Modem Offline - Server Message - Troubleshooting- Article no 5735

Modem Offline Merlin Errors:

• STARTCONFIGFILEDOWNLOAD
   
• MAC address was not found on Wave, Grande or RCN networks
   
• Device not registered on the Network Headend
   
• Provisioning Does Not Exist for this MAC
   
• Entered MAC is not registered on the network
   
• MAC address is not found in the DHCP servers provisioning system
   
• MAC address does not exist
   
• MAC has not 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 match the MAC address you've queried (MAC ENTERED)
   
• Unable to SNMP Query Modem
   
• SNMP Query Failed
   
• (mac address) has no active lease info
   
• (mac address) is not 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 modem
    
3. Power cycle the Modem
    
4. Reprovision modem in ICOMS, then power cycle the modem
   
    

If the problem persists:

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

• Fill out the information as described below and click Submit
  
   

  Trouble Call or Tech Case	Trouble Call
  Service Category	Data
  Problem Description	EA - Modem Out
  Select	All Affected Equipment
  Schedule	First available time that works for the customer