Cisco Headend System Release 2.5 Guia Do Utilizador
Chapter 3 Troubleshooting
30
4025012 Rev B
PowerKEY/EA Issues
This section provides a list of suggested solutions for problems that result from
PowerKEY Conditional Access or EA.
You can verify the EMM count, Sub Expire date, and ISE errors using the Tuning
Adapter diagnostic screens, viewed from the UDCP device.
Note: If you must return a Tuning Adapter to us for repair, see
Note: If you must return a Tuning Adapter to us for repair, see
Return Products for
Repair (on page Error! Bookmark not defined.) for information.
Symptom
Type of
Tuning
Adapter
Possible Solution
No
Entitlement
Agent (EMMs)
Unstaged
1
Does the Tuning Adapter's MAC address match the MAC
address recorded in the billing system?
–
–
If yes, follow these steps:
i Confirm that the actual MAC address for the
Tuning Adapter matches the MAC address
recorded in the DNCS.
ii Confirm that the Secure Micro Address for the
Tuning Adapter matches the Secure Micro Address
recorded in the DNCS.
iii Ask the DNCS operator to perform a
modDhctCfg -s [MAC address of the Tuning
Adapter] on the Tuning Adapter.
iv Stage the Tuning Adapter again.
–
If no, follow these steps:
i Ask the DNCS operator to correct any existing mis-
matches.
ii Stage the Tuning Adapter again.
iii Go to step 2 if these actions do not remedy the
iii Go to step 2 if these actions do not remedy the
situation.
2
Follow these steps:
a
Take the Tuning Adapter out of service.
b
Try to stage the Tuning Adapter again.
3
Follow these steps:
a
Delete the Tuning Adapter from the DNCS.
b
Contact us to have new EMMs built.
c
Try to stage the Tuning Adapter again using the new
EMMs.
4
If these steps do not work, return the Tuning Adapter to us
for repair. Mark the repair tag with S1. No EMMs/ISE/EA.