Provisioning Troubleshooting: Calix SMx

 Applies to
Operator Open Access
Operator Single Provider
Service Provider 

Solution Overview
With Calix, Business Engine provisions through SMx. A recurring dependency is that the ONT must already exist and be correctly represented in SMx prior to provisioning. In the absence of a valid SMx record, provisioning has no target to attach to and will fail. 
What's happening?
Your network uses Calix SMx to activate services. When you place or update an order, Business Engine sends the request to SMx, which then activates the service on the network.
The single most important thing to know is this: the ONT must already exist and be correctly set up in Calix SMx before provisioning can succeed. If the ONT has not yet been discovered or added in SMx, there is nothing for the order to attach to — and provisioning will fail. The good news is that this is almost always something you can fix yourself in a moment.

Step by Step
Work through these steps in order. 

Step 1: Check whether many orders are failing at once
If a large number of orders are failing at the same time — especially across different OLTs or locations — this usually points to a temporary connection issue between systems on COS side, rather than something with an individual order. In that case, you can skip straight to raising a support ticket, as this is one for us to resolve. If it is just one or a few orders, continue to Step 2.

Step 2: Confirm the ONT exists in Calix SMx
Search for the ONT's serial number (for example, beginning with CXNK…) in SMx. If the ONT does not appear, it has not yet been discovered or added — which is the most common reason an order will not activate. Add or connect the ONT in SMx first, then return to the order in Business Engine and resend. Once the ONT is present in SMx, provisioning has something to attach to.

Step 3: Confirm the ONT serial is correct and the device is online
Check that the ONT serial number on the order matches the actual device exactly, with no typos. Also make sure the ONT is physically installed, connected, and powered on. Provisioning can only complete once the ONT is present and online.

Step 4: Use "Resend provisioning"
Once the ONT exists in SMx and is online, open the order and use the Resend provisioning option. In the majority of cases, this activates the service straight away.

Step 5: Wait a few minutes and resend once more
If you have just added the ONT in SMx, give it a few minutes to be fully recognised, then use Resend provisioning again. Newly added equipment can take a short while to become available.

 
What the Error Messages Mean
You may see one of the following messages. Here is what each one generally indicates and what you can do.

 Still Not Working? Contact Support
If you have worked through the steps above and the order still will not activate, please raise a support ticket by emailing to: support@cossystems.com and we will take it from there. 
To help us resolve it as quickly as possible,
please include the following details in your ticket:

• The order number
• The ONT serial number (and confirmation that it exists in SMx)
• Which OLT the ONT should be on
• Whether one order or many orders are affected
• The exact error message you are seeing (a screenshot is ideal)
• The steps you have already tried from this guide