Avaya 3100 Mobile Communicator Manuel d'utilisateur

Avaya 3100 Mobile CommunicatorTroubleshootingRelease: 3.1Document Revision: 02.03NN42030-700.

10 Overview• Avaya 3100 Mobile Communicator Administration and Security(NN42030-600)• Avaya Deployment Guide (NN42040-301)Avaya 3100 Mobile Communicat

11.Accessing the systemThis module provides information about the ways to access the systemfrom the Web Administration Console and from the command li

12 Accessing the systemPrerequisites• You need the administrator user id and password to perform thisprocedure.• Access the Avaya 3100 Mobile Communic

Changing the Avaya 3100 Mobile Communicator Web Console password 13Variable Valueuser name Default: adminadmin password Default: passwordChanging the

14 Accessing the systemVariable ValueNew password New password for the Admin server.Secure passwords use a mix of letters,numbers and alphabetic chara

Accessing the server command line as superuser 15Attention: Avaya recommends that you immediately changethe password to a more secure password.--End--

16 Accessing the systemProcedure stepsStep Action1Use SSH to connect to the server.2 At the userid prompt, enter nortel3 At the password prompt, enter

17.Troubleshooting unresponsivesystemsThis chapter describes the actions you take if your system becomesunresponsive.1. Work through the troubleshooti

18 Troubleshooting unresponsive systemsAvaya 3100 Mobile CommunicatorTroubleshootingNN42030-700 02.03 15 July 2010.

19.Troubleshooting and maintenance ofAvaya 3100 Mobile CommunicatorThe following modules describe the Avaya 3100 Mobile Communicatortroubleshooting an

Avaya 3100 Mobile CommunicatorRelease: 3.1Publication: NN42030-700Document release date: 15 July 2010© 2008-2010 Avaya Inc.All Rights Reserved.NoticeW

20 Troubleshooting and maintenance of Avaya 3100 Mobile CommunicatorTable 1License file error messages (cont’d.)Error message Description SolutionLice

Using log files 21• Avaya Gateway log• Server log•Error logThe log files are generated on a daily basis, with the current day’s outputoverwriting the

22 Troubleshooting and maintenance of Avaya 3100 Mobile CommunicatorDownloading an individual log fileYou can download a single log file from the Avaya

Using log files 23Procedure stepsStep Action1Click the Tools tab.The Tools page displays.2Scroll to the Server Logs section.3In the redundant configur

24 Troubleshooting and maintenance of Avaya 3100 Mobile CommunicatorAvaya 3100 Mobile CommunicatorTroubleshootingNN42030-700 02.03 15 July 2010.

25.Troubleshooting communication andnetwork problemsThe following modules describe the Avaya 3100 Mobile Communicatorcommunication and network problem

26 Troubleshooting communication and network problemsProcedure stepsStep Action1Click the Tools tab.2 Scroll to the Packet Capture section.3In the red

Disabling Wireshark packet checksum verification 27Procedure stepsStep Action1From the Wireshark Edit menu, select Preferences.2 In the left pane of t

28 Troubleshooting communication and network problemsAvaya 3100 Mobile CommunicatorTroubleshootingNN42030-700 02.03 15 July 2010.

29.Troubleshooting data connectionsbetween Avaya 3100 MobileCommunicator - Client for WindowsMobile and the gatewayUse this procedure to identify wher

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30 Troubleshooting data connections between Avaya 3100 Mobile Communicator - Client forWindows Mobile and the gateway8If the Over the air download pag

31.Troubleshooting client log in problemsUse this section to troubleshoot problems with client log ins.Figure 1 "Troubleshooting tree for client

32 Troubleshooting client log in problemsLog in problem scenario setupThis procedure captures the information required for analysis of theproblem.Figu

Log in problem scenario setup 338Open the packet capture in Wireshark.9In the filter field, enter HTTP || SIPAttention: In the filter, || means logica

34 Troubleshooting client log in problemsClient log in problem analysisUse this process to analyze the data captured.Figure 3Client log in problem ana

Client log in problem analysis 35Figure 4Client log in problem analysis (part 2)Prerequisites• "Log in problem scenario setup" (page 32)Proc

36 Troubleshooting client log in problems5If the log in failed,•Check that the Avaya 3100 Mobile Communicator Gateway isregistered to the SPS.• Check

37.Troubleshooting call terminationproblemsUse this section to troubleshoot problems with call termination.Figure 5 " Troubleshooting tree for ca

38 Troubleshooting call termination problems3. If the call cannot be made, set up the scenario with one client asdescribed in "Call termination p

Call termination problem scenario setup 39Attention: Keep the packet traces as small as possible,especially in a busy system.7 Capture the logs.You ca

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40 Troubleshooting call termination problemsCall termination problem analysisUse this process to analyze the data captured.Figure 7Call termination pr

Call termination problem analysis 41Figure 8Call termination problem analysis (part 2)Avaya 3100 Mobile CommunicatorTroubleshootingNN42030-700 02.03 1

42 Troubleshooting call termination problemsPrerequisites• "Call termination problem scenario setup" (page 38)Procedure stepsStep Action1 In

43.Troubleshooting call originationproblemsUse this section to troubleshoot problems with call origination.Figure 9 " Troubleshooting tree for ca

44 Troubleshooting call origination problems1. Do all clients share the call origination problem? If so, check thetrunking configuration.2. If only a

Call origination problem scenario setup 45Attention: Keep the packet traces as small as possible,especially in a busy system.7 Capture the logs.You ca

46 Troubleshooting call origination problemsCall origination problem analysisUse this process to analyze the data captured.Figure 11Call origination p

Call origination problem analysis 47Figure 12Call origination problem analysis (part 2)Avaya 3100 Mobile CommunicatorTroubleshootingNN42030-700 02.03

48 Troubleshooting call origination problemsFigure 13Call origination problem analysis (part 3)Prerequisites• "Call origination problem scenario

Call origination problem analysis 498If the source and destination numbers are not valid, correct theconfiguration of the numbers.9 In the packet capt

5.ContentsNew in this release 7Features 7Other changes 7Overview 9References 9Accessing the system 11Logging on to the Avaya 3100 Mobile Communicator

50 Troubleshooting call origination problemsAvaya 3100 Mobile CommunicatorTroubleshootingNN42030-700 02.03 15 July 2010.

51.Troubleshooting corporate directorysearch problemsUse this section to troubleshoot problems with corporate directory search.Figure 14 " Troubl

52 Troubleshooting corporate directory search problemsCorporate directory search problem scenario setupThis procedure captures the information require

Corporate directory search problem scenario setup 53You capture the logs now so that you have complete information,in case you need to involve Avaya.8

54 Troubleshooting corporate directory search problemsCorporate directory search problem analysisUse this process to analyze the data captured.Figure

Corporate directory search problem analysis 55Figure 17Corporate directory search problem analysis (part 2)Procedure stepsStep Action1 In the packet c

56 Troubleshooting corporate directory search problems6If the LDAP query request does not return results, check thecorporate directory server logs for

6Troubleshooting call termination problems 37Call termination problem scenario setup 38Call termination problem analysis 40Troubleshooting call origin

7.New in this releaseThe following sections details what’s new in Avaya 3100 MobileCommunicator Troubleshooting (NN42030-700) for Avaya 3100 MobileCom

8 New in this releaseJune 2009 Standard 01.03. This document is issued to support Avaya3100 Mobile Communicator Release 3.0 SU3. Changeswere made to t

9.OverviewThis document provides information about the troubleshooting of theAvaya 3100 Mobile Communicator.Navigation•"Accessing the system"