Fluke TS 1200, User Manual

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4-1
Chapter 4
Troubleshooting
Information Gathering
Problems discovered during or after ADSL service installation may require the technician to
locate failures in either the CPE or wiring. When trouble is reported, it is critical that a detailed
description of the problem be documented before troubleshooting. For example, customers
have been known to forget to turn on the modem. On other occasions, problem resolution may
require cutting over a new line because of marginal quality on the original line.
Table 4-1 summarizes four basic questions that should be answered before troubleshooting
ADSL service problems.
Potential Failures at the Customer Premises
Once the basic problems covered in Table 4-1 have been ruled out, further troubleshooting
should start at the customer premises. If the modem maintains a good connection with the
DSLAM, begin by looking for the problem on the PC. The customer may have changed a setting
or the IP address accidentally — a common problem when installing a network-related
application using the “default” configuration option. If the problem still exists, verify that the
account is still active and check for any recent deactivations or work done on the network in the
same neighborhood.