KEM module, 1140e, keeps resetting

[Wallysworld]

Hi all;
I have recently installed a bcm 50 rls 3.0.
The reception set has an 1140e with 2 kem modules (local power bricks).
Several times a day the kem's are going blank/dying/stop functioning and the receptionist has to pull the data connection to get the phone to reset. The phone comes up with all buttons functioning, and a short time later the buttons (on the kem only) die again.
We tried a 2nd set (replaced reception with another 1140e), same trouble.
Anyone have any thoughts??

p.s. This was happening with just 1 kem connected as well.

Thanks in advance.

 

[Dasheen]

Is the system fully patched?

 

[Deweyhumbolt]

Do you have the telephone set as a CAP in programming?

Adversity is Opportunity

 

[Wallysworld]

I don't understand what you mean by
"Do you have the telephone set as a CAP in programming? "

I can program the buttons & see the kem module in "capabilities" for the set.

I am 2x checking to see if there are any later patches for the system, but I think I am up to date.

 

[Deweyhumbolt]

You can program DNs on your KEM w/o it being built as a CAP (Central Answering Position). But, to be able to program lines you do. I just had a thought that might fix it, especially since you have two. I know you said it happens with one.

Look in programming under CAPs and see if that DN is built in there.

Adversity is Opportunity

 

[Wallysworld]

I looked in CAP assignment and the cap is assigned to the extension. (as far as I can tell all that it says is Cap # 1 with ext. 221 beside it!)

 

[Deweyhumbolt]

If it's x221 with the KEMs then it's in there. Sorry.

Adversity is Opportunity

 

[Deweyhumbolt]

Have you tried that Data location w/o the KEMs? Like maybe it's not KEM related, but Data location related. Will the 1140e work fine w/o KEMs attached?

Adversity is Opportunity

 

[Wallysworld]

yes, the phone itself does not have any troubles. The KEM is what goes blank, the 1140e keeps working, but in order to get the KEM to function again ( which has all the lines programmed on it) receptionist has to reboot the phone.

 

[acewarlock]

When you say LINES, do you mean the phone ext's or do you mean the Trunks?

Lines = Trunks
Stations = phones

Wrong Terminogoly may get you the wrong answers.




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[Wallysworld]

I apologize. I have customers that I correct regarding the same issue.
The receptionist has all of their "trunks" showing on the KEM module, and any spare buttons are being used up with "stations". So...both.

 

[gwebster]

Call Nortel technical support. You need to load the latest firmware on the 1140E. That firmware is NOT yet provided via a patch.

 

[Wallysworld]

Thanks, I'll give them a call. Hopefully they aren't going to charge me $200 bucks an hour!

 

[Wallysworld]

O.K., I spoke with Nortel and after several long...long...conversations got told to install
"BCM050[1].R300.SU.System-28.200802-2"
admittedly I did not have this patch in place. It is now installed but, this (I believe is beside the point) I was speaking with 5 different people at Nortel and none of them could come up with any information that isn't on their website.
Gwebster: do you have any more info that I can tell these people?
Thank you.

 

[Wallysworld]

Answers, Answers, blessed answers...
Apparently Nortel knows all about this issue (but try and get through tech support to someone who knows!!).
ESCALATE! The problem was escalated to 2nd level.
There is a known issue with the 1140e & KEM modules.
The latest firmware req'rd is "0625c4l.bin" which ITAS installed (and it should be at no charge!).
Now here's the kicker, I put in the latest patch that they told me to "BCM050.R300.SU.SYSTEM28" and that caused echoing issues!!! They know about that too! There is a new patch that is in beta right now to fix the echo. WOW! What a runaround, but I believe it is fixed.
Merry Christmas.

 

[heros2007]

I have the same problem Wallysworld!
did you fix it finally?

many thanks,
Heros

 

[gwebster]

BCM050.R300.UTPS-43 posted 6 May contains the new firmware.

 

[danthephoneman]

Hi All,

I have the same issue with a 400 4.0, I looked thru the latest patches and can't seem to find a new firmware update.

Nortels website has a Firmware version that was released May 8. Does anyone know if this contains the fix for this issue?

 

[gwebster]

The firmware posted May 8 is actually newer than the version contained in BCM050.R300.UTPS-43.

ITAS can remotely add the firmware to the BCM 400 4.0 but you will have to wait for Nortel to release a patch in order to automate the process.