Troubleshooting(V900R007C02 02)

HUAWEI GGSN9811 Gateway GPRS Support NodeV900R007C02

Troubleshooting

Issue 02Date 2009-06-30

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Huawei Technologies Co., Ltd. provides customers with comprehensive technical support and service. For anyassistance, please contact our local office or company headquarters. Huawei Technologies Co., Ltd.Address: Huawei Industrial Base

Bantian, LonggangShenzhen 518129People's Republic of China

Website: http://www.huawei.comEmail: [email protected] Copyright Huawei Technologies Co., Ltd. 2009. All rights reserved.No part of this document may be reproduced or transmitted in any form or by any means without prior writtenconsent of Huawei Technologies Co., Ltd. Trademarks and Permissions

and other Huawei trademarks are the property of Huawei Technologies Co., Ltd.All other trademarks and trade names mentioned in this document are the property of their respective holders. NoticeThe information in this document is subject to change without notice. Every effort has been made in thepreparation of this document to ensure accuracy of the contents, but the statements, information, andrecommendations in this document do not constitute a warranty of any kind, express or implied.

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Contents

About This Document.....................................................................................................................11 Troubleshooting Process and Methods.................................................................................1-1

1.1 Using This Document......................................................................................................................................1-21.2 Basic Requirements for Maintenance Staff.....................................................................................................1-2

1.2.1 General Technical Knowledge...............................................................................................................1-31.2.2 Knowledge on the GGSN9811 and Networking....................................................................................1-31.2.3 Introduction to Device Operations.........................................................................................................1-31.2.4 Knowledge on Instruments and Meters..................................................................................................1-3

1.3 Troubleshooting Process.................................................................................................................................1-41.3.1 Collecting Information...........................................................................................................................1-51.3.2 Identifying a Fault..................................................................................................................................1-61.3.3 Locating a Fault......................................................................................................................................1-71.3.4 Clearing a Fault......................................................................................................................................1-71.3.5 Documenting the Troubleshooting Process............................................................................................1-7

1.4 Troubleshooting Guideline..............................................................................................................................1-81.5 Troubleshooting Methods.............................................................................................................................1-10

1.5.1 Primary Information Analysis..............................................................................................................1-101.5.2 Data Configuration Analysis................................................................................................................1-111.5.3 Alarm Information Analysis.................................................................................................................1-111.5.4 Indicator Status Analysis......................................................................................................................1-121.5.5 Instrument and Protocol Analysis Software Assistance.......................................................................1-121.5.6 Message Tracing..................................................................................................................................1-131.5.7 Comparison and Interchange................................................................................................................1-131.5.8 Switchover and Reset...........................................................................................................................1-141.5.9 Log Query............................................................................................................................................1-14

1.6 Huawei Technical Support............................................................................................................................1-151.6.1 Technical Support System....................................................................................................................1-151.6.2 Huawei Contact Information................................................................................................................1-151.6.3 Customer Complaint Processing Flow.................................................................................................1-151.6.4 Preparation for Obtaining Huawei Technical Assistance.....................................................................1-16

2 Troubleshooting Hardware Faults..........................................................................................2-12.1 Overview.........................................................................................................................................................2-2

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2.2 Common Tools and Indicators........................................................................................................................2-22.3 Hardware Fault Location.................................................................................................................................2-5

2.3.1 Locating a Power Supply Fault..............................................................................................................2-62.3.2 Locating a Fan Fault...............................................................................................................................2-72.3.3 Locating an SRU Fault...........................................................................................................................2-72.3.4 Locating an SPU Fault...........................................................................................................................2-82.3.5 Locating an LPU Fault...........................................................................................................................2-82.3.6 Locating a PDB Monitoring Channel Fault...........................................................................................2-92.3.7 Locating a Network Cable Fault............................................................................................................2-92.3.8 Locating an Optical Fiber Fault.............................................................................................................2-9

3 Troubleshooting Loading and Upgrade Faults....................................................................3-13.1 Overview.........................................................................................................................................................3-2

3.1.1 Introduction to Software Loading and Upgrade.....................................................................................3-23.1.2 Loading Fault Analysis..........................................................................................................................3-23.1.3 Patch Fault Analysis...............................................................................................................................3-3

3.2 Common Commands and Tools......................................................................................................................3-33.3 Cases................................................................................................................................................................3-3

3.3.1 Partial Patches Activated After Loading................................................................................................3-43.3.2 Patching Succeeded but No Patch Found After Board Restarting.........................................................3-4

4 Troubleshooting Operation and Maintenance Faults.........................................................4-14.1 Overview.........................................................................................................................................................4-2

4.1.1 Introduction to the LMT.........................................................................................................................4-24.1.2 Introduction to Operation and Maintenance Faults................................................................................4-2

4.2 Cases................................................................................................................................................................4-24.2.1 LMT Version Not Matching the Host Software Version.......................................................................4-34.2.2 Failure to Log in to the LMT Due to the Incorrect Password................................................................4-44.2.3 Unavailability of the Account Item in the Authority Menu.................................................................4-84.2.4 Unavailability of the Password Policy Setting Item in the Authority Menu......................................4-94.2.5 Failure to Log in to the GGSN Through Telnet...................................................................................4-104.2.6 No Authority to Run Certain Commands.............................................................................................4-114.2.7 Failure to Manually Switch Over the SPUs.........................................................................................4-124.2.8 Failure to Create a Tracing Task (1)....................................................................................................4-12

5 Troubleshooting Signaling Faults..........................................................................................5-15.1 Overview.........................................................................................................................................................5-2

5.1.1 Introduction to Related Protocols...........................................................................................................5-25.1.2 Introduction to Signaling Faults.............................................................................................................5-25.1.3 Troubleshooting Methods......................................................................................................................5-3


5.3.1 MS Access Failure Due to No Gnif Interface Configured.....................................................................5-55.3.2 MS Access Failure Due to Incorrect APN Configuration......................................................................5-6

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5.3.3 MS Access Failure Due to No Giif Interface Configured......................................................................5-95.3.4 MS Access Failure Due to No Client Specified on the AAA Authentication Server..........................5-135.3.5 MS Access Succeeded but Dropped Quickly Due to Communication Failure of the AAA AccountingServer............................................................................................................................................................5-155.3.6 MS Deactivated Due to Idle Timeout Configured on the Authentication Server................................5-17

6 Troubleshooting Data Service Faults.....................................................................................6-16.1 Overview.........................................................................................................................................................6-2

6.1.1 Data Forwarding Process.......................................................................................................................6-26.1.2 Introduction to Data Service Faults........................................................................................................6-26.1.3 Troubleshooting Methods......................................................................................................................6-2


6.3.1 No Downlink Data Received Due to No Logical Interface Configured................................................6-46.3.2 No Downlink Data Received Due to No Downlink Route to the MS....................................................6-56.3.3 MS Access Failure Due to No Default Route Configured.....................................................................6-66.3.4 MS Access Failure Due to No DNS Configured....................................................................................6-76.3.5 MS Access Failure Due to No NAT Configured from the Private Network Address to the Public NetworkAddress............................................................................................................................................................6-86.3.6 MS Access Failure Due to Repeated MS Addresses..............................................................................6-96.3.7 Intermittent Downlink Data Packet Loss on the Gn Interface.............................................................6-10

7 Troubleshooting Charging Faults...........................................................................................7-17.1 Overview.........................................................................................................................................................7-2

7.1.1 Introduction to Charging-related Protocols............................................................................................7-27.1.2 Introduction to Charging Faults.............................................................................................................7-27.1.3 Troubleshooting Methods......................................................................................................................7-2

7.2 Common Commands and Tools......................................................................................................................7-27.2.1 Common Commands..............................................................................................................................7-37.2.2 Common Tools.......................................................................................................................................7-3

7.3 Cases................................................................................................................................................................7-37.3.1 "CG redirection failed" Alarm Generated on the GGSN9811...............................................................7-3

8 Fault Information Report..........................................................................................................8-1

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Figures

Figure 1-1 General process of troubleshooting....................................................................................................1-4Figure 1-2 Troubleshooting guideline..................................................................................................................1-9Figure 4-1 LMT version not matching the host software version........................................................................4-4Figure 4-2 Incorrect login password....................................................................................................................4-5Figure 4-3 Logging in to the LMT as admin........................................................................................................4-5Figure 4-4 Enabling the modification of the operator account.............................................................................4-6Figure 4-5 Choosing the operator account to be modified...................................................................................4-6Figure 4-6 Changing the password of bjop..........................................................................................................4-7Figure 4-7 Changing the password successfully..................................................................................................4-7Figure 4-8 Unavailability of the Account Item in the Authority Menu.............................................................4-8Figure 4-9 The language of NE differs from LMT..............................................................................................4-8Figure 4-10 Unavailability of the Password Policy Setting Item in the Authority Menu.................................4-9Figure 4-11 The language of NE differs from the LMT....................................................................................4-10Figure 4-12 Creating a tracing task....................................................................................................................4-12Figure 4-13 Message indicating the failure to create a tracing task...................................................................4-13Figure 5-1 Tracing functions................................................................................................................................5-4Figure 5-2 Viewing the Gn/Gp interface tracing messages..................................................................................5-7Figure 5-3 Viewing the Create PDP Context Response message........................................................................5-7Figure 5-4 Viewing the Create PDP Context Request message...........................................................................5-8Figure 5-5 Viewing the Gn/Gp interface tracing messages................................................................................5-10Figure 5-6 Viewing the Create PDP Context Response message......................................................................5-11Figure 5-7 GGSN9811 alarm information.........................................................................................................5-14Figure 5-8 Viewing the tracing message over the Gi interface..........................................................................5-14Figure 5-9 GGSN9811 alarm information.........................................................................................................5-16Figure 5-10 Viewing the tracing message over the Gi interface........................................................................5-16Figure 5-11 Viewing the Access Response message.........................................................................................5-19

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Tables

Table 2-1 PDB indicators.....................................................................................................................................2-2Table 2-2 Power supply indicators.......................................................................................................................2-3Table 2-3 Fan indicators.......................................................................................................................................2-3Table 2-4 Buttons and indicators on the panel of the SRU..................................................................................2-4Table 2-5 Buttons and indicators on the panel of the SPU...................................................................................2-4Table 2-6 Buttons and indicators on the panel of the LPU..................................................................................2-5Table 2-7 Buttons and indicators on the panel of the SFU...................................................................................2-5Table 8-1 Fault information report.......................................................................................................................8-1

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About This Document

PurposeThis document describes the common faults and the procedure for troubleshooting these faults,and also provides cases about the typical faults in the GGSN9811.

Related VersionsThe following table lists the product version related to this document.

Product Name VersionGGSN9811 V900R007C02

Intended AudienceThis document is intended for field maintenance engineers.

Update HistoryUpdates between document versions are cumulative. Therefore, the latest document versioncontains all updates made to previous issues.Updates in 02 (2009-06-30)The second commercial release has the following updates:The mistakes are corrected.Updates in Issue 01 (2009-05-26)Initial commercial release.

Organization1 Troubleshooting Process and MethodsThis describes the common procedure and different methods of troubleshooting. It also providesinformation on how to use this document and obtain technical assistance from Huawei.2 Troubleshooting Hardware FaultsThis describes the common commands and tools used to locate and clear hardware faults andhow to locate hardware faults.

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3 Troubleshooting Loading and Upgrade FaultsThis describes the common commands and tools used to troubleshoot loading and upgrade faults.It also provides common cases of loading and upgrade faults and their troubleshooting methods.4 Troubleshooting Operation and Maintenance FaultsThis describes the common cases related to operation and maintenance faults and theirtroubleshooting methods.5 Troubleshooting Signaling FaultsThis describes the common commands and tools used to troubleshoot signaling faults. It alsoprovides common cases of signaling faults and their troubleshooting methods.6 Troubleshooting Data Service FaultsThis describes the common commands and tools used to troubleshoot data service faults. It alsoprovides common cases of data service faults and their troubleshooting methods.7 Troubleshooting Charging FaultsThis describes the common commands and tools used to troubleshoot charging faults. It alsoprovides common cases of charging faults and their troubleshooting methods.8 Fault Information ReportThis lists the fault information that needs to be provided by users.

ConventionsSymbol ConventionsThe symbols that may be found in this document are defined as follows.

Symbol DescriptionIndicates a hazard with a high level of risk, which if notavoided,will result in death or serious injury.

Indicates a hazard with a medium or low level of risk, whichif not avoided, could result in minor or moderate injury.

Indicates a potentially hazardous situation, which if notavoided,could result in equipment damage, data loss,performance degradation, or unexpected results.Indicates a tip that may help you solve a problem or savetime.Provides additional information to emphasize or supplementimportant points of the main text.

General ConventionsThe general conventions that may be found in this document are defined as follows.

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Convention DescriptionTimes New Roman Normal paragraphs are in Times New Roman.Boldface Names of files, directories, folders, and users are in

boldface. For example, log in as user root.Italic Book titles are in italics.Courier New Examples of information displayed on the screen are in

Courier New.

Command ConventionsThe command conventions that may be found in this document are defined as follows.

Convention DescriptionBoldface The keywords of a command line are in boldface.Italic Command arguments are in italics.[ ] Items (keywords or arguments) in brackets [ ] are optional.{ x | y | ... } Optional items are grouped in braces and separated by

vertical bars. One item is selected.[ x | y | ... ] Optional items are grouped in brackets and separated by

vertical bars. One item is selected or no item is selected.{ x | y | ... }* Optional items are grouped in braces and separated by

vertical bars. A minimum of one item or a maximum of allitems can be selected.

[ x | y | ... ]* Optional items are grouped in brackets and separated byvertical bars. Several items or no item can be selected.

GUI ConventionsThe GUI conventions that may be found in this document are defined as follows.

Convention DescriptionBoldface Buttons, menus, parameters, tabs, window, and dialog titles

are in boldface. For example, click OK.> Multi-level menus are in boldface and separated by the ">"

signs. For example, choose File > Create > Folder .

Keyboard Operations

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The keyboard operations that may be found in this document are defined as follows.

Format DescriptionKey Press the key. For example, press Enter and press Tab.Key 1+Key 2 Press the keys concurrently. For example, pressing Ctrl+Alt

+A means the three keys should be pressed concurrently.Key 1, Key 2 Press the keys in turn. For example, pressing Alt, A means

the two keys should be pressed in turn.

Mouse OperationsThe mouse operations that may be found in this document are defined as follows.

Action DescriptionClick Select and release the primary mouse button without moving

the pointer.Double-click Press the primary mouse button twice continuously and

quickly without moving the pointer.Drag Press and hold the primary mouse button and move the

pointer to a certain position.

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1 Troubleshooting Process and MethodsAbout This Chapter

This describes the common procedure and different methods of troubleshooting. It also providesinformation on how to use this document and obtain technical assistance from Huawei.

1.1 Using This DocumentThis describes the application scope and usage of this document.1.2 Basic Requirements for Maintenance StaffThis lists the basic requirements for the maintenance staff. The maintenance staff using thisdocument must be familiar with the GGSN9811 and should have basic technical skills, thoughthis document does not provide details.1.3 Troubleshooting ProcessThis describes the general process of troubleshooting.1.4 Troubleshooting GuidelineThis describes the guideline for troubleshooting.1.5 Troubleshooting MethodsThis describes the common methods of troubleshooting.1.6 Huawei Technical SupportThis describes the technical support system of Huawei.

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1.1 Using This DocumentThis describes the application scope and usage of this document.

Application ScopeTroubleshooting enables you to locate and clear the following faults:l Faults that cannot be cleared through the alarm clear function or alarm clear suggestions,

such as service faultsl Faults that cannot be located or cleared based on alarm messages

Usage DescriptionBased on the position and features of the GGSN9811 in networks, faults can be classified intocertain types based on common symptoms or mainly based on functional units. GGSN9811troubleshooting involves the following:l 2 Troubleshooting Hardware Faultsl 3 Troubleshooting Loading and Upgrade Faultsl 4 Troubleshooting Operation and Maintenance Faultsl 5 Troubleshooting Signaling Faultsl 6 Troubleshooting Data Service Faultsl 7 Troubleshooting Charging FaultsA fault can be of one or several of the preceding fault types.This document describes how to locate and clear the preceding types of faults. If a fault occurs,determine the fault type based on the symptom and then refer to the related part for details onhow to locate and troubleshoot the fault.

1.2 Basic Requirements for Maintenance StaffThis lists the basic requirements for the maintenance staff. The maintenance staff using thisdocument must be familiar with the GGSN9811 and should have basic technical skills, thoughthis document does not provide details.

1.2.1 General Technical KnowledgeThis lists the topics on which the maintenance staff must have technical knowledge.1.2.2 Knowledge on the GGSN9811 and NetworkingThis lists the topics on which the maintenance staff must have technical knowledge. These topicsare related to the GGSN9811 and networking.1.2.3 Introduction to Device OperationsThis provides an overview of device operations.1.2.4 Knowledge on Instruments and MetersThis lists the instruments and tools about which the maintenance staff must have technicalknowledge.

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1.2.1 General Technical KnowledgeThis lists the topics on which the maintenance staff must have technical knowledge.The maintenance staff must have a good understanding of:l Mobile communication principles and UMTSl Ethernet, TCP/IP, and client/serverl Functional structure, call flows, and service flows of main network elements in a mobile

communication networkl Relevant 3GPP protocols and technical specificationsl Routine operations of telecommunication devices and basic operations of computers

1.2.2 Knowledge on the GGSN9811 and NetworkingThis lists the topics on which the maintenance staff must have technical knowledge. These topicsare related to the GGSN9811 and networking.The maintenance staff must have a good understanding of:l Hardware architecture and performance parameters of the GGSN9811l Functions and roles of each module of the GGSN9811l Networking relation between the GGSN9811 and peripheralsl Data configuration of the GGSN9811 and data configuration related to peripheralsl Routine operation and maintenance methods for the GGSN9811

1.2.3 Introduction to Device OperationsThis provides an overview of device operations.To troubleshoot faults quickly and avoid maloperation, all the maintenance staff must be trainedand be proficient in the operation procedure for the GGSN9811. It is recommended that criticalfaults are handled by the maintenance staff, who are certified as training-level engineers orhigher, of Huawei Technologies Co., Ltd. (hereinafter referred to as Huawei). In addition, themaintenance staff must be familiar with the following:l Operations that may result in partial or total service interruptionl Operations that may damage the devicel Operations that may affect the charging functionl Operations that may lead to customer complaintsl Available emergency or backup measures

1.2.4 Knowledge on Instruments and MetersThis lists the instruments and tools about which the maintenance staff must have technicalknowledge.Instruments and meters can help to quickly locate and clear faults by providing direct andquantitative data. The maintenance staff must be familiar with the following:l Multimeter



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l Ethereal

1.3 Troubleshooting ProcessThis describes the general process of troubleshooting.The purpose of troubleshooting is to clear faults quickly. If the faults cannot be cleared, collectall relevant on-site information. During troubleshooting, all the possible causes of a fault arechecked to locate the fault.Figure 1-1 shows the general process of troubleshooting.

Figure 1-1 General process of troubleshooting


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NOTE

This troubleshooting process is a recommended basic model. The maintenance staff can also performtroubleshooting through other methods based on their own experience. The process can change; however,the paradigm of troubleshooting remains the same.As shown in Figure 1-1, troubleshooting comprises the following phases: observing a fault, collectinginformation, listing possible causes, locating the fault, clearing the fault, and summing up the experience/relocating the fault. Sometimes, a fault cannot be located or cleared in time. Therefore, you must collectthe related on-site information before clearing the fault in a nonconventional way.

1.3.1 Collecting InformationThis lists the information to be collected and describes the necessity of collecting the information.1.3.2 Identifying a FaultThis describes how to identify a fault.1.3.3 Locating a FaultThis describes how to locate a fault.1.3.4 Clearing a FaultThis describes how to clear a fault.1.3.5 Documenting the Troubleshooting ProcessThis describes how to sum up the experience of troubleshooting and document the process.

1.3.1 Collecting InformationThis lists the information to be collected and describes the necessity of collecting the information.Collect primary information. It helps to locate faults.

Information to Be CollectedThe following information must be collected:l Fault symptoml Fault occurrence time and frequencyl Operations performed when or before the fault occursl Message tracing when the fault occursl Related output information when the fault occursl Alarms when the fault occursl Logs when the fault occursl Operations performed after the fault occurs

Source of InformationFaults are often detected from the fault information that may be obtained from:l Complaints from users or the customer service centerl Notices from neighboring officesl Alarms reported by the alarm systeml Information collected through various tools, such as the network management system and

the protocol analyzer



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l Information collected through device operations such as querying the device status,querying logs, and tracing messages

l Abnormality detected in routine or preventive maintenanceAmong the sources of fault information, the first five are most common.

NecessityCollecting the relevant information is very important when faults occur, because of the followingreasons:l Fault location becomes more difficult due to network expansion and complex networking

environments. Therefore, efficient collection of fault information is the key for quicklylocating and clearing faults.

l In most cases, fault information obtained by telephone does not help in identifying faultcauses.

l Simple primary information cannot meet the requirements of fault analysis. Therefore,collection of the related primary information is required for quickly locating and clearingfaults.

UniquenessFrom the aspect of statistics, it is almost impossible that a fault is caused by several factors atthe same time. That is, at a specific time point only one factor causes a fault. Therefore, a faultcan be quickly located by using this exclusive method.In the early phase of troubleshooting, collect primary information. This can help the maintenancestaff eliminate certain possible causes and quickly and accurately identify the correct fault cause.Thus, information collection helps in quick troubleshooting, reduces the risk of maloperation,and is important in improving user satisfaction.

Maintenance SuggestionsThe following provides the maintenance staff with some tips:l Gather information when a fault occurs. When a fault, especially a severe fault occurs, learn

about it carefully, and then take the next steps, rather than handle it in haste.l Study the related information, especially the system principles and the signaling related

information, to identify fault causes.l Ask questions from various aspects when receiving a complaint by phone.l Ensure that you have good communication with the maintenance staff of other offices or

departments such as the data room.

1.3.2 Identifying a FaultThis describes how to identify a fault.After fault information is gathered, you must identify the fault.

Determining the Fault ScopeThe fault scope refers to where the fault has occurred.For example, it can be in the functional module of the GGSN9811 due to the module design.


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Determining the Fault TypeWhen you analyze and categorize a fault, it is recommended that you take into consideration theservice flows and functional modules of the GGSN9811. For details, see the relevant contentsin this document.For common troubleshooting methods, see 1.4 Troubleshooting Guideline and 1.5Troubleshooting Methods.

1.3.3 Locating a FaultThis describes how to locate a fault.A fault occurs in a unique way at a specific time point. This determines the basic ways for locatingthe fault.During fault location, all possible causes of a fault are analyzed. The relevant causes are thenanalyzed to identify the actual cause of the fault.Locating faults efficiently helps to troubleshoot faults on time, and avoids accidents caused bymaloperation on the system.Troubleshooting measures can be concluded based on fault location results.

1.3.4 Clearing a FaultThis describes how to clear a fault.After determining the fault cause, you can perform troubleshooting.To resume the normal system operation, relevant measures must be taken to clear faults. Themeasures include checking lines, replacing boards, modifying data configuration, performingsystem switchover, and resetting boards.For the operations or suggestions, see the related guide of the GGSN9811, such as theGGSN9811 online help and routine maintenance manual.

1.3.5 Documenting the Troubleshooting ProcessThis describes how to sum up the experience of troubleshooting and document the process.After clearing a fault, the troubleshooting process must be documented. The documentingprocess is necessary because of the following reasons:l The experience of troubleshooting the fault is documented to serve as a key troubleshooting

reference for similar faults.l The modification of network parameters is recorded and used for reference of future fault

information collection.The following should be documented:l Fault symptom and collected informationl Network topologyl List of devices and media applied in the networkl List of protocols and applications adopted in the networkl Possible fault causes



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l Solution and implementation result for each causel Experience obtained from the troubleshooting processl Other information, such as references used in the troubleshooting process

1.4 Troubleshooting GuidelineThis describes the guideline for troubleshooting.Figure 1-2 shows the troubleshooting guideline for the GGSN9811.


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Figure 1-2 Troubleshooting guideline

1. When a fault occurs, especially when a service fault is reported by the user, all primary

information about the fault needs to be collected. For example, if the user is unable to accessthe network, you need to learn about whether the user cannot access the network or cannotbrowse the web page and identify the possible causes such as fault occurrence time, userterminal settings, and user operations.

2. When an alarm, especially a fault alarm, is reported for a fault, analyze the alarm. Then,you can judge the fault type based on the primary information and the analysis result.



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3. If you identify that the fault is a service fault, such as a fault on the hardware, loading orupgrade, operation and maintenance, signaling protocol, data service, or charging, you canlocate the fault by referring to the relevant parts in this document and using multiplemethods such as log query, test or loopback, and comparison or interchange.

4. If the fault persists, contact the customer service center of Huawei. For ways of contactingHuawei, see 1.6 Huawei Technical Support.

1.5 Troubleshooting MethodsThis describes the common methods of troubleshooting.

1.5.1 Primary Information AnalysisThis describes how to analyze the primary information for troubleshooting.1.5.2 Data Configuration AnalysisThis describes how to analyze data configuration.1.5.3 Alarm Information AnalysisThis describes how to analyze alarm information.1.5.4 Indicator Status AnalysisThis describes how to analyze the indicator status.1.5.5 Instrument and Protocol Analysis Software AssistanceThis describes how to use meters and protocol analysis software to analyze faults.1.5.6 Message TracingThis describes how to trace messages.1.5.7 Comparison and InterchangeThis describes how to use the comparison and interchange methods.1.5.8 Switchover and ResetThis describes how to perform switchover and reset.1.5.9 Log QueryThis describes how to query logs.

1.5.1 Primary Information AnalysisThis describes how to analyze the primary information for troubleshooting.The primary information for troubleshooting is as follows: fault complaints from users, faultnotifications from other offices, fault information resulted from the abnormalities generatedduring the maintenance, and other information collected by maintenance staff through variouschannels at the initial stage of faults.Primary information analysis is important for determining and analyzing faults. Primaryinformation analysis can be used to determine the fault scope and type, which is helpful for faultlocation at the initial stage of fault processing. The experienced maintenance staff can locatefaults directly with primary information analysis.Primary information analysis not only helps to process user faults, but also other faults, especiallyinterworking faults. In this case, due to the interconnection with the peer device, the collectionof primary information is important. Such information includes running status of thetransmission system and data modifications on the peer device.


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It is very important for the maintenance staff to collect and analyze the primary information.

1.5.2 Data Configuration AnalysisThis describes how to analyze data configuration.Many faults are caused by incorrect data configuration, especially during the initial deploymentof offices and service expansion. In addition, increased service demands also increase thepossibility of incorrect data configuration.If a fault occurs, check the related data configuration by running the query commands accordingto the fault symptom. Check whether the fault is cleared by changing the data.Generally, data configuration errors can be classified into the following types:l Internal data configuration errors that cause abnormal running of the GGSN9811.l Peripheral data configuration errors that cause communication faults between the

GGSN9811 and the peripherals. For example, if the shared keys on the GGSN9811 and theAAA server are not the same, user authentication fails.

Therefore, when the data configuration is analyzed, both the data configured on the GGSN9811and that configured on the peripherals must be checked.

CAUTIONChanging the data configuration may cause service interruption. Before changing the dataconfiguration, you must get the requisite approval or make sure that the change does not affectservices.

1.5.3 Alarm Information AnalysisThis describes how to analyze alarm information.Alarm information refers to the information generated by the GGSN9811 alarm system. Thesealarms are indicated in the form of sound, light, and screen output. The alarm information fromthe local maintenance terminal (LMT) contains the details, such as possible causes and clearancesuggestions, on faults or abnormalities. The information also covers various aspects of theGGSN9811 such as the hardware, signaling, charging, and central processing unit (CPU) load.The alarm information helps in locating and analyzing a fault.As a major fault analysis method, comprehensive alarm information can be used to determinethe cause of a fault.The GGSN9811 alarm system has high precision for locating faults, especially faults related tospecific boards.If an alarm occurs, double-click the alarm, and then click Help to display the details of the alarm.For details on how to locate and clear faults, refer to the alarm handling methods of theGGSN9811.If multiple alarms occur, clear the alarms according to the severity level. That is, clear the faultalarms with high severity levels first, and then the event alarms.



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The following example shows how to analyze and troubleshoot faults by using the alarminformation.The GGSN9811 alarm system displays the following information: Serial No. = 78 Alarm Name = Physical line DownAlarm Severity = Critical Raised Time = 2008-02-02 00:02:21 Clear Time = 2008-02-02 00:59:38 Location Info = interface=Ethernet8/0/0 Alarm ID = 550 Module ID = Event Type = Running Alarm Type = Fault --> Cleared Ne Name = GGSN-HUAWEI Cleared Type = Normally Cleared

The troubleshooting procedure is as follows:1. Based on the alarm information, you can conclude that port 0 in slot 8 has failed. Possible

causes of the alarm are failure of the port, failure of the network cable connected to theport, and failure of the peer device.

2. By locating and eliminating unlikely causes, you can conclude that the cause is the networkcable failure.

3. You can replace the network cable to clear the fault.NOTE

Detailed alarm information is helpful in locating and clearing faults. If a fault occurs, you need first toquery the alarm.

1.5.4 Indicator Status AnalysisThis describes how to analyze the indicator status.Each board in the GGSN9811 is equipped with its corresponding running and status indicators.Certain boards provide function or attribute indicators. These indicators can indicate not onlythe running status of boards, but also the running status of relevant circuits, optical paths, andactive and standby devices, which are important for fault analysis and location.The information derived from the indicators alone is not sufficient. To facilitate furtherprocessing, analyze the indicator status with the alarm information to identify the approximateposition or possible causes.For details about the indicators on the boards of the GGSN9811, see 2 TroubleshootingHardware Faults.

NOTE

More knowledge of board indicators helps to locate faults more quickly.

1.5.5 Instrument and Protocol Analysis Software AssistanceThis describes how to use meters and protocol analysis software to analyze faults.Using instruments and meters is a common technical method used to analyze and locate faultsin the GGSN9811. The measurable and specific data obtained in the analysis directly indicatesthe nature of faults and it can be widely applied in signaling analysis and error detection.


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The commonly used meters include multimeters and network cable testers. The commonprotocol analysis software is Ethereal. For details on how to use the meters and the protocolanalysis software, see the related instructions.The following example shows how to analyze and troubleshoot faults by using meters andprotocol analysis software.Fault symptom: The multimedia messaging service (MMS) fails during the commissioning inoffice establishment.The typical troubleshooting procedure is as follows:1. Send an MMS through a mobile station (MS). You find that the user context is activated

on the GGSN9811, but the MMS fails to be sent.2. Capture packets on the Gi interface of the GGSN through the Ethereal. Based on the

captured packets, you find that the MS sends an uplink packet to the MMS center (MMSC)but the MMSC does not return a downlink packet to the MS.

3. Check the configuration of the MMSC. You find that the route to the IP address of the MSis not configured.

4. Configure the route. The MMS is now sent successfully.

1.5.6 Message TracingThis describes how to trace messages.Message tracing is used to analyze the causes of user access failure and interworking failure.The causes of call failures can be obtained from the tracing results for subsequent analysis.The GGSN9811 provides effective message tracing methods that include interface tracing anduser tracing. For more details, see the operation and maintenance system and the online help ofthe GGSN9811.The following example shows how to analyze and troubleshoot faults by using the messagetracing function.Fault symptom: Some users cannot access the network.The typical troubleshooting procedure is as follows:1. Enable the Gn/Gp interface tracing on the GGSN9811. You find that some users are unable

to access the network.2. Analyze the related messages. In the Create PDP Context Response message, you find that

the cause of access failure is authentication failure.3. Analyze the Create PDP Context Request message. You find that the user name carried in

this message is incorrect.4. Notify the user to change the user name. The users can now access the network.

NOTE

Message tracing enables you to avail important information and located faults. It is a commontroubleshooting method.

1.5.7 Comparison and InterchangeThis describes how to use the comparison and interchange methods.



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The comparison method is used to compare the faulty parts with the normal parts to locate faults.It is often applied to cases where faults are of the same type.In the interchange method, faulty parts are swapped with normal parts (for example, boards andfibers) to identify the part in which the fault has occurred.For locating and clearing hardware faults, comparison and interchange is a useful method. Notethe following when using the comparison and interchange methods:1. The interchange operation can be risky. For example, installing a short circuited board into

a normal subrack may damage the normal subrack. While implementing this method, makesure that the operation does not result in any new fault.

2. It is recommended that this operation should be performed when no traffic is carried or thetraffic is low.

1.5.8 Switchover and ResetThis describes how to perform switchover and reset.Switchover refers to manually switching over the device working in active/standby mode, thatis, transferring the traffic from the active device to the standby device. Compare the systemoperation before and after the switchover to check the status of the active device and thecooperation between the active and standby devices. The Switching Route Unit (SRU) and theService Processing Unit (SPU) of the GGSN9811 support active/standby switchover and hotswap.Reset refers to manually restarting the device either partially or completely. This helps to checkwhether the software is faulty and whether the program is suspended. Reset is a risky operation.Therefore, do not perform the operation randomly.Compared with other methods, switchover and reset cannot clear faults accurately. Due to therandom running of software, the symptoms of the fault do not reappear for some time just afterthe switchover and reset. It may seem as if the fault is cleared, when it is actually not. As a result,it affects the stability of the device. Therefore, perform this operation only during emergencies.Note the following when performing switchover and reset:l Before the switchover of the SRUs, perform backup to avoid loss of the charging data

records (CDRs) and the system data.l The reset may result in service interruption or system breakdown. Therefore, use the reset

method only when there will be limited impact on the services of the system, when thereis a backup, or when you have the approval to do so. It is, however, not recommended toperform reset to clear faults.

1.5.9 Log QueryThis describes how to query logs.Many faults occur during maintenance and running of the GGSN9811 due to incomplete dataconfiguration.To query data configuration operations performed by maintenance staff is a prompt way to locatesuch types of faults. The display operlog command is used to query logs of the GGSN9811. Byrunning this command, you can query the data modification commands that are executed by themaintenance staff within a specified period of time. Then, locate the faults according to theanalysis for these commands. For faults related to the peer office, in addition to querying locallogs, it is necessary to know the data modification performed at the peer device.


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1.6 Huawei Technical SupportThis describes the technical support system of Huawei.

1.6.1 Technical Support SystemThis describes the technical support system of Huawei.1.6.2 Huawei Contact InformationThis provides the contact information about Huawei Technical Support.1.6.3 Customer Complaint Processing FlowThis describes the customer complaint processing flow of Huawei.1.6.4 Preparation for Obtaining Huawei Technical AssistanceThis describes the preparations for obtaining Huawei technical assistance.

1.6.1 Technical Support SystemThis describes the technical support system of Huawei.You can obtain telephonic, remote, and on-site assistance from the technical support system ofHuawei.The technical support system of Huawei includes:l Technical Support Department at Huawei headquartersl Technical Support Department at regional officesl Technical support websitel Customer Service Center

1.6.2 Huawei Contact InformationThis provides the contact information about Huawei Technical Support.l Tel: +86-755-26540036l Email: [email protected] Website: support.huawei.com

NOTE

For contact information on the local customer service center, access the technical support website.

1.6.3 Customer Complaint Processing FlowThis describes the customer complaint processing flow of Huawei.Knowing the customer complaint processing flow helps you to obtain technical assistance.

Customer ComplaintsCustomers can make complaints to the customer service center through telephone, letter, oremail, or by contacting local technical support engineers. All customer complaints andtroubleshooting information are recorded by Huawei customer complaint management system.



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Complaint HandlingThe customer service center sends the customer complaints to technical engineers who then takethe following measures based on fault types:l If a fault is caused by manual operations or customers can use the provided material to

resolve the fault, the technical support engineers instruct customers to troubleshoot the faultby phone or fax.

l If the customers are unable to resolve the fault by following instructions learnt by phoneor fax, the technical support engineers perform remote maintenance.

l If these two methods do not work, the technical support engineers perform troubleshootingbased on the actual situation, on-site maintenance, or technical assistance request.

1.6.4 Preparation for Obtaining Huawei Technical AssistanceThis describes the preparations for obtaining Huawei technical assistance.Before obtaining technical assistance, you must perform the following preparations.

Information CollectionCollect the following information:l Full name of the officel Contact's name and phone numberl Specific time when the fault occurredl Fault symptoml Host software versionl Measures taken once the fault occurred, and the related resultsl Fault level and expected time for solutionFor detailed fault feedback, see 8 Fault Information Report.

Commissioning PreparationWhen you ask for help, technical support engineers of Huawei may instruct you to do somecommissioning to collect more fault information or troubleshoot faults directly. Therefore, makecommissioning preparations before you obtain technical assistance.


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2 Troubleshooting Hardware FaultsAbout This Chapter

This describes the common commands and tools used to locate and clear hardware faults andhow to locate hardware faults.

2.1 OverviewThis describes the common hardware faults. Generally, hardware faults are accompanied byexternal factors such as sound, light, or smell. This helps to locate faults.2.2 Common Tools and IndicatorsThis describes the common tools and indicators.2.3 Hardware Fault LocationThis describes how to locate hardware faults.

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2.1 OverviewThis describes the common hardware faults. Generally, hardware faults are accompanied byexternal factors such as sound, light, or smell. This helps to locate faults.The hardware faults include:l Power supply faultl Fan faultl Board faultl PDB faultCertain hardware faults occur without a clear symptom. In this case, first locate the faultycomponent through the exclusion method or the interchange method. Then, test the faultycomponent by using a specific instrument. Such hardware faults include:l Network cable faultl Optical fiber faultl Serial cable fault

2.2 Common Tools and IndicatorsThis describes the common tools and indicators.The tools commonly used to locate hardware faults are as follows:l Multimeterl Network cable testerl Optical fiber testerFor details on how to use a multimeter, network cable tester, or optical fiber tester, see the relatedmanuals. The status of indicators on the GGSN9811 can also help to locate hardware faults. Thefollowing describes the status and meanings of the indicators on the GGSN9811.

Table 2-1 PDB indicatorsName Color Status MeaningRUN Green 0.5 Hz The PAMU runs normally, and the communication

between the PAMU and the SCUa is normal.4 Hz The PAMU cannot communicate with the SCUa or

does not run normally.Constantly off

The power input for the PAMU is unavailable or theindicator is faulty.

ALM Red Constantly off

The power distribution box (PDB) does not reportany alarm.

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Name Color Status MeaningConstantly on

An alarm is reported, indicating that the PDB is faultyor the voltage of the power supply is very low or high.The ALM indicator is constantly on when the PAMUperforms self-check. This does not indicate an alarm.In this case, the condition of the ALM indicator ischecked.

Table 2-2 Power supply indicatorsName Description MeaningPWR IN Input status indicator If the green indicator is

constantly on, it indicatesthat the input power supply isnormal.

PWR OUT Output status indicator If the green indicator isconstantly on, it indicatesthat the output power supplyis normal.

ALM Failure status indicator If the red indicator isconstantly on, it indicatespower supply failure.

Table 2-3 Fan indicatorsName Description MeaningFAN RUN Operating indicator If the indicator blinks at 1 Hz,

it indicates that fan module 1and the FCB run normally.

FAN ALM Fault indicator If the indicator is constantlyon, it indicates that fanmodule 1 or the FCB isfaulty.



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Table 2-4 Buttons and indicators on the panel of the SRUComponent DescriptionOFL button It is the board plugging button. Before removing the SRU, press and

hold the OFL button for about six seconds until the OFL indicator ison. Then, you can remove the SRU.NOTE

This button only takes effect for the standby SRU.

OFL indicator (red) If the indicator is on, it indicates that the SRU can be normally removed.RUN indicator(green)

If the indicator blinks at 0.5 Hz, it indicates that the SRU runs normally.If the indicator blinks at 2 Hz, it indicates that alarms about the SRUare generated.

ALM indicator(red)

If the indicator is on, it indicates that alarms are generated.If the indicator is off, it indicates that no alarm is generated.

ACT active/standby indicator(green)

If the indicator is constantly on, it indicates that the SRU is in the activestate.If the indicator is off, it indicates that the SRU is in the standby state.

Reset button It is the board resetting button.You can reset the main control unit of the SRU by pressing the Resetbutton.

CF ACTread&writeindicator (red)

If the indicator blinks, it indicates that data is being written or read.If the indicator is off, it indicates that no data is being written or read.

LINK (green, self-contained on theEthernet port)

If the indicator is constantly on, it indicates that the link is connected.If the indicator is off, it indicates that the link is not connected.

ACT (yellow, self-contained on theEthernet port)

If the indicator blinks, it indicates that data is being transmitted andreceived.If the indicator is off, it indicates that no data is being transmitted orreceived.

Table 2-5 Buttons and indicators on the panel of the SPUComponent DescriptionOFL button It is the board plugging button. Before removing the SPU, press and

hold the OFL button for about six seconds until the OFL indicator ison. Then, you can remove the SPU.

OFL indicator (red) If the indicator is on, it indicates that the SPU can be normally removed.RUN indicator(green)

If the indicator blinks at 0.5 Hz, it indicates that the SPU runs normally.If the indicator blinks at 2 Hz, it indicates that alarms about the SPUare generated.


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Table 2-6 Buttons and indicators on the panel of the LPUComponent MeaningOFL button It is the board plugging button. Before removing the LPU, press

and hold the OFL button for about six seconds until the OFLindicator is on. Then, you can remove the LPU.

OFL indicator (red) If the indicator is on, it indicates that the LPU can be normallyremoved.

RUN indicator (green) If the indicator blinks at 0.5 Hz, it indicates that the LPU runsnormally.If the indicator blinks at 2 Hz, it indicates that alarms about theLPU are generated.

LINK/ACT indicator(green)

If the indicator is constantly on, it indicates that the link isconnected.If the indicator blinks, it indicates that data is being transmitted andreceived.If the indicator is off, it indicates that the link is not connected.

Table 2-7 Buttons and indicators on the panel of the SFUComponent MeaningOFL button It is the board plugging button. Before removing the SFU, press

and hold the OFL button for about six seconds until the OFLindicator is on. Then, you can remove the SFU.

OFL indicator (red) If the indicator is on, it indicates that the SFU can be normallyremoved.

RUN indicator (green) If the indicator blinks at 0.5 Hz, it indicates that the SFU runsnormally.If the indicator blinks at 2 Hz, it indicates that alarms about theSFU are generated.

ACT indicator (green) If the indicator is constantly on, it indicates that the SFU runsnormally.If the indicator is constantly off, it indicates that the SFU is faulty.

2.3 Hardware Fault LocationThis describes how to locate hardware faults.

2.3.1 Locating a Power Supply FaultThis describes how to locate a power supply fault.



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2.3.2 Locating a Fan FaultThis describes how to locate a fan fault.2.3.3 Locating an SRU FaultThis describes how to locate a Switching Route Unit (SRU) fault.2.3.4 Locating an SPU FaultThis describes how to locate a Service Processing Unit (SPU) fault.2.3.5 Locating an LPU FaultThis describes how to locate a Line Processing Unit (LPU) fault.2.3.6 Locating a PDB Monitoring Channel FaultThis describes how to locate a fault of the monitoring channel of the power distribution box(PDB).2.3.7 Locating a Network Cable FaultThis describes how to locate a network cable fault.2.3.8 Locating an Optical Fiber FaultThis describes how to locate an optical fiber fault.

2.3.1 Locating a Power Supply FaultThis describes how to locate a power supply fault.

Symptom Possible Cause Handling MeasureThe PWR IN indicator(green) is constantly on; thePWR OUT indicator (green)is constantly on; the ALMindicator (red) is constantlyoff.

The power module worksnormally.

No operation is required.

The PWR IN indicator(green) is constantly on; thePWR OUT indicator (green)is constantly on; however, theexecution result of displaydevice shows that the powermodule is not in position.

The power module is notproperly inserted, thusresulting in poor connectionto the power backplane.

Turn off the power switch,loosen the screws on thepower module, insert thepower module properly, andthen fasten the screws. Turnon the power switch to checkwhether the power moduleworks normally.

Neither the PWR INindicator (green) nor thePWR OUT indicator (green)is on.

The power cables are faultyor not properly connected;the power switch is off.

Check whether the powercables are properlyconnected and intact; checkwhether the power switch ison.


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Symptom Possible Cause Handling MeasureThe ALM indicator (red) ison.

The input voltage is notwithin the range of -36 V DCto -72 V DC; the dust on theair filter is excessive, whichaffects the heat dissipation ofthe fan, thus resulting in thefaulty power supply.

Check whether the voltage ofthe power supply is proper;check whether the air filter ofthe fan is clean.

Other symptom None Do not touch the powermodule. If required, contactHuawei Technical Support.

2.3.2 Locating a Fan FaultThis describes how to locate a fan fault.

Symptom Possible Cause Handling MeasureThe FAN RUN indicator(green) blinks at 1 Hz; theFAN ALM indicator (red) isconstantly off.

The fan module worksnormally.

No operation is required.

The FAN RUN indicator(green) is constantly off; theFAN ALM indicator (red) isconstantly off.

The fan module is notproperly inserted, thusresulting in poor connectionto the fan backplane.

Press and hold the button onthe fan module to remove thefan module, and then reinsertthe fan module.

The FAN ALM indicator(red) is constantly on. (caseone)

The fan blades cannot turnbecause of blocking.

Check whether there is anyobject blocking the fanblades.

The FAN ALM indicator(red) is constantly on. (casetwo)

Fan module 1 or the FCB isfaulty.

Contact Huawei TechnicalSupport to replace the fanmodule.

DANGERl Dust on the air filters of the subrack and the power supply affects the heat dissipation.

Therefore, clean the air filters once every month.l When removing the fan module, do not touch the fans before it stops running.

2.3.3 Locating an SRU FaultThis describes how to locate a Switching Route Unit (SRU) fault.



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The GGSN9811 is equipped with two SRUs in slots 9 and 10. One of the SRUs is automaticallyselected to be the active SRU at system startup. The normal status of the indicators on theSRUs should be as follows:l The RUN indicator on the active SRU blinks at 0.5 Hz, the ALM indicator is off, and the

ACT indicator is constantly on.l The RUN indicator on the standby SRU blinks at 0.5 Hz, the ALM indicator is off, and the

ACT indicator is off.The most common symptom of a fault is that the ALM indicator is constantly on. To locate thefault, perform the following steps:1. If the ALM indicators on the active and standby SRUs are constantly on, determine the

active and standby SRUs by observing the status of the ACT indicators. The SRU on whichthe ACT indicator is on is the active SRU. The SRU on which the ACT indicator is off isthe standby SRU.

2. Check the boot status of the SRU. If the RUN indicator on the SRU blinks at 0.5 Hz, itindicates that the SRU is not booting. If the RUN indicator on the SRU does not blink at0.5 Hz, it indicates that the SRU is booting. In this case, connect the HyperTerminal to theCONSOLE port of the SRU through the HyperTerminal to view the output information.The ALM indicator is off after the booting process is complete.

3. If the SRU is not booting, query the current alarms through the GGSN9811 alarm system.The ALM indicator is off after you clear the relevant alarms based on the alarm information.

2.3.4 Locating an SPU FaultThis describes how to locate a Service Processing Unit (SPU) fault.If the RUN indicator blinks at 0.5 Hz, it indicates that the SPU is running normally.1. If the RUN indicator is off, check the SPU. A possible cause is that the SPU is not in proper

contact with the backplane. Secure the ejector levers on both sides of the front panel toensure better contact between the SPU and the backplane.

2. If the RUN indicator blinks at 2 Hz, it is likely that the SPU is booting. In such a case, waitfor two to three minutes. If the RUN indicator continues to blink quickly for a long time,collect the information about the SPU by running display device on the local maintenanceterminal (LMT). Provide this information for Huawei technical support engineers foranalysis.

2.3.5 Locating an LPU FaultThis describes how to locate a Line Processing Unit (LPU) fault.If the RUN indicator blinks at 0.5 Hz, it indicates that the LPU is running normally.1. If the RUN indicator is off, check the LPU. A possible cause is that the LPU is not in proper

contact with the backplane. Secure the ejector levers on both sides of the front panel toensure better contact between the LPU and the backplane.

2. If the RUN indicator blinks at 2 Hz, it is likely that the LPU is booting. In such a case, waitfor two to three minutes. If the RUN indicator continues to blink quickly for a long time,collect the information about the LPU by running display device on the local maintenanceterminal (LMT). Provide this information for Huawei technical support engineers foranalysis.


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2.3.6 Locating a PDB Monitoring Channel FaultThis describes how to locate a fault of the monitoring channel of the power distribution box(PDB).If the RUN indicator blinks at 0.5 Hz and the ALM indicator is off, it indicates that the PDB isrunning normally.The system monitors the PDB through the AUX port of the Switching Route Unit (SRU). Theactive and standby SRUs separately offer a monitoring channel, but only the channel of the activeSRU works. If the monitoring channels between the SRU and the PDB are disconnected, theALM indicator of the PDB is constantly on and the RUN indicator blinks quickly. To locate thefault, perform the following steps:1. Replace the cables connecting the CONSOLE ports on the active and standby SRUs to

check whether the cables are faulty.2. If the fault persists, power off the cabinet, and then remove the PDB to check the setting

of the dual-inline package (DIP) switch. The correct DIP switch setting of the PDB of theGGSN9811 is S1:1001. The status of the DIP switch is identified on the PDB. That is, 0indicates ON and 1 indicates OFF.

2.3.7 Locating a Network Cable FaultThis describes how to locate a network cable fault.If the LINK indicator is constantly on, it indicates that the network cable is connected properly.If the ACT indicator blinks, it indicates that data is being transferred.If the LINK indicator is off, perform the following steps:1. Check whether the port is disabled by running display interface.2. Secure the network cable to the ports at both sides.3. Ensure that all the network cables meet the requirements.4. Test the network cable by using a network cable tester. You can also replace it with another

network cable to check whether the network cable is faulty.NOTE

The GGSN9811 provides Ethernet ports to connect with external devices. The GGSN9811 is connectedwith routers through crossover cables and connected with LAN Switches through straight through cables.If the adaptive function is enabled for LAN Switches, either crossovers cable or straight through cablescan be used.

2.3.8 Locating an Optical Fiber FaultThis describes how to locate an optical fiber fault.If the LINK/ACT indicator is constantly on, it indicates that the optical fiber is connectedproperly. If the LINK/ACT indicator blinks, it indicates that data is being transferred.If the LINK/ACT indicator is off, perform the following steps:1. Check whether the port is disabled by running display interface.2. Secure the optical fiber to the ports at both sides.3. Test the optical fiber by using an optical power meter.



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4. Check the connection of the optical fibers.


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3 Troubleshooting Loading and UpgradeFaults

About This Chapter

This describes the common commands and tools used to troubleshoot loading and upgrade faults.It also provides common cases of loading and upgrade faults and their troubleshooting methods.

3.1 OverviewThis describes the software loading, upgrade, and fault analysis.3.2 Common Commands and ToolsThis describes the common commands and tools used to troubleshoot loading and upgrade faults.3.3 CasesThis provides the cases related to common loading and upgrade faults and their handing methods.

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3.1 OverviewThis describes the software loading, upgrade, and fault analysis.

3.1.1 Introduction to Software Loading and UpgradeThis describes software loading and upgrade.3.1.2 Loading Fault AnalysisThis describes how to analyze a loading fault.3.1.3 Patch Fault AnalysisThis describes how to analyze a patch fault.

3.1.1 Introduction to Software Loading and UpgradeThis describes software loading and upgrade.Software loading and upgrade can be classified into the following types:l Software loading: loads a new version through the serial port during the production process,

or when the current version is damaged and the system cannot be started normally.l Software upgrade: upgrades the current software to a later version through the local

maintenance terminal (LMT) when the current version is running normally. Back up theconfiguration information before upgrade.

l Patch loading: Load a patch to the current software version through the LMT when thecurrent version is running normally.

NOTE

For details, refer to the related software installation and version upgrade instructions of the GGSN9811.

3.1.2 Loading Fault AnalysisThis describes how to analyze a loading fault.Loading faults generally occur during software loading (including the host software and the backadministration module (BAM) directory). The software loading process is as follows:1. Connect the serial port of the PC that stores the software package of the GGSN9811 to the

CONSOLE port of the active Switching Route Unit (SRU) with the attached console cable.Connect the network port of the PC to that of the active SRU with a Ethernet Cable.

2. Start and set the HyperTerminal of the PC. Reboot the GGSN9811. The HyperTerminaldisplays the BootROM menu of the GGSN9811. Choose the appropriate menu to load thehost software to the SRU through the network port.

3. Upload the BAM directory and the version BIN file to the hard disk on the SRU of theGGSN9811 through the File Transfer Protocol (FTP).

4. Reboot the GGSN9811 to complete the loading process.NOTE

For details on software loading, refer to the .

The following can be concluded from the preceding software loading process:

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The fault in host software loading is caused by incorrect settings of network port parameters(including incorrect IP address). To rectify the fault, make sure that the parameter settings ofthe network ports on the SRU and the PC are the same.The loading fault in the BAM directory is caused by incorrect settings of the user name andpassword in the transfer.txt file. To clear the fault, make sure that the user name and passwordare the same as those configured on the host FTP server.

3.1.3 Patch Fault AnalysisThis describes how to analyze a patch fault.Patch faults generally occur during software patching.To load a patch, perform the following steps:1. Log in to the GGSN9811 through the local maintenance terminal (LMT).2. Upload the patch file to the Switching Route Unit (SRU).3. Load the patch file to the memory of a board by running the relevant command.4. Activate the patch.

CAUTIONGenerally, no fault occurs when a patch file is being uploaded to the SRU; however, you mustpay attention to the following when activating the patch:l A patch file can contain multiple patch IDs. Activate the relevant patch IDs as required.l After the patch is activated, confirm the patch to avoid that the patch fails when the board is

restarted.

To load the patch by using the one-touch method, perform the following steps:1. Download the package of the patch at http://support.huawei.com.2. Store the patch package in the root directory on the FTP server.3. Set the user name, password, and IP address of the FTP server.4. Run patch install to install the patch.

3.2 Common Commands and ToolsThis describes the common commands and tools used to troubleshoot loading and upgrade faults.l display patch-information: is used to query all patch information about a board.l ping: is used to test the interoperability between nodes.

3.3 CasesThis provides the cases related to common loading and upgrade faults and their handing methods.3.3.1 Partial Patches Activated After Loading



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This describes the case in which partial patches are activated after loading, and thetroubleshooting methods for this fault.3.3.2 Patching Succeeded but No Patch Found After Board RestartingThis describes the case in which the patches are ineffective after the board is restarted, and thetroubleshooting methods for this fault.

3.3.1 Partial Patches Activated After LoadingThis describes the case in which partial patches are activated after loading, and thetroubleshooting methods for this fault.

Fault SymptomThe purpose of patching is to remove two bugs. After patching, only one bug is removed.

Fault Analysis1. The two patches undergo stringent testing before delivery. The fault may be caused by the

incorrect operation during patching.2. Run display patch-information on the local maintenance terminal (LMT). You find that

only one patch is activated.3. One patch file can contain multiple patches. You can specify the patches that are activated

by running patch active. The fault symptom indicates that only one patch is activated.

TroubleshootingActivate all the patches by running patch active.

3.3.2 Patching Succeeded but No Patch Found After BoardRestarting

This describes the case in which the patches are ineffective after the board is restarted, and thetroubleshooting methods for this fault.

Fault SymptomThe patches take effect after being loaded to the board. After a while, all the patches areineffective after the board is restarted for some reason.

Fault Analysisl Run display patch-information on the local maintenance terminal (LMT). You find that

there is no patch on the board.l This may be because the patches are not confirmed after being activated, in which case the

patches are ineffective after the board is restarted.l Query the operation log information about the patching. You find that the patches are

activated but not confirmed.

3 Troubleshooting Loading and Upgrade FaultsHUAWEI GGSN9811 Gateway GPRS Support Node

Troubleshooting


Issue 02 (2009-06-30)

CAUTIONAfter loading the patch software, run the patches by running the following commands related topatch management:l patch active: is used to activate the patches only once. The patches take effect immediately

after being activated; however, they are ineffective after the board is restarted.l patch deactive: is used to deactivate patches, making them ineffective.l patch delete: is used to delete patches. You can delete the patches that are not needed.l patch run: is used to confirm patch activation, that is, the patches are activated permanently.

The patches are effective even after the board is restarted.

TroubleshootingLoad the patch on the board again by running patch run.



3-5

4 Troubleshooting Operation andMaintenance Faults

About This Chapter

This describes the common cases related to operation and maintenance faults and theirtroubleshooting methods.

4.1 OverviewThis describes the main functions of the local maintenance terminal (LMT), causes of operationand maintenance faults, and common methods to troubleshoot these faults.4.2 CasesThis provides the cases related to common operation and maintenance faults and theirtroubleshooting methods.

HUAWEI GGSN9811 Gateway GPRS Support NodeTroubleshooting 4 Troubleshooting Operation and Maintenance Faults


4-1

4.1 OverviewThis describes the main functions of the local maintenance terminal (LMT), causes of operationand m

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Troubleshooting(V900R007C02 02)