Table 5-2 Troubleshooting Checklist - Motorola SB5100 Series Installation Manual

5-2 Troubleshooting
Table 5-2 is the troubleshooting checklist that provides TRC with needed information:
Table 5-2
Troubleshooting checklist
Complete description of the problem
Network layout and IP addresses
Firmware version *
CMTS:
Type
Operating system version
DHCP:
Operating system
Software version
Copy of the Event Log *
Copy of cable modem TFTP configuration
file
Where in boot sequence does the
SURFboard cable modem:
!
fail
!
monitor the LEDs
!
monitor the console cable output if active
Does it acquire a downstream frequency
lock?
Does it acquire an upstream channel?
Does it complete DHCP registration?
Does it get a successful TFTP download?
Did it work at one time, and if so, what has
changed?
Does this issue affect other DOCSIS
vendor modems?
Does this issue affect all nodes in the
cable system?
Does the SURFboard cable modem work if
provisioned in the headend, for example
system test point or right at the node?
What application, if any, is failing and in
what way?
If multi-user, is the MAX-CPE turned on in
the DOCSIS TFTP configuration file?
* The firmware version and Event Log are accessible using the StormWatch Diagnostic Suite.
SURFboard cable modem Installation Manual