Provisioning Troubleshooting: Calix SMx

Applies to
Operator Open Access
Operator Single Provider
Service Provider

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 most important thing to know: the ONT must already exist and be correctly set up in Calix SMx before provisioning can succeed. If the ONT hasn't been discovered or added in SMx yet, the order has nothing to attach to, and provisioning will fail. The good news is that this is usually something you can fix yourself in a few minutes.

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 fail at the same time, especially across different OLTs or locations, it usually points to a temporary issue between the systems or in SMx itself, rather than a problem with an individual order. In that case, skip straight to raising a support ticket and we'll look into it. If only one or a few orders are affected, 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 doesn't appear, it hasn't been discovered or added yet. This is the most common reason an order won't activate. Add or connect the ONT in SMx first, then go back to the order in Business Engine.

Step 3: Confirm the ONT serial is correct and the device is online
Make sure the ONT serial number on the order matches the actual device exactly, with no typos. If the order shows a red error banner, also check that the ONT model, uplink OLT and PON port are filled in correctly. Finally, confirm the ONT is physically installed, connected and powered on.

Step 4: Use Resend provisioning
Once the ONT exists in SMx and is online, open the order and select Resend provisioning. In most cases, this activates the service right away. If you've just added the ONT in SMx, give it a few minutes to be fully recognised and try once more.

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.

Message you may see	What it usually means / what to try
ONT serial (e.g. CXNK...) "not found" or "does not exist in SMx"	The ONT hasn't been added or discovered in SMx yet. Add or connect it in SMx, then use Resend provisioning. (Most common cause.)
"Could not get Calix ONT ID from network location"	The system can't match the ONT to an entry in SMx. Confirm the ONT exists in SMx and the serial is correct, then resend.
"COM.1012 Cannot modify Vlan Mode alone during Edit Service"	SMx only allows the VLAN mode to be set when a service is first created, not when it's edited. This isn't a permissions issue. Please raise a support ticket and we'll resolve it.
Service behaves differently on one particular OLT	There may be a configuration difference on that OLT in SMx. If orders on one OLT fail while others work, raise a ticket so we can compare and correct it.
"Business Engine cannot access SMx"	The connection between the systems is temporarily down, which usually affects many orders at once. Please raise a support ticket and we'll take care of it.

Still Not Working? Contact Support

If you've worked through the steps above and the order still won't activate, please email support@cossystems.com and we'll take it from there. Sometimes a previous service on the same ONT hasn't been closed correctly, which can block a new order. This is something we can check and fix for you.

To help us resolve it quickly, please include:

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're seeing (a screenshot is ideal)
The steps you've already tried from this guide

See also related article: How to troubleshoot provisioning errors