Helpdesk Troubleshooting Guide
Before contacting the IraqSat Helpdesk, please complete the information below. This will help us assist you in a timely manner.
Customer: __________________________
Site ID (if known): __________________________
Site Address: __________________________
Grade of Service: __________________________
Contact person: __________________________
Tel Phone No: __________________________
Email address: __________________________
MSN / ICQ / AIM details: __________________________
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S1 Is the Satellite equipment functioning correctly?
Check that the equipment is displaying the correct status lights and information.
If the Satellite system is functioning correctly, the PES unit (the smaller grey box) should display:
IF / .
PC / 16 dB
The last number, the signal quality strength, should be any number above 16. If not, please see point S2.
If the display has other letters or numbers before or after the / characters, try rebooting the system. If the system still does not function 15-20 minutes after a reboot, contact the IraqSat Helpdesk using the procedures at the end of this document.
S2: Can you ping the VSAT? To computers on the internet?
What is the average response time of the ping?
To perform the above test, please do the following:
Connectivity Tests
A) Can you ping your gateway, or the Brighton box?
To perform this test, open a DOS command window (Start Run: cmd) and
C:> ping 10.29.4.66
(10.29.4.66 is an example, you need to check for the correct Gateway IP Address for your site)
If the ping time out, then your computer is not connected to the network,
- check your cable connection,
- check the VSAT connection,
- check the Hub or switch connection,
- if you have Wireless connection, then check your signal strength, and check your Access Point is connected to the switch/hub
If you get a response, then proceed to the following test:
B) Verify that you have IP connectivity to the Network Operation Center (NOC).
To perform the test, open a DOS or terminal console and ping to 209.120.139.10 with a 5 second timeout, by typing the following command:
C:> ping -w 9000 -n 10 209.120.139.10
As soon as the ping starts you will see the following result:
Pinging 209.120.139.10 with 32 bytes of data:
Reply from 209.120.139.10: bytes=32 time=2164ms TTL=39
Reply from 209.120.139.10: bytes=32 time=2148ms TTL=39
Reply from 209.120.139.10: bytes=32 time=2159ms TTL=39
Reply from 209.120.139.10: bytes=32 time=4688ms TTL=39
Reply from 209.120.139.10: bytes=32 time=2058ms TTL=39
Reply from 209.120.139.10: bytes=32 time=1929ms TTL=39
Reply from 209.120.139.10: bytes=32 time=2109ms TTL=39
Reply from 209.120.139.10: bytes=32 time=2661ms TTL=39
Reply from 209.120.139.10: bytes=32 time=2108ms TTL=39
Reply from 209.120.139.10: bytes=32 time=1968ms TTL=39
Ping statistics for 209.120.139.10:
Packets: Sent = 10, Received = 10, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 1929ms, Maximum = 4688ms, Average = 2399ms
The test is successful if the count of Lost Packets is less then 20% and the Average round trip time is below 3000 ms.
This test also indicates that the VSAT is connecting to the NOC in Germany.
C:> tracert 195.238.63.17
Please do this test and note down the results,
Tracing route to 195-238-63-17.direcpceu.com [195.238.63.17]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.2.1
2 * * * Request timed out.
3 6 ms 7 ms 6 ms 10.29.4.65
4 2139 ms 3007 ms 3239 ms 172.28.1.1
5 2091 ms * 2226 ms 10.0.0.49
6 1918 ms 2159 ms 1919 ms 10.0.0.1
7 1918 ms 1599 ms 2719 ms 192.168.41.254
8 2237 ms 1649 ms 2199 ms 195-238-63-17.direcpceu.com [195.238.63.17]
Trace complete.
It is normal for the first or second entry to time out. This test proves connectivity to NOC. Try again with traceroute 209.120.139.10 to test connectivity to the internet. This will be much longer, between 25 and 30 entries. If either test fails, then note down where the test has failed and inform Helpdesk.
S3: Has the DW1000/5000 been rebooted?
If no, disconnect the power to both the PES 5000 (the grey, top unit) and DW1000 (the black, bottom unit) and wait 15 seconds and then reconnect the power.
You will notice the PES display going through a number of different alpha numeric changes.
Normal PES LCD sequences are:
PC: 5/6., 8/E., 7/1. 7/4. / .
IF: F/E., /E., / .
Both LCDs should go to / . within 15-20 minutes. If not there may be a problem. Call the IraqSat Helpdesk using the procedures at the end of this document.
On the Brighton box, the display should go to 0.6. within 5 minutes. If not there is a possible fault. Call the IraqSat Helpdesk using the procedures at the end of this document.
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S4: Are the weather conditions normal?
Is the weather particularly bad at the site? Dust storms, heavy rain, thunderstorms, and snow all affect satellite performance.
If you are experiencing bad weather, please wait for these conditions to change before calling the IraqSat Helpdesk. Bad weather at the NOC (Frankfurt, Germany) can also affect performance and operation.
S5: Are all cables plugged in?
Please check to see that no cables are loose. This includes power, co-axial, and Ethernet. Are the power cables correctly plugged into a power source?
S6: Can you browse to http://195.238.48.11/dl ?:
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You should be able to see the above window.
At this point make a right mouse click on the 50mb.pak file and when prompted save to the desktop.
The download will commence, please take a note of the average download speed. Normal speeds are above 50 to 60 KBps. If not there may be a problem. Please record the average download speed, and call the IraqSat Helpdesk using the procedures at the end of this document.
S7: From a DOS or terminal prompt enter:
ping w 9000 www.yahoo.com
Please record the results of this ping and have it ready if you call the IraqSat Helpdesk.
S8: Contacting the IraqSat Helpdesk for support
A. Have the information listed on page 1 available when calling
B. Run the tests outlined above prior to calling
Contact the Helpdesk by the following means:
A. Email: support@iraq-sat.net
B. MSN Messenger: support@iraq-sat.net
C. Telephone IraqSat Baghdad - VSAT +964 790 190 8337
IraqSat Helpdesk will log your call and go through a routine number of questions to establish the nature of the problem your are having. This process could take few minutes. These questions and answers will help to assess the likely source of the problem and how to go about solving it.
If the problem is not solved, then the Helpdesk will log the issue with Hughes Network Systems Helpdesk, who will resolve it.