Phones Freezing/Unresponsive

[HelpAtWork]

Hello all:

I'm having a problem with my M3905 phones. Agent(s) is on a call and they Freeze/Lockup. Now this is only happening to a select number of phones and seems to be the same phones locking up. (When i mean lockup, the phone is frozen on the call. Hangup button does not work. Only when unplugging and plugging in the phone line into the phone is responsive.)

I see that I have an ERR057.

*I have rebuilt 1 particular phone this did not help.
*LD 30 Stat TN ... no errors.

Is there anything else I can do.. Is ERR057 my problem why certain phones are locking up.
Please help me...
Thank you Smetna

 

[HelpAtWork]

Other Errors are:

ERR057 34 0 0 6
ERR080 16 0 0 11 57
ERR4019 7500
ERR183 7205 8 15

 

[DocVic]

Sounds like you have a cable, jack, or cross connect problem. One side of the connection is failing. It could even be in the set. Replace line cords too. I've had same problem, and it turned out to be a bad run of "repaired" sets the customer purchased from a discount reseller.

DocVic
Dedicated to Nortel Products till the end.
Need help? Call Me Now!

 

[GHTROUT]

It sounds to me like a bad card, or possibly bad jacks or bad cable somewhere between the phone and the PBX. Are the phones that have this problem on the same card?

I had to look up ERR057 - you will get a faster response if you look it up and post the meaning.

Anyways, it means "too much garbage input from the phone"


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[HelpAtWork]

ERR0057 Excess invalid input messages from digital sets. Every input message is
counted. When the total count reaches a limit, this error message will be
printed and the count is reset to zero. The TN printed is only the TN that
generated the last invalid message. Other TNs may have generated earlier
messages. If no faults are found on the reported unit then investigate other
cards.
Action: Contact your technical support.
Severity: Minor. Critical to Monitor: Yes. SNMP trap: Yes

 

[HelpAtWork]

@GHTROUT, what PRT can I use to find out if all these phones. DN's are on the same card.

Thank you for the responses DocVic and GHTROUT.

 

[GHTROUT]

Identify a DN that appears on each phone - like the persons own personal line... Let's say there are 3 phones, and their DNs are 1234, 1235, 1236

[tt]
LD20

* REQ PRT
* TYPE DNB
* CUST 0
* DN 1234, 1235, 1236
* DATE
* PAGE
* DES

Then it shows the TNs
[/tt]

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[HelpAtWork]

Ya I kinda figured that one out!

I collected the DN's that were having the problem.
and Its more than one TN.
2 DN's on TN 24
2 DN's on TN 26
2 DN's on TN 28
2 DN's on TN 23

pretty much evey phone here is affect sooner or later.

 

[GHTROUT]

TNs are not a single whole number, so I'm not sure what you were looking at. TNs are always four fields



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[Wane47]

I upgraded a switch from rls 25 to 5, we got more err057 after that than you could shake a stick at. The customer had been buying sets and cards that were refurbished only. Rls 25 apparrnetly didn't care and rls 5 did. We had to change out more than half the cards and a lot of sets.

 

[GHTROUT]

I should add:

*I have rebuilt 1 particular phone this did not help.
*LD 30 Stat TN ... no errors.

There is no command in LD30 to stat a TN.

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[HelpAtWork]

@GHTROUT, these are the full TN
24 0 00 03
14 0 00 05
24 0 00 01
28 0 00 01
23 0 00 03
15 0 00 05
12 0 00 05
12 0 00 00
26 0 00 04
26 0 00 06
28 0 00 00
23 0 00 12

Thanks for the responses.

 

[HelpAtWork]

Hey Trout, I talked to my boss today and he told me he "INI'd the switch". (Main Int) button.

 

[cmac2300]

Update your patches. There is a patch in the DEP list for 3900 series phones being unresponsive.

 

[PhonemanSam]

There also firmware update avaiable for 3902, 3903, 3904, 3905

 

[cmoegie]

Your problem most likely is that the sets are at old firmware release. They should have been downloaded when the PBX was upgraded.
Go to load 97 and build a schedule for firmware download.
CHG FDL
Make the FDL schedule for all call types and then set intervals and a time for each interval.
For example set the interval to 0 1 (which would be Sunday 1 interval. Then set the time for example 1 4 (which would begin the download at 1AM and go for the next 4 hours)
Repeat for each day of the week.
By setting a schedule all the firmware downloads would occur when you business is closed and would not effect your users.
Once you have a schedule built go to load 32.
In load 32 enter FSUM. The switch will respond with the current firmware and list the types of 3900 sets and a firmware summary.
To envoke a firmware download enter FDLS.
The system will respond with building tree. Once the tree is built log out and the downloads will start based on the schedule you built.
Depending on the number of sets that need to be downloaded and the time you allowed it may take a few days to complete all the phones.

 

[HelpAtWork]

Thank you for the replies.