COM3000 Troubleshooting Logs

COM3000 Troubleshooting Logs

The COM3000 provides several logging tools to help you identify and resolve issues in the field. Below are the key log sections available within the system interface:


1. Syslog



This is an error log generated by the COM51D. It’s especially useful for identifying signal-related issues and other system-level errors.
Example: Signal lock errors, communication failures


The Syslog can be accessed in two ways:
• By clicking on the “Syslog” tab in the COM3000 GUI

• Or by clicking on the IP address of the COM51D card within the “PairingInfo” tab


The Syslog provides detailed error reporting and is essential for diagnosing system issues. Key highlights include:
Errors are reported in red for easy identification

• Reports RF issues related to the satellite trunk
CC errors
• Authorization issues related to DIRECTV
Conditional Access errors
• SWiM errors, including messages like:
SoapSwmError(): !!! SWM error !!!


Tuner Identification in Syslog Entries


Most Syslog error messages are followed by two numbers in parentheses:

• The first number indicates the tuner reporting the issue

• Note: This is 0-based, so (0, X) refers to Tuner 1, (1, X) is Tuner 2, and so on.

• The second number is a counter, showing how many times the issue has been reported.


Example Entries:

Jan 25 15:18:16 COM51 user.err syslog: a: No packets(0, 1)
Jan 25 15:18:27 COM51 user.err syslog: a: No packets(0, 11)
Jan 25 15:18:37 COM51 user.err syslog: a: No packets(0, 21)

In the above entries:

• The issue is reported by Tuner 1

• The error occurred 1, 11, and 21 times, respectively


Reports COM51 Authorization

COM51 user.notice syslog: v: <<<<<<<<<<<<<<<<<< 722 - Service Expired >>>>>>>>>>>>>>>>>>
COM51 user.notice syslog: v: <<<<<<<<<<<<<<<<<< Can't view >>>>>>>>>>>>>>>>>>
COM51 user.notice syslog: v: <<<<<<<<<<<<<<<<<< Service not authorized >>>>>>>>>>>>>>>>>>
This will display the log lines as if they’re straight from the COM51 logs, with the errors clearly highlighted in red.


2. CAM Log



The CAM log contains messages and status updates generated by DIRECTV. It can be used to monitor authorization, decryption, or communication issues between the COM3000 and DIRECTV systems.


These logs can be accessed by navigating to the “PairingInfo” section in the COM3000 GUI and clicking on the Cam_Id link for each card.


The CAM log can be used for the following:
• Verifying authorization status
• Viewing DIRECTV 7XX error codes (e.g., 721, 722, etc.)





3. QAM Log


The QAM log within the COM3000 GUI provides insight into QAM carrier and subchannel activity.

To access the QAM log:

1. Navigate to the QAM section in the COM3000 interface

2. Enter the EdgeQAM IP (e.g., 192.168.6.3)

3. Click Submit to load the QAM log output


Here’s how to interpret the key entries:

• PMT00 refers to the first QAM carrier and first subchannel

• PMT10 refers to the second QAM carrier and first subchannel

• To determine the actual QAM and subchannel:

• Add 1 to each digit following PAT or PMT

• Example: PMT10 = QAM 2, Subchannel 1

• Overflow indicates the QAM bitrate has exceeded 38.8 Mbps, which can result in channel issues


Example from the COM3000 GUI:

Legend:

• 🔴 PMT00, PMT10, etc. – Identify QAM and subchannel

• 🟢 Overflow – QAM bitrate exceeds the recommended limit

• 🟡 To decode: PMTxy → QAM = x+1, Subchannel = y+1

• 🔵 P10, P00, etc. – Additional subchannel data


Checking QAM Status


To view the current status of the QAM:

1. Enter the EdgeQAM IP address (e.g., 192.168.6.3)

2. Click the Submit button

• Wait one second between clicks to allow proper refresh

3. Then click the qamLog button to display the QAM log output


Interpreting the Output

• A healthy QAM environment will end with the string:

CCCCCCCCC

• This pattern indicates there are no errors and the QAM is functioning properly

• If the pattern is inconsistent or contains other characters, it may indicate a signal issue or QAM carrier problem



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