Help and Troubleshooting Information

There are several sources of help and troubleshooting information for the HughesNet two-way satellite systems and services.

The following resources are discussed in this chapter:

And, of course, your SMSN dealer is always a resource for you.

The HughesNet.com Web Sites

HughesNet maintains several web sites. Shown above is the HughesNet MyWay web site. Here are some HughesNet web sites of interest, with a brief description of each:

Customer Care Web Site

The HughesNet Customer Care web site contains lots of resources. The home page is divided into serveral areas, as follows:

  1. Register or Log in - If you’re a new custome, click here to set up your primary account for logging into this web site. You will use the login feature, to access any of the account-specific information, including, for example, managing email.
  2. Account and Billing Information - You can check billing, change billing information or check on a rebate.
  3. Announcements - Look here for anyimportant information for subscribers about outtages, security, maintenance and more.
  4. HughesNet Account - Review or change account information such as password, service plan, and so on.
  5. Webmail - This is how you can access your HughesNet email via a web browser.
  6. Self-help and Support Information - Options are provided for Knowledge Base searching, tutorials, email support, online chat support, telephone support and more.

The HughesNet User Guides

The DW6000, DW7000, and HN7000S user guides contain a great deal of information about your Direcway/HughesNet modem.

The user guides contain the following information:

The DW6000 user guide contains very similar information, plus a chapter on configuring email clients.

The Raven & Prodelin Installation Guides

This manual provides lots of good information about both of the newer metal dish assembly and also information relevant for the older dishes as well. Especially good is the section about pointing the antenna.

The following chapters are included:

Miscellaneous Modem Operations

In addition to the modem operations we already discussed, for getting you online, there are some additional functions that can help in a troubleshooting situation. There are also some things that are informational, in nature, such as speed tests, which give you an approximate download and/or upload speed. Finally, this section includes a couple of items that just didn’t fit anywhere else.

Shown above near the top is the modem’s home page, which is displayed when you go to: http://192.168.0.1 or when you click on the Home link, after you have gone to one of the other pages.

Across the top are four “ Lights ” which each provide access to related info, when you click the button, as follows:

The Advanced Page

Shown above is the DW6000/DW7000/HN7000S Advanced Configuration and Statistics page, with the Satellite Summary Statistics displayed, which includes your current signal strength.

This page is located at http://192.168.0.1/fs/advanced/advanced.html.

The links on the left side take you to many pages with various options and statistics, most of which will only be meaningful to a HughesNet technical support person. However, there are a couple that are interesting, as pointed out by the red arrows:

  • ACP Statistics - This page will tell you, among other things, why the last ACP was run (i.e., User requested, download, or other), when, in seconds, it was run, and the window, in seconds, for when the next one will be run.
  • Ranging Statistics - This page will display your rate code information. This is discussed further on the next page, with the Force Ranging command.
  • Force Ranging - This command is discussed on the next page.
  • Setup - This link takes you to the Setup page. Both the Registration - Installer and Antenna Pointing pages can be reached via this page, as well as the Config File Upload page, which is discussed later.

HN7000S Force Ranging Page

Ranging is the process by which the software in the modem talks to the satellite transponder, with the objective of establishing the proper timing for data to be sent. The timing (synchronization) is based upon the distance between you and the satellite. You will see the transmit and receive lights blink rapidly, in small bursts, as this happens. The System light will be off during ranging.

Remember that DSSatTool sets the longitude and latitude information in the modem's firmware, so that after a reboot, the modem has the correct starting point for ranging.

Sometimes synchronization with the satellite is lost or is not properly established after setup. In this case, it is necessary to establish it by ranging. Often when ranging is needed, only the top, middle and bottom modem lights will be on.

A power off/power on of the modem will usually cause ranging. Or, you can go to http://192.168.0.1/fs/advanced/advanced.html and click on Force Range and then on Start Ranging . After successful ranging, the modem will go online.

Another time you might want to force ranging is if you check the Ranging Statistics page (indicated in the previoous figure by a red arrow) and you are not getting the best rate code. Make sure your setup is the best it can be and then force ranging. There is more information about rate codes in the RVNetworking.com Direcway/HughesNet Two-way Satellite forum .

Uploading a Config File

The configuration file contains the satellite parameters for all of the currently used HughesNet satellites, at the time the configuration file was last uploaded. This file populates the drop-down Satellite Transponders menu of Registration – Installer . HughesNet adds new satellites from time to time and this file must be updated to show the new satellites in the drop-down menu.You will probably never need to upload a new configuration file, unless your modem didn’t include your own satellite assignment in the drop-down menu. However, you might want to update this file.

First, you need to save a copy of the current file, which will have a filename in the form sbcNADMMDDYY.cfg , where “MMDDYY” represents the date the file was created .

Here is how to upload the new configuration file to your HughesNet DW6000 or DW7000 modem:

  1. Go to the Setup page: http://192.168.0.1/fs/registration/setup.html and click Config File Upload . You will see the window shown on the left, above.
  2. Click Browse and navigate to where you saved the file, as shown on the right.
  3. Click Open .
  4. Click Upload .

Speed Tests

There are several web sites, which let you test the download speeds you are experiencing. None of the tests are 100% accurate and each works slightly differently. However, if you consistently use one or more of the speed tests, it will provide a relative indication of your current speed. Some of the web pages will also let you test your upload speeds.

Here are some URLs for available speed tests:

  • HughesNet - To access the HughesNet speed test, you must be connected to the Internet via your HughesNet system. Just login to http://customercare.myhughesnet.com/ and click on Satellite Speed Test , in the Resources section at the lower left. This is the only speed test that HughesNet will accept as valid, if you are reporting performance problems.
  • http://myspeed.visualware.com/ - This is Joe’s favorite speed test and the one illustrated above on the left. It tests both download and upload speeds and graphically displays the results. Just click on the button labeled Click to start MySpeed , to run a test. Click your browser’s refresh button, to run another test.
  • http://www.2wire.com/ - Click on Speed Meter at the top of the page. Click on Run Test Again , to run another test. Only the download speed is tested.
  • http://nyc.speakeasy.net/ - After the page finishes loading, just click on BEGIN THE SPEED TEST under the city closest to you, to run the test. Both download and upload speeds will be tested. This is illustrated on the previous page on the right.
  • http://www.testmy.net/ - Click on Download Speed Test or Upload Speed Test , depending on the test you want. You will then be presented with a choice of doing a SmarTest , which determines the best file size to use, or selecting one of the file sizes for the test. There is also an Express Dual Test , which tests both download and upload speeds.
  • http://promos.mcafee.com/speedometer/test_0150.asp - When this page finishes loading, you will see your download speed displayed. You can “Click Here” to test again.
  • http://cascadeaccess.com/speedtest/test.html - Just click on Start to run both a download and an upload test. After the test has completed, if you are registered on DSLReports.com, you can click on Graph, to see your results graphically displayed. There are also links to other tests.
  • http://pcpitstop.com/internet/default.asp - In addition to providing a speed test, PC Pitstop will try to help you diagnose and fix connection problems and optimize your computer’s performance. For the speed test, just click on Measure Download Speed and then Run Download Test . Or click on Measure Upload Speed and then Run Test . It will ask permission to install their utility.
  • http://performance.toast.net/ - Toast.net presents a speed test page with options for the size of the file uploaded or downloaded and the web server to use for the test. Click Upload Speed Test for the upload test. Click Run Test .

Using Two Satellite Meters

There are some mobile users who prefer to use both a digital satellite meter and an inexpensive analog meter, such as those used for finding a TV signal. The most common one has a needle that moves and it emits a tone, which increases in pitch, as the signal strength increases. It sells for about $25 and is often referred to as a “Screamer”.

The two meters are connected in series. The reason for doing this is that there is sometimes a delay associated with the OPI readings, whereas the analog readings are almost instantaneous. With a BirDog meter, there is no delay.

Online User Group Information

There are several online user groups for two-way satellite users who are RVers. They provide places for mobile users to ask questions and to provide answers, for questions posted by others. If you are having a problem and have a way to go online, check the user groups first. Many issues, especially for new users, are really old issues with known solutions. This is often the quickest approach to finding a solution. If you cannot find help online, even by posting, or if you cannot get online, then your installer and/or dealer are your next line of support.

MobileInternetSatellite.com - RVNetworking.com

The forums on the RVNetworking.com web site have networking, two-way satellite, and miscellaneous topics.

Go to http://www.mobileinternetsatellite.com/phpBB3 and click on Register, at the top. Follow the prompts to register for the forums. You will receive an email, which you should reply to and request activation of your membership.

RV2WaySat Yahoo Group

This is the original Yahoo group for RVers using two-way satellite. Please only share the email address with other RVers you have personally met and recommend.

To join this by-invitation-only group, you must have a valid Yahoo ID and you must be an RVer traveling with a two-way satellite system. By default, all messages sent to the group or posted on the web site will come in as email addressed to you. You can turn this delivery off, if you prefer to view the messages online.

To request an invitation to join this Yahoo group, ask a current member of the group to send an email with your name, email address, and your installer’s name to: RV2WaySat-owner@yahoogroups.com.

DatastormUsers.com Web Site

Don Bradner started this web site for users of the Motosat automatic two-way systems, but it has expanded to include a forum for tripod users, who are also quite welcome. It also has a very cool map, which allows your friends and family to locate your current position at any time.

Additionally, there are several utilities available for free download, which are useful to all two-way satellite dish users. The DSSatTool and PC-OPI, which were discussed earlier, were written by Don Bradner and are available on this web site. Go to http://www.datastormusers.com. There is information about the map on this page, too. Click on Discussion Forums , to register for and see these very informative bulletin boards. Click on Articles , to see information about the utilities and more.

Although Don makes his forums, map, and utilities available for everyone at no charge, donations to the web site are always appreciated and help Don run his site.

Networking Information

Your satellite connection can be shared among multiple computers. Shown above is a typical home/RV network. Networking with today’s self-hosted modems like the DW6000, DW7000, and HN7000S is pretty easy. In fact, with a wireless router such as the Linksys WRT54GL, it is literally “ Plug and Play ”.

However, you should not use it with the default configuration, because it is not secure. At the very least, you should change the following parameters:

You should also save your router’s configuration, so that if you ever have to reset your router to its default parameters, you can easily restore the configuration. The following subsections explain how to connect to a Linksys WRT54GL and change these things.

How to Connect to Your Linksys Wireless Router

Your Linksys router is manageable, using a standard web browser interface. Make sure you do NOT have a proxy set in your browser and simply enter the local IP address (192.168.1.1) into the browser address bar and hit <ENTER> . When you are prompted for a login and password, hit the <TAB> key, to go to the password field, type the password (case sensitive), and then hit <ENTER> .

How to Change the SSID and Channel on the WRT54GL:

It is sometimes necessary to move to a different frequency (channel) to avoid another source of interference. Here is how to change the SSID and channel, on the WRT54GL:

  1. Connect to the device as explained above.
  2. Click Wireless (top tab) -> Basic Wireless Settings (bottom tab).
  3. To change the SSID, just select the current SSID text in the Wireless Network Name field (i.e., linksys) and type the name you want.
  4. To change the channel, click on the drop-down menu labeled " Wireless Channel " and select the channel you want. Remember that the only three non-overlapping channels are 1, 6, and 11.
  5. Click Save Settings to save your changes.

How to Change the Administrator Password on the WRT54GL:

Here is how to change the administrator password on the WRT54GL:

  1. Connect to the device as explained above.
  2. Click Administration (top tab) -> Management (bottom tab).
  3. In the Router Password - Local Router Access section, delete the old password and enter the new password, twice.
  4. Click Save Settings to save your change.

How to Enable and Configure WEP

Here is how to enable and configure WEP:

  1. Connect to the device as explained above.
  2. Click Wireless (top tab) -> Wireless Security (bottom tab).
  3. Click on the drop-down menu labeled " Security Mode " and select WEP .
  4. Click on the drop-down menu labeled " WEP Encryption " and select 128 bits 26 hex digits .
  5. In the Key 1 text field, type 26 characters, from 0 to 9 and A to F. This will be your WEP key.

Setting the WEP key directly is recommended, because the only common denominator among Wi-Fi devices using WEP is the hexadecimal key. Many wireless clients allow you to enter a " passphrase " and generate the hexadecimal key from that. But, many do not. For example, anyone that uses Windows XP built-in wireless support cannot use a passphrase.

For this reason, I recommend setting the key on the wireless router directly in hexadecimal.

You can use the zero like the letter "O" and the letters A to F, and spell words or use numbers that are meaningful to you. For example, you could spell "badf00dbadcafe1234facef00d". Or, you could use two 10-digit phone numbers and one 6-digit date, for a total of 26 characters.

    6. Click Save Settings to save your changes.

 

How to Save the Configuration on the WRT54GL

It is occasionally necessary to completely reset wireless devices to their original " out-of-the-box " state. As long as the latest configuration has been saved, it is fairly simple to restore after the reset. Here is how to save the configuration:

  1. Connect to the device as explained above.
  2. Click Administration (top tab) -> Config Management (bottom tab).
  3. Click Backup to save the current settings.
  4. Save the file like any other file on your Windows PC hard drive, giving it a meaningful name.

How to Reset the WRT54GL

To completely reset a WRT54GL to its original "out-of-the-box" state, you need to depress the small recessed button on the back with a pen or other pointed object. Hold it in until one or more of the lights on the front blink. Then, remove power while continuing to hold the button in. After power has been removed, release the button, wait 15-20 seconds and power the device back on.

How to Restore the Configuration on the WRT54GL

  1. Connect to the device as explained above, except the password will be admin .
  2. Click Administration (top tab) -> Config Management (bottom tab).
  3. Click Browse and then browse to the file on your Windows PC hard drive and click Open .
  4. Click Restore to restore the previous settings.

How to View Network Status Information on the WRT54GL

Here is how to check your network status on the WRT54GL:

  1. Connect to the device as explained above.
  2. Click Status (top tab) -> Router , Local Network , or Wireless (bottom tab).

More Information

There are screen shots of each of the pages on the WRT54GL router, along with some additional Wi-Fi information on the RV2WaySat.com web site:

http://www.rv2waysat.com/Rally2006/Handouts/Wi-Fi-Networking.pdf.

Summary

There is quite a bit of useful troubleshooting information available in several places.

The following resources were discussed in this chapter:

Your SMSN dealer is always a resource for you, as well.

This chapter provided information about several resources for RVers traveling with two-way satellite systems. What each group offers and how to access it was described.