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TANDBERG Diagnostics and Testing

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TANDBERG Diagnostics and Testing Powered By Docstoc
					Diagnostic and testing of Tandberg
   videoconference equipment


                   Tandberg AS


                  D10955 Rev.6




         This document is not to be reproduced in whole or in
             part without the permission in writing from:
                           TANDBERG AS
TANDBERG AS                                                                Diagnostic and testing of Tandberg videoconference equipment



Table of Contents

1.       INTRODUCTION.............................................................................................................................................2

2.       NORMAL USE..................................................................................................................................................2
2.1           T ELEPHONE SUPPORT ................................................................................................................................2
2.2           DIALLING IN DIAGNOSTIC .........................................................................................................................3
2.3           LOCAL DIAGNOSTIC.................................................................................................................................... 3
3.       ADVANCED USE.............................................................................................................................................4
3.1       DIAGNOSTICS USING A PC.......................................................................................................................... 4
      3.1.1 Diagnostics using a PC connected with a RS232 cable................................................................4
      3.1.2 Diagnostics using a PC with a LAN cable .......................................................................................5
3.2       LOCAL DIAGNOSTIC.................................................................................................................................... 6
    3.2.1   ISDN trace ..............................................................................................................................................6
         3.2.1.1            When to use it .............................................................................................................................6
         3.2.1.2            What does it tell you ..................................................................................................................6
         3.2.1.3            How to make an ISDN trace ....................................................................................................... 8
         3.2.1.4            How to analyse the trace ............................................................................................................8
      3.2.2       H.221 dump ............................................................................................................................................9
         3.2.2.1            When to use it .............................................................................................................................9
         3.2.2.2            What does it tell you ..................................................................................................................9
         3.2.2.3            How to make an H.221 dump .....................................................................................................9
         3.2.2.4            How to analyse the dump ........................................................................................................10
      3.2.3       Bonding Trace .................................................................................................................................... 10
         3.2.3.1            When to use it ...........................................................................................................................11
         3.2.3.2            What does it tell you ................................................................................................................11
         3.2.3.3            How to make an Bondning Trace............................................................................................11
         3.2.3.4            How to analyse the trace .......................................................................................................... 12
      3.2.4       IP trace: Ping...................................................................................................................................... 12
         3.2.4.1            When to use it ...........................................................................................................................12
         3.2.4.2            What does it tell you ................................................................................................................12
         3.2.4.3            How to make an Ping ................................................................................................................12
         3.2.4.4            How to analyse the trace .......................................................................................................... 12
      3.2.5       IP trace: Trace route.......................................................................................................................... 12
         3.2.5.1            When to use it ...........................................................................................................................12
         3.2.5.2            What does it tell you ................................................................................................................13
         3.2.5.3            How to make an Trace route .................................................................................................... 13
         3.2.5.4            Ho w to analyse the trace .......................................................................................................... 13
      3.2.6       IP trace: Q931 Setup/H245 ..............................................................................................................13
         3.2.6.1            When to use it ...........................................................................................................................13
         3.2.6.2            What does it tell you ................................................................................................................13
         3.2.6.3            How to make an Q931/H245 Trace .......................................................................................... 13
         3.2.6.4            How to analyse the trace .......................................................................................................... 13




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TANDBERG AS                                Diagnostic and testing of Tandberg videoconference equipment



1. Introduction
The Tandberg videoconference equipment and Codecs have a lot of built in functionality
which are very useful for self test of the equipment and for finding out why a problem exist.

All these features are built into the system, and no expensive Add-on's are necessary.

Some of the features are easy to use and can even be used by a novice user while other
features requires a more detailed knowledge to the system and should not be used before
attending a Training course.




2. Normal use
With Normal use we understand all fault finding that can be done without the use of external
equipment such as computers, Routers etc.

Normally faults can be divided into three categories:
1. User faults
2. Line problems
3. Equipment failure

User faults are normally easy to find and can in most cases be solved by asking the end-user
simple questions about his settings and use.

Line problems are normally the most difficult to find. The reason for this is that today most
ISDN users will blame the equipment if they have problems with a connection and not the
line. If they experience the same problems with a normal telephone call, everyone blames the
line and not the telephone!

Line problems can often occur because the end-user is connected via a PABX and has no
information about SW-changes, changing of parameters in the PABX, etc.

Proving that there is a line problem and not a problem with the equipment often requires an
ISDN trace and Bonding trace or an H.221 dump. Please see the advanced section for a
detailed explanation of these commands.

Direct failures in the equipment are today seldom. This is due to the high MTBF (Mean Time
Between Failure) of the equipment. A hardware fault in the equipment will normally be
reported when a Test Subsystem command is executed.


2.1 Telephone support
This is the most common way of helping end users with their problems. When an end-user
experience some problems he will in many cases try to call someone for help instead of
looking through the documentation he already has got.


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Experience shows that different customers often ask the same questions.

Ask the following questions:
• What kind of videoconferencing equipment is it?
• Which software version?
• Has the system been functioning normally earlier?
• A detailed description of the fault/fault-symptoms.
• If the end-user activates the self test [found under Diagnostic menu] is any fault reported?
• Has the system recently been moved or changed in any way?
• Has the end-user remembered to connect all cables and turn on all equipment?

Very often questions like this will lead to that the end user himself discover what is wrong.

If the problem can’t be solved by asking simple questions as mentioned above, the next step
is to try to place a call to the faulty unit. This is described in the next paragraph as Remote
Diagnostic.



2.2 Dialling in diagnostic
If a problem cannot be solved directly on phone, dialling into the unit may give some new
leads regarding the problem.
You should try dialling both directions.

Try the following points:
• Watch the Call Status screen (Menu + 1)
• Dial in on both 2, 4 and 6 channels (if applicable)
• Place a 2 channel call (H221 call) to ISDN line 2 and 3 (if applicable) [Dial nnnnnnn and
   set Quality:2ch, where nnnnnnn is the ISDN number of line 2 or 3, get the other side to
   disable the two lines which you are not calling in to]
• Try different call qualities (G.711, G.728, G.722, G722.1, H261, H263, QCIF, CIF,
   ICIF, 4CIF)
• Turn of "Downspeed" on your side and check the response from the network [watch the
   Call Status screen]


If this does not bring you any closer to solving the problem, going out to the customer might
be the next step. This is what we mean by Local Diagnostic.


2.3 Local diagnostic
If you visit the customer site to look for the problem, the first things to do are:

• A complete check to see that the system are installed correctly (use the User Guide and
  go through the installation procedure step by step).
• Check all cabling, remember that cables also can be destroyed.
• Check all settings in the menu.


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If you have the possibility to bring with you another video equipment (for example a
TANDBERG Desktop or Set Top or a Portable) when you visit the customer site, it is very
useful. This will make it possible for you to test the lines with a system you know are
functioning.


3. Advanced use
With advanced use we understand all diagnostic, which requires the use of a computer or
Router. The computer is either connected to the system on your side or via a Router
(Remote diagnostic) or to the system at the end-user site (Local diagnostic).

In both cases the computer should be connected to the Dataport 1 or LAN Interface and the
Dataport setting of the VC-equipment should be set to Control mode. On your computer
you will need a terminal program like HyperTerminal (HT), Telix or HyperTerminal or Telnet.
The communication settings of the program must match those of your system (speed, parity,
stop bit). For more information on using the dataport please refer to the Technical Manual for
the system.


3.1 Diagnostics using a PC
By connecting the computer to your system and calling up the system with the problem, you
can very easily download all settings of the remote system. Either by using a RS232 cable or
a crosscale connectedto the LAN port on the Codec and the PC
3.1.1 Diagnostics using a PC connected with a RS232 cable
Setting up PC:
    1.         Connect the straight through RS232 cable to the PC and set the
               HyperTerminal/Terminal program to 9600 Baud and 8bit, non parity.
    2.         To store a trace enter menu: Transfer/Capture test
    3.         Use Browse if you need to make a new folder or activate a new log file, always
               remember to use the file extension log (example: ISDN_xx. log where the log is
               the extension)


The dataport command rinfo <sw/hw/lp/vc/param> will give you a lot of information about
the system at the B-end. The rinfo param option is especially useful for seeing all the menu
settings of the other side.
It is however not possible to change any settings from your side. If you see some faulty
settings you must explain for your partner what the fault is and get him to change the setting.
This command is also only available in ISDN calls and not with IP calls.
The rinfo command can only be used towards other Tandberg equipment.




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3.1.2 Diagnostics using a PC with a LAN cable


    1.         Connect the PC to the codec’s LAN interface using a LAN cross cable (refer to
               the Technical Manual for pin layout for a cross cable or buy it in a local store).
    2.         Get access to the Codec by selecting Static IP addresses both on the Codec and
               on the PC by menu setting and windows settings. (Example: 192.168.2.1 PC and
               192.168.2.2 Codec and subnet mask 255.255.255.0)
    3.         Use Telnet or another Terminal program to do tracing and other dataport/IP
               commands to control the Codec or take traces.
    4.         Start a log a file by entering menu: Terminal/Start logging.
    5.         Close the logging by entering the same menu: Terminal and stop logging.

               Some dataport/IP commands, which are very useful for diagnostic, are isdntrace
               and dumph221 and sys-log-on and other IP related commands. Even if these
               commands are more useful when they are issued directly to the system that has
               the problem, they can also be used for Remote diagnostic.


It is important to note that these commands are not limited toward Tandberg equipment
solely but will give you the same information if they are used remotely towards any other
vendors VC -equipment.

Please read the next chapter for a description of how and when to use these commands.




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3.2 Local diagnostic
3.2.1 ISDN trace

isdntrace       causes ISDN layer 1,2 and 3 information for the ISDN line(s) specified to be
                output to Dataport 1 or the LAN port. If no line number is specified
                information will be output for all lines simultaneously.
                isdntrace [1/2/3…..6] <on/off>
                The information will be output in real time to Dataport 1 or LAN with a VT
                prefix.


3.2.1.1 When to use it
An ISDN trace can be used when:

• You have problems to connect the other site (line status in Call Status menu does not
  change to active).
• Your call just drops down. Please also refer to Bonding trace.

If the Call Status menu indicates active for all lines and connection is still not successful the
problem does not have to do with the ISDN connection and hence there is no need to make
an ISDN trace.

Please bear in mind that you should check all points mentioned in chapter 2.3 before an
ISDN trace is done.


3.2.1.2 What does it tell you
An ISDN trace of layer 3 gives you all messages going between the terminal (TE) and the
network (NT). This includes setup, call proceeding and connect for all B-channels.

A normal setup and disconnection of a 2B call can look as follows.




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                   TE                               NT          NT                                      TE
                                   setup
               C                                                                  setup
               h        setup ack
               a        call proceeding                                alerting
               n
               1          alerting                                    connect

                               connect
               C
               h                   setup
                                                                                  setup
               a
               n                                                      connect
               2               connect



                                                     ‘CONVERSATION’

                                     disc
               C                                                                  disc
               h
                                                                        rel
               a         rel
               n
               2                     rel complete
                                                                                         rel complete
               C                     disc
               h                                                                  disc
               a                                                        rel
               n         rel
               1
                                     rel complete
                                                                                         rel complete




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TANDBERG AS                                 Diagnostic and testing of Tandberg videoconference equipment


The ISDN trace will give you an exact time stamp for every message, the direction of the
message and a lot more information.
So by analysing the trace you will get:
• a good impression on where the call fails.
• a good impression on why the call fails.
• a good impression on how the call fails.

3.2.1.3 How to make an ISDN trace
1. Run HyperTerminal (HT) or Telnet (see chapter 3.1 for details on how to connect to the
   Codec by RS232 or LAN).
2. Type (ISDN ON) on your terminal. Every message between the unit and the network will
   now be shown on the PC.
3. To store all these messages, open a log and give it a name and then press <enter> (i.e.
   "filename.log ").
4. Then you make the call to the other site.
5. Wait until all the channels have settled down/dropped off or shot down your connection
   before you close that log by menu: Transfer/Capture text/stop
6. Type ISDN OFF to quit ISDN trace.


3.2.1.4 How to analyse the trace
What you have got now is a file that consists of hexadecimal values only. To make this file
readable, use the executable file TISDN.EXE.
The usage of the program when you have entered a MS DOS window is:

TISDN filename.log . The program will respond with:

        input file : {filename.log}
        output file: {filename.trc}

press <enter> if {filename.trc} is what you want to call the readable file.

This will make a text file with the name filename.trc . This file is a decoded file, which will
show all messages in plain text. The file can be opened in any word-processing program.

To fully understand the file it is required that you are familiar with ISDN and the signalling on
layer 3. In many cases the file need to be interpreted by a specialist.




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3.2.2 H.221 dump


dumph221 dumps the H221 log of the last call to the Dataport.

3.2.2.1 When to use it
The H.221 dump should be used when you have problems to get two units to communicate
but the ISDN connection is OK (all requested lines shows active on the Call Status menu).
PLEASE do not take a H.221 dump unless/before you are sure that the fault has nothing to
do with the connectors on the Codec on both sides (Video In/Out, Audio In/Out, Camera
plug, Scart Plug...........).

Fault symptoms that may require you to make an H.221 dump are:
• When you can't have the audio or the video quality that you want to use.
• When you have no video from the other side and they can't hear/see you.
• When you have no audio from the other side.
• When you meet other problems that doesn't look like line problems.
• When a Tandberg representative requests you to do it.

3.2.2.2 What does it tell you
When two videoconference units try to connect they exchange a lot of information regarding
their capabilities. They tell each other what kind of audio/video algorithms they are capable
of, if they can do FECC (Far End Camera Control), if they have T.120 implemented and
which speed they can do, and a lot more.
After they have told each other what they are capable of, they start negotiating to find out
which algorithms they should choose for the ongoing call. If they don't agree on the same
settings the call will not come up with audio/video.
It is all these capability exchange and negotiating which are saved to a file when you do a
H.221 dump.


3.2.2.3 How to make an H.221 dump
1. Run HyperTerminal (HT) or Telnet (see chapter 3.1 for details on how to connect to the
   Codec by RS232 or LAN).
2. Dial up the other end to check that it is a ISDN number, or that the other unit is not busy.
3. Disconnect the call after having a successful connection with the other side. "A successful
   connection" is when the requested channels actually have been active (look at the call
   status menu by pressing <MENU> and 1 on the remote control), the call has established
   channels long enough to give the Codec time to have a capability exchange with the other
   side.
4. Open a log and give it a name and then press <enter> (i.e. "filename.log ").
5. Type "dumph221", (for RS232 it is now important that your computer is running
   9600baud, because if the speed is higher, valuable information might be lost during this
   dump.)
6. Close the log.



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3.2.2.4 How to analyse the dump
The file you get when you do a dump is a file consisting of a lot of hexadecimal values. To
convert this file into readable plain text you must run the program TTH.EXE. This program
will make a text file which is readable in any word-processing program.
To analyse the file and find out why the systems does not want to communicate, is difficult.
The easiest solution is to send the dump to a specialist and let him have a look at it.

The usage of the script when you have entered a MS DOS window and type:
TTH filename.log . The program will respond with:

        Input file : {filename.log}
        Output file: {filename.txt}

press <enter> if {filename.txt} is what you want to call the readable file.


3.2.3 Bonding Trace


syslog on* will start the tracing the bonding sequence of the call to the Dataport or the
Telnet session.
*This command is available under dataport commands from SW S07xxxB2x and upward.
sys-log-on* will start the tracing the bonding sequence of the call to the Dataport or the
Telnet session.
*This command is also valid for systems with SW S07xxxA2x,
with this SW you have to enter the access mode by typing: set-access “password”
Note! You need to contact your Tandberg representative to get the password.
After entering this mode you can start the tracing. To quit this mode, turn codec off then on
again or reboot the codec.
For older systems or sw use the following command:
1.SYS-fsm
2.set trace 14 BFG BLL
3. To stop tracing enter: sys-fsm
4.set-trace 0 BFG BLL




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TANDBERG AS                               Diagnostic and testing of Tandberg videoconference equipment


3.2.3.1 When to use it
The sys-log-on should be used when you have problems to get two units to communicate but
the ISDN D-signalling is OK (all/some requested lines shows active on the Call Status
menu).
PLEASE do not take a Bonding trace unless/before you are sure that the fault has nothing to
do with the connectors on the Codec on both sides ( ISDN cables and connectors or
external network connections).

Fault symptoms that may require you to make a Bonding trace are:
• When you can't have the connection up and running without a lot of synchronizations
   problems.
• When you have downspeeding without a good reason.
• When you have no video from the other side and they can't hear/see you.
• When you have no audio from the other side.
• When you meet other problems that look like line problems.
• When a Tandberg representative requests you to do it.

3.2.3.2 What does it tell you
When two videoconference units tries to connect by using bonding they have to exchange
info on number of channels available and the numbers related to them.


3.2.3.3 How to make an Bondning Trace
1. Run HyperTerminal (HT) or Telnet (see chapter 3.1 for details on how to connect to the
   Codec by RS232 or LAN).
2. Dial up the other end to check that it is an ISDN number, or that the other unit is not
   busy.
3. Disconnect the call after having a successful connection with the other side. "A successful
   connection" is when the requested channels actually have been active (look at the call
   status menu by pressing <MENU> and 1 on the remote control), the call has established
   channels long enough to give the Codec time to have a capability exchange with the other
   side.
4. Open a log and give it a name and then press <enter> (i.e. "filename.log ").
5. Type "set-access “password” followed by sys -log-on or sys -fsm followed by set-
   trace 14 BFG BLL, (RS232: it is now important that your computer is running
   9600baud, because if the speed is higher, valuable information might be lost during this
   trace.
6. Close the log.
7. Type sys-log-off to quit the tracing. Or enter set-trace 0 BFG BLL if you have started
   the BFG BLL trace.
8. Reboot the codec to deactivate the access mode.




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TANDBERG AS                               Diagnostic and testing of Tandberg videoconference equipment


3.2.3.4 How to analyse the trace
The file you get when you do a trace is a file consisting of a lot of hexadecimal values and
other commands.
To analyse the file and find out why the systems does not want to communicate, is difficult.
The easiest solution is to send the trace to a specialist and let him have a look at it.
Note: Please send the unmodified file to TANDBERG.


3.2.4 IP trace: Ping


Ping will ping the network and other systems on the same network.
*This command is valid for systems with SW S07xxxB2x and upward.

3.2.4.1 When to use it
The Ping should be used when you have problems to get two units to communicate over a IP
network.

Fault symptoms that may require you to make a Ping are:
• When you can't have the connection up and running without a lot of synchronizations
   problems.
• When you have no communication with others via the network and need to find out if the
   network recognizes the codec.
• When a Tandberg representative requests you to do it.

3.2.4.2 What does it tell you
If you got no response using this command the network does not recognize you or the other
system.
3.2.4.3 How to make an Ping
When inside the Telnet or HyperTerminal connection with the codec, type ping to check the
connection to the IP network and the delay.
3.2.4.4 How to analyse the trace
The ping shows the response from the IP network and delay time in seconds.

3.2.5 IP trace: Trace route

traceroute <ipaddress> will show the route to other networks and other systems.
*This command is valid for systems with SW S07xxxB2x and upward.

3.2.5.1 When to use it
The Trace route should be used when you have problems to get two units to communicate
over an IP network and to identify the routers.

Fault symptoms that may require you to make a Trace rout are:
• When you can't have the connection up and running.


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• When you have problems with communication with others via the IP network and need to
  find out the routing in the network.
• When a Tandberg representative requests you to do it.

3.2.5.2 What does it tell you
Routing of the call to the other system.
3.2.5.3 How to make an Trace route
When inside the Telnet or HyperTerminal connection with the codec,
type traceroute <ipaddress> to check the routing.
3.2.5.4 How to analyse the trace
The trace shows the IP addresses throughout the IP network.


3.2.6 IP trace: Q931 Setup/H245

Syslog on will show the Q931 Setup/H245 to other networks and other systems.
*This command is valid for systems with SW S07xxxB3x and upward.

3.2.6.1 When to use it
The syslog should be used when you have problems to get two units to communicate over an
IP network and to identify the call Setup.

Fault symptoms that may require you to make a Q931/H245 are:
• When you can't have the connection up and running.
• When you have problems with communication with others via the IP network and need to
   find out the Setup in the network.
• When a Tandberg representative requests you to do it.

3.2.6.2 What does it tell you
Setup of the call to the other system.
3.2.6.3 How to make an Q931/H245 Trace
When inside the Telnet or HyperTerminal connection with the codec,
type syslog on to check the Q931 commands and Setup and H245 signalling.
3.2.6.4 How to analyse the trace
The trace shows the IP commands and Setup procedure and need to be sent to
TANDBERG for validation.




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