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Troubleshooting Calix SMx Operational Issues

Jennifer Trower Updated by Jennifer Trower

Read Time: 5 mins

The Calix SMx integration can experience a small number of recurring operational issues, including provisioning failures, delinquency mapping problems, incorrect template or policy map behavior, and unexpected re-provisioning.

This article helps you match the issue you are seeing to the most likely cause and provides troubleshooting steps for each scenario. For initial integration setup, see Calix SMx Integration: Overview.

Permissions

Before getting started with troubleshooting, your user roles will need to be adjusted to account for the permissions required to view and diagnose Calix SMx integration issues.

To run through the troubleshooting steps in this article, you need:

  • Role permissions to view the Calix SMx integration settings, inventory items, account services, and account network data.
  • Access to your SMx server to inspect templates, policy maps, and ONT state directly
  • Access to your Calix Cloud settings page (if you use Calix Cloud — see Step 1 to confirm)
If you're a Super Admin, you already have full Sonar-side access and no permission changes are needed. To learn more, see the Roles and Permissions article.
Entity Permission Why It's Required
Calix Integration View all Calix integrations Confirm SMx is the active integration and verify data service mappings to SMx templates.
Calix Cloud Settings View all Calix Cloud setups Confirm whether Calix Cloud is also configured alongside SMx.
Account Calix Service Details Read account calix service detail Review the Calix service detail attached to the subscriber account, including the applied template and policy map.
Account View accounts and related entities Open the subscriber account to view services, provisioning history, and account-level logs.
Inventory View all inventory Inspect the ONT inventory record, including its assigned data service.
Address View serviceable addresses Check whether a Serviceable Address change triggered re-provisioning.
Access Log Read view history Review the account audit log for the timestamp of the unexpected re-provisioning.

Troubleshooting Steps

Start with the symptom that matches what you're seeing.

Symptom-to-Cause Quick Reference

Symptom Most Likely Cause Go To
ONT not provisioning at all Device unreachable at provisioning attempt Step 2
Delinquent account is not being disconnected Delinquency Service mapping misconfigured Step 3
Wrong service template or policy map applied Template/policy map mismatch Step 4
Service re-provisioned unexpectedly Serviceable address change triggered re-provisioning Step 5
Unsure which integration is in use SMx vs. Calix Cloud confusion Step 1
Step 1: Confirm Which Integration You're Using

Before troubleshooting, confirm whether you are using the legacy SMx integration only or whether Calix Cloud is also configured. These integrations share infrastructure, but they use different settings pages and may behave differently.

  1. In Sonar, navigate to Settings > Integrations.
  2. Look for a Calix Cloud settings page.
    1. If a Calix Cloud settings page exists, Calix Cloud is configured in addition to SMx.
    2. If no Calix Cloud settings page exists, you are using the legacy SMx integration only.

This is important because some operational issues only apply to one configuration. For Calix Cloud setup details, see Integrating with Calix Cloud.

Step 2: ONT Not Provisioning at All

Use this step when a new account or service is created in Sonar, but the ONT does not provision and Sonar logs show a provisioning failure.

The most common cause is that the ONT was not reachable when Sonar attempted provisioning. Sonar checks that the ONT is reachable before applying templates.

Look for this log signature in Sonar:

Calix SMx service create attempt failed before verification.

To troubleshoot:

  1. Confirm the ONT is physically online and reachable from SMx.
  2. In SMx, verify that the ONT shows an active state and has no alarms.
  3. Once the ONT is reachable, retry provisioning from Sonar.
  4. If the ONT is reachable in SMx but Sonar still cannot provision it, confirm that Sonar’s egress IPs are whitelisted on the SMx user.
    For more information, see How Sonar Communicates - Egress IPs Explained.
Step 3: Delinquent Account Not Being Disconnected

Use this step when a subscriber becomes delinquent in Sonar, but their service is not throttled or disconnected on the Calix side.

This is usually caused by a Delinquency Service mapping issue.

To troubleshoot:

  1. In Sonar, navigate to Settings > Integrations > Calix SMx.
  2. Open the Delinquency Service mappings section.
  3. Confirm that a delinquency service template is mapped for the account’s data service.
  4. If no mapping exists, the integration does not have instructions for what to apply when the account becomes delinquent.
  5. In SMx, verify that the mapped template is configured to throttle or disconnect service as expected.
Sonar can reference the mapped SMx template name, but it cannot view the contents of the template. Template behavior must be reviewed directly in SMx.
Step 4: Wrong Service Template or Policy Map Applied

Use this step when the subscriber's service is provisioned, but the wrong template, policy map, or speed is applied.

To troubleshoot:

  1. Open the subscriber's account in Sonar.
  2. Confirm the data service assigned to the account.
  3. Navigate to Settings > Integrations > Calix SMx.
  4. Verify that the data service maps to the correct service template and policy map in SMx.
  5. Review the Sonar provisioning logs for the account.
    1. You should see log entries similar to:
      Service template and policy map to apply to ONT.{"service_template":"...","policy_map":"..."}
  6. Confirm the service template and policy map in the log match what you expected.
  7. Review the template contents directly in SMx.
    If the template name is correct but the subscriber receives the wrong behavior, the issue is likely within the SMx template itself.
Step 5: Service Re-Provisioned Unexpectedly

Use this step when a subscriber's service was provisioned and working, then re-provisioned without an explicit service change in Sonar.

This can be expected behavior. A change to the subscriber's Serviceable Address, including removing and re-adding the same address, can trigger re-provisioning because SMx treats the subscriber address as part of the provisioning identity.

To troubleshoot:

  1. Open the account’s audit log.
  2. Look for changes to the Serviceable Address around the time of the unexpected re-provisioning.
    1. If a Serviceable Address change is found, the re-provisioning was expected.
    2. If no Serviceable Address change is logged, open a support ticket and include the account ID and the timestamp of the unexpected re-provisioning.

SMx R26.1 and Newer

Beginning with SMx Release 26.1, the method used to upload billing and inventory data from SMx to Calix changed. The new method uses Calix Cloud API infrastructure instead of the previous SFTP-based process.

If you are on SMx 26.1 or newer and still using the legacy SFTP-based upload method, plan to migrate to the new API method.

Contact your Calix account representative for details specific to your environment.

Sonar Internal Behavior to Know

Sonar polls for Calix SMx alarms every 60 seconds. Recent changes or events may take up to a minute to appear in Sonar.

When to Open a Support Ticket

Open a ticket after working through the relevant step above if the issue persists. Include:

  1. The symptom and which step in this article you worked through.
  2. Account ID and inventory item ID (ONT ID).
  3. Timestamp of the failure or unexpected behavior.
  4. A snippet of the relevant Sonar provisioning log.
  5. Whether you're using SMx alone or SMx + Calix Cloud (from Step 1).
  6. SMx version.
  7. Confirmation that Sonar's egress IPs are whitelisted on the SMx user.

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