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308656-14.00 Rev 00
8-1
Chapter 8
Getting Help
This chapter explains how to get help from Nortel Networks when you are unable
to resolve a problem using the documentation.
Reporting a Problem to the Nortel Networks Technical
Solutions Center
This section identifies the information Nortel Networks needs when you call to
report a problem. For the telephone and fax numbers of the Nortel Networks
Technical Solutions Centers, see “How to Get Help” on page xxiii.
Before you call, prepare to answer the following questions to help expedite a
solution to your problem:
1.
What is the site ID?
This number allows Nortel Networks to track your problem and look up
related problems for the site. It also allows Nortel Networks to do a case
history of the router(s) in question.
2.
What is the service contract type?
Topic Page
Reporting a Problem to the Nortel Networks Technical Solutions Center 8-1
Sending and Retrieving Files 8-3
Note:
The procedures in this chapter assume that you have a Nortel Networks
service contract. For information about or to purchase a service contract, see
“How to Get Help” on page xxiii.
- Troubleshooting Routers 1
- Trademarks 2
- Restricted Rights Legend 2
- Statement of Conditions 2
- Contents 5
- 308656-14.00 Rev 00 10
- Before You Begin 15
- Text Conventions 16
- Acronyms 17
- Hard-Copy Technical Manuals 23
- How to Get Help 23
- Chapter 1 25
- Introduction 25
- Backing Up Your Files 27
- Preparing to Troubleshoot 28
- Filtering Event Messages 30
- • get 1.3.10.Pleasant.Easton 36
- <object> 37
- <attribute> 41
- <volume> 46
- Documenting Each Step 47
- Chapter 2 49
- Chapter 3 53
- Damaged Router 54
- Power Problem 54
- Blown Fuse 54
- LEDs Are Off 55
- Router Won’t Boot 55
- TRB0001A 57
- Checking the Boot PROMs 58
- Example 59
- Lost Password (BN Routers) 62
- No Space Left on Memory Card 63
- Memory or Buffer Problem 64
- TRB0002A 69
- TRB0005A 71
- Fault Message 72
- Chapter 4 73
- Chapter 5 79
- Interface Problems 80
- Troubleshooting ATM LANE 85
- , and take the 86
- <slot_no.> 100
- <slot> 102
- Caution: 104
- <instance> 107
- <ENTITY> 108
- Chapter 6 111
- Troubleshooting AppleTalk 112
- Troubleshooting DLSw 114
- Troubleshooting IP 116
- <TELNET 118
- Ping Does Not Work 119
- <slot_no.> 120
- Network Unreachable Message 121
- Host Did Not Respond Message 122
- TRB0006A 123
- Troubleshooting RIP 124
- Troubleshooting OSPF 125
- Troubleshooting IPX 126
- <destination_address> 129
- <service_name> 130
- Troubleshooting OSI 131
- Chapter 7 143
- (continued) 148
- <pathname> 151
- Chapter 8 153
- Getting Help 153
- Sending and Retrieving Files 155
- <filename> 156
- Appendix A 157
- Reading the Event Log 157
- System Startup 158
- Dial-on-Demand Raise DTR Log 174
- Dial-on-Demand V.25bis 179
- Appendix B 195
- Overview 196
- Implementation Notes 198
- Getting Started 199
- Creating an Instance for MCT1 201
- Example 1 204
- Example 2 204
- <line_no.> 205
- <value> 205
- Starting Packet Capture 207
- Terminating Packet Capture 207
- Capture file: 210
- Example 4 211
- Using Optional Features 212
- Assigning Filters 215
- <attribute_no.> 216
- Specifying the Reference 218
- Specifying the Offset 219
- Configuration Examples 221
- Example 3 222
- Example 5 223
- Settings 224
- <IP_address> 227
- Examples 231
- <slot no.> 237
- Bisynchronous 247
- Frame Relay 247
- Passthru 248
- Standard PPP 248
- Appendix C 253
- Packet Configuration 253
- Using the Line Subcommand 254
- Using the Load Subcommand 257
- Using the Unload Subcommand 257
- B-21, B-25, B-48 264
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