Help & Troubleshooting Information
There are several sources of troubleshooting information for the StarBand 360, 48x, and Nova satellite modems and the corresponding StarBand two-way satellite services. The following troubleshooting and additional help resources are discussed in this chapter:
Some of these resources are available in more than one location. For example, the FSBs are available on the StarBand training web site and are included in the Installer's Field Handbook. Some of them are also included in Appendix A, in this manual.
This chapter will provide information about how to access each resource and what can be found there. Some of the troubleshooting information found in these resources will be included here, along with some additional useful information, which is not found in any of the other resources.
The StarBand Member Web Sites
The StarBand member web site at http://www.starband.net contains links to lots of good information for the StarBand 360, 48x, and Nova systems. The StarBand.net Support Center page is shown above and described on the next page.
Here are the main tabs across the top of this and most pages:
- Home - This goes to the www.StarBand.net home page, which contains the same main tabs across the top as the page shown above. It also has some “What’s New?” information for members plus some quick links.
- E-Mail - Web mail interface for your StarBand email.
- Account - You can view or change billing information, change your password, view your site parameters, and check your bandwidth usage. You can and delete email accounts and access your personal web page.
- Channels - This leads to many categorized links to various Internet resources.
- Support - This link goes to the Support Center , which is described next.
When logging into this web site from a secondary account, the older interface may be presented. It includes the How To Guide discussed later and troubleshooting information for the older platforms (pre-Nova).
Using the Support Center
There are many functions available in the StarBand Support Center, including items that sometimes appear in both the center panel and the navigation on the left.
Here are the main pages in the Support Center:
- My Account - This is the same function as described above.
- Troubleshooting - Here you will find step-by-step instructions for resolving the current top technical issues.
- Network Status - This page provides the current status of your network segment and the associated StarBand.net application servers.
- Solutions Center - FAQs with a search capability.
- Helpful Guides - There are step-by-step guides for setting up e-mail, newsgroups, and chat, as well as StarBand Model 360 satellite modem installation manuals. There is also information about networking, firewalls, file sharing, and more. Much of this information is 360-specific.
- Ask a Question - After you select the category of your question and your computer’s operating system, you can type your question. You will be presented with some possible answers to your question. If they do not answer your question, you may submit the question for a personalized answer.
- Speed Test - This page has links to the PC Pitstop web site, where you can test your download and upload speeds.
Using the Dial-up Service
Every StarBand subscriber receives up to 10 hours a month of Dial-up service, for no extra charge. Complete guidelines for setting up your Dial-up networking and locating the Dial-up number for your area can be found here: http://www.starband.net/dial/
Setting up Your Personal Home Page
As a StarBand subscriber, you get 10 MB or more of personal web space, for no additional charge. You can also pay a small fee, for additional web space.
To set up your personal home page, use the following steps:
- Log in as the primary account holder and go to your Account information.
- Click the button on the left labeled My Web Page . This will then allow you to activate your web account. All the tools needed to build and maintain your person web page are provided.
After you have activated your personal web page, you can add more space, if you want. For $4.99 per month you can have an additional 100 MB and for $6.99 per month, you get an additional 200 MB.
The StarBand Nova Member Web Site
Shown above at the left is the login page for http://portal.starband.net. Note that you can login on this page only with the primary account. Shown at the right is the home page for the primary user.
Once logged in as the primary user, you have full access to account information, including the ability to set up secondary accounts and change their passwords.
If you click on the link (circled in red) for accessing a secondary email account, you will then be presented with another login screen. After logging in with a secondary email account you will have access to some, but not all, of the member functions.
For some functions, you will be redirected to the original www.starband.net web site. Likewise, certain options on the that site will cause you to be redirected to this one. Some functions can only be accessed from the original site and some only from the portal.starband.net site:
The Portal Support Center includes Nova troubleshooting information and the How To Guide, with good instructions for doing things such as setting up an email client for StarBand POP3 email. There is also a speed test link which links to both PC Pitstop and Toast.net speed tests. And, the “Ask a Question” feature is also here.
Eventually, all functions from the www.starband.net site may be ported to this site.
StarBand Training & Installer Web Site
Shown above is the StarBand training web site, at http://training.starband.com. From this web page, you can link to the training materials for the StarBand 48x and Nova.
For StarBand 360 training, go to http://training.starband.com/html_files/installation_training.htm.
The 360 pre-test and the certification exams for the 48x and Nova are all accessed at the end of the corresponding training materials. For the primary 360 certification exam, go to http://training.starband.com/html_files/certification_test.htm.
Searchable FAQs are available on the right and in the center at the bottom, there is a link to download the Installer Field Handbook , which is discussed next in this chapter.
In the center of the screen is the login area, where you will log in to accomplish things such as the following:
The Nova training page has links to the all Nova-specific materials and downloads, as well as direct links to the much of the info contained elsewhere on the site.
Installer's Field Handbook
Although written for the StarBand 360, much of this information is equally valid for the 48x and the Nova. The Installer’s Field Handbook is downloadable from the home page of the training web site: http://www.starband.com/training. It is also included on the MobileInternetSatellite.com CDROM.
There is a wealth of good information available in this PDF file, as you can see from the table of contents shown in the figure above. The StarBand Field Service Bulletins (FSBs) and the Maintenance Bulletins (MBs) will be discussed in the next section.
Some of the information from the Troubleshooting Guides section is included here:
- Install Troubleshooting Guide - Most of this information is included in this section.
- Basic Modem Configuration/Installation and Software Troubleshooting Guide - Most of this information is StarBand 360-specific and will not be discussed further.
- Troubleshooting with the LEDs - Much of this information is contained in this section.
Recommended Troubleshooting Tools
Following are the recommended tools for troubleshooting the type of problems discussed:
Things to Consider Before Troubleshooting
Before you spend significant effort troubleshooting a problem, consider the following possibilities:
Any of the above mentioned things can prevent you from connecting to the satellite, with acceptable co-pol, cross-pol, and signal quality values.
Installation Troubleshooting Guide
The following pages present a series of symptoms, with possible causes and guidelines, for resolving each issue. If troubleshooting is unsuccessful, contact StarBand Technical Support.
Symptom: PWR Light Does not Come On
The AC power supply is defective.
- Confirm that the power cable provided is connected securely to the modem and to a known good power source. If connecting to a surge protector, remove the modem from it and connect it directly to a known working wall outlet. Ensure at least one other electrical device is connected to the same outlet and is operating properly.
The AC Power Cable is defective.
- Unplug the modem and allow it to stand for one full minute. Reattach the power cable and power on the modem. If this fails to power on the modem, attach a standard AC power cable to the modem and to an outlet. For the Nova, you will need a spare power brick with attached power cable. If this produces modem activity, then the original power cable is defective.
Symptom: Blinking or No Rx Lock Light on Properly Configured Modem
There is a problem with the IFL cable connecting the LNB to the modem (receive cable) or with the DC voltage.
- Verify the voltage supplied by the modem and received at the LNB is between 16V-18V (StarBand 360 and 48x) or 22-24V (StarBand Nova). Check the IFL cable and connectors for visual signs of damage or kinks and replace, if necessary. Make sure the cables were not crossed. Verify the receive cable is within the specified maximum length (140 ft.) for RG-6 cable. To confirm the IFL has failed, attach the modem directly to the LNB using a short jumper cable. If the Rx LED illuminates, then the IFL has failed.
Bad local weather (temporary lose of signal), bad weather at the uplink facility (temporary lose of signal – not a single modem problem), non-weather related uplink outage at Hub (not a single modem problem).
Note: It is possible that while other indicators (SYN and ON-LINE) are on, Rx will briefly blink and will come back on. Usually, this will indicate a temporary loss of the received signal, or a low quality of the signal if it happens often.
Airports, car radar detectors, and military bases may interfere with the received signal. If this is suspected, it can be verified with a spectrum analyzer. Re-location to shield the VSAT antenna from the interference may be required. Please reference FSB SB-0022-1.00 for additional information.
Symptom: No SYN Light When Power and Rx Lights Are On
Low quality of the received signal due to any of the following: antenna is not aimed correctly, bad LNB, problems with IF cable, local weather, etc., which results in intermittent reception of the synchronization messages.
Symptom: No CON/ON-LINE Light on the Configured Modem with Rx and SYN Lights On
CVACS was exited improperly or a CW test was interrupted. On the Nova, this often occurs after a CVACS alignment check, even when exiting properly.
Bad transmitted signal due to inclement weather locally or at the NOC. This can result in data not being transmitted to the hub, and thus no connection is established.
There is an electrical short in the transmitter or it is otherwise defective.
- To determine if there is a short in the ODU, remove the transmit IFL cable from the ODU and set the multimeter to measure resistance in ohms. Measure the resistance from the center conductor of the ODU to the outer shield (use a Type F male-to-male adaptor or a paper clip to reach the center conductor on the ODU connector. This should be an open circuit, with the multimeter display showing infinity or “OL” (over load, i.e., too high a resistance to measure). If the display shows a low resistance value (i.e., less than 1 ohm), then there is a short in the ODU, indicating it has failed and must be replaced.
Next, refer to StarBand FSB SB-0018-1.00, for ODU troubleshooting.
If the ODU is determined to be defective after following these steps, replace it with a spare, to confirm that the unit is defective. Upon confirmation, contact StarBand for a replacement.
Symptom: PC Light Is not Illuminated (StarBand 360 and 48x only)
The PC port used is defective.
- If another port on the PC is available, move the connection to that port. If there is not another port available or if the PC light is still not on, switch between USB and Ethernet, if possible. If switching from Ethernet to USB solves the problem, you will need to load the USB drivers, to use the connection. You can also plug the modem into an alternative PC, if available. If the PC light illuminates, there is a problem with the original port on the PC. If the PC light does not illuminate, the modem may be defective.
Symptom: LNB is Malfunctioning, with a Reduced or No Receive Signal
The LNB is defective.
- Test with a Channel Master Dual Meter or an equivalent. First rule out other component failures, such as the IFL cable or the modem, by verifying the voltage at the LNB end of the IFL cable is between 13V and 18V DC. If available, replace the suspect LNB with a spare and check signal strength with a signal-measuring device. If a spare is not available and the supply voltage is OK, then the LNB most likely has failed and must be replaced.
Note: Reference StarBand FSB SB-0016-1.00 for additional information.
Symptom: Signal Quality Reading Is Too Low
The receive IFL cable may be defective or it may be too long.
- Measure resistance in the cable using the method described in FSB SB-0020-1.00. With the cable disconnected at both ends and the multimeter set to measure Ohms, the meter should read Open, or infinity. With one end of the cable shorted, the other end should read a nominal resistance value. Make sure the IFL cable does not exceed 140 feet, for RG-6, or 215 feet, for RG-11.For longer lengths, refer to FSB SB-0015-1.01 for line amplifier usage.
Symptom: Unable to Access CVACS to Check Alignment
If your received the Invalid User ID message, you used an invalid or shared certification number.
- You may have entered the certification number incorrectly, you are not StarBand certified, your installer account has not yet been activated on http://training.starband.com, or you may be entering a certification number that is already in use by a different installer logged into CVACS. If you have a certification number, try entering it again. If you do not have a certification number, you need to take the exam, to get your own certification number.
If your received the Invalid Notification Number message, your Z8 number may have been closed/deactivated. For the Nova, it is extremely unlikely that this situation will ever occur.
- Try at least two or three times, since a weak cell site is another thing that can cause this message to be returned. If you just set the passcode for your installer ID on http://training.starband.com, you should wait 24-48 hours and then try again. If the problem is still occurring, contact your installer or dealer. If you send an email, be sure to include your installer ID, current passcode, and Z8 or ERN in the email. If your Z8 has been deactivated, a new one will be requested for you.
Symptom: Cross-pol Value Drops to Zero during Testing
During cross-pol testing, the cross-pol value drops to zero. However, a final alignment check registers a high cross-pol value.
This situation occurs when the carrier wave (CW) drops, during the repeated readings of the cross-pol check. CVACS will not report the loss of CW, but will continue to report the cross-pol value as zero. During the final alignment check, CVACS sends out a new CW and takes an actual cross-pol reading, which could then be out of range.
- Periodically check the co-pol readings during alignment. If the co-pol value drops to zero as well, the CW has dropped. You will need to return to the main menu and restart the test. If you reach the final Alignment Check and the reading for cross-pol differs from what you received in the cross-pol test, go through the CVACS alignment process again.
Symptom: Reduced Performance
You are causing interference with adjacent transponder or satellite. You will have high cross-pol and/or ASI readings.
- Verify that the mast (pole) of the antenna is plumb (straight on the vertical scale). Installer should use a level to check this. Check it on one side, then move level 90° and check again. Any leaning one way or the other needs to be corrected.
- Verify that the adjustment is set to “ H=0 ” for horizontal polarity, and “ V=0 ” for vertical polarity. This may have to be adjusted slightly to reduce the cross-pol, but must be set here initially, as a reference starting point.
- Verify the skew setting using Point Dish for the assigned satellite and the current Zip Code.
Make small adjustments to the polarizer until CVACS reports a minimum cross-pol value. To correct very high cross-pol, the installer should also make small adjustments in azimuth and elevation. If further adjustment is required, small adjustments can be made to the skew angle until CVACS reports a minimum cross-pol value.
Please reference FSB SB-0019-2.00 for additional information.
Symptom: Cannot Browse Or Ping
There is no IP connectivity.
- Wait at least five minutes, to make sure the modem is not still in startup (boot) mode. Then try some or all of the following, checking after each step, to see if connectivity has been restored:
- Use the Windows ipconfig /all command, to verify the IP information.
- Reboot the PC.
- Restart the modem.
- Run the Windows ipconfig /release and ipconfig /renew commands.
- Remove any hardware between the modem and the computer (i.e., a router or switch).
- Confirm the RJ-45 crossover cable connection between the modem and the computer. Make sure the cable is a crossover cable. The green Link light should be lit on the back of both the computer and the modem.
Symptom: You Get the “Page cannot be displayed” Message
You are using the web proxy and the StarBand proxy server may be experiencing problems or delays.
Uncheck the box to use the proxy in your web browser. For Internet Explorer, this is at Tools menu => Internet Options => Connections tab => LAN Settings . To again use the proxy, just recheck this box again later.
Symptom: Some PCs Can Access the Internet, But Others Can’t
There is an IP addressing problem.
- Try one or more of the following:
- Reboot the PCs that do not work.
- If you are using a local networking device (i.e., a wireless router) between the modem and the PC, reboot it.
- Reset the satellite modem. After it has completed its boot process, restart any attached PCs and/or networking devices.
- Make sure that you do not have more than one computer configured to use a particular static IP address. If necessary, reconfigure your systems so that there is only one computer using each static IP address.
Symptom: You Can Browse the Internet, But Email Doesn’t Work
Symptom: Unable to Access SkyManage When the Modem Is Offline - “Page cannot be displayed” Message
Your Ethernet connection is set for automatic IP addressing, but the Nova cannot assign an IP address when it is offline.
- Configure your Ethernet connection to use the IP address 192.168.1.2, with a subnet mask of 255.255.255.0. How to this is described in Appendix C, Configuring IP Addressing . You may also need to power cycle the modem after you do this. You should then be able to connect to the modem at 192.168.1.1.
Note: When you are offline, the IP address 192.168.1.1 is the only IP address that will be recognized by the Nova modem. When you are online, it will still recognize this IP address, but it will also accept the IP address that has been assigned to it on the StarBand network. This IP address will start with 148. and can be seen in the output of the Windows ipconfig /all command, if you are directly connected to the modem. Otherwise, look in the router’s status information.
Troubleshooting with the LEDs
Some of the following information has already been discussed, in the context of the various symptoms that you may experience. In this section, the focus is each LED and the corresponding problems that might be indicated, when a particular LED is not lighting. The graphic above shows a StarBand 360 satellite modem and its LEDs on the left. The StarBand 48x has the same LEDs. A Nova modem and its lights is shown at the right.
PWR Indicator
When lit, this indicates the modem has been connected to a 120 volt AC power source. This is the single indicator expected to always stay on as long as the modem has power.
If the power is on, but the PWR and other indicators are not on, check that the same power outlet will power another device. If it does not, use another outlet. If it does, swap the power cable/brick. If the lights still remain off, the modem is not operational and needs replacement.
If other LED indicators are on, or it looks as if the modem is working properly, but the PWR indicator is not on, it may be that the LED is faulty. A modem with a faulty LED should be returned and replaced.
Rx Indicator
This is normally lit, when the modem has been configured properly and it detects the StarBand outbound frequency. The Rx light on indicates the following:
- The modem has found a Digital Video Broadcasting (DVB) signal with the expected characteristics (frequency and symbol rate). The outbound signal is carried on a digital video signal, which is encapsulated in a proprietary protocol for transport.
- The level of the signal (in terms of signal-to-noise/SNR) is sufficient to receive data, though not necessarily totally free of errors
- The signal is stable enough to lock onto. Locking onto the DVB signal, which is the StarBand outbound carrier, is prerequisite to proceeding with the communication establishment steps.
Besides a faulty LED, here are some reasons for the Rx indicator to not be on:
- The antenna is not aimed correctly.
- The LNB is faulty.
- There are problems in the IFL cable connecting the LNB to the modem (receive cable), such as a loose connector, a too-long cable run, corrosion, and, so on.
- There is bad local weather. In this case, the TV signal will usually be lost as well.
- There is bad weather at the uplink facility. This is not a single VSAT problem; others will be affected, as well.
- There is a non-weather related uplink outage. This is not a single VSAT problem; others will be affected, as well.
It is possible that while other indicators (SYN and CON/ON-LINE) are on, Rx will briefly blink and will come back on. Usually, this indicates a temporary loss of the received signal. This can indicate a low quality signal, if it happens often.
Note: A modem that does not have its received signal locked will not try to transmit, will not connect with the Hub, and will not support any data exchange.
SYN Indicator
This illuminates when the modem is synchronized with the StarBand Hub. This means that, after locking onto the received signal, it has received synchronization packets (messages) from the hub, allowing it to synchronize itself to the network clock at the Hub. Such synchronization is a prerequisite for the modem to transmit even a single packet, to the Hub. The synchronization messages are sent frequently - approximately once every second, by the corresponding Hub Satellite Processor (HSP) or Workgroup server. The HSP/subcluster/workgroup, controls the modem. In normal operation, the SYN indicator will illuminate 20-30 seconds after the Rx LED does. Do not expect to see the SYN indicator coming on, if the Rx indicator is not on.
Besides a faulty LED, reasons for the SYN indicator to not be on when the Rx indicator is on include the following:
- The received signal is of low quality, due to any of the following: antenna not aimed correctly, bad LNB, problems with IFL cable, local weather, and, so on. This results in intermittent reception of the synchronization messages, which is not enough to remain synchronized.
- There is a problem at the Hub. This could be either a whole cluster problem, or a problem limited to a subcluster or workgroup. In either case, this is not a single VSAT problem.
- The Rx indicator came on as a result of the modem locking on the wrong satellite. Because the antenna was aimed at the wrong satellite, the modem will never synchronize, since no synchronization messages are carried over this carrier. This is a truly rare scenario, which does not happen in normal operation.
Note: A modem that does not synchronize with the Hub will not connect to the Hub and will not try to transmit.
CON/ON-LINE Indicator
The CON/ON-LINE LED illuminates when the modem has connected to the Hub and has successfully finished the download phase. Such connection is a prerequisite for the modem to exchange data between the customer's PC and the Internet. The connection is established by the modem identifying itself to its corresponding HSP and the HSP granting this connection. In normal operation, the CON/ON-LINE indicator will only illuminate after the Rx and SYN LEDs are on. The CON/ON-LINE indicator will not come on, if the Rx and the SYN indicators are not on.
Other than a faulty LED, the following are reasons for the CON/ON-LINE indicator to not be on, when the Rx and the SYN indicators are on:
- The transmitted signal is bad, due to any of the following: antenna is not aimed correctly, polarization is not set correctly, there is a bad ODU, there are problems with the IFL cable, there are local weather conditions, and so on. This results in data not being transmitted to the Hub and no connection is established.
- There are problems at the Hub. This could be either a whole cluster problem or a problem limited to a subcluster or workgroup. In either case, this is not a single VSAT problem.
- There is incorrect configuration information. If the cluster, subcluster/workgroup, or VSAT ID is entered incorrectly, the VSAT will not connect.
- There is a Hub problem that has to do with the single VSAT. This can happen if the VSAT was not entered into the system, if any of the information was entered incorrectly at the Hub, if CVACS was exited improperly, and so on. In some cases, it is necessary to call StarBand technical support.
Note: A modem that does not connect with the Hub will not support data exchange.
Tx Indicator
The Tx LED illuminates, when the modem is transmitting in burst mode. The modem can start transmitting initial transmissions (connection requests), when the Rx and SYN indicators are on. It can start transmitting application data, after the connection has been established (CON/ON-LINE LED is on).
The Tx LED indicates a transmission attempt from the modem, but this does not guarantee that the transmission will be transmitted to the satellite or that the transmitted message will get to the Hub. There could be a faulty cable or ODU. Collisions can occur or there could be problems at the Hub.
There is no reason for the Tx indicator not to flash, if data is being transmitted and the Rx, SYN, and CON/ON-LINE indicators are on, apart from a faulty LED.
If there is no data exchange, it is the normal mode of operation for all other indicators (PWR, Rx, SYN, CON/ON-LINE, PC) to be on, and for the Tx indicator to be off. From time to time, Tx may flash while maintaining a control connection with the hub.
PC Indicator (StarBand 360 and 48x Only)
The PC LED indicates that the modem is physically connected to a PC, via either the USB or the Ethernet port. It is an indication of a physical (electrical) connection only, and does not necessarily verify data connectivity.
Besides a faulty LED, here are some reasons for the PC indicator to not be on, when there is a physical connection to a PC:
Note: When a PC is going through a soft reboot, it is expected that the PC indicator will stay on throughout the reboot cycle. This also happens if the USB is connected, but no drivers were loaded.
Field Service Bulletins (FSBs)
The Field Service Bulletin (FSB) is an alert bulletin developed by StarBand engineer- ing to communicate a known defect or change, which may affect installation or service. It consists of the symptom, cause, a brief description, and the resolution. The Mainten- ance Bulletin (MB) outlines procedures for replacement of specific VSAT components. All StarBand FSBs and MBs are available on the StarBand web site, as follows:
Go to http://training.starband.com and click on Installation.
Click on “5. Where can I locate the FSBs and MBs?”
All available FSBs are listed with links to each, as shown above. MBs are at the bottom of the page. Most are also included in the Installer’s Field Handbook , which is available on the StarBand web site and on the MobileInternetSatellite.com CDROM.
The following FSBs are relevant for troubleshooting and appear in Appendix A:
Additional Troubleshooting Hints
This section consists of additional hints and suggestions, for using and troubleshooting your StarBand VSAT system. It is envisioned that this section will continue to grow, as more experience is gained by mobile StarBand users. Please send any hints or suggestions you have to bjnolley@mobileinternetsatellite.com.
CVACS Values Can Vary Widely
In some cases, using the CVACS option for adjusting the cross-pol values will provide numbers well below the 3.0 value needed for meeting the criteria. But, when later using Option 1 to check the alignment, the numbers can be well over 3, more than double the earlier values.
This usually happens when you use CVACS for an extended period to do the alignment. While you will continue to get cross-pol readings, they are not always valid. Usually, the way to tell that this is occurring is that the cross-pol readings don't change, over three or four readings. In effect, what happens is that the cross-pol side of the carrier drops off, after awhile. You need to restart the test to get the carrier back and again receive valid values, for adjusting your cross-pol alignment.
And, don’t forget, there is a natural variation in the values measured by CVACS. Reported values can vary by 2 or more, in successive readings.
VSAT Communication Error Message from CVACS
The VSAT Communication Error message will occur when something interrupts the test. This can happen, for example, if the carrier is up and the installer reaches in to adjust the polarizer and gets in front of the antenna, for a second. This can cause the carrier to drop. You then have to restart the test, to get the carrier back.
No Response from VSAT When Setting to CW Mode Message from CVACS
When CVACS returns this error, it means that a command was sent to put the VSAT into CW mode, but the system didn't respond. Some things that can cause this include the following:
- The modem wasn’t yet online, when you called CVACS. Always wait 5-10 minutes after setting up, before you call CVACS.
- The returned carrier reading is too low. This is unlikely, but it can happen.
- The modem is configured with incorrect parameters. The CW command is sent to the VSAT, but since the modem is up on the wrong site, a returned carrier isn’t detected. This happens occasionally, but is also not a frequent occurrence. When users are moved to a different transponder/cluster for load balancing or other reasons, this situation can occur. See Moving to a Different Satellite or Transponder .
- The modem parameters are not associated with the Z8 or ERN you are entering into CVACS. This can happen when a satellite change is done on an ERN and then it is installed right away. The ticket doesn't get updated fast enough in CVACS.
- It is a CVACS problem. Back out of CVACS, call back, and try again.
- If you have a StarBand 360, you may need to call technical support, to request an EPROM reset. This causes ranging to occur and usually allows you to go online.
Internal Error Message from CVACS
When calling CVACS, an internal error is sometimes reported if the cell phone connection is not a good one.
Invalid Notification Number Message from CVACS
Any of the following situations can result in CVACS giving this error message:
- Poor cell signal - Your keyed-in response for Z8/ERN could be garbled in transmission. Try to not stand close to the dish or other possible sources of cell phone interference.
- Too slow keying the numbers - That CVACS lady has no patience! You need to enter the numbers quickly. And, don't forget the pound ( # ) sign!
- CVACS might be having problems - Wait for an hour and try again.
- You have the wrong Z8/ERN - Verify your correct Z8 number/ERN with your installer or dealer.
- The Z8/ERN was Closed to CVACS - For a StarBand 360 or 48x modem, there was an error made and your Z8 number was closed or you mistakenly chose the option to get a confirmation number. Contact your dealer or installer, to arrange for a new one to be generated for you. This error rarely occurs for a StarBand Nova modem, but can under certain circumstances, such as a satellite change.
System Error Message from CVACS
This catchall error message can mean several things, including an Invalid Notification Number. It can also mean that the modem is powered off or not connected to the antenna.
Error Communicating with NMS Message from CVACS
This catchall error message can mean several things, including any of the reasons cited above for the Invalid Notification Number message, above. It could mean the modem is configured with the wrong VSAT/Modem ID.
You Were Online a Minute Ago and Now You’re Not
When this occurs, you should stomp down all tripod legs, recheck plumb and all connections, and repeak the signal. With a BirDog or Digisat III Pro self-powered meter, this is easy: just unhook the receive IFL cable and attach the meter.
Power cycle the PC and the modem and watch the lights on the modem to make sure all but the Tx light come on.
Call the technical support number and listen to the announcements. Sometimes, a local weather condition or other problem at the NOC is the cause.
Only the Power and PC lights are on
The most common reasons for this are a bad modem, having the Rx and Tx cables reversed, or having the wrong polarity set on the Rx-Tx feed assembly.
Certain Web Pages Won’t Load
There are a few things you can try for working around the problem of certain web pages, which don’t load correctly or at all:
- Try different web browsers - I alternate between the latest version of Internet Explorer and the latest version of Chrome. Frequently, if a site won’t load when I’m using one of the browsers, it will load when I try with the other browser.
- Set a proxy in your browser - Setting a proxy may allow you to access certain sites that you couldn’t otherwise access. BUT, be aware that it can also cause you to be blocked by certain sites that work otherwise. Just remember to unset the proxy, if that happens. The information will be saved so next time you want to set it, you will only need to check the box. How to do this is described a later.
- Turn the StarBand RPA process OFF - The StarBand RPA process will be described next. It makes browsing over satellite faster. However, it interferes with proper loading of certain web sites. A tool to toggle it is available, which will hopefully be modified to leave RPA OFF, for certain web sites.
Miscellaneous Bits of Information
Here you will find an assortment of hints and pieces of information that may prove useful at some time. Please feel free to contribute any tidbits that you may discover.
Accelerating Your Web Browser
A proxy server is sometimes called a Gateway or Application Gateway. A proxy server sits between you and the Internet, receiving requests from you, which it forwards to the Internet, and forwarding replies back to you. It communicates with the Internet on your behalf . A proxy server provides additional security. It can also accelerate web browsing. The architecture described here is specific to the StarBand 360. However, the functions described are similar for the StarBand 48x and Nova modems. And, the objective is the same: To provide a faster, safer browsing experience!
The acceleration is accomplished through what is known as Client/Server technology. The Starband user Host PC or the StarBand modem is the client. The Server side is located at the Network Operations Center (NOC). The web page accelerator is just a connection between the client and a particular caching proxy server at the NOC.
A graphical representation of what happens when you use the StarBand proxy to link to a particular web site is shown in the illustration above.
The technology is officially known as Internet Page Accelerator (IPA). Each of the two pieces also has its own name, as follows:
- Remote Page Accelerator (RPA) - This is the client side. The RPA caches the web page request in a storage queue and forwards the initial request, over the satellite and straight to the HPA, located in the NOC. As you can see from the illustration, there are generally multiple requests between your browser and the RPA. However, in most cases, only one request will go to the HPA, and then several packets will start streaming back to the RPA. You may already be aware of port 9877, the port used in the browser’s proxy settings. It appears to be acting as a simple tunnel, between your browser and the RPA.
- Host Page Accelerator. (HPA) - This is the server side. The HPA acts as though it is the one actually requesting the page. It starts requesting all of the page elements needed, to make the page complete. It then starts streaming the page back to the RPA, at which point the RPA will reassemble and pass the requested data back to your browser. The whole time your browser thinks it actually went to the site and got these items directly.
This technology requires no DNS on the client side. The DNS request is actually taken care of by the HPA server in the NOC. This means that if DNS were to go down for you locally, the probability of you being able to continue to surf the web would be high.
How to set your web browser to use the proxy is described next.
Setting the Browser Proxy on a StarBand Nova or 48x
On the 48x, setting the browser proxy can give you much faster browsing; for the Nova, the proxy doesn’t usually help, but it can enable you to access certain web sites, which otherwise won’t display. (Click Advanced and add the domain to the Exceptions box.)
You will configure the browser proxy with the gateway IP address for your VSAT. If you are directly connected to the satellite modem, go to a command window and execute the ipconfig /all command, to get the gateway IP address. If you are connected through a router, this information is available on the router Status page.
Once you have the gateway IP address, use the following steps to set up the proxy:
For Internet Explorer 5 and up, go to the Tools menu and select Internet Options.
- Click on the Connections tab and then on LAN Settings.
- Check Use a proxy server for your LAN and Bypass proxy server for local addresses.
- Enter the gateway IP address and 9877 as the Port.
- Make sure the box to Use automatic configuration script is not checked.
- Click OK three times and then stop and restart Internet Explorer.
Using the RPA Toggle Tool
If you have the Nova 1000 and use Windows XP, there is a utility that will let you turn the StarBand RPA process OFF and back ON. This can often help, when browsing suddenly stops. In some cases, even a ping fails. Toggling RPA can restore normal browsing.
The utility also allows RPA to be turned OFF and left off, while visiting certain web sites, which won’t otherwise display. RPA should then be turned back ON later.
Improving Performance
You can also try the following, to improve performance:
Unable to Browse with Proxy Set
If you have manually configured the proxy and you find that you are unable to browse, but you are online and can receive email, the proxy server could be down. If the proxy server is down, you can simply uncheck the box to use a proxy and browse normally, though a bit slower. Try later to recheck the box and see if you can again browse with the proxy set.
It is also possible that you were reassigned to a different transponder on the same satellite. If you call CVACS and continually receive the No Response from VSAT When Setting to CW Mode or System Error message, you may have been reassigned.
When this happens, you also receive a new gateway IP address. You then need to reconfigure your browser proxy, to use the new IP address. You can get your new VSAT parameters by logging in to the member web site using the Primary ID account. Then, go to My Account .
You can get the new gateway IP address either in a Windows Command Prompt window (directly connected to modem) or from the router’s Status page (connected via router). Use the ipconfig /all command in the Command Prompt window, to get the gateway IP address.
Reassigning users is done for load balancing, which helps improve everyone’s response time.
See also the topic Moving to a Different Satellite or Transponder , below.
Setting up Email
The StarBand member web site has instructions for setting up email, for all of the commonly used email clients, including Microsoft Outlook and Outlook Express, Eudora, and Netscape Mail 7. Just go to http://starband.net/setupemail.asp and click to select your email client. You will then be presented with the instructions for configuring that email client for StarBand email.
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 digital readings, whereas the analog readings are almost instantaneous. With a BirDog meter, there is no delay.
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:
- 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, your download speed is 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/bw.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 .
Networking with a StarBand Nova or 48x Satellite Modem
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 StarBand Nova is pretty easy. In fact, with a wireless router such as the Linksys WRT54G/GL, it is almost “ Plug and Play ”.
You need to connect from the modem to the WAN/Internet port of a wireless router using an Ethernet crossover cable. The satellite modem will be the DHCP server on the 148.x.x.0 subnet, a point-to-point network with the modem on one end and the router on the other.
The router will be the DHCP server on the 192.168.1.0 or 192.168.2.0 subnet, which is the LAN. By default, a Linksys WRT uses the IP address 192.168.1.1 and assigns addresses on the corresponding subnet. However, this conflicts with one of the IP addresses that the Nova uses so if you have a Nova, this must be changed from the default. I suggest assigning the router an IP address of 192.168.2.1.
All clients can be set up for automatic IP and DNS address assignment.
Although it would likely work, you should not use a wireless router with the default configuration, because it is not secure. At the very least, you should change the following parameters:
- SSID - This is your wireless network name. It is what you will see when you View Available Wireless Networks , in Windows XP. By default, all wireless networks that use a Linksys router are called linksys .
- Channel - There are only three non-overlapping channels for the more common B/G wireless LANs (WLANs): 1, 6, and 11. By default, all Linksys and some other wireless routers or access points will use channel 6, which is prone to interference from both sides AND more likely to encounter interference from another wireless device also using the default. Use either channel 1 or 11, to reduce the chance of interference and allow it only from one side. And, be prepared to change the channel, if you run into interference.
- Administrator password - If you don’t change this from admin , anyone who can see your WLAN can connect to your router and change its password or anything else.
- Enable and configure WEP - Use only the more secure 128-bit WEP. If you plan to share your satellite connection with friends, enter the WEP key directly, as 26 hexadecimal digits, from 0 to 9, or A to F. If you will only have WPA-capable devices using your network, you can opt to use the more secure WPA.
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 WRT54G/GL 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 your router’s local IP address (192.168.1.1 or 192.168.2.1) 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 Local IP address on the WRT54G/GL:
With the StarBand Nova modem, it is best to change the router’s local IP address from 192.168.1.1 to 192.168.2.1. This is because the Nova modem uses the address 192.168.1.1 and this can cause an address conflict, if you don’t change it on the router. Here is how to change the local IP address on the WRT54G/GL:
How to Change the SSID and Channel on the WRT54G/GL:
It is sometimes necessary to move to a different frequency (channel) to avoid a source of interference. Here is how to change the SSID and channel, on the WRT54G/GL:
- Connect to the device as explained above.
- Click Wireless (top tab) -> Basic Wireless Settings (bottom tab).
- 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.
- 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.
- Click Save Settings to save your changes.
How to Change the Administrator Password on the WRT54G/GL:
Here is how to change the administrator password on the WRT54G/GL:
How to Enable and Configure WEP
Although WPA is more secure than WEP, it isn’t compatible with all wireless cards. Here is how to enable and configure WEP, which works universally:
- Connect to the device as explained above.
- Click Wireless (top tab) -> Wireless Security (bottom tab).
- Click on the drop-down menu labeled “ Security Mode ” and select WEP .
- Click on the drop-down menu labeled “ WEP Encryption ” and select 128 bits 26 hex digits .
- 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.
How to Enable and Configure WPA
WPA is more secure than WEP, but it isn’t compatible with all wireless cards. Here is how to enable and configure WPA:
- Connect to the device as explained above.
- Click Wireless (top tab) -> Wireless Security (bottom tab).
- Click on the drop-down menu labeled “ Security Mode ” and select WPA2 Personal .
- Select “ TKIP+AES ” from the drop-down menu labeled “ WPA Algorithms ”.
- Type the password you want in the text field labeled “ WPA Shared Key “.
- Click “ Save Settings ”.
How to Save the Configuration on the WRT54G/GL
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:
How to Reset the WRT54G/GL
To completely reset a WRT54G/GL 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 WRT54G/GL
- Connect to the device as explained above, except the password will be admin if you have just reset the router, as described above.
- Click Administration (top tab) -> Config Management (bottom tab).
- Click Browse and then browse to the saved configuration file on your Windows PC hard drive and click Open .
- Click Restore to restore the previous settings.
User Groups and Support
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.
Note: Don’t feel like you are all alone, when you have problems getting online, especially at first. Almost everyone experiences frustration, when first learning the proper way to set up and point their satellite antenna. Look for help BEFORE your frustration becomes excessive.
MobileInternetSatellite.com
The forums on this web site have networking, two-way satellite, and miscellaneous topics. The forums are available to the general public, but you must register, in order to post.
In addition to active discussions in the forums, there is also useful information from other related online groups, which is collected, edited, and posted as an archive of the discussion.
RV2WaySat Yahoo Group
This is the original Yahoo group for RVers using two-way satellite. It was created in early 2002.
To join this by-invitation-only group, you must have a valid Yahoo ID. 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, send an email with your name and the email address for the invitation 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, some of which are useful to all two-way satellite dish users. Most tools are primarily of use to HughesNet users. Go to http://www.datastormusers.com. There is information about the map on this page. 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.
StarBand-Users.com
This web site and forums was setup to fill a void left when another web site, StarBandUsers.com, was no longer supported. It is an excellent location for StarBand information and to ask a question. Several StarBand employees monitor the forums. The web site logo is shown in the graphic on the previous page. Go to http://starband-users.com/community/ to register.
Summary
There is quite a bit of useful troubleshooting information available in several places. Some of the information is available in more than one location.
The following resources were discussed in this chapter:
This chapter provided information about the resources, what they each offer, and how to access them.