Troubleshooting the Internet Access Service (When the MDU Provides xDSL Access)
This chapter describes how to troubleshoot common faults users encounter when accessing the Internet using MDU in xDSL mode on FTTB and FTTC network. Common faults include Internet access failure, frequent service disconnection, low access rate, and failure to obtain an IP address by Point-to-Point Protocol over Ethernet (PPPoE) dialup or Dynamic Host Configuration Protocol (DHCP) mode.
Prerequisites
The ONU and the OLT must communicate with each other normally. If a fault occurs in
communication between the ONU and the OLT, all the services of the ONU are interrupted.
NOTE
The following lists common faults in communication between the ONU and the OLT.
A 2.1.1 GPON ONU Registration Failure
B 2.1.2 Failure to Auto Discover a GPON ONU
C 2.1.3 GPON ONU Frequently Goes Online and Offline
Troubleshooting the Failure to Access the Internet
This section describes how to troubleshoot failures when users access the Internet on fiber to the building (FTTB) and fiber to the curb (FTTC) networks in xDSL mode, for example, users fail to open Web pages.
Fault Location
Use the following guidelines to locate the fault.
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.
1 If the PC can obtain an IP address, go to Step 1.3.
If the PC cannot obtain an IP address, do as follows:
– For PPPoE users, see 2.3.1.4 Troubleshooting the Failure to Obtain an IP
Address by PPPoE Dialup. Then, go to Step 1.2.
– For DHCP users, see 2.3.1.5 Troubleshooting the Failure to Obtain an IP
Address in DHCP Mode. Then, go to Step 1.2.
2. Check whether the user can access the Internet.
l If the user can access the Internet successfully, go to Step 5.
l 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.
l 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.
l 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.
l If the user can access certain Web sites, the fault is on the Web site itself. Go to Step 5.
l 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.
l If the Web site opens, the fault is on the DNS and the DNS cannot resolve the domain
name. Go to Step 3.2.
l 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.
l 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.
l If the PC cannot ping the IP address of the DNS, go to Step 4.
3. Rectify the fault on the DNS. Then, check whether the user can access the Internet.
l If the user can access the Internet successfully, go to Step 5.
l 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
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