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
Solution Overview
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 provisioning is particularly sensitive to two things: the ONT serial number resolving to exactly one device, and the SLA / service profile being the correct one. The majority of activation errors come down to one of these two details, and both are quick to check and correct yourself.
Step by Step
Work through these steps in order.
Step 1: 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 — no more, no less. If the serial returns no match, more than one match, or appears mistyped, this is the most common reason an order will not activate. Correct the serial on the order, or resolve the duplicate/missing entry in AMS, so that it maps cleanly to a single ONT.
Step 2: Check the SLA / service profile is the correct variant
Confirm that the SLA or service profile name on the order matches what is configured in AMS — and that it is the correct variant. A profile name can look valid at a glance but still be the wrong version (for example, the wrong variant of an otherwise correct name). If it does not match, correct the profile on the order.
Step 3: Use "Resend provisioning"
Once the serial and profile are correct, open the order and use the Resend provisioning option. If the network contract was previously terminated or out of sync, resending generates a fresh contract and typically activates the service.
Step 4: Confirm the new network contract looks correct in AMS
After resending, check in AMS that a new network contract has been created and that everything looks correct for the ONT. This confirms the service has been set up cleanly on the network.
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 |
|
"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, or mistyped. Correct it so it maps to a single ONT, then resend. (Most common cause.) |
|
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 existing contract needs to be regenerated. Use Resend provisioning to create a new one, then confirm it in AMS. |
|
Missing template version |
A required configuration template isn't available on our side, so the service can't be built. Please raise a support ticket — this one is for us to resolve. |
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 of how many matches it returns in AMS)
- The SLA / service profile name on the order
- The exact error message you are seeing (a screenshot is ideal)
- The steps you have already tried from this guide
See also related article: How to troubleshoot provisioning errors