Troubleshooting guide
TurboNet
ALWAYS FIRST OPEN THE NAVIGATOR STATUS WINDOW TO FIND OUT THE PROBLEM.
ALWAYS check the DW4000 that is located at your Helpdesk, if it is showing the same, pleasE FILL OUT THE ATTACHED DW4000 PROBLEM REPORT AND E-MAIL IT TO THE EGYPTSAT HELP DESK INDICATING THE STEP OF THE TROUBLESHOOTING PROCEDURE THAT HAS FAILED.
1.No or Fluctuating Satellite Signal during commissioning
Problem: Unable to acquire satellite signal. Signal strength yellow and less than 30 or F.
Verify operation of the CHD colocated system
Verify that all cables are properly connected at adapter and LNB ends.
Determine that the line of sight is clear.
Check the weather.
Check to ensure drivers for the adapter are functioning properly.
Check adapter voltage and verify that it is within permissible limits.
Make sure length of the coaxial cables is not more than 100 feet.
Make sure the power supply is not defective.
Make sure you are pointing at the correct satellite.
Steps:
1) Check that the CHD colocated system is functioning properly. If not please fill out the attached DW4000 Problem report and e-mail it to the EGYPTSAT Help desk indicating the step of the troubleshooting procedure that has failed.
2) Check the weather with the customer.
If the weather is bad, then ask the customer to wait for the weather to clear up. This is not as „bad“ as it might sound. The Ku frequency band used by VSATs is susseptible to severe weather conditions. These conditions (very heavy rain or snow) statistically last for less than 15 minutes.
3) Check the line of sight for the dish to point the satellite has no obstructions.
4) Verify that all cables are properly connected at adapter and LNB ends. Disconnect all cables and then re-connect them.
5) Check the drivers of the adapter.
Right-click My Computer icon on your Desktop.
Left-click the Properties.
Select the Device Manager tab.
Left-click the + sign next to Network Adapters.
Select the Satellite Receiver USB or PCI device
Left-click the Properties.
On the General tab, Device Type should say Satellite Receiver (USB or PCI).
Manufacturer should be Hughes Network Systems.
No question marks should be next to the Satellite Receiver.
6) Check the voltage of the Adapter. (Only when an authorized Field Service Provider is on site*** There is a risk of short circuiting and destroying the unit)
Remove the 220VAC power cable (wall end) from the power supply
Unplug the coaxial cable from the back of the USB Device.
Insert a paper clip in the F-connector hole at the back of the USB.
Connect one end of the paper clip to the voltmeter.
Connect the other lead of the Voltmeter to the body of the F-connector.
Reconnect the 220 VAC power supply cable
Check the voltage, it should be between 17 volts dc to 22 volts dc.
7) Check the voltage at the LNB end. (Only when an authorized Field Service Provider is on site)
Remove the 220VAC power cable (wall end) from the power supply
Unplug the coaxial cable from the LNB.
Make sure that the cable is hooked up to the USB.
Reconnect the 220 VAC power supply cable
Connect the cable to the voltmeter to check the voltage reaching the LNB.
If the voltage is below 17 volts change the cable.
8) Check the length of RG6 cables is 100 feet max.
9) The DW4000 remote’s lights would turn off due to a faulty power supply. Disconnect and reconnect the DW4000’s power supply. Make sure the IRU (Indoor Receive Unit) “Ready” light is flashing.
10) Re-point the antenna using coordinates from antenna pointing: Point the antenna 5 degrees above and 5 degrees to the east of the initial positions given by the Antenna Pointing software. Slowly swing the antenna west 10degrees, and then decrease the elevation by 1degree and swing east 10degrees. Continue sweeping until you acquire a signal.
2.Modem does not connect to the registration server.
Problem: “Error: The specified port is not connected”, “cannot connect”
Check the modem is powered on and drivers installed.
Check there is dial tone by connecting removing the modem and connecting a phone to the line. Reconnect the modem.
Remove any phone line splitters or any other phone on the same line.
Try using another modem.
If your modem connects to your ISP open a Browser and check whether you are able to reach “ if this is the case please fill out the attached DW4000 Problem report and e-mail it to the EGYPTSAT Help desk indicating the step of the troubleshooting procedure that has failed.
If you cannot connect to „
Check the connection properties.
Check the telephone number.
Check the IP settings
If this is not solving the problem you need to talk to the ISP used to establish the Internet connection.
3.Unable to finish commissioning.
Problem: PC gets stuck during Websetup, the screen says “Working” but nothing happens for several minutes.
Check the modem is powered on and the connection is established.
If the screen does not evolve there could be a problem with the ACS, fill out the attached DW4000 Problem report and e-mail it to the EGYPTSAT Help desk indicating the step of the troubleshooting procedure that has failed.
4.Problem with keys/authentication during commissioning.
Problem: During Websetup, the screen displays a Red Cross next to “Keys received” or “Adapter authenticated”.
Press exit on the Websetup screen.
Run websetup as described in the end of the troubleshooting guide.. Make sure the dial-up connection was first established.
If the screen still show the same red cross there could be a problem with the keys, fill out the attached DW4000 Problem report and e-mail it to the EGYPTSAT Help desk indicating the step of the troubleshooting procedure that has failed.
5.IRU (Indoor Receive Unit) and ITU (Indoor Transmit Unit) lights turn off due to unknown cause.
In most cases, the DW4000’s lights turn off due to a faulty power supply.
Verify that there is power at the wall socket you are connecting by connectivg another device and verifying it works.
Disconnect and reconnect the DW4000’s power supply from the wall socket.
Disconnect and reconnect the power supply from the DW4000 device (while the wall socket is disconnected.
Reconnect the power supply to the wall socket.
If problem persists, replace power supply.
Replace DW4000 and power supply if changing power supply does not resolve the issue.
6.Receiver locked to the wrong network
This condition occurs when the receiver is locked to a signal but the signal ID does not match the ID that was assigned to the user during registration. This is likely due to:
The user changing the pointing configuration parameters to the wrong satellite location
The user changing the tuning frequency to one that does not match the one assigned during registration.
This condition will normally be corrected by running the WebSetup program again.
7.Receiver is not locked
This condition indicates that the IRU is unable to receive the signal from the NOC. This is also associated with a signal level less than 30.
This occurs if there is a weather outage for the user, a complete NOC outage, a miss-aligned antenna, or if the LNB is not operating correctly (either due to the connection via cable to the IRU or an LNB failure).
If the DW4000 was properly commissioned and it was working fine, check the remote that is located at your Helpdesk if this is showing the same, if so please fill out the attached DW4000 Problem report and e-mail it to the EGYPTSAT Help desk indicating the step of the troubleshooting procedure that has failed. If not, it is likely a pointing issue.
Check the weather with the customer.
If the weather is bad, then ask the customer to wait for the weather to clear up.
Check the line of sight for the dish to point the satellite has no obstructions.
Verify that all cables are properly connected at adapter and LNB ends. Disconnect all cables and then re-connect them.
Re-point the dish.
.
8.Receiver locked to an unknown network
This condition occurs when the receiver is locked to a signal and there is no network ID on that signal. This is likely due to:
The user changing the pointing configuration parameters to the wrong satellite location
The user changing the tuning frequency to one that does not match the one assigned during registration
Faulty components in the DIRECWAY NOC that send out the network ID.
If this is not a NOC issue, then this condition will normally be corrected by running the WebSetup program again.
9.Receiver is in pointing mode
This condition indicates that the user is performing antenna pointing. In this mode, the transmitter is disabled.
10.Receiver is not detecting any signal
This condition occurs when the IRU is not detecting any type of radio signal from the antenna. This could indicate that the cabling between the receiver and the antenna is faulty or that the receiver itself is faulty.
1) Verify that the IRU and ITU cables are securely connected.
2) Reset the IRU by unplugging the IRU power cord from your wall socket and then plugging the power cord back into the wall socket. This will reset the IRU and ITU.
3) Unplug the USB cable from your PC, wait a few seconds and plug it back in.
If this condition cannot be resolved by following the steps listed above, then you may need to replace the IRU.
11.The satellite transmitter is waiting for a transmit request to be processed by the Network Operations Center (Tx status 16)
This condition occurs when the system is unable to provide transmit bandwidth to a user who is attempting to go active and transmit data. This condition indicates a possible network problem.
If this problem also appears on the CHD colocated system, please fill out the attached DW4000 Problem report and e-mail it to the EGYPTSAT Help desk indicating the step of the troubleshooting procedure that has failed.
If this problem appears on a single site then take the end user through a de-commissioinig/recommissioning process.
.
12.The satellite transmitter is not receiving network control messages from the Network Operations Center (Tx status 12)
This condition indicates a NOC equipment outage on the server that controls the satellite return channel bandwidth. This problem should also be seen on the CHD colocated system and should be reported to the NOC for service recovery, please fill out the attached DW4000 Problem report and e-mail it to the EGYPTSAT Help desk indicating the step of the troubleshooting procedure that has failed.
13.The satellite transmitter is not responding to commands sent from the satellite receiver (Tx status 4)
This condition indicates that something is not operating properly in the IRU/ITU configuration. This condition could also be caused if the power supply is faulty. Perform the following actions to attempt to recover from this condition:
1) Verify that the IRU and ITU cables are securely connected.
2) Reset the IRU by unplugging the IRU power cord from your wall socket and then plugging the power cord back into the wall socket. This will reset the IRU and ITU.
3) Manually activate the ITU from the PC as follows to see if the system recovers:
3.1) Go to Start menu -> Programs -> DIRECWAY -> Utilities -> Adapter diagnostic utility
3.2) Drop down the Commands available and select “Activate ITU (Mode)”
3.3) Open the Commands menu on the top and click on “Execute”, you should get the following success message:
Log Event Time: Date/Time
Request to activate ITU was successful
4) Check again the Status window, if the problem persists unplug the USB cable from your PC, wait a few seconds and plug it back in.
If this condition cannot be resolved by following the steps listed above, then you may need to replace the power supply, IRU/ITU cable, and/or the ITU.
14.The satellite transmitter is not available because the satellite receiver software is out of date (Tx status 11)
This condition indicates that the installed software version is not recent enough to operate on the network. New software will be required from time to time due to network infrastructure and capability upgrades. The system will always support old software versions for a period of time, but may at times make old software obsolete to ensure maximum network efficiency. If this message appears, new software is required to operate your transmitter.
Make sure you are operating the latest software version. Visit the EGYPTSAT support page and download the latest version of SW. Send this SW to the end user.
.
15.The satellite transmitter has been disabled by the Network Operations Center (NOC) (Tx status 1)
This condition occurs when the transmitter is disabled. A transmitter may be disabled for short periods of time by the NOC for service troubleshooting. It may also be disabled if the user discontinues 2-way service. A persistence of this condition can only be corrected by requesting that the unit be enabled.
If the DW4000 remote was in the commissioning process, please fill out the attached DW4000 Problem report and e-mail it to the EGYPTSAT Help desk indicating the step of the troubleshooting procedure that has failed and ask them to enable the transmitter S/N as per D4 (RID).
If DW4000 remote was previously working fine, check that this site was not in any of the “De-commissioning” requests sent to HD asking for that de-commissioning.
If this is the case, and the site needs to be re-commissioned, check that the user/installer has run again the “Autocommissioning process” as per RID D4 document. When finished with this process HD please fill out the attached DW4000 Problem report and e-mail it to the EGYPTSAT Help desk indicating the step of the troubleshooting procedure that has failed and ask for an ITU enable command.
If the DW4000 remote was working fine before and was never requested to be de-commissioned, the transmitter could have lost alignment with the dish for a long period of time. All transmitter are periodically tested on the background, to ensure the accuracy of their antenna’s alignment, if the antenna was inadvertently miss-aligned, this test would fail and automatically disable your transmitter until your antenna's alignment is corrected. You typically will not be aware of this test unless it fails and your transmitter is disabled.
3.1) Check RG6 cables are properly connected to IRU and ITU.
3.2) The receive signal level should be peaked by adjusting the antenna.
3.3) Run Antenna Pointing:
Go to Start -> Program Files -> DirecPC -> Antenna Pointing,
Set manually your location, LAT/LONG, and press “NEXT”,
If the signal is above 40 in clear sky press “Exit”, if lower refer to Troubleshoot 1
3.4) Unplug the USB cable at the back of your PC, wait a few seconds and plug it back in.
3.5) Manually active the ITU from PC as follow to see if the system recovers:
3.5.1) Go to Start menu -> Programs -> DIRECWAY -> Utilities -> Adapter diagnostic utility
3.5.2) Drop down the Commands available and select “Activate ITU (Mode)”
3.5.3) Open the Commands menu on the top and click on “Execute”, you should get the following success message:
3.6) Check again the Status window, it should say “connected via satellite”
3.7) If not yet “connected via satellite”, perform a power cycle as described at the end of the troubleshooting guide.
If this problem persists, please fill out the attached DW4000 Problem report and e-mail it to the EGYPTSAT Help desk indicating the step of the troubleshooting procedure that has failed. Ask them to perform a range and enable your transmitter.
16.The satellite transmitter is locking to the receive carrier (Tx status 3)
This condition occurs during initial startup or when the receiver is locking to the receive signal. It is normal for this condition to persist for up to 15 seconds.
1) If this condition persists for more than 15 seconds, try disconnecting and reconnecting the receiver coax cable and wait 15 seconds.
2) If transmitter stays in the same status, perform a power cycle as described at the end of the troubleshooting guide
If the situation still persists, then the ITU may need to be replaced.
17.The satellite transmitter is not present or not connected to the receiver (Tx status 0)
This condition indicates that the user has not installed a two-way system or that the system is not properly functioning. During normal operation, this condition could exist for up to 10 second.
1) If an ITU is present on the system and this message appears, then check the LEDs on the ITU. If neither is flashing, check the following:
1.1) IRU-ITU cable not properly connected to the IRU or ITU.
1.2) The ITU is not receiving power from the IRU or cannot establish a communication link with the IRU. Check that the cable is properly connected and secured, also check Power supply, try a different power supply.
1.3) ITU/IRU version mismatch - If operating with software versions prior to 4.0.0.40, then the ITU version must be less than or equal to 2 or 3. To determine the ITU version:
1.3.1) Go to Start menu -> Programs -> DIRECWAY -> Utilities -> Adapter diagnostic utility
1.3.2) Drop down the Commands available and select “Get System status”, almost at the end you can see the ITU version next to the keyword “Pisces”