Troubleshooting Guide 474283

ZXA10 C300M
Multi-Service Access Equipment

Troubleshooting Guide
Version: V3.1
ZTE CORPORATION
NO. 55, Hi-tech Road South, ShenZhen, P.R.China
Postcode: 518057
Tel: +86-755-26771900
Fax: +86-755-26770801
URL: http://ensupport.zte.com.cn
E-mail: support@zte.com.cn
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Revision History
Revision No. Revision Date Revision Reason
R1.0 2012-10-20 First Edition
Serial Number: SJ-20121019170407-008
Publishing Date: 2012-10-20 (R1.0)
SJ-20121019170407-008|2012-10-20 (R1.0) ZTE Proprietary and Confidential

Contents
About This Manual ......................................................................................... I
Chapter 1 Overview .................................................................................... 1-1
1.1 Safety Instruction ............................................................................................... 1-1
1.2 Troubleshooting Range....................................................................................... 1-1
1.3 Requirements for Maintenance Engineers............................................................ 1-2
1.4 Maintenance Tools and Meters............................................................................ 1-2
Chapter 2 Fault Location ........................................................................... 2-1

2.1 Fault Classification ............................................................................................. 2-1
2.2 Fault Analysis .................................................................................................... 2-1
2.2.1 Fault Analysis Principle............................................................................. 2-1
2.2.2 Narrowband Service Fault Analysis ........................................................... 2-2
2.2.3 Broadband Service Fault Analysis ............................................................. 2-2
Chapter 3 External Interface Fault Troubleshooting ............................... 3-1

3.1 Failed to PING Out-of-Band Debugging Network Interface .................................... 3-1
3.2 No Output from SCGM Serial Port ....................................................................... 3-2
3.3 Fails to Ping Uplink Port...................................................................................... 3-3
3.4 Fails to Telnet through Uplink Port ....................................................................... 3-3
3.5 In-band NMS Disconnected ................................................................................ 3-4
3.6 In-band NMS Signal Tracing Failure .................................................................... 3-4
3.7 Fails to Upload/Download NMS Data or Version ................................................... 3-5
3.8 Failed to View NE Alarm Information on NMS ...................................................... 3-6
Chapter 4 System Fault Troubleshooting ................................................ 4-1

4.1 Abnormal H.248 ................................................................................................. 4-1
4.2 MAPP Working Abnormally ................................................................................. 4-2
4.3 DSP/IPS Chip Working Abnormally...................................................................... 4-2
4.4 Active/Standby Communication Interrupted.......................................................... 4-3
4.5 Standby SCGM Off-line ...................................................................................... 4-3
4.6 Narrowband Card Off-line ................................................................................... 4-4
4.7 Broadband Card Off-line ..................................................................................... 4-4
Chapter 5 Narrowband User Fault Troubleshooting ............................... 5-1

5.1 VoIP Subscriber Dialing Tone Problem................................................................. 5-1
5.2 VoIP Subscribers Busy Tone Problem.................................................................. 5-2
5.3 Dialing Tone Termination Failure.......................................................................... 5-2

5.4 Busy Tone while Dialing ...................................................................................... 5-3
5.5 Occasional Call Failure ....................................................................................... 5-3
5.6 Calls Broken ...................................................................................................... 5-3
5.7 Hearing SIT after Dialing..................................................................................... 5-4
5.8 Loud Noise in Conversation ................................................................................ 5-4
5.9 Loud Echo in Conversation ................................................................................. 5-5
5.10 Called End Fails to Hear Conversation............................................................... 5-6
5.11 Fax Failure ....................................................................................................... 5-6
Chapter 6 Broadband User Fault Troubleshooting ................................. 6-1

6.1 ADSL2+/VDSL2 Modem Link Establishment Failure ............................................. 6-1
6.2 Low ADSL2+/VDSL2 Modem Link Establishment Ratio ........................................ 6-2
6.3 PPPoE Authentication Failure ............................................................................. 6-2
6.4 ADSL2+/VDSL2 Subscriber Passes PPPoE Authentication, but Fails to Browse
Website ........................................................................................................... 6-3
6.5 Low Internet Access Rate and Frequent Disconnection......................................... 6-4
6.6 Low FTP Rate.................................................................................................... 6-5
6.7 Modem Remote Management Failure .................................................................. 6-5
Chapter 7 System Maintenance Fault Troubleshooting.......................... 7-1

7.1 NMS Database Installation Failure....................................................................... 7-1
7.2 ZXA10 C300M Creation Failure on NMS.............................................................. 7-2
7.3 System Restart Failure after System Version Upgrading ....................................... 7-2
7.4 Line Card Version Upgrade Failure...................................................................... 7-2
7.5 NMS Server Startup Failure ................................................................................ 7-3
7.6 NMS Client Startup Failure ................................................................................. 7-4
Chapter 8 Line Troubleshooting ............................................................... 8-1

8.1 Subscriber Line Parameters................................................................................ 8-1
8.1.1 ADSL Subscriber Line Parameter Requirements ........................................ 8-1
8.1.2 VDSL Subscriber Line Parameter Requirements ........................................ 8-2
8.1.3 Definitions................................................................................................ 8-4
8.2 Line Troubleshooting Method .............................................................................. 8-4
8.2.1 Troubleshooting Flow ............................................................................... 8-5
8.2.2 Troubleshooting at Office End ................................................................... 8-6
8.2.3 Troubleshooting at User End................................................................... 8-12
Glossary .......................................................................................................... I
II

About This Manual
Purpose
This manual provides the methods for troubleshooting on the ZXA10 C300M Multi-Service
Access Equipment.
Intended Audience
This document is intended for:
l On-site maintenance engineers
l Network monitoring engineers
l System maintenance engineers
Prerequisite Skill and Knowledge

To use this manual effectively, users should have a general understanding of network
technology. Familiarity with the following is helpful:
l The ZXA10 C300M system and its various components
l Maintenance procedures
l Local operating procedures
What Is in This Manual

This manual contains the following chapters:
Manual Contents
Chapter Summary
1, Overview Introduces safety instruction, troubleshooting range,

requirements for maintenance engineers, maintenance tools
and meters.
2, Fault Location Describes fault classification and fault analysis.
3, External Interface Fault Describes the troubleshooting for networking interface,

Troubleshooting control card serial port, uplink port, NMS, NMS signal tracing,
downloading/uploading NMS data or version and viewing NE
alarm information on NMS.
4, System Fault Troubleshooting Describes the troubleshooting for H.248, MAPP, DSP chip of
VoIP sub-card, IPS chip of VoIP sub-card, active/standby
communication, control card offline, narrowband card offline
and broadband card offline.

Chapter Summary
5, Narrowband User Fault Describes the troubleshooting for VoIP subscriber dialing
Troubleshooting tone problem, VoIP subscriber busy tone problem, dialing
tone termination failure, busy tone while dialing, occasional
calling failure, calls broken, hearing SIT after dialing, loud
noise in conversation, loud echo in conversation, called end
unable to hear conversation and fax failure.
6, Broadband User Fault Describes the troubleshooting forADSL2+/VDSL2 MODEM

Troubleshooting link establishment failure, low ADSL2+/VDSL2 MODEM
link establishment ratio, PPPoE authentication failure,
ADSL2+/VDSL2 subscriber browsing website failure, low
internet access rate and frequent disconnection, low FTP rate
and MODEM remote management failure.
7, System Maintenance Fault Describes the troubleshooting for NMS database installation
Troubleshooting failure, ZXA10 C300M creation failure on NMS, system
restart failure after system version updating, line card version
update failure, NMS server startup failure and NMS Client
startup failure.
8, Line Troubleshooting Describes the subscriber line parameters, line troubleshooting

methods, troubleshooting at office end and troubleshooting
at user end.
Conventions
ZTE documents employ the following typographical conventions.
Typeface Meaning
Italics Variables in commands. It may also refers to other related manuals and
documents.
Bold Menus, menu options, function names, input fields, option button names, check
boxes, drop-down lists, dialog box names, window names, parameters and
commands.
CAPS Keys on the keyboard and buttons on screens and company name.
Constant width Text that you type, program codes, filenames, directory names, function names.
[] Optional parameters.
{} Mandatory parameters.
| Separates individual parameter in series of parameters.
II

Typeface Meaning
Danger: Indicates an imminently hazardous situation, which if not avoided,

will result in death or serious injury.
Warning: Indicates a hazard that, if not avoided, could result in serious injuries,
equipment damages or interruptions of major services.
Caution: Indicates a potential hazard that, if not avoided, could result in

moderate injuries, equipment damages or partial service interruption.
Note: Provides additional information about a certain topic.
III

IV

Chapter 1
Overview
Table of Contents
Safety Instruction .......................................................................................................1-1
Troubleshooting Range ..............................................................................................1-1
Requirements for Maintenance Engineers ..................................................................1-2
Maintenance Tools and Meters...................................................................................1-2
1.1 Safety Instruction

When the system is operational, observe the following safety instructions to avoid serious
damages:
l Only professional personnel who have taken proper trainings can install, operate, and
maintain the equipment.
l Follow local safety precautions and relevant procedures during equipment installation,
operation, and maintenance to avoid personal injury or equipment damage.
Note:
ZTE does not bear any liabilities incurred by violation of the universal safety operation
requirements, or violation of the safety standards for installation and configuration of the
system.
Note:
Safety precautions introduced in this manual are only supplementary to local safety
specifications.
1.2 Troubleshooting Range

The troubleshooting range involves:
l External interface fault troubleshooting
l System fault troubleshooting
l Narrowband subscriber troubleshooting
1-1

ZXA10 C300M Troubleshooting Guide
l Broadband subscriber troubleshooting

l System maintenance fault troubleshooting
l Line fault troubleshooting
1.3 Requirements for Maintenance Engineers

Table 1-1 lists the requirements for maintenance engineers.
Table 1-1 Requirements For Maintenance Engineers
Type Requirement
Technology knowledge Knowledge about H.248 protocol, MGCP protocol, SIP

protocol
Knowledge about Ethernet protocols
Knowledge about TCP/IP protocols
Knowledge about RIP/OSPF/BGP/ISIS protocols
Knowledge about xDSL technology
Knowledge about multicast protocols
Equipment knowledge Knowledge about ZXA10 C300M hardware configuration
Knowledge about ZXA10 C300M card functions and

interfaces
Knowledge about ZXA10 C300M networking
System operation and maintenance Knowledge about maintenance on ZXA10 C300M

techniques
Knowledge about operation on ZXA10 C300M series
products
Tools and meters Knowledge about the usage of tools and meters
1.4 Maintenance Tools and Meters

Table 1-2 describes the tools and meters used for maintenance.
Table 1-2 Tools and Meters
Name Description
Snipe-nose pliers It is used to grip objects in confined spaces.
Wire-stripping pliers It is used to cut and remove insulation on electrical wire

while leaving the wire intact.
Tape measure It is used to measure length.
Diagonal pliers It is used to cut wires.
Network cable pliers It is used to make RJ-45 network cables.
1-2

Chapter 1 Overview
Name Description
Antistatic wrist strap It is used to prevent electrostatic discharge.
Ethernet cable tester It is used to test cable connection.
Optical power meter It is used to test optical power.
Multimeter It is used to measure voltage, current and resistance.
Ground resistance tester It is used to measure ground resistance.
1-3

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1-4

Chapter 2
Fault Location
Table of Contents
Fault Classification .....................................................................................................2-1
Fault Analysis.............................................................................................................2-1
2.1 Fault Classification

Service faults may involve all parts related to service procedure. In terms of cause, the
fault is classified into three types:
l Hardware faults such as card or cable fault.
Components on the card may be damaged due to dust, high temperature or humidity.
Aging cable or cable in improper connection may cause service fault.
l Faults caused by improper operations, such as wrong cable connection, wrong data
or wrong version.
To minimize this type of fault, perform every procedure during operation. Fault location
is the key point to handle this type of fault.
l Faults caused by version problem.
Upgrade some card versions to solve the version problem. Observe the state after
version upgrade.
2.2 Fault Analysis

This topic includes the following:
l Fault analysis principle
l Narrowband service fault analysis approaches
l Broadband service fault analysis approaches
2.2.1 Fault Analysis Principle

Fault analysis must be located and solved based on fault symptom. Generally, basis for
fault analysis comes from five channels:
l Maintenance personnel’s descriptions about the fault
Usually, it is maintenance personnel who find out faults at the first time. What they
describe about the fault is very important. Their descriptions may be reference for
fault solution. Try to communicate with maintenance personnel for more details.
2-1

l Client’s descriptions about the fault

Client knows well what is the fault. Sometimes, maintenance personnel just repeats
his description. Therefore, client’s descriptions are reference for fault solution.
l Equipment status
Indicators on cards show equipment status. Maintenance personnel need know well
about indicators. When fault occurs, they can read from indicators and solve it.
l Alarms and notification messages displayed on NMS
NMS shows alarms and notification messages, which helps maintenance personnel
to locate the fault and solve it.
l Alarms on connected equipment

Sometimes the local equipment fails to report alarms to NMS due to its own fault.
Check whether the connected equipment has generated alarms. Find the fault causes
based on alarms on the connected equipment and solve it.
2.2.2 Narrowband Service Fault Analysis

Definite fault analysis approaches are helpful to solve faults effectively and quickly.
For narrowband service, ‘stream’ fault analysis approach is recommended. Here, ‘stream’
refers to protocol stream/medium stream, which flows from the equipment where service
starts to the equipment where service ends. Maintenance personnel needs to know
through which cards or devices the signalling passes, on which part data configuration is
required or which cards need software version support. If maintenance personnel have
better knowledge about signalling stream, they can locate faults more easily.
2.2.3 Broadband Service Fault Analysis

For broadband service, ‘stream’ fault analysis approach is also recommended. Here,
‘stream’ refers to data stream, which flows form service source to service destination.
There are some new concepts about broadband service, such as PVC, VLAN and TAG.
Maintenance personnel need have some knowledge about these concepts. It is very
important to locate faults.
2-2

Chapter 3
External Interface Fault
Troubleshooting
Table of Contents
Failed to PING Out-of-Band Debugging Network Interface .........................................3-1
No Output from SCGM Serial Port..............................................................................3-2
Fails to Ping Uplink Port .............................................................................................3-3
Fails to Telnet through Uplink Port ..............................................................................3-3
In-band NMS Disconnected........................................................................................3-4
In-band NMS Signal Tracing Failure ...........................................................................3-4
Fails to Upload/Download NMS Data or Version.........................................................3-5
Failed to View NE Alarm Information on NMS.............................................................3-6
3.1 Failed to PING Out-of-Band Debugging Network

Interface
Symptom
The system fails to ping out-of-band debugging network interface after ZXA10 C300M
system is started normally.
Analysis
Possible causes are:
l Improper cable connection
l Abnormal system start-up
l Improper computer network interface card configuration
Troubleshooting
To troubleshoot the fault, perform the following steps:
1. Check whether computer is properly connected to ZXA10 C300M.
l If computer is directly connected to ZXA10 C300M, use crossover cable.
l If Ethernet cable is connected to computer, the network interface indicator is
flashing.
2. Check whether control card works normally. In normal status, the RUN LED is blinking
slowly.
3-1

3. Check whether computer IP is in the same network segment with the panel IP of control
card. Make sure that there is no IP collision in LAN.
4. Check MAC address of debugging port in boot mode. Check whether the MAC address
is in collision with other MAC addresses.
5. Check whether the computer is configured with too many IP addresses. If yes, delete
other IP addresses and keep the necessary one.
3.2 No Output from SCGM Serial Port

Symptom
During the process of starting SCGM card or after starting SCGM card, there is no
information about SCGM card serial port, or the information is in illegible code, or the
serial port supports output, while it does not support input.
Analysis
l Physical interface of serial port cable
l Baud rate settings
Troubleshooting
To troubleshoot the fault, perform the followings steps:
1. If there is only output and no input on SCGM card serial port, input Ctrl+Q and then
input capital 01RXZ or ZTE.
2. Check whether serial port cable between computer and ZXA10 C300M is connected
properly.
3. Check whether baud rate is set to be 9600 bps. Improper baud rate setting may cause
serial port disconnection or illegible code.
4. Check the line sequence of serial port cable. The SCGM card uses RJ45 - DB9 serial
port cable. Table 3-1 lists the serial port cable definitions.
Table 3-1 Serial Port Cable Definition
RJ–45 Pin Definition DB9 (Female) Pin
5 Grounding cable 5
3 Device receives; computer sends 3
6 Device sends; computer receives 2
4 Grounding cable 5
3-2

Chapter 3 External Interface Fault Troubleshooting
3.3 Fails to Ping Uplink Port

Symptom
In-band maintenance interface fails to ping voice uplink port. Consequently, the
narrowband service is blocked and in-band NMS fails.
Analysis
l VLAN and route are not added.
l Uplink card works abnormally.
l Computer is not configured properly.
Troubleshooting
1. Check Ethernet cables connecting computer, switch (or HUB), ZXA10 C300M uplink
port. Check whether uplink card ACT indicators and network interface indicators of
computer is blinking normally.
2. Login to ZXA10 C300M through Telnet mode. Use the show vlan command to see
whether VLAN of VoIP is added.
l If VLAN is added, check whether voice and management uplink ports are added
to this VLAN.
l If computer is not in the VLAN where the uplink port of ZXA10 C300M is, check
the gateway settings of ZXA10 C300M and computer.
3. Check whether pins in uplink card slot are in proper arrangement. Check whether
uplink card can be inserted in the slot properly.
3.4 Fails to Telnet through Uplink Port

Symptom
The system fails to Telnet through uplink port after starting ZXA10 C300M.
Analysis
l TCP/IP link fails between computer and ZXA10 C300M.

l ZXA10 C300M data, such as route information and control port number, is configured
improperly.
Troubleshooting
3-3

1. Check whether it is successful to ping the uplink port of ZXA10 C300M. For detailed
procedures, refer to Fails to Ping Uplink Port.
2. Under the active control card serial port mode, use the show ip route command to
check route information. Check whether there are two route informations for uplink
port IP. Generally, if the debugging port IP is set in the same network segment where
SS or gateway is, route information may be repeated.
Note:
If the serial port is disconnected, refer to No Output from SCGM Serial Port.
3.5 In-band NMS Disconnected

Symptom
NMS fails to get NE information after starting ZXA10 C300M or during running. After a
period, the corresponding in-band NMS node polling fails.
Analysis
l TCP/IP link fails between computer and ZXA10 C300M.
l ZXA10 C300M data, such as port number, is configured improperly.
Troubleshooting
1. Check whether it is successful to ping ZXA10 C300M uplink port from NMS
server/client. For detailed procedures, refer to Fails to Ping Uplink Port.
2. Telnet ZXA10 C300M. Use the show msag ctrlport command to check whether control
ports contain port 161.
Note:
3.6 In-band NMS Signal Tracing Failure

Symptom
Signal tracing on ZXA10 C300M in-band node fails.
3-4

Chapter 3 External Interface Fault Troubleshooting
Analysis
Possible cause is that the TCP/IP link fails between computer and ZXA10 C300M.
Troubleshooting
1. Check whether TCP/IP connection between NMS server/client and ZXA10 C300M is
successfully established. Use Telnet to connect to in-band uplink port IP and check
whether it is connected successfully. For the detailed procedures, refer to Fails to Ping
Uplink Port.
2. Telnet SCGM card to log onto ZXA10 C300M. Use show msag ctrlport command to
check whether control ports contain port 5001. Check whether the transmission layer
protocol is TCP.
Note:
3. Check whether the signal tracing is running and occupies TCP port 5001, which leads
to the signal tracing failure at client end.
3.7 Fails to Upload/Download NMS Data or Version

Symptom
The system fails to upload/download in-band NMS version or data.
Analysis
l FTP server is not configured properly.
l Computer is not well connected to ZXA10 C300M.
Troubleshooting
1. Check parameters of uploading/downloading version and data on NMS interface,
including FTP server, file path and file name.
2. Make sure that FTP server can ping ZXA10 C300M.
3. Make sure that FTP server progress is started on FTP server. FTP server occupies
the default TCP port 21. The default file path is designated on FTP server.
4. For uploading version and data on NMS, make sure the flash of ZXA10 C300M
contains the specified version or data file. For downloading version and data on NMS,
3-5

make sure the designated directory on FTP server contains the specified version or
data file. File name is case sensitive. File path is absolute path.
3.8 Failed to View NE Alarm Information on NMS

Symptom
The real-time monitoring window at NMS client does not display any NMS alarm while the
alarm pool of ZXA10 C300M shows alarm information.
Analysis
l SNMP is disconnected between NMS and NE.

l SNMP trap port is not added.
l Global/partial alarm filtering is set at NMS client.
Troubleshooting
1. Telnet ZXA10 C300M. Use the show msag ctrlport command to check whether control
ports contain port 162.
2. View whether ZXA10 C300M is configured with trap server. Check whether server IP
is consistent with client IP.
3. Check whether any user has set alarm filtering.
4. Use serial port query software to view whether port 162 is occupied by other software.
If any other software occupies port 162, it is recommended to uninstall that software.
3-6

Chapter 4
System Fault
Troubleshooting
Table of Contents
Abnormal H.248 .........................................................................................................4-1
MAPP Working Abnormally ........................................................................................4-2
DSP/IPS Chip Working Abnormally ............................................................................4-2
Active/Standby Communication Interrupted ................................................................4-3
Standby SCGM Off-line ..............................................................................................4-3
Narrowband Card Off-line...........................................................................................4-4
Broadband Card Off-line.............................................................................................4-4
4.1 Abnormal H.248

Symptom
H.248 link between ZXA10 C300M and SS is disconnected.
Analysis
l ZXA10 C300M data configuration error

l Control card software or hardware fault
l Uplink card fault
l Network between ZXA10 C300M and SS is faulty
l SS fault and SS data configuration error
Troubleshooting
1. Use the computer which shares the same network segment with ZXA10 C300M to
ping the uplink port of ZXA10 C300M. If it fails, check data configuration, uplink card
status and uplink port status.
2. Use show msag mgc command to view MGC configuration. If MGC is not configured,
use mgc add command to add MGC. If MGC is not configured properly, use mgc modify
command to modify relevant data.
3. It is required for SS to check whether relevant ZXA10 C300M data such as IP address
and protocol port is configured. Check whether the gateway node exists.
4-1

4. Use show msag voip-ipaddr to view whether the configured IP address is the same as
that configured with show interface vlan 120 (120 is the uplink VLAN) command. If not,
modify them. If there is no IP address, use voip interface add ctrlip x.x.x.x to add IP
address.
5. Use show msag allnat to view whether the route setting is correct.
4.2 MAPP Working Abnormally

Symptom
Narrowband subscribers fail to make calls. Use telnet to connect IE. MAPP card is not
started. NMS reports MAPP off-line alarm or alarm pool shows MAPP off-line alarm.
Analysis
l MAPP version does not exist or it is incorrect.
l MAPP sub-card is not inserted properly.
l Boot chip is not burnt properly.
l MAPP hardware is faulty.
Troubleshooting
1. Check whether MAPP sub-card is inserted properly.
2. Burn boot chip again or replace the MAPP boot chip.
3. Check whether the active SCGM card contains MAPP version. Compare the running
MAPP version with that on SCGM card flash. If they are inconsistent with each other,
download a new one. Then, reboot SCGM card.
4. If hardware of MAPP sub-card is faulty, replace a new one.
4.3 DSP/IPS Chip Working Abnormally

Symptom
The subscriber fails to hear dialing tone after picking up the phone. NMS or alarm pool
shows that DSP/IPS sub-module works abnormally.
Analysis
l The VoIP sub-cards (VOPSE) are not inserted in SCGM card.

l The corresponding firmware version is not downloaded.
4-2

Chapter 4 System Fault Troubleshooting
Troubleshooting
1. Use show version-running to view whether DSP/IPS-related version file is correct. If
not, re-download the version file.
2. Pull out SCGM card to check whether VoIP sub-card is well inserted in SCGM card
and make sure that it is in correct position and is fastened.
3. Replace VoIP sub-card. If the card works normally after replacement, it is the sub-card
problem. If the card is still abnormal, contact the technical support to handle it.
4.4 Active/Standby Communication Interrupted

Symptom
Both the active and standby cards are in position. NMS shows the standby SCGM
card off-line alarm and active/standby communication interruption alarm. Execute the
active/standby changeover command. Execution fails.
Analysis
l Hardware models of active and standby cards are inconsistent.
l SCGM card is not inserted into the backplane.
l Versions for active and standby SCGM cards are inconsistent.
Troubleshooting
1. Check whether the standby SCGM card (master or slave shelf) is properly inserted in
the backplane.
2. Use show version-saved master and show version-saved slave command to view whether
their versions are the same.
3. Replace the backplane. Backplane fault may cause abnormal active/standby
communications.
4.5 Standby SCGM Off-line

Symptom
The SCGM card on the master shelf works normally. The standby SCGM card does not
work.
Analysis
l Standby SCGM card fault
4-3

l Software version does not match.

l Abnormal active/standby communications
Troubleshooting
1. Check whether the standby SCGM card is properly inserted in slot 10 or 11. Use
show card to check whether standby SCGM card state changes from offline to
hwonline.
2. Insert SCGM card separately in slot 10/11. Check whether the standby SCGM card is
started normally. If not, replace the standby SCGM card.
3. Check whether active/standby communications are normal.
4.6 Narrowband Card Off-line

Symptom
The RUN LED on the narrowband subscriber card is constantly ON. Subscribers on this
card pick up the phone and hear no dialing tone. Check ZXA10 C300M NMS and find that
the subscribers are in off-line state.
Analysis
l Card is faulty.
l Real card type is inconsistent with configured type.
l Card is not configured.
Troubleshooting
1. Use show card command to view whether the off-line slot is configured with narrowband
card. Check whether real card type is consistent with configured type.
2. Perform signal tracing and view whether ZXA10 C300M reports the off-hook message.
If not, check whether narrowband card and control card status is normal and whether
cards are well inserted.
3. Replace the narrowband card with the same type of card.
4.7 Broadband Card Off-line

Symptom
The RUN indicator on the broadband card is ON. The MODEM is disconnected. Check
ZXA10 C300M NMS and find that the subscribers are in off-line state.
4-4

Chapter 4 System Fault Troubleshooting
Analysis
l Card is faulty.
l Card software version works abnormally.
l The boot file works abnormally.
l Real card type is inconsistent with configured type.
l Card is not configured.
Troubleshooting
1. LoginZXA10 C300M through Telnet. Use show card command to view whether the
off-line slot is configured with broadband card. Check whether real card type is
consistent with configured type.
2. Update boot version or replace the boot chip.
3. Download card version.
4. Replace the broadband subscriber card with the same type of card.
4-5

4-6

Chapter 5
Narrowband User Fault
Troubleshooting
Table of Contents
VoIP Subscriber Dialing Tone Problem .......................................................................5-1
VoIP Subscribers Busy Tone Problem ........................................................................5-2
Dialing Tone Termination Failure.................................................................................5-2
Busy Tone while Dialing..............................................................................................5-3
Occasional Call Failure...............................................................................................5-3
Calls Broken...............................................................................................................5-3
Hearing SIT after Dialing ............................................................................................5-4
Loud Noise in Conversation........................................................................................5-4
Loud Echo in Conversation ........................................................................................5-5
Called End Fails to Hear Conversation .......................................................................5-6
Fax Failure .................................................................................................................5-6
5.1 VoIP Subscriber Dialing Tone Problem

Symptom
Subscribers hooks off and hears no dialing tone.
Analysis
l Phone set fault
l Subscriber line fault
l Subscriber card fault
l Data configuration fault
l DSP module is abnormal
Troubleshooting
1. Check whether all subscribers have the problem or only some subscribers have the
problem.
2. Use show msag slc status command to view whether the subscriber line is occupied.
On NMS, view whether the subscriber line is occupied.
5-1

3. For data configuration problem of some subscribers, check whether relevant

cards are configured and whether cards are online. For narrowband card off-line
troubleshooting, refer to Narrowband Card Off-line.
4. If DSP is improperly configured or is working abnormally, check whether DSP module
in TONE type is configured. For DSP troubleshooting, refer to DSP Chip Working
Abnormally.
5. The backplane is faulty. Replace a new one.
6. Use show msag h248-status command to view whether H.248 protocol status is OK.
5.2 VoIP Subscribers Busy Tone Problem

Symptom
Subscribers hook-off and hear busy tone.
Analysis
l ZXA10 C300M data configuration problem
l Relevant SS data configuration problem
l H.248 disconnection
Troubleshooting
1. Check whether H.248 link is properly established.
2. Telnet ZXA10 C300M. Use show msag slc terminationid command to check the relevant
TERMID.
3. Check SS data configuration, such as packet type, subscriber is released with number
and protocol type.
5.3 Dialing Tone Termination Failure

Symptom
The subscriber hooks off and hears dialing tone. Then, the subscriber starts to dial
numbers but the dialing tone still exists.
Analysis
Possible cause is that DTMF is abnormal in receiving numbers.
Troubleshooting
Check whether DTMF-type DSP module works normally. Refer to DSP Chip Working
Abnormally.
5-2

Chapter 5 Narrowband User Fault Troubleshooting
5.4 Busy Tone while Dialing

Symptom
The subscriber hooks off and dials the first number from the complete phone number but
hears busy tone.
Analysis
l This subscriber do not have the right of dialing phone numbers starting with this
number.
l Phone number table configured in SS is not complete.
Troubleshooting
1. On SS, check whether this subscriber has this calling authority. If not, add the user’s
calling authority.
2. Check phone number table configured in SS. Make sure that number string starting
with this number is contained. If not, add this number string.
5.5 Occasional Call Failure

Symptom
Occasionally, the subscriber fails to make calls.
Analysis
l IPS module works abnormally.
l IPS status on SS side is inconsistent with that on ZXA10 C300M side.
Troubleshooting
1. Check whether IPS modules works normally. Refer to IPS Chip Working Abnormally.
2. Check whether IPS status on SS side is consistent with that on ZXA10 C300M side.
5.6 Calls Broken

Symptom
Calls are frequently broken during calling.
5-3

Analysis
Possible cause is that SS is configured with the function of overlong conversation audit.
ZXA10 C300M user card fault.
Troubleshooting
1. If the call is broken after long conversation, check whether SS is configured with the
function of overlong conversation audit. If it is, it is normal.
2. If calls are frequently broken during conversation, check whether slave CPU reports
hook-on messages or reed messages frequently. Upgrade slave CPU version to solve
such a problem.
3. Observe whether slave CPU user port signal detection is faulty. Check whether the
subscriber has intensive interference from outside.
5.7 Hearing SIT after Dialing

Symptom
The subscriber dials phone number and hears special information tone (SIT). Signaling
shows that SS sends SIT.
Analysis
Possible cause is that SS is configured with improper data.
Troubleshooting
1. Check whether phone number table is consistent with phone number analysis. If the
phone number table contains this number string while the relevant phone number
analysis is configured with it, SS sends SIT.
2. Check whether this subscriber number in SS is consistent with the cluster of ZXA10
C300M.
5.8 Loud Noise in Conversation

Symptom
The subscriber hears loud noise during conversation.
Analysis
l Local subscriber line is in poor condition.
5-4

l Remote subscriber line or signal is in poor condition.

l Phone set is faulty.
l DSL splitter at ATU-C or ATU-R is faulty.
l The current bearer network is in poor condition.
l Rack is in poor grounding condition.
l Medium gain of ZXA10 C300M is too large.
Troubleshooting
1. Remove causes at local side, such as phone set, line and signal.
2. Check the local phone set.
3. Check the local line.
4. If a splitter is connected before MODEM and phone set, check the splitter and the
opposite DSL line card.
5. If it is a toll call, check the current network status.
6. Check the medium gain of ZXA10 C300M. If it is too large, reduce it.
7. Check the working ground and protection ground. The voltage difference between
working ground and protection ground should be less than 0.1 V.
5.9 Loud Echo in Conversation

Symptom
Subscribers find echo in conversation is too loud.
Analysis
l Opposite end subscriber
l Local phone set
l ZXA10 C300M is disabled.
l Echo suppression is configured improperly.
Troubleshooting
1. Try another phone number. Observe whether the echo is loud.

2. Replace phone set. Observe whether the echo is loud.
3. Check the Echo Suppression parameter. If it disabled, enable it.
4. If Echo Suppression is configured improperly, ask the SS maintenance personnel to
modify it.
5-5

5.10 Called End Fails to Hear Conversation

Symptom
The called end subscriber fails to hear the conversation.
Analysis
Possible cause is that the route of ZXA10 C300M is configured improperly.
Troubleshooting
1. Capture packets at AG uplink port when the conversion starts. Observe whether
there are bi-directional medium packets. Confirm whether the fault occurs due to the
equipment or upper-layer network. Check networking mode. Analyze whether medium
packets are able to reach the destination.
2. Check the route configuration. Use show ip route command to check whether ZXA10
C300M is configured with the next hop and whether the next hop address is correct.
3. Other configuration may cause the problem, such as improper internal MAC address
pool.
5.11 Fax Failure

Symptom
The system is successful in making calls between electrographs, but it fails to send faxes.
Analysis
l The electrograph is faulty
l Abnormal operations
l Fax mode settings are not proper.
l T.38-related SDP fields are not set at SS side while T.38 fax mode is used.
l T.38 fax mode is used for MODEM fax.
l Poor line quality.
Troubleshooting
1. Check the electrograph. Make sure operations are correct.
2. Use show msag rtp parameter command to check whether fax modes are set, such as
T.30 or T.38, complete control or half control, redundancy mode or transparent mode.
3. If faxing is performed across AG or through TG and PSTN, check whether fax mode
setting of another AG or TG is consistent with AG.
5-6

4. If T.38 fax mode is used, check whether SS is configured with T.38-related SDP fields.
5. If T.38 fax mode is used, it is recommended to use electrograph, instead of modem
and software.
6. Check line quality, PSTN line and bearer network.
7. Check whether the uplink port is in full-duplex mode. If not, set the uplink port to be
full-duplex mode.
5-7

5-8

Chapter 6
Broadband User Fault
Troubleshooting
Table of Contents
ADSL2+/VDSL2 Modem Link Establishment Failure...................................................6-1
Low ADSL2+/VDSL2 Modem Link Establishment Ratio..............................................6-2
PPPoE Authentication Failure ....................................................................................6-2
ADSL2+/VDSL2 Subscriber Passes PPPoE Authentication, but Fails to Browse
Website ......................................................................................................................6-3
Low Internet Access Rate and Frequent Disconnection ..............................................6-4
Low FTP Rate ............................................................................................................6-5
Modem Remote Management Failure.........................................................................6-5
6.1 ADSL2+/VDSL2 Modem Link Establishment Failure

Symptom
ADSL2+/VDSL2 MODEM fails to establish links.
Analysis
l ADSL2+/VDSL2 modem is faulty.
l Subscriber line is not connected properly.
l Line subscriber line card is faulty.
Troubleshooting
1. Check ADSL2+/VDSL2 modem. If faulty, replace ADSL2+/VDSL2 modem.
2. Check subscriber line condition. Check line attenuation and noise.
3. Check whether ADSL2+/VDSL2 line card works normally.
6-1

6.2 Low ADSL2+/VDSL2 Modem Link Establishment

Ratio
Symptom
ADSL2+/VDSL2 modem link establishment ratio is low.
Analysis
l ADSL2+/VDSL2 MODEM problem
l Subscriber line
l ADSL2+/VDSL2 line card
l Rate configuration on the subscriber port
Troubleshooting
1. Check the rate configuration on the subscriber port. If the link establishment rate is
consistent with the rate limitation, it is normal.
2. Check ADSL2+/VDSL2 modem. If it is faulty, replace ADSL2+/VDSL2 modem.
3. Check whether modem establishment rate is normal. If not, replace user port and
observe whether modem establishment rate is normal.
4. Check subscriber line condition. Check line attenuation and noise.
5. Check whether ADSL2+/VDSL2 line card works normally.
6.3 PPPoE Authentication Failure

Symptom
ADSL2+/VDSL2 subscriber is successful to establish link, while PPPoE authentication
fails.
Analysis
l PPPoE authentication user name/password is wrong
l Computer or dial-up software is faulty.
l ADSL2+/VDSL2 line card is offline.
l ZXA10 C300M data configuration is improper.
l ZXA10 C300M broadband uplink port is disconnected.
l Network fault exists between ZXA10 C300M and BAS.
l BAS data configuration has error or BAS is faulty.
6-2

Chapter 6 Broadband User Fault Troubleshooting
Troubleshooting
1. Check PPPoE user name and password.
2. Check computer network interface card and PPPoE dial-up software.
3. Check whether ZXA10 C300M ADSL2+/VDSL2 line card is online through NMS or
command line.
4. Check ZXA10 C300M data configuration. Use show vlan command to check whether
VLAN setting of subscriber port is consistent with VLAN setting of ZXA10 C300M
broadband uplink port.
5. Check whether ZXA10 C300M broadband uplink port works normally. Ping broadband
uplink port from normal user port and ping the normal user port from broadband uplink
port. If ZXA10 C300M broadband uplink port is faulty, check uplink card. If the uplink
card is faulty, replace it.
6. Check network condition between ZXA10 C300M and BAS.
7. Check BAS data configuration and check whether BAS works normally.
6.4 ADSL2+/VDSL2 Subscriber Passes PPPoE

Authentication, but Fails to Browse Website
Symptom
ADSL2+/VDSL2 subscriber passes PPPoE authentication, but fails to browse website or
ping public network address.
Analysis
l Computer network interface card is not configured properly.
l Computer Internet Explorer is not configured properly.
l Dial-up software is faulty.
l Networking at user side is faulty.
l Large packet restriction.
l BAS setting problem or faulty.
Troubleshooting
1. Check TCP/IP settings, especially DNS setting. If IP is designated, “automatically
obtain IP address” is recommended. If the computer is configured with multiple
network interface cards, disable others first.
2. Check Internet Explorer settings. Generally browsing website failure occurs due to the
selection of ‘Auto Detection Setting’. Do not select this option.
6-3

3. For WINDOWS users, if all above check items are correct, re-install ADSL2+/VDSL2
dial-up software. Three types of ADSL2+/VDSL2 dial-up software are available:
WinPoET, Ethernet300 and Raspppoe. Select any one.
4. If user end is in LAN, check the network. Connect to the Internet on one computer.
If it is successful to browse websites, the networking at user side is faulty. Frequent
problems occur when ADSL2+/VDSL2 is in route mode, IP address on computer
is inconsistent with IP on gateway. When ADSL2+/VDSL2 is in agent mode, agent
software or agent computer is faulty.
5. In DHCP mode, the Ethernet frame has 1518 bytes. It has 1522 bytes with tag. Ping
the website separately with the frame of 1518 bytes and 1522 bytes. If it fails, check
whether large packet restriction is set from ZXA10 C300M to BAS.
6. Check BAS data configuration and check whether BAS works normally.
6.5 Low Internet Access Rate and Frequent

Disconnection
Symptom
ADSL2+/VDSL2 subscribers complain that the Internet access rate is low and
disconnection occurs frequently.
Analysis
l Card or line index configuration error
l ADSL2+/VDSL2 MODEM compatibility problem
l Networking at user end faulty
l Improper ADSL2+/VDSL2 modem settings
l Duplex working rate mode of ZXA10 C300M uplink port does not match with that of
upper-layer equipment.
l Upper-layer network problem
l BAS problem.
Troubleshooting
1. Check whether ADSL2+/VDSL2 modem has compatibility problem. If yes, replace
modem.
2. Check networking at user side. Frequent networking problems can be caused by the
multiple phone sets connected in front of the splitter. Computer is not separated from
ADSL2+/VDSL2 modem while the user end is in LAN. It is recommended to adopt
agent server or firewall.
3. Check ADSL2+/VDSL2 modem settings. If ADSL2+/VDSL2 modem is set with
functions of built-in dialing and bridging, and the built-in dialing user name or password
is wrong, ADSL2+/VDSL2 modem continuously sends wrong PPPoE authentication
6-4

Chapter 6 Broadband User Fault Troubleshooting
packets when the user has access to Internet in dialing-up mode. Consequently,
the network load is high and network performance decreases. Generally, it is not
permitted to use built-in dialing-up function and bridging function at the same time. If
such a problem exists, replace the modem.
4. Check whether duplex working rate mode matches with that of transmission equipment
from ZXA10 C300M uplink port to BAS.
5. Check card or user port line indexes. Try to modify noise margin and delay.
6. Check configurations of upper-layer network and BAS.
6.6 Low FTP Rate

Symptom
When ADSL2+/VDSL2 uses FTP, the rate is too low.
Analysis
l Low ADSL2+/VDSL2 link establishment rate.
l FTP server problem.
l Other reasons
Troubleshooting
1. Check whether ADSL2+/VDSL2 modem link rate is normal.
2. Replace FTP server.
3. Check other factors that can cause low rate. Refer to Low Internet Access Rate and
Frequent Disconnection.
6.7 Modem Remote Management Failure

Symptom
Subscribers cannot use MODEM to perform management at remote end.
Analysis
l Modem is not activated.
l Modem does not support remote management.
Troubleshooting
6-5

1. Check whether modem is activated. Refer to ADSL2+/VDSL2 Modem Link

Establishment Failure.
2. If modem link establishment is successful, check whether it supports remote manage-
ment. Currently modem remote management supports two protocols: 1/39 IPoA, 0/16
SNMP. Most of the current modems need to be updated before they can support re-
mote management. For the details, please contact the local technical support.
6-6

Chapter 7
System Maintenance Fault
Troubleshooting
Table of Contents
NMS Database Installation Failure .............................................................................7-1
ZXA10 C300M Creation Failure on NMS ....................................................................7-2
System Restart Failure after System Version Upgrading.............................................7-2
Line Card Version Upgrade Failure.............................................................................7-2
NMS Server Startup Failure........................................................................................7-3
NMS Client Startup Failure .........................................................................................7-4
7.1 NMS Database Installation Failure

Symptom
During the process of database installation, the system prompts that it has failed to install
NMS database or the procedure of database installation is interrupted.
Analysis
l SQL server is not installed.

l SQL server is not started normally.
l The operating system of computer is faulty or not compatible.
Troubleshooting
1. Check whether SQL server is installed on NMS server. Make sure that the user name
is sa and password is data.
2. Check whether SQL server is started normally.
3. Computer problem may cause NMS database installation interruption. Press Ctrl+C
to continue.
4. If the problem still exists, re-install the operating system or replace the current
computer with another one.
7-1

7.2 ZXA10 C300M Creation Failure on NMS

Symptom
NMS starts successfully, but it fails to create ZXA10 C300M NE.
Analysis
The possible cause is that the Support ZXA10 C300M NE is not selected while configuring
NMS Config Center.
Troubleshooting
Select Support ZXA10 C300M NE and restart NMS.
7.3 System Restart Failure after System Version

Upgrading
Symptom
Upgrade the system version through Telnet, FTP or NMS. Then, restart the system. It fails
to restart control card.
Analysis
l Version error
l Version file is damaged due to version downloading fault.
l The boot does not match the version.
Troubleshooting
1. Check whether the version is wrong or version file is damaged. Connect control card
serial port. Enter the boot mode. Check whether version size and version date are
consistent with the upgrade version.
2. If the previous boot version does not match with the upgraded version, upgrade the
boot version.
7.4 Line Card Version Upgrade Failure

Symptom
After the upgrade, line card version is downloaded to control card but it fails to download
the version to line card or the line card version is upgraded while the line card is offline
after restart.
7-2

Chapter 7 System Maintenance Fault Troubleshooting
Analysis
l For the failure of downloading version to line card, the possible cause is that the line
card is in offline status before downloading the version to line card.
l The possible cause for offline card after restarting is that the version file is damaged
or faulty.
Troubleshooting
1. Check whether the line card is in normal status before downloading the version to line
card. Use CLI command mode or NMS to view whether the line card is in the active
status.
2. Use show version-saved command to check whether the line card version file saved
in control card is consistent with upgraded version file, such as size and date. If not,
re-download the version file.
3. Copy version file to line card again. Re-start control card and check whether upgrade
is successful.
7.5 NMS Server Startup Failure

Symptom
NMS server fails to startup.
Analysis
l The Client name (where NMS is installed) is same as that of another computer in the
network.
l The NMS installation path is too long. Its path length exceeds 240 characters.
l Port 1111 is occupied by other programs.
Troubleshooting
1. Check whether the Client name is same as that of another computer in the network as
follows:
l The NMS Client can be visited using 127.0.0.1.
127.0.0.1 is the IP address of NMS Client. There is no gateway and route for this
computer.
l This Client cannot be visited through real IP address.

The computer establishes ARP on gateway, in order to bind IP address with MAC
address. However, while NETBIOS protocol is resolving address, the Client name
7-3

is found to be same which then sends unavailable information to the network.

Therefore, the NMS cannot be initiated due to this fault.
When the above fault occurs, modify the Client name and observe whether the NMS
server can be initiated.
2. Check whether the installation path length exceeds 240 characters. If yes, reinstall
the system or copy the system to the shorter directory.
3. Check whether port 1111 is occupied. Restart the computer and observe whether NMS
can be initiated.
7.6 NMS Client Startup Failure

Symptom
NMS client fails to start.
Analysis
l Firewall configuration
l Bandwidth between NMS and client is not enough.
Troubleshooting
1. Check whether the firewall is installed and whether the port (such as JRMPlnvoker of
4444) to start the system is forbidden by firewall. Set the firewall to allow NMS.
2. Check whether the bandwidth between client and NMS is enough. Make sure that the
bandwidth is 128 kbps.
7-4

Chapter 8
Line Troubleshooting
Table of Contents
Subscriber Line Parameters .......................................................................................8-1
Line Troubleshooting Method .....................................................................................8-4
8.1 Subscriber Line Parameters

l ADSL subscriber line parameter requirements
l VDSL subscriber line parameter requirements
l Definitions
8.1.1 ADSL Subscriber Line Parameter Requirements

ADSL subscriber line parameter requirements are as follows:
l There should be no extra inductor on subscriber lines. If a telephone is connected
with the modem, install the splitter before the phone and modem. Otherwise, the
transmission capability is effected.
l A subscriber line must be a twisted pair copper wire.
l If the service wire is a four-core wire, it is recommended to use a four-core twisted
pair cable instead of a four-core parallel wire. For four-core parallel wire, use one pair
and leave the other idle. For an iron or aluminum parallel wire, the length must not
exceed 20 meters.
l There is no shielding requirement for subscriber lines.
l It is recommended to use subscriber lines without bridge taps. If subscriber lines
without bridge tap are not avoidable, there should be up to two bridge taps on a
subscriber line. Each bridge tap must be smaller than 400 m and the distance between
a bridge tap and an end must be greater than 400 m.
l The insulation resistance of two subscriber lines to the ground must be greater than
5 MΩ.
l The direct loop resistance of subscriber line conducting wire must be less than 1.1
KΩ.
l The capacitance between subscriber lines must be less than 200 nF (if the
capacitance is less than 150 nF, the Internet access speed can be more stable and
higher). The capacitance between subscriber lines and the ground must be less than
5%.
l The near end crosstalk ratio must be greater than 50 dB and the far end crosstalk
ratio is the total of the near end crosstalk ratio and the line attenuation.
8-1

l The idle channel noise must be less than or equal to -55 dBm. The average noise
power spectrum density must be smaller than or equal to -115 dBm/Hz.
l The nominal characteristic impedance of the line must be 100 Ω, with a maximum of
10 % error allowed.
l Within the frequency range of 26 KHz – 1104 KHz, the longitudinal conversion loss
must be greater than or equal to 50 dB. In special conditions, it can be greater than
40 dB.
l For ADSL subscriber lines with different line diameters, attenuations requirements are
listed in Table 8-1.
Table 8-1 Attenuations Per Kilometer Of Cable Pairs
Fre-
quency
(KHz) 40 60 80 120 150 300 1024
0.3 mm 11.4 13.01 14.38 15.12 16.8 18.13 33.5
0.4 mm 8.29 9.34 10.05 10.87 12.1 14.78 27.3
0.5 mm 5.99 6.85 7.06 7.77 9 12.18 22.5
l Maximum frequency attenuations are listed in Table 8-2. In case the attenuation
is greater than the maximum value, the ADSL service is not available. Even if the
service is launched, the performance and stability are not guaranteed. When the line
attenuation of relevant sub-band’s carrier frequency is greater than 70 dB, the line
cannot carry any information.
Table 8-2 Maximum Frequency Attenuation
Frequency (KHz) Maximum Attenuation (dB)
60 37
150 49
300 52
400 60
500 67
600 72
8.1.2 VDSL Subscriber Line Parameter Requirements

VDSL subscriber line parameter requirements are as follows:
l There should be no extra inductor on subscriber lines. If a telephone is connected
with the modem, install the splitter before the phone and modem. Otherwise, the
transmission capability is affected.
l A subscriber line must be a twisted pair copper wire.
8-2

Chapter 8 Line Troubleshooting
If the service wire is a four-core wire, it is recommended to use a four-core twisted

pair cable instead of a four-core parallel wire. For four-core parallel wire, use one pair
and leave the other idle. For an iron or aluminum parallel wire, the length must not
exceed 20 meters.
l There is no shielding requirement for subscriber lines.
l The subscriber line must have no bridge taps.
l The subscriber line must be shorter than 1 Km.
l The connectors should be reliable and do not come loose due to shocks.
l The direct loop resistance of the subscriber conducting line must be not greater than
220 Ω
l The normal characteristic impedance of the line must be 100 Ω, with a maximum of
10 % error allowed.
l The insulation resistance of two subscriber lines to the ground must be greater than
5 MΩ.
l The capacitance between two subscriber lines must not be greater than 40 nF. In
special conditions, the maximum must not exceed 45 nF. The capacitance between
two lines and the ground must not be less than 5%.
l The near end crosstalk ratio must be greater than 50 dB. The far end crosstalk is the
total of the near end crosstalk ratio and the line attenuation.
l In the range of 900 KHZ - 7.9 MHz, the longitudinal conversion loss must be greater
than 50 dB. In special conditions, the maximum can be 40 dB.
l For VDSL subscriber lines with different line diameters, attenuation requirements are
listed in Table 8-3.
Table 8-3 Attenuations Per Kilometer Of Cable Pairs
Frequency
）
（ KHz） 40 60 80 120 150 300 1024
0.3 mm 11.4 13.01 14.38 15.12 16.8 18.13 33.5
0.4 mm 8.29 9.34 10.05 10.87 12.1 14.78 27.3
0.5 mm 5.99 6.85 7.06 7.77 9 12.18 22.5
l The maximum frequency attenuations are listed in Table 8-4.
Table 8-4 Maximum Frequency Attenuations
）
Frequency （ KHz） Frequency Attenuations (dB)
60 7.47
150 9.6
300 11.8
1000 22
8-3

8.1.3 Definitions
SNR
It is short for signal-to-noise ratio. It is the ratio between signal power and noise power in
channels.
Noise Margin
Noise margin is the enhanced channel SNR. It is done manually by lowering the line
speed to improve the anti-interference capability so that the stability of the ADSL service
is guaranteed when the channel parameters are changed slightly and the line noise is
changed.
Attenuation
Attenuation includes uplink channel attenuation and downlink channel attenuation. Uplink
channel attenuation is the difference (in the unit of dB) of signals sent from uplink sending
end to ADSL receiving end at office end through line transmission. Downlink channel
attenuation is the difference (in the unit of dB) of signals sent from downlink sending end
to ADSL receiving end at office end through line transmission.
FR
It is short for frequency response. FR is the rate between input signals and the output
signals through twisted pair wires transmission.
NEXT
It is short for near end crosstalk. NEXT occurs when the interference source and the
receiving end of interfered pair wires are at the same end.
FEXT
It is short for far end crosstalk. FEXT occurs when the interference source is far away from
the receiving end of interfered pair wires. The interference source and the receiving end
of the interfered pair wires are at different ends.
8.2 Line Troubleshooting Method

l Troubleshooting flow
l Troubleshooting at office end
l Troubleshooting at user end
8-4

8.2.1 Troubleshooting Flow

Troubleshooting Flow (Office End)
To troubleshoot the ADSL/VDSL fault at office end, perform the steps described in Figure
8-1.
Figure 8-1 Troubleshooting Flow (Office End)
Troubleshooting Flow (User End)

To troubleshoot the ADSL/VDSL fault at user end, perform the steps described in Figure
8-2.
8-5

Figure 8-2 Troubleshooting Flow (User End)
8.2.2 Troubleshooting at Office End

l Measuring basic line parameters

l Testing line through MODEM on MDF at office end
8.2.2.1 Measuring Basic Line Parameters
Introduction
Many methods are available for measuring line parameters.
l SunSet Line Tester Measurement
8-6

l Multimeter Measurement
SunSet Line Tester Measurement

Use a SunSet line tester to measure the voltage, resistance and capacitance:
Voltage
Perform the following steps to measure the DC/AC voltage between A and B wires Va-b,
DC/AC voltage between wire A and the ground Va-gnd, and DC/AC voltage between B wire
and the ground Vb-gnd.
1. Disconnect the line from the exchange.
2. Switch ON the SunSet line tester.
3. Connect the network port supplied with lines to the ‘LINE TEST’ port on the right of
the tester.
4. Connect the red and black terminals of the tester to A and B wires of the subscriber
line terminal.
5. Connect the green terminal of the tester to the ground.
Values
Perform the following steps to obtain voltage values:
l Open the MENU directory of the tester. Select DMM > DCV to measure the DC voltage
between A and B wires Va-b (the value of ‘T_R’ on the tester), DC voltage between wire
A and the ground Va-gnd (the value of ‘T_G’ on the tester), and DC voltage between B
wire and the ground Vb-gnd (the value of ‘R_G’ on the tester).
l Press ESC to exit. Select DMM > ACV to measure the AC voltage between A and
B wires Va-b (the value of ‘T_R’ on the tester), AC voltage between wire A and the
ground Va-gnd (the value of ‘T_G’ on the tester), and AC voltage between B wire and
the ground Vb-gnd (the value of ‘R_G’ on the tester).
Resistance
Perform the following steps to measure the resistance between A and B wires Ra-b,
resistance between wire A and the ground Ra-gnd, and resistance between B wire and the
ground Rb-gnd.
the tester.
line terminal.
Values
Perform the following steps to obtain resistance values:
8-7

Open the MENU directory of the tester. Select DMM > OHM to measure the resistance
between A and B wires Ra-b (the value of ‘T_R’ on the tester), resistance between wire A
and the ground Ra-gnd (the value of ‘T_G’ on the tester), and resistance between B wire
and the ground Rb-gnd (the value of ‘R_G’ on the tester).
Capacitance
Perform the following steps to measure the capacitance between A and B wires Ca-b,
capacitance between wire A and the ground Ca-gnd, and capacitance between B wire and
the ground Cb-gnd.
the tester.
line terminal.
Values
Perform the following steps to obtain capacitance values:
Open the MENU directory of the tester. Select DMM > DCV to measure the capacitance
between A and B wires Ca-b (the value of ‘T_R’ on the tester), capacitance between wire A
and the ground Ca-gnd (the value of ‘T_G’ on the tester), and capacitance between B wire
and the ground Cb-gnd (the value of ‘R_G’ on the tester).
Result
All results must meet the requirements described in ADSL Subscriber Line Parameter
Requirements and VDSL Subscriber Line Parameter Requirements.
Multimeter Measurement
Use a multimeter to measure the voltage, resistance and capacitance:
Voltage
l DC Va-b
Disconnect the line from the exchange. Set the multimeter to the DC position. Connect
the multimeter to A and B wires of the subscriber line terminal to measure the voltage
between A and B wires, Va-b.
l DC Va-gnd
the multimeter to wire A of the subscriber line terminal and grounding wire of MDF to
measure the voltage, Va-gnd.
l DC Vb-gnd
8-8

the multimeter to wire B of the subscriber line terminal and grounding wire of MDF to
measure the voltage, Vb-gnd.
Set the multimeter to AC position. Repeat the steps to measure AC voltages between
A and B wires Va-b, between A wire and the ground Va-gnd, and between A wire and
the ground Vb-gnd.
Resistance
l Ra-b
Disconnect the line from the exchange. Set the multimeter to the resistance position.
Connect the multimeter to A and B wires of the subscriber line terminal to measure
the resistance between A and B wires, Ra-b.
l Ra-gnd
Connect the multimeter to wire A of the subscriber line terminal and the grounding
wire of MDF to measure the resistance between A and grounding wires, Ra-gnd.
l Rb-gnd
Connect the multimeter to wire B of the subscriber line terminal and the grounding
wire of MDF to measure the resistance between B and grounding wires, Rb-gnd.
l Loop Ra-b
Disconnect the line from the exchange at the office end. Set A and B wires in short
circuit at DP side or subscriber side remotely. At the office end, set the multimeter to
the resistance position. Connect it to A and B wires of the subscriber line terminal to
measure the loop resistance between A and B wires.
Capacitance
l Ca-b
Disconnect the line from the exchange. Set the multimeter to the capacitance position.
Connect the multimeter to A and B wires of the subscriber line terminal to measure
the capacitance between A and B wires, Ca-b.
l Ca-gnd
Connect the multimeter to wire A of the subscriber line terminal and the grounding wire
of MDF to measure the capacitance between A and grounding wires, Ca-gnd.
l Cb-gnd
Connect the multimeter to wire B of the subscriber line terminal and the grounding wire
of MDF to measure the capacitance between B and grounding wires, Cb-gnd.
8-9

Result
All results need meet the requirements described in ADSL Subscriber Line Parameter
Requirements and VDSL Subscriber Line Parameter Requirements.
8.2.2.2 Testing Line through Modem on MDF (Office End)
Introduction
Distribution cable at the office end refers to the cable between ZXA10 C300M and the
MDF. Use cables attached to ZXA10 C300M. Cable length ranges from 30 m to 150 m.
Select appropriate cable as needed.
Testing the line through the modem on the MDF at the office end is to check whether the
MDF jumpers (internal lines) and the ADSL port are normal. Figure 8-3 illustrates the cable
distribution for the test.
Figure 8-3 Cable Distribution For Testing MDF at Office End
Test Steps
With a SunSet line tester, perform the following steps:
1. Disconnect the subscriber line from the exchange.
2. Switch ON the SunSet line tester (with an ATU-R module).
3. Connect the network port supplied with lines to the ‘ADSL ATU-R’ port on the left of
the tester.
line terminal.
5. Connect the green terminal of the tester to the ground. Check whether internal lines
are normal, channels that link bears and the maximum speed.
6. Open the MODULE directory of the tester. Select SETUP.
7. On the pop-up interface, select a line mode (ANSI, G.DMT, G.LITE or MULTI) as
needed. Generally, G.DMT or G.LITE is selected.
8. Click RETRAIN.
8-10

9. The SunSet line tester simulates the modem to set up a link. If the line is in good
condition and the link setup succeeds, the tester displays the parameters of the link
on the screen, as shown in Figure 8-4.
Figure 8-4 Testing Line Establishment Interface
Value Description
Values on the link establishment interface show:
l The line establishment mode is G.DMT.
l The line uses fast channel link setup mode. The maximum downlink channel rate is
8192 Kbps. The actual downlink rate is 7616 Kbps. The maximum uplink channel
rate is 946 Kbps. The actual uplink rate is 928 Kbps. The rates show that the line is
in good condition.
l The downlink noise margin is 11.5 dB and the uplink noise margin is 7.0 dB. The noise
margins are smaller than 16 dB, so normal transmission can be carried out through
the line.
l The uplink and downlink channel attenuations are 1.5 dB, which is much smaller than
the maximum attenuation (50 dB) for bearer lines.
l The downlink transmission power is 7.5 dBm and the uplink transmission power is
12.0 dBm.
Result
The values show that the line is good in performance. It can bear ordinary ADSL service.
If the line tester is not available, use MODEM to measure line parameters. Connect the
modem. If the modem can be activated normally, the ADSL subscriber can access the
Internet normally, and the fastest rate can reach or approach the maximum rate set in the
line configuration file.
8-11

8.2.3 Troubleshooting at User End

l Testing subscriber lines at user end
l Testing subscriber lines through MODEM
l Subscriber LAN environment test
8.2.3.1 Testing Subscriber Lines at User Side

Subscriber lines at user end refer to cables from MDF at the office end to the subscriber
home. Testing subscriber lines is to check whether the subscriber line is in good condition
and troubleshoot the user network access fault due to subscriber line problem.
Figure 8-5 shows the cable distribution for testing.
Figure 8-5 Cable Distribution at User End For Testing
8.2.3.2 Testing Subscriber Lines through Modem

Connect the splitter. Use Sunset tester to test connection parameters where a modem
is connected to a phone. Check whether ADSL/VDSL line parameters meet the
requirements.
The result may greatly differ from the measured connection rate and the line attenuation
at the DP side. Check the following parts to solve the problem:
l Connectors
l Insulation of the line connectors
l Splitter connection
l MODEM cable connection. It need to be connected to the correct splitter port, namely
the MODEM port.
l If connectors and connecting cables are all in normal condition, the incoming line
is of poor quality or is subject to serious interference. Twisted pair cables are
recommended.
8-12

8.2.3.3 Subscriber LAN Environment Test

If subscriber lines and MODEM are normal and subscriber still cannot visit the Internet
or network disconnects occasionally, check the lines between modem and computer. To
troubleshoot this fault, replace the Ethernet cable or USB cable.
Use parallel cable to connect modem with computer. If the connection is made through
USB interface, be sure to use the specific USB cable and install USB driver program.
8-13

8-14

Glossary
ADSL
- Asymmetric Digital Subscriber Line
ADSL
- Asymmetric Digital Subscriber Loop
AG
- Access Gateway
ANSI
- American National Standards Institute
ARP
- Address Resolution Protocol
ATU-C
- ADSL Transceiver Unit - Central
ATU-R
- ADSL Transceiver Unit - Remote
BAS
- Broadband Access Server
CLI
- Command Line Interface
DC
- Direct Current
DHCP
- Dynamic Host Configuration Protocol
DNS
- Domain Name Server
DSL
- Digital Subscriber Line
DSP
- Digital Signal Processing
DTMF
- Dual-Tone Multi-Frequency
FTP
- File Transfer Protocol
IP
- Internet Protocol

IPS
- Intelligent Protection Switching
LAN
- Local Area Network
LED
- Light Emitting Diode
MAC
- Medium Access Control
MDF
- Main Distribution Frame
MGC
- Media Gateway Controller
MODEM
- Modulator-Demodulator
NE
- Network Element
NMS
- Network Management System
PPPoE
- Point to Point Protocol over Ethernet
PSTN
- Public Switched Telephone Network
PVC
- Permanent Virtual Channel
SDP
- Session Description Protocol
SNMP
- Simple Network Management Protocol
SS
- Soft Switch
TCP
- Transfer Control Protocol
TCP/IP
- Transmission Control Protocol/Internet Protocol
TG
- Trunk Gateway
USB
- Universal Serial Bus
II

Glossary
VDSL
- Very High Speed Digital Subscriber Line
VDSL2
- Very High Bit Rate Digital Subscriber Line 2
VLAN
- Virtual Local Area Network
VoIP
- Voice over Internet Protocol
III

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ZXA10 C300M

Multi-Service Access Equipment

Revision No. Revision Date Revision Reason

R1.0 2012-10-20 First Edition

Serial Number: SJ-20121019170407-008

Publishing Date: 2012-10-20 (R1.0)

SJ-20121019170407-008|2012-10-20 (R1.0) ZTE Proprietary and Confidential

Chapter 2 Fault Location ........................................................................... 2-1

Chapter 3 External Interface Fault Troubleshooting ............................... 3-1

Chapter 4 System Fault Troubleshooting ................................................ 4-1

Chapter 5 Narrowband User Fault Troubleshooting ............................... 5-1

SJ-20121019170407-008|2012-10-20 (R1.0) ZTE Proprietary and Confidential

Chapter 6 Broadband User Fault Troubleshooting ................................. 6-1

Chapter 7 System Maintenance Fault Troubleshooting.......................... 7-1

Chapter 8 Line Troubleshooting ............................................................... 8-1

SJ-20121019170407-008|2012-10-20 (R1.0) ZTE Proprietary and Confidential

Prerequisite Skill and Knowledge

What Is in This Manual

1, Overview Introduces safety instruction, troubleshooting range,

2, Fault Location Describes fault classification and fault analysis.

3, External Interface Fault Describes the troubleshooting for networking interface,

SJ-20121019170407-008|2012-10-20 (R1.0) ZTE Proprietary and Confidential

6, Broadband User Fault Describes the troubleshooting forADSL2+/VDSL2 MODEM

8, Line Troubleshooting Describes the subscriber line parameters, line troubleshooting

| Separates individual parameter in series of parameters.

SJ-20121019170407-008|2012-10-20 (R1.0) ZTE Proprietary and Confidential

Danger: Indicates an imminently hazardous situation, which if not avoided,

Caution: Indicates a potential hazard that, if not avoided, could result in

Note: Provides additional information about a certain topic.

SJ-20121019170407-008|2012-10-20 (R1.0) ZTE Proprietary and Confidential

SJ-20121019170407-008|2012-10-20 (R1.0) ZTE Proprietary and Confidential

1.1 Safety Instruction

1.2 Troubleshooting Range

SJ-20121019170407-008|2012-10-20 (R1.0) ZTE Proprietary and Confidential

l Broadband subscriber troubleshooting

1.3 Requirements for Maintenance Engineers

Table 1-1 Requirements For Maintenance Engineers

Technology knowledge Knowledge about H.248 protocol, MGCP protocol, SIP

Knowledge about Ethernet protocols

Knowledge about TCP/IP protocols

Knowledge about RIP/OSPF/BGP/ISIS protocols

Knowledge about xDSL technology

Knowledge about multicast protocols

Equipment knowledge Knowledge about ZXA10 C300M hardware configuration

Knowledge about ZXA10 C300M card functions and

Knowledge about ZXA10 C300M networking

System operation and maintenance Knowledge about maintenance on ZXA10 C300M

1.4 Maintenance Tools and Meters

Table 1-2 Tools and Meters

Snipe-nose pliers It is used to grip objects in confined spaces.

Wire-stripping pliers It is used to cut and remove insulation on electrical wire

Tape measure It is used to measure length.

Diagonal pliers It is used to cut wires.

Network cable pliers It is used to make RJ-45 network cables.

SJ-20121019170407-008|2012-10-20 (R1.0) ZTE Proprietary and Confidential

Antistatic wrist strap It is used to prevent electrostatic discharge.

Ethernet cable tester It is used to test cable connection.

Optical power meter It is used to test optical power.

Multimeter It is used to measure voltage, current and resistance.

Ground resistance tester It is used to measure ground resistance.

SJ-20121019170407-008|2012-10-20 (R1.0) ZTE Proprietary and Confidential

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SJ-20121019170407-008|2012-10-20 (R1.0) ZTE Proprietary and Confidential

2.1 Fault Classification