Hardware Maintenance Guide

Appear TV AS
PO Box 8 Lilleaker
NO-0216 Oslo
Norway

Doc. Name : Hardware Maintenance Guide

SW Revision : 3.22
Date
: 04.01.2016

Tel: +47 24 11 90 20
Fax: +47 24 11 90 21
Email: support@appeartv.com
appeartv.com

Appear TV

1 Table of Contents
1

TABLE OF CONTENTS.....................................................................................................................2

REVISION HISTORY ........................................................................................................................3

OVERVIEW.....................................................................................................................................3

HOT SWAPPING A POWER SUPPLY ............................................................................................... 4

4.1
4.2

DC100X, SC200X, MC300X .........................................................................................................4

XC5000 ..................................................................................................................................... 5

HOT SWAPPING A FAN ...................................................................................................................5

HOT SWAPPING A MODULE ...........................................................................................................7

6.1
7

7.1
7.2

ADDING AND REMOVING MODULES IN A CHASSIS..............................................................................8

SUPPORT PROCEDURES ............................................................................................................... 9

CUSTOMER SUPPORT PROCESS ..................................................................................................... 9

RMA PROCEDURE ...................................................................................................................... 9

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2 Revision History
Version
1.0.0
1.1.0
1.2.0

Date
10.10.2012
20.06.2013
21.10.2013

Name
Pallavi Katpilwar
Damian Hatwell
Damian Hatwell

Comment
Initial version
Added XC5000 chassis details
Added XC5100 1RU chassis details

3 Overview
The Appear TV platform is maintenance friendly as different modules in the head-end such as power supply, fan,
decoder, input, output, processing, or switch can be replaced while the head-end is in operation, without shutting
it down. The process of hot swapping varies depending on the type of element. The sections below describe these
processes accordingly.
Appear TV recommends that the head-end is cleaned periodically with a vacuum cleaner to prevent dust from
collecting between the grooves.
If you have any questions or feedback, contact Appear TV Support at: +47 2411 9020 or support@appeartv.com.

It is not possible to hot swap any of the modules in the DC1001, DC1101, SC2001, SC2101,
MC3001 and MC3101 1RU chassis.

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4 Hot Swapping a Power Supply

4.1 DC100x, SC200x, MC300x
On the front of the 4RU chassis, there are two power connectors available (see Figure 1). These connectors
correspond to the actual power supply modules installed at the back of the chassis. Depending on the
configuration of your head-end, there may or may not be a second power supply module.
In the event of a power supply failure, the LED next to the power supply connector (on the front of the chassis as
shown in Figure 1) will change from green to red. The corresponding LED on the back of the chassis (Figure 2) will
also switch to red.
To replace the power supply:

At the back of the chassis, loosen the screws located in the middle of the power supply panel with a T8
Torx screwdriver.
Using a flat or slot screwdriver, loosen the screws at the corners of the power supply panel.
Do not remove the screws completely but loosen them enough to remove the power supply module.
Insert the replacement power supply module and screw it in accordingly.
When a power supply module is removed, the indicator LED on the front of the chassis will
switch off indicating that there is no power supply installed in that particular slot of the chassis.
Consequently, the corresponding alarm in the Web GUI will also be cleared.

Figure 1 - Indicator LEDs on Power Supply Modules

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Figure 2 - Back of the Chassis: Fan and Power Supply Indicator LEDs

4.2 XC5000 4RU

On the back of the 4RU chassis, there are two power connectors available on the power supplies (see ). Depending
on the configuration of your head-end, there may or may not be a second power supply module.
In the event of a power supply failure, the LED on the power supply will change from green to red.
To replace the power supply:

Remove the power connector from the power supply

Press the black release tab on the power supply
While holding the release tab, remove the power supply from the chassis

Insert the replacement power supply module. You will hear a click when the power supply is locked in
place

4.3 XC5100 1RU

5 Hot Swapping a Fan
5.1 4RU Chassis
Fan modules are located at the back of the chassis. There are altogether four (4) fan modules in a 4RU chassis; all
four of them are identical. The fans on the XC5000 units are larger, but the procedure is similar.
To replace the fan module:

At the back of the chassis, loosen the screws for the fan module you want to remove with a T8 Torx
screwdriver (Figure 3).
Do not remove the screws completely; loosen them enough to remove the fan module.

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Disconnect the fans connector (see Figure 4).

Connect the replacement fan modules connector to the chassis.
Screw the fan module back in accordingly.

Figure 3 - Back of the Chassis: Screws to be Loosened

Figure 4 - Fan Module: Connector

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5.2 1RU Chassis (XC5100 only)

6 Hot Swapping a Module

6.1 4RU Chassis
Decoder, input, output, processing, or switch modules are accessible from the front of the 4RU chassis.
To replace one of these modules:

Using a Philips screwdriver, loosen the screws at the front of the chassis for the module you want to
remove (one screw is located in the ejector itself).

Do not remove the screws completely; simply loosen them enough to remove the module.

Next, press the white button inside the module ejector and push the ejector down. The module is now
released from the chassis and will appear as shown in Figure 5.

To insert a new module, align the modules edges with the module guides in the chassis, ensuring that
the ejector on the module is in the open position as illustrated in Figure 5.

Figure 5 - A Module with its Ejector released

Slide the module into the unit on the module guides until the ejector touches the chassis.

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Move the ejector upwards, inserting the module all the way into the unit.

To preserve the configuration, insert new modules (with the same SW version) into the same slot as
the previous ones. Alternatively the complete chassis must be upgraded to the same SW version. Refer
to the Upgrade Guide for more information on SW upgrades.

6.2 1RU Chassis

6.3 Adding and Removing Modules in a Chassis

If a module is removed permanently from the chassis or the new module inserted is of different type than the one
removed (i.e. a decoder is replaced with a descrambler), the removed modules configuration must be deleted
from the database.
After removing the physical module, go to the About page in the Web GUI (Figure 6). The removed module will be
displayed in red, to indicate that it is missing. Click the
on the right and then select Apply Changes to
completely remove the module along with its configuration parameters stored in the database. Refresh the
About page and verify that the new module has been removed.

Figure 6 - Web GUI: About Page

If a module is inserted into an empty slot, it will be automatically added to the database. No additional
configuration is needed.

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7 Support Procedures
7.1 Customer Support Process
The Customer Support Process is illustrated in Figure 7 below.

Figure 7 - Customer Support Process

1. The Business Partner is contacted by the client to resolve an issue suspected to be related to one of
Appear TVs products. The Business Partner conducts First Line Support by attempting to identify the
problem. Possible tasks that are carried out here are configuration checks, software upgrades, and onsite replacement of faulty products.
a.

2.

If equipment has been purchased directly from Appear TV, then please skip this step and take
direct contact with the Appear TV Support Team, ie Second Line Support.

If the problem persists, Appear TVs Support Team is contacted to carry out Second Line Support.
Analysis of the customer request will be performed over the phone or via email; all known issues will be
addressed and potentially eliminated by checking the configuration, checking the logs, and carrying out
software upgrades if necessary.

3. Further analysis is done in the Second Line Support either through remote diagnostics or on-site repair. If
needed, the problem will be forwarded to the R&D department, Third Line Support. If the problem is
identified, the warranty of the affected unit(s) and the service agreement applicable will be verified.
4.

7.2

If the warranty or service agreement is valid, the RMA procedure will follow. Otherwise, the client will be
contacted by the Sales department with estimated repair costs. If the client accepts the estimated cost,
the client opens a Purchase Order (P.O.). Then, the RMA procedure will follow.

RMA Procedure

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Appear TVs RMA procedure ensures customer satisfaction and success by delivering high quality post sales
support.
Once the support request has resulted in a hardware issue, the RMA procedure is initiated (Figure 8).

Figure 8 - RMA Procedure

1.

When the Support Team creates an RMA form, it consists of the type of item that is failing, the serial
number and a description of the failure. This form is then sent to the Business Partner.

2.

When the Business Partner receives the RMA form, they will ship the affected items to Appear TV
together with a copy of the RMA form and three copies of Proforma invoices. The Business Partner will
cover the shipping cost.

3.

When the Support Team receives the items they will inspect the unit(s) for physical damages. If there is
no damage, it will be sent to the factory for repairs. After the unit(s) is repaired, they will be shipped back
to the Support Team. This process takes approximately 10 business days. The Support Team then ships
the items back to the Business Partner. The return shipping cost will be covered by Appear TV.

4. If the unit(s) is damaged, the Sales department will be informed.

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