Troubleshooting Guidelines

July2013 Version2.4

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Troubleshooting
Troubleshooting can be divided into several ways:
MX scanner hardware related SeeHawk operation related RF measurement related

We will try to cover several general cases as future reference of engineers

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WhyMyMXDoesNotPowerUp
When power cable is connected to the Cigarette Light socket in the vehicle, power switch is on the ON position but no light is observed. Does the fan work? If so, perhaps the LED is broken In case of no light and no fan, check the light on the cigarette light plug, does the LED light up? If not, screw the head off and check the fuse, if fuse is blown, replace a fuse If the fuse on the cigarette light plug is not blown, check the car fuse of the cigarette light socket, replace it if it is blown
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WhyMXCannotBeDetected BySeeHawk?
After connecting MX to laptop and launch SeeHawk, the autodetection runs for a few minutes but it prompts no hardware detected Make sure the status LED on the MX front panel is steady green. MX takes a few minutes to initialize, SeeHawk can only detect MX when the status light is steady green If the light is green but SeeHawk cannot detect it, check (i) MX driver is installed properly (check hardware device manager); (ii) USB cable is secured or try another USB cable
IsthestatusLEDsteadygreen?

CanyouseethePCTELMXScanner?

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WhyMyWCDMATopN WindowisBlank?
After entering the channel number and configure the Top N scan, open a bar chart of the WCDMA TopN but no pilots is showing after starting the scan Check if the correct channel number is set, pilot will only show when the correct center carrier frequency is set Check the antenna connection, make sure the antenna is connected to the correct RF port of the scanner Check the status LED on the scanner, is it steady green? Does the COM, DATA and SCAN indication on SeeHawk show all green?
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IstheRFportcorrectlyconnected?

Arealltheindicatorsgreen?

AmIGettingAPilotPollution?
Different operators may have a different definition of Pilot Pollution In SeeHawk there is a pre defined Pilot Pollution Pilot Count , which definition is there are more than 3 pilots which Ec/Io is > 10dB Some operators will define as more than 3 pilots which Ec (or RSCP) is within 13dB range of the strongest detected pilot What is your definition?
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AmIGettingAnExternal Interference?
External interference usually appear as a very narrow band signal, in a WCDMA system, you may be able observe a spike appear on top of a WCDMA wideband signal. Also if you turn off the BTS, and unwanted signal has been detected, it can be classified as an external interference.

Interference

e.g. Interfering GSM signal on a WCDMA band

DoyouobservetheunwantedsignalwhentheBTSisoff? Slide 7 Approved For:Limited Distribution Only

SeeGullAssistantProgram
PCTEL provides SeeGull Assistant as a scanner update utility used to update SeeGull scanners.
When you connect to a scanner, launch SeeGull Assistant, click the Detect Scanner button (red box), then information of the scanner will be shown on the right Click the Save Scanner Info To File button (pink box) to save the information on the right to a text file (sometimes during troubleshooting with PCTEL engineer, such text file will be required, so you can send the saved file to PCTEL for troubleshooting purpose) If downloading a file is required (for enabling / disabling feature or loading firmware), click the Select Update File button (green box) and select the file PCTEL provide Click the Download Update button (brown box) to start the file download, make sure input power is stable without interruption during downloading
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IfyoudonothaveacopyoftheSeeGullAssistantprogram,youcanalways downloaditfromthePCTELsupportwebsite: http://rfsolutions.pctel.com/artifacts/SeeGullAssistant1.4.2.8.zip

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RMAProcedures Repair
PCTEL MX scanner has a 3year warranty period, within the first 3 year, if the scanner is found faulty, it can be returned to PCTEL US facility with a freeofcharge repair
Warranty will be revoked if the fault is caused by human, tempered by human or warranty seal is broken For inwarranty repair customer is responsible to pay for the shipping to send the unit to US for repair, while PCTEL will pay for the shipping of returning the repaired unit For outofwarranty repair customer is responsible to pay for shipping both ways If scanner is found faulty, customer should first contact PCTEL for primary troubleshooting to make sure unit is bad, then one can fill in the online RMA request form Upon receiving the RMA request, PCTEL will issue a RMA document to customer, then customer can send in the faulty unit together with a printed copy of RMA document
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CustomercanfindonlineRMArequestformatthebelowlink: http://rfsolutions.pctel.com/content.cgi?id_num=255

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RMAProcedures Calibration
PCTEL recommends MX scanner to be calibrated every 2 years, customer can choose to have the unit calibrated at our PCTEL US headquarter facility or authorized calibration house in Malaysia
Calibration service is a paid service no matter scanner is under warranty or not Customer is responsible to pay for shipping both ways Customer needs to fill in the online RMA request form the same way as doing repair Upon receiving the RMA request, PCTEL will issue a RMA document to customer, then customer can send in the faulty unit together with a printed copy of RMA document Upon calibration of the scanner, PCTEL will provide a printed copy of calibration certificate together with the calibrated unit

CustomercanfindonlineRMArequestformatthebelowlink: http://rfsolutions.pctel.com/content.cgi?id_num=255

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Thankyou

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