IP Office Troubleshooting
Manager Application Not Contacting the IP Office System
Issue
The Manager application does not recognize the IP Office System.
Possible Causes
Manager is a Windows application for viewing and editing the configuration file of IP Office Control Units. The Control Unit holds the configuration as files in the Control Unit's flash memory. Thus the files are not lost when power is removed from the system. Whenever the system is rebooted, the file is loaded from flash memory into the systems RAM memory.
The most likely cause for Manager not contacting the IP Office control unit is network-related configurations and settings. Depending on whether the PC running Manager is directly connected to the IP Office control unit or it is remotely connected, the verification steps vary slightly. Thus, the suggested actions taken to resolve the issue are divided into those two headings below.
Actions for Directly Connected Systems
If the PC running Manager is directly connected to the IP Office, do the following:
I. Verify that the computer running Manager has a static IP address and the address is within the IP range and subnet range that the IP Office control unit is configured with. The two IP addresses need to be on the same network. For example, if the IP and subnet range of the IP Office control unit is 192.168.42.1 and 255.255.255.0 respectively, then the IP address of the computer running Manager should be within the range 192.168.42.2 to 192.168.42.254.
Procedure
To check and update the IP address of the computer running Manager:
Right-click My Network Places and select Properties.
Right-click Local Area Connections and select Properties.
Select Internet Properties (TCP/IP) and click Properties.
With Use the following IP address selected, the fields for IP address and Subnet mask is available for editing. Make the necessary changes based on IP range of the IP Office control unit.
Click OK.
II. Check the default gateway programmed on the Manager computer. The default gateway is normally the IP Office. If it is not check with your IT administrator what the Default Gateway on the network should be.
Procedure
To check and update the default gateway of the computer running Manager:
1. Right-click My Network Places and select Properties.
2. Right-click Local Area Connections and select Properties.
3. Select Internet Properties (TCP/IP) and click Properties.
4. With Use the following IP address selected, the Default Gateway field is available for editing. The default gateway should be the IP Office. Make the necessary updates.
5. Click OK.
III. Ensure that the PC running Manager is connected directly into the LAN port on the IP Office and remove any other network connections temporarily from the IP Office LAN port to negate conflicts.
IV. Check that there is a network connection light on both the IP Office and the computer's network interface card (NIC).
V. Check you can ping the IP Office's IP address.
Procedure
1. From the Start menu of the computer running Manager, select Run.
2. Enter cmd in the text box.
3. In the Command Prompt window, type ping xxx.xxx.xxx.xxx (where x = IP address of the IP Office control unit).
4. A message similar to the following should appear:
5. If a message similar to the following appears and you have performed all the verification checks relating to this issue, then contact T3 support:
VI. Check the Preferences setting on Manager. There should be one set to 255.255.255.255.
Procedure
1. Log onto Manager.
2. Click File|Preferences.
3. There should be a 255.255.255.255 (a broadcast address) setting configured.
4. Select this IP address.
VII. Reboot the Manager PC.
VIII. If the connection to the IP Office still cannot be made, the system will require a DTE configuration clear. See DTE Port Maintenance.
IX. If the problem persists after you have performed ALL these troubleshooting steps, gather the following information BEFORE escalating the issue:
• A copy of the IP Office configuration will be useful before escalating to your support organization.
• The username and password of the configuration must be provided to your support organization for testing purposes.
• Any trace codes or log files generated by the System Monitor application (if available).
• Notes relating to the result of each of the verification steps performed above.
• The customer's network diagram (if applicable).
Actions for Networked Systems
If the PC running Manager is connected to the IP Office over the network (with a router or switch in- between) or is remotely connected, do the following:
I. Check the default gateway programmed on the Manager computer. The default gateway should be the router or the IP Office control unit.
Procedure
To check and update the default gateway of the computer running Manager:
1. Right-click My Network Places and select Properties.
2. Right-click Local Area Connections and select Properties.
3. Select Internet Properties (TCP/IP) and click Properties.
4. With Use the following IP address selected, the Default Gateway field is available for editing. Make the necessary updates.
5. Click OK.
II. Check that there is a network connection light on both the IP Office and the computer's network interface card (NIC).
III. Check you can ping the IP Office's IP address.
Procedure
1. From the Start menu of the computer running Manager, select Run.
2. Enter cmd in the text box.
3. In the Command Prompt window, type ping xxx.xxx.xxx.xxx (where x = IP address of the IP Office control unit).
4. A message similar to the following should appear:
5. If you are unable to ping the remote IP Office system, contact the site's IT manager because there could be a firewall preventing you from pinging the system even when you are connected to it.
IV. Check the Preferences setting on Manager. There should be one set to the IP address of the IP Office control unit you are managing.
Procedure
To enter the IP address of the IP Office control unit:
1. Log onto Manager.
2. Click File|Preferences.
3. Select the IP address of the IP Office control unit you are managing. Select File|Close to close the previous system configuration and click to open the configuration for the newly defined IP Office control unit.
4. If the IP address is not listed, do the following:
i. Select Edit and enter the IP address of the IP Office control unit in question. Leave the other configuration fields at their default.
ii. Click OK.
iii. Select File|Close to close the previous system configuration.
iv. Click to open the configuration for the newly defined IP Office control unit.
V. If the connection to the IP Office still cannot be made, the system will require a DTE configuration clear. See DTE Port Maintenance.
VI. If the problem persists after you have performed ALL these troubleshooting steps, gather the following information BEFORE escalating the issue:
• A copy of the IP Office configuration will be useful before escalating to your support organization.
• The username and password of the configuration must be provided to your support organization for testing purposes.
• Any trace codes or log files generated by the System Monitor application (if available).
• Notes relating to the result of each of the verification steps performed above.
• The customer's network diagram (if applicable).
Validation
Use the following procedure to verify that Manager can contact the IP Office system.
Procedure
1. From the Start menu of the computer running Manager, select Run.
2. Enter cmd in the text box.
3. In the Command Prompt window, type ping xxx.xxx.xxx.xxx (where x = IP address of the IP Office control unit).
4. The following message should appear:
5. Go to Manager and open a configuration by clicking and entering the system password.
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