can collect system information or download it for remote fault locating conveniently on the web page. The collected system information includes software version, network port setting, registration status of SIP users and Wildcard groups (only for SIP), or the registration of the MG and MGC (only for MGCP), VLAN configuration, current system configuration, and historical alarms. Proceed as follows: 1. Choose Diagnose > System Information from the navigation tree on the left. The system information page is displayed. 2. Click Download to save or open system information. NOTE The latest 10 alarms are displayed. To view more alarm information, view downloaded files. 3.3 Viewing Call Failure Records This chapter is only for IAD208E(M), IAD132E(T) and IAD1224. You can view call failure records using web pages or CLI to locate and analyze call faults. The IAD records call failure information about all user ports, including calling number, called number, call start and end time, the party that releases the call, and the call release cause. You can view all call failure records on the IAD and locate and analyze faults according to the call release causes. A maximum of 10 records of a user are saved. NOTE When the IAD restarts upon power outage, the original call failure records are lost. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Web Mode Choose Diagnose > Call Records from the navigation bar. The page shown in Figure 3-1 is displayed. Figure 3-1 Call failure records You can click Download to download call failure records, or enter a user number to view the call failure records of a specified user. NOTE When the IAD is connected to the softswitch, the user number is the same as DN on the softswitch. CLI Mode Run the display sip calloutrecords command to view the call failure records. For example: TERMINAL(config)#display sip calloutrecords pstnport 4 portnum callernum calleenum startTime endTime onhookSide hookReasonType ---------------------------------------------------------------------------------- ------------------------------------------------ 4 81011 81009 2005-01-01 00:18:55 2005-01-01 00:19:27 remote the request is timeout from client ---------------------------------------------------------------------------------- ------------------------------------------------ TERMINAL(config)#display sip calloutrecords slot 1 pstnport 2 3.4 Checking the Network Status Automatically By using this function, you can check the connection between an IAD and a specified device. If enable the function, the IAD generates the alarm information when the network connection is interrupted or restored. You can locate the faults according to the alarm information. Application Instance Network Requirements eSpace IAD Troubleshooting 3 Common Troubleshooting Methods The IAD is connected to the SIP server through LAN. The IP address of SIP server is 192.163.1.8. Problem description: The registered SIP users become unregistered. The troubleshooting method is as follows: Web Mode CLI Mode Web Mode Step 1 Choose Maintenance > Network Autocheck from the navigation bar. The page shown in Figure 3-2 is displayed. Figure 3-2 Setting parameters for automatically checking the network status Step 2 Enable the automatic check function. Step 3 Set Checked IP address to 192.163.1.8, and click OK. Step 4 Save the data. Choose Maintenance > Save Data from the navigation bar. The data storage page is displayed, as shown in Figure 3-3. Figure 3-3 Save Data page Click Save as ordinary setting or Save as carrier setting, and then click OK. NOTE When the data is saved as the carrier setting, the system automatically backs up the current setting. You can choose to restore to the carrier setting as required. Step 5 Choose Maintenance > Network Autocheck from the navigation bar to check the network status. The page shown in Figure 3-4 is displayed. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Figure 3-4 Network status (1) Figure 3-4f_iad_faq_00127_02 shows that the IAD and the SIP server are disconnected. Step 6 Rectify the network fault. Choose Maintenance > Network Autocheck from the navigation bar to check the network status again. The page shown in Figure 3-5 is displayed. Figure 3-5 Network status (2) Figure 3-5 shows that the connection between the IAD and the SIP server is restored. Step 7 Choose Diagnose > FXS User Registration from the navigation bar to check FXS users' registration status. The page shown in Figure 3-6 is displayed. Figure 3-6 Registration status Figure 3-6 shows that FXS users are registered successfully. ----End eSpace IAD Troubleshooting 3 Common Troubleshooting Methods CLI Mode Step 8 Run the network-auto-check on to enable the automatic check function. The command is as follows: TERMINAL(config)#network-auto-check on NOTE If the IP address of the SIP server or MGC server, and the IP address of the device to be checked are not set, the IAD does not check the connection automatically. If the SIP server's or MGC server's IP address is set but the device's IP is not set, the IAD automatically check the connection with the first set SIP server or MGC server. Step 9 Run the network-auto-check ipaddressip-address to set the IP address of a device to be checked. The command is as follows: TERMINAL(config)#network-auto-check ipaddress 192.163.1.8 Step 10 Run the write command to save the settings. The command is: TERMINAL(config)#write Step 11 Run the display network-auto-check command to check the configuration. The command is as follows: TERMINAL(config)#display network-auto-check ---------------------------------------- server ipaddress:192.163.1.8 network-auto-check:on ---------------------------------------- Step 12 Query the network status according to the alarm information. For details, see Processing IAD Alarms. The information is as follows: IAD2000(config)#display alarm history alarmid 0x06010007 Command: display alarm history alarmid 0x06010007 ALARM 38 FAULT WARNING 0x06010007 COMMUNICATION 2010-12-09 10:02:38 ALARM NAME : Network-autocheck fault PARAMETERS : netcheck-ip : 192.163.1.8 DESCRIPTION : Network-autocheck fault //Fault indicates network abnormality CAUSE : Request timed out. ADVICE : Request timed out. --- END The information indicates that the connection between the standby SIP server and the IAD is restored. Step 13 Rectify the network fault. For details, see the IAD Troubleshooting Guide. Query the alarm information again. The information is as follows: IAD2000(config)#display alarm history alarmid 0x06020007 eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Command: display alarm history alarmid 0x06020007 ALARM 269 RECOVERY WARNING 0x06020007 COMMUNICATION 2010-12-09 10:25:16 ALARM NAME : Network-autocheck restore PARAMETERS : netcheck-ip : 192.163.1.8 DESCRIPTION : Network-autocheck restore //Restore indicates network resumption CAUSE : Network restore ADVICE : Need no process. --- END Step 14 Run the command to query the users' registration state. The state is registered. The command is as follows: TERMINAL(config)#display sip attribute 0 Sip User Information ----------------------------------------------------- user-sn : 0 id : +8657187900066 password : ******** name :
[email protected] local address : 192.163.1.47 local-port : 5060 registration state : registered //The user is registered expire-time : 0 sec previous server : current server : 192.163.1.8 : 5060 dm match delay : 0 ms digit-map position : remote dial-delay position: remote support no pound : off group id : - ...... TERMINAL(config)#display sip attribute slot 0 port 0 Sip User Information ----------------------------------------------------- user-sn : 0-0 id : 81151 local address : 192.163.1.26 registration state : registered expire-time : 120 sec previous server : - current server : 192.163.1.8 : 5060 local-port : 5060 name : - password : ******** dm match delay : 200 ms digit-map position : remote dial-delay position: remote support no pound : off group id : - port type : FXS ShortNum : - ----------------------------------------------------- ----End eSpace IAD Troubleshooting 3 Common Troubleshooting Methods 3.5 Using the PING Command By running this command, you can check the status of the network connection. The example for running the ping command is as follows: The IAD maintenance network port is connected to the maintenance terminal 1 and 2 through LAN. The IP addresses of the three devices are shown in Table 3-1 and the networking status is shown in Figure 3-7. Table 3-1 Example for Using the PING Command Device IP Address IAD 172.21.100.16 Maintenance terminal 1 172.21.50.51 Maintenance terminal 2 172.21.50.84 Figure 3-7 Networking of the Example for Using the PING Command Problem description: When a user uses maintenance terminal 1 to log in to the IAD through Telnet, sometimes the connection fails. However, the connection between maintenance terminal 2 and the IAD through Telnet is normal. The troubleshooting method is as follows: 1. Use terminal 2 to log in to the IAD through serial port or Telnet. 2. Run the ping command to check the connection between the IAD and maintenance terminal 1. The operation is as follows: TERMINAL>ping 172.21.50.51 PING 172.21.50.51: 56 data bytes, press CTRL_C to break Request time out Request time out Request time out Request time out eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Request time out --- 172.21.50.51 Ping statistics --- 5 packets transmitted 0 packets received 100.00% packet loss If the displayed result shows that the IAD cannot receive the data package, the network may be busy or disconnected. 3. You can set the -c parameter of ping command to adjust the sending packets. For example, to send 10 packets for testing the network, run the following command: TERMINAL>ping 172.21.50.51 -c 10 PING 172.21.50.51: 56 data bytes, press CTRL_C to break Request time out Reply from 172.21.50.51: bytes=56 Sequence=0 ttl=128 time = 0 ms Request time out Reply from 172.21.50.51: bytes=56 Sequence=3 ttl=128 time = 0 ms Request time out Reply from 172.21.50.51: bytes=56 Sequence=5 ttl=128 time = 0 ms Request time out Request time out Reply from 172.21.50.51: bytes=56 Sequence=7 ttl=128 time = 0 ms Reply from 172.21.50.51: bytes=56 Sequence=8 ttl=128 time = 0 ms --- 172.21.50.51 Ping statistics --- 10 packets transmitted 5 packets received /*5 packets are received.*/ 50.00% packet loss /*Packet loss rate is 50%.*/ round-trip min/avg/max = 0/0/0 ms In the preceding result, only five packets are received. The packet loss is severe. The packet loss may be caused by bad connection quality between maintenance terminal 1 and the IAD, busy network, or interference. 3.6 Tracing Route By running the tracert command, you can display all the gateways that a test data package goes through from the sending host to the destination. The example for running the tracert command is as follows: Figure 3-8 shows the networking status. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Figure 3-8 Networking Instance To analyze the network status between the IAD and softswitch, the operation process is as follows: 1. Log in to the IAD from the maintenance terminal through serial port or Telnet. 2. Run the following command in the user mode: TERMINAL>tracert 210.12.180.18 traceroute to 210.12.180.18 max hops 30 ,packet 40 bytes press CTRL_C to break 1 1 ms <10 ms <10 ms 210.11.22.254 2 1 ms 2 ms 2 ms 210.110.0.17 3 1 ms 1 ms 1 ms 210.11.180.18 Trace complete. 3. From the preceding result, you can find out the routes that the packet goes through from the IAD to the destination MGC. 3.7 Tracing Signaling You can run the trace command to trace all messages transferred between the IAD and upper-level devices (softswitch, IMS, and SIP server) and locate the signaling-related issues quickly. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Use SIP service of IAD132E(T) as an example, run the trace command to trace the signaling of port 0: TERMINAL#trace 0 Execution of command succeeded [2009/10/21 15:16:22 (910ms)] UA->PROXY: Sip Message is going to be sent to 192.166.1.16:5060 through UDP REGISTER sip:uap3;user=phone SIP/2.0 From:"8661"<sip:8667@uap3;user=phone>,tag=8f374716 To:<sip:8667@uap3;user=phone> CSeq:46REGISTER Call-ID:
[email protected] Via:SIP/2.0/UDP 192.l66.1.132:5060;branch=z9hG4bK<38ba526a7 Contact:<sip:
[email protected]:5060;user=phone>;expires=120 Expires: 120 Supported: 100rel Max-Forwards: 70 User-Agent: HUAWEI U-SYSIAD2000V300R001 Content-Length: 0 ... NOTE After the trace is completed, run the undo trace command to close the signaling tracing function. 3.8 Analyzing Packets Captured by Wireshark Network packets must be captured to locate faults about broadband voice quality, media, and signaling interaction. This topic describes how to use Wireshark (previously known as Ethereal) to capture data from the network for analysis. Preparations You need to establish network environment and configure the data before capturing packets. NOTE If VPN(Virtual Private Network) software is installed on the PC, delete the VPN software before the packet capture. Otherwise the capture result will be affected because only the packets sent by the PC can be captured. Capturing packets by means of the Hub Set up the environment as follows: 1. Connect the Hub to the PC that is used to capture packets. 2. Connect the Hub to the WAN interface of the IAD. 3. Connect the Hub to the uplink network by using a LAN switch. Make sure that the three cables are connected, as shown in Figure 3-9. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Figure 3-9 Capturing packets by means of the Hub Capturing packets by using the mirror port on the IAD208E(M), IAD132E(T), and IAD1224 Connect the PC that is used to capture packets to the IAD. The networking scheme is shown in Figure 3-10. Figure 3-10 Capturing packets by using the mirror port on the IAD Configure the mirror port on the IADs by running the TERMINAL(lanswitch)#monitor source-port observing-port destination-port command. Table 3-2 describes the parameters in the command. For example: TERMINAL(lanswitch)#monitor 1 observing-port 2 Monitor lsw interface succeed After configuring the port, port 2 can capture packets of port 1. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Table 3-2 Command description Item Description Value Range IAD208 E(M) IAD132E (T) IAD1224 source-port Source mirror port. Configure the uplink network port of the IAD as the source mirror port. 1 to 8 1 to 4 1 or 2 destination- port Destination mirror port. Configure the port that is connected to the IAD on the PC as the destination mirror port. 1 to 8 1 to 4 1 or 2 CAUTION The uplink port of the IAD which is used to connect the IAD to the superior devices and the port which is used for cascading connections cannot be set as the destination mirrored port. Capturing packets by using the mirror port on the switch Connect the PC and the IAD to the same switch. The networking scheme is shown in Figure 3-11. Figure 3-11 Networking example 3 CAUTION Only one port can be set to the monitoring port on a switch. This port cannot monitor itself. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods The method for setting mirror ports on switches varies according to the switch type. Huawei Quidway S3000 is used as an example. Step 1 Connect the PC used to capture packets to port 24 to capture packets. Step 2 Connect the WAN port of the IAD to port 18 on the switch. Step 3 Log in to the switch through the serial cable. Step 4 Run the system-view command to enter the system view. Step 5 Run the monitor-port ethernet 0/24 command to set port 24 as the destination mirror port to monitor other ports. Step 6 Run the mirroring-port ethernet 0/18 command to set port 18 as the source mirror port. The source mirror port is monitored by the destination mirror port. Step 7 Run the display mirror command to view the configuration result. NOTE You can run the mirroring-port Ethernet 0/1 to Ethernet 0/23 both command to monitor ports 1 to 23 or run the undo mirroring-port Ethernet 0/21 to Ethernet 0/23 both command to cancel the monitoring on ports 21 to 23. ----End Using the Wireshark to Capture Packets Step 8 Open Wireshark (take version 1.0.6 for example), and then click on the left of the toolbar. A dialog box as shown in Figure 3-12 is displayed. Figure 3-12 Selecting network adapters for capturing packets Step 9 If multiple network adapters are available (in this example, it is dual-network adapter), select the network adapter whose IP address is in the same network segment as that of the IAD. Click the corresponding Start to start the packet capture. Step 10 Click on the left of the toolbar to stop the packet capture when enough packets are captured. Step 11 Use the filter. Enter filter condition in the Filter text box under toolbar and then click Apply on the right (or press Enter). For example, if you enter rtp, only the packets in RTP protocol are displayed. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Use defined filters: 1. Click on the right of the toolbar to enable the common filtering conditions. A dialog box as shown in Figure 3-13 is displayed. Figure 3-13 Setting Filtering Conditions 2. For example, to view only the packets whose destination IP address is 10.166.49.255, you need to select IP address 192.168.0.1 in Filter, change the IP address in the Filter string text box to 10.166.49.255, and then click OK. Only the packets whose destination IP address is 10.166.49.255 are displayed on the main page of Wireshark, as shown in Figure 3-14. Figure 3-14 Running Filter Function eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Voice services, call control, and remote (Telnet) maintenance involve packets of different types. You can set the filter criteria based on the following description. For SIP services, the structure of the protocol stack is shown in Table 3-3. You need to pay attention to the RTP and SIP protocols. Table 3-3 Structure of SIP Signaling Protocol Stack Remote Maintenance Through Telnet Voice Call Control Telnet RTP RTCP SIP TCP UDP IP MAC For MGCP services, the structure of the protocol stack is shown in Table 3-4. You need to pay attention to the RTP and MGCP protocols. Table 3-4 Structure of MGCP Signaling Protocol Stack Remote Maintenance Through Telnet Voice Call Control Telnet RTP RTCP MGCP TCP UDP IP MAC Step 12 Choose File > File Save as to save the packet file in a specified folder. ----End Examples for Analyzing Packets Assume that the SIP and RTP packets need to be analyzed. Analyzing SIP packets 1. Choose Telephony > VoIP Calls, as shown in Figure 3-15. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Figure 3-15 Selecting call-related packets 2. Select a call based on the calling number and called number, as shown in Figure 3-16. Figure 3-16 Selecting the number of calls 3. Click Flow. The SIP signaling flow for the call is displayed, as shown in Figure 3-17. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Figure 3-17 SIP signaling flow Analyzing RTP packets 4. Choose Telephony > RTP > Show All Streams, as shown in Figure 3-18. Figure 3-18 Selecting all RTP packets 5. Select the data to analyze, as shown in Figure 3-19. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Figure 3-19 Selecting RTP packets to be analyzed 6. Click Analyze, as shown in Figure 3-20. Figure 3-20 Checking the RTP packet analysis result By performing the preceding steps, you can analyze the RTP stream and evaluate the quality of the bearer network based on the packet loss, jitter, and disorder data. 3.9 Capturing the Network Packets Remotely If the IADs are distributed widely and local capturing is not convenient, you can use the remote capture function of the IAD to capture data flows that interact with the IAD, according to certain users and the direction of data. Example Network Diagram eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Procedure 1. Double-click to run the capture tool. The IAD Capture Tool dialog box is displayed, as shown in Figure 3-21. Figure 3-21 Capture tool interface 2. According to Table 3-5 to set the tool. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Table 3-5 setting on the tool Parameters Description Interface Select the network card style for capturing. Local IP The IP address of the remote packet capture server IAD IP The IP address of the IAD. Port Port number. The default port number 58000 is proposed. User Name The user name for logging in the IAD. Password The password for logging in the IAD. Direction The capture direction. 3. click and enter the capture file name, for example, iad1. Then click Save. 4. Click Start to start capturing. NOTE When the size of the file that recvTool captured reaches 30 MB, the tool will create a file and save it, and then continue capturing flow. 5. If the capture process is complete, click Stop or Quit first, and then operate the capture file. Otherwise the capture file will be incomplete. Related Commands You can change the configuration on the IAD according to the following commands. Table 3-6 Packet capturing commands of IAD101H, 102H, 104H, 208E(M) and 132E(T) Operation Command Set the address and port of the capture server capture server ipaddress <a.b.c.d> [udpport <1-65534>] Open or close the signal capture switch capture signal <on | off> Open the RTP flow capture switch capture media start direction <receiveonly | sendonly | all> [userport <port-ID>] Close the RTP flow capture switch capture media stop Table 3-7 Packet capturing commands of IAD1224 Operation Command Set the packet export network port on the IAD capture out-interface <lan|fe> eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Operation Command Set the IP address of the packet capture server and the port number capture server ipaddress <a.b.c.d> [udpport <1-65534>] Enable the packet capturing function capture start direction <receiveonly | sendonly | all> Disable the packet capturing function capture stop (Optional) Set the VLAN tag for remotely captured packets NOTE When the VLAN ID of the VLAN where the remote server locates is different from the VLAN ID of the SNMP packets, perform this operation. capture vlan-tag vlanid <2-4094> [priority <0-7>] 3.10 Bad AT0 Grounding The procedure is as follows: Step 1 Verify that the device ground cables are connected to the ground bar of the equipment room. Step 2 Verify that devices are installed in cabinets and the ground terminals of cabinets are properly connected to the ground bar of the equipment room. Step 3 Verify that the ground bar of the equipment room is properly connected to the ground busbar (without paint) of the building. Step 4 If the power supply cable is used as the ground cable, verify that the power supply cable is a three-core cable without extended two-core cables. Step 5 Use multimeter to test the voltage difference between the chassis shell ground and the earth. If the voltage difference is greater than 10 V, the grounding is poor. Step 6 Use multimeter to test the impedance between the chassis shell ground and the earth. If the impedance is greater than 10 ohms, the grounding is poor. Step 7 If you cannot test the voltage of the earth, use the multimeter to test the voltage difference between the chassis shell ground and the live line, naught line, and earth line in the three-core ground cable. If the voltage difference is greater than 10 V, the grounding is poor. ----End Detailed ground requirements are as follows: Ground Bar Is Installed in the Equipment Room When the ground bar is already installed in the equipment room, check whether the ground bar is reliably grounded. If the ground bar is reliable, connect one end of the yellow-and-green protection ground (PGND) cable to the wiring terminal on the ground bar, and tighten the fixation nut firmly, as shown in Figure 3-22. The cross-sectional area of the PGND cable must eSpace IAD Troubleshooting 3 Common Troubleshooting Methods not be less than 4 mm 2 , and the PGND cable should be as short as possible. Do not wind the cable. Figure 3-22 Grounding diagram when the ground bar is installed in the equipment room If a device is installed on a 19-inch cabinet, connect the yellow-green PGND cable of the device to the ground terminal on the 19-inch cabinet and connect the ground terminal to the ground bar of the equipment room. Ground Bar Is Not Installed in the Equipment Room, and the Ground Electrode Cannot Be Buried Nearby If a device uses 220 V AC power supply, the PE line of the AC power supply can be used as the ground cable. Ensure that the PE line of the AC power supply is properly grounded inside the power distribution room or beside the AC voltage transformer, as shown in Figure 3-23. In addition, ensure that the PE terminal of the device is reliably connected to the PE line of the AC power supply. Use the three-core cable with PGND cable as the power cable for the device. Figure 3-23 Grounding diagram when the PE line of the AC power supply is used as the ground cable eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Ground Bar Is Not Installed in the Equipment Room, but the Ground Electrode Can Be Buried Nearby When no ground bar is installed in the equipment room, and the ground electrode can be buried nearby, use an angle steel or steel pipe not shorter than 0.5 m. Bury the angle steel or steel pipe directly in the earth. The cross-sectional area of the angle steel should not be less than L x W x H = 50 x 50 x 5 (mm 2 ), and the steel pipe should not be thinner than 3.5 mm. The material used should be steel plated with zinc. Weld the yellow-green PGND cable of the device with the angle steel. Paint the surface of the welding point with anti-rustic paint. The cross-sectional area of the PGND cable must not be less than 4 mm 2 , and the PGND cable should be as short as possible. Do not wind the cable. See Figure 3-24. Figure 3-24 Grounding diagram when the ground electrode can be buried nearby Ground Impedance Requirements The ground impedance of an equipment room is determined by the equipment room environment. The ground impedance of a central equipment room must comply with standard YDJ26-89 (less than 1 ohm); that of a common equipment room must be less than 5 ohms; that of angle steel buried in the earth must be less than 10 ohms. In the area with high soil impedance ratio, spray some salt water or impedance-reducing agents to the earth. Table 3-8 Common device ground specifications No. Specifications 1 The design for ground must follow the principle of equal voltage and equal electric potential. That is, the working ground and protection ground (including the shielded ground and the lightning-proof ground of the cable distribution frame) are jointly grounded in the same group of ground electrodes. 2 The cable tray, rack or shell, metal ventilation pipe, and metal door or window in the equipment room must be grounded for protection. 3 The metal device parts that are neutral in normal conditions must be grounded for protection. 4 The ground cable must be connected properly to the protection ground bar of the equipment room. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods No. Specifications 5 Only the specified device can be used as components for the electrical connection of the ground cable. Table 3-9 IAD ground specifications No. Specifications 1 All communication devices and auxiliary devices (such as mobile base station, transmission devices, switches, power supply devices) in the equipment room must be grounded for protection. Connect all PGND cables for various devices jointly to a general ground bar, and then to the same PGND bar together with the PGND of devices in the room. 2 The PGND of the equipment is shorted to the copper protection ground bar provided by the customer. The short-circuiting cable used should be an alternating yellow and green plastic insulating one with copper core, with cross-sectional area greater than 35 mm 2 . 3 There are ground terminals and ground flags at the lower part of the front door, rear door and side panel of the cabinet, connected to the ground terminals of the cabinet framework through connection cables with cross-sectional area no less than 1.6 mm 2 . 4 Keep all metal components of a cabinet in good conductibility. No insulating coating can be sprayed on the connection between the metal components. 5 Connect the cabinets in the same row closely by fastening captive screws and gaskets on the top of the cabinets. Do not spray coating into a rectangle area of 30 x 50 mm around the connection hole for captive bolt. Measures to prevent rust and corrosion must be taken for this area. Zinc electroplating with iridescent yellow chromate conversion coating should be applied to the gasket and nut to ensure sufficient electric contact. 6 During combination cabinets of the same type, short-circuiting cables are used to connect the ground busbars (if any) of the cabinets. The cross-sectional area of the short-circuiting cable is 6 mm 2 and the length is less than 300 mm. Connect the two ends of the short-circuiting cable respectively to the ground busbar terminals on the neighboring cabinets and fix them firmly. Table 3-10 Communication cable ground specifications No. Specifications 1 The AC power supply system of the equipment room uses the TN-S power supply mode. 2 The inlet for the AC power cable at the equipment room should be equipped with a lightning protection device with a nominal discharging current not less than 20 kA. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods No. Specifications 3 The protection ground for power supply and that for devices share the same group of ground electrodes. If the power supply and devices are in the same equipment room, try to use the same protection ground bar for them. 4 Add lightning protection circuit for the AC power interface. 5 The positive pole of the -48 V DC power supply (or negative pole of the 24 V DC power supply) must be grounded at the output of the DC power supply. 6 The working ground and protection ground of the DC power supply must use the same group of ground electrodes with the protection ground of the switches. If the power supply and devices are in the same equipment room, try to use the same protection ground bar for them. 7 Add surge protection for the DC power interface. Table 3-11 Signal cable ground specifications No. Specifications 1 If there are digital trunks that connect a transmission device directly or indirectly to a wireless communication station, install an E1 lightning protection device for the relative interface of the transmission device. 2 Equip the cables laid outdoors with the metal jacket whose two ends are correctly grounded, or connect the cables to the protection ground bar of the equipment room. For cables inside equipment room, install the lightning protection device at the device interfaces. The PGND cable for the lightning protection device should be as short as possible. 3 Both ends of the external conductor of the coaxial cable and those of the insulation layer of the shielded cable must have good electric contact with the metal shell of the device they connect to. 4 In the incoming and outgoing signal cables to and from the office, the idle line pair inside the cable must be grounded for protection. 5 The Tone & Data Access (TDA) cable will inevitably pass the Main Distribution Frame (MDF) with security unit when going out the office. Its insulation layer must be connected to the protection ground of the MDF. The MDF must use the same group of ground electrodes with the cabinet. 6 The signal cables within the area of the communication office and mobile station should not be arranged aerially. Table 3-12 Cable ground specifications No. Specifications 1 The ground leading cannot be arranged parallel to the signal cable, and crossover is not allowed. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods No. Specifications 2 The ground cable cannot be led in aerially, but buried in the earth globally or arranged indoor. 3 Do not extend the PGND cable, or add any switch or fuse. 4 The PGND cable used should be an alternating yellow and green plastic insulating one with copper core. 5 Do not connect the neutral line of the AC power cable with the protection ground of any telecom device in the equipment room. 6 The length of the PGND cable should not exceed 45 m and should be as short as possible. If it is longer than 45 m, you can ask the user to replace the ground bar nearby. Table 3-13 Basic ground requirements Requirements Effect Ground mode Joint ground. Connect the working ground, PGND, and lightning protection ground to the same group of ground electrodes. Ground impedance ≤ 10 ohms Ground cable The cross-sectional areas of PGND cables are determined by the maximum current. The cables must be efficient conductor cables, for example, copper cable. Bare connector cables cannot be used. Standard and efficient ground is a major measure to keep communication devices stable. It protects people and devices from static electricity, lightening, and electromagnetic interference. 3.11 AT0 Ground Impedance Test Ground Impedance Test Principles and Precautions Background A ground is a conducting connection between an electrical circuit or device and the earth (generally a ground electrode in the earth) to discharge the system of current. The ground system includes the ground electrode and ground cables. Ground Types PGND eSpace IAD Troubleshooting 3 Common Troubleshooting Methods When an electrical device is leaking because of some faults, personnel and devices could be exposed to the risk of electric shock. The PGND is provided to connect the electrical device house to the ground to prevent electric shock. Lighting protection ground Lightning production ground deals with the protection of buildings and other structures due to direct damage from lightning. Working ground Working ground is to connect an electrical circuit to the ground as required by the normal work or fault location. In a ground system, a ground electrode is buried in the earth and is connected to a ground conductor by a connector. The ground conductor connects to the ground bar or device houses. If multiple devices connect to the same ground electrode by conductors, a ground bar is required and the ground bar should be installed near to the ground electrode. The conductors from different devices must be connected to the ground bar separately. Test Principles The ground impedance is mainly affected by the following variables: Depth of the ground electrode Diameter and length of the ground electrode Number of ground electrodes Around geographical environment (plain, slop, or ditch) Soil humidity The 3-pole Fall of Potential method is used to test the ground impedance. The method is as follows: Position two ground stakes in the soil in a straight line on one side of the ground electrode (X), equidistant from one another. The stake (Y) is 20 m away from the ground electrode and stake (Z) is 40 m away from the ground electrode. The potential difference between X and Y and the current between X and Z are measured by a tester. Using Ohm's Law (V=IR), the tester automatically calculates the impedance. Precautions The ground impedance changes with the season, weather, and soil humidity. Generally, the ground impedance tested in autumn is more precise. Before testing the PGND impedance, disconnect the ground cable from the device. If a ground electrode is severely rusty or corroded, polish the electrode and then test the impedance. Before testing the working ground (single-point ground), verify that the ground cable is connected to the device properly. If they are not connected, you cannot perform test; if the connection is abnormal, the test result is not accurate. Select a suitable test point because the test results on different points may vary greatly. If there is no available test point, you can remove the original ground conductor if necessary and connect a jumper cable that is easy to test. Prevent noise interference. If the current in the ground connector circuit is large, the test result will be inaccurate or even the impedance cannot be tested and noise may be displayed on the tester. Normally, the PGND and working ground impedance of devices is less than 4 ohms and the lightning protection ground impedance of high buildings is less than 10 ohms. If the ground eSpace IAD Troubleshooting 3 Common Troubleshooting Methods impedance does not meet the requirements, report the fact and monitor the rectification, such as, rebury the ground electrode or verify the ground conductor connections. Figure 3-25 shows the ground impedance tester. Figure 3-25 Ground impedance tester Ground Impedance Test Method Impedance Requirements AC working ground: not greater than 4 ohms. Security working ground: not greater than 4 ohms. DC working ground: determined by the actual devices. Lightning protection ground: not greater than 10 ohms. Joint shielded system ground: not greater than 1 ohms. Resistance Tester Introduction ZC-8 resistance tester is used to test the ground resistance of power supply systems, telecommunication devices, and lightning rods. IT can also test the resistance of low-resistance conductors and soil resistivity. The tester consists of a handle electric generator, current mutual-inductors, sliding resistor, and galvanometer. All these components are packed in plastic. In addition, probes and conductors are provided with the tester. Preparation for Resistance Test Prepare the following tools: ZC-8 resistance tester. Two test probes. Three conductors with the length of 5 m, 20 m, and 40 m. Before impedance test, connect a 5 m conductor to point E, a 20 m conductor to point P, and a 40 m conductor to point C, and connect the other ends of the conductors to ground electrode E', potential probe P', and current probe C' respectively. Points E', P', and C' must be on a straight line and the distance between each other is 20 m. Figure 3-26 shows the connection diagram for testing impedance greater than or equal to 1 ohm. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods Figure 3-26 Connection diagram for testing impedance greater than or equal to 1 ohm Figure 3-27 shows the connection diagram for testing impedance less than 1 ohm (both conductors on points E are connected to the ground electrode). Figure 3-27 Connection diagram for testing impedance less than 1 ohm Test Procedure 1. Ensure that the connections between the tester, ground electrode, and probes are correct. 2. Place the tester horizontally and ensure that the pointer is on the central line. 3. Set the ratio scale to the maximum, rotate the electric generator handle slowly, and move the tester until the pointer is on the central line. 4. When the pointer becomes stable on the central line, rotate the electric generator quickly (more than 150 rounds per minute), and move the tester until the pointer is on the central line again. 5. If the reading is less than 1, change the ratio scale to a smaller one and perform the test again. 6. If the pointer shakes, change the handle rotating speed until the pointer becomes stable. Precautions Place and take the tester carefully and avoid severe shake. The ground conductor must be disconnected from devices. eSpace IAD Troubleshooting 3 Common Troubleshooting Methods The ground electrode to be tested cannot be surrounded by scattered current or polarized soil. Do not test the ground impedance when the soil humidity is too high (for example, after rain) or the temperature, pressure, and climate changes greatly. The probe must be far away from the big metal entities, such as pipes, cables, and railways. The current probe must be 10 m away from the metal entities and the potential probe must be 50 m away. If a metal entity does not connect to the ground system, the distance can be shortened by 1/2 to 1/3. The conductor must be correctly insulated. Select a proper position for the current probe and ensure that the potential of the ground electrode is 0 after the current probe is inserted to the soil. Test the impedance when the soil impedance ratio is high, such as in earlier winter. No electrolyte is allowed around the test area. If the tester is highly sensitive, plug the potential probe shallower; if the tester is not sensitive, moisten the probe. eSpace IAD Troubleshooting 4 FAQs 4 FAQs About This Chapter This topic describes frequently asked questions (FAQs) of users when they use the IAD, including query FAQs and operation FAQs. 4.1 Query-Related FAQs This topic provides query-related FAQs, including how to query devices' IP addresses and version information. 4.2 Operation-Related FAQs This topic provides operation-related FAQs, including how to resolve problems that users encounter in product configuration and information query. 4.1 Query-Related FAQs This topic provides query-related FAQs, including how to query devices' IP addresses and version information. 4.1.1 What Are the Default IP address, User Name, and Password Used to Log In to the IAD? Q: What are the default IP address, user name, and password used to log in to the IAD? A: The default IP address for IAD208E(M), IAD132E(T), IAD1224, and LAN port of IAD101H/102H/104H is 192.168.100.1. The default user name is root, and the default password is admin. 4.1.2 How Do I View the IP Address of the IAD? Q: How do I view the IP address of the IAD? A: The method varies according to the IAD model: For IAD208E(M), IAD132E(T) and IAD1224, connect a phone to the IAD, and dials *127. The IAD automatically plays an announcement indicating the IP address. For details, see the product documentation. eSpace IAD Troubleshooting 4 FAQs For IAD101H/102H/104H, use a network cable to connect a PC to the LAN port on the IAD, and enter telnet 192.168.100.1 in the Run dialog box to log in to the IAD. The default user name is root, and the default password is admin. In the privilege mode, run the display ipaddress command to display the IP address. For details, see the eSpace IAD Product Documentation. 4.1.3 How Do I View the MAC Address of the IAD? Q: How do I view the MAC address of the IAD? A: You can view the MAC address in either of the following ways: Log in to the web management system, and choose Basic Configuration > Network Parameter. Log in to the CLI, and run the enable and configure terminal commands in sequence to enter the global configuration mode. Then run the display mac-address command. NOTE IAD101H/102H/104H supports only the CLI mode. 4.1.4 How Do I View the Physical Sequence Number of the IAD? Q: How do I view the physical sequence number of the IAD? A: You can view the physical sequence number in either of the following ways: Log in to the web management system, and choose Advanced Configuration > UCEMS Configuration. Log in to the CLI, and run the enable and configure terminal commands in sequence to enter the global configuration mode. Then run the display physical-serial-num command. NOTE IAD101H/102H/104H supports only the CLI mode. 4.1.5 How Do I View the Software Version of the IAD? Q: How do I view the software version of the IAD? A: You can view the software version in either of the following ways: Log in to the web management system, and choose Basic Configuration > Version Information. Log in to the CLI, and run the enable and configure terminal commands in sequence to enter the global configuration mode. Then run the display version command. NOTE IAD101H/102H/104H supports only the CLI mode. 4.1.6 How Do I View the System Information? Q: How do I view the system information? A: For details, see Maintenance > Viewing the System Information in the eSpace IAD Product Documentation. eSpace IAD Troubleshooting 4 FAQs 4.1.7 How Do I view the elabel of the IAD? Q: How do I view the elabel of the IAD? A: You can view the MAC address in the following ways: IAD101/102/104H, IAD208E(M) and IAD132E(T) Log in to the CLI, and run the enable and configure terminal commands in sequence to enter the global configuration mode. Then run the display elabel command. IAD1224 Log in to the CLI, and run the enable and configure terminal commands in sequence to enter the global configuration mode. Then run the following commands: − For the CVP, run the display elabel cvp command. − For the backboard, run the display elabel backboard command. − For the ASI or OSU board, run the display elabel pots command. 4.2 Operation-Related FAQs This topic provides operation-related FAQs, including how to resolve problems that users encounter in product configuration and information query. 4.2.1 How Do I Log In to the IAD Management System? Q: How do I log in to the IAD management system? A: You can log in to the IAD management system in the following ways: IAD101/102/104H Use a network cable to connect a PC to the LAN port on the IAD, enter telnet 192.168.100.1 in the Run dialog box, and enter the user name root and password (admin by default). IAD208E(M), IAD132E(T) and IAD1224 − Web mode: Open Internet Explorer, enter http://I P address of the I AD (192.168.100.1 by default) in the address box, and enter the user name root and password (admin by default). − Telnet mode: Enter telnet IP address of the IAD (192.168.100.1 by default) in the Run dialog box, and enter the user name root and password (admin by default). − Local serial port mode: For details, see the eSpace IAD Product Documentation. − SSH mode: For details, see the eSpace IAD Product Documentation. (Only for IAD1224) 4.2.2 How Do I Log In to the IAD If I Forget the Password? Q: How do I log in to the IAD if I forget the password? A: You can log in to the IAD in either of the following ways when you forget the password: Log in to the IAD using Telnet: Enter the user name system and password login on the Telnet login page to log in to the IAD. Manually restore factory settings in the global configuration mode, and restart the IAD. When the IAD restarts, use the default IP address 192.168.100.1, user name root, and password admin to log in to the IAD. eSpace IAD Troubleshooting 4 FAQs Log in to the IAD using the serial port: 1. Use a serial cable to connect the PC and IAD, and restart the IAD. 2. View the messages displayed on the serial port interface. When the following message is displayed, press Ctrl+R: Press CTRL+R to restore vendor-config 3s 3. When the following message is displayed, enter Y or y. The IAD automatically restores to factory settings and restarts. Confirm to restore vendor-config? [Y|N] : 4. When the IAD restarts, use the default IP address 192.168.100.1, user name root, and password admin to log in to the IAD. 4.2.3 How Do I Restore the IAD to Factory Settings? Q: How do I restore the IAD to factory settings? A: You can restore the IAD to factory settings in either of the following ways: Log in to the web management system, and choose System Tool > Maintenance > Restore Default. On the page that is displayed, select Factory setting, and click OK. Restart the IAD for the settings to take effect. Log in to the CLI, and run the enable and configure terminal commands in sequence to enter the global configuration mode. Then run the restore vendor-config command. Restart the IAD for the settings to take effect. NOTE IAD101H/102H/104H supports only the CLI mode. 4.2.4 How Do I Restart the IAD? Q: How do I restart the IAD? A: You can restart the IAD in either of the following ways: Log in to the web management system, and choose System Tool > Maintenance > Restart Device. On the page that is displayed, click Restart Device. Log in to the CLI, and run the enable and configure terminal commands in sequence to enter the global configuration mode. Then run the reboot command. NOTE IAD101H/102H/104H supports only the CLI mode. 4.2.5 How Do I Change the IP Address of the IAD? Q: How do I change the IP address of the IAD? A: For details, see Maintenance > Changing IP address in the eSpace IAD Product Documentation. 4.2.6 How Do I Set the Upper and Lower Limits of the Hookflash Duration? Q: How do I set the upper and lower limits of the Hookflash duration? eSpace IAD Troubleshooting 4 FAQs A: Log in to the CLI, and run the enable and configure terminal commands in sequence to enter the global configuration mode. Then run the dev parameter set command in the following modes: IAD101H/102H Run the devasi parameter set 1 command to set the upper limit, and run the devasi parameter set 2 command to set the lower limit. IAD104H Run the devasi parameter set 3 command to set the upper limit, and run the devasi parameter set 4 command to set the lower limit. IAD1224 Run the devasi parameter set 1 command to set the upper limit, and run the devasi parameter set 2 command to set the lower limit. IAD208E(M), IAD132E(T) Run the devasi parameter set 3 command to set the upper limit, and run the devasi parameter set 4 command to set the lower limit. 4.2.7 How Do I Change the Protocol Mode? Q: How do I change the protocol mode? A: You can do as follows: − To change to the SIP mode, log in to the web management system, choose Advanced Configuration > Protocol Mode, and select SIP; or log in to the CLI, run the enable and configure terminal commands in sequence to enter the global configuration mode, and run the protocol-mode sip command. − To change to the MGCP mode, log in to the web management system, choose Advanced Configuration > Protocol Mode, and select MGCP; or log in to the CLI, run the enable and configure terminal commands in sequence to enter the global configuration mode, and run the protocol-mode mgcp command. NOTE IAD101H/102H/104H supports only the CLI mode. 4.2.8 How Do I Set the VLAN Priority on the IAD? Q: How do I set the VLAN priority on the IAD? A: You can set the VLAN priority in either of the following ways: Use the web management system. For details, see Configuration > Manual Configuration (Web) > Advanced Configuration > Configuring the VLAN in the eSpace IAD Product Documentation. Use the CLI. For details, see Configuration > Manual Configuration (CLI) > Advanced Configuration > Configuring the VLAN in the eSpace IAD Product Documentation. NOTE IAD101H/102H/104H supports only the CLI mode. 4.2.9 How Do I Set the Fax Function on the IAD? Q: How do I set the fax function on the IAD? eSpace IAD Troubleshooting 4 FAQs A: You can set the fax function in either of the following ways: Use the web management system. For details, see Configuration > Manual Configuration (Web) > Advanced Configuration > Setting the Fax Parameters in the eSpace IAD Product Documentation. Use the CLI. For details, see Configuration > Manual Configuration (CLI) > Advanced Configuration > Setting the Fax Parameters in the eSpace IAD Product Documentation. NOTE IAD101H/102H/104H supports only the CLI mode. 4.2.10 How Do I Separate Voice Packets from Data Packets When the IAD132E(T) Connects to a Switch? Q: How do I separate voice packets from data packets when the IAD132E(T) connects to a switch? A: The IAD132E(T) adds tags to voice packets and transparently transfers data packets. The PC does not process packets containing tags. Therefore, you must ensure that the data packets forwarded from the upper-level switch to the IAD132E(T) do not contain tags. Example: Assume that you need to configure voice VLAN 3000 and data VLAN 2565. Data configuration on the IAD132E(T) tag signal vlanid 3000 priority 0 tag media vlanid 2565 priority 0 Data configuration on the switch <TZJJ_S9306>dis cu int g 6/0/24 # interface GigabitEthernet6/0/24 port hybrid pvid vlan 2565 port hybrid tagged vlan 3000 port hybrid untagged vlan 2565 # Return <TZJJ_S9306>