Platform Troubleshooting

This topic provides information you can use to troubleshoot the platform, including the browser, serial modem, voice ports, keyboard, and modem. Select one of the following links:

• The Netscape Browser Will Not Allow Entry
• Cannot Tab in Messaging Administration Window
• No Messaging Administration Window
• The Serial Modem Does Not Answer
• Remote Login through USB Modem Does Not Offer ASG Challenge
• The Voice Ports Are Answering in Standalone Mode
• Cannot Assign Voice Ports
• The Keyboard Is Not Operating
• The Monitor Is Not Operating
• The Analog-line Interface Card Is Not Recognized by the INTUITY AUDIX System

 

The Netscape Browser Will Not Allow Entry

Possible Cause	Action	Probable Fix
The system software was updated, but not the security certificate.	Attempt to login to the system. Login blocked.	Follow the procedure in Replacing the Security Certificate.

Cannot Tab in Messaging Administration Window

Possible Cause	Action	Probable Fix
Keyboard disconnected.	Check keyboard connection.	Reinsert keyboard cable.
Microsoft Internet Explorer uses an invalid Java Runtime Environment (JRE) version.	Arrow keys can be used to move from field to field, but Tab key does not work. Check for Java version number 1.4.1, which has this issue.	Install a different version of the Java Runtime Environment in the browser. An older version does not have this issue. You can find this version at Sun's 1.3.1_07 archive page. From the JRE column, select the appropriate check box. You can also install a newer version of the JRE, but these versions have not been tested as of publication date. Go to Sun's getjava page using the browser in which you intend to load the new JRE. Note: Only download the JRE, not the SDK. The SDK is much larger and includes features you do not need.

No Messaging Administration Window

Possible Cause	Action	Probable Fix
Microsoft Internet Explorer does not use a compatible Java Runtime Environment (JRE).	No Messaging Administration window display after Internet Explorer version is updated. New Microsoft operating service packs or updates may also remove the Microsoft Virtual Machine.	Install a different version of the Java Runtime Environment in the browser. An older version does not have this issue. You can find this version at Sun's 1.3.1_07 archive page. From the JRE column, select the appropriate check box. You can also install a newer version of the JRE, but these versions have not been tested as of publication date. Go to Sun's getjava page using the browser in which you intend to load the new JRE. Note: Only download the JRE, not the SDK. The SDK is much larger and includes features you do not need.

The Serial Modem Does Not Answer

Possible Cause	Action	Probable Fix
There is no power to the modem.	Check the power source.	Apply power to the modem.
The modem is not connected.	Verify that the modem is connected properly.	Connect the modem correctly.

Remote Login through USB Modem Does Not Offer ASG Challenge

Possible Cause	Action	Probable Fix
Access Security Gateway (ASG) is not valid through a USB modem.	None.	ASG challenges are valid only through serial modems. Change to a serial modem.

The Voice Ports Are Answering in Standalone Mode

Possible Cause	Action	Probable Fix
The voice port administration does not match the extension numbers attached to the ports.	Verify that the voice port administration matches the extensions to which the voice ports are attached.	Change the voice port assignment to match the extensions to which the ports are connected.
The link to the switch is out of service.	Check the link to the switch.	Release the link.
Subscribers have the wrong PBX assigned.	Verify that the correct PBX is entered in the Switch Number field on page 1 of the Subscriber screen.	Assign the correct switch in the subscriber profile. Verify that the assigned switch is defined correctly in the system's switch administration.

Cannot Assign Voice Ports

 

Possible Cause	Action	Probable Fix
Additional port activation has not been purchased by the customer.	Verify the number of ports purchased by the customer. Access Global Administration > Customer Options from the main Administration menu. Check the number of voice ports listed.	Contact sales personnel.

The Keyboard Is Not Operating

Possible Cause	Action	Probable Fix
The keyboard is not plugged in properly.	Check the keyboard connection.	Disconnect and reconnect the keyboard.
The keyboard is "frozen."	Check the keyboard connection.	Reboot the system.

The Monitor Is Not Operating

Possible Cause	Action	Probable Fix
The monitor has not been turned on.	Check the monitor switch.	Turn on the monitor.
The monitor brightness has been turned down.	Check the monitor brightness knob.	Turn up the brightness.

The Analog-line Interface Card Is Not Recognized by the INTUITY AUDIX System

Possible Cause	Action	Probable Fix
The cards are incorrectly numbered.	There is nothing to check in this instance. If this is the suspected problem, continue with the probable fix.	Check the board IDs of the installed cards. To this, you must get inside the platform. Analog-line interface cards are placed in the slots numbered PCI 5 through PCI 3, from bottom to top. Board IDs assignment are as follows: the card in PCI slot 5 is assigned ID 0; the card in PCI slot 4 is assigned ID 1; and the card in PCI slot 3 is assigned ID 2. If necessary, change the board IDs of the incorrect cards and then replace the PC cover and restore power.
A card is not properly seated in the slot.	Follow the procedures to get inside the PC and verify that the card is properly seated in the slot.	If the card is not properly seated, correct the seating of the card and then follow the procedures to return power and replace the PC cover.

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