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Knowledge Base

TE30 Internal system error

Publication Date:  2014-09-30  |   Views:  618  |   Downloads:  0  |   Author:  c00532292  |   Document ID:  EKB1000054643

Contents

Issue Description

We found a new TE30 have issue. The device cannot dial out to any sites with below error message pop-up immediately.

Sorry, the number you have dialed cannot be reached this time . [FF0002H]

Also, we found an error message raise from the right bottom corner “Internal system error (Error ID: 0x1b00003e)”

The device can ping to the next hop gateway, but not the Internet addresses. And we can’t see any network traffic sending from this device.

Alarm Information

“Internal system error (Error ID: 0x1b00003e)”

Handling Process

  1.  use ssh tool login the terminal’s ssh page 
      need open the ssh function on system setting -security-ssh of TE30‘s web 
   2.ssh to TE30,the user name and password should be debug/debug or debug/Change_Me
   3.then type the command mnt licenseinfo to check license status
 
   if the result displayed ulMaxBdw not be 0
   type command
   web trace debug on
   trace on
  
   do the call operation
   trace off

the result is     MaxBdw 0 ,we can confirm it is a license

Root Cause

the license system’s problem, the TE30's old license is copy from another system's database, and the dilatation mini MCU license is a new create one , they are not merge automaticly

Solution

contract license manager and get the correct license, problem resolve

Suggestions

in the ESDP license system, search for product ESN,the merged license should be only one , if there are two or more ,should be a not merge automaticly problem