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• Troubleshooting Service Problems    

• Related Topics
• Resynchronizing Managed Devices
• Viewing Scheduled Jobs
• Service Troubleshooting Overview
• Canceling a Job

Troubleshooting Service Problems

To troubleshoot a problem with a service, use the following procedures:

1. Performing a Functional Audit
2. Performing a Configuration Audit

Performing a Functional Audit

Perform a functional audit of the service to find out whether the service is up or down:

1. In the Ethernet Activator task ribbon, select the Service Provisioning workspace icon.
2. In the task ribbon, select the Manage Services task icon.
3. In the Manage Services inventory list, select the service you want to investigate.
4. In the Actions panel, select Perform Functional Audit.
5. In the Schedule Functional Audit window, select Audit now, and then click OK.
6. In the Order Information window, click the job ID of the functional audit.

   The Job Manager window appears and shows a filtered view of the job inventory, showing only the functional audit job.

   
7. In the State column, check the status of the audit.

   A checkmark indicates that the audit passed. An X indicates that the audit failed. If the State field indicates a failed functional audit, the device is down.

8. If the State field indicates the device is up, skip to Performing a Configuration Audit.
9. If the State field indicates the device is down, check the Summary column for further information about the problem.
10. Check also the detailed results of the functional audit:
    1. In the Ethernet Activator task ribbon, select the Service Provisioning workspace icon.
    2. In the task ribbon, select the Manage Services task icon.
    3. In the Manage Services inventory panel, select the service you are investigating.
    4. In the Actions panel, select View Functional Audit Results.
11. Use the information from the Summary field of the Job Manager and the output of the View Functional Audit results to determine the device with a problem so that the device can be brought up.

Performing a Configuration Audit

If the functional audit shows the service to be running, the next step is to perform a configuration audit to see whether the service configuration has been changed out of band, and is no longer consistent with the service configuration in the Junos Space database:

1. In the Ethernet Activator task ribbon, select the Service Provisioning workspace icon.
2. In the task ribbon, select the Manage Services task icon.
3. In the Manage Services inventory panel, select the service you want to investigate.
4. In the Actions panel, select Perform Configuration Audit.
5. In the Schedule Configuration Audit window, select Audit now.
6. In the Audit Information window, click the job ID of the functional audit.

   The Job Manager window appears and shows a filtered view of the job inventory, showing only the configuration audit job. An example follows:

   

   Note: If a resynchronization between a device and the Junos Space database is ongoing when the configuration audit job starts, the configuration audit job suspends until the resynchronization job finishes. If the resynchronization job fails to complete, the audit could be suspended indefinitely. To allow the audit to proceed, go to the Job Manager workspace and cancel the resynchronization job, as described in Canceling a Job.

7. In the State column, check the status of the audit to determine whether it succeeded or failed.

   Check also the Summary column, which contains useful service information such as the VC ID and endpoint information. For some failed deployments, this column also contains information about why the deployment failed.

8. Check also the detailed results of the configuration audit:
   1. In the Ethernet Activator task ribbon, select the Service Provisioning workspace icon.
   2. In the task ribbon, select the Manage Services task icon.
   3. In the Manage Services inventory panel, select the service you are investigating.
   4. In the Actions panel, select View Configuration Audit Results. A sample result follows:

      Examine the audit results for missing configuration information, and keep the window open for later comparison with the service configuration in the Junos Space database.

9. To view the service configuration in the Junos Space database, double click the service icon in the Manage Services inventory panel, and then in the Actions panel, select View Service Configuration.

   A new window opens and shows the service configuration, as shown in the following example:

   
10. Compare the contents of the Service Configuration with those of the Configuration Audit Results window for each device in turn. If you see discrepancies, then it is likely that the service configuration was modified out-of-band. If so, you might need to synchronize the device with the Junos Space database.

    For step-by-step instructions about synchronizing devices, see Resynchronizing Managed Devices for details.

For details about using the Job manager, see Viewing Scheduled Jobs.