[Intel Navigation Header]

    ISDN: Top Problems and Solutions

    
    

    ISDN TROUBLESHOOTING TIPS: BASED ON THE MOST COMMON ISDN RELATED ISSUES

    
       SPID format Issues:
    
    
    
       SPIDs are something that belong to the systems configuration file, which
    
       uniquely identifies the system and setup to the local switch.  If the
    
       SPID is entered incorrectly, the switch will not recognize the system,
    
       and an error message will show in the application either when the
    
       software is loaded, or when a call is attempted, stating that there is a
    
       SPID format problem.
    
    
    
       Troubleshooting:
    
    
    
       Find out of there is any documentation from the service provider, and
    
       check that for SPID format information.  Some providers also write that
    
       information on the block in the wall, so it can be helpful to check
    
       there as well. 
    
    
    
       If there is no information on the correct SPID format for the
    
       installation, check the list of known formats  to find other possible
    
       SPID formats.  The SPID format for a specific protocol tends to be
    
       similar for most providers, so sometimes trying known working formats is
    
       useful.
    
    
    
       There are also some cases where the local provider hasn't given the
    
       complete format.  For those cases, adding 00 to the end of the SPID(s)
    
       that they gave can often solve the problem.
    
    
    
       If none of these eliminates the error message, you will want to call the
    
       local provider to get the correct information on the SPID associated
    
       with the line.
    
    
    
       Make changes to the SPID format in the system configuration by clicking
    
       on the Proshare Config icon in the Control Panel.  Choose ISDN line
    
       configuration and follow the screens.
    
    
    
       Switchtype/Protocol Issues:
    
    
    
       The switchtype and protocol are two pieces of information that are
    
       required by the product configuration.  An incorrect entry can cause a
    
       number of obscure error messages, and failure to complete connections.  
    
    
    
       Troubleshooting:
    
    
    
       If the local provider sent information about the SPID format, it can be
    
       helpful to check the list of known good SPID formats to see what type of
    
       switch and protocol are typically associated with that format. 
    
       Sometimes, it is worthwhile to simply try selecting the other options,
    
       to see if one of the combinations will work. 
    
    
    
       If this information was never sent, and trying other options doesn't
    
       solve the problem, then contact the local provider to get the Switchtype
    
       and Protocol information associated with the ISDN line.
    
    
    
       Make changes to the SPID format in the system configuration by clicking
    
    
    
       on the Proshare Config icon in the Control Panel.  Choose ISDN line
    
       configuration and follow the screens.
    
    
    
       Provisioning Issues:
    
    
    
       ISDN lines can take on many flavors as there are approximately 400
    
       different specific translations, or fields,  that are involved in the
    
       way that a line is "provisioned.  Intel's ISDN products have some pretty
    
       specific needs in regards to how the line should be provisioned, which
    
       is spelled out in the Intel Blue recommendations document.  If the line
    
       is not provisioned according to Intel Blue, the resulting symptom is
    
       typically that the system will not connect normally when placing and/or
    
       receiving a call.  The Intel Blue recommendations are found in
    
       electronic document # 8139.
    
    
    
       Troubleshooting: 
    
    
    
       Check to find out if the ISDN line was ordered for the product that is
    
       being installed, or if it was a previously existing line.  If it is an
    
       old ISDN line, it is very likely NOT configured appropriately for Intel
    
       Blue.  
    
    
    
       It is important to determine if the system is able to complete a
    
       connection locally vs. long distance.  If a local connection can be
    
       made, but a long distance one cannot, see the item below labeled PIC
    
       problems for more help.  
    
    
    
       You will need to get in touch with the service provider to confirm that
    
       the provisioning on the line is set up for Intel Blue.  If it is not,
    
       you may need to provide a copy of Intel Blue to them, so that they can
    
       determine what needs to be changed.
    
    
    
       NT1 Problems: 
    
    
    
       In many places, customers that have direct BRI lines from their local
    
       provider need NT1's, and if they don't have one, they will not be able
    
       to function properly.  Likewise, if they are on a PBX, the PBX will take
    
       care of that function, so they don't need one, and shouldn't have one.  
    
    
    
       When there is an NT1 involved, there is always the potential for wiring
    
       problems.  Check to ensure that all wires are correctly hooked up first,
    
       and when that is done, check to see if the lights on the NT1 are
    
       functioning normally.  
    
    
    
       For those cases where there is an NT1, but that the NT1 is faulty, the
    
       most common symptoms are the NT1 won't initialize (according to the
    
       lights) even though the system is configured correctly, or connections
    
       will complete normally, but will consistently disconnect for no known
    
       reason some time later.
    
    
    
       Troubleshooting: 
    
    
    
       Find out if the system is attached to a PBX; if not, then assure that
    
       there is an NT1, and that its lights indicate that it is working
    
       normally.  Many NT1's perform a self test on power up that can help with
    
       this process.  
    
    
    
       If a problem persists, then double check all wiring.  Make sure that
    
       there is only one cable from the NT1 to the ISDN adapter, as two
    
       connections from the NT1 to the same ISDN adapter will cause failures. 
    
    
    
       Lastly, try another NT1 to eliminate the possibility of faulty
    
       equipment.
    
    
    
       PBX Configuration Issues:
    
    
    
       If the system is attached to a PBX, but is unable to normally complete
    
       connections, the problem may well be in the configuration of the PBX
    
       program.  Typically, the symptoms include not being able to place and/or
    
       receive calls, although other indications may or may not show up as
    
       well.
    
    
    
       Troubleshooting: 
    
    
    
       Contact the PBX administrator to inform them of the trouble.  Then, if
    
       the trouble cannot be located and corrected by the administrator,
    
       contact Intel Customer Support for information on configuration on the
    
       type of PBX.
    
    
    
       PIC problems:
    
    
    
       The symptom with this problem typically is that the system is unable to
    
       place long distance calls, although local calls complete normally.  In
    
       places where the customer is expected to choose a long distance service
    
       carrier, problems making long distance calls can occur even when local
    
       calls have no problem.  Typically the problem is either due to a long
    
       distance carrier not being chosen at the time the line order was placed,
    
       or the long distance carrier that was specified doesn't handle ISDN data
    
       services.
    
    
    
       Troubleshooting:
    
    
    
       Contact the local provider and discuss which PIC option is specified for
    
       the ISDN line in question.  If none is specified, a carrier should be
    
       chosen.  If a carrier is specified, that long distance carrier should be
    
       contacted to find out if ISDN and data are both available for that
    
       location.
    
    
    
       Cable problems: 
    
    
    
       Wiring issues occur in two different categories; either there is a
    
       problem with the physical cabling in the ISDN network, or there is a
    
       wiring issue at the customer premises.
    
    
    
       Troubleshooting:
    
    
    
       Check to make sure that all of the system wiring is correct.  The most
    
       common place for error is the wiring that involves the NT1.  Running the
    
       ProShare Diags in the Control Panel can be helpful with this problem, as
    
       a wiring problem will show up in the ISDN cable test. See
    
       troubleshooting tools below for more detail.  This information can help
    
       when you contact the local provider and ask them to test the line to the
    
    
    
       NT1.
    
    
    
       Dialing String problems: 
    
    
    
       This is a broad category that covers a couple of different situations. 
    
       The first deals with the system that is attached to a Northern Telecom
    
       DMS switch.  People that want to call these systems will want to dial
    
       using both of the numbers that are associated with his line.  Obviously,
    
       the other side of that coin is for the system that is trying to dial
    
       someone that is attached to a DMS switch.  When there are two numbers
    
       involved in the dialing string, it is important to dial using the
    
       correct format.
    
    
    
       The other possibility is that the system is attached to a PBX or a
    
       Centrex, and needs an access code prefix in order to connect to an
    
       outside line.  Sometimes  customers don't associate the types of dialing
    
       patterns they use with their telephones with their new ISDN lines, and
    
       don't remember to dial access codes (like 9), or normal patterns to dial
    
       long distance, etc.  Remember to use all access code prefixes, and 1
    
       when necessary.
    
    
    
       Troubleshooting:
    
    
    
       If the receiving end is attached to a DMS switch, the originating system
    
       needs to dial both of the numbers associated with the receiving end's
    
       ISDN line.  Make sure that the format of the number is:
    
       XXX-XXX-XXXX:XXX-XXX-XXXX.  All special dialing codes must be included
    
       in the numbers on both sides of the colon.
    
    
    
       Find out if there is an access code that must be dialed before the rest
    
       of the number on outgoing calls.  A preceding 9 is common in the case of
    
       a PBX or if the line is a centrex line.  In some regions, other codes
    
       are necessary to place external calls.
    
    
    
       ISDN Phone Number Problems:
    
    
    
       Periodically, there are problems with the ISDN number associated with a
    
       new line.  Some of the problems that we've seen are:  the customer
    
       didn't receive the ISDN phone number information associated with the
    
       ISDN line during the ordering process, or may have mistyped the
    
       number(s) during the software installation. Other times the customer
    
       entered only one ISDN number when there should be two, such as in the
    
       case of a DMS switch installation, or perhaps, they may have entered two
    
       numbers when they should have only entered one into the ProShare
    
       software configuration, such as in the case of an AT&T  5ESS
    
       installation, with multipoint capability.  Generally in these cases, the
    
       primary symptom is an inability to place or receive calls normally.
    
    
    
       Troubleshooting:
    
    
    
       The best course of action is to contact the local provider to get the
    
       correct ISDN number information associated with the ISDN line, and then
    
       correct the software configuration as necessary.  This is done by using
    
       the ProShare Config icon from Control Panel, and choosing ISDN line
    
       configuration. 
    
    
    
       If the customer has entered both numbers for an AT&T 5ESS multipoint
    
       configuration, simply remove one of the numbers and SPIDs from the
    
       configuration.
    
    
    
       ISDN questions: 
    
    
    
       One of the most common calls that customer support sees is when the new
    
       ISDN line user is not sure of Intel Blue, ISDN in general, NT1's or
    
       other ISDN related equipment and requirements.
    
    
    
       Troubleshooting: 
    
    
    
       Feel free to take advantage of the information in the documents listed
    
       in Intel's online services.  If answers are still not found, then
    
       contact Intel Customer Support, or local provider for specific ISDN
    
       related questions.  
    
       Some of the most helpful documents are: 
    
    
    
       ProShare Video: ISDN Q&A           8105
    
    
    
       ProShare Video: List of NT-1 Suppliers  8109
    
    
    
       ISDN Provisioning for Intel Blue        8139
    
    
    
       ISDN Concepts and Terminology      8102
    
    
    
       Routing issues: 
    
    
    
            Periodically, calls to a specific destination won't complete
    
       normally, when calls to other places work fine.  Sometimes this is due
    
       to a specific area code not being accounted for in the routing tables
    
       for that LEC or IXC.  
    
    
    
       Troubleshooting: 
    
    
    
            The only real solution here involves letting the local provider
    
       know that there is a problem.  They can typically take care of it
    
       relatively quickly, if it is a problem in their routing tables, and they
    
       can also contact the long distance carrier if that is necessary.
    
    
    
       Tools to aid in troubleshooting ISDN related issues: 
    
    
    
       Windows Control Panel contains a helpful tool that can be used to help
    
       troubleshoot ISDN issues in the ProShare Diags: 
    
    
    
       PS Diags is a diagnostics utility that the ProShare Video SETUP.EXE puts
    
       into the Windows Control Panel. This diagnostic divides its tests into
    
       two parts, the ISDN board tests and the Video Capture board tests. There
    
       are three possible result codes for each test:
    
            Passed
    
            ime-out
    
            Failed
    
    
    
       It is important that ProShare Video and PSNOTIFY are NOT running when PS
    
       Diags is running. It will skew the results and possibly cause the system
    
       to lockup.
    
    
    
       Typically, consistent time-out's and failures which occur in a specific
    
       diagnostic can indicate a hardware conflict or failure for the board
    
       that is being tested.  There is a thorough section in scoop which covers
    
       the possible results of each test, and what some of the causes may be.  
    
    
    
       One special feature in the ProShare Diags involves the cable test in the
    
       ISDN board section. When you run the ISDN diagnostics, you can find out
    
       exactly why the cable test  failed if you PRINT the results.  The
    
       printout gives more detail on failed tests.  Unfortunately, you can't
    
       view the results on the screen.
    
    

    Trademark information