IP Office Troubleshooting
Unable to Load Bin Files After DTE Reset
The IP Office is unable to load the working Bin files after a DTE reset of the system.
When the operating software has been deleted from the IP Office control unit using the DTE commands, the IP Office will attempt to load a new firmware image over the Ethernet (LAN1) using BOOTP (Bootstrap Protocol) from a suitable system - typically the PC running Manager. For the firmware to load successfully, the first verification step is to ensure that PC running Manager and the IP Office must be directly connected with a valid LAN cable and the link state LED must be on for both the Manager PC and the IP Office. After this is verified in the positive, the following must also be in place:
• A valid BOOTP entry must exist in Manager.
• Manager must be setup with the broadcast IP address.
• Manager's directory setting must be correctly set to where the image/bin file resides.
• The PC running Manager must have a valid IP address that is in the same subnet as the IP Office - a static address is recommended.
Each of these verifications are discussed in detail below.
Via Manager, check the options in the BOOTP entry.
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click BOOTP and double-click the BOOTP of the system in question. The number of BOOTP displayed is dependent upon the number of IP Office systems the PC running Manager is connected to. A BOOTP window similar to the
following is displayed:
3. Verify that the BOOTP entry is enabled via the Enabled check box.
4. Check that the MAC address of the IP Office is accurate. This number is the same as the serial number displayed in the Unit configuration form. Alternatively, the MAC address can be found on Manager by clicking View|TFTPLog.
5. Check that the correct IP address for TFTP is entered in the IP Address field. In most scenarios, the IP Office control unit is the TFTP server.
6. In the File Name field, check that the correct file name for the system bin file is entered. It should be one of the following:
7. Check that the Time Offset field is set to 0. This field defines the offset between the PC time and the time sent to the IP Office system in response to a time request.
II. Check the Preferences setting on Manager by clicking File|Preferences. If the broadcast address of 255.255.255.255 is not in bold, then select it. This configures Manager with the broadcast IP address. Below is an example of the Preferences selection:
III. Check that the binary directory (bin files) of the Manager program is directed to the location of the IP hard phone bin files. Bin files are stored in the root of the Manager directory, so the binary files' directory needs to point to the Manager directory.
To verify the directory location (and update it if necessary):
1. Log onto Manager.
2. Click File|Change Working Directory. A Select Directory window appears.
3. In the Binary Directory (.bin files) field, make sure that it contains the file path of where the Manager application was installed. If it does not,click the Browse icon to the right of the text box to browse to the correct location.
4. Click OK.
IV. 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 anywhere between 192.168.42.2 to 192.168.42.254.
To check and update the IP address 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 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.
5. Click OK.
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).
Load the bin files again.