WaveRider LMS4000, User Manual

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12 Troubleshooting
136 APCD-LM043-4.0
B. If only one EUM is affected:
• Verify that you can ping from the gateway router to other EUMs on the same CCU. If
you cannot, go to A. above.
• If this test is successful, go to EUM Troubleshooting on page 136.
12.1 EUM Troubleshooting
The following EUM troubleshooting process can be used at the time of the initial EUM
installation or during follow-up service visits. In the latter case, troubleshooting focusses on
factors that might have changed, using the setup file record from the initial install as a
baseline.
In general, the following items will be verified as part of EUM troubleshooting:
• CCU configuration, particularly as it relates to the affected EUM
• EUM configuration
• Radio link integrity
• User PC configuration
All of these items can be checked out from the end-user’s PC, but it may be better to use a
separate, known PC for the tests outlined in the troubleshooting tables. Then, you can repeat
the tests with the end-user’s PC to make sure the end-user’s PC is configured and working
properly.
When a customer reports a problem, it is usually related to a failure of the browser or email
application on the PC to successfully access the Internet, or it is a report of degraded service
or slowdown. From the problem report, troubleshooting proceeds as follows:
1. To avoid a service call to the end-user’s premises, try to isolate the problem remotely,
using the procedures outlined in Table 30 on page 138 (for problems where the
service is not available) and in Table 31 on page 139 (for problems where the service
is degraded).
2. If you are unable to troubleshoot the problem remotely and must visit the end-user’s
premises, use the procedures outlined in Table 32 on page 140 (service not available)
and in Table 33 on page 142 (service degraded).
Two test utilities are commonly used throughout the troubleshooting process. The term
<ipconfig>
generically refers to a utility that verifies IP addresses in the PC, and to force
changes when DHCP is enabled. To force a change through DHCP, use a release and renew
command sequence. The IP set in the end-user’s PC refers to the following addresses:
• PC IP address
• PC subnet mask
• Gateway IP address (same as the CCU IP address)
• DNS server IP address (usually two addresses are provided)