Home Gateway and Home Networking Diagnostics

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1 HGI Spotlight paper Home Gateway and Home Networking Diagnostics We live in an increasingly connected digital world, and in spite of the proliferation of personal mobile devices, one of the most complex environments remains the home; here Services Providers face the challenge of delivering multiple services at high quality levels at an affordable cost. This is the motivation for HGI s longstanding work on Home Diagnostics. HGI s new requirement document in this area, HGI-RD016, sets out statistics, performance and diagnostics tools as a basis for a common industry approach to troubleshooting. It targets increased process automation and selfcare as key approaches to reduce operational costs. The challenge of Home Diagnostics Today s homes are packed with a wide variety of digital devices including PCs, laptops, HD TVs, tablets, and game consoles. Connection speeds range from 1Mb/s to more than 100Mb/s and smartphones have become an indispensable personal item. Along with new devices have come applications that increase the interconnection among people and these devices. The world is now truly connected. Broadband Service Providers are playing a key role in this revolution, but face ever increasing customer expectations with regard to not just price and speed, but also usability, quality of service and simultaneous service support. The Home Gateway is a key element in end-to-end service delivery, as it sits at the boundary between the fully managed Service Provider network, and the more chaotic home environment. Most users expect their services to just work, and have no awareness of - or interest in -the complexity of the connected home. Their expectations are broadly the same for a managed service delivered by their Service Provider, an over-the-top service and a smartphone app. A typical user is neither willing nor able to find the cause of problem when one of their services fails. They just want the service back immediately and will often call their service provider for help, regardless of whether the problem is actually anything to do with them. Support calls are a major cost for Service Providers. A typical call lasts 20 to 30 minutes, which equates to a very significant amount, especially given the highly competitive nature of the Broadband Access market. It is therefore in the Service Provider s interests to reduce the number of support calls by both attempting to avoid problems happening in the first place, and automating the resolution process when they still do. These are the HGI s twin objectives in its work on Home Diagnostics. A technical requirements document, HGI-RD016, has just been published. HGI specifications focus the industry on common, workable solutions, not least by having broad industry involvement in addition to Service Providers; this ranges from chip vendors and software suppliers through to Gateway product manufacturers. Having common base solutions encourages industry adoption and provides economies of scale, while at the same time allowing both product and Service Provider differentiation.

2 HGI s approach to Home Diagnostics The HGI approach to diagnostics was developed following the same methodology that HGI has used in past work. Service providers were surveyed to uncover the core diagnostics issues that needed to be solved. HGI manufacturers and service providers, starting within the framework of the HGI Business Group, and then moving to HGI s Technical Working Group, agreed on the following basic assumptions and principles: The complexity of the home network and limited end-user expertise and interest can lead to help-desk calls regardless of whether it is a managed or an over-the-top service. The Home Gateway (HG) is a key point of Service Provider point of management and Quality of Service (QoS) presence in the home, and forms a cornerstone of the approach. Some diagnostic capabilities must be embedded in the Home Gateway - so that at least basic diagnostics remain available when the broadband connection is down - and this can be complemented by Cloud based applications. The embedded diagnostics can be run from within the HGI-specified Software Execution Environment which allows applications, even from a third party, to be downloaded and run on the HG safely and securely, without impacting the core HG functionality or performance. The troubleshooting process always starts with self-help to avoid support calls, but more difficult cases can be escalated to a help-desk expert, who will also have access to remote diagnostics. Although diagnostics could in principle detect some issues proactively, it is not intended to second guess what the user is trying to do and whether or not they are happy. However routine background monitoring for example of connectivity and performance can be very useful in determining the root cause of a subsequent event. The troubleshooting process can be service-specific, with the end-user indicating the particular service that is experiencing a problem, however more general issues (low speed, loss of connectivity) are also catered for. The service- specific diagnostics has a lot of synergy with the HGI s work on QoS (the latest version of the HGI QoS requirements are HGI-RD027-R3); it builds on the Service Signature approach to identifying different service types. While Home Network diagnostics is important, it must be remembered that services can be adversely impacted anywhere along the end-to-end delivery chain. A problem may be due to provisioning, broadband connectivity, network loading etc., or there may even be an issue with the service platform itself. Home diagnostics will not be able to identify and solve all of these, but the Home Gateway is uniquely positioned to determine whether a problem is inside or beyond the home, and in the former case, what might be done about it. The HGI diagnostics work looks at the whole troubleshooting processes with a particular focus on root cause and problem resolution. However there is also a significant management aspect, and here HGI is again working closely with the Broadband Forum, utilizing their TR- 069 based management standards and jointly ensuring the required object models are available.

3 HGI troubleshooting architecture overview Diagnostics requirements The main goals of this work are to firstly to define a broad troubleshooting architecture and then produce a set of additional HG functional requirements to support diagnostics. This required initial analysis of the real-world problems that are currently resulting in help-desk calls. The following problem categories were identified: Connectivity Reachability Low speed Inadequate quality of service Home Gateway software and hardware faults Incorrect service provisioning Service initiation failure The symptoms and possible root causes of these problems have been considered, and some appropriate monitoring points identified as summarized in the below Table. Diagnostics must consider the operational reality and cost-effectiveness of troubleshooting. It is not the objective to automate the resolution of all problems, but rather to focus on the most common and/or costly ones. Consideration has also been given as to which problems might be solved through automated means, via customer self-help, need expert system analysis or finally help-desk involvement.

4 Category Symptoms Possible cause Monitoring point Connectivity DSL line frequent resynchronization Access line noise Incorrect line configuration parameters HG WAN synch HG WAN stats Reachability Cannot reach a particular end device DHCP address limit HG Speed Slow download and browsing Reduced DSL line rate Server overload DSL WAN port HG LAN port In-home PHY congestion HG CPU usage HG CPU overload HG memory usage QoS Service disrupts occasionally Packet loss on access line or LAN Noise No or incorrect QoS configuration WAN and LAN error count, queue statistics Wireless interface noise Home Gateway HG frequently reboots Software problem Firmware corruption HG memory check Service initiation Can not initiate service session Service not provisioned in the HG Firewall misconfiguration HG As the table makes clear, for some root causes, the most appropriate monitoring point will be located within the Wide Area Network (WAN), for example at a DSLAM line card. However, many of the most commonly encountered issues can be effectively monitored at the HG. The final result of this work is the recently published HGI specification for Home Diagnostics HGI-016, Home Gateway and Home Network Service Diagnostics Module Requirements. The document can be accessed here, Req.pdf. This includes an analysis of the Service Provider feedback gathered by the HGI, a detailed explanation of the overall approach, along with analysis of the appropriate monitoring point for each of a number of root causes. It then describes the HG technical requirement to support the selected architecture, with specific HG requirements across multiple domains, including firmware management, Home Gateway self-test, software and hardware performance monitoring, service configuration testing, device and topology discovery, connectivity testing and interface rate monitoring. Moving forward HGI members, which include many of the world leading Service Providers, use HGI s specifications as guidelines to build their services, systems and solutions and refer to these specifications in their tendering and purchasing processes. As with many HGI specifications, these Diagnostic requirements will be an enabler for economies of scale, and promote mass market adoption.

5 Manufacturers of HGs, silicon solutions, software providers, and OAM&P systems can use the HGI diagnostics specification as a reference for their implementations targeting Service Provider networks. These diagnostics requirements will also become an increasing part of the HGI Test Specifications. These are used at the annual HGI Test Event where Device, Chip and Software vendors gather to test their implementations at an independent Test House. Finally, HGI will refresh and deepen the diagnostics requirements in some areas. For example, significant questions remain as to the most appropriate home networks topology and device discovery methodologies. These questions, and others related to broadband diagnostics continue to be discussed within HGI working groups. HGI encourages all its members as well as new companies to become engaged in this process, and to assist the development of mass market approaches to improving diagnostics capabilities in the home network. About HGI The HGI, founded in 2004 by nine telecom operators, is shaping the next generation of internet and media services. Starting from use-cases and service needs, the HGI sets requirements for Home Gateways, infrastructure devices and the home network. The HGI now has over 60 members from around the globe, representing the entire spectrum of players in the broadband home area.

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