Programming instructions

179
Troubleshooting
Before You Contact Technical Support
If you cannot find the source of the problem in this chapter, please collect
the required information listed in the applicable section(s) before calling
Mitel Technical Support (see “Technical Support” on page 11 for the
number to call).
You also need the following information when calling Technical Support:
 Serial number(s) of your equipment and software.
 Nature of the problem.
 What you were doing when the problem occurred.
 Troubleshooting steps taken.
 Troubleshooting results.
 Your network diagram.
 DHCP server configuration and settings.
 Layer 2 switch configuration and settings.
 Whether the problem is between IP and IP, IP and remote IP, remote
IP and TDM, etc.
 Alarm log details.
 NSU Maintenance log details (if applicable).
 IP Phone information (refer to the table).
Table 9: Collecting IP Phone Information
Question Comment
Note: There are several new L2 maintenance commands that are useful for collecting
details: l2_poe_satus; l2_stat_maclist; l2_stat_port; l2_stat_spanning_tree; l2_stat_sw
Is there a PC attached to the IP
Phone?
If yes, please have the Network Interface Card
(NIC) settings of the PC ready. It is
recommended that NO power saving options
and NO flow control options be enabled.
Have there been broadcast storms? Look for a broadcast storm in a Sniffer trace.
Is your cabling CAT 5 or better? None.
Do your L2 or L3 switch statistics
show any issues such as Runts, etc.?
Runs/Collision/Frame error may indicate an
issue with NIC or a duplex mismatch.
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