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Figure 77: Selecting a category of statistics

3.

Select a time period (for example, 0 - 1 hour ago).

4.

Click

Get Statistics

.

The System Control Center displays the statistics you requested.

Note:

Most of the displayed statistical information is very technical and requires

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

on page 7.

HN9400 Satellite Router Installation Guide

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1038554-0001 Revision B

Troubleshooting

Chapter 8

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Summary of Contents for HN9400

Page 1: ...1038554 0001 Revision B March 2 2011 HN9400 Satellite Router 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: ...er requirements 11 Related components 11 Antenna 11 IFL cables 12 Requirements for cables connectors and ground blocks 12 Labeling the IFL cables 12 Hub or similar network device 12 Instructions for related components 12 Chapter 3 Installing the satellite router 15 Prerequisites for installing the router 16 Selecting the router installation location 16 Ventilation and heat sources 16 Router operat...

Page 4: ...ide the United States and Canada and enterprise installations 49 Completing registration 50 Manual commissioning 52 Entering parameters manual commissioning 53 Manually accessing the antenna pointing screens 55 Software download manual commissioning 55 Chapter 5 Completing the installation 57 Confirming that the satellite router s files are up to date 58 Connecting the satellite router to the cust...

Page 5: ...he satellite router is commissioned 89 Confirming the receive signal 90 Confirming the transmit signal 90 Confirming that TCP Acceleration is operational 91 Confirming that Web Acceleration is operational 92 Confirming NOC connectivity 93 Confirming NOC connectivity Static IP Address 94 Confirming Internet connectivity 95 Checking the DNS setting 95 Checking for viruses and firewall issues 96 Cann...

Page 6: ...ng the Advanced Pages 106 Expanding and collapsing menus 107 Opening the Installation sub menu 107 Appendix A LNB selection reference 109 Appendix B Updating the router software 111 Extracting files 111 Update instructions 111 Appendix C Standards compliance 113 Safety Operating conditions for Canada 113 Repairs in Canada 113 Electromagnetic interference EMI 114 FCC Part 15 114 Canada Class B warn...

Page 7: ...tellite Parameters screen 34 Figure 22 Receive LNB Selection screen two variations 36 Figure 23 Verification of Receive LNB Parameters screen 37 Figure 24 Transmit Radio Parameters screen 37 Figure 25 Selecting the transmit radio by part number 38 Figure 26 Verification of Transmit Radio Parameters screen 39 Figure 27 Receive Antenna Pointing screen 40 Figure 28 DAPT Antenna Pointing Status window...

Page 8: ...RxCodes 74 Figure 61 Transmission Information page 75 Figure 62 Finding additional Transmit Status information 76 Figure 63 List of TxCodes not all codes are shown 76 Figure 64 System Information page 77 Figure 65 Help page 79 Figure 66 Front panel LEDs on the HN9400 router 82 Figure 67 LAN port LEDs 83 Figure 68 Troubleshooting reference diagram 87 Figure 69 Problem Troubleshooting page 88 Figure...

Page 9: ...ntrol Center screens 67 Table 5 System Status button colors 68 Table 6 System Status page parameters 72 Table 7 Reception Information page parameters 73 Table 8 Transmission Information page parameters 75 Table 9 System Information page parameters HN9400 Info section 77 Table 10 Front panel LED indications 82 Table 11 HN9400 standards compliance 113 ix HN9400 Satellite Router Installation Guide 10...

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Page 11: ...e 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 NOTICEi...

Page 12: ...ment 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 HN9400 Satellite Router Installation Guide xii 1038554 0001 Revision B ...

Page 13: ...uration The HN9400 is an IP router and so it eliminates the need for an external router The HN9400 can be used in either 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 HN9400 satellite router Terminology In this installation guide Satellite router and router both refer to the HN9400 satellite router...

Page 14: ...bove 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 Internet Protocol protocol suite Protocol support Ka band or Ku band Supported frequency ranges Two RJ 45 Ethernet LAN ports supporting...

Page 15: ...bnet Each LAN port is configured with a separate IP address at the NOC which means the router supports independent subnets 3 HN9400 Satellite Router Installation Guide 1038554 0001 Revision B Chapter 1 Satellite router overview ...

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Page 17: ...ese two documents contain parameters you need to Conducting a site survey Power supply information install the router and other installation information The Installation Reference Sheet is specific to a single installation site The installation specification is Computer and networking requirements customer specific it applies to all terminal installations for a specific customer From your installa...

Page 18: ... must install the antenna before the satellite router can be commissioned Then you point the antenna as part of the router commissioning procedure Details for the satellite router 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 and installation specificat...

Page 19: ...doors Make sure F connectors connected 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 router power supply to the AC power source using a surge protector use an AC outlet tester to verify that the outlet is wire...

Page 20: ...er 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 For enterprise customers or customers outside the United States and Canada you need a site ID to register the router DC DC power supply If the site has a DC power source it requires a...

Page 21: ... for the HN9400 satellite router Before 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 HN9400 satellite router on page 9 Always use the power supply provided with the satellite router The router s performance may suffer if the wrong power supply is used Connect the AC DC power supply to a three wire gro...

Page 22: ...tion 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 router Computer requirements The HN9400 satellite router can be used with any device that supports IP and has a 10 100 B...

Page 23: ...door 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 installation documents on page 13 Antenna You must assemble and install the antenna before you install the satellite router You...

Page 24: ...des 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 Location FSB_050518_01 Improper grounding can result in electric shock injury property damage and or poor router performance Labeling the IFL cables Label the receive and transmit IFL cables at the outdoor point of entry and at the indoo...

Page 25: ...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 Ground Block Location FSB_050518_01 IFL cable connectors Grounding Ground blocks See the antenna installation guide for the specific antenna model you are installing For Ka band antennas see also the Ka Band A...

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Page 27: ...ired for commissioning Commissioning including antenna pointing Router operating position The installation software is factory pre installed in the satellite router 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 ...

Page 28: ...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 router s ventilation openings Leave 6 inches of space around the top and sides of the router to ensure adequate ventilation and prevent overheating Do not place the router near a hea...

Page 29: ...hown in Figure 5 Connecting the transmit and receive cables to the router on page 17 Figure 5 Connecting the transmit and receive cables to the router 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 17 HN9400 Satellite Router Installation Guide 1038554 0001 Revisio...

Page 30: ...the router After the router is installed and registered with the satellite network you connect the router to the customer s computer or other device During router installation the installer laptop computer must be directly connected to the router without any intervening connection Connect the installer laptop to the router 1 Use an Ethernet cable to connect your laptop computer directly to either ...

Page 31: ...s 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 p...

Page 32: ...upply as follows 1 Connect the DC power cord to the DC IN port on the router 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 HN9400 Satellite Router Installation Guide 20 1038554 0001 Rev...

Page 33: ... 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 21 LEDS on power up As the router powers up observe the front panel LEDs to make sure the router is working properly When power is applied to the router or after a router reset the LEDs light up in the ...

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Page 35: ... commissioning Commissioning methods Two methods are available for commissioning the HN9400 satellite router Satellite based commissioning on page 24 Manual commissioning on page 52 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 ...

Page 36: ...w satellite parameters are distributed to you in a technical update email or in an installation specification 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 router on page 26 to upload the file to the router If you need troubleshootin...

Page 37: ...es 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 secure...

Page 38: ...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 29 To upload the sbc cfg file 1 Open a bro...

Page 39: ...alues shown in these illustrations may not apply to the satellite router you are installing Do not use values shown to install or configure the router 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 HN9400 satellite router Screen and page are both used to refer to a set of information from your compu...

Page 40: ...ration has been transferred to the router 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 router you enter parameters for the antenna location satellite and radio In some circumstances you may have to enter the antenna lo...

Page 41: ... If you are installing the satellite router outside of the United States or Canada go to Entering the antenna location manual entry on page 30 Follow the steps there to manually enter the antenna location If you are installing the router 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 29 HN9400...

Page 42: ...layed 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 router installations outside the United States or Canada HN9400 Satellite Router Installation Guide 30 1038554 0001 Revision B Commissioning the satellite router Chapte...

Page 43: ... 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 d...

Page 44: ...list you must use the manual entry method See Entering the antenna location manual entry on page 30 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 32 The Verification of Satellite Parameters screen appears HN9400 Satellite Router Installation Guide 32 1038554 0001 Revision B ...

Page 45: ...ameters 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 32 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 or in ...

Page 46: ...l Entry of Satellite Parameters screen appears Figure 21 Manual Entry of Satellite Parameters screen 3 Enter or select the parameters HN9400 Satellite Router Installation Guide 34 1038554 0001 Revision B Commissioning the satellite router Chapter 4 ...

Page 47: ...screen two variations on page 36 The list of LNBs you see depends on the how the router 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 109 for guidance If you are not sure which LNB option to sele...

Page 48: ...two variations 2 Click Next The Verification of Receive LNB Parameters screen appears showing information for the selected LNB HN9400 Satellite Router Installation Guide 36 1038554 0001 Revision B Commissioning the satellite router Chapter 4 ...

Page 49: ...Parameters 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 or installation specification 37 HN9400 Satellite Router Installation Guide 1038554 0001 Revision B Chapter 4 Commissioning the satellite router ...

Page 50: ...Transmit Radio Parameters 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 38 HN9400 Satellite Router Installation Guide 38 1038554 0001 Revision ...

Page 51: ...a 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 40 also in real time To receive point the antenna use the screens ...

Page 52: ... 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 HN9400 Satellite Router Installation Guide 40 1038554 0001 Revision B Commissioning the satellite router...

Page 53: ...ng 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 54: ...mpted 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 55: ...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 56: ... 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 w...

Page 57: ...on test mode 10 If the router 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 58: ...llation specification Figure 35 Selecting 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...

Page 59: ...icates 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 consumer installations on page 47 or Registering outside the United States and Canada and enterprise installations on page 49 Registering in the United States or Canada consumer ...

Page 60: ... 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 49 ask the customer to enter their site account number SAN and PIN then click Continue HN9400 Satellite Router Installation Guide 48 1038554 0001 Revision B Commissioning the satellite router Chapter 4 ...

Page 61: ...stallations This section applies only to enterprise installations and all 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 50 and click Continue 49 HN9400 Satellite Router Installation Guide 1038554 0001 Revision B Chapter 4 Commissioning the satellite router ...

Page 62: ...ing registration These instructions apply to all router installations Follow these instructions to complete router registration 1 On the Registration Welcome screen click Continue HN9400 Satellite Router Installation Guide 50 1038554 0001 Revision B Commissioning the satellite router Chapter 4 ...

Page 63: ...een shows the Site ID the router s IP address Terminal IP Address and the router 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 51 HN9400 Satellite Router Installation Guide 1038554 0001 Revision B Chapter 4 Commissioning the satellite router ...

Page 64: ...set screen appears It is not shown here 6 Click Close on the Terminal Reset screen The router is now commissioned Manual commissioning If satellite based commissioning is not available you must commission the router 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 Ne...

Page 65: ... 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 53 HN9400 Satellite Router Installation Guide 1038554 0001 Revision B Chapter 4 Commissioning the...

Page 66: ...he Installation Reference Sheet installation specification or in another form of communication from your installation point of contact 5 When you are finished click Save Configuration The router saves the parameters and reboots HN9400 Satellite Router Installation Guide 54 1038554 0001 Revision B Commissioning the satellite router Chapter 4 ...

Page 67: ...Antenna pointing screen 6 To continue manual commissioning follow the steps in Receive antenna pointing Ka band on page 39 Ka band only Receive antenna pointing Ku band on page 43 Ku band only Transmit antenna pointing Ku band on page 43 Ku band only Software download manual commissioning Prerequisite Antenna pointing must be completed and validated 1 Wait for the router s operational software to ...

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Page 69: ...opics Confirming that the satellite router s files are up to date Connecting the satellite router 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 57 HN9400 Satellite Router Installation Guide 1038554 0001 Revision B ...

Page 70: ...s are up to date the router has been commissioned 6 Wait 15 minutes after completing registration for all files to be downloaded from the NOC to the router 7 If All files are up to date does not appear after 15 minutes restart the router a Go to the System Control Center home page b In the Help section click Restart HN9400 8 If you do not see the All files are up to date message power cycle the sa...

Page 71: ...mputer Verify that the customer can browse 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 router verify that the customer can browse the Internet If the customer cannot browse the Internet 1 Configure the installer laptop so its...

Page 72: ...ssing the System Control Center on page 64 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 ...

Page 73: ... for reference or troubleshooting purposes You may or may not need it Once the satellite router installation is complete the customer can connect an Ethernet hub router or switch to the HN9400 router 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 77 61 HN9400 Satellite Router Installation Guide ...

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Page 75: ...ser on a computer connected to the satellite router 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 router 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 Transmissio...

Page 76: ...ter 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 65 If you are unable to access the System Control Center refer to Cannot access the System Control Center on page 96 System Control Center home page The System Control Center home page contains ...

Page 77: ...ays information on data transmitted by the satellite router 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 router and the NOC See Confirming NOC connectivity on page 93 Problem Troubleshoot...

Page 78: ...sistance and additional information Restart HN9400 Restarts the satellite router myHughesNet Note myHughesNet links may or may not be present on the satellite router depending on the country where the router 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...

Page 79: ...elow 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 71 System Status page System Status Displays statistics about received data For more information see Reception Information page on page 73 Reception Info...

Page 80: ... impaired because Orange The daily download allowance has been exceeded This allowance does not apply if the subscriber s service plan has no download limit Not all IPSec sessions are functioning As a result data will not flow between some destinations 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 w...

Page 81: ...ubleshooting Opens the Problem Troubleshooting page a tool that can help you solve common problems you could encounter while using the satellite router For details see Troubleshooting common problems on page 87 Detailed Problem Statistics Opens a screen you can use to view statistics concerning router operation See Viewing problem related statistics on page 103 Connectivity Test Opens the Connecti...

Page 82: ...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 71 Reception Information page on page 73 Transmission Information page on page 75 System Information page on page 76 Red flag indicator On the status and informat...

Page 83: ... 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 router s operational status A...

Page 84: ...iguration are up to date Software Download Status Indicates if the router has been commissioned registered with the system You can determine if the router 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 router s performance TCP Acceleration Status Indicates if Web Accelerati...

Page 85: ...rational or other status Click the displayed RxCode for explanation of the displayed code Receive Status Number of data messages received by the satellite router 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 86: ...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 87: ...ng 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 router was last restarted Number of Packets Submitted for Transmission Examining transmit status You can check the Transmit Status param...

Page 88: ...ure 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 77 provides system information for the satellite router such as Site ID and the release number of the router s operational software HN9400 Satellite Router Installation Guide 76 1038554 0001 Revision B System Control Center Chapter 6 ...

Page 89: ...mber may be required for troubleshooting Serial number ZIP code of the router site Zipcode Software build date Software Date Version of the router s software This is typically the factory installed software version However if the NOC downloads a newer version Software Release of Gateway software to the router the newer version number is displayed The satellite router address The default router add...

Page 90: ... your local network where x 0 9 The NAT subnet mask range of available addresses assigned to the router is always 255 255 255 255 NAT Subnet mask Help page The System Control Center Help page Figure 65 Help page on page 79 contains information to help the user get started in using the satellite router find contact information for assistance and other helpful information To display the Help page Cl...

Page 91: ...cludes screens that are useful for troubleshooting For details see Troubleshooting common problems on page 87 Confirming NOC connectivity on page 93 Viewing problem related statistics on page 103 79 HN9400 Satellite Router Installation Guide 1038554 0001 Revision B Chapter 6 System Control Center ...

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Page 93: ...and small LEDs on the LAN ports on the back of the router The LEDs provide information about the satellite router s operating status Topics Front panel LEDs LAN port LEDs Using LEDs for troubleshooting 81 HN9400 Satellite Router Installation Guide 1038554 0001 Revision B ...

Page 94: ... briefly Flashing means the LED alternates between on and off for periods of sec to 1 sec Table 10 Front panel LED indications Satellite router status Appearance LED Satellite router 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 ...

Page 95: ...atellite router is transmitting or receiving data 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 HN9400 satellite router on page 10 for detailed power supply information LAN port LEDs Green and orange LEDs on the each of the two LAN Ethernet ports on the router s r...

Page 96: ... Using the front panel LEDs for troubleshooting on page 97 Using the LAN port LEDs for troubleshooting on page 102 HN9400 Satellite Router Installation Guide 84 1038554 0001 Revision B LEDs Chapter 7 ...

Page 97: ...trol Center For explanation of red flags on System Control Center screens see Red flag indicator on page 70 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 105 Problem with a connected device Using the LAN port LEDs for troubleshooting In addition the HN9400 satellite router provi...

Page 98: ... supply disconnect the AC power cord from the power source power strip wall outlet or surge protector If the satellite router uses a DC DC power supply disconnect the DC input cable connector from the router s power supply In either case AC DC or DC DC do not unplug the power cord from the satellite router s rear panel Doing so could result in static electricity discharge that could shock you and ...

Page 99: ...ter 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 100: ... 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 router is commissioned on page 89 Confirming the receive signal on page 90 Confirming the transmit signal on page 90 Confirming ...

Page 101: ...Control Center home page opens Confirming that the satellite router is commissioned To confirm that the router 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 HN9400 section check the Site ID line If the numeric site ...

Page 102: ...hooting information Figure 71 Reception Info page Note The RxCode shown is an example Confirming the transmit signal To confirm that the router 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 rout...

Page 103: ...eb Acceleration is operational on page 92 3 If the TCP Acceleration Status is Disabled restart the router a Go to the System Control Center home page b In the Help section click Restart HN9400 4 If TCP Acceleration is still disabled power cycle the router a Unplug the power cord from the power source b If the router is connected to a DC power source unplug the DC input cable from the satellite rou...

Page 104: ...on 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 93 Note Web Acceleration Stat...

Page 105: ...till 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 7...

Page 106: ...nternet connectivity on page 95 Confirming NOC connectivity Static IP Address This section applies only if the router is using a static IP address If pinging the router address fails and DHCP is disabled on the router the default gateway address is probably not set correctly in the computer s operating system settings The default gateway address should be the router IP address as displayed on the ...

Page 107: ...eshooting steps 1 Open a command prompt on a computer connected to the router 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 wi...

Page 108: ...procedure that corresponds to your hardware configuration Satellite router connected directly to a computer Satellite router connected to an Ethernet device Satellite router connected directly to a computer Follow the steps below if the router 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 109: ...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 router to the Ethernet device before attempting to access ...

Page 110: ...cal shock or damage to the router The router may recover 2 If the fatal error indication continues the router must be replaced Contact Installer Support All LEDs flashing If all LEDs are flashing simultaneously this indicates that the satellite router s firmware is corrupted A router in this state cannot be recovered Contact Installer Support for assistance All LEDs off If all LEDs on the front pa...

Page 111: ...ge the router 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 off check all network equipment that connects the computer with the router including the computer s Ethernet card Ethernet cable s and any switch or hub Replac...

Page 112: ...outer 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 router the System Control Center is probably never accessible However you can troubleshoot based on the following LED conditions For details go to the listed page Transmit LED is off on page 100 Receive LED is off on page 101 System LED is off ...

Page 113: ...from the router 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 notpowercyclethesatelliterouterby unplugging the power cord from the router s rear panel Doing so could result in static electricity discharge that could shock you and or damage the router 4 If the problem persists contact Inst...

Page 114: ...blem 3 If the equipment seems to be OK power cycle the satellite router a Unplug the power cord from the power source b If the router is connected to a DC power source unplug the DC input cable from the satellite router 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 s...

Page 115: ...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 116: ... 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 7 HN9400 Satellite Router Installat...

Page 117: ...ess 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 router operates or unless an Installer Support representativ...

Page 118: ... 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 106 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 119: ... 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 107 HN9400 Satellite Router Installation Guide 1038554 0001 Revision B Chapter 9 Advanced Pages ...

Page 120: ......

Page 121: ...t sure which LNB to select on the Receive LNB Selection screen Figure 22 Receive LNB Selection screen two variations on page 36 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 router is configured Figure 80 Selection aid for Ka band LNBs 109 HN9400 Satelli...

Page 122: ...Figure 81 Selection aid for Ku band LNBs HN9400 Satellite Router Installation Guide 110 1038554 0001 Revision B LNB selection reference Appendix A ...

Page 123: ...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 ensure...

Page 124: ......

Page 125: ...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 126: ...red to take adequate measures FCC Part 15 This section applies to the HN9400 satellite router Standards to which conformity is declared FCC Part 15 The router 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 undesi...

Page 127: ...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 HN9400 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 82...

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Page 129: ...etic 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 Industry Canada IC Interference Causing Equipment Standard ICES Identifier ID Indoor unit satellite router IDU Inter facility link IFL Internet Protocol IP Internet Protocol security IPSec Internet service...

Page 130: ...y RF Round trip 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 V...

Page 131: ... 91 transmit signal 90 Web Acceleration 92 Connecting 17 18 59 IFL cables to router 17 installer laptop to satellite router 18 satellite router to the customer s computer 59 transmit and receive cables 17 D DAPT pointing tool 33 35 39 55 DC DC power supply 20 Detailed Problem Statistics page 103 DNS setting 95 Download allowance status 69 Download limit 73 E EMC standards 115 EMI standards 114 Env...

Page 132: ...page 73 Red flag indicators 70 Registering the satellite router 45 Related components and documentation 12 Related installation documentation 12 Repairs in Canada 113 Rescue switch 86 Restart router 66 RxCodes 74 S Safety standards Canadian 113 Safety symbols xi Satellite based commissioning 24 Satellite parameters 31 33 Satellite router overview 1 Satellite transponders 31 33 sbc cfg file 26 Scop...

Page 133: ...U Updating router software fallback bin file 111 Uploading the sbc cfg file 26 V Ventilation 16 Viruses 96 121 HN9400 Satellite Router Installation Guide 1038554 0001 Revision B Index ...

Page 134: ...HN9400 Satellite Router Installation Guide 122 1038554 0001 Revision B Index ...

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