LAN Link Troubleshooting Procedures

LAN Link Troubleshooting Procedures

Overview

This section contains basic troubleshooting procedures for use if the LAN link does not start up or stops operating. The procedures in this section include:

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:
Start at the Avaya Intuity Main Menu and select:
Customer/Services Administration
	Log Administration
		Alarm Log
The system responds by displaying the Alarm Log Display Selection Window.

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.

If the alarm reports a condition other than a link problem, contact technical support.
Diagnosing the LAN Link

Note: 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:
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. See the table for Link Diagnostics Fields for an explanation of the fields that appear in Link Diagnostic window.
When troubleshooting, make sure that the link is UP (Link Status field) and a session is UP (Session Status field). If the link or session is DOWN, some troubleshooting measures are discussed in the sections that follow.

Table: Link Diagnostics Fields

Field

Explanation

Switch Number

A unique identifier for each switch in a network.

Link Status

Displays the status of the physical connection between the switch and Intuity AUDIX system. If the link status displays UP, it means that the connection is complete and a session can be started.

Session Status

Indicates whether the application is communicating with the switch. If the session status displays UP, it means that data messages are being exchanged between the Intuity AUDIX system and the switch.

Note: Session Status can by UP only if the Link Status is UP. In other words, the physical connection must be working for the application to work.

Link Status DOWN

The LAN link could be DOWN due to the following reasons:

Bad cables. Try different cables to see if the physical connection comes up.

Faulty Ethernet card. Check with your LAN or hardware administrator.

The specified TCP/IP address or the port number could be wrong. Check with your LAN or system administrator for the correct TCP/IP address or port number.

Switch might not be UP. Check whether the switch is running on the specified port.

Note: If there are packet errors that last 16 minutes, the system will reinitialize. In some cases, the reinitialization will cause the link to come up.

Link Status UP, Session Status DOWN

The Session Status could be DOWN due to one or more of the following reasons:

Voice system not running. Make sure that the voice system is running on the Intuity AUDIX system.

Errors in administration. Check the link administration on both the switch and the Intuity AUDIX system. If the administration appears correct, escalate to technical support.

Session Connect Message (SCM) packet not properly formatted. In such a case, the switch generates a session reject message (SRM), and a major alarm is raised. This happens very rarely. Check with technical support for further assistance.

A system acceptance message (SAM) not received with a specified period after an SCM is sent. The session may not come up. In such a case, the system will automatically keep on trying to set up a new session.

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 there is no data from the switch, the system will bring down the LAN link and then reset the link. If this continues to happen, escalate to technical support.

Diagnosing the Session Layer

The Session Layer Diagnostics screen provides information on the status of the session.
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. See the table for Session Layer Diagnostics Fields for an explanation of the fields that appear in the Session Layer Diagnostics Window.

Table: Session Layer Diagnostics Fields

Field

Values

Explanation

Switch Number

1-64

A unique identifier for each switch in a network.

Session State

IDLE

Trying to establish the TCP/IP link. Press Refresh (F5) to see if the session state changes to the DATA state. If the IDLE state continues, reboot the Intuity AUDIX system. If the reboot does not fix the problem, escalate to technical support.

WSA

Waiting for a Session Acceptance (WSA) message. This means that the TCP/IP link is up and an SCM (Session Connect Message) has been sent. Check the link administration on the switch and the Intuity AUDIX system. If the administration is correct, escalate to technical support.

DATA

Link is up. The link is ready to send and receive 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.

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

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

Note: 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.

Table: Link Diagnostics Fields
Field	Explanation
Switch Number	A unique identifier for each switch in a network.
Link Status	Displays the status of the physical connection between the switch and Intuity AUDIX system. If the link status displays UP, it means that the connection is complete and a session can be started.
Session Status	Indicates whether the application is communicating with the switch. If the session status displays UP, it means that data messages are being exchanged between the Intuity AUDIX system and the switch.

Note: Session Status can by UP only if the Link Status is UP. In other words, the physical connection must be working for the application to work.

Note: If there are packet errors that last 16 minutes, the system will reinitialize. In some cases, the reinitialization will cause the link to come up.

Table: Session Layer Diagnostics Fields
Field	Values	Explanation
Switch Number	1-64	A unique identifier for each switch in a network.
Session State	IDLE	Trying to establish the TCP/IP link. Press Refresh (F5) to see if the session state changes to the DATA state. If the IDLE state continues, reboot the Intuity AUDIX system. If the reboot does not fix the problem, escalate to technical support.
WSA	Waiting for a Session Acceptance (WSA) message. This means that the TCP/IP link is up and an SCM (Session Connect Message) has been sent. Check the link administration on the switch and the Intuity AUDIX system. If the administration is correct, escalate to technical support.
DATA	Link is up. The link is ready to send and receive 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.

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