Trouble shooting Guide <<<Field and NOC Engineer Perspective>>> 1. ADSL Unstable : A. Ensure : i. Splitter has been used with proper connectivity. Troubleshooting Guide Field Engineer Perspective. Page 1
ii. All Phone Parallel Connections shall be connected at Phone output of splitter. If there is internal wirings at subscriber premises than put splitter at the very entry point of line to subscriber house.as the splitter is a passive device not requiring any power, so line coming from exchange shall be directly terminated to line input of splitter and then all the phone and cord-less connectivity shall be connected to Phone output of splitter. A separate pair shall be connected to DSL Output of splitter and terminated directly to the DSL Router dsl input. iii. Data rate in Status ADSL shall be 3072 downstream and 1024 upstream. SNR shall be more then 20DB, and Attenuation shall be less then 30 DB. The above cited parameters if not fulfilling, then contact concerned Area SDO / AM ( on clicking link http://delhi.mtnl.net.in/gm_dgm.htm opens up) for removal of earthling in line and making the pair joint free. iv. Check if there is noise or cracks being heard on the phone line, and accordingly inform corresponding area SDO/AM. 2. ADSL Stable, IPTV is working properly but. Internet is not working A Check if Modem page Opens, If not then: i. Check Ethernet cable (between Modem and PC), ii. LED corresponding to PC shall glow, PC LAN Card shall b functioning properly, iii. IP Address at TCP/IP shall be 192.168.1.2, subnet 255.255.255.0, gateway 192.168.1.1 iv. ping response from pc to modem shall be 100% success i.e. 192.168.1.1 shall reply. v. If modem is not responding, give command on dos prompt: arp d, and try again, vi. if still not, then restart PC and Modem both. B. Check status of PVC 0 I. If PVC 0 is not connected then arrange to check reason behind the disconnection from NOC(MTNL/AKSH) by url : http://203.94.243.82:8088/bbquery.html, using username and password : test Error messages can be : i. Password incorrect ---Reconfigure Modem with correct password or Update the password configured, at tel. no. 23359461. Troubleshooting Guide Field Engineer Perspective. Page 2
ii. Username incorrect --- Reconfigure Modem with correct Username. iii. Mac Mismatch error--- Means Port of Subscriber has been changed, so VMAC need to be released from 23321566 or by mailing to vmac@bol.net.in II. If PVC 0 is connected, then check: i. In PVC 0, NAT and Default Route shall be enabled. ii. Check DNS IP is entered in TCP/IP Properties of LAN card. iii. Check if DNS IP is pinging. If not then try any two from : 203.94.243.70, 59.179.243.70, or 203.94.227.70 iv. Check nslookup for mtnl.net.in, if dns is resolving then ok. v. Still if problem is persisting contact MTNL Internet Helpdesk number/1504. 3. ADSL Stable, Internet Working but IPTV Problems : 3a. Video Streaming OK, Channels not coming: Check i. PVC 0 -> IGMP shall be disabled. ii. Status IGMP Over Ethernet Enabled. iii. Advanced QOS igmp snooping enabled. Make DSL Router to default factory setting and reconfigure the dsl router Replace the dsl router and STBs. If still problem persist, inform Aksh NOC, which will in turn inform MTNL NOC, to analyze if this is pertaining to any Network issue. 3b. Channels OK, Video streaming not coming: Check if that particular video has been encoded properly and is streaming perfectly on dsl at AKSH NOC., Secondly check if Modem is able to train to data rate of 3072 Kbps. Downstream and 1024 Upstream., If not able to train 3072/1024 then inform Area SDO/AM with repetition of steps as cited in Sl. 1. Troubleshooting Guide Field Engineer Perspective. Page 3
3c. Both Channels and Video is freezing: I. Check if Modem is able to train to data rate of 3072 Kbps. Downstream and 1024 upstream. If not able to train 3072/1024 then inform Area SDO/AM with repetition of steps as cited in Sl. 1. II. Length of Ethernet Cable between STB and Modem shall not be more then 50 meters. III. Replace Both Modem and STB one by one. IV. Check Ethernet cabling shall be proper, with no loose connectors. V. Connect Laptop in place of STB, and try pinging gateway ip (say 172.16.40.1), USC server(172.20.0.16), DNS & DHCP server (172.20.0.93 & 172.20.0.92), IP of MPLS end connected to Headend (172.20.0.253). All ping response shall be 100 % success. Otherwise report to Aksh Noc which in turn report to MTNL noc to further investigate for any Link Loss/ECN Hang/Broadcast issues. VI. Apply QOS Settings on DSL Router. Advanced QOS ENABLE PORT MAPPING Sl. c PVC PORT NO PRIORITY SERVICES No: 0 AS IN MODEM CONFIGURATION PAGE AS PRINTED AT MODEM 1. - PVC 0 4 AND1 4/1 4 INTERNET 2. - PVC 1 3 2 3 IPTV 3. PVC 2 2 3 2 VOIP FOR MORE DETAILS PLEASE REFER MODEM CONFIGURATION GUIDE AT PAGE NUMBER ------ TO ------- OF THIS DOCUMENT. 3d. Some Channels and Video are not running: Check if these particular channels are running properly at AKSH and MTNL NOC on DSL line. If No, Then check issues related to these channels encoding/ IRD or else need to be investigated at Headend Level from Aksh NOC. Ask to Check to MTNL NOC, if both the links between Tier-I and Tier- II are up and there are no any losses. 3e Stops at 83 % It means STB is getting IP address but is not able to reach Its Gateway Address. Troubleshooting Guide Field Engineer Perspective. Page 4
Check I. Open Modem Web page at 192.168.1.1, and ensure that DHCP is off. Home DHCP No DHCP. II. Connect Laptop/PC (Whose Mac address is registered into DHCP server ) to DSL Router, and set TCP/IP in obtain ip automatically mode and check the ip obtained using command on DOS >ipconfig ip should be in the range of 172.16.32.x; 172.16.40.x; 172.16.48.x; 172.16.56.x; 172.16.64.x; 172.16.72.x; or 172.16.80.x/21. III. Then ping the corresponding gateway. For example > ping 172.16.56.1 All Reply shall come. If Reply not coming, it means there may be one of the issue i. Broadcast from DSLAMs, Tier I, Tier II Switches ii. Broadcast coming due to Looping via cascading in DSLAMs. iii. Broadcast coming due to Looping in MPLS Network. IV. If III is OK, Ping 172.20.0.92 All Reply shall come. If reply not coming that means there may be routing problem or looping or fiber loses in MPLS Network. V. If all of above I IV are OK, apply QOS or Port Mapping in the modem, and check it should work, if it is still not working please change Modem, Ethernet Cable and STB, one by on to locate the faulty device. It has been found that some time 83% is the inherent problem of STB. As soon as STB replaced, problem has been resolved. VI. Ensure that STB has been connected on correct port of Modem. i.e. STB will always be connected on 2 nd Ethernet port of Modem. 3f Stops at 7 % It means STB is not getting any IP address. (STBs DHCP Request is not able to reach up to DHCP Server 172.20.0.92). It may be due to i. Fault in ethernet cabling-connector ii. ADSL blinking iii. ECN Down iv. Fiber Link failure in access network/mpls network/ headend. v. Ensure vlan 3300 is configured in the ECN and profile is properly activated in PEM. Check if Mac address starting with 00e0 is coming in the mac table of the corresponding ECN. Procedure is a.> Telnet ecn ip with switch user, and b.> Enter command show mac vlan 3300. Please check one by one. Troubleshooting Guide Field Engineer Perspective. Page 5
3i Stops at Domain Name Page It means STB got the IP Address but is not able to reach DNS server (172.20.0.93). It may occur, if IP address of some other DHCP server is taken by the STB. What IP STB is getting can be checked from PEM CLIENT by using Service Configuration Mgr. Line Properties Filter Pvc2 IP address. This may be due to DNS application issue at Aksh, Due to which even if correct IP address has been allotted to STB, it is not able to resolve domain name. Contact AKSH engineers and check logs of DNS Server, and arrange to resolve. 3j Stops at Username and Password Page It means STB got the IP address, but needs Username and Password for further registration with USC server (172.20.0.16). Contact Aksh IPTV NOC Engineers. 3k Stops with Waiting signal message It means Signal is unavailable. It may be due to i. Fault in Ethernet cabling-connector ii. ADSL blinking iii. ECN Down iv. Fiber Link failure in access network/mpls network/ headend. Please check one by one. 2. Check the IP captured by PEM by using following steps Line Properties Status PVC 2 Filter IP. Next ping this IP from Corresponding T2 switch, and compare these ping responses to that of ECN ping responses. 3. Check QOS/Port mapping in modem as described in 3c. 3e Subscriber Complains of MBs Download while using iptv even though is PC was off. Troubleshooting Guide Field Engineer Perspective. Page 6
Either use one of the following solutions:- 1. If there are multiple services used in a single modem, then for proper functioning of services, QOS / Port mapping shall be enabled on Modem. 2. Configure Modem in Bridge mode for PVC 0 (internet), and Create a PPPoE Dialler in the PC. Troubleshooting Guide Field Engineer Perspective. Page 7
MODEM SETTING FOR IPTV &VOIP 1) Click on homepage 192.168.1.1 2) Write user name as admin and password admin in small letters as shown above if not present. 3) Click OK Troubleshooting Guide Field Engineer Perspective. Page 8
4) The Modem homepage will appear as above 5) Now click on Start on Desktop 6) Now click on run 7) Type cmd and press ok Troubleshooting Guide Field Engineer Perspective. Page 9
8) Now copy rom-0 file from the CD to C drive (Not in any folder) 9) Now type the following commands as shown above C:\Documents and Settings\cd\ C:\>ftp 192.168.1.1 Now type user name as admin Password as admin ftp> bin ftp> hash ftp> mput rom* mput rom 0? Y ftp> bye 10) After typing above commands modem setting would automatically be saved 11) Now click on interface setup 12) Enter user name as telephone number and password as CA number (generally) and save for PVC-0 Troubleshooting Guide Field Engineer Perspective. Page 10
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13) Now change virtual circuit to PVC-1 and save the setting Troubleshooting Guide Field Engineer Perspective. Page 12
14) Check on the status for PVC-0 and PVC-1, the status should be connected Troubleshooting Guide Field Engineer Perspective. Page 13