Modem Offline - Server Message - Troubleshooting - Article no. 5735

Introduction

Modem Offline Merlin Errors:

• STARTCONFIGFILEDOWNLOAD
  
• MAC address was not found onWave, Grande or RCN networks
   
• Device not registered on the Network Headend
  
• Provisioning Does Not Existfor this MAC
   
• Entered MAC is not registeredon the network
   
• MAC address is not foundin the DHCP servers provisioning system
   
• MAC address does not exist
  
• MAC hasnot active lease info
   
• This MAC address is not registered on the network
  
• This modem failed to respond, it appears to be offline or unable to respond for some reason
  
• The MAC address received via SNMP query (MAC RETURNED ) does not matchthe MAC address you've queried (MAC ENTERED)
   
• Unable to SNMP QueryModem
   
• SNMP Query Failed
  
• (mac address) has no active leaseinfo
   
• (mac address) isnot a valid MAC address
   
• Modem Offline. Receive Power Good...
  
• Modem Offline. Receive Power too Low...
  
• Modem Status Deleted
  
• Modem in Standby

Resolution Steps

1. Check for outages
   
2. Make sure all cables are securely connected to a modem
   
3. Power cycle the Modem
4. Reprovision modem in ICOMS, then Power cycle the Modem
   

If the problem persists:

Click the Create Work Order or Technical Case button on the Work Orders Tab in BOLT:

• Fill out the information as described below and click Submit