CS&S 1st Level Troubleshooting Flowchart for SpotCell® 2500Xe Version 1.00 July 10, 2006 1.0 What is problem? Spotwave W ireless, how can I help you? 1.1 Coverage Problem Has the system worked OK before? YES What's changed? Is the coverage reduced, missing, or intermittent? 1.1.1 MISSING or INTERMITTENT Go to 2.1 Check Power BEHIND SCHEDULE YES Go to 2.0 Check CU LED Status 1.3 SCHEDULE AN INSTALL Product Inquiry Could I please have your name and phone number? POORLY DONE OR INCOMPLETE Install problem Escalate Is the system up and running now? REDUCED Installation Issue What's wrong with the installation? NO 1.1.2 Go to 2.0 Check CU LED Status 1.2 NOT WO RKING AS EXPECTED NO Go to 5.0 Start Up Escalate Escalate Escalate to Sales 2.0 CU LED Status What colour is the Status LED on the CU? RED OFF GREEN BLUE 2.2 2.1 Check power Is the adapter plugged into a powered AC outlet? YES 2.1.1 YELLOW Normal 2.3 How many bars are lit on the CU? 0 to 1 bars NO 2 to 3 bars Uplink overdrive Check for mobile phone nearby (within 2m). 2.4 Isolation problem Need to increase distance or RF barriers between CU & DU. Keep mobile phone away from CU. 4 to 5 bars YES YES Plug in AC adapter 2.2.1 Low isolation or RSSI Need to improve the RF isolation or improve the RSSI at the DU. 2.2.2 Reduced coverage The system will work, but with a reduced coverage foorprint. Good coverage System working fine. Verify correct carrier is being supported. 2.2.3 2.4.1 Problem resolved? Has the Status LED changed colour (no longer green)? Check CU power Adapter needs to be replaced. Escalate? Is the power connected to the CU? Check for BIAS-T If there a power inserter in the system? Escalate YES 220.127.116.11.1.1 NO BIAS-T power ? Connect power to CU Is the power connected to the power inserter? YES Escalate Increase isolation or move DU to improve RSSI. NO 18.104.22.168.1 2.5.1 Was PM installed? Escalate Is the PM in the CU? NO YES YES NO Check adapter Is the AC adapter (brick) power light on? 22.214.171.124 2.5 DU configured? Was a Personality Module (PM) shipped with the system? NO Connect power to BIAS-T Coverage may be improved by Escalate Go to 2.0 CU LED Status NO YES Escalate Escalate NO Insert PM in powered down CU and restart. 3.0 DU LED Status What colour is the Status LED on the DU? OFF RED BLUE 3.1 3.2 Check CU power Go to 2.1 Check Power 0 to 1 bars NO 3.1.1 Cable problem? Is it a problem with the cable or connectors? (4.9 Cable checklist) YES Tighten connectors or replace cable 3.3 Overdrive System works, but performance could be improved if DU moved. How many bars are lit on the DU? Is the Status LED on the CU off? YES Normal 3.2.1 Low RSSI Move DU to improve RSSI of donor signal. 3.4 Fault condition Is it a problem with the cable or connectors? (cable checklist pg x) YES 2 to 5 bars 3.2.2 RSSI good Check CU Status. NO Escalate YELLOW Go to 2.0 CU LED Status Move DU so that LED is blue Tighten connectors or replace cable NO Escalate 4.9 Cable checklist Is the cable OK? 4.9.1 Are the connectors torqued properly (1/4 turn past finger tight)? 5.0 DU LED Sequence Upon power up, the following Donor Unit (DU) LED sequences should occur: 1. DU will light up all LEDs (Bars - Blue, Status indicator - Fuchsia) for about 5 seconds. 4.9.2 Is there visible damage to the co nnectors? 4.9.3 Is the cable damaged or kinked? 4.9.4 What is the length of Spotwave cable between the D U and the CU? Cable too long if cable is RG6 non-plenum > 115 feet (35 m) RG6 plenum > 100 feet (30 m) RG11 non-plenum > 245 feet (75 m) RG11 plenum > 215 feet (65 m) 2. All lights will then turn off (about 3 seconds), the Status indicator LED will turn yellow (flashing for about 15 seconds). After the 15 second interval, the LED will indicate the current status of the DU (see 3.0 DU LED Status). If the above power-up sequence does not occur, then escalate. 6.0 CU LED Sequence Upon power up, the following Coverage Unit (CU) LED sequences should occur: 1. The unit will remain with all lights off for about 6 seconds. 2. The Status indicator LED will turn yellow and flash for about 9 seconds. 3. The Status indicator LED should then turn blue. Refer to 2.0 CU LED Status for more inf ormation. If the above power-up sequence does not occur, then escalate.