TROUBLESHOOTING GUIDE No. TG0009 Ed.

01

OmniPCX Enterprise Nb of pages : 7 Date : 12-06-2003

SUBJECT : V24/IP MOXA BOX

This guide describes the main points that must be checked when various Moxa box issues occur.

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TROUBLESHOOTING GUIDE No. 9 V24/IP MOXA BOX

CONTENTS

1. TROUBLESHOOTING GUIDE ON V24/IP MOXA BOX....................3

2. HISTORY......................................................................................3

3. INTRODUCTION ..........................................................................3

4. INTRODUCTION ..........................................................................3

5. ISSUE 1: THE BOX DOES NOT FUNCTION AT ALL ........................3

6. ISSUE 2: THE BOX FUNCTIONS PARTIALLY ..................................4

7. ISSUE 3: NO "CONN STATUS" FIELD IN THE "TELNET" MONITOR

MENU..........................................................................................4

8. ISSUE 4: THE BOX SEEMS TO BE WELL CONFIGURED BUT THERE

IS NO INFORMATION GOING OUT OF IT ....................................4

9. ISSUE 5: NO POSSIBLE MANAGEMENT OF THE BOX WITH

MGR/4760...................................................................................4

10. ISSUE 6: PASSWORD LOST (FOR A TELNET ACCESS ON THE BOX)5

11. MISCELLANEOUS.........................................................................5
11.1. TCP/UDP PORTS USED BY THE BOX .......................................................... 5
11.2. Method for sniffing the packets................................................................. 5

12. BEFORE CALLING ALCATELS SUPPORT CENTER ..........................5

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TROUBLESHOOTING GUIDE No. 9 V24/IP MOXA BOX

1. TROUBLESHOOTING GUIDE ON V24/IP MOXA BOX

A basic understanding of the feature/concept is required; see the OmniPCX Enterprise Alcatel R5.0LX
documentation.
Moxa Box reference : Nport Server lite DE-304.

2. HISTORY
Edition 01 : creation of the Troubleshooting Guide based on the R5.0 Lx, E1.604 major release.

3. INTRODUCTION
Subjects covered in this guide:
The box does not function at all.
The box does function partially.
No "conn status" field in the "telnet" monitor menu.
The box seems to be well configured but there is no information going out of it.
No possible management of the box with mgr/ 4760.
Password lost (for a telnet access on the box).
TCP/UDP ports used by the box.
Method for sniffing the packets.

4. INTRODUCTION
This guide describes some methods to help maintaining the V24/IP Moxa box.
Those information are based on the Release 5.0 Lx and are subjects to modifications or add-on.

5. ISSUE 1: THE BOX DOES NOT FUNCTION AT ALL

Try a ping from the Call Server that the box is correctly responding. If the box is not on the same
network, check the "gateway" address on the Moxa box.
Check with "telnet" the filed "conn status".
It must have the main IP address of the Call Server or the Moxa box gateway in case of a
different sub-network. If not:
Check the processes on the Call Server with ps ef : at least one process named
/usr/etc/moxatty/moxattyd t 1 must be present.

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Check the Linux service: "service remotev24 status" must say "is running". Otherwise re
launch it by "service remotev24 restart" as "root" user.
Try a global test on the box: use the "diagnostic" menu using either telnet or the button
commands on the box itself.

6. ISSUE 2: THE BOX FUNCTIONS PARTIALLY

Several cases can appear like: no "moxatty" process on Call Server: check the box firmware version.
It must be at least 2.01. Otherwise re flash it using the documentation.

7. ISSUE 3: NO "CONN STATUS" FIELD IN THE "TELNET" MONITOR

MENU
The firmware needs to be upgraded. See above.

8. ISSUE 4: THE BOX SEEMS TO BE WELL CONFIGURED BUT THERE IS

NO INFORMATION GOING OUT OF IT
Check the V24 cables.
On the Call Server using the command ps ef, check if the processes corresponding to the
application are present.
Example: "hotmenu" for the hotel menu, "pre_login" and "agetty" (son of the "pre_login" process)
for a login
Check with a "telnet" on the box the fields "Tx Char Count" (received from the Call Server) or "Rx
Char Count" (received from the application) on "Monitor" menu: you can see the characters on
both ways of transmission. This is useful to see if the Call Server/ application are talking or not.
On the same menu, check the characteristics of the v24 ports: they must be identical to the one
used by the application (like a VT100 terminal).
If you dont see any characters coming from the Call Server, re launch the Call Server. V24
process manager using the command dhs3_init R V24_CONFIG as mtcl user: all the v24
applications will be restarted.

9. ISSUE 5: NO POSSIBLE MANAGEMENT OF THE BOX WITH

MGR/4760
This can happen if the given IP address is not in the same sub-network as the Call Server and no
route is present to reach the box. Check the routes using the command "route" or "ping" or
"traceroute". Management should be done with "netadmin" (build a static route).

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10. ISSUE 6: PASSWORD LOST (FOR A TELNET ACCESS ON THE BOX)

If the password has been lost, reset it blank by pressing for 15 sec. the "reset" button located on the
back of the box. This does NOT reset the box configuration, just the password.

11. MISCELLANEOUS

11.1. TCP/UDP PORTS USED BY THE BOX

TCP: 23 (telnet), 950 to 953 (one for each port managed. Four maximum for the "Nport Server Lite
DE-304").
UDP: 68 (bootp client : not used), 1029.

11.2. Method for sniffing the packets.

In the Call Server, as root user, type tcpdump x src <Moxa box IP address> or
dst <Moxa box IP address>
You can also end the command with the words "and tcp" or "and udp" to sniff only tcp or udp
protocol. TCP packets should be seen on all managed ports (950 to 953). Two UDP packets should
be seen regularly: one from the Call Server (port 1028), the other one as a response from the Moxa
box (port 1029).

12. Before Calling Alcatels Support Center

Before calling Alcatels Business Partner Support Center (ABPSC), make sure that you have read
through :
the Release Notes : path on the CDROM : "Functional Documentation/System services/V24
over IP".
this chapter and completed the actions suggested for your systems problem
Additionally, do the following and document the results so that the Alcatel Technical Support can
better assist you:
Have any information that you gathered while troubleshooting the issue to this point
available to provide to the TAC engineer (such as traces).

Note
Dial-in or Telnet access is also desirable to help with effective problem resolution.

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