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Operations Troubleshooting Guide: Verify and Identify The Issue

The document provides guidance on troubleshooting issues with the Facebook Network Appliance (FNA). It includes steps to verify and identify potential issues using a diagram, such as checking that the FNA cluster is reachable on the internet and validating router and circuit configurations. It also includes details on what to include when reporting an issue to Facebook, such as the ISP name, cluster information, problem description, and any additional troubleshooting steps already taken.

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IgorCoelho
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© © All Rights Reserved
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207 views

Operations Troubleshooting Guide: Verify and Identify The Issue

The document provides guidance on troubleshooting issues with the Facebook Network Appliance (FNA). It includes steps to verify and identify potential issues using a diagram, such as checking that the FNA cluster is reachable on the internet and validating router and circuit configurations. It also includes details on what to include when reporting an issue to Facebook, such as the ISP name, cluster information, problem description, and any additional troubleshooting steps already taken.

Uploaded by

IgorCoelho
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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O p e r a t i o n s Tr o u b l e s h o o t i n g G u i d e

Facebook Network Appliance (FNA)

Verify and Identify the Issue


Use the diagram to understand troubleshooting as applied to the components of the Facebook Network Appliance (FNA).

Use the steps in the diagram together with the notes below to identify and narrow down the root cause of your issue:
Verification Detailed Checks
Go to the Network Partners Portal, URL: https://partners.facebook.com/network/ Was the Looking Glass tool checked to verify whether the cluster
and look at each of your FNA clusters in Caching > Manage FNA. prefix is announced to the Internet?
Verify if each FNA cluster is reachable from the Internet. Ping server IPs. Were prefixes removed from BGP?
Was any maintenance performed on your network?
Is it verified that the switch is powered on and that there are no
power outages?
Validate configurations on the Edge router. Verify if Edge router ports are up. Are you advertising the prefixes to the FNA?
Can you ping P2P uplink IP?
Are the BGP sessions (v4/v6) with the FNA established?
Verify that the circuits in the bundle have optimal optical power. Are the FNA ports on your Edge router incrementing errors?
Were there any changes in equipment configuration?
Were (or are) the ports on your Edge router that are connected to
the FNA flapping?
Validate if the FNA equipment is pingable from your network. Can you ping P2P Local IP from an external Looking Glass server?
Can you ping P2P Local IP from the Edge router?
Can you ping the servers from the Edge router?
Validate if all servers are powered on and have an Ethernet link up to the switch. Are the servers powered on?
Are the DAC cables connected to both sides: switch and server?
Was there an audible click when the DAC cable was re-inserted?
Is the NIC card verified for connectivity? Are the lights green?

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Facebook Network Appliance Operations Troubleshooting Guide Ver 1

Report the Issue


If a ticket needs to be opened, use the form below to gather information below, then open a ticket via a method below:
●● Send an email to [email protected]
●● Log into the Network Partner Portal, URL: https://partners.facebook.com/network, and go to Support tab > Create
Ticket
Category Notes
ISP name

AS number

Network operations center (NOC) contact handling this issue


- Provide name and title
- Provide email address
- Provide phone number

Cluster information
- Cluster name
- BGP peering IP

Description of issue
- What is the problem?
- When was the problem detected first time? (timestamp, time zone)
- Any power outages before issue started?
- Any config/network changes on the peering and network nodes?

Additional details
- Any step you can’t test-run?
- Any ping, traceroutes, pictures from equipment, etc.?

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