Difference between revisions of "Main Page/Provisioning/AAPT DSL Provisioning Errors"

Revision as of 13:42, 21 May 2014

Common AAPT DSL Provisioning Errors and how to handle them

This page describes common errors that may occur whilst attempting to provision DSL service for Broadband Connect L2, or Broadband Connect L3 service types. In all cases, if a service is still preactive your first reaction should not be go to manual provisioning straight away. You should navigate to the provisioning logs to investigate what is going on. The provisioning logs can be found against the service subscription as pictured.

Common List of errors and actions to take

• Succesfully enquired on status of service provisioning for 0738222248, the provisioning is still in a pending state. While a service is provisioning, you'll see this message appear about 4 to 5 times a day. If the last log states this and it has been sometime since the polling request, contact Emersion Support. Provide the "Service ID", the "Service Identifier", the Account Number and a screenshot.

• 'FrontierLinkService_enquireService - Request failed, message was: Service Not Found - Service Number = 0296295729' . A fairly common error. this means the order was submitted to AAPT, but they have subsequently withdrawn the error. Before taking any action, you need to find out why. Grab the "Service ID" from the subscription and search FrontierWeb in the "Customer Reference" search field. From here you can click into the order and read the withdrawal notice. If appropriate, you may click retry provisioning, which has the effect of resubmitting the DSL component of your original order. If necessary, you may also abort the subscription and reallocate.

• Abort subscription (if necessary).

• Reallocate subscription. Navigate to the package subscription tab. From here you can go to the unallocated subscription tab, and reallocate subscription. Please note, screenshots here are generic across service types.

• FrontierLinkService_enquireService - Request failed, message was: 0 > File . This is an AAPT generated error. You can click the Retry Provisioning button as pictured in the screenshot above. If this button is not available, navigate to manual provisioning and "halt" provisioning, then click retry provisioning.

• FrontierLinkService_newService - Request failed, message was: Unknown name value for enum class com.aapt.qualification.domain.ParameterKey: TELSTRA_DA_MLL_E_PARAMETER_KEY . If this error is received, contact Emersion.

• FrontierLinkService_newService - Request failed, message was: Error submitting order. - Losing service provider not recognised. . Order was a churn and the losing service provider was not provided, or order became corrupt. Abort and reallocate subscription as described in this article.

• FrontierLinkService_newService - Request failed, message was: Error submitting order. - Specified radius details are already in use. You are already using this username and/or password, you cannot reuse it. I would checking to see whether someone has provisioned this service manually through frontierweb. If this is the case, you would need to use manual provisioning to finish activation. If not, abort and reallocate subscription as described in this article.

• FrontierLinkService_newService - Request failed, message was: Invalid object state - getTelstraSiteAddress() returns null value. This is a communication error between AAPT and Telsra. When you provide a service number, AAPT will try and determine the service address by checking the number against a Telstra database. When communication fails between AAPT and Telstra, this is the error is received. You can click retry provisioning. If this error is repeatedly received, contact Emersion and we will facilitate communication with the frontierlink technical support team. Provide the Service ID, the Service Identifier, the Account ID, and a screenshot.

• FrontierLinkService_newService - Request failed, message was: Error submitting order. - DSL Transfer Date must be in the past, and no more than 30 days in the past. You have set the Churn Authority date in the order to be either in the future, or more than 30 days in the past from when the order was submitted. Check to see if the order is not already active in Frontier. If it is, you will have to manually provision. If it is not, you may abort the subscription and reallocate.

• OK - FrontierLinkService_enquireService - Request failed, message was: Could not connect to host - 0 .. This is a general networking error. You can click retry provisioning. If this error repeatedly reappears Contact Emersion with Service ID, the Service Identifier, the Account ID, and a screenshot.

• FrontierLinkService_newService - Request failed, message was: Error submitting order as the access speed is not available. - Access speed = Up to 20Mbps/1Mbps, did not pass for this orders access method. .

• Frotiner_LinkService_newService - Request failed, message was "Access method=AAPT ADSL2+ is not available".

• Errors of this kind are extremely rare. The plan chosen for the service has an access speed, access method, or some other attribute set which AAPT suggests is not possible for this service number and location. First of all, check the properties tab of the "Buy" Service Plan associated with your preactive subscription. It will list a series of attributes including the service speed.

• Against the original subscription, check the results returned from the original Service Qualification by going to the Service Qualifications Tab, then clicking on the magnifying glass. It will return the following properties with either "Pass or Fail".

• Telstra Region/Zone.
• Access Type
• Access Method.
• Service Speed.

• The attributes from the Service Qualification must match the attributes against the plan chosen. If they do not the order will surely fail. If this is the case you should abort the subscription and reallocate, ensuring that the plan chosen has attributes that match the Service Qualification. If the Plan matches the SQ, and these kinds of errors are still received, contact Emersion and we will help facilitate communications with FrontierLink Support.