Partner R1 - Cuts out - strange problem! 1

[lundberg13]

We are dealing with a Partner ACS System with 1 voicemail unit (Release 1) and 3 other modules (Release 4 stamped on the side) that cover 6 phone lines and 30 extensions or so. For the past year, we have had intermittant problems where the system will cut out, i.e., all phones go dead for a couple seconds, and we get a "low battery" message at extension 10. We would replace the batteries, it would be fine... Now I am thinking that the batteries had nothing to do with this issue.

Three weeks ago the phone system kept going out. The messaging system LED would go out then turn orange and back to green, during which time none of the extensions would work and all calls would be disconnected momentarily. This went on intermittantly for about 30 minutes, then all the green lights on the phone modules would go out for a second or two and we started getting the "low battery" warning on ext. 10.

Replacing the batteries did nothing. We switched the power supply to an APC that backs up our server to see if a conditioned power source would help. The problem got better and stopped about 5 minutes later- and has been fine ever since- until today.

Again- system goes out intermittently, the Voicemail module light comes on to orange and you hear the hard drive whirring inside like it has been reset during the phone outage.

Our phone rep has no idea of the cause. He suggests replacing the wall panel that the phone systems plug in to as he thinks it is a power interuption issue. I am willing to do this, but I do not think this is the issue. Has anyone had this problem with Avaya? Could a bad voicemail system cause the whole phone system to blink out?

Thanks in advance!

 

[lundberg13]

Sorry- One more thing- it seems the two times in the last 3 weeks this has happened have been the hottest days of the year so far, and the modules feel very warm. This is a 5 slot carrier with 4 slots taken.

 

[Dexman]

It is possible that one of the modules is causing problems.

The thing that has me wondering about the power is that the issue went away when the system was connected to the UPS (always an excellent idea to have the phone system powered by a UPS).

I would also back-up the processor & voicemail, power down the carrier, reseat each of the modules to make sure everything is locked in place and seated nice and tight.

Check the power cord on both ends to make sure it isn't loose.

 

[Dexman]

Ok, it is possible that the system is overheating.

Even though Avaya does not call for it, I've suspended 2 computer-style cooling fans just over the carrier. The idea is to pull cool air up and through the carrier to get rid of heat generated by the power supplies.

If you have the newer styled carrier, you can take the cover off and leave it off. That will help keep things cool.

If the system is located in a non-climate controlled area, fans blowing air on the system will help even more.

 

[lundberg13]

Thanks for the ideas!

I was convinced we had solved the problem with the UPS as well, BUT, also at that point I had powered down the system for a while, it had a chance to cool off, and it was evening so the area room was cooler too. BUT now the problem is happening again with it plugged in to the UPS. I have powered down, pulled everything out, made sure they are tight. Also, when the system is working, I have wiggled all the modules, tapped on them, etc. and nothing goes out. I don't think we are dealing with a connection issue.

My problem is that I don't want to start replacing modules if I can help it, in a random fashion.

Also, to compound problems, I have no idea how to back up the system- and neither does my Avaya rep! I asked him how to back it up and he said we can't. Then he called his tech support and they told him we could, but we would have to pay a tech to come out and back it up for us.

One last bit of info- the last time we had this issue, I pulled out the voicemail module from the carrier and the issue became less prevalent, but it still happened- i.e., the system still cut in and out even with the VM module removed. So that's why I do not think the VM module is the issue even though that is the only light that goes out and flashes orange during the interruption in service.

As of this moment, the situation has resolved, I had our maintenance stick an air conditioner in the window and cooled the room off, the and system is function AOK for now.

SHould I just start replacing modules until the events stop happening? This system has been in service here for at least 5-6 years, and we never had air conditioning in this room, so while it may appear overheating is an issue, the room has been much hotter during the summer in previous years. Perhaps the system is full of dust and that is compounding the overheating problem? I'll get some compressed air and blow it out for starters.

 

[Dexman]

As electronic components age, they can become unpredictable.

But the thing that has me scratching my head is your Avaya rep not knowing how to back up the system. If you have a Partner ACS processor with a backup/restore card inserted into one of the front slots, then you can back-up your configuration.

Older Partner processors, such as the Partner, Partner II and Partner Plus do not have the slots on the front of the processor so there is no way to backup those systems.

Is it possible that your processor is not an ACS, but one of those older models?

The Avaya Partner Messaging uses a PC card for licensing and backup & restore functions.

If your processor is not an ACS, I would suggest looking into upgrading to the Partner ACS. I would go with the R6 processor as opposed to the R7.

To see what the Partner ACS processor looks like, check out this link:

http://us.st11.yimg.com/us.st.yimg.com/I/metroline_1948_7877944

This is what the new 5-module carriers look like:

http://us.st11.yimg.com/us.st.yimg.com/I/metroline_1948_8380499

Avaya Partner Messaging module:

http://us.st11.yimg.com/us.st.yimg.com/I/metroline_1946_2449901

If you could, verify that the parts of your telephone system look like whats in the pictures.

Post back the results.

 

[ttech]

Older ACS Processors (pre R3ish) had power supply issues. Components would overheat and actually melt the solder. With loose solders joints you can have intermittent power issues.

 

[lundberg13]

It is a Partner ACS Release 4. My sales rep is just pretty clueless. It does have a card in the front of it. I called the tech support number and they said it can be backed up prior to swapping the processor if we go that route.

As to the melting solder, I wiggled, tapped and banged the modules in the carrier and cannot reporduce the issue. I do not think it is connectivity related.

I am leaning towards replacing the processor and seeing if that stops the issue.

Thanks for all the help.

 

[Dexman]

One thing to keep in mind. I believe the back-up and restore function will only work if you replace the defective processor with another processor of the same revision.

In other words, if you backup programming of an R4 processor, I don't think you will be able to use it to configure an R6 processor. It will only work with another R4 processor.

 

[lundberg13]

Good info- the tech I spoke with indicated otherwise, so I will make sure before with switch. BUT since I am leaving all the other phone cards the same, I think they sad they would use a R4 anyway.

 

[skip555]

the partner is such a easy system to program I wouldn't worry much about backup /restore .

get a new rel 6 and reprogram from scratch 30-45 min