User manual

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Appendix C: PhoneSweep
Troubleshooting Guide
This section contains information that can help resolve problems that crop up in the course of running
PhoneSweep. Please read this section before contacting Sandstorm Technical Support. Many
problems have uncomplicated solutions, and this section will usually give the quickest way to get
PhoneSweep up and running again.
This section is divided up into several subsections:
• Information you should have available while troubleshooting PhoneSweep.
• Easily rectifiable situations that may cause problems running PhoneSweep.
• Common problems encountered while running PhoneSweep and possible solutions for them.
• Error messages, their causes and possible solutions.
• The debug.bat file and debugging information for advanced users.
• Other things to try.
Information To Collect Before Troubleshooting
• Error Messages: Make a note of any error messages, including their exact text. Error messages
may appear in dialog boxes and can also be viewed in the file phonesweep.err. Error messages
may also appear on the History or the Status tabs.
• Operating System: What version of Windows is PhoneSweep being used with? Some problems
are OS-specific.
• Modem: What brand and model of modem was PhoneSweep using to dial? What does
checkmodems.exe say about your modem? Many problems can result from using a misconfigured
or non-recommended modem, because PhoneSweep’s performance depends heavily on the
modem. If checkmodems.exe can find your modems, but PhoneSweep cannot, have you set
the correct COM port for your modem in PhoneSweep?
• PBX: What make/model PBX do you use? How does your PBX handle voice mail messages
when callers hang up? Does it leave a beep when callers hang up?
• Phone System: What make/model phone system are you using? How is it configured to handle
voice mail?
• Version number: What version of PhoneSweep was having problems? Often, bugs found in
older versions of PhoneSweep will have been corrected in subsequent releases.
• Level of Effort: Make a note of the level of effort PhoneSweep was using when the problem
occurred.
• Scanning mode: What kind of devices was PhoneSweep scanning for when the problem
occurred? Was PhoneSweep running in Single Call Detect mode? Were you scanning for just
modems? Just faxes? Faxes and modems?
• Patterns: Is there a pattern to the type of calls that cause problems? For example, does the
problem occur only when calling internal extensions?