Tachyon Troubleshooting Guide

rev.2006-02-01 - download the latest version of this guide at www.iraq-sat.net

System information

Please have the following system information ready, and record it here. It will help you during troubleshooting, and will be needed if you contact tech support. This information can be found in the welcome letter you were given when you purchased service from IraqSat, and is also on a label on the Tachyon IDU (InDoor Unit).

Before you begin

Before you begin troubleshooting, please check the following pages on the IraqSat web site. The HTML version of this document has many links to these documents, but you can still work from a printed or PDF copy of this troubleshooting guide. If so, you may wish to print these pages for your reference.

What you will need

You will need a PC running MS Windows, a network cable, and a crossover network cable. One crossover cable is commonly provided at install time, and is usually attached between the Tachyon IDU and your router. It is marked with black or red tape at both ends.

This guide assumes you are using MS Windows XP and MS Internet Explorer 6 or higher. Other browsers and versions of Windows will also work, but may have different commands, methods, and appearance. Familiarity with Windows PCs and an understanding of basic concepts of IP networking is strongly advised.

Troubleshooting your Tachyon VSAT

Follow the following steps in order. When you contact technical support, include the results of each question, and provide as much information as possible.

1. The Tachyon Administrative Web Page

The Tachyon IDU includes an HTTP ("web") interface, called the Tachyon Administrative Web Page. From this interface, you can identify most problems with the unit.

1.1. Open the Tachyon Administrative Web Page

Using Internet Explorer, open the Tachyon Administrative Web Page. To do this, put the Gateway IP address into your Address/Location bar and hit the Enter key. You will be prompted for a username and password. Example (replace with your Gateway IP):

The above username/password is the system default. However, customers are strongly advised to change the password. If you cannot login with these settings, ask your local administrator for the password. To reset the password, contact technical support and include your TAP number.

Internet Explorer should display the Tachyon Administrative Web Page:

Figure 1.1: Tachyon Administrative Web Page

If no, skip to section 2.

If no, your service is not provided by IraqSat. You cannot contact our technical support. Please contact your provider for assistance.

1.2. Check the Faults page.

In the Tachyon Administrative Web Page, there is a "Faults" link in the left frame, under the "Status" section. Click on this link for more information.

Figure 1.2: Faults page

The Faults pages displays many statistics about the state of the system. This page can be used to diagnose most problems with your Tachyon system. Below is an example Faults page from a normal system. Your system may be different.

Problems on the Faults page appear at the first message with red text, such as PROBLEM, BAD, or DISABLED. Working systems are marked with green text as they checked by the system, such as GOOD or ENABLED. Components are checked and enabled in the order shown on the table - first the LNB, then the receiver, then finally the transmitter. If any preceding component has an error, all following ones will as well.

When the Faults page does show an error, the "Notes" column may make recommendations on how to fix it. Follow these recommendations to try to repair the problem.

Here is a table of the most important fault statistics and their common values.

Figure 1.4: Important faults statistics and their common values.

If there are errors, save the Faults page. To do this, click in the Faults frame, then select the "File" menu, and choose "Save As ..." Select the file type "Web Archive, single file (*.mht)", and hit the "Save" button. Email this file to technical support, and include your TAP number and Gateway IP. If you cannot save the Faults page, copy and paste all of the faults statistics listed in figure 1.4 into the body of the email.

1.3. Check the Account Data page

In the Tachyon Administrative Web Page, there is an "Account Data" link at the bottom of the left frame, under the "Service" section. Click on this link for information about your service level and account.

The Account Data page is updated daily at 0200 GMT. If your system is not online at this time, this page will be out of date or blank. To update your Account Data, ensure the unit operating at this time. The display of the Account Data page does not directly affect your service; it only displays a recent usage statistics.

Priority, MVT, and Profile

Tachyon traffic is prioritized and profiled. Under this system, customer traffic is given priority as long as they do not exceed their Monthly Volume Transfer (MVT) limit and stay within profile - a specific ratio of download to upload traffic. Here is a table of service levels and their MVT and traffic profile values. If your service has a custom MVT or profile, this table does not apply.

Figure 1.6: Levels of service, with MVT and traffic profile limits

Tachyon Enterprise customers

When a customer with Tachyon Enterprise service goes over MVT, their traffic is "deprioritized". Without priority, service is much slower and less reliable. If your service is unusually slow or intermittent, your traffic may be deprioritized.

With Tachyon Enterprise service, MVT is measured by averaging customer usage across several periods of 30 consecutive days. The number of days left in the cycle and data used so far does not indicate when MVT will be reset.

Tachyon Express customers

With Tachyon Express service, MVT is reset each month, and the customer can purchase additional blocks of data as needed. The number of days left in the cycle and data used so far indicates how close you are to exceeding your limit. If your usage as reported in the Account Data page has exceeded your MVT, your service is suspended.

If yes, contact our sales department to purchase a higher level of service or additional blocks of data.

1.4. Try to browse the web

If all tests have passed so far, try to browse the web. Using Internet Explorer, open any common site such as www.google.com or www.yahoo.com.

If no, your Tachyon unit is functioning correctly. If you are still having a problem, try the performance tests in section 4 or the local network and PC tips in section 5.

2. Verify network connectivity

If you cannot access the Tachyon Administrative Web Page, you may have a local network issue.

2.1. Connect one PC directly to the Tachyon IDU

Directly connect a crossover Ethernet network cable from a single PC directly to the LAN port on the back of the Tachyon IDU. If you do not have a crossover network cable, connect both the Tachyon and the PC to a switch and disconnect all other cables from the switch. This will eliminate your local network as a possible cause of the problem. Make certain this PC is operating normally and free of viruses. See sections 5.1 and 5.2 for more information.

You should see green and amber link lights on the LAN port, and message in Windows that "Local Area Connection is now connected".

Does the link light come on?       yes / no

If no, check your network cable and your PC for hardware problems. If you cannot make a connection, go on to section 3.

2.2. Manually assign an IP address to your PC

Open the "Start" menu, then "Control Panel", and select "Network Connections". Right-click on "Local Area Connection" and choose "Properties". From the list, select "Internet Protocol (TCP/IP)" and click the "Properties" button. Assign a manual IP address from the range specified in your welcome letter. If you don't know your IP range, try using the next IP address after your Gateway IP. Example (replace with the correct IP and Gateway settings):

2.3. Disable your Internet Explorer proxy

Open Internet Explorer. Go to the "Tools" menu, then select "Internet Options". Select the "Connections" tab, then click the "LAN Settings" button. Uncheck the proxy options "Automatically detect setings", "Use automatic configuration script", and "Use a proxy server for your LAN". Hit "OK" until all menus are closed.

2.4. Try to open the Tachyon Administrative Web Page

Go back to section 1 and try to open the Tachyon Administrative Web Page.

If yes, complete the steps in section 1.

2.5. Ping the Tachyon Gateway IP

Open a command prompt. Open the "Start" menu, then select "Run". Type "cmd" in the field, and hit "OK". A black command prompt window will open.

Type "ping 81.31.0.1" and hit Enter. Replace the example IP with your Gateway IP. A successful ping response looks like this:

Pinging 81.31.0.1 with 32 bytes of data:

Reply from 81.31.0.1: bytes=32 time=11ms TTL=64
Reply from 81.31.0.1: bytes=32 time=3ms TTL=64
Reply from 81.31.0.1: bytes=32 time=3ms TTL=64
Reply from 81.31.0.1: bytes=32 time=3ms TTL=64

Ping statistics for 81.31.0.1:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 3ms, Maximum = 11ms, Average = 5ms

While a failure looks like this:

Pinging 81.31.0.1 with 32 bytes of data:

Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 81.31.0.1:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss)

If the error message displayed is "Request timed out", your IP address is not configured correctly, or there is a major configuration error with the Tachyon IDU. Please repeat section 2.2 and make sure you are using an IP address within the valid IP address range available to your PCs. If you do not know your valid IP address range, contact technical support and provide your TAP number.

If the error message displayed is "Hardware error", you did not follow all the steps in section 2.1. Go back and try again.

If the error message displayed is "Destination host unreachable", your IP settings may not be correct in section 2.2. Go back and try again.

2.6. Reboot the Tachyon IDU

Reboot the Tachyon IDU and repeat from section 2.1. Many local network problems can cause the unit to lock up until next reboot.

If no, go on to section 3.

3. Is the VSAT hardware functioning correctly?

The Tachyon IDU consists of a single component, integrating the functions of a receiver, transmitter, and gateway. There are three common versions of the Tachyon IDU:

• Tachyon 4U - CI1100 - Has a blue/green face, is 4U (7", 18cm) high, the same size as a desktop PC
• Tachyon 2U - CI1200 - Has a black face, is 2U (3.5", 9cm) high and is rack-mountable
• Tachyon 1U - CI1300 - Has a black face, is 1U (1.75", 4.5cm) high and is rack-mountable

The CI1300 is now the standard Tachyon IDU, but all three run the same software and have similiar internal components. CI1300 components (IDU, ODU, and dish) are not interchangeable with older models. This section assumes you have a CI1300 IDU, but steps are similiar for other IDU models as well.

3.1. Check the status lights

The Tachyon IDU has two status LEDs on its face. These are marked "Power" and "Status".

Figure 3.1: Tachyon IDU status lights in normal operation

In normal operation, both lights are solid green.

If no lights are on, there is no power to the IDU. Check the power supply to make sure it is plugged in and undamaged.

IMPORTANT: The CI1100 and CI1200 IDU models have a non-autosensing power supply with a manual voltage select switch. Make certain the voltage is set to the correct voltage supplied in your area (110V/60Hz or 220V/50Hz). Failure to do so will destroy the power supply and possibly the entire IDU. The CI1300 IDU is autosensing and can operate on either voltage automatically.

If the power light does not come on when power is supplied, please contact technical support.

If all lights are normal, go back to section 2 or section 1.

3.2. Check the cables

Several cables connect to the IDU in back.

• Power cable - connects to a DC power supply from AC mains power
• Receive co-axial cable - connects to LNB, the receive part of the ODU, at the antenna/dish
• Transmit co-axial cable - connects to BUC, the transmit part of the ODU, at the antenna/dish
• Ethernet cable - connects to PC, switch, router, or other network equipment

IMPORTANT: Always turn off the Tachyon IDU power before connecting or disconnecting any cables, except network cables. Failure to do so may damage the unit and void your warranty.

Figure 3.2: Tachyon IDU, rear view

If any cables or connectors are damaged, contact technical support to order replacements.

If any cables are disconnected, connect them and go back to section 3.1.

3.3. Check the dish

Check the dish for any signs of damage or misalignment. Once pointed by a professional engineer, even the slightest change to the alignment will cause the VSAT unit to stop working. Damage to the dish, support arms, ODU, or other components can prevent the VSAT from functioning. Even the slightest bending of frame parts can render the dish useless, by permanently moving the ODU out of the focal point of the dish.

If the dish has been damaged, contact technical support.

3.4. Check the weather

Snow, hail, heavy rain, and dust and sand storms can all cause enough interference to prevent the VSAT unit from working. If the system functions in normal weather, but is interrupted in heavy weather, it may be necessary to repoint the dish, buy a larger diameter of dish, or to simply wait for the storm to end.

Twice each year, the regular movement of the sun can cause it to disrupt communications from the satellite in orbit. These interruptions last only a few minutes and are predictable in advance. When possible, IraqSat will announce these interruptions to our customers via email or our web page.

4. Performance tests

This section is for testing the performance of your Tachyon system. Before performing these tests, complete all previous troubleshooting steps.

4.1. Download speed test

This test measures the download speed of your connection in kbytes/sec. VSAT Internet service is different from other broadband services, meaning other tests such as "Internet speedometer" sites are not a reliable measure of your network connection. The following is the only test you should rely on to measure your download speed.

Connect only one PC to the Tachyon IDU as in section 2.1 above. Using Internet Explorer, run the following test.

1. Open the download test site:

   http://195.238.48.11/dl

   
   

   Figure 4.1: Download test site

2. Click on the file 300mb.pak and choose to save it anywhere.
3. The download window will be displayed:
   
   

   Figure 4.2: download window for 300mb.pak

4. Let the download proceed for 60 seconds or more, then note the download rate. In the above example, the file is downloading at 131 Kbytes/sec.
5. Repeat this process for 3 files total. If you have run this test recently, choose different file names or clear your browser's cache first.

Note: Bandwidth (Internet service) is sold in kilobits/sec (kb/sec or kbit). Internet Explorer reports speeds in kilobytes/sec (kB/sec or kbyte). 1 kbyte = 8 kbits. Therefore 2048 kbit service will show download speeds no higher than 256 kbytes/sec.

Tachyon service is a prioritized, shared bandwidth system. Expected download rates vary with the grade of service (GOS), the time of day, and average network load. Here are some reference values for prioritized service. Your site will perform less than these values if it is deprioritized. See section 1.3 for more details.

If your site is below these averages, you may have a problem with your PC, such as a virus infection or hidden software that is consuming bandwidth. See section 5 for more information. If you suspect a problem with your service, contact technical support and include the results of the download tests.

4.2. NOC ping test

Problems in the Network Operations Center (NOC) or their DNS servers can cause your VSAT Internet service to be interrupted. Run these ping tests to verify basic connectivity to the NOC. See section 2.5 for more details on how to use ping.

1. Open a command prompt. Open the "Start" menu, then select "Run". Type "cmd" in the field, and hit "OK". A black command prompt window will open.
2. Type "ping -w 5000 81.31.192.131" and hit Enter. This is the primary Tachyon DNS server.
3. You should get responses between 700 and 2000 ms.

   Pinging 81.31.192.131 with 32 bytes of data: Reply from 81.31.192.131: bytes=32 time=802ms TTL=59 Reply from 81.31.192.131: bytes=32 time=721ms TTL=59 Reply from 81.31.192.131: bytes=32 time=957ms TTL=59 Reply from 81.31.192.131: bytes=32 time=878ms TTL=59 Ping statistics for 81.31.192.131: Packets: Sent = 4, Received = 4, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 721ms, Maximum = 957ms, Average = 839ms

If the NOC ping test fails, but all of the previous tests have passed, there is a connectivity problem between your Tachyon IDU and the NOC. Contact tech support and include the results of the ping test.

4.3. Internet ping test

The NOC is the point where your network connects to the rest of the Internet. Once you have verified you have a connection to the NOC, check for a connection to the Internet beyond. Run the ping test again, this time to a server outside of the NOC:

1. Open a command prompt as in section 4.2 above.
2. Type "ping -w 5000 62.189.250.9" and hit Enter.
3. As before, you should get responses between 700 and 2000 ms.

If the Internet ping test fails, but all of the previous tests have passed, there is a connectivity problem between the NOC and the rest of the Internet. Contact tech support and include the results of all ping tests. We will inform the NOC of the problem, and assist them to resolve it as soon as possible.

4.4. DNS test

If the Internet ping test succeeds, but you still cannot browse, there may be a problem with the DNS servers. Test them using the nslookup command.

1. Open a command prompt as in section 4.2 above.
2. Type "nslookup -timeout=5 www.google.com 81.31.192.131" and hit Enter.

   Server: cache1.ip.eu.tachyon.net Address: 81.31.192.131 Non-authoritative answer: Name: www.google.com Address: 216.239.59.104

3. Repeat this test with the second DNS server, replacing 81.31.192.131 with 81.31.192.203 in the command above.

If the DNS test fails, but all of the previous tests have passed, there may be a problem with the NOC DNS servers. Contact tech support and include the results of this test.

4.5. Traceroute test

The Windows tool tracert shows you the path a network packet takes to reach its destination. If you cannot reach a particular site, or to identify where your traffic is stopping, use this test.

1. Open a command prompt as in section 4.2 above.
2. Type "tracert 62.189.250.9" and hit Enter.
3. The trace will step through each "hop" in the network, showing ping times and the name of the router or server that is passing your traffic. Here is an example trace:

Tracing route to tahs1.silverserve.com [62.189.250.9] over a maximum of 30 hops: 1 1 ms 1 ms 1 ms 192.168.3.1 2 1 ms 1 ms 1 ms 1-0-31-81.ip.eu.tachyon.net [81.31.0.1] 3 563 ms 1100 ms 1194 ms nlambrt1-fe-0-0-0u6.ip.eu.tachyon.net [81.31.206.3] 4 1205 ms 995 ms 817 ms 212.72.44.105 5 591 ms 955 ms 1455 ms ge-1-2.core2.amsterdam1.level3.net [213.244.165.102] 6 1235 ms 1062 ms 1202 ms pos3-3.br1.ams3.alter.net [146.188.67.201] 7 1190 ms 1201 ms 1112 ms so-0-2-0.tr1.ams2.alter.net [146.188.3.213] 8 1217 ms 1485 ms 1205 ms so-1-0-0.tr2.lnd9.alter.net [146.188.15.30] 9 929 ms 581 ms 602 ms so-6-0-0.xr1.lnd9.alter.net [146.188.15.42] 10 1192 ms 1204 ms 1192 ms pos3-0.cr1.lnd10.gbb.uk.uu.net [158.43.150.97] 11 611 ms 1194 ms 1208 ms pos0-0.hr1.lnd10.gbb.uk.uu.net [158.43.150.122] 12 1188 ms 1206 ms 898 ms ge-6-0-0.ur1.lnd10.gbb.uk.uu.net [158.43.150.106] 13 1193 ms 1099 ms 803 ms ge1-1.ds2.lnd10.gbb.uk.uu.net [62.189.150.70] 14 1201 ms 1197 ms 715 ms tahs1.silverserve.com [62.189.250.9] Trace complete.



4. Note: The sites ending in "tachyon.net" are sites in the Tachyon NOC. The network traffic moves from the NOC to the Internet in step 4 above.
5. To cancel a running traceroute, hit Ctrl+C.

In most cases, the network problem begins where the traceroute timeouts begin. However, some networks or sites - for example, hotmail.com - ignore traceroute for security reasons. If you see a series of timeouts after the traffic leaves the NOC, you may have reached your destination but the site is ignoring traceroute.

5. Local network problems

Problems with your local network can affect your VSAT Internet connection. LAN problems are not covered under the IraqSat support plan, and you should always eliminate this as a possible cause of your problems before contacting technical support. If a problem is found to be caused by a customer's LAN, we will bill the customer for the cost of the support call and, if necessary, site visit.

5.1. PC problems

All of the tests in sections 2 and 3 above are performed with a single PC connected directly to the IDU. This is done to eliminate the customer LAN from the possible causes of problems. However, the PC itself can still be the cause. Always make sure your PC's are kept up to date with Windows Update and are clear of any suspicious software or viruses that affect network performance.

5.2. Viruses

A virus can slow down or halt your network and VSAT Internet connection. Further, having a virus on your network is a violation of the IraqSat virus policy, and your service can be suspended for it. See the Frequently-Asked Questions document (listed above) for more information on keeping your network clean of viruses, and removing infections if you already have them.

5.3. Failed network hardware

Routers, switches, servers, UPS systems, and other equipment can fail. If this equipment is critical to the function of your network, such as a router, your LAN may be cut off from your VSAT Internet connection. In such a case, the VSAT is still operating, but your users cannot tell. Always check your network equipment for problems before contacting technical support.

5.4. Irregular network performance

If one PC has no network access when another is working normally, the problem is the PC or the local network. If one PC has very slow download speeds, but others are normal, the problem is the PC or the local network. Always make certain that the problems is universal within your network before contacting technical support.

Contacting technical support

Before contacting support, please see the frequently-asked questions document, and follow all steps in this troubleshooting guide. The support staff will require several pieces of information found in the troubleshooting process in order to help you.

If no, run the tests before contacting technical support.
If yes, please include the following information when you contact support.

Technical information:

• One or more of the following forms of identification:
  • TAP number, example: TAP 000
  • Gateway IP address
• The point in the troubleshooting guide where you found a problem, and the answers to the questions there.

Personal information:

• Your full name, and if military, your rank and unit
• Where the VSAT is located (nearest city, and if military, the camp name)
• Phone numbers where we can reach you
• All email addresses you'd like us to reply to

Email

To report a problem or request support, please email support@iraq-sat.net. Include the results of all the tests in this guide, and place your TAP number in the subject line. If you do not include enough information, we will reply and ask for it. The more information you give us, the faster we can solve your problem!

Example

Here is an example email, providing the information we need to diagnose the problem:

Phone

If you are unable to contact us by email, please contact us by phone at one of our offices. See the IraqSat web page for current phone numbers.