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Procedure
Step 1
Check the user terminal.
1.
Check whether the user's PC can obtain an IP address.
NOTE
To view the IP address of the PC, do as follows:
a.
Choose
Start
>
Run
from the Windows main menu. In the
Run
dialog box displayed, enter
cmd
and
press
Enter
.
b.
In the CLI window displayed, run the
ipconfig
command to view the IP address obtained by the PC.
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If the PC can obtain an IP address, go to
Step 1.3
.
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If the PC cannot obtain an IP address, do as follows:
–
For PPPoE users, see
PPPoE Dialup Failure
. Then, go to
Step 1.2
.
–
For DHCP users, see
Failure to Obtain an IP Address in the DHCP Mode
. Then,
go to
Step 1.2
.
2.
Check whether the user can access the Internet.
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If the user can access the Internet successfully, go to
Step 5
.
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If the user cannot access the Internet, go to
Step 1.3
.
3.
Replace the user's PC with a test PC that can access the Internet in the same mode as the
user's PC. Then, check whether the user can access the Internet.
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If the user can access the Internet, the fault is on the user's PC. Check whether the user's
PC is infected with viruses, the NIC or IE of the user's PC is faulty, or the PC is slow
to respond after running for a long period. Then, go to
Step 5
.
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If the user cannot access the Internet, go to
Step 2
.
Step 2
Check whether the user can access the Internet by going to various Web sites through the Web
server.
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If the user can access certain Web sites, the fault is on the Web site itself. Go to
Step 5
.
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If the user cannot access any Web sites, go to
Step 3
.
Step 3
Check the DNS.
1.
Enter the IP address of an existing Web site in the address bar of IE (format: http://
192.168.0.2) and check whether the Web site opens.
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If the Web site opens, the fault is on the DNS and the DNS cannot resolve the domain
name. Go to
Step 3.2
.
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If the Web site does not open, go to
Step 4
.
2.
Check whether the PC can ping the IP address of the DNS.
NOTE
To view the DNS IP address of the PC, do as follows:
a.
Choose
Start
>
Run
from the Windows main menu. In the
Run
dialog box displayed, enter
cmd
and
press
Enter
.
b.
In the command line interface (CLI) window displayed, run the
ipconfig/all
command to view the
DNS IP addresses obtained by the PC, namely, the values of the
DNS Servers
parameter.
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If the PC can ping the IP address of the DNS, the link between the PC and the DNS is
normal and the DNS is faulty. Go to
Step 3.3
.
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If the PC cannot ping the IP address of the DNS, go to
Step 4
.
EchoLife HG8010/HG8240B/HG8245T/HG8247T GPON
Terminal
Service Manual
5 Maintenance and Troubleshooting
Issue 01 (2011-10-18)
Huawei Proprietary and Confidential
Copyright © Huawei Technologies Co., Ltd.
378
Page 387 / 429
3.
Rectify the fault on the DNS. Then, check whether the user can access the Internet.
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If the user can access the Internet successfully, go to
Step 5
.
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If the user cannot access the Internet, go to
Step 4
.
Step 4
Record the results of the preceding steps in the form for reporting a fault, fill in the form
completely, and then submit the form to Huawei for technical support.
Step 5
The fault is rectified.
----End
?.2. Internet Access Service Interruption
This topic describes how to troubleshoot the fault when the Internet access service is interrupted.
Location Method
When the Internet access service is interrupted, locate the fault according to the following
procedure:
1.
Check major alarms.
2.
Check the ONU.
3.
Check whether there is packet loss due to data link faults.
CAUTION
To facilitate fault report, save the results of the following steps.
Procedure
Step 1
Run the
display alarm history
command to check whether line-related alarms (such as
0x0a31a0dd The Ethernet port link status changes from up to down
) are generated. If such
alarms are generated, clear them by referring to alarm processing guide.
l
If the fault persists even after alarms are cleared, proceed to
Step 2
.
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If the fault is rectified after alarms are cleared, go to
Step 7
.
Step 2
Check whether the ONU encounters faults such as ONU registration failure, failure to auto
discover an ONU, and ONU frequent offline.
l
If the ONU encounters any of the preceding faults, solve it by referring to relevant
troubleshooting guide. Then, proceed to
Step 3
.
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If the ONU works in the normal state, go to
Step 4
.
Step 3
Check whether the service recovers to normal.
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If the service recovers to normal, go to
Step 7
.
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If the service does not recover to normal, proceed to
Step 4
.
Step 4
Check whether there is packet loss due to data link faults. Log in to the upper-layer gateway
connected to the OLT. Then, ping the management IP addresses of the OLT to check whether
there is packet loss.
EchoLife HG8010/HG8240B/HG8245T/HG8247T GPON
Terminal
Service Manual
5 Maintenance and Troubleshooting
Issue 01 (2011-10-18)
Huawei Proprietary and Confidential
Copyright © Huawei Technologies Co., Ltd.
379
Page 388 / 429
l
If there is packet loss, proceed to
Step 5
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If there is no packet loss, go to
Step 6
Step 5
Perform the following operations.
1.
Run the
display link-aggregation
command to query the link aggregation configuration
on the upstream port of the OLT. Ensure that there is relevant configuration on the upper-
layer gateway connected to the OLT.
2.
Check whether there is packet loss on the upstream port of the OLT. Run the
display port
statistics
command to query the statistics of the upstream port. It is recommended that you
query the statistics for 10 times at an interval of 20s. If "Number of discarded frames"
increases, it indicates that packet loss occurs on the upstream port due to large traffic. In
this case, share traffic with other ports.
3.
Check whether excessive users are in a same VLAN. Run the
display vlan
vlanid
command
to query the number of users in the VLAN for the specified service. If excessive users are
in the VLAN, users may go offline at traffic peaks due to a broadcast storm. In this case,
configure at least 200 users in a service VLAN as recommended.
4.
Check whether the service recovers to normal.
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If the service recovers to normal, go to
Step 7
.
l
If the service does not recover to normal, proceed to
Step 6
.
Step 6
Record the results of the preceding steps in the form for reporting a fault, fill in the form
completely, and then submit the form to Huawei for technical support.
Step 7
The fault is rectified.
----End
?.3. Low Internet Access Rate
This topic describes how to troubleshoot the fault when the actual Internet access rate of a user
is far lower than the applied bandwidth.
Location Method
When the Internet access rate is low, locate the fault according to the following procedure:
1.
Check the user's PC.
2.
Check the rate limitation configuration.
3.
Check whether user bandwidth is occupied by unknown traffic.
4.
Check whether there is packet loss due to data link faults.
CAUTION
To facilitate fault report, save the results of the following steps.
Procedure
Step 1
Replace the user's PC with another one to perform a test again.
EchoLife HG8010/HG8240B/HG8245T/HG8247T GPON
Terminal
Service Manual
5 Maintenance and Troubleshooting
Issue 01 (2011-10-18)
Huawei Proprietary and Confidential
Copyright © Huawei Technologies Co., Ltd.
380
Page 389 / 429
l
If the Internet access rate is normal, it indicates that the user's PC is faulty. In this case,
check whether the PC is infected with viruses, whether the PC NIC is faulty, and whether
resources are in shortage because of long-term running. Then, proceed to
Step 2
.
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If the Internet access rate is low, go to
Step 3
.
Step 2
Check whether the service recovers to normal.
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If the service recovers to normal, go to
Step 9
.
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If the service does no recover to normal, proceed to
Step 3
.
Step 3
Check the rate limitation configuration.
1.
On the OLT, run the
display service-port
command to query service port configurations
to confirm Rx and Tx indexes of the traffic profile bound with the service port, and run the
display traffic table ip
command to query the corresponding traffic profile to check
whether CIR (kbit/s) meets user requirement.
l
If CIR is smaller than the applied bandwidth, perform different operations according to
the fault scope.
–
If only a single user encounters the fault, the traffic profile bound to the user may
be incorrect. In this case, it is recommended that you run the
service-port 100
inbound traffic-table index 10 outbound traffic-table index 20
command to bind
a correct traffic profile to the user according to the data plan. Assume that the index
of the user traffic stream is 100, the index of the traffic profile that is bound to the
upstream rate is 10, and the index of the traffic profile that is bound to the
downstream rate is 20. Then, proceed to
Step 3.2
.
–
If a lot of users encounter the fault, the configurations of the traffic profile may be
incorrect. In this case, it is recommended that you run the
traffic table ip modify
command to modify the traffic profile that is bound to the user. After that, rates of
users bound to the traffic profile are changed. Then, proceed to
Step 3.2
.
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If CIR meets user requirement, go to
Step 3.3
.
2.
Check whether the service recovers to normal.
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If the service recovers to normal, go to
Step 9
.
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If the service does no recover to normal, proceed to
Step 3.3
.
3.
Check the rate configured for the user on the BRAS.
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If the access rate authorized by the BRAS is smaller than the applied rate, configure the
authorized rate again. Then, proceed to
Step 4
.
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If the access rate authorized by the BRAS meets the requirement, go to
Step 5
.
Step 4
Check whether the service recovers to normal.
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If the service recovers to normal, go to
Step 9
.
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If the service does no recover to normal, proceed to
Step 5
.
Step 5
Check whether user bandwidth is occupied by unknown traffic. Run the
display port traffic
command to query the data traffic of the upstream port.
"The received traffic of this port" indicates the traffic received by the port. "The transmitted
traffic of this port" indicates the traffic transmitted by the port. When a user fails to access the
Internet, the upstream and downstream traffic is very small.
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If there is a large amount of traffic when the user does not access the Internet, it indicates
that unknown traffic exists on the port. In this case, capture and analyze packets, and then
contract Huawei engineers for processing. Then, go to
Step 8
.
EchoLife HG8010/HG8240B/HG8245T/HG8247T GPON
Terminal
Service Manual
5 Maintenance and Troubleshooting
Issue 01 (2011-10-18)
Huawei Proprietary and Confidential
Copyright © Huawei Technologies Co., Ltd.
381
Page 390 / 429
l
If the traffic is close to 0 when no user accesses the Internet, proceed to
Step 6
.
Step 6
Check whether there is packet loss due to data link faults. Log in to the upper-layer gateway
connected to the OLT. Then, ping the management IP addresses of the OLT to check whether
there is packet loss.
l
If there is packet loss, proceed to
Step 7
.
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If there is no packet loss, go to
Step 8
.
Step 7
Perform the following operations.
1.
Run the
display link-aggregation
command to query the link aggregation configuration
on the upstream port of the OLT. Ensure that there is the relevant configuration on the
upper-layer gateway connected to the OLT.
2.
Check whether there is packet loss on the upstream port of the OLT. Run the
display port
statistics
command to query the statistics of the upstream port. It is recommended that you
query the statistics for 10 times at an interval of 20s. If "Number of discarded frames"
increases, it indicates that packet loss occurs on the upstream port due to the large traffic.
In this case, share traffic with other ports or increase the rate of the port.
3.
Check whether excessive users are in a same VLAN. Run the
display vlan
vlanid
command
to query the number of users in the specified service VLAN. If excessive users are in the
VLAN, Internet access rate may be low at traffic peaks due to a broadcast storm. In this
case, configure at most 200 users in a service VLAN as recommended.
4.
Check whether the service recovers to normal.
l
If the service recovers to normal, go to
Step 9
.
l
If the service does no recover to normal, proceed to
Step 8
.
Step 8
Record the results of the preceding steps in the form for reporting a fault, fill in the form
completely, and then submit the form to Huawei for technical support.
Step 9
The fault is rectified.
----End
?.4. PPPoE Dialup Failure
This topic describes how to troubleshoot the fault when a user encounters errors (such as error
678) during PPPoE dialup to access the Internet and consequently the IP address cannot be
obtained.
Location Method
When the PPPoE dialup failure occurs, locate the fault according to the following procedure:
1.
Check major alarms.
2.
Check the upper-layer device.
3.
Check the user's PC.
4.
Check the ONU.
5.
Check the line between the ONU and the PC.
6.
Check the data configuration.
7.
Check the PITP configuration.
8.
Check whether the number of MAC addresses learned reaches the upper limit.
EchoLife HG8010/HG8240B/HG8245T/HG8247T GPON
Terminal
Service Manual
5 Maintenance and Troubleshooting
Issue 01 (2011-10-18)
Huawei Proprietary and Confidential
Copyright © Huawei Technologies Co., Ltd.
382

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