Common Issues
Most IZO™+ Multi Cloud Connect issues fall into a handful of patterns: an order that has not reached Active, a connection whose cloud side is not yet accepted, a BGP session that is not up, throughput that has run out of headroom, or continued cloud charges after a termination. This page gives the quick check for each, and points to the detailed playbook.
How to use this page
Start here to identify the pattern, run the quick check, and follow the link to the deeper page if the quick check does not resolve it. Throughout, the diagnostic tools are the TCx portal views (Inventory, Dashboard, At a glance and the reports) and the request types in Support & Maintenance. Where a fault is on the Tata Communications side of a correctly configured service, raise an incident; where a parameter is wrong or the cloud side is not yet configured, correct it first.
The most common patterns
|
Symptom |
Likely cause |
Quick check |
Go deeper |
|
Service is not yet usable / cannot raise a change |
The service has not reached Active (MACD is only possible on an Active service). |
Check the service state in Inventory. If it shows Provisioning Failed, Tata Communications completes it manually and it proceeds to Provisioned then Active. |
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|
Connection shows down at the cloud end |
The hosted connection or virtual circuit has not been accepted, or BGP is not configured, in the cloud console. |
Confirm the cloud-side connection has been accepted and the correct key or account identifier was used. |
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|
BGP session will not establish |
ASN or peer-address mismatch, or the cloud-side peering is not up. |
Confirm you are peering with the Tata Communications ASN 4755 and that your own ASN and addressing match what was ordered. |
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Routes not reachable although BGP is up |
Expected prefixes are not being advertised or accepted. |
Compare the prefixes you advertise and expect against the routes configured for the service. |
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Slow or congested connection |
The link is near its provisioned bandwidth, or there is loss on the path. |
Read Utilisation Max and Discards on the At a glance view; if utilisation is high, plan a bandwidth change. |
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|
Cloud provider still charging after termination |
The cloud-side hosted connection, virtual circuit or gateway was not deleted. |
Terminating in TCx does not remove cloud-side objects; delete them in the cloud console. |
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Cannot find a service in the portal |
Searching by an unfamiliar identifier. |
Use Global Search with Service Id, Site ID, Site Name, Location or Alias; set Aliases to make services easy to find. |
When to raise a ticket
If the quick check does not resolve the issue, raise an incident from Support & Maintenance or from the service in Inventory, describe the symptom, attach any evidence (for example an exported report), and nominate the contacts who should receive updates. A correctly configured service that still fails is Tata Communications’ to fix; an incorrect or missing parameter, or cloud-side configuration, is the customer’s to correct.