Appendix B: Troubleshooting
Reference Manual for EL470 IP Satellite Modem
APPENDIX B: TROUBLESHOOTING
Consult the Reference Manual
When an alarm occurs, an alarm message appears on the display of your device
and in the alarm menu on your device. You can retrieve information on the alarm in
the alarm list in this manual. In most cases you will find a short description about
what caused the alarm and what you can do to solve this problem.
Contact support
Do not hesitate to contact our support engineers if you need help. Our "follow-the-
sun" policy ensures that you can get help at any time. Generate a diagnostics
support to enable our support engineers to help you.
Generate a Diagnostics report
In the GUI, click
Diagnostics report
.
Click
Generate Basic Diagnostics Report
.
After a few seconds the diagnostics file appears in html format.
Send the diagnostics report.
Attach a diagnostics report via the Newtec Service Desk tool:
> Browse to http://customersupport.newtec.eu
> Fill in your Username and Password
> Create a ticket
> Attach your diagnostics report to your service request in the
service desk tool via the brows button at the bottom of your
service request
As response of your request you will receive the manual from
our support team.
In case you don't have a Username and Password yet for the
Newtec Service Desk tool request a login to
[email protected]
Support case logging
At Newtec Cy N.V. we use a case tracking database to log and track all our support
cases. Each case has a unique identifier that can be used to quickly refer to that
case. Automatic escalation assures that every case receives the attention it
requires.
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