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Occasionally, you may be asked to help triage and debug operational issues with one of your embedded OCAs—for example, if the OCA is down or offline, or if there was an upgrade failure. Follow these steps to perform the triage.

In addition to the steps below, it is highly recommended to enable out of band access to the OCA as described in: Enabling out-of-band access to an offline OCA.

Note: if you are troubleshooting a customer streaming or traffic issue, see also these related articles:

Before you start

Gather the following items:

  • Cellphone or digital camera
  • USB keyboard and VGA monitor
  • Phillips head screwdriver

Triage / Firmware recovery process

Note: The videos below illustrate this same process.

  1. Connect a keyboard and mouse to the console on the OCA by following ONLY steps 1 and 2 in the article: Connecting to the console on an OCA
    • Note: You will be prompted for your Partner Portal login credentials to read this article.
  2. Without rebooting or pressing any key on the keyboard, take a picture of the console screen.
  3. Reboot the OCA.
    • Note: The boot sequence might take several minutes to complete.
  4. Take pictures - or preferably video, if possible - of the boot sequence. Note that the ticketing system has a 10MB file size limit.
    • The boot process should end with a 'login:' prompt. For example:

 

  1. If the console screen shows nothing for several minutes after power cycling / rebooting, see below for further instructions on additional photos to capture.
  2. Continue with step 3 of the article: Connecting to the console on an OCA to log in to the OCA.
  3. Follow the general steps in the article: Updating the IP address of an OCA to verify all of the network configuration information for the OCA. 
    • Take pictures of each step.
    • Modify the network configuration and re-IP the OCA if necessary.
    • Take pictures and make notes of any error messages that occur as you go.
    • Take pictures and make notes of the network information and light levels.
  4. Finally, either open a ticket via the Partner Portal, or append to an existing ticket if there is already a ticket related to your issue.
    • Include all notes, and attach all pictures and videos.
    • Reminder, the ticketing system has a 10MB file size limit.
  5. If the console never shows any content before or after rebooting, then please capture the following photos (pictures) of the OCA:

  • LCD panel (if it exists)

    LCDs have multiple pages in rotation. Take a picture of each page.

  • Any LED lights

    Also, provide an indication of state (solid or blinking).

  • PSU Lights

    Also, provide an indication of state (solid or blinking).

  • NIC lights
  • Front of OCA
  • Back of OCA
  • OCA serial numbers and hostname label

*Optional:  If there is another OCA at the site that is online, please connect the IPMI port by following these instructions: Enabling out of band

 

Videos

OCA Triage guide part 1

OCA Triage guide part 2

 

 

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