Restoring SD card for dummies

[cvctech]

Hello Tek-tips! This forum has helped me keep our IP500 running for the last 10 years, but now I'm asking for some hand-holding to get the SD card working again.

I've come to learn that the SD card should be treated with reverence, as it's somehow been blessed by Avaya with some magic so that only those cards can be used. Until recently, any time I've had trouble with the following errors the tried-and-true "reseat method" has been sufficient to get us back up and running:

-No License Feature Key dongle
-System running secondary software
-Incompatible or invalid SD card fitted: System

However, yesterday I was unsuccessful after multiple attempts, and even cleaning the contacts. I'm afraid I'll need to get my hands dirty by formatting and rebuilding the SD Card with Manager, and I want to make sure I understand wholly before I jump in and interfere with Avaya's magic blessing.

When I open Advanced->Embedded File Management, I get the following error: "No active memory card found on the system". Can I safely put this card in a PC to see if it shows any content?

I found this helpful article which explains how to use the Manager software to format the card (File->Advanced->Format IP Office SD Card), which I think will retain the Avaya magic blessing, is that right? Under what circumstances should I format the card versus just skipping to File->Advanced->Recreate IP Office SD Card?

On the topic of making sure the system versions match, I'm running version 8.0 (18). Since I'm just trying to get things back to how they were and not upgrading anything, Is it safe to assume that the version running on the control unit matches the manager software already? Assuming I can actually read the SD card, it looks like I can determine the software level installed by checking in the system/primary folder, is that right?

If I can put the SD card in a PC and there are in fact still files on the SD card, this seems like a good sign and maybe I can just replace the config.cfg file with the latest one in the C:\Program Files (x86)\Avaya\IP Office\Manager folder, is that right?

I've seen posts on these forums about swapping licenses. What does that mean and how would I go about doing that?

We use Embedded Voicemail, so I assume that those voicemails are stored on the SD card, correct? That means that there is a good chance that those voicemails and greetings are gone, and if not would recreating the SD card nuke those?

Please, like Sarris urged Nesmith in Galaxy Quest, explain to me as you would a child


Thanks!

 

[TomMills]

Can I safely put this card in a PC to see if it shows any content?

Sure.


I've seen posts on these forums about swapping licenses. What does that mean and how would I go about doing that?

You won't be able to now. 8.0 used a license platform called ADI which Avaya have turned off. Everything license wise is on the PLDS licensing system now.

Personally, if I were in your position, I would be looking to get that system upgraded sharpish (you'll need to pay for an upgrade license). The reason I say that, is if you are having to regularly reseat the card, it's going to die. I had one customer with the same errors and it was fine after a card swap.

Your issue is that on 8.0, if that card dies, you're done, because you won't be able to move your licenses from one SD to another, because that licensing platform is gone. Once you are on PLDS licensing, the swap can be done in a few minutes if needed.

Do you have a BP? They should be able to help get that system online and get the upgrade started.

Do you have a config backup?





APSS/ACIS/ACSS-SME
not arrogant, just succinct.

 

[cvctech]

Thanks for the reply! Unfortunately, I tried three different computers and the SD card was not recognized by any of them, so it must be kaput.

In 2017 I asked our BP about backing up the SD card (anticipating this day), and he said "you really can't back up the SD card" and that "Avaya is really good about finding the license fill for you." In that vein the only backup I have are the config files I push to the control unit via the Manager software, and a C:\Program Files (x86)\Avaya\IP Office\Manager\Backup directory that I presume I created using the Manager software some time ago.

I've put in a budget request for a new phone system for the last 2 years but it was turned down both times. Of course now I'm kicking myself for not pushing harder on that.

I reached out to my rep to see what he says. From your reply, it seems like I'm SOL on salvaging my existing licenses, but I should be able to purchase a new licenses which they can record using the PLDS platform, put that on a new SD card and I'll be back in business? Or am I looking at completely replacing the whole control unit?

 

[Westi]

A backup would not backup the hidden partition that is the important part and contains the number so your BP was correct. All the other files are on Manager and can be restored.

You have to get a replacement card but if you are anywhere lower than release 10.0 then you are out of luck as Avaya is not moving licenses for older releases any more and you have to get an upgrade.

If SD card readers are not seeing the card then I am afraid that is the only way that I see promising success

Joe
FHandw, ACSS, ACIS

"Dew knot truss yore Spell Cheque

 

[cvctech]

Thanks Westi - To be clear, is there a chance I can use the same config I have (either by putting new software on this IP500 or replacing it with an updated Avaya system), or am I looking at a completely new system altogether? Just wondering how I should be feeling about the week(s) ahead of me....

 

[Westi]

The configuration can stay just the firmware has to be upgraded.

Joe
FHandw, ACSS, ACIS

"Dew knot truss yore Spell Cheque

 

[cvctech]

Thanks for the help. Turns out our BP is no longer in business, which explains their lack of response. I was able to find another local partner and by upgrading to v11 and replacing our 5410 handsets we should be able to get back online.

 

[critchey]

Just a side note that 5410 phones do work on R11 (Im currently using a 5420). It is "not supported" and sometimes the time displays wrong... but hey it does work!

The truth is just an excuse for lack of imagination.

 

[cvctech]

Thanks everyone. I was able to install the new SD card with new licenses, upgrade to v11, and push the same config. There are a few things that seem like they need some finessing but for the most part everything is working again!

Thanks for the tip, critchey. Our 5410 phones have always had trouble with displaying the correct time, mostly around DST dates so I had added a soft key that sets the time (Action->Advanced->Self Administer, Action Data:2) and that corrects all the phones. That is one thing that isn't working with the new software update, but so far they are working otherwise.