Troubleshooting Power Supply Problems

Electric current in the matrix starts in the external power supplies and travels through the PSU internal PSU assembly to the backplane connectors, and then travels to the circuit cards themselves. When power-supply problems occur, those four areas—the power supplies, the internal PSU assembly, the backplane connectors, and the circuit cards—should be explored to identify where the trouble is occurring. Solving power-supply problems starts with identifying the specific component causing the problem.

The matrix’s backplane connectors are part of the matrix’s infrastructure and are not serviceable by field personnel. If it is determined that a problem is in the matrix’s backplane connectors, the matrix must be returned for repair. Backplane connector malfunctions are rare, but should be considered as possibilities.

Note:

Clear-Com may ship a spare matrix to use while the damaged matrix is being repaired depending on the support status. For more information, see your warranty and support documentation.

Power supply lights on a component

A lit power-supply light on a component indicates that the matrix’s electric current has traveled successfully to that component and is powering the component. For example, if the power-supply lights on the CPU card are lit, the electric current has successfully traveled from the matrix’s power supplies to the CPU card.

If a power-supply light is not lit on a component, the electric current has not reached that component for some reason. Knowing where the current has stalled helps to identify the component that needs repair.

For example, if all of the power-supply lights on all cards do not light, the electricity supply may have given out either in the power supplies themselves or in the matrix’s backplane connectors. A faulty connector on the backplane, or a crack in the backplane can cause all of the matrix’s power-supply lights to go out because the path on which the electric current is traveling has been blocked.

This is a rare problem, but one to consider as a possibility. Repairing the problem in this case would involve determining whether the problem is in the power supplies or the backplane connectors.

When a problem is identified in the power supplies or the circuit cards, the suspect component can be replaced with a properly functioning component to see if the problem is repaired.

 

Example power supply issues

Problem: One or more power supply lights are unlit on one interface card

Before repairing or replacing card, try to determine where the problem is occurring. One or both of the following actions can be tried:

Action 1: Take the bad card out of the matrix, and insert it into a known good slot in the matrix.

If the power supply lights still do not illuminate, the problem is probably in the card itself. Repair or replace the card.

If the power supply lights illuminate, the problem may be in the matrix’s backplane connectors, which carry electric current from the power supplies to the cards. The matrix can be returned to Clear-Com for investigation or repair. Another matrix can be temporarily substituted for the damaged one.

Note:

Clear-Com may ship a spare matrix to use while the damaged matrix is being repaired depending on the support status. For more information, see your warranty and support documentation.

Action 2: Take a known good card, and insert it into the slot.

If the power supply lights illuminate, the problem is probably in the card. Repair or replace the card.

If the power-supply lights do not illuminate, the problem may be in the matrix’s backplane connectors, which carry electric current from the power supplies to the cards.  The matrix can be returned to Clear-Com for investigation or repair. Another matrix can be temporarily substituted for the damaged one.

Note:

Clear-Com may ship a spare matrix to use while the damaged matrix is being repaired depending on the support status. For more information, see your warranty and support documentation.

Once the problem has been isolated to the card or the backplane, it is easier to take the next step which is to repair or replace the suspect component.

 

Problem: The power supply lights do not illuminate on any cards in the matrix.

In this situation, the most probable problem is that the matrix’s external power supplies or internal PSU assembly are not sending out any electric current, since none of the cards are receiving power. Although less likely, the problem may be in the matrix’s backplane connectors.

Action 1: Check the External power alarm lights or internal power alarm light/power good light. If the power alarm lights are indicating a problem with the power supply, swap it out with a new power supply.

If this repairs the problem, the problem was in the power supply.

Action 2: If the problem persists even after the power supply has been replaced, the problem is in the matrix’s backplane connectors.

Send the matrix back to Clear-Com for repair or replacement. Another matrix can be temporarily substituted for the damaged one.

Note:

Clear-Com may ship a spare matrix to use while the damaged matrix is being repaired depending on the support status. For more information, see your warranty and support documentation.

 

Problem: The power supply lights do not illuminate on one of the two CPU cards.

When the system is functioning properly, the power-supply lights on both CPU cards illuminate. If the power-supply lights on a CPU card fail to illuminate, the problem may be with the card itself, or with the backplane connectors that carry the electric current from the power supplies to the cards. The backplane connectors are part of the infrastructure of the matrix and are not serviceable by field personnel.

Action 1: Swap the CPU cards. Put the first card in the second CPU slot and the second card in the first CPU slot. The problem will follow the card or the slot.

If the power supply lights do not illuminate on the bad card (the card with the lights out) when it is inserted in the other CPU slot, the problem is probably in the card.

If the power-supply lights on the bad card illuminate when the card is inserted in the other CPU slot, the problem is probably not in the card itself. The problem may be with the backplane connectors or power supplies.

Action 2: Check the power supplies’ alarm lights. If the alarm lights are indicating a problem with the power supply, swap it out with a new power supply.

If this repairs the problem, the problem was in the power supply.

Action 3: If the problem persists even after the power supply has been replaced, the problem is in the backplane. Send the matrix back to Clear-Com for repair or replacement. Another matrix can be temporarily substituted for the damaged one.

Note:

Clear-Com may ship a spare matrix to use while the damaged matrix is being repaired depending on the support status. For more information, see your warranty and support documentation.

 

Problem: The power supply lights are out on both CPU cards.

The problem may be with external power supplies or internal power assembly, since both cards appear not to be receiving power. Although less likely, the problem may be in the matrix’s backplane connectors.
Action 1: Check the External power alarm lights or internal power alarm light/power good light. If the alarm lights are indicating a problem with the power supply, swap it out with a new power supply.

If this repairs the problem, the problem was in the power supply.
Action 2: If the problem persists even after the power supply has been replaced, the problem is in the backplane.

Send the matrix back to Clear-Com for repair or replacement. Another matrix can be temporarily substituted for the damaged one.

Note:

Clear-Com may ship a spare matrix to use while the damaged matrix is being repaired depending on the support status. For more information, see your warranty and support documentation.