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Topic Title: NBX Freezes
Topic Summary: Changes force a freeze and hard boot
Created On: 04/09/2010 09:48 AM
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04/09/2010 09:48 AM
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bigmaneric97
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We have had to move times that we do changes to the NBX to after hours due to the system freezing while making changes. The last change was when we were adding someone to an ACD. At this point the WEB GUI stops responding. No new calls can be received or placed. You can still ping the NBX, but you cannot access the web gui and it will not process calls.

We do have mirrored hard drives and extra ram installed. I am wondering if this could be a database issue or problem writing to the database? Is there a diagnostic tool to check the database or do a repair?

It is an NBX v5000 with SW V. R6_0_63. We have 1 T-1 from the PRI and use 24 Channels.

Thank you,
Eric
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04/20/2010 11:45 AM
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wcodya
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I am experiencing the same problem on two different systems - a V3001 running 6_0_55 and a V3000 running 6_5_22.

The V3001 is fresh out of the box (<2 wks, from MTMnet). I also appear to be unable to upgrade the box to a newer version. An upgrade to 6_5_22 fails with an "unable to expand" error; an upgrade to 6_0_63 appears to hang the system outright after about an hour; it never appears to get to the "expanding" stage, then NetSet stops responding, then the system hangs after that.

On a lark, I set up a syslog server and enabled syslog logging on the NBX to try and get meaningful diagnostic information. On the upgrade to 6_5_22, I get the following:

04-20-2010 10:53:43 System3.Notice 192.168.1.190 APR 20 10:53:36 wdg-nbx100 tEmWeb: 20100420:105336 192.168.1.2 Software upgrade canceled, version R6_0_55
04-20-2010 10:53:43 System3.Notice 192.168.1.190 APR 20 10:53:36 wdg-nbx100 tEmWeb: 20100420:105336 tarRootDirectory invalid, can't clean /htfs0/tmp
04-20-2010 10:53:43 System3.Notice 192.168.1.190 APR 20 10:53:36 wdg-nbx100 tEmWeb: 20100420:105336 tarRootDirectory invalid, can't clean /htfs0
04-20-2010 10:53:43 System3.Notice 192.168.1.190 APR 20 10:53:36 wdg-nbx100 tEmWeb: 20100420:105336 tarRootDirectory invalid, can't clean /dos0
04-20-2010 10:53:41 System3.Notice 192.168.1.190 APR 20 10:53:34 wdg-nbx100 nbxUpgradeTask: 20100420:105334 tarRootDirectory invalid, can't clean /htfs0/tmp
04-20-2010 10:53:41 System3.Notice 192.168.1.190 APR 20 10:53:34 wdg-nbx100 nbxUpgradeTask: 20100420:105334 tarRootDirectory invalid, can't clean /htfs0
04-20-2010 10:53:41 System3.Notice 192.168.1.190 APR 20 10:53:34 wdg-nbx100 nbxUpgradeTask: 20100420:105334 tarRootDirectory invalid, can't clean /dos0
04-20-2010 10:53:41 System3.Notice 192.168.1.190 APR 20 10:53:34 wdg-nbx100 nbxUpgradeTask: 20100420:105334 Software upgrade /htfs0/R6_5_22_NBXV3001AnalogBri.taz failed Software upgrade failed. \nFailed to uncompress tar file\n
04-20-2010 10:47:26 System3.Notice 192.168.1.190 APR 20 10:47:19 wdg-nbx100 nbxUpgradeTask: 20100420:104719 Software upgrade /htfs0/R6_5_22_NBXV3001AnalogBri.taz started
04-20-2010 10:45:31 System3.Notice 192.168.1.190 APR 20 10:45:24 wdg-nbx100 tEmWeb: 20100420:104524 192.168.1.2 File /htfs0/R6_5_22_NBXV3001AnalogBri.taz posted to NBoss disk

On the 6_0_63 upgrade, I only get the following logged before a reboot is required:

04-20-2010 10:54:21 System3.Notice 192.168.1.190 APR 20 10:54:14 wdg-nbx100 tEmWeb: 20100420:105414 192.168.1.2 File /htfs0/R6_0_63_V3001AnalogBri.taz posted to NBoss disk

For what it's worth, the V3001 has about (6) 1102 phones and a 3102, plus 4 analog CO ports; the V3000 has about (20) 3102 phones plus 4 analog CO ports.

Any assistance is greatly appreciated!

Thanks,
Cody

-------------------------
 Cody Anderson
Evenerable Group, Ltd.
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04/20/2010 01:26 PM
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Cobra
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I have had 3 out of the last 4 brand new V3001's fail the upgrade process. Going to any version. Called 3Com and they RMA'ed them all.
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04/20/2010 09:03 PM
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M_Blank01
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Did they say why??

-------------------------
 Mike Blank

LeBlanc Communications
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04/21/2010 06:41 AM
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merlin215
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First of all , the NBX V5000 freezing , Something else is going on here as the NBX will not freeze like that unless it is running out of resources , especially the V5000 . You should only have 384 meg of memory as those boxes only supported a 128 meg default , and a 256 meg upgrade . So unless you do some logging like a memShow at the time of the event , as well as hyperterm to see if any errors are present , You can replace the unit . I have heard of crazy stuff like this occurring in the past as well .

Second issue from Codya

I assume that the code has been checked , and that you matched the code to the system correctly . Had to ask ! We did have a bug on upgrades that would fail on R6.5.22 code and I know there is some work done on this . I would suggest opening up a case with us and an engineer can point you in the right direction , code upgrade , patch , or some sort of other type of fix . I'll try and get more info on this for you as well this am ....

-------------------------
 Rich O'Connor
3Com Enterprise Support

Edited: 04/21/2010 at 06:42 AM by merlin215
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04/21/2010 10:50 AM
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Cobra
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They didn't say what the problem was. The first time the engineer took over my computer and worked on it for about 2 hours before he RMA'ed it then by the last time they just RMA'ed it immediately. No questions asked. So it sounds like there is an issue but not sure what it is.
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04/22/2010 07:24 AM
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merlin215
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The amount of tels , memory and resources available at the time of a change has an affect on what occurs . I have heard of issues like this in the past usually due to not enough memory or the system is running out of resources ( lots of hunt groups , acd groups , tels , vmail ports and a lot of activity ) . Check the CDR sizes and NBoss log file sizes and see if the system is actually storing large files
Make sure NO logging is on at all !
Check your device count and see how many the system is licensed for and how many are active .

A few questions ?

how many tels ?
How many PRI's
Are there any analog lines ?
any other connected devices ?
6.0.63 cod eis very stable in this area so I doubt its the code . Hence my guess of the V5000 .

I would be interested to find out if the NCP ( call Processor ) is the culprit as I have heard a couple of these acting up but not more than a few . I had a City in Ohio with this issue about a few months back and it solved the issue but need to know more facts before I can be sure .

-------------------------
 Rich O'Connor
3Com Enterprise Support
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05/10/2010 07:46 AM
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wcodya
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@merlin215: Absolutely - code was definitely for the V3001. They RMAed the unit almost immediately when I called for DOA replacement. (Unfortunately, replacement system was DOA after about an hour...ugh.) They did not even offer/discuss a bug fix.

Since this system is replacing a dead NBX100, our phones are 1102s (4) and (1) 2102PE. Any compatibility issues with 6.x code?

For that matter, any manufacturing/code issues with the V3001s?

-------------------------
 Cody Anderson
Evenerable Group, Ltd.
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05/12/2010 08:47 AM
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merlin215
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Hey Cody

not that I know of but as long as you are in NBX ( NIP ) mode no issues . When you go to NBX SIP mode you need to review the compatability charts in the manuals .

We have a few out there running older tels , as I know some 2102 type sets and I'm sure some 1102 sets somewhere as well .

There was a rumor that some of these V3001A & R systems had an issue upgrading to R6.5 but should not be an issue on R6.0 at all . Engineering was reviewing some stuff but no answers form them . I'll see if they found anything .

-------------------------
 Rich O'Connor
3Com Enterprise Support

Edited: 05/12/2010 at 08:52 AM by merlin215
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05/17/2010 10:04 AM
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bigmaneric97
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We have 48 IP phones
3 ATA devices
23 PRI Channels
14 ACD Agents
We have the full mem upgrade and mirrored 20.02 GB harddrives.
Code R6_0_63

We house the call center for a bank with 19 locations. All but two of these locations have their lines automatically forwarded to the call center so we do have heavy call volumes at times. My concern is that maybe the database has been corrupted and I don't know how to check the status. The hardrives show they are good and synch'ed. I have been looking for documentation on the CLI commands but I have not found that yet. With out that I can't see what is going on. We had a local company come out when it was frozen and they couldn't get the box respond in the CLI for a little bit. So I do believe that it is a resource issue, burt how do I get that information?

Thank you,
Eric Speake, GSEC, MCSE
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05/17/2010 10:16 AM
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bigmaneric97
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I forgot to add that our call center averages 1600 calls a day. That does not include the rest of beuilding.
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05/18/2010 06:34 AM
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merlin215
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Send me an email to :

richard_oconnor@3com.com

Yes its still 3com.com for another month or so !

-------------------------
 Rich O'Connor
3Com Enterprise Support
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05/26/2010 09:14 AM
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sonic7771
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guys,

Hope this info helps. I have an nbx v3001r w/mirrored drives,mem upgrades, and running 6.63. I have had this same issue for 2 yrs. I have submitted numerous tickets with no resolution from 3com. I started to poke around the system and discovered that the AUTODISCOVERY was on. I looked it up in the Manual and 3com states (in a foot note) that this should be turned off after initial install.(must be for a reason) I have done that and the freezing stopped since. Also check out the wav ports and make sure that none say unknown under status. I can now make changes to the system at any time with no freezing. I am now on 4 weeks of no issues. Also i have not had to switch out any ACD phones stuck in wrap up as well. Let me know if this helps anyone. i understand the frustration with this issue.

thanks,
Robert B.
Seminole Casualty Ins. Co.

-------------------------
 thanks, Robert
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06/04/2010 06:30 AM
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merlin215
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Robert

I have always agreed with that statement as I always recommend to turn off auto discovery if not using it , but have never seen issues with auto discovery turned on . That is VERY interesting .

-------------------------
 Rich O'Connor
3Com Enterprise Support
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