User's Manual

Chapter 18 Maintenance and Troubleshooting
Resolving problems
SmartClass TPS User’s Guide
May 2014 22035456, Rev 001 151
Performing tests
The following section addresses questions that may be asked about completing tests with the
SmartClass Triple Play Services. The following sections are included:
– General
– Ethernet tests
– DSL tests
– VoIP tests
– Video tests
– Copper tests
General test problems
The following section addresses questions about testing in general.
Issue
Inconsistent test results.
Resolution
Verify that your test leads are good and are connected properly for the test you are performing.
DSL test problems
The following section addresses questions about DSL testing.
Issue
The modem cannot achieve sync with the CO.
Resolution
Inability to sync can have many causes. Perform the following steps to troubleshoot:
– Disconnect the customer's DSL modem.
– Verify tester connection to the correct pair.
– Verify the Data mode.
– Verify that the Standard is correct (ADSL2+, G.DMT, Auto, etc.).
– Isolate premise wiring.
– Check for premise alarm system.
– Verify the copper pair is provisioned for ADSL or VDSL at the CO.
– Test at the CO/Exchange on the customer pair.
– Check the DSLAM modem vendor and software version.
Issue
The modem gets sync with the CO, but the rate is lower than expected.
Resolution
Verify that you are on an ADSL2/2+ or VDSL line, as appropriate.