Lucent Technologies Audix Administration And Data Acquisition Guide

							Troubleshooting 
A-1 Establishing a Connection to the System 
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AUDIX Administration and Data Acquisition Package  585-302-502  Issue 14
May 1999
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Troubleshooting
This ap p end ix provid es ad d itional information not found in the c ommand 
d esc rip tions ab out error messag es and  p ossib le ab normal outp ut from the 
AUDIX Ad ministration and  Data Ac q uisition Pac kag e (ADAP) c ommands. 
Establishing a Connection to the 
System
We rec ommend  that you use a Terminal Emulator (suc h as 513) to d eb ug  your 
mod em c onnec tion b etween the I
NTUITY AUDIX, DEFINITY AUDIX, or R1 AUDIX 
system and  your personal c omp uter. 
Terminating the Connecting to the 
System
If you find  that the c onnec tion to the voic e mail system (INTUITY AUDIX, DEFINITY 
AUDIX, or R1 AUDIX system) is not being dropped after the logout command has 
b een issued , c hec k the op tion switc hes on your mod em. The log out c ommand  
makes sure that the DTR (d ata terminal read y) lead  on the mod em c ab le is held  
low for 500 msec . This is long enoug h for most mod ems to d rop  the c onnec tion. 
Retrieving Data During Peak Usage
Avoid  c ollec ting  traffic  and  sub sc rib er d ata when many users are log g ed  in to the 
voic e mail system. It is b est to c ollec t these files after p rime time hours. For a 
g iven number of sub sc rib ers, c ollec tion may take more than twic e as long  when 
traffic  is heavy as it d oes when traffic  is lig ht.  
						

							AUDIX Administration and Data Acquisition Package  585-302-502  Issue 14
May 1999
Troubleshooting 
A-2 Interactions Between Terminals On AUDIX Systems 
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Interactions Between Terminals On 
AUDIX Systems
You should  b e aware of the fac t that ac tivity on the maintenanc e terminal c an 
affec t the b ehavior of data retrievals from the ad ministration p ort. The op erations 
that are most sensitive to these interac tions are retrieval of error and  alarm log  
d ata. For examp le, a p erson on the maintenanc e terminal c an c hang e the error 
log searc h spec ific ation that was just sent b y ADAP using  the geterror
 
c ommand . This will result in erroneous data b eing  returned . 
Ti m e o u t s
The voic e mail system will drop  terminal sessions after one hour of inac tivity. If 
this oc c urs b efore you have finished, you must log in ag ain. 
Data Acquisition Problems
There are two typ es of error messag es that you mig ht see — fatal and  nonfatal. 
As you would  exp ec t, fatal messag es are d isp layed  just b efore the c ommand  
you are exec uting  q uits. After six nonfatal errors when c onnec ted  to an AUDIX 
system, ADAP c ommand s will quit. Examp les of fatal and  nonfatal errors follow: 
nFatal: If you don’t sp ec ify a d ay or month after the -f
 flag , you will rec eive a 
fatal error. 
nNonfatal: If you sp ec ify an invalid  extension while using the gettraf
 
c ommand , you will rec eive a nonfatal error. 
One c lass of errors is assoc iated  with improp er c ommand  syntax. These error 
messag es are self exp lanatory. 
A table describing driver errors is shown in Ap pend ix B
. 
Most p rotoc ol errors are rec overab le; they ind ic ate that the p rotoc ol is rec overing 
from a noise hit on the line. If you see an error messag e that ind ic ates a p rotoc ol 
error: log  out, log  in ag ain, and  rep eat the c ommand . If the same error oc c urs, 
g et a p rintout of the error (if p ossib le) and  c all your remote maintenanc e servic e 
c enter. For examp le, you may c all the national troub le rep orting numb er 
(1-800-242-2121).  
						

							AUDIX Administration and Data Acquisition Package  585-302-502  Issue 14
May 1999
Troubleshooting 
A-3 Alogin (Automated Login) Problems 
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Alogin (Automated Login) Problems
To use alogin
, make sure that your c onfiguration c omp lies with the g uid elines 
described in Chap ter 2, Installation
. 
If the alogin
 c ommand  d oes not make a suc c essful c onnec tion, inc lud e the -v
 
flag  the next time you run the c ommand . This op tion (the verb ose flag ) will 
d isp lay on the sc reen all input that alogin
 is send ing  to the voic e mail system, 
and  all of the system’s resp onses. The most c ommon error is d ue to an invalid 
login name/password/system password being specified on the alogin
 c ommand  
line. 
Common Problems and Solutions
Listed  on the following  p ag es are typ ic al p rob lems that you may enc ounter, 
along  with their solutions. 
Connection Problems with Login Commands:
ProblemThe software exp ects to receive a d ata set ready sig nal d uring  the log in 
p rocess. If it d oes not, you will rec eive one of the following  error 
messag es: 
(ALOGIN)
eopen of port 0 failed, rc = 0x85.
Processing stopped.
(LOGIN)
FATAL ERROR:System error; login.c, 84, 133.
Processing stopped.
SolutionThis p rob lem is most often seen with Hayes modems. Use the -i op tion 
to byp ass the search for the DSR signal. 
ProblemWhen you attempt to log into the voic e mail system using  an invalid  
arg ument or option with the log in c ommand  (for examp le, an invalid 
d elete or password), the c ommand  will fail. 
SolutionWhen you log into the voic e mail system, use the -v op tion with the 
login c ommand . Detailed  transfer statistic s of the log in c ommand  
status and  the voice mail system c onnect responses will then be written 
to the sc reen. These statistic s will help  you d etermine the solution to 
this p rob lem.  
						

							AUDIX Administration and Data Acquisition Package  585-302-502  Issue 14
May 1999
Troubleshooting 
A-4 Common Problems and Solutions 
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Problems Encountered During Data Retrieval or
Database Modification:
ProblemIf you attemp t either to retrieve the voice mail system data or to chang e 
a sub sc rib er rec ord , you may encounter the following  error: 
FATAL ERROR:  HARDWARE ERROR; Cannot 
write auxiliary port 1.
Processing stopped.
If this hap p ens, you have not log g ed  into the voic e mail system. 
SolutionLog into the voic e mail system, using  either alogin or login. 
ProblemIf you attempt to retrieve the DEFINITY AUDIX d ata, you may enc ounter 
the following  error: 
SENT TOO MANY NAKS
If you attempt to retrieve the AUDIX d ata, you may enc ounter the 
following  error: 
DATA ERROR:  PROTOCOL ERROR:  
12 consecutive sinit retries.
Processing stopped.
You have either entered the wrong terminal type, entered wrong  release 
value for the -r op tion or your c onnec tion to the voic e mail system has 
been dropped because of a timeout. 
SolutionLog into the voic e mail system, using  either alog in or log in. 
ProblemWhile running  the Sample App lic ation p rograms, you may receive the 
following  error messag e: 
Too many files are open.
Do errorchk with error()
If you rec eive this error, the p arameter FILES is not set c orrec tly in your 
c onfig.sys file. 
SolutionAt the C>  p romp t, acc ess your c onfig .sys file and  set FILES to 20 and  
BUFFERS to 15. 
ProblemSome symp toms of insufficient memory or disk storag e are as follows: 
nGrap hic  outp ut flashing  on and  off very q uic kly 
nError messag e from d BASE III PLUS ind icating  insufficient availab le 
memory to load  d BASE III PLUS 
SolutionUse the MS-DOS chkdsk c ommand to see the number of free b ytes 
remaining  on your PC. To run MS-DOS, d BASE III PLUS, and the 
g raphics software, ap proximately 357,000 total b ytes should  b e free for 
c onventional p rog ram exec ution memory.  
						

							AUDIX Administration and Data Acquisition Package  585-302-502  Issue 14
May 1999
Troubleshooting 
A-5 Common Problems and Solutions 
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ProblemIf your hard ware setup  includes an IBM monochrome d isp lay, you won’t 
b e ab le to use g rap hic  outp ut (this inc lud es viewing  on-line help  
information for the PC2AUDIX interfac e). 
SolutionWith the g rap hic s software, the only solution is to use another monitor. 
You c an eliminate the p rob lem with viewing  the on-line help information 
b y using a mod ified  help  file available b y c alling  your remote 
maintenanc e servic e c enter. For example, you may c all the Technic al 
Service Org anization at 1-800-242-2121. 
ProblemIf your MS-DOS version is older than version 3.1, the ad d , c hang e, and  
d elete sub scrib er c ap abilities will not work, and  you will see the 
following  error messag e: 
Unknown program name
SolutionInstall MS-DOS 3.1 or a newer version on your PC. 
ProblemWhen you retrieve d ata using  a d irect c onnec tion to the voic e mail 
system, you may notice inacc urac ies. For reliab le data retrieval, the 
leng th of the RS-232 c ab le c onnec ted  to the b ack of your PC should  not 
exc eed  50 feet. 
SolutionExamine the RS-232 cab le connec ted  to the b ac k of your PC. If its 
leng th exc eed s 50 feet, replace the cab le with a shorter one. 
ProblemIf you are using  version R1V3 or R1V2 of the AUDIX software and are 
running  the PC2AUDIX interfac e to retrieve hourly, daily, or monthly 
system d ata, you may enc ounter the following  error message: 
FATAL ERROR:  SYSTEM ERROR;
ret_rem.c, 82,2 (tr_remda -d date)
If this hap p ens, you have spec ified  a software version other than R1V2 
or R1V3 on the PC2AUDIX Setup  Parameters menu b efore selecting  
Data Retrieval on the PC2AUDIX Root Menu. The R1 AUDIX list : 
mac hine form c hanged  with version R1V4. 
SolutionReturn to the PC2AUDIX Setup  Parameters menu, and  sp ec ify the 
c orrec t software version. 
ProblemIf the ADAPROOT environment variable is set inc orrec tly, you may 
encounter the following  error:
zopeno cant open: No such file or directory 
Cant open file
SolutionIf this happ ens, enter the SET c ommand  to d isp lay a list of environment 
variables and  look for the ADAPROOT=  line.  If it is there, make sure 
that it references the same d rive and d irec tory that was used  during  
installation.  If not, or if the ADAPROOT=  line is not in the list, enter the 
following  c ommand :
SET ADAPROOT=:\
where  is the d rive letter and   is the d irec tory path 
name that were used  during  installation.  For further information, see 
Section 2. 
						

							AUDIX Administration and Data Acquisition Package  585-302-502  Issue 14
May 1999
Troubleshooting 
A-6 Common Problems and Solutions 
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							RS-232 Driver Errors 
B-1 Converting Error Return Codes into RS-232 Driver Error Codes 
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AUDIX Administration and Data Acquisition Package  585-302-502  Issue 14
May 1999
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RS-232 Driver Errors
If a d river error oc c urs d uring  the form retrieval p roc ess, the d ata ac q uisition 
software writes a text messag e, c ontaining  an error return c od e in hexad ec imal 
format, to your sc reen. This ap p end ix c ontains: 
nA driver error table 
nDirec tions for c onverting  the hexad ec imal error return c od es written to 
your sc reen into the driver error c od es shown in the tab le 
Converting Error Return Codes into
RS-232 Driver Error Codes
To c onvert the hexad ec imal error return c od e into a d river error c od e, you must 
first c onvert the hexad ec imal numb er into a b inary numb er and  then look up the 
p osition number of the b its that are on. 
To c onvert the hexad ec imal error return c od e into a d river error c od e: 
1. Convert the hexad ec imal error numb er on your sc reen to a b inary numb er. 
Binary eq uivalents for hexad ec imal numb ers, in g roup s of four b its for 
eac h hexad ec imal d ig it, are shown on the next p ag e. 
						

							AUDIX Administration and Data Acquisition Package  585-302-502  Issue 14
May 1999
RS-232 Driver Errors 
B-2 Converting Error Return Codes into RS-232 Driver Error Codes 
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For examp le, in the following  table, the error numb er 85 (shown on the first 
line below) is the b inary numb er 10000101 (shown on the sec ond  line). 
In the b inary numb er 10000101, eac h b inary d ig it is c alled  a b it. A 
one 
means the b it is on, while a 
zero means the b it is off. 
Th e  b i t  
positions, read ing  from left to rig ht, are 76543210 (shown on the 
third  line). 
2. Look at the last three b its on the right (101 in the ab ove samp le). These 
b its are the c omp letion c od e that tells whether the c ommand  suc c eed ed , 
or whether it failed  and  why. 
3. Look up  the c omp letion c ode numb er in the RS-232 d river error tab le 
b elow. You will see that the error rep resented  b y the value 101 is 
No DSR 
(line b reak)
. 
Hexadecimal Equivalents
HexadecimalBinaryHexadecimalBinary
0000081000
1000191001
20010A1010
30011B1011
40100C1100
50101D1101
60110E1110
70111F1111
Example Conversion
Hexad ec imal error85
Bit value10000101
Bit p osition76543210 
						

							AUDIX Administration and Data Acquisition Package  585-302-502  Issue 14
May 1999
RS-232 Driver Errors 
B-3 Converting Error Return Codes into RS-232 Driver Error Codes 
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4. Notic e whether a 1 is in any of the b it p ositions 3, 4, 5, 6, or 7. 
5. Look up  the c orresp ond ing bit p osition numb er in the d river error tab le to 
ob tain further error information. 
For examp le, in the examp le c onversion table ab ove, b it numb er 7 is on. If 
you look in the d river error tab le, you will see that this numb er c orresp onds 
with 
Timeout ind ic ator. 
Of the c omp letion c odes, the only one that should  ap p ear is 101
 (No DSR). The 
DSR line in the interfac e c able b etween the DEFINITY AUDIX System or R1 
AUDIX system and  the PC c arries a sig nal that c ontrols the flow of d ata. When 
error 101
 ap p ears on your sc reen, this c ontrol sig nal either is not present or is in 
the wrong  state. None of the other c omp letion c od es should  b e seen. 
When the d river is op ened , it is told  to ig nore CTS (Clear to Send ) errors. 
Driver errors may be ac c ompanied  b y the timeout ind ic ator. 
Driver Errors
Bit PositionsErrorsBit Type
2 to 0Comp letion Cod e:
     000 =  Suc c essful c ompletion
     001 =  Busy or no c harac ter read y
     010 =  Parameter error
     011 =  Not op ened
     100 =  Not c losed
     101 =  No DSR (line b reak)
     110 =  No CTS (modem error)
     111 =  Illeg al c ommand
3Overrun errorRec eive only
4Parity errorRec eive only
5Framing errorRec eive only
6Break d etec tedRec eive only
7Timeout ind ic ator 
						

							AUDIX Administration and Data Acquisition Package  585-302-502  Issue 14
May 1999
RS-232 Driver Errors 
B-4 Converting Error Return Codes into RS-232 Driver Error Codes 
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