This guide is designed to assist you in troubleshooting common issues with your Capti IP Transit service. Before contacting Capti Support, please perform the following checks to ensure that the problem is not related to local configuration or settings. By following these steps, you may be able to resolve the issue independently or gather the necessary information to expedite support resolution.

1. Check IP Configuration

  • Ensure the IP address configuration on your device matches the assigned IP addresses as per the Service Completion Advice (SCA).

2. Verify BGP Session

  • Confirm that the BGP session is established and active.
  • Ensure your router is configured with the correct BGP ASNs as per the Service Completion Advice (SCA).
  • Verify that the BGP neighbours are properly configured and reachable.

3. Check Route Advertisement

  • Ensure that your advertised routes are correctly announced to Capti.
  • Verify that you are receiving the appropriate routes from Capti.

4. Ping and Connectivity Tests

  • Perform a Ping test from your device to the Capti provider edge IP to check connectivity.
  • Use traceroute to identify potential points of failure along the path to the Capti network.

5. Verify VLAN Configuration

  • Ensure that your VLAN settings match the service agreement as specified in the Service Completion Advice (SCA).

6. Check Traffic Shaping

  • Verify that traffic shaping policies are correctly applied to match the service rate as per the Service Completion Advice (SCA).
  • Ensure that bandwidth is not being exceeded and is in line with the service agreement.

7. Check for Throughput Issues

  • Monitor bandwidth usage and verify that it aligns with the expected service rate.
  • If significantly less bandwidth is observed or there is asymmetric throughput, review and adjust traffic shaping policies.

8. APNIC Recommendations

  • Ensure that RPKI is enabled and that ROA objects are created in your APNIC portal. Some peers in IX's use this information to validate if the origin of prefixes is legitimate. APNIC RPKI Guide
  • Configure the AS-SET in your APNIC portal. APNIC AS-SET Guide

Reporting a Fault

To report a fault on your Capti Transit service, please call the Capti NOC on 1800 022 784 and quote your service ID.