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4. Troubleshooting 1000-A2-GN22-00
4-2 February 2003
General
Troubleshooting
Guidelines
Use the following list as general guidelines:
Work from the general specific —
start with simple
things first —check the power source, check for loose cables,
and ensure CPX components are properly seated.
Make no assumptions —
but, check what is logical to
check.
Approach the problem systematically —
Whether you
suspect a hardware or a software problem, make only one
change at a time. If that does not resolve the problem, put
the item or setting back the way it was and proceed to the
next step or component.
Document everything —
keep notes about the problem
and the various steps to resolve the problem. Document
your suspicions about the cause of the problem. Develop a
troubleshooting action plan.
Identify the symptoms —
get as much information as you
can:
— What changes to operation or performance occurred?
— Check equipment for red fault lights.
— Check appropriate error files/logs for clues.
— Check for error messages (see Appendix A , Using the
Console ).
Identify possible causes —
problems often occur as a
result of system changes.
— Was software installed, removed, or upgraded?
— Did a power surge or outage occur?
— Was equipment moved; were components added,
swapped or removed?
— Were changes made to the facility that could have an
effect on the problem?
— Were changes made to network configuration (at the
IAD, DSLAM, Packet Switch, or Class 5 switch)?
— Is the problem reproducible?
— Is this the first time the problem has occurred?
— Is there a pattern? Does the problem occur at a specific
time of day or after a certain action such as system
backups?
— Is the problem with one CPX or several?