pdn 01170224

Serve atOnce TrafficaZ5.2

Troubleshooting Traffica

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The information in this document is subject to change without notice and describes only the product defined in the introduction of this documentation. This documentation is intended for the use of Nokia Siemens Networks customers only for the purposes of the agreement under which the document is submitted, and no part of it may be used, reproduced, modified or transmitted in any form or means without the prior written permission of Nokia Siemens Networks. The documentation has been prepared to be used by professional and properly trained personnel, and the customer assumes full responsibility when using it. Nokia Siemens Networks welcomes customer comments as part of the process of continuous development and improvement of the documentation.

The information or statements given in this documentation concerning the suitability, capacity, or performance of the mentioned hardware or software products are given "as is" and all liability arising in connection with such hardware or software products shall be defined conclusively and finally in a separate agreement between Nokia Siemens Networks and the customer. However, Nokia Siemens Networks has made all reasonable efforts to ensure that the instructions contained in the document are adequate and free of material errors and omissions. Nokia Siemens Networks will, if deemed necessary by Nokia Siemens Networks, explain issues which may not be covered by the document.

Nokia Siemens Networks will correct errors in this documentation as soon as possible. IN NO EVENT WILL Nokia Siemens Networks BE LIABLE FOR ERRORS IN THIS DOCUMENTA-TION OR FOR ANY DAMAGES, INCLUDING BUT NOT LIMITED TO SPECIAL, DIRECT, INDI-RECT, INCIDENTAL OR CONSEQUENTIAL OR ANY LOSSES, SUCH AS BUT NOT LIMITED TO LOSS OF PROFIT, REVENUE, BUSINESS INTERRUPTION, BUSINESS OPPORTUNITY OR DATA,THAT MAY ARISE FROM THE USE OF THIS DOCUMENT OR THE INFORMATION IN IT.

This documentation and the product it describes are considered protected by copyrights and other intellectual property rights according to the applicable laws.

The wave logo is a trademark of Nokia Siemens Networks Oy. Nokia is a registered trademark of Nokia Corporation. Siemens is a registered trademark of Siemens AG.

Other product names mentioned in this document may be trademarks of their respective owners, and they are mentioned for identification purposes only.

Copyright Nokia Siemens Networks 2010/9/9. All rights reserved

f Important Notice on Product Safety Elevated voltages are inevitably present at specific points in this electrical equipment. Some of the parts may also have elevated operating temperatures.

Non-observance of these conditions and the safety instructions can result in personal injury or in property damage.

Therefore, only trained and qualified personnel may install and maintain the system.

The system complies with the standard EN 60950 / IEC 60950. All equipment connected has to comply with the applicable safety standards.

The same text in German:

Wichtiger Hinweis zur Produktsicherheit

In elektrischen Anlagen stehen zwangslufig bestimmte Teile der Gerte unter Span-nung. Einige Teile knnen auch eine hohe Betriebstemperatur aufweisen.

Eine Nichtbeachtung dieser Situation und der Warnungshinweise kann zu Krperverlet-zungen und Sachschden fhren.

Deshalb wird vorausgesetzt, dass nur geschultes und qualifiziertes Personal die Anlagen installiert und wartet.

Das System entspricht den Anforderungen der EN 60950 / IEC 60950. Angeschlossene Gerte mssen die zutreffenden Sicherheitsbestimmungen erfllen.

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Table of ContentsThis document has 90 pages.

1 About this document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81.1 Terms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81.2 Abbreviations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101.3 How to use this document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111.3.1 Troubleshooting Traffica in Windows 64bit operating systems . . . . . . . 12

2 Change information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

3 Troubleshooting principles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143.1 Avoiding operational problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143.2 Information to be sent to Technical Support . . . . . . . . . . . . . . . . . . . . . 14

4 Problems with the Traffica application . . . . . . . . . . . . . . . . . . . . . . . . . . 174.1 Connection to data source lost . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174.2 Connection to data source OK, but no data received . . . . . . . . . . . . . . 174.3 License problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184.4 Invalid or unknown data received from data source . . . . . . . . . . . . . . . 194.5 Workspace does not open . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194.6 Workspace not responding: Unreasonable number of reports in Average

NE Reports Received/second DCN graph. . . . . . . . . . . . . . . . . . . . . . . 194.7 Traffica goes into restart loop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204.8 Database does not contain data for a whole day (or for some other period)

204.9 Database does not contain all reports . . . . . . . . . . . . . . . . . . . . . . . . . . 214.10 Remote graphs are not updating . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224.11 Alarms are not forwarded to TS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234.12 No data or only partial data received in TS . . . . . . . . . . . . . . . . . . . . . . 234.13 File transfer fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244.14 Inconsistency between Traffica and the number of clear codes in MSC 254.15 Cannot connect to lower Traffica . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264.16 Cannot find database table, column or index. . . . . . . . . . . . . . . . . . . . . 264.17 Cannot find IDS field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274.18 Cannot find predefined graph category or graph set . . . . . . . . . . . . . . . 274.19 Workspace has been restarted . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274.20 Alarm triggers/cancels incorrectly or not at all . . . . . . . . . . . . . . . . . . . . 284.21 Own graph data is not updated correctly or contains wrong data . . . . . 284.22 Connection from TS to lower Trafficas data source lost immediately after

connecting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294.23 Graph windows are not scaled correctly to fit the whole screen . . . . . . 294.24 DCN graphs are not scaled to fit the whole screen . . . . . . . . . . . . . . . . 294.25 Alarm window cannot be resized . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294.26 Alarm window columns do not display text completely . . . . . . . . . . . . . 294.27 When creating a CCMA-based remote graph, fetching CCMA from lower

Traffica takes a long time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304.28 When creating direct transfer remote graph, fetching graphs from lower

Traffica takes a long time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

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4.29 Database Backup function or Database function stopped due to limited disk space on drive D . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

4.30 Traffica does not start after system reboot . . . . . . . . . . . . . . . . . . . . . . . 304.31 RTT Server Help or Clear Code Help does not open on Windows

2008/Windows 2008 R2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

5 Problems with Traffica Admin Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

6 Problems with Traffica Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336.1 Traffica Database function does not start . . . . . . . . . . . . . . . . . . . . . . . . 336.2 Database query in Traffic News fails . . . . . . . . . . . . . . . . . . . . . . . . . . . 346.3 Traffica Database Export job database connection fails. . . . . . . . . . . . . 346.4 Traffica clients cannot connect to the CUS database . . . . . . . . . . . . . . . 356.5 Traffica Unsupported User cannot connect to Traffica databases . . . . . 366.6 TrafDBM service does not start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366.7 Moving Traffica active database to history folder fails during database

switch-over.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376.8 Traffica.exe is not inserting data to the database . . . . . . . . . . . . . . . . . . 376.9 Traffic News queries cannot be executed immediately after the restart of

the TrafDBM service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 386.10 Database contains partly filled MSC/MSS RTT reports with only A or B sub-

scriber information present . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

7 Problems with the Traffic News application . . . . . . . . . . . . . . . . . . . . . . 417.1 The Mediator does not start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417.2 QEP does not start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417.3 Client does not connect to Mediator . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427.4 Mediator does not connect to QEP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427.5 Logging on to Mediator cannot be completed. . . . . . . . . . . . . . . . . . . . . 437.6 Mediator, QEP and Traffica are running, but a query fails . . . . . . . . . . . 437.7 Mediator cannot connect to TrafCUS . . . . . . . . . . . . . . . . . . . . . . . . . . . 437.8 Online help does not work in Traffic News Java client . . . . . . . . . . . . . . 437.9 Traffic News web client cannot connect to the web server . . . . . . . . . . . 447.10 Web server does not start. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447.11 Traffic News web client does not connect to Mediator . . . . . . . . . . . . . . 457.12 Query status is not updated in Traffic News web client . . . . . . . . . . . . . 457.13 "Query Running" status displayed indefinitely . . . . . . . . . . . . . . . . . . . . 457.14 After installing Jakarta Tomcat, Microsoft's Internet Information Server (IIS)

does not work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 457.15 Traffic News Java Client runs out of memory when running a query . . . 467.16 Problems with Traffic News Client Java Web Start. . . . . . . . . . . . . . . . . 477.16.1 Traffic News Java Client does not start with Java Web Start . . . . . . . . . 477.16.2 Upgrade Information dialog appears at login . . . . . . . . . . . . . . . . . . . . . 477.16.3 Traffic News Client does not download .jar files . . . . . . . . . . . . . . . . . . . 47

8 Problems with the Summary Report Tool application . . . . . . . . . . . . . . . 498.1 Summary Report Tool does not connect to database. . . . . . . . . . . . . . . 498.2 Summary Report Tool; Solid ODBC driver installation failed . . . . . . . . . 49

9 Problems with the Traffic Simulator application . . . . . . . . . . . . . . . . . . . 519.1 Traffic Simulator does not start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

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9.2 Traffic Simulator login fails. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 519.3 Connection lost to Traffic Simulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

10 Problems with the Traffic Views application. . . . . . . . . . . . . . . . . . . . . . 5310.1 Traffic Views Main Server does not start . . . . . . . . . . . . . . . . . . . . . . . . 5310.2 Traffic Views (User) Extension Server does not start . . . . . . . . . . . . . . 5310.3 Connection to TNES cannot be established . . . . . . . . . . . . . . . . . . . . . 5310.4 Traffic Views client does not start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5410.5 Traffic Views client does not start if Traffic Views Extension Server is in use

5410.6 An error in Views server log files or a Views server bug is suspected. . 5410.7 Traffic Views client cannot log in to Traffic Views Server . . . . . . . . . . . 5510.8 Graph Repository is empty in Traffic Views client . . . . . . . . . . . . . . . . . 5510.9 Graph is empty in Traffic Views client . . . . . . . . . . . . . . . . . . . . . . . . . . 5510.10 Invalid or missing graphs in the Work Set of Traffic Views client. . . . . . 5510.11 Help does not work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5610.12 Outdated data error is constantly shown in Traffic Views client. . . . . . . 5610.13 Missing bars in historical graphs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5610.14 Relative graphs do not update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5610.15 Graph data is not shown when the graphs are opened . . . . . . . . . . . . . 5610.16 Traffic Views Client is not updated to the latest version on client computer

5610.17 Error Unknown Failure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5710.18 Proxy Configuration dialog is shown during first startup . . . . . . . . . . . 5710.19 Traffic Views Client does not download .jar files . . . . . . . . . . . . . . . . . . 5810.20 Traffic Views Client start-up fails after using Graph Import . . . . . . . . . . 5910.21 Traffic Views Client Login fails after Traffic Views installation . . . . . . . . 5910.22 Memory runs out in Traffic Views client . . . . . . . . . . . . . . . . . . . . . . . . . 5910.23 Traffic Views Client download fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6010.24 Traffic Views Client Clear Code Help does not open. . . . . . . . . . . . . . . 6010.25 Admin process does not start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6010.26 Traffic Views Client data uploading takes too long . . . . . . . . . . . . . . . . 6010.27 Failure to read cache file when opening a graph in Traffic Views . . . . . 6110.28 Default color definitions configured in color_ranges.ini not reflected in Traf-

fic Views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

11 Problems with Database Export. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6211.1 Access denied when using shared network directory as target directory 6211.2 DBEM does not start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6211.3 DBEP does not start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6211.4 DBEM does not connect to a DBEP . . . . . . . . . . . . . . . . . . . . . . . . . . . 6311.5 DBEM, DBEP and Traffica are running, but an export fails . . . . . . . . . . 6411.6 FTP file transfer fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6411.7 Password has expired. Configure new password using Admin Tool. . . 6511.8 Warning: Your password will expire in N days. . . . . . . . . . . . . . . . . . . . 65

12 Problems with Traffica Documentation . . . . . . . . . . . . . . . . . . . . . . . . . 66

13 Problems with Traffica at Customer Care . . . . . . . . . . . . . . . . . . . . . . . 6713.1 Out of memory exception in TCC client . . . . . . . . . . . . . . . . . . . . . . . . . 67

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13.2 Problems using TCC client locally on web server . . . . . . . . . . . . . . . . . . 6713.3 TNES connection lost exception in TCC client . . . . . . . . . . . . . . . . . . . . 6713.4 TCC client cannot connect to TCC web server. . . . . . . . . . . . . . . . . . . . 6813.5 TCC web server does not start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6813.6 E:\RTTEIn is not created during installation of Traffica Customer Care . 69

14 Problems with NetAct interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

15 Problems with internal alarms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7115.1 High database server load . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7115.2 Lower Traffica connection lost, lower Traffica connection re-established. .

71

16 Problems with the operating system . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7316.1 Low system memory in Traffica . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7316.2 PCs system time is changing on its own . . . . . . . . . . . . . . . . . . . . . . . . 7316.3 High CPU load . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7316.4 System autoadmin logon does not work . . . . . . . . . . . . . . . . . . . . . . . . . 74

17 Problems with Traffica RTT Export . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7517.1 No RTT Export files appear on the remote machine. . . . . . . . . . . . . . . . 7517.1.1 No RTT Export files on the TNES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7517.1.2 RTT Export files appear on the TNES but are not transferred. . . . . . . . 7617.2 RTT Export files are not transferred after creating TNES element . . . . . 77

18 Problems with Symantec Critical System Protection . . . . . . . . . . . . . . . 7818.1 Cannot connect to SCSP server with SCSP Management Console. . . . 7818.2 SCSP Agent is not visible in SCSP Management Console after installation

7818.3 SCSP Management Console constantly shows SCSP Agent's status un-

protected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7818.4 Policy Override Tool cannot be used from SCSP Agent computer. . . . . 7918.5 Connection lost to data source in RTT Server . . . . . . . . . . . . . . . . . . . . 7918.6 Connection lost to lower Traffica. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8018.7 FTP connection failure with Database Export, KPI Export or File Transfer

Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8118.8 NetAct Monitor alarm upload fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8118.9 Traffic Views client shows connection lost to TNES . . . . . . . . . . . . . . . . 8218.10 Cannot connect any Traffica client to any mediator or server. . . . . . . . . 8218.11 Cannot connect shared drives remotely . . . . . . . . . . . . . . . . . . . . . . . . . 8318.12 3rd party software connections do not work after policy rule set is activated

8418.13 CD drive or USB memory does not work . . . . . . . . . . . . . . . . . . . . . . . . 84

A Appendix Entries in werlogTrafficaAdmin.log . . . . . . . . . . . . . . . . . . . . . 86

B Appendix Entries in werlogTrafficaSystemStatus.log every 15 minutes . 89

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List of TablesTable 1 Traffica terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Table 2 Traffica abbreviations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Table 3 Possible sources for operational problems in Traffica . . . . . . . . . . . . . 14Table 4 How to avoid operational problems in NetAct . . . . . . . . . . . . . . . . . . . . 14Table 5 Files and outputs to be sent to Technical Support . . . . . . . . . . . . . . . . 15

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About this document

1 About this documentThis document consists of information on the possible error situations that could occur while using Traffica and guidelines on how to solve the most common problems. All information in this document relates to Traffica release Z5.2.

This document does not instruct how to troubleshoot the probe system in the Traffica for Probes environment. For more information on the probe system, see the probe vendors troubleshooting document.

1.1 TermsThe following table presents the most important Traffica terms and concepts used in this document. If a term does not appear in this section, see Glossary.

Concept Description

CCMA (Clear Code Matrix) A tree structure which consists of nodes and counters, and functions as a data storage for the counter values post-processed from RTTs.

When an RTT arrives, the CCMA is scanned through and the counters are updated.

For more information on the CCMA, see Traffica Princi-ples and RTT Server Help.

For detailed information on the predefined CCMA, see the relevant Traffica Reference Guide.

Database A data storage for all RTTs in the TNES. The database is automatically cleaned up and oldest data is deleted. Database capacity depends on the size of the hard disk and the volume of network traffic.

To access the database, use Traffic News.

For more information, see Managing databases in Admin-istering Traffica.

Database Export Mediator (DBEM)

A mediator service that runs on the TS level. DBEM connects and controls all the defined DBEPs on the TNESs.

Database Export Process (DBEP)

An exporting process on a TNES. A DBEP is controlled by a DBEM.

Data source The origin of the information that Traffica receives. A data source is typically a network element or probe system. When RTTs are redirected from a TNES to a TS, the TNES is a data source for the TS.

IDS, Internal Data Structure Traffica forwards an RTT report into Trafficas IDS. Once the RTT report data is in the IDS, the fields in the report are mapped with the corresponding IDS fields. Traffica uses the data in the RTT reports, which are in the IDS, for updating the CCMA. Traffica stores the reports from the IDS into the database. For more information on the IDS, see the relevant Traffica Reference Guide.

Table 1 Traffica terms

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Troubleshooting Traffica About this document

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IDS field An IDS field is mapped with a corresponding field in an RTT report. Consequently, the contents of an IDS field are identical with the contents of an RTT report field.

KPI Export Traffica's interface for delivering PM measurement data to NetAct.

Lower Traffica A Traffica that is lower in the hierarchy. A TNES is a lower Traffica to a TS.

Network Element (NE) General term, used for all NEs that Traffica can be con-nected to, for example, Mobile Switching Centre (MSC), Fixed Switching Centre (FSC) or Serving GPRS Support Node (SGSN).

Probe system A system that can collect signalling information from various network interfaces and pass its predefined content as RTT reports to Traffica TNES.

RTT (Real-time Traffic) report

RTT reports is a general term used for the real-time traffic reports that are generated by NEs and issued to the connected TNES. The term also includes redirected RTT reports that are transferred from a TNES to a TS.

An RTT report can contain, for example, the following information:

Call start and end time Cause why the call ended Clear code A and B subscribers identities Incoming and outgoing CGR, PCM and TSL In the GSM networks, the RTT report contains also

the mobile identities (IMEI), the dialled digits, incoming and outgoing BSC, LAC and the cell.

Traffic News client A tool that can be used for database queries and can be installed into an office PC.

When the term Traffic News client is used, it refers to both the Java and the web client. If there are differences, it is mentioned separately.

Traffic News Mediator A process running on a TS. Mediator handles the Traffic News configuration and mediates queries and results between the QEPs and clients.

Traffic News Query Execu-tion Process (QEP)

A process running on each TNES. QEP executes queries to the Traffica databases.

Traffic News web client A lighter, web-based version of the Traffic News client.

Traffica File Transfer Service

A service for automated transferring of any Traffica files to a remote server.

Traffica for Probes (TFP) Traffica for Probes solution enables Traffica application and content usage in multivendor and multitechnology networks. The solution uses probe systems, which capture signalling events in real time from different inter-faces in 2G and 3G networks.

Concept Description

Table 1 Traffica terms (Cont.)

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About this document

1.2 AbbreviationsThe following table lists most of the Traffica-specific abbreviations used in this docu-ment. These abbreviations also apply to the user interface. If an abbreviation does not appear in this section, see Glossary.

Traffica Network Element Server (TNES)

A TNES is the Traffica that is connected to an NE.

TNESs receive the RTT reports and these reports are stored into the Traffica database.

Traffica RTT Export Traffica's optional northbound interface for exporting defined RTT fields with defined criteria in ASCII files to an external FTP/SFTP server.

Traffica Server (TS) A central point in the Traffica system, which is connected to all TNESs. Acts as a server for Traffica clients.

Upper Traffica A Traffica that is higher in the hierarchy. For example, a TS is an upper Traffica for a TNES.

User server A server to which the information on the users, user groups and their rights is stored, and which is managed with Traffica Admin Tool.

Java Web Start A system for simplifying deployment of Java applications.

Workspace A workspace is a set of configuration files which define how the TNES/TS works. The configuration files are read when Traffica is started (in other words, the workspace is opened). They can be divided into *.conf files, which are predefined by Nokia Siemens Networks and*.ini files, which contain user-specific information.

A workspace contains, for example, definitions for:

predefined CCMA and graphs user-defined CCMA, graphs and alarms RTT report structures and identification rules database tables and indexes.

Concept Description

Table 1 Traffica terms (Cont.)

Abbreviation Explanation

AH Alarms function

AP Admin Process

BHCA Busy Hour Call Attempts

CCMA Clear Code Matrix

CCMAH Clear Code Matrix function

CUM Configuration and User Management

CUS Configuration and User Server (implements CUM interface)

DBBH Database Backup function

DBEM Database Export Mediator

Table 2 Traffica abbreviations

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Troubleshooting Traffica About this document

Id:0900d805806fa99a

1.3 How to use this document1. Read section Avoiding operational problems and take recommended action to

prevent problems in your system.2. In case of a problem, proceed to the appropriate chapter depending on the problem

you are experiencing. The instructions in each chapter help you to solve your prob-lems.

3. Follow the appropriate checkup and recovery procedures.4. If the problem persists, contact your local Nokia Siemens Networks Technical

Support Personnel. For further information, see the Helpdesk Rulebook.

DBEP Database Export Process

DBH Database function

DCN Data Communications Network

DME Data Mediation Engine

DRH Data Redirector function

FTH File Transfer function

FTS (TrafFTS) File Transfer Service

IDS Internal Data Structure

JRE Java Runtime Environment

JVM Java Virtual Machine

KPIE KPI Export

NE Network Element

NMS Network Management System

NtAlfo A service for alarms in NetAct.

ODBC Open Database Connectivity

PI Performance Indicator

QEP (Traffic News) Query Execution Process

RCH Remote Communications function

REDI Real-time Graphs function

RTT (report) Real-time Traffic (report)

RTTE RTT Export

TFP Traffica for Probes

TNES Traffica Network Element Server

TS Traffica Server

UI Server User Interface Server

TrafDBM Traffica Database Manager

TCC Traffica at Customer Care

Abbreviation Explanation

Table 2 Traffica abbreviations (Cont.)

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About this document

1.3.1 Troubleshooting Traffica in Windows 64bit operating systemsRegistry paths mentioned in this document refer to Windows 32bit operating system. If you are using Windows 64bit operating system, some registry paths are found under Wow6432Node registry key.For example:

The registry path HKEY_LOCAL_MACHINE\SOFTWARE\Nokia Siemens Networks is mentioned in this document.

In Windows 64bit operating system the corresponding registry path is located in HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Nokia Siemens Networks in the registry.

Also the process names mentioned in this document refer to Windows 32bit operating system. If you are using Windows 64bit operating system, there is a *32 postfix in Traffica process names listed in the Windows Task Manager.

For example:

The process name Traffica.exe is mentioned in this document. In Windows 64bit operating system the corresponding process name is Traffica.exe *32.

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Troubleshooting Traffica Change information

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2 Change informationThis chapter lists changes between releases in this document.

In Z5.2Instructions for troubleshooting a problem where the database contains partly filled MSC/MSS RTT reports with only A or B subscriber information present have been added.

In Z5In Traffica Z5 it is possible to launch the Traffic News Java Client with Java Web Start from the Traffica web pages. Therefore a new chapter, Problems with Traffic News Client Java Web Start has been added.

Chapter Problems with Traffica databases has been added.

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Troubleshooting principles

3 Troubleshooting principlesTo avoid operational problems occurring in your system in the first place, see section Avoiding operational problems for a quick reference to the maintenance tasks you should carry out to keep your system fully functional at all times.

The operational problems can be due to several different sources, some of which are listed in the following table:

3.1 Avoiding operational problemsYou can avoid troubleshooting or considerably reduce trouble situations by following the instructions listed below:

3.2 Information to be sent to Technical SupportThe following files and outputs should be investigated from the time of the fault, and the relevant parts should be sent to Technical Support:

Failure What can cause failure

Hardware Disk failure Cable problem Power breakdown

Application use Applications are used wrong

System configuration Faults in installing Change Deliveries (CDS) Faults in integration Faults in commissioning

Software Problems in the Traffica software

Table 3 Possible sources for operational problems in Traffica

What to do Why do it

Regularly perform the maintenance tasks described in Administer-ing Traffica

When maintenance tasks are performed regularly, problems in the system are less likely to occur.

Install all active Traffica Change Deliveries (CDS)

Change Deliveries correct detected faults. To avoid these faults in your system, install all Change Notes.

Read the Traffica Techni-cal Notes

Technical Notes inform you of detected faults and help to avoid possible problems. Technical Notes also contain a corrections schedule and indicate which notes are still valid. Technical Notes are available to all Traffica users at the fol-lowing address:.

http://www.online.nokia.com

Documentation Technical Notes Network Manage-ment Traffica

Table 4 How to avoid operational problems in NetAct

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Problem Data to be sent

All problems Send:

1. Version of Traffica software build, for example, 5.0.38 from C:\Traffica\TRAFFICA_Z.ver.2. All files from C:\Traffica\Errorlog.

Traffica.exe related problems

1. In case of Traffica error message, send

Traffica error logs (all of them, zipped) All files from the active workspace directory (zipped): C:\

Traffica\Workspaces\Default.2. In case of database problems, send:

Traffica error logs (all of them, zipped) Solid logs from database directories All files from the active workspace directory (zipped): C:\

Traffica\Workspaces\Default.3. In case of Traffica performance problems, send:

Traffica error logs (all of them, zipped). Note: Extract them as soon as possible after the problem has occurred.

Hardware specifications Solid logs from database directories All files from the active workspace directory (zipped): C:\

Traffica\Workspaces\Default.4. In case of Traffica network element report containing incorrect data, send:

Traffica release and latest Change Delivery number. Or, if number is not known, send all Traffica error logs.

From the problem MSC RTT report, Traffic News write out so that all the fields are included one field per line.

From other problem adaptations and reports Traffic News write out. This time, one field per line not necessary but all fields have to be included, for example, in their own Excel columns and problem report as their own lines in the sheet.

Traffic News related problems

Send *.ini files from C:\Traffica\TrafNews\TrafNewsMediator\ and Traffic News Java client version from Help About.Note! If you are experiencing problems with queries you must send the error logs from both the mediator and the TNES toward which the query was made.

Database Export related problems

Send *.ini files from C:\Traffica\TrafDbe\TrafDbeMediator\ConfigurationFiles

Traffic News Java Client problems

Send \tnconf\client.txt (for example: C:\Documents and Settings\\tnconf\client.txt) from the client PC.

Traffic News Web Client problems

Send: C:\Traffica\JakartaTomcatWebServer\tnconf\*.* and C:\Traffica\JakartaTomcatWebServer\logs\*.* from the web server.

Table 5 Files and outputs to be sent to Technical Support

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Troubleshooting principles

All server problems Send:

1. All files from C:\Traffica\ErrorLog.Traffic Views/Traffic News Java Web Start Java Client problems

Enable logging. Specify file and directory if needed.

Send:

1. Check the log file name in Java Web Start configuration (Start Programs Java Web Start Java Web Start) and send the file.

2. All files from C:\Traffica\ErrorLog directory for TS where Traffic Views Main Server is running.

Problem Data to be sent

Table 5 Files and outputs to be sent to Technical Support (Cont.)

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4 Problems with the Traffica application

4.1 Connection to data source lostTo check the connection to data source

1. Check that the latest updates have been installed. Check if there is a Traffica CD available for the network element adaptation in ques-tion. Install the CD, if it is not installed.

2. Check that the network element adaptation has been installed to the Traffica work-space directory.

Check the workspace directory for the workspace_.ver file. For example, if you are connecting to an MSC, you should have the workspace_msc.ver file in the workspace directory, and if you are connecting to an SGSN, you should have the workspace_sgsn.ver file in the workspace direc-tory.

3. Check that Traffica is configured correctly. Check that the data source type and the initialisation string are correct.

If you are required to enter the data source IP address and port in the initialisation string, check also that they are correct.

Make sure that the required protocols are installed and properly configured in the operating system, the correct NIC (network interface card) is used and the correct protocol(s) are bound to that NIC.

4. Check that the data source configurations are according to the instructions given in Configuring TNES, in the Installation Guide for Traffica release Z5.2

5. Check that the physical network connection is working (the link leds are on). Monitor the connection with the LAN sniffer, if needed. Try another LAN cable, if the used cable is faulty.

6. Check that the cable type is right. If you have connected Traffica and the data source directly with one LAN cable (that is, no hub, switch or router is used), you have to make sure that the cable type is cross-connected.

7. Check that the Traffica feature is enabled in the data source. You might have to enable the PRFILE or a similar parameter in the data source to ensure that the Traffica interface is working.

8. If Symantec Critical System Protection is in use, see case Connection lost to data source in RTT Server.

4.2 Connection to data source OK, but no data receivedTo troubleshoot problems when the connection to data source is OK, but no data is received

1. Check if there are License related problems.

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Problems with the Traffica application

See section License problem.

2. Check that the PRFILE parameter is set in the NE (applicable with FSC and MSC). In the NE, there might be a PRFILE parameter or parameters that enable the sending of reports.

Check that the sending of the reports is enabled and the frequency parameter is as desired. The frequency is usually 1, which means that all reports are sent. If it is for example 2, only every second report is sent.

3. Check that there have been events (for example, phone calls or SMS deliveries) in the NE.

4. Check if there is an overload situation in the data source, it might temporarily disable Traffica reports.

The sending of the reports resumes automatically when the load in the data source has decreased to a permissible level.

g In the MSC adaptation only CUL reports are sent when there is an overload in the data source. You can use IDS or Database fields CUL__Overload to investigate a possible overload situation in the MSC.

5. Check if the user-defined CCMA/Graphs are being updated. If you are using the Sub_Id fields in the CCMA Expression, you should check from the relevant Upgrade Procedure document how you should change your CCMA Expression.

In new data source releases the Sub_Id values usually change. The new values can also be found in the relevant Traffica Reference Guide.

4.3 License problemTo troubleshoot license problems

1. Check that the license file location is correct and the file is not missing.Check that the license file traffica.lic is in the C:\Traffica folder. If it is not there, install the license file correctly and restart the Traffica application.

2. Check that the license file configuration in the Registry is correct.Then check that the path to the license file is configured correctly in the Windows Registry: HKEY_LOCAL_MACHINE\SOFTWARE\Nokia Siemens Networks\TrafRTTServer\LicensePath.The default value is c:\Traffic\traffica.lic.

3. Check if there is one or more license entries in the traffica.lic license file.There is only one license entry per line in the file. Some report types are optional, so if you want to use them, you have to make sure that the license for the optional report types is purchased.

4. Check if the license has expired.If there is an expiry date for the license in the license entry of the traffica.lic file, check that it has not lapsed. If this is the case, you have to order and install a new license file and restart the Traffica application.

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5. Check if the Traffica application was restarted after the license file was updated.6. Check that the license file is not corrupted.

If the file has been edited manually, it becomes corrupted. If this is the case, you have to install a new file and restart the Traffica application.

4.4 Invalid or unknown data received from data sourceTo troubleshoot problems when invalid or unknown data is received from a data source

1. Check that the versions of the Traffica configuration files and the data source are compatible.

Check that you have installed the available Traffica CD. If this is not the case, install the CD.

2. Check if there are new possible values for the report field after a data source upgrade.

Check the values listed in the relevant Traffica Reference Guide.

Check that you are using the latest version of the Reference Guide (install the doc-umentation from the latest CD).

4.5 Workspace does not openTo troubleshoot problems when workspace does not open

1. Check if a configuration file, which is not to be edited manually, has been edited manually.

Check if a Checksum mismatch error has been reported.

If this has happened and you have a backup copy of the faulty configuration, copy that to your workspace and start the workspace again. Only some of the configura-tion files are allowed to be edited manually.

2. Check that the Configuration file(s) are not missing.If some of the needed configuration file(s) are missing and you have a backup copy of the workspace, you can copy the missing file(s) from there.

3. Check that there are no syntax errors in the edited user-configurable files.If there are errors, correct them and restart Traffica.

The errors can also cause the problem, this is described in the section Traffica goes into restart loop.

4.6 Workspace not responding: Unreasonable number of reports in Average NE Reports Received/second DCN graphWhen a TNES receives reports of a report type that it is not configured to receive, Traffica may run out of memory. This is because an incorrectly identified report can cause a situation similar to the receiving of an unreasonably huge number of reports. A

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Critical database load error may also be displayed. Ensure that the TNES receives reports of the correct report type to solve this problem.

4.7 Traffica goes into restart loopTo troubleshoot problems when Traffica goes into a restart loop

1. Check that all the memory is not in use.When the system runs on low memory, Traffica restarts the workspace. There can be several reasons for low memory. For more information, see section Low system memory in Traffica.

2. Check that Traffica is not redirecting RTT reports to itself.Check the IP addresses in all the data redirector entries and compare them with the local machines IP address. There should be no local machine IP addresses.

3. Check that there are not too many TSs connected to the TNES.Check, for example, in werlogTrafficaSystemStatus.log how many TSs are connected to the TNES. See appendix Entries in werlogTrafficaSystemStatus.log every 15 mins.

4. Check that Traffica.exe is not corrupted.Check the traffica.exe version, file size and file date, and compare them with the latest available Traffica.exe.

5. Check that the workspace is not corrupted.See section Workspace does not open, for more information. If there are errors when starting the workspace, they can be found in werlogTrafficaError.log.

4.8 Database does not contain data for a whole day (or for some other period)To troubleshoot problems when database does not contain data for a whole day

1. Check that the database switch over time have been specified correctly in the HKEY_LOCAL_MACHINE\SOFTWARE\Nokia Siemens Networks\TrafDBM\TrafficaDB\SwitchoverTime file.

2. Check that the backup has been made based on the file size limit (that is, the maximum database size is reached before defined backup time).

If this is the case, increase the maximum database size value in HKEY_LOCAL_MACHINE\SOFTWARE\Nokia Siemens Networks\TrafDBM\Solid\ TrafficaMaxDatabaseSizeMB file or enable autoconfiguration of this value.

If the maximum database size cannot be increased, more disk space is needed in the hardware.

3. Check if the connection to the data source has been down.Check if the connection to data source alarms has been lost.

4. Check if there has been an overload in the network element.Check the CUL reports from Traffica database for MSC unit overload.

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5. Check if the Traffica application or Traffica workspace have been restarted.See appendix Entries in werlogTrafficaAdmin.log.

If Traffica workspace has been restarted, all reports in the IDS queue are lost and not put into the database.

6. Check if the backup has been made at the configured time.See Action 2.

7. Check if the maximum database size is too small. See Action 2.

g If none of these seven actions apply to this problem, check the actions for problem Database does not contain all reports.

4.9 Database does not contain all reportsTo troubleshoot problems when Database does not contain all the reports

1. Check if the database function has been running continuously.See if DBH has been momentarily stopped for some reason.

See appendix Entries in werlogTrafficaAdmin.log

Also check if the internal alarms for DBH have been started or DBH stopped.

2. Check if the network element adaptation has been installed to the Traffica work-space directory.

Check the workspace directory for the workspace_.ver file. For example, if you are connecting to an MSC, you should have the workspace_msc.ver file in the workspace directory, and if you are con-necting to an SGSN, you should have the workspace_sgsn.ver file in the work-space directory.

3. Check if Solid has been manually stopped.Traffica should automatically restart Solid. Check Solid log files in database directo-ries, if Solid has been stopped.

4. Check if there are events in the network element.5. Check if there has been an internal error in Solid

See the Solid log files in database directories.

6. Check if there is no license. See section License problem.7. Check in werlogTrafficaSystemStatus.log if there have been reports dis-

carded recently, due to database overload control. See appendix Entries in werlog-TrafficaSystemStatus.log every 15 mins.

You can also check this using IDS/Database field Db_Overload. For more informa-tion, see Traffica Reference Guides.

If there has been a database overload, the database load can be decreased by dis-abling some database tables, columns and/or indexes. See Managing database tables in Administering Traffica. This can also be resolved by purchasing more powerful hardware.

8. Check if the Traffica application or the Traffica workspace has been restarted.

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See appendix Entries in werlogTrafficaAdmin.log

Restarting will discard all reports currently in the IDS queue.

9. Check if there is buffering in the IDS.You can see the length of the current IDS queue in werlogTrafficaSystemStatus.log every 15 minutes.See appendix werlogTrafficaSystemStatus.log

If there are many reports buffered, they are not yet in the database but they will be inserted when the system load has decreased.

10. Ensure that no sampling is activated in the NE.See Configuring TNES in the Installation Guide for Traffica release Z5.2.

11. Check if there is an overload situation in the NE, it might temporarily disable Traffica reports.

The sending of the reports is resumed automatically when the load in the NE has decreased to a permissible level.

g In the MSC adaptation only CUL reports are sent when there is an overload in the NE. You can use IDS or Database fields CUL__Overload to investigate a possible overload situation in the MSC.

12. Check if the database backup has been performed.

4.10 Remote graphs are not updatingTo troubleshoot problems when remote graphs are not getting updated

1. Check if there has been a TNES-TS connection failure.Check DCN Graphs (UDP recv Data). If Traffica is not receiving any UDP data, it is possible that the connection to TNESs is broken.

2. Check if TNES actually receives data.3. Check if the graph is CCMA-based, check the TNES CCMA structure.

The CCMA counter might not exist in the TNES any more.

4. Check if CCMA or the Real-time graph functions are not running on TNES, check TNESs and start the functions.

It is possible that the functions are stopped due to a high load in TNES. The func-tions should restart automatically after a couple of minutes. Wait for a while and see if they start.

You can also check the log files in TNES if these functions have been stopped due to a high load.

5. Check if the graph is empty or invalid. Check if the graph is empty in TNES.

Check also if the graph is invalid in TNES.

6. Check if the value has been updated.Check the update intervals of remote graphs. Remote graphs are updated only once during the update interval.

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4.11 Alarms are not forwarded to TSTo troubleshoot problems when alarms are not forwarded to TS

1. Check if the alarm forwarding flag has been set. Check in Alarm properties that forwarding of alarms to an upper level is enabled.


3. Check the alarm forwarding flag in Lower Trafficas properties for each Lower Traffica in the TS.

4.12 No data or only partial data received in TSTo troubleshoot problems when no data or only partial data is received in TSFirst make sure that reports and data are coming to all TNESs correctly, and that the CCMA/Graphs are updating in all the TNESs, before checking the following:

1. Check if the license file location is correct in the TS and that the file is not missing. Check that the license file traffica.lic is in the c:\Traffica folder. If it is not there, install the license file correctly and restart the Traffica application.

2. Check if the license file configuration in the TSs Registry is correct.Check that the path to the license file is configured correctly in the Windows Regis-try: HKEY_LOCAL_MACHINE\SOFTWARE.The default value is c:\Traffica\traffica.lic.

3. Check if there is one or more license entries in the traffica.lic license file in the TS. In the file, there must be one license entry per line.

Some report types are optional, so if you want to use them, you have to make sure that the license for the optional report types is purchased.

4. Check if the license in the TS has not expired.If there is an expiry date for the license in the license entry of the traffica.lic file, check that it has not lapsed. If this is the case, you have to order and install a new license file and restart the Traffica application.

5. Check if the Traffica application was restarted after the license file of the TS was updated.

6. Check that the license file in the TS is not corrupted.If the file has been edited manually, it gets corrupted. If this is the case, you have to install a new file and restart the Traffica application.

7. Check if the UDP port defined for lower Trafficas data source in the TS is the same as the port defined for the Data Redirector entries in the TNESs.

Check the properties of the lower Trafficas data source and compare it with the Data Redirector properties in all the TNESs.

8. Check if the UDP data received DCN graphs are getting updated.If they are not, it is possible that there is a DCN problem between one or more TNESs and the TS.

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g There is also other UDP data between a TNES and the TS than the redirected reports. However, the values should be bigger in the "UDP data received" DCN graph in the TS when redirected reports are received in TS

9. Check if the user-defined CCMA/Graphs are being updated in the TS.If you are using the Sub_Id fields in the CCMA Expression, you should check from the relevant Upgrade Procedure document how you should change your CCMA Expression. In new NE releases the Sub_Id values usually change. The new values can also be found in the relevant Traffica Reference Guide.

10. Check if the TS IP address and port are correct in all the TNES Data Redirector entries.

11. Check if the redirector condition is correct in all the TNES Data Redirector entries.12. Check that in the Traffica workspace directory, there are

workspace_.ver files. If a file for a certain adaptation is missing, then this particular adaptation is not installed, and has to be installed.

For example, for the MSC adaptation there should be the workspace_msc.ver file in the workspace directory, and for the SGSN adaptation the workspace_sgsn.ver file.

4.13 File transfer failsTo troubleshoot problems when file transfer fails


2. Check that compression is enabled in all Trafficas.Check the message transfer rate in each TNES.

3. Check if the file to be sent is in use or cannot be read.Check which application is using the file, release the file and retry file transfer with Traffica.

4. Check if the file is in use in the destination, and cannot be written over.Check which application is using the file, release the file and retry file transfer with Traffica.

5. Check that user has sufficient rights to access files and directories.6. Check if the destination disk is either full or you do not have access rights to desti-

nation disk.

7. Check the Traffica Z5 Technical Note number 10 for additional workarounds.

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4.14 Inconsistency between Traffica and the number of clear codes in MSCThe number of clear codes seen in the MSC measurements and Traffica do not neces-sarily match. There are two ways to see the number of clear codes in Traffica: from the real-time graphs and from the database. Also, these values can differ in some cases. The following are the possible reasons for the inconsistency:

To check the reasons for inconsistency between Traffica and MSC number of clear codes

1. Check if the connection between the MSC and the TNES has been down.You can see if this has been the case from the Traffica internal alarm Connection lost.

Traffica does not receive information during connection problems, and there is neither buffering nor re-sending in the MSC. In this case, the Traffica counters show a smaller number of clear codes than the MSC counters. However, the number is the same in the CCMA and the database.

2. Check for Traffica overload.If the Traffica server is overloaded, all RTT reports are not necessarily handled cor-rectly.

If all incoming RTT reports cannot be handled in real time, the values in Traffica are not from the correct time period. In practice, this means that the database inserting starts to buffer and RTT reports which are not written into the database are tempo-rarily stored in the memory.

If the overload situation is long, the size of the IDS queue (RTT report buffer) can become so big that the system runs out of virtual memory. In this case all RTT reports in the IDS queue are lost.

In an overload situation, the Traffica counters show a smaller number of clear codes than the MSC counters. Also the CCMA counters and the values calculated from the database can differ.

See if the Traffica overload situation is causing the mismatch from the Traffica internal alarm High/Very high/ Critically high database server load. Restart can be seen from the Traffica error log.

3. Check for MSC overload.If the processor load in the units which are handling the RTT report sending goes too high, the sending of RTT reports is stopped. When the load decreases suffi-ciently, the sending is turned on automatically. In such a case, the Traffica counters show a smaller number of clear codes than the MSC counters. However, the number is the same in the CCMA and the database.

You can use the Traffica CUL graphs to see if the MSC is overloaded.

4. Check on early cleared calls.It is possible that the call is terminated at an early phase, that an RTT report is not generated at all. However, when connected to M11 or newer, Traffica gets informa-tion on these early cleared calls in INT reports.

These early cleared calls are MO calls which have been interrupted during signalling in the A-interface before the Call Control receives message 7714

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gsm_call_setup_started_s. Examples of call attempts which are categorised as early cleared calls are: 0x02 = IMSI unknown in HLR, 0x03 = Illegal Mobile Station (MS), 0x04 = IMSI unknown in VLR, 0x05 = IMEI not accepted, and 0x06 = Illegal Mobile Equipment (ME).

5. Check if the time settings are different in the MSC and the TNES.Before comparing the values between the MSC and the TNES, the time settings must be checked. The time stamps in the RTT reports come from the MSC, but CCMA resets, and database backups are done according to the TNES time. This problem can be avoided by using Trafficas system time synchronisation feature in the TNES.

6. Check the handover information. Check if the information at the beginning of the call and at the end of the call is dif-ferent

MSC updates the measurements all the time, and in case of handovers, all resources which are involved are updated. Traffica gets information only at the end of the call. Because of this fact, the values cannot be compared. However, for some fields there are separate fields for the first and the last value, for example, A_First_Cell and A_Cell. For some other fields this is not available, for example, A_Cgr, which is the circuit group reserved at the end of the call.In this case, the Traffica counters show a smaller number of clear codes than the MSC counters.

7. Check for reporting problems on the MSC side.Some calls are not properly reported to Traffica (a small fraction of all calls, under 0.1%). These invalid RTT reports are not discarded, but they are stored into the database with an information field that tells about the invalidity.

4.15 Cannot connect to lower TrafficaTo troubleshoot problems in connecting to lower Traffica

1. In Traffica Admin Tool, check if the connecting element (TS) is defined in the topol-ogy.

2. Ensure that the TNES has a valid connection to the CUS.3. Check that Traffica is running on the lower level.4. Check if there is a network problem: check the network between upper and lower

Traffica.

5. Check in upper Traffica that the IP address of lower Traffica is correct.

4.16 Cannot find database table, column or indexTo troubleshoot problems if a database table, column or index cannot be found

1. Check if the table, column or index is disabled.Check Traffica workspace configuration files notused_dbd_confs.ini if some tables are disabled. If a column or index is disabled, check dbd*.ini.

2. Check if an IDS field has been removed.

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Check notused_ids_confs.ini and ids.ini for removed IDS definitions.3. Check if the database column has been renamed or removed in an NE upgrade.

Check the changes made in an NE upgrade from the Traffica Reference Guide.

4. Check if the configuration files are missing from the workspace.Check that all the needed configuration files exist in the workspace directory. If you are uncertain, check the backup directory or reinstall the adaptation.

5. Check that the database DBH function is running in Traffica.

4.17 Cannot find IDS fieldTo troubleshoot problems if IDS field cannot be found

1. Check if the IDS field has been renamed or removed in an NE upgrade.See the Traffica Reference Guide for changes.

2. Check notused_ids_confs.ini or ids.ini if the IDS field is disabled.3. Check that all the needed configuration files are present in the workspace directory.

(Reinstall adaptation if needed.)

4.18 Cannot find predefined graph category or graph setTo troubleshoot problems if the predefined graph category or graph set cannot be found

1. Check if the graph category or set has been disabled. See notused_ccma_confs.ini and notused_redid_confs.ini.

2. Check if the configuration files are missing from the workspace.Check that all ccma*.conf and redid*.conf files are present in the workspace directory.

Some predefined content, for example MSS/UMA/SIP, requires a separate license to be activated. If a graph that belongs to licensed content is not updating in Traffic Views (returns 'CCMA path not found' error), or graph category/sets and relevant CCMA are not visible in Traffica, check that traffica.lic license file on TNES contains the required entry.

The required license entry can be checked from the ccma*.conf files, section [LICENSE], related to the content.

4.19 Workspace has been restartedTo troubleshoot problems when workspace has been restarted

1. Check for an application error (Watchdog restart).See werlogTraWatch.log if Traffica.exe has been restarted.

2. Check the logs if memory has been low before the workspace restart (Internal alarm: very low memory).

3. Check the admin log if the workspace has been restarted manually.4. Check the admin log if the workspace has been remote switched manually.

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5. Check the Windows event log if the system has been rebooted.6. Traffica.exe has been upgraded. Check the admin log for Traffica workspace

restart (if the Traffica.exe version has changed, there has been an upgrade in software).

4.20 Alarm triggers/cancels incorrectly or not at allTo troubleshoot problems when an alarm triggers/cancels incorrectly or not at all

1. Check that the CCMA data definition and that the time class is chosen correctly.2. Check that the correct counter has been selected for alarm data definition.3. Check that the resolution and history values are correct.4. Check that the guard value for the alarm has been specified.

The alarm can trigger only when the guard has exceeded in relative counter value.

5. Check if you have specified delta instead of absolute or vice versa.6. Check if you have specified the burst.

If you have, the limit number of time slices must be successive. For more informa-tion, see Traffica online help.

7. Check the limit value.8. Check if the cancel value is zero.

If it is so, the alarm never cancels. Try value 1 instead.

4.21 Own graph data is not updated correctly or contains wrong dataTo troubleshoot problems when own graph data is not updated correctly or contains wrong data

1. Make sure that the time class or time class definition is correct.2. Make sure that the counter or counter definition is correct.

If relative or multiplier data is used, check also relative and multiplier counter defini-tions.

3. Check that the IDS field(s) used in the CCMA path of graph definition are correct.4. Check if the exclude or include definition in the General tab of graph properties has

been used incorrectly.

5. Check that the time properties for the graph are not incorrect. Check the General tab from graph properties. The history value defines how many historical bars are shown.

If Partial update is not used, the counter value in the graph is updated only when the time slice ends. If the used time class contains more than one time resolution, check that the correct resolution is used.

6. In case of relative graph, check the relevant guard value definition in the Relative tab (graph properties).

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7. Check that the ccd labels and tooltips are defined correctly.8. Check that the y-axis scaling and scrolling is reset.9. Check if data is received from NE, check section Connection to data source OK, but

no data received for further action.

4.22 Connection from TS to lower Trafficas data source lost immediately after connectingCheck if the IP port (usually 1133, specified in data source connection string) is already in use in TS. Reboot the PC to release this reserved port.

4.23 Graph windows are not scaled correctly to fit the whole screenTo troubleshoot problems when graph windows are not scaled correctly to fit the whole screen

1. Ensure the correct toolbar positions.Save the toolbar positions by opening a user-defined graph set and clicking Window Save Positions Now Current Graph Set or All Graph Sets.

2. Make sure that auto scaling is enabled.Click Definitions General..., select the Real-time graphs function, and click Properties...

3. Restart the Real-time Graphs function.

4.24 DCN graphs are not scaled to fit the whole screenTo troubleshoot problems when DCN graphs are not scaled to fit the whole screen

1. Ensure the correct toolbar positions.2. Close and restart the workspace.

4.25 Alarm window cannot be resizedCheck if the size of the alarm window is fixed. You cannot resize the window.

4.26 Alarm window columns do not display text completelyTo troubleshoot problems when the alarm window columns do not show all text

1. Check if system large fonts are used. Use small fonts to fit more text within a column.2. The column width can be increased by dragging between column headers and

saving changes.

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4.27 When creating a CCMA-based remote graph, fetching CCMA from lower Traffica takes a long timeTo troubleshoot problems when creating a CCMA-based remote graph, fetching CCMA from lower Traffica takes a long time

1. Check that compression and encryption are ON in TNES.2. Check the maximum message transfer rate in TNES. It must not be too slow or too

fast.

4.28 When creating direct transfer remote graph, fetching graphs from lower Traffica takes a long timeTo troubleshoot problems when creating direct transfer remote graph, fetching graphs from lower Traffica takes a long time

1. Check that compression and encryption are ON in TNES.2. Check that the maximum message transfer rate in TNES is not too slow or too fast.

4.29 Database Backup function or Database function stopped due to limited disk space on drive DTo troubleshoot problems when Database Backup function or Database function is stopped due to limited disk space on drive D

1. Check that there are only Traffica databases on the D drive. If there are other files, for example backup files, remove them.

2. Check if autoconfiguration is disabled.You must either enable autoconfiguration or manually decrease maximum database size value.

3. Check the maximum database size.If the size is too large, decrease the maximum db size value manually in HKEY_LOCAL_MACHINE\SOFTWARE\Nokia Siemens Networks\TrafDBM\Solid\ TrafficaMaxDatabaseSizeMB and restart the Database backup func-tion.

4.30 Traffica does not start after system rebootTo troubleshoot problems when Traffica does not start after system reboot

1. Check that the Traffica shortcut is in the start-up folder.2. Check that the paths to Traffica.exe and the workspace are correct in the short-

cut.

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4.31 RTT Server Help or Clear Code Help does not open on Windows 2008/Windows 2008 R2If Traffica is installed on a Windows 2008/Windows 2008 R2 computer, RTT Server Help and Clear Code Help may not work. To solve this problem, you must download and install the Windows Help (WinHlp32.exe) program from the Microsoft website and install it. Refer to the Microsoft website for information on how to download and install the program.

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Problems with Traffica Admin Tool

5 Problems with Traffica Admin ToolThe heap size of Traffica Admin Tool is predefined. If the Traffica Admin Tool runs out of memory, you can increase the memory with the instructions given below.

To increase the heap size allocated to Traffica Admin Tool

1. Open C:\Program Files\Nokia Siemens Networks\Traffica\TrafficaAdminTool\TrafficaAdminTool.bat using Notepad.

2. Search for a substring "-Xmx256m" where the number 256 may be different. This number defines the heap size allocated to Traffica Admin Tool in megabytes. Increase this value by 128 at a time to increase the heap size.

3. Restart the Traffica Admin Tool so that the new heap size is allocated to Traffica Admin Tool.

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Troubleshooting Traffica Problems with Traffica Databases

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6 Problems with Traffica Databases

6.1 Traffica Database function does not startYou can see the state of the Traffica Database function in Definitions->Functions States. If the State/Priority does not become On/Normal, then try the following steps.

1. Check if the process TrafDBM.exe is runninga. Open the task manager, click the processes tab, and check if TrafDBM.exe

process is running

b. If the process is not running, start the process from the service manager. To open service manager, click Start->Settings->Control Panel->Administrative Tools->Services. Then restart the service Traffica Database Manager (TrafDBM)

2. Check if the Traffica Active Insert database is runninga. Check if a process with the process ID of the Active Insert database is running.

1. Find the process ID (PID) of the Active Insert database from the registry location HKEY_LOCAL_MACHINE\SOFTWARE\Nokia Siemens Networks\TrafDBM\TrafficaDB\ActiveInsertServerId.

2. Open the Task Manager, click on the processes tab, and ensure that the process with the PID of the Active Insert database is running.

If the PID column is not visible in the processes tab, you can make this column visible with the View->Select Columns option in the Task Manager.

b. Study the log files of the Active Insert database1. Find the name of the Active Insert database in the registry location

HKEY_LOCAL_MACHINE\SOFTWARE\Nokia Siemens Networks\TrafDBM\TrafficaDB\ActiveInsertServerName.

2. Go to the location D:\database\Traffica and open the Active Insert database using the name obtained in the previous step.

3. Open the log file of the database and check if there are any log entries indi-cating that the database is not running.

4. Close all database log files.

3. Check TrafDBM logs a. In C:\Traffica\ErrorLog\werlogTrafDBMAdmin.log,check that

Traffica.exe has logged on. You can find this application information by searching for the following fields.

application Id = Trafficaapplication name = Traffica RTT Server

!

If database log files are not closed, database switchover will fail. Database cannot be moved to history folder.

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Problems with Traffica Databases

Ensure that you are looking for the last occurrence of the above fields.

b. Check if this TS/TNES element is defined in TrafCUS database by checking the Traffica Admin Tool.

c. Check C:\Traffica\ErrorLog\werlogTrafDBMError.log for other Traffica Database Manager (TrafDBM) error entries.

d. In case of any of the above problems, restart the Traffica Database Manager (TrafDBM) service from the service manager. To open the service manager, click Start->Settings->Control Panel->Administrative Tools->Ser-vices.

6.2 Database query in Traffic News fails1. Check that Traffic News Mediator Service (TrafNewsMediator)is running in the

service manager. To open the service manager, click Start->Settings->Control Panel->Administrative Tools->Services.

2. Check if all the query fields have been added for the user group in Traffica Admin Tool. If not, you may get the "Connection lost to TNES" message.

3. Check if TrafNewsQep task is running in the Applications pane of the Task Manager of the TNES machine.

4. Open the C:\Traffica\ErrorLog\werlogTrafNewsQep.log and look for the following client error conditions.

a) Was a database switchover ongoing?b) Was a database re-configuration ongoing (For example, password change)c) Was the database temporarily unavailable.If any of the above error conditions exist, try query execution again after some time.

5. Check the C:\Traffica\ErrorLog\werlogTrafDBMAdmin.log file to ensure that the TrafNewsQep has logged in successfully.

6. Check C:\Traffica\ErrorLog\werlogTrafDBMError.log for other Traffica Database Manager (TrafDBM) error entries.

7. Check other Traffic News troubleshooting problem scenarios.8. In case of any of the above problems, restart Traffica Database Manager

(TrafDBM) and Traffic News Mediator Service (TrafNewsMediator)from the service manager, and the TrafNewsQep applica-tion from C:\Traffica\TrafNews\TrafNewsQep\TrafNewsQep.exe. To open the service manager, click Start->Settings->Control Panel->Administrative Tools->Services.

6.3 Traffica Database Export job database connection fails1. Check that the TrafDataBaseExportMediator service is running in the service

manager. To open the service manager, click Start->Settings->Control Panel->Administrative Tools->Services.

2. Check if TrafDbep task is running in the Applications pane of the Task Manager of the TNES machine.

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3. Open the DBE Mediator log (C:\Traffica\ErrorLog\werlogTrafDbemAdmin.log)and TrafDbep log (C:\Traffica\ErrorLog\werlogTrafDbepAdmin.log)and look for the following client error conditions.a) Was a database switchover ongoing?b) Was a database re-configuration ongoing (For example, password change)c) Was the database temporarily unavailable.If any of the above error conditions exist, try query execution again after some time.

4. Check the C:\Traffica\ErrorLog\werlogTrafDBMAdmin.log file to ensure that the TrafNewsQep has logged in successfully.

5. Check C:\Traffica\ErrorLog\werlogTrafDBMError.log for other Traffica Database Manager (TrafDBM) error entries.

6. In case of any of the above problems, restart Traffica Database Manager (TrafDBM) and TrafDatabaseExportMediator from the service manager. To open the service manager, click Start->Settings->Control Panel->Administrative Tools->Services.

You can also kill the TrafDbep.exe from the Task Manager and restart the TrafDbep.exe from the C:\Traffica\TrafDbe\TrafDbeProcess\trafdbep.exe.

7. Check other Database Export troubleshooting problem scenarios.For more information, see Problems with Database Export.

6.4 Traffica clients cannot connect to the CUS database

1. Check if a process with the process ID of the TrafCUS database is running.a. Find the process ID (PID) of the TrafCUS database from the registry location

HKEY_LOCAL_MACHINE\SOFTWARE\Nokia Siemens Networks\TrafDBM\CusDB\ServerId.

b. Open the Task Manager, click on the processes tab, and ensure that the process with the PID of the TrafCUS database is running.


2. Check the log files in the TrafCus database folderC:\Traffica\TrafCUS\Database\Cus,and check if there are any log entries indicating that the database is not running.

3. Check the C:\Traffica\ErrorLog\werlogTrafDBMAdmin.log file to ensure that the TrafCus has logged in successfully.

4. In case of any of the above problems, restart Traffica Database Manager (TrafDBM) and Traffica Configuration and User Server (TrafCUS)from the service manager. To open the service manager, click Start->Settings->Control Panel->Administrative Tools->Services.

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6.5 Traffica Unsupported User cannot connect to Traffica databasesFor each Traffica database, the database ports, listening names are dynamically created by the Traffica Database Manager (TrafDBM) service. If the unsupported user cannot connect to the Traffica databases, try the following steps.

1. Check if the Traffica database is running.2. Check if the Unsupported User feature is enabled in TAT.

a. In Traffica Admin Tool, open the Global Settings tab, and double-click RTT Database Settings.

b. In the Configure RTT Server Database Settings, check if the Enable unsup-ported database user for RTT Server databases is enabled. Check if the password defined here is the same password that is being used to log in to the Traffica database.

For more information, see Managing unsupported database user in Administering Traf-fica.

6.6 TrafDBM service does not startWhen TrafDBM starts, it needs to connect to TrafCUS for reading the Traffica database passwords. TrafCUS needs to connect to TrafDBM to get CUS database parameters.

If the TrafDBM service does not start on a TS/TNES, try the following.

1. Check if the TrafCUS service is running in the address specified in HKEY_LOCAL_MACHINE\SOFTWARE\Nokia Siemens Networks\TrafCUS\CUSAddress1

2. Check if the TS/TNES element has been created with the correct IP address in the Traffica Admin Tool

3. Check that you are able to open the drive on which the database folders are stored (For example, D:\database) using the Windows Explorer.

4. Check the TrafCUS and TrafDBM error logs in C:\Traffica\ErrorLog for any errors.

5. In the Task Manager, kill any instances of database servers in the "Not Responding" state.

6. Check the log files in the database folders in the D:\database\Traffica\ for information about internal errors in the respective database.

7. Check if there are any problems with the physical database drives.8. In case of any of the above problems, restart Traffica Database Manager

(TrafDBM) and Traffica Configuration and User Server (TrafCUS)from the service manager. To open the service manager, click Start->Settings->Control Panel->Administrative Tools->Services.

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6.7 Moving Traffica active database to history folder fails during database switch-over.During a switch-over process, the TrafDBM service moves the content of the oldest active database folder to the history folder history/. The oldest active database folder is then deleted.

1. Check if the database directory has not been opened via the command prompt.2. Check if any of the files in the database directory is open (For example, using a text

editor).

3. Check the TrafDBM logs (C:\Traffica\ErrorLog) for further information.Database switch-over does not completely fail even if the active database move fails. This is because moving the active database is the last operation during a switchover. So Traffica.exe will most probably have a new Active Insert database successfully in use.

Usually, when the active database move fails, the folder content is successfully moved to the history folder, but the original active (empty) directory still remains. If this is the case, you can manually delete the obsolete active folder.

In case you are manually deleting the obsolete active folder, restart Traffica Database Manager (TrafDBM) from the service manager. To open the service manager, click Start->Settings->Control Panel->Administrative Tools->Services.

6.8 Traffica.exe is not inserting data to the database

1. Check if the Traffica Active Insert database is runninga. Check if a process with the process ID of the Active Insert database is running.

1. Find the process ID (PID) of the Active Insert database from the registry location HKEY_LOCAL_MACHINE\SOFTWARE\Nokia Siemens Networks\TrafDBM\TrafficaDB\ActiveInsertServerId.

2. Open the Task Manager, click on the processes tab, and ensure that the process with the PID of the Active Insert database is running.


b. Study the log files of the Active Insert database1. Find the name of the Active Insert database in the registry location

HKEY_LOCAL_MACHINE\SOFTWARE\Nokia Siemens Networks\TrafDBM\TrafficaDB\ActiveInsertServerName.

2. Go to the location D:\database\Traffica and open the Active Insert database using the name obtained in the previous step.

3. Open the log file of the database and check if there are any log entries indi-cating that the database is not running.

2. Check C:\Traffica\ErrorLog\werlogTrafDBMAdmin.log to see if the last swithcover was successful. If so, you can conclude that the current active insert database is not full.

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3. Check the logs of Traffica and TrafDBM for any further information (C:\Traffica\ErrorLog).

4. In case of any of the above problems, restart Traffica Database Manager (TrafDBM) from the service manager (Start->Settings->Control Panel->Adminis-trative Tools->Services) and the Database Backup(DBBH) function and Database(DBH) function from Traffica.exe->Definitions->Function states.

6.9 Traffic News queries cannot be executed immediately after the restart of the TrafDBM serviceDuring the startup of the TrafDBM or TrafNewsQep services, the TrafDBM service reads history databases and delivers all the history data information to the TrafNewsQep service. Unlike the active databases, history databases are not started one by one. Instead, the history data information is available on the disk. Depending on the amount of history databases, it will take a few minutes before the TrafNewsQep service finishes reading the history databases, and becomes ready for executing queries.

6.10 Database contains partly filled MSC/MSS RTT reports with only A or B subscriber information presentThe RTT report is merged from call leg reports, where the Originating Call Leg (ORL) report contains information of the A subscriber and the Roaming Call Leg (ROL) report contains information of the B subscriber when he is a mobile subscriber in the switch.

Possible reasons for A or B subscriber information missing from the RTT reports:

Traffica does not receive all call leg reports from MSC/MSS Traffica fails to merge call leg reports to a RTT reportFollow the troubleshooting instructions in the following order:

Troubleshooting and correcting IP network problems between TNES and MSC/MSSThe Traffica-MSC/MSS connection uses UDP/IP. It is possible that IP packets are dropped in the connection if L3 (Layer 3) routing is used. This results in Traffica not receiving all the Call Leg reports correctly.

Check DCN and router configuration and perform needed corrective actions:

1. Ensure that routers support IP fragmentation.2. Routers/firewalls must not filter out (drop) fragmented IP packets.3. Check also from the router that it does not drop UDP packets under certain other

conditions, for example congestion.

4. If possible, establish only one router between TNES and MSC/MSS. Establish a tunnel between end points or a direct connection (Layer 2) between TNES and MSC/MSS.

5. Recommendation: Routers should not block ICMP messages.6. Recommendation: Routers should send ICMP message to enable path MTU discov-

ery.

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Troubleshooting and correcting an overload situation in MSC/MSSAn overload situation in MSC/MSS can result in MSC/MSS not sending all Call Leg reports to Traffica.

Check MSC/MSS CUL reports for any overload situations in MSC/MSS, and perform the following corrective actions if needed:

1. Find RTT reports that have A or B subscriber information missing.2. Check the Report_Time field values from those RTT reports3. Check from the CUL reports if there have been overload situations in MSC/MSS at

the same time.

4. If you find overload situations in the CUL reports, increase the capacity of the sig-nalling units in MSC/MSS in order to avoid further overload situations.

Troubleshooting other possible causesPossible causes can be, for example:

The Last_Call_Leg or Orig_Call_Id field is set incorrectly or is empty in some Call Leg reports sent to Traffica. This prevents Traffica from being able to correlate ORL and ROL call leg reports and the resulting RTT report contains only A or B subscriber information.

IP socket send/receive buffer overflow in MSC/MSS or Traffica. This results in some Call Leg reports missing in Traffica.

Traffica functionality cannot merge Call Leg reports properly.Proceed with tracing and monitoring in Traffica and MSC/MSS according to the following instructions and contact Nokia Siemens Networks Technical Support to investigate the problem further.

Performing tracing and monitoring in Traffica and MSC/MSS

1. Enable EXS and AIF monitoring in the MSS.2. I