Basic Hardware Troubleshooting

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Basic Hardware Troubleshooting

This guide is intended to provide the Ipitomy Technician with a guideline for troubleshooting common PBX hardware issues. It covers some of the most common issues upon installation of new PBX hardware.

  1. One of the most common problems when first setting up a PBX is a License issue. this is typically exhibited in powering on and being brought in the Web Administration to a Licensing Page. If this happens, you should confirm that the PBX is connected to a Network with Internet connectivity, and additionally that the PBX can navigate this internet connection with the connection settings which have been configured. The PBX upon first booting, verifies its license with the servers here at Ipitomy.
  2. Another common issue when first un-boxing a PBX and setting it up is that it will not power up. The least likely problem when this happens is faulty hardware as hardware is exhaustively tested before shipment. More likely is that a component in the PBX has been loosened from the transit in shipping. If this occurs, simply open the case and re-seat the following

    RAM Memory Power and Data connection to Hard Drive Data Connection from hard drive on motherboard And PCI cards installed on the system Riser and Extender cards on System.

    In 99% of cases this will correct any issue you might have.
  3. We have noted that occasionally systems might exhibit what may be referred to as IRQ issues. Or external peripheral issues. These are commonly exhibited by a non responsive system, and or, a system in which peripheral card are not working though they appear to be fine. Or also a loss of Web Admin connectivity. If you run into any of the previously named issues, you should:

    Remove all Keyboards, USB devices, and Monitors. And then reboot. If this step corrects your issue it is possible that one of the removed devices is bad and is causing IRQ conflicts. Typically this is a Keyboard or USB device issue. Try a different Keyboard or USB device. Or leave them disconnected.

    Another way for this to occur is bad power issues  all cards are not recognized, or the system will not keep a proper time.   Try is to power the system off for at least 5 minutes without power connected (disconnect from power outlet).   Make sure that any visible LEDs have turned off before reconnecting to the power outlet.  This often will clear the issue. 

Hard Drive Problems or Perceived Failures:

As long as you have a backup of the system, the following processes will allow you to restore the Boot sector and software of a Hard Drive and reload. Then it is simply a matter of restoring your backup. If the drive is actually in a failure state, you can also simply purchase a new drive and reload it using this same process, (note that depending on where you purchase the drive you may need to have IPitomy Support license the new drive for you).

Note all failures should be diagnosed by attaching a keyboard and monitor to the system.  You should not attach a monitor to an IP2000 or 5000 while it is running as some monitor hardware has been shown to cause issues if connected / disconnected while system is running.  Here are symptoms you might experience:

Hard drive failures generally exhibit some common symptoms:

  1. System is down and will not boot => Try a safe power down first ( press power switch for 1 second and release), then wait for a few minutes to see if drives and fans turn off.  If this does not work then do a hard power down (hold down power button).  Connect keyboard and monitor.  Attempt to boot.  Follow recovery instructions below.  Note do not connect or disconnect a keyboard and monitor to a running IP2000/5000 and some models have had issues with crashing when specifc monitors are connected.  Power the system down first then connect the monitor.
  2. Errors on web interface saying "Read only filesystem" => Reboot.  If system is accessible call support to test hard drive.  If not accessible power down system and follow steps in 1 above.
  3. Customer reports unable to delete, leave, voicemail messages.  This generally indicates a read-only filesystem, see step 2 above.

In all of the scenarios below you should follow the steps above to connect a keyboard and monitor.

Generally Hard Drive failures fall into three categories.

  1. A common problem which is encountered in systems, is Power interruptions which cause Boot Sector corruption of Hard Drives. This can also occurr if you simply hold the power button in while the system is runnng and do not allow for a proper shutdown.  If you encounter an issue where the system will not boot fully and you think you may possibly have a Hard Disk Failure, you should attempt a reinstall of the software using the USB Install Recovery option.  The message when this situation occurs is often: Insert disk or No bootable media.
  2. If you note that the system has performed a Hard Disk check, but is reporting to press Control + D to drop to a Shell, then it would be neccesary at this point to run a recovery dongle repair. The instructions for the creation and repair may be found by following this link.
    This dongle allows for an easy run of FSCK to repair the drive errors.
  3. Another failure which is common is when the FSCK finds errors it cannot repair. If this occurs the frst thing to try is to run the Install Dongle which is described in #1 above. Failing this would mean you would need to possibly replace the drive. At this point you should also contact Ipitomy Support so that a support technician may go over the issue with you.

For more information on the causes of Hard Drive Failure

Hard Disk Failure

Kernel Panic

If you have a system that is not working at all, no phones, no web access, you can try connecting a motherboard and keyboard. If the display shows Kernel Panic, it indicates some sort of hardware issue, typically HD, HD Cable, RAM, or Motherboard. This would result in the need for some basic computer troubleshooting. If possible, its best to install your spare PBX (we can provide a temporary license) so the customer is up and working, then do some testing in your office.

  • I'd start by replacing the HD cable, make sure its well seated. The system must be off to do this.
  • You can also try removing the RAM, then power up and see if it posts to boot (a beep). The system must be off to do this.