The following steps below will assist you to troubleshoot connectivity problems with the Satellite Modem.
A problem is usually related to one of the following:
- Device malfunction or power loss
- Physical network connectivity
- PC configuration issues
- Before you begin, Hughes strongly suggests you print this article and the related article. This process might require as long as 60 minutes to complete. Be sure to take your time and complete each step.
- To simplify this procedure, work with one computer at a time.
Note: If, during this process, you establish connectivity, try reconnecting your network. For assistance, click Disconnect your computer from any network devices such as a hub, switch or router.
- If you haven't done so already, connect your computer directly to the Satellite Modem.
- At this point you should be dealing with only one computer and it should be connected directly to the Satellite Modem
- Browse to 192.168.0.1. The Satellite Modem System Control Center should open.
- If the System Control Center does not open, proceed to the next step.
- If the System Control Center opens, you may have a problem with your networking equipment:
- Check all network equipment connected to the computer with the DW6000, including:
- The computer's Ethernet card
- Ethernet cable(s)
- Any hub, switch or router.
- Reconnect them one at a time to isolate the problem.
- Check the Satellite Modem status using the front panel LED's.
As displayed below, the Satellite Modem has five indicator LEDs on its front panel.
If the LEDs do not function properly, ensure you have the correct power supply: PN 1031105-0001.
- Fatal error indication.
If the Power LED is off and one or more of the other LEDs is flashing, the unit may have to be replaced. If there is a fatal error indication:
All LEDs off.
- Try power cycling the Satellite Modem by disconnecting the power from the power strip or surge protector.
- Wait 30 seconds.
- Re-plug the power strip or surge protector. The unit may recover.
Note: If the fatal error indication continues, the unit must be replaced. For assistance, please contact
- Power cycle the Satellite Modem:
- Unplug the AC power cord from the power strip or surge protector.
- Wait 10 seconds.
- Re-plug the AC power cord into the power strip or surge protector.
- If the Power LED is still not lit, check that the AC cord is securely attached to both the power adapter and the Satellite Modem.
- If the Power LED is still not lit:
- Plug a small appliance (such as a radio) into both the power strip or surge protector and the wall outlet or other power source.
- If it works, the power source is functional. For assistance, please contact Customer Support.
||Whether the LAN is connected and usable, and whether there is receive or transmit activity.
||Whether the Satellite Modem can transmit or is transmitting, or if some condition is preventing transmission.
||Whether the Satellite Modem has acquired the satellite and is receiving data, or if some condition is preventing reception.
||Whether the Satellite Modem is completely operational or not.
||If the Satellite Modem is powered on and operating normally.
- Check the LAN LED.
Checking the LAN LED will help you determine if you have a physical connectivity issue in your network or a configuration issue on your computer.
- If the LAN LED is dark: A dark LAN LED is an indication of a physical connectivity issue.
Try any or all of the following:
If the LAN LED is lit and you cannot communicate with the Satellite Modem, you may have a problem with the configuration of your client PC. It could also indicate a malfunction in the Satellite Modem.
- Power cycle the Satellite Modem by unplugging the AC power cord from the power strip or surge protector, waiting 10 seconds, and plugging it back in.
- Check that the Ethernet cable is securely connected to the Satellite Modem LAN port and to the computer's Ethernet port. Try unplugging each end and plugging it back in. You should hear a "click" when the cable end is securely plugged in.
- Check the LEDs on the Satellite Modem's back panel (see picture). There is one on either side of its Ethernet port . The top LED is Green and the bottom LED is Orange. The Green LED indicates ready to transmit/receive data and Orange LED indicates there is a valid link to an Ethernet device.
- If the Green LED is lit and the front panel LAN LED is NOT, try power cycling the Satellite Modem. If the situation persists, please contact Customer Support for assistance if both the Green LED and the front panel LAN LED are not lit, try a new Ethernet cable. If they light up, the problem is related to your Ethernet cable.
- Try connecting the Satellite Modem to another computer. If the LAN LED lights up, the problem is related to your first computer. Please contact the manufacturer for help.
- If the LAN LED is still not lit, please contact Customer Support for assistance
Follow the appropriate instructions below.
- Unplug the LAN cable from the Satellite Modem.
- Power cycle the Satellite Modem. If the LAN LED stays lit then the unit may need to be replaced. Please contact Customer Support for assistance.
- Plug the Ethernet cable back into the Satellite Modem Ethernet port.
- If you haven't already done so, try rebooting your PC.
- Check that your computer's TCP/IP settings are set to Obtain IP address automatically.
- If no changes were required, proceed to the next step.
- If you made changes to your configuration, restart your PC and try to browse to 192.168.0.1. The System Control Center should open.
- If you cannot open the Satellite Modem's System Control Center, go to the next step.
- If you can open the configuration page, you have established connectivity with the Satellite Modem.
- Try browsing some sites on the Internet.
- If you can browse the Internet then you are done.
- If you still cannot browse please contact Customer Support for assistance.
Check the Windows Device Manager to see if your computer's Network Interface Card (NIC) is installed correctly.
- For Windows, click Start > Settings > Control Panel > Administrative Tools> Computer Management > System Tools > Device Manager.
- For Windows Vista:
- Click Start > Control Panel > System and Maintenance > Device Manager.
- If you are prompted for an administrator password or confirmation, type the password or provide confirmation.
- If the NIC has a red X:
- Right-click the red X.
- Click enable.
- If the NIC does not appear in the list, troubleshoot the NIC installation using the manufacturer's instructions and Windows documentation.
- Check the IP address assigned to the computer.
- For Windows:
- Click Start > Run. The Run box appears.
- In the box, type cmd.
- Click OK. The Command window appears.
- For Windows Vista:
- Click Start > All Programs > Accessories > Command Prompt.
- At the DOS prompt, type ipconfig.
- Press ENTER. Information related to the computer's network configuration appears.
- Check the IP Address. If the IP address is set to 0.0.0.0 or to an address beginning with 169.254, type (at the DOS prompt) ipconfig /renew.
- Press ENTER. This resets the computer's IP address, forcing it to request a new one.
- If your system shows a new address, proceed to the next step.
- If you get a message that indicates that the DHCP server was unavailable to renew your address, the DHCP service may be disabled on your Satellite Modem . Please contact customer service for further help.
- Browse to 192.168.0.1. The System Control Center should open.
- If you cannot open the Satellite Modem Control Panel go to the next step.
- If you can open the configuration page, you have established connectivity with the Satellite Modem. Try browsing some sites on the Internet. If you can browse the Internet then you are done.
- If you still cannot browse, please contact Customer Support for assistance.
- With the DOS command window still open, type (at the DOS prompt) ping 192.168.0.1.
- Press ENTER. This sends a ping request to the Satellite Modem.
- If the ping results show the request timed out:
- You may have a firewall or possibly a virus blocking connectivity to the Internet.
- Try temporarily disabling any firewall software you may have installed.
- Also try updating your Anti-Virus software and running a full system scan.
- If you are still unsuccessful, your problem is beyond the scope of this article and you may need to contact a professional consultant.
- If the ping results are successful, check the browser's proxy settings.