Motorola DHSB5100 installation manual Type Operating system version, Dhcp

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5-2Troubleshooting

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

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Contents 5 1 0 0 S e r i e s B l e M o d e m Installation M a n u a l Special Symbols That Might Appear on the Equipment Declaration of Conformity Page Contents Html User Interface Figures Section SURFboard Cable Modem Installation ManualBold type Using This ManualDocument Conventions Acronyms This manualCalling for Repairs If You Need HelpSURFboard cable modem data path OverviewButton Top and Front PanelKey Item Key When Flashing When On Key Description Rear PanelInstallation and Operation Outlet Before You BeginEthernet cable USB cable Ohm coaxialCable connections Installing a Single UserDuring normal When What occursDuring power up ProvidesSetting Up a USB Driver for Windows Setting Up a USB DriverSURFboard Cable Modem Installation Manual Select the updated driver... and click Next SURFboard Cable Modem Installation Manual SURFboard Cable Modem Installation Manual Setting Up a USB Driver for Windows Click Next, and the following window is displayed Click Next and the window shown below is displayed SURFboard Cable Modem Installation Manual Setting Up a USB Driver for Windows Me SURFboard Cable Modem Installation Manual Ensure that Install the software automatically is selected Setting Up a USB Driver for Windows XPSURFboard Cable Modem Installation Manual Configuring the Computer for TCP/IP SURFboard Cable Modem Installation Manual Click Obtain an IP address automatically Configuring for TCP/IP in Windows SURFboard Cable Modem Installation Manual SURFboard Cable Modem Installation Manual Internet Protocol TCP/IP is checked Configuring for TCP/IP in Windows XP SURFboard Cable Modem Installation Manual Verifying an IP Address SURFboard Cable Modem Installation Manual Verifying an IP Address in Windows 2000 and Windows XP SURFboard Cable Modem Installation Manual Ethernet Multiple users Installing Multiple UsersRenewing an IP Address Ethernet Multiple users with two interfaces Ethernet Two users with two interfacesRemoving the USB Driver from Windows 98 or Windows Me Removing the USB DriverSURFboard Cable Modem Installation Manual SURFboard Cable Modem Installation Manual SURFboard Cable Modem Installation Manual Removing the USB Driver from Windows Click SettingsDouble-clickNetwork Adapters SURFboard Cable Modem Installation Manual SURFboard Cable Modem Installation Manual Click Remove Driver Removing USB Driver from Windows XPSURFboard Cable Modem Installation Manual SURFboard Cable Modem Installation Manual SURFboard Cable Modem Installation Manual SURFboard Cable Modem Installation Manual Remove Program Recovering from Windows 98 or Win98SE Installation ErrorsSelect the USB Composite Device and click Remove SolutionsSolution Solution Downstream Frequency field Setting the Frequency Using StormWatchClick Configure and then click Channel Parameter Html User Interface Configuration Manager Help windowConfiguration Manager Startup window Configuration Manager Signal window Configuration Manager Addresses window Configuration window Configuration Manager Logs window Problem Possible Solution Dhcp Type Operating system versionAppendix a DownstreamUpstream GeneralPriority Description Log Priority Level Event Message FormatPriority Levels Appendix BPredefined Log Messages SP-RFII05-991105 Error Codes for MAC Management MessagesR03.0 R00.0R01.0 R02.0Code Event Log Messages Level Cable Modem Actions I116.1 I115.1I115.2 I116.0C103.0 C100.0C101.0 C102.0Baseline Privacy SURFboard Cable Modem Specific Log MessagesB505.0 B504.2B504.3 B504.4B517.1 B516.6B516.7 B517.0B556.1 B555.0B555.1 B556.0D502.2 D501.9D502.0 D502.1D521.0 D518.0D519.0 D520.0Filtering Code Event Log Messages Level Cable Modem Actions F507.1 F506.1F506.2 F507.0F508.4 F508.1F508.2 F508.3F510.0 F509.6F509.7 F509.8F510.16 F510.12F510.13 F510.15F510.33 F510.30F510.31 F510.32Driver Code Event Log Messages Level Cable Modem Actions H501.16 H501.13H501.14 H501.15M503.1 M500.0M500.1 M503.0M557.0 M554.0M555.0 M556.0X501.2 X500.0X501.0 X501.1X501.18 X501.15X501.16 X501.17X501.28 X501.24X501.25 X501.27X501.36 X501.35Abbreviations and Acronyms Mgbi