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Calix Support Cloud: Advanced Troubleshooting
© 2018 Calix. All rights reserved.
This document contains Calix proprietary and confidential information.
Access to and use of this information is strictly limited by Calix. This
document and the information contained herein may not be used,
disclosed, or reproduced without the prior written authorization of Calix.
The information contained in this presentation is not a commitment,
promise, or legal obligation to deliver any material, code, or functionality.
The development, release, and timing of any features or functionality
described for our products remain at our sole discretion.
PROPRIETARY AND CONFIDENTIAL
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CSC Advanced Troubleshooting: Agenda
▪ Full Advanced Troubleshooting Tutorial
▪ Self-Help Resources
▪ Call Avoidance Reports
▪ RBAC – Turning SmartChecks On/Off
▪ Site Scan
▪ Historical Airtime Analysis
▪ Wi-Fi Tips & Tricks
▪ Client Devices SmartCheck
▪ Devices List
▪ Historical Traffic Reports
▪ Band Steering
▪ Power Levels
▪ Graphical User Interface (GUI)
▪ Questions & Answers
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CSC Advanced Troubleshooting: Self-Help Resources
Success at Your Fingertips
• Quick video or text resources throughout the tool
• Community Search – full library of video resources
Support Cloud Help
• Access to the latest technical documentation for CSC
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CSC Advanced Troubleshooting: Self-Help Resources
Calix Community
• Ensure you are logged in to view all resources and ‘Follow’ the Support Cloud Discussion topic
• From discussions, you can post New Feature Requests, ask questions, and communicate with your peers
• From Articles, you can view Success for All resources such as articles, training videos, and webinars
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CSC Advanced Troubleshooting: Self-Help Resources
Circles of Success
• Interactive peer conversations with other Calix customers to talk about solution adoption, best practices, and user tips
• Live, small group sessions are unscripted and consultative in nature
• Calix experts host the sessions, but it is up to you and other participants to drive the discussion
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CSC Advanced Troubleshooting: Call Avoidance Reports
Call Avoidance Reports
• Identify subscribers experiencing lower than normal signal strength and higher than normal interference
• Pro Tip: CSRs can proactively reach out to subscribers
• Reports can be customized to send to specific recipients, date ranges, and reporting requirements
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CSC Advanced Troubleshooting: Role Based Access Control
RBAC – Turning SmartChecks On/Off
• Org Admins can enable or disable SmartChecks to run automatically
• Pro Tip: For Tier 2 users and above, turn SmartChecks off to drive efficiencies
• Context: TR-069 enabled devices can only do one major operation at a time
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CSC Advanced Troubleshooting: Site Scan
Site Scan
• View the SSID’s operating in the coverage area for a specific subscriber
• Devices such as wireless printers, multiple Roku’s, and other devices can cast their own battling SSID’s
• View overall congestion on the 2.4 GHz or 5.0 GHz radio
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CSC Advanced Troubleshooting: Wi-Fi Tips & Tricks
▪ Wi-Fi Tips & Tricks
• The 2.4 GHz radio has more coverage and is slower
• The 5.0 GHz radio has less coverage and is faster
• For about every 1 device operating on the 5.0 GHz radio, there are 2 devices operating on the 2.4 GHz radio
• There are more channels available on the 5.0 GHz radio than on the 2.4 GHz radio
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CSC Advanced Troubleshooting: Historical Airtime Analysis
▪ Wi-Fi 7-Day Historical Airtime Analysis
• This chart shows you free, used, and interference in airtime for a specific subscriber
• Look for patterns in interference, then contextualize the patterns with the subscriber
• For example: There was a spike in interference between 9am & 9pm everyday for one subscriber. After asking the subscriber what they did during that time, it was determined that she was turning her baby monitor on, and it was causing the issue
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CSC Advanced Troubleshooting: Historical Airtime Analysis
▪ Historical Airtime Analysis in Troubleshooting
• While the Wi-Fi SmartCheck only shows you a 7-day historical airtime analysis, you can pull this data up to 90 days in the past, as well as customize the data
• To navigate to the customized airtime analysis chart, select a subscriber record > select troubleshooting > hover over the desired device > select Wireless > select the desired radio frequency > select Historical > customize your report > select Load Report
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CSC Advanced Troubleshooting: Client Devices SmartCheck
▪ Legacy Devices Check
• A legacy device is any device operating in 802.11A, 802.11B, or 802.11G mode. A legacy device will only flag in the legacy devices check if it is causing 60% or higher usage and/or interference
• To learn more about what to do if you identify a legacy device(s) in the network, review the feet icon on the Client Devices SmartCheck or review this video: Use Case: Client Devices and SmartCheck
▪ Limitations of the Client Devices SmartCheck
• For a client device to show up in the Client Devices SmartCheck, it needs to be on, in the coverage area, and connected to Wi-Fi. In many instances, subscribers call in after the trouble, and the device(s) that is causing the issue may not show up in the Client Devices SmartCheck
• To see a full list of devices that are both online or offline, you need to access the devices list
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CSC Advanced Troubleshooting: Devices List
• The devices list shows you the full list of every device that has connected to the Wireless Access Point (WAP). It includes devices that are offline as well as physically ported
• The only time this list refreshes is when the WAP is rebooted or factory reset
• To navigate to the devices list select the desired subscriber record > select Troubleshooting > select Lan > select Devices
▪ Devices List
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CSC Advanced Troubleshooting: Historical Traffic Reports
▪ Historical Traffic Reports
• If the device(s) that is causing the trouble is not on, then to identify the offending device(s) you need to cross-reference the Devices list found in Troubleshooting with a historical applications traffic report
• In this example, we would know that the potential offending device(s) is likely an Apple product
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CSC Advanced Troubleshooting: Band Steering
▪ Band Steering
• Band steering is when a client device hops from the 2.4 GHz radio to the 5.0 GHz radio or vice-a-versa to improve the quality of the device’s experience
To enable band steering on any GigaFamily WAP, make
the SSID for the 2.4GHz and 5.0 GHz radio the same. You
can set this up this in Configuration > SSID Manager
To disable band steering on any GigaFamily WAP, make
the SSID for the 2.4GHz and 5.0 GHz radio different. You
can set this up in Configuration > SSID Manager
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CSC Advanced Troubleshooting: Power Levels
▪ Power Levels
• You can set power levels on the ONT anywhere from 10% - 100% in 10% increments. Power levels can be set individually in Configuration under the 2.4 GHz radio or 5.0 GHz radio tab
• You can also set up a workflow to default all your ONTs to set at a specific power level
• Read this article from METIS to learn more about Power Levels: 8 reasons to turn down the transmit power of your Wi-Fi
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CSC Advanced Troubleshooting: Graphical User Interface (GUI)
▪ Graphical User Interface (GUI)
• If the password was not set in Support Cloud through Configuration > SSID Manager, then you will see this notification:
• If it is imperative for you to know what the original password is, you can go to System Tools > Connect to Device > Connect, to connect to the Graphical User Interface (GUI) of the ONT
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CSC Advanced Troubleshooting: Graphical User Interface (GUI)
▪ Graphical User Interface (GUI)
• Next, select Security for the network you would like to view (2.4G Network vs. 5.0G Network) and both the Default and Custom Security Key will appear
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CSC Advanced Troubleshooting: Questions & Answers
▪ Please feel free to provide any feedback to the Discussions section of the Calix Community in the Support Cloud topic
You can provide feedback directly to
the Customer Success team by e-
mailing
