Workflow To Troubleshoot A Service Problem With No Associated Alarms - Alcatel-Lucent 5620 Troubleshooting Manual

4.2 Workflow to troubleshoot a service problem with no
associated alarms
Sequentially perform the following tasks until you identify the root cause of the service
problem.
1
2
3
4
5
6
7
8
9
Alcatel-Lucent 5620 Service Aware Manager, Release 6.1 R3
3HE 04244 AAAB Ed. 01
Use the Manage→Services form to identify the service that you want to
investigate.
Double-click on the service. The Service (Edit) form appears.
Verify that there are no alarms associated with the service by clicking on the
Faults tab button in the Service form.
a If there are alarms that affect the service, see chapter 3.
b If there are no alarms that affect the service, go to step 4.
Determine whether the VPLS or VLL service is part of an H-VPLS configuration. See
Procedure 4-1.
Verify whether the administrative and operational states of each component of
the service are Up. See Procedure 4-2.
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.
Verify the connectivity of all egress points in the service. See Procedure
Procedure 4-5.
Use the results from the MAC Ping and MAC Trace diagnostics to choose one of the
following options:
a If the MAC Ping, MEF MAC Ping, or MAC Trace diagnostics returned the
expected results for the configuration of your network:
i Measure the frame transmission size on all objects associated with the
service such as the service sites, access and network ports, service
tunnels, and circuits. See Procedure 4-6.
ii Review the ACL filter policies to ensure that the ACL filter for the port
is not excluding packets that you want to test. See Procedure 4-11.
iii Verify the QoS configuration.
b If the MAC Ping and MAC Trace diagnostics did not return the expected results
for the configuration of your network:
i Verify the end-to-end connectivity on the service using the Service Site
Ping diagnostic. See Procedure 4-7.
Troubleshooting Guide
4 — Troubleshooting services
November 2008
4-4 or
4-3