3300 EMEM MWI troubleshooting using diag.dat

[TXMitel]

To troubleshoot a problem with MW lights Mitel Article ID# 05-5107-00006 says to use diag.dat file to troubleshoot.(/vmail/c/voxdrv) and look through the 3am routine. Our lights are being turned on overnight with no messages in the mailboxes.

What do I do? I have never used this before.

Thanks,
TXMitel

 

[YnotPhone]

I take it that your system is a 3300 ICP and it is using the internal voicemail. Since you are quoting from the Knowledge Base article...

Is this MWI lighting up all the sets -or- is it just one set that is having this issue? Is it just IP sets that having the issue or are they ONS(analog) sets?

So you shut off the MWI lamp and it turns on again next day ~ is that the issue? If you clear the MWI lamps via the Clear All Code in the Mitel the issue occurs next day when you arrive or sometime during the night?

Sorry for all the questions, but trying to narrow the issue down.

 

[TXMitel]

Thanks for the questions -

Not all sets are affected but several are. All sets are IP. Lights are turned off and the next day they are back on. Someone in the office around 2-3am said that they turned on at that time so the system is turning them on during the overnight routine.

TXMitel

 

[YnotPhone]

It is possible that the MWI lamps are flashing not because there is a message in the mailbox (obviously since there are no messages in the mailbox), but possibly because the sets are getting a Callback Message...

Have you checked to see how many v/m ports are active on your system, ensure that all these ports are included in the Hunt Group of the Voicemail...

The m/w port (usually the last port 20 or 30 depending) needs to be in the vmail hunt group for it to set callbacks. If the m/w port is not in the hunt group it sets dialed message waiting to sets.

 

[TXMitel]

All ports were in the hunt group but not in numeric order. At the end of the hunt were two ports out of order. I have corrected the order and will check tomorrow to see if it made a difference.

Thanks for your help.

 

[IrwinMFletcher]

So what does your diag.dat say for 3am? I can look through it if you want to post it.

 

[slapin]

I have the same issue. I tried to correct voicemail ports order and still cannot trace the source of those callbacks. Random sets are affected. It happened a couple of times with phones of top management guys and I had really hard time explaining what I am doing in the office instead of managing the system.

 

[TXMitel]

The problem is still happening. I don't know where I enter the diag.dat. Can you tell me what the procedure is on using the diag.dat? I would greatly appreicate it.

Thanks,
TXMitel

 

[IrwinMFletcher]

Just ftp to the box and download the file

/vmail/c/voxdrv/diag.dat

open it up and copy the latest series of logs around the 3am timeframe and post them here.

 

[TXMitel]

Can you tell me the exact instructions to ftp to the box? Or maybe direct me if the instructions are in the Technician's handbook? I hate to be so uneducated. Thanks for your help.

 

[IrwinMFletcher]

Just Google 'How to ftp', it'll give you more information than I care to type. The user/password should be the same as your ESM login.

 

[kwbMitel]

I know I'm diving in here late in the game but there are several things about this issue are confusing. I've never heard of the Diag file, thanks by the way, and I'm thinking we may be getting ahead of ourselves.

Have you tried using the Locate Feature Extension to establish what type of message is active? Dialed message waiting, as someone mentioned earlier, is an indicator of incorrect programming if it is coming from the embedded mail.

How are you turning these lamps off? This might be as big a factor as asking why they are on. You might be using some method that is untimately causing the issue you are trying to correct. (Chasing your tail so to speak)

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[TXMitel]

Any help is appreciated. I am turning it off via the envelope button. I press it and in the display it says call back? I answer yes and it gives me the options of erase or call. I press the erase button. I do verify that I have no messages in the mailbox.

It happens everyday. I come in and the light is on with no messages. Someone happened to be at my desk at 3am in the morning and saw that the light came back on, they checked it and there were no messages. Looking in the knowledge base I found the article that said I needed to check the logs in the diag.dat to see what was happening during the 3am voice mail refresh.

I am hoping to get the diag.dat 3am info soon.

Thanks,
TXMitel

 

[kwbMitel]

That method of removing the message should not be causing issues. It also confirms a lot of other programming is correct.

to use ftp:

Open a dos command window
type >ftp (ipaddress of controller)
Username and password are the same as the ESM
(Assuming that the file is where stated earlier)

Type > cd /vmail/c/voxdrv
Type > bin
Type > hash
Type > get diag.dat


*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.