Provisioning Troubleshooting: Nokia Altiplano

Applies to
Operator Open Access
Operator Single Provider
Service Provider

What's happening?

Your network uses Nokia Altiplano to activate services. When you place or update an order, Business Engine sends the requested setup (such as speed and configuration) to Altiplano, which then activates the service on the network.

Most provisioning errors mean the request didn't go through cleanly the first time. Often the equipment wasn't ready yet, a detail didn't match, or something needs to be set up in Altiplano first. In many cases, resending the provisioning resolves the issue.

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 connection issue between Business Engine and Altiplano rather than a problem with an individual order. In that case, skip straight to raising a support ticket. If only one or a few orders are affected, continue to Step 2.

Step 2: Check the ONT is online
Make sure the ONT (the device installed at the premises) is physically installed, connected and powered on. Check the ONT status in both Altiplano and AOE. The service can't be activated while the ONT is offline.

Step 3: Check the ONT serial number is correct
Confirm that the ONT serial number on the order matches the actual device, with no typos or extra characters. A mistyped serial number is one of the most common reasons an order won't activate.

Step 4: If this was a move or a re-order, release the old equipment first
If you're moving a customer or replacing their equipment, make sure the old ONT is disconnected or released before assigning the new one. Assigning a new ONT while the old one is still active often causes activation to fail.

Step 5: Use Resend provisioning
Open the order and select Resend provisioning. If it doesn't work the first time, wait a few minutes and try again. Some changes take a short while to take effect, particularly after a move, a re-order or a recent equipment change. A newly installed ONT may also need a little time before its details (such as ONT model and OLT) show up in Business Engine.

What the Error Messages Mean

You may see one of the following messages in Business Engine.

Message you may see	What it usually means / what to try
"Unable to fetch l2-infra/l3-infra intent information"	The network infrastructure needed for the service couldn't be found. This is common after a move or re-order, but can also mean the L2/L3 setup (such as VLAN) is missing or incorrect in Altiplano. Release the old ONT if relevant, check the infrastructure in Altiplano, then resend.
"Could not create/update service given parameters..."	A detail on the order (such as speed or VLAN configuration) may not be valid for that location. Double check the order details, then resend.
A service profile (e.g. HSI-5G-5G-BUS-PUB) is "Not a valid service profile"	The service profile doesn't exist or isn't active in Altiplano. Check that the profile is set up in Altiplano and that the correct service is selected on the order, then resend. If it persists, raise a ticket.
"401 Unauthorized" or "connection lost"	Business Engine can't connect to Altiplano, usually because credentials or certificates have expired. Please raise a support ticket and we'll work with you to restore the connection.

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.

To help us resolve it quickly, please include:

The order number
The ONT serial number
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)
Whether the order followed a move, a re-order or a recent equipment change
The steps you've already tried from this guide

See also related article: How to troubleshoot provisioning errors