Monitor Trace 1

[C0mmUN1cAt0r]

We have a customer who has reported a problem in their system rebooting. we are now going to setup a trace on the system, problem being if the customer doesn't report the reboot in time, then the monitor will reset at 00:00 and no trace will be avaialble. Is there a way of extending this trace past a day?

 

[intrigrant]

If you use the monitor app then it will create a file for each day. Old data will not be erased.

Does it happens to be a 412 on 3.2.53 wich is rebooting?

 

[C0mmUN1cAt0r]

It does indeed, please tell me you've expereinced the same issue and know a fix!?

 

[intrigrant]

There is a private build, 3.2.538005. Raise a case and you may get the software.

 

[C0mmUN1cAt0r]

The problem is this customer is really upset, new system upgrade from a DT version IP office, never rebooted and within the first few weeks it's occured! To pass through to avaya would involve a trace of the reboot at least before they would help, you don't have a copy do you!?

 

[intrigrant]

Well, i have but it may very well be a different problem.

I can understand the customer is quite upset about it but i think he would be best helped with their trace send to Avaya.

 

[C0mmUN1cAt0r]

If you could send it me i could setup a test 412 before I send it out, completley your discretion but no repracussions would come your way, always find avaya to be way to slow!

 

[C0mmUN1cAt0r]

It just seems to much of a coincidence your diagnostic of what system it was please save the day!

 

[intrigrant]

how can i contact you

 

[C0mmUN1cAt0r]

ok if you can email me at andrew.martin807@ntlworld.com or failing that andy_martin_2003@hotmail.com thanks for this

 

[intrigrant]

I could send you the file but still i advise you to take the logs and go to Avaya.

 

[C0mmUN1cAt0r]

well if you could send it just so i have it, then i'll speak to our decision makers, see if they give the thumbs up, like i say avaya can be so slow and require so much information before they provide any solutions, with the customer pressing so much they may even suggest we upgrade to this version, your help is much appreciated

 

[geek0]

Andy, - have you been able to confirm that code mentioned above fixed your system reboot issues, as we have seen the same issue.

However Avaya want a whole bunch of data (thats near impossible to collect due to the randomness of the issue) before they even CONSIDER providing any response.

Our customer is also unimpressed with unscheduled system initiated reboots terminating calls to his clients calls.

 

[intrigrant]

On IP Office there can be a lot of reasons for it to reboot.
Avaya really needs to know whats going on exactly because if they send you a private build and the issue is not solved and then they send you another one and so on without bringing a solution then what does you customer think of Avaya ( and about you ) then?
Send them all the logs they need and you will have a fix in no time because unexpected reboots are scaled at the highest level within Avaya support.

 

[C0mmUN1cAt0r]

no we never put the bin files onto the system incase further problems occured anad avaya asked questions, recently the system rebooted itself again though!

 

[tlpeter]

did you already try to default it and rebuild the config ?
cost a bit of time and you never know

 

[colpot]

Have you tried 3.2.54? As I had the same problem on a 3.2.53 and upgraded to latest and cured the problem

Colpot
(Remember - If it aint broke - fix it till it is.)

 

[C0mmUN1cAt0r]

our problem on the 406 has reoccured. We werent able to upgrade the system because of circumstances. Just out of interest when the system does the reboot, has anyone noticed in the audit trail whether the power down comes up as a cold start?