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8/8/2019 TCL ILL Troubleshooting Guide V1 1 1
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Troubleshooting Guide for ILL Customers
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Dear Customer,
Tata Communications is committed to service excellence. We continuously make every
effort possible to provide you, our customer, with superlative service.
We believe that giving you details on every aspect of service provision is a necessary
prerequisite towards achieving our service objective. It is also essential to equip you with
abundant information relating to self help processes and trouble shooting procedures.
This will go a long way in enabling you to enjoy uninterrupted services and have the
wherewithal to resolve issues where necessary.
This 'Troubleshooting Guide for ILL Customers'is one such document.
Our intention is to make the content both easy to understand and clear in outlining the
resolution steps.
We welcome your feedback both for the content as well as for inputs regarding any
resolution process outlined therein. You may write to us at
Thanking You
Sincerely,
Ram Mohan
Vice President - Service Assurance
Tata Communications Ltd.
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Troubleshooting Guide for ILL Customers
1. Link down
2. CRC errors
3. Packet drops
4. Link flapping
5. Slow browsing
6. Latency
7. Website not opening
8. Upload - download issue
9. Low throughput
10. Not able to send-receive email
Note
This 'Troubleshooting Guide for ILL Customers'is designed to facilitate your navigation to the
relevant section from the contents table itself.
In the corresponding section, you will see discrete steps and diagnostics prescribed. The
outcome is documented as separate scenarios and the issue resolution /self help guide
proceeds to outline steps in this manner till conclusion.
It assumes that you have correctly identified the surface issue and proceeded to concerned
section of the troubleshooting guide.
In order to facilitate faster resolution please note :
Customer is requested to check the power status on modem/router at affected site.
Customer is requested to provide the make / model of modem /router status and LED
indications on the respective equipments.
Confirmation of the physical connectivity between modem /converter and router.
Customer is requested to provide the access permission in case we need to depute field
en ineer.
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Troubleshooting steps at Customer end
Type Ethernet MMDS/ RF / Wi-Max Serial
1. Ping the default gateway / LAN Interface IP address on
router from a desktop in the LAN :
(i) If not able to get a reply, check the internal LAN.
(ii) If able to get reply : Ping the PE WAN IP address from
the CE router.
(iii) If there is no reply from the PE WAN IP then check the
interface status on router >>> Viz. Down/Down or
UP/Down. Follow process outlined below in given cases.
4. Down/Down
(Not connected) :
Check the WAN
cable connectivity
till Mux , if possible.
4. Down/Down
(Not connected) :
Check the WAN
cable connectivity
till IDU/POE,
if possible.
4. Down/Down :
Check the connectivity
( V.35 cable) between
modem & router.
Router
managed
by
Customer
5. UP/Down
( Error disabled):
Try to match the
duplex/speed settings
w.r.t CE end TCL MUX ;
Also try shut/No shut on
WAN interface on the
CE router.
5. UP/Down
(Error disabled):
Try to match the
duplex/speed settings
w.r.t TCL SS device:
Also try shut/n o shut
on WAN interface on the
CE router.
5. Admin Down :
Unshut the WAN
interface to make
it up.
Link down
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6. Still not able to
reach PE wan IP:
Connect the laptop
directly to the link
(bypass CE Router).
Assign CE WAN IP to
laptop & DEF gateway as
PE WAN IP & check
the ping to PE wan.
6. Still not able to
reach PE wan IP:
Connect the laptop
directly to the link
(bypass router).
Assign CE WAN IP to
laptop & DEF gateway
as PE WAN IP & check
the ping to PE wan.
6. UP/Down:
Convey this status to
us &we ll take it
forward
for any media testing.
7. Still no reply TCL will
take it forward.
7. Still no reply TCL will
take it forward parallely.
1. Ping to the DEFgateway / Router Ethernet IP address from desktop in the LAN :
If not able to get a reply, check the internal LANRouter
managed
by TCL
2. Able to get reply from CE router ethernet IP address but still no connectivity:TCL will check it further.
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Troubleshooting steps from Customer end
Type Ethernet MMDS/ RF / Wi-Max Serial
1. Make sure that there is no loose connection
to the WAN interface.
1. Check the V.35 cable
connectivity between
CE Router & Modem.
2. Telnet to CE router and keep the logs of WAN interface status, showing
CRC errors and reliability on WAN interface.
RoutermanagedbyCustomer
3. Provide these logs with the timestamps as and when requested by TCL.
Routermanagedby TCL
Out of scope for customer led diagnostics : TCL to resolve.
CRC - REL
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Type Troubleshooting steps from Customer end
1. This problem arises mainly due to last mile issues like high utilization, duplex
mismatch, port related issues etc.
2. Check the link utilization graph on MRTG: check if there is any over-utilization.
3. If the link is not overutilised: check speed/duplex setting if Ethernet port isused for WAN & also check for any loose connection in LAN.
4. For Serial Port, check if the reliability & CRC errors on it are decreasing& increasing respectively
5. Prepare logs of the extended source based forward trace from Customer endto particular IP if drops are for particular IP address.
6. Also prepare logs of reverse trace from destination end towards customerend (for Multihomed BGP customer)
Routermanagedby Customer
7. In case reverse path is not through TCL, make it through TCL & check again.
Routermanaged byTCL
As detailed above in the points 2, 5, 6 these are to be checked by customer.
Packet drops
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Type Troubleshooting steps from Customer end
1. This problem is mainly due to last mile issues like duplex
mismatch, port related issues etc.
2. For Serial Port, check if the reliability & CRC errors on it are decreasing
& increasing respectively
3. Check logs on CE router regarding speed/duplex if Ethernet port is used forWAN. Match the settings on CE router if they differ.
4. Check if Earthing is ok.
Routermanagedby Customer
5. Check on CE router whether the CPU utilization of the router is well withinthe prescribed limit.
Routermanaged byTCL
As detailed above in the points 2 to be checked by customer.
Link flapping
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Type Troubleshooting steps from Customer end
1. Check the link utilization graph on MRTG : check if any over-utilization:
If Yes, reduce the load.
Routermanaged
by Customer
2. Check on CE router whether CPU utilization of the router is well within
prescribed limit.
Routermanaged byTCL
As detailed above, Point no.1 to be checked by Customer.
Slow browsing
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Type Troubleshooting steps from Customer end
1. If the latency is for all destinations : Check the link utilization graph on MRTG :
check if any over-utilization : If Yes , reduce the load.
2. Also check on CE router whether the CPU utilization of the router is well within
prescribed limit(less than 80%).
3. If latency is to a particular IP: Prepare logs of the extended source based
forward trace to particular IP to which facing latency
4. Also Prepare logs of the reverse trace from destination end if drops are for
particular IP address (In case of multihomed BGP customer)
Routermanagedby Customer
5. In case the reverse is not through TCL, make it through TCL & check.
Routermanaged byTCL
As detailed above in the point No. 1, 3, 4, these are to be checked by customer.
Latency
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Type Troubleshooting steps from Customer End
1. Link is UP & If none of the sites are opening:
Check the reachability to DNS server: Share the Logs of source based Ping &
trace to DNS server with TCL.
2.If the issue is with particular IP/website:Check name resolution through DNS
with the help of Nslookup:(i) If DNS resolving the name successfully :
>> Trace the troubled IP/website with source being customer LAN & Share the
logs with TCL.
(ii) If DNS not resolving the name :
>> Share the Nslookup logs & TCL will take it forward with its internal team.
3. Telnet to that IP/website with particular port (80 , 443 etc) from PC & CE Router
: To Check for any block at the distant end.
4. If Ping/Trace/Nslookup/Telnet all okay to that IP/website:
Download software TCP optimizer" & install it on one of the PC. Set the MTU
setting as 1452 /1436 on that PC with the help of that software.
After restarting the PC, check for reachability to that website. If portal is
opening then keep that particular MTU setting on Router's LAN interface.
Routermanagedby Customer
5. In case there is still no reachablity, prepare laptop (TCP Optimizer software on
it) with IP address as CE WAN IP & default gateway as PE WAN IP& check the
reachability with different MTU setting on Laptop
Routermanaged byTCL
As detailed in the points. 2, 3, 4, 5, these are to be checked by the Customer.
Website not opening
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Type Troubleshooting Steps from Customer End
1. Check whether the link is Flapping or Not? >>>>For this refer Link
flapping section
2. Check for any Packet drops on the link? >>>>For this refer Packet
drops section
Routermanaged
by Customer
3. Also check for any latency on the link? >>>>For this refer
Latency section
Routermanaged byTCL
Refer all above points and their respective link
Upload Download
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Type Troubleshooting Steps from Customer End
1. Check whether the link is Flapping or Not? >>>>For this refer Link
Flapping section
2. Check for any Packet drops on the link? >>>>For this refer Packet
drops section
3. Also check for any latency on the link? >>>>For this refer
Latency section
Routermanaged byTCL
Refer all above points and their respective link
Low - Throughput
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Type Troubleshooting steps from Customer End
Routermanagedby Customer
1. Keep the bounce back email/error message log ready : Share it with TCL
Routermanaged byTCL
1. Keep the bounce back email/error message log ready : Share it with TCL
Not able to send receive mail
As we come to the end of this 'ILL trouble shooting guide', We thank you for your time
and attention. We hope you would have found the content helpful in recognizing and
trouble shooting at your end in case such a need arises.
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Thank You for Choosin
It is our pleasure to partner with you.
Tata Communications
Tata Communications is committed to customer serviceand continuous improvement.