Support Services - RMA: Digium Analog Cards - Explanation of the checklist

Below is an explanation of the steps in our RMA confirmation process, and the reasoning behind the information we require. Many times you may have a problem that at first seems to be related to hardware, but might be configuration or software based. Taking the time to gather this information and test the hardware ensures that the process isn't slowed down by shipping new equipment that doesn't address your issue. 

1. Running on the latest version of the Software/Driver/Bios

   • Switchvox: (Running on Digium appliance): We require the latest version of the PBX software installed

   • Switchvox: (Running on non-Digium Appliance): We require the latest version of the PBX Software, BIOS and RAID card controller  installed 

   • Asterisk: We require the latest version of the DAHDI, BIOS and RAID card controller installed 

2. Card detected by the operating system

   • Switchvox: Check Server > Server Information > Advanced Server information > lspci and confirm if the card is detected.

   • Asterisk: run lspci and confirm if the card is detected.

3. ​Card communicating with the driver 

   • Switchvox:  Check 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 

   • Asterisk: run cat  /proc/interrupts ; sleep 1 ; cat  /proc/interrupts as a super user, the line in which the driver is listed should have increased by ~1000 

4. Confirmed card configuration

   • Switchvox: You can check the card configuration on Server > Telephony cards and Setup > Channel Group.

   • Asterisk: You can check the card configuration on the following files /etc/dahdi/system.conf , /etc/asterisk/chan_dahdi.conf and /etc/asterisk/users.conf 

5. ​Tested without the hardware echo cancellation module

   • ​​Switchvox: Disable the hardware echo cancellation on Server > Telephony cards and physically remove the module

   • Asterisk: Disable the hardware echo cancellation using the driver and physically remove the module

6. Reseat the card 

   • ​​Switchvox and Asterisk: This will required that you open your system and perform a hardware change. 

7. Swapped the FXS or FXO modules 

   • Switchvox and Asterisk: This will required that you open your system and perform a hardware change and its purpose is to confirm if the problem stays on the port or follows the module.  it's suggested that your clear the configuration prior making the hardware changes. ​​

8. ​Moved the card to another PCI or PCIe slot

   • ​​Switchvox and Asterisk: This will required that you open your system and perform a hardware change, please note that this may required that you need to reconfigure the card after the change is done.  it's suggested that your clear the configuration first.