Re: (ASCEND) Max 4000 reboot w/ 7.0.3

[Tim Basher <basher@ces.cwru.edu>]

> We have a 4000 running 7.0.3 (stable for 2 weeks until now) load fti.m40.
> The last 2 days have seen 4 reboots.  We're running 7.0.3 on 3 other MAXEN
> (mix of 4000 & 4048's) with no problems.
> Fatal History on the trouble box lists the following
...
> WARNING:  Index: 175  Load: fti.m40 Revision: 7.0.3
>         Date: 03/07/1999.       Time: 13:50:14
>         Location: b0029a70 b009f7a8 b016ef40 b00716dc b0071a48 b0071aa8

After talking to some of the service representatives, here is what it means
in general terms.
 
The "Index:" is the general problem category.  Some of these are fairly
well known - "Index: 2" is typically an memory usage problem, "Index: 99"
is a system reset by operator.
 
The "Location:" is the system stack at the time of the fatal error.
The "Load:" and "Revision:" are necessary to allow an engineer to decipher
the stack trace.
 
The "Date:" and "Time:" allow you to match the log entry up with external
events you may be aware of.  For example, perhaps 10:00 is when a "Simpsons"
episode ends and you see a huge increase in the number of conection attempts.

You need to send this information to Ascend customer service.

Only Ascend developers will be able to fully decode the information.
The stack information is not much help to anyone else, but critical
to debugging the problem.

If you want to minimize the hassles, then I would recommend you send the
full "fatal-history" command output via e-mail to support@ascend.com.

Make sure you include your model number, part number, and serial number
for the MAX.  You can get these off the equipment.

You will then receive an email response indicating the ticket response
number assigned to your issue.  When you get back your ticket number,
which means that the information is now on hand with customer service,
call them at (800) 272-3634 between 6:00am and 6:00pm PST.  Make sure
you have your ticket number when you call.

If you don't get an email response within an hour - resend the message.
The response is automated and unless there are equipment or network
problems you should have response in less than five minutes.

++ Ascend Users Mailing List ++
To unsubscribe:	send unsubscribe to ascend-users-request@bungi.com
To get FAQ'd:	<http://www.nealis.net/ascend/faq>