Internal Information
Error 001: Transaction Sent
- 001 is equivalent of a Sent on phone transactions
- This is not an error code
- Appears in Site 44 accounts as a response code
Error 005: Timeout
Possible Cause: ICOMS or WebTools Maintenance
Corrective Action:
Corrective Action:
- Check Outages in this knowledgebase for ICOMS or WebTools maintenance
- Balance the account in ICOMS
Error 101: Account Not Created
Possible Cause: Username or modem did not transition; conversion failure when ICOMS entry was not created in WebTools (IAB)
Corrective Action:
Corrective Action:
- Ensure WebTools has an ICOMS instance listed for the account; create one if one does not exist
- Verify the UID listed on the Data User Tab is correct and has a valid password
- Make sure the UID is in WebTools (IAB); if not, balance the account
- Verify the correct modem and MAC address are on the account
- If the MAC address or serial number are incorrect, or the modem is not on the Equipment Tab, contact your Lead or Supervisor to have the equipment corrected
Error 104: Modem already Assigned to Another Account
Possible Cause: Modem was added to ICOMS while it was assigned to a prior customer
Corrective Action:
Corrective Action:
- Contact a Lead or Supervisor to perform the following steps:
- Equipment returned and re-added to the proper account
- A technician is not required; this is resolved internally
Error 105: Invalid Modem Identifier
Possible Causes: MAC address and/or serial number is not the correct length, or the MAC is not assigned to a modem
Corrective Action:
Corrective Action:
- Contact a Lead or Supervisor to perform the following steps
- Have the MAC address corrected
- A technician is not required; this is resolved internally
Error 106: Modem Identifier not Found
Possible Cause: Modem is marked as inactive in ICOMS and does not exist in WebTools
Corrective Action:
Corrective Action:
- Remove and re-add the equipment occurrence
- A technician is not required; this is resolved internally
Error 109: Miscellaneous Error
Possible Causes: Multiple or duplicate transaction errors. Check for a space before the account name
Corrective Action:
Corrective Action:
- Addressing any other error on the account will resolve Error 109
Error 111: Invalid Username
Possible Cause: Username entered in all capital letters, with invalid characters or in the wrong format
Corrective Action:
Corrective Action:
- Enter a username that meets our security standards and resend the login
- Grande Usernames must confirm to the following standards
- Must be from 3 to 16 alpha-numeric characters in length
- Must begin with a letter (not a number)
- Must be entered in lowercase in ICOMS
- One Period ( . ) and an underscore (_) are allowed; however the username cannot end with these characters
- Can not end in an Underscores ( _ ) and special characters are NOT permitted
- Email address which may be interpreted as our official company email addresses are never permitted
- Examples: customerservice@mygrande.net, emailadmin@mygrande.net, admin@mygrande.net, techsupport@mygrande.net, etc.
- Usernames must confirm to the following standards
- Must be from 3 to 32 alpha-numeric characters in length
- Must begin with a letter
- Cannot contain special characters (# $ ^ %, etc)
- Must be entered in lowercase letters
- Periods ( . ) and hyphens ( - ) are allowed
- Underscores ( _ ) are not allowed
- Enter a username that meets our security standards and resend the login
Error 113: Invalid ISP
Possible Cause: The service code is not built in the HSD interface
Corrective Action: Check the occurrence returning the error for the correct service code; if the code and occurrence do not match, the account will not balance
Corrective Action: Check the occurrence returning the error for the correct service code; if the code and occurrence do not match, the account will not balance
Error 401: Invalid Password
Possible Causes: Password is not the correct length or contains invalid characters
Corrective Action:
Corrective Action:
- Passwords must confirm to the following standards:
- Must be 6 to 8 characters in length
- Must begin with a letter or number
- Cannot contain special characters (# $ ^ %, etc)
- Can (but need not) contain any printable character from the keyboard
- Enter a password that meets security standards and resend the login
Error 402: Username already in Use
Possible Causes: Username is owned by another customer or conversion left the username under CBOSS ownership
Corrective Action: Change the UID on the account to a unique UID, if applicable
Corrective Action: Change the UID on the account to a unique UID, if applicable
- If the username does not belong to the customer, check WebTools (IAB) to find the correct user
- Change the UID on the account; this should not affect the WebTools (IAB) instance
- Resend the changed UID and check WebTools (IAB) to make sure it was created
- Change the password
- If the Sales ID is incorrect, have it corrected in WebTools (IAB)
- Change the password
Error 403: Username or Account not Created
Possible Causes: Account was not built properly or username / account did not move from legacy billing systems to ICOMS
Corrective Action:
Corrective Action:
- Check the PT screen in ICOMS to verify these commands were successful
- HSDORD_CRT
- HSDSUB_CRT
- EQP_CRT
- EQP_UPD
- If HSDORD_CRT command exists on the account and has failed, Verify that all of the codes are placed correctly and make sure all of the equipment is provisioned properly then balance the account
- Make sure there is an ICOMS instance for the account in the IAB; create one if there is not
- Resend Login from the ICOMS DU screen
- If the UID is not on the DU screen, make sure it exists in the IAB
- If it has the incorrect Sales ID, make the corrections
- If the Sales ID is correct, add the username to the DU screen, then change the password
Error 404: Attempting to Modify an Inactive Account
Possible Causes: Customer recently came out of collections or the account is not active
Corrective Action:
Corrective Action:
- Make sure the account has the correct service codes
- Make sure the username is marked as active in ICOMS
- Make sure the modem is marked as active in ICOMS
- Go to the PT screen and obtain the ISP registration number
- In IAB Admintools, select the ICOMS entry and enter the ISP registration number
- The number must be 11 digits - remember to remove the leading zero from the ICOMS ISP registration number
- Verify the acct_status is active
Error 405 - ICOMS account number mismatch
Possible Causes: TiVo box account number was not built properly into Webtools
Corrective Action - update the account info in Webtools:
Corrective Action - update the account info in Webtools:
- Make sure the account has the correct service codes
- Go to the BX screen and obtain the TiVo TSN
- Go to the PT screen and obtain the ISP registration number
- In Webtools, enter the TSN to lookup the equipment
- The TSN will likely be stand alone, since the box has incorrect account info
- Click the Webtools ICOMS Record to show the current account number/information
- Select chacct_num from the pull down
- Enter the ISP registration number
- The number must be 11 digits - remove the leading zero from the ICOMS ISP registration number
- In ICOMS, reprovision the TiVo
- Check the PT screen in ICOMS to verify COMPLETE transactions
Error 410: Received message from ICOMS Client without Service Codes
Possible Cause: The account is not properly balanced; the modem will not receive the correct speed if the account is not balanced
Corrective Action:
Corrective Action:
- Ensure all data service codes are on the correct occurrences; if they are not:
- Initiate a service change in ICOMS, and select Internal Order
- Move the data codes to the correct occurrences
- Schedule as Office Only and check in the work order
- Balance the account
- Ensure there are no errors on the PT screen
- If the customer has companion dial-up:
- Ensure the dial up service is not on the same occurrence as the modem service
- Correct the occurrences as needed; follow the steps above
- Remember to Reprovision the modem and the dial up
Error 411: Username is Flagged as Domain Admin for Web Hosting
An agent cannot make changes to this username because the website is tied to this username and changes could erase the website
Any changes made to this username should be made through a BOLT Case, and they should be a very rare occurrence
Make sure the customer does not have web hosting; if not, the flag may have been set in error and needs to be removed
In BOLT:
Any changes made to this username should be made through a BOLT Case, and they should be a very rare occurrence
Make sure the customer does not have web hosting; if not, the flag may have been set in error and needs to be removed
In BOLT:
- Click the Create Work Order or Technical Case button
- Trouble Call or Tech Case: Trouble Call
- Service Category: Data
- Problem Description: Email Issue
- Include username and password
- Provide a detailed description of the error received, as indicated in the steps above
Commands on the PT Screen do not have any Response Codes
Possible Causes: Customer has missing modem service codes or provisioning may be timing out
Corrective Action:
Corrective Action:
- Ensure all data service codes are on the correct occurrences; if they are not:
- Initiate a service change in ICOMS, and select Internal Order
- Move the data codes to the correct occurrences
- Schedule as Office Only and check in the work order
- Balance the account
- Ensure there are no errors on the PT screen
- Note: If Error 005 appears later, provisioning is timing out; follow steps above for Error 005
No EQP_UPD in the PT Screen after Balancing the Account
Possible Causes: Equipment listed is non-addressable
Corrective Action:
Corrective Action:
- Contact a Lead or Supervisor to perform the following steps
- Ensure the signals are going through on the DAC
- Have the equipment returned and re-added
- A technician is not required; this is resolved internally