TROUBLE SHOOTING STEPS

Technical Issues Troubleshooting Guide

                                                

Index

1.     Error 700……………………………………………..3

2.     Internet Speed Slow…………………………….4

3.     IPTV Freezing……………………………………….5

4.     IPTV Black Screen…………………………………6

5.     IP Release Problem………………………………7

6.     Error 500……………………………………………..8

7.     PON Green Box Absent………………………..9

8.     Fiber Signal Loss…………………………………..10

9.     WIFI……………………………………………………..11

        IPTV Struck on Bootup Screen………………12

.       Ethernet Issue………………………………………13

        PON Not Operational……………………………14

ERROR 700

Description:  Error 700 occurs when device is either not provisioned or not registered.

Causes:

1.       New IPTV box serial number placed at customer location is different from box details entered in CAF.

2.       MAC ID is different in field and BSS Portal (Including " : ”). Stock upload issue. 

3.       MAC ID is different in BSS and Middleware server.     

4.       If 1 ONU and 2 IPTV’s are mistakenly added in CAF.

5.       CAF is in Pending for Provisioning status.

6.       Services not created in Agora.   

Check Points:

1.       Check CAF status in BSS portal (Active or Pending for Provisioning).

2.       Check ONU and IPTV serial numbers and MAC ID's available on box with respective details in BSS portal. Mismatch should not be there.

3.       Check IPTV MAC ID in BSS and respective MAC ID in Middleware portals. Mismatch should not be there.

4.       Check CAF status and CPE information in BSS portal.

5.       Check services in Agora.

Actions to be performed:

1.       ONU and IPTV boxes details should be same as entered in CAF. If mismatch, change the box in field to be in accordance with CAF.

2.       If MAC ID mismatch between physical box and BSS due to Stock upload issue, then it has to be reported to the respective Marketing Manager.

3.       If MAC ID mismatch between BSS and Middleware portals then it has to be reported to Middleware team for MAC ID updation in middleware server.

Internet Speed Slow (Latency Issue)

Description: When customer is unable to browse or download and buffering occurring frequently.

Causes:

1.       FUP limit has been crossed

2.       Bandwidth crunch

3.       Network condition

4.       Customer Desktop / Laptop hardware capacity & operating system details.

Check Points:

1.       Confirm with LMO if the issue is for single customer or total PON / OLT.

2.       If PON / OLT is getting affected check if any fiber cut in the upstream network.

3.       Confirm with LMO from when the issue is being observed (Peak Hours / Always).

4.       If single customer, check HSI usage date from BSS Portal.

5.       Check power levels.

Actions to be performed:

1.       If HSI usage is more than FUP limit, inform LMO that customer will receive 1 MBPS speed.

2.       If FUP limit is not crossed then inform LMO to do ping test by connecting Laptop directly to the ONU and check latency.

3.       Browse www.speedtest.net, Change Server to AP Fiber (Visakhapatnam) and Click on “GO “to do speed test.

4.       Reboot the ONU and redo the speed test.

5.       If speed is not in accordance with Tariff plan, then forward the details (Speed test snapshot and LMO contact number) to NOC.

IPTV Freezing

Description: We observe that Video will play normal for few seconds and image remains static for next few seconds. Audio and video sync is lost.

Causes:

1.       If ONU Power levels are beyond threshold values (-12db to -27db).

2.       If REI Errors in that particular PON are in huge numbers.

3.       Due to cascaded OLT's.

4.       Due to backbone network condition.

5.       Check if Power levels between Router to OLT / OLT to OLT are within Threshold values.

6.       IPTV Box malfunctioning.

Check Points:

1.       Confirm with LMO if the issue is for single channel or for all channels.

2.       Confirm with LMO if the issue is for single customer or total PON / OLT.

3.       Confirm with LMO from when the issue is being observed (Peak Hours / Always).

4.       If PON / OLT is getting affected check if any fiber cut in the upstream network.

5.       Check Power levels in ONU and total PON.

6.       Check REI Errors in ONU and total PON.

Actions to be performed:

1.       If issue faced by single customer, Power levels are beyond threshold value, inform LMO to clear the losses by cleaning with IP solution or by re splicing the patch cords / fiber. 

2.       Reboot / Reset IPTV box.

3.       If total PON is freezing, then LMO has to check last mile fiber connectivity from OLT to Customer location and clear fiber losses.

4.       If freezing is observed in total OLT need to check power levels between OLT - OLT & Router - OLT. If optical power is beyond threshold value then losses have to be cleared by our field teams.

5.       If OLT is in cascaded connectivity then inform to NOC.

IPTV Black Screen

Description:  IPTV black screen occurs when services are not provisioned. We observe black screen but VOD & Internet services are working fine. Channel name is also displayed at the bottom.

Causes:

1.       If multicast configuration is missing in Router and first CAF is provisioned in OLT.

2.       If IPTV services are not configured in Agora for that particular CAF.

3.       Channel stream not received.

4.       Free to Air Channel package missing in IPTV services.

Check Points:

1.       Check power levels. Power levels should be in between Threshold value (-12db to -27db).

2.       Check if first CAF in OLT.

3.       Check if PON is having REI errors.

4.       Confirm with LMO if the issue is for single customer or total PON.

5.       Check if Free to Air package is added in IPTV services.

6.       Confirm with LMO if the issue is for any particular channel.

Actions to be performed:

1.       Inform to NOC team for creating Multicast configuration in Router.

2.       If OLT’s are in cascaded connectivity, IPTV services have to be bypassed.

3.       Switch-Off IPTV box, restart ONU box and once the ONU box internet LED is on, switch-on IPTV box.

4.       If IPTV services are missing in Agora, then create the service.

5.       If IPTV services are available in Agora, then Block and release the service.

IP Release Problem

Description:  We observe 0.0.0.0 in DHCP Tab.

Causes:

1.       First connection in OLT.

2.       BNG does not release IP to ONU’s due to flooding of IP requests.

3.       Unicast IP configuration missing in 920 router.

4.       GPON configuration issue.

Check Points:

1.       Check if First connection in OLT.

Actions to be performed:

1.       Inform to NOC and check if Unicast IP configuration has been done in router or not.

2.       Reboot ONU

ERROR 500

Description: Error 500 will get displayed on TV screen. Error 500 occurs due to authentication failure.

Causes:

1.       When internet is not available to box and authentication failed.

2.       When ONU is unable to connect to Middleware Server.

3.       If IPTV services are not added.

Check Points:

1.       Confirm with LMO if FE/GE light is blinking or not.

2.       Check OLT / ONT operational status.

3.       Check Power levels in ONU and total PON.

4.       Check REI Errors in ONU and total PON.

Actions to be performed:

1.       Reboot ONU and IPTV boxes and check.

2.       Ask LMO to check the LAN cable and if found faulty, replace the same.

3.       Switch-Off IPTV box. Do "Block" and "In-Service" for both Client services (HSI & IPTV) in AGORA and then switch-on IPTV box.

4.       Reboot ONU and IPTV boxes and check.

5.       Inform to NOC.

PON Green Box Absent

Description: When PON LED is green on ONU box but in Agora it show’s “Absent”.

Causes:

1.       When power levels are beyond threshold value (-12db to -27db).

2.       PON mismatch (Box wrongly placed in another PON).

3.       Wrong CAF / Serial number given by LMO.

4.       ONU box malfunctioning.

Check Points:

1.       Confirm with LMO the Optical power by using Power meter at patch cord end. Sometimes even if the power is -30db, we have observed that PON is green but the box does not come to operational state.

2.       Confirm the CAF and Serial number of the ONU and check the status in Agora.

3.       Check if the serial of box is in Discovered state in the OLT due to PON mismatch.

4.       Check if any other box is in Discovered state in the OLT.

Actions to be performed:

1.       Confirm with LMO the Optical power by using Power meter at patch cord end.

2.       Confirm the CAF and Serial number of the ONU and check the status in Agora.

3.       Check if the box is in Discovered state in the OLT due to PON mismatch.

4.       If any box is in discovered state, inform LMO to remove patch cord and check if that box is going from discovered state. If yes, then the box serial number mismatch has happened.

5.       Remove Patch Cord and give hard reset to the ONU.

6.       If box still remains not operational inform vendor team for support.

Fiber Signal Loss

Description: We observe PON LED Red in colour due to fiber issue

Causes:

1.       Due to fiber issue between OLT and ONU.

2.       Due to malfunctioning of SFP module in OLT.

3.       Due to patch cord splicing issue at Splitter.

4.       Due to faulty patch cord.

5.       Due to malfunctioning of ONU patch cord port. 

Check Points:

1.       Inform LMO to check Optical Power at patch cord end of ONU and if beyond threshold value, tell him to clear the losses.

2.       Check if OLT is operational and reachable.

3.       Check the functioning and Tx power of SFP module in OLT.

Actions to be performed:

1.       Inform LMO to check Optical Power at patch cord end of ONU and if beyond threshold value, tell him to clear the losses.

2.       If the LMO is not receiving power at ONU, inform to check the last mile connectivity.

3.       Check if OLT is operational and reachable.

4.       Check the functioning and Tx power of SFP module in OLT.

WIFI

Description: When customer faces issue connecting to WIFI.

Causes:

1.       Due to change of WIFI settings

2.       Due to wrong password

Check Points:

1.       Inform LMO to check the WIFI settings and WIFI password.

2.       Check if Single / Double box. (If Single box – WIFI SSID & Password are on the backside of Combo box. If Double box then we will get the details from My Account à Hotspot.)

3.       Inform LMO to change the name in Hotspot to verify that signal received is from the customer’s box only.

Actions to be performed:

1.       Inform LMO to put WIFI in OFF State (My Account à Settings à WIFI).

2.       Inform LMO to put Hotspot in ON state.

3.       For Combo box if WIFI password has been changed by customer but forgotten then ask LMO to login the box and check from WIFI Settings.

IPTV struck on Bootup Screen

(with Hon'ble CM photo)

Description:  We observe that TV is struck during bootup when switched on.

Causes:

1.       Due to Voltage Fluctuations and Earthing Issue.

2.       Due to malfunctioning of IPTV box

Check Points:

1.       Confirm with LMO if any Earthing issue or Voltage issue at customer location.

2.       Confirm with LMO if the Adaptor supplied with the boxes are only used.

Actions to be performed:

1.       Inform LMO to Reboot the IPTV box and check.

2.       Inform LMO to reset the IPTV box and check.

Ethernet Issue

Description: We observe “Please check your Network” or “No Internet Access” due to Ethernet issue.

Causes:

1.      When Ethernet option is Switched Off.

2.      If LAN cable is not connected properly and FE / GE light is not blinking properly.

Check Points:

1.      Check if the LAN cable is properly connected and FE / GE lights are blinking properly.

2.      Inform LMO to enable Ethernet: My Account à Settings à More àEthernet

Actions to be performed:

1.      Inform LMO to Enable Ethernet: My Account à Settings à More àEthernet

2.      Check if the LAN cable is properly connected and FE / GE lights are blinking properly.

PON Not Operational

Description: We observe “PON Not Operational” as Operational status under PON interface.

Causes:

1.      Due to Last mile fibercut.

2.      If all the ONU’s are off and OLT does not receive Rx Power.

3.      Due to REI errors.

4.      Due to faulty SFP module.

5.      Due to malfunctioning of OLT.

6.      Due to high temperatures.

Check Points:

1.      Check whether “Administrative State” status is In Service or Blocked.

2.      Inform LMO to check if they are receiving power from OLT at ONU by using power meter

3.      Inform LMO to check if there is any last mile fiber cut.

4.      Inform POP engineer to check Tx power from SFP module.

5.      Check Tx, Rx Powers and REI errors in that particular PON.

Actions to be performed:

1.      Check Administrative State status and it should be “In Service”.

2.      Inform LMO to clear fibre cut / Losses / Errors.

Tools Required by LMO for Issue Resolution

1.       Power Meter

2.       IP Solution

3.       Patch Cords

4.       Laptop with Data Card

5.       LAN Cable

6.       Toothpick

7.       Spare AV cable

8.       Spare HDMI cable