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Merlin Red Error Messages- 5701

Estimated Reading Time: 1 Minutes
71   February 1, 2024  Data Equipment - Reference Articles 0

Introduction



Merlin red error messages are usually signal issues:
  • A power cycle may only resolve the issue temporarily

  • These often happen prior to an outage if one has not already been declared

Resolution Steps

 

  • Upstream is in alarm for outage
     
    • This means TAC has been alerted to a signal issue that could lead to an outage

       
  • Upstream channel width is downgraded because of an SNR problem
     
    • A member of TAC manually downgraded one of our ports to help temporarily fix a signal issue

       
  • Modem in Standby
     
  • AC Disconnected
     
    • The modem may be unplugged or not connected properly; check all the connections to the modem
       
       
  • All Other Merlin Red Error Messages
     
    • Check for outages in BOLT and Simon 
       
    • Power cycle the modem to temporarily fix the issue
       
    • 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
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Merlin Red Error Messages- 5701
Estimated Reading Time: 1 Minutes   February 1, 2024 0

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