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Error Conditions

Table 5-1 identifies some of the possible operational problems that might be encountered after successful 4600 Series IP Telephone installation. Problems that might be encountered during installation, and how to conduct a Self-Test of the telephone, are discussed in the “Troubleshooting” chapter of the 4600 Series IP Telephone Installation Guide. The 4610SW IP Telephone User’s Guide, 4620/4620SW IP Telephone User’s Guide, and 4630/4630SW IP Telephone User’s Guide also contain guidance for users having problems with specific 4610SW, 4620/4620SW and 4630/4630SW applications, respectively.

NOTE:

Most of the problems reported by users of a 4600 Series IP Telephone are not likely to be problems with the telephone itself. More likely, the problems will be centered on the LAN, where Quality of Service, server administration, and other issues can impact end-user perception of IP Telephone performance.

Table 5-1. Some Error Conditions in Operation of 4600 Series IP Telephones 
Condition

Cause/Resolution
The telephone continually reboots, or reboots continuously about every 15 minutes.
CAUSE: This is a firmware fault; the MAC address in memory is corrupted.
RESOLUTION: The telephone must be returned to Avaya for repair.
The message light on the telephone turns on and off intermittently, but the telephone never registers.
CAUSE: This is a hardware fault.
RESOLUTION: The telephone must be returned to Avaya for repair.
The telephone stops working in the middle of a call,
AND no lights are lit on the phone and the display is not lit.
CAUSE: Loss of power
RESOLUTION: Check the connections between the telephone, the power supply, and the power jack. For example, verify that either static addressing was not used or that any changes to static addresses were entered correctly.
The telephone stops working in the middle of a call,
AND power to the telephone is fine (and the telephone may have gone through the restarting sequence).
CAUSE: Loss of path to Avaya media server, DHCP Lease expired, or DHCP server not available when telephone attempts to renegotiate DHCP lease.
RESOLUTION: As above. Note that if the telephone is attached to a 30A switched hub, upon loss of Ethernet connectivity, the usual No Ethernet message is not displayed.
The telephone had been working, but does not work now,
AND no lights are lit on the phone and the display is not lit.
CAUSE: Loss of power.
RESOLUTION: Check the connections between the telephone, the power supply, and the power jack.

AND power to the telephone is fine, but there is no dialtone. (Display might show “System Busy”.)
CAUSE: Loss of communication with the PBX switch
RESOLUTION: Check LAN continuity from the PBX to the telephone (using ping or trace-route) and from the telephone to the PBX (by invoking a feature button). Verify the LAN administration has not changed for the Gatekeeper or TN 2302AP boards or the LAN equipment (routers, servers, etc.) between the switch and the telephone. Verify no one has locally changed the telephone settings (by using the VIEW and ADDR codes, as described in the 4600 Series IP Telephone Installation Guide). Verify the volume on the telephone is set high enough. Finally, conduct a self-test.

AND the telephone was recently moved.
CAUSE: Loss of communication with the PBX.
RESOLUTION: As above, but pay particular attention to the possibility that the telephone is being routed to a different DHCP server, or even a different PBX switch. If so, the new server or switch may need to be administered to support the telephone.

AND the network was recently changed (servers upgraded or replaced, your Avaya media server is re-administered, NAT has been added or changed, etc.).
CAUSE: Loss of communication with the PBX.
RESOLUTION: As above.
The telephone works, but the audio quality is poor, specifically:
the user hears echo when speaking on a handset.
CAUSE: Echo from digital-to-analog conversion on your Avaya media server trunk.
RESOLUTION: Verify which trunk is causing the echo, and swap the trunk’s Trunk Termination parameter on the PBX.

the user hears echo on a headset, but not on a handset.
CAUSE: Improper headset adapter.
RESOLUTION: Replace adapter with Avaya’s M12LU or 3412-HIC adapters. The M12LU is recommended, since it supports Automatic Gain Control.

the user is on speakerphone and hears no echo, but the far end hears echo.
CAUSE: Room acoustics
RESOLUTION: Ensure there are six inches or so of blank space to the right of the telephone. If that is insufficient, use the handset.
The telephone works, but the audio quality is poor, specifically:
the user experiences sudden silences (gaps in speech), static, clipped or garbled speech, etc.
CAUSE: Jitter, delay, dropped packets, etc.
RESOLUTION: One or more Quality of Service (QoS) features should be implemented in the network (See Chapter 3 of the 4600 Series IP Telephone Installation Guide).
CAUSE: Improper (non-Category 5) wiring.
RESOLUTION: Replace non-Category 5 wiring with Category 5 wiring.
The 4612 or 4624 IP Telephone works properly except the phone does not ring.
CAUSE: The Ringer Off (RngOF) softkey feature has been activated.
RESOLUTION: Use the softkey Menu option to access the RngOF feature. A downward-pointing triangle means the Ringer is off. Ensure the triangle points up. Also, check the Volume setting on the telephone. Finally, do a Self-test on the telephone.
The telephone works properly except for the speaker.
CAUSE: The Speaker was turned off on the PBX.
RESOLUTION: Administer the PBX to allow that station’s speaker to operate. If that does not work, do a Self-test on the telephone.
The telephone works properly, except incoming DTMF tones are not received.
CAUSE: The TN2302AP board does not pass in-band DTMF tones.
RESOLUTION: None; the board is operating as designed.
The telephone works properly, except sidetone DTMF is not heard.
CAUSE: PBX suppresses sidetone DTMF.
RESOLUTION: On PBX administration, on the Change-System-Parameters screen, enable On-Hook Dialing. If the user has Hands-Free Answer (HFA) and answers the call on the telephone’s speakerphone, then switches to the handset, pressing the dialpad buttons does not send DTMF tones. This is a known bug, and the only current resolution is to disable HFA.
Hands-Free Answer (HFA) is administered but the telephone did not automatically answer a call.
CAUSE: HFA only works if the telephone is idle. If a second call comes into the telephone while the first call is in progress (including ringing before the first call is answered), the second call is ignored.
RESOLUTION: None.
The TFTP application terminates and asks for registration.
CAUSE: Non-Avaya shareware or freeware TFTP applications often cease operating to request registration.
RESOLUTION:
Short-term: Restart the application.
Long-term: Register the product or replace it with an application that does not behave this way (for example, Avaya’s TFTP application).
The TFTP script file is ignored or not used by the telephone









AND the TFTP server is a LINUX or UNIX system.



AND telephone administration was recently changed.
CAUSE: The telephone expects lines of the script file to terminate with a <Carriage Return><Line Feed>. Some UNIX applications only terminate lines with <Line Feed>. Editing the script file with a UNIX-based editor can strip <Carriage Return>s from the file, causing the entire file to be treated as a comment, and thus be ignored.
RESOLUTION: Edit the script file with a Windows-based editor, or another editor that does not strip out the <Carriage Return>.
CAUSE: UNIX and LINUX systems use case-sensitive addressing and file labels.
RESOLUTION: Verify the file names and path in the script file are accurately specified.

CAUSE: The 46xxupgrade.scr file was mis-edited, renamed, etc.
RESOLUTION: Download a clean copy of the 46xxupgrade.scr file from the Avaya Support website, and do not edit or rename it. Make any customization changes only to the 46xxsettings file, as discussed in Chapter 4, .
Power to the telephone is interrupted while the telephone is saving the application file and the TFTP application hangs.
CAUSE: The TFTP server hangs if power is interrupted while a telephone is saving the application file.
RESOLUTION: Restart the TFTP server.
The DHCP server indicates the 4600 Series IP Telephone reports itself as a Token Ring device, and refuses to provide the telephone an address.
CAUSE: Early versions of the 4600 Series IP Telephones erroneously report being a Token Ring device. With most DHCP servers, this does not matter. Some LINUX servers, however, will refuse to issue addresses to Ethernet devices reporting to be Token Ring devices.
RESOLUTION: Administer the DHCP server to delete all MAC and IP addresses associated with Lucent Technologies or Avaya, or allow the associated DHCP leases to expire.
The user indicates a 4610SW/4620/4620SW-specific or 4630/4630SW-specific application is not accessible.
CAUSE: The 46xxsettings script file is not pointed to accurately, or is not properly administered to allow the application.
RESOLUTION: Assuming the user is meant to have that application, verify the 46xxsettings script file is properly specified for your system, including case (if your TFTP server is UNIX or LINUX) and extension. Then, verify all the relevant parameters (as indicated in Table 4-6 and Table 4-7 , as appropriate) are accurately specified in the 46xxsettings file.

There are three areas where installers can troubleshoot problems before seeking assistance from the system or LAN administrator:

  1. Check the wiring (power and Ethernet) for the following:

  1. If you are using static addressing, do the following:
  2. If the 4600 Series IP Telephone is not communicating with the system (DHCP, TFTP, or Media Server), make a note of the last message that was displayed and consult the system administrator.

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