COM3000 Common Issues and Troubleshooting

COM3000 Common Issues and Troubleshooting

While the COM3000 system is highly reliable, there are a few common issues that may arise during setup or routine operation. This section outlines known problems along with steps to quickly diagnose and resolve them.


1. Edge QAM not found

Issue: “Edge QAM not found” message when accessing the QAM tab


If the system displays “Edge QAM not found” when navigating to the QAM tab, first verify that the QAM module is properly installed in the bottom slot of the chassis. The QAM is typically assigned the default IP address: 192.168.6.2. If the module is missing, incorrectly seated, or misconfigured, the system will be unable to detect it.


2. Web page not found

Issue: “Web page not found” when attempting to access the COM3000 interface


If you receive a “web page not found” error when trying to access the COM3000 GUI, follow these steps to troubleshoot:

• Ensure your PC’s LAN settings are configured to be on the same subnet as the COM3000.

IP Address: 192.168.3.100

Subnet Mask: 255.255.0.0

• Confirm that the Ethernet cable is securely connected between your PC and the COM3000

• Check for connectivity lights on both the PC’s Ethernet port and the COM400’s Ethernet port. No lights may indicate a physical layer issue.



3. Program Guide Unavailable (No APG Guide Data)


If you see the message *** Program_Guide_Unavailable in red at the top of the COM3000 interface, it indicates that the COM51D has not successfully acquired guide data.


What This Means:

During startup, the COM51D card connects to the satellite and downloads the APG data. This data is essential for the system to map channels to their corresponding program content. Without this guide information, the COM51D cannot properly tune to DIRECTV channels, resulting in service issues for all connected TVs.


Error Example:

​

Troubleshooting Steps:

• Use an AIM meter to run an EIV test at the COM RF input to confirm proper satellite signal levels

• Check coax connections and any inline equipment (e.g., SWiM, splitters, amplifiers)

• Confirm that the COM51D is properly seated and receiving power

• If newly installed, ensure the DIRECTV account is authorized for locals and programming



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