Page 1 T R O U B L E S H O O T I N G G U I D E Alcatel-Lucent Proprietary This document contains proprietary information of Alcatel-Lucent and is not to be disclosed or used except in accordance with applicable agreements.
Page 2 The customer hereby agrees that the use, sale, license or other distribution of the products for any such application without the prior written consent of Alcatel-Lucent, shall be at the customer's sole risk. The customer hereby agrees to defend and hold Alcatel-Lucent harmless from any claims for loss, cost, damage, expense or liability that may arise out of or in connection with the use, sale, license or other distribution of the products in such applications.
Page 3 Alcatel-Lucent License Agreement SAMPLE END USER LICENSE AGREEMENT 1. LICENSE 1.1 Subject to the terms and conditions of this Agreement, Alcatel-Lucent grants to Customer and Customer accepts a nonexclusive, nontransferable license to use any software and related documentation provided by Alcatel-Lucent pursuant to this Agreement ("Licensed Program") for Customer's own internal...
Page 4 3.2 Alcatel-Lucent may terminate this Agreement: (a) upon notice to Customer if any amount payable to Alcatel-Lucent is not paid within thirty (30) days of the date on which payment is due; (b) if Customer becomes bankrupt, makes an assignment for the benefit of its creditors, or if its assets vest or become subject to the rights of any trustee, receiver or other administrator;...
Page 5 Alcatel-Lucent infringes any patent, copyright, trade secret or other intellectual property right, provided that Customer notifies Alcatel-Lucent within ten (10) days of the existence of the claim, gives Alcatel-Lucent sole control of the litigation or settlement of the claim, and provides all such assistance as Alcatel-Lucent may reasonably require.
Page 6 8.4 The Licensed Program may contain freeware or shareware obtained by Alcatel-Lucent from a third party source. No license fee has been paid by Alcatel-Lucent for the inclusion of any such freeware or shareware, and no license fee is charged to Customer for its use.
Page 7 8.9 No term or provision of this Agreement shall be deemed waived and no breach excused unless such waiver or consent is in writing and signed by the party claimed to have waived or consented. The waiver by either party of any right hereunder, or of the failure to perform or of a breach by the other party, shall not be deemed to be a waiver of any other right hereunder or of any other breach or failure by such other party, whether of a similar nature or otherwise.
Page 8 viii...
Page 9: Preface
Preface About this document The 5620 SAM Troubleshooting Guide provides task-based procedures and user documentation to: • collect data to help resolve issues in the network and network management domains • identify the root cause and plan corrective action for: •...
Page 10: About Related Documentation
5620 SAM releases. • See the 5620 SAM Statistics Management Guide for information about managing 5620 SAM statistics collection and to view a list of the MIB counters that are available for collection using the 5620 SAM. •...
Page 11: Procedure 2 To Search Multiple Pdf Files For A Common Term
Acrobat Reader displays the search results. You can expand the entries for each document by clicking on the + symbol. Conventions used in this guide Table lists the conventions that are used throughout the 5620 SAM documentation. The conventions may not appear in all documents. Table 1 Documentation conventions Convention...
Page 12: Important Information
Caution indicates that the described activity or situation may, or will, cause service interruption. Note — Notes provides information that is, or may be, of special interest. November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 13: Table Of Contents
Preface About this document .................. ix About related documentation................. x Procedure 1 To find the 5620 SAM user documentation......x Multiple PDF document search................ x Procedure 2 To search multiple PDF files for a common term ....xi Conventions used in this guide............... xi Procedures with options or substeps ..........
Page 14 Troubleshooting tools ..............2-4 OAM diagnostics ..............2-4 Event log and property files ............2-4 Procedure 2-1 To collect troubleshooting logs and property files ... 2-4 Workflow to troubleshoot your network using 5620 SAM ......2-6 Network troubleshooting 3 — Troubleshooting network alarms Troubleshooting using network alarms strategy........
Page 15 Procedure 6-2 To configure the LogViewer application using the GUI ..6-10 Procedure 6-3 To manage filters using the GUI Filter Manager ..... 6-12 Procedure 6-4 To specify a plug-in using the LogViewer GUI....6-14 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01...
Page 16 Procedure 9-8 Problem: Device configuration backup not occurring ..9-10 Troubleshooting client GUI issues ........... 9-11 Procedure 9-9 Problem: 5620 SAM client GUI shuts down regularly..9-12 Procedure 9-10 Problem: Configuration change not displayed on 5620 SAM client GUI............9-12 Procedure 9-11 Problem: List or search function takes too long to complete................
Page 17 ......... 10-9 Procedure 10-8 Problem: All SNMP traps from managed devices are arriving at one 5620 SAM server, or no SNMP traps are arriving ..10-10 Procedure 10-9 Problem: Cannot manage new devices ....10-10 Procedure 10-10 Problem: Cannot discover more than one device, or device resynchronization fails .........
Page 18 Service disruption warning ............12-4 Duplicate configuration form conflicts .......... 12-5 12.2 Responding to 5620 SAM client GUI warning messages ......12-5 Procedure 12-1 To respond to a warning message ......12-5 13 — Troubleshooting with Problems Encountered forms 13-1 13.1...
Page 19: Troubleshooting Overview
Troubleshooting overview 1 — Troubleshooting process 2 — Troubleshooting using 5620 SAM Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 20: Troubleshooting Guide 3He 04244 Aaab
November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 21: Troubleshooting Process
1 — Troubleshooting process 1.1 Troubleshooting process 1.2 Troubleshooting problem-solving model 1.3 Troubleshooting guidelines 1.4 Before you call support Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 22: Network Maintenance
See General Procedure for information on how the problem-solving model aligns with using the 5620 SAM to troubleshoot your network or network management problem. Establish a performance baseline You must have a thorough knowledge of your network and how it operates under normal conditions to troubleshoot problems effectively.
Page 23: Categorize The Problem
Determine the network state before the problem appeared. • Extrapolate from network alarms and network events the cause of the symptoms. Try to reproduce the problem. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 24: Plan Corrective Action And Resolve The Problem
1 — Troubleshooting process The following 5620 SAM features can help you identify the root cause of a problem: • alarms with vendor-specific and X.733 standardized probable causes • alarm history associated network conditions Plan corrective action and resolve the problem The corrective action required to resolve a problem depends on the problem type.
Page 25: Before You Call Support
Before you call support Collect the information listed in Table before you call your TAC or technical support representative. The list of Alcatel-Lucent support contacts is available from the Alcatel-Lucent home page at http://www.alcatel-lucent.com/wps/portal/support. Table 1-1 Troubleshooting data collection for support Action Collect the following •...
Page 26 1 — Troubleshooting process November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 27: Troubleshooting Using 5620 Sam
2 — Troubleshooting using 5620 SAM 2.1 5620 SAM troubleshooting process 2.2 Troubleshooting tools 2.3 Workflow to troubleshoot your network using 5620 SAM Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 28: 5620 Sam Troubleshooting Process
17556 Troubleshooting the network You can use the 5620 SAM alarm and service monitoring functions to help you troubleshoot your network. November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 29: Troubleshooting Network Management
The 5620 SAM converts SNMP traps from network devices to events and alarms. You can then use the 5620 SAM to correlate the events and alarms against the managed equipment, and the configured services and policies. A correlated event or alarm can cause fault conditions on multiple network objects and services.
Page 30: Troubleshooting Tools
2 — Troubleshooting using 5620 SAM Troubleshooting tools The 5620 SAM supports the use of OAM diagnostic tools and event logs to help identify the root cause of a network or network management problem. OAM diagnostics The 5620 SAM supports configurable in-band and out-of-band, packet-based OAM diagnostic tools to troubleshoot your network service.
Page 31 There may be many log files in the directory or folder, depending on how long the 5620 SAM software has been running. After logs reach a certain size, the data is put in an old log file and a new log file is started.
Page 32: Workflow To Troubleshoot Your Network Using 5620 Sam
Store the files in a secure location until they are sent to support, and ensure that the files are not overwritten. For example, if there are two 5620 SAM clients with troubleshooting issues, rename the files, as appropriate, to identify each 5620 SAM client and to prevent overwriting of one file with another of the same name.
Page 33 Problem: Device configuration backup not occurring Procedure Problem: 5620 SAM client unable to communicate with 5620 SAM server Procedure Problem: Cannot start 5620 SAM client, or error message during client startup Procedure Problem: Cannot view 5620 SAM alarms using 5620 NM client Procedure (1 of 3) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3...
Page 34 10-5 Problem: Excessive 5620 SAM server-to-client response time Procedure 10-6 Problem: Cannot start a 5620 SAM server, or unsure of 5620 SAM server status Procedure 10-1 Problem: All SNMP traps from managed devices are arriving at one 5620 SAM Procedure...
Page 35 To identify the deployment results for a user request Procedure 14-3 To retrieve historical user logs Procedure 14-4 (3 of 3) Verify the solution. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 36 2 — Troubleshooting using 5620 SAM 2-10 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 37: Network Troubleshooting
Network troubleshooting 3 — Troubleshooting network alarms 4 — Troubleshooting services 5 — Troubleshooting alarms using topology maps Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 38 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 39: Troubleshooting Network Alarms
3.1 Troubleshooting using network alarms strategy 3.2 Workflow to troubleshoot using network alarms 3.3 Troubleshooting using network alarms procedures 3.4 Sample problems 3-11 3.5 Alarm description tables 3-20 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 40: Troubleshooting Using Network Alarms Strategy
Alarm Info forms managed object hierarchy table alarm description tables View the affected object states information. See Procedure 3-5. November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 41: Troubleshooting Using Network Alarms Procedures
Use the following procedures to troubleshoot network problems using alarms. Procedure 3-1 To view and sort alarms in the dynamic alarm list Monitor the dynamic alarm list in the 5620 SAM alarm window and attempt to address alarms in the order that they are raised.
Page 42: Procedure 3-2 To View Object Alarms And Aggregated Object Alarms
Procedure 3-2 To view object alarms and aggregated object alarms You can use the navigation tree to view object alarm status, and aggregated alarm status for parent objects. See the 5620 SAM User Guide for more information about the relationship between objects, related alarms, and aggregated alarms.
Page 43 Network (netw) Table 3-35 NE (rtr) Table 3-45 Monitored path (monpath) Table 3-31 Multichassis (multichassis) Table 3-34 SRRP (srrp) Table 3-55 (1 of 2) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 44: Procedure 3-4 To Acknowledge Alarms
This ensures that duplicate resources are not applied to the same problem. November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 45 Click on the OK button to continue. A check mark appears for each of the selected alarms under the Ack. column in the dynamic alarm list. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01...
Page 46: Procedure 3-5 To Determine Probable Cause And Root Cause Using Alarm And Affected Object Information
To view the affected object states, click on the Affected Objects tab button, select an object and click on the View Object button. November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 47: Procedure 3-6 To Determine Root Cause Using Related Objects
From the Alarm Info form for the affected object (see Procedure 3-5), click on the Affected Objects tab button. Figure shows the related objects from the Related tab. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 48 LAG, protocols, or sessions, but generates network path and service alarms. If the Administrative State is Down, change it to Up. After the problem is fixed, the correlated alarms should automatically clear. 3-10 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 49: Sample Problems
A problem in the sample network produces the list of alarms shown in Figure 3-6. Figure 3-6 VPLS alarm list_1 The following procedure describes how to troubleshoot the problem. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-11 3HE 04244 AAAB Ed.
Page 50: Procedure 3-7 To Troubleshoot A Vpls Equipment Problem
2 at Site 10.1.200.52. The state for each port is operationally down. The tree view displays the aggregated alarms on objects up to the Router level. 3-12 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 51: Procedure 3-8 To Clear Alarms Related To An Equipment Problem
Procedure 3-9 To troubleshoot an underlying port state problem The First Time Detected column shows that 16 alarms are raised at approximately the same time, which is a good indication that these alarms may be correlated. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-13 3HE 04244 AAAB Ed.
Page 52 View the details from the Related tab button on the Alarm Info form to display the managed objects related to the object in alarm. 3-14 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 53 In the equipment view of the navigation tree, choose port 1/1/2 under the Shelf object that supports LAG 1 (Site 10.1.200.53), and choose Properties from the contextual menu. The properties form opens, as shown in Figure 3-9. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-15 3HE 04244 AAAB Ed.
Page 54: Procedure 3-10 To Clear Alarms Related To An Underlying Port State Problem
Choose the port and choose Turn Up from the contextual menu. Of the 18 alarms, 16 automatically clear. The remaining two alarms are Session alarms. 3-16 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 55: Troubleshooting A Vpls Configuration Problem
Affected object is SDP binding (formerly known as circuit). • Alarm type is configuration alarm. • Probable cause is frame size problem. • Domain is Service Tunnel Management. • Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-17 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 56: Procedure 3-12 To Clear A Frame Size Problem (Mtu Mismatch) Alarm
This procedure describes how to clear the SDP binding Frame Size Problem alarm described in this section. Choose Manage→Services from the 5620 SAM main menu. Configure the list filter parameters and click on the Search button. A list of services appears at the bottom of the Browse Services form.
Page 57 Click on the Apply button. The MTU configuration change is applied to customer, service, and site objects. The SDP binding and related service alarms clear automatically. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-19 3HE 04244 AAAB Ed. 01...
Page 58: Alarm Description Tables
Tables 3-68 describe the alarms that the 5620 SAM raises. The tables are presented in alphabetical order by domain, and the alarms within a table are in alphabetical order. A number in parentheses beside an alarm Type or Probable cause attribute indicates the alarm or cause type.
Page 59 Probable cause: bundleDown (128) Self-clearing alarm raised: Yes Administrative State is Up and the Operational State is Down. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-21 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 60 Object Type (class): Interface of remote packet failures. Type: thresholdCrossed (6) Domain: circem Probable cause: thresholdCrossed (12) Self-clearing alarm raised: No (1 of 2) 3-22 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 61 Object Type (class): Alarm ID: 195 DatabaseManager Type: databaseAlarm (29) Domain: db Probable cause: diskSpaceIssue (153) Self-clearing alarm raised: No (1 of 4) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-23 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 62 Alarm ID: 196 DatabaseManager reached. Type: databaseAlarm (29) Domain: db Probable cause: diskSpaceIssue (153) Self-clearing alarm raised: Yes (2 of 4) 3-24 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 63 Object Type (class): Alarm ID: 539 DatabaseManager Type: databaseAlarm (29) Domain: db Probable cause: diskSpaceIssue (153) Self-clearing alarm raised: Yes (3 of 4) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-25 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 64 Alarm ID: 200 Object Type (class): DatabaseManager Type: databaseAlarm (29) Domain: db Probable cause: archivedLogsIssue (154) Self-clearing alarm raised: No (4 of 4) 3-26 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 65 Far End Severely Errored Type: thresholdCrossed (6) Domain: equipment Framing Seconds. Probable cause: thresholdCrossed (12) Self-clearing alarm raised: No (1 of 10) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-27 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 66 Stack is broken. StackConfiguration Type: configurationAlarm (11) Domain: equipment Probable cause: stackNotInLoop (355) Self-clearing alarm raised: Yes (2 of 10) 3-28 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 67 Alarm ID: 494 Object Type (class): DigitalDiagnosticMonitoring Type: thresholdAlarm (49) Domain: equipment Probable cause: aux1HighWarning (380) Self-clearing alarm raised: Yes (3 of 10) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-29 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 68 Alarm ID: 489 Object Type (class): DigitalDiagnosticMonitoring Type: thresholdAlarm (49) Domain: equipment Probable cause: rxOpticalPowerLowAlarm (375) Self-clearing alarm raised: Yes (4 of 10) 3-30 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 69 Alarm ID: 472 Object Type (class): DigitalDiagnosticMonitoring Type: thresholdAlarm (49) Domain: equipment Probable cause: temperatureLowWarning (358) Self-clearing alarm raised: Yes (5 of 10) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-31 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 70 Object Type (class): Alarm ID: 484 DigitalDiagnosticMonitoring Type: thresholdAlarm (49) Domain: equipment Probable cause: txOutputPowerLowWarning Self-clearing alarm raised: Yes (370) (6 of 10) 3-32 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 71 Type: equipmentAlarm (3) Domain: equipment temperature range using only the Probable cause: singleFanFailure (450) Self-clearing alarm raised?: Yes remaining fans. (7 of 10) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-33 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 72 Alarm ID: 212 Object Type (class): Card Type: firmwareAlarm (26) Domain: equipment Probable cause: firmwareUpgraded (169) Self-clearing alarm raised: No (8 of 10) 3-34 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 73 Type: resourceAlarm (28) Domain: equipment exceeded. Probable cause: Self-clearing alarm raised: No pimSnpgSGGroupMaxSupportedLimitExceed ed (350) (9 of 10) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-35 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 74 Alarm ID: 305 Object Type (class): EthernetPortSpecifics Type: communicationsAlarm (4) Domain: ethernetequipment Probable cause: LocalFault (236) Self-clearing alarm raised: Yes (1 of 2) 3-36 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 75 • BackupLocFailure (245) The probable cause is BackupLocFailure when using the backup location fails. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-37 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 76 Severity: Major — Alarm ID: 403 Object Type (class): GenericNeInterface Type: equipmentAlarm (3) Domain: genericne Probable cause: inoperableEquipment (8) Self-clearing alarm raised: Yes 3-38 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 77 Type: configurationAlarm (11) Domain: ipipe same as the CE IP address of the peer Probable cause: ceAddressIncompatible Self-clearing alarm raised: Yes SDP binding. (190) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-39 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 78 Alarm ID: 19 Object Type (class): Site Type: ProtocolAlarm (1) Domain: isis Probable cause: protocolDown (1) Self-clearing alarm raised: Yes (1 of 2) 3-40 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 79 (l2fwd.SiteMrp.mrpAttrTblLowWater mark) configured per service site. This alarm can be raised on any VPLS service site. (1 of 2) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-41 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 80 Alarm ID: 230 Object Type (class): ServiceSite Type: configurationAlarm (11) Domain: l3fwd Probable cause: duplicateVrfTargetExists Self-clearing alarm raised: Yes (178) (1 of 2) 3-42 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 81 Object Type (class): ServiceSite Alarm ID: 142 Domain: l3fwd Type: configurationAlarm (11) Self-clearing alarm raised: Yes Probable cause: routeDistinguisherNotConfigured (113) (2 of 2) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-43 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 82 Alarm ID: 22 Object Type (class): Site Type: ProtocolAlarm (1) Domain: ldp Probable cause: protocolDown (1) Self-clearing alarm raised: Yes (1 of 2) 3-44 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 83 5620 SAM detects an LPS violation. Alarm ID: 518 Object Type (class): LearnedPortSecurity Type: learnedPortSecurityAlarm (51) Domain: lps Probable cause: learnedPortSecurityViolation (393) Self-clearing alarm raised: Yes Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-45 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 84 NE and is not tampered with before you re-attempt the upgrade. The alarm is cleared when a valid file set is on the NE and the 5620 SAM activates the software image in the file set. Table 3-28 Domain: mirror...
Page 85 LI and the assignment may be Type: ConfigurationAlarm (15) Domain: mirrorli overruled. Probable cause: Self-clearing alarm raised: No tMirrorSourceFilterAssignWarn (429) (1 of 2) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-47 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 86 Severity: Critical — Alarm ID: 587 Object Type (class): Site Type: ProtocolAlarm (1) Domain: mld Probable cause: protocolDown (1) Self-clearing alarm raised: Yes 3-48 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 87 The alarm is raised if the cpamManagedRoute problematicRetryStrategy value in nms-server.xml is set to countdown. The default problematicRetryStrategy value of reactive prevents the alarm from being raised. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-49 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 88 Alarm ID: 27 Object Type (class): Site Type: ProtocolAlarm (1) Domain: mpls Probable cause: protocolDown (1) Self-clearing alarm raised: Yes (1 of 2) 3-50 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 89 MSDP peer exceeds the Type: communicationsAlarm (4) Domain: msdp configured maximum. Probable cause: Self-clearing alarm raised: No MsdpPeerActiveSourcesLimitExceeded (278) (1 of 2) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-51 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 90 Severity: Warning — Alarm ID: 423 Object Type (class): PeerSynchronizationProtocol Type: communicationsAlarm (4) Domain: multichassis Probable cause: locallyDeletedEntryInMCSyncDatabase (407) Self-clearing alarm raised: Yes 3-52 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 91 Domain: netw Probable cause: thresholdCrossed (12) A CPU utilization threshold is Self-clearing alarm raised: No configurable on the device. (1 of 8) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-53 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 92 Alarm ID: 360 Object Type (class): NmsSystem Type: communicationsAlarm (4) Domain: netw Probable cause: systemFailed (144) Self-clearing alarm raised: No (2 of 8) 3-54 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 93 Alarm ID: 355 Object Type (class): NetworkElement Type: communicationsAlarm (4) Domain: netw Probable cause: noAuxiliaryServersAvailable (256) Self-clearing alarm raised: No (3 of 8) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-55 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 94 Alarm ID: 240 Object Type (class): NetworkElement Type: configurationAlarm (11) Domain: netw Probable cause: tooManyItemsToPoll (183) Self-clearing alarm raised: No (4 of 8) 3-56 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 95 Alarm ID: 410 Object Type (class): NetworkElement Type: communicationsAlarm (4) Domain: netw Probable cause: snmpDown (306) Self-clearing alarm raised: No (5 of 8) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-57 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 96 5620 SAM polls the managed devices every 2 min. If the poll fails, the alarm is raised. The 5620 SAM polls the device 2 min after the first failure. If successive polls fail, the 5620 SAM raises the polling interval for the device by two minutes after each failure to a maximum of 12 min.
Page 97 • contact node technical support staff with details of the event • clear the alarm on 5620 SAM (7 of 8) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-59 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 98 Domain: netw discarded to keep below system Type: communicationsAlarm (4) Self-clearing alarm raised: No limits. Probable cause: tooManyAlarms (182) (8 of 8) 3-60 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 99 (41) • optionMismatch (42) • mtuMismatch (43) • noError (44) • duplicateRouterId (168) • ifTypeMismatch (187) • nullRouterId (188) (1 of 8) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-61 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 100 (41) • optionMismatch (42) • mtuMismatch (43) • noError (44) • duplicateRouterId (168) • ifTypeMismatch (187) • nullRouterId (188) (2 of 8) 3-62 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 101 (41) • optionMismatch (42) • mtuMismatch (43) • noError (44) • duplicateRouterId (168) • ifTypeMismatch (187) • nullRouterId (188) (3 of 8) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-63 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 102 7450 ESS or 7750 SR, Release 4.0 or • dbDescript (48) later. • lsReq (49) • lsUpdate (50) • lsAck (51) • nullPacket (52) (4 of 8) 3-64 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 103 (39) • helloIntervalMismatch (40) • deadIntervalMismatch (41) • optionMismatch (42) • mtuMismatch (43) • noError (44) • duplicateRouterId (168) (5 of 8) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-65 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 104 (39) • helloIntervalMismatch (40) • deadIntervalMismatch (41) • optionMismatch (42) • mtuMismatch (43) • noError (44) • duplicateRouterId (168) (6 of 8) 3-66 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 105 (39) • helloIntervalMismatch (40) • deadIntervalMismatch (41) • optionMismatch (42) • mtuMismatch (43) • noError (44) • duplicateRouterId (168) (7 of 8) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-67 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 106 Alarm ID: 123 Object Type (class): VirtualLink Type: VirtualNeighborDown (22) Domain: ospf Probable cause: VirtualNeighborDown (105) Self-clearing alarm raised: Yes (8 of 8) 3-68 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 107 Alarm ID: 188 Object Type (class): Interface Type: communicationsAlarm (4) Domain: pim Probable cause: NeighborConnectionLost Self-clearing alarm raised: Yes (148) (1 of 2) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-69 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 108 Severity: Major — Alarm ID: 362 Object Type (class): Interface Type: configurationAlarm (11) Domain: ppp Probable cause: PppLoopbackDetected Self-clearing alarm raised: Yes (259) 3-70 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 109 Severity: Critical — Alarm ID: 72 Object Type (class): Site Type: ProtocolAlarm (1) Domain: rip Probable cause: protocolDown (1) Self-clearing alarm raised: Yes Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-71 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 110 — SubscrAuthPolicyMisconfigured Object Type (class): Alarm ID: 271 DhcpRelayConfiguration Type: ConfigurationAlarm (15) Domain: rtr Probable cause: SubscrAuthPolicyNotFound Self-clearing alarm raised: Yes (203) 3-72 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 111 NE schedulable test is rejected on a node when the limit of tests reaches 95% of device capacity. (1 of 2) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-73 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 112 Alarm ID: 532 Object Type (class): User Type: communicationsAlarm (4) Domain: security Probable cause: Self-clearing alarm raised: No maximumExceededMessages (297) (1 of 9) 3-74 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 113 Object Type (class): License Alarm ID: 585 Domain: security Type: licensingAlarm (23) Self-clearing alarm raised: Yes Probable cause: licensedLimitNearlyExceeded (133) (2 of 9) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-75 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 114 Object Type (class): License Alarm ID: 235 Domain: security Type: licensingAlarm (23) Self-clearing alarm raised: Yes Probable cause: licensedLimitNearlyExceeded (133) (3 of 9) 3-76 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 115 Object Type (class): License Alarm ID: 507 Domain: security Type: licensingAlarm (23) Self-clearing alarm raised: Yes Probable cause: licensedLimitNearing (132) (4 of 9) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-77 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 116 Object Type (class): License eded Domain: security Alarm ID: 511 Self-clearing alarm raised: Yes Type: licensingAlarm (23) Probable cause: licensedLimitNearlyExceeded (133) (5 of 9) 3-78 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 117 Object Type (class): License Alarm ID: 238 Domain: security Type: licensingAlarm (23) Self-clearing alarm raised: Yes Probable cause: licensedLimitNearlyExceeded (133) (6 of 9) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-79 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 118 Object Type (class): License Alarm ID: 166 Domain: security Type: licensingAlarm (23) Self-clearing alarm raised: Yes Probable cause: licensedLimitNearlyExceeded (133) (7 of 9) 3-80 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 119 Alarm ID: 349 Object Type (class): CpamLicense Type: cpamLicensingAlarm (39) Domain: security Probable cause: cpamLicenseMissMatch Self-clearing alarm raised: No (286) (8 of 9) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-81 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 120 Severity: Major — Alarm ID: 436 Object Type (class): AuxiliaryServer Type: configurationAlarm (11) Domain: server Probable cause: timeMismatch (344) Self-clearing alarm raised: No 3-82 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 121 The alarm is cleared when the Type: GroupInterfaceAlarm (44) Domain: service group interface becomes Probable cause: interfaceDown (32) Self-clearing alarm raised: Yes operationally up. (1 of 3) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-83 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 122 Self-clearing alarm raised: No Probable cause: sapDHCPLeaseEntriesExceeded (290) Alarm name: sapDHCPProxyServerError Severity: Major The alarm is raised when the 5620 SAM is unable to proxy a DHCP Alarm ID: 387 Object Type (class): AccessInterface request. Type: communicationsAlarm (4) Domain: service...
Page 123 Each entry represents a collection of filter mass criteria Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-85 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 124 — TimingReferenceTwoNotQualified Object Type (class): SyncReference Alarm ID: 546 Domain: sonet Type: communicationsAlarm (4) Self-clearing alarm raised: Yes Probable cause: timingReferenceNotQualified (418) 3-86 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 125 When configured, LREI traps are Domain: sonetequipment Probable cause: sectionB1Error (73) raised but not cleared. Self-clearing alarm raised: Yes (1 of 3) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-87 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 126 Type: communicationsAlarm (4) PREI traps are raised but not cleared Domain: sonetequipment Probable cause: pathRemoteB3Error (68) Self-clearing alarm raised: Yes (2 of 3) 3-88 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 127 Alarm ID: 419 Object Type (class): Instance Type: configurationAlarm (11) Domain: srrp Probable cause: Self-clearing alarm raised: No redundantIfNotProperlyPaired (312) (1 of 2) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-89 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 128 Object Type (class): Policy script or URL is operationally down. Type: configurationAlarm (11) Domain: subscrident Probable cause: backupDown (205) Self-clearing alarm raised: Yes 3-90 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 129 Object Type (class): Tunnel the SDP bindings indicated by Type: resourceAlarm (28) Domain: svt sdpBookedBandwidth exceeds Probable cause: tunnelOverbooked (442) Self-clearing alarm raised: No sdpMaxBookableBandwidth. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-91 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 130 Alarm name, ID, type, and probable Alarm severity, object type, Additional information cause(s) domain, and self-clearing attribute Alarm name: BootableConfigBackupFailed Severity: Major The 5620 SAM failed to back up the node configuration files. Alarm ID: 103 Object Type (class): BackupRestoreManager Type: configurationAlarm (11) Domain: sw...
Page 131 Alarm ID: 536 Object Type (class): BackupRestoreManager Type: configurationAlarm (11) Domain: sw Probable cause: versionMismatch (405) Self-clearing alarm raised: Yes (2 of 2) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-93 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 132 Alarm ID: 115 Object Type (class): DS3E3ChannelSpecifics Type: communicationsAlarm (4) Domain: tdmequipment Probable cause: alarmIndicationSignal (96) Self-clearing alarm raised: Yes (1 of 2) 3-94 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 133 Severity: Major — Alarm ID: 194 Object Type (class): TemplateBinding Type: configurationAlarm (11) Domain: template Probable cause: referencedObjectInvalid (152) Self-clearing alarm raised: Yes Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-95 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 134 Object Type (class): Cpaa Domain: topology Alarm ID: 433 Self-clearing alarm raised: Yes Type: topologyAlarm (34) Probable cause: tooManyBgpRouteForGivenRouteTarget (411) (1 of 4) 3-96 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 135 Object Type (class): Cpaa Alarm ID: 377 Domain: topology Type: topologyAlarm (34) Self-clearing alarm raised: Yes Probable cause: manyExternalLSAsFloodingIntoIGP (271) (2 of 4) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-97 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 136 Object Type (class): Router Alarm ID: 308 Domain: topology Type: topologyAlarm (34) Self-clearing alarm raised: Yes Probable cause: unstableLinksOnRouter (239) (3 of 4) 3-98 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 137 Alarm ID: 366 Object Type (class): TopologyRule fails. Type: configurationAlarm (11) Domain: tunnelmgmt Probable cause: Self-clearing alarm raised: No unableToCreateTunnelElement (263) (1 of 2) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-99 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 138 Object Type (class): Vlan configured with the same VLAN ID. Type: configurationAlarm (11) Domain: vlan Probable cause: topologyMisconfigured (81) Self-clearing alarm raised: Yes 3-100 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 139 Object Type (class): Vll mismatched encapsulation types. Alarm ID: 250 Domain: vll Type: configurationAlarm (11) Self-clearing alarm raised: No Probable cause: sapEncapsulationTypeIncompatible (189) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-101 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 140 Alarm ID: 218 Object Type (class): AbstractVpls Type: configurationAlarm (11) Domain: vpls Probable cause: missSpokeConfiguration Self-clearing alarm raised: Yes (172) (1 of 2) 3-102 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 141 Severity: Major — Alarm ID: 442 Object Type (class): Site Type: serviceAlarm (16) Domain: vprn Probable cause: Self-clearing alarm raised: Yes CommunityMisconfiguration (347) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3-103 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 142 Type: configurationAlarm (11) scheduler with scheduler policy that Domain: vs Probable cause: is specified in the Scheduler tab. undefinedSchedulerReference (101) Self-clearing alarm raised: Yes 3-104 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 143: Troubleshooting Services
4.1 5620 SAM troubleshooting support for services 4.2 Workflow to troubleshoot a service problem with no associated alarms 4.3 Service troubleshooting menus 4.4 Service troubleshooting procedures Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 144: Sam Troubleshooting Support For Services
Service assurance OAM diagnostics for troubleshooting services The procedures in this chapter use some of the service assurance test manager OAM diagnostic tools in the workflow to troubleshoot a service. See the 5620 SAM User Guide for descriptive information and how to use the OAM diagnostics.
Page 145: Workflow To Troubleshoot A Service Problem With No Associated Alarms
Verify the connectivity of the customer equipment using the entries in the FIB. See Procedure 4-3. Verify that the 5620 SAM service configuration aligns with the customer requirements. For example, ensure that 5620 SAM configuration uses the correct service type and SAP configuration, and that the circuit and site are included in the service.
Page 146: Service Troubleshooting Menus
(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 Procedure 4-10. Contact your Alcatel-Lucent technical support representative if the problem persists. See section for more information.
Page 147: Of Service Components
General Procedure 4.2. If the operational state is Down and the administrative state is Up for one or more service components, the 5620 SAM generates an alarm. You must investigate the root problem on the underlying object. See chapter more information.
Page 148: Procedure 4-3 To Verify The Fib Configuration
Procedure 4-4 To verify connectivity for all egress points in a service using MAC Ping and MAC Trace Choose Tools→Service Test Manager (STM) from the 5620 SAM main menu. The Manage Tests form appears. Click on the Create button.
Page 149 In particular, review the results in the Return Code column. Table lists the displayed messages. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 150 If MAC Ping and MAC Trace diagnostics did not return the expected results for the configuration of your network, go to step in general procedure 4.2. November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 151: Using Mef Mac Ping
Procedure 4-5 To verify connectivity for all egress points in a service using MEF MAC Ping Choose Tools→Service Test Manager (STM) from the 5620 SAM main menu. The Manage Tests form appears. Click on the Create button.
Page 152: Mtu Ping
MTU Ping Record the maximum frame transmission size for the service. Choose Manage→Service Tunnels from the 5620 SAM main menu. The Manage Service Tunnels form appears. Filter to list only the source and destination routers of the service tunnel and click on the Search button.
Page 153: Using Service Site Ping
Procedure 4-7 To verify the end-to-end connectivity of a service using Service Site Ping Choose Tools→Service Test Manager (STM) from the 5620 SAM main menu. The Manage Tests form appears. Click on the Create button. Choose Service Transport→Create Service Site Ping from the Create contextual menu.
Page 154 If the Service Site Ping fails, there is a loss of connectivity between the two sites. Log in to one of the sites using the CLI. Enter the following command: ping <destination_site_ip_address> ↵ 4-12 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 155: Tunnel Using Tunnel Ping
Procedure 4-8 To verify the end-to-end connectivity of a service tunnel using Tunnel Ping Choose Manage→Service Tunnels from the 5620 SAM main menu. The Manage Service Tunnels form appears. Filter to list only the source and destination routers of the service tunnel and click on the Search button.
Page 156 Request Terminated The operator terminated the request before a reply was received, or before the timeout of the request occurred. (1 of 2) 4-14 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 157: Using Lsp Ping
Procedure 4-9 To verify end-to-end connectivity of an MPLS LSP using LSP Ping Choose Tools→Service Test Manager (STM) from the 5620 SAM main menu. The Manage Tests form appears. Click on the Create button. Choose MPLS→Create LSP Ping from the Create contextual menu. The LSP Ping (Create) form appears with the General tab button selected.
Page 158 (9) One or more TLVs were not understood. If the LSP Ping passes, you have completed the workflow for troubleshooting services. Contact your Alcatel-Lucent technical support representative if the problem persists. See section for more information. If the LSP Ping fails, verify the administrative and operational status of the underlying L2 equipment.
Page 159: Trace
Alcatel-Lucent technical support representative. See section more information. Procedure 4-10 To review the route for an MPLS LSP using LSP Trace Choose Tools→Service Test Manager (STM) from the 5620 SAM main menu. The Manage Tests form appears. Click on the Create button.
Page 160: Procedure 4-11 To Review The Acl Filter
If a host is having a problem connecting to the network, one possibility for the problem is dropped packets as a result of anti-spoofing filters on the SAP. The 5620 SAM allows you to view the anti-spoof filters currently in effect on a SAP.
Page 161 Click on the Filters tab button. Click on the Find button to retrieve the current anti-spoof filters for the SAP. The Filters tab refreshes with a list of the current anti-spoof filters. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 4-19 3HE 04244 AAAB Ed.
Page 162 4 — Troubleshooting services 4-20 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 163: Troubleshooting Alarms Using Topology Maps
5 — Troubleshooting alarms using topology maps 5.1 Network topology map overview 5.2 Troubleshooting alarms using topology maps Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 164: Network Topology Map Overview
5 — Troubleshooting alarms using topology maps Network topology map overview Several network topology maps are available on the 5620 SAM. The maps display network objects. You can open contextual menus and submenus to open forms with additional information. For more information about topology maps, see the 5620 SAM User Guide.
Page 165: Interpreting Map Status Indicators
The color of the upper right corner of the topology group icon indicates the aggregated link status of the links in the topology group. (1 of 2) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 166: Troubleshooting Alarms Using Topology Maps
Purple indicates that a physical link is being diagnosed. Red indicates that the link is out of service or failed. (2 of 2) Table lists icon symbols and colors for 5620 SAM alarms. Table 5-4 Map alarm status indicators Map icon Alarm...
Page 167: Procedure 5-1 To Monitor Alarm Status On Maps
Click on the Faults tab button. The Faults tab form opens. View alarm status and diagnose the problem, as described in chapter 3. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01...
Page 168 5 — Troubleshooting alarms using topology maps November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 169 9 — Troubleshooting 5620 SAM clients 10 — Troubleshooting 5620 SAM server issues 11 — Troubleshooting the 5620 SAM database 12 — 5620 SAM client GUI warning message output 13 — Troubleshooting with Problems Encountered forms 14 — Troubleshooting with the client activity log Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3...
Page 170 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 171: Sam Logviewer
6.1 5620 SAM LogViewer overview 6.2 LogViewer GUI 6.3 LogViewer CLI 6.4 LogViewer procedures list 6.5 LogViewer GUI procedures 6.6 LogViewer CLI procedures 6-15 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 172: Sam Logviewer Overview
Automatically send a notification when a specified type of entry is logged. LogViewer is available on 5620 SAM main and auxiliary servers as a GUI and a CLI application. The GUI is more fully featured than the CLI, which is designed for use on a character-based console over a low-bandwidth connection, such as during a Telnet session.
Page 173: Logviewer Gui
Figure shows the LogViewer GUI with multiple open logs and describes the tool bar buttons on a tab that displays a currently active log. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 174 The GUI also includes a text-search function. November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 175: Logviewer Cli
LogViewer CLI The CLI-based 5620 SAM LogViewer works like the UNIX tail command when in display mode. The command mode has a multiple-level menu that you can display at any time. You can specify a command or log file using the minimum number of unique characters in the name, and can quickly toggle between the command and display modes.
Page 176: Logviewer Gui Procedures
Log in to the 5620 SAM server as an administrator. Note 1 — If the 5620 SAM server is installed on Solaris 9, you must log in as a user with root-equivalent privileges.
Page 177 To reposition a column, drag the column title bar to the desired position, or right-click on the column header and choose Move Left or Move Right from the contextual menu. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01...
Page 178 Select one or more filters in the list and click on the OK button. The filters are applied to the log view and are listed on the Filters sub-tab of the log tab. November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 179 Click on the OK button. The Compare Files form closes, and a second panel opens on the log tab to display the specified log. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01...
Page 180: Procedure 6-2 To Configure The Logviewer Application Using The Gui
Choose Edit→Options→General from the LogViewer main menu, or click on the Application options button in the main tool bar. The Options form opens with the General tab displayed. 6-10 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 181 Base File Messages Directory—Click in the parameter field and use the browser • form that opens to specify the base 5620 SAM log directory. Default Log Pattern—Edit this parameter to specify a regular expression that •...
Page 182: Procedure 6-3 To Manage Filters Using The Gui Filter Manager
Oracle Location—specifies the base 5620 SAM Oracle installation directory • • NMS Root—specifies the nms directory under the base 5620 SAM server installation directory Click on the Advanced tab to configure the parameters related to LogViewer performance. Caution — The parameters on the Advanced tab typically require configuration only when LogViewer has performance problems.
Page 183 Modify the match criteria as required. Click on the OK button to save the filter. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 6-13 3HE 04244 AAAB Ed. 01...
Page 184: Procedure 6-4 To Specify A Plug-In Using The Logviewer Gui
If you choose the Bring to Front plug-in, perform the following steps. Specify a regular expression as a match criterion in the Message Filter field. Go to step 8. 6-14 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 185: Logviewer Cli Procedures
Log in to the 5620 SAM server as an administrator. Note 1 — If the 5620 SAM server is installed on Solaris 9, you must log in as a user with root-equivalent privileges. Note 2 — If the 5620 SAM server is installed on Solaris 10, you must log in as the samadmin user.
Page 186 6 — 5620 SAM LogViewer If the 5620 SAM server is installed on a Windows PC, run the following script: path\nms\bin\logviewer.bat argument options parameter ↵ where path is the 5620 SAM server installation location, typically C:\5620sam\server argument is an argument listed in Table...
Page 187 ↵. LogViewer opens the file. Enter the following at the prompt to enter display mode and view the real-time log updates: return ↵ Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 6-17 3HE 04244 AAAB Ed. 01...
Page 188 At each prompt, enter a regular expression to use as a match criterion, if required, and press ↵. The following prompt is displayed: Display Filter? (Y/N): 6-18 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 189 Enter the following at the prompt to return to display mode: return ↵ Enter the following at the prompt to close LogViewer: quit ↵ Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 6-19 3HE 04244 AAAB Ed. 01...
Page 190: Procedure 6-6 To Configure The Logviewer Cli
To configure LogViewer file parsing, perform the following steps. Press ↵ to enter command mode. Enter the following at the root prompt: options ↵ The following prompt is displayed: 6-20 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 191: Procedure 6-7 To Specify Plug-Ins Using The Cli
Enter the name of a plug-in from the list and press ↵. You may be prompted for plug-in configuration information. Supply the information, as required. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 6-21 3HE 04244 AAAB Ed. 01...
Page 192 6 — 5620 SAM LogViewer Note — The currently available plug-ins and the associated configuration options are described in Procedure 6-4. 6-22 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 193: Troubleshooting Network Management Lan Issues
7 — Troubleshooting network management LAN issues 7.1 Troubleshooting network management domain LAN issues Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 194: Troubleshooting Network Management Domain Lan Issues
For information about network planning expertise, contact your Alcatel-Lucent technical support representative. See the 5620 SAM Planning Guide for more information about the bandwidth requirements. When you are using in-band management, ensure that the network devices used to transport the management traffic are up.
Page 195: Functions Are Unavailable
ARP • The 5620 SAM uses numerous TCP and UDP ports for communication between various services. Some of these ports, such as the SNMP trap port, are configured during installation. Other ports are configured automatically by the software.
Page 196: Procedure 7-4 Problem: Packet Size And Fragmentation Issues
Verify that large packets can travel from the managed devices to the 5620 SAM • by using CLI to ping the IP address of the 5620 SAM server, with a large packet. Ensure that the firewalls between the managed devices and the 5620 SAM •...
Page 197 > traceroute SAM_server_IP_address ↵ A list of hops and IP addresses appears. Ping the first hop in the route from the managed device to the 5620 SAM server: > ping intermediate_device_IP_address size 9216 ↵ A successful response indicates that the intermediate device supports large SNMP packets or packet fragmentation.
Page 198 7 — Troubleshooting network management LAN issues November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 199: Troubleshooting Solaris And Windows Platforms
8 — Troubleshooting Solaris and Windows platforms 8.1 Troubleshooting Solaris platforms 8.2 Troubleshooting Windows platforms Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 200: Troubleshooting Solaris Platforms
Provide the data collected in this procedure. You can also perform other procedures: • If you are you performing a large listing operation using the 5620 SAM client GUI or OSS, check the LAN throughput using the netstat command, as described in Procedure 9-3.
Page 201 Spins on mutexes (lock not acquired on first try) if the smtx number increases sharply, for instance from 30 to 300, a system resource bottleneck is indicated (1 of 2) Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 202 You can determine whether a machine is disk or I/O bound using the iostat command. You can also perform the following procedures: November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 203 To collect data to determine whether there is a disk bottleneck, type: iostat -x time ↵ where time is the time, in seconds, over which you want to collect data. Alcatel-Lucent recommends that you start with 2 s. To stop the iostat command, press CTRL-C.
Page 204: Platform
To collect data, type: vmstat s ↵ where s is the time, in seconds, over which you want to collect data. Alcatel-Lucent recommends that you start with 2 s. Review the vmstat output. The following is a sample of vmstat data. See Table for a description of the vmstat report.
Page 205 Check the minimum supported platform size for the software to ensure enough swap space is allocated. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 206: The Solaris Platform Is Disk Bound
Use a text editor, such as vi or textedit, to edit the vfstab file by typing: vi /etc/vfstab ↵ Move the cursor to the last line in the vfstab file and type: November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 207: Troubleshooting Windows Platforms
Troubleshooting Windows platforms Many of the commands in section and throughout the rest of the 5620 SAM Troubleshooting Guide can also be performed on a Windows platform PC. In all cases, the commands are run from the DOS command line. As well, you can check PC performance and running process details using the Task Manager.
Page 208 8 — Troubleshooting Solaris and Windows platforms 8-10 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 209: Troubleshooting 5620 Sam Clients
9 — Troubleshooting 5620 SAM clients 9.1 Troubleshooting common client application problems 9.2 Troubleshooting client GUI issues 9-11 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 210: Troubleshooting Common Client Application Problems
PC client • If the 5620 SAM client is installed on UNIX or Solaris and you receive a “Cannot execute” message when you try to run the client, the client executable file permission may have been reset by an event such as an auto-client update failure.
Page 211 Log on to the 5620 SAM server station as an administrative user. Note 1 — If the 5620 SAM server is installed on Solaris 9, you must log in as a user with root-equivalent privileges.
Page 212: With 5620 Sam Server
Firewalls between the 5620 SAM clients and the server are correctly configured • To check that the 5620 SAM client points to the correct IP address and port of the server, open the nms-client.xml file using a text editor. The default file location is installation_directory/nms/config.
Page 213: Procedure 9-3 Problem: Delayed Server Response To Client Activity
-i s ↵ where s is the time, in seconds, over which you want to collect data. Alcatel-Lucent recommends that you start with 50 s Review the output. The following is sample netstat output:...
Page 214: Nm Client
To stop the netstat command, press CTRL-C. Check that the client platform is appropriately sized. See the 5620 SAM Planning Guide for more information. Procedure 9-4 Problem: Cannot view 5620 SAM alarms using 5620 NM client Possible causes include incorrectly configured param.cfg parameters on the 5620 NM to...
Page 215 When you run the lpstat command and a message appears that the printer cannot be found, there is a connection problem between the machine and the printer. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 3HE 04244 AAAB Ed. 01...
Page 216: Managed State
Possible causes are: a corrupt or incorrectly entered 5620 SAM server license key • the 5620 SAM server license key is not for the correct hostid • the number of managed cards (MDAs) exceeds the 5620 SAM server license •...
Page 217 Suspend Retries or Resume Retries button. You can clear a deployment by clicking on the Clear button. When you clear a deployer, no further attempt is made to reconcile the network device status with the 5620 SAM database. Affected objects should be resynchronized.
Page 218: Procedure 9-8 Problem: Device Configuration Backup Not Occurring
Attribute: alarmClassTag Value: generic.DeploymentFailure The alarm also contains additional information, including the object affected by the alarm and the severity of the alarm. See the 5620 SAM-O OSS Interface Developer Guide for more information. Find the following text in the alarm: Attribute: requestID=requestID The parameter specifies the request id sent with the original request.
Page 219: Troubleshooting Client Gui Issues
Click on the OK button to save the changes and close the form. Troubleshooting client GUI issues The following procedures describe how to troubleshoot client GUI-specific issues. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 9-11 3HE 04244 AAAB Ed. 01...
Page 220: Procedure 9-9 Problem: 5620 Sam Client Gui Shuts Down Regularly
GUI, such as the equipment window, until the service is saved. The 5620 SAM displays a dialog box to indicate that configured objects in a configuration form are not saved until the parent configuration forms are saved.
Page 221: Complete
Alcatel-Lucent recommends that you use filters to restrict the number of items in a list or search operation to 10 000 or fewer. See the 5620 SAM User Guide for information about the 5620 SAM client GUI list and search functionality. See the 5620 SAM Planning Guide for information about 5620 SAM scalability and system capacity guidelines.
Page 222: Procedure 9-15 Problem: The 5620 Sam Client Gui Does Not Display Ne User Accounts Created, Modified, Or Deleted Using The Cli
NE user accounts created, modified, or deleted using the CLI When a NE user account is created, modified, or deleted using the CLI, the 5620 SAM client GUI does not update the user list in the NE User Profiles form. For increased security, the node does not send a trap for changes made to node user accounts.
Page 223 Right-click on the NE and choose Resync. The Resync menu option specifies that SNMP MIB and CLI information bases are reread to resynchronize them with the 5620 SAM, which also resynchronizes the network management settings with the router. Resynchronization does not impact the contents of the historical statistics database.
Page 224 9 — Troubleshooting 5620 SAM clients 9-16 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 225: Troubleshooting 5620 Sam Server Issues
10 — Troubleshooting 5620 SAM server issues 10.1 Troubleshooting 5620 SAM server issues procedures 10-2 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 10-1 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 226: Troubleshooting 5620 Sam Server Issues Procedures
• Log in to the 5620 SAM server as an administrator. Note 1 — If the 5620 SAM server is installed on Solaris 9, you must log in as a user with root-equivalent privileges. Note 2 — If the 5620 SAM server is installed on Solaris 10, you must log in as the samadmin user.
Page 227 10 — Troubleshooting 5620 SAM server issues Detailed 5620 SAM server information is displayed. If the 5620 SAM main server is installed on Windows, enter the following at the CLI prompt: path\nms\bin\nmsserver.bat appserver_status ↵ where path is the 5620 SAM server installation location, typically C:\5620sam\server The general 5620 SAM server application status is displayed.
Page 228 10 — Troubleshooting 5620 SAM server issues Option Description nms_info Returns the following information from the 5620 SAM database: • number of managed devices by device type; for example, 7750 SR • number of MDA ports by type • number of equipped ports by type •...
Page 229 10 — Troubleshooting 5620 SAM server issues To check the status of a 5620 SAM auxiliary server, perform the following steps. Enter the following at the CLI prompt: path/nms/bin/nmsserver.bach aux_status ↵ where path is the 5620 SAM server installation location, typically opt/5620sam/auxserver The general 5620 SAM server application status is displayed.
Page 230: Communicating
Verify that the database is running in the correct mode. • See the 5620 SAM Planning Guide for more information about the ports that must be available for the 5620 SAM to function. If the problem persists, collect the logs identified in Procedure and contact your Alcatel-Lucent support representative.
Page 231: A Network
10 — Troubleshooting 5620 SAM server issues Verify that the 5620 SAM server and client clocks are synchronized. To set the date and time for 5620 SAM server and client clocks, see the 5620 SAM Routine Maintenance Procedures Guide for more information.
Page 232 5620 SAM deployment. Open a 5620 SAM client GUI. Choose Administration→System Information. The System Information form opens. Click on the Faults tab button to view auxiliary server and general 5620 SAM system alarm information, if required. 10-8 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3...
Page 233: Or Alarm Performance Is Degraded
Caution — Exceeding the alarm limit configured in the nms-server.xml file may cause system performance problems. Check the status bar of the 5620 SAM client GUI status bar for indications that the maximum number of alarms for the system is reached.
Page 234: Procedure 10-8 Problem: All Snmp Traps From Managed Devices Are Arriving At One 5620 Sam Server, Or No Snmp Traps Are Arriving
5620 SAM server, or no SNMP traps are arriving When you install the 5620 SAM server, you specify the port on which SNMP traps arrive. In addition, two sets of configurations must be completed for SNMP trap notifications to work: •...
Page 235: Or Device Resynchronization Fails
10 — Troubleshooting 5620 SAM server issues Check the license-key status. The 5620 SAM generates an alarm when a license limit is exceeded or nearly exceeded. View the dynamic alarm list on the 5620 SAM client GUI, or the JMS real-time alarm feed from the 5620 SAM OSS client application for alarms related to nearing or exceeding a license limit.
Page 236: Network Devices
When 5620 SAM performance is slow, especially when performing network device resynchronizations, SNMP and IP performance along the in-band or out-of-band interfaces between the network device and the 5620 SAM server may be the problem. Check the following: •...
Page 237: Procedure 10-12 Problem: Statistics Are Rolling Over Too Quickly
OSS application requests data from the statistics tables less frequently • than the configured roll over interval FTP must be enabled on the managed device in order for the 5620 SAM to • retrieve statistics. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3...
Page 238: From The 5620 Sam
Procedure 10-13 Problem: Unable to receive alarms on the 5620 NM from the 5620 SAM Check that the 5620 NM AS tool is properly configured to receive 5620 SAM alarms. Ensure that the integration software is properly configured, as described in the 5620 SAM | 5650 CPAM Installation and Upgrade Guide.
Page 239: Troubleshooting The 5620 Sam Database
11 — Troubleshooting the 5620 SAM database 11.1 Database troubleshooting 11-2 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 11-1 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 240: Database Troubleshooting
Alcatel-Lucent technical-support representative for information about deleting archived log files. Perform a database backup using the 5620 SAM client GUI, as described in the 5620 SAM User Guide, or using the 5620 SAM database installer, as described in the 5620 SAM | 5650 CPAM Installation and Upgrade Guide.
Page 241: Procedure 11-3 Problem: I Need To Immediately Restore A Backed-Up Database To Recover From A Catastrophic Problem
Warning — Performing database modifications using Oracle database tools can cause irreparable harm to the database and your network management data, and can void your Alcatel-Lucent warranty or support agreement. Contact your Alcatel-Lucent technical-support representative for assistance with database troubleshooting.
Page 242 PC or workstation where the database restore is occurring matches the backup directory on the PC or workstation where the backup was made. Run the database installer, as described in the 5620 SAM | 5650 CPAM Installation and Upgrade Guide.
Page 243: Backupsets Error
Warning — Performing database modifications using Oracle database tools can cause irreparable harm to the database and your network management data, and can void your Alcatel-Lucent warranty or support agreement. Contact your Alcatel-Lucent technical-support representative for assistance with database troubleshooting.
Page 244: Procedure 11-7 Problem: Primary Or Standby Database Is Down
Procedure 11-7 Problem: Primary or standby database is down The status bar of the 5620 SAM client GUI indicates that the primary or standby database is down. Warning — Performing database modifications using Oracle database tools can cause irreparable harm to the database and your network management data, and can void your Alcatel-Lucent warranty or support agreement.
Page 245: Database Or Oracle Proxy
11-1 Table 11-1 oracleproxy.* flag options Flag option Description start Starts the 5620 SAM database Oracle proxy. Use of this should not be necessary, as the proxy starts by default following installation. no flag or help Lists available flag options.
Page 246 The following sample shows the output of the proxy_status option. Proxy is UP The following sample shows the output of the db_version option. 5620 SAM Version 6.0 R1 - Built on Wed Apr 23 10:30:02 EST 2008 11-8 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3...
Page 247: Sam Client Gui Warning Message Output
12 — 5620 SAM client GUI warning message output 12.1 5620 SAM client GUI warning message overview 12-2 12.2 Responding to 5620 SAM client GUI warning messages 12-5 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 12-1 3HE 04244 AAAB Ed. 01...
Page 248: Sam Client Gui Warning Message Overview
When an error condition is encountered that the 5620 SAM client has not anticipated, a Problems Encountered window is displayed. See section 13.1 for more information.
Page 249: Additional Information Required
12 — 5620 SAM client GUI warning message output Additional information required When the value selected for a parameter has a that requires another parameter to be configured, a warning message indicates the missing information that is required. For example, when you configure a new or existing user with MD5 or SHA as the value for the Authentication Protocol parameter, a password must be configured.
Page 250: Service Disruption Warning
12 — 5620 SAM client GUI warning message output Changes entered in the sub-form are not committed until you click on the OK or Apply button of the parent form. When you click on the OK or Apply button of the parent form, a final confirmation is displayed, as shown in Figure 12-4.
Page 251: Duplicate Configuration Form Conflicts
12 — 5620 SAM client GUI warning message output Verify that the requested action is appropriate. Click on the checkbox beside the statement “I understand the implications of this action” to continue with the action. Duplicate configuration form conflicts There are multiple ways to access a configuration form for the same object. For example, you can view the configuration form for a port by choosing Manage→Equipment, or you can access the port from the Application→Equipment...
Page 252 12 — 5620 SAM client GUI warning message output Correct the problem based on the information provided. For the example in Figure 12-8, configure the authentication order parameters. If you cannot correct the problem and continue to get the same warning message: Check the documentation to ensure that you are following the steps correctly.
Page 253: Troubleshooting With Problems Encountered Forms
13 — Troubleshooting with Problems Encountered forms 13.1 Problems Encountered form overview 13-2 13.2 Using Problems Encountered forms 13-3 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 13-1 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 254: Problems Encountered Form Overview
The information may not be enough for you to correct the problem. The information can be used by your technical support representative to help resolve the problem. 13-2 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 255: Using Problems Encountered Forms
The following procedure describes what to do before you contact your technical support representative when you cannot resolve a problem on the Problems Encountered form. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 13-3 3HE 04244 AAAB Ed. 01...
Page 256 For example, if you were trying to create a VLL service, record the details about the service that you were trying to create. Record the appropriate problem information, as described in section 1.3. Collect logs for your Alcatel-Lucent support representative, as described in Procedure 2-1. 13-4 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3...
Page 257: Troubleshooting With The Client Activity Log
14 — Troubleshooting with the client activity log 14.1 The 5620 SAM Usage and Activity Records overview 14-2 14.2 Using the 5620 SAM Usage and Activity Records forms 14-4 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 14-1 3HE 04244 AAAB Ed.
Page 258: The 5620 Sam Usage And Activity Records Overview
Table 14-1 describes the types of logs available in the 5620 SAM Usage and Activity Records form. Table 14-1 Log types available in the 5620 SAM Usage and Activity Records form Log name Description Database Log To view information about changes to the database...
Page 259 XML format. (Filtered lists of log entries can also be retrieved through the 5620 SAM-O interface.) You can use the XML log data as an archive mechanism or statistical analysis method. See the 5620 SAM-O OSS Interface Developer Guide for more information.
Page 260: Using The 5620 Sam Usage And Activity Records Forms
Violation of user permissions through the XML OSS interface Note The 5620 SAM also raises an alarm for log entries that are related to security. 14.2 Using the 5620 SAM Usage and Activity Records forms The following procedures describe how to use the 5620 SAM Usage and Activity Records form to correlate user requests and deployment activity.
Page 261: Procedure 14-2 To Identify The Database Activity For A User Request
Use the filter in the User Request Log (userlog) to list the requests for the request ID that you obtained in step 6. The 5620 SAM displays the filter results in the Userlog display area. The Operation Source column identifies the user associated with the failed deployment.
Page 262: Procedure 14-4 To Retrieve Historical User Logs
Use the filter in the Deployment Log (userlog) to list the deployment results associated with the request ID that you obtained in step 4. The 5620 SAM displays the search results. Identify whether the user action resulted in a successful network deployment by reviewing the status of the Result column.
Page 263 Close the 5620 SAM Usage and Activity Records form. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3...
Page 264 14 — Troubleshooting with the client activity log 14-8 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 265 5620 SAM server instance on a dedicated station that accepts processing server requests from, and is directed by, a 5620 SAM main server. A main server and one or more auxiliary servers that are in communication are collectively called a 5620 SAM server cluster.
Page 266 Glossary 5620 SAM main server A server instance in the 5620 SAM distributed server architecture that directs one or more 5620 SAM auxiliary servers and interacts with 5620 SAM clients. The term is meaningful only in the context of a distributed 5620 SAM server deployment;...
Page 267 IP addresses. boot option file A file that specifies the runtime image, configuration files, and other operational parameters during system initialization. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 GL-3 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 268 The CNM Toolkit is comprised of an Alcatel-Lucent servlet and related files that provide a simplified distributed interface to the 5620 SAM-O module.
Page 269 VPLS, a VLL, or other type of service site to eliminate the need for a full mesh of virtual circuits between devices in the VPLS. identifier or identification Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 GL-5 3HE 04244 AAAB Ed. 01...
Page 270 L3 contains a type field for traffic prioritization and forwarding based on the message type as well as on the network destination. GL-6 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 271 LAN medium. The MAC layer handles the recognition and identification of individual network devices. Every computer and network node has a MAC address that is encoded in hardware. Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 GL-7 3HE 04244 AAAB Ed.
Page 272 Part of telecom architecture that is used to configure and monitor the network and service elements. GL-8 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 273 A general term used to describe the costs, tasks involved, or other aspects of operating, administering, and managing a telecommunications network. The 5620 SAM provides a series of OAM tools to monitor and administer the network. operating system...
Page 274 A SAP is a point of communication exchange between an application and the LLC or between layers of software. service distribution path The 5620 SAM uses this term interchangeably with service tunnel. service-level See SLA. agreement GL-10 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3...
Page 275 The SSH protocol is used to protect communications between two hosts by encrypting a Telnet or FTP connection between the 5620 SAM and some nodes. 5620 SAM uses SSH version 1.5. Both ends of the client/server connection are authenticated, and passwords are protected by being encrypted.
Page 276 UNIX is a multi-user, multitasking operating system on mainframes, workstations, and PCs. UNIX is the basis of Solaris and SunOS, which are the operating systems that Sun workstations use. GL-12 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 277 Windows commonly allow a user to input data and initiate functions but some windows simply display information. workflow The 5620 SAM workflow is a defined series of tasks that describe how to install, configure, create, and manage services. X.733 ITU-T X.733...
Page 278 XML defines the syntax to customize markup languages. The markup languages are used to create, manage, and transmit documents across the Web. GL-14 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 279 5620 SAM-O server Oracle proxy server, 11-7 JVM errors, 10-6 Oracle troubleshooting restrictions, 11-2 troubleshooting, 10-2 platform recommendation, 11-2 primary database, 11-6 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 IN-1 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 280 VLAN, 3-100 L2 forwarding (l2fwd), 3-41 VLL, 3-101 L3 forwarding (l3fwd), 3-42 VPLS, 3-102 LAG, 3-44 VPRN, 3-103 LDP, 3-44 VRRP, 3-104 IN-2 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 281 Problems Encountered, 13-2, 14-2 5620 SAM database, 11-2 fragmentation, 7-4 database communication from 5620 SAM frame size problem; See MTU mismatch server, 10-6 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 IN-3 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 282 5620 SAM server, 10-10 workflow using alarms, 3-2 unmanaged 7750 SR router, 10-10 network management domain troubleshooting, login problems on the 5620 SAM client GUI, Network management troubleshooting, 2-3 LogViewer utility network topology map, 5-2 CLI-based, 6-5 Network troubleshooting, 2-2...
Page 283 5620 SAM clients, 9-6 5620 SAM database, 11-5 swap space, 8-8 primary database, 11-6 troubleshooting, 8-2 standby database, 11-6 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 IN-5 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 284 GUI searching and listing, 9-13 verify service connectivity, 4-11 guidelines, 1-4 verify service tunnel connectivity, 4-13 heartbeat messages not received, 10-6 verify states, 4-5 IN-6 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 285 12-5 service disruption, 12-4 unable to complete requested action, 12-3 Windows troubleshooting, 8-9 workflows troubleshooting network using 5620 SAM, troubleshooting services, 4-3 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 November 2008 IN-7 3HE 04244 AAAB Ed. 01 Troubleshooting Guide...
Page 286 Index IN-8 November 2008 Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3 Troubleshooting Guide 3HE 04244 AAAB Ed. 01...
Page 287: Technical Support
Customer documentation http://www.alcatel-lucent.com/osds Product manuals and documentation updates are available through the Alcatel-Lucent Support Documentation and Software Download service at alcatel-lucent.com. If you are a new user and require access to this service, please contact your Alcatel-Lucent sales representative. Technical support http://www.alcatel-lucent.com/support...

Alcatel-Lucent 5620 Troubleshooting Manual

Preface

Troubleshooting Overview

1 Troubleshooting Process

2 Troubleshooting Using 5620 SAM

Network Troubleshooting

3 Troubleshooting Network Alarms

4 Troubleshooting Services

5 Troubleshooting Alarms Using Topology Maps

6 SAM Logviewer

7 Troubleshooting Network Management LAN Issues

8 Troubleshooting Solaris and Windows Platforms

9 Troubleshooting 5620 SAM Clients

10 - Troubleshooting 5620 SAM Server Issues

11 - Troubleshooting the 5620 SAM Database

12 - 5620 SAM Client GUI Warning Message Output

13 - Troubleshooting with Problems Encountered Forms

14 - Troubleshooting with the Client Activity Log

Quick Links

Troubleshooting

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Summary of Contents for Alcatel-Lucent 5620

Table of Contents