Type Operating system version, Dhcp | Motorola DHSB5100 instruction

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

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.