Table Of Contents
Troubleshooting Hardware Errors
Identifying Power Supply Faults
Monitoring Internal Operating Temperature
Connecting Too Many Phones to the VG248
Resolving Additional Hardware Errors
Troubleshooting Software Errors
Resolving Network and System Errors
Resolving Cisco CallManager Errors
Resolving Voice Mail Errors and Warnings
Upgrading or Restoring Software Images
Suspending Voice Mail Port Activity
Resolving an Incomplete Upgrade
Verifying Network Connectivity
Validating the SMDI Connection and Configuration
Displaying Status and Configuration Settings
Displaying Detailed Port Status
Displaying Current Configuration
Displaying VG248 Device Configuration
Monitoring the CPU Utilization
Monitoring System Status Remotely
Identifying a Specific Syslog Server
Selecting Logging Levels and Logged Ports
Understanding Sub-Systems on the VG248
Resolving Incorrect Date and Time in Event Log
Troubleshooting the VG248
The VG248 includes several built-in troubleshooting and diagnostic features. Use these sections for details about troubleshooting:
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Troubleshooting Hardware Errors
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Troubleshooting Hardware Errors
The VG248 can identify some potential hardware problems with the fans, power supplies, the operating temperature, and other hardware systems.
These sections provide information about how the VG248 identifies these potential problems and how to resolve them:
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Displaying Hardware Status
If potential hardware failures are detected, warning messages appear on the main interface window. However, you can also proactively monitor the current operating environment on the VG248.
Procedure
To do this, follow these steps:
Step 1
Step 2
The following information about the VG248 displays:
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The voltages and temperatures are indicated with the actual values and "okay", "too high", or "too low" annotating the values. The fan status is identified as "okay" or "faulty".
Identifying Fan Faults
If a fan fault is reported, it indicates that one (or more) of the fans is not functioning. You should verify that nothing is lodged in the holes in the rear of the device, but do not make any attempt to open the device or move the fans. You should contact a technical support representative from Cisco Systems for assistance.
Identifying Power Supply Faults
The internal DC supply voltages are measured continuously (+1.8v, +3.3v, +5.0v, +12.0v, -48v, -96v).
The 1.8v and 3.3v voltages must be within +/- 6% of nominal, and the others must be within +/- 10%. If any of these values are outside this range, then the VG248 reports a power supply fault.
If the phone power supplies (-48v and -96v) fail, it might indicate that the VG248 is overloaded. Verify that you have not exceeded the maximum ringer equivalency number (REN) load for each line. You should only have a maximum REN load of three (3). Because some devices might have a REN load greater than one (1), you cannot necessarily connect three devices to the chain.
If one of the other power supplies fails, you should contact a Cisco technical representative for assistance.
Monitoring Internal Operating Temperature
The VG248 monitors its internal temperature to ensure that it is operating within the specified limits (the ambient operating environment should be 0° to 40° C or 32° to 104° F). If the VG248 identifies internal temperatures too low or too high, it generates warning messages. Continuing to operate at ranges exceeding these limits (either too low or too high) can damage the VG248.
If the operating temperature of the VG248 is too low, there is a risk of condensation forming inside the device. You should move the device to a warmer location to prevent this.
If the operating temperature of the VG248 is too high, you should move the device to a cooler location with improved ventilation. The internal fans on the VG248 maintain the internal temperature consistent with the ambient environment. Therefore, if the device is in a location that is too warm, its internal temperature is more likely to exceed the limits.
There are two levels of high temperature alert:
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Connecting Too Many Phones to the VG248
The VG248 has a maximum ringer equivalency number (REN) load of three (3) per line (using a shared directory number), and only two devices can be off-hook at any one time. Because some devices might have a REN load greater than one (1), you cannot necessarily connect three devices to the chain. If these requirements are ignored, you might experience reduced quality on these analog phones, including:
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Resolving Additional Hardware Errors
Table 6-1 describes errors and warnings that might appear on the VG248 either on-screen or in the event log (see the "Working with the Event Log" section for details on accessing the event log) which are caused by a hardware fault. Use this information to resolve these errors.
Troubleshooting Software Errors
The VG248 displays informational messages and errors on-screen or in the event log (see the "Working with the Event Log" section for details on accessing the event log), which indicate potential software problems, such as misconfiguration, time-outs, unreachable servers, and so on.
The following sections provide details about resolving these errors:
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Resolving Network and System Errors
Table 6-2 describes errors and warnings that might appear on the VG248 either on-screen or in the event log (see the "Working with the Event Log" section for details on accessing the event log), which are caused by a misconfiguration or miscommunication with the network or system settings. Use this information to resolve these errors.
Table 6-2 Network and System Errors and Warnings Explanation
DHCP
Invalid TFTP information received from DHCP server
Although the VG248 received TFTP information from the DHCP server, it was not valid.
The VG248 might not have enough information to retrieve telephony port configuration or register with Cisco CallManager.
Check configuration of DHCP server. If errors persist, assign a static IP address and manually enter settings for the TFTP server. Refer to the "Configuring Network Settings" section for details on assigning a static IP address.
DHCP
IP address cannot be allocated
No DHCP server responded to the request.
Check configuration of DHCP server. If errors persist, assign a static IP address. Refer to the "Configuring Network Settings" section for details on assigning a static IP address.
DHCP
IP address conflict with device <address>
The DHCP server allocated an IP address to the VG248 that is already in use by another device on the network.
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DHCP
IP address refused
The DHCP server rejected the VG248's request for an IP address.
Check configuration of DHCP server. If errors persist, assign a static IP address. Refer to the "Configuring Network Settings" section for details on assigning a static IP address.
DHCP
Network interface will be shut down
A previous error caused the network interface to be shut down.
Check the event log for errors.
DHCP
Static IP address conflict with device <address>
The VG248 has a static IP address that is already assigned to another device on the network.
Assign a different static IP address for either the VG248 or the conflicting device. Refer to the "Configuring Network Settings" section for details on assigning a static IP address.
DNS
No response from primary server
The DNS server failed to respond to one or more requests from the VG248.
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DNS
Server address not configured
A DNS query has been attempted, but no DNS server has been configured.
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DSP
DTMF tone transmit buffer overflow
There is a finite number of DTMF tones that can be queued up to be played through the VG248's analog ports. Each of these tones takes about 200 milliseconds to be played, and the instructions to play these tones might arrive much faster via the Ethernet interface. Thus, the VG248 might not be able to store all the tones that need to be played.
No action is required. If this situation occurs, the warning appears indicating that some tones have been discarded.
DSP
DTMF tone transmit buffer reactivated
The overflow condition has ceased and DTMF tones are being sent to the attached analog device.
No action is required. This message is informational only.
FTP
Invalid password entered
An attempt was made to connect to the VG248 via FTP with the wrong password.
Verify that you have entered the password for the highest level of security currently set. When using FTP, if you have both a login and an enable password set, you must use the enable password.
Refer to the "Configuring Passwords" section for details.
FTP
Partial download aborted
An attempt to download a file onto the VG248 was interrupted before the entire file was transferred.
The resulting partial file has been deleted from the filing system on the VG248.
Reattempt the file transfer.
FTP
Required password absent
An attempt was made to connect to the VG248 via FTP without a password when one was required.
When using FTP, if you have both a login and an enable password set, you must use the enable password.
Refer to the "Configuring Passwords" section for details.
OS
Ethernet failed to restart
The Ethernet cable is not properly connected to the VG248 or to the hub or switch.
Check the Ethernet cable and reconnect it to the VG248 and the hub or switch. If error persists, replace cable.
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Ethernet failed to start
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Incorrect password entered
A user attempted to use a telnet, console, or FTP connection to the VG248 but entered an incorrect password.
Check the passwords and verify that you are using the correct one.
Change the password if you suspect an unauthorized login attempt. Refer to the "Configuring Passwords" section for details.
SNMP
Attempt to use Get with invalid community name "<name>"
The VG248 received an SNMP request with an invalid read-only community name (password).
Check the community string setting on the VG248 and ensure that your network management system has the correct password. Refer to the "Configuring SNMP Settings" section for details.
SNMP
Attempt to use Set with invalid community name "<name>"
The VG248 received an SNMP request with an invalid read-write community name (password).
Check the community string setting on the VG248 and ensure that your network management system has the correct password. Refer to the "Configuring SNMP Settings" section for details.
SNMP
Received invalid packet
The SNMP server received an invalid SNMP request.
Verify that your network management system is set up properly.
TFTP
TFTP: Rx error
The VG248 is unable to retrieve a file using TFTP.
These errors might occur if the network is busy. The errors should resolve themselves when the network load reduces.
TFTP
Timeout
Resolving Cisco CallManager Errors
Table 6-3 describes errors and warnings that might appear on the VG248 either on-screen or in the event log (see the "Working with the Event Log" section for details on accessing the event log), which are caused by a misconfiguration or miscommunication with the Cisco CallManager system. Use this information to resolve these errors.
Table 6-3 Cisco CallManager Errors and Warnings Explanation
SCCP
Attempt to use; currently disabled
A user has attempted to use a telephone handset attached to a VG248 port, which is currently disabled.
To allow the user to make and receive calls, you must enable the port so it can register with Cisco CallManager.
See "Setting the Port Enable Policy" section for details.
SCCP
SCCP: Failed to connect to SRST provider
You have configured an SRST provider, but the device does not appear to be responding as an SRST server. If you are relying on SRST and see this warning, the VG248 might have difficulty using SRST services if connectivity to Cisco CallManager is lost.
Check the configuration and status of the SRST device.
SCCP
SCCP: Failed to resolve SRST provider host name
An SRST provider name has been configured, but the VG248 is unable to resolve that name to an IP address.
Change the configured name, or (if experiencing DNS problems) change the SRST provider menu entry to be an IP address instead of a host name.
SCCP
No TFTP server address
The TFTP server has not been set.
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SCCP
Registration failed: X
This message, associated with a particular port (1 - 48), indicates that the port had difficulty registering itself with Cisco CallManager.
If a port is not properly registered, then you cannot make phone calls using it.
The reason that registration with Cisco CallManager failed is indicated in the message.
If the port cannot successfully register, verify that the port is properly configured in Cisco CallManager.
See "Configuring VG248 Ports Using Cisco CallManager" section for details.
SCCP
Registration failures; last reason X
SCCP
SCCP:SRST in use
One or more ports are registered with the SRST provider rather than a normal Cisco CallManager server. Connectivity to the Cisco CallManager cluster has been at least partially lost.
Check the status of the Cisco CallManager cluster and the network connection between it and the VG248.
SCCP
TFTP failed; using last known good configuration
A port on the VG248 has failed to retrieve its configuration using TFTP. Instead, the VG248 is using the configuration stored last time the port successfully registered with Cisco CallManager.
No action is required. However, this message might indicate a potential problem with connectivity to the TFTP server. Verify that the TFTP server is up and running.
SCCP
Unable to resolve TFTP server name
The VG248 was not able to locate the TFTP server.
Verify the name of the TFTP server the VG248 is attempting to locate using Display > System Status.
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Resolving Analog Errors
Table 6-4 describes errors and warnings that might appear on the VG248 either on-screen or in the event log (see the "Working with the Event Log" section for details on accessing the event log), which are caused by a misconfiguration or miscommunication with the analog phones or features. Use this information to resolve these errors.
Table 6-4 Analog Errors and Warnings Explanation
POTS
Feature codes: X same as Y
You have configured the telephone feature codes such that the code for one operation (such as speed dial) is the same as for another (such as call forward).
Users will not be able to use one of these operations. You must set unique feature codes for each operation.
To prohibit users from performing an operation, leave the feature code setting empty. See the "Assigning Feature Codes" section.
POTS
Feature codes: X precludes Y
You have configured the telephone feature codes such that the code for one operation masks that for a second operation. For example, if the feature code for speed dial 1 is *** and the code for speed dial 2 is ****, you could never use speed dial 2. Instead, as soon you dial the third *, speed dial 1 activates.
Do not assign features codes that might mask other operations.
See the "Assigning Feature Codes" section for details.
Resolving Voice Mail Errors and Warnings
Table 6-5 describes voice mail errors and warnings that might appear on the VG248 either on-screen or in the event log (see the "Working with the Event Log" section for details on accessing the event log) which are caused by voice mail problems. Use this information to resolve these errors.
Table 6-5 Voice Mail Errors and Warnings Explanation
SCCP
CallManager MWI off directory number not defined
These errors are generated when the VG248 attempts to perform a MWI operation on a phone connected to Cisco CallManager, but the required Cisco CallManager directory number has not been configured.
You must enter the MWI set and clear directory numbers for Cisco CallManager. See the "Identifying the Directory Number for Setting MWI on Cisco CallManager" section and "Identifying the Directory Number for Clearing MWI on Cisco CallManager" section.
SCCP
CallManager MWI on directory number not defined
SCCP
MWI off attempt failed-directory number may be incorrect
These messages are generated when the VG248 has attempted to set or clear a Message Waiting Indicator for a particular extension but has failed to do so.
Verify that you have entered the correct MWI set and clear directory numbers for Cisco CallManager. See the "Identifying the Directory Number for Setting MWI on Cisco CallManager" section and "Identifying the Directory Number for Clearing MWI on Cisco CallManager" section.
SCCP
MWI on attempt failed-directory number may be incorrect
VM
Async 1 now active
These messages indicate that the VG248 has detected that it is now connected to another system via the indicated Async port, or the connection has gone down.
These messages are informational only.
VM
Async 1 now inactive
VM
Async 2 now active
VM
Async 2 now inactive
VM
First voice mail port number / Number of VM ports invalid
If a port number configuration problem is detected when generating a voice mail incoming call message, this error appears. For example, the SMDI protocol limits the number of ports to 9999 using a four-digit format. If you set the first voice mail port number to 9990, and the number of voice mail ports to 10, the last VG248 voice mail port would correspond to the voice mail system's port 10000, which is invalid.
Verify that you have configured the number of voice mail ports and the first voice mail port number following the guidelines of the voice mail protocol you are using.
See the "Assigning Number of Voice Mail Ports" section and the "Identifying the First Voice Mail Port Number" section for additional assistance.
VM
Required Async 1 link has gone down
Certain voice mail configuration settings require the use of one or both Async ports. For example, if the Number of Voice mail ports is greater than 0, Async 1 must be active. If Forward MWIs to Async 2 is enabled, Async 2 should be up.
If a required Async port either fails to come up when the box starts up or goes down at some point during its operation, the VG248 generates these messages.
Check the cables on the Async 1 and Async 2 ports to verify that they are still connected.
VM
Required Async 1 link has not come up
VM
Required Async 2 link has gone down
VM
Required Async 2 link has not come up
VM
VM: Suspending Async 1 port transmission due to overflow
The VG248 has too much data to send on one of its Async links, and it has ceased queueing new data for transmission until the backlog clears.
These messages do not typically appear, but they are indicative of a serial communication.
VM
VM: Suspending Async 2 port transmission due to overflow
VM
Voice mail number format too long
The voice mail number format setting allows extra digits to be added to Cisco CallManager voice mail box numbers or directory numbers.
If the VG248 is asked to use a number format that is longer than the length of mail box numbers passed to the voice mail system, this error occurs.
Verify that you set the number format to support the mail box number in your system. See the "Setting the Number Format" section for details.
Upgrading or Restoring Software Images
The VG248 has two software images: a main software image and a boot loader. If necessary, you can upgrade these software images. You can also reset the software settings to their default values.
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Suspending Voice Mail Port Activity
If you are using the chained configuration and want to temporarily remove one of the VG248 devices or upgrade software on it, you should suspend activity on the voice mail ports before shutting down or restarting the VG248.
By suspending activity, the VG248 waits for the port to become idle, then it temporarily removes the port from Cisco CallManager and suspends the port, preventing any activity on it. Once all the ports have been suspended, traffic from Aysnc 1 is also suspended on the device. Voice mail traffic from Async 2 from the previous VG248 device in the chain queues up while this device is suspended. Suspending the device does not affect whether ports are enabled or not; if they were enabled before being suspended, they are enabled after being resumed.
Before You Begin
If after following this procedure, the device is not suspended immediately, it is likely that some of the ports still have active calls or there are pending MWI commands on the Cisco CallManager system. You can check individual ports by pressing Esc to exit the "Suspending..." message and choosing Display > Port Status from the main menu.
Procedure
To suspend voice mail activity, follow these steps:
Step 1
Step 2
A message appears indicating that the device is being suspended.
Step 3
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Upgrading the Main Image
The main software image might need to be updated if a new release is available on CCO as a bug update or feature enhancement.
Caution
Before You Begin
If you are using the VG248 to integrate with analog voice mail systems, be sure to follow the instructions described in the "Suspending Voice Mail Port Activity" section before upgrading the software image on the VG248.
Procedure
To upgrade the main software image, perform these steps:
Step 1
vgc-main.<version>.tar, where <version> indicates the release number, such as 1-0-1.Step 2
Step 3
Step 4
Step 5
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Upgrading the Boot Loader
The boot loader is the initial startup image. You should not upgrade this image unless instructed to do so by a Cisco technical representative.
Caution
Procedure
To upgrade the boot loader image, perform these steps:
Step 1
vgc-load.<version>.bin, where <version> indicates the release number, such as 1-0-1.Step 2
Step 3
You must use a destination name that begins with "boot:". For example:
put vgc-load.<version>.bin boot:loader
Caution
Step 4
Step 5
Resolving an Incomplete Upgrade
If you initiated an upgrade to the main software image, but terminated it before the FTP transfer of the new image completed, the VG248 might not start up.
If this occurred, the next time the VG248 starts up, one of the following occurs:
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Pausing for FTPprompt.•
To resolve either of these errors (while connected to the VG248 boot loader), use the console port to establish an FTP session and transfer the main image file again, following the steps in the "Upgrading the Main Image" section.
Restoring to Factory Defaults
Before You Begin
By default, the VG248 uses DHCP to obtain an IP address. If you have assigned a static IP address to the VG248, you are likely to lose network connectivity.
Procedure
Follow these steps to reset the settings on the VG248 to their default values:
Step 1
Step 2
Verifying Connectivity
Use these sections to verify that the VG248 can connect to the network and that the voice mail chain is properly connected:
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Verifying Network Connectivity
To verify that the VG248 is connected to and communicating with your network, you can attempt to ping another device on the network.
Procedure
Follow these steps to ping another device from the VG248:
Step 1
Step 2
Step 3
The VG248 makes an attempt to reach the device once every second.
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Validating the SMDI Connection and Configuration
If you are using the SMDI protocol, you can evaluate the status of the SMDI configuration and diagnose misconfiguration on the VG248 and other VG248 devices chained together. However, this diagnosis cannot detect problems in the configuration of Cisco CallManager, legacy PBX, or individual extension's voice mail box numbers.
This diagnosis can identify configuration inconsistencies, such as breaks in the MWI forwarding chain, incorrect wiring of Async 1 and Async 2 ports, and missing configuration items such as the Cisco CallManager MWI directory number strings.
Before You Begin
The diagnostic process requires messages to be sent over the serial links to both the analog voice mail system and any attached legacy PBX. Performing this diagnosis might temporarily interfere with the voice mail system's normal operation.
Procedure
Follow these steps to validate the SMDI configuration:
Step 1
Step 2
A window displays with the results of the diagnosis, indicating any errors or warnings.
Displaying Status and Configuration Settings
Use these sections to obtain information about the current status and settings of the VG248 and its connections:
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Displaying System Status
The system status provides an overview of the current network settings on the VG248. Use this procedure to quickly check your network settings and connectivity information.
Procedure
To display system status, perform these steps:
Step 1
Step 2
The system status displays:
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Displaying Network Statistics
Use the network statistics to observe the network traffic and packet errors through the IP connection on the VG248.
Procedure
To display network statistics, perform these steps:
Step 1
Step 2
These statistics display:
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Tips
Displaying Port Status
The port status provides detailed information about each port on the VG248.
Procedure
To display port status, perform these steps:
Step 1
Step 2
Step 3
Displaying Detailed Port Status
Port status provides detailed statistics about the Cisco CallManager links.
Procedure
To display detailed port status, follow these steps:
Step 1
Step 2
Step 3
Step 4
Displaying Port Statistics
Port statistics provide detailed information about the current or most recent call.
Procedure
To display the port statistics, follow these steps:
Step 1
Step 2
Step 3
Step 4
These statistics display for the current call, or last call if no call is active:
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These statistics display for the call history:
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These MWI statistics display for Cisco CallManager and Async 2:
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These Error responses statistics display:
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These voice mail packet statistics display:
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Displaying Current Configuration
You can display the configuration of the VG248 device and its ports to quickly see what settings are enabled.
Displaying VG248 Device Configuration
Using the web-based interface, you can see the current configuration settings for the network, voice mail, and telephony features.
Before You Begin
You can also display the current configuration by choosing Diagnostics > Show configuration from the main VG248 command interface.
Procedure
Follow these steps to display these device-level configuration:
Step 1
Step 2
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Displaying Port Configuration
Using the web-based interface, you can see the specific configuration for each port. Ports used for voice mail integration display voice mail specific configuration details, and ports used for analog devices display telephony specific configuration details.
Keep in mind that the voice mail settings are applied at the device level. Therefore, no port-specific voice mail information displays. However, many telephony features are applied on a per port basis. Therefore, you can obtain information about these settings as well.
Procedure
To display the port configuration, follow these steps:
Step 1
Step 2
Step 3
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Displaying Software Version
To display the current software version you are using on the VG248, perform these steps:
Procedure
Step 1
Step 2
Monitoring the CPU Utilization
You can monitor the processor usage to determine how much is being dedicated to particular tasks. For example, if the VG248 appeared to be running slowly, you could use this diagnostic to determine the culprit.
Procedure
To monitor the CPU utilization, follow these steps:
Step 1
Step 2
Different subsystems appear noting the percentage in use.
Monitoring System Status Remotely
The VG248 includes a web server so you can monitor system status remotely using a web browser application. These options are similar to those accessible via the main VG248 interface, but you cannot change settings from the web interface.
Procedure
Follow these steps to monitor the system status remotely:
Step 1
Step 2
The web interface for the VG248 appears.
Step 3
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Step 4
Table 6-8 VG248 Web Interface Options
Network and System
See the "Displaying System Status" section and the "Configuring Network Settings" section.
Telephony
See "Configuring the Telephony Settings on the VG248." and "Displaying Port Configuration" section for details.
Voice Mail
SNMP
"Displaying Port Status" section and the "Displaying Detailed Port Status" section for details.
Network
Voice Mail
See the "Displaying Port Statistics" section.
See the "Monitoring Internal Operating Temperature" section.
See the "Working with the Event Log" section.
Working with the Event Log
The event log enables you to capture errors, warnings, and other informational messages from the VG248. Typically, you use these options only when troubleshooting a complex issue, perhaps while working with a Cisco technical representative.
However, using the default settings and these options, you can resolve many errors on your own:
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Identifying a Syslog Server
You can identify up to five syslog servers to automatically capture and receive event logs for remote network management.
Enabling Syslog
You assign syslog servers to the VG248 using DHCP or by identifying specific syslog servers.
Procedure
To enable syslog, follow these steps:
Step 1
Step 2
Step 3
Step 4
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Identifying a Specific Syslog Server
If you want to use a specific syslog server, you must enter its IP address by performing these steps:
Procedure
Step 1
Step 2
Step 3
Step 4
Enter up to five servers by separating the IP addresses or host names with a comma or semicolon.
Selecting Logging Levels and Logged Ports
You can set the VG248 to log progressively more detail (information, errors, or warnings), or you can restrict logging to specific ports.
Typically, you should configure these options only when working with a Cisco technical representative because the nature of the problem determines the amount of information required to resolve it.
Procedure
To set logging levels or select ports, perform these steps:
Step 1
Step 2
Step 3
Step 4
Displaying Recent Messages
You can obtain a list of recent messages from the VG248 to help you resolve some configuration issues.
Procedure
To display recent messages, perform these steps:
Step 1
Step 2
Step 3
Step 4
Tips
Understanding Sub-Systems on the VG248
The VG248 generates informational and warning messages and errors from different sub-systems in its software. Many of these messages do not require any intervention on your part; the device simply notifies you of changes or updates. Other errors and warnings require additional troubleshooting or configuration.
Table 6-9 provides an overview of the different sub-systems on the VG248 that might generate informational or warning messages.
Resolving Incorrect Date and Time in Event Log
The VG248 has a built-in real time clock that synchronizes itself periodically with Cisco CallManager to obtain the correct date and time. To ensure that the date is synchronized properly, the VG248 must have at least one port enabled and registered with Cisco CallManager. See the "Enabling a Specific Port" section for assistance on enabling and registering ports in Cisco CallManager.
