HarbourSat ServiceDesk – Modem Support

I Need Support Now !!!

  1. Please reboot your Modem, wait until the lights illuminate, then reboot your router/hub if you have one and lastly after a few minutes, then reboot your PC.
  2. Contact the Harbour IT Service Desk via one of the following :
    1. Fax 1300 766 909 
    2. Email to nswsupport@harbourit.com.au
    3. Voice call (or voice message for out of hours service) to 1300 307 832 for Service Desk during scheduled hours of operation.
  3. Pls ensure you have the following information where possible:
    • Circuit ID : E.g. SW8-123454 (example only)
    • CPA Number : E.g. 1202 (example only)
    • Your NAme
    • Preferred contact number (if call back needed)
    • Preferred contact time (if needed)
    • Brief description of problem and please note any error messages
    • Which lights are illuminated on Satelitte Modem?
      (Power [] RX [] SYNC [] On-line [] Tx [])
    • Which version of Windows are you using? I.e., Windows 2000, XP

SkyEdge IP Modem Front Panel Indications

Fault Type Fault Symptoms PWR RX SYN On-Line TX
Normal Normal Operation

X

X

X

X

#
A RF Problems (pwr light only)

X

 

 

 

#
B No Browsing - Hub Problems

X

X

 

 

#
C No Browsing - VSAT Install

X

X

X

 

#
D No Browsing - Networking

X

X

X

X

#
E PC - Slow Browsing

X

X

X

X

#

(Note: X = LED is on, # = TX LED lit only during transmit)

Fault Type – Decode Chart (Indicates the areas the Harbour IT will investigate)

A

Pwr Light only
Check:

  1. Tx & Rx cables reversed,
  2. RX cable may be faulty, LNB failure
  3. Wrong modem parameters or Modem failure
  4. Hub outbound failure
  5. Rain Fade
  6. Antenna Misalignment
B

Signifies Problems at the Hub or antenna mispointing

  1. Call Helpdesk/BOC (IFMS)
  2. VSAT Configuration
  3. Possible Antenna misalignment/misspointing/polarisation (90° out)
C

Signifies problems with VSAT Transmit path

  1. TX cable faulty, SSPA faulty or disconnected, dirty or loose connections
  2. Wrong Parameters entered into VSAT Modem
  3. VSAT Shutdown by NMS
D

Signifies problems associate with PC configuration

  1. Check PC configuration using IPCONFIG
  2. IP address should be in the range of VSAT IP address
E

Modem indications appear normal, but browsing is slow

  1. PC Proxy configuration wrong
  2. Are other applications accessing the internet? (mail, other downloads simultaneously)
  3. Network bandwidth utilisation

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