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NJEDge.Net Procedures for Trouble Reporting for ATM
Connected Members. (June 2008) 

Please print this document so that
it will be available during network outages 

When you experience a network problem, its necessary
to perform initial tests to best understand what has happened. 

 

Step 1: Test your connection to
NJEDge 

 

Members connected to the NJEDge Halsey Street Router
should ping 130.156.34.132. 

Members connected to the Camden Router should ping 130.156.34.131 

 

Was the ping successful?

YES: A successful reply indicates that
your Circuit is up and running. Skip Step 2 & 3 and go to Step 4
Notify the NJEDge office
NO: If the ping was unsuccessful, this
indicates a POTENTIAL problem between your Router and the NJEDge.Net
Network. Further troubleshooting is required prior to calling Verizon
for a circuit problem. Go to Step 2

 

Step 2: Check the ATM Interface(s) 

 

From the Router that connects to the NJEDge Network
ensure that the ATM interface is displaying Line Up Protocol UP.

ATM interface is UP:
The issue is probably not on your side. Proceed to step 3
ATM interface is DOWN: There is an issue
with your ATM interface. Please replace the interface with a spare.

 

Step 3: Launch trouble ticket with Verizon DSAC (Data
Services Assurance Center) 

 

 

If the procedures
in Step 1 determine the ATM and equipment interfaces on your campus
are ok, it is likely that the incoming circuit is experiencing a trouble. 
Proceed to contact Verizon as indicated below and have your Circuit
ID available when placing that call.

ATM DSAC Hotline:   (800) 541-3622       

 

When calling the Data Services Assurance Center (DSAC), please provide
the following information to the Technician: 

 

Type of Data
Service reported (SES/TLS or ATM.) 

Circuit ID # and Site Address 

Description of Trouble 

Advise if customer provided equipment has been checked 

Advise if intrusive testing can be performed 

Site Access Information: Site Access Times and Site Contact Information 

Mention your participation in the NJEDge.Net consortium 

 

The Data Technician will provide you with a Verizon Data Services Trouble
Ticket number.

 

 

Step 4: Notify the NJEDge
Office

Please send an email to trouble@njedge.net
with the date of trouble, institution, ticket number (only if you had
to follow Step 3), name and contact details of contact person and a
detailed description of the problem. If the issue is critical then please
call the NJEDge Office at (973) 596-5490 with the same information.
Maintain a written narrative and email trouble@njedge.net after the
issue is resolved.

 

 

Step 5: Next steps: Escalation (only
if you followed step 3)  

 

Request for
Status or Escalation Procedures: 

 

To inquire about the status of your trouble: 

Call
the ATM DSAC Center at the number shown above and ask for the trouble
status using the Verizon Trouble Ticket number provided. If you are
not satisfied with the status or for other reasons wish to escalate
the problem, please ask to speak with a Supervisor in the Data Maintenance Center.