Avaya 3100 Mobile Communicator User's Manual

Avaya 3100 Mobile Communicator

Troubleshooting

Release: 3.1

Document Revision: 02.03

.

NN42030-700

.


Release: 3.1

Publication: NN42030-700

Document release date: 15 July 2010

© 2008-2010 Avaya Inc.

All Rights Reserved.

Notice

While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes.

Documentation disclaimer

Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. End User agree to indemnify and hold harmless Avaya, Avaya’s agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User.

Link disclaimer

Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation(s) provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages.

Warranty

Avaya provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this product, while under warranty, is available to Avaya customers and other parties through the Avaya Support Web site: http://www.avaya.com/support

Please note that if you acquired the product from an authorized reseller, the warranty is provided to you by said reseller and not by Avaya.

Licenses

THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, HTTP://SUPPORT.AVAYA.CO

M/LICENSEINFO/ ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA

SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA

RESELLER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED

AVAYA RESELLER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND

THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA

AFFILIATE OR AN AVAYA AUTHORIZED RESELLER, AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL

ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY

INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON

BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING

THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS “YOU” AND “END USER”), AGREE

TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA

INC. OR THE APPLICABLE AVAYA AFFILIATE (“AVAYA”).

Copyright

Except where expressly stated otherwise, no use should be made of the Documentation(s) and Product(s) provided by Avaya. All content in this documentation(s) and the product(s) provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law.

Third Party Components

Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information regarding distributed Linux OS source code (for those Products that have distributed the Linux OS source code), and identifying the copyright holders of the Third

Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: http://support.avaya.com/Copyright

Trademarks

.

The trademarks, logos and service marks (“Marks”) displayed in this site, the documentation(s) and product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such

Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the documentation(s) and product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party.

Avaya is a registered trademark of Avaya Inc. All non-Avaya trademarks are the property of their respective owners.

Downloading documents

For the most current versions of documentation, see the Avaya Support. Web site: http://www.avaya.com/support

Contact Avaya Support

Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support

.

.

.

Contents

New in this release

Features 7

Other changes 7

Troubleshooting unresponsive systems

Troubleshooting and maintenance of Avaya 3100 Mobile

Communicator

Troubleshooting license file problems 19

Using log files 20

Downloading all log files 21

Downloading an individual log file 22

Sorting the log files 22

Opening a log file 23

7

Overview

References 9

9

Accessing the system

Logging on to the Avaya 3100 Mobile Communicator Web Console as an administrator 11

Logging on to the Avaya 3100 Mobile Communicator Web Console as an administrator 11

Changing the Avaya 3100 Mobile Communicator Web Console password 13

Resetting the Web Administration Console administrator password 14

Accessing the server command line as nortel 15

Accessing the server command line as superuser 15

11

17

19

Troubleshooting communication and network problems

Performing a packet capture 25

Disabling Wireshark packet checksum verification 26

25

Troubleshooting data connections between Avaya 3100 Mobile

Communicator - Client for Windows Mobile and the gateway 29

31 Troubleshooting client log in problems

Log in problem scenario setup 32

Client log in problem analysis 34


Troubleshooting

NN42030-700 02.03

15 July 2010

5

6

Troubleshooting call termination problems

Call termination problem scenario setup 38

Call termination problem analysis 40

Troubleshooting call origination problems

Call origination problem scenario setup 44

Call origination problem analysis 46

Troubleshooting corporate directory search problems

Corporate directory search problem scenario setup 52

Corporate directory search problem analysis 54

37

43

51

.


Troubleshooting

NN42030-700 02.03

15 July 2010

.

.

New in this release

The following sections details what’s new in Avaya 3100 Mobile

Communicator Troubleshooting (NN42030-700) for Avaya 3100 Mobile

Communicator Release 3.1.

•

"Features" (page 7)

•

"Other changes" (page 7)

Features

For information about all the Avaya 3100 Mobile Communicator Release

3.1 features, see Avaya 3100 Mobile Communicator Fundamentals

(NN42030-109).

Other changes

The following changes were made for Avaya 3100 Mobile Communicator

Release 3.1:

•

Updated the list of referenced books

•

Retitled System recovery chapter to Troubleshooting unresponsive

systems.

• Renamed Web Console to Web Administration Console

Revision history

July 2010

November 2009

October 2009

Standard 02.03. This document is issued to support Avaya

3100 Mobile Communicator Release 3.1. This document contains editorial changes.


3100 Mobile Communicator Release 3.1. Information was updated in

"Changing the Avaya 3100 Mobile

Communicator Web Console password" (page 13)

and

"Performing a packet capture" (page 25) .

"Resetting the

Web Administration Console administrator password" (page

14)

was added.


3100 Mobile Communicator Release 3.1.

7


Troubleshooting

NN42030-700 02.03

15 July 2010

8 New in this release

June 2009

January 2009


3100 Mobile Communicator Release 3.0 SU3. Changes were made to technical content.


3100 Mobile Communicator Release 3.0. Changes were made to

"Downloading all log files" (page 21) ,

"Downloading an individual log file" (page 22)

,

"Sorting the log files" (page

22)

, and

"Performing a packet capture" (page 25)

.

September 2008 Standard 01.01. This document is issued to support Avaya

3100 Mobile Communicator Release 3.0.

.


Troubleshooting

NN42030-700 02.03

15 July 2010

.

.

Overview

This document provides information about the troubleshooting of the

Avaya 3100 Mobile Communicator.

Navigation

•

"Accessing the system" (page 11)

•

"Troubleshooting unresponsive systems" (page 17)

•

"Troubleshooting and maintenance of Avaya 3100 Mobile

Communicator" (page 19)

•

"Troubleshooting communication and network problems" (page 25)

•

"Troubleshooting data connections between Avaya 3100 Mobile

Communicator - Client for Windows Mobile and the gateway" (page 29)

•

"Troubleshooting client log in problems" (page 31)

•

"Troubleshooting call termination problems" (page 37)

•

"Troubleshooting call origination problems" (page 43)

•

"Troubleshooting corporate directory search problems" (page 51)

References

For more information, see the following documents:

• Avaya 3100 Mobile Communicator Fundamentals (NN42030-109)

• Avaya 3100 Mobile Communicator for BlackBerry User Guide

(NN42030-101)

• Avaya 3100 Mobile Communicator for Nokia User Guide

(NN42030-102)

• Avaya 3100 Mobile Communicator for Windows Mobile User Guide

(NN42030-107)

• Avaya 3100 Mobile Communicator for iPhone User Guide

(NN42030-111)

• Avaya 3100 Mobile Communicator Web User Interface User Guide

(NN42030-110)

9


Troubleshooting

NN42030-700 02.03

15 July 2010

10 Overview

• Avaya 3100 Mobile Communicator Administration and Security

(NN42030-600)

• Avaya Deployment Guide (NN42040-301)

.


Troubleshooting

NN42030-700 02.03

15 July 2010

.

.

Accessing the system

This module provides information about the ways to access the system from the Web Administration Console and from the command line.

Navigation

•

"Logging on to the Avaya 3100 Mobile Communicator Web Console as an administrator" (page 11)

•

"Changing the Avaya 3100 Mobile Communicator Web Console password" (page 13)

•

"Resetting the Web Administration Console administrator password"

(page 14)

•

"Accessing the server command line as nortel" (page 15)

•

"Accessing the server command line as superuser" (page 15)

Logging on to the Avaya 3100 Mobile Communicator Web Console as an administrator

This module describes the procedure you use to log on to Avaya 3100

Mobile Communicator Web Console to perform administration tasks.

Logging on to the Avaya 3100 Mobile Communicator Web Console as an administrator

Log on to the Avaya 3100 Mobile Communicator Web Console as an administrator to manage the system, monitor the users, monitor Instant

Conferencing, and manage the client server repository.

11

Attention: Wait two minutes after starting the Avaya 3100 Mobile

Communicator Gateway before accessing the Avaya 3100 Mobile

Communicator Web Console.


Troubleshooting

NN42030-700 02.03

15 July 2010

.

12 Accessing the system

Prerequisites

• You need the administrator user id and password to perform this procedure.

• Access the Avaya 3100 Mobile Communicator Web Console using a web browser.

Attention: User names and passwords are case-sensitive.

2

3

Procedure steps

Step Action

1 In the Address field of your Web browser, enter http://<IP address | hostname>:8282/adminserver

OR https://<IP address | hostname>:8553/adminserver

In the Username field, type the user name.

In the Password field, type the admin password.

Attention: Avaya recommends that you change the default administrator password. For more information, see

"Changing the Avaya 3100 Mobile Communicator Web Console password"

(page 13)

.

4

5

Click Sign In.

Click a tab at the top of the Avaya 3100 Mobile Communicator

Web Console to view the corresponding page.

--End--

Variable definitions

Variable

<IP address | hostname>

Value

The name of the Avaya 3100 Mobile

Communicator Gateway server in fully qualified domain name (FQDN) format, or the

IP address of the server.


Troubleshooting

NN42030-700 02.03

15 July 2010

.

Changing the Avaya 3100 Mobile Communicator Web Console password 13

Variable user name admin password

Value

Default: admin

Default: password

Changing the Avaya 3100 Mobile Communicator Web Console password

Change the Avaya 3100 Mobile Communicator Web Console password from the default password.

Prerequisites

• You must be logged into the Avaya 3100 Mobile Communicator Web

Console as administrator. For more information, see

"Logging on to the

Avaya 3100 Mobile Communicator Web Console as an administrator"

(page 11) .

Procedure steps

Step

1

2

Action

On the Avaya 3100 Mobile Communicator Web Console main page, click the Tools tab.

In the Admin Server Password section, in the Current

Password box, type the current password.

Attention: Passwords are case-sensitive.

3

4

5

In the New Password box, type a new password.

In the Confirm New Password box, retype the new password.

In the Admin Server Password section, click Save.

--End--


Variable

Current Password

Value

Existing password.

The default password for new servers is password


Troubleshooting

NN42030-700 02.03

15 July 2010


Variable

New password

Value

New password for the Admin server.

Secure passwords use a mix of letters, numbers and alphabetic characters and can be up to 19 characters in length.

New password for confirmation.

Confirm New Password

Resetting the Web Administration Console administrator password

Use this procedure to reset the Avaya 3100 Mobile Communicator Web

Administration Console administrator password.

Prerequisites

• You must be logged in to the server as nortel. For more information, see


.

Procedure steps

Step

1

2

Action

Enter the following command: su -

If prompted, enter the root password.

Enter the following command:

/opt/MobilityGateway/etc/resetadminpw.sh

The tool changes the administrator password to password

.


Troubleshooting

NN42030-700 02.03

15 July 2010

.

Accessing the server command line as superuser 15

Attention: Avaya recommends that you immediately change the password to a more secure password.

--End--

Accessing the server command line as nortel

Use this procedure to access the server command line as nortel.

Prerequisites

• You require the password to the nortel userid on the server.

Procedure steps

Step Action

1

2

3

Use SSH to connect to the server.

At the userid prompt, enter nortel

At the password prompt, enter <password>

--End--


Variable

<password>

Value

The password associated with the nortel userid.

For information about the default nortel password, see Linux Platform

Base and Applications Installation and

Commissioning (NN43001-315).

Accessing the server command line as superuser

Use this procedure to access the server command line as root.

Prerequisites

•

You require the password to the nortel userid on the server.

•

You require the password to the superuser (root) userid on the server.


Troubleshooting

NN42030-700 02.03

15 July 2010


Procedure steps

Step Action

3

4

1

2

5

Use SSH to connect to the server.

At the userid prompt, enter nortel

At the password prompt, enter <password>

To become the root user, enter su root

At the prompt, enter <root_password>

--End--


Variable

<password>

<root_password>

Value

The password associated with the nortel userid.

For information about the default nortel password, see Linux Platform

Base and Applications Installation and

Commissioning (NN43001-315).

The password associated with the superuser.

For information about the default superuser password, see Linux

Platform Base and Applications

Installation and Commissioning

(NN43001-315).

.


Troubleshooting

NN42030-700 02.03

15 July 2010

.

.

Troubleshooting unresponsive systems

This chapter describes the actions you take if your system becomes unresponsive.

1. Work through the troubleshooting procedures in the next sections of this book.

2. If your system is still unresponsive, execute

"Downloading all log files"

(page 21)

.

3. Save the log files on another computer in preparation for assistance from Avaya.

4. Access the command line, using


.

5. Enter the following command: ps

6. Record the information displayed on the screen.

7. Contact your Avaya support organization immediately.

17

Attention: Do not reboot or restart your system. The Avaya technical support team may require additional information.

8. The Avaya support organization will instruct you on to the next steps to take.


Troubleshooting

NN42030-700 02.03

15 July 2010

18 Troubleshooting unresponsive systems

.


Troubleshooting

NN42030-700 02.03

15 July 2010

.

.

Troubleshooting and maintenance of

Avaya 3100 Mobile Communicator

19

The following modules describe the Avaya 3100 Mobile Communicator troubleshooting and maintenance.

•

"Troubleshooting license file problems" (page 19)

•

"Using log files" (page 20)

Troubleshooting license file problems

If you encounter a problem with the license file installation, an error message appears in the License Info field on the System Configuration window. The following table lists the most common error messages and possible solutions.

Table 1

License file error messages

Error message Description Solution

License Info:

License file not found

License Info:

License is invalid

License Info:

License expired

The Avaya 3100 Mobile

Communicator Gateway is not activated and requires the license file.


Communicator Gateway is using another activated machine’s license file.

The license file is no longer valid.

Upload the license file on the System Configuration screen.

Upload a valid license file on the System Configuration screen.

Upload a valid license file on the System Configuration screen.


Troubleshooting

NN42030-700 02.03

15 July 2010

.

20 Troubleshooting and maintenance of Avaya 3100 Mobile Communicator

Table 1

License file error messages (cont’d.)

Error message Description Solution

License Info:

ERROR

23: protocol violation

License Info:

ERROR 103:

Client’s system clock is suspect and / or the client configur ation has been tampered with.


Communicator Gateway is not activated although the license file is valid. The local system clock is out of sync with the licensing server clock.

The system clock changed after the Avaya 3100 Mobile

Communicator Gateway was activated.

Reset the clock and restart the system.

Reset the clock and restart the system.

License Info:

ERROR 17: key limit exceeded

The license file has been activated before with other machines and there are no licenses available for you to activate.

Contact the licensing server administrator.

If the recommended solution fails to correct the problem, or if the problem is not listed, contact the administrator of the licensing server for assistance.

Before contacting the administrator:

• Ensure that the date, time, and time zone for the system is synchronized with the licensing server.

•

Check the network connection between your system and the licensing server (route, DNS).

•

Check the most recent error message on the Gateway Configuration screen.

•

Restart the server.

Using log files

The Avaya 3100 Mobile Communicator Gateway automatically generates the following log files:

• Boot log

•

Avaya 3100 Mobile Communicator Gateway Alarms log


Troubleshooting

NN42030-700 02.03

15 July 2010

.

Using log files 21

• Avaya Gateway log

• Server log

• Error log

The log files are generated on a daily basis, with the current day’s output overwriting the output from preceding day.

Use the following procedures to handle the log files:

•

"Downloading all log files" (page 21)

•

"Downloading an individual log file" (page 22)

•

"Sorting the log files" (page 22)

•

"Opening a log file" (page 23)

Downloading all log files

You can download all the log files from the Avaya 3100 Mobile

Communicator Gateway to a folder on your PC for analysis.

Prerequisites


Administration Console as administrator. For more information, see

"Logging on to the Avaya 3100 Mobile Communicator Web Console as an administrator" (page 11) .

4

5

2

3

6

7

Procedure steps

Step Action

1 Click the Tools tab.

The Tools page displays.

Scroll to the Server Logs section.

In the redundant configuration, select a gateway.

Click Download all Logs.

Click Save.

Navigate to the folder where you want to save the log files.

Click Save.

The log files are saved.

--End--


Troubleshooting

NN42030-700 02.03

15 July 2010

.


Downloading an individual log file

You can download a single log file from the Avaya 3100 Mobile

Communicator Gateway to a folder on your PC for analysis.

Prerequisites

•

You must be logged into the Avaya 3100 Mobile Communicator Web



5

6

7

2

3

4

Procedure steps

Step Action





Click the Download link for the log file you wish to download:

• boot.log

• MobilityGateway-Alarms.log

• MobilityGateway.log

• server.log

• sipconferror.log

Click File, Save As.

Navigate to the folder where you want to save the log file.

Click Save.

The log file is saved.

--End--

Sorting the log files

You can sort the logs by name, file size, or date modified.

Prerequisites





Troubleshooting

NN42030-700 02.03

15 July 2010

.

Using log files 23

2

3

4

Procedure steps

Step Action





Click the column heading to sort the logs:

• Filename—Sort in alphabetical order.

• Size (MB)—Sort by file size.

• Last modified—Sort by date modified.

5 To reverse the sorting order, click the column heading again.

--End--

Opening a log file

You can open the log files in a number of applications, including Hilios

Text Pad, and Microsoft WordPad. Do not use the Microsoft default viewer

(Notepad) because the log file does not display in an easily readable format.

1

2

3

Procedure steps

Step

4

Action

Browse to the folder where you have downloaded the log file.

Right-click the file, select Open With, Choose Program.

Select a file viewer application from the list. For example,

WordPad.

Click OK.

Open the log file in the file viewer application you selected.

--End--


Troubleshooting

NN42030-700 02.03

15 July 2010


.


Troubleshooting

NN42030-700 02.03

15 July 2010

.

.

Troubleshooting communication and network problems

25

The following modules describe the Avaya 3100 Mobile Communicator communication and network problem troubleshooting.

Navigation

•

"Performing a packet capture" (page 25)

•

"Disabling Wireshark packet checksum verification" (page 26)

Performing a packet capture

You can use the packet dump utility to capture all of the data transmitted and received on an interface of the Avaya 3100 Mobile Communicator

Gateway for a period of time (a capture session). After the capture session completes, you can save the packet dump as a .cap file.

Attention: Before performing a packet capture, confirm that the server contains tcpdump. If necessary, install tcpdump in /usr/sbin, and change the permissions by logging on as root and using the command chmod u+s /usr/sbin/tcpdump

To open the .cap files for troubleshooting and analysis, you require the protocol analyzer called Wireshark (formerly Ethereal).

Prerequisites





Troubleshooting

NN42030-700 02.03

15 July 2010

.

26 Troubleshooting communication and network problems

Procedure steps

Step Action

5

6

7

3

4

1

2

8

Click the Tools tab.

Scroll to the Packet Capture section.


Click Capture.

Wait for the packet capture to be performed, then click Stop.

Click Save.

Navigate to the folder where you want to save the dump.cap log file.

Click Save.

The dump.cap log file is saved.

--End--

Disabling Wireshark packet checksum verification

You need to disable Wireshark packet checksum verification before you can work with the captured packets.

Attention: When you view the packet captures from the Avaya 3100

Mobile Communicator Gateway packet capture utility, the trace contains incorrect checksums. The incorrect checksums occur because the network interface on the Avaya 3100 Mobile Communicator Gateway performs checksum off-loading, meaning that the network interface adds the checksum to the packets instead of the operating system TCP/IP stack.

During the capture process, the host operating system sends the packets

(being captured) directly to the capture interface without the addition of a checksum.

Wireshark performs checksum verification. Packet checksum errors can prevent TCP reassembly so you need to disable Wireshark checksum verification.

The following procedure provides the steps for Wireshark Version 0.99.6a

(SVN Rev 22276). For more information, see the Wireshark documentation for your version of Wireshark or visit www.wireshark.org


Troubleshooting

NN42030-700 02.03

15 July 2010

Disabling Wireshark packet checksum verification 27

Procedure steps

Step Action

5

6

1

2

3

4

From the Wireshark Edit menu, select Preferences.

In the left pane of the Preferences dialog box, expand

Protocols.

In the left pane of the Preferences dialog box, select TCP and clear the Validate the TCP checksum if possible check box.

In the left pane of the Preferences dialog box, select UDP and clear the Validate the UDP checksum if possible check box.

Click Apply.

Click OK.

--End--

.


Troubleshooting

NN42030-700 02.03

15 July 2010

28 Troubleshooting communication and network problems

.


Troubleshooting

NN42030-700 02.03

15 July 2010

.

29

.

Troubleshooting data connections between Avaya 3100 Mobile

Communicator - Client for Windows

Mobile and the gateway

Use this procedure to identify where problems originate when experiencing data connection problems between Avaya 3100 Mobile Communicator

Gateway and Avaya 3100 Mobile Communicator - Client for Windows

Mobile.

Procedure steps

Step

1

2

3

4

5

6

7

Action

Ping the Avaya 3100 Mobile Communicator Gateway from a PC to verify data connectivity of the PC to the Avaya 3100 Mobile

Communicator Gateway.

If you cannot ping the Avaya 3100 Mobile Communicator

Gateway, check the status of the

Avaya 3100 Mobile Communicator Gateway.

Connect the mobile device to the computer with a USB cable.

Start Microsoft ActiveSync on the computer.

On the mobile device, select Start, Internet Explorer.

Browse to the Over the air download webpage to verify that the device can contact the Avaya 3100 Mobile Communicator

Gateway Web Server.

Depending on the type of security implemented on your system, enter one of the following: http://<IP Address or FQDN of 3100 MCG>:8080/m

OR https://<IP Address or FQDN of 3100 MCG>:8443/m

If the Over the air download page can be accessed, then you have a data connection.


Troubleshooting

NN42030-700 02.03

15 July 2010

30 Troubleshooting data connections between Avaya 3100 Mobile Communicator - Client for

Windows Mobile and the gateway

8

9

10

If the Over the air download page cannot be accessed, try accessing www.avaya.com

.

If you can access the Avaya web site, but cannot access the

Over the air download site, check the status of the network supporting the connection between the Avaya 3100 Mobile

Communicator Gateway to Avaya 3100 Mobile Communicator -

Client.

If you cannot access any web site, see your Windows Mobile support documentation to restore basic web browsing capability.

--End--

.


Troubleshooting

NN42030-700 02.03

15 July 2010

.

Troubleshooting client log in problems

31

Use this section to troubleshoot problems with client log ins.

Figure 1 "Troubleshooting tree for client log in problems " (page 31)

shows the troubleshooting tree for this problem.

Figure 1

Troubleshooting tree for client log in problems

.

Using the above tree, you start the analysis using the following steps:

1. Do all clients have this problem? If so, check the SPS endpoint configuration.

2. If only a few clients have this problem, set up the scenario with one client as described in

"Log in problem scenario setup" (page 32)

to capture the information.

3. Analyze the information captured, as described in

"Client log in problem analysis" (page 34) .


Troubleshooting

NN42030-700 02.03

15 July 2010

32 Troubleshooting client log in problems

Log in problem scenario setup

This procedure captures the information required for analysis of the problem.

Figure 2

Log in problem scenario setup tree

.

Procedure steps

Step

1

4

5

6

2

3

Action

Configure a client to use HTTP instead of HTTPS.

Using HTTP means the packets are not encrypted, and removes the use of certificates.

Reproduce the problem.

If the problem does not reproduce, you need to check the certificates.

If the problem reproduces, start the packet capture.


Stop the packet capture.

7

Attention: Keep the packet traces as small as possible, especially in a busy system.

Capture the logs.

You capture the logs now so that you have complete information, in case you need to involve Avaya.


Troubleshooting

NN42030-700 02.03

15 July 2010

8

9

Log in problem scenario setup 33

Open the packet capture in Wireshark.

In the filter field, enter HTTP || SIP

Attention: In the filter, || means logical or. The | character on most PC keyboards is Shift+\

--End--

.


Troubleshooting

NN42030-700 02.03

15 July 2010


Client log in problem analysis

Use this process to analyze the data captured.

Figure 3

Client log in problem analysis (part 1)

.


Troubleshooting

NN42030-700 02.03

15 July 2010

Figure 4

Client log in problem analysis (part 2)

Client log in problem analysis 35

.

Prerequisites

•

"Log in problem scenario setup" (page 32)

Procedure steps

Step Action

1

2

3

4

In the packet capture, look for the HTTP POST request.

You can see the user name and other details in the XML body of the message.

If the HTTP packet for the client does not exist, go to

step 6

.

In the packet capture, using the URL fields of the HTTP POST, look for the SIP response for the log in attempt to the SPS.

If the log in succeeded, the SIP message contains the reason that the log in is rejected. Correct the associated issue.


Troubleshooting

NN42030-700 02.03

15 July 2010


5

6

9

10

7

8

If the log in failed,

• Check that the Avaya 3100 Mobile Communicator Gateway is registered to the SPS.

• Check the availability of licences on the Avaya 3100 Mobile

Communicator Gateway.

Attempt to access the Over the Air (OTA) download site from the device browser.

If the OTA page is accessible, then it is likely that the client is not configured correctly. Check the client configuration parameters.

If the OTA page is not accessible, attempt to access the OTA page from a PC inside the Enterprise network.

If the OTA page is accessible, check the firewall port configuration.

If the OTA page is not accessible, check the Avaya 3100 Mobile

Communicator Gateway web server status and restart the processes if necessary.

--End--

.


Troubleshooting

NN42030-700 02.03

15 July 2010

.

Troubleshooting call termination problems

Use this section to troubleshoot problems with call termination.

Figure 5 " Troubleshooting tree for call termination problem" (page

37)


Figure 5

Troubleshooting tree for call termination problem

37

.


1. Using a desk telephone that is configured on the same call server as the UEXT of the client, make a call to the client.

2. If the call can be made, check the trunking configuration.


Troubleshooting

NN42030-700 02.03

15 July 2010

38 Troubleshooting call termination problems

3. If the call cannot be made, set up the scenario with one client as described in

"Call termination problem scenario setup" (page 38)



"Call termination problem analysis" (page 40) .

Call termination problem scenario setup


Figure 6

Call termination scenario setup tree

.

Procedure steps

Step

1

4

5

6

2

3

Action









Troubleshooting

NN42030-700 02.03

15 July 2010

Call termination problem scenario setup 39

7

8

9


Capture the logs.





--End--

.


Troubleshooting

NN42030-700 02.03

15 July 2010


Call termination problem analysis


Figure 7

Call termination problem analysis (part 1)

.


Troubleshooting

NN42030-700 02.03

15 July 2010

Figure 8

Call termination problem analysis (part 2)

Call termination problem analysis 41

.


Troubleshooting

NN42030-700 02.03

15 July 2010

.


Prerequisites

•

"Call termination problem scenario setup" (page 38)

Procedure steps

Step Action

1

2

3

4

5

6

7

8

9

10

11

12

13

14

In the packet capture, look for the INVITE message from the

UEXT.

If the INVITE message is not present, check the configuration of the device on the call server.

Look for the 180 ringing message from the call server to the gateway and determine if the gateway sends the 200 OK message to the client.

If the 200 OK message does not appear, check the configuration of the client on the gateway.

Look for an HTTP POST request with the user’s phone number that the Avaya 3100 Mobile Communicator - Client user requested to answer the call.

If an HTTP POST request is not available with the user’s phone number, check the configuration of the client on the gateway.


Avaya 3100 Mobile Communicator Gateway to the answer destination.

If the INVITE message is not present, check the configuration of the client.


UEXT contains the correct Request URI.

If the INVITE message from the UEXT does not contain the correct Request URI, check the configuration of the URI.

Look for a valid dialable number that the user is trying to answer.

If the calling number is not valid, check the configuration of the calling number.

If the problem is intermittent, look for the difference between a trace that works and one that does not. It may indicate a Firewall policy issue for a port.

If the problem is not intermittent, send the scenario, configuration, packet captures, and logs to Avaya for analysis.

--End--


Troubleshooting

NN42030-700 02.03

15 July 2010

.

Troubleshooting call origination problems

Use this section to troubleshoot problems with call origination.

Figure 9 " Troubleshooting tree for call origination problems" (page

43)


Figure 9

Troubleshooting tree for call origination problems

43

.



Troubleshooting

NN42030-700 02.03

15 July 2010

44 Troubleshooting call origination problems

1. Do all clients share the call origination problem? If so, check the trunking configuration.

2. If only a few clients have problems with call origination, set up the scenario with one client as described in

"Call origination problem scenario setup" (page 44)



"Call origination problem analysis" (page 46) .

Call origination problem scenario setup


Figure 10

Call origination scenario setup tree

.

Procedure steps

Step Action

1

4

5

6

2

3









Troubleshooting

NN42030-700 02.03

15 July 2010

Call origination problem scenario setup 45

7

8

9


Capture the logs.





--End--

.


Troubleshooting

NN42030-700 02.03

15 July 2010


Call origination problem analysis


Figure 11

Call origination problem analysis (part 1)

.


Troubleshooting

NN42030-700 02.03

15 July 2010

Figure 12


Call origination problem analysis 47

.


Troubleshooting

NN42030-700 02.03

15 July 2010


Figure 13


.

Prerequisites

•

"Call origination problem scenario setup" (page 44)

Procedure steps

Step Action

1

2

3

4

5

6

7

In the packet capture, look for the HTTP POST request from the client that contains the call attempt request.

If the HTTP POST request is not present, check the configuration of the mobility HLOC.

Look for the incoming service DN call from the cell phone to the

Avaya 3100 Mobile Communicator Gateway.

If the incoming service DN call is not present, check configuration of the service DN.

In the packet capture, look for the outgoing INVITE message to the real call destination.

If the outgoing INVITE message is not present, check the configuration of the call destination.

In the packet capture, look for valid source and destination numbers.


Troubleshooting

NN42030-700 02.03

15 July 2010

14

15

16

17

8

9

10

11

12

13

Call origination problem analysis 49

If the source and destination numbers are not valid, correct the configuration of the numbers.

In the packet capture, look for a valid incoming service DN call.

If the incoming Service DN call is not valid, correct the incoming

Service DN.

Look for valid called number in the current dial plan.

If the called number is not a valid number, correct the dial plan.

In the packet capture, look for the P-Asserted-ID message for the call attempt from the Avaya 3100 Mobile Communicator

Gateway.

If the P-Asserted-ID is not routable, correct the P-Asserted-ID configuration.

Try making a call to the device directly.

If you can call the device directly, send the scenario, configuration, packet captures, and logs to Avaya for analysis.

If the incoming calls to the device does not work, correct the call server dial plan.

--End--

.


Troubleshooting

NN42030-700 02.03

15 July 2010


.


Troubleshooting

NN42030-700 02.03

15 July 2010

.

Troubleshooting corporate directory search problems

Use this section to troubleshoot problems with corporate directory search.

Figure 14 " Troubleshooting tree for corporate directory search problems"

(page 51)


Figure 14

Troubleshooting tree for corporate directory search problems

51

.


1. Do all clients have problem with the corporate directory search? If so, set up the scenario with one client as described in

"Corporate directory search problem scenario setup" (page 52)



"Corporate directory search problem analysis" (page 54) .


Troubleshooting

NN42030-700 02.03

15 July 2010

52 Troubleshooting corporate directory search problems

Corporate directory search problem scenario setup


Figure 15

Corporate Directory search scenario setup tree

.

Procedure steps

Step Action

1

4

5

6

2

3








7


Capture the logs.


Troubleshooting

NN42030-700 02.03

15 July 2010

8

9

Corporate directory search problem scenario setup 53





--End--

.


Troubleshooting

NN42030-700 02.03

15 July 2010


Corporate directory search problem analysis


Figure 16

Corporate directory search problem analysis (part 1)

.


Troubleshooting

NN42030-700 02.03

15 July 2010

Corporate directory search problem analysis 55

Figure 17

Corporate directory search problem analysis (part 2)

.

Procedure steps

Step Action

1

2

3

4

5

In the packet capture, look for the HTTP POST request from the client that contains the directory search request.

If the HTTP POST request is not present, check the configuration of LDAP server URL.

Check for the Avaya 3100 Mobile Communicator Gateway bind with the LDAP server.

If the Avaya 3100 Mobile Communicator Gateway does not bind with the LDAP server, check the configuration of LDAP username and password.

In the packet capture, look for the LDAP query request results.


Troubleshooting

NN42030-700 02.03

15 July 2010


6

7

8

9

If the LDAP query request does not return results, check the corporate directory server logs for more information.

Look for the mapping of the phone numbers to LDAP attributes on the Avaya 3100 Mobile Communicator Gateway.

If the mapping of the phone numbers to LDAP attributes is correct, work with your corporate directory administrator to determine the cause of the problem.

If the mapping of the phone numbers to LDAP attributes is not correct on the Avaya 3100 Mobile Communicator Gateway, check the LDAP attribute mappings.

--End--

.


Troubleshooting

NN42030-700 02.03

15 July 2010

Avaya 3100 Mobile Communicator User's Manual

Troubleshooting

Contents

New in this release

Features

Other changes

Overview

Navigation

References

Accessing the system

Navigation

Logging on to the Avaya 3100 Mobile Communicator Web Console as an administrator

Changing the Avaya 3100 Mobile Communicator Web Console password

Resetting the Web Administration Console administrator password

Accessing the server command line as nortel

Accessing the server command line as superuser

Troubleshooting unresponsive systems

Troubleshooting and maintenance of

Avaya 3100 Mobile Communicator

Troubleshooting license file problems

Using log files

Troubleshooting communication and network problems

Navigation

Performing a packet capture

Disabling Wireshark packet checksum verification

Troubleshooting data connections between Avaya 3100 Mobile

Communicator - Client for Windows

Mobile and the gateway

Procedure steps

Troubleshooting client log in problems

Log in problem scenario setup

Client log in problem analysis

Troubleshooting call termination problems

Call termination problem scenario setup

Call termination problem analysis

Troubleshooting call origination problems

Call origination problem scenario setup

Call origination problem analysis

Troubleshooting corporate directory search problems

Corporate directory search problem scenario setup

Corporate directory search problem analysis

Key Features

Related manuals

Avaya

3100 Mobile Communicator and Security

Avaya

Mobile Communication 3100

Avaya

3100 Mobile Communicator Fundamentals

Avaya

3100 Mobile Communicator Deployment

Avaya

Mobile Communication Gateway 3100

Avaya

3100 Mobile Communicator - Client for Windows Mobile

Nortel Networks

NN42030-300

Avaya

Mobile Communication Gateway 3100

Avaya

3100 Mobile Communicator

Avaya

Communication Server 2100

Avaya

Mobile Communication Gateway 3100

Avaya

NN42030-102

Frequently Answers and Questions

How do I log in to the Avaya 3100 Mobile Communicator?

How do I make a phone call using the Avaya 3100 Mobile Communicator?

How do I send an email using the Avaya 3100 Mobile Communicator?