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Sunrise Global and CM500 IP, CM250 IP Sunrise Service and Support, Technical support, Chapter

Models: and CM500 IP CM100 IP CM250 IP

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Service and Support

Chapter 7

Service and Support

Chapter 7 Sunrise Service and Support

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Sunrise is committed to excellent service worldwide. Our goal is to provide you with professional assistance in the use of our software and services, wherever you are located.

Technical Support and Customer Service solutions vary by country. If you have questions about the services described below, please refer to the section “Technical Support”.

Sunrise also provides product training to regional Sunrise representatives so that they can provide some product support in your region in a prompt and personalized manner.

Technical support

Sunrise is located in the Eastern Time zone with regular office hours from 8:00AM to 8:00PM. A toll free number service covering all of North America is provided at no charge. Key Sunrise personnel can always be reached any time of the day through a toll free number or electronic mail service over the Internet.

International customers should contact the nearest Sunrise representative or the factory at 1-514-725-6652 or by fax at 1-514-725-5637

North America Toll Free: 1-800-297-9726

Outside of North America: 1-514-725-6652

E-mail address for Technical Support: catv_tech_support@sunrisetelecom.com

Website: sunrisetelecom.com/broadband

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Sunrise Global and CM500 IP, CM250 IP, CM100 IP manual Sunrise Service and Support, Technical support, Chapter

Contents

For the CM100 IP, CM250 IP, and CM500 IP PC-IPSOFTWAREUser Manual Contents PC-IPSoftwareUser’s Manual for the CM100 IP, CM250 IP, CM500 IPDISCLAIMER Install ProfilerUser’s Manual Contents ChapterContents Install Profiler ConfigurationInstall Profiler Cable Modem SetupLimits Setup User’s ManualChapter 7 Sunrise Service and Support ContentsChapter ChapterInstall Profiler User’s ManualRunning the Meteor FTP Server Appendix B: Channel TablesINSTALL PROFILER CONFIGURATION Chapter 1 General InformationChapter Software OverviewMEASUREMENT DATA MANAGEMENT PC REQUIREMENTSPC-IPSoftware USB to Serial Port AdapterShipment Contents SOFTWARE COMPATIBILITYPREPARATION FOR USE Unpacking and Initial InspectionWARRANTY RegistrationPC-IPSoftware User’s ManualSoftware Overview No other warranty is expressed or implied. Sunrise is not liable for consequential damagesChapter PC-IPSoftware User’s ManualINSTALLATION Chapter 2 Getting StartedWHATYOUWILL NEED Getting StartedFigure PC-IPSoftwareUser’s Manual FigureChapter Getting Started5.The initial process is to check the PC for existing copies of PC-IPand to begin extracting files, the screen Figure 2-3will be displayed during this process FigurePC-IPSoftware User’s Manual7.On the Choose Destination Location screen, accept the proposed file directory or enter a new one and click Next Figure9.When the Select Components screen is displayed, select Next to continue the installation. All components are required for the PC-IPinstallation ChapterGetting Started Figure11.Following the file transfer shown, display will provide a Windows message that “Install Shield Wizard Complete”. Click on Finish PC-IPSoftwareUser’s Manual FigureChapter 3 Using the PC-IPSoftware Using PC-IPSoftwareOpening the Install Profiler Software ChapterWhen the software key is obtained, type or copy it into the box labeled “Software Key” and click on the Key button. Until you obtain the software key, you may bypass the key requirement by clicking on the Bypass button. Each time you use the PC-IPin the Bypass mode, your “Number of Unregistered Runs Remaining” will decrement by one. To close the screen without using one of your “Unregistered Runs”, click on Cancel PC-IPSoftwareUser’s Manual FigureSOFTWARE OVERVIEW Using PC-IPSoftwareGeneral Setup Cable Modem SetupLimits Setup PC-IPSoftwareUser’s Manual Upstream Spectrum OptionUsing PC-IPSoftware ChapterRealView LoadConnecting to the Install Profiler PC-IPSoftwareUser’s Manual FigureLoad Using PC-IPSoftwareChapter FigureViewing Files View Signal Level Meter saved filePC-IPSoftware User’s ManualSaving Files to the PC Using PC-IPSoftwareChapter FigureClearing or Deleting Files Opening FilesPC-IPSoftware User’s ManualGENERAL SETUP General Info SetupChapter 4 PC-IPOperation PC-IPOperationUser’s Manual Communications SetupPC-IPSoftware User Setup Access Detail Screen AccessAuto Save Tests ChapterUser’s Manual System InfoPC-IPSoftware Chapter PC-IPOperation Current DatabasePrint CHANNELTABLE SETUP Getting Channel Tables from the Install ProfilerPC-IPSoftware User’s ManualProcedure for Getting a Channel Table To Get All Channel TablesChannel Table Information ChapterUser’s Manual Modulation - The type of modulation expected may be setup by selecting from NTSC, 64 QAM, 256 QAM, PAL-B, PAL-B/G, PAL-D, PAL-I, PAL-N,QPSK, QPR, DVB-64, DVB-256,Annex C64 and Annex C256PC-IPSoftware Digital Pilots - Digital pilots are set to the lowest and highest digital channel. These channels are used to calculate the tilt of the digital channels in the automated tests. To select a channel, click on the box and select the desired channel from the pull down window. Only active digital channels are displayed in the pull down window. If these are not set, the Tilt and Peak-to-Valley measurements should be disabled in the digital SMART tests on the LIMITS screen ChapterPC-IPOperation FigureEditing the Channel Table PC-IPSoftwareUser’s Manual FigureChapter PC-IPOperationFigure FigurePC-IPSoftware User’s ManualFigure FigureChapter PC-IPOperationMultiple Cell Changes FigureSave Sending Channel Table to the Install ProfilerPC-IPSoftware User’s ManualCopy Table ChapterPC-IPOperation FigureCABLE MODEM SETUP Print PreviewPC-IPSoftware User’s ManualSending Cable Modem Data to the Install Profiler Network SettingsPC-IPOperation Getting Cable Modem Data Save DatabaseUpstream Upload FTPPC-IPSoftware User’s ManualPC-IPOperation ThroughputChapter Configuration PC-IPSoftwareUser’s Manual FigureLIMITS SETUP ChapterPC-IPOperation PrintFigure PC-IPSoftwareUser’s Manual Database Channel TableChapter PC-IPOperationSetting Limits LocationSelecting Tests PC-IPSoftwareSending Limits to the Install Profiler Getting Limits from the Install ProfilerEditing Limits ChapterUPSTREAM SPECTRUM PC-IPSoftwareUser’s Manual PrintPC-IPsoftware. The typical setup is to measure a TDMA upstream signal on marker M1, to measure interference or distortion on marker M2 and the noise floor on marker M3 ChapterPC-IPOperation FigureUser’s Manual Upstream Marker SetupPC-IPSoftware Limits ChapterPC-IPOperation FigureSend Upstream Setup to the Install Profiler Getting Upstream Setup from the Install ProfilerPILOT GENERATOR OPTION PC-IPSoftwareLP100 LEAKAGE PROFILER OPTION ChapterPC-IPOperation FigureLeakage Setup Leakage SetupPC-IPSoftware User’s ManualPC-IPOperation Leakage MeasurementsChapter CLONE UTILITY PC-IPSoftwareUser’s Manual FigureGetting Information from the Install Profiler Sending Information to an Install ProfilerChapter PC-IPOperationPC-IPSoftware User’s ManualView Signal Level Meter Saved File Chapter 5 Viewing FilesChapter Viewing FilesBar Graphs PC-IPSoftwareUser’s Manual FigureViewing Files ANALOG CHANNELSChapter Digital Channels PC-IPSoftwareUser’s Manual FigureAnalysis Display – The channel number and modulation type are displayed the same as analog channels. Similarly, the location and modulation type are displayed ChapterViewing Files User’s Manual VIEW SCAN SAVED FILEPC-IPSoftware Figure 5-4shows the typical recalled Scan display. Markers provide the channel indication and level for the channels where the marker is positioned. Move markers by clicking and holding down the button while dragging the marker to the desired location ChapterViewing Files FigureAnalyze Display PC-IPSoftwareUser’s Manual FigureViewing Files Scan AnalyzeChapter to Valley, Maximum Adjacent Channel Deviation plus Digital Tilt, Digital P/V Peak to Valley, and the A/D Analog to Digital Level ratio. Measurements and calculations are based on the lowest and highest frequency channel for the analog and digital carriers in the Channel Table. Alternatively, the user may select to use the markers to select the highest and lowest channels for the analysis by checking the Use box next to the Markers button. Clicking the Analyze button will turn markers and resulting measurements On and Off PC-IPSoftwareUser’s Manual Chapter Viewing FilesFigure FigureVIEW SMART AMPLITUDE MEASUREMENTS PC-IPSoftwareUser’s Manual FigureViewing Files Figure 5-9Analog Screen Figure 5-10Digital ScreenChapter Figure PC-IPSoftwareUser’s Manual Upstream Viewing Files DownstreamChapter User’s Manual Test InformationPC-IPSoftware VIEW UPSTREAM SPECTRUM MEASUREMENTS ChapterViewing Files UpstreamUser’s Manual Figure 5-12shows the typical recalled Upstream Spectrum display. Markers provide the frequency indication and level where the marker is positioned. Markers 1, 2 and 3 are fixed to the points where the measurements were made when the test results were saved. A blue cursor is also provided, which may be moved by clicking and holding down on the button while dragging the cursor to the desired locationPC-IPSoftware Chapter Viewing Files FileDetails Ingress PC-IPSoftwareUser’s Manual FigureViewing Files FileChapter IMPORTING RESULTS DATA ViewMoving Files PC-IPSoftwareFigure ChapterViewing Files PC-IPSoftware User’s ManualChapter 6 Upgrade Procedures Upgrade ProceduresDownloading Replacement Software Installing the PC-IPUpgradeUser’s Manual Installing the CM500 IP UpgradePC-IPSoftware Chapter 7 Sunrise Service and Support Service and SupportTechnical support ChapterPC-IPSoftware User’s ManualChapter 8 Specifications SpecificationsPC Requirements HardwarePC-IPSoftware User’s ManualAPPENDIX A: EXAMPLE FTP SETUP ReferenceChapter 9 Reference IntroductionUser’s Manual Configuring the FTP ServerPC-IPSoftware FTP Root Directory CONFIGURE SERVER PATHSChapter ReferenceDefault Uploads Directory Logon Accounts FileRecord Log Send Logon MessageFigure Reference Anonymous FTP AccessChapter Setting Access Limits PC-IPSoftwareUser’s Manual FigureReference Monitoring user activityChapter Auto Start On Run in Background on ClosePC-IPSoftware User’s ManualChapter Reference FTP Server Cache SettingsFigure 9-5Cache Files Advanced Network Settings PC-IPSoftwareUser’s Manual CACHE DIRECTORY REQUESTSRUNNING THE METEOR FTP SERVER Basic FTP server operationsChapter ReferenceUser Administration Dialog PC-IPSoftwareUser’s Manual Users ButtonChapter ReferenceFigure Click on the Add button to add a new user. The Add User dialog is displayedIP Address Filtering PC-IPSoftwareUser’s Manual FigureReference Figure 9-10User Context MenuChapter User Info Window PC-IPSoftwareUser’s Manual FigureReference Cache View Dialog Server Statistics PaneChapter FigureCommand Line Options PC-IPSoftwareUser’s Manual FigureReference APPENDIX B: CHANNELTABLESChapter US, Germany, China and UK Default Channel Plans PC-IPSoftwareUser’s Manual U.S.AChapter ReferenceU.S.A U.S.APC-IPSoftware User’s ManualU.S.A U.S.AChapter ReferenceU.S.A U.S.APC-IPSoftware User’s ManualJAPAN TAIWANChapter ReferenceJAPAN TAIWANPC-IPSoftware User’s ManualJAPAN TAIWANChapter ReferenceJAPAN TAIWANUser’s Manual License AgreementPC-IPSoftware RESTRICTIONS. You may not ChapterReference User’s Manual HIGH RISK ACTIVITIES. The Software is not fault-tolerantand is not designed, manufactured or intended for use or resale as on-linecontrol equipment in hazardous environments requiring fail-safeperformance, such as in the operation of nuclear facilities, aircraft navigation or communication systems, air traffic control, direct life support machines, or weapons systems, in which the failure of the Software could lead directly to death, personal injury, or severe physical or environmental damage “High Risk Activities”. Licensor and its suppliers specifically disclaim any express or implied warranty of fitness for High Risk ActivitiesPC-IPSoftware TO THE TERMS SET FORTH HEREIN, AND NOT THOSE IN YOUR PURCHASE ORDER. If any provision of this Agreement is held to be unenforceable, such provision shall be reformed only to the extent necessary to make it enforceable. This Agreement shall be governed by California law except for conflict of law provisions. The application the United Nations Convention of Contracts for the International Sale of Goods is expressly excluded ChapterReference PC-IPSoftware User’s Manual