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Re: (ASCEND) Fatal Error on Max4048 with V6.1.3
> I have been using V6.1.3 on Max4048 for more than couple weeks and it
> reboot (finally) last night with :
>
> FATAL ERROR: Index: 1 Load: ftik.m40 Revision: 6.1.3
> Date: 07/23/1998. Time: 20:30:02
> Location: b001c4e4 b001cc80 b001cd00 b018a2b4 b018c5cc b00711a4
>
> Anyone know what it means ?
After talking to some of the service representatives, here is what it means
in general terms.
The "Index:" is the general problem category. Some of these are fairly
well known - "Index: 2" is typically an memory usage problem, "Index: 99"
is a system reset by operator.
The "Location:" is the system stack at the time of the fatal error.
The "Load:" and "Revision:" are necessary to allow an engineer to decipher
the stack trace.
The "Date:" and "Time:" allow you to match the log entry up with external
events you may be aware of. For example, perhaps 10:00 is when a "Simpsons"
episode ends and you see a huge increase in the number of conection attempts.
You need to send this information to Ascend customer service.
Only Ascend engineering will be able to fully decode the information.
The stack information is not much help to anyone else.
If you want to minimize the hassles, then I would recommend you send the
fatal error log via e-mail to support@ascend.com.
Make sure you include your model number, part number, and serial number
for the MAX. You can get these off the equipment.
You will then receive an email response indicating the ticket response
number assigned to your issue. When you get back your ticket number,
which means that the information is now on hand with customer service,
call them at (800) 272-3634 between 6:00am and 6:00pm PST. Make sure
you have your ticket number when you call.
If you don't get an email response within an hour - resend the message.
The response is automated and unless there are equipment or network
problems you should have response in less than five minutes.
This reduces the number of exchanges you need to go through with them
and so reduces the time you have spend on the problem - which for busy
people is an important consideration.
Make sure you follow up. If the problem is determined to be a bug, then
make sure the technician gives you the "TR" number that was assigned.
The "TR" number is not the same as your ticket number.
If you don't have the "TR" number, then you won't know what to watch for
in the release notes to see if your problem was solved.
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