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Getting Started Admin Maintenance Reference
Home > Maintenance > Troubleshooting Message Networking > Platform troubleshooting

Platform troubleshooting

This topic provides information you can use to troubleshoot the system platform, including the serial modem, voice ports, keyboard, and modem.

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.

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.

Cannot assign voice ports

Possible cause
Action
Probable fix
Additional voice port activation has not been purchased by the customer.
Verify the number of voice ports purchased by the customer. Access Global Administration > Customer Options from the 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 Message Networking 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 3 through PCI 1, from bottom to top. Board IDs assignments are as follows: the card in PCI slot 3 is assigned ID 0; the card in PCI slot 2 is assigned ID 1; and the card in PCI slot 1 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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