New AR:

View AR | AR without Proprietary

History | States | Assignment | Timetracking
Add Attachment
AR Text Search | More | CARES Home

Assistance Request 1-5774187

Customer Ticket n/a

Short

Repeated TMU/LP reset on RNC231

Description

Current

Jul 21: final RCA provided to MSM and attached to this AR,

Summary

closing this AR.

State

Closed : Solution/Service Provided

Outage

Yes

Severity

Priority

Service Request Remote Technical Support

Request Type

Defect

Sub-Type

Software

Category

Software

Sub-Category

Software Defect

Internal

No

Outage Report

Assignment Events

Ask Alcatel-Lucent
Product
Product

9370 RNC

Model

9370 RNC 1500

Version

LR13.3.W

No Change Request is linked to this AR

Product Location
Site

ETISALAT ABU DHABI

Instance

9370RNC-Etisalat : In Service

Site Company

Emirates Telecommunications Corporation

City

Abu Dhabi

Country

United Arab Emirates

Contact
Name

Karim IBRAHIM ABD EL NABY

Company

Alcatel-Lucent : Open on behalf of Customer

Phone
971 56 354 4568
Karim.Ibrahim@alcatel-lucent.com
Request Method

Email

Email-CR

Dates
Occurred
(GMT+4)

13-Jun-2015 00:07

Time now

29-Aug-2015 10:44

Reported

13-Jun-2015 00:07

AR Created

13-Jun-2015 00:12

Service Start

13-Jun-2015 00:07

Outage Start

13-Jun-2015 00:07
Next Customer Contact

16-Jul-2015 14:30

Responded
13-Jun-2015 00:07
SA - Calculated

Respond Target

13-Jun-2015 00:37

Restored
13-Jun-2015 01:55
SA - Calculated

Restore Target

14-Jun-2015 17:20

Resolved
16-Jun-2015 04:58
SA - Calculated

Resolve Target

03-Sep-2015 13:16

Targets for Restore & Resolve were extended by 22 days

to account for Pending time
Closed

21-Jul-2015 15:21

Last Modified

03-Aug-2015 10:39

Modified By

gauravarora

Entitlement
Agreement

242895 (OXIA 627085)

Covered Service TS 24x7 (Gold, Wireless Mobile Access)

Script

This request is entitled to service.

People
Owner

TSCd-WLS-WCDMA-IN : pthota

Assignee

CloQ-WLS-WCDMA-vGlobal : pthota

Referred 1

NorP-WLS-WCDMA-vGlobal : pthota

Referred 2

TEC-WLS-WCDMA-RNC : gserise

Resolve Group

TEC-WLS-WCDMA-RNC

Submitter

jgabor

Description
Attachments

Incoming E-mail from Karim (Karim)** CTR ** IBRAHIM ABD EL NABY

Workflow Status: Handled by an agent
Subject: Etisalat UAE//Repeated TMU/LP reset on RNC231
Contact: Karim (Karim)** CTR ** IBRAHIM ABD EL NABY
From: "IBRAHIM ABD EL NABY, Karim (Karim)** CTR **"
<karim.ibrahim@alcatel-lucent.com>
To: ALU Support <support@alcatel-lucent.com>
Cc: "KHEDR, MAHMOUD (MAHMOUD)" <Mahmoud.Khedr@alcatel-lucent.com>,

3G_ALU_Integ_UAE <3g_Alu_Integ_Uae@alcatel-lucent.com>, "MERAD, ABDESSAMAD

(ABDESSAMAD)" <abdessamad.merad@alcatel-lucent.com>, "ABDEL-HALIM, SAYED
(SAYED)" <Sayed.Abdel-Halim@alcatel-lucent.com>, "EL-MIDANY, AHMED (AHMED)"
<Ahmed.El-Midany@alcatel-lucent.com>, "BERIDY, AHMED (AHMED)"
<Ahmed.Beridy@alcatel-lucent.com>
Sent on: 12 czerwiec 2015 22:06:56 CEST

Hello,

PROBLEM DESCRIPTION: Repeated TMU/LP reset on RNC231

PROBLEM IMPACT:

High degradation on RNC231 due to the TMU/LP reset

EXPECTED RESULTS:

RC and recovery action URGENTLU

Action taken and progress:

State check on RNC231,HFB,KPIs reported collected.

RNClog collection on going,

Contact Surname

Contact Given Name

: Ali

Yasser

Contact Phone

Contact Company

Company

Contract Number

:+971 56 6 735 920

: Alcatel-Lucent

Emirates Telecommunications Corporation

: 242895

Region

: EMEA

Country

: United Arab Emirates

City

: Abu Dhabi

Site

: ETISALAT ABU DHABI

Product Instance

Severity

: 9370 RNC

: 1

Priority

Product Version

Outage

Internal/External:

: 1

: L14.2

: No

:Internal

Thanks,

--

BR,

Karim Ibrahim

LTE/3G Integration Professional

Alcatel-Lucent, Dubai, Etisalat Program

M: +971 (0)56-354-4568 || ONNET: 22341798

image001.gif (1,78 KB)

Outgoing E-mail to Karim (Karim)** CTR ** IBRAHIM ABD EL NABY

Workflow Status: Stopped
Subject: Re: Etisalat UAE//Repeated TMU/LP reset on RNC231
Contact: Karim (Karim)** CTR ** IBRAHIM ABD EL NABY
Agent: jgabor
From: SUPPORT@ALCATEL-LUCENT.COM
To: "IBRAHIM ABD EL NABY, Karim (Karim)** CTR **"
<karim.ibrahim@alcatel-lucent.com>
Cc: "KHEDR, MAHMOUD (MAHMOUD)" <Mahmoud.Khedr@alcatel-lucent.com>,
3G_ALU_Integ_UAE <3g_Alu_Integ_Uae@alcatel-lucent.com>, "MERAD, ABDESSAMAD
(ABDESSAMAD)" <abdessamad.merad@alcatel-lucent.com>, "ABDEL-HALIM, SAYED

(SAYED)" <Sayed.Abdel-Halim@alcatel-lucent.com>, "EL-MIDANY, AHMED (AHMED)"

<Ahmed.El-Midany@alcatel-lucent.com>, "BERIDY, AHMED (AHMED)"
<Ahmed.Beridy@alcatel-lucent.com>
Bcc:
Sent on: 12 czerwiec 2015 22:14:05 CEST

Dear Customer,

Thank you for contacting the Alcatel-Lucent Welcome Center.

Your request has been processed and the ticket number for your reference is
AR
1-5774187
Please reference that number when contacting Alcatel-Lucent for follow-up.
An Alcatel-Lucent representative will contact you regarding your request.

Kind Regards,

Julia Gabor

ALCATEL-LUCENT

GLOBAL WELCOME CENTER

Visit OnLine Customer Support for Contact details

Attachments
Investigation Log
1. 13-Jun-2015 00:40
sudhakarbabu

Update to Current Summary: June 13: Awaiting Receive Log Files / Technical
Info

2. 13-Jun-2015 02:51
kokop

Update to Current Summary: Requested customer to lock the IURs connecting to

H//
RNC - AR marked PENDING...

3. 13-Jun-2015 03:50
kokop

Update to Current Summary: Reset LP/12 - Continous reset of TMU has stopped
except
1 TMU reset per 20 mins..Outage Restored - Requested customer to lock the
IURs
connecting to H// RNC - AR marked PENDING...

4. 13-Jun-2015 05:03
kokop

Update to Current Summary: TMU resets has stopped after locking all the IURs
connecting to H// RNC - LP/0 CPUUtilization is back to normal

5. 13-Jun-2015 10:42
pthota

Update to Current Summary: TMU resets has stopped after locking all the IURs
connecting to H// RNC - LP/0 CPUUtilization is back to normal- Escalates to
next

level for RCA and Fix.

6. 16-Jun-2015 08:54
pthota

Update to Current Summary: Jun 16: It is confirmed, triggering event is the

same
as the one tracked by
(which

AR 1-5531112, recommend to upgrade ASAP to LR13.3.C

contains LR13.3.9 fixes + other fixes).

7. 17-Jun-2015 15:38
pthota

Update to Current Summary: Jun 17: It is confirmed, triggering event is the

same
as the one tracked by
(which

AR 1-5531112, recommend to upgrade ASAP to LR13.3.C

contains LR13.3.9 fixes + other fixes).

8. 25-Jun-2015 16:36
pthota

Update to Current Summary: Jun 25: It is confirmed, triggering event is the

same
as the one tracked by
(which

AR 1-5531112, recommend to upgrade ASAP to LR13.3.C

contains LR13.3.9 fixes + other fixes).

9. 02-Jul-2015 11:44
pthota

Update to Current Summary: Jul 2: It is confirmed, triggering event is the

same as
the one tracked by
(which

AR 1-5531112, recommend to upgrade ASAP to LR13.3.C

contains LR13.3.9 fixes + other fixes).

10. 08-Jul-2015 13:51

pthota

Update to Current Summary: Jul 8: final RCA provided to MSM and attached to
this
AR, waiting for the confirmation to close this AR.

11. 21-Jul-2015 15:21

pthota

Update to Current Summary: Jul 21: final RCA provided to MSM and attached to
this
AR, closing this AR.
Add to log

Resolution

It is confirmed, triggering event is the same as the one tracked by

5531112,

AR 1-

recommend to upgrade ASAP to LR13.3.C (which contains LR13.3.9 fixes + other

fixes).
End of Assistance Request 1-5774187
New AR:

View AR | AR without Proprietary | OLCS

History | States | Assignment | Timetracking
View Attachments | Add Attachment
AR Text Search | More | CARES Home