Troubleshooting Port Activation
At times your Port may not come up after the data center has completed your cross connect to the Megaport demarcationThe demarcation point is the physical point at which the Megaport network ends and the customer network begins. Generally, this is a floor/rack/port assignment for an optical port.. The most common reason for this is swapped fiber polarity, but there are additional checks that you can perform to confirm.
You can verify Port status from the Megaport Portal. On the Services page in the Portal, find the Port and mouse over its icon. A message displays the status of the service. (The color of the icon also indicates the service status.)
|Provide the LOALetter of Authorization.
Customers present the LOA to their data center provider to establish the physical cross-connect from their data center services to their Port. The LOA is provided via the Megaport Portal when a customer provisions a new Port. to the data center
|After you order a Port, an LOA is automatically generated and available for download on the Megaport Portal. This PDF document includes the patching details for the Megaport end and is required when placing a cross connect with the data center. New Ports are not active until the data center operator establishes the physical cross connect from your network device to the Port.|
|Verify the Tx and Rx optical levels on the device||Check the transmitted (Tx) and received (Rx) light levels. When no signal is received from the far-end (Megaport) device, it could indicate that the polarity has been reversed. If no light is received from the Megaport end, verify the fiber polarity (next).|
|Verify physical connections with the data center||For new services
|Verify auto-negotiation on the network interface||Auto-negotiation is the ability of a network interface to automatically coordinate its own connection parameters (speed and duplex) with another network interface. Auto-negotiation is usually the preferred setting for configuring management ports. However, if the negotiation fails, mismatched network interface settings can severely impact network performance.
If the troubleshooting actions do not resolve your issue, contact support. Before requesting assistance, collect the following information.
- Troubleshooting results – Provide all troubleshooting steps taken in detail. For example, if loops were placed, note their location and which direction they faced.
- Service ID – The Megaport Service ID is a unique 8-digit alphanumeric code located next to each service in the Services page of the Megaport Portal.
- Data center cross connect completion notice – Customers receive a completion notice from the data center once the cross connect is installed. The notice includes the data center cross connect order number, which Megaport requires to provide to the data center technician.
- Data center cross connect order number (data center ticket number) – Provide any existing ticket reference numbers that you have opened directly with the data center.
Data center ticket reference and cable ID – Megaport requires specific information to identify the cross connect in question and any troubleshooting that was performed in case Megaport needs to open a ticket with the data center. Before contacting Megaport:
- Collect the cross connect order reference number, troubleshooting ticket number, and cable ID
- Confirm if the connectivity is correct from the device to the Megaport demarcation point
- Confirm whether a carrier is used for this connection
The cable ID is assigned by the data center to each cross connect and is usually located on a tag or small card that attaches to the cross connect cable. The data center will also provide the ID upon the completion of a cross connect to the ordering party.
When a field service technician is needed onsite at the data center, see Customer Field Services for details.