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Table of Contents
Troubleshooting
Related Manuals for vantiva COM3000
Summary of Contents for vantiva COM3000
- Page 1 COM3000 TROUBLESHOOTING MANUAL COM400/COM421/COM51/COM50/QAM4...
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Page 2: Table Of Contents
COM 3000Troubleshooting Date: Jan 2024 Version 1 TABLE OF CONTENTS Introduction ................................. 4 Basic Troubleshooting steps ..........................4 Satellite Signal Input ....................................4 Activation ........................................5 System Software Versions ..................................6 COM51 Licensing ...................................... 7 Tuner / Setup Issues ....................................8 Reboot........................................ - Page 3 COM 3000Troubleshooting Date: Jan 2024 Version 1 Revision Record Revision Date Revision Editor Revision Description 1/18/24 Added SR edits ~ 3 ~...
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Page 4: Introduction
Date: Jan 2024 Version 1 1 INTRODUCTION This document is intended as a job aid for troubleshooting Vantiva COM3000 systems. It is assumed that the reader has experience with COM systems and understands the operations of COM equipment. 2 BASIC TROUBLESHOOTING STEPS Troubleshooting is most often an exercise in the process of elimination. -
Page 5: Activation
COM 3000Troubleshooting Date: Jan 2024 Version 1 2.2 ACTIVATION Verify all channels are activated, and the account is in good standing with DIRECTV. The activation status of channels can be checked via two methods from the COM51 interface. CAM log is accessible from the COM51 Pairing info page by clicking on the CAM_ID hyperlink. Remember that CAMLOG and SYSLOG information displays only for the COM51 card you are logged into. -
Page 6: System Software Versions
SD but not HD it is possible that the HD codes are not properly activated on the account. 2.3 SYSTEM SOFTWARE VERSIONS Before troubleshooting verify all components of the COM3000 are running current software. Software version displays are shown below:... -
Page 7: Com51 Licensing
Software can be from the Vantiva website or acquired from your distributor. https://www.vantiva.com/video-multi-client-solutions-documentation-library/ Instructions for updating software can be found in the COM3000 Integrator’s Installation Manual. 2.4 COM51 LICENSING Verify the COM51 is licensed for the services being delivered in the SYSINFO tab of the COM51. -
Page 8: Tuner / Setup Issues
TFTP server. Server must run on a PC with an IP of 192.168.1.254. File should be the latest COM51 software with the filename changed to “COM51.bin”. Contact your distributor or Vantiva support before proceeding. ~ 8 ~... -
Page 9: Com51 Syslog
Version 1 3 COM51 SYSLOG The system log file for the COM3000 system records messages related to the performance of the card. Much of the data in the logs is not relevant to basic troubleshooting. To guide a system operator through the log entry interpretation Vantiva has changed key log entry errors to red font. -
Page 10: Activation Issues
COM 3000Troubleshooting Date: Jan 2024 Version 1 3.2 ACTIVATION ISSUES Entry below shows an activation problem. The 722 tells us the card activation has expired. references tuner 1 on the COM51. The count is zero based,0=1, 1=2 etc {tunerIndex=0} Entry below indicates the COM51 is not steaming packets due to a Conditional Access Problem. Conditional Access problems are indicative of activation issues. -
Page 11: Syslog Server Setup
COM 3000Troubleshooting Date: Jan 2024 Version 1 Tuner 15 is receiving no packets Tuner 14 has lost lock with the Satellite No Packets and Lost Lock messages indicate a loss of satellite signal. 3.4 SYSLOG SERVER SETUP The COM51 card syslog retains 500 lines of text for review in troubleshooting. Old entries are deleted as new entries are added. - Page 12 COM 3000Troubleshooting Date: Jan 2024 Version 1 From the Advanced Edit page scroll to the User Config section: Enter PC IP address. Enter the IP address of your PC in the “Log_IP” field. Leave the “Log_Level” field blank. Repeat this step for each card you want to capture logs from.
- Page 13 COM 3000Troubleshooting Date: Jan 2024 Version 1 From the TFTP main screen select the “Syslog Server” tab. You will see the syslog information displayed in the text box, designated by the IP address of the card in the “from” column. Open the syslog.txt file you created and verify the log information is populating the file.
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Page 14: Troubleshooting Specific Senarios
COM 3000Troubleshooting Date: Jan 2024 Version 1 4 TROUBLESHOOTING SPECIFIC SENARIOS 4.1 COM51 CARD NOT VISIBLE IN CHASSIS Example: The system has three COM51 cards, one of which is not visible in the interface. Channels tuned to this card are missing. -
Page 15: Com51 Card Discovery Issues
COM 3000Troubleshooting Date: Jan 2024 Version 1 4.3 COM51 CARD DISCOVERY ISSUES If you have problems with COM51 card discovery the following changes may help: If you have a QAM system with no multicast video packets you can disable IGMP snooping via: Configuration- >IPMC->IGMP Snooping->Basic Configuration->Snooping Enabled=UNCHECKED->Save. -
Page 16: Qam Output Strength / Quality
4.5 QAM OUTPUT STRENGTH / QUALITY Use a test TV and field strength meter to evaluate picture quality directly from the COM3000 QAM output. Signal from the QAM will need to be attenuated to correct level to input to a TV (-5-+10dBmV). -
Page 17: Preventing Pro:idiom Key Loss
These devices receive encrypted HD MPEG4 programming from the COM system over IP, transcodes the signal to MPEG2, and streams it back to the QAM4 in the COM3000 chassis. The transcoders may output standard definition digital signal or MPEG2 HD streams. -
Page 18: Receiverless Hd
COM 3000Troubleshooting Date: Jan 2024 Version 1 7 RECEIVERLESS HD Under certain environments DIRECTV will allow HD programming to be broadcast without Pro:Idiom encryption. The programming is in MPEG4 format which some TVs will not receive. It is advised that you test TVs on site and provide options for set top boxes for televisions that are not capable of processing the MPEG4 signal. -
Page 19: Definitions
A PC on site, connected to the internet running Team Viewer or a similar remote desktop program. PC will need to be on the same IP subnet as the COM3000 system. VPN router set up for remote access via a Virtual Private Network ATSC Advanced Television Systems Committee. - Page 20 TVs will only support MPEG2 signals. http://mpeg.chiariglione.org/ PC/VLC The COM3000 can accept streaming video from a networked PC running VLC, an open- source video software. http://www.videolan.org/vlc/index.html Packet Identification. A 13-bit field in the header of every 188-byte MPEG2 transport packet.
- Page 21 This network consists of the dish, LNB and associated equipment necessary to provide Distribution KA/KU band satellite signals to the COM3000. The COM3000 requires a SWiM signal to Network each card proportional to the number of tuners desired. It is assumed that installation technicians have adequate expertise and proper test equipment required to install the distribution system to DIRECTV specifications.