Contact your telephone company to verify the provisioning information for your switch and verify the SPIDs in Menu 2 (applies to North America only). ISDN Loopback Test If the ISDN initialization has passed, the loopback test should also pass. This test may be executed from Menu 24.4, where it is shown as test 4, ISDN Connection Test. If test 4 fails, verify the phone numbers that you entered in Menu 2. The loopback test dials the number entered in the second phone # field (except for switch types with only one phone number). If you are required to dial a prefix (for example, 9) to get an outside line, you must enter the prefix with the phone number (for example, 95551212 or 914085551212). If it is an internal line, you might need to enter only the last four or five digits depending on your internal dialing plan (for example, 51212). Troubleshooting 10-3 Trouble.fm Page 4 Tuesday, October 10, 2000 3:27 PM Reference Guide for the Model RT328 and Model RH348 ISDN Routers Troubleshooting a TCP/IP Network Using a Ping Utility Most TCP/IP terminal devices and routers contain a ping utility that sends an echo request packet to the designated device. The device then responds with an echo reply. Troubleshooting a TCP/IP network is made very easy by using the ping utility in the built-in Manager interface (Menu 24.4) or in your PC or workstation. Testing the LAN Path to Your Router To verify that the LAN path to your router is set up correctly, from the Windows 95 (or Windows NT®) run menu, type Ping and the IP address of the router. Press the Enter key. You should see a message like this one: Pinging with 32 bytes of data If the path is working, you see this message: Reply from < IP address >: bytes=32 time=NN ms TTL=xxx If the path is not working, you see this message: Request timed out If the path is not functioning correctly, you could have one of the following problems: • Wrong physical connections – Make sure the LAN Link LED is on. If the LAN Link LED is off, follow the instructions in “LAN Link LED” on page 10-2. – Check that the corresponding Link LEDs are on for your network interface card and for the hub ports (if any) that are connected to your workstation and router. • Wrong network configuration – Verify that the Ethernet card driver software and TCP/IP software are both installed and configured on your PC or workstation. – Verify that the IP address for your router and your workstation are correct and that the addresses are on the same subnet. 10-4 Troubleshooting Trouble.fm Page 5 Tuesday, October 10, 2000 3:27 PM Reference Guide for the Model RT328 and Model RH348 ISDN Routers Testing the Path from Your PC to a Remote Device After verifying that the LAN path works correctly, test the path from your PC to a remote device. From the Windows run menu, type PING -n 10 followed by the IP address of the remote device you are calling. If the path is functioning correctly, the B1 or B2 LED on the router should turn on, indicating that a call is being placed. If the B1 or B2 LEDs do not turn on, follow these instructions: • Check that your PC has the IP address of your router listed as the default gateway. If the IP configuration of your PC is assigned by DHCP, this information will not be visible in the control panel network utility. Go to the Run… window and run winipcfg. The IP address of the router should appear as the Default Gateway. • Check to see that the network address of your PC (the portion of the IP address specified by the netmask) is different from the network address of the remote device. • Check Menu 12 and verify that at least one static route exists. As the ISDN call is being set up, your PC should display a few timeouts followed shortly by replies. If the path is not functioning correctly, only timeouts are displayed. This response indicates that the router is unable to establish a PPP connection with the remote LAN. Refer to the next section, “Troubleshooting a Remote Node or ISP Connection.” Troubleshooting a Remote Node or ISP Connection To troubleshoot a remote node or an ISP connection, follow these instructions: • Check Menu 24.1 to verify the ISDN status. If the menu indicates the ISDN status as down, then refer to “Troubleshooting the ISDN Line,” on page 10-2. • Place a manual call to the remote node, using Menu 24.4.5. The progress of the call is displayed on the screen. If the call does not connect, verify the following parameters in Menu 11: – Pri(mary) Phone # – Sec(ondary) Phone # – Transfer Rate Troubleshooting 10-5 Trouble.fm Page 6 Tuesday, October 10, 2000 3:27 PM Reference Guide for the Model RT328 and Model RH348 ISDN Routers • Verify your IP address in Menu 3.2 and verify the following parameters in Menu 11: – My Login – My Password – Rem IP Addr If the call is connected but quickly terminated, it indicates the possibility of a negotiation problem. • Check the error log in Menu 24.3.1, which usually provides some indication of why the call was dropped. If t...
