MDR MDR-2000 - Page 65

MDR-2000
V3
User's Reference Manual
Troubleshooting
The information provided by the Maintenance command should correspond exactly with that
of
the
Interactive Monitor.
If
data has been stored, but
is
no longer being recorded, and the first three
values are '000001' then the unit has been reset. Resets are typical
of
a catastrophic hardware or
software malfunction that might result from a sudden electrical discharge. Sources
of
these are
power surges and static discharge. Temporarily turning the unit
off
will also cause a reset as will
the operator-to-operator '
MR'
command.
Run the various onboard diagnostics available on the MDR-2000. These will detect solid hardware
malfunctions, but are unlikely to detect intermittent faults. Refer to the section
of
the Test
commands for details.
6.4 Reporting A Problem
When reporting a problem to MDR or your service representative it
is
important to have adequate
information available. Following information is required
if
an accurate and timely problem
resolution
is
to be achieved:
• EPROM revision information from the Interactive Monitor's Ident command.
• Status information from the Interactive Monitor's Status command.
• The external serial number which
is
found on the rear
of
the unit.
• The model
of
the PBX being monitored and the generic
of
software in use. Include any
software settings that affect the CDR output
of
the PBX.
• Output from the Customize command showing the individual field settings or the customize
string selection.
• A sample
of
CDR output from the PBX on diskette. This
is
extremely important in diagnosing
obscure problems since PBX output may vary from the published specifications.
If
not
available on diskette then hardcopy output is acceptable.
• Results from the MDR-2000 Test commands; Test
NVR
and Test Ram.
• Details on the modems, multiplexors or other transmission equipment begin used. Include
model numbers, speeds and any special or unusual features that are being used.
6-7