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1
FTTH Technical Guideline Troubleshooting
amp Process Work Flow (UKM project based)
Last update 1 April 2009
2
Objective
To show the technical process and guideline on FTTH (OLT ONU Fiber) supported by respective department JARING Network Infrastructure (OIR) NMC Wireless Access Access TFM AFM MELCO (JARINGrsquos Partner) ATI (JARINGrsquos Partner)
To show JARING FTTH technical guideline amp troubleshooting To show JARING FTTH contact person
JARINGrsquos Team
3
FTTH Technical Responsibility Demarcation Flow Chart
4
Conceptual Diagram ndash ldquoHow It Worksrdquo
5
Overall FTTH Technical Support Escalation Work FlowProcessbetween JARINGATI amp MELCO
6
Overall WIFI Technical Escalation Support Workflow
2nd Level Support
Onsite Engineer
JARINGHELP DESK
1st Level Support
JARING Call Center03-8991 7080
E-mail onehelpjaringmy
JARING
UKMSTUDENTS
JARING Technical Support
7
UKM PTM Jaring Support Engineer
Inbound CallEmail
OIR
Overall FTTH Technical Escalation Support Workflow
Received Jims alert on OLTswitch
failure
bull Check fiber optic (FRP single mode)bull Check patch cordbull Check patch panelbull Verify and restore UTP cable between switch to OLT
Start NMC
Troubleshootproblem
bull check connectivity (Fiber)
bull ping into device (OLTONU)
AP failure
not resolve
Access Wireless Access
Troubleshoot on
bullPower failure on ONUOLTswitch APbullSplitterbullPower supply destruction bull FRP cable (physical checking) UTP cable (between switch to AP and switch to OLT)
Troubleshoot on
bull AP
Create TT
Identify and analyze the problem bull check status of switch connected to OLT (updown)
Internal TTRespond time within 24 hoursResolution and Replacement of APSwitchRouter within 2 working days
8
Access
Access Technical Escalation Support Workflow
Problem not resolve or
problem due to equipment
failure
Troubleshoot on
bullONUbullOLTbullSplitter
Innatech
Update Access problem resolve
Problem resolve
Equipment under warranty
(1 year)
Update CIC problem to
resolve
Start
End
Troubleshootproblem
bull check connectivity (Fiber FRP cable)
bull remote into devices (OLTONU Switch)
AFM
Log RMAPurchase equipment
Advise OIR to replace
equipment
Advise Access to
conduct RMA
End
No
No
Yes
No
Yes
Update Access status
9
Support Engineer
TFM
Support Engineer Technical Escalation Support Workflow
Problem not resolve
AFM
Update problem status
Start Liaise with contractor to restore fiber
optic cableUTP
cable
Problem due devicebull APbull Splitter
End
Troubleshoot on
bullONU powerbullOLT powerbullSplitterbullSwitch powerbull APbull FRPUTP cable (between switch to AP and switch to OLT)
Problem due infra bull FRP cable (physical checking)bull UTP cable (from switch to OLT)
Problem due infrabull Single Mode Fiber (after verify by OIR)bull Power destruction
UKM
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
Log RMA
Fill up and submit
Facilities Request Form
Conduct RMA or issues to purchase item
End
No
Yes
10
OIR TFM
OIR Technical Escalation Support Workflow
Start
End
Problem not
resolve
Update problem status
Update problem status to Access
bull Check fiber FRP cablebull Check and restore patch cordbull Check and restore patch panelbull Verify and restore UTP cable between switch to OLT
Liaise with contractor to restore fiber optic cable
Support Engineer
UKM
Problem due to single
mode fiber
Problem due to infra
Report to UKM PIC
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
End
Fill up and submit Facilities Request Form
No
Yes
11
FTTH Technical Guidelineamp
Troubleshooting
12
List of troubleshooting
AREA ACTION
1 Not able to connect 1 Fiber problem Perform logical-link loop back tests Requirement needed 1048709 NE-OSS installed on a desktop or laptop PC 1048709 OLT M-SVCONT cards connected 1048709 OLT Management Window open Please refer to document NE-OSS Handbook 11 Logical Link Loop back Testing fix11Dec for detail troubleshooting
2 Alarm managementwhen alarmed
1 OLT problem Identify OLT problem At the time of displaying the OLT Management Window or when the
display is refreshed if the Status Icon does not show the normal coloring a problem has occurred
13
List of troubleshooting
AREA ACTION
Identify OLT problem The OLT Management Window shows the cards installed in the OLT and
by means of their colors the alarm etc status of each unit Please refer to document NE-OSS Handbook 08 01-10 Eqpt Data
Acquisition amp Setting fix11Dec
3 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
4 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
5 The OLT ManagementWindow is not displayed
orRefresh Screen fails andthe error box shown
belowappears
1 Unable toconnect to OLT
Check the network settings are correct Check the LAN cable is connected correctly (check that the ping command gets a response [see Windows Help]) Check that the registeredOLT IP addresses and SetGet community names are correct Please refer to document NE-OSS Handbook 01-03 Startup Settings
fix11Dec for detail action
14
List of troubleshooting
AREA ACTION
6 When setting upequipment information
thesetting fails with thefollowing error box
Display the Error Factor Window The Logical Link concerned is not operational
7 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
8 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
15
List of troubleshooting
AREA ACTION
9 Error Appears whenMaking or ChangingEquipment Settings
1 EquipmentSetting Error
Display the Error Factor Window
See the descriptions of the errors in the Attachments In the above example the Logical Link concerned is not operational
10 TRAP data is notdisplayed when the
TRAPdisplay Window is
opened
1 TRAP error Confirm that the network settings are correct Confirm that the LAN connections are correct Check the TRAP sources are set up for the NE-OSS PC and also the equipment-side settings Confirm that TRAP sending is not inhibited
11 Software download fails
with ldquoFTP LOGIN Failurerdquo or
ldquoFTP PUT Failurerdquodisplayed
1 Unable toDownloadSoftware
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP addresses and SetGet community names are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP PUT failure Confirm that the required software file exists in the designated directory
under the correct file name Refer to document 86
16
List of troubleshooting
AREA ACTION
12 OLT Log display failswith ldquoFTP LOGIN
Failurerdquo orldquoFTP GET Failurerdquodisplayed
1 Unable toDisplay OLT Log
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP address and SetGet community names
are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP GET failure Confirm the correct temporary folder exists to receive the log from the
OLT If ltInstall_directorygtyenEponOpsyenexecyenuseryenOltLog does not exist create it
17
CONTACT PERSON
JARING CICSUPPORT ENGINEER
OIR ACCESS TFM AFM INNATECH
Working HoursMonday - Friday (8000 am ndash 1100 pm) Tel 03-89917080MY015 015-48155515Email cc-supervisorjaringmy
Staff1) Low Pei Tien
Working HoursMonday - Friday (830 - 530pm)
Tel
Email zaimaliasjaringmy
Staff1) Mohd Zaim Alias
All staff work on normal working hours
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailJ-inmjaringmy
Staff 1) Mohd Fakhari B Deraman
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailaccessjaringmy
Staff 5 personsOne person will be on standby after working hours including weekend
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000E-mailtfmjaringmy
Staff Shaharudin Mohd Sharifudin
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailafmjaringmy
Staff Abu Bakar Bin Mohamed Eusoff
Working HoursMonday - Friday
TelE-mail
Response time 4 hoursResolution time within 24 hoursEquipment replacement 10 working daysEquipment Checking amp Maintenance Every 3 months
2
Objective
To show the technical process and guideline on FTTH (OLT ONU Fiber) supported by respective department JARING Network Infrastructure (OIR) NMC Wireless Access Access TFM AFM MELCO (JARINGrsquos Partner) ATI (JARINGrsquos Partner)
To show JARING FTTH technical guideline amp troubleshooting To show JARING FTTH contact person
JARINGrsquos Team
3
FTTH Technical Responsibility Demarcation Flow Chart
4
Conceptual Diagram ndash ldquoHow It Worksrdquo
5
Overall FTTH Technical Support Escalation Work FlowProcessbetween JARINGATI amp MELCO
6
Overall WIFI Technical Escalation Support Workflow
2nd Level Support
Onsite Engineer
JARINGHELP DESK
1st Level Support
JARING Call Center03-8991 7080
E-mail onehelpjaringmy
JARING
UKMSTUDENTS
JARING Technical Support
7
UKM PTM Jaring Support Engineer
Inbound CallEmail
OIR
Overall FTTH Technical Escalation Support Workflow
Received Jims alert on OLTswitch
failure
bull Check fiber optic (FRP single mode)bull Check patch cordbull Check patch panelbull Verify and restore UTP cable between switch to OLT
Start NMC
Troubleshootproblem
bull check connectivity (Fiber)
bull ping into device (OLTONU)
AP failure
not resolve
Access Wireless Access
Troubleshoot on
bullPower failure on ONUOLTswitch APbullSplitterbullPower supply destruction bull FRP cable (physical checking) UTP cable (between switch to AP and switch to OLT)
Troubleshoot on
bull AP
Create TT
Identify and analyze the problem bull check status of switch connected to OLT (updown)
Internal TTRespond time within 24 hoursResolution and Replacement of APSwitchRouter within 2 working days
8
Access
Access Technical Escalation Support Workflow
Problem not resolve or
problem due to equipment
failure
Troubleshoot on
bullONUbullOLTbullSplitter
Innatech
Update Access problem resolve
Problem resolve
Equipment under warranty
(1 year)
Update CIC problem to
resolve
Start
End
Troubleshootproblem
bull check connectivity (Fiber FRP cable)
bull remote into devices (OLTONU Switch)
AFM
Log RMAPurchase equipment
Advise OIR to replace
equipment
Advise Access to
conduct RMA
End
No
No
Yes
No
Yes
Update Access status
9
Support Engineer
TFM
Support Engineer Technical Escalation Support Workflow
Problem not resolve
AFM
Update problem status
Start Liaise with contractor to restore fiber
optic cableUTP
cable
Problem due devicebull APbull Splitter
End
Troubleshoot on
bullONU powerbullOLT powerbullSplitterbullSwitch powerbull APbull FRPUTP cable (between switch to AP and switch to OLT)
Problem due infra bull FRP cable (physical checking)bull UTP cable (from switch to OLT)
Problem due infrabull Single Mode Fiber (after verify by OIR)bull Power destruction
UKM
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
Log RMA
Fill up and submit
Facilities Request Form
Conduct RMA or issues to purchase item
End
No
Yes
10
OIR TFM
OIR Technical Escalation Support Workflow
Start
End
Problem not
resolve
Update problem status
Update problem status to Access
bull Check fiber FRP cablebull Check and restore patch cordbull Check and restore patch panelbull Verify and restore UTP cable between switch to OLT
Liaise with contractor to restore fiber optic cable
Support Engineer
UKM
Problem due to single
mode fiber
Problem due to infra
Report to UKM PIC
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
End
Fill up and submit Facilities Request Form
No
Yes
11
FTTH Technical Guidelineamp
Troubleshooting
12
List of troubleshooting
AREA ACTION
1 Not able to connect 1 Fiber problem Perform logical-link loop back tests Requirement needed 1048709 NE-OSS installed on a desktop or laptop PC 1048709 OLT M-SVCONT cards connected 1048709 OLT Management Window open Please refer to document NE-OSS Handbook 11 Logical Link Loop back Testing fix11Dec for detail troubleshooting
2 Alarm managementwhen alarmed
1 OLT problem Identify OLT problem At the time of displaying the OLT Management Window or when the
display is refreshed if the Status Icon does not show the normal coloring a problem has occurred
13
List of troubleshooting
AREA ACTION
Identify OLT problem The OLT Management Window shows the cards installed in the OLT and
by means of their colors the alarm etc status of each unit Please refer to document NE-OSS Handbook 08 01-10 Eqpt Data
Acquisition amp Setting fix11Dec
3 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
4 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
5 The OLT ManagementWindow is not displayed
orRefresh Screen fails andthe error box shown
belowappears
1 Unable toconnect to OLT
Check the network settings are correct Check the LAN cable is connected correctly (check that the ping command gets a response [see Windows Help]) Check that the registeredOLT IP addresses and SetGet community names are correct Please refer to document NE-OSS Handbook 01-03 Startup Settings
fix11Dec for detail action
14
List of troubleshooting
AREA ACTION
6 When setting upequipment information
thesetting fails with thefollowing error box
Display the Error Factor Window The Logical Link concerned is not operational
7 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
8 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
15
List of troubleshooting
AREA ACTION
9 Error Appears whenMaking or ChangingEquipment Settings
1 EquipmentSetting Error
Display the Error Factor Window
See the descriptions of the errors in the Attachments In the above example the Logical Link concerned is not operational
10 TRAP data is notdisplayed when the
TRAPdisplay Window is
opened
1 TRAP error Confirm that the network settings are correct Confirm that the LAN connections are correct Check the TRAP sources are set up for the NE-OSS PC and also the equipment-side settings Confirm that TRAP sending is not inhibited
11 Software download fails
with ldquoFTP LOGIN Failurerdquo or
ldquoFTP PUT Failurerdquodisplayed
1 Unable toDownloadSoftware
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP addresses and SetGet community names are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP PUT failure Confirm that the required software file exists in the designated directory
under the correct file name Refer to document 86
16
List of troubleshooting
AREA ACTION
12 OLT Log display failswith ldquoFTP LOGIN
Failurerdquo orldquoFTP GET Failurerdquodisplayed
1 Unable toDisplay OLT Log
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP address and SetGet community names
are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP GET failure Confirm the correct temporary folder exists to receive the log from the
OLT If ltInstall_directorygtyenEponOpsyenexecyenuseryenOltLog does not exist create it
17
CONTACT PERSON
JARING CICSUPPORT ENGINEER
OIR ACCESS TFM AFM INNATECH
Working HoursMonday - Friday (8000 am ndash 1100 pm) Tel 03-89917080MY015 015-48155515Email cc-supervisorjaringmy
Staff1) Low Pei Tien
Working HoursMonday - Friday (830 - 530pm)
Tel
Email zaimaliasjaringmy
Staff1) Mohd Zaim Alias
All staff work on normal working hours
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailJ-inmjaringmy
Staff 1) Mohd Fakhari B Deraman
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailaccessjaringmy
Staff 5 personsOne person will be on standby after working hours including weekend
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000E-mailtfmjaringmy
Staff Shaharudin Mohd Sharifudin
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailafmjaringmy
Staff Abu Bakar Bin Mohamed Eusoff
Working HoursMonday - Friday
TelE-mail
Response time 4 hoursResolution time within 24 hoursEquipment replacement 10 working daysEquipment Checking amp Maintenance Every 3 months
3
FTTH Technical Responsibility Demarcation Flow Chart
4
Conceptual Diagram ndash ldquoHow It Worksrdquo
5
Overall FTTH Technical Support Escalation Work FlowProcessbetween JARINGATI amp MELCO
6
Overall WIFI Technical Escalation Support Workflow
2nd Level Support
Onsite Engineer
JARINGHELP DESK
1st Level Support
JARING Call Center03-8991 7080
E-mail onehelpjaringmy
JARING
UKMSTUDENTS
JARING Technical Support
7
UKM PTM Jaring Support Engineer
Inbound CallEmail
OIR
Overall FTTH Technical Escalation Support Workflow
Received Jims alert on OLTswitch
failure
bull Check fiber optic (FRP single mode)bull Check patch cordbull Check patch panelbull Verify and restore UTP cable between switch to OLT
Start NMC
Troubleshootproblem
bull check connectivity (Fiber)
bull ping into device (OLTONU)
AP failure
not resolve
Access Wireless Access
Troubleshoot on
bullPower failure on ONUOLTswitch APbullSplitterbullPower supply destruction bull FRP cable (physical checking) UTP cable (between switch to AP and switch to OLT)
Troubleshoot on
bull AP
Create TT
Identify and analyze the problem bull check status of switch connected to OLT (updown)
Internal TTRespond time within 24 hoursResolution and Replacement of APSwitchRouter within 2 working days
8
Access
Access Technical Escalation Support Workflow
Problem not resolve or
problem due to equipment
failure
Troubleshoot on
bullONUbullOLTbullSplitter
Innatech
Update Access problem resolve
Problem resolve
Equipment under warranty
(1 year)
Update CIC problem to
resolve
Start
End
Troubleshootproblem
bull check connectivity (Fiber FRP cable)
bull remote into devices (OLTONU Switch)
AFM
Log RMAPurchase equipment
Advise OIR to replace
equipment
Advise Access to
conduct RMA
End
No
No
Yes
No
Yes
Update Access status
9
Support Engineer
TFM
Support Engineer Technical Escalation Support Workflow
Problem not resolve
AFM
Update problem status
Start Liaise with contractor to restore fiber
optic cableUTP
cable
Problem due devicebull APbull Splitter
End
Troubleshoot on
bullONU powerbullOLT powerbullSplitterbullSwitch powerbull APbull FRPUTP cable (between switch to AP and switch to OLT)
Problem due infra bull FRP cable (physical checking)bull UTP cable (from switch to OLT)
Problem due infrabull Single Mode Fiber (after verify by OIR)bull Power destruction
UKM
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
Log RMA
Fill up and submit
Facilities Request Form
Conduct RMA or issues to purchase item
End
No
Yes
10
OIR TFM
OIR Technical Escalation Support Workflow
Start
End
Problem not
resolve
Update problem status
Update problem status to Access
bull Check fiber FRP cablebull Check and restore patch cordbull Check and restore patch panelbull Verify and restore UTP cable between switch to OLT
Liaise with contractor to restore fiber optic cable
Support Engineer
UKM
Problem due to single
mode fiber
Problem due to infra
Report to UKM PIC
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
End
Fill up and submit Facilities Request Form
No
Yes
11
FTTH Technical Guidelineamp
Troubleshooting
12
List of troubleshooting
AREA ACTION
1 Not able to connect 1 Fiber problem Perform logical-link loop back tests Requirement needed 1048709 NE-OSS installed on a desktop or laptop PC 1048709 OLT M-SVCONT cards connected 1048709 OLT Management Window open Please refer to document NE-OSS Handbook 11 Logical Link Loop back Testing fix11Dec for detail troubleshooting
2 Alarm managementwhen alarmed
1 OLT problem Identify OLT problem At the time of displaying the OLT Management Window or when the
display is refreshed if the Status Icon does not show the normal coloring a problem has occurred
13
List of troubleshooting
AREA ACTION
Identify OLT problem The OLT Management Window shows the cards installed in the OLT and
by means of their colors the alarm etc status of each unit Please refer to document NE-OSS Handbook 08 01-10 Eqpt Data
Acquisition amp Setting fix11Dec
3 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
4 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
5 The OLT ManagementWindow is not displayed
orRefresh Screen fails andthe error box shown
belowappears
1 Unable toconnect to OLT
Check the network settings are correct Check the LAN cable is connected correctly (check that the ping command gets a response [see Windows Help]) Check that the registeredOLT IP addresses and SetGet community names are correct Please refer to document NE-OSS Handbook 01-03 Startup Settings
fix11Dec for detail action
14
List of troubleshooting
AREA ACTION
6 When setting upequipment information
thesetting fails with thefollowing error box
Display the Error Factor Window The Logical Link concerned is not operational
7 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
8 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
15
List of troubleshooting
AREA ACTION
9 Error Appears whenMaking or ChangingEquipment Settings
1 EquipmentSetting Error
Display the Error Factor Window
See the descriptions of the errors in the Attachments In the above example the Logical Link concerned is not operational
10 TRAP data is notdisplayed when the
TRAPdisplay Window is
opened
1 TRAP error Confirm that the network settings are correct Confirm that the LAN connections are correct Check the TRAP sources are set up for the NE-OSS PC and also the equipment-side settings Confirm that TRAP sending is not inhibited
11 Software download fails
with ldquoFTP LOGIN Failurerdquo or
ldquoFTP PUT Failurerdquodisplayed
1 Unable toDownloadSoftware
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP addresses and SetGet community names are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP PUT failure Confirm that the required software file exists in the designated directory
under the correct file name Refer to document 86
16
List of troubleshooting
AREA ACTION
12 OLT Log display failswith ldquoFTP LOGIN
Failurerdquo orldquoFTP GET Failurerdquodisplayed
1 Unable toDisplay OLT Log
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP address and SetGet community names
are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP GET failure Confirm the correct temporary folder exists to receive the log from the
OLT If ltInstall_directorygtyenEponOpsyenexecyenuseryenOltLog does not exist create it
17
CONTACT PERSON
JARING CICSUPPORT ENGINEER
OIR ACCESS TFM AFM INNATECH
Working HoursMonday - Friday (8000 am ndash 1100 pm) Tel 03-89917080MY015 015-48155515Email cc-supervisorjaringmy
Staff1) Low Pei Tien
Working HoursMonday - Friday (830 - 530pm)
Tel
Email zaimaliasjaringmy
Staff1) Mohd Zaim Alias
All staff work on normal working hours
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailJ-inmjaringmy
Staff 1) Mohd Fakhari B Deraman
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailaccessjaringmy
Staff 5 personsOne person will be on standby after working hours including weekend
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000E-mailtfmjaringmy
Staff Shaharudin Mohd Sharifudin
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailafmjaringmy
Staff Abu Bakar Bin Mohamed Eusoff
Working HoursMonday - Friday
TelE-mail
Response time 4 hoursResolution time within 24 hoursEquipment replacement 10 working daysEquipment Checking amp Maintenance Every 3 months
4
Conceptual Diagram ndash ldquoHow It Worksrdquo
5
Overall FTTH Technical Support Escalation Work FlowProcessbetween JARINGATI amp MELCO
6
Overall WIFI Technical Escalation Support Workflow
2nd Level Support
Onsite Engineer
JARINGHELP DESK
1st Level Support
JARING Call Center03-8991 7080
E-mail onehelpjaringmy
JARING
UKMSTUDENTS
JARING Technical Support
7
UKM PTM Jaring Support Engineer
Inbound CallEmail
OIR
Overall FTTH Technical Escalation Support Workflow
Received Jims alert on OLTswitch
failure
bull Check fiber optic (FRP single mode)bull Check patch cordbull Check patch panelbull Verify and restore UTP cable between switch to OLT
Start NMC
Troubleshootproblem
bull check connectivity (Fiber)
bull ping into device (OLTONU)
AP failure
not resolve
Access Wireless Access
Troubleshoot on
bullPower failure on ONUOLTswitch APbullSplitterbullPower supply destruction bull FRP cable (physical checking) UTP cable (between switch to AP and switch to OLT)
Troubleshoot on
bull AP
Create TT
Identify and analyze the problem bull check status of switch connected to OLT (updown)
Internal TTRespond time within 24 hoursResolution and Replacement of APSwitchRouter within 2 working days
8
Access
Access Technical Escalation Support Workflow
Problem not resolve or
problem due to equipment
failure
Troubleshoot on
bullONUbullOLTbullSplitter
Innatech
Update Access problem resolve
Problem resolve
Equipment under warranty
(1 year)
Update CIC problem to
resolve
Start
End
Troubleshootproblem
bull check connectivity (Fiber FRP cable)
bull remote into devices (OLTONU Switch)
AFM
Log RMAPurchase equipment
Advise OIR to replace
equipment
Advise Access to
conduct RMA
End
No
No
Yes
No
Yes
Update Access status
9
Support Engineer
TFM
Support Engineer Technical Escalation Support Workflow
Problem not resolve
AFM
Update problem status
Start Liaise with contractor to restore fiber
optic cableUTP
cable
Problem due devicebull APbull Splitter
End
Troubleshoot on
bullONU powerbullOLT powerbullSplitterbullSwitch powerbull APbull FRPUTP cable (between switch to AP and switch to OLT)
Problem due infra bull FRP cable (physical checking)bull UTP cable (from switch to OLT)
Problem due infrabull Single Mode Fiber (after verify by OIR)bull Power destruction
UKM
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
Log RMA
Fill up and submit
Facilities Request Form
Conduct RMA or issues to purchase item
End
No
Yes
10
OIR TFM
OIR Technical Escalation Support Workflow
Start
End
Problem not
resolve
Update problem status
Update problem status to Access
bull Check fiber FRP cablebull Check and restore patch cordbull Check and restore patch panelbull Verify and restore UTP cable between switch to OLT
Liaise with contractor to restore fiber optic cable
Support Engineer
UKM
Problem due to single
mode fiber
Problem due to infra
Report to UKM PIC
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
End
Fill up and submit Facilities Request Form
No
Yes
11
FTTH Technical Guidelineamp
Troubleshooting
12
List of troubleshooting
AREA ACTION
1 Not able to connect 1 Fiber problem Perform logical-link loop back tests Requirement needed 1048709 NE-OSS installed on a desktop or laptop PC 1048709 OLT M-SVCONT cards connected 1048709 OLT Management Window open Please refer to document NE-OSS Handbook 11 Logical Link Loop back Testing fix11Dec for detail troubleshooting
2 Alarm managementwhen alarmed
1 OLT problem Identify OLT problem At the time of displaying the OLT Management Window or when the
display is refreshed if the Status Icon does not show the normal coloring a problem has occurred
13
List of troubleshooting
AREA ACTION
Identify OLT problem The OLT Management Window shows the cards installed in the OLT and
by means of their colors the alarm etc status of each unit Please refer to document NE-OSS Handbook 08 01-10 Eqpt Data
Acquisition amp Setting fix11Dec
3 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
4 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
5 The OLT ManagementWindow is not displayed
orRefresh Screen fails andthe error box shown
belowappears
1 Unable toconnect to OLT
Check the network settings are correct Check the LAN cable is connected correctly (check that the ping command gets a response [see Windows Help]) Check that the registeredOLT IP addresses and SetGet community names are correct Please refer to document NE-OSS Handbook 01-03 Startup Settings
fix11Dec for detail action
14
List of troubleshooting
AREA ACTION
6 When setting upequipment information
thesetting fails with thefollowing error box
Display the Error Factor Window The Logical Link concerned is not operational
7 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
8 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
15
List of troubleshooting
AREA ACTION
9 Error Appears whenMaking or ChangingEquipment Settings
1 EquipmentSetting Error
Display the Error Factor Window
See the descriptions of the errors in the Attachments In the above example the Logical Link concerned is not operational
10 TRAP data is notdisplayed when the
TRAPdisplay Window is
opened
1 TRAP error Confirm that the network settings are correct Confirm that the LAN connections are correct Check the TRAP sources are set up for the NE-OSS PC and also the equipment-side settings Confirm that TRAP sending is not inhibited
11 Software download fails
with ldquoFTP LOGIN Failurerdquo or
ldquoFTP PUT Failurerdquodisplayed
1 Unable toDownloadSoftware
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP addresses and SetGet community names are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP PUT failure Confirm that the required software file exists in the designated directory
under the correct file name Refer to document 86
16
List of troubleshooting
AREA ACTION
12 OLT Log display failswith ldquoFTP LOGIN
Failurerdquo orldquoFTP GET Failurerdquodisplayed
1 Unable toDisplay OLT Log
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP address and SetGet community names
are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP GET failure Confirm the correct temporary folder exists to receive the log from the
OLT If ltInstall_directorygtyenEponOpsyenexecyenuseryenOltLog does not exist create it
17
CONTACT PERSON
JARING CICSUPPORT ENGINEER
OIR ACCESS TFM AFM INNATECH
Working HoursMonday - Friday (8000 am ndash 1100 pm) Tel 03-89917080MY015 015-48155515Email cc-supervisorjaringmy
Staff1) Low Pei Tien
Working HoursMonday - Friday (830 - 530pm)
Tel
Email zaimaliasjaringmy
Staff1) Mohd Zaim Alias
All staff work on normal working hours
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailJ-inmjaringmy
Staff 1) Mohd Fakhari B Deraman
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailaccessjaringmy
Staff 5 personsOne person will be on standby after working hours including weekend
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000E-mailtfmjaringmy
Staff Shaharudin Mohd Sharifudin
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailafmjaringmy
Staff Abu Bakar Bin Mohamed Eusoff
Working HoursMonday - Friday
TelE-mail
Response time 4 hoursResolution time within 24 hoursEquipment replacement 10 working daysEquipment Checking amp Maintenance Every 3 months
5
Overall FTTH Technical Support Escalation Work FlowProcessbetween JARINGATI amp MELCO
6
Overall WIFI Technical Escalation Support Workflow
2nd Level Support
Onsite Engineer
JARINGHELP DESK
1st Level Support
JARING Call Center03-8991 7080
E-mail onehelpjaringmy
JARING
UKMSTUDENTS
JARING Technical Support
7
UKM PTM Jaring Support Engineer
Inbound CallEmail
OIR
Overall FTTH Technical Escalation Support Workflow
Received Jims alert on OLTswitch
failure
bull Check fiber optic (FRP single mode)bull Check patch cordbull Check patch panelbull Verify and restore UTP cable between switch to OLT
Start NMC
Troubleshootproblem
bull check connectivity (Fiber)
bull ping into device (OLTONU)
AP failure
not resolve
Access Wireless Access
Troubleshoot on
bullPower failure on ONUOLTswitch APbullSplitterbullPower supply destruction bull FRP cable (physical checking) UTP cable (between switch to AP and switch to OLT)
Troubleshoot on
bull AP
Create TT
Identify and analyze the problem bull check status of switch connected to OLT (updown)
Internal TTRespond time within 24 hoursResolution and Replacement of APSwitchRouter within 2 working days
8
Access
Access Technical Escalation Support Workflow
Problem not resolve or
problem due to equipment
failure
Troubleshoot on
bullONUbullOLTbullSplitter
Innatech
Update Access problem resolve
Problem resolve
Equipment under warranty
(1 year)
Update CIC problem to
resolve
Start
End
Troubleshootproblem
bull check connectivity (Fiber FRP cable)
bull remote into devices (OLTONU Switch)
AFM
Log RMAPurchase equipment
Advise OIR to replace
equipment
Advise Access to
conduct RMA
End
No
No
Yes
No
Yes
Update Access status
9
Support Engineer
TFM
Support Engineer Technical Escalation Support Workflow
Problem not resolve
AFM
Update problem status
Start Liaise with contractor to restore fiber
optic cableUTP
cable
Problem due devicebull APbull Splitter
End
Troubleshoot on
bullONU powerbullOLT powerbullSplitterbullSwitch powerbull APbull FRPUTP cable (between switch to AP and switch to OLT)
Problem due infra bull FRP cable (physical checking)bull UTP cable (from switch to OLT)
Problem due infrabull Single Mode Fiber (after verify by OIR)bull Power destruction
UKM
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
Log RMA
Fill up and submit
Facilities Request Form
Conduct RMA or issues to purchase item
End
No
Yes
10
OIR TFM
OIR Technical Escalation Support Workflow
Start
End
Problem not
resolve
Update problem status
Update problem status to Access
bull Check fiber FRP cablebull Check and restore patch cordbull Check and restore patch panelbull Verify and restore UTP cable between switch to OLT
Liaise with contractor to restore fiber optic cable
Support Engineer
UKM
Problem due to single
mode fiber
Problem due to infra
Report to UKM PIC
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
End
Fill up and submit Facilities Request Form
No
Yes
11
FTTH Technical Guidelineamp
Troubleshooting
12
List of troubleshooting
AREA ACTION
1 Not able to connect 1 Fiber problem Perform logical-link loop back tests Requirement needed 1048709 NE-OSS installed on a desktop or laptop PC 1048709 OLT M-SVCONT cards connected 1048709 OLT Management Window open Please refer to document NE-OSS Handbook 11 Logical Link Loop back Testing fix11Dec for detail troubleshooting
2 Alarm managementwhen alarmed
1 OLT problem Identify OLT problem At the time of displaying the OLT Management Window or when the
display is refreshed if the Status Icon does not show the normal coloring a problem has occurred
13
List of troubleshooting
AREA ACTION
Identify OLT problem The OLT Management Window shows the cards installed in the OLT and
by means of their colors the alarm etc status of each unit Please refer to document NE-OSS Handbook 08 01-10 Eqpt Data
Acquisition amp Setting fix11Dec
3 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
4 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
5 The OLT ManagementWindow is not displayed
orRefresh Screen fails andthe error box shown
belowappears
1 Unable toconnect to OLT
Check the network settings are correct Check the LAN cable is connected correctly (check that the ping command gets a response [see Windows Help]) Check that the registeredOLT IP addresses and SetGet community names are correct Please refer to document NE-OSS Handbook 01-03 Startup Settings
fix11Dec for detail action
14
List of troubleshooting
AREA ACTION
6 When setting upequipment information
thesetting fails with thefollowing error box
Display the Error Factor Window The Logical Link concerned is not operational
7 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
8 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
15
List of troubleshooting
AREA ACTION
9 Error Appears whenMaking or ChangingEquipment Settings
1 EquipmentSetting Error
Display the Error Factor Window
See the descriptions of the errors in the Attachments In the above example the Logical Link concerned is not operational
10 TRAP data is notdisplayed when the
TRAPdisplay Window is
opened
1 TRAP error Confirm that the network settings are correct Confirm that the LAN connections are correct Check the TRAP sources are set up for the NE-OSS PC and also the equipment-side settings Confirm that TRAP sending is not inhibited
11 Software download fails
with ldquoFTP LOGIN Failurerdquo or
ldquoFTP PUT Failurerdquodisplayed
1 Unable toDownloadSoftware
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP addresses and SetGet community names are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP PUT failure Confirm that the required software file exists in the designated directory
under the correct file name Refer to document 86
16
List of troubleshooting
AREA ACTION
12 OLT Log display failswith ldquoFTP LOGIN
Failurerdquo orldquoFTP GET Failurerdquodisplayed
1 Unable toDisplay OLT Log
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP address and SetGet community names
are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP GET failure Confirm the correct temporary folder exists to receive the log from the
OLT If ltInstall_directorygtyenEponOpsyenexecyenuseryenOltLog does not exist create it
17
CONTACT PERSON
JARING CICSUPPORT ENGINEER
OIR ACCESS TFM AFM INNATECH
Working HoursMonday - Friday (8000 am ndash 1100 pm) Tel 03-89917080MY015 015-48155515Email cc-supervisorjaringmy
Staff1) Low Pei Tien
Working HoursMonday - Friday (830 - 530pm)
Tel
Email zaimaliasjaringmy
Staff1) Mohd Zaim Alias
All staff work on normal working hours
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailJ-inmjaringmy
Staff 1) Mohd Fakhari B Deraman
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailaccessjaringmy
Staff 5 personsOne person will be on standby after working hours including weekend
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000E-mailtfmjaringmy
Staff Shaharudin Mohd Sharifudin
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailafmjaringmy
Staff Abu Bakar Bin Mohamed Eusoff
Working HoursMonday - Friday
TelE-mail
Response time 4 hoursResolution time within 24 hoursEquipment replacement 10 working daysEquipment Checking amp Maintenance Every 3 months
6
Overall WIFI Technical Escalation Support Workflow
2nd Level Support
Onsite Engineer
JARINGHELP DESK
1st Level Support
JARING Call Center03-8991 7080
E-mail onehelpjaringmy
JARING
UKMSTUDENTS
JARING Technical Support
7
UKM PTM Jaring Support Engineer
Inbound CallEmail
OIR
Overall FTTH Technical Escalation Support Workflow
Received Jims alert on OLTswitch
failure
bull Check fiber optic (FRP single mode)bull Check patch cordbull Check patch panelbull Verify and restore UTP cable between switch to OLT
Start NMC
Troubleshootproblem
bull check connectivity (Fiber)
bull ping into device (OLTONU)
AP failure
not resolve
Access Wireless Access
Troubleshoot on
bullPower failure on ONUOLTswitch APbullSplitterbullPower supply destruction bull FRP cable (physical checking) UTP cable (between switch to AP and switch to OLT)
Troubleshoot on
bull AP
Create TT
Identify and analyze the problem bull check status of switch connected to OLT (updown)
Internal TTRespond time within 24 hoursResolution and Replacement of APSwitchRouter within 2 working days
8
Access
Access Technical Escalation Support Workflow
Problem not resolve or
problem due to equipment
failure
Troubleshoot on
bullONUbullOLTbullSplitter
Innatech
Update Access problem resolve
Problem resolve
Equipment under warranty
(1 year)
Update CIC problem to
resolve
Start
End
Troubleshootproblem
bull check connectivity (Fiber FRP cable)
bull remote into devices (OLTONU Switch)
AFM
Log RMAPurchase equipment
Advise OIR to replace
equipment
Advise Access to
conduct RMA
End
No
No
Yes
No
Yes
Update Access status
9
Support Engineer
TFM
Support Engineer Technical Escalation Support Workflow
Problem not resolve
AFM
Update problem status
Start Liaise with contractor to restore fiber
optic cableUTP
cable
Problem due devicebull APbull Splitter
End
Troubleshoot on
bullONU powerbullOLT powerbullSplitterbullSwitch powerbull APbull FRPUTP cable (between switch to AP and switch to OLT)
Problem due infra bull FRP cable (physical checking)bull UTP cable (from switch to OLT)
Problem due infrabull Single Mode Fiber (after verify by OIR)bull Power destruction
UKM
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
Log RMA
Fill up and submit
Facilities Request Form
Conduct RMA or issues to purchase item
End
No
Yes
10
OIR TFM
OIR Technical Escalation Support Workflow
Start
End
Problem not
resolve
Update problem status
Update problem status to Access
bull Check fiber FRP cablebull Check and restore patch cordbull Check and restore patch panelbull Verify and restore UTP cable between switch to OLT
Liaise with contractor to restore fiber optic cable
Support Engineer
UKM
Problem due to single
mode fiber
Problem due to infra
Report to UKM PIC
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
End
Fill up and submit Facilities Request Form
No
Yes
11
FTTH Technical Guidelineamp
Troubleshooting
12
List of troubleshooting
AREA ACTION
1 Not able to connect 1 Fiber problem Perform logical-link loop back tests Requirement needed 1048709 NE-OSS installed on a desktop or laptop PC 1048709 OLT M-SVCONT cards connected 1048709 OLT Management Window open Please refer to document NE-OSS Handbook 11 Logical Link Loop back Testing fix11Dec for detail troubleshooting
2 Alarm managementwhen alarmed
1 OLT problem Identify OLT problem At the time of displaying the OLT Management Window or when the
display is refreshed if the Status Icon does not show the normal coloring a problem has occurred
13
List of troubleshooting
AREA ACTION
Identify OLT problem The OLT Management Window shows the cards installed in the OLT and
by means of their colors the alarm etc status of each unit Please refer to document NE-OSS Handbook 08 01-10 Eqpt Data
Acquisition amp Setting fix11Dec
3 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
4 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
5 The OLT ManagementWindow is not displayed
orRefresh Screen fails andthe error box shown
belowappears
1 Unable toconnect to OLT
Check the network settings are correct Check the LAN cable is connected correctly (check that the ping command gets a response [see Windows Help]) Check that the registeredOLT IP addresses and SetGet community names are correct Please refer to document NE-OSS Handbook 01-03 Startup Settings
fix11Dec for detail action
14
List of troubleshooting
AREA ACTION
6 When setting upequipment information
thesetting fails with thefollowing error box
Display the Error Factor Window The Logical Link concerned is not operational
7 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
8 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
15
List of troubleshooting
AREA ACTION
9 Error Appears whenMaking or ChangingEquipment Settings
1 EquipmentSetting Error
Display the Error Factor Window
See the descriptions of the errors in the Attachments In the above example the Logical Link concerned is not operational
10 TRAP data is notdisplayed when the
TRAPdisplay Window is
opened
1 TRAP error Confirm that the network settings are correct Confirm that the LAN connections are correct Check the TRAP sources are set up for the NE-OSS PC and also the equipment-side settings Confirm that TRAP sending is not inhibited
11 Software download fails
with ldquoFTP LOGIN Failurerdquo or
ldquoFTP PUT Failurerdquodisplayed
1 Unable toDownloadSoftware
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP addresses and SetGet community names are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP PUT failure Confirm that the required software file exists in the designated directory
under the correct file name Refer to document 86
16
List of troubleshooting
AREA ACTION
12 OLT Log display failswith ldquoFTP LOGIN
Failurerdquo orldquoFTP GET Failurerdquodisplayed
1 Unable toDisplay OLT Log
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP address and SetGet community names
are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP GET failure Confirm the correct temporary folder exists to receive the log from the
OLT If ltInstall_directorygtyenEponOpsyenexecyenuseryenOltLog does not exist create it
17
CONTACT PERSON
JARING CICSUPPORT ENGINEER
OIR ACCESS TFM AFM INNATECH
Working HoursMonday - Friday (8000 am ndash 1100 pm) Tel 03-89917080MY015 015-48155515Email cc-supervisorjaringmy
Staff1) Low Pei Tien
Working HoursMonday - Friday (830 - 530pm)
Tel
Email zaimaliasjaringmy
Staff1) Mohd Zaim Alias
All staff work on normal working hours
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailJ-inmjaringmy
Staff 1) Mohd Fakhari B Deraman
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailaccessjaringmy
Staff 5 personsOne person will be on standby after working hours including weekend
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000E-mailtfmjaringmy
Staff Shaharudin Mohd Sharifudin
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailafmjaringmy
Staff Abu Bakar Bin Mohamed Eusoff
Working HoursMonday - Friday
TelE-mail
Response time 4 hoursResolution time within 24 hoursEquipment replacement 10 working daysEquipment Checking amp Maintenance Every 3 months
7
UKM PTM Jaring Support Engineer
Inbound CallEmail
OIR
Overall FTTH Technical Escalation Support Workflow
Received Jims alert on OLTswitch
failure
bull Check fiber optic (FRP single mode)bull Check patch cordbull Check patch panelbull Verify and restore UTP cable between switch to OLT
Start NMC
Troubleshootproblem
bull check connectivity (Fiber)
bull ping into device (OLTONU)
AP failure
not resolve
Access Wireless Access
Troubleshoot on
bullPower failure on ONUOLTswitch APbullSplitterbullPower supply destruction bull FRP cable (physical checking) UTP cable (between switch to AP and switch to OLT)
Troubleshoot on
bull AP
Create TT
Identify and analyze the problem bull check status of switch connected to OLT (updown)
Internal TTRespond time within 24 hoursResolution and Replacement of APSwitchRouter within 2 working days
8
Access
Access Technical Escalation Support Workflow
Problem not resolve or
problem due to equipment
failure
Troubleshoot on
bullONUbullOLTbullSplitter
Innatech
Update Access problem resolve
Problem resolve
Equipment under warranty
(1 year)
Update CIC problem to
resolve
Start
End
Troubleshootproblem
bull check connectivity (Fiber FRP cable)
bull remote into devices (OLTONU Switch)
AFM
Log RMAPurchase equipment
Advise OIR to replace
equipment
Advise Access to
conduct RMA
End
No
No
Yes
No
Yes
Update Access status
9
Support Engineer
TFM
Support Engineer Technical Escalation Support Workflow
Problem not resolve
AFM
Update problem status
Start Liaise with contractor to restore fiber
optic cableUTP
cable
Problem due devicebull APbull Splitter
End
Troubleshoot on
bullONU powerbullOLT powerbullSplitterbullSwitch powerbull APbull FRPUTP cable (between switch to AP and switch to OLT)
Problem due infra bull FRP cable (physical checking)bull UTP cable (from switch to OLT)
Problem due infrabull Single Mode Fiber (after verify by OIR)bull Power destruction
UKM
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
Log RMA
Fill up and submit
Facilities Request Form
Conduct RMA or issues to purchase item
End
No
Yes
10
OIR TFM
OIR Technical Escalation Support Workflow
Start
End
Problem not
resolve
Update problem status
Update problem status to Access
bull Check fiber FRP cablebull Check and restore patch cordbull Check and restore patch panelbull Verify and restore UTP cable between switch to OLT
Liaise with contractor to restore fiber optic cable
Support Engineer
UKM
Problem due to single
mode fiber
Problem due to infra
Report to UKM PIC
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
End
Fill up and submit Facilities Request Form
No
Yes
11
FTTH Technical Guidelineamp
Troubleshooting
12
List of troubleshooting
AREA ACTION
1 Not able to connect 1 Fiber problem Perform logical-link loop back tests Requirement needed 1048709 NE-OSS installed on a desktop or laptop PC 1048709 OLT M-SVCONT cards connected 1048709 OLT Management Window open Please refer to document NE-OSS Handbook 11 Logical Link Loop back Testing fix11Dec for detail troubleshooting
2 Alarm managementwhen alarmed
1 OLT problem Identify OLT problem At the time of displaying the OLT Management Window or when the
display is refreshed if the Status Icon does not show the normal coloring a problem has occurred
13
List of troubleshooting
AREA ACTION
Identify OLT problem The OLT Management Window shows the cards installed in the OLT and
by means of their colors the alarm etc status of each unit Please refer to document NE-OSS Handbook 08 01-10 Eqpt Data
Acquisition amp Setting fix11Dec
3 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
4 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
5 The OLT ManagementWindow is not displayed
orRefresh Screen fails andthe error box shown
belowappears
1 Unable toconnect to OLT
Check the network settings are correct Check the LAN cable is connected correctly (check that the ping command gets a response [see Windows Help]) Check that the registeredOLT IP addresses and SetGet community names are correct Please refer to document NE-OSS Handbook 01-03 Startup Settings
fix11Dec for detail action
14
List of troubleshooting
AREA ACTION
6 When setting upequipment information
thesetting fails with thefollowing error box
Display the Error Factor Window The Logical Link concerned is not operational
7 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
8 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
15
List of troubleshooting
AREA ACTION
9 Error Appears whenMaking or ChangingEquipment Settings
1 EquipmentSetting Error
Display the Error Factor Window
See the descriptions of the errors in the Attachments In the above example the Logical Link concerned is not operational
10 TRAP data is notdisplayed when the
TRAPdisplay Window is
opened
1 TRAP error Confirm that the network settings are correct Confirm that the LAN connections are correct Check the TRAP sources are set up for the NE-OSS PC and also the equipment-side settings Confirm that TRAP sending is not inhibited
11 Software download fails
with ldquoFTP LOGIN Failurerdquo or
ldquoFTP PUT Failurerdquodisplayed
1 Unable toDownloadSoftware
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP addresses and SetGet community names are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP PUT failure Confirm that the required software file exists in the designated directory
under the correct file name Refer to document 86
16
List of troubleshooting
AREA ACTION
12 OLT Log display failswith ldquoFTP LOGIN
Failurerdquo orldquoFTP GET Failurerdquodisplayed
1 Unable toDisplay OLT Log
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP address and SetGet community names
are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP GET failure Confirm the correct temporary folder exists to receive the log from the
OLT If ltInstall_directorygtyenEponOpsyenexecyenuseryenOltLog does not exist create it
17
CONTACT PERSON
JARING CICSUPPORT ENGINEER
OIR ACCESS TFM AFM INNATECH
Working HoursMonday - Friday (8000 am ndash 1100 pm) Tel 03-89917080MY015 015-48155515Email cc-supervisorjaringmy
Staff1) Low Pei Tien
Working HoursMonday - Friday (830 - 530pm)
Tel
Email zaimaliasjaringmy
Staff1) Mohd Zaim Alias
All staff work on normal working hours
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailJ-inmjaringmy
Staff 1) Mohd Fakhari B Deraman
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailaccessjaringmy
Staff 5 personsOne person will be on standby after working hours including weekend
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000E-mailtfmjaringmy
Staff Shaharudin Mohd Sharifudin
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailafmjaringmy
Staff Abu Bakar Bin Mohamed Eusoff
Working HoursMonday - Friday
TelE-mail
Response time 4 hoursResolution time within 24 hoursEquipment replacement 10 working daysEquipment Checking amp Maintenance Every 3 months
8
Access
Access Technical Escalation Support Workflow
Problem not resolve or
problem due to equipment
failure
Troubleshoot on
bullONUbullOLTbullSplitter
Innatech
Update Access problem resolve
Problem resolve
Equipment under warranty
(1 year)
Update CIC problem to
resolve
Start
End
Troubleshootproblem
bull check connectivity (Fiber FRP cable)
bull remote into devices (OLTONU Switch)
AFM
Log RMAPurchase equipment
Advise OIR to replace
equipment
Advise Access to
conduct RMA
End
No
No
Yes
No
Yes
Update Access status
9
Support Engineer
TFM
Support Engineer Technical Escalation Support Workflow
Problem not resolve
AFM
Update problem status
Start Liaise with contractor to restore fiber
optic cableUTP
cable
Problem due devicebull APbull Splitter
End
Troubleshoot on
bullONU powerbullOLT powerbullSplitterbullSwitch powerbull APbull FRPUTP cable (between switch to AP and switch to OLT)
Problem due infra bull FRP cable (physical checking)bull UTP cable (from switch to OLT)
Problem due infrabull Single Mode Fiber (after verify by OIR)bull Power destruction
UKM
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
Log RMA
Fill up and submit
Facilities Request Form
Conduct RMA or issues to purchase item
End
No
Yes
10
OIR TFM
OIR Technical Escalation Support Workflow
Start
End
Problem not
resolve
Update problem status
Update problem status to Access
bull Check fiber FRP cablebull Check and restore patch cordbull Check and restore patch panelbull Verify and restore UTP cable between switch to OLT
Liaise with contractor to restore fiber optic cable
Support Engineer
UKM
Problem due to single
mode fiber
Problem due to infra
Report to UKM PIC
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
End
Fill up and submit Facilities Request Form
No
Yes
11
FTTH Technical Guidelineamp
Troubleshooting
12
List of troubleshooting
AREA ACTION
1 Not able to connect 1 Fiber problem Perform logical-link loop back tests Requirement needed 1048709 NE-OSS installed on a desktop or laptop PC 1048709 OLT M-SVCONT cards connected 1048709 OLT Management Window open Please refer to document NE-OSS Handbook 11 Logical Link Loop back Testing fix11Dec for detail troubleshooting
2 Alarm managementwhen alarmed
1 OLT problem Identify OLT problem At the time of displaying the OLT Management Window or when the
display is refreshed if the Status Icon does not show the normal coloring a problem has occurred
13
List of troubleshooting
AREA ACTION
Identify OLT problem The OLT Management Window shows the cards installed in the OLT and
by means of their colors the alarm etc status of each unit Please refer to document NE-OSS Handbook 08 01-10 Eqpt Data
Acquisition amp Setting fix11Dec
3 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
4 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
5 The OLT ManagementWindow is not displayed
orRefresh Screen fails andthe error box shown
belowappears
1 Unable toconnect to OLT
Check the network settings are correct Check the LAN cable is connected correctly (check that the ping command gets a response [see Windows Help]) Check that the registeredOLT IP addresses and SetGet community names are correct Please refer to document NE-OSS Handbook 01-03 Startup Settings
fix11Dec for detail action
14
List of troubleshooting
AREA ACTION
6 When setting upequipment information
thesetting fails with thefollowing error box
Display the Error Factor Window The Logical Link concerned is not operational
7 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
8 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
15
List of troubleshooting
AREA ACTION
9 Error Appears whenMaking or ChangingEquipment Settings
1 EquipmentSetting Error
Display the Error Factor Window
See the descriptions of the errors in the Attachments In the above example the Logical Link concerned is not operational
10 TRAP data is notdisplayed when the
TRAPdisplay Window is
opened
1 TRAP error Confirm that the network settings are correct Confirm that the LAN connections are correct Check the TRAP sources are set up for the NE-OSS PC and also the equipment-side settings Confirm that TRAP sending is not inhibited
11 Software download fails
with ldquoFTP LOGIN Failurerdquo or
ldquoFTP PUT Failurerdquodisplayed
1 Unable toDownloadSoftware
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP addresses and SetGet community names are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP PUT failure Confirm that the required software file exists in the designated directory
under the correct file name Refer to document 86
16
List of troubleshooting
AREA ACTION
12 OLT Log display failswith ldquoFTP LOGIN
Failurerdquo orldquoFTP GET Failurerdquodisplayed
1 Unable toDisplay OLT Log
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP address and SetGet community names
are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP GET failure Confirm the correct temporary folder exists to receive the log from the
OLT If ltInstall_directorygtyenEponOpsyenexecyenuseryenOltLog does not exist create it
17
CONTACT PERSON
JARING CICSUPPORT ENGINEER
OIR ACCESS TFM AFM INNATECH
Working HoursMonday - Friday (8000 am ndash 1100 pm) Tel 03-89917080MY015 015-48155515Email cc-supervisorjaringmy
Staff1) Low Pei Tien
Working HoursMonday - Friday (830 - 530pm)
Tel
Email zaimaliasjaringmy
Staff1) Mohd Zaim Alias
All staff work on normal working hours
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailJ-inmjaringmy
Staff 1) Mohd Fakhari B Deraman
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailaccessjaringmy
Staff 5 personsOne person will be on standby after working hours including weekend
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000E-mailtfmjaringmy
Staff Shaharudin Mohd Sharifudin
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailafmjaringmy
Staff Abu Bakar Bin Mohamed Eusoff
Working HoursMonday - Friday
TelE-mail
Response time 4 hoursResolution time within 24 hoursEquipment replacement 10 working daysEquipment Checking amp Maintenance Every 3 months
9
Support Engineer
TFM
Support Engineer Technical Escalation Support Workflow
Problem not resolve
AFM
Update problem status
Start Liaise with contractor to restore fiber
optic cableUTP
cable
Problem due devicebull APbull Splitter
End
Troubleshoot on
bullONU powerbullOLT powerbullSplitterbullSwitch powerbull APbull FRPUTP cable (between switch to AP and switch to OLT)
Problem due infra bull FRP cable (physical checking)bull UTP cable (from switch to OLT)
Problem due infrabull Single Mode Fiber (after verify by OIR)bull Power destruction
UKM
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
Log RMA
Fill up and submit
Facilities Request Form
Conduct RMA or issues to purchase item
End
No
Yes
10
OIR TFM
OIR Technical Escalation Support Workflow
Start
End
Problem not
resolve
Update problem status
Update problem status to Access
bull Check fiber FRP cablebull Check and restore patch cordbull Check and restore patch panelbull Verify and restore UTP cable between switch to OLT
Liaise with contractor to restore fiber optic cable
Support Engineer
UKM
Problem due to single
mode fiber
Problem due to infra
Report to UKM PIC
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
End
Fill up and submit Facilities Request Form
No
Yes
11
FTTH Technical Guidelineamp
Troubleshooting
12
List of troubleshooting
AREA ACTION
1 Not able to connect 1 Fiber problem Perform logical-link loop back tests Requirement needed 1048709 NE-OSS installed on a desktop or laptop PC 1048709 OLT M-SVCONT cards connected 1048709 OLT Management Window open Please refer to document NE-OSS Handbook 11 Logical Link Loop back Testing fix11Dec for detail troubleshooting
2 Alarm managementwhen alarmed
1 OLT problem Identify OLT problem At the time of displaying the OLT Management Window or when the
display is refreshed if the Status Icon does not show the normal coloring a problem has occurred
13
List of troubleshooting
AREA ACTION
Identify OLT problem The OLT Management Window shows the cards installed in the OLT and
by means of their colors the alarm etc status of each unit Please refer to document NE-OSS Handbook 08 01-10 Eqpt Data
Acquisition amp Setting fix11Dec
3 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
4 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
5 The OLT ManagementWindow is not displayed
orRefresh Screen fails andthe error box shown
belowappears
1 Unable toconnect to OLT
Check the network settings are correct Check the LAN cable is connected correctly (check that the ping command gets a response [see Windows Help]) Check that the registeredOLT IP addresses and SetGet community names are correct Please refer to document NE-OSS Handbook 01-03 Startup Settings
fix11Dec for detail action
14
List of troubleshooting
AREA ACTION
6 When setting upequipment information
thesetting fails with thefollowing error box
Display the Error Factor Window The Logical Link concerned is not operational
7 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
8 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
15
List of troubleshooting
AREA ACTION
9 Error Appears whenMaking or ChangingEquipment Settings
1 EquipmentSetting Error
Display the Error Factor Window
See the descriptions of the errors in the Attachments In the above example the Logical Link concerned is not operational
10 TRAP data is notdisplayed when the
TRAPdisplay Window is
opened
1 TRAP error Confirm that the network settings are correct Confirm that the LAN connections are correct Check the TRAP sources are set up for the NE-OSS PC and also the equipment-side settings Confirm that TRAP sending is not inhibited
11 Software download fails
with ldquoFTP LOGIN Failurerdquo or
ldquoFTP PUT Failurerdquodisplayed
1 Unable toDownloadSoftware
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP addresses and SetGet community names are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP PUT failure Confirm that the required software file exists in the designated directory
under the correct file name Refer to document 86
16
List of troubleshooting
AREA ACTION
12 OLT Log display failswith ldquoFTP LOGIN
Failurerdquo orldquoFTP GET Failurerdquodisplayed
1 Unable toDisplay OLT Log
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP address and SetGet community names
are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP GET failure Confirm the correct temporary folder exists to receive the log from the
OLT If ltInstall_directorygtyenEponOpsyenexecyenuseryenOltLog does not exist create it
17
CONTACT PERSON
JARING CICSUPPORT ENGINEER
OIR ACCESS TFM AFM INNATECH
Working HoursMonday - Friday (8000 am ndash 1100 pm) Tel 03-89917080MY015 015-48155515Email cc-supervisorjaringmy
Staff1) Low Pei Tien
Working HoursMonday - Friday (830 - 530pm)
Tel
Email zaimaliasjaringmy
Staff1) Mohd Zaim Alias
All staff work on normal working hours
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailJ-inmjaringmy
Staff 1) Mohd Fakhari B Deraman
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailaccessjaringmy
Staff 5 personsOne person will be on standby after working hours including weekend
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000E-mailtfmjaringmy
Staff Shaharudin Mohd Sharifudin
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailafmjaringmy
Staff Abu Bakar Bin Mohamed Eusoff
Working HoursMonday - Friday
TelE-mail
Response time 4 hoursResolution time within 24 hoursEquipment replacement 10 working daysEquipment Checking amp Maintenance Every 3 months
10
OIR TFM
OIR Technical Escalation Support Workflow
Start
End
Problem not
resolve
Update problem status
Update problem status to Access
bull Check fiber FRP cablebull Check and restore patch cordbull Check and restore patch panelbull Verify and restore UTP cable between switch to OLT
Liaise with contractor to restore fiber optic cable
Support Engineer
UKM
Problem due to single
mode fiber
Problem due to infra
Report to UKM PIC
Update CIC TT to close
Verify and Restore fiber optic cable
Update problem status
End
Fill up and submit Facilities Request Form
No
Yes
11
FTTH Technical Guidelineamp
Troubleshooting
12
List of troubleshooting
AREA ACTION
1 Not able to connect 1 Fiber problem Perform logical-link loop back tests Requirement needed 1048709 NE-OSS installed on a desktop or laptop PC 1048709 OLT M-SVCONT cards connected 1048709 OLT Management Window open Please refer to document NE-OSS Handbook 11 Logical Link Loop back Testing fix11Dec for detail troubleshooting
2 Alarm managementwhen alarmed
1 OLT problem Identify OLT problem At the time of displaying the OLT Management Window or when the
display is refreshed if the Status Icon does not show the normal coloring a problem has occurred
13
List of troubleshooting
AREA ACTION
Identify OLT problem The OLT Management Window shows the cards installed in the OLT and
by means of their colors the alarm etc status of each unit Please refer to document NE-OSS Handbook 08 01-10 Eqpt Data
Acquisition amp Setting fix11Dec
3 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
4 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
5 The OLT ManagementWindow is not displayed
orRefresh Screen fails andthe error box shown
belowappears
1 Unable toconnect to OLT
Check the network settings are correct Check the LAN cable is connected correctly (check that the ping command gets a response [see Windows Help]) Check that the registeredOLT IP addresses and SetGet community names are correct Please refer to document NE-OSS Handbook 01-03 Startup Settings
fix11Dec for detail action
14
List of troubleshooting
AREA ACTION
6 When setting upequipment information
thesetting fails with thefollowing error box
Display the Error Factor Window The Logical Link concerned is not operational
7 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
8 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
15
List of troubleshooting
AREA ACTION
9 Error Appears whenMaking or ChangingEquipment Settings
1 EquipmentSetting Error
Display the Error Factor Window
See the descriptions of the errors in the Attachments In the above example the Logical Link concerned is not operational
10 TRAP data is notdisplayed when the
TRAPdisplay Window is
opened
1 TRAP error Confirm that the network settings are correct Confirm that the LAN connections are correct Check the TRAP sources are set up for the NE-OSS PC and also the equipment-side settings Confirm that TRAP sending is not inhibited
11 Software download fails
with ldquoFTP LOGIN Failurerdquo or
ldquoFTP PUT Failurerdquodisplayed
1 Unable toDownloadSoftware
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP addresses and SetGet community names are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP PUT failure Confirm that the required software file exists in the designated directory
under the correct file name Refer to document 86
16
List of troubleshooting
AREA ACTION
12 OLT Log display failswith ldquoFTP LOGIN
Failurerdquo orldquoFTP GET Failurerdquodisplayed
1 Unable toDisplay OLT Log
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP address and SetGet community names
are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP GET failure Confirm the correct temporary folder exists to receive the log from the
OLT If ltInstall_directorygtyenEponOpsyenexecyenuseryenOltLog does not exist create it
17
CONTACT PERSON
JARING CICSUPPORT ENGINEER
OIR ACCESS TFM AFM INNATECH
Working HoursMonday - Friday (8000 am ndash 1100 pm) Tel 03-89917080MY015 015-48155515Email cc-supervisorjaringmy
Staff1) Low Pei Tien
Working HoursMonday - Friday (830 - 530pm)
Tel
Email zaimaliasjaringmy
Staff1) Mohd Zaim Alias
All staff work on normal working hours
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailJ-inmjaringmy
Staff 1) Mohd Fakhari B Deraman
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailaccessjaringmy
Staff 5 personsOne person will be on standby after working hours including weekend
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000E-mailtfmjaringmy
Staff Shaharudin Mohd Sharifudin
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailafmjaringmy
Staff Abu Bakar Bin Mohamed Eusoff
Working HoursMonday - Friday
TelE-mail
Response time 4 hoursResolution time within 24 hoursEquipment replacement 10 working daysEquipment Checking amp Maintenance Every 3 months
11
FTTH Technical Guidelineamp
Troubleshooting
12
List of troubleshooting
AREA ACTION
1 Not able to connect 1 Fiber problem Perform logical-link loop back tests Requirement needed 1048709 NE-OSS installed on a desktop or laptop PC 1048709 OLT M-SVCONT cards connected 1048709 OLT Management Window open Please refer to document NE-OSS Handbook 11 Logical Link Loop back Testing fix11Dec for detail troubleshooting
2 Alarm managementwhen alarmed
1 OLT problem Identify OLT problem At the time of displaying the OLT Management Window or when the
display is refreshed if the Status Icon does not show the normal coloring a problem has occurred
13
List of troubleshooting
AREA ACTION
Identify OLT problem The OLT Management Window shows the cards installed in the OLT and
by means of their colors the alarm etc status of each unit Please refer to document NE-OSS Handbook 08 01-10 Eqpt Data
Acquisition amp Setting fix11Dec
3 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
4 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
5 The OLT ManagementWindow is not displayed
orRefresh Screen fails andthe error box shown
belowappears
1 Unable toconnect to OLT
Check the network settings are correct Check the LAN cable is connected correctly (check that the ping command gets a response [see Windows Help]) Check that the registeredOLT IP addresses and SetGet community names are correct Please refer to document NE-OSS Handbook 01-03 Startup Settings
fix11Dec for detail action
14
List of troubleshooting
AREA ACTION
6 When setting upequipment information
thesetting fails with thefollowing error box
Display the Error Factor Window The Logical Link concerned is not operational
7 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
8 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
15
List of troubleshooting
AREA ACTION
9 Error Appears whenMaking or ChangingEquipment Settings
1 EquipmentSetting Error
Display the Error Factor Window
See the descriptions of the errors in the Attachments In the above example the Logical Link concerned is not operational
10 TRAP data is notdisplayed when the
TRAPdisplay Window is
opened
1 TRAP error Confirm that the network settings are correct Confirm that the LAN connections are correct Check the TRAP sources are set up for the NE-OSS PC and also the equipment-side settings Confirm that TRAP sending is not inhibited
11 Software download fails
with ldquoFTP LOGIN Failurerdquo or
ldquoFTP PUT Failurerdquodisplayed
1 Unable toDownloadSoftware
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP addresses and SetGet community names are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP PUT failure Confirm that the required software file exists in the designated directory
under the correct file name Refer to document 86
16
List of troubleshooting
AREA ACTION
12 OLT Log display failswith ldquoFTP LOGIN
Failurerdquo orldquoFTP GET Failurerdquodisplayed
1 Unable toDisplay OLT Log
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP address and SetGet community names
are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP GET failure Confirm the correct temporary folder exists to receive the log from the
OLT If ltInstall_directorygtyenEponOpsyenexecyenuseryenOltLog does not exist create it
17
CONTACT PERSON
JARING CICSUPPORT ENGINEER
OIR ACCESS TFM AFM INNATECH
Working HoursMonday - Friday (8000 am ndash 1100 pm) Tel 03-89917080MY015 015-48155515Email cc-supervisorjaringmy
Staff1) Low Pei Tien
Working HoursMonday - Friday (830 - 530pm)
Tel
Email zaimaliasjaringmy
Staff1) Mohd Zaim Alias
All staff work on normal working hours
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailJ-inmjaringmy
Staff 1) Mohd Fakhari B Deraman
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailaccessjaringmy
Staff 5 personsOne person will be on standby after working hours including weekend
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000E-mailtfmjaringmy
Staff Shaharudin Mohd Sharifudin
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailafmjaringmy
Staff Abu Bakar Bin Mohamed Eusoff
Working HoursMonday - Friday
TelE-mail
Response time 4 hoursResolution time within 24 hoursEquipment replacement 10 working daysEquipment Checking amp Maintenance Every 3 months
12
List of troubleshooting
AREA ACTION
1 Not able to connect 1 Fiber problem Perform logical-link loop back tests Requirement needed 1048709 NE-OSS installed on a desktop or laptop PC 1048709 OLT M-SVCONT cards connected 1048709 OLT Management Window open Please refer to document NE-OSS Handbook 11 Logical Link Loop back Testing fix11Dec for detail troubleshooting
2 Alarm managementwhen alarmed
1 OLT problem Identify OLT problem At the time of displaying the OLT Management Window or when the
display is refreshed if the Status Icon does not show the normal coloring a problem has occurred
13
List of troubleshooting
AREA ACTION
Identify OLT problem The OLT Management Window shows the cards installed in the OLT and
by means of their colors the alarm etc status of each unit Please refer to document NE-OSS Handbook 08 01-10 Eqpt Data
Acquisition amp Setting fix11Dec
3 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
4 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
5 The OLT ManagementWindow is not displayed
orRefresh Screen fails andthe error box shown
belowappears
1 Unable toconnect to OLT
Check the network settings are correct Check the LAN cable is connected correctly (check that the ping command gets a response [see Windows Help]) Check that the registeredOLT IP addresses and SetGet community names are correct Please refer to document NE-OSS Handbook 01-03 Startup Settings
fix11Dec for detail action
14
List of troubleshooting
AREA ACTION
6 When setting upequipment information
thesetting fails with thefollowing error box
Display the Error Factor Window The Logical Link concerned is not operational
7 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
8 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
15
List of troubleshooting
AREA ACTION
9 Error Appears whenMaking or ChangingEquipment Settings
1 EquipmentSetting Error
Display the Error Factor Window
See the descriptions of the errors in the Attachments In the above example the Logical Link concerned is not operational
10 TRAP data is notdisplayed when the
TRAPdisplay Window is
opened
1 TRAP error Confirm that the network settings are correct Confirm that the LAN connections are correct Check the TRAP sources are set up for the NE-OSS PC and also the equipment-side settings Confirm that TRAP sending is not inhibited
11 Software download fails
with ldquoFTP LOGIN Failurerdquo or
ldquoFTP PUT Failurerdquodisplayed
1 Unable toDownloadSoftware
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP addresses and SetGet community names are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP PUT failure Confirm that the required software file exists in the designated directory
under the correct file name Refer to document 86
16
List of troubleshooting
AREA ACTION
12 OLT Log display failswith ldquoFTP LOGIN
Failurerdquo orldquoFTP GET Failurerdquodisplayed
1 Unable toDisplay OLT Log
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP address and SetGet community names
are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP GET failure Confirm the correct temporary folder exists to receive the log from the
OLT If ltInstall_directorygtyenEponOpsyenexecyenuseryenOltLog does not exist create it
17
CONTACT PERSON
JARING CICSUPPORT ENGINEER
OIR ACCESS TFM AFM INNATECH
Working HoursMonday - Friday (8000 am ndash 1100 pm) Tel 03-89917080MY015 015-48155515Email cc-supervisorjaringmy
Staff1) Low Pei Tien
Working HoursMonday - Friday (830 - 530pm)
Tel
Email zaimaliasjaringmy
Staff1) Mohd Zaim Alias
All staff work on normal working hours
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailJ-inmjaringmy
Staff 1) Mohd Fakhari B Deraman
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailaccessjaringmy
Staff 5 personsOne person will be on standby after working hours including weekend
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000E-mailtfmjaringmy
Staff Shaharudin Mohd Sharifudin
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailafmjaringmy
Staff Abu Bakar Bin Mohamed Eusoff
Working HoursMonday - Friday
TelE-mail
Response time 4 hoursResolution time within 24 hoursEquipment replacement 10 working daysEquipment Checking amp Maintenance Every 3 months
13
List of troubleshooting
AREA ACTION
Identify OLT problem The OLT Management Window shows the cards installed in the OLT and
by means of their colors the alarm etc status of each unit Please refer to document NE-OSS Handbook 08 01-10 Eqpt Data
Acquisition amp Setting fix11Dec
3 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
4 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
5 The OLT ManagementWindow is not displayed
orRefresh Screen fails andthe error box shown
belowappears
1 Unable toconnect to OLT
Check the network settings are correct Check the LAN cable is connected correctly (check that the ping command gets a response [see Windows Help]) Check that the registeredOLT IP addresses and SetGet community names are correct Please refer to document NE-OSS Handbook 01-03 Startup Settings
fix11Dec for detail action
14
List of troubleshooting
AREA ACTION
6 When setting upequipment information
thesetting fails with thefollowing error box
Display the Error Factor Window The Logical Link concerned is not operational
7 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
8 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
15
List of troubleshooting
AREA ACTION
9 Error Appears whenMaking or ChangingEquipment Settings
1 EquipmentSetting Error
Display the Error Factor Window
See the descriptions of the errors in the Attachments In the above example the Logical Link concerned is not operational
10 TRAP data is notdisplayed when the
TRAPdisplay Window is
opened
1 TRAP error Confirm that the network settings are correct Confirm that the LAN connections are correct Check the TRAP sources are set up for the NE-OSS PC and also the equipment-side settings Confirm that TRAP sending is not inhibited
11 Software download fails
with ldquoFTP LOGIN Failurerdquo or
ldquoFTP PUT Failurerdquodisplayed
1 Unable toDownloadSoftware
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP addresses and SetGet community names are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP PUT failure Confirm that the required software file exists in the designated directory
under the correct file name Refer to document 86
16
List of troubleshooting
AREA ACTION
12 OLT Log display failswith ldquoFTP LOGIN
Failurerdquo orldquoFTP GET Failurerdquodisplayed
1 Unable toDisplay OLT Log
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP address and SetGet community names
are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP GET failure Confirm the correct temporary folder exists to receive the log from the
OLT If ltInstall_directorygtyenEponOpsyenexecyenuseryenOltLog does not exist create it
17
CONTACT PERSON
JARING CICSUPPORT ENGINEER
OIR ACCESS TFM AFM INNATECH
Working HoursMonday - Friday (8000 am ndash 1100 pm) Tel 03-89917080MY015 015-48155515Email cc-supervisorjaringmy
Staff1) Low Pei Tien
Working HoursMonday - Friday (830 - 530pm)
Tel
Email zaimaliasjaringmy
Staff1) Mohd Zaim Alias
All staff work on normal working hours
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailJ-inmjaringmy
Staff 1) Mohd Fakhari B Deraman
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailaccessjaringmy
Staff 5 personsOne person will be on standby after working hours including weekend
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000E-mailtfmjaringmy
Staff Shaharudin Mohd Sharifudin
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailafmjaringmy
Staff Abu Bakar Bin Mohamed Eusoff
Working HoursMonday - Friday
TelE-mail
Response time 4 hoursResolution time within 24 hoursEquipment replacement 10 working daysEquipment Checking amp Maintenance Every 3 months
14
List of troubleshooting
AREA ACTION
6 When setting upequipment information
thesetting fails with thefollowing error box
Display the Error Factor Window The Logical Link concerned is not operational
7 Row of data in anLLID Management
Windowis not the normal color(black)
1 ONU problem Identify ONU problem Please refer document NE-OSS Handbook 09 ONU Data Acquisition
amp Setting fix11Dec on topics Display the LLID Management Window Display the LLID Properties Window
8 When starting the NE-OSS the command-
linewindow closes and the
NEOSS Main Screen fails toAppear
1 Unable tostart the NE-OSS
The Java 2 Runtime Environment is probably not installed
15
List of troubleshooting
AREA ACTION
9 Error Appears whenMaking or ChangingEquipment Settings
1 EquipmentSetting Error
Display the Error Factor Window
See the descriptions of the errors in the Attachments In the above example the Logical Link concerned is not operational
10 TRAP data is notdisplayed when the
TRAPdisplay Window is
opened
1 TRAP error Confirm that the network settings are correct Confirm that the LAN connections are correct Check the TRAP sources are set up for the NE-OSS PC and also the equipment-side settings Confirm that TRAP sending is not inhibited
11 Software download fails
with ldquoFTP LOGIN Failurerdquo or
ldquoFTP PUT Failurerdquodisplayed
1 Unable toDownloadSoftware
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP addresses and SetGet community names are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP PUT failure Confirm that the required software file exists in the designated directory
under the correct file name Refer to document 86
16
List of troubleshooting
AREA ACTION
12 OLT Log display failswith ldquoFTP LOGIN
Failurerdquo orldquoFTP GET Failurerdquodisplayed
1 Unable toDisplay OLT Log
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP address and SetGet community names
are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP GET failure Confirm the correct temporary folder exists to receive the log from the
OLT If ltInstall_directorygtyenEponOpsyenexecyenuseryenOltLog does not exist create it
17
CONTACT PERSON
JARING CICSUPPORT ENGINEER
OIR ACCESS TFM AFM INNATECH
Working HoursMonday - Friday (8000 am ndash 1100 pm) Tel 03-89917080MY015 015-48155515Email cc-supervisorjaringmy
Staff1) Low Pei Tien
Working HoursMonday - Friday (830 - 530pm)
Tel
Email zaimaliasjaringmy
Staff1) Mohd Zaim Alias
All staff work on normal working hours
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailJ-inmjaringmy
Staff 1) Mohd Fakhari B Deraman
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailaccessjaringmy
Staff 5 personsOne person will be on standby after working hours including weekend
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000E-mailtfmjaringmy
Staff Shaharudin Mohd Sharifudin
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailafmjaringmy
Staff Abu Bakar Bin Mohamed Eusoff
Working HoursMonday - Friday
TelE-mail
Response time 4 hoursResolution time within 24 hoursEquipment replacement 10 working daysEquipment Checking amp Maintenance Every 3 months
15
List of troubleshooting
AREA ACTION
9 Error Appears whenMaking or ChangingEquipment Settings
1 EquipmentSetting Error
Display the Error Factor Window
See the descriptions of the errors in the Attachments In the above example the Logical Link concerned is not operational
10 TRAP data is notdisplayed when the
TRAPdisplay Window is
opened
1 TRAP error Confirm that the network settings are correct Confirm that the LAN connections are correct Check the TRAP sources are set up for the NE-OSS PC and also the equipment-side settings Confirm that TRAP sending is not inhibited
11 Software download fails
with ldquoFTP LOGIN Failurerdquo or
ldquoFTP PUT Failurerdquodisplayed
1 Unable toDownloadSoftware
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP addresses and SetGet community names are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP PUT failure Confirm that the required software file exists in the designated directory
under the correct file name Refer to document 86
16
List of troubleshooting
AREA ACTION
12 OLT Log display failswith ldquoFTP LOGIN
Failurerdquo orldquoFTP GET Failurerdquodisplayed
1 Unable toDisplay OLT Log
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP address and SetGet community names
are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP GET failure Confirm the correct temporary folder exists to receive the log from the
OLT If ltInstall_directorygtyenEponOpsyenexecyenuseryenOltLog does not exist create it
17
CONTACT PERSON
JARING CICSUPPORT ENGINEER
OIR ACCESS TFM AFM INNATECH
Working HoursMonday - Friday (8000 am ndash 1100 pm) Tel 03-89917080MY015 015-48155515Email cc-supervisorjaringmy
Staff1) Low Pei Tien
Working HoursMonday - Friday (830 - 530pm)
Tel
Email zaimaliasjaringmy
Staff1) Mohd Zaim Alias
All staff work on normal working hours
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailJ-inmjaringmy
Staff 1) Mohd Fakhari B Deraman
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailaccessjaringmy
Staff 5 personsOne person will be on standby after working hours including weekend
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000E-mailtfmjaringmy
Staff Shaharudin Mohd Sharifudin
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailafmjaringmy
Staff Abu Bakar Bin Mohamed Eusoff
Working HoursMonday - Friday
TelE-mail
Response time 4 hoursResolution time within 24 hoursEquipment replacement 10 working daysEquipment Checking amp Maintenance Every 3 months
16
List of troubleshooting
AREA ACTION
12 OLT Log display failswith ldquoFTP LOGIN
Failurerdquo orldquoFTP GET Failurerdquodisplayed
1 Unable toDisplay OLT Log
Confirm that the network settings are correct Confirm that the LAN connections are correct Check that the registered OLT IP address and SetGet community names
are correctIf Steps 1~3 uncover incorrect settings correct them If the settings
arecorrect follow the procedure below For FTP LOGIN failure Check that no other operator is has made an FTP connection to the
equipment Only one FTP process can be executed at a time Wait until the process has been completed
For FTP GET failure Confirm the correct temporary folder exists to receive the log from the
OLT If ltInstall_directorygtyenEponOpsyenexecyenuseryenOltLog does not exist create it
17
CONTACT PERSON
JARING CICSUPPORT ENGINEER
OIR ACCESS TFM AFM INNATECH
Working HoursMonday - Friday (8000 am ndash 1100 pm) Tel 03-89917080MY015 015-48155515Email cc-supervisorjaringmy
Staff1) Low Pei Tien
Working HoursMonday - Friday (830 - 530pm)
Tel
Email zaimaliasjaringmy
Staff1) Mohd Zaim Alias
All staff work on normal working hours
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailJ-inmjaringmy
Staff 1) Mohd Fakhari B Deraman
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailaccessjaringmy
Staff 5 personsOne person will be on standby after working hours including weekend
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000E-mailtfmjaringmy
Staff Shaharudin Mohd Sharifudin
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailafmjaringmy
Staff Abu Bakar Bin Mohamed Eusoff
Working HoursMonday - Friday
TelE-mail
Response time 4 hoursResolution time within 24 hoursEquipment replacement 10 working daysEquipment Checking amp Maintenance Every 3 months
17
CONTACT PERSON
JARING CICSUPPORT ENGINEER
OIR ACCESS TFM AFM INNATECH
Working HoursMonday - Friday (8000 am ndash 1100 pm) Tel 03-89917080MY015 015-48155515Email cc-supervisorjaringmy
Staff1) Low Pei Tien
Working HoursMonday - Friday (830 - 530pm)
Tel
Email zaimaliasjaringmy
Staff1) Mohd Zaim Alias
All staff work on normal working hours
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailJ-inmjaringmy
Staff 1) Mohd Fakhari B Deraman
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailaccessjaringmy
Staff 5 personsOne person will be on standby after working hours including weekend
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000E-mailtfmjaringmy
Staff Shaharudin Mohd Sharifudin
Working HoursMonday - Friday (830 - 530pm)
Tel 03-89965000
E-mailafmjaringmy
Staff Abu Bakar Bin Mohamed Eusoff
Working HoursMonday - Friday
TelE-mail
Response time 4 hoursResolution time within 24 hoursEquipment replacement 10 working daysEquipment Checking amp Maintenance Every 3 months
