Extension Board Troubleshooting


This guide covers troubleshooting steps for AltiGen extension boards. Refer to the Quick Install Guide and General Board Troubleshooting Tech Note to verify proper board installation and troubleshoot non-board type specific issues.

 Spares and Testing Equipment:

In order to reduce your client's downtime and accurately diagnose and correct any issues, it is imperative that you stock appropriate spares and always bring your telecom tools with you when troubleshooting any board or hardware related issue.

 Spares: Stocking spare parts greatly speeds up problem isolation and always makes clients happy. Having a spare part can mean the difference between a minor inconvenience and a critical issue.

Basic telecom tools to bring: Butt set, toner set, cross connect wire, harmonica, punchdown tool, RJ21-X (sometimes called amphenol) cable, banjo adapter, snips, RJ11 and RJ45 crimper, CT-BUS cable and a spare Triton power cable. Some basic hand tools like screwdrivers, pliers and a flashlight are also recommended.


Troubleshooting Steps:

1. Check that boards are installed properly, refer to the Quick Install Guide and General Board Troubleshooting Tech Note.

2. Check the LED status on the back of the board and confirm against the Telephony Hardware Manual.

3. Confirm 4-pin power is connected if working with a Triton board. Confirm the fuse isn't blown (red LED behind power connector).

    a. If power is not connected, the LED's on the back of the board will not illuminate.

    b. If power is not connected, the board may appear in AltiAdmin, but extensions connected to the board will have not receive dialtone.

4. Try resetting the board via AltiAdmin, be aware, this will drop any calls in progress that are connected on the board you reset.

5. If the problem extension is on the very first port of the board, check your Audio Peripheral setup to see if that board is being used for MOH input (Triton and MAX1000 boards only).

    a. Typical symptoms: the extension has dial tone but will not recognize DTMF reliably.

6. If just one extension on the board doesn't have dial tone, check the wiring and connect your butt set directly to the block to isolate the problem.

    a. If you receive dial tone at the block, but not at the phone, check the phone and inside wiring.

    b. If you don't receive dial tone at the block, connect the RJ21-X cable for that board to your harmonica and test there to rule out the 66-Block.

    c. If you don't receive dial tone with the harmonica, try replacing the RJ21-X cable.

7. Re-punch the wiring on the block/patch panel.

8. Dial #22 at the problem extension to see if any features (dial tone disabled, etc.) are enabled.

9. Run multiple passes of the CT-Bus Test Tool (unless the system is a MAX1000) and AltiGen Board Test Tool (unless the board is a Quantum).

    a. See the Quick Install Guide and General Board Troubleshooting Tech Note to troubleshoot CT-Bus failures.

    b. A failure when running the AltiGen Board Test typically indicates a bad board.

10. Reseat the board.

11. Move the board to a different PCI slot (if Triton), a different ISA slot (if Quantum) or swap the board to the other slot (if MAX1000).

12. Try the board in a different chassis.


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Last Updated
12th of July, 2012

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