Hughes Network HN9260, Installation Manual

Page: 99 / 122

Chapter 8 • Troubleshooting
1039434-0001 Revision A
99
If you lose access to the Internet, this could be a result of a temporary Internet
problem or a problem with the site you are trying to access. If you lose Internet
connectivity, try these troubleshooting steps:
1. Open a command prompt on a computer connected to the modem.
2. Ping the HughesNet web server:
a. Type
ping www.hughesnet.com
(or other server address provided by the
customer).
b. Press
Enter
.
If the ping test succeeds, there may be a temporary problem with the web site
you originally tried to access. Wait a while and then try to access the web site
again. If the ping test fails, continue with these steps.
3. Ping the test server:
a. Type
ping 198.77.116.39
.
b. Press
Enter
.
If the ping test is successful but you still cannot browse the Internet, complete
the procedures in
Checking the DNS setting on page 99.
If the ping test fails, contact Installer Support for assistance.
Checking the DNS setting
If you can ping the test server but cannot browse the Internet, follow these steps to
check the DNS settings on your computer. The steps may vary slightly based on your
computer’s operating system.
1. On the Windows task bar, click Start > Run .
2. In the Run window, type command .
3. Click
OK
.
4. Type
ipconfig/all
and press
Enter
.
5. Locate the DNS addresses in the DNS Servers field.
6. For customers who have their own NOC, verify that the customer-specific DNS
address appears in the
DNS Servers
field.
7. Close the Command window.
If the DNS address is correct, wait a while and try to access a web site again.
There may be a temporary Internet connection outage. If you are still cannot
access a web site after waiting, complete the procedures in
Checking for viruses
and firewall issues . If the DNS address is not correct, contact Installer Support for
assistance.
Checking for viruses and firewall issues
If you have confirmed all connections but still cannot access the Internet, check the
computer (and all other computers on the same network) for viruses. If you find a
virus, delete or disable it, then try to browse the Internet again.
If you are using a firewall, refer to the firewall documentation and make sure none of
its settings are blocking access to either the Internet or the Hughes servers. Make
sure you are using the latest version of any anti-virus and/or firewall software.