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PROCEDURES MANUAL INSTRUCTION 1 (17)

Prepared (Subject resp) No.

EAB Nils Björkquist, EAB Tora Liliedahl 2/1546- FAP 130 495
Approved (Document resp) Checked Date Rev Reference

EAB Göran Rindstam 2014-10-09 U

How to fill out the Site Failure Note (SFN)

Abstract

The importance of completing the Site Failure Note (SFN) shall not be underestimated.

The SFN is a data carrier that provides site failure data back to the product design units to
enable them to improve Ericsson product and system performance. This will lead to improved
fault detection and performance of the network.

Further to above is the information also used for fault simulation and fault tracing statistics
which is the first step to avoid No Fault Found (NFF) and Dead On Arrival (DOA).

Contents

1 Applications ............................................................................................................. 2
2 Instructions how to fill in Site Failure Note ............................................................ 3
2.1 Site Failure Note PDF or hard copy .............................................................. 3
2.2 Site Failure Note Fields ................................................................................ 4
2.2.1 Fault Description .......................................................................................... 6
3 Additional instruction for SFN Web-tool on Extranet ............................................ 7
3.1 Starting registration ...................................................................................... 7
3.2 Site Failure Note data ................................................................................... 8
3.2.1 Mandatory data ............................................................................................ 8
3.2.2 Missing mandatory data ............................................................................... 8
3.3 Additional data ............................................................................................. 9
3.4 When data is registered.............................................................................. 10
3.5 SFN Web-tool support ................................................................................ 10
4 Additional instruction for the SFN App on Android ............................................ 11
4.1 Starting up .................................................................................................. 11
4.2 Other settings ............................................................................................. 11
4.3 Fill in the Site Failure Note ......................................................................... 11
4.4 Send the Site Failure Note ......................................................................... 13
4.5 SFN App on Android support ...................................................................... 13
5 Samples of filled in SFN, LZF 084 84/1 R3_ .......................................................... 14
6 Abbreviations ......................................................................................................... 17
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PROCEDURES MANUAL INSTRUCTION 2 (17)
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EAB Nils Björkquist, EAB Tora Liliedahl 2/1546- FAP 130 495
Approved (Document resp) Checked Date Rev Reference

EAB Göran Rindstam 2014-10-09 U

1 Applications
This document is an annex to the Procedures Manual and shall be used together with the
spare part replacement procedure. It describes how a Site Failure Note (SFN) shall be
completed. The SFN has replaced the Blue Tag/Repair Delivery Note (RDN).

When the faulty unit(s) is identified and replaced, the site technician is required to prepare a
SFN for each unit. This is best carried out at the site to ensure that accurate information is
supplied.

There are four options for the field engineer to fill in the SFN.

a Filling in paper copy and attaching it to the returned unit. Note! Returned units shall be
packed in a single packing box and SFN shall preferable be placed outside the ESD bag
but inside the box.

b Filling in a PDF file on a laptop, then printing it and attaching it to returned unit. Note!
Returned units shall be packed in a single packing box and SFN shall preferable be
placed outside the ESD bag but inside the box.

c Using the SFN web-tool via customer eBusiness Portal or the Google portal for Ericsson
FSO. Note! A paper copy is not needed to be attached and sent with the unit.

d Using the SFN App for Android. Note! A paper copy is not needed to be attached and sent
with the unit.

In addition to the instructions here, system and/or product specific instructions might be listed
in the operation/maintenance documentation (CPI/OPI) at site.

The product number for the Site Failure Note is: LZF 084 84/1 R3_. The SFN can be printed
(below file) on any black and white laser printer. Or it can be filled in directly on a computer
(as PDF) and then printed (preferred).

Site Failure Note

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EAB Nils Björkquist, EAB Tora Liliedahl 2/1546- FAP 130 495
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2 Instructions how to fill in Site Failure Note

Follow the instructions in the table in paragraph 2.2 and fill in the SFN.

Please fill out all free text with typescript CAPITAL letters in English!

2.1 Site Failure Note PDF or hard copy

This is the Site Failure Note. It includes pre-defined options for some of the fields including
Fault Description.

There are pre-defined fault descriptions for Dead on Arrival (DOA) as well as MINI-LINK and
GSM RBS technologies. The reason for not including more technologies is due to space on
the paper SFN. For digital solutions there may be options for other technologies as well.

For LED Status and Generic Product Fault descriptions some rows are empty. This is
intentional; we might want to add more options, without having to change any existing
numbers.

Figure 1: Site Failure Note - PDF or hard copy.


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2.2 Site Failure Note Fields
Data to be Filled in using SFN, LZF 084 84/1 R3_
Field Name
Date Replaced at Site
(Write, use capital letters)
Product Number
(Write, use capital letters)
R-state
(Write, use capital letters)
Serial Number
(Write, use capital letters)
Type of Node/System
(Write, use capital letters)
Prepared (Field Service
Technician)
(Write, use capital letters)
Service Provider
(Write, use capital letters)
Country
(Write, use capital letters)
Customer/Operator Name
(Write, use capital letters)
RMA Reference (if known)
(Write, use capital letters)
Fault Situation
Use the “tick” boxes and
select ONE situation that
describe the situation when
the unit was replaced
Fault Category
Use the “tick” boxes and
select ONE category that
describe the reason why
the unit was replaced
Unit Failure
Use the “tick” boxes and
select ONE failure
description that describe
the reason why the unit was
replaced
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No.
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To be completed and/or comments
Date when fault is handeled by service technician and unit was replaced
Required date format is: yyyy-mm-dd (e.g. 2007-01-01)
Product number found on the faulty unit’s Ericsson label
(e.g. KRC 131 1002/2)
Revision State found on the faulty unit’s Ericsson label
(e.g. R5B)
Serial number found on the Ericsson label of the fulty unit
(e.g. TU8BL63611)
What type of node or cabinet the faulty unit was mounted/installed in
(e.g. RBS 2206)
Name of Field Technician replacing the board
(e.g. JOHN SMITH)
Name of the company the Field Technician is employed by
(e.g. ERICSSON, Ericsson ASP, customer or other company hired by customer)
Name of Country. Country Code is OK if known.
(e.g. INDONESIA or ID)
The name of the actual customer, i.e. the Telecom operator.
(e.g. TELECOM LTD.)
The RMA (Return Material Authorization) reference, if it is known at this point.
1: In operation (temp= 0-35°C), system was working in normal environment when failing
2: In operation (temp= >35°C), system was working in hot environment when failing
3: In operation (temp= <0°C), system was working in cold environment when failing
4: Installation/Integration in normal rollout, failure occurred during installation of new node
5: Installation/Integration in upgrade/extension of node, failure occurred during installation of
new HW in existing node
6: Software upgrade of node/system/product, failure occurred during software upgrade
7: Redeployment of used equipment
0: Other reason should be specified in the free text field in English using capital letters
1: Functional failure, system was working until the unit failed
2: Mechanical damage, cannot be installed
3: Installation damage, unit was damaged during installation
4: Transport damage, packing material damaged when received to Installation/Integration
5: Wrong quantity, wrong quantity was received to Installation/Integration
6: Wrong product, wrong product was received to Installation/Integration
7: Unit returned unused
0: Other reason should be specified in the free text field in English using capital letters
1: Stable failure
2: Intermittent failure
3: Cyclic failure (repeated after time)
4: Statistical/KPI failure, unit replacement was done due to statistical or KPI failure at NOC
5: Failure remains after hard reset, at site
6: Failure remains after power off/on
7: Suspected/Pro-active replacement, unit was replaced without creating a failure/alarm
0: Other reason should be specified in the free text field in English using capital letters

Prepared (Subject resp)
EAB Nils Björkquist, EAB Tora Liliedahl
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LED Status
Use the “tick” boxes and
select ONE LED status that
describe the LED status
when the unit was replaced
NOC Work Order
Reference
(Write, use capital letters)
Fault Code/Alarm ID/
Slogan (From NOC)
(Write, use capital letters)
CSR Reference
(Write, use capital letters)
Failure Verified
Use the “tick” boxes
Only Replacement
Use the “tick” boxes
Fault Description
Use second part of the Site
Failure Note to report Fault
Description either by selecting
ONE tick box and/or use free
text.
See separate paragraph.
SFN ID (when registered)
SW
Node ID
Table 1: Explains how to fill in the data fields in the SFN.
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1: Red LED lit
2: Red LED flashing
3: Yellow LED lit
4: Yellow LED flashing
5: Green LED lit
6: No LED lit
9: Green LED flashing (only on SFN web-tool/SFN app)
0: Other reason should be specified in the free text field in English using capital letters
The Work Order Reference from NOC.
State the Fault Code, Alarm ID or Alarm Slogan provided from the telecom management
software (OSS) or the NOC work order, attach a hard copy of the work order to the
Site Failure Note if possible
Write the ten figure CSR number (if a CSR was opened for this case)
Yes if failure on this unit has been verified, otherwise No.
The failure should be considered as verified if the previous failure re-appears when the
replaced unit is installed again into a working system
Yes if this unit was the only hardware replacement done to solve the failure, otherwise No
Service technician's own observation and/or conclusion from site when unit was replaced.
Include any external factors leading up to fault (e.g. fire or water damage, power problems,
difficulty loading software etc.).
Note:
DOA reporting (if an expected good unit fails at installation) has the highest priority.
This field is filled in after Site Failure Note data is registered in Ericsson tool.
Please include what SW the node is running on, e.g. W13B (Only on Web-tool and App)
Include the name of the customer Site that the unit was removed from.
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EAB Nils Björkquist, EAB Tora Liliedahl 2/1546- FAP 130 495
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2.2.1 Fault Description

In addition to the “Fault Code/Alarm ID/ Slogan” from NOC, the Fault Description reporting is
the most important feedback from site, when returning a unit. Reported fault descriptions
should state the reason for the field technician to replace the unit. The reason can be based
on three different data sources as described in below flow chart.

Fault Description reporting has been simplified by introducing pre-defined fault descriptions for
some technologies that can be selected by “tick boxes”. If no pre-defined fault description is
applicable, then use the Free Text field in bottom of the note. The Free Text field can also be
used for additional information when a pre-defined fault description is used. Write the “fault
description” in English using capital letters.

Note! This pre-defined DOA fault descriptions MUST be used if a replacement unit fails at
installation.

1
Support
center WO-ticket
- Instruction
NOC/OSS - Fault text

2
Fault Description HWD
according to site
Site documentation technician based on GDC
CPI/TSG or similar three sources of data and
actual actions at site RC/PDU
3 - Fault analysis

Example: Fault Description

Visual observations &
site/unit condition - DOA, No Output Power
The fault description will
- TX saturation be used by PDU and repair
- SMA connector broken centers for fault analysis.

Explanation for above 3 sources of information:

A fault code and/or fault symptom should have triggered the ”ticket/work order” for a site engineer to take an action. The reported
fault code will be filled in the fault code field, while the fault symptom should be valid for the fault description field.

Short fault description based on supporting fault finding tools/documents used at site.

Visual observations & actions not covered by above steps.

Note. “Faulty” or “Bad” as a Fault Description is not sufficient information and do not add any value.

Figure 2: Explanation of the Fault Description

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EAB Nils Björkquist, EAB Tora Liliedahl 2/1546- FAP 130 495
Approved (Document resp) Checked Date Rev Reference

EAB Göran Rindstam 2014-10-09 U

3 Additional instruction for SFN Web-tool on Extranet

The SFN is also available as a web-tool with access via eBusiness Portal. If it is not available
on your eBusiess portal, please contact your local Ericsson contact, e.g. the Service Delivery
Manager.

The same instructions are applicable as when filling out the PDF or hard copy. But this section
describes how to navigate in the tool and there are also some additional fields in the tool
compared to the hard copy.

The SFN web-tool can be used directly by field technician at site, but also at the local
warehouse registering hardware copies. Some note on what to do if fields are not populated
as desired.

This is the look of the web-tool:

Figure 3: The Site Failure Note web-tool

3.1 Starting registration

Language: English is the only available language at this time. Other languages will be added.

E-mail: This is to identify the person doing the registration of the SFN in the tool. Fill in your e-
mail address. This field is mandatory! If the Field technician is filling in the data at site, the
same information could be copied into “Prepared” field.
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EAB Nils Björkquist, EAB Tora Liliedahl 2/1546- FAP 130 495
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EAB Göran Rindstam 2014-10-09 U

3.2 Site Failure Note data

Fill in data according to the received Site Failure Note. Use the TAB function to move to next
field. For “Only replacement” or “Fault verified” you switch between “yes” and “no” with the
ARROW buttons, left/right or up/down.

For the fields with pre-defined options, it is possible to just push the NUMBER button, and the
correct option will occur. This is an alternative to use the drop-down menus.

3.2.1 Mandatory data

Some fields in the SFN web-tool are mandatory – Date Replaced, Product Number, Serial
Number and Fault Description! If this data is not included, it will not be possible to
register/save the SFN.

Figure 4: Five fields in the tool are mandatory – Date replaced, Product Number, Serial Number,
Country and Fault description. Also the E-mail field is mandatory.

3.2.2 Missing mandatory data

If SFN hard copies are being registered at the local warehouse, and mandatory data is not
included, but other fields have valuable data included, as in picture 5 below, the SFN could be
registered anyway. See below how to handle the missing data.
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EAB Nils Björkquist, EAB Tora Liliedahl 2/1546- FAP 130 495
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Figure 5: If all mandatory data is not included, but fields in the picture above contain valuable data, the
SFN could still be registered.

Write the following in the mandatory fields:

 Date: use today’s date, the date when registration in web-tool is done
 Product Number: If available, scan or check the unit to get the correct product number
 Serial Number: If available, scan or check the unit to get the correct serial number
 Country Code: Include correct country code using the drop down menu
 Fault description: Put ”–” to mark that nothing was filled in.

Note! If the unit is not available and unit data is not available, the SFN cannot be registered!

Note! Only ONE pre-defined fault description and/or the Free text field can be filled in. If more
than one pre-defined options is filled in (possible on a paper copy, not PDF-file), the register
one fault description as pre-defined, and the other(s) as free text.

Note! If other non-mandatory data is missing, but known by the person doing the registration,
please include, e.g. Service Provider and Customer information.

3.3 Additional data

The SFN web-tool supports the entering of additional data not supported by the PDF SFN.

Figure 6: Additional information.

At this point SW level and Node ID (or Site ID) fields are available as additional data. If known
at site or stated on the hard copy SFN, e.g. in the Free Text field, this can be added in the
web-tool.

Files such as pictures and log information can be attached as well in the web-tool. The
maximum size for attachments is 20 MB.

The web-tool can continuously be updated with fields for additional data. The PDF or excel
version of the Site Failure Note will not be updated.
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EAB Nils Björkquist, EAB Tora Liliedahl 2/1546- FAP 130 495
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3.4 When data is registered

When data from an SFN is registered the Save button is pressed the SFN will get an SFN-ID
from the web-tool. The customer can request to get SFN reports from Ericsson on a monthly
basis.

3.5 SFN Web-tool support

Please contact Extranet eXact Support exactextranet.support@ericsson.com if support is

needed. Refer to SFN Web-tool.
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EAB Nils Björkquist, EAB Tora Liliedahl 2/1546- FAP 130 495
Approved (Document resp) Checked Date Rev Reference

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4 Additional instruction for the SFN App on Android

The SFN App for Android is being trialed and can be made available on request. Please
contact your Service Delivery Manager (SDM) for more information.

4.1 Starting up

After installation of the application it is recommended to fill in the user profile otherwise this
need to be filled in every time you are trying to send a SFN. In settings, fill in the information; it
is possible to have several users and operator profiles.

Figure 7 Views of the user and operator information

4.2 Other settings

It is possible to fix the screen rotation of the application depending of the device type you
prefer to use. These settings will overrun the system settings for your device.

Settings are: Landscape, Portrait and Auto rotate

4.3 Fill in the Site Failure Note

There is an option to get the product data filled in by scanning the QR-tag of the unit. This
requires good camera. Otherwise all fields needs to be filled in manually.
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EAB Nils Björkquist, EAB Tora Liliedahl 2/1546- FAP 130 495
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After the successful scan you are requested to fill in a free text name of the report e.g. a unit
name and site name. After this the type of Node or System is requested. When this is done
then the product data is already filled in, but can be changed if needed. Currently only QR
codes of type PDF-417 (frequently used for newer Ericsson HW units) are supported.

Figure 8 Views of the App – information fields.

After a successful creation of a SFN, it is shown in a list. The SFN is possible to re-edit if
needed.
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EAB Nils Björkquist, EAB Tora Liliedahl 2/1546- FAP 130 495
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4.4 Send the Site Failure Note

The SFN has to be sent via email to Ericsson. The email address is predefined in the app.

Figure 8 List of SFNs from created via send to sent.

As noticed in the figure above the small dot goes from red to green when the SFN has been
sent via email. Note that when you press the send button the email SW of your phone will
start. Even if you cancel the sending of the email the status will change from red to green. It is
always possible to resend a SFN even if the state is red.

4.5 SFN App on Android support

Please contact your local Ericsson representative, e.g. the SDM, if there are problems with the
App!
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EAB Nils Björkquist, EAB Tora Liliedahl 2/1546- FAP 130 495
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5 Samples of filled in SFN, LZF 084 84/1 R3_

Below sample is for a faulty GSM unit that was recorded as Dead On Arrival (DOA):

Below sample is for a faulty WCDMA unit:

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Below sample is for a faulty APZ faulty unit.

Below sample is for a faulty APG unit:

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Below sample is for a faulty DXU faulty unit:

Below sample is for a faulty AXD unit:

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6 Abbreviations
CPI Customer Product Information
DOA Dead On Arrival
FSO Field Service Organization
GDC Global Delivery Centre
HWS Hardware Services
NFF No Fault Found
NOC Network Operation Centre
OSS Operations Support System
PDU Product Design Unit
RC Repair Center
RDN Repair Delivery Note
SDM Service Delivery Manager
SFN Site Failure Note
TSG Troubleshooting Guideline