Any BCM Guru Out there...!!!

[skb2005]

Hi All,

I have posted my prolem in various threads in this forum. Everybody showed me different direction which did not lead me to anywhere.

I am sure there are lot of BCM gurus out there who might have seen this problem and possibly have some kind of solution.

Currently we are running BCM400 on 3.0.1 and looking forward to upgrade it to 3.5 and then 3.7.

Problem Description:
We run the upgrade wizard (3.5), during the first step it aks the BCM IP/login/password. Then it configures the FTP server. It uploads some files to BCM and the it shows the message that "PERFORMING SYSTEM HEALTH CHECK". Thats all, then it gets stuck. After waiting for aout 5 to 7 minutes it displays a message "Timeout waiting for initial information from BCM". Then it somes back to the Login screen again.

This is what I have tried so far:
1 Ran the upgrade wizard using XP Pro SP2 with firewall and antivirus disabled. Windows logon with admin rights. Client PC same subnet mask as BCM LAN1.

2 Repeated the above process with Win2K Pro.
3 Repeated the above process after deleting the files uploaded in
E:\Nortel Networks\BCM 3.5
and
c:\3.5Upgrade

4 I also tried connection the client PC directly to BCM LAN1 using the cross cable.

5 I also tried the above steps after rebooting the BCM.

6 I also tried the above steps after deleting the tmp files from client PC.

So far no luck, everytime it give me the same message "Timeout waiting for initial information from BCM".

 

[steeef]

do you have a proxy server enabled in your IE settings? this sometimes makes it impossible to install upgrades.

 

[skb2005]

No Proxy Server Enabled.

 

[steeef]

You should raise a case at nortel. Thats what i would do in this situation.

 

[thomen00]

we just tested this and it worked well: If you have the BIT (drive imaging) tool, you can simply image the drive to a 3.7 and then run the universal initialization. That will upgrade the system and you will not lose programming.

 

[thomen00]

Also, I had that problem before when connecting on the LAN port. I dialed in and was able to complete the upgrade wizard, it obviously takes longer but it did work. If you do not have access to the BIT imaging tool, I would suggest trying this.

 

[skb2005]

I dont have the access to the imaging tools. I am not sure how to configure the dail-up access.

So far I have concluded that it is not a network issue. I think the upgrage process upload some utility on BCM which is supposed to collect some data from BCM and send to client PC. Looks like that process is not running for some reason. I also tried to find the logs but so far no luck.

This is very strange, the upgrade documentation talks about so many error messages but not the one i am seeing.

Is there any particular service on BCM which should be RUNNING before I start the upgrade process?
OR
Is there any particular service on BCM which should be STOPPED before I start the upgrade process?

Any help would be much appreciated.

 

[skb2005]

does Nortel charges for this kind of support?

 

[acewarlock]

When ever I have this problem, I use the CMD mode to ping the IP Address using -t to send continuios pings to the BCM and this seems to work for me.

 

[skb2005]

I am trying your seggestion. Lets keep the fingers crossed.

 

[skb2005]

No, it did not help. Same results. It was continously pinging. There was no request time out. The response time was always <10ms.

 

[skb2005]

We are planning to go for Nortel Support. Does anyone know how much do they charge?

 

[steeef]

depending on your contract and if it is user cost or not.

 

[acewarlock]

I had 1 setting on my desk trying to upgrade it from 3.0 to 3.6 and I keep getting the timeout error. I tried it with a different cd set and also loaded it on my laptop to see if that would help, same result. I used the continious ping and that worked. Also I find I only have this problem on BCM's that i'm using LAN2 to do the upgrade and no probles on BCM's using LAN1.

 

[skb2005]

I am using LAN1 as per the instructions. I have not tried LAN2. I have tried ping -t as per your earlier post, didnt help.

I called Nortel, they does not provide direct support to end users. They told me to find the reseller in my area and talk to them regarding the support.

We already had bad experience working with the resellers. The guy who sold the upgrade CD's does not retun/reply any calls/emails. We are stuck and no where to go. This message board was the last resort.

Anyway, I will keep searching the net.

 

[acewarlock]

Did you get a keycode with it?? You need a keycode to upgrade it and a vendor to activate the keycode.

 

[acewarlock]

Where are you located?

 

[skb2005]

Yes I have a document where authorization code is mentioned something like below


"BCM 3.5 Software Upgrade Authorization Code"
xxxxxxxx
xxxxxxxx
Release 002

Then on the another page 8 digit authorization number is mentioned.

I believe you are asking about the same key code.


We are located in Edison NJ 08837.

 

[acewarlock]

The 8 digit authorization code and the system ID # is what you will need to give to an Authorized dealed to get you the keycode to alow you to upgrade your system, without a keycode you won't beable to do the upgrade.

 

[skb2005]

I have the keycodes but upgrade wizard does not go the the point where I have to enter the key codes.

It is the second step where I have to enter the key code but process times out during the first step.

We are open to the paid support if anyone can help us out.