Hughes Proprietary

HughesNet Remote Software Version 5.4.0.X Training

HughesNet Powered By Partner and Value Added Reseller (VAR)

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All rights reserved. This publication and its contents are proprietary to HUGHES. No part of this publication may be reproduced in any form or by any means without the written permission of HUGHES, 11717 Exploration Lane, Germantown, Maryland 20876.

Copyright © 2007 HUGHES Proprietary

Send any questions about this course to CSTRAINING@hns.com and mark the subject line HNTR-0032 Rev.1.

Proprietary Notice

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About this Course

This course is for HughesNet Powered By Partner’s and Value Added Reseller (VAR) Help Desk Agents who provide technical support to HughesNet remotes running 5.4.0.X softwareThe new diagnostic features in the 5.4.0.X software are used to enhance HughesNet remote on-site troubleshooting efforts when walking the customer through standard troubleshooting steps

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Course Pre-requisites

Pre-requisites to learning diagnostic features of 5.4.0.X software– Basic trouble isolation processes and procedures for

HughesNet Remotes with• Diagnostic tools on the remote’s System Control

Center, and• Advanced troubleshooting tools on the Advanced

Statistics pages

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Course Outline

I. Introduction to remote SoftwareA. Help Desk Agent’s trouble isolation procedureB. Trouble isolation functionalityC. Remotes running 5.4.0.X software D. 5.4.0.X software home page diagnosticsE. 5.4.0.X software advanced statistics diagnostics F. Automated problem detection

II. 5.4.0.X Software System Control Center FeaturesIII. 5.4.0.X Software Advanced Statistics Page Diagnostic FeaturesIV. Hourly History Troubleshooting ProceduresV. Resources

A. KB Articles and Troubleshooting Procedures B. Home Page DiagnosticsC. Advanced Page Diagnostics

VI. Appendix A – Terms and AcronymsVII. Appendix B – KB ArticlesVIII. Appendix C – 5.4.0.X Software Diagnostic MessagesIX. Change Log

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Course Objectives

To provide the knowledge of how to use Software Version 5.4.0.X diagnostic featuresUpon completion, you will be able to: – Identify which software version is assigned to which

HughesNet remote – Understand and use the 5.4.0.X diagnostic feature

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Introduction to Remote Software

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Help Desk Agent’s Trouble Isolation Procedure

When troubleshooting a customer’s problem Help Desk Agents will: 1. Ask the customer what they have determined so far, if

they have used the Diagnostic tools, then determine what problem they were able to isolate to (i.e., I cannot access the System Control Center) and what steps they have performed (restarted unit, ping test, etc.) and record their observations, do a little verification of their observations

2. Help Desk Agents will step the customer through the troubleshooting process using the diagnostic features within the System Control Center and the Advanced Statistics pages and follow standard troubleshooting procedures

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Trouble Isolation Functionality

HughesNet provisions its remote software builds to provide data outputs to be used specifically for trouble isolation purposes5.4.0.X Software features an Automated Problem Detection System that allows the automatic collection of data from many different statistical data collection points within the HughesNet remoteThis course presents the trouble isolation functionality within the 5.4.0.X software and the available operational statistical data history– Problem Troubleshooting outputs available to the

customer– Help Desk Agent facing Advanced Statistics Diagnostic

outputs

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Remotes Running 5.4.0.X Software

5.4.0.X Software builds are assigned as follows:– DW6000 – Version 5.4.0.16– DW7X00 Series – Version 5.4.0.28– HN7X00S Series – Version 5.4.0.28

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5.4.0.X Software Home Page Diagnostics

Diagnostic Utilities links on the System Control Center Home page– Connectivity Test– Problem TroubleshootingProblem Troubleshooting– What the Diagnostic Messages Mean?

• Diagnostic Message List (Appendix C)• Diagnostic Messages links

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5.4.0.X Software Advance Statistics Diagnostics

Hourly HistoryArchived RecordsIP Address StatsLAN1 StatsTTMP HistoryPer TPS HistoryCPU Usage StatsGenerate TrafficExpert Diagnostic Links on the Advanced Statistics Page– Ping Test link

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Automated Problem Detection

Each problem detected by the remote is associated with a set of statistics– Each statistic, in turn, is associated with thresholds to

classify it as Good, Bad or Marginal – If all statistics included in a problem signature have

“Good” values, the problem is not indicated – If any of the statistics included in the signature is “Bad”,

the problem may get indicated– If any of the statistics in a problem signature have

“Marginal” values, the problem is indicated• For example, Stream-NAK-to-Ack percentage is

included in the signature for Uplink Errors• If the Stream-Nak-to-Ack percentage during a

specific time interval exceeds the “Bad” threshold, it shall cause “Uplink Errors” to be identified as an issue during that interval

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5.4.0.X Software System Control Center Features

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Software Diagnostic Utilities

There is a new Problem Troubleshooting

link that is available to the customer from the System Control Center Home Page

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Problem Troubleshooting

This feature is intended to include typical troubleshooting steps that can be used by the customer to allow faster and better troubleshooting on his own or under the guidance of a Help Desk AgentFor example:– The customer is provided a drop-down menu with typical

customer problems such as:• “Web Pages paint slowly”• “It takes a long time to download big files”

– Another drop-down menu with a time interval is provided• Last 15 minutes• 15-30 minutes ago

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Problem Troubleshooting Steps

The customer selects a problem description that most resembles the problem being experienced (5 choices are available); a time frame in which the problem occurred; and conducts a diagnostic test that will provide a troubleshooting analysis whose output will direct the user to take some specific troubleshooting step(s)

Customer Troubleshooting Choices

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Problem Troubleshooting Choices

The Five Problem Choices are:– My web pages paint slowly– I see red Xs or broken images on web pages– Big files download slowly– Takes a long time to send big email attachments– I cant browse any web site

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Problem Troubleshooting Process

The customer’s problem and the time interval information is used to determine system problems that may be causing the problemThe detected system problems are then displayed as separate line items with appropriate help information as Diagnostic Messages for each problemIf no problem is detected the Help Desk Agent will use the knowledge base to conduct more advanced troubleshooting

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Customer Problem – System Problem Mapping

Customer Problem Corresponding System Problem List

My web pages paint slowly Cabling/Antenna Pointing, Fair Access Policy, Outroute, Network Congestion, Uplink Errors, Slow Uplink, Web Acceleration - NOC, Web Acceleration - VSAT, DNS Acceleration - NOC, DNS Acceleration - VSAT, VSAT Internal, LAN

I see red Xs or broken images on web pages

LAN, Uplink Errors, Outroute, Web Acceleration - NOC, Web Acceleration - VSAT, DNS Acceleration - NOC, DNS Acceleration - VSAT, VSAT Internal

Big files download slowly LAN, Uplink Errors, Outroute, Fair Access Policy, Network Congestion, Web Acceleration - NOC, Web Acceleration - VSAT, VSAT Internal

Takes a long time to send big email attachments

Uplink Errors, Slow Uplink, Outroute, LAN, Cabling/Antenna Pointing, VSAT Internal, Network Congestion

I cannot browse any web sites

LAN, Cabling/Antenna Pointing, Outroute, Fair Access Policy, Uplink Errors, Web Acceleration - NOC, Web Acceleration - VSAT, DNS Acceleration - NOC, DNS Acceleration - VSAT, VSAT Internal

This table represents diagnosed customer problems mapped to system level problems

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Diagnostic Message for “Cable/Antenna Pointing”:

Appendix C: 5.4.0.x Software Diagnostic Messages details all diagnostic messages

System Problems = Diagnostic Message Results

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There are Thirteen possible diagnostic messages– Cabling/Antenna Pointing– Downlink– Uplink– Uplink Queuing– TCP Acceleration– IP Gateway– RTT– Web Acceleration [N]– Web Acceleration [I]– DNS Acceleration [N]– DNS Acceleration [I]– IDU– LAN

Software Diagnostic Messages

The Cabling/Antenna Pointing Diagnostic Message appears as:

Appendix C - 5.4.0.X SoftwareDiagnostic Messages display what the customer will view

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5.4.0.X Software Advanced Statistics Page

Diagnostic Features

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Gathering and Maintaining Problem Statistics

The remote gathers and maintains various statistics from different data points in the system at short interval, typically 5 minutes, and long intervals, typically 1 hourA problem is flagged in a time interval if the status of “at least” one of the statistics in the problem’s signature is Bad

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Diagnostic Links on Advanced Statistics Page

Two categories of Diagnostics Links:– Main: Links

that are most commonly used for troubleshooting

– Expert: Links that are to be used only by Engineering

Main

Expert

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Main Diagnostic Links

Hourly HistoryArchived RecordsIP Address StatsLAN1 StatsTTMP HistoryPer TPS HistoryCPU Usage StatsGenerate Traffic

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Hourly History Link

Green check mark means that the module status was ACCEPTABLE Red X mark means that the module status was BAD in that monitoring interval Black exclamation mark (in yellow background) means that the module status was MARGINAL The Hourly History link shows the problems detected in each hour interval in the past 24 hours

Hourly System Problem History

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Archived Records Link

The Archived Records page provides diagnostics reports from previous days that are saved to the remote’s flash disk

Engineering will pull these reports from time to time to review the saved historical diagnostic information

When instructed Help Desk Agents will either click the Save System History button or instruct the customer to do so

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Expert Folder

Links under the Expert folder are for more detailed debuggingThey provide more detailed module level statistics and other utilities that are only expected to be used by EngineeringPing Test link provides access to a ping utility tool

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Ping TestThe Ping Test utility allows the user to initiate pings from within the remote

It provides the following links:– Ping Host: This link allows the user to ping

a specific host IP address– It comes filled with default values for various

parameters required for the ping test– The host field should contain the IP address

of the host to be pinged, pinging hosts using their domain name is not currently supported

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Ping Test, ContinuedThere are two types of ping tests – Host Is Alive – sends 5 simultaneous ping request packets without

any inter request delay to the host, the host is considered alive if response is received to even one of the ping requests

– The number of echo requests parameter is ignored while doing a “host is alive” type test

– Link Health – sends the configured number of ping request packets with the configured inters request delay

– This is typically used to check the health of link by sending a few ping packets and looking at the results to see if there were any timeouts and the minimum/maximum and average ping response times

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Ping Test, ContinuedA ping test can be repeated by specifying a timeout value in the “repeat test after” field– This field can be left empty if the test is not to be

repeated– If a timeout value of less than 10ms is configured for

any of the timeout fields then the ping test utility internally sets them to 10ms.

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Hourly History Troubleshooting Procedures

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Hourly History Page = Timely Diagnostic Data

Hourly History is the source of historical data that Help Desk Agents will always use when troubleshooting HughesNet remotes running 5.4.0.X SoftwareFollowing is an explanation of how the Hourly History page functions as well as instructions as to what Help Desk Agents are to do when using this page

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Hourly History

The Hourly History link shows the problems detected in each hour interval in the past 24 hours

Clicking on the images (Red X, Green Check etc) shows up the module/system statistics for that monitoring interval

Double Clicking the Green Check mark shows all statistics being monitored by the software

Hourly System Problem History

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Statistics being monitored by the software include: System Level

Diagnostics Transport Layer

Diagnostic Statistics Address Statistics PEP Diagnostic

Statistics DNS Diagnostic

Statistics Turbopage

Diagnostic Statistics VSAT Internal

Diagnostic Statistics CPU Usage (percent

of monitoring interval)

LAN Traffic Activity Web Traffic

Response Time Statistics

Cable/Antenna Pointing Green Check mark

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The results of clicking on a Red X mark is demonstrated here In this case, Uplink

Queuing Errors have a problem

Only the statistics that are determined to be outside predetermined parameters are displayed as “BAD” and/or with an asterisk (*)

Help Desk Agents are to note all “Bad” and/or with an asterisk parameters into the trouble ticket along with the values displayed

Uplink Queuing Errors Red X mark

Monitored statisticalinformation

showing BAD and/or *

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Associating Rx and Tx Code Problems to Hourly History

Tx and Rx Codes appear on the System Control Center System Status page

CSRs can associate these codes to one of two “Problem” fields on the Hourly History page

Rx Code errors will be associated to the Cabling/Antenna Pointing “Problem” field

Tx Code errors will be associated to the Uplink “Problem” field

If either code shows a problem, more in depth troubleshooting may be performed by investigating any Red X in either of these two “Problem” fields Hourly System Problem History

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5.4.0.X Remote Software Resources

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User Guides and KB Articles

KB Articles in the Knowledgebase SystemStandard Troubleshooting Procedures– Customer perceived problem and error messages

• System Control Center• Advance Statistics Pages

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Appendix ATerms and Acronyms

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Terms and Acronyms

Acronym Definition

IRU Indoor Receive Unit managing all Inroute data traffic

GWU Gateway Unit managing all data traffic between the IRU and ITU and network interfaces to the GWU

ODU Outdoor Unit comprising of all Antenna LNB, Transmitter, Antenna Pointing and Cabling configurations

SHU Self Hosted Unit that comprising of an IRU, ITU and GWU along with phone and network interfaces depending on the SHU build

SCC System Control Center page displayed from the SHU’s Internal Web Server allowing views of the remote’s diagnostic outputs

Rx and Tx Codes Receive and Transmit signal status organized in a numerical code system with associated definitions to be used for trouble isolation purposes. There are Nine Rx Codes and Twenty Seven Tx Codes

Advanced Configuration and Statistics

The page displayed from the SHU’s Internal Web Server allowing advanced views of the remote’s diagnostic outputs

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Appendix B5.4.0.X

KB Articles

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5.4.0.X KB Articles

KB Article Title

3504 How to Access the System Control Center (Software Version 5.4.0 and Above)

3506 Reference: The System Control Center (Software Version 5.4.0 and Above)

3518 How to Use the Browsing Optimization Utility in the System Control Center (Software Version 5.4.0 and Above)

3521 Problem Troubleshooting via the System Control Center (Software Version 5.4.0 and Above)

3522 How to Test for Connectivity via the System Control Center (Software Version 5.4.0 and Above)

3545 How to Access Advanced Configuration and Statistics (Software Version 5.4.0 and Above)

3551 Troubleshoot Line-of-Sight Issues

3552 Troubleshoot Weather Issues

3553 How to Power Cycle a HughesNet Remote (Software Version 5.4.0 and Above)

3554 How to Ping a HughesNet Remote (Software Version 5.4.0 and Above)

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Appendix C5.4.0.X Software

Diagnostic Messages

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Thirteen Possible Diagnostic Messages

Cabling/Antenna PointingDownlinkUplinkUplink QueuingTCP AccelerationIP GatewayRTTWeb Acceleration [N]Web Acceleration [I]DNS Acceleration [N]DNS Acceleration [I]IDULAN

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Diagnostic Message – Cable/Antenna Pointing

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Diagnostic Message – Downlink

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Diagnostic Message – Uplink

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Diagnostic Message – Uplink Queuing

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Diagnostic Message – TCP Acceleration

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Diagnostic Message – IP Gateway

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Diagnostic Message – RTT

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Diagnostic Message – Web Acceleration [N]

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Diagnostic Message – Web Acceleration [I]

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Diagnostic Message – DNS Acceleration [N]

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Diagnostic Message – DNS Acceleration [I]

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Diagnostic Message – IDU

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Diagnostic Message – LAN

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Change Log

DATE SLIDE NO. CHANGE

03.07.07 10 Changed 2 bullets to reflect latest software build number for DW7000 and HN7000S family of remotes

03.07.07 25, 26, 27, 28, 30, 31, 32, 35 and

38

Updated graphics to reflect 5.4.0.28 software views

03.07.07 All Slides Removed any reference to “Recent History” link

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End of Module