Provisioning Troubleshooting: Nokia AMS
A quick self-help guide to resolve the most common provisioning issues.
Applies to
Operator Open Access
Operator Single Provider
Service Provider
What's happening?
Your network uses Nokia AMS to activate services. When you place or update an order, Business Engine sends the request to AMS, which then activates the service on the network.
AMS is particularly sensitive to two things: the ONT serial number resolving to exactly one device, and the SLA or service profile being the correct one. Most activation errors come down to one of these, and both are quick to check.
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 AMS 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 is physically installed, connected and powered on. The service can't be activated while the ONT is offline.
Step 3: Confirm the serial maps to exactly one ONT in AMS
Search for the ONT's serial number (for example, beginning with ALCL) in AMS. It should resolve to exactly one ONT. If it returns no match, more than one match, or looks mistyped, correct the serial on the order or resolve the missing or duplicate entry in AMS.
If you only see one ONT but still get an error, check for inactive or hidden records with the same serial, and for small formatting differences in the serial number. If the ONT was added manually in AMS, also check that the record is complete.
Step 4: Check the SLA or service profile is the correct variant
Confirm that the SLA or service profile on the order matches what is configured in AMS, and that it's the correct variant. A profile name can look right at a glance but still be the wrong version. If it doesn't match, correct the profile on the order.
Step 5: If this was a move or a re-order, release the old configuration first
If you're moving a customer or replacing their equipment, make sure the old ONT and its configuration are released before assigning the new one. A leftover configuration on the port can block the new service.
Step 6: Use Resend provisioning
Once the serial and profile are correct, open the order and select Resend provisioning. This usually activates the service, including when the network contract was previously terminated or out of sync.
Step 7: Confirm the service looks correct in AMS
After resending, check in AMS that the service has been set up correctly on the ONT.
What the Error Messages Mean
| Message you may see | What it usually means / what to try |
|---|---|
| "No or more than one ONT found for ONT with Serial Number..." (e.g. ALCL...) | The serial doesn't resolve to exactly one ONT in AMS. It may be missing, duplicated, mistyped, or have an inactive or hidden duplicate. Correct it so it maps to a single ONT, then resend. (Most common cause.) |
| "Only one template of type apc.isam.ont can be configured on this port" | There's already a configuration on that port in AMS, often left over from a previous service or ONT. Check the port in AMS and remove the old configuration, then resend. |
| Wrong SLA / service profile | The profile may be set to the wrong variant of an otherwise valid name. Check it against AMS, correct it, then resend. |
| Terminated or mismatched network contract | The network contract is out of sync with AMS. Use Resend provisioning, then confirm the service in AMS. |
| Missing template version | A required configuration template isn't available, so the service can't be built. Please raise a support ticket and we'll resolve 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.
To help us resolve it quickly, please include:
- The order number
- The ONT serial number (and how many matches it returns in AMS)
- Which OLT and port the ONT should be on
- The SLA or service profile on the order
- Whether one order or many orders are affected
- Whether the order followed a move, a re-order or a recent equipment change
- 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