Weekend Stumper!!

[George]

Here's one to ponder over going into the weekend.

Background
We have a Tandberg 6000 which we were running B4.1 software on with a multi-site key installed.

We connect to the world via our dedicated ISDN connection to DVS-G (DISN Video Services-Global). It's a US government network some of you may have heard of.

Connected to our Tandberg on data port 2 is an Axcent3 Controller (vers 3.1 software)through which we connect our AMX touch control panel (vers 2.0 software). We use the AMX to access MCU features like viewing all sites connected to the call and taking chair control to perform duties liek assigning the floor.

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What happened
We upgraded the software to B9.0 via the browser IP interface.

Suddenly we realized that when we tried to initiate the AMX panel that we got a timeout error. OK easy enough we fixed that by entering the configuration menu on the Tandberg and changing the dataport rate back to 4800. So it looks like installign the 9.0 software made some system parameter changes.

OK that fixed the problem and we can now use our AMX panel to connect to the DVS-G MCU and view sites in the call. (So we know it's talking to the MCU)

The Problem
So now we realize that when we go to take chair control the CODEC flashes a "Chair Granted" message on the screen BUT our AMX panel says "Chair REFUSED". We know we have taken chair beause we can then pick up the tandberg remote and assign floor, release chair, etc. So the AMX is talking to the MCU well enough to request chair and have the MCU grant chair to the CODEC. The CODEC takes chair but the AMX still can't perform any of the call chair functions. It gets denied error messages.

OK so the AMX panel connects (through the Axcent3 Controller) to the CODEC which connects to the MCU to pass the data necessary to carry out chair functions. We've set up multiple calls with DVS so we know it wasn't just that one call.

What we've done so far
We did a parameter dump before the software installation so we had that to compare to the current one. No differences that we can see but we're not certified Tandberg technicians either.

we've not only gone back and downgraded the software to 4.1 but we've also wiped all system parameters using the trusty "defvalues set all factory" command via hyperterminal connection and re-entered the operational configuration manually. We've essentially placed the system back in it's original operating state before they ever installed the 9.0 software and even the multi-site key. Yet the same problem persists.

I am totally stumped, because this in fact defys logic. How could the problem still be there if we've wiped the system?

Any suggestions? Told you it was a stumper :)

[Morgan81]

George,
I've noticed on a few cases that when you think you've cleaned the system out, one or two parameters are left behind.
Also "defvalues set all" wipes out the option key so you will have to re-enter the multisite key for it to be in original shape.
That's all I can think of really, I never use AMX either in my shop. Hope it gives you a clue at least.

[George]

Morgan, Thanks. Do you know of a sure fire way that totally cleans the system other than defvalues? That is a non-destructive way. I don't want to have to send it back to Tandberg :D

Were still having this problem. Any suggestions?

[Glen Sykes]

Back in the day when I did customer support, on older Tandberg codecs we sometimes performed a procedure called a 'triple-e reboot', which restores the codec fully back to its factory settings.

Don't know if it's still relevant, I'll check with a colleague and post the procedure if it is.

[Morgan81]

The triple-e still works, you need to directly connect to the codec with a serial cable (no telnet sessions) and open hyperterminal (or whatever terminal program you prefer). Once you can see the menu and access different functions, reboot the codec, you will see a message stating that it is reboot, this is when you hit "Ctrl + Break" to interrupt the booting. Hit "?" to see the menu and then enter "eee" to completly reset the system. After that is done, just reset the system one more time and you should be good to go.

Sorry I forgot about that, it's funny what commands you lose sometimes....

Hope this helps.....

[George]

Thanks guys!!

I'm gonna see if the folks here are willing to try this today.

Wish us luck!

[trapehzoid]

You are assuming the dataport hasn't changed. Between v4 and v9 thats a big jump. I'd recommend going through the dataport guide and look for changes.. and look at your AMX code. It may be looking for feedback that has changed.

[George]

trapehzoid,

I get where you're coming from only you have to consider that we've wiped the system and reinstalled B4.1. So logic would dictate that any differences between the 2 software versions would be fixed because we've gone back to the original.


Weird, I know...... :(

P.S. Sean (Tandberg) Lessman any thoughts?

[Sean Lessman]

trapehzoid,

I get where you're coming from only you have to consider that we've wiped the system and reinstalled B4.1. So logic would dictate that any differences between the 2 software versions would be fixed because we've gone back to the original.


Weird, I know...... :(

P.S. Sean (Tandberg) Lessman any thoughts?

The quickest way to set the codec back to 'factory defaults' is to telnet to the codec (or use a serial cable) and issue the command 'defvalues set factory'. This will wipe it clean as if it came off the factory floor. Try that and see what happens. Otherwise, I would suggest calling one of the support folks as you are getting one of those 'magical' errors. :)