VSAT Troubleshooting Guide

This article outlines VSAT troubleshooting steps for Ka, Ku and Jupiter sites.

About VSAT Troubleshooting

The information in this KB includes:

• Troubleshooting steps for Jupiter.

• Ku troubleshooting for older systems.

No Browse, Slow Browse

Slow Browse

Steps Action Result

1 Obtain information regarding the Notate in case.

perceived customer issue.

2 Check the customer is not in a FAP 1. If the customer is in Fap, Explain FAP. Help
Condition. customer purchase tokens if necessary.
2. If not, continue to next step.

3 Check SDT Tool for Recommended 1. If a truck roll is required, create a dispatch.
Action. Is a truck roll required? 2. If a truck roll is not required, continue to next
step.

4 Is the website being accessed a 1. If it is an SSL site, explain to customer about

specific or a secure site? browsing secure sites.
2. If not, continue to next step.

5 Check JuDD to make sure terminal 1. If no issues, close and document case.
is functioning normally, If customer 2. If the issue remains, continue to next step.
is using Wi-Fi, make sure JuDD
shows a good signal strength.

© 2022. Al Yah Satellite Communication Company PJSC (Yahsat), A Mubadala Company.

1
 6 Check Weather 1. If the visibility is good and weather is ok, close
(weather.com). Verify visibility. and document case.
2. If the issue remains, continue to the next step.

7 Ask customer is they have a router
between computer and terminal?
1. If there is a router and bypass. If the bypass to
router works, explain the customer the issues with
the router. If the bypass doesn't work or the
customer doesn't have a router, continue to the next
step.

8 Attempt to access System Control

If Then
Center (SCC) remotely using
partner portal
Access to Determine Jupiter State
SCC. Codes / Tx/Rx and System Status,
If you are using HN then click on
and troubleshoot accordingly.
DRP
For Ju click on LUIJu No Continue to the next step.
access to
Note: This will not work on the SCC.
HT2000w for Jupiter2.

9 Direct customer to testmy.net

If Then
Have the customer run 5 tests.

Average speeds are below Escalate to the

60% of the provisioned next level support.
speed

Average speeds are within Close Case and

60% of the provisioned Document.
speed

© 2022. Al Yah Satellite Communication Company PJSC (Yahsat), A Mubadala Company.

2
No Browse

Steps Action Result

1 Ensure devices are powered on,
cables securely and correctly
connected to Hughes equipment
and network devices.
Check LED pattern on modem.
If LED pattern indicates an issue, follow the device
system guide recommended troubleshooting.
1. If this resolves the issue, explain the resolution to
the customer, close case and document.
2. If the issue remains, continue to the next step.

2 Check SDT Tool for 1. If truck roll is required, then create a dispatch.
Recommended Action. Is a truck 2. If no truck-roll is required, continue to the next
roll required? step.

3 Check JuDD. Verify status of
terminal and signal strength of Wi-
Fi.
If JuDD shows an error or issue, for the JuDD tool
recommended troubleshooting.
1. If this resolves the issue, Document the case as
required.
2. If the issue remains, continue to the next step.

6 Have customer access the System

If Then
Control Center (SCC) 192.168.0.1
Check System Status.
Can't access SCC. Troubleshoot local
network issues.

Customer can Continue to next step.

access SCC and
System Status is
Green (normal).

Can access SCC, Reboot device, and if

and System Status is doesn't result in normal
Red (error). System Status, continue to
next step.

7 Check state codes for Jupiter and

If Then
Spaceway or RX/TX codes for Ku
devices.

© 2022. Al Yah Satellite Communication Company PJSC (Yahsat), A Mubadala Company.

3
 Jupiter State Codes
Codes indicate Continue to next step.
Tx/Rx
normal operation.

Codes indicate a Troubleshoot using state

problem. code document (links to the
left).

8 Ask the customer if they have a
router between the terminal and the
computer.
If they have a router, have the plug the computer
directly into the terminal.
If the issue is resolved, explain the issue with the
router, document and close the case.
If the issue remains, continue to the next step.

9 Escalate Escalate the case to the next level support.

© 2022. Al Yah Satellite Communication Company PJSC (Yahsat), A Mubadala Company.