Hughes HN9200 Installation Manual Download Page 97

Page: 97 / 132

Figure 68: Troubleshooting reference diagram

Troubleshooting common problems

Note: The Problem Troubleshooting page and link are present on your HN9200 only if
they have been enabled by the NOC.

The Problem Troubleshooting page helps you correct problems you could encounter while using
the satellite modem. Follow these steps to use the Problem Troubleshooting page to diagnose
and correct a problem:

Click the

Problem Troubleshooting

link in the left panel of any System Control Center

page—except, on the System Control Center home page, the

Problem Troubleshooting

link

is located below the DIAGNOSTIC UTILITIES heading.
The Problem Troubleshooting page opens (

Figure 69: Problem Troubleshooting page

page 86).

HN9200 Satellite Modem Installation Guide

1038622-0001 Revision B

Chapter 8

Troubleshooting

Summary of Contents for HN9200

Page 1: ...1038622 0001 Revision B March 2 2011 HN9200 Satellite Modem Installation Guide ...

Page 2: ...t to ensure the correctness and completeness 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 par...

Page 3: ...lated components 9 Antenna 9 IFL cables 10 Requirements for cables connectors and ground blocks 10 Labeling the IFL cables 10 Hub or similar network device 10 Instructions for related components 11 Chapter 3 Installing the satellite modem 13 Prerequisites for installing the modem 14 Selecting the modem installation location 14 Ventilation and heat sources 14 Modem operating position 14 Connecting ...

Page 4: ...pleting registration 48 Manual commissioning 50 Entering parameters manual commissioning 51 Manually accessing the antenna pointing screens 53 Software download manual commissioning 53 Chapter 5 Completing the installation 55 Confirming that the satellite modem s files are up to date 56 Connecting the satellite modem to the customer s computer 57 Verify that the customer can browse the Internet 57...

Page 5: ...onfirming the receive signal 88 Confirming the transmit signal 88 Confirming that TCP Acceleration is operational 89 Confirming that Web Acceleration is operational 90 Confirming NOC connectivity 91 Confirming NOC connectivity Static IP Address 92 Confirming Internet connectivity 93 Checking the DNS setting 93 Checking for viruses and firewall issues 94 Cannot access the System Control Center 94 S...

Page 6: ...nced Pages 104 Expanding and collapsing menus 105 Opening the Installation sub menu 105 Appendix A LNB selection reference 107 Appendix B Updating the modem software 109 Extracting files 109 Update instructions 109 Appendix C Standards compliance 111 Safety Operating conditions for Canada 111 Repairs in Canada 111 Electromagnetic interference EMI 112 FCC Part 15 112 Canada Class B warning 112 R TT...

Page 7: ...llite Parameters screen 32 Figure 22 Receive LNB Selection screen two variations 34 Figure 23 Verification of Receive LNB Parameters screen 35 Figure 24 Transmit Radio Parameters screen 35 Figure 25 Selecting the transmit radio by part number 36 Figure 26 Verification of Transmit Radio Parameters screen 37 Figure 27 Receive Antenna Pointing screen 38 Figure 28 DAPT Antenna Pointing Status window 3...

Page 8: ...RxCodes 72 Figure 61 Transmission Information page 73 Figure 62 Finding additional Transmit Status information 74 Figure 63 List of TxCodes not all codes are shown 74 Figure 64 System Information page 75 Figure 65 Help page 77 Figure 66 Front panel LEDs on the HN9200 modem 80 Figure 67 LAN port LEDs 81 Figure 68 Troubleshooting reference diagram 85 Figure 69 Problem Troubleshooting page 86 Figure ...

Page 9: ...trol Center screens 65 Table 5 System Status button colors 66 Table 6 System Status page parameters 70 Table 7 Reception Information page parameters 71 Table 8 Transmission Information page parameters 73 Table 9 System Information page parameters HN9200 Info section 75 Table 10 Front panel LED indications 80 Table 11 HN9200 standards compliance 111 ix HN9200 Satellite Modem Installation Guide 1038...

Page 10: ......

Page 11: ...he potential hazard DANGER indicates a potentially hazardous situation which if not avoided 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 Messages concerning property damage NOTICE...

Page 12: ...ument they are identified in this section Additional symbols This document also uses these symbols Indicates a safety alert message that concerns a potential electric shock hazard Indicates a safety alert message that concerns a potentially hazardous situation in which you could be exposed to radio frequency RF energy HN9200 Satellite Modem Installation Guide xii 1038622 0001 Revision B ...

Page 13: ...r a Ka band or Ku band bent pipe satellite network This installation guide includes instructions for both Ka band and Ku band installations Figure 1 HN9200 satellite modem Terminology In this installation guide Satellite modem and modem both refer to the HN9200 satellite modem Installer Support refers to organizations that provide assistance to professional installers of Hughes satellite equipment...

Page 14: ... 0 inches 20 3 cm Height 1 6 inches 4 1 cm 2 4 inches 6 1 cm at base Width 9 0 inches 22 9 cm Depth 41 ºF to 104 ºF 5 ºC to 40 ºC Above 5 000 ft 1 524 m altitude the maximum temperature is reduced by 1 ºC per 1 000 ft 305 m Operating temperature range 5 to 90 non condensing Operating humidity range Up to 15 000 ft 4 572 m Altitude Convection Cooling method TCP IP Transmission Control Protocol Inte...

Page 15: ...mmary on page 4 Installation checklist Items required for installation To install the satellite modem you need the Installation Reference Sheet which contains installation parameters and other installation information specific to Conducting a site survey Power supply information your installation site Print the Installation Reference Sheet for your installation site from your installation support ...

Page 16: ...u must install the antenna before the satellite modem can be commissioned Then you point the antenna as part of the modem commissioning procedure Details for the satellite modem installation tasks are included in later chapters in this guide Preparing for the installation Make sure you have all items required for installation including the Installation Reference Sheet all equipment to be installed...

Page 17: ...onnected to the radio assembly are tightened to 20 inch lb torque Carefully follow waterproofing procedures using dielectric grease and Hughes approved weatherproof tape Power source Check AC power outlet for correct wiring Before connecting the modem power supply to the AC power source using a surge protector use an AC outlet tester to verify that the outlet is wired correctly Wiring problems may...

Page 18: ...AN and PIN Identification numbers are required to register the satellite modem Customers who purchased their system from a Hughes retail channel in the United States or Canada receive an order confirmation e mail containing their site account number SAN and personal identification number PIN DC DC power supply If the site has a DC power source it requires a DC DC power supply See Table 2 Power sup...

Page 19: ...efore proceeding make sure you have the correct power supply Check the part number on the power supply and refer to Figure 3 AC power supply for the HN9200 satellite modem on page 7 Always use the power supply provided with the satellite modem The modem s performance may suffer if the wrong power supply is used Connect the AC DC power supply to a three wire grounded outlet with an input of 110 240...

Page 20: ...aximum 1033554 0001 DC DC 65 W Rated power consumption 65 W All listed power supplies may be used with a 1 W or 2 W Ka band or Ku band radio All have a detachable power cord Computer and networking requirements This section lists the requirements for the computer or other device network and browser to be used with the satellite modem Computer requirements The HN9200 satellite modem can be used wit...

Page 21: ...nect the power supply to a power source until you are instructed to do so Related components The satellite modem is the indoor component of the satellite terminal The terminal also includes the outdoor antenna and IFL cables This section presents information on the outdoor components and other related equipment For additional information see the applicable documents listed in Table 3 Related insta...

Page 22: ...e 3 Related installation documents on page 11 The coaxial IFL cables and the ground block to which they are connected must meet the grounding requirements specified in the following warning You must comply with applicable local codes and the grounding requirements in Field Service Bulletin FSB HNS Broadband Requirements for RG 6 and RG 11 IFL Cable Connectors Ground Blocks and Ground Block Locatio...

Page 23: ...tallations Field Service Bulletin FSB IFL Cable Approved List with lengths for DW7x00 DW60xx and DW40xx Domestic Installations FSB__060316_01 IFL cable specifications in this FSB apply to HN9200 Ka band and Ku band installations IFL cables specifications approved types maximum lengths Field Service Bulletin FSB HNS Broadband Requirements for RG 6 and RG 11 IFL Cable Connectors Ground Blocks and Gr...

Page 24: ......

Page 25: ...ired for commissioning Commissioning including antenna pointing Modem operating position The installation software is factory pre installed in the satellite modem If necessary this software is automatically updated as part of the installation Connecting the transmit and receive cables process You access the installation software through a browser on your installer computer to perform tasks such as...

Page 26: ...le connections including connection to the power source Ventilation and heat sources Make sure the installation location meets the following requirements concerning ventilation and heat sources Do not block any of the modem s ventilation openings Leave 6 inches of space around the top and sides of the modem to ensure adequate ventilation and prevent overheating Do not place the modem near a heat s...

Page 27: ...shown in Figure 5 Connecting the transmit and receive cables to the modem on page 15 Figure 5 Connecting the transmit and receive cables to the modem 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 15 HN9200 Satellite Modem Installation Guide 1038622 0001 Revision ...

Page 28: ...omputer to the modem After the modem is installed and registered with the satellite network you connect the modem to the customer s computer or other device During modem installation the installer laptop computer must be directly connected to the modem without any intervening connection Connect the installer laptop to the modem 1 Use an Ethernet cable to connect your laptop computer directly to th...

Page 29: ...ms may include Hot and neutral wires reversed Neutral and ground wires reversed Open ground incomplete connection Open neutral If the outlet is wired improperly notify the customer that you are not permitted to connect the system to a faulty outlet Do not proceed with the installation until a properly wired outlet is provided Connect the power supply as follows 1 Check Power supply information on ...

Page 30: ...supply as follows 1 Connect the DC power cord to the DC IN port on the modem Note The input cable kit is included in the power supply kit The cable kit contains an input power connector connector pins and a wiring diagram it does not include wire 2 Assemble the input power cable according to the wiring diagram included in the cable kit HN9200 Satellite Modem Installation Guide 18 1038622 0001 Revi...

Page 31: ... and the input power cable is assembled and connected to the DC power source 1 Connect the input cable connector to the power supply 2 Observe the LEDs for proper operation See LEDS on power up on page 19 LEDS on power up As the modem powers up observe the front panel LEDs to make sure the modem is working properly When power is applied to the modem or after a modem reset the LEDs light up in the ...

Page 32: ......

Page 33: ... commissioning Commissioning methods Two methods are available for commissioning the HN9200 satellite modem Satellite based commissioning on page 22 Manual commissioning on page 50 Satellite based commissioning is the preferred commissioning method Use the manual commissioning method only if satellite based commissioning is not available and if you are instructed to do so by the service provider 2...

Page 34: ...new satellite parameters are distributed to you in a technical update email or other communication In this case you must manually enter the new satellite parameters Note If the service provider has provided you with an sbc cfg file you must complete the procedures in Uploading the sbc cfg file to the satellite modem on page 24 to upload the file to the modem If you need troubleshooting information...

Page 35: ...ages may also appear Figure 10 Failed ping test 4 If the ping test fails make sure The laptop s network interface card NIC is properly installed The laptop is configured to support DHCP 5 If the NIC is installed properly and the laptop is configured to support DHCP make sure all cable connections are secure properly aligned not cross threaded finger tight with no play 6 If the connections are secu...

Page 36: ...e sbc cfg file contains satellite information for SBC and the auto commissioning server ACS to be used for the commissioning process Once you have obtained the sbc cfg file save it on the installer laptop computer making sure to note the location where the file is saved If you do not need to upload an sbc cfg file go to Entering the antenna location on page 27 To upload the sbc cfg file 1 Open a b...

Page 37: ...s Values shown in these illustrations may not apply to the satellite modem you are installing Do not use values shown to install or configure the modem unless the instructions say to do so On some screens and in some messages you may see the word terminal or the abbreviation VSAT Both refer to the HN9200 satellite modem Screen and page are both used to refer to a set of information from your compu...

Page 38: ...guration has been transferred to the modem Figure 13 Confirming the sbc cfg file upload 10 After the upload completes click Close on the Configuration File Upload screen to return to the Satellite Setup menu Entering commissioning parameters To commission the satellite modem you enter parameters for the antenna location satellite and radio In some circumstances you may have to enter the antenna lo...

Page 39: ... 5 If you are installing the satellite modem outside of the United States or Canada go to Entering the antenna location manual entry on page 28 Follow the steps there to manually enter the antenna location If you are installing the modem in the United States or Canada continue to the next step 6 On the Antenna Location screen enter the ZIP code of the installation location and click Next 27 HN9200...

Page 40: ...splayed information is correct and click Next Entering the antenna location manual entry This is an alternate method for entering the antenna location Use it only if you need to manually enter the antenna location Use this method for modem installations outside the United States or Canada HN9200 Satellite Modem Installation Guide 28 1038622 0001 Revision B Commissioning the satellite modem Chapter...

Page 41: ...d longitude for your location Enter latitude and longitude in degrees to the nearest tenth of a degree 3 Be sure to select from the drop down list boxes Latitude North or South Longitude East or West 4 Click Next Note There is no verification screen when you manually enter the antenna location Entering satellite parameters 1 On the Satellite Parameters screen click the Satellite Transponders drop ...

Page 42: ...use the manual entry method See Entering the antenna location manual entry on page 28 Note The list of satellite transponders may be updated at any time so you may see different transponders than those shown in Figure 18 Satellite Parameters screen on page 30 The Verification of Satellite Parameters screen appears HN9200 Satellite Modem Installation Guide 30 1038622 0001 Revision B Commissioning t...

Page 43: ...ite parameters You must use this method if the satellite and transponder for your installation are not listed in the drop down list in Figure 18 Satellite Parameters screen on page 30 and you were not provided with an sbc cfg file Skip this section if you selected a satellite and transponder on the Satellite Parameters screen The satellite parameters are provided to you in a technical update email...

Page 44: ...al Entry of Satellite Parameters screen appears Figure 21 Manual Entry of Satellite Parameters screen 3 Enter or select the parameters HN9200 Satellite Modem Installation Guide 32 1038622 0001 Revision B Commissioning the satellite modem Chapter 4 ...

Page 45: ...n screen two variations on page 34 The list of LNBs you see depends on the how the modem is configured based on its sbc cfg file Select the LNB option that matches the part number or other identifier on the installed LNB If you cannot find the LNB part number or identifier refer to the LNB illustrations in LNB selection reference on page 107 for guidance If you are not sure which LNB option to sel...

Page 46: ... two variations 2 Click Next The Verification of Receive LNB Parameters screen appears showing information for the selected LNB HN9200 Satellite Modem Installation Guide 34 1038622 0001 Revision B Commissioning the satellite modem Chapter 4 ...

Page 47: ...arameters screen 4 On the Transmit Radio Parameters screen use the checkbox to select the radio part number if you know it otherwise select the transmit radio type 1 Watt or 2 Watt The radio part number should be on the Installation Reference Sheet If you know the radio part number 35 HN9200 Satellite Modem Installation Guide 1038622 0001 Revision B Chapter 4 Commissioning the satellite modem ...

Page 48: ...arameters screen appears Note The verification screen appears only if you selected the transmit radio by its part number Note The list of transmit radio part numbers may be updated at any time so you may see different part numbers than those shown in Figure 25 Selecting the transmit radio by part number on page 36 HN9200 Satellite Modem Installation Guide 36 1038622 0001 Revision B Commissioning t...

Page 49: ...na is pointed correctly the two azimuth Es No values match and the two elevation Es No values match The DAPT displays SQF and Es No values in real time and guides you through the pointing validation process The DAPT values are replicated on the DAPT Antenna Pointing Status window Figure 28 DAPT Antenna Pointing Status window on page 38 also in real time To receive point the antenna use the screens...

Page 50: ...t recommended pointing will not be validated If the radio assembly is Ka band and the text next to this checkbox reads Perform ACP you probably selected the wrong LNB In this case go back to the Receive LNB Selection screen and select the correct LNB Figure 28 DAPT Antenna Pointing Status window HN9200 Satellite Modem Installation Guide 38 1038622 0001 Revision B Commissioning the satellite modem ...

Page 51: ...ing you must obtain a Pass value for Center validation Azimuth validation Elevation validation For each validation test you can see the Es No values and Pass Fail result on the DAPT Antenna Pointing Status window 4 Perform the pointing validation steps described in the Ka Band Antenna Pointing Guide for Bent Pipe Satellite Networks 1038764 0001 Pointing is validated when all four validation fields...

Page 52: ...ompted Store Results near the end of the squinter pointing process 7 This step depends on the validation test results If any validation test fails click Back to restart DAPT antenna pointing then re test until all tests pass If you are using satellite based commissioning and all four validation tests pass click Next to continue Note The Next button shown in Figure 30 KA Antenna Pointing Validation...

Page 53: ...o assembly is Ku band and the text next to this checkbox reads Validate KA Antenna Pointing you probably selected the wrong LNB In this case go back to the Receive LNB Selection screen and select the correct LNB 2 Use the Signal Quality indication to peak receive pointing as instructed in the antenna installation guide Note You must peak the signal even if the antenna is locked to it When the sign...

Page 54: ...o initiate the manual cross polarization test Figure 32 Initiating a manual cross polarization test Be ready to adjust the antenna For antenna adjustment instructions see the antenna installation guide Note The manual cross polarization test times out 3 to 5 minutes after you click the Manual button Therefore you must complete any antenna adjustments required to achieve maximum transmit isolation ...

Page 55: ...tion test mode 10 If the modem passes ACP click Close to close the Cross Pol Test window Ku band pointing is now complete 11 What you do now depends on whether you are using satellite based or manual commissioning If you are using satellite based commissioning click Next on the Transmit Antenna Pointing screen to continue If you are following the instructions for Ku band manual commissioning click...

Page 56: ...electing the registration server If necessary you can manually enter the registration server s address as follows a Select the Enter Registration Server Address Manually checkbox b Enter the registration server s address in the HTTP field c Select the Secure HTTP Mode checkbox to enable a secure connection to the registration server 3 Click Next The Registration in Progress screen appears displayi...

Page 57: ...essages about Internet site security certificates Click Yes to accept the certificate and continue You may see several of these security screens in a row 7 Depending on your country location and type of installation go to Registering in the United States or Canada on page 45 or Registering outside the United States and Canada on page 47 Registering in the United States or Canada This section appli...

Page 58: ...d subscriber agreement screen Note Subscriber agreements may vary by customer type 3 On the registration screen shown in Figure 39 Entering SAN and PIN on page 47 ask the customer to enter their site account number SAN and PIN then click Continue HN9200 Satellite Modem Installation Guide 46 1038622 0001 Revision B Commissioning the satellite modem Chapter 4 ...

Page 59: ...tes and Canada This section applies only to installations outside the United States and Canada 1 Enter the customer s site ID on the registration screen Figure 40 Entering a site ID on page 48 and click Continue 47 HN9200 Satellite Modem Installation Guide 1038622 0001 Revision B Chapter 4 Commissioning the satellite modem ...

Page 60: ...eting registration These instructions apply to all modem installations Follow these instructions to complete modem registration 1 On the Registration Welcome screen click Continue HN9200 Satellite Modem Installation Guide 48 1038622 0001 Revision B Commissioning the satellite modem Chapter 4 ...

Page 61: ...reen shows the Site ID the modem s IP address Terminal IP Address and the modem s subnet mask Terminal Subnet Mask 2 If a printer is available click Print this Page to print the Registration screen 3 Give the printout to the customer 49 HN9200 Satellite Modem Installation Guide 1038622 0001 Revision B Chapter 4 Commissioning the satellite modem ...

Page 62: ...eset screen appears It is not shown here 6 Click Close on the Terminal Reset screen The modem is now commissioned Manual commissioning If satellite based commissioning is not available you must commission the modem manually However do not use the manual commissioning method unless you are instructed to do so by the service provider Manual commissioning requires coordination between you and the Net...

Page 63: ...l commissioning parameters 1 Open a web browser on the installer laptop 2 Type http 192 168 0 1 fs registration setup html in the browser address bar and press Enter The Satellite Setup menu appears Figure 44 Satellite Setup menu 3 Click VSAT Manual Commissioning to access the Manual Commissioning page 51 HN9200 Satellite Modem Installation Guide 1038622 0001 Revision B Chapter 4 Commissioning the...

Page 64: ...rameters may be provided to you in the Installation Reference Sheet or in another form of communication from your installation point of contact 5 When you are finished click Save Configuration HN9200 Satellite Modem Installation Guide 52 1038622 0001 Revision B Commissioning the satellite modem Chapter 4 ...

Page 65: ... 5 Click Next Figure 46 Antenna pointing screen 6 To continue manual commissioning follow the steps in Receive antenna pointing Ka band on page 37 Ka band only Receive antenna pointing Ku band on page 41 Ku band only Transmit antenna pointing Ku band on page 41 Ku band only Software download manual commissioning Prerequisite Antenna pointing must be completed and validated 1 Wait for the modem s o...

Page 66: ......

Page 67: ...Topics Confirming that the satellite modem s files are up to date Connecting the satellite modem to the customer s computer Verify that the customer can browse the Internet Printing the System Information page Creating a shortcut to the System Control Center Installation complete 55 HN9200 Satellite Modem Installation Guide 1038622 0001 Revision B ...

Page 68: ...iles are up to date the modem has been commissioned 6 Wait 15 minutes after completing registration for all files to be downloaded from the NOC to the modem 7 If All files are up to date does not appear after 15 minutes restart the modem a Go to the System Control Center home page b In the Help section click Restart HN9200 8 If you do not see the All files are up to date message power cycle the sa...

Page 69: ... the Internet You the installer are required to stay at the installation site until the customer can connect to the Internet so you can offer assistance if necessary After you have installed and registered the satellite modem verify that the customer can browse the Internet If the customer cannot browse the Internet 1 Configure the installer laptop so its network properties match those of the cust...

Page 70: ...tem Control Center on page 62 2 Tell the customer to click the System Info link to open the System Information Page 3 Tell the customer to click the Print this page link near the center of the screen The page should print Tell the customer to keep it in a safe place Note If for any reason you cannot print the page you can capture the screen image by pressing Alt PrintScreen Paste the captured imag...

Page 71: ...d for reference or troubleshooting purposes You may or may not need it Once the satellite modem installation is complete the customer can connect an Ethernet hub router or switch to the HN9200 modem to support multiple computers on a LAN using the address information shown in on the System Information page Figure 64 System Information page on page 75 59 HN9200 Satellite Modem Installation Guide 10...

Page 72: ......

Page 73: ...wser on a computer connected to the satellite modem Use the System Control Center System Control Center home page to find system information for configuring networks or to check system performance if the satellite modem does not seem to be functioning properly Common features on System Control Center screens Features a customer may not see System Status page Reception Information page Transmission...

Page 74: ... com or 192 168 0 1 and press Enter Note To use 192 168 0 1 DHCP must be enabled on the computer The System Control Center home page appears as shown in Figure 50 System Control Center home page on page 63 If you are unable to access the System Control Center refer to Cannot access the System Control Center on page 94 System Control Center home page The System Control Center home page contains num...

Page 75: ...lays information on data transmitted by the satellite modem Note These links take you to the same destinations as the button links at the top of each System Control Center page Diagnostic utilities links Connectivity Test Opens the Connectivity Test page which you can use to test the connection between the satellite modem and the NOC See Confirming NOC connectivity on page 91 Problem Troubleshooti...

Page 76: ...ssistance and additional information Restart HN9200 Restarts the satellite modem myHughesNet Note myHughesNet links may or may not be present on the satellite modem depending on the country where the modem is used and the customer s service plan Go to myHughesNet provides access to the HughesNet Web Portal which contains a variety of useful tools resources and information Access to the HughesNet p...

Page 77: ...below Table 4 Button links on System Control Center screens Description of destination page Destination Button Displays general status information such as signal strength and commissioning status For more information see System Status page on page 69 System Status page System Status Displays statistics about received data For more information see Reception Information page on page 71 Reception Inf...

Page 78: ... exceeded Orange If the System Status button is red or yellow look for a red flag next to any value or values on the System Control Center information pages those with tables listing parameters and values The red flag indicates a problem related to the parameter listed next to the flagged value If the parameter name is underlined click the parameter name to see a message that may include helpful i...

Page 79: ...te modem For details see Troubleshooting common problems on page 85 Detailed Problem Statistics Opens a screen you can use to view statistics concerning modem operation See Viewing problem related statistics on page 101 Connectivity Test Opens the Connectivity Test page which allows you to test the connection between the modem and the satellite See Confirming NOC connectivity on page 91 Download A...

Page 80: ...ned you can click the name or value to see an explanation of it Figure 55 Format of status and information screens The parameters listed on each screen are explained in this guide in the section for each screen System Status page on page 69 Reception Information page on page 71 Transmission Information page on page 73 System Information page on page 74 Red flag indicator On the status and informat...

Page 81: ...s not enabled the screen or screens for that feature or links to it do not appear Features that may be enabled or disabled by the NOC are Web Acceleration Problem Troubleshooting Detailed Problem Statistics Port Forwarding Download Allowance Status Browsing Optimization Utility System Status page The System Status page displays important information about the satellite modem s operational status A...

Page 82: ...nfiguration are up to date Software Download Status Indicates if the modem has been commissioned registered with the system You can determine if the modem has ever been de commissioned by clicking the Service History link Service Status Indicates if TCP Acceleration is operational or other status TCP acceleration improves the modem s performance TCP Acceleration Status Indicates if Web Acceleratio...

Page 83: ...erational or other status Click the displayed RxCode for explanation of the displayed code Receive Status Number of data messages received by the satellite modem Frames Received Percentage of received frames determined to be corrupted Any number greater than zero indicates a problem except when adverse Frames with Errors weather conditions are present Frames may be corrupted in adverse weather con...

Page 84: ...nal or if there is a problem Normal receive status is indicated by the message Receiver operational RxCode 5 The following two illustrations show how you can view a list of all RxCodes or see an explanation of the currently displayed RxCode Each RxCode except RxCode 5 indicates a specific problem in the receive path Figure 59 Finding additional Receive Status information The next illustration show...

Page 85: ...ing value indicates a transmission problem If a low value is displayed Number of Failed Transmissions and does not increase and the system is functioning there is no reason for concern Total number of data packets queued for transmission to the satellite since the modem was last restarted Number of Packets Submitted for Transmission Examining transmit status You can check the Transmit Status param...

Page 86: ...igure 63 List of TxCodes not all codes are shown System Information page The System Information page shown in Figure 64 System Information page on page 75 provides system information for the satellite modem such as Site ID and the release number of the modem s operational software HN9200 Satellite Modem Installation Guide 74 1038622 0001 Revision B System Control Center Chapter 6 ...

Page 87: ... number may be required for troubleshooting Serial number ZIP code of the modem site Zipcode Software build date Software Date Version of the modem s software This is typically the factory installed software version However if the NOC downloads Software Release a newer version of Gateway software to the modem the newer version number is displayed The satellite modem address The default modem addre...

Page 88: ...n your local network where x 0 9 The NAT subnet mask range of available addresses assigned to the modem is always 255 255 255 255 NAT Subnet mask Help page The System Control Center Help page Figure 65 Help page on page 77 contains information to help the user get started in using the satellite modem find contact information for assistance and other helpful information To display the Help page Cli...

Page 89: ...ncludes screens that are useful for troubleshooting For details see Troubleshooting common problems on page 85 Confirming NOC connectivity on page 91 Viewing problem related statistics on page 101 77 HN9200 Satellite Modem Installation Guide 1038622 0001 Revision B Chapter 6 System Control Center ...

Page 90: ......

Page 91: ... and small LEDs on the LAN 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 Using LEDs for troubleshooting 79 HN9200 Satellite Modem Installation Guide 1038622 0001 Revision B ...

Page 92: ...briefly Flashing means the LED alternates between on and off for periods of sec to 1 sec Table 10 Front panel LED indications Satellite modem status Appearance LED Satellite modem is connected to a computer network card or Ethernet device On LAN Transmitting and or receiving data Blinking No device is connected to the LAN port or the device connected to the LAN port is not working properly Off OK ...

Page 93: ...a Indicates an operational problem If it appears the LEDs are not functioning properly make sure you have the correct power supply Refer to Table 2 Power supply specifications for the HN9200 satellite modem on page 8 for detailed power supply information 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 in Figure 67 L...

Page 94: ......

Page 95: ...ntrol Center For explanation of red flags on System Control Center screens see Red flag indicator on page 68 Using the front panel LEDs for troubleshooting The Advanced Pages contain diagnostic and other information that may help in troubleshooting See Advanced Pages on page 103 Problem with a connected device Using the LAN port LEDs for troubleshooting In addition the HN9200 satellite modem provi...

Page 96: ... supply disconnect the AC power cord from the power source power strip wall outlet or surge protector If the satellite modem uses a DC DC power supply disconnect the DC input cable connector from the modem s power supply In either case AC DC or DC DC do not unplug the power cord from the satellite modem s rear panel Doing so could result in static electricity discharge that could shock you and or ...

Page 97: ...dem Follow these steps to use the Problem Troubleshooting page to diagnose and correct a problem 1 Click the Problem Troubleshooting link in the left panel of any System Control Center page except on the System Control Center home page the Problem Troubleshooting link is located below the DIAGNOSTIC UTILITIES heading The Problem Troubleshooting page opens Figure 69 Problem Troubleshooting page on ...

Page 98: ...m contact Installer Support Cannot access the Internet If you can access the System Control Center but you cannot access the Internet you may be able to resolve the problem by performing some or all of the following troubleshooting procedures Confirming that the satellite modem is commissioned on page 87 Confirming the receive signal on page 88 Confirming the transmit signal on page 88 Confirming ...

Page 99: ... Control Center home page opens Confirming that the satellite modem is commissioned To confirm that the modem is commissioned 1 At the System Control Center click the System Info link The System Information page appears Figure 70 System Info page Note The System Info page for your installation may show different fields and values 2 In the HN9200 section check the Site ID line If the numeric site I...

Page 100: ...shooting information Figure 71 Reception Info page Note The RxCode shown is an example Confirming the transmit signal To confirm that the modem is properly transmitting signals to the satellite 1 At the System Control Center click the Transmission Info link The Transmission Information page appears 2 In the Transmit Status field check the TxCode If the TxCode is Transmitter Ready RxCode 8 the mode...

Page 101: ...g that Web Acceleration is operational on page 90 3 If the TCP Acceleration Status is Disabled restart the modem a Go to the System Control Center home page b In the Help section click Restart HN9200 4 If TCP Acceleration is still disabled power cycle the modem a Unplug the power cord from the power source b If the modem is connected to a DC power source unplug the DC input cable from the satellit...

Page 102: ...eleration is functioning normally If the indicator button is yellow Web Acceleration may not be operational Continue to the next step 2 Click the System Status link to access the System Status page 3 Observe the message in the Web Acceleration Status field If the Web Acceleration Status is Operational Web Acceleration is enabled Proceed to Confirming NOC connectivity on page 91 Note Web Accelerati...

Page 103: ... still not operational contact your service provider for assistance Confirming NOC connectivity Use the Connectivity Test page to check connectivity to the Hughes Network Operations Center NOC You may want to open a second web browser to access the Help page while you execute a connectivity test 1 Click Connectivity Test on the System Control Center page to access the Connectivity Test page Figure...

Page 104: ... Internet connectivity on page 93 Confirming NOC connectivity Static IP Address This section applies only if the modem is using a static IP address If pinging the modem address fails and DHCP is disabled on the modem the default gateway address is probably not set correctly in the computer s operating system settings The default gateway address should be the modem IP address as displayed on the Sy...

Page 105: ...hooting 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 ...

Page 106: ...ing procedure that corresponds to your hardware configuration Satellite modem connected directly to a computer Satellite modem connected to an Ethernet device Satellite modem connected directly to a computer Follow the steps below if the modem is connected directly to a computer 1 On the computer desktop double click the System Control Center shortcut icon 2 If the System Control Center does not a...

Page 107: ...6 Try again to access the System Control Center If you still cannot access the System Control Center contact your service provider If you can now access the System Control Center your Ethernet device may not be properly configured Refer to the documentation for your Ethernet device to configure it properly Be sure to re connect the satellite modem to the Ethernet device before attempting to access...

Page 108: ...an electrical shock or damage to the modem The modem may recover 2 If the fatal error indication continues the modem must be replaced Contact Installer Support All LEDs flashing If all LEDs are flashing simultaneously this indicates that the satellite modem s firmware is corrupted A modem in this state cannot be recovered Contact Installer Support for assistance All LEDs off If all LEDs on the fro...

Page 109: ...atellite modem by unplugging the power cord from the modem s rear panel Doing so could result in static electricity discharge that could shock you and or damage the modem 3 If the LAN LED is still off check the LAN port LEDs on the back panel If the Orange LED is on and the front panel LAN LED is not contact Installer Support for assistance If both the Orange LED and the front panel LAN LED are of...

Page 110: ...er computer If the front panel LAN LED is now on there may be a problem with the customer s computer that was connected to the satellite modem If the LAN LED is still off contact Installer Support Problem with a connected device If a device other than a computer is connected to the satellite modem the System Control Center is probably never accessible However you can troubleshoot based on the foll...

Page 111: ...om the modem s power supply c Wait 10 sec d Plug the power cord back into the power source e If the power source is DC plug the input cable back into the power supply Do not power cycle the satellite modem by unplugging the power cord from the modem s rear panel Doing so could result in static electricity discharge that could shock you and or damage the modem 4 If the problem persists contact Inst...

Page 112: ...oblem 3 If the equipment seems to be OK power cycle the satellite modem a Unplug the power cord from the power source b If the modem is connected to a DC power source unplug the DC input cable from the satellite modem s power supply c Wait 10 sec d Plug the power cord back into the power source e If the power source is DC plug the input cable back into the power supply To remove power from the sat...

Page 113: ...have been enabled by the NOC You can use the Detailed Problem Statistics page to view selected operational statistics recorded over a recent specific hourly time frame To view statistics 1 Click Detailed Problem Statistics on the System Control Center home page or in the left panel of other System Control Center pages The Detailed Problem Statistics page appears Figure 76 Detailed Problem Statisti...

Page 114: ... interpretation by a trained technician Checking for possible AC outlet problems If you are troubleshooting a problem and you have tried other steps but they have not solved the problem there could be a problem with the AC power outlet Check the outlet wiring and measure the voltage between neutral and ground at the AC outlet as explained in Power source on page 5 HN9200 Satellite Modem Installati...

Page 115: ...cess 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 an Installer Support representativ...

Page 116: ... 192 168 0 1 fs advanced advanced html in the browser s address bar and press Enter Figure 78 Icon for accessing Advanced Pages arrow Figure 79 Advanced Pages example showing the Advanced menu on page 104 shows an example one of the many available Advanced Pages Other Advanced Pages are available through the Advanced menu in the left panel Figure 79 Advanced Pages example showing the Advanced menu...

Page 117: ... If you expand another menu item the previously expanded menu item collapses Opening the Installation sub menu Advanced Pages of particular interest to installers are listed in the Installation sub menu To open this sub menu click Installation 105 HN9200 Satellite Modem Installation Guide 1038622 0001 Revision B Chapter 9 Advanced Pages ...

Page 118: ......

Page 119: ...ot sure which LNB to select on the Receive LNB Selection screen Figure 22 Receive LNB Selection screen two variations on page 34 the illustrations in this appendix may help you identify the installed LNB and therefore which option you should select from the drop down list The list of LNBs you see depends on the how the modem is configured Figure 80 Selection aid for Ka band LNBs 107 HN9200 Satelli...

Page 120: ...Figure 81 Selection aid for Ku band LNBs HN9200 Satellite Modem Installation Guide 108 1038622 0001 Revision B LNB selection reference Appendix A ...

Page 121: ... file to the folder you created This file contains the Updater utility and all supporting files 3 Extract the files from the ZIP file to the same folder or to another folder It is recommended that you extract the files to a folder that will contain only the extracted files Update instructions The files extracted with the Fallback Updater include instructions for using the Fallback Updater To ensur...

Page 122: ......

Page 123: ...tions network protective operational and safety requirements The Department does not guarantee that the equipment will operate to the user s satisfaction Before installing the equipment users should make sure they are permitted to connect to the facilities of the local telecommunications company The equipment must also be installed using an acceptable method of connection In some cases the company...

Page 124: ...ired to take adequate measures FCC Part 15 This section applies to the HN9200 satellite modem Standards to which conformity is declared FCC Part 15 The modem complies with Part 15 of the FCC Rules Operation is subject to the following two conditions 1 This device may not cause harmful interference and 2 this device must accept any interference received including interference that may cause undesir...

Page 125: ... interference in which case the user may be required to take adequate measures R TTE EU This product is within the scope of the EU Radio Equipment and Telecommunications Terminal Equipment R TTE Directive IPoS The Hughes HN9200 system is compliant with IPoS ratified by the Telecommunications Industry Association TIA 1008 first published in October 2003 and issued as Revision A in May 2006 Figure 8...

Page 126: ......

Page 127: ... Interference EMI Energy per symbol per noise power spectral density Es No European Union EU Federal Communications Commission FCC Field service bulletin FSB HyperText Transfer Protocol HTTP Interference Causing Equipment Standard ICES Identifier ID Indoor unit satellite modem IDU Inter facility link IFL Internet Protocol IP Internet Protocol security IPSec Internet service provider ISP A Hughes p...

Page 128: ...p time RTT Radio Equipment and Telecommunications Terminal Equipment R TTE Site account number SAN Satellite based commissioning SBC Satellite gateway flow control SGWFC Satellite in SAT IN Satellite out SAT OUT Signal quality factor SQF Transmission Control Protocol TCP User Datagram Protocol UDP Underwriters Laboratory UL Uniform resource locator URL Volts alternating current VAC Volts alternati...

Page 129: ...P Acceleration 89 transmit signal 88 Web Acceleration 90 Connecting 15 16 57 IFL cables to modem 15 installer laptop to satellite modem 16 modem to the customer s computer 57 transmit and receive cables 15 D DAPT pointing tool 31 33 37 53 DC DC power supply 18 Detailed Problem Statistics page 101 DNS setting 93 Download allowance status 67 Download limit 71 E EMC standards 113 EMI standards 112 En...

Page 130: ...dicators 68 Registering the satellite modem 43 Related components and documentation 11 Related installation documentation 11 Repairs in Canada 111 Rescue switch 84 Restart modem 64 RxCodes 72 S Safety standards Canadian 111 Safety symbols xi Satellite based commissioning 22 Satellite modem overview 1 Satellite parameters 29 31 Satellite transponders 29 31 sbc cfg file 24 Scope of this guide 2 Shor...

Page 131: ...U Updating modem software fallback bin file 109 Uploading the sbc cfg file 24 V Ventilation 14 Viruses 94 119 HN9200 Satellite Modem Installation Guide 1038622 0001 Revision B Index ...

Page 132: ...HN9200 Satellite Modem Installation Guide 120 1038622 0001 Revision B Index ...

Search results

Summary of Contents for HN9200

Reviews:

Related manuals for HN9200

Brands by name

Popular brands

Hughes HN9200, Installation Manual

Search results

Summary of Contents for HN9200

Reviews:

Related manuals for HN9200

Brands by name

Popular brands