Inter-tel Axxess Troubleshooting Tips
This information is provided by Main Resource, Inc. for our customers who are certified service personnel. While we make every effort to ensure that the information herein is accurate and up to date, we cannot guarantee accuracy.
Therefore, please use these tips at your own risk.
Start by checking for the LED indications on the circuit cards. Then check the alarm message output. Isolate the problem and then refer to the appropriate troubleshooting chart.
LED Indications:
Location
CPC
LED
CPU Active
DB Error
Description
Green when card is online
Red when database is in default state.
Flashing slowly when backup database is being saved. Flashing quickly when the local database is being restored.
Minor Alarm Yellow indicates a system alarm.
Flashing indicates an invalid software license.
Modem Active Yellow to indicate the modem is connected an in sync. Flashing indicates synchronization in progress.
100Base-T Green indicates network connection at
100 Mbps. Otherwise, it is operating at
10 Mbps.
Duplex
Collision
Green to indicate the network is running in full duplex mode.
Yellow indicates 2 or more devices have attempted to send data over the same connection while in half-duplex mode.
Transmit
Battery Alarm Red indicates the battery is missing or cannot be charged.
Link (RJ45)
Green indicates the IP connection is transmitting to the network.
XMT (RJ45)
Green indicates a valid network connection.
Green indicates the card is transmitting data to the network.
LINK and SYNC are reserved for future use.
Courtesy of Main Resource, Inc. Visit us at www.MainResource.com
or call 800
362-6740 for all your telecom needs.
1 of 13

CPU128
CPU020/PCM
CPU020/PCMA
Cards
CPU Active Green – Main processor operating normally.
Flashing –
1.
Turn off the AC Power before removing or inserting the CPC or
CPU Cards.
2.
Remove the card and check for improperly seated components and bent pins. Also check to make sure the 2 pars of the combined card are securely attached and that connectors and stand-offs are properly aligned and seated.
3.
Wait 20 seconds
4.
Reinsert card
5.
Turn on the AC power.
6.
If the LED is still flashing, check to see if all the LED on the front of the power supply unit are lit.
If any are blinking or unlit, the power supply needs to be replaced.
Unlit – Check connection. If connections are ok, try another card
Flashing slower than once every 5 seconds – Remove battery back-up jumper strap. Power off for 30 seconds.
Replace strap and start up. If still flashing see try troubleshooting tips for
“Flashing” above.
Database Error Red – Database error has caused the system to return to default values.
When first installed, the LED remains it until database programming is performed.
Flashing (along with minor alarm flashing yellow) – CPU020/PCM software upload has failed. The PC will show the reason for the failure.
Courtesy of Main Resource, Inc. Visit us at www.MainResource.com
or call 800
362-6740 for all your telecom needs.
2 of 13

CPU020/PCMA
Card
Minor Alarm
External Clock
Active
Remote Sync
(PCM Only)
Local Sync
(PCM Only)
Battery Off
Yellow – A minor alarm has occurred.
Unlit – The alarm message has been cleared.
Flashing (along with database Error lit red) – CPU020/PCM software upload has failed. The PC will show the reason for the failure.
Green – The system is receiving clock signals from an outside source.
Green – Remote fiber-optic connection is functioning normally.
Unlit – Check cabling and card seating connection. If still unlit, try another card.
Green – Fiber-optic connection is functioning normally.
Unlit – Check cabling and card seating connection. If still unlit, try another card.
Red – When battery back-up strap on
CPU Card is turned Off.
Unlit – Strap is either not attached to any pins or there is no battery installed.
ATM Link Bad Red – no active connection to ATM switch
Master and
Slave
Green – chassis is configured as the master or slave clock for the system
Both “blipping” – PCMA is not registered with the ATM switch.
Both flashing – Call processing has not configured clocking.
Master lit, slave unlit – Master chassis is providing clock to the system.
Master unlit, slave lit – Chassis is freerunning.
Master unlit, slave flashing – slave chassis is synchronizing to the master.
Master unlit, slave lit – slave chassis is synchronized to the master
If the master chassis reference clock changes the save chassis will resynchronize which means the slave
LED may flash during normal operation.
Courtesy of Main Resource, Inc. Visit us at www.MainResource.com
or call 800
362-6740 for all your telecom needs.
3 of 13

Digital Keyset
Card (8-port and
16-port) Analog keyset card or
Executone keyset card
Card On-line Green - The card is communicating
Circuit Busy properly with the system.
Unlit – Check of improper connection
(If still unlit, try another card slot).
Yellow – Indicates that at least one of the 8/16 circuits is busy.
Unlit – All circuits are idle
Single-Line Card
Internet Protocol
Resource Card
Card Active
Circuit Busy
Green – Indicates that the card is communicating with the rest of the system.
Unlit – Check connections (if still unlit, try another card or card slot).
Yellow – At least one of the 8 circuits is busy.
Unlit – All circuits are idle
Card On-Line Green – Indicates that the card is communicating with the rest of the
Circuit Busy system.
Unlit – Check connections (if still unlit, try another card or card slot).
Yellow – At least one of the 16/32 VoIP
Make Busy
Halted channels is busy. For IPRCs programmed for networking, if this LED is lit and you remove the card, all active calls will be dropped.
Yellow – Indicates the current stat of the switch. Remains lit while button is pressed but does not change the state of the ports on the card.
Red – Card is not functioning due to
Duplex
Collision
100Base-T
Link (RJ45)
XMT (RJ45) software or hardware error. Repair the card.
Green – Network connection is running in full-duplex mode.
Yellow – Network connection has experienced a collision while in halfduplex mode.
Green – Network connection is operating at a speed of 100 Mbps.
Green – Valid network connection
Green – Card is transmitting data to the network.
Courtesy of Main Resource, Inc. Visit us at www.MainResource.com
or call 800
362-6740 for all your telecom needs.
4 of 13

Trunk Cards (LSC or LGC)
T1/E1 Cards
(T1C, T1/PRI,
E1/PRI or
T1/E1/PRI)
Card On-Line Green – Indicates that the card is
Circuit Busy communicating with the rest of the system.
Unlit – Check connections (if still unlit, try another card or card slot).
Yellow – At least one of the 4/8 circuits is busy.
Unlit – All circuits are idle.
Card On-line Green – Primary processor on th card is active and communicating properly with the system.
Unlit – Check connections. If still unlit, repair card.
Circuit Busy Yellow – At least one of the T1/PRI or
E1/PRI circuits is busy.
Unlit – Resources are idle.
Courtesy of Main Resource, Inc. Visit us at www.MainResource.com
or call 800
362-6740 for all your telecom needs.
5 of 13

Red Alarm Flashing – Card has detected some type of red alarm error condition for 2 or 3 seconds. All calls are dropped and attendant stations display “ALARM
#114 CALL TECHNICIAN”. Check error message output.
Alarm 1, Receiver Loss of Signal
from Network: Card is not receiving the T1 signal from the public network.
C heck connection. If problem persists, contact your T1 provider.
Alarm 2, Transmitter Loss of Signal
from T1 Card to Network: Card is not properly transmitting the T1 signal to the public network. Check for improper connection. If problem persists, replace the card.
Alarm 3, Receiving yellow Alarm:
Receiving a yellow alarm error from outside the system. Check connection and wiring. If condition persists, contact your T1 provider.
Alarm 4, Receiving blue Alarm:
Card is receiving a blue alarm error condition from outside the system.
Check connection or wiring. If problem persists, contact the T1 provider.
Alarm 5, T1 Signal Out-of-Frame:
Problem with the master/slave synchronization or framing scheme.
Check database programming, connection and wiring. If problem persists, contact the T1 provider.
Alarm 6, Severely Errored Seconds:
One or more sever errors have been detected for at least 1 second. Check connection or wiring. If problem persists, contact the T1 provider.
Alarm 7, Transmitting Blue Alarm:
If Alarm 1 is detected, the card sends out a blue alarm signal.
Alarm 8, Remote Loopback State:
For engineering diagnostic purposes only. When the card receives a clean signal for 10 to 20 seconds, the red alarm LED is unlit and call processing continues normally.
Courtesy of Main Resource, Inc. Visit us at www.MainResource.com
or call 800
362-6740 for all your telecom needs.
6 of 13

T1/E1 Cards
(T1C, T1/PRI,
E1/PRI or
T1/E1/PRI)
Continued
Yellow Alarm
Yellow Alarm Flashing – Card has detected a yellow alarm error condition. If the condition persists more than 2 or 3 seconds, the card goes in to a yellow alarm condition.
Flashing exclusively (no other LED flashing) – Database programming inconsistency. Check alarm message and field service diagnostic output for a programming conflict.
Blue Alarm Flashing – Card is receiving a blue alarm error condition. This signal (also called AIS) is sent from the remote site when it is in a yellow or red alarm condition. If the condition occurs for less than 2 or 3 seconds, normal call processing continues and no calls are dropped. If it continues more than 2 or 3 seconds the card goes into a red alarm condition.
Providing
Reference
Clock
If the card detects a receive signal while the Red Alarm LED is flashing it transmits a yellow alarm to outside the system. If the card detects a loss of receive signal, it transmits a blue alarm to outside the system.
Card Halted
Green – Card is providing the system with the clock time to control all communication components in the system.
Unlit – Another card is providing reference clock.
The external clock Active LED on the
CPU card should also be lit.
Red – The card detected an unrecoverable error and has halted the primary processor. Return the card for repair.
Courtesy of Main Resource, Inc. Visit us at www.MainResource.com
or call 800
362-6740 for all your telecom needs.
7 of 13

Make Busy Yellow – The card is in the process of
“busying out” each circuit because the
“make busy” switch has been pressed.
Flashing slowly – Circuits are busied out.
Flashing rapidly – Busy out process was canceled because the busy out switch timeout timer expired before the card was removed. The LED will continue to flash until the make busy switch is released or the make busy field is disabled.
Options Card Card On-line Green – Indicates that the card is communicating with the rest of the system.
Unlit – Check connections (if still unlit, try another card or card slot).
Circuit Busy Yellow – At least one of the card’s resources is busy.
Unlit – All resources are idle.
ATM Switch LEDS S1 Green – Software is functioning properly
Red blinking – Software is booting.
Will change to green when finished.
S2 Green – Switch has power.
Unlit – Switch has no power.
ASX-200BX
Port
ACT
L1
Green blinking – Port is receiving packets
Red – Port is not communicating.
Yellow blinking – Port alarm.
Amber – Ethernet port is transmitting and receiving data.
Unlit – Connection has experienced a collision or there is no activity.
Green – Ethernet connection is active.
Unlit – No Ethernet connection.
PWR
5 Volts
RXn
Green – Switch Control Processor is functioning properly.
Red - SCP is resetting.
Unlit – SCP has no power.
Green – Power supply is functioning.
Red – Power supply not functioning properly.
Green – Port is receiving data from the phone system.
Red – No connection or no data.
Courtesy of Main Resource, Inc. Visit us at www.MainResource.com
or call 800
362-6740 for all your telecom needs.
8 of 13

TXn Green – Port is sending data to the phone system.
Red – No connection.
Number Message
012 SMDR Printer Off-Line
013
014
015
016
Message Printer Off-Line
Real-Time Clock Needs to be Set
Hardware real-Time Clock
Inoperative
No Delayed Major Because
System Busy
Troubleshooting
Make sure the printer is turned on and has plenty of paper and ribbon. Check to see that interface cable and power cord are connected properly.
Make sure the printer is turned on and has plenty of paper and ribbon. Check to see that interface cable and power cord are connected properly.
Set system time and date from administrator station.
Check to make sure that all components of the CPC or CPU card are properly seated and that there are no bent pins.
If the problem persists, replace the card.
System was not able to perform scheduled reset because the system was busy or the database programming is left connected. In the former case, no action is required.
Number Message
020
021
Voice Processing Unit:
Printer Off-Line
Voice Processing Unit:
Voice Mail Storage 80%
Full
Troubleshooting
Make sure the printer is turned on and has plenty of paper and ribbon. Check to see that interface cable and power cord are connected properly.
Ask users to delete all old messages.
022 Voice Processing Unit:
Voice Mail Storage 100%
Full
023
024
Voice Processing Unit:
SMDR Storage 80% Full
Voice Processing Unit:
SMDR Storage 100% Full
Have users delete all old messages. If the problem persists, increase the assigned disk space or install a larger hard disk.
Empty the SMDR buffer using the Inside
Track call accounting software. If the problem persists, empty the buffer more often or increase the size of the buffer.
Empty the SMDR buffer using the Inside
Track call accounting software. If the problem persists, empty the buffer more
Courtesy of Main Resource, Inc. Visit us at www.MainResource.com
or call 800
362-6740 for all your telecom needs.
9 of 13

026 often or increase the size of the buffer.
E-mail Gateway is Disabled Disable E-mail gateway for some mailboxes so that the total number of Email Gateway enabled mailboxes would not exceed the permitted license number.
Number Message Troubleshooting
100
101
102
103
104
105
106
107
108
109
Device w.y.z ‘xxxxx’ reset
Due to Excessive Data
Errors
Device w.y.z “xxxxx’ Reset
Due to Excessive Hardware
Failures
Logical Port xx Tx
Interrupt is not
Operational
Logical Port xx Clock is not
Operational
CPU: Database Corruption Try saving the database onto spare backup disks. Turn of f the system power and turn it back on. Perform some database programming to turn off the red database error LED on the CPU card.
If the database does not default again the CPU CPU020/PCM card may be okay.
Restore the database. If restore is not successful, restore an older version of the database. If the database defaults a second time, replace the defective CPU card. Restore the database in the new
CPU Card. Because the database may be corrupted, you may have to restore an older version of the database.
CPU: Write-Protect is not
Operational
CPU: Real-Time Clock is not Operational
Perform keyset self-test to check for a defective phone, may also result from defective wiring, station cable or keyset card.
Perform keyset self-test to check for a defective phone, may also result from defective wiring, station cable or keyset card.
Replace the component that has the defective serial port (“xx”).
Replace the component that has the defective serial port (“xx”).
Replace the CPC or CPU Card
Check to make srure all the components on the card are seated properly and that ther are no bent pins. If the problem persists, replace the card.
Replace the CPC or CPU card. CPU: Watchdog is not
Operational
CPU: Interval Timer is
Intermittent
CPU: Watchdog Expired
Replace the CPCP or CPU card.
Freeze system history, use database
Courtesy of Main Resource, Inc. Visit us at www.MainResource.com
or call 800
362-6740 for all your telecom needs.
10 of 13

110
111
112
114
115
119
121
During Minor Reset
CPU: Database Feature
Bundling Error
CPU: Battery Backed
Memory Too Low
CPU: Running Low on
System Dynamic Memory
(Heap) programming to save the database and obtain the CP error information. Contact
Inter-tel with this information.
If you feel the alarm may have occurred because the database being restored has more features than the PAL allows, enable the appropriate number of features in database programming.
Failing that, replace the PAL. You can also trying replacing the CPU card.
Cancel all message requests, reminder messages and queue requests. If this does not work, try to save the database and contact technical support.
When the first memory-low threshold is met (default is less than 160k free), the system sends all CO calls to the primary attendant to save on memory.
If the second threshold (60k) is reached, the system prevents users from placing new calls and CO calls are ignored.
Users will se an “ALL CIRCUITS BUSY” message.
If the condition persists, the system will perform a major reset, dropping all active calls to free up memory.
To fix, try reducing the number of stations in the all-ring hunt groups. If the problem persists, contact technical support.
T1 Card [dd] in red alarm The T1 card is getting a red alarm error condition, causing all calls to be dropped. Check the alarm message and field service diagnostic output and try to
Alarm History Frozen Do to
System Exception correct the problem.
Call processing history is frozen. Save the database and CP error information and contact Inter-tel technical support.
Link to Secondary Cabinet
Lost
System History Frozen Due to a Freeze-On String
Check to make sure the cables between the first and third (PCM-F card) chassis are connected properly.
Use database programming to save the database and obtain the CPU error information (operations found in
“Service” ->”Database Save and
Restore” screen). Contact Inter-tel with this information.
Courtesy of Main Resource, Inc. Visit us at www.MainResource.com
or call 800
362-6740 for all your telecom needs.
11 of 13

122
123
124
125
127
Hardware Key not Found If the key is attached, check to see if the
PCMA is Offline parallel port is configured (LPT1 using
IRQ7) and working. If not, replace it or add a parallel port card. You may need to replace the key.
Make sure the PCMA has the correct ATM
System Running on
Backup Key : xx Hours
Remaining
PAL and that cables are connected properly. Replace the PCMA card if necessary.
If the master PC had a major failure, remove the key on the master and place it on the backup PC. If not, check to make sure the cable is properly connected.
If the time expires, all audio will be terminated.
License Error – Reset in xxx minutes
Unlicensed IP Device
Failed to Come Online
Usually triggered if you are using the wrong software or wrong version for your hardware. If you have uploaded the correct software license properly, the license may be corrupt. Try downloading the software license from the web site and then upload the license.
If this does not work, transfer the license to a new CPC or CP Server security Key and contact Inter-tel right away.
The CPC or CPS received an on-line request from an IP device but there was not IP device license available.
Number Message Troubleshooting
200
201
202
Voice Processing unit:
Hard Drive Failure
Voice Processing unit:
Channel Failure
Voice Processing unit:
Database Corruption
Save the current database if possible, and replace the hard disk.
Check the cabling between the system and Voice Processing PC. Reboot the
PC. If the problem persists, check for a defective Audio Interface, Voice
Processing, CPU020/PCM, CPC or
Options card.
Reboot the PC. If the problem persists, save the system and voice processing databases and restore older valid version or reprogram manually. If the
Courtesy of Main Resource, Inc. Visit us at www.MainResource.com
or call 800
362-6740 for all your telecom needs.
12 of 13

203 Voice Processing Unit:
Communications Link
Down problem persists, replace the hard disk.
It this does not fix the problem contact
Technical Support for assistance.
Place a call to a valid voicemail extension. If you do not see “xxxxxx is unplugged”, the connection is now working properly. Otherwise, check the
RS232 cable and verify that the voice processing PCS communications port is still enable and set to 9600 bps and software handshaking.
If the problem persists, reboot the voice processing PC.
If the problem continues, reboot the phone system (dropping all calls).
If this does not fix the problem, replace the RS232 cable or the component with the defective serial port (CPU/MEM,
CPU020/PCM, CPC or Disk Controller
Combination Card.
204 Voice Processing Unit:
Version Mismatch
Upgrade to the appropriate software version.
If “MAJOR ALARM” appears on all display phones, a system-wide failure has been detected. Attempt to reset the system using the reset switch on the CPU card or by using the programming PC. If the problem persists, turn off the AC power for at least 10 seconds and turn it back on. If the system is still not recovered, check the system voltages, trying to locate the defective part or parts. Replace the component.
If “MAJOR ALARM” appears on one or several phones, but not all the phones, the individual key sets may have failed or the cabling may be defective.
Courtesy of Main Resource, Inc. Visit us at www.MainResource.com
or call 800
362-6740 for all your telecom needs.
13 of 13