Customer Emergency Report:
Report based on TimeZone UTC +2
NSN Case ID: NA04900546
1. GENERAL INFORMATION
Problem Title
2G attachment problems.
Problem Description
2G attachment problems.
Partial Outage.
Please refer to latest case ID: NA04899740
Customer Name
Alcatel-Lucent Schweiz AG - Sunrise
Customer Reference
Customer Contact
Maerz Robert
Customer Contact Mobile Phone
+41763012578
Product
Nokia Siemens Networks Flexi NS - SGSN
Product Module
Nokia Siemens Networks Flexi NS - SGSN
Product Version
all
Product Details
Project Phase
After Warranty
NSN Technical Contact Person
Gorbunov Alexey
2. CALL DETAILS
EME Reported To NSN
04.04.2011 10:30:00
Actual First Response
04.04.2011 10:45:00
Resolution Delivered
05.04.2011 09:41:00
Resolution Date (Included
Customer Pending Time)
Emergency Time
EME Call Out
No CPT ( = Resolution Delivered)
000 d 23 h 11 m
No
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3. TECHNICAL DETAILS
Final Customer Information
Dear Robert Maerz,
You will find the details of your resolution below. While you are testing the resolution, please contact us if you have any questions.
Please let us know if this resolution works for you.
Problem and Impact Description:
Alarm 0004 appeared on the PAPU 6.
Mobiliy management resources on the cSGSN were in overload, in particular on PAPU-6.
Some attaches were rejected by this PAPU.
Technical Analysis (steps taken during troubleshooting):
- collecting and analysing external Gb trace and internal SGSN symptoms
Step by step actions done during emergency:
> 04.04.2011 - 10:40 - Call from the sykes.
> 04.04.2011 - 10:45 - Call to the customer. Phone is busy.
> 04.04.2011 - 11:00 - Email to the customer.
> 04.04.2011 - 11:20 - First phone contact with the customer. Discussion situation.
> 04.04.2011 - 11:40 - Ticket is escalated to the BU-TS. Phone call from Mr. Kasturi Kumar.
But there is a technial problem with escalation of this ticket. First symptoms were requested from customer by email.
> 04.04.2011 - 12:30 - Call to the customer. Discussion current situation.
> 04.04.2011 - 13:15 - Some symptoms were provided.
> 04.04.2011 - 13:30 - Telco with all people which are involved in this case. Discussion situation.
Lead engineer is Dieter Schneider. Dieter is going to the Zurich to support on the site. Symptoms are requested.
Customer is going to take traces and move BSC 352 to another PAPU.
> 04.04.2011 - 18:50 - Level 3 engineer Emilio Alminana is activated. He requested symptoms.
> 04.04.2011 - 20:00 - first result of the rehoming BSC is successfull. Situation is improving.
> 04.04.2011 - 22:00 - End outage. Situation is under control.
> 05.04.2011 - 02:00 - Analysis from Emilio Alminana is provided.
> 05.04.2011 - 09:40 - Problem is solved.
Solution(s) and further preventative steps:
Several measures have been defined in order to reduce MM load for PAPU-6.
After rehoming BSC 352 to another unused PAPU the SGSN stabilized and the actual problem has been solved
The problem related to this case occurred on the 5.4 is handled in case NA04901499.
Please have a look into this case for further steps and corrective actions.
Cause of Incident:
Mobiliy management resources on the cSGSN were in overload, in particular on PAPU-6.
---------------------------------------------------------------------------------------------Case Details:
Case ID: NA04900546
Customer Ref: -Priority: Critical
Product: Core Network, Mobile Packet Core and Nokia Siemens Networks Flexi NS - SGSN
SW Release: (Not available), Build: , CD:
For further correspondence on this case, please reply to this email using "Reply to All" without changing the subject.
Thank you for your assistance,
Alexey Gorbunov
Approved by
Wojtek Ziaja
Approved date
07.04.2011
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