User guide

Canopy
®
OFDM Backhaul Solutions
Backhaul Solutions for the Most Challenging Locations and Applications
Motorola Inc. assumes no responsibility for the accuracy of the information produced by the Link Estimator.
Appendix C: OFDM BH Troubleshooting and RMA
Process
Warranty Note: 1-Year Product Warranty from time of purchase
The warranty is 30 days return to factory for repair from the time the radio is received by
Motorola; therefore, it is encouraged that customers purchase a spare.
Purpose:
This appendix outlines the troubleshooting and verification that must be performed on the OFDM
BH products prior to submitting a RMA request to replace the OFDM BH radios. RMA requests
will require a engineering approval code that will generated by customer support upon completing
all troubleshooting/verification steps outlined in this appendix.
Canopy Technical Support: 888-605-2552
OFDM BH – Required Escalation Checklist
The following check list must be completed for each BH experiencing an issue when escalated.
Capture and Provide:
 Basic network topology diagram
 Status Page for both ends of the link
 DFS page for both ends of the link
 Output from Steps 2 and/or 3 of the Install Wizard
 Statistics page and home page
If this is a new install and the link will go into a synchronized state, verify the following:
 MAC address configured for each BH
 Range that is configured for the links vs. what the link distance is
 Master/Slave configuration choices are correct
 Symmetry and spectrum management configuration is correct on both ends
OFDM BH – Required Troubleshooting Steps:
The following information is required to process your RMA request on the high speed backhaul
units. Failure to provide this information may delay or cause your RMA request to be denied.
Please provide the required additional information on units being submitted for RMA including:
1. A call log trouble ticket from customer technical support is required to process your RMA
request. Please provide the following:
a. Date call log/trouble ticket was opened:
b. Name of the customer support agent you worked with:
c. Engineering Approval Code Assigned from technical support:
d. Did the customer support agent recommend that unit be submitted for RMA?
2. What were the LED's showing on the PIDU with the ODU connected?
a. Power LED:
b. Ethernet LED:
What were the LED's showing on the PIDU with the ODU not connected?
a) Power LED:
b) Ethernet LED:
3. Were the units in operation prior to the issue (if so for how long) or is this a new install?
4. Was the Ethernet cable tested to rule it out (see attached wiring installation document)?
a) If so what type of test equipment was used
b) Did the pins test out per the wiring installation guidelines?
c) Were pins 7 and 8 also tested?
5. Did we try swapping out the PIDU to rule it out as the issue?
6. Did this issue come about after a storm moved through the site area?
a) What type surge/lighting protection was in use at the time?
b) Have you tried the following if your issue is one of the following?
Issue 4, March 2005 Page 29 of 30