TCP/IP LAN Connection Troubleshooting Procedures

If the Avaya INTUITY system fails the Send & Receive Test Packets To & From test, complete the following procedures:
 

1. Check the status of the two LEDs on the faceplate of the LAN connection. The green LED, which indicates the integrity of the link, is lit when the link is established. The amber LED, which indicates activity, is lit when data is being transmitted.
   
2. Check the Alarm log to verify that there are no digital connection failures on the system.
3. Check the condition of the LED on the LAN connector after you have readministered the network interface type. If the LED is lit, retry the send-and-receive-packets test by using the test IP address.

If the LED on the LAN connector faceplate is not lit, the network interface card, cable, or the hub device could be bad:

• If the connection is live, contact your remote support center about replacement of the integrated network interface card.

• If the cable to the LAN is not live, contact the customer LAN administrator or system administrator.

4. Visually inspect the faceplate of the LAN connection. The LED on the faceplate flashes if the network interface card is sensing packets on the LAN. On LAN networks, each machine reads all of the packets transmitted to and from other machines on the network and ignores the packets not addressed directly to that machine. At this stage, the Avaya INTUITY system needs to be sensing packets on the LAN:
   • If the LED is flashing to indicate that the Avaya INTUITY system is sensing packet transmission on the LAN, continue with Step�5.
   • If the LED is not flashing, the card could be faulty. Continue with Step�5, and if the LED does not flash, contact your remote support center.
5. Visually inspect the cable and the cable connection. Test the tightness of the connection:
   • If the connection is tight, continue with Step 6.
   • If the connection is loose, tighten the cable and retry the send-and-receive-packets test. If the test fails again, continue with Step 6.
6. Verify that a CAT5 LAN cable is being used.
7. Disconnect the CAT5 LAN cable and verify that the cable to the LAN is functional:
   • If the connection is functional, continue with Step 7.
   • If the cable to the LAN is not functional, contact your LAN administrator or system administrator.
     
8. Verify the TCP/IP addressing and network interface card configuration administration. Return to Administering TCP/IP LAN Connectivity and follow the procedure listed:
   • If the addressing is correct, click Cancel so that no changes are saved and then continue with Step�8.
   • If the addressing or card configuration is incorrect, readminister TCP/IP networking by using the Configuring Network Addressing page. Retry the send-and-receive-packets test. If this test fails again, continue with Step�8.
9. Ask the LAN administrator or the system administrator to verify that the information entered on the Network Addressing page is correct:
   • If all of the information matches what you administered on the Avaya INTUITY system, continue with Step 9.
   • If the information for the Avaya INTUITY system is not correctly administered for the LAN, readminister the Networking Addressing page and reboot the system. Try the send-and-receive-packets test again.
10. Diagnose the session layer.
11. If the send-and-receive-packets test fails after you have readministered and rebooted the Avaya INTUITY system, ask the administrator to attempt a PING test to the Avaya INTUITY system. If the administrator reports a failure to you but indicates that the customer LAN is operational, contact your remote support center.
     

Avaya service technicians dispatched for Avaya INTUITY system installation are not responsible for the installation, administration, or test of communications between customers' personal computers and the LAN. Customers need to seek service as directed by their LAN administrator to resolve problems with their LAN.

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