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
- Check for outages
- Make sure all cables are securely connected to a modem
- Power cycle the Modem
- 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
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Trouble Call or Tech Case
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Trouble Call
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Service Category
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Data
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Problem Description
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EA - Modem Out
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Select
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All Affected Equipment
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Schedule
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First available time that works for the customer
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Article ID: 34
Created: November 23, 2023
Last Updated: November 23, 2023
Author: [shekhar.bhanot@teamhgs.com]
Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=34