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Network Connectivity - PRI Card Troubleshooting Checklist

Network Connectivity - PRI Card Troubleshooting Checklist

    What do the Status LED colors indicate?

    • Green: ­ Card is in­ sync with the far end, no connection problems.

    • Yellow: ­Card is synchronizing or is receiving a red alarm from the far-end connection. 

    • Red:­ Card is not seeing far-end, circuit is not up, or the cable is bad. May also be a provider equipment issue.

    Follow these troubleshooting steps:

    NOTE: When troubleshooting the PRI Card hardware, users CANNOT be on phones!

    1. Confirm card configuration:

      1. You can check the card configuration in Switchvox, under Server > Telephony Cards and under Setup > Channel Groups.​

    1. Have you inspected, replaced or reseated the cable?

      1. Often the issue is due to a bad cable connected to Provider Equipment. Inspect the cable for damage, bent pins or any defect. Try using a different cable.

    1. Is Card detected by the operating system?

    Login to Switchvox: Go to Server > Server Information > Advanced Server information > look under "lspci" and confirm if the card is detected.

    Example of PRI card listed in lspci utility output:
    lspci - ( Displays all PCI devices. )
    01:00.0 PCI bridge: Integrated Device Technology, Inc. PES24T6G2 PCI Express Gen2 Switch (rev 02)
    02:02.0 PCI bridge: Integrated Device Technology, Inc. PES24T6G2 PCI Express Gen2 Switch (rev 02)

    1. Is Card communicating with the software driver?

    Go to Server > Server Information > Advanced Server information > /proc/interrupts and look for the line that shows the card driver, then refresh and check again, the number should increase about 1000 per second each time you refresh page.

    Example of card interrupts:
    /proc/interrupts - ( Displays which external devices are connected to which interrupt-lines of the CPU. )
    38:   97964463          0   PCI-MSI-edge      wcte43x

    1. Open the appliance and reseat the card (move to a different slot, if possible):

    First, delete the card under Server > Telephony Cards.
    Next, power down server; unplug power cord; and remove the PRI card; then reseat it or move to different slot if available.
    Reseat the Echo Cancellation Module (purple card attached to PRI card) or remove it completely.
    Power up server and go to Server > Telephony Cards and click Scan For New Devices. The card should show up.
    Check the alarm status under Server > Connection Status > Hardware Devices.
    Verify the Channel Groups are setup for the D (channel 24) and B channels (1-23) under Setup > Channel Groups. You can try deleting and recreating the channel groups, simply follow these instructions:

    1. Test without the hardware echo cancellation module.

    Disable the Hardware Echo Cancellation under Server > Telephony Cards > Hardware Echo Cancellation and physically remove the module from the PRI card (purple card attached to PRI card). Replace card and boot up server again.

    1. Plug in a loopback cable.

    A loopback cable is a cable that has pin 1 going to pin 4 and pin 2 going to pin 5. Plug the cable into the span and wait for its LED to turn green. There is a loopback cable included with the card when shipped. Or you can make your own loopback cable, follow these instructions.

     

    Finally, if all of this has not resolved the issue and the Provider equipment is functioning, then we can process an RMA, if the card is under warranty. We require the serial number of the card for the RMA.