KVH Industries TracPhone FB150 User Manual Download

Page: 128 / 140

Chapter 5: Troubleshooting

Logging of events

119

Logging of events

Diagnostic report

When contacting your dealer/distributor for support, please include a diagnostic

report. The diagnostic report contains information relevant for the service personnel

during troubleshooting.
To generate the diagnostic report, access the web interface and select

HELPDESK

Then click

Generate report

Event log

The event log holds information of events registered in the terminal or antenna.
The log includes the time of the occurrence, a short description, location of the error

etc. This information can help troubleshooting errors in the system. You can see the

event log in the web interface. For further information, see

Viewing the Event list or

the Event log

on page 102.

Summary of Contents for TracPhone FB150

Page 1: ...User s Guide TracPhone FB150...

Page 2: ...h America Australia Europe Middle East Asia KVH Industries Inc KVH Europe A S 50 Enterprise Center Kokkedal Industripark 2B Middletown RI 02842 5279 USA 2980 Kokkedal Denmark Tel 1 401 847 3327 Tel 45...

Page 3: ...a registered trademark of International Maritime Satellite Organisation IMSO and is licensed by IMSO to Inmarsat Limited and Inmarsat Ventures plc Inmarsat s product names are trademarks or registere...

Page 4: ...he antenna in this system radiates Microwave Power This radiation may be hazardous to humans close to the antenna During transmission make sure that nobody gets closer than the recommended minimum saf...

Page 5: ...re shielded and should not be affected by magnetic fields However try to avoid running cables parallel to AC wiring as it might cause malfunction of the equipment Power supply The voltage range is 10...

Page 6: ...n manual and for information on the IP handset refer to the user manual for the IP handset Part numbers for both manuals are listed in the next section This manual has the following chapters Introduct...

Page 7: ...phasize the paragraph title in cross references Example For further information see Connecting Cables on page Title and description Document number TracPhone FB150 Installation Manual Explains how to...

Page 8: ...first call 18 Standard connection to the Internet default 19 Chapter 3 Operating the system In this chapter 21 General 21 Using a phone 23 Using a computer 29 Using the IP handset 33 Chapter 4 Using...

Page 9: ...ing In this chapter 104 Getting support 104 Uploading software 105 Part numbers 106 Troubleshooting guide 107 Status signaling 110 Logging of events 119 Reset button 120 List of reserved IP subnets 12...

Page 10: ...racPhone FB150 is a maritime broadband system providing simultaneous high speed data and voice communication via satellite through the BGAN Broadband Global Area Network Applications include Internet...

Page 11: ...voice and data communication over BGAN Full duplex single or multi user up to 150 kbps Standard Voice 4 kbps 2 LAN Local Area Network ports with PoE Power over Ethernet for computers e hubs IP handse...

Page 12: ...Terminal IP Handset Cradle wired TracPhone FB150 antenna The TracPhone FB150 system uses a small maritime BGAN antenna The antenna is housed in either a 10 8 27 6 cm compact dome or a 13 5 34 3 cm do...

Page 13: ...is accessed from a computer connected to the terminal using an Internet browser No installation of software is needed For further information on the web interface see Chapter 4 Using the web interfac...

Page 14: ...andset and the terminal However on the BGAN network side of the terminal calls are transmitted as circuit switched calls When connected to the terminal the IP handset provides a dedicated BGAN menu wi...

Page 15: ...ce offered in the BGAN system Based on 3G standards FleetBroadband provides cost effective broadband data and voice simultaneously Coverage The Inmarsat BGAN services are based on geostationary satell...

Page 16: ...ich is the gateway to the worldwide networks Internet telephone network cellular network etc The BGAN services supported by TracPhone FB150 Supported services The BGAN services currently supported by...

Page 17: ...uently the tariff SMS service The BGAN system provides a Short Messaging Service SMS for sending and receiving SMS messages to and from the terminal Supplementary services The BGAN system also provide...

Page 18: ...es or more For further information on coverage please refer to the Inmarsat home page at www inmarsat com Access to services and interfaces The following table shows which equipment and interfaces you...

Page 19: ...C we recommend placing the terminal where unintentional contact is avoided Note that the maximum allowed ambient temperature is 55 C If the maximum ambient temperature does not exceed 50 C the termina...

Page 20: ...tch on off when you start stop the engine of your vessel When the engine is stopped the terminal is in standby mode The standby current is max 15 mA when the ignition is off For information on how to...

Page 21: ...ng data sessions until the system is registered on the BGAN network You may have to enter a SIM PIN before the system can register For further information see Entering the SIM PIN for the terminal on...

Page 22: ...IP handset cradle to one of the LAN PoE connectors on the terminal as described in the user manual for the handset 2 When the handset is connected to the LAN interface it is automatically registered i...

Page 23: ...N connectors on the terminal 3 When the computer and the terminal are ready check the connection e g by accessing the built in web interface of the terminal with your browser For further information s...

Page 24: ...tone the PIN has been accepted and you can hang up or dial a number For the IP handset Select the BGAN menu select Enter PIN and enter the administrator user name and password for the terminal default...

Page 25: ...t be from 4 to 8 digits long If you enter a wrong PUK 10 times the SIM card will no longer be functional and you have to contact your Airtime Provider for a new SIM card Entering the SIM PIN using the...

Page 26: ...system automatically starts the registration procedure on the BGAN network You can monitor the registration procedure in two ways Connect the IP handset and watch the procedure in the display Connect...

Page 27: ...obile number The mobile number of the terminal you are calling The first part of the number is always 870 which is the country code for the BGAN system Example If you are calling from Denmark and the...

Page 28: ...interface by opening your browser and entering http ut bgan or the IP address of the terminal in the address bar http ut bgan translates into the IP address of the terminal if your computer is set up...

Page 29: ...port 1 The handset starts up automatically 2 Select Menu BGAN in the handset 3 Select Connect 4 Use the left right keys to find the network user group for the application you want to start 5 Press Sta...

Page 30: ...t in web interface to set up the terminal The IP handset When you connect the IP handset to one of the LAN PoE connectors on the terminal you can use the handset display and keypad to enter the PIN or...

Page 31: ...calls to from the terminal view status of the terminal and antenna view properties of the terminal and antenna PHONE BOOK page view and edit the phone book MESSAGES page send and receive SMS messages...

Page 32: ...rst column of the phone book in the web interface See Short dial on page 44 Simply dial 00 Short Dial followed by or off hook key Example To call entry number 4 in the phone book dial 004 followed by...

Page 33: ...t of the mobile number is always 870 which is the country code for the BGAN system If the mobile number is listed in the web interface you can look it up as follows Connect a computer access the web i...

Page 34: ...ow the caller s phone number to the recipient where it would otherwise be hidden e g because the number is an ex directory number For analog 2 wire telephones use the R key during a call to get access...

Page 35: ...e Call waiting on page 76 For phones with an R key normally on analog 2 wire phones When you receive a Call Waiting indication you have the following options Note Different types of phone have differe...

Page 36: ...ou have another type of phone than the ones listed below refer to the documentation for your phone handset If you want to Do as follows standard 2 wire phone Place a call on hold Press R 2 Place the e...

Page 37: ...with the local number you dialed starts to ring 2 You now have two options Hang up The phone or headset you transferred the call to continues to ring When the call is answered a connection is establi...

Page 38: ...uter functionality of the terminal This group does not allow Bridge mode Group 0 A second group used for Bridge mode connection Bridge mode is an exclusive connection with NAT disabled in the terminal...

Page 39: ...t stop Standard IP on the LAN interface By default Standard IP is not automatically activated on the terminal If you want Standard IP to be automatically activated at start up the administrator can en...

Page 40: ...web interface This is the IP address you must use afterwards to access the terminal 4 On the remote computer open your web browser 5 Enter the IP address of the terminal followed by colon and the por...

Page 41: ...int to Point Protocol over Ethernet on page 69 After enabling PPPoE in the terminal you must configure your equipment How to do this depends on the type of equipment Refer to the user documentation of...

Page 42: ...text string when asked for a service name The following table shows the service names supported by the terminal Using the IP handset You can use the IP handset as user interface for the TracPhone FB15...

Page 43: ...terface to operate set up and configure your TracPhone FB150 system Introduction The web interface What is the web interface The web interface is built into the terminal and is used for operating sett...

Page 44: ...ttings for the web interface only if you wish Consult your browser help for information To disable the use of a Proxy server completely do as follows 1 In Microsoft Internet Explorer select Tools Inte...

Page 45: ...ave access to the web interface if you want to display a different language than English select SETTINGS LANGUAGE from the left menu select a language from the list and click Apply For further informa...

Page 46: ...a submenu in the navigation pane or a new page in the contents section The status field shows the signal strength The icon bar shows icons for new SMS messages and for active events when relevant For...

Page 47: ...section To see the site map click SITE MAP in the navigation pane The site map lists all topics and submenus Click on items in the site map to go directly to the relevant location Icon Explanation A...

Page 48: ...see Entering the SIM PIN using the web interface on page 16 When the correct PIN has been entered the web interface opens the Dashboard and is ready for use Note You may not have to enter a SIM PIN to...

Page 49: ...ard Overview The Dashboard is used for control and inspection of ongoing communication and for viewing properties and status of the terminal and antenna For information on how to start or stop your da...

Page 50: ...l will not be able to register with the SAS without a GPS fix Not registered The terminal has not been able to register with the BGAN network Satellite selection The satellite selected for logon For f...

Page 51: ...g the IP address that is assigned to each profile SESSIONS TOTAL lists the totals for each connection The list shows the time connected hh mm ss for voice and MB transferred for Standard data The coun...

Page 52: ...you can Look up phone numbers Look up short dial numbers for easy dialing from a handset Modify or delete existing names and phone numbers or add new names and phone numbers Note If you are using a IP...

Page 53: ...the names in the phone book alphabetically click on Name in the top row of the phone book The phone book holds 199 entries divided into subpages To select the subpages you want click the relevant link...

Page 54: ...try number in the phone book Modifying an entry in the phone book To modify an entry do as follows 1 In the phone book click Edit next to the entry you want to modify 2 Modify the name or number as wa...

Page 55: ...number To view the mobile number of the terminal select PHONE BOOK Mobile numbers from the left navigation pane To enter or edit the mobile number To enter or edit the mobile number click Edit at the...

Page 56: ...xport the call log file and save it on your computer for archiving surveillance or other tracking purposes The call log holds information on all calls and data sessions since the call log was last cle...

Page 57: ...Standard data sessions shows the start time bytes in bytes out and estimated charge of each Standard IP session Date and time is the international UTC time received from the satellite For information...

Page 58: ...more SMS messages The field below the message field shows the number of SMS messages used to send the message 4 Type in the phone number in the Recipient field Remember 00 and country code e g 00 45...

Page 59: ...mpts to send the message again To make sure the message has been sent look in the Sent folder Click Delete next to a message to delete it Click Delete all messages in Outbox to delete all the messages...

Page 60: ...unopened envelope Click the envelope to see the new message s Otherwise to see new messages click MESSAGES from the left navigation pane The page shows new incoming messages If the message is not an S...

Page 61: ...click Send If you want to move all the new messages click Move all new messages to Inbox Options for SMS messages in the Inbox The messages in the Inbox are the incoming messages that have been read a...

Page 62: ...notification setting for an individual message For further information see Sending an SMS message on page 49 Do as follows 1 Select MESSAGES Message settings from the left navigation pane 2 If you wa...

Page 63: ...the number and click Save Then click Apply to apply all changes in the page The SMS service center number is provided from your Airtime Provider Viewing the Voice mail number You get an SMS notificati...

Page 64: ...es The SETTINGS page shows properties of the connected antenna To access the SETTINGS page select SETTINGS from the left navigation pane Note If the HPA module in the antenna has been exchanged the An...

Page 65: ...ices connected to the terminal The terminal has a built in DHCP server which can be used to dynamically assign IP addresses to devices connected to the terminal You can also set up the local IP addres...

Page 66: ...select Disabled you need to set up a static IP address in the connected device 3 If you want to change the Local IP address and the Netmask of the terminal type in the new address and netmask The Loc...

Page 67: ...address refer to step 5 on page 61 in the section Setting up the Default network user group The following example shows how to allow Internet access to a mail server smtp connected to the terminal Th...

Page 68: ...s includes the following steps 1 Defining a network user group See the next sections Setting up a Bridge mode connection or Setting up the Default network user group The network user groups determine...

Page 69: ...apply other settings to the Default network user group do as follows 1 Select SETTINGS LAN Network user groups 2 When you are prompted enter the administrator user name and password The default user...

Page 70: ...minal will then use the static IP address set up for your SIM card 7 Set IP Header compression to Enabled or Disabled For information on IP Header compression see Header compression on page 68 8 Selec...

Page 71: ...sed by default for the Default user group Enabled means the connection is activated automatically as soon as the system is ready 11 Click Apply 12 Reboot the terminal for the changes to take effect Se...

Page 72: ...5 Select Dynamic IP address This is the IP address used externally on the satellite network Refer to the next step for Static IP 6 If you want to use a static IP address you must have it included in y...

Page 73: ...s on the external network select this option either here or in the Common setting Network assigned The APN is assigned from the network User defined Type in the APN APNs are provided from the Airtime...

Page 74: ...how to set up the Default group see Setting up the Default network user group on page 60 13 Select SETTINGS LAN Network classification The network classification table is used to define which network...

Page 75: ...address field If the field is left empty any IP address is accepted LAN port If you want devices connected to a specific LAN port to belong to Group 0 select the port number to use 16 Click Apply Gro...

Page 76: ...MAC address When the device is locked to an IP address the terminal will always assign this IP address to the MAC address of this device To lock a device to its current IP address click the link next...

Page 77: ...he Header can take up a considerable amount of bandwidth In order to save bandwidth you can use Header Compression meaning you compress the header information leaving some of the information out You c...

Page 78: ...ne FB150 terminal you must enter a few settings for your PPPoE connection For example you need to set up which service to use and possibly a user name and password For details refer to Using PPPoE Poi...

Page 79: ...guring the Phone interface To enable disable incoming calls on the Phone interface do as follows 1 Select SETTINGS Phone from the left navigation pane 2 Select Standard if you want to be able to recei...

Page 80: ...network This means that the terminal must know the APN in order to be able to connect to the external network APNs are provided from the Airtime Provider They may also be defined on the SIM card How...

Page 81: ...do as follows 1 Select SETTINGS Common 2 Select the APN You have the following options SIM default The APN is taken from the SIM card This is the recommended option unless you have special requirement...

Page 82: ...upplementary services Call forwarding Call barring Call waiting Line identification Closed user group Note that depending on the network some of these call service settings may prevent others from bei...

Page 83: ...t navigation pane 2 Click OK next to Read current settings to display the phone numbers for call forwarding for the subscription These numbers are operator controlled and come with your airtime subscr...

Page 84: ...TTINGS Common Call barring from the left navigation pane 2 Click OK next to Read current settings to make sure the page is updated 3 Select which calls should be barred 4 In the Barring PIN field type...

Page 85: ...alls while you are making a call or transmitting data Do as follows 1 Select SETTINGS Common Call waiting from the left navigation pane 2 Click OK next to Read current settings to make sure the page i...

Page 86: ...p the interfaces 77 Line identification You can set up the terminal to show your number when you are making a call Do as follows 1 Select SETTINGS Common Line identification from the left navigation p...

Page 87: ...roup no Your airtime subscription lists your user group number s 3 Select which group s should be active If you select Subscribed the group s included in your subscription will be active 4 To allow ou...

Page 88: ...ettings for your IP handset To change the settings for the IP handset do as follows 1 If the IP handset has not been connected to the terminal before connect the IP handset to one of the LAN ports pre...

Page 89: ...tings of the IP handset For further information refer to the user manual for the IP handset Setting up the IP handset to match the terminal In the IP handset use the display menu system to enter the u...

Page 90: ...formation refer to the user manual for the IP handset Enabling Disabling incoming calls to a connected IP handset To enable or disable incoming calls on the LAN PoE interface do as follows 1 Select SE...

Page 91: ...ion of your IP handset select MENU Status Software version in the IP handset To change the IP handset compatibility do as follows 1 Select Settings IP handsets Server settings 2 Select the IP handset...

Page 92: ...witch in the terminal Pin 2 can be used to provide an external signal that indicates active warning error condition s You can configure pin 2 to be Normally closed or Normally open Normally Closed def...

Page 93: ...l signal that triggers the ignition function can be either positive DC voltage or ground The ignition function uses pin 5 together with pin 8 DC in Connect the appropriate pin to the ignition switch a...

Page 94: ...83 4 If you are using the Ignition function and you want the terminal to stay on for a few minutes after the Ignition is switched off enter the number of minutes under DELAYED SHUTDOWN For further in...

Page 95: ...ware from your computer to the terminal and how to download the latest software version from the Internet to your computer You can upload software from your computer to the terminal without entering t...

Page 96: ...IN has been accepted or a PIN is not required select SETTINGS Upload from the left navigation pane If a PIN is required and the PIN has not been entered select ADMINISTRATION enter the Administration...

Page 97: ...the new software version When the new software version is found the web interface shows the new software version and a link for downloading the software 4 Click the link to download the new software t...

Page 98: ...you can select the satellite you prefer to use when registering on the BGAN network To select the preferred BGAN satellite To select the preferred BGAN satellite do as follows 1 Select SETTINGS Satell...

Page 99: ...an change the language to French German Russian Spanish or Mandarin Chinese To change the language do as follows 1 Select SETTINGS Language 2 Select a language from the list 3 Click Apply Note If you...

Page 100: ...ame and password The default user name is admin and the default password is 1234 If you have forgotten the administrator password you can reset the password by clicking the link at the bottom of the p...

Page 101: ...f the terminal You can find the serial number and IMEI number in the Dashboard 2 Click the link Forgot administrator password at the bottom of the ADMINISTRATOR LOGON page see the previous section 3 T...

Page 102: ...ator password do as follows 1 After entering the administrator user name and password in the ADMINISTRATION page locate the section Change administrator logon 2 Type in the existing user name 3 Type i...

Page 103: ...ation is now saved to a file This file is used to load the configuration into another terminal See the next section Loading a configuration from a file To load a configuration from a file do as follow...

Page 104: ...vices 4 Click Apply The entered tariffs are used for estimating the charges for calls and data sessions The estimated charge is listed for each call or data session in the call log For further informa...

Page 105: ...PIN to access the terminal do as follows 1 Select ADMINISTRATION SIM PIN 2 Under REQUIRE PIN select Enabled or Disabled If you select Disabled you can access and use the terminal without entering a PI...

Page 106: ...e SIM PIN To change the PIN used to access the terminal do as follows 1 Select ADMINISTRATION SIM PIN 2 Under CHANGE PIN type in the Old PIN 3 Type in the New PIN and retype it on the next line 4 Clic...

Page 107: ...deciding to which areas of the system you want to give non administrator users access To set up the user permissions do as follows 1 From the left navigation pane select ADMINISTRATION User permission...

Page 108: ...the LAN interface AT commands are low level commands used to control modems in this case the TracPhone FB150 terminal They are typically used during service and maintenance or when troubleshooting the...

Page 109: ...ber 4 Under TRUSTED IP ADDRESSES type in the IP addresses of the devices you want to give access to the terminal 5 Click Apply You can now access the terminal from one of the trusted IP addresses usin...

Page 110: ...ly If you need help with terminal or antenna related issues call your local dealer or distributor Generating a diagnostic report The diagnostic report contains relevant information for troubleshooting...

Page 111: ...f the first occurrence ID and severity of the event message and a short text describing the error For more information on the event messages refer to Event messages on page 110 Event log The Event log...

Page 112: ...r interface IAI 2 This field should normally show Registered unless the system is still in the startup process Ongoing data sessions IP address and connection status e g Active or Suspended Ongoing ca...

Page 113: ...P DESK This Help desk number is either taken from the SIM card or entered manually If no number is available under HELP DESK check your Airtime subscription documents for a contact number System Suppo...

Page 114: ...ect a computer 2 Enter the web interface and see the Software version field in the Dashboard Uploading software using the web interface You can upload software from the web interface If you have an ad...

Page 115: ...50 System 10 8 27 6 cm Dome TracPhone FB150 System 13 5 34 3 cm Dome IP Handset Cradle Wired Item Part number Antenna 34 403050C Terminal 34 403739A Item Part number Antenna 02 1747 Terminal 34 403739...

Page 116: ...ellite with the strongest signal and attempt to connect No transmission on the BGAN network is possible The Radio silence function is activated from an external device connected to the I O interface o...

Page 117: ...ablished The cable is not properly connected Connect the cable The cable type or connector type is not correct For information on the correct type of connector and cable refer to the installation manu...

Page 118: ...do not have too many power consuming devices connected The maximum available output power on the LAN PoE interface is 32 W If possible disconnect other connected devices Theadministrator password doe...

Page 119: ...The terminal can detect events during POST Power On Self Test or CM Continuous Monitoring When the terminal detects an event that requires your action it issues an event message You can see the active...

Page 120: ...tor 00260 to 00269 System error The terminal cannot communicate on the satellite network Contact your dealer distributor 00270 to 00279 Voice module error Voice services cannot be accessed by the term...

Page 121: ...down Antenna Critically high temperature is causing the antenna to stop transmission If possible move the failing unit to a cooler location For information on ambient temperature limits see the insta...

Page 122: ...s Packet Switched Restart the terminal If the problem persists contact your Airtime Provider 02000 to 02009 Satellite signal weak The signal from the satellite is weak Check the line of sight to the s...

Page 123: ...as PoE disabled due to power limitations The power supply to the terminal has dropped critically PoE is disabled to ensure enough power to the antenna Ensure a stable power supply to the terminal 0800...

Page 124: ...d has finished Contact your dealer distributor if the Event is not cleared within 5 minutes 0802C Firmware update still fails after several retries The terminal was unable to upload new firmware to th...

Page 125: ...to the antenna but the antenna failed to start normally with the new firmware Reboot the terminal Contact your dealer distributor if the problem persists 08035 Unable to open port for HPA burst monit...

Page 126: ...of the data channel is reduced because the temperature is too high Move the terminal to a cooler location 0804B Illegal combination of antenna and terminal You are not using the right combination of a...

Page 127: ...r information on ambient temperature limits see the installation manual 08056 USIM rejected The type of USIM card inserted in the terminal is not correct for your terminal Make sure you have the corre...

Page 128: ...generate the diagnostic report access the web interface and select HELPDESK Then click Generate report Event log The event log holds information of events registered in the terminal or antenna The lo...

Page 129: ...arily set to the default value default IP address 192 168 0 1 With this function even if the IP address has been changed and you do not remember the new IP address you can still access the web interfa...

Page 130: ...inal and connected equipment will not be able to communicate The following local IP subnets are reserved for internal use in the terminal The netmask for all of these subnets is 255 255 255 0 192 168...

Page 131: ...122 Chapter 6 Conformity 6 CE R TTE The TracPhone FB150 is CE certified R TTE directive as stated in Declaration of Conformity with R TTE Directive enclosed in copy on the next page...

Page 132: ......

Page 133: ...rotocol for assigning dynamic IP addresses to devices on a network With dynamic addressing a device can have a different IP address every time it connects to the network DNS Domain Name System A syste...

Page 134: ...e system is powered up or reset PPPoE Point to Point Protocol over Ethernet A network protocol for encapsulating Point to Point Protocol PPP frames inside Ethernet frames By using PPPoE users can virt...

Page 135: ...g for Internet telephony SMS Short Messaging Service U UTC Coordinated Universal Time The International Atomic Time TAI with leap seconds added at irregular intervals to compensate for the Earth s slo...

Page 136: ...ming 70 forwarding 74 holding 27 line identification 77 local 25 making or receiving 23 missed received outgoing 48 redial 25 to the terminal 24 transferring 28 viewing ongoing 42 waiting indication 2...

Page 137: ...address external setting up 61 63 for web interface 36 local setting up 57 local viewing 41 IP handset BGAN features 21 connecting 13 entering PIN 15 local numbers 25 power supply 13 starting up 13 u...

Page 138: ...i redial 25 registering on the BGAN network 17 remote management 100 remote on off 11 Router mode 61 S safety summary iii satellite selecting 89 view current 41 view selected 41 sent messages resendin...

Page 139: ...viewing 42 47 transferring a call 28 troubleshooting guide 107 typography used in this manual vi U uploading software 86 usage counter 42 47 clearing 95 user interfaces 21 V version of software 41 vo...

Page 140: ...e Center Middletown RI 02842 5279 U S A Phone 1 401 847 3327 Fax 1 401 849 0045 E mail info kvh com KVH Europe A S Kokkedal Industripark 2B 2980 Kokkedal Denmark Phone 45 45 160 180 Fax 45 45 160 181...

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