Nortel BCM50 Troubleshooting Manual

Also see for BCM50: Configuration guide Installation and maintenance guide Keycode Installation Guide Integration guide Installation and configuration guide

Contents

Contents 7BCM50 Troubleshooting GuideUsing the Knowledge and Solution Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Chapter 10Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Backup, restore, and reset operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79How do I back up the database? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79How do I restore the BCM50 from a previous backup? . . . . . . . . . . . . . . . . . . . . 80How do I complete a Warm Reset or Cold Reset? Is it safe and will I lose customer data? 80Password protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81How do I recover a lost password for the BCM50? . . . . . . . . . . . . . . . . . . . . . . . . 81Fault management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82How do I view Alarms? Can I acknowledge and clear them? . . . . . . . . . . . . . . . . 82System and status information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83How do I capture the logs from the BCM50? . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83How do I capture the current BCM50 configuration? . . . . . . . . . . . . . . . . . . . . . . 85How do I find the BCM50 system health? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86How do I show specific process states? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86How do I verify current software revision? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86How do find the BCM50 System ID and Serial Number? . . . . . . . . . . . . . . . . . . . 87Chapter 11Contacting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Gathering critical information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Getting Help from the Nortel Web site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Getting help over the phone from a Nortel Solutions Center . . . . . . . . . . . . . . . . . . . . 90Getting help from a specialist by using an Express Routing Code . . . . . . . . . . . . . . . 91Getting help through a Nortel distributor or reseller . . . . . . . . . . . . . . . . . . . . . . . . . . . 91