Alcatel-Lucent 5620 User manual

Alcatel-Lucent 5620
SERVICE AWARE MANAGER | RELEASE 8.0
TROUBLESHOOTING GUIDE
3HE 05723 AAAD TQZZA Edition 01
Alcatel-Lucent Proprietary
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Alcatel-Lucent products are intended for commercial uses. Without the appropriate network design
engineering, they must not be sold, licensed or otherwise distributed for use in any hazardous
environments requiring fail-safe performance, such as in the operation of nuclear facilities, aircraft
navigation or communication systems, air traffic control, direct life-support machines, or weapons
systems, in which the failure of products could lead directly to death, personal injury, or severe physical
or environmental damage. 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
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English version and any other version of a document, the English version shall prevail.

iii
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
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Program on a backup system, but only for such limited time as is required to
rectify the failure.
1.2 Customer acknowledges that Alcatel-Lucent may have encoded within the
Licensed Program optional functionality and capacity (including, but not
limited to, the number of equivalent nodes, delegate workstations, paths and
partitions), which may be increased upon the purchase of the applicable license
extensions.
1.3 Use of the Licensed Program may be subject to the issuance of an application
key, which shall be conveyed to the Customer in the form of a Supplement to
this End User License Agreement. The purchase of a license extension may
require the issuance of a new application key.
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expressly granted to Customer herein, shall remain vested in Alcatel-Lucent or
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Program except as specifically authorized under this Agreement.
Notwithstanding the foregoing, Customer is authorized to make one copy for
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any full or partial copies made by it.
3. TERM
3.1 This Agreement shall become effective for each Licensed Program upon
delivery of the Licensed Program to Customer.

iv
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
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of this Agreement and such breach is not rectified within 15 days of receipt of
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3.3 Upon termination of this Agreement, Customer shall return or destroy all
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Customer for all fees, and any taxes, duties and other charges. Customer will
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the extension. All amounts shall be due and payable within thirty (30) days of
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rate of 1 1/2% per month (19.6% per annum).
5. SUPPORT AND UPGRADES
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Program only to the extent provided for in the applicable Alcatel-Lucent
software support policy in effect from time to time, and upon payment of any
applicable fees. Unless expressly excluded, this Agreement shall be deemed to
apply to all updates, upgrades, revisions, enhancements and other software
which may be supplied by Alcatel-Lucent to Customer from time to time.
6. WARRANTIES AND INDEMNIFICATION
6.1 Alcatel-Lucent warrants that the Licensed Program as originally delivered to
Customer will function substantially in accordance with the functional
description set out in the associated user documentation for a period of 90 days
from the date of shipment, when used in accordance with the user
documentation. Alcatel-Lucent's sole liability and Customer's sole remedy for
a breach of this warranty shall be Alcatel-Lucent's good faith efforts to rectify
the nonconformity or, if after repeated efforts Alcatel-Lucent is unable to
rectify the nonconformity, Alcatel-Lucent shall accept return of the Licensed
Program and shall refund to Customer all amounts paid in respect thereof. This
warranty is available only once in respect of each Licensed Program, and is not
renewed by the payment of an extension charge or upgrade fee.

v
6.2 ALCATEL-LUCENT EXPRESSLY DISCLAIMS ALL OTHER
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OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING
WITHOUT LIMITATION, WARRANTIES OR REPRESENTATIONS OF
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OF THE LICENSED PROGRAM WILL BE ERROR FREE OR THAT THE
LICENSED PROGRAMS WILL NOT INFRINGE UPON ANY THIRD
PARTY RIGHTS.
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extent that it is based on a claim that the Licensed Program furnished by
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. Notwithstanding the foregoing,
Alcatel-Lucent shall have no liability if the claim results from any modification
or unauthorized use of the Licensed Program by Customer, and Customer shall
defend and indemnify Alcatel-Lucent against any such claim.
6.4 Alcatel-Lucent Products are intended for standard commercial uses. Without
the appropriate network design engineering, they must not be sold, licensed or
otherwise distributed for use in any hazardous environments requiring fail safe
performance, such as in the operation of nuclear facilities, aircraft navigation
or communication systems, air traffic control, direct life-support machines, or
weapons systems, in which the failure of products could lead directly to death,
personal injury, or severe physical or environmental damage. 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 also 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.
7. LIMITATION OF LIABILITY
7.1 IN NO EVENT SHALL THE TOTAL COLLECTIVE LIABILITY OF
ALCATEL-LUCENT, ITS EMPLOYEES, DIRECTORS, OFFICERS OR
AGENTS FOR ANY CLAIM, REGARDLESS OF VALUE OR NATURE,
EXCEED THE AMOUNT PAID UNDER THIS AGREEMENT FOR THE
LICENSED PROGRAM THAT IS THE SUBJECT MATTER OF THE
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OF ALCATEL-LUCENT, ITS EMPLOYEES, DIRECTORS, OFFICERS OR
AGENTS FOR ALL CLAIMS EXCEED THE TOTAL AMOUNT PAID BY
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FORESEEABLE, AND/OR THE PARTY HAD BEEN ADVISED OF THE
POSSIBILITY OF SUCH DAMAGES.
7.2 The foregoing provision limiting the liability of Alcatel-Lucent's employees,
agents, officers and directors shall be deemed to be a trust provision, and shall
be enforceable by such employees, agents, officers and directors as trust
beneficiaries.

vi
8. GENERAL
8.1 Under no circumstances shall either party be liable to the other for any failure
to perform its obligations (other than the payment of any monies owing) where
such failure results from causes beyond that party's reasonable control.
8.2 This Agreement constitutes the entire agreement between Alcatel-Lucent and
Customer and supersedes all prior oral and written communications. All
amendments shall be in writing and signed by authorized representatives of
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8.3 If any provision of this Agreement is held to be invalid, illegal or
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in full force and effect.
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. The Customer agrees to be
bound by any license agreement for such freeware or shareware. CUSTOMER
ACKNOWLEDGES AND AGREES THAT THE THIRD PARTY SOURCE
PROVIDES NO WARRANTIES AND SHALL HAVE NO LIABILITY
WHATSOEVER IN RESPECT OF CUSTOMER'S POSSESSION AND/OR
USE OF THE FREEWARE OR SHAREWARE.
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written notice to Customer, to periodically inspect Customer's premises and
such documents as it may reasonably require, for the exclusive purpose of
verifying Customer's compliance with its obligations under this Agreement.
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such address as may be specified from time to time. Notices shall be deemed
to have been received five days after deposit with a post office when sent by
registered or certified mail, postage prepaid and receipt requested.
8.7 If the Licensed Program is being acquired by or on behalf of any unit or agency
of the United States Government, the following provision shall apply: If the
Licensed Program is supplied to the Department of Defense, it shall be
classified as "Commercial Computer Software" and the United States
Government is acquiring only "restricted rights" in the Licensed Program as
defined in DFARS 227-7202-1(a) and 227.7202-3(a), or equivalent. If the
Licensed Program is supplied to any other unit or agency of the United States
Government, rights will be defined in Clause 52.227-19 or 52.227-14 of the
FAR, or if acquired by NASA, Clause 18-52.227-86(d) of the NASA
Supplement to the FAR, or equivalent. If the software was acquired under a
contract subject to the October 1988 Rights in Technical Data and Computer
Software regulations, use, duplication and disclosure by the Government is
subject to the restrictions set forth in DFARS 252-227.7013(c)(1)(ii) 1988, or
equivalent.
8.8 Customer shall comply with all export regulations pertaining to the Licensed
Program in effect from time to time. Without limiting the generality of the
foregoing, Customer expressly warrants that it will not directly or indirectly
export, reexport, or transship the Licensed Program in violation of any export
laws, rules or regulations of Canada, the United States or the United Kingdom.

vii
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.
8.10 This Agreement shall be governed by and construed in accordance with the
laws of the Province of Ontario. The application of the United Nations
Convention on Contracts for the International Sale of Goods is hereby
expressly excluded.

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Preface
The Preface provides general information about the 5620 Service Aware Manager
documentation suite.
5620 SAM documentation suite
The 5620 SAM documentation suite describes the 5620 SAM and the associated
network management of its supported devices. Contact your Alcatel-Lucent support
representative for information about specific network or facility considerations.
Table 1lists the documents in the 5620 SAM documentation suite.
Table 1 5620 SAM documentation
Note — You can use the Search function of Acrobat Reader
(File→Search) to find a term in a PDF of this document. To refine
your search, use appropriate search options (for example, search for
whole words only or enable case-sensitive searching). You can also
search for a term in multiple PDFs at once. For more information, see
the Help for Acrobat Reader.
5620 SAM | 5650 CPAM Installation and Upgrade Guide
The 5620 SAM | 5650 CPAM Installation and Upgrade Guide contains configuration information and
procedures for:
•Installing the 5620 SAM on a Windows or Solaris platform
•Installing database, server, and client components in a standalone configuration on a Windows
or Solaris platform
•Installing database, server, and client components in a redundant configuration on a Solaris
platform
•Configuring a system such as the 5620 NM for interaction with the 5620 SAM
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5620 SAM User Guide
The 5620 SAM User Guide uses a task-based format. Each chapter contains:
•A workflow that describes the steps for configuring and using the functionality
•A list of the GUI menus or commands related to the functionality
•A list of the procedures related to the functionality
•Detailed procedures that list the configurable parameters on the associated forms
There are dynamic links between the procedures in the 5620 SAM User Guide and the parameter
descriptions in the 5620 SAM Parameter Guide. See Procedure 2for more information.
5620 SAM Parameter Guide
The 5620 SAM Parameter Guide provides:
•Parameter descriptions that include value ranges and default values
•Parameter options and option descriptions
•Parameter and option dependencies
•Parameter mappings to the 5620 SAM-O XML equivalent property names
There are dynamic links between the procedures in the 5620 SAM User Guide and the parameter
descriptions in the 5620 SAM Parameter Guide. See Procedure 2for more information.
5620 SAM Statistics Management Guide
The 5620 SAM Statistics Management Guide provides information on how to perform the following
tasks using the 5620 SAM:
•Manage statistics collection
•View a list of the MIB counters that are available for collection
5620 SAM Scripts and Templates Developer Guide
The 5620 SAM Scripts and Templates Developer Guide provides information that allows you to
develop, manage, and execute CLI-based or XML-based scripts or templates.
The guide is intended for developers, skilled administrators, and operators who are expected to be
familiar with the following:
•CLI scripting, XML, and Velocity engine
•Basic scripting or programming
•5620 SAM functionality
5620 SAM Troubleshooting Guide
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:
•Alarm conditions on a network object or customer service
•Problems on customer services with no associated alarms
•List problem scenarios, possible solutions, and tools to help check:
•Network management LANs
•PC and Sun platforms, and operating systems
•5620 SAM client GUIs and client OSS applications
•5620 SAM servers
•5620 SAM databases
5620 SAM Maintenance Guide
The 5620 SAM Maintenance Guide provides procedures for:
•Generating baseline information for 5620 SAM applications
•Performing daily, weekly, monthly, and as-needed maintenance activities for
5620 SAM-managed networks
5620 SAM Integration Guide
The 5620 SAM Integration Guide provides information about the ability of the 5620 SAM to integrate
with additional components.
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Procedure 1 To find the 5620 SAM user documentation
The user documentation is available from the following sources:
•the User_Documentation directory on the product DVD-ROM
•Help→5620 SAM User Documentation in the 5620 SAM client GUI main menu
5620 SAM System Architecture Guide
The 5620 SAM System Architecture Guide is intended for technology officers and network planners
to increase their knowledge of the 5620 SAM software structure and components. It describes the
system structure, software components, and interfaces of the 5620 Service Aware Manager. In
addition, 5620 SAM fault tolerance, security, and network management capabilities are discussed
from an architectural perspective.
5620 SAM-O OSS Interface Developer Guide
The 5620 SAM-O OSS Interface Developer Guide provides information that allows you to do the
following:
•Use the 5620 SAM-O OSS interface to access network management information.
•Learn about the information model associated with the managed network.
•Develop OSS applications using the packaged methods, classes, data types, and objects
necessary to manage 5620 SAM functionality.
5620 SAM LTE User Guide
The 5620 SAM LTE User Guide describes how to discover, configure, and manage LTE devices using
the 5620 SAM. The guide is intended for LTE network planners, administrators, and operators.
Alcatel-Lucent recommends that you review the entire 5620 SAM LTE User Guide before you attempt
to use the 5620 SAM in your LTE network.
5620 SAM Planning Guide
The 5620 SAM Planning Guide provides information on 5620 SAM scalability and recommended
hardware configurations.
5620 SAM NE Compatibility Guide
The 5620 SAM NE Compatibility Guide provides release-specific information about the compatibility
of managed device features in 5620 SAM releases.
5620 SAM Release Description
The 5620 SAM Release Description provides information on the new features associated with a
5620 SAM software release.
5620 SAM Glossary
The 5620 SAM Glossary defines terms and acronyms used in all of the 5620 SAM documentation
Note — Users of Mozilla browsers may receive an error message when
using the User Documentation Index page (index.html) to open the PDF
files in the 5620 SAM documentation suite. The offline storage and
default cache values used by the browsers are the cause of the error
message.
Alcatel-Lucent recommends changing the offline storage (Mozilla
Firefox) or cache (Mozilla 1.7) values to 100 Mbytes to eliminate the
error message.
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Procedure 2 To view 5620 SAM Parameter Guide parameter
descriptions from the 5620 SAM User Guide
You can click on a parameter name in a 5620 SAM User Guide procedure to open the
matching parameter description in the 5620 SAM Parameter Guide. Ensure the
following conditions are true beforehand:
•the 5620 SAM Parameter Guide and 5620 SAM User Guide are located in and
opened from the same directory
•Adobe Reader Release 5.0 or later is installed
1To view a parameter description when the 5620 SAM User Guide and the 5620 SAM
Parameter Guide are open:
iOpen the 5620 SAM User Guide PDF using Adobe Acrobat.
ii Open the 5620 SAM Parameter Guide PDF using Adobe Acrobat.
iii Click on a parameter name in a procedure in the 5620 SAM User Guide. The
parameter description is displayed in the 5620 SAM Parameter Guide.
2To view parameter descriptions when only the 5620 SAM User Guide is open:
iOpen the 5620 SAM User Guide PDF using Adobe Acrobat.
ii Click on a parameter name in a procedure in the 5620 SAM User Guide. The
5620 SAM User Guide closes and the 5620 SAM Parameter Guide opens to
display the parameter description.
iii Double-click on the Previous View button in Adobe Acrobat to re-open the
5620 SAM User Guide. The 5620 SAM User Guide opens and displays the
parameter from step ii.
iv Click on the parameter name from step ii. The parameter description is
displayed in the 5620 SAM Parameter Guide.
Prerequisites
Readers of the 5620 SAM documentation suite are assumed to be familiar with the
following:
•5620 SAM software structure and components
•5620 SAM GUI operations and tools
•Typical 5620 SAM management tasks and procedures
•Node and network management concepts
Conventions
Table 2lists the conventions that are used throughout the documentation.
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Table 2 Documentation conventions
Procedures with options or substeps
When there are options in a procedure, they are identified by letters. When there are
substeps in a procedure, they are identified by Roman numerals.
Example of options in a procedure
At step 1, you can choose option aor b. At step 2, you must do what the step
indicates.
1This step offers two options. You must choose one of the following.
aThis is one option.
bThis is another option.
2You must perform this step.
Example of substeps in a procedure
At step 1, you must perform a series of substeps within a step. At step 2, you must
do what the step indicates.
1This step has a series of substeps that you must perform to complete the step. You
must perform the following substeps.
iThis is the first substep.
ii This is the second substep.
iii This is the third substep.
2You must perform this step.
Convention Description Example
Key name Press a keyboard key Delete
Italics Identifies a variable hostname
Key+Key Type the appropriate consecutive keystroke sequence CTRL+G
Key–Key Type the appropriate simultaneous keystroke sequence CTRL–G
* An asterick is a wildcard character, which means “any
character” in a search argument.
log_file*.txt
↵Press the Return key ↵
— An em dash indicates there is no information. —
→Indicates that a cascading submenu results from selecting a
menu item
Policies→Alarm
Policies
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Measurement Conventions
Measurements in this document are expressed in metric units and follow the Système
international d’unités (SI) standard for abbreviation of metric units. If imperial
measurements are included, they appear in brackets following the metric unit.
Table 3lists the measurement symbols used in this document.
Table 3 Bits and bytes conventions
Important information
The following conventions are used to indicate important information:
Measurement Symbol
bit b
byte byte
kilobits per second kb/s
Warning — Warning indicates that the described activity or situation
may, or will, cause equipment damage or serious performance
problems.
Caution — Caution indicates that the described activity or situation
may, or will, cause service interruption.
Note — Notes provide information that is, or may be, of special
interest.
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Contents
Preface ix
5620 SAM documentation suite ...................................................................... ix
Procedure 1 To find the 5620 SAM user documentation......................... xi
Procedure 2 To view 5620 SAM Parameter Guide parameter
descriptions from the 5620 SAM User Guide ................................ xii
Prerequisites........................................................................................... xii
Conventions............................................................................................ xii
Procedures with options or substeps .............................................. xiii
Measurement Conventions ...........................................................xiv
Important information................................................................xiv
Troubleshooting overview
1 — Troubleshooting process 1-1
1.1 Troubleshooting process ............................................................... 1-2
Network maintenance ............................................................... 1-2
1.2 Troubleshooting problem-solving model............................................. 1-2
Establish a performance baseline ................................................. 1-2
Categorize the problem ............................................................. 1-3
Identify the root cause of the problem ........................................... 1-3
Plan corrective action and resolve the problem ................................ 1-4
Verify the solution to the problem ................................................ 1-4
1.3 Troubleshooting guidelines ............................................................ 1-4
1.4 Before you call support ................................................................ 1-5
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2 — 5620 SAM troubleshooting 2-1
2.1 5620 SAM troubleshooting process.................................................... 2-2
Troubleshooting the managed-NE network....................................... 2-2
Troubleshooting the network management domain ............................ 2-3
2.2 5620 SAM troubleshooting tools....................................................... 2-4
OAM diagnostics ...................................................................... 2-4
Log files................................................................................ 2-4
2.3 Workflow for 5620 SAM troubleshooting............................................. 2-4
2.4 5620 SAM troubleshooting procedures ............................................... 2-8
Procedure 2-1 To collect the 5620 SAM log files ............................... 2-8
Troubleshooting the managed network
3 — Troubleshooting using network alarms 3-1
3.1 Troubleshooting using network alarms .............................................. 3-2
3.2 Workflow to troubleshoot using network alarms ................................... 3-2
3.3 Troubleshooting using network alarms procedures ................................ 3-3
Procedure 3-1 To view and sort alarms in the dynamic alarm list........... 3-3
Procedure 3-2 To view object alarms and aggregated object alarms....... 3-4
Procedure 3-3 To categorize alarms by object hierarchy ..................... 3-4
Procedure 3-4 To acknowledge alarms........................................... 3-8
Procedure 3-5 To determine probable cause and root cause using
alarm and affected object information.................................... 3-10
Procedure 3-6 To determine root cause using related objects ............. 3-12
3.4 Sample problems ....................................................................... 3-13
Troubleshooting a service equipment problem................................. 3-13
Procedure 3-7 To troubleshoot a service equipment problem .............. 3-14
Procedure 3-8 To clear alarms related to an equipment problem.......... 3-15
Troubleshooting an underlying port state problem ............................ 3-15
Procedure 3-9 To troubleshoot an underlying port state problem ......... 3-16
Procedure 3-10 To clear alarms related to an underlying port state
problem ......................................................................... 3-19
Troubleshooting a service configuration problem.............................. 3-20
Procedure 3-11 To troubleshoot a service configuration problem.......... 3-20
Procedure 3-12 To clear a Frame Size Problem (MTU Mismatch)
alarm ............................................................................ 3-21
3.5 Alarm description tables .............................................................. 3-23
4 — Troubleshooting services and connectivity 4-1
4.1 Troubleshooting services and connectivity.......................................... 4-2
STM OAM diagnostics for troubleshooting ........................................ 4-2
Sample network ...................................................................... 4-2
4.2 Workflow to troubleshoot a service or connectivity problem .................... 4-3
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4.3 Service and connectivity troubleshooting procedures............................. 4-4
Procedure 4-1 To identify whether a VPLS is part of an H-VPLS ............. 4-4
Procedure 4-2 To verify the operational and administrative states
of service components......................................................... 4-5
Procedure 4-3 To verify the FIB configuration.................................. 4-6
Procedure 4-4 To verify connectivity for all egress points in a
service using MAC Ping and MAC Trace ..................................... 4-6
Procedure 4-5 To verify connectivity for all egress points in a service
using MEF MAC Ping ............................................................ 4-8
Procedure 4-6 To measure frame transmission size on a service using
MTU Ping......................................................................... 4-9
Procedure 4-7 To verify the end-to-end connectivity of a service
using Service Site Ping........................................................ 4-10
Procedure 4-8 To verify the end-to-end connectivity of a service
tunnel using Tunnel Ping ..................................................... 4-12
Procedure 4-9 To verify end-to-end connectivity of an MPLS LSP
using LSP Ping.................................................................. 4-14
Procedure 4-10 To review the route for an MPLS LSP using LSP
Trace ............................................................................ 4-16
Procedure 4-11 To review ACL filter properties ............................... 4-17
Procedure 4-12 To view anti-spoof filters ...................................... 4-17
Procedure 4-13 To retrieve MIB information from a generic NE using
the snmpDump utility......................................................... 4-18
5 — Troubleshooting using topology maps 5-1
5.1 Network topology map overview ..................................................... 5-2
Interpreting map status indicators ................................................ 5-3
5.2 Troubleshooting alarms using topology maps....................................... 5-4
Procedure 5-1 To monitor alarm status on maps ............................... 5-5
Procedure 5-2 To find the source of an alarm using a map................... 5-5
Network management troubleshooting
6 — 5620 SAM LogViewer 6-1
6.1 5620 SAM LogViewer overview ........................................................ 6-2
Configuration ......................................................................... 6-2
Filters .................................................................................. 6-2
Plug-ins ................................................................................ 6-2
6.2 LogViewer GUI ........................................................................... 6-3
Overview .............................................................................. 6-3
6.3 LogViewer CLI............................................................................ 6-5
6.4 LogViewer GUI procedures............................................................. 6-5
Procedure 6-1 To display logs using the LogViewer GUI....................... 6-5
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
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6.5 LogViewer CLI procedures ............................................................ 6-15
Procedure 6-5 To display logs using the LogViewer CLI ...................... 6-15
Procedure 6-6 To configure the LogViewer CLI ................................ 6-20
Procedure 6-7 To specify plug-ins using the CLI ............................... 6-21
7 — Troubleshooting network management LAN issues 7-1
7.1 Troubleshooting network management domain LAN issues....................... 7-2
Procedure 7-1 Problem: All network management domain PCs and
workstations are experiencing performance degradation ............... 7-2
Procedure 7-2 Problem: Lost connectivity to one or more network
management domain PCs or workstations.................................. 7-2
Procedure 7-3 Problem: Another machine can be pinged, but some
functions are unavailable ..................................................... 7-4
Procedure 7-4 Problem: Packet size and fragmentation issues .............. 7-4
8 — Troubleshooting Solaris and Windows platforms 8-1
8.1 Troubleshooting Solaris platforms .................................................... 8-2
Procedure 8-1 Problem: Slow processing on a Solaris workstation
and CPU peaks .................................................................. 8-2
Procedure 8-2 Problem: Slow performance on a Solaris workstation,
but no spike or peak in the CPU ............................................. 8-4
Procedure 8-3 Problem: There is excess disk activity on my Solaris
platform ......................................................................... 8-6
Procedure 8-4 Problem: There is not enough swap space added or
the Solaris platform is disk bound ........................................... 8-8
8.2 Troubleshooting Windows platforms ................................................. 8-9
9 — Troubleshooting 5620 SAM clients 9-1
9.1 Troubleshooting common client application problems............................ 9-2
Procedure 9-1 Problem: Cannot start 5620 SAM client, or error
message during client startup................................................ 9-2
Procedure 9-2 Problem: 5620 SAM client unable to communicate
with 5620 SAM server .......................................................... 9-4
Procedure 9-3 Problem: Delayed server response to client activity ........ 9-4
Procedure 9-4 Problem: Cannot view 5620 SAM alarms using
5620 NM client .................................................................. 9-6
Procedure 9-5 Problem: Unable to print from Solaris platform client ...... 9-7
Procedure 9-6 Problem: Cannot place newly discovered device in
managed state .................................................................. 9-8
Procedure 9-7 Problem: I performed an action, such as saving a
configuration, but I cannot see any results ................................ 9-9
Procedure 9-8 Problem: Device configuration backup not occurring ...... 9-11
9.2 Troubleshooting client GUI issues ................................................... 9-12
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........................................................................ 9-13
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Procedure 9-12 Problem: Cannot select certain menu options or
cannot save certain configurations ......................................... 9-13
Procedure 9-13 Problem: Cannot clear alarms using 5620 SAM client
GUI............................................................................... 9-13
Procedure 9-14 Problem: Cannot open user documentation from
5620 SAM client GUI........................................................... 9-14
Procedure 9-15 Problem: The 5620 SAM client GUI does not display
NE user accounts created, modified, or deleted using the CLI ........ 9-15
10 — Troubleshooting 5620 SAM server issues 10-1
10.1 Troubleshooting 5620 SAM server issues procedures ............................. 10-2
Procedure 10-1 Problem: Cannot start a 5620 SAM server, or unsure
of 5620 SAM server status .................................................... 10-2
Procedure 10-2 Problem: 5620 SAM server and database not
communicating ................................................................ 10-6
Procedure 10-3 Problem: A 5620 SAM server starts up, and then
quickly shuts down ............................................................ 10-6
Procedure 10-4 Problem: Client not receiving server heartbeat
messages........................................................................ 10-7
Procedure 10-5 Problem: A 5620 SAM server cannot be reached over
a network....................................................................... 10-7
Procedure 10-6 Problem: Excessive 5620 SAM server-to-client
response time .................................................................. 10-8
Procedure 10-7 Problem: Unable to receive alarms on the 5620 SAM,
or alarm performance is degraded ......................................... 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 ......................................... 10-11
Procedure 10-11 Problem: Slow or failed resynchronization with
network devices ............................................................. 10-13
Procedure 10-12 Problem: Statistics are rolling over too quickly ........ 10-14
Procedure 10-13 Problem: Unable to receive alarms on the 5620 NM
from the 5620 SAM .......................................................... 10-14
11 — Troubleshooting the 5620 SAM database 11-1
11.1 Database troubleshooting............................................................. 11-2
Procedure 11-1 Problem: My database is running out of disk space........ 11-2
Procedure 11-2 Problem: A short database backup interval is
creating database performance issues ..................................... 11-3
Procedure 11-3 Problem: I need to immediately restore a backed-up
database to recover from a catastrophic problem....................... 11-3
Procedure 11-4 Problem: I need to restore a database ...................... 11-4
Procedure 11-5 Problem: The database restore fails with a no
backup sets error.............................................................. 11-5
Procedure 11-6 Problem: Database redundancy is not working............. 11-5
Procedure 11-7 Problem: Primary or standby database is down ............ 11-6
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Procedure 11-8 Problem: Unable to verify that Oracle database and
listener services are started ................................................. 11-7
Procedure 11-9 Problem: Unable to verify status or version of the
database or Oracle proxy .................................................... 11-7
12 — 5620 SAM client GUI warning message output 12-1
12.1 5620 SAM client GUI warning message overview .................................. 12-2
Incorrect data entry ................................................................ 12-2
Additional information required .................................................. 12-3
Unable to complete requested action ........................................... 12-3
Commitment of changes from a form and its sub-forms ...................... 12-3
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 Problems Encountered form overview .............................................. 13-2
13.2 Using Problems Encountered forms ................................................. 13-3
Procedure 13-1 To view additional problem information .................... 13-3
Procedure 13-2 To collect problem information for technical
support.......................................................................... 13-4
14 — Troubleshooting with the client activity log 14-1
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
Procedure 14-1 To identify the user associated with a network
problem ......................................................................... 14-5
Procedure 14-2 To identify the database activity for a user request ...... 14-5
Procedure 14-3 To identify the deployment results for a user
request.......................................................................... 14-6
Procedure 14-4 To retrieve historical user logs ............................... 14-6
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