Minimum Information Needed To Open an
IP Networking / IP Security Service Request
In order to provide timely feedback to Business Partners, the Alcatel-Lucent Enterprise Market Group Technical Support team requests that upon opening any IP Networking/IP Security case, the following information is supplied:
General information Customer details (BP): • Reseller name • Contact person • Email address • Phone number Severity of problem:
• S1: Network down, causing a critical impact to business operations if service is not restored quickly.
• S2: Network severely degraded with a significant impact to business operations.
• S3: Network impaired but most business operations continue.
• S4: Question on product capabilities, system installation or configuration.
End-Customer Info • Customer name • Contact person* • Email address* • Phone number* (* Optional)
Is a remote access feasible? It has often proven to be a very efficient way for us to troubleshoot.
One line problem description:
A short problem description to put it into the summary (one liner).
Detailed problem description:
- Describe as accurately as possible the problem you are facing. - Topology information and logs for all products involved in the Issue - Depending on the product line for which the issue is being reported,
the following technical details are also indispensable:
- to check hardware, software revision and their compatibility - to become familiar with a configuration and check if it is correct - to try to reproduce the problem in a lab
Minimum Information Needed To Open an
IP Networking / IP Security Service Request
OmniSwitch 6600/7000/8800/6250/6400/6800/6850/6855/9000/9000-E Needed files:
boot.cfg file, including the AlcatelDebug.cfg file if present
tech_support log files; created by using:
• show tech-support
• show tech-support layer2
• show tech-support layer3
• If RIP, PIMSM, OSPF, IPX, DVMRP or BGP are configured on the switch: show tech-support layer3 rip, show
tech-support layer3 pimsm …
swlog1.log and swlog2.log original binary files
command.log file if present
PMD files (Post Mortem Dump) if present (crash*, *.pmd, *.dmp)
Captures of the following commands:
• ls –r
• show configuration status • show log swlog
• show command-log (if command-log is enabled)
• show user • show snmp statistics Network drawing
Console output if captured during the issue
SNMP Traps received by the NMS during the issue and any other Health Graphs captured during that time
For Dump analysis Service Requests, the following information is needed as well:
- Highlight of the time of the crash in the log
- whether the output attached to the SR was taken: DURING / AFTER the time the issue occurred or AFTER a REBOOT of the switch - Details about the circumstances leading to the crash if available - Whether the switch configuration was modified prior to the crash - Type of traffic running through the switch if the information is
available
- Is the issue is reproducible in a lab environment: YES/NO - How frequent is it seen on-site?
In addition to the above, please review the next section if your OmniSwitch is running in a redundant or stacked configuration.
Minimum Information Needed To Open an
IP Networking / IP Security Service Request
OmniSwitch in a Redundant or Stacked Configuration
This section applies to the OmniSwitch chassis 7000, 8800, 9000 & 9000-E with dual CMMs and stacks of OmniSwitch 6600, 6250, 6400, 6800, 6850 & 6855-U24X. The goal is to gather as much information as possible about the redundant CMM (chassis) and the secondary and idle units (stacks).
If a physical access to the console port of the secondary CMM or unit is available, please provide the output of the following commands when logged in on that port:
• show microcode loaded • show microcode working • show microcode certified • show system
• show hardware info • show running-directory • ls -r
• show log swlog
In addition to this information, it is necessary to have the original log files and possible dump files present on the secondary CMM (and idle units for stacks). Please refer to the following table for commands allowing this:
AOS version 5 AOS version 6
Chassis rls / rls /working rls /certified rcp swlog1.log swlog1.sec rcp swlog2.log swlog2.sec rcp dumpf.pmd dumpf.sec.pmd rls / rls /working rls /certified rcp cmm-b:swlog1.log swlog1.sec rcp cmm-b:swlog2.log swlog2.sec rcp cmm-b:dumpf.pmd dumpf.sec.pmd Stacks rls x / rls x /working rls x /certified rcp x swlog1.log swlog1.x.log rcp x swlog2.log swlog2.x.log rcp x dumpf.pmd dumpf.x.pmd rls x / rls x /working rls x /certified rcp x:swlog1.log swlog1.x.log rcp x:swlog2.log swlog2.x.log rcp x:dumpf.pmd dumpf.x.pmd
“dumpf.pmd” refers to any file with a “pmd” or “dmp” extension. “x” refers to the number of all the units except the primary’s one.
Minimum Information Needed To Open an
IP Networking / IP Security Service Request
OmniStack LS 6200 Needed files: Configuration file Network drawing
Captures of the following commands:
• show system • show version
• show running-config
• show bridge address-table • show spanning-tree active • show stack (if stacked) • show logging
• show logging file • show snmp users OmniVista 2500 Needed files:
Detail of the version and optional package used
Server and Client hardware specifications (Type, CPU, Memory), Operation System and language used on it.
The following files:
• license.dat (located in Program Files\Alcatel OmniVista 2500\) • properties.conf (located in Program Files\Alcatel OmniVista 2500\) • server.txt (located in Program Files\ Alcatel OmniVista
2500\data\logs\) SNMP version used
Details of devices managed through OmniVista
Minimum Information Needed To Open an
IP Networking / IP Security Service Request
OmniAccess 43xx/4x04/6000 WLAN Needed files: Configuration file
Remote access is very much appreciated as the fastest way to troubleshoot, if it is available
Enter the command “tar logs tech_support”, a file named logs.tar will be created on the flash. Get that file by TFTP and attached it to the open SR.
#copy flash: logs.tar tftp: <TFTPserverIP> logs.tar
The network drawing
Site Survey report showing the coverage and AP placement on the map
In case of crash information available. Please extract the crash file using the command “tar crash” : a file named crash.tar will be created on the flash. Get that file by TFTP and attached it to the SR.
Flash backup from the controller. Run the following command “backup flash” a file named flashbackup.tar.gz will be created on the flash. Get that file by TFTP and attached it to the SR
Provide the syslog server file of the controller at the time of the problem. Note that Alcatel-Lucent strongly recommends that you add a syslog server to capture logs of the controller, if you do not already have one.
A list of the WLAN card model numbers if clients are affected
If the problem is related to client / AP association or authentication, output of the commands:
• show log stm all • show log authmgr all • show log wms all
• show ap tech-support ap-name <Name of the AP> OmniVista WLAN 3600 Information needed:
Details of the version and optional package used
Server and Client system details
Get the diagnostics.tar.gz and VisualRFdiag.tar.gz .This is found on the system -> status page (the link can be found at the top of the page)
Minimum Information Needed To Open an
IP Networking / IP Security Service Request
OmniAccess 5700/5510 USG WAN
Needed files: Configuration file
Network drawing and details about any third party equipment involved in the event
tech_support file; created by using:
• save tech-support (then copy tech-support.log to USB key,
FTP , HTTP or TFTP server)
• show tech-support
Captures of the following commands:
• show running-config • show version • show history
Core Dump files in case of crash
Console log (if applicable)
Debug output of the feature having problem e.g. “debug ip bgp”
to troubleshoot BGP
Steps to recreate the problem (If Known) or recent actions performed on the router
VPN Firewall Brick and LSMS Solutions
This section is defined to improve the duration for reported issues in projects using Brick Firewall. For new reported issues, we expect our Business Partners to extend the ticket information, with additional information as listed below:
A current network topology map showing the position and IP address of the firewall, LSMS, Internet router, major inside devices, and any devices included in the issue itself.
Verify the latest, always recommended, patch available at https://vpn-firewall-brick.alcatel-lucent.com , for available fixes.
Was it ever working before or is this a new setup?
Detailed description of version of code is loaded on BOTH the LSMS and the Bricks. (Bricks may sometimes be running on a different version of code than the LSMS). Make sure the customer is on a supported version of code.
Minimum Information Needed To Open an
IP Networking / IP Security Service Request
Detailed description about the results of the initial investigation (lab test results) and exact step-by-step procedure how to reproduce the problem. Detailed description, what exactly is the customer trying to accomplish? Do they need help with configuration or is something just not working properly? Detailed description of the conditions needed to recreate the problem and the conditions under which the problem does not occur.
In case of HW problems suspected, note the model number, (comcode) Serial number and HW- revision number.
Add a Brick and/or Policy Snapshot for the Bricks and/or zones that are directly affected by your issue/question. Have the customer click on
Utilities at the top of the screen. To generate a “Brick Snapshot”, go to the Utilities-> Brick Utilities menu and select a snapshot for the appropriate Brick. The “policy snapshots” can be viewed after opening the brick-editor and then at the “Policy Assignments” tab, right click at each port-entry and select “Policy Snapshot”. It will then open an html file for that zone. Add the log directory (\isms\lmf\log for Windows, /opt/isms/lmf/log for Solaris). There is a session directory and an admin events directory. Under each of these two directories there are text files time-stamped by date. Send the log file for the days in which the issue took place. These logs can be very large but since they are text files they can be zipped up to about 95%. The session and admin logs are almost always minimum requirements. In some cases, the user-auth, promon and vpn logs may also be needed – these logs are located similarly in the /log directory as well.
If Brick Console access is available (either serially or via the LSMS), run the following commands and include this information in the SR: a) display failover b) display config c) display zonetable d) display route e) display VLAN.
The customer’s actual database will be needed to facilitate reproduction efforts. The LSMS database is stored by default in
$LSMS_root\isms\db\backup\[1-7]. These are just the automatic backup locations; the customer may have other backups available as well. Zip up the contents of the most recent folder (1-7) and attach to the SR (max 5MB) or else upload to the ftp server. Please add an admin-user/password
alu/alu2010 before backing up the database. After the backup, this admin-user can be deleted. Then, the customer’s actual login/password should not be needed.
