Natalie’s Notes – TCC

Submitting Tickets:
-Submit a ticket through the support site.
-Make sure when done the ticket, you copy and paste the report into the trouble ticket.

If on call:
-Set the dispatch to ON CALL PHONE as well as assign it to Christopher
-This way the technicians can see the ticket in their app suite.

* If a 716 is linking up but not working – check under status – software image should be 10.4.70.2 or something with an address starting with 10 – At least one of the software images needs to be valid – if you ever see the software image is invalid on both then the ONT is dead*
-show ifstats – shows errors as well. In errors and Out errors. Discards aren’t a big thing that just means that we filter them out before they hit the network.

CALIX ONTS:

Associations tab for Calix ONTS
10 – VOIP (Phone)
Could be 15, 16 or 403 (Usually 15)– Regular high speed
14 – static IP (194 IP)
7 – VOICE
6 – TV
2- Management
SharedONT82 instead of high speed on the services- means that there is an ONT shared between two or more customers.
In the Associations tab on the blade if there is an Install error in the status column instead of active – we ran out of mac addresses on the port – need to call 2nd level support.

On the service tab when its a shared ONT not high speed:
4- 716ONT
29 – 836 ONT

For 716 and 836 ONT’s:
– Telnet 10.69.12.114 – This is a special ONT.
*If it asks you for a password without a username you are on the wrong port*
– Try port 2001 (if that doesn’t work then use port 23)
– User: admin
– Password: fiber1ttx

Enter the login which is admin/fiber1ttx

*If it is a 2343 ONT then we SSH into it, username is cli and password is occam*

List of commands that are useful:
– Show ? – lists the different show options

– Show iftable – shows the state of the Ethernet ports. Ethernet 0 is Ethernet 1/port 1 on the ONT.

– Show ifstats – shows each interface – this will show you the in octets and out octets and is a good way to tell if there is traffic as well as if there are any errors on the Ethernet.

– Show voip mib – shows if on hook, off hook etc…

– Show voice status – Shows the status of the ONT: Under server status – active means its connected to the switch and is working, quarantine means it is not connecting or locked out. This command also shows the hook state.

– Os sys – shows the up time of the ONT

– Os log dump – shows every time an ethernet link goes up and down, logs into an ONT… etc…

– Ver – Shows you the type of ONT that it is (either 716 or 836)

– History -Shows all commands entered since device has been booted – very helpful on shared ONT’s. This will also show the bridge setup commands – there should be 4 commands for (One for each ethernet port)

– Reset – Reboots the ONT

GPON ONT’s:
-LAN tab on the blade port – the number in the untagged vlan will match the vlan ID on the services tab.
-On the Statistics tab under performance monitoring choose Ethernet then whatever lan port you want to view – this shows the Rx packets.
-On the Statistics tab under Statistics, select the ONT-stats from the drop down menu – this will show you if there are any errors on the fibre.
-In the configuration section under link state – shows if the ONT is up or down
-Under POTS – shows admin state and all info for the voice service.
-ONT profile – ON2442 , 716GE
-With GPON – all statistics are within the blade – change ARP to ONT stats – bip error count – errors on the fibre, if it’s a low value (6) then its okay.
-The rx Pwr (d Bm) – shows the signal the ONT is receiving from the GPON blade – don’t want it to be greater than -25, so -16.2 is good.
-Under performance monitoring – go ethernet and then select ethernet port – in here you can tell if there are errors on the port.
-Alarms tab on a blade – then history – show all the history. Events – will show every time an ONT goes down or gets unplugged etc…
-Under access profile – video – MAC limit – if its 5 then it means there’s a limit of 5 boxes on the port.

DSL:
– LOGIN: guest/ipvideo
-15 is internet, 6 is tv, management for a modem is 8
-Should be able to open up a web browser for the vlan 8 to get into the device. User and password are support/support.
-Device info statistics – xdsl – shows errors.
-Under diagnostics – this will show which ports are linked up and which are not. Pass is linked up, fail is not linked up.
-Management/ settings / restore defaults – equivalent of doing a factory reset on an ovislink – do not let the customer hold the button down for more than 2 seconds.
-If the customer does do the factory reset make sure the device has been up for more than a minute before doing so.
-If there is any connectivity issues a factory reset helps as well as if the dsl is not passing traffic but everything else looks fine.
-Need to make sure there is a management service – MGMT-MDM under services, if they are supposed to be setup for management.
-Before factory resetting– make sure the modem is purple – VDSL router. If it is a comtrend – don’t factory will not come back up.
-If have internet and video – train them up at 50meg

P&S in IVUE:
-If in the P&S in ivue it shows they have wireless support – then you should be able to get into their equipment and you have to support their wireless. If they don’t have wireless support then you only have to do basic troubleshooting.
-LAN extension – usually two elmo modems (Back to back DSL modems)– one on each end – basically runs dsl with ethernet on each side.

Wireless:
User: admin
Password: tmts876
-Only AP’s have a sessions status. – Don’t reboot AP’s.
-Session status – show idle sessions needs to be enabled. – session – shows uptime – reg count and re – reg count – if a lot of re reg’s then there could be something wrong.
-On power tab – shows the receive power – The higher the number is the better. For example: -59 is better than -79. Anything over -80 can be an issue – talk to second level support before sending it to repair.
-For 900: under -75 is good.
-Signal to noise ratio – the higher the number the better the connection.
-Configuration – shows the different data rates. For example: 18500 by 1500 means they have 18.5 by 1.5
-Ethernet (Both AP’s and Radios) in the statistics section shows how many times the port has been linked. How many times the port has linked since the radio has last been rebooted. Link detected: If it says 3 then that means that it linked up 3 times. Link lost: if it says 2 then that means the link for the ethernet was lost 2 times.
-The In octets will climb even if router isn’t plugged in because it will try to send information. The clear statistics button allows you to start over for monitoring purposes.
-Frame utilization (AP specific) – shows how much bandwidth is being used – this helps to prevent things from being sent to repair.
*If everyone is using the tower sometimes they cant get more bandwidth because everyone is using it.*
-If it shows half duplex – might be something wrong with the ethernet cable.
-If errors are climbing – send someone out, if not then monitor.
-Beacons need to be near 100% – doesn’t mean every customer will get that, but if beacons are low it could be an issue with aiming.
-Site Information – shows the customer and the address.
-Under statistics – bridging table – shows two columns that say Age of -1. There should always be a 3rd column for the ethernet 0 (ethernet 1) interface – this will show you the mac address of the router. If there is no mac then the router is connected wrong or set for pppoe.
-If the column says age is 15 that just means its been 15 mins since the mac address has been seen. For the most case if everything is working right then the age should be either 1 or 2.
-Under configuration – then vlan – should always be a management vlan ID. If default port is at 1 then we need to put the vlan in.
-Under Tools – link capacity test. – do link test with bridging – signal to noise ratio – enabled. Link test – high low priority , make sure time is set to 10 seconds– then start the test. – Shows what the maximum the radio can get to the tower. – The speeds under efficiency shows the percentage the higher the modulation the better the speeds and connection. 16QAM and 64QAM are usually what you will see. When modulation is equal under the modulation percentage that is good.
-Tools/alignment tool – shows receive power and modulation. You want Path A and B to be equal or at least very similar.
-Tools /AP evaluation. – Sometimes you will see multiple access points. This also shows you the colour code.
-Configuration/ radio /Additional color code tables – shows other color codes it can connect too until the AP comes back up and reconnects to it.
– Not all access points will give you the same information.
–Some access points don’t show frame utilization
-Registered SM Counts – shows how many people are connected.
-On 900 and 2.4 radios – authenticate with prism – if the state in the session status says registration state then the prism service has died – let Christopher or Pete know. This issue doesn’t affect 3.6 customers.
-On canopy one’s – on sessions tab will show you who is connected and the power level – shows re reg’s. To get into the radio – go to LUID select – enter in the LUID you get from the sessions tab.

LOOKING UP SPECIFIC SERVICES:
-Go to bridging table and get last 4 of mac address
-Open DSL gateway then diagnostics then ARP table– this will show you every wireless customer using DHCP.

Search for their last 4 of the mac address (ctrl + f) – this will allow you to find his IP Address.

Then you go to NTOP – search the IP – select whatever comes up – this will show you information for that router for statistics.

Activity map – darker the color – shows that he is maxing out his connection.

If you go to flows on the same bar of everything else – shows you what the customer is currently doing on the connection.

MXTOOLBOX.COM – run the mx record (etc rowtruck.com) – shows the host – and the IP of the server that their mail is being sent too.

DHCP server for Minera for amino 140’s and 540’s:
ssh tech@192.168.131.5
password: Comcentric

The ls command shows a listing of what is in the directory.
./set_sd_ip ____________________ (type in IP address) this will allow old amino to force to standard definition (tv will say out of range)
-cd amino — then enter — then type ls
./STBremoteconf help – lists everything it can do.
.STBremoteconf 10.54.33.23 DEFAULT_VOLUME 100 – sets the volume back
./STBremoteconf __________LOGREAD – allows log read
-If it is a Pvr then to send a reformat command it is:
/STBremoteconf ________ REFORMAT
–STATS – shows information about free memory
-CHANNEL _____ (channel number) – will force the box to go to that specific channel.

Examples:

-If they are ADTRAN but a copper customer and not fibre then call Christopher

11205316 – go to path trace – shows its on the ADTRAN – show you the equip name – look it up in the ADTRAN AOE – can go by blade info or address or account #.
11288757 – path trace – if says adtran to hous – need to call Christopher

11288220 – go to IP – port is in facilities
11286234 – IP address in switch equipment – IP given to radio – if IP doesn’t work – look at parent equip – LOND-CANOPY-1 – lonsborough 3.6 AP 1
-In P&S – $45 is 1 meg, 10 meg is $50.
If it is a Brussels customer – when you go to facilities – the IP in switch equipment is the AP not the actual radio, you have to find the radio through the AP.

Allow me to turn up and down services (Just for me).
Administrator
tccl9876

/INET – Internet
/VOIP – Phone
/STATIC – Static IP

Ivue:
-Facilities for wireless customers: IP – shows the IP – if you go to that address then it will take you straight to radio. *Brussels customers don’t have IP address.*
-P&S will sometimes have Static IP. Go to the internet tab then IP address – this will show you the information for the static so if a customer ever calls asking for it then it will be in there.

ADTRAN:
-After looking up the customer, right click then hit list services – in here you can check to see what services they have enabled and whether or not the customer is suspended.

-To view the equipment, right click the customer again then press open device console, this will show you the information on the port for the customer.
-The green circle on the ports means that the port is up. Red means port is configured but the link is down and Grey means disabled.
-Port 1 is usually internet, ports 2,3 and 4 are television.

To see the MAC of what is connected to it:
-Click on the ethernet port you want to look at
-Click Status, then on the left click MAC Address

Zenoss (Wireless):
-Layout of network equipment that is down or bad.

MSG High Speed (Cable NOMS):
-If you want to connect to an ASUS router then you use the IP address in the CPE section then search the IP ___________:8080
User: root, Password: tccl9876

OCTOBER 31st NEW NOTES:

-Check the US and DS make sure they are both good
-Also check flaps and see if there are any
-If the modem is not coming up after a reboot from both the customer and yourself then delete the modem and it should hopefully train back up, if not then
it needs to be sent to repair to look at.

ADTRAN DSL Lookup:
-SSH using putty to 192.168.112.208
-Username: ampsupport
-Password: support
-Gives read only access.
-Once you login with the user and password it will give you a list of the different areas and their IP’s with numbers assigned to each of them.
-It will then ask you which host you want to view, type one of the numbers 1-12 from the list
-After that it will ask you which port you want.
-After you enter the port it will then show you the information for that port.

Example (Click on image to zoom):

Radius Logs:

-Username: ampsupport
-Password: support
-Shows the logs (Whether PPPoe connects or not, the mac address of the router, etc.. )

Example (click on picture to zoom) :

daloRadius:

-Natalie will only have access to this right now
-Under the management tab then new user – quick add – this will allow you to help a customer out if they need a new pppoe.
-User – Account #
-Password – last name of the customer
-Hit apply and then it is set up – make sure you add it to ivue as well under the internet tab.
-After this you have to go to edit user – this lets you look up the username
-Go to groups, then under group#1 – need to select the right chassis and slot number. The number at the end will either say 50-50 or 100-100 that is the speeds that you are trying to upgrade or downgrade them too.
-After you change the group# hit apply and then go to account info – hit disconnect user
-Packet type – choose coA
-NAS IP/Host – choose MX480
-NAS Port – choose 3799
-After this hit disconnect user – this will reprovision the juniper with the new speeds.

Login to ASUS router:
1. Open putty and load the TCC tunnel