Troubleshooting Matrix

The following table provides some common roaming problems and how you might troubleshoot
them using Visibility Services.

Problem What Visibility Services Possible Reason(s) Possible Solution(s)

Shows
How You Might Know
• No activity in URA No wireless coverage
• "No Svc" indicator in area.
on phone.
• No activity in No roaming agreement • Contact
URA in place. operator about a
• "No Svc" roaming
indicator on agreement.
Subscriber
phone. • Subscriber may
cannot roam.
• Subscriber gets be able to use
recorded personal credit
message card for calls
indicating (based on
service not serving switch).
available.

• No activity in NPA-NXX not loaded • Contact roaming

URA in serving switch. partner about
• "No Svc" loading
indicator on numbers into
phone. switch.
• Roaming • Subscriber may
agreement is in be able to use
place. personal credit
card for calls
(based on
serving switch).

Subscriber is Have subscriber check

transmitting on wrong to see what band he is
band. on and change band, if
necessary.
URA shows subscriber Subscriber not Perform VLR Clearing to
still valid in previous removed from previous clear any old VLR
market. VLR. entries. (Note: VLR
Clearing valid only when
the serving switch is
pointing to the
FraudManager or ANSI-
41 call processor.)
URA shows validation Subscriber is denied • If the subscriber
status as negative. service by the HLR should be given
due to negative status. service, update
HLR locally and
 then check URA
activity to
confirm status.
• May need to
perform VLR
Clearing if
QualDir
message with
new profile is
not sent
immediately by
the home
switch.
URA shows a D-Profile Service is denied by • Apply pass-
being sent to the FraudInterceptor. through service
serving switch while an definition to MIN
I-Profile is being sent in Visibility
from the home. Services.
• Check URA
activity to
confirm.
• May need to
perform VLR
Clearing if
QualDir
message with
new profile is
not sent
immediately by
the home
switch.
Some routing URA shows Access • Serving switch Contact roaming partner
requests Denied: TCOS in the does not have to advise.
successful, but Result column. enough
others denied in available trunk
same market. lines to deliver
the call (e.g.,
during rush
hour).
• Serving switch
URA shows Resource does not have
Shortage in the Result an available
column. TLDN.
Subscriber can • HLR may be
make calls but sending
not receive message to
calls. the wrong
place due to
multiple
registrations or
border cell
issues.
• The subscriber
is not currently
 registered or
the current
location is
unknown. Check the subscriber's
• The profile for termination
subscriber's restrictions.
phone is not
authorized for
call delivery.
• The phone is
not active,
meaning it is
not registered,
it is out of
radio contact,
or it is
powered off.
• The phone
becomes
inactive, busy,
or unavailable
after the
serving switch
provided the
TLDN to the
HLR but
before the call
to the TLDN is
received by
the serving
switch (timing
issue).
• The
subscriber's
phone fails
authentication.
• The phone
has been
turned off.
Some serve
switches will
mark the
subscriber as
inactive in
their VLR but
not remove
the subscriber,
while other
switches will
remove the
subscriber
from the VLR.
Subscriber can Serving switch does • Check the
make calls but not recognize feature. subscriber's
can't use a URA report shows profile to
particular return errors such as determine if the
feature, such as "Op Not Supported" or feature is active.
three-way "Missing Parameter." • Check with
calling. roaming partner
to determine if
feature can be
used.
• Notify
subscriber.
Numerous • The phone
unrecognized has been
MIN errors in powered off.
the URA report. • The MIN's
entry in the
VLR was
deleted so it is
no longer
registered.
Numerous • HLR does not Contact roaming partner
MIN/HLR have the MIN to notify of routing error.
Mismatch loaded.
errors in the • MIN was Submit table update to
URA report. removed from Syniverse.
HLR and
placed in
another HLR
without
notifying
Syniverse via
a table update.
Op Not • Home carrier
Supported does not
errors on URA support
on Redirect (No redirection.
Answer) • Serving switch
messages sending
between the Subsystem
serve and Numbers that
home switches. the home
switch cannot
understand.
(SSN 8 is a
Rev. B+
parameter in
the message.)
• Serving switch
sending
incorrect
billing ID in the
redirect
message. It
must match
the billing ID in
the original
 call routing
request.

Serving MSCID The MSCID is not a Check the URA

does not mandatory parameter message detail to see
appear on in Rev. C messaging. the point code for the
some Only the point code is serving switch.
messages on required.
the URA report.

Roamer is The subscriber may be If the subscriber is valid,

negative in listed in the Negative restore his status with a
FraudManager File. This file is only Negative File update in
market, but not used by Visibility Services.
in other FraudManager.
markets.
Roamer The subscriber may be Home carrier should
initiates a located at the border contact the serving
series of of two switch coverage carrier to request
registration areas. The two switch removal or blocking the
attempts in a areas "fight" over the subscriber from
FraudManager signal, with one switch registering in one of the
market, but the picking up the roamer two switches.
URA shows him and registering the
as negative. phone, then the other
switch grabbing the
signal, with the HLR
sending a Cancel
Registration message
to the previous switch.
The subscriber
appears in the URA as
negative.
Registration Switch may not be Contact the Syniverse
messages sent provisioned in HotLine.
to Syniverse Syniverse call
call processor processor tables.
result in system
failure errors.