- Preface
- Chapter 1: Overview of Cisco Prime Home 5.0.1
- Chapter 2: System Overview
- Chapter 3: Customer Support Overview
- Chapter 4: Working with Accounts
- Chapter 5: Working with Services
- Chapter 6: Performing Advanced Tasks
- Chapter 7: Reports
- Chapter 8: Administration Overview
- Chapter 9: Reviewing Audit Logs
- Chapter 10: Managing Bulk Operations
- Chapter 11: Troubleshooting Tools
- Appendix A: Subscription Import File Format
- Appendix B: Common Error Messages and Fault Codes
- Glossary
Cisco Prime Home User Guide, 5.0.1
Bias-Free Language
The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
- Updated:
- August 20, 2012
Chapter: Appendix B: Common Error Messages and Fault Codes
Common Error Messages and Fault Codes
This section covers the error messages and fault codes that you are most likely to see in Cisco Prime Home. Refer to the following topics for more information:
Error Messages
This topic describes the four most common error messages displayed by Cisco Prime Home and how to best deal with them.
Error Message Synchronization failed.
Explanation When either a device is informing or you are attempting to save changes to a device, a timeout occurs, resulting in one or more applications failing to complete their synchronization with the device.
Recommended Action Use the Synchronization tool to resolve this state:
1. 
From the left sidebar, expand the Advanced drop-down list and look for "Synchronization."
2. Skim the State column for the "Failed" notification.
3. Check the adjacent check box under the Pending Sync column.
4. Click Save to force that specific application to attempt to synchronize again.
These steps may clear the error and put things back on track before you need to resort to a reboot or other potentially service affecting measures.
Error Message Device could not be contacted.
Explanation This error implies that the physical connection to the device has been severed in some fashion. This could be either a connection issue or another problem within the confines of the customer premise. This message could also indicate network congestion or a variety of possible problems with the outside plant/Telco infrastructure.
Recommended Action Do the following:
1. Confirm that the CPE device is plugged in and powered up, and that the LED indicators for WAN connectivity are lit.
2. Unplug and reseat the Ethernet cable from both the wall jack and the CPE WAN port end of the cable.
3. Consider rebooting the CPE device (note that Cisco Prime Home has the means to trigger a reboot remotely).
4. Consider replacing the Ethernet cable if it appears faulty.
Error Message Unknown error during refresh. Retry later.
Explanation One or more web calls that populate the page contents failed. This symptom may manifest with no message at all and the page simply does not populate completely.
Recommended Action Do the following:
1. Reload the page.
2. If the problem persists, try clearing the browser cache, history, cookies, and so on. Then, reload the page again.
Error Message Device Not Supported
Explanation Prime Home 5.0.1 has changed how device support is controlled. In previous versions of the product, the system would attempt to work with any device that informed. This caused several problems:
–Synchronizing applications that are not supported on the device; for example, trying to push PPP settings to an STB device.
–Incorrectly pushing other values to a device; for example, pushing "Mixed" as the wireless security type when the device does not support it.
–Displaying UI elements for a device that are not applicable for that device; for example, displaying Time Blocking when the device does not support it.
–Calls to Cisco's operational support team when rogue devices cause problems with system resources.
The Prime Home management platform now employs a white-list for devices. This means that Cisco must explicitly enable support for each device type before devices of that type can be used by the system. If you select a device from the "find device" page and you are taken to a message indicating that your device is not supported, this is expected behavior for devices that have not been configured for your particular instance of Cisco Prime Home.
Recommended Action If you require support for a new device type, open a work request with the Prime Home Operational Support team. Please include the following information in your request:
–Manufacturer
–Product class
–Software version
–Hardware version
TR-069 Fault Codes
This topic describes the actions you should take when Prime Home displays either a TR-069 CPE or ACS fault code.
Error Message Refer to Table B-1 and Table B-2 for a list of the fault codes that are generated by CPE and ACS and displayed via the Prime Home user interface.
Explanation The device passing one of these codes has probably not been properly tested for interoperability with the Prime Home ACS.
Recommended Action Check for the following:
–A new device that was not previously being managed by Prime Home has been placed on the network and is attempting to interact with the ACS.
–An existing device loaded with new firmware from its manufacturer that has not had the benefit of proper testing and driver development has been placed on the network.
In either case, open a work request with the Prime Home group for information on interoperability testing procedures and services.
CPE Fault Codes
Table B-1 provides a complete listing of the CPE fault codes that can be displayed in Prime Home.
ACS Fault Codes
Table B-2 provides a complete listing of the ACS fault codes that can be displayed in Prime Home.
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