Workflow to troubleshoot a service or connectivity problem

Purpose

Perform the following tasks in sequence until you identify the root cause of the problem.

Stages
 
1 

Verify that there are no alarms associated with the service by clicking on the Faults tab in the Service form.

  1. If there are no alarms that affect the service, see Stage 2.

2 

If you are troubleshooting a VPLS service, determine whether it is part of an H-VPLS configuration. See To identify whether a VPLS is part of an H-VPLS.

3 

Verify whether the administrative and operational states of each component of the service are Up; see To verify the operational and administrative states of service components.

4 

Verify the connectivity of the customer equipment using the entries in the FIB; see To verify the FIB configuration.

5 

Verify that the NFM-P service configuration aligns with the customer requirements. For example, ensure that NFM-P configuration uses the correct service type and SAP configuration, and that the circuit and site are included in the service.

6 

Verify the connectivity of all egress points in the service:

  1. using MAC Ping and MAC Trace; see To verify connectivity for all egress points in a service using MAC Ping and MAC Trace.

  2. using MEF MAC Ping; see To verify connectivity for all egress points in a service using MEF MAC Ping.

7 

Use the results from the MAC Ping and MAC Trace diagnostics to choose one of the following options:

  1. If the MAC Ping, MEF MAC Ping, or MAC Trace diagnostics returned the expected results for the configuration of your network:

    1. Measure the frame transmission size on all objects associated with the service such as the service sites, access and network ports, service tunnels, and circuits; see To measure frame transmission size on a service using MTU Ping.

    2. Review the ACL filter policies to ensure that the ACL filter for the port is not excluding packets that you want to test; see To review ACL filter properties.

    3. Verify the QoS configuration.

  2. If the MAC Ping and MAC Trace diagnostics did not return the expected results for the configuration of your network:

    1. Verify the end-to-end connectivity on the service using the Service Site Ping diagnostic; see To verify the end-to-end connectivity of a service using Service Site Ping.

    2. Verify the end-to-end connectivity on the service tunnel using the Tunnel Ping diagnostic; see To verify the end-to-end connectivity of a service tunnel using Tunnel Ping.

    3. Verify the end-to-end connectivity of an MPLS LSP using the LSP Ping diagnostic; see To verify end-to-end connectivity of an MPLS LSP using LSP Ping.

  3. If the MAC Ping diagnostic returned the expected results for the configuration of your network, and the MAC Trace diagnostic did not return the expected results for the configuration of your network:

    1. Verify that the correct service tunnels are used for the service.

    2. Correct the service tunnel configuration, if required.

    3. Review the route for the MPLS LSP using the LSP Trace OAM diagnostic. (For MPLS encapsulation, only.) If the LSP Trace results do not meet the requirements of your network, review the resource availability and configurations along the LSP expected routes; see To review the route for an MPLS LSP using LSP Trace.

8 

As required, perform one or more of the following.

  1. Review ACL filter properties; see To review ACL filter properties.

  2. View anti-spoof filters; see To view anti-spoof filters.

  3. Retrieve MIB information from a GNE using the snmpDump utility; see To retrieve MIB information from a GNE using the snmpDump utility.

9 

Contact your technical support representative if the problem persists; see Chapter 1, NSP troubleshooting overview .