Provisioning Troubleshooting: Nokia Altiplano
A quick self-help guide to resolve the most common provisioning issues.
Applies to
Operator Open Access
Operator Single Provider
Service Provider
Solution Overview
The most common resolutions, in order of frequency, are a Resend provisioning, followed by ONT/serial registration in the vendor system, and profile/template corrections.
What's happening?
Your network uses Nokia Altiplano to activate services. When you place or update an order, the system sends the requested setup (such as speed and configuration) to Altiplano, which then activates the service on the network. Most provisioning errors simply mean this request did not go through cleanly the first time — often because the equipment was not ready yet, a detail did not match, or the request needs to be sent again.
In most cases, simply resending the provisioning resolves the issue.
Step by Step
Work through these steps in order.
Step 1: Check the ONT is online
Make sure the ONT (the device installed at the premises) is physically installed, connected, and powered on. If the ONT is offline, the service cannot be activated. Check for the ONT status in both Altiplano and AOE. Once it is online, try the order again.
Step 2: Check the ONT serial number is correct
Confirm that the ONT serial number entered on the order matches the actual device, with no typos or extra characters. An incorrect or mistyped serial number is one of the most common reasons an order will not activate.
Step 3: If this was a move or a re-order, release the old equipment first
If you are 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 is a frequent cause of activation failures.
Step 4: Use "Resend provisioning"
Open the order and use the Resend provisioning option. This is the single most effective fix — in the majority of cases, the original request was simply stale or incomplete, and resending it activates the service straight away.
Step 5: Wait a few minutes and resend once more
If it did not work the first time, wait a few minutes and try Resend provisioning again. Some changes — particularly after a move, a re-order, or recent equipment changes — take a short while to take effect on the network.
What the Error Messages Mean
You may see one of the following messages in Business Engine. Here is what each one generally indicates and what you can do.
|
Message you may see |
What it usually means / what to try |
|
"Unable to fetch l2-infra/l3-infra intent information" |
The network setup request could not be completed — the L2/L3 intent didn’t resolve. Common after a move or re-order, or a VLAN/infra mismatch. Release the old ONT, then use Resend provisioning. |
|
"Could not create/update service given parameters …" |
A detail on the order (such as speed or configuration, like VLAN) may not be valid for that location (node). Double-check the order details, then resend. |
|
A service profile (e.g. HSI-5G-5G-BUS-PUB) is "not recognized" |
The selected service may not yet be available for that location. Confirm the correct service is selected, then resend. If it persists, raise a ticket. |
|
"401 Unauthorized" or "connection lost" |
BE’s Altiplano credentials are missing or expired. This is a connection issue between Business Engine and Altiplano. Please raise a support ticket to COS support team. |
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
- The exact error message you are seeing (a screenshot is ideal)
- Whether the order followed a move, a re-order, or a recent equipment change
- The steps you have already tried from this guide
See also related article: How to troubleshoot provisioning errors