Common Error Messages and Fault Codes
This article covers error messages and fault codes occasionally encountered. Also see, System Messages.
Error Messages
This topic describes the four most common error messages displayed by Device Manager and how to best deal with them.
Error Message -- Synchronization failed
Explanation
When either a device is informing or you are attempting to save changes to a device, a timeout occurs, resulting in one or more applications failing to complete their synchronization with the device.
Recommended Action
Use the Synchronization tool to resolve this state:
- From the left sidebar, expand the Expert drop-down list and select, Synchronization.
- Skim the State column for the Failed notification.
- Check the adjacent check box under the Pending Sync column.
- Select Save to force that specific application to attempt to synchronize again.
These steps might clear the error and put things back on track before resorting to a reboot or other potentially service affecting measures becomes necessary.
Error Message -- Device could not be contacted
Explanation
This error implies that the physical connection to the device has been severed in some fashion. This could be either a connection issue or another problem within the confines of the customer premise. This message could also indicate network congestion or a variety of possible problems with the outside plant/Telco infrastructure.
Recommended Action
- Confirm that the CPE device is plugged in and powered up, and that the LED indicators for WAN connectivity are lit.
- Unplug and re-seat the Ethernet cable from both the wall jack and the CPE WAN port end of the cable.
- Consider rebooting the CPE device (note that Device Manager has the means to trigger a reboot remotely).
- Consider replacing the Ethernet cable if it appears faulty.
Error Message -- Unknown error during refresh. Retry later.
Explanation
One or more web calls that populate the page contents failed. This symptom can manifest with no message at all and the page simply does not populate completely.
Recommended Action
Reload the page. If the problem persists, try clearing the browser cache, history, cookies, and so on. Then, reload the page again.
Error Message -- Device Not Supported
Explanation
Device Manager v5.1.x has changed how device support is controlled. In previous versions of the product, the system would attempt to work with any device that informed. This caused several problems:
- Synchronizing applications that are not supported on the device; for example, trying to push PPP settings to an STB device.
- Incorrectly pushing other values to a device; for example, pushing "Mixed" as the wireless security type when the device does not support it.
- Displaying UI elements for a device that are not applicable for that device; for example, displaying Time Blocking when the device does not support it.
- Excessive calls to the Adtran support team when rogue devices cause problems with system resources.
The Device Manager management platform now employs a white-list for devices. This means that Adtran must explicitly enable support for each device type before devices of that type can be used by the system. If you select a device from the find device page and you are taken to a message indicating that your device is not supported, this is expected behavior for devices that have not been configured for your particular instance of Device Manager.
Recommended Action
If you require support for a new device type, open a work request with the Adtran Customer Support team. Please include the following information in your request:
- Manufacturer
- Product class
- Software version
- Hardware version
TR-069 Fault Codes
This topic describes the actions you should take when Device Manager displays either a TR-069 CPE or ACS fault code.
The tables below help distinguish fault codes that are generated by CPE vs. by the ACS. Codes are displayed via the Device Manager user interface.
Explanation
The device passing one of these codes has probably not been properly tested for interoperability with the Device Manager ACS.
Recommended Action
Check for the following:
- A new device that was not previously being managed by Device Manager has been placed on the network and is attempting to interact with the ACS.
- An existing device loaded with new firmware from its manufacturer that has not had the benefit of proper testing and driver development has been placed on the network.
In either case, open a work request with the Adtran for information on interoperability testing procedures and services.
CPE Fault Codes
The following table provides a complete listing of the CPE fault codes that can be displayed in Device Manager.
CPE Fault Codes Table
| Fault Code | Description | Type |
|---|---|---|
|
9000 |
Method not supported |
Server |
|
9001 |
Request denied (no reason specified) |
Server |
|
9002 |
Internal error |
Server |
|
9003 |
Invalid arguments |
Client |
|
9004 |
Resources exceeded (when used in association with SetParameterValues, this must not be used to indicate parameters in error) |
Server |
|
9005 |
Invalid parameter name (associated with Set/GetParameterValues, GetParameterNames, Set/GetParameterAttributes AddObject, and DeleteObject) |
Client |
|
9006 |
Invalid parameter type (associated with SetParameterValues) |
Client |
|
9007 |
Invalid parameter value (associated with SetParameterValues) |
Client |
|
9008 |
Attempt to set a non-writable parameter (associated with SetParameterValues) |
Client |
|
9009 |
Notification request rejected (associated withSetParameterAttributes method) |
Server |
|
9010 |
Download failure (associated with Download, TransferComplete, or AutonomousTransferComplete methods) |
Server |
|
9011 |
Upload failure (associated with Upload, TransferComplete, or AutonomousTransferComplete methods) |
Server |
|
9012 |
File transfer server authentication failure (associated with Upload, Download, TransferComplete, or AutonomousTransferComplete methods) |
Server |
|
9013 |
Unsupported protocol for file transfer (associated with Upload and Download methods) |
Server |
|
9014 |
Download failure: unable to join multicast group (associated with Download, TransferComplete, or AutonomousTransferComplete methods) |
Server |
|
9015 |
Download failure: unable to contact file server (associated with Download, TransferComplete, or AutonomousTransferComplete methods) |
Server |
|
9016 |
Download failure: unable to access file (associated with Download, TransferComplete, or AutonomousTransferComplete methods) |
Server |
|
9017 |
Download failure: unable to complete download (associated with Download, TransferComplete, or AutonomousTransferComplete methods) |
Server |
|
9018 |
Download failure: file corrupted (associated with Download, TransferComplete, or AutonomousTransferComplete methods) |
Server |
|
9019 |
Download failure: file authentication failure (associated with Download, TransferComplete, or AutonomousTransferComplete methods) |
Server |
|
9800-9899 |
Vendor-defined fault codes |
— |
ACS Fault Codes
The following table provides a complete listing of the ACS fault codes that can be displayed in Device Manager.
| Fault Code | Description | Type |
|---|---|---|
|
8000 |
Method not supported |
Server |
|
8001 |
Request denied (no reason specified) |
Server |
|
8002 |
Internal error |
Server |
|
8003 |
Invalid arguments |
Client |
|
8004 |
Resources exceeded |
Server |
|
8005 |
Retry request |
Server |
|
8800 - 8899 |
Vendor-defined fault codes |
— |