9 Problem Investigation Methodology

PROBLEM INVESTIGATION METHODOLOGY
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1 2006 Nokia Problem Investigation Methodology.ppt / 2006-12--20 / JVi / MNi
Contents
Problem investigation steps Searching for common and difference Framework for KPI triggered troubleshooting an example model
Problem investigation steps
Understand what is the exact problem and when it appeared

Understand the scope of the problem Get scenario/monitorings that show the problem Search what is common for failures and what is different compared to successful case Make a conclusion and plan next step
What is the problem when did the problem appear

What is the problem
Is this problem KPI issue Is this end-to-end problem What kind of tools and logs are needed What is the RRC or RAB phase: setup/access/active/release
When did the problem appear?

It was there from the beginning After software upgrade It has increased little by little After HW upgrade Something else?
Understand the scope of the problem

Is this problem:
Country specific problem? Customer specific problem? Core specific problem? One RAN specific problem? One BTS/Cell specific problem? RAB type specific problem? UE type specific problem? Something else..
Get monitorings that show the problem

If problem is end-to-end problem
Arrange drive test When the problem appears, stop monitorings
If problem is KPI issue

Collect ICSU monitorings when the problem is on
Search for problem cases Search for similar successful cases
Search common and difference

Search similar problems scenarios
What is common for the cases
Search for scenarios, objects or affecting parameters
Example:
Typically the problem appears when Ue makes HHO Typically related to one cell Typically related to a call making Iur HO
Typically related to particular RAB type
Search common and difference

Success Failures cases: 1, 2, 3 & 4
#1 #1 #1 #1 #1 #2 #2 #2 #2 #3 #3 #4 #4 #4 #4 #4
Search difference
Search common
Make a conclusion and plan next step

Problem is: This become: Scenario is: Object is: Need to make:
Framework for KPI triggered troubleshooting one model

When a drop in a certain KPI is detected, the PIs of the KPI in question are further analysed, in order to find out the exact scenario where the fault takes place. Before applying the Framework presented in the following slides, these fault investigation steps should be performed and the following conditions should be met.
The general alarm status of the network has been checked. No clear network alarms pointing to the root cause of the fault can be detected. Traces from external interfaces of RNC have been taken with a protocol analyser in order to record the fault scenario. Also RNC internal trace has been taken when the fault took place. The basic fault scenario has been analysed and clarified.
More information on this model can be found from Masters Thesis of Mikko Nieminen: Troubleshooting in Live WCDMA Networks
Is the problem new in the operator network?
No
B Yes No Yes No D Is the fault operator specific? E Perform simulation of the fault in test bed. Does the fault still occur? C
Yes
New SW, HW, parameters, UE model or feature introduced? Yes Perform simulation of the fault with reference conditions. Does the fault still occur?
No
Yes F Has average network load increased significantly and/or does the problem occur at a specific time of day? Yes H Use RNC Performance Tester to generate load in test bed and perform analysis. No G
No
Analyse and investigate the differences between the working and faulty conditions.
Analyse the traces. Investigate fault scope.
Analyse the traces. Investigate fault scope.
J CN specific
K RNC specific
L Node B specific
M Transmission specific
N Service specific
O Country specific
P UE specific
Analyse network element and interface specific alarms, parameters, capacity, logs and traces. Take specific actions depending on problem scope (refer to detailed Framework notes).
In case of MVI environment, check IOT results and contact foreign vendor. Investigate own vendors default parameters and compare implementation againts 3GPP specifications. Compare own default parameters with other default parameters of other vendors. Execute air interface protocol analysis and drive tests.

9 Problem Investigation Methodology

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9 Problem Investigation Methodology

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PROBLEM INVESTIGATION METHODOLOGY

Problem investigation steps

Understand what is the exact problem and when it appeared

What is the problem when did the problem appear

When did the problem appear?

Understand the scope of the problem

Get monitorings that show the problem

If problem is KPI issue

Search for problem cases Search for similar successful cases

Search common and difference

Typically related to particular RAB type

Search common and difference

Make a conclusion and plan next step

Framework for KPI triggered troubleshooting one model

Is the problem new in the operator network?

Analyse the traces. Investigate fault scope.

Analyse the traces. Investigate fault scope.

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