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Hughes HX90 Installation Manual Download Page 89

Chapter 8 • Troubleshooting

 

1039456-0001  Revision A

89

Chapter 8

Troubleshooting

This chapter provides troubleshooting procedures. Most section headings describe a 
problem you could encounter (such as 

System LED is off

) or they describe 

troubleshooting procedures for correcting a problem (such as 

Confirming Internet 

connectivity

). To correct a problem, find the description that matches your problem, 

then find the troubleshooting procedure or procedures for your problem.

If you cannot correct the problem, contact Hughes Installer Support.

Other sections in this guide that contain troubleshooting information are listed 
below:

•

For explanation of 

red flags

 on System Control Center screens, see 

Red flag 

indicator

 on page 74.

•

The 

Advanced Pages

 contain diagnostic and other information that may help in 

troubleshooting. See Chapter 9 – 

Advanced Pages

 on page 111.

In addition, the HX90 satellite router provides its own online Help, which includes 
substantial troubleshooting information (including troubleshooting commissioning 
problems). Access this information through the System Control Center 

Help 

link (

Help 

> Frequently Asked Questions

).

Another valuable source of troubleshooting information is the HughesNet 
Knowledge Base, available online at 

http://kb.hughesnet.com

.

Important troubleshooting information

 

Do 

not

 use the recessed rescue switch on the router’s rear panel

 unless you are a 

qualified technician. Pressing this switch could cause the router to become 
inoperable.

 

This installation guide contains some procedures that instruct you to restart the 
router using the Restart function in the System Control Center. When so 
instructed, do not power cycle the router. Doing so will destroy data that may be 
useful for troubleshooting.

 

NOTICE

NOTICE

Summary of Contents for HX90

Page 1: ...HX90 Satellite Router Installation Guide 11717 Exploration Lane Germantown MD 20876 Phone 301 428 5500 Fax 301 428 1868 2830 1039456 0001 Revision A April 11 2012 ...

Page 2: ...o 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 partic...

Page 3: ...er supply information 15 Computer and networking requirements 17 Computer requirements 17 Networking and Internet browser requirements 18 Related components 18 Antenna 18 IFL cables 19 Hub or similar network device 20 Instructions for related components 20 Chapter 3 Installing the satellite router 21 Prerequisites for installing the router 21 Selecting the router installation location 21 Ventilati...

Page 4: ...e download manual commissioning 60 Chapter 5 Completing the installation 61 Confirming that the satellite router s files are up to date 61 Connecting the satellite router to the customer s computer 63 Printing the System Information page 63 Creating a shortcut to the System Control Center 64 Installation complete 64 Chapter 6 System control center 67 Accessing the System Control Center 67 System C...

Page 5: ...firming Internet connectivity 99 Checking the DNS setting 99 Checking for viruses and firewall issues 100 Cannot access the System Control Center 100 Satellite router connected directly to a computer 100 Satellite router connected to an Ethernet device 100 Using the front panel LEDs for troubleshooting 101 Power LED off and one or more LEDs flashing 102 All LEDs flashing 102 All LEDs off 102 Check...

Page 6: ...g files 113 Update instructions 113 Appendix C Standards compliance 115 Safety Operating conditions for Canada 115 Repairs in Canada 115 Electromagnetic interference EMI 116 FCC Part 15 116 Canada Class B warning 117 R TTE EU 117 Electromagnetic compatibility EMC 117 R TTE EU 117 IPoS 117 Acronyms and abbreviations 119 Index 121 ...

Page 7: ...rds that could result in personal injury or in some cases death as explained below Each of these signal words indicates the severity of the 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...

Page 8: ...ppear next to DANGER WARNING or CAUTION to indicate a specific type of hazard for example fire or electric shock If other hazard symbols are used in this document they are identified in this section Additional symbols This document uses the following hazard symbols Indicates a safety message that concerns a potential electric shock hazard Indicates a safety alert message that concerns a potentiall...

Page 9: ...erprise business customers small business users and consumers The HX90 is an IP router and so it eliminates the need for an external router The HX90 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 HX90 satellite router Terminology In this installation guide Satellite router and ...

Page 10: ... range 32 F to 122 F 0 C to 50 C Above 5 000 ft 1 524 m altitude the maximum temperature is reduced by 1 C per 1 000 ft 305 m Operating humidity range 5 to 90 non condensing Altitude Up to 15 000 ft 4 572 m Cooling method Convection Protocol support TCP IP Transmission Control Protocol Internet Protocol protocol suite Supported frequency ranges Ka band or Ku band Network interface ports Two RJ 45 ...

Page 11: ...allation Reference Sheet is specific to a single installation site The installation specification is customer specific it applies to all terminal installations for a specific customer From your installation support web site print the Installation Reference Sheet for your installation site and the applicable installation specification To find the correct installation specification search for the cu...

Page 12: ...Make sure you have all items required for installation including the Installation Reference Sheet and installation specification all equipment to be installed and required tools for the outdoor equipment Consumer installations only Make sure the customer s computer meets the requirements listed in Computer and networking requirements on page 17 Conduct a site survey Assemble and install the antenn...

Page 13: ... Check all connections for tightness Outdoors 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 ...

Page 14: ...rovided in the shipping carton Surge protector recommended provided by the customer Cat 5 Ethernet cable sbc cfg file if you are instructed to upload it Installation Reference Sheet and installation specification provided to the installer Notes sbc cfg file If needed you can download the most current sbc cfg file from your installation support web site SAN and PIN or site ID Identification numbers...

Page 15: ...rm that the location meets the requirements for installation of the satellite router For complete site survey information including site requirements see the Antenna Site Preparation and Mount Installation Guide 1035678 0001 The key site survey tasks related to installation of the satellite router are 1 Make sure there is an unobstructed line of sight to the satellite specified on the Installation...

Page 16: ...ower surges Always connect the DC power cord to the HX90 rear panel before applying power to the power supply If you apply power to the power supply and then connect the DC power cord the satellite router may not perform properly and could be damaged Observe the power standards and requirements of the country where it is installed If there is any reason to remove power from the satellite router al...

Page 17: ... browser to be used with the satellite router Computer requirements The HX90 satellite router can be used with any device that supports IP and has a 10 100 BaseT Ethernet LAN port Typically the router is connected to a customer s computer However the HX90 is self hosted it does not require a computer for any of its functions Requirements for the computer to be used with the satellite router are th...

Page 18: ...omponents The satellite router 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 on page 20 Antenna You must assemble and install the antenna before you install the satellite r...

Page 19: ...ust use approved cable types and connectors to connect the router to the outdoor satellite antenna For grounding you must use approved ground blocks and grounding connectors For detailed specifications and information on these components see the documents listed in Table 3 on page 20 The coaxial IFL cables and the ground block to which they are connected must meet the grounding requirements specif...

Page 20: ... documents Component or topic Where to find instructions Safety all components Site survey Site preparation Antenna mounts IFL Antenna Site Preparation and Mount Installation Guide 1035678 0001 IFL cables specifications approved types maximum lengths For Ku band installations Field Service Bulletin FSB IFL Cable Approved List with lengths for DW7x00 DW60xx and DW40xx Domestic Installations FSB 060...

Page 21: ...oftware through a browser on your installer computer to perform tasks such as entering required parameters Prerequisites for installing the router The following are required before you can install commission and register the satellite router The antenna and radio assembly must be installed as instructed in the antenna installation guide However you point the antenna as part of the router commissio...

Page 22: ...op and sides of the router to ensure adequate ventilation and prevent overheating Do not place the router near a heat source such as direct sunlight a radiator heat register or vent oven stove amplifier or other apparatus that produces heat Router operating position Install and operate the HX90 router only in the upright vertical position as shown in Figure 4 Any other position could result in ins...

Page 23: ... securely tightened Make sure each connector is properly aligned not cross threaded The connector should be finger tight with no play Note The satellite router may operate correctly when first installed even if the transmit and receive cable connectors are not adequately tightened However problems could develop later Therefore successful router operation is not an indication that the cables are ad...

Page 24: ...ernet cable to connect your laptop computer directly to either of the router s two LAN ports as shown in Figure 6 Do not connect the installer laptop to the router through an Ethernet router or switch Figure 6 Connecting the installer laptop RESCUE SWITCH SAT IN SAT OUT DC IN LAN1 LAN2 Ethernet cable Installer laptop computer 2 LAN ports Use either one Router rear panel 2 Make sure that neither th...

Page 25: ...ude 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 15 to ...

Page 26: ...N2 Power supply Surge protector AC power cord AC power outlet DC IN power connector Do not connect the power supply to the surge protector until you are ready to observe the LEDs for proper operation DC power cord Connecting and assembling a DC DC power supply Figure 8 shows the DC DC power supply used with the HX90 router Figure 8 DC DC power supply ...

Page 27: ...n LEDS on power up on page 28 Powering up the router Check Power supply information on page 15 to make sure you have the correct power supply Follow these instructions to power up the router for the first time AC DC power supply Prerequisites The power outlet has been tested as described in Connecting an AC DC power supply on page 25 According to previous instructions the DC power cord is connecte...

Page 28: ...e the router performs a self test 2 The Power LED lights up and remains on indicating the router is powered up 3 The Power LED and System LED light up for about 5 to 10 sec while the router loads and prepares applications 4 If the router LAN port is connected to a network device the LAN LED lights up within 30 sec indicating that LAN connectivity is detected 5 The Power LED blinks indicating that ...

Page 29: ...ess from the router Verify the Ethernet connection ping test Upload the sbc cfg file to the router Enter commissioning parameters Point the antenna Register the router The satellite router contains an SBC configuration file sbc cfg that contains satellite information for SBC and the auto commissioning server ACS used during commissioning Occasionally new satellites are activated to support broadba...

Page 30: ...fy that the installer laptop is connected to the router with an Ethernet cable 3 Open a command prompt or window on the installer laptop 4 Type ipconfig release 5 Press Enter 6 Type ipconfig renew 7 Press Enter To view all IP configuration commands open a command prompt window type ipconfig help and press Enter If the router does not assign IP address 192 168 0 2 to the installer laptop restart th...

Page 31: ... secure properly aligned not cross threaded finger tight with no play 6 If the connections are secure a Unplug the router from the power source b Shut down and power off the computer c Plug the router back in d Turn the computer back on Do not power cycle the satellite router by unplugging the power cord from the router s rear panel Doing so could result in static electricity discharge that could ...

Page 32: ...staller 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 toEntering the antenna location on page 34 to upload the sbc cfg file 1 Open a browser on the installer laptop 2 Type http 192 168 0 1 fs registration setup html in the address bar 3 Press Enter The Satellite Setup menu appears Figure 11 Satellite Setup menu 4 Click Conf...

Page 33: ...do so On some screens and in some messages you may see the word terminal or the abbreviation VSAT Both refer to the HX90 satellite router Screen and page are both used to refer to a set of information from your computer or satellite router that is displayed on your computer monitor The Configuration File Upload screen appears Figure 12 Configuration File Upload screen 5 Click Browse on the Configu...

Page 34: ...ission the satellite router you enter parameters for the antenna location satellite and radio In some circumstances you may have to enter the antenna location and or satellite parameters manually as explained in the sections that follow Entering the antenna location Begin commissioning by entering the antenna location 1 Open a browser on the installer laptop 2 Type http 192 168 0 1 fs registration...

Page 35: ...satellite router outside of the United States or Canada go to Entering the antenna location manual entry on page 37 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 ...

Page 36: ...01 Revision A Figure 15 Antenna Location screen After you enter the ZIP code and click Next the Verification of Antenna Location screen appears Figure 16 Verification of Antenna Location screen 7 Verify that the displayed information is correct and click Next ...

Page 37: ...cation screen Figure 15 on page 36 click the Enter Location Manually checkbox The Manual Entry of Antenna Location screen appears Figure 17 Manual Entry of Antenna Location screen 2 Enter the latitude and 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 We...

Page 38: ...Installation Reference Sheet or installation specification then click Next Note If your satellite transponder is not listed in the drop down list you must use the manual entry method See Entering the antenna location manual entry on page 37 Note The list of satellite transponders may be updated at any time so you may see different transponders than those shown in Figure 18 ...

Page 39: ...APT for Ku band a DAPT or OPI may be used 5 Click Next Entering satellite parameters manual entry This is an alternate method for entering the satellite 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 on page 38 and you were not provided with an sbc cfg file Skip this section if you selected a satellite an...

Page 40: ...llite router 40 1039456 0001 Revision A 2 Click Next Figure 20 Satellite Parameters screen The Manual Entry of Satellite Parameters screen appears Figure 21 Manual Entry of Satellite Parameters screen 3 Enter or select the parameters ...

Page 41: ...B Selection screen select the installed LNB from the Receive LNB drop down list Figure 22 on page 42 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 o...

Page 42: ...Figure 22 Receive LNB Selection screen two variations Chapter 4 Commissioning the satellite router 42 1039456 0001 Revision A ...

Page 43: ...ation of Receive LNB Parameters screen appears showing information for the selected LNB Figure 23 Verification of Receive LNB Parameters screen 3 Verify that the displayed information is correct and click Next The Transmit Radio Parameters screen appears Figure 24 Transmit Radio Parameters screen ...

Page 44: ... should be on the Installation Reference Sheet or installation specification If you know the radio part number a Click the Select transmit radio part number checkbox b Click the drop down list and select the transmit radio part number Figure 25 Selecting the transmit radio by part number 5 Click Next The Verification of Transmit Radio Parameters screen appears Note The verification screen appears ...

Page 45: ...nd then validate pointing on the installer laptop as explained in this section The squinter blocks half the feed horn so you can measure Es No at two azimuth positions and at two elevation positions When the antenna 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...

Page 46: ... Receive Antenna Pointing screen open until antenna pointing is complete The Validate KA Antenna Pointing checkbox is checked by default If you uncheck it not 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 corr...

Page 47: ...ointing guide carefully Make pointing adjustments to the antenna as instructed in the antenna installation guide To complete squinter pointing 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 describe...

Page 48: ...disabled Note The Results Saved field indicates whether you saved the pointing values or not when the DAPT prompted 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 valida...

Page 49: ... screen with signal quality window Note The Signal Quality window is small and may not appear on top If it is not on top minimize other windows until you can see it If the radio 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 Si...

Page 50: ...d at the NOC or there is a problem with the ACP server Note The ACP test is required for Ku band customers in the United States and Canada for customers outside the United States and Canada it is optional 2 Click Next 3 On the Transmit Antenna Pointing screen click Manual to initiate the manual cross polarization test Figure 32 Initiating a manual cross polarization test Be ready to adjust the ant...

Page 51: ... router consistently passes the manual cross polarization test 7 Click Close to close the Cross Pol Test window 8 On the Transmit Antenna Pointing screen click Automatic to initiate the ACP test 9 If the router fails ACP re peak the transmit isolation in manual cross polarization test mode 10 If the router passes ACP click Close to close the Cross Pol Test window Ku band pointing is now complete 1...

Page 52: ...onsumer installations select SAN_and_PIN_Registration For enterprise installations and installations outside of the United States and Canada select SiteID_Registration If you are unsure which server to select refer to the Installation Reference Sheet or installation specification Figure 35 Selecting the registration server If necessary you can manually enter the registration server s address as fo...

Page 53: ...ssage 6 If you see a Security Alert message concerning the site security certificate click Yes to accept the security certificate Note As you progress through the registration screens you may see numerous Security Alert screens with messages 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 ...

Page 54: ... to scroll down to review and accept the subscriber agreement If the customer does not accept the agreement you cannot continue with the installation Do not click the Accept button yourself Figure 38 Installer notice and subscriber agreement screen 3 On the registration screen shown in Figure 39 on page 54 ask the customer to enter their site account number SAN and PIN then click Continue Figure 3...

Page 55: ...prise installations and all installations outside the United States and Canada 1 Enter the customer s site ID on the registration screen Figure 40 and click Continue Figure 40 Entering a site ID 2 Follow the steps in Completing registration on page 55 Completing registration These instructions apply to all router installations Follow these instructions to complete router registration ...

Page 56: ...tellite router 56 1039456 0001 Revision A 1 On the Registration Welcome screen click Continue Figure 41 Registration Welcome screen The Registration screen appears Figure 42 Registration screen with router identification information ...

Page 57: ...nd Registration in Progress screen appears briefly not shown here while the configuration parameters are downloaded Then the Registration Complete screen appears 5 Click Restart on the Registration Complete screen This restarts the satellite router Figure 43 Registration complete restarting the router The Terminal Reset screen appears It is not shown here 6 Click Close on the Terminal Reset screen...

Page 58: ...b based interface Note The satellite router s serial number must be loaded at the NOC by a NOC representative to complete the manual commissioning process Entering parameters manual commissioning Follow these steps to enter the manual 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 T...

Page 59: ...meters on the Manual Commissioning page The parameters may be provided to you in the 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 Manually accessing the antenna pointing screens To manually access the antenna pointing sc...

Page 60: ...APT OPI or N A none 5 Click Next Figure 46 Antenna pointing screen 6 To continue manual commissioning follow the steps in Receive antenna pointing Ka band on page 45 Receive antenna pointing Ku band on page 49 Transmit antenna pointing Ku band on page 50 Software download manual commissioning Prerequisite Antenna pointing must be completed and validated 1 Wait for the router s operational software...

Page 61: ...outer s files are up to date Use the System Control Center to confirm that the satellite router is operating with the most current version of software 1 Open a web browser such as Internet Explorer 2 In the browser s address bar type www systemcontrolcenter com or 192 168 0 1 3 Press Enter The System Control Center home page appears in the browser window 4 Click the System Status link The System S...

Page 62: ...lp section click Restart HX90 8 If you do not see the All files are up to date message 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 router s power supply c Wait 5 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 po...

Page 63: ...stalled 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 network properties match those of the customer s computer 2 Connect the installer laptop to the satellite router with an Ethernet cable 3 Open a web browser on the installer laptop 4 Try to access the router s System Control...

Page 64: ... you cannot print the page you can capture the screen image by pressing Alt PrintScreen Paste the captured image into a word processing document or image editor program and then save the image in a file Creating a shortcut to the System Control Center Consumer installations only Create a shortcut to the System Control Center home page on the customer s Windows desktop 1 Open the System Control Cen...

Page 65: ...A 65 Once the satellite router installation is complete the customer can connect an Ethernet hub router or switch to the HX90 router to support multiple computers on a LAN using the address information shown in on the System Information page Figure 64 on page 82 ...

Page 66: ...Chapter 5 Completing the installation 66 1039456 0001 Revision A ...

Page 67: ...web browser installed must be connected to one of the satellite router s LAN ports Because the System Control Center web site is hosted on the router the computer does not have to be connected to the Internet To open the System Control Center double click the System Control Center shortcut on your computer desktop or follow these steps 1 Open a web browser such as Internet Explorer 2 In the browse...

Page 68: ...ew System Status Opens the System Status page which displays general system status information such as signal strength and administrative status View Reception Information Opens the Reception Information page which displays information on data received by the satellite router View Transmission Information Opens the Transmission Information page which displays information on data transmitted by the...

Page 69: ...ers to frequently asked questions and troubleshooting information View Help Topics Opens the Help page which includes a variety of topics such as recommended browser and TCP IP settings Contact information Opens to a page that provides contact information for assistance and additional information Restart HX90 Restarts the satellite router myHughesNet Note myHughesNet links may or may not be presen...

Page 70: ...ained in the following sections Figure 51 Common features on System Control Center screens Button links At the top of each System Control Center page are four round buttons with labels above them as shown in Figure 52 on page 71 Each button is a link to the System Control Center page identified by the label for example the System Status button is a link to the System Status page Click the button t...

Page 71: ...status For more information see System Status page on page 75 Reception Info Reception Information page Displays statistics about received data For more information see Reception Information page on page 77 Transmission Info Transmission Information page Displays statistics about transmitted data For more information see Transmission Information page on page 79 System Info System Information page ...

Page 72: ...ause 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 with tables listing p...

Page 73: ...e left panel The following links appear in the left panel of each System Control Center page except the home page Note Some of these links may not appear because they are not enabled by the NOC Home Opens the System Control Center home page Detailed Problem Statistics Opens a screen you can use to view statistics concerning router operation See Viewing problem related statistics on page 108 Connec...

Page 74: ...e Reception Information page Transmission Information page On any of these screens if a parameter name or the current value of a parameter is underlined 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 75 Reception ...

Page 75: ...es in the satellite router user guide that do not appear on their System Control Center screens This is because some features may be enabled or disabled by the NOC depending on the customer s service plan or customer specific requirements If a feature is 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 Accel...

Page 76: ...nal strength A value of 30 or less indicates a weak signal Receive Status Indicates if the receive data path is operational or other status Click the displayed RxCode for explanation of the displayed code Transmit Status Indicates if the transmit data path is operational or other status Click the displayed TxCode for corresponding Help information Software Download Status Indicates if the satellit...

Page 77: ...tes if Web Acceleration is operational or other status Web acceleration improves web browsing performance This field is present only if the NOC operator has enabled Web Acceleration on the satellite router Diagnostics Code If you need technical assistance this code may be useful to Installer Support Fair Access Policy Threshold Exceeded Indicates if a subscriber has exceeded the limit for download...

Page 78: ...ted successfully All data received over the satellite is encrypted Any number greater than zero indicates a problem except when adverse weather conditions are present Bad key frames may indicate that the router is not commissioned Current Modcod Level of encoding the router can accept based on the current signal quality Lower Modcod numbers are used if signal impairments such as rain are present A...

Page 79: ... RxCodes Click the explanation link next to the RxCode to see more information Figure 60 List of all RxCodes Transmission Information page The Transmission Information page shown in Figure 61 displays information about data transmissions from the satellite router Figure 61 Transmission Information page ...

Page 80: ...roblem If a low value is displayed and does not increase and the system is functioning there is no reason for concern Number of Packets Submitted for Transmission Total number of data packets queued for transmission to the satellite since the router was last restarted Examining transmit status You can check the Transmit Status parameter to find out if the transmission data path is operational or i...

Page 81: ...em control center 1039456 0001 Revision A 81 The next illustration shows the list of all TxCodes Click the explanation link next to the TxCode to see more information Figure 63 List of TXCodes not all codes are shown ...

Page 82: ...f the System Information page are explained in the following table Other sections of the screen Transmit Radio Info and Satellite provide additional information about the router installation and the router software Software Configuration Table 9 System Information page parameters HX90 Info section Parameter Explanation Site ID Identifies the site where the router is installed Serial number The rou...

Page 83: ...lt router address is 192 168 0 1 A different router address can be configured LAN1 Subnet Mask Range of addresses available to the satellite router LAN1 MAC Address MAC address for the satellite router LAN2 IP Address Address available for a second LAN connection LAN2 Subnet Mask Subnet mask range of available addresses available for a second LAN connection LAN2 MAC Address MAC address a second LA...

Page 84: ...ntrol Center page Figure 65 Help page System Control Center tools for troubleshooting The System Control Center includes screens that are useful for troubleshooting For details see Troubleshooting common problems on page 91 Confirming NOC connectivity on page 97 Viewing problem related statistics on page 108 ...

Page 85: ...e LEDs provide information about the satellite router s operating status Front panel LEDs The satellite router has five LEDs on the front panel as shown in Figure 66 By their appearance on off blinking or flashing the LEDs indicate the router s operating status All are blue when lit The front panel LEDs are all blue when lit Figure 66 Front panel LEDs on the HX90 router ...

Page 86: ...g mostly off Ranging The router is measuring the distance to the satellite to calibrate transmit timing and transmit power Off Condition preventing transmission Receive On OK Receive path is operational Blinking Receiving data Off Condition preventing receipt of data System On Connection established with the NOC Blinking Virus protection blocking data Off Condition preventing full operation Power ...

Page 87: ...he router s rear panel indicate link status and speed as explained in Figure 67 Figure 67 LAN port LEDs Using LEDs for troubleshooting For information on using the satellite router s LEDs for troubleshooting see Using the front panel LEDs for troubleshooting on page 101 Using the LAN port LEDs for troubleshooting on page 106 ...

Page 88: ...Chapter 7 LEDs 88 1039456 0001 Revision A ...

Page 89: ...nformation that may help in troubleshooting See Chapter 9 Advanced Pages on page 111 In addition the HX90 satellite router provides its own online Help which includes substantial troubleshooting information including troubleshooting commissioning problems Access this information through the System Control Center Help link Help Frequently Asked Questions Another valuable source of troubleshooting i...

Page 90: ...r 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 or damage the router Chapter 8 Troubleshooting 90 1039456 0001 Revision A Troubleshooting reference diagram If you need to use any of the troubleshooting procedures provided in this chapter you may find it useful t...

Page 91: ...ty on page 99 Checking for viruses and firewall issues on page 100 Try each procedure in the order they are presented After each procedure try to access the Internet If you cannot access the Internet continue to the next procedure If you have tried all of these procedures and cannot access the Internet try them all again If you still cannot access the Internet contact Hughes Installer Support For ...

Page 92: ... 69 System Info page Note The System Info page for your installation may show different fields and values 2 In the HX90 section check the Site ID line If the numeric site ID appears the satellite router is commissioned Proceed to Confirming the receive signal on page 93 If Not_Commissioned appears the router is not commissioned Contact Installer Support ...

Page 93: ...er is not receiving signals properly Click the RxCode and follow the troubleshooting procedure that appears Click the RxCode for explanation of the problem and or troubleshooting information Figure 70 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 clic...

Page 94: ...ation is a proprietary Hughes protocol that optimizes performance for TCP IP based applications including faster downloads over satellite To determine if TCP acceleration is operational 1 At the System Control Center click the System Status link The System Status page appears Figure 72 Confirming that TCP Acceleration is operational 2 Check the TCP Acceleration Status field If the TCP Acceleration...

Page 95: ...omputer 7 Check the TCP Acceleration Status field again If TCP Acceleration is enabled but you still cannot access the Internet go to Confirming that Web Acceleration is operational on page 95 If TCP Acceleration is still disabled contact Installer Support for assistance Note TCP Acceleration Status may also be Not Operational problem with the receive or transmit link or Impaired Impaired status m...

Page 96: ...tated in these sections b Wait 2 hr 5 If Web acceleration is still disabled restart the router a Go to the System Control Center home page b In the Help section click Restart HX90 6 If Web 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 router s power s...

Page 97: ...ations 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 73 Connectivity test initial page 2 Click Start Test The Connectivity Test results page appears Figure 74 Connectivity Test results page ...

Page 98: ... 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 System Information page HX90 Info section in the LAN1 IP Address f...

Page 99: ...ng www hughesnet com or other server address provided by the customer b Press Enter If the ping test succeeds there may be a temporary problem with the web site you originally tried to access Wait a while and then try to access the web site again If the ping test fails continue with these steps 3 Ping the test server a Type ping 198 77 116 39 b Press Enter If the ping test is successful but you st...

Page 100: ...e 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 appear open a web browser 3 Type www systemcontrolcenter com in the...

Page 101: ...puter 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 router to the Ethernet device before attempting to...

Page 102: ...llite router always unplug the AC power cord from the power source power outlet power strip or surge protector Do not remove the DC power cord from the router s rear panel Doing so could result in an electrical 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 flashi...

Page 103: ...ected to the router LAN port and to the computer s LAN port 2 If the LAN LED is still off 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 ba...

Page 104: ...et device as a way to help determine where and what the problem is c Check the router s LAN LED If the LAN LED is on but was off before you made this direct connection there is probably a problem with your network device or the connections to it Check those connections If the LAN LED is still off after checking the connections contact the manufacturer of the network device for assistance 6 If you ...

Page 105: ...ort Receive LED is off If the satellite router is not operating normally and the Receive LED is off follow these steps 1 Check all cable connections from the satellite router to the outdoor satellite antenna and tighten any connections that seem loose Make sure cable connections to the router are secure properly aligned not cross threaded finger tight with no play Note The router may operate corre...

Page 106: ...ormal operation 2 If the LED does not turn on after 15 minutes 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 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 not power...

Page 107: ...ug the input cable back into the power supply To remove power from the satellite router always unplug the AC power cord from the power source power outlet power strip or surge protector Do not remove the DC power cord from the router s rear panel Doing so could result in an electrical shock or damage to the router Orange LED is on but the front panel LAN LED is not If the orange LAN port LED is on...

Page 108: ...nabled 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 75 Detailed Problem Statistics ...

Page 109: ...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 me...

Page 110: ...Chapter 8 Troubleshooting 110 1039456 0001 Revision A ...

Page 111: ...of this task you select the LNB for your installation from a drop down list If you are not sure which LNB to select on the Receive LNB Selection screen Figure 22 on page 42 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 77 Sele...

Page 112: ...Figure 78 Selection aid for Ku band LNBs Appendix A LNB selection reference 112 1039456 0001 Revision A ...

Page 113: ...for the Fallback Updater on your installer laptop 2 Copy the ZIP 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 Upda...

Page 114: ...Appendix B Updating the router software 114 1039456 0001 Revision A ...

Page 115: ...t the equipment meets certain telecommunications 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 met...

Page 116: ...enance procedures in the installation guide must be followed to ensure compliance with these regulations This is a class B product In a domestic environment this product may cause radio interference in which case the user may be required to take adequate measures FCC Part 15 This section applies to the HX90 satellite router Standards to which conformity is declared FCC Part 15 The router complies ...

Page 117: ...f the European Union EU The installation and maintenance procedures in the installation guide must be followed to ensure compliance with these regulations This is a class B product In a domestic environment this product may cause radio 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 Telecommunicat...

Page 118: ...Appendix C Standards compliance 118 1039456 0001 Revision A ...

Page 119: ...n F FCC Federal Communications Commission FSB Field service bulletin H HTTP HyperText Transfer Protocol I ICES Interference Causing Equipment Standard ID Identifier IDU indoor unit IFL Inter facility link IP Internet Protocol IPoS Internet Protocol over Satellite IPSec Internet Protocol Security L LAN Local area network LED Light emitting diode LNB Low noise block N NAT Network address translation...

Page 120: ...g SQF Signal quality factor T TCP Transmission Control Protocol TCP IP Transmission Control Protocol Internet Protocol TIA Telecommunications Industry Association U UL Underwriters Laboratory URL Uniform resource locator V VAC Volts alternating current VDC Volts direct current VSAT Very small aperture terminal Z ZIP Zone improvement plan U S Postal Service ...

Page 121: ... satellite based commissioning 29 Completing installation 61 Compliance with standards 115 Computer requirements 17 Confirming 61 files are up to date 61 Internet connectivity 99 NOC connectivity 98 receive signal 93 router is commissioned 91 TCP Acceleration 94 transmit signal 93 Web Acceleration 95 Connecting 23 IFL cables 23 installer laptop to satellite router 24 satellite router to the custom...

Page 122: ...troubleshooting 87 Links System Control Center 68 LNB selection 41 Location for satellite router 21 M Manual commissioning 57 N Networking requirements 18 N G voltage 14 measureing 14 N G voltage measuring 109 O Obtaining router IP address 30 Opening the System Control Center 67 OPI pointing tool 39 P Parameters on System Control Center screens 74 Position for operating router 22 Power cycling 90 ...

Page 123: ...82 System Status button colors 71 System Status page 75 Transmission Information page 79 System Information page 82 System Status button colors 72 System Status page 75 T Tests and Testing See Troubleshooting 89 Transmission Information page 79 Transmit antenna pointing Ku band 50 Transmit cable connecting 23 Transmit radio parameters 44 Transmit Status 80 Troubleshooting 89 cannot access System C...

Page 124: ... Index 124 1039456 0001 Revision A ...

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