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ME60 Troubleshooting Guide V2.0 (VRPv8)

This document provides the maintenance guide of the device, including daily maintenance, emergence maintenance, and typical troubleshooting.

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Huawei uses machine translation combined with human proofreading to translate this document to different languages in order to help you better understand the content of this document. Note: Even the most advanced machine translation cannot match the quality of professional translators. Huawei shall not bear any responsibility for translation accuracy and it is recommended that you refer to the English document (a link for which has been provided).
User Fails to Access the Internet After Going Online

User Fails to Access the Internet After Going Online

Common Causes

Common causes are as follows:

  • The user is offline.
  • A link fault exists.

Troubleshooting Flowchart

The troubleshooting roadmap is as follows:

  • Check that the user is online.
  • Check that no link fault exists.

Figure 4-122 shows the troubleshooting flowchart.

Figure 4-122 Troubleshooting flowchart for user fails to access the internet after going online

Troubleshooting Procedure

Context

NOTE:
Save the results of each troubleshooting step. If the fault persists after following this procedure, Huawei will need these results for further troubleshooting.

Procedure

  1. Check that the user is online.

    Run the display access-user command to check whether the user is online.

    • If the user is online, go to Step 2.
      <HUAWEI> display access-user mac-address 0c45-badc-d586
        -------------------------------------------------------------------
        User access index             : 0
        State                         : Used
        User name                     : HUAWEI-03000000000000@test
        Domain name                   : test
        User backup state             : No
        RUI user state                : -
        User access interface         : GigabitEthernet3/0/0
        User access PeVlan/CeVlan     : -/-
        User access slot              : 3
        User MAC                      : 0c45-badc-d586
        User IP address               : 8.35.227.6
        User IP netmask               : 255.255.255.255
        User gateway address          : 8.35.1.1 
        User Authen IP Type           : ipv4/-/-
        User Basic IP Type            : -/-/-
        Server IP                     : 8.35.1.1      
        IPv6 address assignment mode    : -
        RA link-prefix                  : Disable
        Coa-zero-lease                : No
        User lease                    : 2018-10-29 08:06:50---2018-11-01 08:06:50
        Remain lease(sec)             : 258763
        User MSIDSN name              : -
        EAP user                      : No
        MD5 end                       : No
        MTU                           : 1500
        Vpn-Instance                  : -
        User access type              : IPOE 
        User authentication type      : Bind authentication
        Server-template of second acct: -
        Agent-Circuit-Id              : -
        Agent-Remote-Id               : -
        Access-line-id Information(dhcpv4 option82): -
        Current authen method         : No authentication
        Authen result                 : Success
        Current author method         : Idle
        Author result                 : Idle
        Action flag                   : Idle
        Authen state                  : Authed
        Author state                  : Idle
        Configured accounting method  : No accounting
        Quota-out                     : Offline
        Current accounting method     : No accounting
        Realtime-accounting-switch            : Close     
        Realtime-accounting-interval(sec)     : -
        Realtime-accounting-send-update       : No                  
        Realtime-accounting-traffic-update    : No                  
        Access start time             : 2018-10-29 08:06:50
        Accounting start time         : 2018-10-29 08:06:50
        Online time (h:min:sec)       : 00:07:17
        Accounting state              : Ready
        Idle-cut direction            : Both
        Idle-cut-data (time,rate,idle): 0 sec, 60 kbyte/min, 0 min 0 sec
        Ipv4 Realtime speed           : 0 kbyte/min
        Ipv4 Realtime speed inbound   : 0 kbyte/min
        Ipv4 Realtime speed outbound  : 0 kbyte/min
        Link bandwidth auto adapt     : Disable
        UpPriority                    : Unchangeable
        DownPriority                  : Unchangeable
        Multicast-profile             : - 
        Multicast-profile-ipv6        : - 
        Max Multicast List Number     : 4
        IGMP enable                   : Yes
        PIM-SM enable                 : No
        PIM-SM-V6 enable              : No
        User-Group                    : - 
        Next-hop                      : - 
        Policy-route-IPV6-address     : - 
        If flow info contain l2-head  : Yes
        Flow-Statistic-Up             : Yes
        Flow-Statistic-Down           : Yes
        Up packets number(high,low)   : (0,0)
        Up bytes number(high,low)     : (0,0)
        Down packets number(high,low) : (0,0)
        Down bytes number(high,low)   : (0,0)
        IPV6 Up packets number(high,low)     : (0,0)
        IPV6 Up bytes number(high,low)       : (0,0)
        IPV6 Down packets number(high,low)   : (0,0)
        IPV6 Down bytes number(high,low)     : (0,0)
        Service-type                  : -
        -------------------------------------------------------------------
    • If the user is offline, the user needs to go online again, or see Login Failure Troubleshooting for a solution.
      <HUAWEI> display access-user mac-address 0c45-badc-d586
      Info: No online user!

  2. Check that no link fault exists.

    Run the ping access-user command to check the connectivity between the user and servers.

    • If the ping operation succeeds, go to Step 3.
      <HUAWEI> ping access-user mac-address 0c45-badc-d58
      Info: ping user IP address
        PING 8.35.227.6: 56  data bytes, press CTRL_C to break
          Reply from 8.35.227.6: bytes=56 Sequence=1 ttl=255 time=5 ms
          Reply from 8.35.227.6: bytes=56 Sequence=2 ttl=255 time=2 ms
          Reply from 8.35.227.6: bytes=56 Sequence=3 ttl=255 time=2 ms
          Reply from 8.35.227.6: bytes=56 Sequence=4 ttl=255 time=2 ms
          Reply from 8.35.227.6: bytes=56 Sequence=5 ttl=255 time=1 ms
      
        --- 8.35.227.6 ping statistics ---
          5 packet(s) transmitted
          5 packet(s) received
          0.00% packet loss
          round-trip min/avg/max = 1/2/5 ms
      Info: ping IP address of the primary DNS server 
        PING 8.35.227.7: 56  data bytes, press CTRL_C to break
          Reply from 8.35.227.7: bytes=56 Sequence=1 ttl=255 time=5 ms
          Reply from 8.35.227.7: bytes=56 Sequence=2 ttl=255 time=2 ms
          Reply from 8.35.227.7: bytes=56 Sequence=3 ttl=255 time=2 ms
          Reply from 8.35.227.7: bytes=56 Sequence=4 ttl=255 time=2 ms
          Reply from 8.35.227.7: bytes=56 Sequence=5 ttl=255 time=1 ms
      
        --- 8.35.227.7 ping statistics ---
          5 packet(s) transmitted
          5 packet(s) received
          0.00% packet loss
       round-trip min/avg/max = 1/2/5 ms
      Info: ping IP address of the secondary DNS server
        PING 8.35.227.8: 56  data bytes, press CTRL_C to break
          Reply from 8.35.227.8: bytes=56 Sequence=1 ttl=255 time=5 ms
          Reply from 8.35.227.8: bytes=56 Sequence=2 ttl=255 time=2 ms
          Reply from 8.35.227.8: bytes=56 Sequence=3 ttl=255 time=2 ms
          Reply from 8.35.227.8: bytes=56 Sequence=4 ttl=255 time=2 ms
          Reply from 8.35.227.8: bytes=56 Sequence=5 ttl=255 time=1 ms
      
        --- 8.35.227.8 ping statistics ---
          5 packet(s) transmitted
          5 packet(s) received
          0.00% packet loss
       round-trip min/avg/max = 1/2/5 ms
      Info: ping IP address of the RADIUS authentication server
        PING 8.35.227.9: 56  data bytes, press CTRL_C to break
          Reply from 8.35.227.9: bytes=56 Sequence=1 ttl=255 time=5 ms
          Reply from 8.35.227.9: bytes=56 Sequence=2 ttl=255 time=2 ms
          Reply from 8.35.227.9: bytes=56 Sequence=3 ttl=255 time=2 ms
          Reply from 8.35.227.9: bytes=56 Sequence=4 ttl=255 time=2 ms
          Reply from 8.35.227.9: bytes=56 Sequence=5 ttl=255 time=1 ms
      
        --- 8.35.227.9 ping statistics ---
          5 packet(s) transmitted
          5 packet(s) received
          0.00% packet loss
       round-trip min/avg/max = 1/2/5 ms
      Info: ping IP address of the RADIUS accounting server
        PING 8.35.227.10: 56  data bytes, press CTRL_C to break
          Reply from 8.35.227.10: bytes=56 Sequence=1 ttl=255 time=5 ms
          Reply from 8.35.227.10: bytes=56 Sequence=2 ttl=255 time=2 ms
          Reply from 8.35.227.10: bytes=56 Sequence=3 ttl=255 time=2 ms
          Reply from 8.35.227.10: bytes=56 Sequence=4 ttl=255 time=2 ms
          Reply from 8.35.227.10: bytes=56 Sequence=5 ttl=255 time=1 ms
      
        --- 8.35.227.10 ping statistics ---
          5 packet(s) transmitted
          5 packet(s) received
          0.00% packet loss
       round-trip min/avg/max = 1/2/5 ms
    • If the ping operation fails, rectify the link fault. If the fault persists, go to Step 3.
      <HUAWEI> ping access-user mac-address 0c45-badc-d58
      Info: ping user IP address
        PING 8.35.227.6: 56  data bytes, press CTRL_C to break
          Request time out
          Request time out
          Request time out
          Request time out
          Request time out
      
        --- 8.35.227.6 ping statistics ---
          5 packet(s) transmitted
          0 packet(s) received
          100.00% packet loss
      Info: ping IP address of the primary DNS server 
        PING 8.35.227.7: 56  data bytes, press CTRL_C to break
          Request time out
          Request time out
          Request time out
          Request time out
          Request time out
      
        --- 8.35.227.7 ping statistics ---
          5 packet(s) transmitted
          0 packet(s) received
          100.00% packet loss
      Info: ping IP address of the secondary DNS server
        PING 8.35.227.8: 56  data bytes, press CTRL_C to break
          Request time out
          Request time out
          Request time out
          Request time out
          Request time out
      
        --- 8.35.227.8 ping statistics ---
          5 packet(s) transmitted
          0 packet(s) received
          100.00% packet loss
      Info: ping IP address of the RADIUS authentication server
        PING 8.35.227.9: 56  data bytes, press CTRL_C to break
          Request time out
          Request time out
          Request time out
          Request time out
          Request time out
      
        --- 8.35.227.9 ping statistics ---
          5 packet(s) transmitted
          0 packet(s) received
          100.00% packet loss
      Info: ping IP address of the RADIUS accounting server
        PING 8.35.227.10: 56  data bytes, press CTRL_C to break
          Request time out
          Request time out
          Request time out
          Request time out
          Request time out
      
        --- 8.35.227.10 ping statistics ---
          5 packet(s) transmitted
          0 packet(s) received
          100.00% packet loss

  3. Collect the preceding check results and contact Huawei technical support engineers.

Relevant Alarms and Logs

Relevant Alarms

None

Relevant Logs

None

Translation
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Updated: 2019-11-20

Document ID: EDOC1000175918

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