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Chapter

5

Troubleshooting

If you encounter a problem with the satellite modem, refer to the relevant
troubleshooting procedure or procedures in the sections that follow. If you cannot
correct the problem, contact Hughes Customer Care.

Topics:

•

Cannot Access the System
Control Center

For support options and contact information, see

Contact Information

on page

xiii.

•

Testing connectivity to the
satellite

Improper settings on the computer connected to the satellite modem can cause
problems. For instructions on configuring a computer to work properly with the
modem see

Computer settings

on page 37.

•

Hot cable connector

•

Checking for viruses and firewall
issues

33

Содержание HN9000

Страница 1: ...1037577 0001 Revision A March 21 2008 HN9000 Satellite Modem User Guide ...

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

Страница 3: ...e 9 Text links 9 System Control Center common features 10 Button links 11 System Status button 12 Links in left panel 13 Status and information screens 13 State codes on status and information screens 14 Red flag indicator 14 System Status page 14 Reception Information page 15 Information about selected parameters 16 Transmission Information page 16 Information about selected parameters 17 Termina...

Страница 4: ...dows 2000 to use DHCP 44 Configuring a Mac computer to use DHCP 45 Configuring a computer for a public IP address 47 Configuring Windows Vista Public IP address 47 Configuring Windows XP Public IP address 49 Configuring Windows 2000 Public IP address 51 Configuring a Macintosh Public IP address 53 Configuring proxy settings 55 Configuring Internet Explorer to not use a proxy server 55 Configuring ...

Страница 5: ... HughesNet Tools home page 26 Figure 22 Front panel LEDs on the HN9000 modem 30 Figure 23 LAN port LEDs 31 Figure 24 Satellite loopback connectivity test 34 Figure 25 Terminal Connectivity Test page 35 Figure 26 Connectivity Test results page 35 Figure 27 Example of Addressing parameters showing available private IP addresses 38 Figure 28 Example of Addressing parameters showing one available publ...

Страница 6: ...onnection Properties Windows 2000 51 Figure 48 Local Area Connection Properties Dialog Windows 2000 52 Figure 49 Internet Protocol Properties Windows 2000 52 Figure 50 Mac System Preferences menu 53 Figure 51 Mac Network screen 54 Figure 52 Select Manually from the configure drop down menu 54 Figure 53 LAN settings Internet Explorer 55 Figure 54 Proxy settings in Netscape Preferences window 56 Fig...

Страница 7: ...le 2 Power supply specifications for the HN9000 satellite modem 4 Table 3 Button links on System Control Center screens 11 Table 4 Meaning of System Status button colors 12 Table 5 State codes 20 Table 6 Front panel LED indications 30 Table 7 HN9000 standards compliance 61 vii ...

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Страница 9: ...ded will result in death or serious injury WARNING indicates a potentially hazardous situation which if not avoided could result in death or serious injury CAUTION indicates a potentially hazardous situation which if not avoided could result in minor or moderate injury The NOTICE label is used for advisory messages not related to personal injury Failure to heed a NOTICE message could result in dam...

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Страница 11: ...000 satellite modem which provides Internet access by satellite It also provides certain reference information such as the meaning of the modem s front panel LEDs The HN9000 is designed for consumers and small business users This Guide is written for users in the United States and Canada xi ...

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Страница 13: ...dem 2 Enter the web address www myhughesnet com 3 Click the HughesNet Customer Care link The HughesNet Customer Care page opens Options 1 2 and 3 below are available on this page 1 Search our Knowledge Base a In the Self help section click Knowledge Base Search b Follow the on screen instructions to find the information you need 2 Email a Customer Care representative a In the Contact Hughes sectio...

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Страница 15: ...can be connected to a computer or to an Ethernet LAN Computer requirements Figure 1 HN9000 satellite modem Note Acronyms used in this User Guide are identified in Acronyms used in this Guide on page lxv After your HN9000 satellite modem has been installed you can use a web browser on your computer to access the Internet or an intranet You can use a local area network LAN to extend Internet or intr...

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

Страница 17: ...in enterprise business environments Figure 4 Private network configuration Satellite modem specifications Table 1 Specifications for the HN9000 satellite modem 1 6 lb 0 73 kg Weight 2 4 inch 6 1 cm Width 7 8 inch 19 8 cm Height 9 0 inch 22 9 cm Depth 5 to 40º C Above 5000 ft altitude the maximum temperature is reduced by 1º C per 1000 ft Safe operating temperature range 5 to 95 non condensing Safe...

Страница 18: ...put must be 110 130 VAC A suitable surge protector is recommended to protect the satellite modem from possible damage due to power surges If the satellite modem is installed outside the United States or Canada observe the power standards and requirements of the country where it is installed Table 2 Power supply specifications for the HN9000 satellite modem Power cord Electrical requirements Applic...

Страница 19: ...verheating operate the HN9000 modem only in the upright vertical position as shown in Figure 6 HN9000 in vertical position on page 5 Computer requirements The computer that connects to the satellite modem must meet the following minimum requirements Requirements are listed by operating system All requirements are minimum requirements except those identified as recommended The satellite modem may w...

Страница 20: ...mory 128 MB Free hard disk space 150 MB Apple Mac 9 0 10 5 excludes 10 0 Processor speed 300 MHz System memory 128 MB Free hard disk space 150 MB Networking requirements Ethernet port Ethernet cable provided Ethernet NIC 10 100 Mbps configured as follows Auto negotiate DHCP enabled Obtain an IP address automatically Note The computer can be configured to use a public IP address if the HughesNet se...

Страница 21: ...ormation and online documentation through a web browser on the computer that is connected to the satellite modem Use the System Control System Control Center home page Center to find system information for configuring networks or to check system performance if the satellite modem does not seem to be functioning properly System Control Center common features System Status page Reception Information...

Страница 22: ...ystem Control Center You can create a Windows shortcut on your computer desktop for easy access to the System Control Center home page Note As part of the installation process the person who installed your satellite modem creates a shortcut to the System Control Center so there should already be a shortcut on your desktop unless it has been deleted 1 Open a web browser Note The method described he...

Страница 23: ...ich displays general system status information such as signal strength and administrative status View Reception Information Opens the Reception Information page which displays information on data received by the satellite modem View Transmission Information Opens the Transmission Information page which displays information on data transmitted by the satellite modem View Terminal Status Opens the T...

Страница 24: ...Web Portal which contains a variety of useful tools resources and information Access to the HughesNet portal is determined by your specific service plan From the HughesNet portal you can click the HughesNet Customer Care link to access a wide variety of support resources For example you can check online usage test satellite speed find troubleshooting scripts manage passwords access email check you...

Страница 25: ...e System Status and System Info buttons are always visible the remaining three buttons are visible only after the modem has been commissioned and is operational Figure 10 System Control Center button links Click the button to go to the page identified by the label The destination page for each button link is identified below Table 3 Button links on System Control Center screens Description of dest...

Страница 26: ...e Table 4 Meaning of System Status button colors Meaning Button color OK The satellite modem is operating normally Green Degraded Degraded means performance is degraded for any of the following reasons Yellow The Web Acceleration not functioning or in progress Web Acceleration may be temporarily inactive while you are browsing on a secure HTTP site https The modem is in fallback mode A number of t...

Страница 27: ...mation page The left column identifies the parameter category the middle column lists the parameters and the right column shows the current value of the parameter listed in the middle column Parameters are listed in this format on all five status and information screens which are listed below System Status page Reception Information page Transmission Information page Terminal Status page System In...

Страница 28: ...arameter listed in the same row where the flagged value appears The flagged value appears in the right column the parameter appears in the middle column The value indicates the current state of the parameter The red flag may help you or a Hughes Customer Care representative identify and troubleshoot a problem If you see a red flag click the parameter name The pop up window that appears may include...

Страница 29: ...as error messages related to satellite modem receive information Administrative States Contains information on software downloads to this satellite modem security keys and other administrative functions Reception Information page The Reception Information page shown in Figure 15 Reception Information page on page 16 displays information about data received by the satellite modem 15 Chapter 2 HN900...

Страница 30: ... parameters This section provides information for selected parameters on the Reception Information page Parameters that may be most useful for you to know about are listed Total Satellite Packets Received An increasing count of Total Satellite Packets Received indicates that your satellite modem is successfully receiving data Transmission Information page The Transmission Information page shown in...

Страница 31: ...rovides information for selected parameters on the Transmission Information page Parameters that may be most useful for you to know about are listed Total Satellite Packets Transmitted An increasing count of Total Satellite Packets Transmitted indicates that your satellite modem is successfully transmitting data Terminal Status page The Terminal Status page displays information about the operation...

Страница 32: ...f various counts of messages Dial Backup Status Count of dial backup traffic if the feature is enabled Some listed features may not be included in your service plan TCP Acceleration Statistics Counts of messages and connections used between the satellite modem and its destination if the feature is enabled Some listed features may not be included in your service plan SSL Acceleration Statistics Cou...

Страница 33: ... with your satellite modem this page may not be accessible Information on this screen may be useful to a Hughes Customer Care representative in helping you to resolve the problem The operational parameters listed on the System Information page are shown in a tabular format The first left column identifies the parameter categories Identification Contains system ID information such as Site ID instal...

Страница 34: ...tate code table modem refers to the satellite modem Table 5 State codes Corrective action Explanation State name State code Installation Boot phase Transient No action is necessary Satellite modem is starting up in boot phase Starting Up in Boot 1 Transient No action is necessary Modem has not been installed and installation parameters have not been submitted Waiting for Installation Parameters 2 ...

Страница 35: ...cessary Modem is in commissioning phase and is waiting for indirect and direct management packets Waiting for MIPs in Commissioning 13 Transient No action is necessary Modem is in commissioning phase Probing is in progress Occurs during installation only Probing in Progress 14 Occurs only during installation Modem is in commissioning phase Probing has failed Probing Failure 15 Transient No action ...

Страница 36: ...m is unable to track beacon No Beacon 27 Call your service provider to verify cabling and pointing Modem is not receiving transmission information packets from satellite No TIPs 28 Call your service provider to verify cabling and pointing Tx cable connectivity tests have failed Tx Connectivity Down 29 Rain or snow can cause this condition If it continues during clear weather Bad slots are transmis...

Страница 37: ...o view a list of state codes with an explanation of each code 1 Click the underlined state code number A pop up window appears that briefly identifies each state code If you do not see the pop up window it may be hidden by other windows if this happens minimize other open windows 2 Scroll down to see the entire list of state codes Connectivity Test page You can use the Connectivity Test page to te...

Страница 38: ...re 20 Terminal Connectivity Test page For details about this test see Testing connectivity to the satellite on page 34 24 System Control Center HN9000 Satellite Modem User Guide 1037577 0001 Rev A Chapter 2 ...

Страница 39: ...ed on your computer you can download it from HughesNet Tools home page www myhughesnet com Click the HughesNet Customer Care link click Tools and then clink the link to download HughesNet Tools HughesNet Tools Can help you solve Internet browsing problems Provides enhanced Internet security and improved performance for your computer Provides convenient access to helpful support documents and phone...

Страница 40: ...esNet Tools home page The HughesNet Tools home page includes links to several useful tools utilities and information sites Several of the tools run automatic tests when you click the link Figure 21 HughesNet Tools home page I Have a Technical Problem I Have a Technical Problem includes the following links I am Unable to Browse the Internet This tool tests your Internet connection If the test fails...

Страница 41: ...al popular email programs Security This tool takes certain steps to improve the security of your computer It scans your computer to see what security software is installed It asks you if you would like to install a trial subscription to the ZoneAlarm Security Suite Contact Support If you click the Contact Support link HughesNet Tools automatically runs tests to see if it can determine and correct ...

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Страница 43: ...e modem has a vertical row of LEDs on the front panel and small LEDs on the Ethernet port on the back of the modem The LEDs provide information about the satellite modem s operating status Topics Front panel LEDs LAN port LEDs 29 ...

Страница 44: ... on but intermittently turns off briefly Table 6 Front panel LED indications Corrective action Satellite modem status Appearance LED The modem s LAN port is connected to another network device such as your computer On LAN Check network connections Problem with the LAN configuration requires user intervention Off The modem is able to transmit On Transmit The modem is transmitting data packets to th...

Страница 45: ...e that the Modem temperature is too hot If the modem overheats it turns off When it cools it recovers to operational status On red modem is positioned vertically and that its vents are not blocked Check power connection Not receiving power Off Bold type indicates LED appearance during normal operation LAN port LEDs Green and orange LEDs on the LAN Ethernet port on the modem s rear panel indicate l...

Страница 46: ......

Страница 47: ...Care Topics Cannot Access the System Control Center For support options and contact information see Contact Information on page xiii Testing connectivity to the satellite Improper settings on the computer connected to the satellite modem can cause problems For instructions on configuring a computer to work properly with the modem see Computer settings on page 37 Hot cable connector Checking for vi...

Страница 48: ...e is LAN activity 5 Make sure the DC power cord adapter is securely attached to the satellite modem 6 If the LEDs are off make sure the Ethernet cable is securely attached to the satellite modem and the computer 7 If you still cannot access the System Control Center contact Hughes Customer Care for assistance Testing connectivity to the satellite If you have problems connecting to the Internet you...

Страница 49: ...remote modem and the satellite If the number of messages received is greater than zero but not equal to the number of messages sent you have physical connectivity to the satellite but if this test result persists you may have an access problem Typically the delay time time message is sent until it is received is approximately 1 second The screen shows the minimum average and maximum delay times fo...

Страница 50: ...tly 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 modem is not an indication that the cables are adequately tightened 5 Reapply power to the modem by plugging the power supply back into the surge protector or AC outlet A suitable surge protector is recommended to protect th...

Страница 51: ...ding the modem address and computer address Instructions are provided for Configuring a computer to use DHCP Configuring a computer to support DHCP Configuring a computer to use a public IP address Configuring a computer for a public IP address Disabling a web browser s proxy connection These procedures are explained in the sections that follow Configuring proxy settings 37 ...

Страница 52: ...on page 19 Scroll down until you see Addressing in the left column Look at the first three parameters in the Addressing field as shown in the following two examples Private IP addresses Figure Figure 27 Example of Addressing parameters showing available private IP addresses on page 38 is an example of System Information page address parameters for a satellite modem with a service plan that provide...

Страница 53: ...nections dialog 4 With the computer configured as instructed above type 169 254 0 1 in your browser address window to open the System Control Center If you click the link on the System Control Center home page for the System Information page you can read the modem s IP address in the Addressing section The LAN Port Address is the modem s IP address 5 Record the LAN Port Address and the Last Usable...

Страница 54: ... network adapters appears as shown in Figure 29 Network connections Windows Vista on page 40 The Local Area Connection NIC Card icon must appear under the LAN or High Speed Internet heading If it does not the network is not installed correctly Figure 29 Network connections Windows Vista Note If a red X appears next to the Local Area Connection icon check your connections You cannot successfully co...

Страница 55: ... the checkbox 6 Click Properties The Internet Protocol Properties dialog appears as shown in Figure 31 Internet Protocol Properties Windows Vista on page 41 Figure 31 Internet Protocol Properties Windows Vista 7 Ensure that both the Obtain an IP address automatically and Obtain DNS server address automatically options are selected 8 Click OK 9 Confirm that you have an IP address a Click Start Run ...

Страница 56: ...igure 32 Network connections Windows XP on page 42 A Local Area Connection icon must appear under the LAN or High Speed Internet heading If it does not the network is not installed correctly Figure 32 Network connections Windows XP Note If a red X appears next to the Local Area Connection icon check your connections You cannot successfully configure your system if the red X is present 3 Right clic...

Страница 57: ...Properties The Internet Protocol Properties dialog appears as shown in Figure 34 Internet Protocol Properties Windows XP on page 43 Figure 34 Internet Protocol Properties Windows XP 8 On the General tab ensure that both the Obtain an IP address automatically and Obtain DNS server address automatically options are selected If not select them 9 Click OK 10 Confirm that you have an IP address a Click...

Страница 58: ...If it does not the network is not installed correctly 3 Right click the Local Area Connection icon that represents the satellite modem network connection and select Properties as shown in Figure 35 Accessing Local Area Connection Properties Windows 2000 on page 51 Figure 35 Accessing Local Area Connection Properties Windows 2000 4 Ensure that both Client for Microsoft Networks and Internet Protoco...

Страница 59: ... 9 Click OK to close the dialog box 10 Click OK again to save the settings and close the Local Area Connection Properties dialog 11 Confirm that you have an IP address a Click Start Run b Type cmd and click OK c Type ipconfig renew and press Enter d Make sure an IP address is shown on the line that starts with IP Address Configuring a Mac computer to use DHCP This section explains how to configure...

Страница 60: ...al Area Connection Properties Windows 2000 on page 51 Figure 39 Mac Network screen 3 Ensure that the TCP IP tab is selected 4 Select Using DHCP from the Configure drop down list as shown in Figure 40 Select DHCP from the configure drop down menu on page 47 The IP Address field becomes disabled 46 Computer settings HN9000 Satellite Modem User Guide 1037577 0001 Rev A Chapter 6 ...

Страница 61: ...e System Control Center Default Gateway This is the IP address of the satellite modem You should have recorded this information in your Quick Start Guide during the registration process You can also obtain it from the System Information page of the System Control Center Note If your satellite modem is to be connected to a router you must also configure the router with the public IP address Refer t...

Страница 62: ... on page 48 Note Depending on your security settings a pop up User Account Control message may appear requesting that you confirm the action before proceeding If you see this message click Continue to proceed Figure 42 Local Area Connection Properties Windows Vista 3 Ensure that both Client for Microsoft Networks and Internet Protocol TCP IP are installed and checked as shown 4 If NetBEUI is insta...

Страница 63: ... Click OK Configuring Windows XP Public IP address Perform the following procedures to configure a computer running on Windows XP for a public IP address 1 From the Windows desktop select Start Settings Control Panel 2 Double click the Network Connections icon in the Control Panel window A list of network adapters appears A Local Area Connection icon must appear under the LAN or High Speed Interne...

Страница 64: ...ea Connection properties dialog as shown in Figure 45 Local Area Connection Properties Dialog Windows XP on page 50 Figure 45 Local Area Connection Properties Dialog Windows XP 5 If NetBEUI is installed and checked uncheck it or uninstall it 6 Highlight Internet Protocol TCP IP Be careful not to uncheck the checkbox 7 Click Properties The Internet Protocol Properties dialog appears as shown in Fig...

Страница 65: ...ures to configure a computer running on Windows 2000 for a public IP address 1 From the Windows desktop select Start Settings Control Panel 2 Double click the Network and Dialup Connections icon in the Control Panel window A list of network adapters appears A Local Area Connection icon must appear on the page If it does not the network is not installed correctly 3 Right click the Local Area Connec...

Страница 66: ...to uncheck the checkbox 7 Click Properties The Internet Protocol Properties dialog appears as shown in Figure 37 Internet Protocol Properties Windows 2000 on page 52 Figure 49 Internet Protocol Properties Windows 2000 8 On the General tab select Use the following IP address 9 Enter the IP address and Subnet mask If you do not know what public IP address or range of addresses is available for use s...

Страница 67: ...gure a Mac system for a public IP address 1 From the Mac interface select System Preferences The System Preferences menu appears as shown in Figure 50 Mac System Preferences menu on page 53 Figure 50 Mac System Preferences menu 2 Under Internet Network click the Network icon shown circled in the figure The Network screen appears as shown in Figure 51 Mac Network screen on page 54 53 Chapter 6 HN90...

Страница 68: ...nually from the configure drop down menu 5 Select the desired IP address There may be only one address available or a range of available addresses depending on your service plan For additional information see Understanding the modem address and computer address on page 38 6 Click Apply Now to close the screen and complete the configuration 54 Computer settings HN9000 Satellite Modem User Guide 103...

Страница 69: ...rnet Options 3 Select the Connections tab and click LAN settings The LAN settings dialog appears Figure 53 LAN settings Internet Explorer 4 Uncheck the check box next to Use a proxy server for your LAN 5 Click OK 6 Close Internet Explorer and re launch it to enable the changes Configuring Netscape to not use a proxy server Follow these steps to configure Netscape Navigator to not use a proxy serve...

Страница 70: ...indow 4 In the Proxies pane on the right side of the window select Direct connection to the Internet 5 Click OK 6 Close Netscape and re launch it to enable the changes 56 Computer settings HN9000 Satellite Modem User Guide 1037577 0001 Rev A Chapter 6 ...

Страница 71: ...rt and configuration contact the network hardware manufacturer and or operating system software developer Hughes is not responsible for home network management or troubleshooting Simultaneous use of high bandwidth applications by multiple users may result in speed degradation Speed and uninterrupted use of service are not guaranteed Actual speeds may vary If you connect your satellite modem to a L...

Страница 72: ...n Refer to the base station documentation for instructions Base station broadcasting ranges vary When you purchase a base station make sure its range suits your needs Ethernet wired network basics You can purchase an Ethernet hub cables and NICs at most computer supply stores This equipment is relatively inexpensive and easy to install When selecting an Ethernet hub consider the number of computer...

Страница 73: ...e the cable using a kit that can be purchased at an electronics computer or home supply store If you feel unsure about installing Ethernet cable contact a professional installer Run Ethernet cables behind walls whenever possible or secure them to floor baseboards and doorway frames Do not use staples to secure Ethernet cable Leave enough slack in the cable to accommodate possible future repair spl...

Страница 74: ......

Страница 75: ... page 61 Additional information follows the table Topics Operational and safety requirements for Canada Table 7 HN9000 standards compliance Standard Category Electromagnetic interference EMI UL60950 1 for the United States Safety standards CAN CSA C22 2 No 60950 1 for Canada FCC Part 15 for the United States Electromagnetic Interference EMI standards ICES 003 for Canada 61 ...

Страница 76: ...ations company cause to request the user to disconnect the equipment Users should ensure for their own protection that the electrical ground connections of the power utility telephone lines and internal metallic water pipe system if present are connected together This precaution may be particularly important in rural areas Users should not attempt to make electrical ground connections themselves b...

Страница 77: ...xxxx The two way Hughes system HN9000 complies with the Canadian ICES 003 Class B standard Canada Class B warning This Class B digital apparatus complies with Canadian ICES 003 Cet appareil numérique de la classe B est conforme á la norme NMB 003 du Canada 63 Chapter 8 HN9000 Satellite Modem User Guide 1037577 0001 Rev A Conformance with standards and directives ...

Страница 78: ......

Страница 79: ...rence Causing Equipment Standard ICES Identifier ID Internet Protocol IP Local area network LAN Limited Liability Company LLC Management information packet MIP Network address translation NAT Extended User Interface network transfer protocol NetBEUI Network interface card NIC Hughes Network Operations Center NOC Hughes Network Operations Control Center NOCC Outdoor Unit antenna and radio assembly ...

Страница 80: ...Transmission Control Protocol TCP Transmission information packet TIP Uplink UL Underwriters Laboratory Voltage alternating current VAC Value added reseller VAR lxvi ...

Страница 81: ... basic information 58 F FCC Part 15 62 Firewall 36 Front panel LEDs 30 G Gateway Internet 2 H Home networking 57 HughesNet Tools description 25 home page 26 launching 26 Support Library 27 utilities 27 I Internet Gateway 2 IP address 8 20 34 38 39 47 available addresses for computers and other devices 38 computer 38 DHCP 34 for opening System Control Center 8 modem 38 multiple 39 not known 39 priv...

Страница 82: ...enter button links 11 common features 10 description 7 home page 9 text links 9 links in left panel 13 System Control Center continued opening 8 parameters format 13 Reception Information page 15 shortcut 8 Shortcut for System Control Center 8 status and information screens format 13 System Information page 19 System Status button colors 12 System Status page 14 Terminal Status page 17 Transmissio...

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