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  Introduction   The DHCP lease information area in Merlin does not tell you the modem model, but rather the Ethernet OEM based on the first 6 characters of the MAC address  Because Arris recently bought out some Motorola Corporation... Read More

Introduction 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... Read More

  Introduction Follow TAC Escalation Procedure error message in Merlin indicates one or more areas of the modem's health are outside of the accepted range at that moment This could be anything from degraded service to full service loss... Read More

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... Read More

Introduction The IPTV Tab in Merlin can show you the diagnostics of an IPTV box in question These areas of the IPTV tab should be considered when troubleshooting Resolution Steps IPTV Alert Messages ( top of screen in Red ) Box X####-####### out... Read More

Introduction Hijacking redirect occurs when a customer gets a special DNS ( 207.172.156.202 ) server issued along with an IP lease  This causes every web page the customer tries to access to go to a specific site.  In this case, the Hijack... Read More

  Resolution Steps Verify the Serial Number  / TSN Number  Send a Balance hit  Power Cycle the equipment  If the issue persists, click the Create Work Order or Technical Case button on the Work Orders Tab in BOLT  Click Create Work Order or... Read More

  Resolution Steps Remove any of the following characters from the account name in ICOMS1 2 3 4 5 6 7 8 9 0 < > , " & '   Ensure a Sub Account exists on the account  Verify the Serial Number / TSN Number  Power Cycle the... Read More

Introduction This is a Signal or Connection Error (and occurs when you remove the coax cable from the cable box while it is on) Resolution Steps Unplug power from back of converter box Check the coax to ensure it s screwed securely into the... Read More

Introduction CL-517 errors cannot be resolved over the phone; a technician visit is required Resolution Steps Click Create Work Order or Technical Case on the Work Orders Tab in BOLT Fill out the information as described below and clickÂ... Read More