Hughes ThurayaIP User Manual Download Page 36

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ThurayaIP Satellite Modem User Guide

Troubleshooting

This section details the following:

Some general hardware and software problems you may encounter

in the installation and operation of

Thuraya

along with the

possible source of these problems and how to correct them.

System fault codes and descriptions reported to you by

Thuraya

the wMMI screens, along with their possible causes and solutions.

If unable to correct a problem please contact the

Thuraya

dealer

you purchased the unit from.

General Troubleshooting

Problem

Possible Cause

Action

Thuraya

will not

switch on, or will
not stay on when
under battery
power.

Battery needs
recharging.

Charge the battery. Check

Battery Light or wMMI screen for
battery charging indication.

The battery is not
inserted properly.

Remove and reinsert the battery.

Make sure the battery cable
connector is latched.

The battery

contacts are dirty or
damaged.

Check the battery connector

contacts. Clean them if
necessary. If you find any
damage, replace battery.

The Modem was

reset while under
battery power

When the Modem is reset while

under battery power (no AC
Mains connected), you must turn it
back on manually. This is a normal
operation for the Modem.

SIM card error.

SIM card or SIM

card contacts may
be damaged.

Visually inspect the SIM card and

SIM card contacts and return SIM
card to your Service Provider if it is
damaged.

SIM card may not
be present.

Remove the battery door and
verify that the SIM card is present.

SIM card may be
inserted incorrectly.

Remove the SIM card and make

sure that it is inserted according to
the instructions in the User Guide.

Summary of Contents for ThurayaIP

Page 1: ... 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 All trademarks marks names or product names referenced in this publication ar...

Page 2: ......

Page 3: ...s types of warnings used in this document to alert you to possible safety hazards WARNING Potential radio frequency RF hazard Where you see this alert symbol and WARNING heading strictly follow the warning instructions to avoid injury to eyes or other personal injury WARNING Where you see this alert symbol and WARNING heading strictly follow the warning instructions to avoid personal injury DANGER...

Page 4: ...isconnect ThurayaIP from computer and store unit indoors if lightning is anticipated in the area of operation General Handle your ThurayaIP with care The enclosure is weather resistant per IEC 60529 IP55 However do not submerge the unit or expose it to severe rainstorms Avoid exposing your ThurayaIP to extreme hot or cold temperatures The operating temperature range of ThurayaIP is 10ºC to 55ºC Av...

Page 5: ...power adapter HNS P N 3500114 0001 is for indoor use only It has an indoor operating temperature range of 10ºC to 55ºC and provides an output voltage of 12 VDC The storage capability of the battery decreases when operated below 0ºC If the battery is charged at too high a temperature this will be indicated on the LCD display Battery Door To ensure safety ensure that the battery door is properly clo...

Page 6: ... 60950 1 We hereby declare that all essential radio test suites have been carried out and that the above named product is in conformity to all the essential requirements of R TTE Directive 1999 5 EC This device complies with Part 15 of the FCC Rules Operation is subject to the following two conditions 1 This device may not cause harmful interference and 2 This device must accept any interference r...

Page 7: ... 3 STEP 4 DATA CONNECTIONS 4 STEP 5 POINTING TO THE SATELLITE 4 QUICK REFERENCE 7 GLOBAL POSITIONING SYSTEM OPERATION 7 STORED GPS LOCATION 7 INTEGRATED MAN MACHINE INTERFACE IMMI 8 CONTROL BUTTONS 8 STATUS MENU DISPLAY 9 NAVIGATION OF THE IMMI 9 DATA RATE SELECTION 10 RECEIVE SIGNAL STRENGTH DISPLAY 11 DISPLAY ICONS 12 WEB MAN MACHINE INTERFACE WMMI SCREENS 13 HOME SCREEN 14 PROPERTIES SCREEN 15 ...

Page 8: ... Guide WLAN CONFIGURATION SCREEN 22 WLAN SECURITY SCREEN 23 ADVANCED SETTINGS SCREEN 24 POINTING SCREEN 25 UPGRADING THURAYAIP 27 UPGRADING SOFTWARE 27 TROUBLESHOOTING 28 GENERAL TROUBLESHOOTING 28 STATUS CODES 33 GLOSSARY 44 INDEX 46 ...

Page 9: ...t operating differences to note Please read this user guide carefully to understand all the aspects of operating your ThurayaIP First Time Set Up This section guides you through the process of setting up and configuring your ThurayaIP for the first time The steps presented should be followed in the order given When you are finished your computer and modem will both be set up and ready to use Unpac...

Page 10: ...on the MAC 3 Go to Network 4 A new network port should then be recognised Note You must verify that the proxy server settings in your browser are disabled For Microsoft Internet Explorer select Tools Internet Options Connections LAN Settings and uncheck the box labelled Use a proxy server for your LAN For Netscape go to Advanced Preferences and select Direct connection to the Internet When complet...

Page 11: ...CONNECTION AND BATTERY CHARGING 1 The ThurayaIP ships with the battery preinstalled however if needed install the battery in the compartment pictured in Step 1 2 Plug in Power cable and charge the battery for at least three hours DC Power Jack STEP 3 OBTAIN INITIAL GPS USING THE ThurayaIP 1 Put the ThurayaIP outside on a flat surface with a clear view of the sky away from building trees and other ...

Page 12: ...t cable can be used to connect the laptop and modem as long as it is less than100 meters in length USB You will first need to install the USB driver from the CD ROM following the instructions in the Software Installation and Configuration section above Next connect the USB cable to your laptop s USB interface and insert the other end of the connector into the ThurayaIP USB and Ethernet Data Connec...

Page 13: ...ThurayaIP satellites in the Satellite Location section The recommended satellite for your location will be highlighted in green With the ThurayaIP terminal upside down use the integrated compass to determine the direction of the recommended satellite You must be able to obtain a clear view of the satellite in the sky for the ThurayaIP to connect to the network If the recommended satellite is obstr...

Page 14: ...ction of the ThurayaIP satellite Receive Signal Strength on the ThurayaIP Display 6 Once the ThurayaIP obtains sufficient signal strength from the satellite it will automatically connect and establish an IP data session Check this on the home page by confirming that the Network Status line shows Connected Congratulations Your ThurayaIP is successfully connected You should now be able to send and r...

Page 15: ...unit can be relocated to a more convenient working area such as inside a building by a window facing toward the satellite Once you have established a session on ThurayaIP you will not need another GPS location while you remain connected in the Always On condition This is convenient if you intend to operate from one location for an extended period of time since there is no need to move ThurayaIP to...

Page 16: ...utton Locations CONTROL BUTTONS The following table gives you a summary of the four ThurayaIP buttons Button Action Result Power button Short press Backlight on cancel any menu operation return to status menu Long Press Turn unit on or off Connect button Short press Toggle audio pointing state sound on off Long press Toggle connection state connect disconnect Exit pointing mode Menu button Short p...

Page 17: ...reventing data transfer Acquiring The terminal is attempting to connect to the network Tx rate Rx rate Transmit and Receive streaming rates in kilobits per second Standard Best efforts quality of service in both directions NAVIGATION OF THE IMMI You navigate among the options available in the iMMI by utilizing the Menu and Modify buttons With the unit in its normal state displaying status indicato...

Page 18: ...ng QoS Tx 256Kbps Selects 256Kbps Tx Streaming QoS Hidden unless external antenna attached Rx 384Kbps Selects 384Kbps Rx Streaming QoS Hidden unless external antenna attached Rx 16Kbps Selects 16Kbps Rx Streaming QoS Rx 32Kbps Selects 32Kbps Rx Streaming QoS Rx 64Kbps Selects 64Kbps Rx Streaming QoS Rx 128Kbps Selects 128Kbps Rx Streaming QoS Rx 256Kbps Selects 256Kbps Rx Streaming QoS Press the M...

Page 19: ... used to monitor incoming signal strength from the Thuraya satellite and permit pointing or re pointing to occur at any time during operation The display provides both a graphical and digital indication of the signal strength The digital RSSI indication consists of a value between zero and 99 The graphical RSSI indication is a 50 element bar graph of the RSSI The RSSI display updates rapidly for a...

Page 20: ... on steady when the stored GPS information is within the GPS validity period Satellite Icons The satellite icons located next to the GPS icon indicate the status of the GPS receiver in the ThurayaIP and the number of visible satellites The icons are off when the GPS receiver is off The icons are active when the GPS receiver is on either flashing or steady state The number of icons in steady state ...

Page 21: ...cape Communicator version 7 2 Firefox 2 0 AOL Explorer Macintosh Safari To access the ThurayaIP connect your computer run a supported browser and enter http 192 168 128 100 into the browser s address field You may wish to add this address to the browser s bookmark list so the address will be easier to find in the future When active the browser interface will allow you to access the wMMI Each of th...

Page 22: ...e requested and actual receive channel data rate The actual allocated data rate may vary from the one requested due to subscription or system capacity restrictions Fixed Rate Provides the status of the Fixed Rate control Enable Fixed Rate when using a streaming connection that must match the requested data rate If the rate is unavailable the connection will not be made Multimedia Provides the stat...

Page 23: ...is used in the pointing operation described earlier PROPERTIES SCREEN The Properties screen displays a summary of current communications parameter settings You can also use this screen to do the following Restore Factory Defaults Reset Terminal Power Off Terminal Upgrade Modem Software a link to the upgrade website Properties Screen About Restoring Factory Defaults When you click this button the r...

Page 24: ...EEN This screen provides you with an estimate of your data usage Data usage figures are obtained by counting the bytes in the IP packets received by and sent from the ThurayaIP terminal You can view both since power on per session and Cumulative lifetime data usage counts To reset the data counters of a session simply select the reset button for either transmit or receive and click the Apply butto...

Page 25: ...width values Multimedia Control Allows you to enable or disable Automatic Repeat reQuest ARQ over the satellite Typically ARQ an error control protocol for data transmission is best disabled for voice or video traffic Fixed Rate Control Allows you to enable or disable fixed rate service over the satellite You can force the connection to match the requested QoS If disabled the best streaming rate p...

Page 26: ...graph displays satellite signal quality Signal Strength Use this display to monitor incoming signal strength from the satellite and permit pointing or re pointing to occur at any time during operation Note Signal Quality vs Signal Strength The Signal Quality status is a different measure of the received satellite signal than the Signal Strength status Seeing differences between these two levels is...

Page 27: ...From the Main menu you can select Settings to navigate among all the various Settings functions from the menu on the left side of the screen Network Settings Security Management Settings Login Settings Advanced Settings NETWORK SETTINGS SCREEN After executing the necessary First Time Set up steps to configure ThurayaIP you may want to select the Network Settings screen to check your network config...

Page 28: ...aIP uses a Primary Host Domain Name Service DNS automatically assigned by the network during the period when the Modem connects to the network Statically Configure Address If this button is selected the Modem uses the DNS address you enter in the DNS Address field You should check this box and enter an IP address only if directed to do so by your Service Provider APN Selection If use of multiple I...

Page 29: ...e SIM PIN is enabled and you would like to change the existing PIN click this link You will be required to enter the Old PIN the New PIN and the New PIN again for confirmation Lock Upon SIM Change When this setting is enabled you must enter a security code when the terminal powers up with a new SIM Restricted Administrative Access When Restricted Administrative Access is enabled protected web page...

Page 30: ...will let you know if this step is required and give you the necessary information User Name Password Confirm Password You must enter the password twice to ensure accuracy WLAN CONFIGURATION SCREEN The WLAN Configuration screen allows you to configure WLAN characteristics including enabling disabling WLAN setting a timer that will force WLAN to power down if no host connects within the timeout and ...

Page 31: ...with an error message WLAN Channel Select the WLAN channel from a drop down list 1 through 14 WLAN SECURITY SCREEN The WLAN Security screen allows you to configure WLAN security parameters including enabling disabling Wired Equivalent Privacy WEP hiding the SSID and setting Media Access Control MAC filters Access this screen by clicking the WLAN Security Settings link towards the bottom of the WLA...

Page 32: ...t box Generate Instead of manually entering a key value you may press the Generate button to automatically generate a key value Hide Keys Click this button to hide the keys from this display MAC Filtering Enable or disable MAC filtering If filtering is enabled you can enter up to eight MAC addresses Only these addresses will be permitted to access the terminal ADVANCED SETTINGS SCREEN The advanced...

Page 33: ...ght Config LCD backlighting can be On 15 sec Off or Auto off after 15 seconds of inactivity unless external DC present Power Up Profile You can select the power up profile from a drop down list including Standard and three customizable streaming profiles Each streaming profile can be customized by name multimedia mode fixed rate mode transmit rate and receive rate Select the Save button to impleme...

Page 34: ...satellite Once this rough pointing is accomplished use the Signal Strength meter described below to optimise the pointing direction Signal Strength This blue bar moves to the right as the signal received from the satellite gets stronger The numeric display to the right of the bar is simply a digital representation of the bar The orange peak hold bar at the end of the blue bar identifies the highes...

Page 35: ...you are prompted to execute the package Select Yes and the upgrader application will self extract onto the PC s hard drive 6 Once the package is installed it puts a shortcut on the desktop and prompts you to upgrade now Make sure the ThurayaIP is now connected to the PC via Ethernet recommended or USB and is powered up Select the upgrade option on the PC and the program will allow you to upgrade t...

Page 36: ...MI screen for battery charging indication The battery is not inserted properly Remove and reinsert the battery Make sure the battery cable connector is latched The battery contacts are dirty or damaged Check the battery connector contacts Clean them if necessary If you find any damage replace battery The Modem was reset while under battery power When the Modem is reset while under battery power no...

Page 37: ...ettings may not be configured correctly Make sure the Windows network settings in the PC are set to choose IP settings automatically DHCP Then reboot the PC The PC can only have one active LAN connection When connected to the PC the Modem must be the only active LAN connection Disconnect all other LAN connections Make sure the Modem is the only active LAN connection Windows limits the number of ne...

Page 38: ...ted a GPS antenna make sure it can see the full sky The Signal Strength meter on the pointing screen does not change when moving the antenna Java not enabled on the browser Enable Java applications on the browser Rough pointing not completed correctly Follow the instructions in the User Guide to correctly complete rough pointing ThurayaIP cannot find the satellite No signal or weak signal Make sur...

Page 39: ...Netscape go to Advanced Preferences and select Direct connection to the Internet For Microsoft Internet Explorer select Tools Internet Options Connections LAN Settings and uncheck the box labelled Use a proxy server for your LAN YOU MAY NEED TO RECHECK THIS BOX UPON RETURNING TO YOUR OTHER INTERNET CONNECTION No network access or poor network performance Interference from other satellite mobile te...

Page 40: ...r temperature condition let the ThurayaIP cool down before attempting to resume operation The Signal Quality meter on the wMMI changes from time to time Normal behaviour There are several types of channels used by the Modem each with different signal strengths Because the Signal Quality meter measures the channel currently in use there may be slight differences in what the meter shows as channels ...

Page 41: ...t to your Service Provider if damaged SIM card contacts may be dirty Clean the SIM card contacts with a dry cloth If problem continues replace SIM card with a known good SIM card If problem persists return the unit to your Service Provider for service 2 SIM card read write error Power down and try again Failure to read from or write to the SIM card Power down ThurayaIP and try again SIM card may b...

Page 42: ...d try again SIM card may be damaged Visually inspect the SIM card and return it to your Service Provider if damaged SIM card contacts may be dirty Clean the SIM card contacts with a dry cloth If problem continues replace SIM card with a known good SIM card If problem persists return the unit to your Service Provider for service 6 A required data field is missing from the SIM card Please contact yo...

Page 43: ...on entries in the Home Location Registry 10 This Mobile Terminal was detached by the network Cause unknown Power down and try again Network connection broken with an unknown cause Power down ThurayaIP and try again If the problem continues contact your Service Provider 11 Network connection failure Invalid parameters used for network attach procedure Please contact your Service Provider Network co...

Page 44: ...ase contact your Service Provider Network connection failure because user was not subscribed to the service option Contact your Service Provider to regain authorised service The Service Provider should check the subscription entries in the Home Location Registry 17 Network connection failure N SAPI has already been used Power down and try again Network connection failure because network assigned a...

Page 45: ...e correct network settings 22 Network connection failure No response from network Power down and try again Network connection failure due to lack of a response from the network Power down ThurayaIP and try again If the problem continues contact your Service Provider 23 Network connection failure Protocol error received from network Power down and try again Network connection failure due to a proto...

Page 46: ...ion The connection between Terminal Equipment and Mobile Terminal has been removed or The interface cable between Terminal Equipment and Mobile Terminal is not plugged in properly Remove and reinsert the interface cable from both the PC and the ThurayaIP When done reboot the ThurayaIP 29 Network access blocked GPS fix is too old Power down and try again ThurayaIP will attempt to reacquire connecti...

Page 47: ... the problem continues in other areas where service is allowed contact your Service Provider 105 Network connection failure Roaming is not allowed Reacquiring connection You are using a SIM card from a carrier that does not have a roaming agreement with your Service Provider If the problem continues with an authorised SIM card contact your Service Provider 106 Network connection failure Mobile Ter...

Page 48: ...m continues contact your Service Provider 112 Network service is not available Invalid position Reacquiring connection Network service not available because the GPS position is not valid You should verify that the Modem has an open view of the sky to get a GPS fix If the problem continues contact your Service Provider 113 Network service is not available Invalid position for the selected Service P...

Page 49: ...use If the problem continues contact your Service Provider Network may be down 118 Network connection failure Service option temporarily out of order Reacquiring connection Network connection failure because service option is temporarily out of order If the problem continues contact your Service Provider Network may be down 119 Network connection failure PDP deactivated by network Reacquiring conn...

Page 50: ...ecause the requested QoS was rejected by the Network Modify the QoS settings and try again If the problem continues set all QoS settings to the default values and try again If the problem continues with the default values contact your Service Provider 124 Network connection failure Invalid transaction id Reacquiring connection Network connection failure due to invalid transaction ID If the problem...

Page 51: ... cannot be made contact your Service Provider 129 Network access blocked GPS location may be too old If condition does not clear please obtain a new GPS location GPS fix may be too old Verify that the Modem has an open view of the sky to get a GPS fix If the problem continues contact your Service Provider 130 Network access unavailable GPS location needs updating GPS fix is too old The ThurayaIP t...

Page 52: ...ator configures the DNS with a list of host names and IP addresses allowing users of workstations configured to query the DNS to specify remote systems by host names rather than IP addresses On ThurayaIP wMMI Network Settings screen a primary and possibly a secondary DNS address supplied by your Service Provider must be assigned Ethernet Ethernet is a local area networking method used widely throu...

Page 53: ...onfigure the Modem to enable SIM PIN security each time you invoke the Modem wMMI after turning on the Modem PIN authorisation is required in order to use the system SIM PIN A Subscriber Identification Module SIM Personal Identification Number PIN may be supplied by your Service Provider If SIM PIN entry is enabled on ThurayaIP wMMI Security Management screen a prompt requests you to enter the SIM...

Page 54: ...LCD iii 8 9 10 12 28 35 login 24 MAC 2 17 25 27 Menu button 9 10 12 Modify button 9 10 11 12 Multimedia 16 19 pacemakers iv password 23 24 45 PIN 5 9 23 33 37 49 pointing 6 8 9 10 12 16 20 27 28 29 33 34 Power button 3 9 11 12 Private Satellite Modem IP Address 17 proxy server 2 32 34 Public Network IP Address 17 22 50 QoS 10 11 12 18 19 45 49 Quality of Service 10 18 49 region 25 Restore Factory ...

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