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Table of Contents
Table of Contents . . . . . . . . . . . . . . . . . . . . . . . 2
Introduction . . . . . . . . . . . . . . . . . . . . . . .
. . 3
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Introduction
This document is designed to familiarize the BSNL
Technician with the Multiplay- Activation CD screens
and the expected erroneous state which he may run into
while using the application.
The purpose of the document is not to include or
provide training to the technician but to familiarize
him with various critical screens which may need his
extra attention.
The document should be used as a live document and
hence needs to be updated with the comments and inputs
from the technicians with issues they encounter at the
field.
To facilitate this all technicians are requested to
provide feedback with screen shots that support the
erroneous state of the application if they are not
listed in the current document.
Technicians are always expected to follow this guide
before they refrain to the warroom for any installation
issues.
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tab and find the CPE by choose the option Find the
device by serial number. If the CPE activated with
previous customers subscriber ID then select the
device and delete it. Please follow the screenshots.
* Then the Device will be pseudo activate in HDM
without the subscriber ID with new date & time. Ensure
that the device got activated before start
installation. If the Device is not deducting in HDM
console ping the URLs in Command prompt.
a) dvmgmt.acs.bsnl.co.in, b) bootstrap.acs.bsnl.co.in,
c) care.bsnl.co.in this are the URLs connecting CPEs to
Motive application.(If it is not pinging complaint to the NOC server
Team.)
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OUI
0085A0
PRODUCTCLASS
DSL gateway
SOFTWARE VERSION
V55.1.04.10
0085A0
DSL gateway
V55.1.04.01
00085C
DSL gateway
V55.1.03.06
00085c
96338W
V53.4.01.01_0940_0815073.08L.BSNL_02.
00085c
96338W
V53.4.01.01_1555_0706073.08L.BSNL_02.
1.00E+40
0015eb
0019c6
0015EB
0019C6
001b57
96338W
ZXDSL 531B
ZXDSL 531B
ZXDSL 831AII
ZXDSL 831AII
DNA-A211-I
V53.4.01.01
ZXDSL 531BIIV7.3.0f_D09_IN
ZXDSL 531BIIV7.3.0g_D09_IN
ZXDSL 831AIIV1.0.1i_D18_IN
ZXDSL 831AIIV1.0.1i_D18_IN
3.08.02.IB.02.01_1206_030308
001b57
001b57
3.08.02.UB.01.14_1357_100807
3.08.BSNL_02.01.02_tr64.
001b57
001bda
ADSL2+ Modem/Router
ADSL2+
Modem/Router
WA3002G4
WA3002G4
001bda
UT-300R2U
1059_102108-3.08L.BSNL_02.
001bda
WA-3002G4
00085c
96338W2
3.12L.BSNL_01.A2pB0
23k.d20k_rc2
3.12L.BSNL_01.A2pB023k.d20k_rc2
00D09E
002615
ZXDSL 531B
ADSL2+ CPE
ZXDSL 531BIIV1.0.1a_D39_IN
10.4.3.12.12
002615
ADSL2+ IAD
10.4.3.12.12
001AA9
ADSL2+ 4P CPE
10.4.3.12.12_SI
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1132_061507-3.08L.BSNL_02.
1132_061507-3.08L.BSNL_02.
001AA9
10.4.3.12.12_SII
00212c
DNA-A201BEI
3.12.01.SI.IB.06_1236_120909
00085C
10.4.3.12.12
001E40
ADSL2+ CPE
TYPE I
ADSL2+ CPE
TYPE II
10.4.3.12
In case the software version of the CPE with the technician does not match with the above listed ones, the
technician should download and upgrade the supported software version for the selected CPE from this webpage
http://motive.bsnl.co.in
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Welcome Screen- This screen instructs you to close all the applications including antivirus and
all firewall software. Please follow the instruction and make sure there are no proxy
applications, VPN software and firewall activated and running on the system.
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Minimum Requirement Check :- This screen does the minimum requirement check for the system
to support BSNL Broadband. The screen may take a while to complete the check and install required
software. Please be patient and do not press cancel or the close the button
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Select Install Type: - This screen expects you to enter the type of installation to be followed. If
selected Technician Install you will be prompted to enter the technician ID. If you are unaware of
the same please click the link New User/First Time Configuration link and continue with
the flow.
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Modem Selection Screen :- This screen allows you to select the correct modem for installation.
Please select the correct modem from the picture and continue with installation. Please make sure
that you do the right selection.
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1) Type of Connection :- This screen has the variants based on the modem detected by
the application, one for the Ethernet and USB and one for Ethernet and Wireless type of
modems.
For the second variant (For Ethernet and Wireless Modems/CPE) select the Wireless option if
the computer you are installing has a active wireless card with proper driver installation.
The application does not install the driver for the wireless card during installation. Else
select the Ethernet flow which is the default
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User Registration Screen: - This screen prompts you to enter the PPPoE username and Subscriber
Phone Number for the customer. Please ensure that you enter the complete PPPoE user name
including the domain address of the subscriber. Eg:- The data in this filed can be
rajaram2009@bsnl.in. The field Subscriber Phone Number expects you to enter the BSNL telephone
number for which the broad band connection is applied for. Ensure that you enter the telephone
number including the STD code. Eg:- The data in this field can be 08025806000
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E ) BSNL Activation CD will configure the Modem with the Username & Password using the TR 64
Commands
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F ) BSNL Activation CD will associate the subscriber ID with the Modem in HDM. (the HDM URL
is http://dvmgmt.acs.bsnl.co.in/hdm)
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NOTE :1) In future if the Subscriber faces any Kind of Internet Connectivity Issue. BSNL Self Support Tool
can be used to fix the problem.
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II) For Existing BSNL Subscriber follows the steps:Prerequisite for existing Subscriber installation:
The customers system has to be complied by the
following requirement,
a) The Computer might be Windows XP SP3 (or) Windows
Vista 32/64 bit (or) Windows 7 32/64 bit
Operating System.
b) The Internet Explorer version might be 7 or/and
above.
c) The Computer RAM (Memory) minimum 512 MB should
be there.
d) The Computer might be installed the Macromedia
Flash player.
e) The following URLs should be able to ping from
the customer PC. dvmgmt.acs.bsnl.co.in,
bootstrap.acs.bsnl.co.in, care.bsnl.co.in. (These
are the URLs connecting CPEs to Motive application. If it is not
pinging complaint to the NOC server Team.)
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A ) For the existing subscriber we have to use SSM tool. The SSM tool can be downloading from the
URL http://motive.bsnl.co.in, the following screen mentioned where to download the exe file.
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b) There are two types of installer files there, that is 32 bit and 64 bit. Customer has to be download
as per them OS version.
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C ) Subscriber has to download and run the SSM Installer by clicking the exe file.
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D) SSM Installer checks the internet connectivity assuming to be the Existing User.
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E) SSM Installer will check for the minimum requirement like OS, Internet Explorer, Macro Media
and Flash Player and RAM configuration. (Note: the SSM installer wont install the Flash Player by
automatically, if it is not in User Machine unlike the CD and it will exit the installation)
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F) SSM Installer fetches the PPPoE user name from the modem and the phone number and PPPoE
password from HDM and creates the profile in Subscribers PC. (This profile is Internal to Motive for
using in future by the Motive tool to troubleshoot the internet connectivity issue).
G) BSNL Activation CD completes installation and creates the shortcut of SSM tool on the desktop.
NOTE :1) In future if the Subscriber faces any Kind of Internet Connectivity Issue. BSNL Self Support Tool
can be used to fix the problem.
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Step 2: BSNL Self Support Tool will detect the Issue and You Have to Follow the Instruction. In the
Below Snapshot the BSNL Self support has Detected that Ethernet Cable is Not Connected and
Subscriber has to Check there Physical Ethernet Connectivity and they have to Click Next.
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Step 3 : After Following the Step 2 Procedure the Subscriber will get Successful Test.
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Step 4: In this Case BSNL Self support Toll has Detected that DSL Line Issue and Subscriber has to
Check there Physical DSL Connectivity and Later they have to Click Next.
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Step 5: After Following the Step 4 Procedure the Subscriber will get Successful Test.
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Step 6: In this Case BSNL Self-support Toll has Detected that PPPoE Username Credentials and
Subscriber has to Manually Re-Type the Username and Phone Number and Later they have to Click
Next.
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Step 7: After Following the Step 6 Procedure the Subscriber will get Successful Test.
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** Note:
If the all above troubleshoot was failed then the below screen will be appears with 16
digit services code. The customer has note down the number and he/she has call to Customer
Services Center for easy analysis the problem.
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* Go to the URL http://csc.bsnl.co.in/csc to open the Customer Services Console for the CSC
Engineer. And following the Screen shot to diagnose the issue.
1) Login to the CSC console by the URL http://csc.bsnl.co.in/csc. (this URL will work in only BSNL
intranet and DSL line.)
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2) Once Logged in, the Console will ask customers Subscriber ID.
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3) Home Screen of the Customer Service Console (CSC):This Home Screen displays the subscriber information on this location and phone-number.
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4) Service Console for Subscriber is Online (Online Telemetries):The online device with the Modem type and the serial number is displayed. Below which the various
features and Manageable options were listed.
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A) Device information:
This screen displays the device information and the CSR can get all the required information on the
Subscribers Modems Firmware version, Model number, Serial number and its last known WAN IP.
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B) Device Diagnostics:
This screen displays the device information on the Ethernet Connections and the DSL Status such as the
Ethernet port the subscriber is connected, line attenuation and the SNR values of the Line.
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C) LAN Settings:
The LAN IP of the subscribers Modem can be viewed on this Option. This becomes handy while analyzing
the LAN issues or DHCP issues of the Subscribers.
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E) Firewall Settings:
This feature helps the CSR to manage the Firewall settings of the Subscriber Modem. By this feature, the
CSR can enable the MAC address control on the LAN interfaces and include some MAC that to be
Permitted.
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H) Manage Firmware:
The CSR can use this option incase the firmware of the Modem has to be updated .The CSR with the
Update firmware image can upload the Image to the Modem and update.
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I) Reboot:
The CSR can reboot the modem remotely with this feature. The reboot will be mandatory on firmware
up gradation, PVC creation, Firewall settings and NAT Configuration.
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5. Offline Telemetry:
The CSC functionality becomes more critical on analyzing the issues of the Subscriber when
the Modem is not online. At that instant, Offline Telemetry will be useful to diagnose the issues
with the subscribers modem.
The Subscriber on running the Self-support tool installed will be guided with the Basic support
on connectivity of the Modem and DSL Synch, on further issues, the Self-Support tool will
generate a Services Code (find the screenshot on the SSM tool diagnostic page) which has to
be informed to the CSC engineer. CSC engineer can perform a diagnosis with the offline
telemetry feature using this 16 digit Services Code. On Entering this diagnostic Code, the exact
error /Issue of the Subscriber can be identified.
Below are the Offline Telemetry scenarios that are helpful for the CSC engineers:
1) Modem Reach ability
2) DSL Synch state
3) PPPoE Server Reach ability
4) Internet Connectivity
5) Server Authentication
6) DNS Servers reach ability
Note:And if any of the Above Setting Fails then only that Error will be Displayed Highlighted in RED
Color.
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Different Possibilities of the Error Scenarios has been shown with Screen Shot
1) Modem Reach ability:
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4) Internet Connectivity
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5) Server Authentication
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Informatory Screen requesting the User to Disable Firewall and Antivirus Products before the SelfSupport tool Installation
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Informatory Screen which detects the change in the Proxy settings of the Computer. Default settings
checked will be of No Proxy.
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Informatory Screen which detects the change in the Network settings of the Computer. Default settings
checked will be of LAN network with 192.168.1.0/24.
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