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Chapter

10

Troubleshooting

If you encounter a problem with the satellite modem, refer to the relevant
troubleshooting procedure or procedures in the sections that follow. If you cannot
correct the problem, contact Installer Support.

Topics:

•

Cannot Access the System
Control Center

For help on troubleshooting installation problems, see

Troubleshooting

installation problems

on page 39.

•

Testing connectivity to the
satellite

Improper settings on the computer connected to the satellite modem can cause
problems. For instructions on configuring a computer to work properly with the
modem see

Computer settings

on page 85.

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Summary of Contents for HN9000

Page 1: ...1037576 0001 Revision A March 21 2008 HN9000 Satellite Modem Installation Guide ...

Page 2: ...ess of the material in this document Hughes Network Systems LLC shall not be liable for errors contained herein The information in this document is subject to change without notice Hughes Network Systems LLC makes no warranty of any kind with regard to this material including but not limited to the implied warranties of merchantability and fitness for a particular purpose Trademarks Hughes Hughes ...

Page 3: ...r 11 Requirements for IFL cables connectors and ground blocks 11 A hub may be required 12 Computer requirements 12 Setting the installer laptop IP address 13 Setting an alternate IP address on the installer laptop 14 Chapter 3 Installing the satellite modem 17 Selecting the modem location 18 Modem operating position 18 Powering up the modem 18 Connecting the installer laptop to the modem 19 Enteri...

Page 4: ...ation page 52 Creating a shortcut to the System Control Center 52 Installation and activation complete 52 Part II Reference information 53 Chapter 8 System Control Center 55 Accessing the System Control Center 56 Creating a shortcut to the System Control Center 56 System Control Center home page 56 Text links 57 System Control Center common features 58 Button links 58 System Status button 59 Links...

Page 5: ...7 Configuring a computer to use DHCP 87 Configuring Windows Vista to use DHCP 87 Configuring Windows XP to use DHCP 89 Configuring Windows 2000 to use DHCP 91 Configuring a computer for a public IP address 93 Configuring Windows Vista Public IP address 93 Configuring Windows XP Public IP address 95 Configuring Windows 2000 Public IP address 97 Configuring proxy settings 99 Configuring Internet Exp...

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Page 7: ...minal Initialization Sequence in progress 32 Figure 20 Terminal Initialization Sequence complete 33 Figure 21 Terminal Initialization Sequence screen top part 42 Figure 22 Activation link on System Control Center home page 43 Figure 23 Ethernet and other cables final configuration 43 Figure 24 Activation link on the customer s computer 44 Figure 25 Subscriber agreement 45 Figure 26 Subscriber agre...

Page 8: ...roperties Windows Vista 88 Figure 60 Internet Protocol Properties Windows Vista 89 Figure 61 Network connections Windows XP 90 Figure 62 Local Area Connection Properties Windows XP 90 Figure 63 Internet Protocol Properties Windows XP 91 Figure 64 Accessing Local Area Connection Properties Windows 2000 98 Figure 65 Local Area Connection Properties Dialog Windows 2000 98 Figure 66 Internet Protocol ...

Page 9: ...s 34 Table 5 Reasons for registration errors and corrective actions 36 Table 6 Parameters in Terminal Info section appears on two installation screens 37 Table 7 Guidelines for installation troubleshooting 39 Table 8 Button links on System Control Center screens 59 Table 9 Meaning of System Status button colors 59 Table 10 State codes 67 Table 11 Front panel LED indications 74 Table 12 HN9000 stan...

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Page 11: ...ded will result in death or serious injury WARNING indicates a potentially hazardous situation which if not avoided could result in death or serious injury CAUTION indicates a potentially hazardous situation which if not avoided could result in minor or moderate injury The NOTICE label is used for advisory messages not related to personal injury Failure to heed a NOTICE message could result in dam...

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Page 13: ...o contains certain reference information concerning operation of the satellite modem This Guide is written primarily for professional installers It may also be useful for Trainers who train installers Call center operators who respond to customers calls This Guide is written for satellite modem installations in the United States and Canada xiii ...

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Page 15: ... Topics Satellite modem overview Preparing for installation Installing the satellite modem Installing outdoor equipment and antenna pointing Commissioning the satellite modem Activating the HughesNet service Completing the installation 1 ...

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Page 17: ...r supported operating system Satellite modem specifications The modem is a self hosted unit meaning that it does not depend on a computer to establish and maintain the Internet or intranet connection However the modem must be connected to a properly aligned satellite antenna The modem has an Ethernet port so it can be connected to a computer or to an Ethernet LAN Figure 1 HN9000 satellite modem No...

Page 18: ...tion In a multiple host configuration the hosts on the LAN share satellite Internet or internet connectivity through an Ethernet hub router or wireless base station The satellite modem is connected to the hub router or wireless base station as shown in Figure 3 Multiple host configuration in an Ethernet wired LAN on page 4 Note The customer must provide and configure hub router or wireless base st...

Page 19: ...pth 5 to 40º C Above 5000 ft altitude the maximum temperature is reduced by 1º C per 1000 ft Safe operating temperature range 5 to 95 non condensing Safe operating humidity range Up to 10 000 ft Safe altitude Convection Cooling method TCP IP Transmission Control Protocol Internet Protocol protocol suite Protocol support One Ethernet port supporting 10BaseT or 100BaseT operation RJ 45 switched Inte...

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Page 21: ...ther terminal components To install the satellite modem you need the Installation Reference Sheet This form includes parameters you need to enter to install the modem A code B Power supply information code C code and U code which are explained later Print the Installation Reference Sheet for your specific installation from the online HughesNet Installation Portal Primary tools and equipment needed...

Page 22: ...lation process which includes installation of all of the satellite terminal components A summary of the overall terminal installation process is presented in Figure 5 Satellite modem installation summary on page 8 This diagram focuses on tasks performed by the installer to install the satellite modem Task details for modem installation tasks are included in the sections that follow Figure 5 Satell...

Page 23: ...12 Instructions for other terminal components This Installation Guide covers only installation of the satellite modem For instructions on installing other components see Table 2 Related installation documents on page 9 Table 2 Related installation documents Where to find instructions Component Antenna Site Preparation and Mount Installation Guide 1035678 0001 Site survey site preparation antenna m...

Page 24: ...e modem Power cord Electrical requirements Application Power supply type and part number Detachable for 110 VAC outlet type Input line voltage 100 130 V 2 A maximum HN9000 satellite modem with 1 W or 2 W radio AC DC 73 W P N 1501006 0001 Input line frequency 60 Hz AC Rated power consumption 73 W If there is any reason to remove power from the satellite modem always unplug the AC power cord from th...

Page 25: ...ed to install the antenna mount and antenna and point the antenna see Antenna Site Preparation and Mount Installation Guide 1035678 0001 Ka Band Antenna Pointing Guide 1037663 0001 The installation manual for the antenna model you are installing Additional equipment This section discusses additional equipment that is recommended and equipment you may need depending on the specific installation Use...

Page 26: ...ome Premium Business Enterprise or Ultimate Processor speed 1 GHz System memory 1 GB Free hard disk space 150 MB Microsoft Windows XP Professional or Home Edition Processor speed 233 MHz Recommended 300 MHz or higher System memory 128 MB Recommended 256 MB or more Free hard disk space 150 MB Microsoft Windows 2000 Professional Edition with Service Pack 4 Processor speed 133 MHz System memory 128 M...

Page 27: ... similar If you need additional instructions see Configuring a computer for a public IP address on page 93 1 Use the Windows Control Panel on the installer laptop to open the Local Area Connection Properties dialog and then the Internet Protocol TCP IP Properties dialog If you need more specific instructions see Configuring a computer for a public IP address on page 93 Figure 7 Internet Protocol P...

Page 28: ...en the Local Area Connection Properties dialog and then the Internet Protocol TCP IP Properties dialog 2 Click Advanced to open the Advanced TCP IP Settings dialog 3 In the IP addresses box click Add to open the TCP IP Address dialog a Type the second IP address 192 168 0 2 b Type the subnet mask 255 255 255 0 c Click Add 4 In the Default gateways box click Add to open the TCP IP Gateway Address d...

Page 29: ...Figure 8 Settings for primary and alternate addresses on the laptop 15 Chapter 2 HN9000 Satellite Modem Installation Guide 1037576 0001 Rev A ...

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Page 31: ...eters Monitoring the commissioning process Service activation Typically the satellite modem is installed as part of a new satellite terminal installation Under some circumstances a modem may have to be re installed Note In some cases re installation may correct a specific service problem Re installation should only be done by a qualified installer or service technician or someone under specific di...

Page 32: ... any other position the modem may overheat and malfunction because of inadequate ventilation Figure 9 HN9000 in vertical position To avoid overheating install and operate the HN9000 modem only in the upright vertical position as shown in Figure 9 HN9000 in vertical position on page 18 Powering up the modem For this task you must have the satellite modem and the correct power supply To make sure yo...

Page 33: ...o you can perform the required installation procedures you connect your installer laptop computer to the modem After the modem is installed and registered with the satellite network you connect the modem to the customer s computer During modem installation the installer laptop computer must be directly connected to the modem without any intervening connection Connect the installer laptop to the sa...

Page 34: ...ed by the installer network and installation software and interaction between the satellite modem and the NOCC After powering up the modem the installer enters required parameters Then before installation can continue the installer must accurately point the antenna Enter information about the site satellite antenna and radio as explained in this section Enter the values shown on the Installation R...

Page 35: ...ch appears within a larger screen titled Advanced Configuration and Statistics Figure 14 Installation screen on page 22 The Installation screen is the first of several screens that appear within the Advanced Configuration and Statistics screen as you install the modem Figure 14 Installation screen on page 22 is an example showing the Installation screen with parameters entered You must enter the s...

Page 36: ...Satellite orbital location The value 0949505 which corresponds to the orbital location 94 950 W B code Antenna size The B code and C code values are used to ensure that the satellite modem transmits at the correct maximum power Antenna size B code 0 74 m 0749 0 98 m 0988 1 2 m 1208 1 8 m 1804 For the HN9000 modem select 0 74 m or 0 98 m antenna size only C code ODU power Nominal ODU power C code 1...

Page 37: ...te latitude and longitude values from your GPS receiver in degrees and minutes to three decimal places If you enter a latitude or longitude value with a minute value greater than 59xxx you will see an error message To avoid this perform a calculation as illustrated below to reduce the value to less than 59xxx For example if the latitude displayed by the GPS receiver is 39 8874 8874 59xxx Multiply ...

Page 38: ...en on page 24 Figure 16 Terminal Pointing Info screen If you want to change any of the values you previously entered on the Installation screen click Modify Installation Parameters This returns you to the Installation screen Do not click Pointing Done This would skip the pointing phase and subsequent registration would fail The Pointing Done button is used only during manual IDU replacement when a...

Page 39: ...ng for ODU Polarization If you set polarization incorrectly for example LHCP when RHCP is specified the satellite modem will not receive a signal For explanation of the information in the Terminal Info section lower part of the Terminal Pointing Info screen see Table 6 Parameters in Terminal Info section appears on two installation screens on page 37 25 Chapter 3 HN9000 Satellite Modem Installatio...

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Page 41: ...g refer to the manuals listed in Instructions for other terminal components on page 9 The HN9000 satellite modem can be used with a 74 m or 98 m two way satellite antenna Assemble and install the antenna assembly according to the antenna installation manual If you do not have the antenna installation manual find the required antenna type and model on the Installation Reference Sheet Then find the ...

Page 42: ...ure 17 In line connection of the DAPT on page 28 Figure 17 In line connection of the DAPT For additional information on pointing and the DAPT see the Ka Band Antenna Pointing Guide 1037663 0001 4 Use a temporary cable to connect the DAPT to the LNB on the radio assembly as shown in Figure 17 In line connection of the DAPT on page 28 This is a temporary arrangement that is required for antenna poin...

Page 43: ...it and receive cables The transmit and receive cable connectors must be securely tightened Make sure each connector is properly aligned not cross threaded The connector should be finger tight with no play Note The satellite modem may operate correctly when first installed even if the transmit and receive cable connectors are not adequately tightened However problems could develop later Therefore s...

Page 44: ... answer yes the modem exits pointing mode When the modem finishes downloading the pointing information the DAPT displays a Pointing Done message 3 Make sure you see the Pointing Done message on the DAPT Do not remove the DAPT until you see the Pointing Done message 4 Remove the DAPT and connect the receive IFL cable from the satellite modem the to the LNB on the radio assembly At this point the mo...

Page 45: ...installation problems to the modem The commissioning software is only sufficient to complete commissioning steps it does not support end user data transfer capabilities The modem interacts with the satellite to establish transmit timing and synchronization It interacts with the NOCC for authentication and registration and to obtain required software security keys and a preliminary configuration Th...

Page 46: ...Normally there is no need for intervention After you point the antenna and respond Yes on the DAPT to store the pointing information the modem exits pointing mode and displays the Terminal Initialization Sequence screen on your browser Figure 19 Terminal Initialization Sequence in progress on page 32 The Terminal Initialization Sequence screen lists each commissioning activity and each activity s ...

Page 47: ...iguration The modem also loads numerous profiles that are required for network operation Monitor the commissioning process by viewing the Terminal Initialization Sequence screen Unless there is a problem as indicated by an error message you should not have to take any action during this sequence except to monitor the process Monitor the initialization sequence screen while the modem progresses thr...

Page 48: ...address 169 254 0 1 to access the modem from a computer that has DHCP enabled Commissioning and installation reference information This reference section Lists the commissioning activities and corresponding progress messages that are displayed on the Terminal Initialization Sequence screen Includes explanation of error messages you could see in the event of a problem Explains the fields in the Ter...

Page 49: ...e values whereas pointing is not as sensitive Receiving Data Receive Satellite Information Complete Registering attempt number Registering Registration Process Registered Unable to register Registration Failed For details concerning Registration messages see Registration error messages on page 36 Acquiring Keys Access Keys Synchronization Synchronized Downloading Configuration and Operational Soft...

Page 50: ...de of assigned microcell Relocation Not Authorized Call Installer Support with the satellite modem s ESN and ST Name to resolve the issue The satellite modem s security access module is barred for a reason such as nonpayment for service SAM ESN Blacklisted by Operator Call Installer Support with the satellite modem s ESN to resolve the issue Attempting to register a previously registered ST Site N...

Page 51: ...ser data traffic is suspended but management traffic between modem and NOCC is not affected Suspended Not Suspended Suspension State The NOCC may put the modem in these states In Service No restrictions In Service Out of Service Desired State Out of Service and Maintenance User data traffic is blocked management traffic between modem and NOCC is restricted no unsolicited messages may be sent to th...

Page 52: ...ce This value indicates the state or results of background QoS tests that are being run Not Enabled Successful QoS Background State Failed To provide BOD the modem communicates with the satellite and uses uplink bandwidth capacity as required and allocated to it by the satellite High Volume High Volume Uplink modem is configured by NOCC for dedicated use of uplink bandwidth Regular High Volume BOD...

Page 53: ...gth is 0 or 1 Check the cables and reconnect them if necessary Transmit and receive cables may be swapped connected to the wrong connectors Inspect the cable and re terminate it if necessary Faulty receive cable Heavy rain or snow can interfere with the satellite signal The site can be affected by weather that is overhead or Bad weather System Status button on System Control Center screen is RED b...

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Page 55: ...to the customer s computer You the installer prepare the customer for activation by connecting the satellite modem to the customer s computer You are required to stay at the installation The customer s role Summary of the activation process site until the customer can connect to the Internet so you can offer guidance and assistance if necessary Screens displayed on the computer that is connected t...

Page 56: ...Configuring a computer to use DHCP on page 87 This task connecting the modem to the customer s computer is performed by the installer In the first step you make sure the modem is ready for activation before you connect the modem to the customer s computer 1 From the Terminal Initialization Sequence screen Figure 21 Terminal Initialization Sequence screen top part on page 42 or other Advanced Pages...

Page 57: ...ct the Ethernet cable from the installer laptop computer The Ethernet cable is already connected to the LAN port on the rear panel of the satellite modem b Connect the Ethernet cable to the LAN port on the PC or other device as shown in Figure 23 Ethernet and other cables final configuration on page 43 Figure 23 Ethernet and other cables final configuration 43 Chapter 6 HN9000 Satellite Modem Inst...

Page 58: ...ing Software screen to prevent the HughesNet Tools from being downloaded to the installer laptop If you have only the public IP address 169 254 10 10 configured on the installer laptop you must enable DHCP to demonstrate Internet browsing to the customer 1 Following the instructions in the Quick Start Guide which is shipped with the modem the customer opens a supported web browser types www system...

Page 59: ... activation screens they may see Security Alert screens with messages about Internet site security certificates The customer should click Yes to accept the certificate and continue 5 To activate the service the customer must agree to the HughesNet subscriber agreement Figure 25 Subscriber agreement on page 45 If the customer declines a link is displayed to exit the activation process Figure 25 Sub...

Page 60: ...r s name Figure 27 Welcome screen on page 46 Figure 27 Welcome screen The box near the middle of this screen displays the modem s Site ID Terminal IP Address and Terminal Subnet Mask The customer should write down or print this information for reference If the customer is going to use a public 46 HN9000 Satellite Modem Installation Guide 1037576 0001 Rev A Chapter 6 ...

Page 61: ...yellow bar at the top of the screen The add on is an ActiveX Control For additional information see the text on the screen Figure 28 Downloading Software screen 10 The screen shown in Figure 29 Computer verified screen on page 48 lets you know the activation software has inspected the computer and verified that it meets the necessary requirements The software advises if your computer does not meet...

Page 62: ... is about to install HughesNet Tools HughesNet Tools is a suite of software tools that can help users solve Internet browsing problems and improve browsing performance and Internet security Figure 30 Configure Software HughesNet Tools screen 48 HN9000 Satellite Modem Installation Guide 1037576 0001 Rev A Chapter 6 ...

Page 63: ... nearly all home installations a private IP address is appropriate You can only use a public IP address if your service plan provides for it Figure 31 Implement Public IP screen 13 The HughesNet Activation Complete screen informs the customer that the activation process has completed Figure 32 Activation Complete screen 49 Chapter 6 HN9000 Satellite Modem Installation Guide 1037576 0001 Rev A ...

Page 64: ...it and if the customer desires Perform connectivity tests If connectivity to the agent software s server is not available a 16 digit SXCode is made available to the user for use in calling Hughes Customer Care Configure a list of browser favorites or bookmarks Service activation is a complex but mostly automated process These are only some of the automatic processes that occur After activation if ...

Page 65: ... Print the System Control Center System Information page for the customer for future reference Printing the System Information page Create a shortcut to the System Control Center for the customer to use Creating a shortcut to the System Control Center Installation and activation complete 51 ...

Page 66: ...fe place Note If the you cannot print the page you can capture the screen image by pressing Alt PrintScreen Paste the captured image into a word processing document or image editor program and then save the image in a file Creating a shortcut to the System Control Center Create a desktop shortcut to the System Control Center home page on the customer s computer If you need instructions for this se...

Page 67: ...Part II Reference information Topics System Control Center LEDs Troubleshooting Advanced Pages Computer settings Conformance with standards and directives 53 ...

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Page 69: ...ormation and online documentation through a web browser on the computer that is connected to the satellite modem Use the System Control System Control Center home page Center to find system information for configuring networks or to check system performance if the satellite modem does not seem to be functioning properly System Control Center common features System Status page Reception Information...

Page 70: ...cut to the System Control Center home page on the customer s Windows desktop 1 Open a web browser Note The method described here works for Internet Explorer and Netscape Navigator It may work with other browsers 2 Type www systemcontrolcenter com or 192 168 0 1 in the browser address bar and press Enter Note To use 192 168 0 1 the satellite modem must be configured for a private IP address and DHC...

Page 71: ...ns the Terminal Status page which displays detailed information about the operational status of the satellite modem such as interface packet counts and acceleration statistics View System Information Opens the System Information page which displays information such as modem identification information and IP address information Note These links take you to the same destinations as the button links ...

Page 72: ...stem Control Center common features Certain features are common to some or all of the System Control Center screens as shown in Figure 35 Common features on System Control Center screens on page 58 These features and other common features are explained in the following sections Figure 35 Common features on System Control Center screens Button links At the top of each System Control Center page are...

Page 73: ...Terminal Status Displays system information such as ST Name assigned name of the satellite modem name and operational software version System Information page System Info For more information see System Information page on page 66 System Status button The System Status button only is a status indicator as well as a link It changes color to indicate the satellite modem s current status as explained...

Page 74: ...he connection between the modem and the satellite See Connectivity Test page on page 71 Help Opens the Help page Refer to the Help page which includes a variety of topics such as getting started and recommended browser settings Icon to access Advanced Pages The icon indicated by the arrow in the following illustration opens the Advanced Pages This icon appears on all System Control Center pages Fo...

Page 75: ...w it may be hidden by other windows in this case minimize other open windows State codes on status and information screens A state code is a number that indicates the operational state of the satellite modem State codes are displayed with an explanation in words as shown in the following example On the System Control Center status and information screens state codes are shown next to selected para...

Page 76: ...appears may include troubleshooting information Figure 40 Red flag problem indicator System Status page The System Status page displays important information about the satellite modem s operational status Available system status values may vary depending on how the satellite modem is configured Therefore some options shown in Figure 41 System Status page on page 62 may not appear on your System St...

Page 77: ...rmat The first left column identifies the parameter categories Satellite Interface Statistics Contains information on the receive status and signal strength as well as error messages related to satellite modem receive information Traffic Statistics Receive Contains statistical information on data received from the satellite including number of packets received or dropped etc Information about sele...

Page 78: ...ansmitted to the satellite from this satellite modem Information about selected parameters This section provides information for selected parameters on the Transmission Information page Parameters that may be most useful for you to know about are listed Total Satellite Packets Transmitted An increasing count of Total Satellite Packets Transmitted indicates that your satellite modem is successfully...

Page 79: ...s Sum of various counts of messages Dial Backup Status Count of dial backup traffic if the feature is enabled Some listed features may not be included in your service plan TCP Acceleration Statistics Counts of messages and connections used between the satellite modem and its destination if the feature is enabled Some listed features may not be included in your service plan SSL Acceleration Statist...

Page 80: ...Control Center and they need to call Hughes Customer Care or their service provider for assistance The operational parameters listed on the System Information page are shown in a tabular format The first left column identifies the parameter categories Identification Contains system ID information such as Site ID installation site ID and ST name a unique name that identifies the satellite modem Sof...

Page 81: ...ng examples State codes appear on installation screens on screens displayed during a hard reboot when power is removed and then restored and on System Control Center pages Figure 46 Examples of state codes Table 10 State codes on page 67 lists and explains all HN9000 state codes In the state code table modem refers to the satellite modem Table 10 State codes Corrective action Explanation State nam...

Page 82: ...Ps in Boot 8 Transient No action is necessary Modem is in boot phase and is downloading commissioning software Downloading Commissioning Software 9 Installer must complete validation Modem is waiting for antenna pointing validation to complete Occurs during installation only Waiting for Antenna Pointing Complete 10 Installation Commissioning phase Transient No action is necessary Modem is starting...

Page 83: ... Downloading Operational Software 20 Note State codes 1 20 appear only while the modem is being installed or during a hard reboot resulting from power being removed and then restored Operational phase Transient No action is necessary Modem is starting up in operational phase Starting Up in Operation 21 Transient No action is necessary Modem is in operational phase Downlink has been established tha...

Page 84: ...er over 30 minute periods and turns off the transmitter if the total power exceeds a preset limit imposed by the FCC Restricted states NOCC imposed restrictions Call Installer Support with site name to resolve the issue Modem has been barred from transmitting by the NOCC Possible reasons for barring include Barred 32 interference isolation uplink failure or government order Call Installer Support ...

Page 85: ... codes Connectivity Test page You can use the Connectivity Test page to test the connection between the satellite modem and the satellite Instructions for the test are provided on the screen No special configuration is required Figure 47 Terminal Connectivity Test page For details about this test see Testing connectivity to the satellite on page 78 71 Chapter 8 HN9000 Satellite Modem Installation ...

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Page 87: ...e modem has a vertical row of LEDs on the front panel and small LEDs on the Ethernet port on the back of the modem The LEDs provide information about the satellite modem s operating status Topics Front panel LEDs LAN port LEDs 73 ...

Page 88: ...ont panel LED indications Corrective action Satellite modem status Appearance LED The modem s LAN port is connected to another network device such as the user s computer On LAN Check network connections Problem with the LAN configuration requires user intervention Off The modem is able to transmit On Transmit The modem is transmitting data packets to the network satellite Blinking Check transmit c...

Page 89: ...oo hot If the modem overheats it turns off When it cools it recovers to operational status On red modem is positioned vertically and that its vents are not blocked Check power connection Not receiving power Off Bold type indicates LED appearance during normal operation LAN port LEDs Green and orange LEDs on the LAN Ethernet port on the modem s rear panel indicate link status and speed as explained...

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Page 91: ...tact Installer Support Topics Cannot Access the System Control Center For help on troubleshooting installation problems see Troubleshooting installation problems on page 39 Testing connectivity to the satellite Improper settings on the computer connected to the satellite modem can cause problems For instructions on configuring a computer to work properly with the modem see Computer settings on pag...

Page 92: ...LAN activity 5 Make sure the DC power cord adapter is securely attached to the satellite modem 6 If the LEDs are off make sure the Ethernet cable is securely attached to the satellite modem and the customer s computer 7 If you complete the installation and you still cannot access the System Control Center contact Installer Support Testing connectivity to the satellite If you have problems connecti...

Page 93: ...the remote modem and the satellite If the number of messages received is greater than zero but not equal to the number of messages sent you have physical connectivity to the satellite but if this test result persists you may have an access problem Typically the delay time time message is sent until it is received is approximately 1 second The screen shows the minimum average and maximum delay time...

Page 94: ...For additional information see How to interpret these results on the test results page 80 HN9000 Satellite Modem Installation Guide 1037576 0001 Rev A Chapter 10 ...

Page 95: ...enus parameters You may need to access the Advanced Pages to find specific information or to configure special features Opening the Installation sub menu Note The Advanced Pages provide access to critical configuration parameters and other functions Do not use these pages unless you are a qualified installer or other technician who thoroughly understands how the satellite modem operates or unless ...

Page 96: ...vanced Pages on page 82 Figure 53 Icon for accessing Advanced Pages The Advanced Configuration and Statistics screen appears as shown in Figure 54 Advanced Pages example showing the Advanced menu on page 83 An alternate way to open the Advanced Pages is to type www systemcontrolcenter stlui fs advanced in the browser address bar and press Enter Figure 54 Advanced Pages example showing the Advanced...

Page 97: ...vanced Pages are available through the Advanced menu Figure 55 Advanced Pages example Summary Status Results Expanding and collapsing menus To expand the Advanced Menu on the left side of the screen to show additional selections click the sign next to a menu item If you expand another menu item the previously expanded menu item collapses 83 Chapter 11 HN9000 Satellite Modem Installation Guide 1037...

Page 98: ... sub menu Advanced Pages of particular interest to installers are listed in the Installation sub menu To open this sub menu click next to Installation 84 HN9000 Satellite Modem Installation Guide 1037576 0001 Rev A Chapter 11 ...

Page 99: ...not change any settings on a customer s computer unless you first obtain permission to do so Configuring a computer to use DHCP Instructions are provided for Configuring a computer for a public IP address Configuring a computer to support DHCP Configuring a computer to use a public IP address Configuring proxy settings Disabling a web browser s proxy connection These procedures are explained in th...

Page 100: ...he Addressing field as shown in the following two examples Private IP addresses Figure Figure 56 Example of Addressing parameters showing available private IP addresses on page 86 is an example of System Information page address parameters for a satellite modem with a service plan that provides private IP addresses Figure 56 Example of Addressing parameters showing available private IP addresses I...

Page 101: ...ort Address is the modem s IP address 5 Record the LAN Port Address and the Last Usable IP Address Now you can enable DHCP on your computer by selecting Obtain an IP Address automatically in the Internet Protocol Properties dialog Then the modem will dynamically assign a public IP address to the computer Alternatively if you want to assign a particular public IP address to your computer you can se...

Page 102: ...cessfully configure your system if the red X is present 2 Right click the Local Area Connection NIC Card icon which represents the satellite modem network connection and select Properties The Local Area Connection NIC Card Properties dialog appears as shown in Figure 59 Local Area Connection Properties Windows Vista on page 88 Note Depending on the computer s security settings a pop up User Accoun...

Page 103: ... Run b Type cmd and click OK c Type ipconfig renew and press Enter d Make sure an IP address is shown on the line that starts with IP Address Configuring Windows XP to use DHCP This section explains how to configure your computer to use DHCP if your computer operating system is Microsoft Windows XP 1 From the Windows desktop select Start Settings Control Panel 2 Double click the Network and Dialup...

Page 104: ...roperties The Local Area Connection Properties dialog appears as shown in Figure 62 Local Area Connection Properties Windows XP on page 90 Figure 62 Local Area Connection Properties Windows XP 4 Ensure that both Client for Microsoft Networks and Internet Protocol TCP IP are installed and checked as shown 5 If NetBEUI is installed and checked uncheck it or uninstall it 6 Highlight Internet Protocol...

Page 105: ...Configuring Windows 2000 to use DHCP This section explains how to configure your computer to use DHCP if your computer operating system is Microsoft Windows 2000 1 From the Windows desktop select Start Settings Control Panel 2 Double click the Network and Dialup Connections icon in the Control Panel window A list of network connections appears A Local Area Connection icon must appear on this page ...

Page 106: ...Properties Dialog Windows 2000 on page 98 Figure 65 Local Area Connection Properties Dialog Windows 2000 5 If NetBEUI is installed and checked uncheck it or uninstall it 6 Highlight Internet Protocol TCP IP Be careful not to uncheck the checkbox 7 Click Properties The Internet Protocol Properties dialog appears as shown in Figure 66 Internet Protocol Properties Windows 2000 on page 99 92 HN9000 Sa...

Page 107: ...s you manually enter the following information IP address You need a valid IP address for the computer If the computer is part of a LAN each computer on the LAN must have its own unique address Subnet Mask This is the subnet mask assigned to your satellite modem You should have recorded this information in your Quick Start Guide during the registration process You can also obtain it from the Syste...

Page 108: ...llite modem network connection and select Properties The Local Area Connection NIC Card Properties dialog appears as shown in Figure 68 Local Area Connection Properties Windows Vista on page 94 Note Depending on your security settings a pop up User Account Control message may appear requesting that you confirm the action before proceeding If you see this message click Continue to proceed Figure 68...

Page 109: ...formation in the Default gateway Preferred DNS server or Alternate DNS server fields 11 Click OK Configuring Windows XP Public IP address Perform the following procedures to configure a computer running on Windows XP for a public IP address 1 Connect the installer laptop to the satellite modem using an Ethernet cable 2 From the Windows desktop select Start Settings Control Panel 3 Double click the...

Page 110: ...l Area Connection properties dialog as shown in Figure 71 Local Area Connection Properties Dialog Windows XP on page 96 Figure 71 Local Area Connection Properties Dialog Windows XP 6 If NetBEUI is installed and checked uncheck it or uninstall it 7 Highlight Internet Protocol TCP IP Be careful not to uncheck the checkbox 8 Click Properties The Internet Protocol Properties dialog appears as shown in...

Page 111: ...g Windows 2000 Public IP address Perform the following procedures to configure a computer running on Windows 2000 for a public IP address 1 Connect the installer laptop to the satellite modem using an Ethernet cable 2 From the Windows desktop select Start Settings Control Panel 3 Double click the Network and Dialup Connections icon in the Control Panel window A list of network adapters appears A L...

Page 112: ...Properties Dialog Windows 2000 on page 98 Figure 74 Local Area Connection Properties Dialog Windows 2000 6 If NetBEUI is installed and checked uncheck it or uninstall it 7 Highlight Internet Protocol TCP IP Be careful not to uncheck the checkbox 8 Click Properties The Internet Protocol Properties dialog appears as shown in Figure 66 Internet Protocol Properties Windows 2000 on page 99 98 HN9000 Sa...

Page 113: ...elds 12 Click OK to close the dialog box 13 Click OK again to save the settings and close the Local Area Connection Properties dialog Configuring proxy settings If your web browser cannot connect to the Internet check the browser s proxy settings If the browser is configured for the computer to use a proxy server to connect to the Internet try changing the setting to not use a proxy server Configu...

Page 114: ...not use a proxy server Follow these steps to configure Netscape Navigator to not use a proxy server 1 Turn the computer on and open Netscape 2 Select Edit Preferences The Preferences window appears 3 In the Category pane on the left side of the window select Advanced Proxies Figure 77 Proxy settings in Netscape Preferences window 100 HN9000 Satellite Modem Installation Guide 1037576 0001 Rev A Cha...

Page 115: ...ane on the right side of the window select Direct connection to the Internet 5 Click OK 6 Close Netscape and re launch it to enable the changes 101 Chapter 12 HN9000 Satellite Modem Installation Guide 1037576 0001 Rev A ...

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Page 117: ...page 103 Additional information follows the table Topics Operational and safety requirements for Canada Table 12 HN9000 standards compliance Standard Category Electromagnetic interference EMI UL60950 1 for the United States Safety standards CAN CSA C22 2 No 60950 1 for Canada FCC Part 15 for the United States Electromagnetic Interference EMI standards ICES 003 for Canada 103 ...

Page 118: ... the user to disconnect the equipment Users should ensure for their own protection that the electrical ground connections of the power utility telephone lines and internal metallic water pipe system if present are connected together This precaution may be particularly important in rural areas Users should not attempt to make electrical ground connections themselves but should contact the appropria...

Page 119: ...HN9000 complies with the Canadian ICES 003 Class B standard Canada Class B warning This Class B digital apparatus complies with Canadian ICES 003 Cet appareil numérique de la classe B est conforme á la norme NMB 003 du Canada 105 Chapter 13 HN9000 Satellite Modem Installation Guide 1037576 0001 Rev A ...

Page 120: ......

Page 121: ...nic Serial Number ESN European Union EU Fair access policy FAP Federal Communications Commission FCC Global Positioning System GPS HyperText Transfer Protocol HTTP High volume uplink HVUL Interference Causing Equipment Standard ICES Identifier ID Inter Facility Link IFL Internet Protocol IP Local area network LAN Left hand circular polarization LHCP Limited Liability Company LLC Low noise block LN...

Page 122: ... polarization RHCP Security Access Module SAM Site account number SAN Satellite in SAT IN Satellite out SAT OUT Signal to noise ratio SNR Signal Quality Factor SQF Secure Sockets Layer security protocol SSL Satellite terminal an alternate name for satellite modem used on some software screens ST Transmission Control Protocol TCP Transmission information packet TIP Uplink UL Underwriters Laboratory...

Page 123: ...and directives 103 Connecting IFL cables 28 IFL cables to modem 29 installer laptop to satellite modem 19 satellite modem to customer s computer 43 Connectivity test page 78 D DAPT 11 28 30 DHCP 42 44 50 78 DHCP settings 87 Downloading times 33 E Electromagnetic interference 104 EMI standards 104 Entering installation parameters 20 Equipment needed for installation 11 Error messages registration 3...

Page 124: ...osition for operating modem 18 Powering down the satellite modem 10 Powering up the modem 18 Power supply 9 Preparing for installation 7 Private IP address 49 86 Private network configuration 4 Proxy settings 99 Public IP address 13 46 49 86 93 installer laptop computer 13 R Reception Information page 63 Red flag indicator 62 Registration error messages 36 Related installation documentation 9 Repa...

Page 125: ...al Initialization Sequence screen 32 Terminal Pointing Info screen 24 Terminal Status page 64 Tools 10 Transmission Information page 64 Troubleshooting 39 77 78 cannot access System Control Center 78 installation problems 39 testing connectivity to satellite 78 W Welcome screen 46 111 Index ...

Page 126: ...112 Index ...

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