SERVICE DEGRADATION / OUTAGE REPORT

PT XL AXIATA
GrahaXL 8th Floor, Jl.
Mega
Kuningan lot E4-7
No. 1, Kawasan
Mega Kuningan,
Jakarta 12950,
Indonesia

Sender:
Muhammad Syarif
Tel. No:
Mob. : +62
8170018792
Email :
msyarif1@xl.co.id

Tel. No. : (+62 - 21)

5761881
Fax No. :( + 62- 21)
57959558

Reviewed by :
Imam Rofii
Ext No : 57869
Mobile :
+6281908345444
Email : IRofii@xl.co.id
Location : GrhaXL

Date : February 19,

2011
Title: Difficulty to initiate GPRS

Receiver
:
Imam
Rofii
Adolf Y

Copy to:
Imam Rofii
Adolf Y

Reference Number:

NE ID :

connection (make PDP Context)

DATE, TIME AND LOCATION OF OUTAGE

Outage
Date
Outage
Time
Location

February 19, 2011

19:15 20:25 February 19, 2011
Jakarta
DESCRIPTION OF OUTAGE

Customers difficulty to use Data Service with all APNs (www.xlgprs.net,

www.xlmms.net, www.xlspeed.net, xlunlimited, & blackberry.net)

EVENTS LEADING UP TO THE OUTAGE

N/A

EQUIPMENT OUT OF SERVICE

N/A

SERVICE DEGRADATION / OUTAGE REPORT

EFFECT TO SUBSCRIBERS
Customers experience difficulties to initiate PDP context using APN
www.xlgprs.net, www.xlmms.net, www.xlspeed.net, xlunlimited, &
blackberry.net
ESTIMATED REVENUE LOST
N/A

NAME AND COMPANY OF PEOPLE FAMILIAR WITH THE OUTAGE

NAME
Imam Rofii
Aulia Mardelis

COMPANY
XL
XL

Dyaning K
Syamsul Nasution
Muhammad Syarif
Rio Agusta

XL
XL
XL
XL

Anthony Fajri
Helmi Amir Bahasuan

Datacraft
Lintas Technology

EXPERTISE
MDS Fault Manager
MDS Implementation
Manager
MDS Fault Specialist
MDS Fault Engineer
MDS Fault Engineer
MDS Implementation
Engineer
N/A
N/A

OUTAGE CHRONOLOGY
Time
Feb 19, 2011
19:18
Feb 19, 2011
19:20
Feb 19, 2011
19:30
Feb 19, 2011
19:40
Feb 19, 2011
20:25
Feb 19, 2011
20:40

Activity
Identifying alarm GGSN switch accounting on Citrix OSS
and radius accounting timeouts increasing on Netscout at
Dispatch to Datacraft and Lintas team for parallel checking
Check status on CSG, and found no anomalies found
Check on CE routers log, founds no log which indicating
anomalies
GPRS service back to normal with no action has been done

Datacraft engineer confirm that they detect at CSG about

unbalanced accounting packet to/from Radius (packet sent to
radius is higher)
Feb 19, 2011 Accounting packet at CSG which sent to and from Radius
21:30
(packet sent to radius is higher) already balanced
Feb 19, 2011 Lintas engineer confirmed that they did not make any action,
22:42
and the Radius server status is running normal.

SERVICE DEGRADATION / OUTAGE REPORT

PROBLEM ANALYSIS
Symptoms:
New user cannot make PDP context, while user whom in the middle
of gprs session experiencing very slow in browsing
Overall GPRS traffic degradation

Radius Accounting at section Gi GGBTR <> CSG increased

exceeding normal level

Radius Accounting at section Gi GGSBY <> CSG increased

exceeding normal level

SERVICE DEGRADATION / OUTAGE REPORT

Total accounting traffic at CSG is dropped.

Radius Accounting graph at each section

SERVICE DEGRADATION / OUTAGE REPORT

From each figure shown above, we can see that from section GGSN
<> CSG radius accounting shows the same amount of traffic, while
we can not see the traffic on figure 4, which, we can conclude that
no traffic is reaching Radius server.
2. This leads to suspicion that theres something between GGSN <>
CSG which makes CSG didnt receive packet accounting request
from GGSN.
1.

ACTION

Radius accounting is dropped on section GGSN <> CSG on

Netscout.
Escalate to Datacraft and Lintas team to parallel check.
Datacraft team respond that the theres unbalance accounting
traffic to/from Radius (sent packets is higher).
Lintas team respond that Radius is working well, and having
problem in forwarding accounting packets towards MIP.
GPRS service back to normal at 20:25 with no action from Fault,
Datacraft, and Lintas Team.

SERVICE DEGRADATION / OUTAGE REPORT

POST MORTEM
Need to check the interface performance on the CE Routers during the
outage.