Inter-Tel Glx Plus Issue 2 Installation And Field Maintenance Manual

							INTER-TEL PRACTICES 
GLX-PLUS INSTALLATION & MAINTENANCE TROUBLESHOOTING 
Issue 2, June 1993 
TROUBLESHOOTING 
CONTENTS PAGE 
1. Introduction ......................................................... 
2. Troubleshooting Checklist ............................................. 
3. Troubleshooting Charts ................................................ 
A. Features ........................................................ 
B. Intercom ........................................................ 
C. CO Lines ........................................................ 
D. Keysets ......................................................... 
E. Single-Line Sets .................................................. 
F. System Hardware ................................................ 
4. Customer Support ................................................... 
A. Technical Support ................................................ 
B. Emergency Assistance ............................................. 
5. Defective Unit Return Policy ........................................... 
1. INTRODUCTION 
1.1 This section describes the troubleshooting proce- 
dures to follow in the event of a system or station instru- 
ment malfunction. System repair is limited to replacing 
paa -for example, KSU, Expansion PCB, Accessory 
Port Module @PM), keysets, etc. 
2. TROUBLESHOOTING CHECKLIST 
2.1 Use this troubleshooting checklist before you start 
the system troubleshooting procedures. It may save you 
time and possibly eliminate the need for detailed 
troubleshooting. 
NOTE: In locations where there is low humidity, static 
can build up. This often causes small shocks or sparks 
when metal objects are touched. Although the internal 
metal components of the system are well insulated, a 
large static charge could cause an interruption in the sys- 
tem’s digital signals. If this occurs, the system would 
perform a reset, which may cause dropped calls or reset 
features. If the KSU or keysets are located in high-static 
areas, take precautions to eliminate the static. If prob- 
lems persist, contact Inter-Tel’s Customer Support De- 
partment. 
(1) Is the problem caused by user errors? Use the 
feature according to the instructions in the FEA- 
TURES section of the manual. 
6-l 
6-l 
6-3 
6-3 
6-3 
6-3 
6-3 
6-4 
6-4 
6-19 
6-19 
6-19 
6-19 
(2) Has the equipment been disconnected? Are the 
integrated circuits, PCBs, and equipment cables 
securely seated and connected? Refer to 
INSTALLATION for more information. 
(3) Is the RUN LED flashing or unlit? 
If the RUN LED does not light: 
Check the AC fuse that is accessible from the 
right side of the KSU. If open, replace it (2A, 
25OV, slow-blow). 
Check the breaker to the isolated, dedicated, 
AC power source. If tripped, reset it. 
Connector I7 on the Main Control PCB is not 
connected properly. Refer to page 2-6 for the 
location of the connector. 
If the RUNLED isjlashing: 
a. There may be insufficient voltage available 
from the AC power source. Measure the AC 
voltage. If it is low, contact an electrician. 
b. If the AC Power is sufficient, there is a prob- 
lem on the Main Control PCB. Replace the 
K!W. 
(4) If the problem involves a programmable feature, 
place the PRG EN switch in the ON position and 
check the ERROR LED for an indication of a 
database error. (The ERROR LED will not flash 
unless the PRG EN switch is ON.) 
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							TROUBLESHOOTING 
Issue 2. June 1993 INTER-TEL PRACTICES 
GLX-PLUS INSTALLATION L MAINTENANCE 
NOTE: If the LED is not flashing, there may still 
be an error. Place the PWR switch in the OFF 
position for 10 seconds; then return it to the ON 
position. (Turning the PWR switch off drops all 
calls in progress.) If the LED flashes, a software 
error has occurred. Follow the procedures given 
below. 
a. If the ERROR LED is flashing, an error has 
occurred in the system. Count the number of 
flashes between-the 3-second pauses. Refer to the chart below to determine the type of 
error. 
b. Initializing the system will cause the ER- 
ROR LED to stop flashing for errors 6 and 7. 
If you do not wish to initialize and prefer to 
reprogram the affected area, manually stop 
the flashing LED by placing the PRG EN 
switch in the OFF position and then returning 
it to the ON position. 
FLASHES RESET INDICATION 
1 ROM failure: A major system error has occurred. Place the PWR switch in the OFF position for 
10 seconds, then return it to the ON position. If the flashing does not stop, replace the KSU. 
6 System/station programming: An error has been detected in one of the database programming 
areas. Either initialize the database or reprogram the areas that are affected. (User-programmable 
features such as call forwarding and night ring mode can be corrected by the keyset user or atten- 
dant.) Possible effects of the error include: 
l All lines are subject to toll restriction. 
l No line is programmed for call forward to the public network. 
l Keyset options are incorrect.* 
0 Ring-in assignments are incorrect.* 
l Call forward mode is incorrect.* 
l CO line restriction is incorrect.+ 
l Timers, night ring mode, and the system toll restriction option have been returned to default status. 
*Can affect more than one keyset. 
7 System/station speed dialing: An error has been detected in one or more system or station speed- 
dial numbers. The faulty number has been erased and can be reprogrammed by the attendant or the 
keyset user. 
8 Self-initialization: The software has performed a self-initialization. The software contains a self- 
testing feature that will automatically initialize the system when the database is not readable. This 
normally only occurs when the KSU power switch is first turned on and the PRG EN switch is in 
the ON position, and before the database back-up battery is enabled. To stop the LED flash, make 
sure the battery is enabled (paper is removed), and turn the PRG EN switch off, then on again. 
Page 6-2  
						

							INTER-TEL PRACTICES 
GLX-PLUS INSTALLATION & MAINTENANCE TROUBLESHOOTING 
Issue 2, June 1993 
3. TROUBLESHOOTING CHARTS 
3.1 The simplified troubleshooting charts located on 
the following pages list symptoms, possible causes, and 
corrective actions for problems. Look up the problem in 
the appropriate chart and perform the corrective actions 
in the order given. The troubleshooting procedures for 
correcting equipment failures have been divided into 
the following six categories: 
A. Features 
B. Intercom Calls 
C. CO Calls 
D. Keysets 
E. Single-Line Sets 
F. System 
NOTE: Throughout the troubleshooting section of the 
manual, there are numerous references to replacing the 
defective part and returning it for repair. However, 
before returning any part, proper troubleshootingproce- 
dures should be used to verify that the part is actually de- 
fective. For example, if a keyset appears to be defective, 
swap it with a “known good” keyset presently installed 
in the system. If the problem follows the suspect keyset, 
it can be considered defective. For more information on 
returning defective equipment, refer to page 6-19. 
Some of the probable causes and corrective actions 
listed in the troubleshooting charts refer to the Expan- 
sion PCB and the APM. These are applicable only if the 
problem occurs at CO line 4, 5, or 6, or at sta- 
tions18,19,20, or 21. 
A. FEATURES 
3.2 If the problem involves system features: 
(1) Determine if the problem is due to user error. 
Perform the procedures as described in the FEA- 
TURES section. 
(2) If the feature still does not operate properly, pro- 
ceed to Figure 6-1, Feature Troubleshooting 
Chart, on page 6-5. 
3.3 The chart covers the following features: 
l Cannot place a call on hold. 
l Last number redial does not work. 
l Speed-dial memory lost or not working. 
l Headset enable, do-not-disturb, background music, 
and call forwarding codes do not work. 
0 Cannot initiate a conference. 
0 Cannot initiate a page. 
l 
0 
0 
B. Call is not forwarded to the public network. Caller 
hears fast busy signal. 
Unable to interface with computer call-up device. 
Call privacy release is inoperative. 
INTERCOM 
3.4 If the problem is associated with intercom calls 
only, refer to Figure 6-2, Intercom Troubleshooting 
Chart, on page 6-8. The chart covers the following fea- 
tures: 
0 
0 
C. No intercom dial tone. 
Cannot place an intercom call. Intercom dial tone is 
present. 
CO LINES 
3.5 If the problem is associated with outside calls 
only, refer to Figure 6-3, CO Line Troubleshooting 
Chart, on page 6-9. The chart covers the following fea- 
tures: 
0 
l 
l 
l 
0 
0 
l 
D. CO lines will not ring for incoming calls. 
CO line rings when a call is not ringing in. 
Cannot obtain CO dial tone. 
Cannot place an outgoing call. CO dial tone is pres- 
ent and intercom works. 
Other conversations can be heard on the line. 
Outside call is dropped upon answering or during 
conversation. 
CO line is inoperative throughout the system. 
KEYSETS 
3.6 If the problem is associated with a single keyset, 
refer to Figure 6-4, Keyset Troubleshooting Chart, on 
page 6-11. The chart covers the following features: 
0 Keyset does not receive intercom calls handsfree. 
l Speakerphone not operating properly. 
l Data noise heard through speakerphone or headset. 
l Keyset has no power. 
l Keyset squeals on outgoing calls or when receiving a 
handsfree call from a single-line station. 
0 Data device connected to keyset not operating prop- 
erly. 
0 LRA device connected to keyset not operating prop- 
erly. 
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							TROUBLESHOOTING 
Issue 2, June 1993 INTER-TEL PRACTICES 
GLX-PLUS INSTALLATION & MAINTENANCE 
E. SINGLE-LINE SETS 
3.7 If the problem is associated with a single-line set, 
refer to Figure 6-5, Single-Line Set Troubleshooting 
Chart, on page 6-14. The troubleshooting charts cover 
the following features: 
Single-line set is completely inoperative. 
Single-line set inoperative; talk battery is present. 
Single-line set inoperative; calls ring in; talk battery 
is present. 
Single-line set receives CO’ ring-in, but cannot 
answer the call. 
Single-line set drops calls when transferring them or 
placing them on hold. 
DTMF digits dialed at single-line set cannot be 
detected by telco and/or other stations 
l Intercom call to single-line set rings with CO ring 
cadence, not intercom ring cadence 
F. SYSTEM HARDWARE 
3.8 If the problem appears throughout the system, re- 
fer to Figure 6-6, System Troubleshooting Chart, on 
page 6-16. The troubleshooting charts cover the follow- 
ing features: 
All stations in the system are inoperative. No LEDs 
light when a CO line key is pressed. 
Several keysets are inoperative. No LEDs light 
when a CO line key is pressed. 
The single-line sets are inoperative. 
Music-on-hold is not present when an outside call is 
placed on hold. 
Repeated occurrence of dropped calls. 
RIVEMI present over conversations. 
_’ 
Page 6-4  
						

							INTER-TEL PRACTICES 
GLX-PLUS INSTALLATION & MAINTENANCE TROUBLESHOOTING Issue 2, June 1993 
FIGURE 6-l. FEATURE TROUBLESHOOTING CHART 
PROBABLE CAUSE 
User error 
Defective station instrument 
Defective Expansion PCB or 
APM 
Defective Main Control 
PCB 
SYMPTOM 
Last number redial does not 
vork 
Speed-dial memory lost or 
not working 
PROBABLE CAUSE 
User error 
Dialing speed too fast for 
PBX or central office 
Defective keyset 
Defective Expansion PCB or 
APM 
Defective Main Control 
PCB 
CORRECTIVE ACTION 
I 
Refer to page 4-22. 
I 
Perform GLX-Plus Keyset self-test (see page 
3-24) and/or reulace the station instrument. 
I 
Replace Expansion PCB or APM. 
Replace KSU or contact Inter-Tel Customer Sup- 
port for assistance. 
I 
CORRECTIVE ACTION 
Refer to page 4-33. 
Change the memory-dial speed timer to 0.2.. Refer 
to page 5-11. 
Perform GLX-Plus Keyset self-test (see page 
3-24) and/or replace the station instrument. 
Replace Expansion PCB or APM. 
Replace KSU or contact Inter-Tel Customer Sup- 
port for assistance. 
I SYMPTOM PROBABLE CAUSE 
I CORRECTIVE ACTION 
I 
User error 
Dialing speed too fast for 
PBX or Central Office 
System error has occurred 
Defective keyset 
Defective Main Control 
PCB Refer to page 4-32. 
Change the memory-dial speed timer to 0.2. Refer 
to page 5-11. 
Check the ERROR LED according to the instruc- 
tions on page 6-l. 
Perform GLX-Plus Keyset self-test (see page 
3-24) and/or replace the station instrument. 
Replace KSU or contact Inter-Tel Customer Sup- 
port for assistance. 
PROBABLE CAUSE CORRECTIVE ACTION 
PRG EN switch is in the ON PRG EN switch must be in the OFF position to 
position enter these feature codes. 
Page 6-5  
						

							TROUBLESHOOTING Issue 2, June 1993 INTER-TEL PRACTICES 
GLX-PLUS INSTALLATION dz MAINTENANCE 
FIGURE 6-l. FEATURE TROUBLESHOOTING CHART (CONT’D) 
SYhlPTOM PROBABLE CAUSE 
Zannot initiate a conference User error 
Conference circuits are busy 
Intercom channels are busy 
Defective station instrument 
Defective Expansion PCB or 
CORRECTIVE ACTION 
I 
Refer to page 4-30. 
I 
There are two conference circuits. When both are 
busy, the initiating party hears a busy signal. In- 
side parties are disconnected and outside parties 
are placed on individual hold. 
The initiating party must hang up and try again 
before adding an intercom call to the conference. 
Perform GLX-Plus Keyset self-test (see page 
3-24) and/or replace the station instrument. 
Replace Expansion PCB or APM. 
Replace KSU or contact Inter-Tel Customer Sup- 
port for assistance. 
SYMPTOM I PROBABLE CAUSE 
I CORRECTIVE ACTION 
Cannot initiate a page I User error 
All stations in the paging Refer to page 4-25, for correct procedures. 
Reorder tone is heard. Wait several seconds and 
then attempt to place the page again. 
Reorder tone is heard if all stations in the zone are 
in do-not-disturb. 
I 
I 
All stations in the paging 
zone are in do-not-disturb 
Another external zone page 
is being made Reorder tone is heard. Wait several seconds and 
then attempt to place the page again. Only one 
external zone 
page can be made at a time. 
Reprogram keysets to receive incoming pages (re- 
fer to page 5-13).  All keysets have keyset op- 
tion 1 enabled 
Defective station instrument 
Defective Expansion PCB or 
APM - 
Defective Main Control 
PCB Perform GLX-Plus Keyset self-test (see page 
3-24) and/or replace the station instrument. 
Replace Expansion PCB or APM. 
Replace KSU or contact Inter-Tel Customer Sup- 
port for assistance. 
Page 6-6  
						

							INTER-TEL PRACTICES 
GLX-PLUS INSTALLATION & MAINTENANCE TROUBLESHOOTJNG 
Issue 2, June 1993 
FIGURE 6-l. FEATURE TROUBLESHOOTING CHART (CONT’D) 
SYMPTOM 
Call is not forwarded to pub- 
lic network. Caller hears fast 
busy signal. 
PROBABLE CAUSE CORRECTIVE ACTION 
Call is toll-restricted or line If both station instruments are toll-restricted or 
is restricted 
restricted from accessing the CO line, the call is 
restricted. 
Line is not programmed for A CO line must be programmed as the call for- 
call forwarding ward to the public network line. Refer to page 
5-11. 
Call forward line is busy 
Forward requests form a 
loop Caller must hang up and try call again later. 
If call forward requests form a loop (station instru- 
merits are forwarded to each other), incoming calls 
will not be forwarded. 
Station instrument not pro- 
grammed correctly Refer to page 4-26 for correct procedure. 
SYMPTOM 
Unable to interface with 
computer call-up device 
(banking machine, answer- 
ing machine, auto dialer, 
etc.) 
I PROBABLE CAUSE 
I 
Equipment being called is 
defective 
DTMF digit duration/pause 
specifications of called 
equipment is incompatible 
with GLX-Plus System 
Defective Expansion PCB or 
Defective Main Control 
SYMPTOM 
I PROBABLE CAUSE 
Call privacy release inopera- User error 
.~ 
Programming error 
CORRECTIVE ACTION 
Ensure that the called equipment is functioning 
correctly. 
Check with the equipment manufacturer for 
DTMF digit duration/pause specifications. Adjust 
memory-dial speed timer. Refer to page 5-11. 
CO trunk must be designated as DTMF. Refer to 
page 5-11. 
Replace Expansion PCB or APM. 
Replace KSU or contact Inter-Tel Customer Sup- 
port for assistance. 
J 
CORRECTWE ACTION 
Keyset user must lift the handset or press the ON/ 
OFF key before pressing the busy CO line 
key. 
Refer to page 4-29 for information on call privacy 
and privacy release. 
I 
Verify that system-wide CO privacy release option 
is enabled. See page 5-11. 
I 
Page 6-7  
						

							TROUBLESHOOTING 
Issue 2, June 1993 INTER-TEL PRACTICES 
GLX-PLUS INSTALLATION & MAINTENANCE 
FIGURE 6-2. INTERCOM TROUBLESHOOTING CHART 
NOTE: These symptoms are isolated to one station instrument only. For identical problems involving more than one 
station instrument, refer to Figure 6-6, System Troubleshooting Chart, on page 6-16. 
SYMPTOM 
No intercom dial tone 
PROBABLE CAUSE 
Defective station cabling 
Defective station instrument 
Defective Expansion PCB or 
APM 
Defective Main Control 
PCB 
CORRECTIVE ACTION 
Check cable connections. 
Perform GLX-Plus Keyset self-test (see page 
3-24) and/or replace the station instrument. 
Replace Expansion PCB or APM. 
Replace KSU or contact Inter-Tel Customer Sup- 
port for assistance. 
SYMPTOM 
I PROBABLE CAUSE 
Cannot place intercom call. 
Intercom dial tone is pres- 
ent. 
CORRECTIVE ACTlON 
I 
Verify that a valid and equipped intercom number 
was dialed (10-21). / 
Perform GLX-Plus Keyset self-test (see page 
3-24) and/or replace the station instrument. 
, Replace Expansion PCB or APM. 
Defective Main Control 
PCB Replace KSU or contact Inter-Tel Customer Sup- 
port for assistance. 
Page 6-8  
						

							INTER-TEL PRACTICES 
GLX-PLUS INSTALLATION & MAINTENANCE TROUBLESHOOTING 
Issue 2, June 1993 
FIGURE 6-3. CO LINE TROUBLESHOOTING CHART 
SWJPTOM PROBABLE CAUSE 
ZO lines will not ring for in- CO ring duration timer is set 
:oming calls too long 
CORRECTIVE ACTION 
Attach a lineman’s test set to one of the lines at the 
RJ connector. Place an outgoing call that will ring 
in on the line with the test set. Check for ring sig- 
nal. If you hear ring signal, set the timer to a short- 
er duration. Refer to page 5-11. If you do not hear 
ring signal, notify the telephone company. (The 
minimum ringing voltage the system will recog- 
nize is 40VAC.) 
SYMPTOM 
I PROBABLE CAUSE 
I CORRECTIVE ACTION 
I 
CO line rings when a call is CO ring duration timer is set 
not ringing in (false ring-in) too short 
SYMPTOM 
Cannot obtain CO dial tone 
PROBABLE CAUSE 
Station has been restricted 
from CO line(s) for placing 
calls 
Central office is not supply- 
ing dial tone 
Defective station instrument 
CO line(s) disconnected 
Defective Expansion PCB or 
APM 
Defective Main Control 
PCB Noise on the CO line is causing false ring-in. Set 
the timer to a longer duration. Refer to page 5-11. 
CORRECTIVE ACTION 
Check the programming for the station and repro- 
gram is necessary. Refer to page 5-13. 
Attach a lineman’s test set to each line at the RJ 
and check for CO dial tone. If not present, contact 
the telephone company. 
Perform GLX-Plus Keyset self-test (see page 
3-24) and/or replace the station instrument. 
Check every CO line connection between the RJ 
and the KSU. 
Replace Expansion PCB or APM. 
Replace KSU or contact Inter-Tel Customer Sup- 
port for assistance. 
I SYMPTOM 
I PROBABLE CAUSE 
I CORRECTIVE ACTION 
Cannot place an outside call. CO line uses dial-pulse sig- 
CO dial tone is present and nal 
intercom works. 
Keyset is toll restricted 
(keyset option 6 enabled) 
Defective station instrument 
Defective Expansion PCB or 
APM 
Defective Main Control 
PCB When the system is initialized, all CO lines are 
designated as DTMP lines. One or more lines can 
be converted to dial-pulse through programming. 
See pages 5-10 and 5-11. 
Check the programming for the keyset and repro- 
gram if necessary (refer to page 5-13). 
Perform GLX-Plus Keyset self-test (see page 
3-24) and/or replace the station instrument. 
Replace Expansion PCB or APM. 
Replace KSU or contact Inter-Tel Customer Sup- 
oort for assistance. 
Page 6-9  
						

							THOUBLESHOOTING 
Issue 2, June 1993 INTER-TEL PRACTICES 
GLX-PLUS INSTALLATION & MAINTENANCE 
FIGURE 6-3. CO LINE TROUBLESHOOTING CHART (CONT’D) 
SYMPTOM 
Other conversations can be 
heard on the line (crosstalk) 
I 
PROBABLE CAUSE 
Defective CO line(s) 
CO lines miswired 
Defective Expansion PCB or 
APM 
Defective Main Control 
PCB 
SYMPTOM 
I PROBABLE CAUSE 
Outside call dropped upon 
answering or during con- 
versation 
Database error 
I IAPM - 
CORRECTIVE ACTION 
I 
Attach a lineman’s test set to each line at the RJ 
connector and check for cross-talk. If present, con- 
tact the telephone company. 
Check every CO line connection between the RJ 
connector and the KSU. 
Replace Expansion PCB or APM 
Replace KSU or contact Inter-Tel Customer Sup 
oort for assistance. 
CORRECTIVE ACTION 
I 
Pressing a line key after the connection has been 
made will automatically drop the call in progress 
and reseize that CO line. 
The system counts the number of digits dialed 
when the station instrument is toll restricted. If the 
user dials more digits than are allowed by toll re- 
striction, the call will be dropped (even if the call 
is in progress). 
Refer to the ERROR LED procedures on page 
6-l. I 
Perform GLX-Plus Keyset self-test (see page 
3-24) and/or replace the station instrument. I 
Replace Expansion PCB or APM. 
Replace KSU or contact Inter-Tel Customer 
SUP- 1 
port for assistance. I  Defective Main Control 
PCB 
SYMPTOM 
CO line is inoperative 
throughout the system 
PROBABLE CAUSE CORRECTIVE ACTION 
Defective CO line from ten- Attach a lineman’s test set the line at the RJ con- 
tral office nectar and check for CO dial tone. If not present, 
contact the telephone company. 
CO lines miswired Check CO line connections between the RJ and 
the KSU. 
All station instruments have Check programming for every station and repro- 
been restricted from acces- gram if necessary. Refer to page 5-13. 
sing CO line 
Defective or missing Expan- Replace or install Expansion PCB or APM. 
sion PCB or APM 
Defective Main Control 
PCB Replace KSU or contact Inter-Tel Customer Sup- 
port for assistance. 
Page 6-10