[GenieACS] ACS server can ping to CPE, but not refresh and return an error "Device Offline"

[Lê Văn Vượng]

Hi George,
Thanks for your suggestions.
1. I was try refresh one particular and get same error.
2. My devices have same softwave versions
3. Could you tell me what's folder i can see the logs, i can not find them

Best Regards,
-------------------------------------------
Vuong, Le Van (Mr.)

‐‐‐‐‐‐‐ Original Message ‐‐‐‐‐‐‐
On Wednesday, December 19, 2018 3:10 PM, George Chelidze <george.chelidze at magticom.ge> wrote:

> On 12/19/18 11:03 AM, Lê Văn Vượng wrote:
>
>> Hi George,
>> I was enable "Connection Request" on CPE device and ACS can reach CPE. However, just some devices can not refresh while other device still successful.
>
> To investigate what's the root cause of the problem you can use incremental approach:
>
> 1. Instead of hitting "Refresh" button, try to refresh one particular object and check if it's successful (InternetGatewayDevice.ManagementServer.PeriodicInformEnable seems to be a good candidate). If that works, you know that "Connection Request" mechanism works with this CPE so you can dig deeper.
>
> 2. Try to compare software versions between two devices (one for which refresh works with one for which it fails) maybe they are different. If this is the case, make sure that the same problem exists with other devices with the same software version.
>
> 3. Debug your ACS and CPE. In many cases you can find a lot of information in your logs.
>
> 4. Capture network trace on ACS and if possible on CPE, compare them. You'lll have a view of actual data transfered on the wire.
>
> 5. Discuss your findings with your vendor providing traces, debug logs, etc.
>
> Hope this helps.
>
> Regards,
>
> George
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