LAN Link Troubleshooting Procedures

This section contains the following basic troubleshooting procedures to perform if the LAN link stops operating or does not start up:

• Checking for LAN Link Alarms
• Diagnosing the LAN Link


 


Note: By diagnosing the LAN link you verify that the physical link between the system and the switch is functional.

• Diagnosing the Session Layer


 


Note: By diagnosing the session layer you verify that the software applications on the Intuity system and the switch are integrated.

Checking for LAN Link Alarms

To check for LAN link alarms:

1. Start at the Avaya Intuity Main Menu and select:

Customer/Services Administration

	Log Administration

		Alarm Logs

The system responds by displaying the Alarm Log Display Selection Window.

2. Determine your next step:
• If the alarm is about the link or if the system does not have an alarm, continue with Diagnosing the LAN Link.
   
  

  Note: See the Intuity Messaging Solutions Release 5 documentation for information on LAN link alarms.

• If the alarm reports a condition other than a link problem, call your remote support center.

Diagnosing the LAN Link

Important! This troubleshooting procedure can only be used when the voice system is stopped. This troubleshooting procedure is not supported if the voice system is started.

To diagnose the LAN link:

1. Start at the Avaya Intuity Main Menu and select:

Customer/Services Administration

	Diagnostics

		Switch Link Diagnostics

			Link Diagnostics

The system responds with the Link Diagnostics Window.

2. Verify that the Link Status field and the Session Link Status fields are UP.
• If both the Link Status and the Session Link Status fields are UP, continue with Diagnosing the Session Layer.
• If the Link Status or Session Link Status fields are down, continue with Step�3.
   
  

  Note: The Session Status field can be UP only if the Link Status field is UP.

3. If the LAN link status is down:
• The LAN circuit card could be faulty. See the LAN administrator.
• The TCP/IP address or the port number may be wrong. See the LAN or system administrator to confirm the TCP/IP address and port number.


 


Note: See the Intuity Messaging Solutions Release 5 documentation CD-ROM for more information on IP addresses.

• The switch may not be up. Confirm that the server is running on the specified port.

4. If the Session status is down and the LAN link is UP:
• The Session Connect Message (SCM) packet may not be formatted properly.

If the SCM packet is not properly formatted, the switch generates a Session Reject Message (SRM), and a major alarm is raised. Call your remote support center if this major alarm is raised.

• When a System Acceptance Message (SAM) is not received within a specified time after an SCM is sent, the session may not come up. If the message is not received, the system will continue to try to set up a new session.
• If the session is up and Data Acknowledgment and Keep Alive Acknowledgment timers are timed out, the session will go down after waiting for a specified period for data from the switch. If the system is not receiving data from the switch, the system will bring down and then reset the link.
5. Check to see if the voice system is running. If the voice system is not running, call the remote support center.
6. Verify that the switch is sending information by diagnosing the session layer. If the switch is not sending information, call the remote support center.

Diagnosing the Session Layer

To diagnose the session layer:

1. Start at the Avaya Intuity Main Menu and select:

Customer/Services Administration

	Diagnostics

		Switch Link Diagnostics

			Session Layer Diagnostics

The system responds with the Session Layer Diagnostics Window.
 


Note: The Session State field must display DATA for you to check the TSM and RSM values.

If data messages are being exchanged, you can keep refreshing this window to check whether or not the TSM and RSM values are being properly incremented. If the TSM and RSM values are not incrementing, the data exchange is not occurring.

See the following table for descriptions of the session layer diagnostics fields.
 

Table: Session Layer Diagnostics Fields

Field	Values	Description
Switch Number	–	A unique identifier for each switch in a network.
Session State	IDLE	Attempting to establish TCP/IP link. Note: Reboot the system if the Session State field remains at IDLE. The physical link may be down.
	WSA	Waiting for Session Acceptance message. The TCP/IP link is up and the Session Connect Message (SCM) has been sent. Note: There may be a translation problem if the Session State field remains at WSA. If the link is up, check the TCP/IP administration, perform a PING test, and call the remote support center if the link is not functioning properly.
	DATA	Link is functioning properly. Ready to send messages.
Transmit Sequence Number (TSM)	From 1 to 255 and then resets to 1 Note: The number shown in this field is insignificant. Whether or not this field is incrementing is significant.	AUDIX appends a sequence number to data messages before they are transmitted. This field shows the sequence in which messages are being transmitted. Note: If there are no calls, the TSM numbers will not increment. Generate test calls to test the TSM, if necessary.
Receive Sequence Number (RSM)	From 1 to 255 and then resets to 1 Note: The number shown in this field is insignificant.Whether or not this field is incrementing is significant.	The switch appends a sequence number to data messages before they are sent. This field shows the sequence in which messages are being received. Note: If there are no calls, the RSM numbers will not increment. Generate test calls to test the RSM, if necessary.

http://www.avaya.com Avaya UCS Information Development