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Rescue switch

Do not use the recessed rescue switch on the modem’s rear panel

unless you are a qualified

technician. Pressing this switch could cause the modem to become inoperable.

Troubleshooting common problems

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

1.

Click the

Problem Troubleshooting

link in the left panel of any System Control Center

page. (An exception: On the System Control Center home page, the

Problem Troubleshooting

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

Figure 57: Problem Troubleshooting page

on

page 90).

Figure 57: Problem Troubleshooting page

2.

Click the

Start Troubleshooting

button.

The System Control Center examines operational data and attempts to identify the problem.
After a short wait it displays a Troubleshooting Results page with appropriate suggestions
for correcting the problem.

3.

Follow the instructions on the Troubleshooting Results page.

4.

If these steps do not correct the problem, contact Hughes Installer Support.

HN9000 Satellite Modem Installation Guide

90

1037576-0001 Revision G

Troubleshooting

Chapter 11

Summary of Contents for NH9000

Page 1: ...1037576 0001 Revision G February 26 2010 HN9000 Satellite Modem Installation Guide ...

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

Page 3: ...al equipment 11 Use a surge protector 11 Requirements for IFL cables connectors and ground blocks 12 A hub may be required 12 Computer requirements 12 Chapter 3 Installing the satellite modem 13 Operating environment 14 Ventilation and heat sources 14 Modem operating position 14 Powering up the modem 15 Connecting the installer laptop to the modem 16 Entering the installation parameters 16 Chapter...

Page 4: ...ting the installation 55 Printing the System Information page 56 Creating a shortcut to the System Control Center 56 Installation and activation complete 56 Chapter 9 System Control Center 57 Accessing the System Control Center 58 Creating a shortcut to the System Control Center 58 System Control Center home page 58 Text links 59 Common features on System Control Center screens 60 Button links 61 ...

Page 5: ...ing common problems 90 Cannot access the System Control Center 91 Testing connectivity to the satellite 91 Chapter 12 Advanced Pages 95 Accessing the Advanced Pages 96 Expanding and collapsing menus 97 Opening the Installation sub menu 97 Appendix A Alternate address for installing the modem 99 Configuring the installer laptop IP address 99 Configuring a link local IP address on the installer lapt...

Page 6: ...Appendix C Acronyms used in this guide 105 HN9000 Satellite Modem Installation Guide vi 1037576 0001 Revision G Contents ...

Page 7: ...itialization Sequence complete 30 Figure 21 Latest values compared to target values partial screen 38 Figure 22 Validate link on System Control Center page 40 Figure 23 Installation Portal installer login screen 41 Figure 24 Installation Portal Welcome screen 42 Figure 25 Data Collection screen 42 Figure 26 Site and installer ID information 43 Figure 27 OVT screen comparing latest and target value...

Page 8: ...on page top part 75 Figure 53 Examples of state codes 79 Figure 54 Terminal Connectivity Test page 83 Figure 55 Front panel LEDs on the HN9000 modem 86 Figure 56 LAN port LEDs 87 Figure 57 Problem Troubleshooting page 90 Figure 58 Satellite loopback connectivity test 91 Figure 59 Terminal Connectivity Test page 92 Figure 60 Connectivity Test results page 92 Figure 61 Icon for accessing Advanced Pa...

Page 9: ...rol Center screens 61 Table 9 System Status button colors 62 Table 10 System Status parameters typical values and range 66 Table 11 Red flags on System Status page 67 Table 12 Reception Information parameters typical values and range 69 Table 13 Red flags on Reception Information page 70 Table 14 Transmission Information parameters typical values and range 72 Table 15 Terminal Status parameters ty...

Page 10: ......

Page 11: ...tially hazardous situation which if not avoided will result in death or serious injury WARNING indicates a potentially hazardous situation which if not avoided could result in death or serious injury CAUTION indicates a potentially hazardous situation which if not avoided could result in minor or moderate injury Messages concerning property damage NOTICE is used for messages concerning possible pr...

Page 12: ...rd symbols are used in this document they are identified in this section Additional symbols This document uses this symbol to indicate a safety alert message that concerns a potential electric shock hazard HN9000 Satellite Modem Installation Guide xii 1037576 0001 Revision G ...

Page 13: ...rmation concerning operation of the satellite modem This guide is written primarily for professional installers It may also be useful for Trainers who train installers Call center operators who respond to customers calls This guide is written for satellite modem installations in the United States and Canada xiii HN9000 Satellite Modem Installation Guide 1037576 0001 Revision G ...

Page 14: ......

Page 15: ...ellite modem specifications The modem is a self hosted unit meaning that it does not depend on a computer to establish and maintain the Internet or intranet connection However the modem must be connected to a properly aligned satellite antenna The modem has an Ethernet port so it can be connected to a computer or to an Ethernet LAN Figure 1 HN9000 satellite modem Note Acronyms used in this install...

Page 16: ... routes data to and from the Internet and to and from the satellite which in turn beams a signal down to the satellite modem to provide Internet connectivity Figure 2 Single host configuration In a multiple host configuration the hosts on the LAN share satellite Internet or intranet connectivity through an Ethernet hub router or wireless base station The satellite modem is connected to the hub rou...

Page 17: ...ation and to a PC at a second location This configuration requires two antennas one at each location The Hughes Internet Gateway connection is optional and is based upon the network design for the customer private network Typically this type of configuration is used only in enterprise business environments Figure 4 Private network configuration 3 HN9000 Satellite Modem Installation Guide 1037576 0...

Page 18: ...emperature range 5 to 95 non condensing Safe operating humidity range Up to 10 000 ft Safe altitude Convection Cooling method TCP IP Transmission Control Protocol Internet Protocol protocol suite Protocol support One Ethernet port supporting 10BaseT or 100BaseT operation RJ 45 switched Interface ports See Power supply information on page 10 Power supplies and power requirements HN9000 Satellite Mo...

Page 19: ...lite modem you need the Installation Reference Sheet This form includes parameters you need to enter to install the modem A code B Instructions for other terminal components code C code and U code which are explained later Print the Installation Reference Sheet for your specific installation from the online HughesNet Installation Portal Power supply information Primary tools and equipment needed f...

Page 20: ...ll installation process which includes installation of all of the satellite terminal components A summary of the overall terminal installation process is presented in Figure 5 Satellite modem installation summary on page 7 This diagram focuses on tasks performed by the installer to install the satellite modem Details for modem installation tasks are included in the sections that follow HN9000 Sate...

Page 21: ...ve a specific reason for doing them in a different order In any case make sure all steps are completed Be aware that the satellite modem has to provide the azimuth elevation tilt angle and ODU polarization values before antenna pointing can be completed 7 HN9000 Satellite Modem Installation Guide 1037576 0001 Revision G Chapter 2 Preparing for installation ...

Page 22: ...onnectors connected to the radio assembly are tightened to 22 in lb torque Carefully follow waterproofing procedures using dielectric grease and Hughes approved weatherproof tape Power source Before connecting the modem power supply to the AC power source using a surge protector use an AC outlet tester to verify that the power outlet is wired correctly Wiring problems may include Hot and neutral w...

Page 23: ...the HughesNet Installation Portal at https dwayinstalls hns com start loginInstaller jsp If you have any problem logging in contact Hughes Installer Support Table 2 Related installation documents Where to find instructions Component or topic Antenna Site Preparation and Mount Installation Guide 1035678 0001 Safety all components Site survey Site preparation Antenna mounts IFL Field Service Bulleti...

Page 24: ...itable surge protector is recommended to protect the satellite modem from possible damage due to power surges If the satellite modem is installed outside the United States or Canada observe the power standards and requirements of the country where it is installed Table 3 Power supply specifications for the HN9000 satellite modem Power cord Electrical requirements Application Power supply type and ...

Page 25: ...nna reflector surface The squinter type depends on the radio assembly to be installed as explained in the Ka Band Antenna Pointing Guide 1037663 0001 GPS receiver The GPS receiver must give readings accurate to 1 1000 minute for example 60 degrees 15 152 minutes Installation Reference Sheet This document describes the work to be done and provides important information that needs to be entered on t...

Page 26: ...llite modem and the customer s computer that will be connected to the modem should meet the minimum requirements specified by the computer operating system manufacturer and the following networking and browser requirements Note The satellite modem can be used with a Mac computer that meets these requirements but Mac computers are not supported as a tool for installing the satellite modem Networkin...

Page 27: ...tivation Typically the satellite modem is installed as part of a new satellite terminal installation Under some circumstances a modem may have to be re installed Note In some cases re installation may correct a specific service problem Re installation should only be done by a qualified installer or service technician or someone under specific direction by Hughes Customer Care The installation soft...

Page 28: ...near a heat source such as direct sunlight a radiator heat register or vent oven stove amplifier or other apparatus that produces heat Modem operating position Install and operate the HN9000 modem only in a vertical position that is resting on its built in base as shown in Figure 7 HN9000 in vertical position on page 14 Figure 7 HN9000 in vertical position Install and operate the HN9000 modem only...

Page 29: ...Connect the DC power cord to the modem s DC IN connector as shown in Figure 8 Powering up the modem on page 15 3 Connect the AC power cord to the three prong connector on the modem s power supply 4 Connect the surge connector recommended to an AC power outlet 5 Apply power by connecting the AC power cord to the surge connector The Power LED turns on and various LEDs turn on and off as the modem pe...

Page 30: ... 9 Connecting the installer s laptop computer to the modem 2 Make sure the satellite modem is not connected to the customer s computer 3 If you are running firewall software on the laptop computer disable it until you complete installation of the modem The LAN LED on the front of the modem should now be on Entering the installation parameters Prerequisites Make sure DHCP is enabled on the installe...

Page 31: ... visible after the modem has been commissioned and is operational Note The following apply to the screen illustrations in this installation guide The screen illustrations are examples Values shown in these illustrations may not apply to the satellite modem you are installing Do not use values shown to install or configure the modem unless you are specifically instructed to do so Most screens shown...

Page 32: ...ust enter the specific parameters for the site where you are installing the satellite modem as listed on the Installation Reference Sheet Do not copy parameters from this example Figure 12 Installation Parameters screen 4 For each of the following parameters select the value listed on the Installation Reference Sheet Terminal site name Note that this field is case sensitive A code Satellite orbita...

Page 33: ...t this operation could make the modem inoperable Execute this command only if you are confident you know what to expect The modem reboots and all fields are cleared 5 Enter the site latitude and longitude values from your GPS receiver in degrees and minutes to three decimal places Figure 13 Fields where latitude and longitude are entered The modem s installation software uses the site latitude and...

Page 34: ... receiver display on page 20 shows an example of a GPS receiver display showing latitude and longitude along with the fields on the Installation Parameters screen where these values are entered Figure 14 Example of a GPS receiver display For Latitude the North radio button is selected by default For Longitude West is selected by default Figure 15 State code displayed below latitude and longitude f...

Page 35: ...ointing button This would skip the pointing phase and subsequently cause registration to fail Then you could only register the modem by obtaining a pointing override from the NOCC The Abort Pointing button is used only during manual IDU modem replacement for which the NOCC explicitly approves an antenna pointing override for the site Note At this point prior to antenna pointing the SQF value may b...

Page 36: ...arization incorrectly for example LHCP when RHCP is specified the satellite modem will not receive a signal For explanation of the information in the Terminal Info section lower part of the Terminal Pointing Info screen see Table 6 Parameters in Terminal Info section appears on two installation screens on page 33 HN9000 Satellite Modem Installation Guide 22 1037576 0001 Revision G Installing the s...

Page 37: ...in Instructions for other terminal components on page 9 The HN9000 satellite modem can be used with a 0 74 m or 0 98 m two way satellite antenna Assemble and install the antenna assembly according to the antenna installation manual If you do not have the antenna installation manual find the required antenna type and model on the Installation Reference Sheet Then find the installation manual for th...

Page 38: ...not shown in Figure 17 In line connection of the DAPT on page 24 3 Connect the receive IFL cable to the DAPT as shown in Figure 17 In line connection of the DAPT on page 24 Figure 17 In line connection of the DAPT For additional information on pointing and the DAPT see the Ka Band Antenna Pointing Guide 1037663 0001 4 Use a temporary cable to connect the DAPT to the LNB on the radio assembly as sh...

Page 39: ...it cable and mark SAT OUT on the tape Connecting the IFL cables to the modem Connect the transmit and receive IFL cables to the satellite modem 1 Connect the transmit and receive cables to the connectors on the rear panel of the modem as shown in Figure 18 Connecting the transmit and receive cables on page 25 Figure 18 Connecting the transmit and receive cables The transmit and receive cable conne...

Page 40: ...enna using the DAPT and squinter When you finish the pointing procedure a screen message on the DAPT asks if you want to store the pointing information in the satellite modem If you answer yes the modem exits pointing mode When the modem finishes downloading the pointing information the DAPT displays a Pointing Done message 3 Make sure you see the Pointing Done message on the DAPT Do not remove th...

Page 41: ...m The commissioning software is only sufficient to complete commissioning steps it does not support end user data transfer capabilities The modem interacts with the satellite to establish transmit timing and synchronization It interacts with the NOCC for authentication and registration and to obtain required software security keys and a preliminary configuration The NOCC notifies the NSP that the ...

Page 42: ...em reboots into normal operational mode Normally there is no need for intervention After you point the antenna and respond Yes on the DAPT to store the pointing information the modem exits pointing mode and displays the Terminal Initialization Sequence screen on your browser Figure 19 Terminal Initialization Sequence in progress on page 28 The Terminal Initialization Sequence screen lists each com...

Page 43: ...ation reconciliation the modem makes sure it has the correct configuration The modem also loads numerous profiles that are required for network operation Monitor the commissioning process by viewing the Terminal Initialization Sequence screen Unless there is a problem as indicated by an error message you should not have to take any action during this sequence except to monitor the process 1 Monito...

Page 44: ...oning and installation reference information This reference section Lists the commissioning activities and corresponding progress messages that are displayed on the Terminal Initialization Sequence screen Includes explanation of error messages you could see in the event of a problem Explains the fields in the Terminal Info section which appears on the Terminal Pointing Info screen and on the Termi...

Page 45: ...gnal acquisition failed Ack attempt number Attempting Probing attempt number Acquiring Signal Acquired Satellite Uplink Signal Probing failed attempt number Probing Failed Downlink Signal Lost Corrective actions Make sure the transmit cable is connected Pointing completion verifies the receive cable connection b The Lat Long values entered in the Installation Parameters screen are not correct for ...

Page 46: ...ive action Reason Error message Last Fail Reasons reason for the last registration failure Repoint the antenna and ensure that Azimuth and Elevation validations pass Antenna is not properly pointed or the pointing process has been aborted Antenna Pointing Validation Failure as indicated in the DAPT during pointing Reboot satellite modem to go to pointing mode Check the radio and check the Installa...

Page 47: ...derway Registration Services Disabled Verify the installation for example check cable connections and connectivity to the Satellite receive link is down Rx Air Interface Down antenna If the problem is not corrected repoint the antenna Verify the installation for example check cable connections and connectivity to the Satellite transmit link is down Tx Air Interface Down antenna If the problem is n...

Page 48: ...trength SQF Uplink cell in the system where the modem is currently installed 1 112 Uplink Cell ID Receive signal strength with squinter in azimuth 1 position during antenna pointing 0 255 SQF at azimuth 1 position Receive signal strength with squinter in elevation 1 position during antenna pointing 0 255 SQF at elevation 1 position Maximum receive signal strength during any phase of antenna pointi...

Page 49: ...enna pointing 0 255 SQF at azimuth 2 position Receive signal strength without the squinter on the feed horn measured at the start of the validation phase Also known as the center value 0 255 SQF Center1 Receive signal strength with squinter in elevation 2 position during antenna pointing 0 255 SQF at elevation 2 position Troubleshooting installation problems If you see an error message or other in...

Page 50: ...een Wait If the message remains after 2 minutes call Installer Support Modem has not received security keys Access Keys Synchronization message Security Keys Not Valid Wait Within 2 minutes the modem should automatically retry registration Message lost between the modem and the NOCC Registration Process message ChallengeWaitTimeout or ResponseWaitTimeout Problem must be resolved at the NOCC Call I...

Page 51: ...egistration but before the customer activates the HughesNet service The OVT helps you obtain the best possible performance for a newly installed site by comparing current measured values from the site with target values Before using the OVT you must first complete the installation to the best of your ability The OVT is automated but it does require certain inputs from the installer Online instruct...

Page 52: ...the site met the target values and you obtained the sign off code validation is complete If any target values were not met as indicated by a red difference value continue Figure 21 Latest values compared to target values partial screen 5 If target values are not met follow the recommended actions displayed by the OVT Examples of recommended actions are Check line of sight to the satellite or Repla...

Page 53: ...e OVT unless you remove the link local address or configure 192 168 0 2 as an additional private IP address Make sure DHCP is enabled on the laptop unless you use the 192 168 0 2 private address option For detailed address configuration information see Configuring the installer laptop IP address on page 99 If for any reason you cannot access or use the OVT call Hughes Installer Support To access a...

Page 54: ...ser is not shown for example toolbars and outside edges Also most screen illustrations show only the relevant part of the screen 3 Click Validate The HughesNet Installation Portal installer login screen opens as shown in Figure 23 Installation Portal installer login screen on page 41 HN9000 Satellite Modem Installation Guide 40 1037576 0001 Revision G Validating the installation Chapter 6 ...

Page 55: ...ller Support Note Do not use the Installer IDs shown in the screen illustrations in this guide These Installer IDs are used for illustration only they are not real Installer IDs When you successfully log in to the Portal the Welcome screen shown in Figure 24 Installation Portal Welcome screen on page 42 appears 41 HN9000 Satellite Modem Installation Guide 1037576 0001 Revision G Chapter 6 Validati...

Page 56: ...Your browser displays the screen shown in Figure 25 Data Collection screen on page 42 Figure 25 Data Collection screen 6 Enter the SAN and service order number FSO from the Installation Reference Sheet top of the first page 7 Click Launch HN9000 Satellite Modem Installation Guide 42 1037576 0001 Revision G Validating the installation Chapter 6 ...

Page 57: ...T Determines whether the site is Ka band or Ku band and presents the appropriate OVT software Displays a new screen showing the latest recorded performance parameter values Latest Values target values and for each parameter the difference between the latest values and the target values These data are the basis for the validation process Figure 27 OVT screen comparing latest and target values on pa...

Page 58: ...d target values For detailed information about the OVT see the Installer s Guide to the Ka Band Onsite Validation Tool OVT 1038091 0001 HN9000 Satellite Modem Installation Guide 44 1037576 0001 Revision G Validating the installation Chapter 6 ...

Page 59: ...ustomer s computer You the installer prepare the customer for activation by connecting the satellite modem to the customer s computer You are required to stay at the installation Activation procedure site until the customer can connect to the Internet so you can offer guidance and assistance if necessary You are guided through the activation process by instructions and prompts displayed on the com...

Page 60: ...ion and then connect the modem to the customer s computer 1 From the Terminal Initialization Sequence screen Figure 28 Terminal Initialization Sequence screen top part on page 46 or other Advanced Pages screen click the Home link in the upper right corner to open the screen that contains the Activate link Figure 28 Terminal Initialization Sequence screen top part The System Control Center home pag...

Page 61: ...op computer The Ethernet cable is already connected to the LAN port on the rear panel of the satellite modem b Connect the Ethernet cable to the LAN port on the PC or other device as shown in Figure 30 Connecting Ethernet cable to customer s computer or other device on page 48 Note If the customer wants to connect the modem to a router the router cannot be connected until activation is complete 47...

Page 62: ...t working If you use the installer laptop for activation close your browser at the Downloading Software screen to prevent the HughesNet Tools from being downloaded to the installer laptop 1 Following the instructions in the Quick Start Guide which is shipped with the modem the customer opens a supported web browser types www systemcontrolcenter com or 192 168 0 1 into the address bar and presses E...

Page 63: ...s From this point on most customers should be able to complete the activation process without assistance Note As a customer progresses through the activation screens they may see Security Alert screens with messages about Internet site security certificates The customer should click Yes to accept the certificate and continue 4 To activate the service the customer must agree to the HughesNet subscr...

Page 64: ...elds The SAN and PIN are provided on the customer s Order Confirmation email and on the Installation Reference Sheet If the customer enters information incorrectly they can try again Figure 33 Subscriber agreement with SAN and PIN fields 6 After the SAN and PIN information is entered and validated a welcome screen appears that includes the customer s name Figure 34 Welcome screen on page 51 HN9000...

Page 65: ...e customer s computer or other IP devices connected to the satellite modem 7 The License Agreement screen not shown here is an agreement to use the satellite modem activation software 8 At one point a screen titled Downloading Software appears Figure 35 Downloading Software screen on page 52 To continue the installation the customer must click the yellow bar at the top of the screen The add on is ...

Page 66: ... the necessary requirements The software advises if your computer does not meet the requirements In some cases it may tell you that your computer does not meet all requirements but that you can still proceed and use the satellite modem if you choose to Figure 36 Computer verified screen HN9000 Satellite Modem Installation Guide 52 1037576 0001 Revision G Activating the HughesNet service Chapter 7 ...

Page 67: ... Implement Public IP screen on page 53 the customer clicks Implement to implement a public IP address or Next to configure a private IP address For nearly all home installations a private IP address is appropriate You can only use a public IP address if your service plan provides for it Figure 38 Implement Public IP screen Note The Implement Public IP screen appears only if the customer ordered a ...

Page 68: ... is not available a 16 digit SXCode is made available to the user for use in calling Hughes Customer Care Configure a list of browser favorites or bookmarks Service activation is a complex but mostly automated process These are only some of the automatic processes that occur After activation if you the installer want to use the installer laptop to access the satellite modem s System Control Center...

Page 69: ...System Information page for the customer for future reference Printing the System Information page Create a shortcut to the System Control Center for the customer to use Creating a shortcut to the System Control Center Installation and activation complete 55 HN9000 Satellite Modem Installation Guide 1037576 0001 Revision G ...

Page 70: ...f for any reason you cannot print the page you can capture the screen image by pressing Alt PrintScreen Paste the captured image into a word processing document or image editor program and then save the image in a file Creating a shortcut to the System Control Center Create a desktop shortcut to the System Control Center home page on the customer s computer If you need instructions for this see Cr...

Page 71: ...gh a web browser on the computer that is connected to the satellite modem Use the System Control System Control Center home page Center to find system information for configuring networks or to check system performance if the satellite modem does not seem to be functioning properly Common features on System Control Center screens System Status page Reception Information page Transmission Informati...

Page 72: ...ating a shortcut to the System Control Center Create a shortcut to the System Control Center home page on the customer s Windows desktop 1 Open a web browser Note The method described here works for Internet Explorer It may work with other browsers 2 Type www systemcontrolcenter com or 192 168 0 1 in the browser address bar and press Enter Note To use 192 168 0 1 DHCP must be enabled on the comput...

Page 73: ...ormation Opens the Transmission Information page which displays information on data transmitted by the satellite modem View Terminal Status Opens the Terminal Status page which displays detailed information about the operational status of the satellite modem such as interface packet counts and acceleration statistics View System Information Opens the System Information page which displays informat...

Page 74: ...etermined by the service plan purchased by the customer From the HughesNet portal you can click the HughesNet Customer Care link to access a wide variety of support resources For example you can check online usage test satellite speed find troubleshooting scripts manage passwords access email check your account and service plan information and more The specific portal information and available fea...

Page 75: ...System Status page System Status Displays statistics about received data and receive connection status For more information see Reception Information page on page 68 Reception Information page Reception Info Displays statistics about the transmitted data and transmit connection status For more information see Transmission Information page on page 71 Transmission Information page Transmission Info ...

Page 76: ... name to see a pop up window that may include helpful information depending on what the problem is Links in the left panel The following links appear in the left panel of each System Control Center page except the home page Home Opens the System Control Center home page Connectivity Test Opens the Connectivity Test page which allows you to test the connection between the modem and the satellite Se...

Page 77: ...l five status and information screens which are listed below System Status page Reception Information page Transmission Information page Terminal Status page System Information page Figure 45 Format of status and information screens Each status and information screen contains categories of parameters that relate to various aspects of satellite modem operation as explained in the sections that foll...

Page 78: ...State codes on page 79 Red flag indicator On the status and information screens a red flag next to a value indicates a problem related to the parameter listed in the same row where the flagged value appears The flagged value appears in the right column the parameter appears in the middle column The value indicates the current state of the parameter Figure 47 Red flag problem indicator The red flag...

Page 79: ...lite Interface Contains information on the receive status and signal strength as well as error messages related to satellite modem receive information Administrative States Contains information on software downloads to this satellite modem security keys and other administrative functions Typical values for System Status parameters The following table lists typical values and the range of values fo...

Page 80: ...llite Up Receive Status Up The modem is transmitting signals to the satellite Down The modem is not transmitting signals to the satellite Up Transmit Status Satellite Normal Usual value Fallback The data rate is reduced Satellite Normal Data Path Administrative States Up The modem is fully functional Down The modem is not functional Up Summary Operational State Startup The modem is being commissio...

Page 81: ...eter does not apply to the HN9000 modem Primary Alternate Primary Attached AGW Attach State Unattached Red flags on System Status page A red flag next to a value on the System Status page indicates a problem related to the parameter listed in the same row where the flagged value appears For explanation find the flagged parameter in this table If a state code is displayed next to the parameter refe...

Page 82: ... under maintenance Call Installer Support with site name to resolve the issue Modem is suspended by the NOCC Suspension State Call Installer Support with site name to resolve the issue Modem has been barred individually or as part of a group by the NOCC Barred State Wait to see if the flag goes away If it does not call Installer Support with site name to resolve the issue Modem has not acquired se...

Page 83: ...ers The following table lists typical values and the range of values for parameters on the Reception Information page This information may help you understand the values displayed by a customer s satellite modem To see the definition of any parameter click the parameter name on the screen Table 12 Reception Information parameters typical values and range Range of values Typical values Parameter Sa...

Page 84: ...ext to the parameter refer to Table 17 State codes on page 79 identify the probable cause and possible solution Table 13 Red flags on Reception Information page Possible solutions Probable cause Flagged parameter See Table 17 State codes on page 79 Most of these problems must be corrected by a qualified installer Various causes are indicated by state codes 26 35 Receive Status There is a problem w...

Page 85: ...ied installer is required Antenna has been severely deflected In most cases this problem must be corrected by a qualified installer or Foreign object is blocking the antenna other professional for example a tree specialist Make sure you are using the correct power supply See Power supply information on page 10 Wrong power supply Wait for the weather to improve Average SNR is too low Severe weather...

Page 86: ...ics parameter category Up The modem is transmitting signals to the satellite Down The modem is not transmitting signals to the satellite Up Transmit Status Any whole number 0 Tx Error Not applicable parameter reserved for future use OK Transmit Path Fault Traffic Statistics Transmit Any whole number 0 Total Satellite Packets Transmitted Any whole number 0 Total Satellite Packets Dropped Red flags ...

Page 87: ... HN9000 modem TCP Acceleration Statistics Counts of messages and connections used between the satellite modem and its destination if the feature is enabled Some listed features may not be included in your service plan SSL Acceleration Statistics Counts of SSL traffic if the feature is enabled Some listed features may not be included in your service plan DNS Caching Statistics Counts on local stora...

Page 88: ...to Server Disconnected from Server Enabled Disabled Enabled DNS Acceleration Status Note The Terminal Status page also displays numerous statistics that are not listed in this table These statistics are displayed by category beginning with the Transport Interface Receive Statistics category For all of the statistics not included in this table the typical value is any whole number greater than zero...

Page 89: ... operational software Satellite Contains information pertaining to communication with the satellite such as antenna size transmit radio wattage and uplink transmission mode Addressing Contains addressing information such as LAN port address and subnet mask and available public IP addresses if any depending on your service plan Software Features This section lists the optional features and provides...

Page 90: ...ional Software Version Not applicable A number Minimum Commissioning Software Version Required Satellite Not applicable A number Uplink Cell Not applicable A number Downlink Microcell RHCP LHCP Not applicable Uplink Polarization RHCP LHCP Not applicable Downlink Polarization No Conus Full Conus Not applicable Shaped Beam Types West Conus Full West Conus East Conus Full East Conus RHCP LHCP Not app...

Page 91: ...licable An IPv4 address Static Address Mapping Within Local Domain Not applicable Not applicable Address Translation to External Domains Not applicable Not applicable Static Address Mappings to External Domains Not applicable Enabled Dynamic Address Translation to External Domains IPv6 Addressing Unassigned IPv6 address An IPv6 address LAN Port IPv6 Address Unassigned IPv6 address prefix length An...

Page 92: ... DNS Caching Not applicable Enabled Turbo Page Not applicable Disabled SSL Acceleration Not applicable Disabled DSCP Mode Not applicable Disabled VRRP Not applicable Disabled PBR Not applicable Disabled IPsec This parameter does not apply to the HN9000 modem State codes A state code is a number that indicates the operational state of the satellite modem Some state codes indicate an error condition...

Page 93: ...Parameters 2 Transient No action is necessary Antenna pointing is in progress coarse or fine pointing Occurs during modem installation only Coarse Pointing in Progress 3 Transient No action is necessary Occurs during Auto modem replacement only Modem is searching for beacon Acquiring Beacon in Boot 4 Transient No action is necessary Occurs during Auto modem replacement only Modem is searching for ...

Page 94: ...d Downlink Established in Commissioning 12 that is beacon is being tracked and transmission information packets are being received Transient No action is necessary Modem is in commissioning phase and is waiting for indirect and direct management packets Waiting for MIPs in Commissioning 13 Transient No action is necessary Modem is in commissioning phase Probing is in progress Occurs during install...

Page 95: ...beacon is being tracked and transmission information packets are being received Transient No action is necessary Modem is in operational phase and is waiting for indirect and direct management packets Waiting for MIPs in Operational 23 Transient No action is necessary Modem is in operational phase Profiles are being distributed to various subsystems Reconciling Profile in Operational 24 Steady sta...

Page 96: ...barred from transmitting by the NOCC Possible reasons for barring include Barred 32 interference isolation uplink failure or government order Call Installer Support with site name to resolve the issue Modem has been put in a suspended state by the NOCC This occurs if a customer s bill is overdue or if service is terminated Suspended 33 Call Installer Support with site name to resolve the issue Mod...

Page 97: ...y Test page You can use the Connectivity Test page to test the connection between the satellite modem and the satellite Instructions for the test are provided on the screen No special configuration is required Figure 54 Terminal Connectivity Test page For details about this test see Testing connectivity to the satellite on page 91 83 HN9000 Satellite Modem Installation Guide 1037576 0001 Revision ...

Page 98: ......

Page 99: ...s on the front panel and small LEDs on the Ethernet port on the back of the modem The LEDs provide information about the satellite modem s operating status Topics Front panel LEDs LAN port LEDs 85 HN9000 Satellite Modem Installation Guide 1037576 0001 Revision G ...

Page 100: ...eans the LED is usually on but intermittently turns off briefly Table 18 Front panel LED indications Corrective action Satellite modem status Appearance LED The modem s LAN port is connected to another network device such as the user s computer On LAN Check network connections LAN cable disconnected or other problem with the LAN configuration requires user intervention Off The modem is able to tra...

Page 101: ...ower Make sure the environmental temperature is within range that Modem temperature is too hot If the modem overheats it turns off When it cools it recovers to operational status On red the modem is positioned vertically and that its vents are not blocked Check power connection Not receiving power Off Bold type indicates LED appearance during normal operation LAN port LEDs Green and orange LEDs on...

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Page 103: ...tion are listed below Cannot access the System Control Center For help on troubleshooting installation problems see Troubleshooting installation problems on page 35 Testing connectivity to the satellite For explanation of state codes which appear on various screens see Table 17 State codes on page 79 For explanation of red flags see Red flag indicator on page 64 The Advanced Pages contain diagnost...

Page 104: ...he System Control Center home page the Problem Troubleshooting link is located below the DIAGNOSTIC UTILITIES heading The Problem Troubleshooting page opens Figure 57 Problem Troubleshooting page on page 90 Figure 57 Problem Troubleshooting page 2 Click the Start Troubleshooting button The System Control Center examines operational data and attempts to identify the problem After a short wait it di...

Page 105: ... modem 6 If the LEDs are off make sure the Ethernet cable is securely attached to the satellite modem and the customer s computer 7 If you complete the installation and you still cannot access the System Control Center contact Hughes Installer Support Testing connectivity to the satellite If you have problems connecting to the Internet you can use the Connectivity Test page to test connectivity be...

Page 106: ...esults page appears Figure 60 Connectivity Test results page If the number of messages sent equals the number of messages received the test is successful there is good connectivity between the remote modem and the satellite If the number of messages received is greater than zero but not equal to the number of messages sent you have physical connectivity to the satellite but if this test result per...

Page 107: ...nimum average and maximum delay times for the test messages in milliseconds Most important is whether all messages are received or not For additional information see How to interpret these results on the test results page 93 HN9000 Satellite Modem Installation Guide 1037576 0001 Revision G Chapter 11 Troubleshooting ...

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Page 109: ...ccess the Advanced Pages to find specific information or to configure special features Opening the Installation sub menu Note The Advanced Pages provide access to critical configuration parameters and other functions Do not use these pages unless you are a qualified installer or other technician who thoroughly understands how the satellite modem operates or unless an Installer Support representati...

Page 110: ...ced Configuration and Statistics screen appears as shown in Figure 62 Advanced Pages example showing the Advanced menu on page 97 An alternate way to open the Advanced Pages is to type www systemcontrolcenter stlui fs advanced in the browser address bar and press Enter Figure 62 Advanced Pages example showing the Advanced menu on page 97 shows one of the many available Advanced Pages the Terminal ...

Page 111: ...l selections click a menu item 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 97 HN9000 Satellite Modem Installation Guide 1037576 0001 Revision G Chapter 12 Advanced Pages ...

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Page 113: ...ng a link local IP address on the installer laptop on page 100 before you install the modem You have several options for configuring the IP address on your installer laptop computer as explained below The option you choose affects your ability to perform various installation tasks To enter installation parameters and subsequently monitor commissioning progress including state codes which indicate ...

Page 114: ...not be able to open the System Control Center by entering 192 168 0 1 or www systemcontrolcenter com in the browser address bar The configured link local IP address will not allow access to the typed in address A typed address will only work if you clear the link local IP address from the laptop IP configuration and enable DHCP or configure an additional static private IP address as explained in C...

Page 115: ...ation parameters and monitor commissioning progress Configuring a second IP address on the installer laptop If you do not want to make address changes on the laptop computer during modem installation you can configure a link local IP address and a second alternate private IP address Then you can access the satellite modem and browse the Internet without changing the IP address settings on the lapt...

Page 116: ... laptop In the Advanced TCP IP Settings dialog the laptop addresses are listed under IP Addresses primary address first and the modem addresses are listed under Default gateways Figure 64 Settings for link local and second address on the laptop Using the alternate installation address Follow these guidelines for using the 169 254 0 1 address on your installer laptop web browser Use the 169 254 0 1...

Page 117: ...n maintenance and configuration procedures in the installation guide and user guide 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 HN9000 satellite modem Standards to which Conformity is declared FCC Part 15 The modem complies with Part 15 of the F...

Page 118: ...lled using an acceptable method of connection In some cases the company s inside wiring associated with a single line individual service may be extended by means of a certified connector assembly telephone extension cord The customer should be aware that compliance with the above conditions may not prevent degradation of service in some situations Repairs in Canada Repairs to certified equipment s...

Page 119: ...stem DNS Emission Control Logic ECL European Union EU Electromagnetic Interference EMI Electronic serial number ESN European Union EU Fair access policy FAP Federal Communications Commission FCC Field service bulletin FSB Field service order FSO Global Positioning System GPS HyperText Transfer Protocol HTTP High volume uplink HVUL Interference Causing Equipment Standard ICES Internet Control Messa...

Page 120: ...ions Control Center NOCC Network service provider NSP Outdoor unit antenna and radio assembly ODU Onsite validation tool OVT PEP Backbone Protocol PEP Performance Enhancing Proxy PBP Policy based routing PBR Personal computer PC Personal identification number PIN Point of sale device POS Point to point PTP Quality of service QoS Right hand circular polarization RHCP Routing Information Protocol RI...

Page 121: ...TCP Transmission information packet TIP TCP Transaction Multiplexing Protocol TTMP Uplink Underwriters Laboratory UL Voltage alternating current VAC Value added reseller VAR Virtual Router Redundancy Protocol VRRP 107 HN9000 Satellite Modem Installation Guide 1037576 0001 Revision G Appendix C Acronyms used in this guide ...

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Page 123: ...agnetic interference 103 EMI standards 103 Entering installation parameters 16 Environment 4 14 Equipment needed for installation 11 Error messages 32 64 78 registration 32 state codes 64 78 F FCC Part 15 103 Format for entering latitude and longitude 19 Front panel LEDs 86 G Gateway Internet 2 GPS receivers 11 Grounding requirements outdoor equipment 12 H Heat sources 14 Hub 12 I Icon for accessi...

Page 124: ...tion Information page 68 Red flag indicators 64 67 70 72 Reception Information page 70 System Status page 67 Transmission Information page 72 Registration error messages 32 Related installation documentation 9 Repairs in Canada 104 Rescue switch 90 Restart modem control 60 Routing IFL cables 24 S Safety standards Canadian 104 SAN 50 Satellite loopback connectivity test 91 Satellite modem overview ...

Page 125: ...ation problems 35 Problem Troubleshooting page 90 testing connectivity to satellite 91 V Validating the installation See OVT Ventilation 14 W Welcome screen 50 111 HN9000 Satellite Modem Installation Guide 1037576 0001 Revision G Index ...

Page 126: ...HN9000 Satellite Modem Installation Guide 112 1037576 0001 Revision G Index ...

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