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Rescue switch

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

unless you are a qualified

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

Troubleshooting common problems

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

1.

Click the

Problem Troubleshooting

link in the left panel of any System Control Center

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

Problem Troubleshooting

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

Figure 57: Problem Troubleshooting page

on

page 98).

Figure 57: Problem Troubleshooting page

2.

Click the

Start Troubleshooting

button.

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

3.

Follow the instructions on the Troubleshooting Results page.

4.

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

HN9500 Satellite Router Installation Guide

98

1037736-0001 Revision G

Troubleshooting

Chapter 11

Содержание HN9500

Страница 1: ...1037736 0001 Revision G February 26 2010 HN9500 Satellite Router Installation Guide ...

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

Страница 3: ...ional equipment 13 Use a surge protector 14 Requirements for IFL cables connectors and ground blocks 14 A hub may be required 14 Computer requirements 14 Chapter 3 Installing the satellite router 15 Operating environment 16 Ventilation and heat sources 16 Router operating position 16 Attaching or removing the pedestal base 16 Attaching the base 16 Removing the base 17 Powering up the router 17 Con...

Страница 4: ...rvice 49 Service activation prerequisites 50 Connecting the satellite router to the customer s computer 50 Activation procedure 52 Chapter 8 VADB feature setup and testing 57 Prerequisites for VADB setup and operation 58 Setting up VADB 58 Verifying VADB configuration 58 Testing the router s VADB components 59 Testing the phone line 60 Connecting the satellite router to the telephone line 60 Verif...

Страница 5: ... Information parameters 84 State codes 87 Viewing the state codes list 91 Connectivity Test page 92 Chapter 10 LEDs 93 Front panel LEDs 94 LAN port LEDs 95 Chapter 11 Troubleshooting 97 Rescue switch 98 Troubleshooting common problems 98 Cannot access the System Control Center 99 Testing connectivity to the satellite 99 VADB Router cannot connect 101 VADB VADB Connection State down 101 VADB Router...

Страница 6: ... service 112 Telephone Company changes 112 Repairs in the United States 112 Industry Canada certification 113 Electromagnetic interference EMI 113 FCC Part 15 113 Canada Class B warning 114 Operational and safety requirements for Canada 114 Repairs in Canada 114 Appendix C Acronyms used in this guide 115 HN9500 Satellite Router Installation Guide vi 1037736 0001 Revision G Contents ...

Страница 7: ...e in progress 33 Figure 21 Terminal Initialization Sequence complete 34 Figure 22 Latest values compared to target values partial screen 42 Figure 23 Validate link on System Control Center page 44 Figure 24 Installation Portal installer login screen 45 Figure 25 Installation Portal Welcome screen 46 Figure 26 Data Collection screen 46 Figure 27 Site and installer ID information 47 Figure 28 OVT sc...

Страница 8: ...gure 53 Examples of state codes 88 Figure 54 Terminal Connectivity Test page 92 Figure 55 Front panel LEDs on the HN9500 router 94 Figure 56 LAN port LEDs 95 Figure 57 Problem Troubleshooting page 98 Figure 58 Satellite loopback connectivity test 99 Figure 59 Terminal Connectivity Test page 100 Figure 60 Connectivity Test results page 100 Figure 61 Icon for accessing Advanced Pages 104 Figure 62 A...

Страница 9: ...n links on System Control Center screens 69 Table 10 System Status button colors 70 Table 11 System Status parameters typical values and range 74 Table 12 Red flags on System Status page 76 Table 13 Reception Information parameters typical values and range 78 Table 14 Red flags on Reception Information page 79 Table 15 Transmission Information parameters typical values and range 81 Table 16 Termin...

Страница 10: ......

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

Страница 12: ...re identified in this section Additional symbols This document uses the following hazard symbols Indicates a safety alert message that concerns a potential electric shock hazard Indicates a safety alert message that concerns a potential fire hazard HN9500 Satellite Router Installation Guide xii 1037736 0001 Revision G ...

Страница 13: ...mation concerning operation of the satellite router This guide is written primarily for professional installers It may also be useful for Trainers who train installers Call center operators who respond to customers calls This guide is written for satellite router installations in the United States and Canada xiii HN9500 Satellite Router Installation Guide 1037736 0001 Revision G ...

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Страница 15: ...et connection However the router must be connected to a properly aligned satellite antenna The router has two Ethernet ports so it can be connected to one or two Ethernet LANs if desired Figure 1 HN9500 satellite router Note Acronyms used in this installation guide are identified in Acronyms used in this guide on page 115 An internal modem with telephone jack supports an optional backup feature kn...

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

Страница 17: ...ation on page 4 shows a private network using two satellite routers at two locations The thick broken line shows how the network connects a PC POS or credit device at one location to a PC at a second location This configuration requires two antennas one at each location The Hughes Internet Gateway connection is optional and is based upon a network design for a customer private network 3 HN9500 Sat...

Страница 18: ...7 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 operating humidity range Up to 10 000 ft Safe altitude Convection Cooling method TCP IP Protocol support Two Ethernet ports supporting 10BaseT or 100BaseT operation RJ 45 switched Telephone line port Interface ports HN9500 Satellite Router...

Страница 19: ...See Power supply information on page 12 Power supplies and power requirements 5 HN9500 Satellite Router Installation Guide 1037736 0001 Revision G Chapter 1 Satellite router overview ...

Страница 20: ......

Страница 21: ...lite router you need the Installation Reference Sheet This form includes parameters you need to enter to install the router A code B code Instructions for other terminal components C code and U code which are explained later Print the Installation Reference Sheet for your specific installation from the online HughesNet Installation Portal Power supply information Primary tools and equipment needed...

Страница 22: ...l installation process which includes installation of all of the satellite terminal components A summary of the overall terminal installation process is presented in Figure 6 Satellite router installation summary on page 9 This diagram focuses on tasks performed by the installer to install the satellite router Details for router installation tasks are included in the sections that follow HN9500 Sa...

Страница 23: ...ve a specific reason for doing them in a different order In any case make sure all steps are completed Be aware that the satellite router has to provide the azimuth elevation tilt angle and ODU polarization values before antenna pointing can be completed 9 HN9500 Satellite Router Installation Guide 1037736 0001 Revision G Chapter 2 Preparing for installation ...

Страница 24: ...nnectors connected to the radio assembly are tightened to 22 in lb torque Carefully follow waterproofing procedures using dielectric grease and Hughes approved weatherproof tape Power source Before connecting the router power supply to the AC power source using a surge protector use an AC outlet tester to verify that the power outlet is wired correctly Wiring problems may include Hot and neutral w...

Страница 25: ...stallation Portal at https dwayinstalls hns com start loginInstaller jsp If you have any problem logging in contact Hughes Installer Support Table 2 Related installation documents Where to find instructions Component or topic Antenna Site Preparation and Mount Installation Guide 1035678 0001 Safety all components Site survey Site preparation Antenna mounts IFL Field Service Bulletin FSB IFL Cable ...

Страница 26: ... supply to a three wire grounded outlet with an input of 110 130 VAC A suitable surge protector is recommended to protect the satellite router from possible damage due to power surges If the satellite router is installed outside the United States or Canada observe the power standards and requirements of the country where it is installed Table 3 Power supply specifications for the HN9500 satellite ...

Страница 27: ...staller through the antenna pointing process and displays pointing values Squinter A tool used to fine point the antenna by capturing the satellite signal from different portions of the antenna reflector surface The squinter type depends on the radio assembly to be installed as explained in the Ka Band Antenna Pointing Guide 1037663 0001 GPS receiver The GPS receiver must give readings accurate to...

Страница 28: ...the hub or other network device Computer requirements The laptop computer you use to install the satellite router and the customer s computer that will be connected to the router should meet the minimum requirements specified by the computer operating system manufacturer and the following networking and browser requirements Note The satellite router can be used with a Mac computer that meets these...

Страница 29: ...ctivation Typically the satellite router is installed as part of a new satellite terminal installation Under some circumstances a router may have to be re installed Note In some cases re installation may correct a specific service problem Re installation should only be done by a qualified installer or service technician or someone under specific direction by Hughes Customer Care The installation s...

Страница 30: ...ack To avoid overheating and possible malfunction do not operate the router in a horizontal position unless it is mounted in a rack When the router is in the correct position for rack mounting the model name HN9500 on the front panel and the labels LAN and SAT IN on the rear panel are all right side up Attaching or removing the pedestal base This section explains how to attach or remove the HN9500...

Страница 31: ...red correctly Wiring problems may include Hot and neutral wires reversed Neutral and ground wires 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 2 Connect the DC power cord to the router s D...

Страница 32: ... you can perform the required installation procedures you connect your installer laptop computer to the router After the router is installed and registered with the satellite network you connect the router to the customer s computer or other device During router installation the installer laptop computer must be directly connected to the router without any intervening connection Connect the instal...

Страница 33: ...between the satellite router and the NOCC After powering up the router the installer enters required parameters Then before installation can continue the installer must accurately point the antenna Enter information about the site satellite antenna and radio as explained in this section Enter the values shown on the Installation Reference Sheet Be sure to enter the information correctly or you may...

Страница 34: ...ide are viewed with a browser such as Internet Explorer However in this guide usually the browser is not shown for example toolbars and outside edges are not shown Also most screen illustrations show only the relevant part of the screen On some screens and in some messages you may see the word terminal or the abbreviation ST Both refer to the satellite router 3 Click the small icon indicated by th...

Страница 35: ...le Figure 13 Installation Parameters screen 4 For each of the following parameters select the value listed on the Installation Reference Sheet Terminal site name Note that this field is case sensitive A code Satellite orbital location Select the value 0949505 which corresponds to the orbital location 94 950 W B code Antenna size The B code and C code values are used to ensure that the satellite ro...

Страница 36: ...longitude are entered The router s installation software uses the site latitude and longitude to determine the uplink and downlink cells to which the router will be assigned and the uplink polarization setting on the radio assembly LHCP or RHCP You must enter the latitude and longitude in the format shown in Figure 14 Fields where latitude and longitude are entered on page 22 Latitude DD MM MMM Lo...

Страница 37: ...s if latitude or one to three digits if longitude Table 4 Converting GPS display formats on page 23 explains how to convert from GPS display formats you might encounter to the format required by the installation software You only need to use these calculations if your GPS tool does not display latitude and longitude in the desired format DD D MM MMM The table explains how to convert the minutes po...

Страница 38: ...Control Center screens The state code indicates the current operational state of the satellite router While you are entering installation parameters but before you click Submit Installation Parameters it is normal to see state code 4 5 7 or 8 To see a list of state codes with explanation click the state code For additional information see Table 18 State codes on page 88 Note Do not change the Ante...

Страница 39: ...s searching for a beacon signal Most of the time the SQF value is 1 until the demodulator acquires the beacon signal then it is 1 7 Make a note of the values shown in the Computed Parameters area of the Terminal Pointing Info screen Azimuth Elevation Tilt angle ODU polarization setting LHCP or RHCP You will need the azimuth and elevation values to point the antenna Note When you install the antenn...

Страница 40: ......

Страница 41: ...ructions for other terminal components on page 11 The HN9500 satellite router can be used with a 0 74 m 0 98 m 1 2 m or 1 8 m two way satellite antenna Assemble and install the antenna assembly according to the antenna installation manual If you do not have the antenna installation manual find the required antenna type and model on the Installation Reference Sheet Then find the installation manual...

Страница 42: ... not shown in Figure 18 In line connection of the DAPT on page 28 3 Connect the receive IFL cable to the DAPT as shown in Figure 18 In line connection of the DAPT on page 28 Figure 18 In line connection of the DAPT For additional information on pointing and the DAPT see the Ka Band Antenna Pointing Guide 1037663 0001 4 Use a temporary cable to connect the DAPT to the LNB on the radio assembly as s...

Страница 43: ...e and mark SAT IN on the tape Wrap a piece of blue electrical tape around the transmit cable and mark SAT OUT on the tape Connecting the IFL cables to the router Connect the transmit and receive IFL cables to the satellite router 1 Connect the transmit and receive cables to the connectors on the rear panel of the router as shown in Figure 19 Connecting the transmit and receive cables on page 29 Fi...

Страница 44: ...cedure explained in the Ka Band Antenna Pointing Guide 1037663 0001 to point the antenna using the DAPT and squinter When you finish the pointing procedure a screen message on the DAPT asks if you want to store the pointing information in the satellite router If you answer yes the router exits pointing mode When the router finishes downloading the pointing information the DAPT displays a Pointing ...

Страница 45: ...r The commissioning software is only sufficient to complete commissioning steps it does not support end user data transfer capabilities The router interacts with the satellite to establish transmit timing and synchronization It interacts with the NOCC for authentication and registration and to obtain required software security keys and a preliminary configuration The NOCC notifies the NSP that the...

Страница 46: ...and progresses until the router reboots into normal operational mode Normally there is no need for intervention After you point the antenna and respond Yes on the DAPT to store the pointing information the router exits pointing mode and displays the Terminal Initialization Sequence screen on your browser Figure 20 Terminal Initialization Sequence in progress on page 33 The Terminal Initialization ...

Страница 47: ...r probes to optimize its timing and power levels Registration refers to equipment identification authentication and registration with the satellite network During configuration reconciliation the router makes sure it has the correct configuration The router also loads numerous profiles that are required for network operation Monitor the commissioning process by viewing the Terminal Initialization ...

Страница 48: ...ion on page 34 There is also a section on installation troubleshooting Troubleshooting installation problems on page 39 Unless you encounter a problem you should not need this reference or troubleshooting information and you can proceed to Activating the HughesNet service on page 49 Commissioning and installation reference information This reference section Lists the commissioning activities and c...

Страница 49: ...tude and longitude on the Installation Parameters screen Waiting for System Information Downloading beginning Commissioning Software Download Completed Please wait for next broadcast of Software in number mins Uplink signal acquisition failed Ack attempt number Attempting Probing attempt number Acquiring Signal Acquired Satellite Uplink Signal Probing failed attempt number Probing Failed Downlink ...

Страница 50: ...on registration error messages it does not include all possible registration error messages Note If you see Registration Failed with no additional error information the router will try to register again after a short time Table 6 Reasons for registration errors and corrective actions Corrective action Reason Error message Last Fail Reasons reason for the last registration failure Repoint the anten...

Страница 51: ...outer is included in a group of routers that are barred from service Group Barred Call Installer Support with site name to resolve the issue The satellite router is barred from service Individually Barred No action is required Registration service will be enabled when maintenance is complete Registration services are not available because internal maintenance is underway Registration Services Disa...

Страница 52: ...d Checks are disabled Disabled Tx Allowed Tx Prevented ECL State Tx Allowed Router is not being restricted by ECL Tx Prevented Router is being restricted for short periods of time in seconds and is not transmitting to the satellite Receive signal strength as measured by the router 0 255 Rx Signal Strength SQF Uplink cell in the system where the router is currently installed 1 112 Uplink Cell ID Re...

Страница 53: ...e satellite from the time the router was powered on number Packets Sent to Satellite Polarization in which the downlink signal from the satellite is being received This is not the same as ODU polarization RHCP LHCP Downlink Polarization Receive signal strength with squinter in azimuth 2 position during antenna pointing 0 255 SQF at azimuth 2 position Receive signal strength without the squinter on...

Страница 54: ...restriction or NOCC problem State code is 32 Barred 33 Suspended 34 Maintenance or 35 Out of Service Messages on Terminal Initialization Sequence screen Wait If the message remains after 2 minutes call Installer Support Router has not received security keys Access Keys Synchronization message Security Keys Not Valid Wait Within 2 minutes the router should automatically retry registration Message l...

Страница 55: ...registration but before the customer activates the HughesNet service The OVT helps you obtain the best possible performance for a newly installed site by comparing current measured values from the site with target values Before using the OVT you must first complete the installation to the best of your ability The OVT is automated but it does require certain inputs from the installer Online instruc...

Страница 56: ...he site met the target values and you obtained the sign off code validation is complete If any target values were not met as indicated by a red difference value continue Figure 22 Latest values compared to target values partial screen 5 If target values are not met follow the recommended actions displayed by the OVT Examples of recommended actions are Check line of sight to the satellite or Replac...

Страница 57: ... OVT unless you remove the link local address or configure 192 168 0 2 as an additional private IP address Make sure DHCP is enabled on the laptop unless you use the 192 168 0 2 private address option For detailed address configuration information see Configuring the installer laptop IP address on page 107 If for any reason you cannot access or use the OVT call Hughes Installer Support To access a...

Страница 58: ...er is not shown for example toolbars and outside edges Also most screen illustrations show only the relevant part of the screen 3 Click Validate The HughesNet Installation Portal installer login screen opens as shown in Figure 24 Installation Portal installer login screen on page 45 HN9500 Satellite Router Installation Guide 44 1037736 0001 Revision G Validating the installation Chapter 6 ...

Страница 59: ...ler Support Note Do not use the Installer IDs shown in the screen illustrations in this guide These Installer IDs are used for illustration only they are not real Installer IDs When you successfully log in to the Portal the Welcome screen shown in Figure 25 Installation Portal Welcome screen on page 46 appears 45 HN9500 Satellite Router Installation Guide 1037736 0001 Revision G Chapter 6 Validati...

Страница 60: ...our browser displays the screen shown in Figure 26 Data Collection screen on page 46 Figure 26 Data Collection screen 6 Enter the SAN and service order number FSO from the Installation Reference Sheet top of the first page 7 Click Launch HN9500 Satellite Router Installation Guide 46 1037736 0001 Revision G Validating the installation Chapter 6 ...

Страница 61: ... Determines whether the site is Ka band or Ku band and presents the appropriate OVT software Displays a new screen showing the latest recorded performance parameter values Latest Values target values and for each parameter the difference between the latest values and the target values These data are the basis for the validation process Figure 28 OVT screen comparing latest and target values on pag...

Страница 62: ... target values For detailed information about the OVT see the Installer s Guide to the Ka Band Onsite Validation Tool OVT 1038091 0001 HN9500 Satellite Router Installation Guide 48 1037736 0001 Revision G Validating the installation Chapter 6 ...

Страница 63: ...customer s computer and then activates the HughesNet service Topics Service activation prerequisites Connecting the satellite router to the customer s computer You are guided through the activation process by instructions and prompts displayed on the computer that is connected to the satellite router Activation procedure 49 HN9500 Satellite Router Installation Guide 1037736 0001 Revision G ...

Страница 64: ...uter is ready for activation and then connect the router to the customer s computer 1 From the Terminal Initialization Sequence screen Figure 29 Terminal Initialization Sequence screen top part on page 50 or other Advanced Pages screen click the Home link in the upper right corner to open the screen that contains the Activate link Figure 29 Terminal Initialization Sequence screen top part The Syst...

Страница 65: ...ter The Ethernet cable is already connected to either of the two LAN ports on the rear panel of the satellite router b Connect the Ethernet cable to the LAN port on the PC or other device as shown in Figure 31 Connecting Ethernet cable to customer s computer or other device on page 52 Note If the customer wants to connect the router to a router the router cannot be connected until activation is co...

Страница 66: ...s bar then press Enter The System Control Center home page appears showing the Activate link below the HN9500 System Control Center screen title See Figure 32 Activate link on the System Control Center home page on page 53 The Activate link appears only on a new installation when the router is ready to be activated after commissioning is complete The Activate link is not present after activation i...

Страница 67: ...outer Make sure a separate router is not connected between the router and the PC 2 Before proceeding to the next step make sure at least 5 minutes have passed since the Terminal Initialization Sequence screen showed Installation Complete This allows the router to complete its final configuration 3 Click the Activate link The SAN and PIN entry page appears 53 HN9500 Satellite Router Installation Gu...

Страница 68: ... click Yes to accept the certificate and continue 4 Enter the SAN and PIN if applicable in their respective fields and click Continue The SAN or SAN and PIN are provided on the Installation Reference Sheet After the SAN or SAN and PIN information is entered and validated a welcome screen appears Figure 34 Welcome screen on page 54 Figure 34 Welcome screen HN9500 Satellite Router Installation Guide...

Страница 69: ...he satellite router s System Control Center enable DHCP on the installer laptop and type www systemcontrolcenter com or 192 168 0 1 on the browser then press Enter To use 192 168 0 1 the satellite router must be using a service plan with private IP addressing and DHCP must be enabled on the computer At this point installation and activation of the satellite router are complete unless the customer ...

Страница 70: ......

Страница 71: ...pports VADB by VADB troubleshooting providing a telephone line backup link to the Internet Check the Installation Reference Sheet to determine if the customer ordered the VADB option If so you must set up the satellite router for VADB and verify that it works VADB automatically switches the HN9500 to the terrestrial dialup telephone network with minimal interruption and loss of customer traffic VA...

Страница 72: ...ctivated Setting up VADB Setting up VADB setup consists of the following tasks Verify that the satellite router is configured for VADB Test the satellite router s VADB components Test the telephone line Connect the satellite router to the telephone line Verify VADB functionality Verifying VADB configuration After installing and commissioning the router verify that the router is configured for VADB...

Страница 73: ...VADB components Before connecting the satellite router s phone line port to the phone line test the router s VADB components and circuitry 1 On the installer laptop launch a web browser and go to the Advanced Pages If you do not know how to go to the Advanced Pages see Accessing the Advanced Pages on page 104 2 In the Advanced Menu in the left panel of the Advanced Configuration and Statistics scr...

Страница 74: ...known phone number to make sure the phone line is active Connecting the satellite router to the telephone line To support VADB connect the HN9500 to a telephone line jack as follows 1 Connect one end of an RJ 11 telephone cable to the telephone line port on the back of the HN9500 satellite router Note The telephone line port is indicated by a telephone icon 2 Connect the other end of the cable to ...

Страница 75: ...o to the Advanced Pages If you do not know how to go to the Advanced Pages see Accessing the Advanced Pages on page 104 3 In the Advanced Menu in the left panel of the Advanced Configuration and Statistics screen click Vadb Start Manual VADB Note The menu entry Start Manual VADB is the command to start VADB it forces the router to activate the VADB link The router displays the VADB Manual Start Re...

Страница 76: ...that a VADB connection is active a On the Advanced menu click Vadb VADB Client Status This opens the VADB Client Status Result screen b Check the User Data Path parameter VADB indicates that the router is in VADB mode c Check the VADB Connection State parameter Up indicates that a VADB connection is active You can also find additional details about VADB status on the VADB Client Status Result scre...

Страница 77: ...it was manually or automatically initiated After that the router automatically selects VADB or air satellite operation according to the router s configuration VADB troubleshooting If you experience any problems while installing VADB refer to the VADB troubleshooting sections in Troubleshooting on page 97 63 HN9500 Satellite Router Installation Guide 1037736 0001 Revision G Chapter 8 VADB feature s...

Страница 78: ......

Страница 79: ...h a web browser on the computer that is connected to the satellite router 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 router does not seem to be functioning properly Common features on System Control Center screens System Status page Reception Information page Transmission Informat...

Страница 80: ...igure 40 System Control Center home page on page 67 If you are unable to access the System Control Center refer to Cannot access the System Control Center on page 99 System Control Center home page The System Control Center home page contains numerous links to satellite router features and important information regarding operation of the satellite router The button links at the top of the page app...

Страница 81: ...erminal Status Opens the Terminal Status page which displays detailed information about the operational status of the satellite router such as interface packet counts and acceleration statistics View System Information Opens the System Information page which displays information such as router identification information and IP address information Note These links take you to the same destinations ...

Страница 82: ...rmation Access to the HughesNet portal is determined by the service plan purchased by the customer From the HughesNet portal you can click the HughesNet Customer Care link to access a wide variety of support resources For example you can check online usage test satellite speed find troubleshooting scripts manage passwords access email check your account and service plan information and more The sp...

Страница 83: ...stem Status page System Status Displays statistics about received data and receive connection status For more information see Reception Information page on page 77 Reception Information page Reception Info Displays statistics about the transmitted data and transmit connection status For more information see Transmission Information page on page 80 Transmission Information page Transmission Info Di...

Страница 84: ... service plan has no download limit Not all IPSec sessions are functioning As a result data will not flow between some destinations There is an operational problem The router cannot access the satellite network Red If the System Status button is red or yellow you can look for a red flag next to any value or values on the System Control Center information pages those with tables listing parameters ...

Страница 85: ...lems on page 98 Download Allowance Status Opens the Download Allowance Status screen which shows how much remains of the daily download allowance Note This link does not apply if the subscriber s service plan has no download limit Help Opens the Help page Refer to the Help page which includes a variety of topics such as getting started and recommended browser settings Small icon on System Control ...

Страница 86: ...e hidden by other windows in this case minimize other open windows Count values such a count of errors or packets received may start at or revert to zero when they reach a maximum number or if the router is restarted State codes on status and information screens A state code is a number that indicates the operational state of the satellite router State codes are displayed with an explanation in wo...

Страница 87: ...oubleshooting information For detailed troubleshooting information concerning red flag indicators see Red flags on System Status page on page 76 Red flags on Reception Information page on page 79 Red flags on Transmission Information page on page 81 In these three sections you can find the probable cause and possible solution for a red flag next to a specific parameter System Status page The Syste...

Страница 88: ...table lists typical values and the range of values for parameters on the System Status page This information may help you understand the values displayed by a customer s satellite router To see the definition of any parameter click the parameter name on the screen Table 11 System Status parameters typical values and range Range of values Typical values Parameter Satellite Interface parameter categ...

Страница 89: ...s fully functional Down The router is not functional Up Summary Operational State Startup The router is being commissioned In progress Download in progress All files are up to date All files are up to date Software Download Status In Service Out of Service In Service Desired State Maintenance Unknown Suspended Not Suspended Not Suspended Suspension State Terminal Individually Barred The router can...

Страница 90: ...ached AGW Attach State Unattached Red flags on System Status page A red flag next to a value on the System Status page indicates a problem related to the parameter listed in the same row where the flagged value appears For explanation find the flagged parameter in this table If a state code is displayed next to the parameter refer to State codes on page 87 to identify the probable cause and possib...

Страница 91: ...s under maintenance Call Installer Support with site name to resolve the issue Router is suspended by the NOCC Suspension State Call Installer Support with site name to resolve the issue Router has been barred individually or as part of a group by the NOCC Barred State Wait to see if the flag goes away If it does not call Installer Support with site name to resolve the issue Router has not acquire...

Страница 92: ...s The following table lists typical values and the range of values for parameters on the Reception Information page This information may help you understand the values displayed by a customer s satellite router To see the definition of any parameter click the parameter name on the screen Table 13 Reception Information parameters typical values and range Range of values Typical values Parameter Sat...

Страница 93: ...xt to the parameter refer to Table 18 State codes on page 88 identify the probable cause and possible solution Table 14 Red flags on Reception Information page Possible solutions Probable cause Flagged parameter See Table 18 State codes on page 88 Most of these problems must be corrected by a qualified installer Various causes are indicated by state codes 26 35 Receive Status There is a problem wi...

Страница 94: ...ied installer is required Antenna has been severely deflected In most cases this problem must be corrected by a qualified installer or Foreign object is blocking the antenna other professional for example a tree specialist Make sure you are using the correct power supply See Power supply information on page 12 Wrong power supply Wait for the weather to improve Average SNR is too low Severe weather...

Страница 95: ...cs parameter category Up The router is transmitting signals to the satellite Down The router is not transmitting signals to the satellite Up Transmit Status Any whole number 0 Tx Error Not applicable parameter reserved for future use OK Transmit Path Fault Traffic Statistics Transmit Any whole number 0 Total Satellite Packets Transmitted Any whole number 0 Total Satellite Packets Dropped Red flags...

Страница 96: ...various counts of messages Dial Backup Status Count of dial backup traffic if the VADB 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 router and its destination if the feature is enabled Some listed features may not be included in your service plan SSL Acceleration Statistics...

Страница 97: ...l Status parameter category Up Down Up LAN Interface Status Out of Service Maintenance Unknown Disabled Connected Disabled Dial Backup Status Connecting Disconnecting Disconnected Enabled Disabled Enabled TCP Acceleration Status Enabled Disabled Enabled Turbo Page Status Disabled Connected to Server Disabled SSL Acceleration Status Connecting to Server Disconnected from Server Enabled Disabled Ena...

Страница 98: ...ware Satellite Contains information pertaining to communication with the satellite such as antenna size transmit radio wattage and uplink transmission mode Addressing Contains addressing information such as LAN port address and subnet mask and available public IP addresses if any depending on your service plan Software Features This section lists the optional features and provides information on w...

Страница 99: ...ware Version Not applicable Characters and numbers Operational Software Version Not applicable A number Minimum Commissioning Software Version Required Satellite Not applicable A number Uplink Cell Not applicable A number Downlink Microcell RHCP LHCP Not applicable Uplink Polarization RHCP LHCP Not applicable Downlink Polarization No Conus Full Conus Not applicable Shaped Beam Types West Conus Ful...

Страница 100: ...lation Within Local Domain Not applicable An IPv4 address Static Address Mapping Within Local Domain Not applicable Not applicable Address Translation to External Domains Not applicable Not applicable Static Address Mappings to External Domains Not applicable Enabled Dynamic Address Translation to External Domains IPv6 Addressing Unassigned IPv6 address An IPv6 address LAN Port IPv6 Address Unassi...

Страница 101: ...e Enabled HTTP GET Compression Not applicable Enabled DNS Caching Not applicable Enabled Turbo Page Not applicable Disabled SSL Acceleration Not applicable Disabled DSCP Mode Not applicable Disabled VRRP Not applicable Disabled PBR Not applicable Disabled IPsec State codes A state code is a number that indicates the operational state of the satellite router Some state codes indicate an error condi...

Страница 102: ...rameters 2 Transient No action is necessary Antenna pointing is in progress coarse or fine pointing Occurs during router installation only Coarse Pointing in Progress 3 Transient No action is necessary Occurs during Auto router replacement only Router is searching for beacon Acquiring Beacon in Boot 4 Transient No action is necessary Occurs during Auto router replacement only Router is searching f...

Страница 103: ... Downlink Established in Commissioning 12 that is beacon is being tracked and transmission information packets are being received Transient No action is necessary Router is in commissioning phase and is waiting for indirect and direct management packets Waiting for MIPs in Commissioning 13 Transient No action is necessary Router is in commissioning phase Probing is in progress Occurs during instal...

Страница 104: ...beacon is being tracked and transmission information packets are being received Transient No action is necessary Router is in operational phase and is waiting for indirect and direct management packets Waiting for MIPs in Operational 23 Transient No action is necessary Router is in operational phase Profiles are being distributed to various subsystems Reconciling Profile in Operational 24 Steady s...

Страница 105: ...red from transmitting by the NOCC Possible reasons for barring include Barred 32 interference isolation uplink failure or government order Call Installer Support with site name to resolve the issue Router has been put in a suspended state by the NOCC This occurs if a customer s bill is overdue or if service is terminated Suspended 33 Call Installer Support with site name to resolve the issue Route...

Страница 106: ... Test page You can use the Connectivity Test page to test the connection between the satellite router and the satellite Instructions for the test are provided on the screen No special configuration is required Figure 54 Terminal Connectivity Test page For details about this test see Testing connectivity to the satellite on page 99 HN9500 Satellite Router Installation Guide 92 1037736 0001 Revision...

Страница 107: ... on the front panel and small LEDs on the Ethernet ports on the back of the router The LEDs provide information about the satellite router s operating status Topics Front panel LEDs LAN port LEDs 93 HN9500 Satellite Router Installation Guide 1037736 0001 Revision G ...

Страница 108: ...ED is continuously lit Blinking means the LED is usually on but intermittently turns off briefly Table 19 Front panel LED indications Corrective action Satellite router status Appearance LED The router s LAN port is connected to another network device such as the user s computer On LAN Check network connections LAN cable disconnected or other problem with the LAN configuration requires user interv...

Страница 109: ...ts power supply On blue Power Make sure the environmental temperature is within range that Router temperature is too hot If the router overheats it turns off When it cools it recovers to operational status On red the router 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 L...

Страница 110: ......

Страница 111: ...Control Center For help on troubleshooting installation problems see Troubleshooting installation problems on page 39 Testing connectivity to the satellite For explanation of state codes which appear on various screens see Table 18 State codes on page 88 VADB Router cannot connect For explanation of red flags see Red flag indicator on page 73 VADB VADB Connection State down The Advanced Pages cont...

Страница 112: ...the System Control Center home page the Problem Troubleshooting link is located below the DIAGNOSTIC UTILITIES heading The Problem Troubleshooting page opens Figure 57 Problem Troubleshooting page on page 98 Figure 57 Problem Troubleshooting page 2 Click the Start Troubleshooting button The System Control Center examines operational data and attempts to identify the problem After a short wait it d...

Страница 113: ...outer 6 If the LEDs are off make sure the Ethernet cable is securely attached to the satellite router and the customer s computer 7 If you complete the installation and you still cannot access the System Control Center contact Hughes Installer Support Testing connectivity to the satellite If you have problems connecting to the Internet you can use the Connectivity Test page to test connectivity be...

Страница 114: ...sults page appears Figure 60 Connectivity Test results page If the number of messages sent equals the number of messages received the test is successful there is good connectivity between the remote router and the satellite If the number of messages received is greater than zero but not equal to the number of messages sent you have physical connectivity to the satellite but if this test result per...

Страница 115: ... VADB is operating normally 4 If the VADB feature is still not functioning properly after completing the previous steps contact Installer Support VADB VADB Connection State down If the VADB Connection State and Dial Up Line State fields change to Down and you cannot access the Internet this is an indication that the satellite connection has been lost Troubleshoot the problem by verifying that the ...

Страница 116: ...nk is down you may need to deactivate VADB You can tell if the router is in VADB mode by looking at the Data Path parameter on the System Control Center System Status page VADB with a red flag indicates VADB mode Satellite Normal means the router is using the satellite link To deactivate VADB 1 Go to the Advanced Pages 2 Click Vadb on the Advanced Menu 3 Click Stop Manual VADB This command forces ...

Страница 117: ...cess the Advanced Pages to find specific information or to configure special features Opening the Installation sub menu Note The Advanced Pages provide access to critical configuration parameters and other functions Do not use these pages unless you are a qualified installer or other technician who thoroughly understands how the satellite router operates or unless an Installer Support representati...

Страница 118: ...ed Configuration and Statistics screen appears as shown in Figure 62 Advanced Pages example showing the Advanced menu on page 105 An alternate way to open the Advanced Pages is to type www systemcontrolcenter stlui fs advanced in the browser address bar and press Enter Figure 62 Advanced Pages example showing the Advanced menu on page 105 shows one of the many available Advanced Pages the Terminal...

Страница 119: ... selections click a menu item If you expand another menu item the previously expanded menu item collapses Opening the Installation sub menu Advanced Pages of particular interest to installers are listed in the Installation sub menu To open this sub menu click Installation 105 HN9500 Satellite Router Installation Guide 1037736 0001 Revision G Chapter 12 Advanced Pages ...

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Страница 121: ...ing a link local IP address on the installer laptop on page 108 before you install the router You have several options for configuring the IP address on your installer laptop computer as explained below The option you choose affects your ability to perform various installation tasks To enter installation parameters and subsequently monitor commissioning progress including state codes which indicat...

Страница 122: ...not be able to open the System Control Center by entering 192 168 0 1 or www systemcontrolcenter com in the browser address bar The configured link local IP address will not allow access to the typed in address A typed address will only work if you clear the link local IP address from the laptop IP configuration and enable DHCP or configure an additional static private IP address as explained in C...

Страница 123: ...tion parameters and monitor commissioning progress Configuring a second IP address on the installer laptop If you do not want to make address changes on the laptop computer during router installation you can configure a link local IP address and a second alternate private IP address Then you can access the satellite router and browse the Internet without changing the IP address settings on the lap...

Страница 124: ...aptop In the Advanced TCP IP Settings dialog the laptop addresses are listed under IP Addresses primary address first and the router addresses are listed under Default gateways Figure 64 Settings for link local and second address on the laptop Using the alternate installation address Follow these guidelines for using the 169 254 0 1 address on your installer laptop web browser Use the 169 254 0 1 ...

Страница 125: ... 68 Standards to which Conformity is declared FCC Part 68 Part 68 Compliance This equipment two way Hughes system Model Number HN9500 complies with Part 68 of the FCC rules and requirements adopted by the ACTA On the rear panel of this equipment is a label that contains among other information the product part number P N in the format XXXXXXX XXXX and an eight digit Electronic Serial Number ESN If...

Страница 126: ...will be advised of your right to file a complaint with the FCC if you believe it is necessary If phone service is discontinued and you believe it is due to the HN9500 router please contact Hughes Customer Care If you purchased your router from one of our value added resellers VARs please do not contact Hughes Contact your VAR according to the procedure supplied by them for technical support They a...

Страница 127: ...Telecommunications Company The equipment must also be installed using an acceptable method of connection In some cases the company s inside wiring associated with a single line individual service may be extended by means of a certified connector assembly telephone extension cord The customer should be aware that compliance with the above conditions might not prevent degradation of service in some ...

Страница 128: ...lled using an acceptable method of connection In some cases the company s inside wiring associated with a single line individual service may be extended by means of a certified connector assembly telephone extension cord The customer should be aware that compliance with the above conditions may not prevent degradation of service in some situations Repairs in Canada Repairs to certified equipment s...

Страница 129: ...ation Protocol DHCP Differentiated services code point DSCP Domain Name System DNS Emission Control Logic ECL European Union EU Electromagnetic Interference EMI Electronic serial number ESN European Union EU Fair access policy FAP Federal Communications Commission FCC Field service bulletin FSB Field service order FSO Global Positioning System GPS HyperText Transfer Protocol HTTP High volume uplin...

Страница 130: ...k interface card NIC Hughes Network Operations Center NOC Hughes Network Operations Control Center NOCC Network service provider NSP Outdoor unit antenna and radio assembly ODU Onsite validation tool OVT PEP Backbone Protocol PEP Performance Enhancing Proxy PBP Policy based routing PBR Personal computer PC Personal identification number PIN Point of sale device POS Point to point PTP Quality of se...

Страница 131: ...screens ST Transmission Control Protocol TCP Transmission information packet TIP TCP Transaction Multiplexing Protocol TTMP Uplink Underwriters Laboratory UL Voltage alternating current VAC Virtual Automatic Dial Backup VADB Value added reseller VAR Virtual Router Redundancy Protocol VRRP 117 HN9500 Satellite Router Installation Guide 1037736 0001 Revision G Appendix C Acronyms used in this guide ...

Страница 132: ......

Страница 133: ... display formats of GPS receivers 23 D DAPT 13 28 30 DHCP 50 55 99 Downloading times 33 E Electromagnetic interference 113 EMI standards 113 Entering installation parameters 19 Environment 4 16 Equipment needed for installation 13 Error messages 36 72 87 registration 36 state codes 72 87 F FCC Part 15 113 FCC Part 68 111 Format for entering latitude and longitude 22 Front panel LEDs 94 G Gateway I...

Страница 134: ...12 Preparing for installation 7 Private network configuration 3 Problem Troubleshooting page 98 R Reception Information page 77 Red flag indicators 73 76 79 81 Reception Information page 79 System Status page 76 Transmission Information page 81 Registration error messages 36 Related installation documentation 11 Removing the pedestal base 17 Repairs 112 United States 112 Repairs in Canada 114 Resc...

Страница 135: ...connect 101 router remains in VADB mode 102 testing the VADB phone line 60 VADB Connection State down 101 VADB loopback test 59 V VADB 57 58 59 60 61 101 102 connecting to phone line 60 Connection State down 101 description 57 loopback test 59 prerequisites 58 router cannot connect 101 router remains in VADB mode 102 setting up 58 testing the phone line 60 testing VADB components 59 verifying conf...

Страница 136: ...HN9500 Satellite Router Installation Guide 122 1037736 0001 Revision G Index ...

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