Merlin Red Error Messages- 5701
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 |
Article ID: 71
Created: February 1, 2024
Last Updated: February 1, 2024
Author: [shekhar.bhanot@teamhgs.com]
Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=71