Troubleshooting Guide for ILL Customers

Dear Customer,

Tata Communications is committed to service excellence. We continuously make every

effort possible to provide you, our customer, with superlative service.

We believe that giving you details on every aspect of service provision is a necessary
prerequisite towards achieving our service objective. It is also essential to equip you with
abundant information relating to self help processes and trouble shooting procedures.
This will go a long way in enabling you to enjoy uninterrupted services and have the
wherewithal to resolve issues where necessary.

This 'Troubleshooting Guide for ILL Customers' is one such document.

Our intention is to make the content both easy to understand and clear in outlining the
resolution steps.

We welcome your feedback both for the content as well as for inputs regarding any
resolution process outlined therein. You may write to us at
corp.helpdesk@tatacommunications.com

Thanking You

Sincerely,

Ram Mohan
Vice President - Service Assurance
Tata Communications Ltd.
 Note

This 'Troubleshooting Guide for ILL Customers' is designed to facilitate your navigation to the
relevant section from the contents table itself.

In the corresponding section, you will see discrete steps and diagnostics prescribed. The
outcome is documented as separate scenarios and the issue resolution /self help guide
proceeds to outline steps in this manner till conclusion.

It assumes that you have correctly identified the surface issue and proceeded to concerned
section of the troubleshooting guide.

Troubleshooting Guide for ILL Customers

1. Link down
2. CRC errors
3. Packet drops
4. Link flapping
5. Slow browsing
6. Latency
7. Website not opening
8. Upload - download issue

9. Low throughput

10. Not able to send-receive email

In order to facilitate faster resolution please note :

• Customer is requested to check the power status on modem/router at affected site.

• Customer is requested to provide the make / model of modem /router status and LED
indications on the respective equipments.
• Confirmation of the physical connectivity between modem /converter and router.
• Customer is requested to provide the access permission in case we need to depute field
engineer.
Link down

Troubleshooting steps at Customer end

Type Ethernet MMDS/ RF / Wi-Max Serial

1. Ping the default gateway / LAN Interface IP address on
router from a desktop in the LAN :
(i) If not able to get a reply, check the internal LAN.
(ii) If able to get reply : Ping the PE WAN IP address from
the CE router.
(iii) If there is ‘no reply’ from the PE WAN IP then check the
interface status on router >>> Viz. Down/Down or
UP/Down. Follow process outlined below in given cases.
4. Down/Down 4. Down/Down 4. Down/Down :
(Not connected) : (Not connected) : Check the connectivity
Check the WAN Check the WAN ( V.35 cable) between
cable connectivity cable connectivity modem & router.
till Mux , if possible. till IDU/POE,
if possible.
5. UP/Down 5. UP/Down 5. Admin Down :
( Error disabled): (Error disabled): Unshut the WAN
Router Try to match the Try to match the interface to make
managed duplex/speed settings duplex/speed settings it up.
by w.r.t CE end TCL MUX ; w.r.t TCL SS device:
Customer Also try shut/No shut on Also try shut/n o shut
WAN interface on the on WAN interface on the
CE router. CE router.
 6. Still not able to
reach PE wan IP:
Connect the laptop
directly to the link
(bypass CE Router).
Assign CE WAN IP to
laptop & DEF gateway as
PE WAN IP & check
the ping to PE wan.
6. Still not able to
reach PE wan IP:
Connect the laptop 6. UP/Down:
directly to the link Convey this status to
(bypass router). us &we ll take it
Assign CE WAN IP to forward
laptop & DEF gateway for any media testing.
as PE WAN IP & check
the ping to PE wan.

7. Still ‘no reply’ TCL will 7. Still ‘no reply’ TCL will
take it forward. take it forward parallely.

1. Ping to the DEFgateway / Router Ethernet IP address from desktop in the LAN :
If not able to get a reply, check the internal LAN
Router
managed
by TCL
2. Able to get reply from CE router ethernet IP address but still ‘no connectivity’:
TCL will check it further.
CRC - REL

Troubleshooting steps from Customer end

Type Ethernet MMDS/ RF / Wi-Max Serial

1. Check the V.35 cable

1. Make sure that there is no loose connection
connectivity between
to the WAN interface.
CE Router & Modem.

Router
managed 2. Telnet to CE router and keep the logs of WAN interface status, showing
by CRC errors and reliability on WAN interface.
Customer

3. Provide these logs with the timestamps as and when requested by TCL.

Router
managed Out of scope for customer led diagnostics : TCL to resolve.
by TCL
Packet drops

Type Troubleshooting steps from Customer end

1. This problem arises mainly due to last mile issues like high utilization, duplex
mismatch, port related issues etc.

2. Check the link utilization graph on MRTG: check if there is any over-utilization.

3. If the link is not overutilised: check speed/duplex setting if Ethernet port is

used for WAN & also check for any loose connection in LAN.

Router 4. For Serial Port, check if the reliability & CRC errors on it are decreasing
managed & increasing respectively
by Customer

5. Prepare logs of the extended source based forward trace from Customer end
to particular IP if drops are for particular IP address.

6. Also prepare logs of reverse trace from destination end towards customer
end (for Multihomed BGP customer)

7. In case reverse path is not through TCL, make it through TCL & check again.

Router
managed by As detailed above in the points 2, 5, 6 these are to be checked by customer.
TCL
Link flapping

Type Troubleshooting steps from Customer end

1. This problem is mainly due to last mile issues like duplex

mismatch, port related issues etc.

2. For Serial Port, check if the reliability & CRC errors on it are decreasing
& increasing respectively

Router
3. Check logs on CE router regarding speed/duplex if Ethernet port is used for
managed
WAN. Match the settings on CE router if they differ.
by Customer

4. Check if Earthing is ok.

5. Check on CE router whether the CPU utilization of the router is well within
the prescribed limit.

Router
managed by As detailed above in the points 2 to be checked by customer.
TCL
Slow browsing

Type Troubleshooting steps from Customer end

1. Check the link utilization graph on MRTG : check if any over-utilization:

If Yes, reduce the load.
Router
managed
by Customer
2. Check on CE router whether CPU utilization of the router is well within
prescribed limit.

Router
managed by As detailed above, Point no.1 to be checked by Customer.
TCL
Latency

Type Troubleshooting steps from Customer end

1. If the latency is for all destinations : Check the link utilization graph on MRTG :
check if any over-utilization : If Yes , reduce the load.

2. Also check on CE router whether the CPU utilization of the router is well within
prescribed limit(less than 80%).

Router
managed 3. If latency is to a particular IP: Prepare logs of the extended source based
by Customer forward trace to particular IP to which facing latency

4. Also Prepare logs of the reverse trace from destination end if drops are for
particular IP address (In case of multihomed BGP customer)

5. In case the reverse is not through TCL, make it through TCL & check.

Router
managed by As detailed above in the point No. 1, 3, 4, these are to be checked by customer.
TCL
Website not opening

Type Troubleshooting steps from Customer End

1. Link is UP & If none of the sites are opening:

Check the reachability to DNS server: Share the Logs of source based Ping &
trace to DNS server with TCL.

2.If the issue is with particular IP/website:Check name resolution through DNS
with the help of Nslookup:
(i) If DNS resolving the name successfully :
>> Trace the troubled IP/website with source being customer LAN & Share the
logs with TCL.
(ii) If DNS not resolving the name :
>> Share the Nslookup logs & TCL will take it forward with its internal team.
Router
managed
by Customer 3. Telnet to that IP/website with particular port (80 , 443 etc) from PC & CE Router
: To Check for any block at the distant end.

4. If Ping/Trace/Nslookup/Telnet all okay to that IP/website:

Download software “TCP optimizer" & install it on one of the PC. Set the MTU
setting as 1452 /1436 on that PC with the help of that software.
After restarting the PC, check for reachability to that website. If portal is
opening then keep that particular MTU setting on Router's LAN interface.

5. In case there is still no reachablity, prepare laptop (TCP Optimizer software on

it) with IP address as CE WAN IP & default gateway as PE WAN IP& check the
reachability with different MTU setting on Laptop

Router As detailed in the points. 2, 3, 4, 5, these are to be checked by the Customer.

managed by
TCL
Upload Download

Type Troubleshooting Steps from Customer End

For this refer Link

1. Check whether the link is Flapping or Not? >>>>
flapping section

Router
managed For this refer Packet
2. Check for any Packet drops on the link? >>>>
by Customer drops section

For this refer

3. Also check for any latency on the link? >>>>
Latency section

Router
managed by Refer all above points and their respective link
TCL
Low - Throughput

Type Troubleshooting Steps from Customer End

For this refer Link

1. Check whether the link is Flapping or Not? >>>>
Flapping section

For this refer Packet

2. Check for any Packet drops on the link? >>>>
drops section

For this refer

3. Also check for any latency on the link? >>>>
Latency section

Router
managed by Refer all above points and their respective link
TCL
Not able to send receive mail

Type Troubleshooting steps from Customer End

Router
managed 1. Keep the bounce back email/error message log ready : Share it with TCL
by Customer

Router
managed by 1. Keep the bounce back email/error message log ready : Share it with TCL
TCL

As we come to the end of this 'ILL trouble shooting guide', We thank you for your time
and attention. We hope you would have found the content helpful in recognizing and
trouble shooting at your end in case such a need arises.
 Thank You for Choosing
Tata Communications
It is our pleasure to partner with you.

Tata Communications is committed to customer service

and continuous improvement.