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Chapter 8 • Troubleshooting

90

1039434-0001 Revision A

Important troubleshooting information

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.

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

When this installation guide instructs you to power cycle the modem, you
should remove and then re-apply power. If the satellite modem uses an AC/DC
power supply, disconnect the AC power cord from the power source (power
strip, wall outlet, or surge protector). If the satellite modem uses a DC/DC
power supply, disconnect the DC input cable connector from the modem’s
power supply. In either case (AC/DC or DC/DC),

do not unplug the power cord

from the satellite modem’s rear panel

.

Doing so could result in static electricity

discharge that could shock you and/or damage the modem.

Troubleshooting reference diagram

If you need to use any of the troubleshooting procedures provided in this chapter,
you may find it useful to refer to

Figure 68

. This diagram shows all power and cable

NOTICE

NOTICE

CAUTION

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Содержание HN9260

Страница 1: ...HN9260 Satellite Modem Installation Guide 11717 Exploration Lane Germantown MD 20876 Phone 301 428 5500 Fax 301 428 1868 2830 1039434 0001 Revision A March 30 2012 ...

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

Страница 3: ...15 Computer and networking requirements 17 Computer requirements 17 Networking and Internet browser requirements 17 Related components 18 Antenna 18 IFL Cables 19 Hub or similar network device 19 Instructions for related components 20 Chapter 3 Installing the satellite modem 21 Prerequisites for installing the modem 21 Selecting the modem installation location 21 Ventilation and heat sources 22 Mo...

Страница 4: ...sing the antenna pointing screens 61 Software download manual commissioning 61 Chapter 5 Completing the installation 63 Confirming that the satellite modem s files are up to date 63 Connecting the satellite modem to the customer s computer 64 Verify that the customer can browse the Internet 65 Printing the System Information page 65 Creating a shortcut to the System Control Center 65 Installation ...

Страница 5: ...ration is operational 95 Confirming NOC connectivity 96 Confirming NOC connectivity Static IP Address 98 Confirming Internet connectivity 98 Checking the DNS setting 99 Checking for viruses and firewall issues 99 Cannot access the System Control Center 100 Satellite modem connected directly to a computer 100 Satellite modem connected to an Ethernet device 100 Using the front panel LEDs for trouble...

Страница 6: ...rence 109 Appendix B Updating the modem software 111 Extracting files 111 Update instructions 111 Appendix C Standards compliance 113 Safety Operating conditions for Canada 113 Repairs in Canada 113 Electromagnetic interference EMI 114 FCC Part 15 114 Canada Class B warning 115 R TTE EU 115 Electromagnetic compatibility EMC 115 R TTE EU 115 IPoS 115 Acronyms and abbreviations 117 Index 119 ...

Страница 7: ...t in personal injury or in some cases death as explained below Each of these signal words indicates the severity of the potential hazard DANGER indicates a potentially hazardous situation which if not avoided will result in death or serious injury WARNING indicates a potentially hazardous situation which if not avoided could result in death or serious injury CAUTION indicates a potentially hazardo...

Страница 8: ... signal word label Other symbols may appear next to DANGER WARNING or CAUTION to indicate a specific type of hazard for example fire or electric shock If other hazard symbols are used in this document they are identified in this section Additional symbols This document uses the following hazard symbols Indicates a safety message that concerns a potential electric shock hazard Indicates a safety me...

Страница 9: ...net service or both to a host typically a computer or to multiple hosts on a wired Ethernet or wireless LAN The modem has an Ethernet port so it can be connected to a computer or LAN The HN9260 can be used in either a Ka band or Ku band bent pipe satellite network This installation guide includes instructions for both Ka band and Ku band installations Figure 1 HN9260 satellite modem ...

Страница 10: ...de is intended to be used by professional installers It may also be useful for Trainers who train installers Call center operators who respond to customers calls Satellite modem specifications Table 1 Specifications for the HN9260 satellite modem Weight 1 6 lb 0 73 kg Height 8 0 inches 20 3 cm Width 1 6 inches 4 1 cm 2 4 inches 6 1 cm at base Depth 9 0 inches 22 9 cm Operating temperature range 41...

Страница 11: ...on site Print the Installation Reference Sheet for your installation site from your installation support web site Installation summary This guide explains how to install the HN9260 satellite modem It includes limited information about other satellite terminal components The satellite modem is the small indoor unit The satellite terminal includes the satellite modem and the antenna radio assembly a...

Страница 12: ...all equipment to be installed and required tools for the outdoor equipment Make sure the customer s computer meets the requirements listed in Computer and networking requirements on page 17 Conduct a site survey Assemble and install the antenna and radio as instructed in the antenna installation guide Installing the satellite modem Connect the transmit and receive cables Connect the modem to the i...

Страница 13: ... Check all connections for tightness Outdoors Make sure F connectors connected to the radio assembly are tightened to 20 inch lb torque Carefully follow waterproofing procedures using dielectric grease and Hughes approved weatherproof tape Power source Check AC power outlet for correct wiring Before connecting the modem power supply to the AC power source using a surge protector use an AC outlet t...

Страница 14: ...need HN9260 satellite modem Power supply provided in the shipping carton Surge protector recommended provided by the customer Cat 5 Ethernet cable sbc cfg file if you are instructed to upload it Installation Reference Sheet provided to the installer Welcome to HughesNet Quick Start Guide 1038043 0001 to give to the customer Notes sbc cfg file If needed you can download the most current sbc cfg fil...

Страница 15: ...nducting a site survey Survey the customer site to confirm that the location meets the requirements for installation of the satellite modem For complete site survey information including site requirements see the Antenna Site Preparation and Mount Installation Guide 1035678 0001 The key site survey tasks related to installation of the satellite modem are 1 Make sure there is an unobstructed line o...

Страница 16: ...you apply power to the power supply and then connect the DC power cord the satellite modem may not perform properly and could be damaged Observe the power standards and requirements of the country where it is installed If there is any reason to remove power from the satellite modem always unplug the AC power cord from the power source power outlet power strip or surge protector Do not remove the D...

Страница 17: ... is configured to support DHCP 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 Networking and Internet browser requirements Ethernet port Ethernet NIC installed on at least one computer 10 100 BaseT Ethernet cable provided A web browser such as Internet Explorer with proxy settin...

Страница 18: ...em You point the antenna as part of the modem commissioning process Only a trained professional installer should install the outdoor antenna assembly In the United States the Federal Communications Commission FCC requires professional installation and service of the antenna assembly because it transmits radio frequency RF energy The HN9260 satellite modem can be used with a 0 74 m 0 98 m 1 2 m or ...

Страница 19: ...connected must meet the grounding requirements specified in the following warning You must comply with applicable local codes and the grounding requirements in Field Service Bulletin FSB HNS Broadband Requirements for RG 6 and RG 11 IFL Cable Connectors Ground Blocks and Ground Block Location FSB_050518_01 Improper grounding can result in electric shock injury property damage and or poor modem per...

Страница 20: ...aration and Mount Installation Guide 1035678 0001 IFL cables specifications approved types maximum lengths For Ku band installations Field Service Bulletin FSB IFL Cable Approved List with lengths for DW7x00 DW60xx and DW40xx Domestic Installations FSB_60316_01 IFL cable specifications in this FSB apply to HN9260 Ka band and Ku band installations IFL cable connectors Grounding Ground blocks Field ...

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

Страница 22: ...p and sides of the modem to ensure adequate ventilation and prevent overheating Do not place the modem 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 HN9260 modem only in the upright vertical position as shown in Figure 4 Any other position could result in insuff...

Страница 23: ...modem operation is not an indication that the cables are adequately tightened 2 Make sure neither the satellite modem nor the customer s computer are connected to an Ethernet router or switch Note Do not connect any device to the satellite modem at this time except the installer laptop computer Ethernet devices may only be connected to the modem after it is installed and commissioned Connecting th...

Страница 24: ... 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 Connecting the power supply Follow the instructions in Connecting an AC DC power supply on page 24 or Connecting and assembling a DC DC power supply on page 26 Connecting an AC DC power supply The following apply to the AC DC power supplies The in...

Страница 25: ...es reversed Open ground incomplete connection Open neutral If the outlet is wired improperly notify the customer that you are not permitted to connect the system to a faulty outlet Do not proceed with the installation until a properly wired outlet is provided Connect the power supply as follows 1 Check Power supply information on page 15 to make sure you have the correct power supply 2 Connect the...

Страница 26: ...wer supply RESCUE SWITCH SAT IN SAT OUT DC IN LAN Power supply Surge protector AC power cord AC power outlet DC IN power connector Do not connect the power supply to the surge protector until you are ready to observe the LEDs for proper operation DC power cord Connecting and assembling a DC DC power supply Figure 8 shows the DC DC power supply used with the HN9260 modem Figure 8 DC DC power supply...

Страница 27: ... to the modem s rear panel and the AC power cord is connected to the power supply 1 Connect the AC power cord into the surge protector or wall outlet 2 Observe the LEDs for proper operation See LEDS on power up DC DC power supply Prerequisites The DC power cord is connected to the modem s rear panel and the input power cable is assembled and connected to the DC power source 1 Connect the input cab...

Страница 28: ...Chapter 3 Installing the satellite modem 28 1039434 0001 Revision A ...

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

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

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

Страница 32: ...ocess Once you have obtained the sbc cfg file save it on the installer laptop computer making sure to note the location where the file is saved If you do not need to upload an sbc cfg file go to Entering the antenna location on page 34 To upload the sbc cfg file 1 Open a browser on the installer laptop 2 Type http 192 168 0 1 fs registration setup html in the address bar 3 Press Enter The Satellit...

Страница 33: ...tellite modem you are installing Do not use values shown to install or configure the modem unless the instructions say to do so On some screens and in some messages you may see the word terminal or the abbreviation VSAT Both refer to the HN9260 satellite modem Screen and page are both used to refer to a set of information from your computer or satellite modem that is displayed on your computer mon...

Страница 34: ...tellite Setup menu Entering commissioning parameters To commission the satellite modem you enter parameters for the antenna location satellite and radio In some circumstances you may have to enter the antenna location and or satellite parameters manually as explained in the sections that follow Entering the antenna location Begin commissioning by entering the antenna location 1 Open a browser on t...

Страница 35: ...gistration Installer 5 If you are installing the satellite modem outside of the United States or Canada go to Entering the antenna location manual entry on page 37 Follow the steps there to manually enter the antenna location If you are installing the modem in the United States or Canada continue to the next step ...

Страница 36: ... On the Antenna Location screen enter the ZIP code of the installation location and click Next Figure 15 Antenna Location screen After you enter the ZIP code and click Next the Verification of Antenna Location screen appears Figure 16 Verification of Antenna Location screen ...

Страница 37: ...a Skip this section if you have entered a ZIP code for the antenna location 1 On the Antenna Location screen Figure 15 click the Enter Location Manually checkbox The Manual Entry of Antenna Location screen appears Figure 17 Manual Entry of Antenna Location screen 2 Enter the latitude and longitude for your location Enter latitude and longitude in degrees to the nearest tenth of a degree 3 Be sure ...

Страница 38: ...s screen 2 From the list select the satellite transponder listed on the Installation Reference Sheet then click Next Note If your satellite transponder is not listed in the drop down list you must use the manual entry method See Entering the antenna location manual entry on page 37 Note The list of satellite transponders may be updated at any time so you may see different transponders than those s...

Страница 39: ...n 3 Verify that the displayed information is correct and click Next If the parameters are not correct for the installation click Back to change the satellite transponder selection 4 If you plan to use an antenna pointing tool select DAPT OPI or N A for none from the Antenna Pointing Tool drop down list For Ka band select DAPT for Ku band a DAPT or OPI may be used 5 Click Next ...

Страница 40: ... listed in the drop down list in Figure 18 and you were not provided with an sbc cfg file Skip this section if you selected a satellite and transponder on the Satellite Parameters screen The satellite parameters are provided to you in a technical update email or other communication To enter the parameters 1 On the Satellite Parameters screen select the Enter satellite parameters manually checkbox ...

Страница 41: ...y of Satellite Parameters screen 3 Enter or select the parameters 4 If you plan to use an antenna pointing tool select DAPT OPI or N A for none from the Antenna Pointing Tool drop down list For Ka band select DAPT for Ku band a DAPT or OPI may be used 5 Click Next Note There is no verification screen when you manually enter the satellite parameters ...

Страница 42: ...s sbc cfg file Select the LNB option that matches the part number or other identifier on the installed LNB If you cannot find the LNB part number or identifier refer to the LNB illustrations in Appendix A LNB selection reference on page 109 for guidance If you are not sure which LNB option to select contact Installer Support Make sure you select the correct LNB If you select the wrong LNB the sate...

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

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

Страница 45: ...g tools and then validate pointing on the installer laptop as explained in this section The squinter blocks half the feed horn so you can measure Es No at two azimuth positions and at two elevation positions When the antenna is pointed correctly the two azimuth Es No values match and the two elevation Es No values match The DAPT displays SQF and Es No values in real time and guides you through the...

Страница 46: ...n click Display Signal Strength Figure 27 to open the DAPT Antenna Pointing Status window Figure 27 Receive Antenna Pointing screen Keep the Receive Antenna Pointing screen open until antenna pointing is complete The Validate KA Antenna Pointing checkbox is checked by default If you uncheck it not recommended pointing will not be validated ...

Страница 47: ... Take the DAPT squinter and jumper cable to the antenna location Refer to the pointing guide for other equipment you may need 3 Point the antenna as explained in Ka Band Antenna Pointing Guide for Bent Pipe Satellite Networks 1038764 0001 Important Squinter pointing is a multi step process Read and follow the pointing guide carefully Make pointing adjustments to the antenna as instructed in the an...

Страница 48: ... passed When antenna pointing including validation is complete the DAPT displays a Pointing Done message and the DAPT status window shows Current State Pointing Done 5 When pointing is complete click Close 6 Click Next on the Receive Antenna Pointing screen The KA Antenna Pointing Validation screen opens showing a summary of the squinter pointing results Figure 30 KA Antenna Pointing Validation sc...

Страница 49: ...a pointing then re test until all tests pass If you are using satellite based commissioning and all four validation tests pass click Next to continue Note The Next button shown in Figure 30 is present only if final validation is successful If any test failed only the Back and Exit buttons are present If you are following the instructions for Ka band manual commissioning and all four validation tes...

Страница 50: ...lect the correct LNB 2 Use the Signal Quality indication to peak receive pointing as instructed in the antenna installation guide Note You must peak the signal even if the antenna is locked to it When the signal is locked a check mark appears in the Perform ACP checkbox on the Receive Antenna pointing screen 3 After you have peaked the signal click Close to close the Signal Quality window Transmit...

Страница 51: ...it is optional 2 Click Next 3 On the Transmit Antenna Pointing screen click Manual to initiate the manual cross polarization test Figure 32 Initiating a manual cross polarization test Be ready to adjust the antenna For antenna adjustment instructions see the antenna installation guide Note The manual cross polarization test times out 3 to 5 minutes after you click the Manual button Therefore you m...

Страница 52: ...e modem consistently passes the manual cross polarization test 7 Click Close to close the Cross Pol Test window 8 On the Transmit Antenna Pointing screen click Automatic to initiate the ACP test 9 If the modem fails ACP re peak the transmit isolation in manual cross polarization test mode 10 If the modem passes ACP click Close to close the Cross Pol Test window Ku band pointing is now complete 11 ...

Страница 53: ...down list For U S and Canadian installations select SAN_and_PIN_Registration For installations outside of the United States and Canada select SiteID_Registration If you are unsure which server to select refer to the Installation Reference Sheet Figure 35 Selecting the registration server If necessary you can manually enter the registration server s address as follows a Select the Enter Registratio...

Страница 54: ...screen appears displaying registration status information Figure 36 Registration in Progress screen 4 Click Next on the Registration in Progress screen when prompted to do so 5 Click OK on the redirect notification message window shown here to access the registration server Figure 37 Redirect notification message ...

Страница 55: ...in a row 7 Depending on your country location and type of installation go to Registering in the United States or Canada or Registering outside the United States and Canada Registering in the United States or Canada This section applies only to installations in the United States or Canada 1 Read the INSTALLER NOTICE carefully 2 Ask the customer to scroll down to review and accept the subscriber agr...

Страница 56: ...ber SAN and PIN then click Continue Figure 39 Entering SAN and PIN 4 Follow the steps in Completing registration on page 57 Registering outside the United States and Canada This section applies only to installations outside the United States and Canada 1 Enter the customer s site ID on the registration screen Figure 40 and click Continue Figure 40 Entering a site ID ...

Страница 57: ... 57 Completing registration These instructions apply to all modem installations Follow these instructions to complete modem registration 1 On the Registration Welcome screen click Continue Figure 41 Registration Welcome screen The Registration screen appears Figure 42 Registration screen with modem identification information ...

Страница 58: ...pears briefly not shown here while the configuration parameters are downloaded Then the Registration Complete screen appears 5 Click Restart on the Registration Complete screen This restarts the satellite modem Figure 43 Registration complete restarting the modem The Terminal Reset screen appears It is not shown here 6 Click Close on the Terminal Reset screen The modem is now commissioned Manual c...

Страница 59: ...e NOC by a NOC representative to complete the manual commissioning process Entering parameters manual commissioning Follow these steps to enter the manual commissioning parameters 1 Open a web browser on the installer laptop 2 Type http 192 168 0 1 fs registration setup html in the browser address bar and press Enter The Satellite Setup menu appears Figure 44 Satellite Setup menu 3 Click VSAT Manu...

Страница 60: ...ge 4 Enter or select parameters on the Manual Commissioning page The parameters may be provided to you in the Installation Reference Sheet or in another form of communication from your installation point of contact 5 When you are finished click Save Configuration The modem saves the parameters and reboots ...

Страница 61: ...ool you will use DAPT OPI or N A none 5 Click Next Figure 46 Antenna pointing screen 6 To continue manual commissioning follow the steps in Receive antenna pointing Ka band on page 45 Ka band only Receive antenna pointing Ku band on page 49 Ku band only Transmit antenna pointing Ku band on page 50 Ku band only Software download manual commissioning Prerequisite Antenna pointing must be completed a...

Страница 62: ...Chapter 4 Commissioning the satellite modem 62 1039434 0001 Revision A ...

Страница 63: ...nter to confirm that the satellite modem is operating with the most current version of software 1 Open a web browser such as Internet Explorer 2 In the browser s address bar type www systemcontrolcenter com or 192 168 0 1 3 Press Enter The System Control Center home page appears in the browser window 4 Click the System Status link The System Status page appears Figure 47 System Status page 5 Check...

Страница 64: ...er source b If the modem is connected to a DC power source unplug the DC input cable from the modem s power supply c Wait 5 sec d Plug the power cord back into the power source e If the power source is DC plug the input cable back into the power supply Do not power cycle the satellite modem by unplugging the power cord from the modem s rear panel Doing so could result in static electricity dischar...

Страница 65: ...act information click Contact Information on the System Control Center Help page for technical assistance Printing the System Information page Help the customer print a copy of the System Control Center s System Information page which contains important information about the status of the satellite modem Explain to the user that they will need the information on this page if they ever need technic...

Страница 66: ...con used to create shortcut Installation complete If you have successfully followed all previous instructions at this point the satellite modem is installed commissioned and activated The remaining information in this installation guide is provided for reference or troubleshooting purposes You may or may not need it Once the satellite modem installation is complete the customer can connect an Ethe...

Страница 67: ...e modem s LAN port Because the System Control Center web site is hosted on the modem the computer does not have to be connected to the Internet To open the System Control Center double click the System Control Center shortcut on your computer desktop or follow these steps 1 Open a web browser such as Internet Explorer 2 In the browser address bar type www systemcontrolcenter com or 192 168 0 1 and...

Страница 68: ...neral system status information such as signal strength and administrative status View Reception Information Opens the Reception Information page which displays information on data received by the satellite modem View Transmission Information Opens the Transmission Information page which displays information on data transmitted by the satellite modem Note These links take you to the same destinati...

Страница 69: ...ch includes a variety of topics such as recommended browser and TCP IP settings Contact information Opens to a page that provides contact information for assistance and additional information Restart N9260 Restarts the satellite modem myHughesNet Note myHughesNet links may or may not be present on the satellite modem depending on the country where the modem is used and the customer s service plan ...

Страница 70: ...the page identified by the label The System Status button link is also a status indicator as explained in Table 5 The other three button links are links only they are not indicators Figure 52 System Control Center button links The destination page for each button link is identified below Table 4 Button links on System Control Center screens Button Destination Description of destination page System...

Страница 71: ...eded If the System Status button is red or yellow look for a red flag next to any value or values on the System Control Center information pages those with tables listing parameters and values The red flag indicates a problem related to the parameter listed next to the flagged value If the parameter name is underlined click the parameter name to see a message that may include helpful information d...

Страница 72: ...bled is one of the following All tunnels are established green System Status button Some tunnels are established orange System Status button No tunnels are established red System Status button Links in the left panel The following links appear in the left panel of each System Control Center page except the home page Note Some of these links may not appear because they are not enabled by the NOC Ho...

Страница 73: ... all System Control Center pages For more information on the Advanced Pages see Chapter 9 Advanced pages on page 117 Need screen shot for HN9260 Figure 54 Icon for accessing the Advanced Pages Status and information screens Several of the System Control Center screens list status and operational parameters and their current values in a tabular format For example the following illustration shows th...

Страница 74: ...nformation screens The parameters listed on each screen are explained in this guide in the section for each screen System Status page on page 75 Reception Information page on page 77 Transmission Information page on page 79 System Information page on page 81 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 th...

Страница 75: ...res in the satellite modem user guide that do not appear on their System Control Center screens This is because some features may be enabled or disabled by the NOC depending on the customer s service plan or customer specific requirements If a feature is not enabled the screen or screens for that feature or links to it do not appear Features that may be enabled or disabled by the NOC are Web Accel...

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

Страница 77: ...improves the modem s performance This field is present only if the NOC operator has enabled Web Acceleration on the satellite modem Diagnostics Code If you need technical assistance this code may be useful to Installer Support Fair Access Policy Threshold Exceeded Indicates if a subscriber has exceeded the limit for downloads established by the subscriber s service plan Subscribers who exceed the ...

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

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

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

Страница 81: ...ation link next to the TxCode to see more information Figure 63 List of TxCodes not all codes are shown System Information page The System Information page shown in Figure 64 provides system information for the satellite modem such as Site ID and the release number of the modem s operational software Figure 64 System Info page ...

Страница 82: ...ss The default modem address is 192 168 0 1 A different modem address can be configured Lan1 Subnet Mask Range of addresses available to the satellite modem Lan1 MAC Address MAC address for the satellite modem Lan2 IP Address Address available for a second LAN connection LAN2 Subnet Mask Subnet mask range of available addresses available for a second LAN connection LAN2 MAC Address MAC address a s...

Страница 83: ...page System Control Center tools for troubleshooting The System Control Center includes screens that are useful for troubleshooting For details see Troubleshooting common problems on page 91 Confirming NOC connectivity on page 96 Viewing problem related statistics on page 107 ...

Страница 84: ...Chapter 6 System control center 84 1039434 0001 Revision A ...

Страница 85: ...e LEDs provide information about the satellite modem s operating status Front panel LEDs The satellite modem has five LEDs on the front panel as shown in Figure 66 By their appearance on off blinking or flashing the LEDs indicate the modem s operating status All are blue when lit The front panel LEDs are all blue when lit Figure 66 Front panel LEDs on the HN9260 modem ...

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

Страница 87: ...status Port is receiving data ON BLINKING OFF Port is connected to a powered on device No link established Green indicates link speed 100BaseT mode ON OFF Connected to a 100 Mbps network Connected to a 10 Mbps network 10BaseT mode Using LEDs for troubleshooting For information on using the satellite modem s LEDs for troubleshooting see Using the front panel LEDs for troubleshooting on page 101 Usi...

Страница 88: ...Chapter 7 LEDs 88 1039434 0001 Revision A ...

Страница 89: ...Support Other sections in this guide that contain troubleshooting information are listed below For explanation of red flags on System Control Center screens see Red flag indicator on page 74 The Advanced Pages contain diagnostic and other information that may help in troubleshooting See Chapter 9 Advanced pages on page 117 In addition the HN9260 satellite modem provides its own online Help which i...

Страница 90: ...s you to power cycle the modem you should remove and then re apply power If the satellite modem uses an AC DC power supply disconnect the AC power cord from the power source power strip wall outlet or surge protector If the satellite modem uses a DC DC power supply disconnect the DC input cable connector from the modem s power supply In either case AC DC or DC DC do not unplug the power cord from ...

Страница 91: ...nter but you cannot access the Internet you may be able to resolve the problem by performing some or all of the following troubleshooting procedures Confirming that the satellite modem is commissioned on page 92 Confirming the receive signal on page 93 Confirming the transmit signal on page 93 Confirming that TCP Acceleration is operational on page 94 Confirming that Web Acceleration is operationa...

Страница 92: ...2 168 0 1 3 Press Enter The System Control Center home page opens Confirming that the satellite modem is commissioned To confirm that the modem is commissioned 1 At the System Control Center click the System Info link The System Information page appears Figure 69 System Info page Note The System Info page for your installation may show different fields and values 2 In the HN9260 section check the ...

Страница 93: ...nsmit signal on page 93 If any other RxCode appears the modem is not receiving signals properly Click the RxCode and follow the troubleshooting procedure that appears Click the RxCode for explanation of the problem and or troubleshooting information Figure 70 Reception Info page Confirming the transmit signal To confirm that the modem is properly transmitting signals to the satellite 1 At the Syst...

Страница 94: ...de shown is an example Confirming that TCP Acceleration is operational TCP Acceleration is a proprietary Hughes protocol that optimizes performance for TCP IP based applications including faster downloads over satellite To determine if TCP acceleration is operational 1 At the System Control Center click the System Status link The System Status page appears Figure 72 Confirming that TCP Acceleratio...

Страница 95: ... the Ethernet device according to the device documentation 6 If TCP Acceleration is still disabled restart the computer 7 Check the TCP Acceleration Status field again If TCP Acceleration is enabled but you still cannot access the Internet go to Confirming that Web Acceleration is operational on page 95 If TCP Acceleration is still disabled contact Installer Support for assistance Note TCP Acceler...

Страница 96: ...art the modem a Go to the System Control Center home page b In the Help section click Restart HN9260 6 If Web acceleration is still disabled power cycle the modem a Unplug the power cord from the power source b If the modem is connected to a DC power source unplug the DC input cable from the satellite modem s power supply c Wait 10 sec d Plug the power cord back into the power source e If the powe...

Страница 97: ...ctivity Test results page 3 If the connectivity test succeeds but you still cannot access the Internet follow these steps to ping the modem address from your computer For more information on the ping test see Verifying the Ethernet connection on page 30 a At the System Control Center click the System Info link The System Information page appears b Record the modem address listed in the HN9260 Info...

Страница 98: ... make sure it is the same as the satellite modem s IP address LAN1 IP Address 2 Ping the modem address from your computer For information on the ping test see Verifying the Ethernet connection on page 30 3 If the ping test fails restart the satellite modem a Go to the System Control Center home page b In the Help section click Restart HN9260 4 If restart does not correct the problem power cycle th...

Страница 99: ... on your computer The steps may vary slightly based on your computer s operating system 1 On the Windows task bar click Start Run 2 In the Run window type command 3 Click OK 4 Type ipconfig all and press Enter 5 Locate the DNS addresses in the DNS Servers field 6 For customers who have their own NOC verify that the customer specific DNS address appears in the DNS Servers field 7 Close the Command ...

Страница 100: ...here is no LED activity there could be a problem with the connection or NIC If the System Control Center does not appear repeat these steps If it still does not appear contact Installer Support Satellite modem connected to an Ethernet device If the satellite modem is connected to an Ethernet device such as a router or a wireless base station follow these steps 1 Disconnect the Ethernet cable from ...

Страница 101: ...t and receive cables are securely tightened Make sure each connector is properly aligned not cross threaded Finger tight with no connector play is adequate Note The modem may operate correctly when first installed even if the transmit and receive cable connectors are not adequately tightened However problems could develop later Therefore correct operation of the satellite modem is not an indicatio...

Страница 102: ... All LEDs off If all LEDs on the front panel are off 1 Make sure all power connections are secure 2 If the AC power cord is connected to a power strip or surge protector make sure the power strip or surge protector is turned on 3 If the power connections are secure power cycle the satellite modem a Unplug the power cord from the power source b If the modem is connected to a DC power source unplug ...

Страница 103: ...check the LAN port LEDs on the back panel If the Orange LED is on and the front panel LAN LED is not contact Installer Support for assistance If both the Orange LED and the front panel LAN LED are off check all network equipment that connects the computer with the modem including the computer s Ethernet card Ethernet cable s and any switch or hub Replace one or more of the items to try to isolate ...

Страница 104: ...omer s computer that was connected to the satellite modem If the LAN LED is still off contact Installer Support Problem with a connected device If a device other than a computer is connected to the satellite modem the System Control Center is probably never accessible However you can troubleshoot based on the following LED conditions For details go to the listed page Transmit LED is off on page 10...

Страница 105: ...te modem a Unplug the power cord from the power source b If the modem is connected to a DC power source unplug the DC input cable from the modem s power supply c Wait 10 sec d Plug the power cord back into the power source e If the power source is DC plug the input cable back into the power supply Do not power cycle the satellite modem by unplugging the power cord from the modem s rear panel Doing...

Страница 106: ...ects the satellite modem with the computer including the computer s network card network cable s and switch or hub if used 2 If possible replace any of these items one at a time to try to isolate the problem 3 If the equipment seems to be OK power cycle the satellite modem a Unplug the power cord from the power source b If the modem is connected to a DC power source unplug the DC input cable from ...

Страница 107: ...e sure connectors are properly aligned not cross threaded and finger tight with no play Viewing problem related statistics Note The Detailed Problem Statistics page and link are present on your HN9260 only if they have been enabled by the NOC You can use the Detailed Problem Statistics page to view selected operational statistics recorded over a recent specific hourly time frame To view statistics...

Страница 108: ...Control Center displays the statistics you requested Note Most of the displayed statistical information is very technical and requires interpretation by a trained technician Checking for possible AC outlet problems If you are troubleshooting a problem and you have tried other steps but they have not solved the problem there could be a problem with the AC power outlet Check the outlet wiring and me...

Страница 109: ... As part of this task you select the LNB for your installation from a drop down list If you are not sure which LNB to select on the Receive LNB Selection screen Figure 22 on page 42 the illustrations in this appendix may help you identify the installed LNB and therefore which option you should select from the drop down list The list of LNBs you see depends on the how the modem is configured Figure...

Страница 110: ...Figure 78 Selection aid for Ku and LNBs Appendix A LNB selection reference 110 1039434 0001 Revision A ...

Страница 111: ... for the Fallback Updater on your installer laptop 2 Copy the ZIP file to the folder you created This file contains the Updater utility and all supporting files 3 Extract the files from the ZIP file to the same folder or to another folder It is recommended that you extract the files to a folder that will contain only the extracted files Update instructions The files extracted with the Fallback Upd...

Страница 112: ...Appendix B Updating the modem software 112 1039434 0001 Revision A ...

Страница 113: ...hat the equipment meets certain telecommunications network protective operational and safety requirements The Department does not guarantee that the equipment will operate to the user s satisfaction Before installing the equipment users should make sure they are permitted to connect to the facilities of the local telecommunications company The equipment must also be installed using an acceptable m...

Страница 114: ...res in the installation guide must be followed to ensure compliance with these regulations This is a class B product In a domestic environment this product may cause radio interference in which case the user may be required to take adequate measures FCC Part 15 This section applies to the HN9260 satellite modem Standards to which conformity is declared FCC Part 15 The modem complies with Part 15 o...

Страница 115: ...f the European Union EU The installation and maintenance procedures in the installation guide must be followed to ensure compliance with these regulations This is a class B product In a domestic environment this product may cause radio interference in which case the user may be required to take adequate measures R TTE EU This product is within the scope of the EU Radio Equipment and Telecommunicat...

Страница 116: ...Appendix C Standards compliance 116 1039434 0001 Revision A ...

Страница 117: ...CC Federal Communications Commission FSB Field Service Bulletin H http HyperText Transfer Protocol I ICES Interference Causing Equipment Standard ID Identifier IFL Inter facility link IP Internet Protocol IPSec Internet Protocol security ISP Internet service provider L LAN Local area network LED Light emitting diode LLC Limited Liability Company LNB Low noise block N NAT Network address translatio...

Страница 118: ...UT Satellite out SBC Satellite based commissioning SQF Signal quality factor T TCP Transmission Control Protocol U URL Uniform resources locator V VAC Volts alternating current VDC Volts direct current VSAT Very small aperture terminal Z ZIP Zone improvement plan U S Postal Service ...

Страница 119: ...tallation 63 Compliance with standards 113 Computer requirements 17 Confirming 63 files are up to date 63 Internet connectivity 98 modem is commissioned 92 NOC connectivity 96 receive signal 93 TCP Acceleration 94 transmit signal 93 Web Acceleration 95 Connecting 23 IFL cables to modem 23 installer laptop to satellite modem 23 modem to the customer s computer 64 transmit and receive cables 23 CSA ...

Страница 120: ...B selecting 42 Location for satellite modem 21 M Manual commissioning 58 N Networking requirements 17 N G voltage 14 measuring 14 N G voltage measuring 108 O Obtaining modem IP address 30 Opening the System Control Center 67 OPI pointing tool 39 P Parameters on System Control Center screens 73 Position for operating modem 22 Power cycling 90 Power outlet 13 requirements 15 testing 13 Power supply ...

Страница 121: ...ton colors 71 System Status page 75 Transmission Information page 79 System Information page 81 System Status button colors 71 System Status page 71 T Tests and testing See Troubleshooting Transmission Information page 79 Transmit antenna pointing Ku band 50 Transmit cable connecting 23 Transmit radio parameters 44 Transmit status 80 Troubleshooting 89 cannot access the Internet 91 cannot access t...

Страница 122: ... Index 122 1039434 0001 Revision A ...

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