Main Page/Provisioning//Telstra 3G Provisioning Errors

Introduction

Below is a common list of Telstra 3G errors and what action to take in each circumstance. Please remember in all circumstances we send a request to Telstra, and they respond. In many cases we have no control over the response sent. We can help you liase with the LOLIG Support team initially, however if it is a Telstra issue and it is not being resolved in a timely manner, your next point of escalation is your Telstra Account/Operations Manager.

If you buy your 3G services from a Wholesaler who uses the Emersion System, your first point of contact should be through them, and all communications should additionally be channeled through them. The Wholesaler will then liase with Emersion directly if required.

• Port Process rejected with the following description: LCSP and GCSP are the same. This will occur when the number has already been provisioned under Telstra Account, then somebody else tries to provision the same number in cumulus. It will fail as the LCSP (Losing carrier/service provider), is the same as the GCSP (Gaining Carrier/Service Provider). It is not possible to provision the same number twice. You should check for active subscriptions already in the system for your number. The subscription that has failed should be aborted.

• SIM is not available in SRM This error generally means that the SIM has been allocated to another number already. You should obtain another SIM card number, enter it against the service subscription, then click retry provisioning. If you are convinced this is not the case, you should contact Emersion. Provide them the SIM card number you tried to use, the phone number you tried to allocate against it (if applicable), the date of your request, a copy of the error message.

• During SQ, receive an error stating Mobile Service 6142 xxx xxx not available If you are convinced this is a valid number, contact Emersion and will send a request to the LOLIG support team to rectify.

• During the cancellation of a number, an error received states: "The account service status must be Active or temporarily Suspended". Telstra have sent back a msg stating that the number can either not be found, or it may already be cancelled. If you are convinced this number is active in LOLM, contact your supplier or Emersion and we will liase with LOLIG support. Please provide the service number, the time of the attempted cancellation, screenshots and error messages, and ideally a screenshot from LOLM where possible proving it is active in this system.

• Next valid action for PCR is submitPortCutoverNotification or submitWithdrawal . Have a look at the status of the PortCutOver Notification acknowledgement in LOLM. If it is rejected, and the losing carrier is Optus, this is a common problem porting Optus numbers. You should refer your issue to Telstra LOLIG support. After this is done, you will need to back out of the CHURN via LOLM, abort the current subscription, then resubmit the order for a churn again. You must back out of the churn first, or else when you try and resubmit the churn, it will simply state there is a port in process.

• Soap Request failed with code:4999 | Message:com.telstra.common.coresystems.mica.exceptions.MICAException: CorbaHostClient.execTrans() : Transaction PAE failed with : Failed getting reply from Queue [QPMNP.WMC.SENDQ.A01] This is an internal Telstra error unrelated to Emersion. If you click retry provisioning it should kick things off again.

• Soap Request failed with code:4830 | Message:ACCOUNT related history failed. Transaction failed. We are still yet to receive feedback from Telstra on the specific meaning of this error. However retrying provisioning will often result in successful provisioning.

• MobileService_reactivate - Soap Request failed with code:3062 | Message:Cannot reactivate an active service. . During an attempt to unsuspend a service, telstra replies with a message claiming the service is already active. If this happens, check in LOLM whether service is in fact suspended. If not, suspend the service, then unsuspend via Cumulus. If the service is already suspended despite this message, contact us and we will pass onto LOLIG team. Please send screenshots of LOLM, in addition to the account ID, service ID, service identifier, a copy of the error message from the provisioning logs.

• Service ID status is invalid for this type of activation . This error typically means that you've entered an order doing an SQ for a new number, using the functionality to choose a desired number as opposed to letting the system pick one for you. The order has been left unfinished and you finalize it later. Unfortunately, during the time you did the number check and the time you tried to provision the number, Telstra has allocated the number to somebody else. You cannot hold onto a number for an extended period of time and try to provision it later. You risk Telstra allocating the number to somebody else. If you enter an order into our system, and choose a number, the order needs to be finalized promptly to start provisioning.

• No network features array passed . This error can occur when the account type of the account at the lowest level in the tree (ie the end user), has been set to type "Service Provider" as opposed to end user. If this needs to be changed contact Emersion.

• MobileService_create - Soap Request failed with code:4554 | Message:Call barring password is required In the initial configuration of the order you are required to enter the User Verification Password. This is used to lift and restrict call barring. This password must be four numbers only, and it cannot be 0000, or consecutive numbers such as 1234. Failure to complete this field accurately will result in provisioning failing with the error above, and you will need to rekey the order from the beginning.