Nortel BCM50 - Contents

Contents 7
BCM50 Troubleshooting Guide
Using the Knowledge and Solution Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Chapter 10
Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Backup, restore, and reset operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
How do I back up the database? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
How do I restore the BCM50 from a previous backup? . . . . . . . . . . . . . . . . . . . . 80
How do I complete a Warm Reset or Cold Reset? Is it safe and will I lose customer data? 80
Password protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
How do I recover a lost password for the BCM50? . . . . . . . . . . . . . . . . . . . . . . . . 81
Fault management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
How do I view Alarms? Can I acknowledge and clear them? . . . . . . . . . . . . . . . . 82
System and status information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
How do I capture the logs from the BCM50? . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
How do I capture the current BCM50 configuration? . . . . . . . . . . . . . . . . . . . . . . 85
How do I find the BCM50 system health? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
How do I show specific process states? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
How do I verify current software revision? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
How do find the BCM50 System ID and Serial Number? . . . . . . . . . . . . . . . . . . . 87
Chapter 11
Contacting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Gathering critical information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Getting Help from the Nortel Web site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Getting help over the phone from a Nortel Solutions Center . . . . . . . . . . . . . . . . . . . . 90
Getting help from a specialist by using an Express Routing Code . . . . . . . . . . . . . . . 91
Getting help through a Nortel distributor or reseller . . . . . . . . . . . . . . . . . . . . . . . . . . . 91