2.16 Troubleshooting

Problem: The Discovery_NortelCS Knowledge Script job created NetworkDevice and NortelCS1000 Call Server resource objects, but did not create CS1000 Signaling Server, VGMC, MC32S, or MGC objects.

Reason 1: TLAN IP addresses were used instead of ELAN IP addresses when specifying which devices to discover in Discovery_NortelCS.

Solution 1: Contact your CS1000 system administrator for the appropriate ELAN IP address. You cannot discover TLAN IP addresses.

Reason 2: The correct SNMP read/write community strings for the devices were not configured in AppManager Security Manager.

Solution 2: Contact your CS1000 system administrator for the correct SNMP read/write community strings. Then configure them in Security Manager. For more information, see Section 2.6, Configuring SNMP Community Strings.

Problem: The Discovery_NortelCS Knowledge Script job did not create NortelCS1000 or Network Device resource objects in the AppManager console. In addition, the Discovery job raised one of the following event messages:

NortelCSE1K.Discover returned -7
Failed to discover device.
device: 10.42.1.11
error:
Error was detected at Mon Sep 13 13:55:57 2004
Error was detected by the Console.
The return code was 1.
CHR0403: The request for Discover Device Vendor and Type from Device 10.42.1.11 failed.
CHR0392: AN SNMP request sent to 10.42.1.11 timed out.

or

NetworkDevice.Discover returned -7
Failed to discover device.
device: 10.42.1.11
error:
Error was detected at Mon Sep 13 13:53:25 2004
Error was detected by the Console.
The return code was 1.
CHR0403: The request for Discover Device Vendor and Type from device 10.42.1.11 failed.
CHR0386: AN SNMP request to 10.42.1.11 failed, returning Generic error (password length too short.)

Reason: The SNMP community strings for the CS1000 devices were not specified or were specified incorrectly in AppManager Security Manager.

Solution: Contact your CS1000 system administrator for the correct SNMP community strings. Then configure them on the Custom tab of Security Manager. For more information, see Section 2.6, Configuring SNMP Community Strings.

Problem: For CS1000 versions 4.0 and later, the Discovery_NortelCS Knowledge Script job did not find IP phones in the Call Server Entity MIB.

Reason: The proper Overlay 117 commands were not issued.

Solution: Issue the proper Overlay 117 commands. For more information, see Section 4.6.5, Configuring the Call Server to Count IP Phones.

Problem 1: The GetOMReport script failed with the following event message:

NortelCSE1K.GetOMReport returned -18
The AM agent’s built-in FTP server failed to start. Perhaps the IIS FTP server is running.

Reason 1: The IIS FTP server is running and preventing the proxy agent computer’s FTP server from starting.

Solution 1: Open the Internet Information Services (IIS) Manager and stop the FTP service. Then rerun the GetOMReport script.

Problem 2: The GetOMReport script failed with the following event message:

NortelCSE1K.GetOMReport returned -18
CHR0412: FTP from Nortel CS server <IP address> to AM proxy agent <IP address> failed with return code 4 (FTP error).

Reason 2: You installed Avaya software load MGCCAD35 or later on the Media Gateway Controller. This software load prevents the retrieval of OM reports until after midnight on the day you install the software load.

Solution 2: Schedule the GetOMReport script to run after midnight.

Problem: The GetOMReport script job remained in Running state and never completed its iteration or raised an event.

Reason: The proxy agent computer is attempting to access the CS1000 TLAN rather than the ELAN.

Solution: Ensure you cannot reach the TLAN from the proxy agent computer. Ensure you installed and configured the IIS FTP service; and ensure you performed all required Security Manager configuration.

Problem: An error message indicated the inventory process failed during discovery and that no IP phones could be counted.

Reason: You did not issue the Overlay 117 commands to set up the inventory process on the Call Server.

Solution: Run the proper commands. For more information, see Section 4.6.5, Configuring the Call Server to Count IP Phones.

Problem: The inventory process of the Discovery_NortelCS Knowledge Script job took a long time to complete.

Reason: As part of the discovery process, AppManager takes an inventory of the phones in your CS1000 environment. The Call Server runs this task, which is low priority. If the Call Server is busy with higher priority items, it will not spend much time on inventory. Therefore, the inventory process could take a long time, perhaps up to two days depending on the number of phones.

Solution: Run Discovery_NortelCS at a less-busy time for your Call Server. By default, discovery runs weekly, on Sunday at 3 AM.

Problem: The SS_CallQuality, SS_H323Stats, SS_Registration, and SS_SIPStats Knowledge Scripts did not generate data streams or raise events.

Reason: By default, these scripts run at ten minutes past the hour. This default accommodates the schedule of the GetOMReport Knowledge Script, which runs at five minutes past the hour. In turn, the default for GetOMReport accommodates the schedule for the OM report, which is created at the top of each hour.

If you start a monitoring script job at 15 minutes past the hour, you will not see any action for another 55 minutes.

Solution 1: Wait. The scripts are operating as designed.

Solution 2: To see immediate results, run the GetOMReport Knowledge Script with a schedule of “Run Once.” Then run the CallQuality, H323Stats, Registration, or SIPStats script with the same schedule. With this schedule, you receive immediate, one-time-only results.

Problem: The BMZ_CallQuality Knowledge Script did not retrieve call quality data from the Zone Traffic MIB.

Reason 1: You did not apply the prerequisite patch for the Signaling Server.

Solution 1: For Signaling Server version 4.50, apply Avaya patch MPLR21714. The patch requires configuration of the Call Server. For more information, see the patch Readme file. Obtain the patch and Readme from your Avaya support and maintenance provider.

Reason 2: A user or application is logged into the Call Server when the Signaling Server attempts to retrieve zone statistics from the Call Server. The Signaling Server uses a special login to issue Overlay commands that allow it to retrieve zone statistics. The Overlay commands cannot retrieve statistics from a Call Server that is in use at the time of retrieval.

Solution 2: None, except to understand why the zone statistics were not retrieved.

Reason 3: Access to the QoS MIB is not enabled.

Solution 3: Create the snmpqosq user account, which provides access to the QoS MIB. For more information, see Section 4.2.7, Enabling Access to the Signaling Server QoS MIB for CS1000 version 5.x.

Problem: The SS_CallQuality and SS_Registration Knowledge Scripts did not retrieve data for the phone models specified in the Phone model selection parameter.

Reason: The names of phone models changed with CS1000 versions 4.5, 5.0, and 6.0.

Solution: Before entering a regular expression in the Phone model selection parameter, verify the names of the phone models specific to the version of your Signaling Server.