Database Status Error and VTG_VM_ERROR on Mitel 3300

[renantea]

Dear Everyone,

I recently got this error message from my PBX. My phones are working fine. Can receive and make calls without problems. But, voicemail no longer works.

Database Status error
Alarm Level: Major

VTG_VM_ERROR
Alarm Level: Major

I called an authorised Mitel tech to troubleshoot but didn't help much as of the moment. He says, might change the Hard Drive and do a restore.

On the other hand, our original vendor no longer supports Mitel. So I am now trying to coordinate with a new vendor to move our license as their new authorised partner. Do I really need to do this to get full technical support from Mitel?

Can you anyone enlighten me?

Thanks!

[renantea]

UPDATE: Okay so we recently had a power outage thereby forcing me to reboot everything including the PBX box. And to my surprise, everything went back to normal! I have no idea what happened but I'm so glad that everything's fine now.

Anyone experienced the same issue? 

[AH64Armament]

The issue is that there is a loop of some sort in the voicemail.  This has prevented the voicemail from shutting itself down properly during its nightly maintenance.  When this happens, you may discover a couple ports active to one another... you can find this in the Maintenance Command Line with the following commands...
STATE 1 4 27
STATE 1 4 28
Make note of any ports that are active. for instance...

1 4 27  16  1| Superset 4150        |Busy           |Call Proc|4 0217|Wait     
1 4 27  16  2| Unassigned           |Not applicable |         |      |
and
1 4 28  1  1| Superset 4150        |Busy           |Call Proc|4 0217|Wait     
 1 4 28  1  2| Unassigned           |Not applicable |         |      |

Next issue the command...
RESOURCE 1 4 27 16 1
you will see something like this... indicating two voicemail ports are talking to one another.
Circuit: MC330AA DNI Line at location  1  4 27  16  1                           
Call Process: 5 02C7                    Device Type: Superset 4150             
Call State: Talking                     Party Type: Terminator                 
Receive Link: 243   Channel: 21         Transmit Link: 243   Channel: 21       
                                                                               
>>>>> Other Party for Call Process 5 02C7                                       
Circuit: MC330AA DNI Line at location  1  4  28  1  1                       
Call Process: 2 01E4                    Device Type: Superset 4150               
Call State: Talking                     Party Type: Originator                 
Receive Link:  28   Channel: 17         Transmit Link:  28   Channel: 17   


To stop this problem, do one of the following:
reboot the controller
OR
log into the RTC shell or connect to the maintenance port
issue the following commands at the > command prompt
iPVM_Stop
Wait for it to stop and return the following text and the > prompt.
"iPVM stopped"
"value = 0 = 0x0"
>

Next from the ESM (web interface) maintenance command type the following....
BUSY 1 4 27
BUSY 1 4 28

At this point, you should not be able to call into Voicemail.

Now at the RTC Shell or Maintenace port > command prompt, type the following:
iPVM_Start

After it starts you will see the following:
"Starting iPVM Version 14.2.1.6" (note that your version may differ from mine.
"Value = 0 = 0x0"

Call into Voicemail - it should answer... and your alarm will clear.

The release notes from newer software don't spell it out, but it has supposedly been resolved in newer software   loads - Mitel support recommended this to me for this customer a few months back.  They also eluded to the Auto Attendant set up with a loop of sorts - I haven't been able to find such a loop.

My problem system is running MiVB 7.2 SP1 PR1 13.2.1.27.

I hope this helps.