TCL ILL Troubleshooting Guide V1 1 1

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

[email protected]

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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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.


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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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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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)


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.


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


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.

TCL ILL Troubleshooting Guide V1 1 1

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