Troubleshooting Principles and Precautions
Troubleshooting Principles
Comply with the following principles when you analyze, locate, and rectify faults.
- Recover systems into the operational state as soon as possible.
- Collect fault data immediately and save the data to mobile storage media or a PC on the network.
- Before determining the fault handling solution, evaluate the solution's impact and preferentially ensure normal running of services.
- If a fault occurs on third-party hardware, refer to the documentation delivered with the hardware or contact the third-party vendor to rectify the fault.
- If you fail to locate the faulty point or rectify the fault according to manuals, refer to Asking for Help for technical support. Cooperate with Huawei engineers to rectify the fault, minimizing service interruption.
Troubleshooting Precautions
A maintenance engineer must read the following precautions before locating and troubleshooting faults:
Confirm whether the fault is emergency. If it is an emergency fault, recover the faulty module by using the pre-defined troubleshooting methods immediately, and then restore services.
Strictly conform to operation rules and industrial safety standards, ensuring human and device safety.
Record original information about any problem that occurs during troubleshooting. Do not delete data or logs without permission.
Analyze fault symptoms to find the causes. Before determining root causes, do not take actions. Otherwise, the impact may become greater.
- Obtain the customer's written authorization before collecting logs to ensure security and privacy of the customer network.
Record all the operations you have performed, especially the key operations such as restarting devices and clearing databases. Before performing the key operations, confirm the operation feasibility, back up data, and prepare the emergency and security measures. Only qualified personnel can perform key operations.
- Take ESD protection measures, for example, wear an ESD wrist strap when replacing or maintaining device components.
- After the system is recovered, observe the system running to confirm that the fault is rectified. Then, complete a report in a timely manner.