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IP Office Troubleshooting

IP Office Does Not Reboot or Goes into a Reboot Loop After a System Upgrade

Issue
The IP Office does not reboot or goes into a reboot loop after a system upgrade.

Actions
If you experience this issue, then the upgrade has not been successful. You must perform the upgrade again. Before performing an upgrade, it is critical that you keep the following issues in mind:
• Follow the pre-upgrade checks and upgrade instructions below because certain IP Office control units and software levels require additional steps and procedures.
• It is highly recommended that when the IP Office control unit software is upgraded, the Manager application is upgraded as well.

Pre-Upgrade Checks
I. Check the network connection between the PC running Manager and the IP Office. Are the two on the same LAN segment?
• This verification step is critical if the IP Office system is running software version 2.0 or older because there will be no validation of the existence of a system software before the old software is erased from the system memory. If the IP Office system and/or Manager is
running software version 2.0 or older, make sure the Manager PC and the IP Office are on the same LAN segment and the upgrade is not being performed across WAN or RAS links.
• If the customer's site is running Manager 2.1 or newer and IP Office 2.1 or newer, then a Validated Upgrade is available. With a validated upgrade, it is not required that the Manager PC and the IP Office are on the same LAN segment.

II. Ensure that the Manager PC has a fixed (static) IP address. This address should be on the same subnet as the IP Office control unit with the subnet mask set correctly.
III. Test the broadcast routing between the Manager PC and IP Office by setting the Preferences to 255.255.255.255 and check that Manager can receive the configuration from the IP Office being upgraded.

PROCEDURE

To check the Preferences setting:
1. Log onto Manager.
2. Click File | Preferences and select 255.255.255.255.
3. Open the configuration of the IP Office being upgraded. If Manager is successful at receiving the configuration, it means the broadcast routing is working correctly.

IV. Check that the Manager program's binary directory is pointing to the folder containing the 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.


PROCEDURE

The directory is shown in the Manager's title bar and can be set by doing the following:
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.

V. Obtain the .bin files. If the Manager application has already been upgraded, then the appropriate .bin files are already copied to Manager's binary directory (default = c:\program files\avaya\ip office\manager). A set of .bin files can also be found in the \bin folder on the IP Office
Administration CD.

VI. Make a copy of the current configuration file by saving it offline before performing the upgrade. If the upgrade fails, the current configuration may be erased so a backup copy is an essential precaution.


PROCEDURE

To save an existing configuration file offline:
1. With the configuration file opened on Manager, click File | Save As.
2. On the Save As window, browse to the folder directory in which you want to save the configuration file.
3. Click Save.

VII. Where several IP Offices are connected in a voice and/or data network, they should all be running the same level of software.

VIII. Check the Manager BOOTP entries. BOOTP is part of the process by which the IP Office restarts and requests new software. The Manager PC acts as the IP Office's BOOTP server and must have a BOOTP entry for the IP Office.
To verify the BOOTP entries:
1. Log onto Manager and receive the IP Office configuration.
2. Click Control Unit to display a list of units in the system. The list of units should look similar to the screenshot below.
3. Device Number 1 is the Control Unit (i.e. IP401, IP403, IP406 or IP412). Note its type, software version, IP address and the serial number. The Serial Number is the Control Unit's MAC address.
4. Click BOOTP to display a list of BOOTP entries. There should be one for every IP Office ever configured from the Manager PC. Check that the list includes the MAC and IP address of the Control Unit you want to upgrade and that the .bin file listed matches the Control Unit's type.
5. If an entry does not exist right-click the displayed list and select New. Enter the required details and click OK. You do not need to send the configuration back to the IP Office as BOOTP entries are stored on the Manager PC.
6. Double-check the entry as this is a critical setting for the upgrade process.

Upgrading IP Office and Manager

If you are running IP Office and Manager 2.1 or newer, a validated upgrade is available through the Upgrade Wizard within the Manager interface. To invoke a validated upgrade, the Validate box on the Upgrade Wizard must be checked (default) before performing the upgrade. With the Validate box checked, the system will check that it has received the new .bin files and then give you the option to upgrade. If you uncheck the Validate box, a validated upgrade will not be performed. The validated upgrade function can be performed on both a remote and local upgrade.

If you are running Manager 2.0 or older, the Validate box and hence the remote upgrade functionality is not available. If you are running Manager 2.1 but the control unit is still running IP Office 2.0, a validated upgrade will not be available and the Validate box will be grayed out on Manager.
I. Follow the Pre-Upgrade Checks.
II. Remove the existing IP Office Admin Suite. When upgrading an IP Office system from one core software level to another, the recommended process is to upgrade all existing IP Office application software as well. This is done by un-installing and then reinstalling the software. The
un-install process below only removes those files installed during each applications original installation. Any other files added since (user files, system configurations files, voicemail messages, etc.) are not removed.

PROCEDURE

To un-install the IP Office Admin Suite:
1. Open the Windows Control Panel (Start | Settings | Control Panel).
2. Select Add/Remove Programs.
3. Select IP Office Admin Suite.
4. Click Add/Remove.
5. From the options offered select Remove. This process only removes those files installed during the application suites original installation. Any other files added since (user files, system configurations files, voicemail messages, etc.) are not removed.
6. Follow any prompts given during the removal process.
• Note: The removal of some applications (for example TAPI, Feature Key Server, etc) will require the PC to be rebooted.
7. Click OK to finish and close the Control Panel.
8. The new versions of the application suites can now be installed.

III. Install the new application suite.

PROCEDURE

To install the IP Office Admin Suite:
1. Insert the Administrator CD into the PC’s CD drive. The CD autoruns. You are initially presented with the option to select which language you wish to use. Select the language from the pull down list and click OK.
2. The Destination folder location option menu is displayed. Either accept the default location (click Next) of where the Administration Suite is to be installed or change the location by clicking Browse and entering a new location.
3. Select which components you wish to install by selecting the appropriate boxes and click Next.
4. Name the program folder or accept the default (Manager), click Next and wait for the Administration Suite installation to be completed.
5. Installation runs and on completion select Restart now and click Finish twice.

IV. With all the necessary files in the proper directory on the Manager PC, perform the upgrade.

PROCEDURE

To start the upgrade:
1. Log onto Manager.
2. Click File | Advanced | Upgrade. The Upgrade Wizard window opens.
3. The wizard lists the Control Units and Expansion Modules found.
• No Units Listed ~If this occurs using the Broadcast Address of 255.255.255.255 it implies that the Manager PC is not connected to any local IP Office units. At this point, you should enter the specific IP address of the unit you wish to upgrade or check the network settings.
4. The list shows the current software level of the units and the level of the appropriate bin file it has available for each unit from those in the Manager's working folder.
5. Check the boxes for those control units that you want to upgrade.
6. If you are running Manager 2.1 or later, a Validate box will be available and checked by default. Leave the box checked if the control unit you are updating is currently running IP Office 2.1 or later because this will perform a validated upgrade. If the control unit you are updating is currently running IP Office 2.0 or earlier, the Validate box will be grayed out.
7. In Manager select View | TFTP Log. This will allow you to see the file transfer processes. Arrange the windows so that you can see both the TFTP Log and the UpgradeWiz.
8. In the UpgradeWiz click Upgrade.
9. You will be asked to enter the System Password.
10. After the system has received and validated the new .bin files, you will be given the option to continue with the upgrade, where the process of erasing, downloading and installing will begin. If you want the to continue, click OK. Clicking Cancel will erase all the new .bin files
from the RAM of the control unit. The unit will continue operating as if an upgrade was never attempted.
11. An example TFTP log for a successful upgrade is shown below.
12. Following the upgrade the IP Office Control Unit should return to normal operation.

Upgrading IP Office 403 Systems to 2.0 or Newer

IP Office 403 control units running any software level older than 2.0 must be upgraded in a two stage process. You MUST upgrade this specific control unit via this method or else the upgrade will fail.
I. Follow the Pre-Upgrade Checks.
II. Remove the existing IP Office Admin Suite. When upgrading an IP Office system from one core software level to another, the recommended process is to upgrade all existing IP Office application software as well. This is done by un-installing and then reinstalling the software. The
un-install process below only removes those files installed during each applications original installation. Any other files added since (user files, system configurations files, voicemail messages, etc.) are not removed.

PROCEDURE

To un-install the IP Office Admin Suite:
1. Open the Windows Control Panel (Start | Settings | Control Panel).
2. Select Add/Remove Programs.
3. Select IP Office Admin Suite.
4. Click Add/Remove.
5. From the options offered select Remove. This process only removes those files installed during the application suites original installation. Any other files added since (user files, system configurations files, voicemail messages, etc.) are not removed.
6. Follow any prompts given during the removal process.
Note: The removal of some applications (for example TAPI, Feature Key Server, etc) will require the PC to be rebooted.
7. Click OK to finish and close the Control Panel.
8. The new versions of the application suites can now be installed.

III. Install the new application suite.

PROCEDURE

To install the IP Office Admin Suite:
1. Insert the Administrator CD into the PC’s CD drive. The CD autoruns. You are initially presented with the option to select which language you wish to use. Select the language from the pull down list and click OK.
2. The Destination folder location option menu is displayed. Either accept the default location (click Next) of where the Administration Suite is to be installed or change the location by clicking Browse and entering a new location.
3. Select which components you wish to install by selecting the appropriate boxes and click Next.
4. Name the program folder or accept the default (Manager), click Next and wait for the Administration Suite installation to be completed.
5. Installation runs and on completion select Restart now and click Finish twice.

IV. Perform the first stage of the upgrade by using the ip403.bin file found in the Manager / IP403V1_99 sub-folder.

PROCEDURE

To perform the first stage of the upgrade:
1. Open an explorer window and browse to the directory where Manager is stored. The directory should look similar to the following
2. Open an explorer window and browse to the directory where Manager is stored. Open the IP403V1_99 sub-folder. Copy the ip403.bin file from the sub-folder to the top level Manager working directory opened in the other explorer window.
3. Log onto Manager.
4. Click File | Advanced | Upgrade. The Upgrade Wizard window opens.
5. The wizard lists the Control Units and Expansion Modules found.
• No Units Listed ~~If this occurs using the Broadcast Address of 255.255.255.255 it implies that the Manager PC is not connected to any local IP Office units. At this point, you should enter the specific IP address of the unit you wish to upgrade or check the network
settings. The list shows the current software level of the units and the level of the appropriate bin file it has available for each unit from those in the Manager's working folder.
6. Check the boxes for those control units that you want to upgrade.
7. If you are running Manager 2.1 or later, a Validate box will be available and checked by default. Leave the box checked if the control unit you are updating is currently running IP Office 2.1 or later because this will perform a validated upgrade. If the control unit you are
updating is currently running IP Office 2.0 or earlier, the Validate box will be grayed out.
8. In Manager select View | TFTP Log. This will allow you to see the file transfer processes. Arrange the windows so that you can see both the TFTP Log and the UpgradeWiz.
9. In the UpgradeWiz click Upgrade.
10. You will be asked to enter the System Password.
11. After the system has received and validated the new .bin files, you will be given the option to continue with the upgrade, where the process of erasing, downloading and installing will begin. If you want the to continue, click OK. Clicking Cancel will erase all the new .bin files from the RAM of the control unit.
12. An example TFTP log for a successful upgrade is shown below.
13. Perform the second stage of the upgrade by following the instructions below.

V. Perform the second stage of the upgrade by using the ip403.bin file found in the Manager / IP403V... (version number is dependent on the software version being upgraded) sub-folder. Repeat the upgrade steps outlined above, but using the bin file in the new subfolder.

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

Manager is running the upgraded software version.

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