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H47750
Terminal State Code Definitions User Guide
H47750 Version 2.13 01/13/20145 Jupiter Terminal State Code Definitions
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H47750
Copyright © 2012-2014 Hughes,
All rights reserved. This publication and its contents are proprietary to Hughes Network Systems, LLC. No part of this publication may be reproduced in any form or by any means without the written permission of Hughes Network Systems, LLC., 11717 Exploration Lane, Germantown, Maryland, 20876. Hughes Network Systems, LLC. Has made every effort to ensure the correctness of the materials in this document. Hughes Network Systems, LLC. Shall not be liable for errors contained herein. The information in this document is subject to change without notice. Hughes Network Systems, LLC., makes no warranty of any kind with regard to this material, including, but not limited to, the implied warranties or merchantability and fitness for a particular purpose. Trademarks
All trademarks, marks, names, or product names referenced in this publication are the property of their respective owners, and Hughes Network Systems, LLC. Neither endorses nor otherwise sponsors any such products or services referred to herein.
Jupiter Terminal State Code Definitions
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H47750
Jupiter Terminal State Code Definitions
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Revision History Version 1.0
Date Modified 01/25/2012
Author
Matt Baer,
Krishna Samavedam , Venkat Ganesan
1.1
02/03/2012
Matt Baer
1.3
02/17/2012
Dan Rivers
1.2 1.4 1.5
02/15/2012 02/17/2012 04/08/2012
1.6
04/11/2012
1.7
05/24/2012
1.8
08/09/2012
1.9
10/09/2012
2.0
01/03/2013
2.1
03/05/2013
2.2
03/21/2013
Venkat Ganesan P. J. O’Neil V Ganesan Matt Baer Matt Baer Matt Baer Matt Baer Matt Baer Zengquan Fan Matt Baer
2.3
05/08/2013
Matt Baer
2.5
07/24/2013
Zengquan Fan
2.4 2.6 2.7
05/29/2013 10/16/2013 12/01/2013
2.8
01/08/2014
2.10
05/01/2014
2.9
01/28/2014
Jupiter Terminal State Code Definitions
Comments Draft
Provide information on Uplink state codes
Added PEP & FAP state code definitions.
Added BIST state code definitions
Added ODU Monitor state code definitions
Added trouble shooting steps for Association, PEP, FAP & Sysinfo. Add additional state codes and provide troubleshooting steps for IDU, Cable, & Downlink
Update SBC state codes and provide state code summary table Provide LAN and Web Acceleration (WAC) state codes. Also provide a brief overview of terminal state codes.
Add a few missing state codes and resolve a few incorrect state code values. Update troubleshooting steps for some state codes based on ISL experience
Add CAC, and update downlink
Add Software Download state codes. Also a few new SBC related state codes
Added 12.1.x state codes for UPP errors
Zengquan Fan
Updated CAC
V Ganesan
Updated LAN , DNS & PEP statecodes
V Ganesan
Updated CAC
Removed TCP reset statecodes as it happens not because of problem associated with the terminal.
Zengquan Fan
Update cable connection
Zengquan Fan
Update to reflect state codes in 3.0.3 release: SBC/Downlink/Uplink
Matt Baer
Update to reflect state codes in 3.0.3 release
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2.11 2.12 2.13
09/24/2014 12/15/2014 1/13/2015
Jupiter Terminal State Code Definitions
Venkat Ganesan Runming Wu Venkat Ganesan
Rewording 13.x.x.x troubleshooting steps.
LAN Packet statecode trouble shooting steps rewording based on the review comments.
Typo corrections.
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Contents
Revision History ........................................................................................................................................... 5 1.0
State Code Overview ........................................................................................................................ 9
3.0
Detailed State Code Descriptions and Troubleshooting ................................................................. 15
2.0
State Code Summary....................................................................................................................... 11
3.1
3.1.1 3.1.2 3.1.3
3.2
3.2.1 3.2.2 3.2.3 3.2.4
3.3
3.3.1 3.3.2 3.3.3 3.3.4 3.3.5 3.3.6 3.3.7 3.3.8 3.3.9
3.4
3.4.1 3.4.2
IDU & ODU Hardware State Codes ........................................................................................... 15 IDU ..................................................................................................................................... 15 ODU.................................................................................................................................... 16
Cable ................................................................................................................................... 17
Downlink State Codes................................................................................................................. 19
Downlink Driver ................................................................................................................. 19 Outroute Acquisition........................................................................................................... 20 FLL...................................................................................................................................... 22 ACM .................................................................................................................................... 23
Uplink State Codes ..................................................................................................................... 24
Transmit .............................................................................................................................. 24
Downlink ............................................................................................................................. 26 Timing ................................................................................................................................. 27
Group Selection................................................................................................................... 29 Rate Selection...................................................................................................................... 30
Bandwidth ........................................................................................................................... 32 Aloha ................................................................................................................................... 33 Ranging ............................................................................................................................... 35
CLPC (Closed Loop Power Control).................................................................................. 36
LAN State Codes ........................................................................................................................ 38
LAN Cable........................................................................................................................... 38 LAN Packets........................................................................................................................ 38
3.5
SYSINFO State codes................................................................................................................. 43
3.7
SBC State Codes ......................................................................................................................... 53
3.6 3.7.1 3.7.2 3.7.3
ASSOCIATION State Codes ...................................................................................................... 44 Input .................................................................................................................................... 53 Pointing............................................................................................................................... 54
Registration......................................................................................................................... 56
Jupiter Terminal State Code Definitions
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3.8
TCP Acceleration (PEP) State Codes ......................................................................................... 63
3.10
Conditional Access Controller (CAC) State Codes .................................................................... 67
3.9
3.11 3.12
FAP State Codes ......................................................................................................................... 67
Software Download (SDL) State Codes ..................................................................................... 69
Web Acceleration Client (WAC) State Codes ............................................................................ 70
3.12.1 3.12.2
3.13
MBX Connectivity ............................................................................................................... 70 WAC Operation Mode......................................................................................................... 71
Dynamic Name Service Proxy (DNS Proxy) State Codes.......................................................... 72
3.13.1
DNS Server.......................................................................................................................... 72
Jupiter Terminal State Code Definitions
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1.0
STATE CODE OVERVIEW
The Jupiter terminal state code provides a concise indicator of error or marginal conditions (states) when the terminal is not operating in a fully operational (healthy) state. The state code provides a hierarchical representation of the current status of the terminal. The state code is a 3 digit value, presented in X.Y.Z format, where: X represents the Component/Process Y represents the Functional area Z represents the specific issue within the Functional area Each Component/Process, as shown in the figure below, maintains its own state code, independent of the other processes running in the terminal. Application Layer Web Acceleration (30)
DNS (31)
Network Layer PEP (23)
FAP (24)
CAC (25)
SysInfo (20)
Association (21)
SBC (22)
Link Layer Downlink (11)
Uplink (12)
LAN (13)
Hardware Layer IDU (1)
Jupiter Terminal State Code Definitions
ODU (2)
Cable (3)
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In addition to each Component/Process state code, the terminal maintains a System State Code that indicates the overall state code for the terminal. Typically this is the lowest process state code as the system state code works as a layered model (similar to OSI Network Model). For example – if the Uplink has a problem, then this will also cause problems in Association, PEP, and Web Acceleration. In this case the Uplink problem is the root cause/problem that is affecting Association, PEP, and Web Acceleration. Therefore in this example, the System State Code would be reported as the corresponding Uplink state code. A state code of 0.0.0 indicates no issues and the terminal should be operating in a healthy fully operational state. This is the System State code (and individual Component/Process state codes) you want to achieve.
Jupiter Terminal State Code Definitions
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2.0
STATE CODE SUMMARY
The table below provides a summary of the Jupiter Terminal State Codes. Section 3.0 provides detailed descriptions of each state code and suggested troubleshooting steps.
State Code 1.1.1 1.1.2 1.1.3 1.1.4 1.1.5 1.1.6 1.1.7 1.1.8 1.2.1 2.1.1 2.1.2 2.1.3 2.1.4 3.1.1 3.1.2 11.1.1 11.1.2 11.1.3 11.1.4 11.1.5 11.1.6 11.2.1 11.2.2 11.2.3 11.2.4 11.2.5 11.2.6 11.2.7 11.3.1 11.4.1 11.4.2 12.1.1 12.1.2 12.1.3 12.1.4
State Code Text
Indoor Unit (IDU) MAC Address invalid LAN MAC PHY test failed Tx synthesizer lock test failed Rx Tuner lock test failed VCO monitor test failed ODU voltage test failed Key check failed RAM test failed Temperature greater than configured threshold Outdoor Unit (ODU) Unable to communicate with Outdoor Unit Outdoor Unit reports low voltage Outdoor Unit reports PLL unlocked Invalid Radio Serial Number and/or Part Number Cable Satellite cable appears to be unplugged or broken Satellite cable appears to be too long or inferior quality Downlink Downlink sequencer firmware is not running Downlink kernel packet processor is not running Control message queue watermark is above threshold Downlink acquisition Demod and/or FLL thread is not running Downlink acquisition Demod thread is not running Downlink Sequencer Failed to load key Outroute is not locked Outroute is locked to an unknown carrier Outroute is locked to the wrong carrier Outroute has lost lock due to excessive LNB frequency drift Outroute has lost lock Outroute Demod failed to select LNB frequency band using diseqc Outroute Demod failed to select LNB Polarity using diseqc FLL is not locked ACM is not enabled or trajectory table is missing ACM is operating at the lowest Modcod Uplink Uplink firmware failed to load Transmission is barred Antenna pointing has not been validated Transmission test in progress
Jupiter Terminal State Code Definitions
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State Code 12.1.5 12.1.6 12.1.7 12.1.8 12.1.9 12.1.10 12.2.1 12.2.2 12.3.1 12.3.2 12.3.3 12.3.4 12.4.1 12.4.2 12.4.3 12.4.4 12.4.5 12.4.6 12.5.1 12.5.2 12.5.3 12.5.4 12.5.5 12.5.6 12.6.1 12.6.2 12.6.3 12.6.4 12.7.1 12.7.2 12.8.1 12.8.2 12.8.3 12.9.1 13.1.1 13.2.1 13.2.2 13.2.3 13.2.4 20.1.1 20.2.1 21.1.1 21.1.2 21.1.3 21.1.4
State Code Text
Transmission TFIX (test mode) in progress UPP encountered an underrun error UPP encountered an error scheduling bursts after SWP response UPP encountered an TXHA FEC stuck error Transmission error rate is high Calibration files are missing or invalid for linear transmitter Outroute is not locked FLL is not locked Not receiving timing packets Invalid timing packet information Clock synchronization error Timing adjustment needed Not receiving inroute group definition packets Unable to select a valid inroute group No transmit frequencies defined Unable to select inroute group due to no Bootstrap Aloha metric Unable to select inroute group due to no Ranging metric Unable to select inroute group due to no User Load metric Failed to successfully range any rate Failed to successfully range all available rates No inroute groups available at successfully ranged rates No supported rates available in the network Adaptive Inroute Selection (AIS) is not enabled Lowest Symcod in the AIS Trajectory Table selected Not receiving bandwidth allocation packets No bandwidth allocation information available No Aloha allocation information available No Bootstrap Aloha allocation information available Aloha transmission is unsuccessful Bootstrap Aloha transmission is unsuccessful Requesting ranging Computing ranging values Sending ranging results Not receiving inroute power feedback packets LAN LAN cable is not attached Packet NOT received from LAN interface Packet to internet NOT received from the LAN interface Packet(s) received from unauthorized subnet Packet(s) received from default subnet System Information (SysInfo) Not receiving Management Router Advertisement (MRA) messages Not receiving Management System (MS) Information messages Association System Assigned Identifier (SAI) is not available Not receiving Management Router Advertisement (MRA) messages All Association requests rejected, entering Backoff State. Creating Data IPGW Pool
Jupiter Terminal State Code Definitions
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State Code 21.1.5 21.2.1 21.2.2 21.2.3 21.2.4 21.2.5 21.2.6 21.2.7 21.2.8 21.2.9 21.2.10 21.2.11 21.2.12 21.2.13 22.1.1 22.1.10 22.1.11 22.1.12 22.2.1 22.2.2 22.2.3 22.2.4 22.2.5 22.2.6 22.2.7 22.2.8 22.2.9 22.3.1 22.3.2 22.3.3 22.3.4 22.3.5 22.3.10 22.3.11 22.3.12 22.3.13 22.3.14 22.3.15 22.3.16 22.3.21 22.3.22 22.3.23 22.3.24 22.3.25
State Code Text
Associating with Data IPGW Creating Wall Garden IPGW Pool Associating with Wall Garden IPGW Associated with Walled Garden IPGW for an Unknown Reason Associated with Wall Garden IPGW for Terminal Activation Associated with Wall Garden IPGW for Service Activation Associated with Wall Garden IPGW due to Empty Data IPGW pool Associated with Wall Garden IPGW due to Signature mismatch Associated with Wall Garden IPGW due to Data IPGW Load Error Associated with Wall Garden IPGW due to Service Mismatch Associated with Wall Garden IPGW due to Data IPGW Connection Failure Associated with Wall Garden IPGW due to Billing suspension Associated with Wall Garden IPGW due to Seasonal suspension Associated with Wall Garden IPGW due to Quality Assurance Testing Satellite Based Commissioning (SBC) Waiting for installation parameters or terminal swap information SBC configuration file is invalid or not found Hardware configuration file is invalid or not found Unable to select beam based on provided terminal location Pointing In Progress – Outroute not locked Pointing In Progress – Outroute locked Pointing In Progress – Beam changed: Set Radio Polarization to Left Hand Pointing In Progress – Beam changed: Set Radio Polarization to Right Hand Pointing In Progress – Outroute locked but not receiving UBIP messages Pointing In Progress – Outroute locked but UBIP does not indicate any available outroutes Pointing In Progress – Outroute locked but Polarization mismatch between sbc and system info Pointing In Progress – Outroute locked but Frequency mismatch between sbc and system info Pointing In Progress – Outroute locked but symbol rate mismatch between sbc and system info Ranging In Progress Registration In Progress Waiting for Configuration Associating with network Terminal Activation stage Bad Downlink state Unable to transmit successfully to the Gateway Failed to successfully range most robust rate Bad Uplink State Registration failed because terminal failed to resolve NMS address Registration failed because terminal received invalid response from NMS Registration failed because terminal failed to authenticate NMS Registration failed due to invalid terminal serial number Registration failed due to blacklisted terminal serial number Registration failed because terminal swap not allowed Registration failed because terminal move not allowed Registration failed because registration information was not provided
Jupiter Terminal State Code Definitions
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State Code 23.3.26 22.3.27 22.3.28 22.3.29 22.3.30 23.1.1 23.1.2 23.1.3 23.1.4 23.1.5 23.1.6 23.1.7 23.1.8 23.1.9 23.1.10 23.1.11 23.2.1 23.2.2 23.2.3 23.2.4 23.2.5 23.2.6 24.1.1 24.1.2 25.1.1 25.1.2 25.1.3 25.1.4 25.1.5 25.1.6 25.1.7 26.1.1 26.1.2 30.1.1 30.2.2 30.2.3 31.1.1
State Code Text
Registration failed because registration information is invalid Registration failed because NMS failed to authenticate terminal Registration failed because NMS received simultaneous registration messages Registration failed because challenge response timeout Registration failed because NMS processing failure TCP Acceleration (PEP) All Backbones are down PEP is disabled No Classifier rule defined Some backbones are down Excessive backbone resets received Excessive backbone resets transmitted Excessive PBP Selective Acknowledgments transmitted Excessive PBP Selective Acknowledgments received Excessive PBP Zero windows transmitted Excessive PBP Zero windows received Excessive packets retransmitted Excessive Spoofed connection resets received Excessive TCP Selective Acknowledgments transmitted Excessive TCP Selective Acknowledgments received Excessive TCP Zero windows transmitted Excessive TCP Zero windows received Excessive TCP packets retransmitted Fair Access Policy (FAP) Download Throttled FAP information not available Conditional Access Controller (CAC) Current key either not exist or outdated Alternate (Not Current) key either not exist or outdated Unable to request key because key server is not available Encrypted master key is not available Encrypted master key is bad or corrupted Unable to verify key because outroute is not locked Unable to verify key because OSDP is not available or expired Software Download (SDL) Software image downloading Configuration files downloading Web Acceleration (WAC) Web acceleration connection in backoff state Web acceleration Disabled by user Web acceleration Disabled via configuration Dynamic Name Servive Proxy (DNS Proxy) Excessive DNS Response Timeouts
Jupiter Terminal State Code Definitions
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3.0
3.1
DETAILED STATE CODE DESCRIPTIONS AND TROUBLESHOOTING
IDU & ODU Hardware State Codes
The IDU & ODU state codes indicate issues observed with the IDU, ODU, or the IFL cabling between the IDU and ODU. 3.1.1
IDU
The IDU state codes indicate any BIST failures and over temperature threshold conditions. All IDU state codes will start with 1. 3.1.1.1
BIST
State Code State Code Text Severity Description Troubleshooting Steps
1.1.1 MAC Address invalid Error The MAC address format is 00:80:AE:xx:xx:xx, the last 6 characters of which are unique. If problem persists after a reboot, the terminal (IDU) should be replaced if possible. For a terminal that has already been installed and/or a replacement IDU is not available, contact Tayyab Khan or Matt Baer to determine if the MAC address can be updated remotely.
Troubleshooting Steps
1.1.2 LAN MAC PHY test failed Error This test reads the LAN PHY id register. The value returned should be 0x141 indicating the presence of the Marvell Switch. If problem persists after a reboot, the terminal (IDU) should be replaced.
State Code State Code Text Severity Description Troubleshooting Steps
1.1.3 Tx synthesizer lock test failed Error The Danube synthesizers lock and unlock status are checked as part of this test. If problem persists after a reboot, the terminal (IDU) should be replaced.
State Code State Code Text Severity
1.1.4 Rx Tuner lock test failed Error
State Code State Code Text Severity Description
Jupiter Terminal State Code Definitions
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Description Troubleshooting Steps
The Maxim tuners lock and unlock status are checked as part of this test. If problem persists after a reboot, the terminal (IDU) should be replaced.
State Code State Code Text Severity Description Troubleshooting Steps
1.1.5 VCO monitor test failed Error This test measures the VCO monitor voltage and verifies that it is within the specified limits. If problem persists after a reboot, the terminal (IDU) should be replaced.
State Code State Code Text Severity Description Troubleshooting Steps
1.1.6 ODU voltage test failed Error The 48VDC is measured and verified that it is within the specified limits. If problem persists after a reboot, the terminal (IDU) should be replaced.
State Code State Code Text Severity Description Troubleshooting Steps
1.1.7 Key check failed Error This test checks that the terminal has a valid key and serial number If problem persists after a reboot, the terminal (IDU) should be replaced.
State Code State Code Text Severity Description Troubleshooting Steps
1.1.8 RAM test failed Error A non-exhaustive RAM test is performed during this test. If problem persists after a reboot, the terminal (IDU) should be replaced.
3.1.1.2
Temperature
State Code State Code Text Severity Description Troubleshooting Steps 3.1.2
1.2.1 Temperature greater than configured threshold Marginal The internal temperature of the IDU has exceeded the configured maximum threshold. Ensure that the IDU (terminal) is in a well ventilated area and there are no obstructions that may be blocking the air vents of the terminal.
ODU
The ODU state codes indicate any ODU alarms. All ODU state codes will start with 2. State Code
2.1.1
Jupiter Terminal State Code Definitions
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State Code Text Severity Description Troubleshooting Steps
Unable to communicate with Outdoor Unit Error IDU cannot establish communication with ODU over the IFL cable via the DiSEqC protocol. Check that the IFL cable is intact and securely connected at each end. Then replace ODU. Lastly, replace IDU.
State Code State Code Text Severity Description Troubleshooting Steps
2.1.2 Outdoor Unit reports low voltage Error Low voltage output from internal regulator in ODU First, check that the IFL cable is intact and securely connected at each end. Then replace ODU. Lastly, replace IDU
State Code State Code Text Severity Description
2.1.3 Outdoor Unit reports PLL unlocked Error The ODU is unable to lock onto the IF carrier from the ODU. This could be caused by a fault in the ODU or IFU or a poor IFL connection. First, check that the IFL cable is intact and securely connected at each end. Then replace the ODU. Lastly, replace the IDU.
Troubleshooting Steps State Code State Code Text Severity Description Troubleshooting Steps 3.1.3
2.1.4 Invalid Radio Serial Number and/or Part Number Error The radio is not programmed with valid information Replace the ODU.
Cable
The Cable state codes indicate perceived issues with the cabling from the IDU to the ODU. All Cable state codes will start with 3. State Code State Code Text Severity
3.1.1 Satellite cable appears to be unplugged or broken Error
Jupiter Terminal State Code Definitions
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Description
Troubleshooting Steps
State Code State Code Text Severity Description
Troubleshooting Steps
Although there is no ‘cable check’ that the software can execute, the Automatic Gain Control (AGC) setting to the receive tuner can be examined to predict that a cable is unplugged. For this state code, the AGC is near its maximum value which typically indicates an unplugged cable or bad connector. [*** Note: The 3.1.1 state code will be displayed on an HT1100 instead of the 2.1.1 state code when the ODU can’t be detected. Please consult the 2.1.1 information as well for an HT1100 terminal] Verify that the satellite cable is attached well to the IDU (terminal). If possible, also check the satellite cable connection to the ODU. A truck-roll may be required if the connection to the ODU can’t be verified. 3.1.2 Satellite cable appears to be too long or inferior quality Marginal Although there is no ‘cable check’ that the software can execute, the Automatic Gain Control (AGC) setting to the receive tuner can be examined to predict that a cable is unplugged. For this state code, the AGC is higher than the normal operating range which typically indicates a cable that is too long or of inferior quality. If possible, verify that the cable length is within spec (300 feet?) and is RG-6. A truck-roll may be required if the cable condition can’t be verified.
Jupiter Terminal State Code Definitions
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3.2
Downlink State Codes
The Downlink state codes indicate any issues or warnings in the Downlink (outroute) functionality of the terminal. All Downlink state codes start with 11. There are four (4) functional areas monitored in the Downlink:
3.2.1
Downlink Driver – Driver interface to the downlink hardware. Functional code is 1 Outroute Acquisition – Outroute acquisition. Functional code is 2 FLL – Frequency Locked Loop (FLL) algorithm. Functional code is 3 ACM – Adaptive Coding & Modulation (ACM) algorithm. Functional code is 4 Downlink Driver
State Code State Code Text Severity Description
Troubleshooting Steps
State Code State Code Text Severity Description Troubleshooting Steps
State Code State Code Text Severity
11.1.1 Downlink sequencer firmware is not running Error (Note: This state code is only applicable to the HT1000 terminal). The downlink sequencer receives downlink packets from the hardware, performs decryption on the packets if required, and performs some packet reassembly. In this state code, the ‘heartbeat’ of the sequencer is not incrementing indicating that the sequencer is either not running or is stuck. Reboot the terminal. If the problem persists after reboot, then escalate. The terminal may have a corrupt software image, so forcing the terminal into fallback mode may help. 11.1.2 Downlink kernel packet processor is not running Error (Note: This is only applicable to the HT1000 terminal). The downlink kernel driver receives partial or complete packets from the downlink sequencer, reassembles packet if necessary, and forwards complete packets. In this state code, the downlink kernel driver is either not loaded or is stuck. Reboot the terminal. If the problem persists after reboot, then escalate. The terminal may have a corrupt software image, so forcing the terminal into fallback mode may help. 11.1.3 Control message queue watermark is above threshold Marginal
Jupiter Terminal State Code Definitions
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Description Troubleshooting Steps State Code State Code Text Severity Description
Troubleshooting Steps
(Note: This is only applicable to the HT1000 terminal). Control messages are sent from the downlink kernel packet processor to the Uplink process. In this state code, the uplink process is not processing the control messages quick enough. If this problem persists, then reboot the terminal. If the problem reoccurs, then escalate. Another process may be consuming too much of the CPU causing the uplink process to not run frequently enough. 11.1.4 Downlink acquisition Demod and/or FLL thread is not running Error (Note: This is only applicable to the HT1000 terminal). The downlink process contains demod acquisition Demod and FLL threads of execution. In this state code, one or both of these threads may have stopped executing (temporarily or permanently). If it is just temporarily starvation (due to heavy CPU usage by other processes), it should recover automatically when it gets its turn to execute. Reboot the terminal. If the problem reoccurs, then escalate. This has been observed under heavy load (e.g. multiple torrents) on the terminal. Reducing the packet load on the terminal may alleviate this problem.
State Code State Code Text Severity Description
Troubleshooting Steps
11.1.5 Downlink acquisition Demod thread is not running Error The downlink process contains demod acquisition Demod thread of execution. In this state code, Demod threads may have stopped executing (temporarily or permanently). If it is just temporarily starvation (due to heavy CPU usage by other processes), it should recover automatically when it gets its turn to execute. Reboot the terminal. If the problem reoccurs, then escalate. This has been observed under heavy load (e.g. multiple torrents) on the terminal. Reducing the packet load on the terminal may alleviate this problem.
State Code State Code Text Severity Description Troubleshooting Steps
3.2.2
11.1.6 Downlink Sequencer Failed to load key Error (Note: This state code is only applicable to the HT1000 terminal). The downlink sequencer was unable to load a decryption key. Reboot the terminal. If the problem reoccurs, then escalate. If the terminal received a corrupted key during commissioning, then re-commissioning the terminal may resolve this issue.
Outroute Acquisition
State Code
11.2.1
Jupiter Terminal State Code Definitions
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State Code Text Severity Description Troubleshooting Steps
Outroute is not locked Error The terminal is unable to acquire the outroute. Assuming no severe weather conditions at the terminal or Gateway locations and no Gateway issues (e.g. SatGW down), then this problem typically points to an installation issue at the terminal site. If possible, verify the outroute tuning configuration parameters for the terminal. Given the Beam ID and Outroute ID, lookup what the Over-the-Air Downlink Frequency and Symbol rate should be. Verify that the terminal is using the same outroute configuration. Also, verify that the L-Band tuning frequency is as expected based on the OTA frequency and the installed LNB. *** Probably should do a separate write-up on how to verify outroute tuning configuration
State Code State Code Text Severity Description Troubleshooting Steps
11.2.2 Outroute is locked to an unknown carrier Error The terminal has locked to an outroute, but there is no carrier information message (OSDP) present This would typically occur if OSDP messages are not being sent from the Gateway. Verify that the associated SatGW (based on Beam ID and Outroute ID) at the Gateway site is transmitting OSDP messages. This may occur if the signal quality is very low (e.g. in the 30s) and the OSDP message is not being received. Assuming no weather conditions at the terminal, a truckroll may be warranted to improve the signal quality. Another possibility is that the terminal antenna is not pointed to a Jupiter satellite or configured with a Jupiter outroute. This would typically only occur at installation time.
State Code State Code Text Severity Description Troubleshooting Steps
State Code State Code Text Severity
11.2.3 Outroute is locked to the wrong carrier Error The terminal has locked to an outroute, but the carrier information message from the OSDP message does not match what is configured at the terminal. This would typically only occur at install time if the terminal was in an area that covered multiple beams and the terminal locked onto the outroute in an adjacent beam. The polarization of the ODU should be verified to ensure that it matches the polarity for the beam selected during installation. 11.2.4 Outroute has lost lock due to excessive LNB frequency drift Error
Jupiter Terminal State Code Definitions
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Description Troubleshooting Steps
State Code State Code Text Severity Description Troubleshooting Steps
The outroute was locked but then unlocked due to an excessive drift in the LNB. This typically points to an out-of-spec LNB (part of the ODU). There is a frequency offset in the LNB that can move (translate) the outroute carrier. If the frequency offset is too large, the outroute can become unlocked. A truckroll should be issued. 11.2.5 Outroute has lost lock Error The outroute was locked but has now lost lock. This state code indicates that the terminal was able to lock the outroute as some point since the terminal has been powered on. Assuming no severe weather conditions at the terminal or Gateway locations and no Gateway issues (e.g. SatGW down), then this problem typically points to an installation issue at the terminal site. Consult SDT if possible and truckroll if a terminal reboot does not resolve.
State Code State Code Text Severity Description Troubleshooting Steps
11.2.6 11.2.6 Outroute Demod failed to select LNB frequency band using diseqc Error The outroute was locked but has now lost lock. This state code indicates that the terminal demod thread failed to configure LNB frequency band via diseqc interface (which returns an error) Demod will retry the command upon this error.
State Code State Code Text Severity Description Troubleshooting Steps
11.2.7 Outroute Demod failed to select LNB fre Polarity using diseqc Error The outroute was locked but has now lost lock. This state code indicates that the terminal demod thread failed to configure LNB polarity via diseqc interface (which returns an error) Demod will retry the command upon this error.
3.2.3
FLL
State Code State Code Text Severity Description
11.3.1 FLL is not locked Error The FLL algorithm is currently not in a locked state. The FLL is required for terminal transmission.
Jupiter Terminal State Code Definitions
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Troubleshooting Steps
This is typically a transitory state after the outroute has locked. The FLL will typically take 8 to 15 seconds to lock after the outroute has locked. If the FLL does not lock within 60 seconds, and the terminal is not experiencing outroute acquisition problems, then reboot the terminal. If the problem persists after a reboot, then escalate. The IDU may need to be replaced.
3.2.4
ACM
State Code State Code Text Severity Description Troubleshooting Steps
11.4.1 ACM is not enabled or trajectory table is missing Marginal The terminal does not have an ACM trajectory table configuration. This may be a transitory state during the installation process before the terminal has received its entire configuration. If this problem exists after installation, re-commissioning the terminal or forcing an SDL reconcile may resolve the problem.
State Code State Code Text Severity Description Troubleshooting Steps
11.4.2 ACM is operating at the lowest Modcod Marginal The terminal is operating at the lowest Modcod in the trajectory table. Under severe weather conditions, this is not an issue. If the problem is occurring under clear sky conditions, the signal quality should be evaluated as the terminal should only operate at the lowest Modcod under poor signal quality conditions. Use the SDT tool to determine if a truck-roll is warranted.
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3.3
Uplink State Codes
The Uplink state codes indicate any issues or warnings in the Uplink (inroute) functionality of the terminal. All Uplink state codes start with 12. There are four (9) functional areas monitored in the Uplink:
3.3.1
Transmit – Fundamental transmit capability. Functional code is 1 Downlink – Monitors outroute and FLL lock. Functional code is 2 Timing – Timing synchronization. Functional code is 3 Group Selection – Inroute Group monitoring and selection. Functional code is 4 Rate Selection - Transmit rate selection, including AIS algorithm. Functional code is 5 Bandwidth – Monitors and processes Bandwidth Allocation Packets (BAP). Functional code is 6 Aloha – Aloha selection and transmission. Functional code is 7 Ranging – Ranging algorithm to baseline power settings at each rate. Functional code is 8 CLPC – Closed Loop Power Control algorithm. Functional code is 9. Transmit
State Code State Code Text Severity Description Troubleshooting Steps
12.1.1 Uplink firmware failed to load Error In order to transmit, the Uplink kernel module and the Nitro FPGA firmware need to load successfully. This state code indicates that one or both modules did not load successfully. This may occur due to a corrupted software image or a corrupted flash chip on the terminal. 1. Determine if the terminal is running the main or fallback image. If running the main image, force the terminal back to the fallback image [Note: need to discuss how this can be done by the end user] 2. After terminals go back to fallback image, determine if problem persists. If so, RMA the terminal. 3. If already running fallback, try rebooting the terminal. If problem persists, RMA the terminal.
State Code State Code Text Severity Description
12.1.2 Transmission is barred Error The Network Management System (NMS) has barred the terminal from transmitting.
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Troubleshooting Steps
This terminal is in the Barred Terminal Management System Information message. It should be determined why this terminal is in the list before removing from the list.
State Code State Code Text Severity Description
12.1.3 Antenna pointing has not been validated Error The terminal has not completed the antenna pointing validation process that occurs as installation time. This state should only occur when the installer is installing the antenna and has not yet completed the pointing stage of installation.
Troubleshooting Steps State Code State Code Text Severity Description Troubleshooting Steps
State Code State Code Text Severity Description Troubleshooting Steps
State Code State Code Text Severity Description Troubleshooting Steps
State Code State Code Text Severity
12.1.4 Transmission test in progress Marginal The terminal is currently executing a transmission test. This is initiated by the NMS to measure transmit characteristics. This state should only occur if someone at the NMS has initiated a transmit test for the terminal. Escalate to determine why the terminal is under test? 12.1.5 Transmission TFIX (test mode) in progress Marginal The terminal is currently executing a TFIX transmission test. This should never occur in operational mode. This state should only occur for internal development and test scenarios. Forcing to the fallback image may correct, but this should likely be escalated if it is ever observed. 12.1.6 UPP encountered an underrun error Error (Note: This is only applicable to the HT1100 terminal). The UPP firmware processor has received an underrun error from the transmit hardware (TXHA). This is an unrecoverable state and the terminal should automatically reboot after 10 seconds in this state. The terminal reset log (reset.csv) will show the appropriate reboot reason. 12.1.7 UPP encountered an error scheduling bursts after SWP response Error
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Description Troubleshooting Steps
State Code State Code Text Severity Description Troubleshooting Steps
State Code State Code Text Severity Description Troubleshooting Steps
(Note: This is only applicable to the HT1100 terminal). The UPP firmware processor has received an error from the transmit hardware (TXHA) after scheduling bursts for transmission. This is an unrecoverable state and the terminal should automatically reboot after 10 seconds in this state. The terminal reset log (reset.csv) will show the appropriate reboot reason. 12.1.8 UPP encountered an TXHA FEC stuck error Error (Note: This is only applicable to the HT1100 terminal). The UPP firmware processor has received an FEC stuck error from the transmit hardware (TXHA). This may occur if the number of bytes sent to the TXHA for transmission is incorrect. This is an unrecoverable state and the terminal should automatically reboot after 10 seconds in this state. The terminal reset log (reset.csv) will show the appropriate reboot reason. 12.1.9 Transmission error rate is high Marginal The terminal is currently experiencing a high (stream) inroute error rate. The inroute error rate is calculated over the last 15 minutes and compared against a configurable error threshold – the default error threshold is a 5.00% stream error rate. This state code may occur if the terminal is experiencing severe weather conditions which are impacting the terminal’s transmit capability. If the elevated transmit error rate is not due to weather, then the state code should be monitored for a few minutes (e.g. 5 minutes). If the state code persists for more than a few minutes, then re-ranging the terminal (ranging should only be done under clear sky conditions) should resolve the issue. If the terminal is re-ranged, then monitor the recent stream error rate (under the UplinkSummary link) for a few minutes. If the stream error rate does not start to decrease after re-ranging, then a truck roll may be considered (consult the various Site Diagnostic tools available).
State Code State Code Text Severity Description Troubleshooting Steps 3.3.2
12.1.10 Calibration files are missing or invalid for linear transmitter Error Linear transmitter requires calibration files ( /fl0/pwrcal.dat for power and /fl0/celsius.dat for temperature monitor). The statecode indicates either the file is missing or failed to parse. Check if the files are available, and verify the format if available
Downlink
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State Code State Code Text Severity Description Troubleshooting Steps
State Code State Code Text Severity Description Troubleshooting Steps
3.3.3
12.2.1 Outroute is not locked Error In order to transmit, the outroute needs to be locked. In this state, the outroute is not locked. This should not be the system state code, as a lower state code (e.g. the Downlink 11.x.x) should be set. Troubleshoot according to the system state code. 12.2.2 FLL is not locked Error In order to transmit, the Frequency Locked Loop (FLL) needs to be locked. In this state, the FLL is not locked. This should not be the system state code, as the Downlink state code 11.3.1 should be set as the system state code. Troubleshoot according to the system state code.
Timing
State Code State Code Text Severity Description Troubleshooting Steps
12.3.1 Not receiving timing packets Error The terminal is not receiving SuperFrame Numbering Packets (SFNP) timing packets. The SFNP packets provide timing synchronization information to the terminals. This typically occurs if the Timing Synchronization Application (TSA) is not running at the Gateway. A few things to check include: 1. Verify that the outroute SQF is adequate. An SQF in the 30s may result in timing packets being lost. 2. If the SQF is adequate, determine if the terminal is receiving any control messages. HomeSystem StatusWAN InfoControl Packets Received 3. If the terminal is not receiving any control packets, then this may be a Gateway issue or a local terminal outroute issue. Try rebooting the terminal to see if the problem persists. 4. If the terminal is receiving some control messages, then the UplinkControl MsgsMessages link on the Advanced LUI can be examined to determine if only SFNP packet are not being received. If SFNP messages are not received, but other messages (e.g. IGDP, BAP) are, then should escalate to determine if TSA is running.
State Code
12.3.2
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State Code Text Severity Description Troubleshooting Steps
Invalid timing packet information Error The terminal is receiving SuperFrame Numbering Packets (SFNP) timing packets, but the information in the packet is deemed incorrect. This typically points to a TSA issue at the Gateway. The UplinkTimingSFNP Info or UplinkTimingSFNP History links on the Advanced LUI could be analyzed to determine which field is wrong. Recommend escalation. This may also occur if there is a problem at the terminal, for example - timing packets are delayed due to heavy load on the terminal. In this situation, the terminal will clear its existing timing information and wait to get updated SFNP timing packets. Reducing the packet load on the terminal may resolve this problem.
State Code State Code Text Severity Description Troubleshooting Steps
12.3.3 Clock synchronization error Error (Note: This is only applicable to the HT1000 terminal). The HT1000 terminal has two (2) clock circuits that need to be synchronized in order to establish timing synchronization. If these clocks are not in sync, the terminal will not transmit. This may occur under very low outroute signal quality conditions (e.g. low 30s) where one of the clocks circuits may reset. If the SQF is very low, then check for truck roll needed or if weather condition, wait until weather passes. If the outroute signal strength is good and this problem is persistent, then escalate. An RMA of the terminal may be needed. This may also occur if there is a problem at the terminal, for example - timing packets are delayed due to heavy load on the terminal. In this situation, the terminal will clear its existing timing information and wait to get updated SFNP timing packets. Reducing the packet load on the terminal may resolve this problem.
State Code State Code Text Severity Description Troubleshooting Steps
12.3.4 Timing adjustment needed Error/Marginal Occasionally the terminal needs to make large timing adjustments under which it should not transmit. This typically only is required when the terminal if first powered on. If this problem occurs outside of the terminal startup, then this problem should be monitored/trended to see if it is localized to a single terminal. Outroute and/or Gateway wide occurrence of this state code may point to a TSA issue. If this is localized to a single terminal, then try rebooting the terminal. If the problem persists, escalate.
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3.3.4
Group Selection
State Code State Code Text Severity Description Troubleshooting Steps
12.4.1 Not receiving inroute group definition packets. Error The terminal is not receiving Inroute Group Definition Packets (IGDP). The IGDP packets provide inroute information to the terminals. This typically occurs if the Inroute Group Manager (IGM) is not running at the Gateway or if the IGM is unable to synchronize with the TSA. A few things to check include: 1. Verify that the outroute SQF is adequate. An SQF in the 30s may result in IGDPs being lost. 2. If the SQF is adequate, determine if the terminal is receiving any control messages. HomeSystem StatusWAN InfoControl Packets Received 3. If the terminal is not receiving any control packets, then this may be a Gateway issue or a local terminal outroute issue. Try rebooting the terminal to see if the problem persists. 4. If the terminal is receiving some control messages, then the UplinkControl MsgsMessages link on the Advanced LUI can be examined to determine if IGDP packets are not being received. If IGDP messages are not received, but TSA messages are, then should escalate to determine if IGM is running.
State Code State Code Text Severity Description Troubleshooting Steps
12.4.2 Unable to select a valid inroute group Error The terminal was not able to select an inroute group for some reason. This state code is a generic ‘catch all’ state code that is set if the terminal was not able to select an inroute group for one of the other defined reasons (See subsequent state codes in the Group Selection function). Re-ranging the terminal may get it out of this state. If not, then try rebooting the terminal. If the problems persists, escalate.
State Code State Code Text Severity Description Troubleshooting Steps
12.4.3 No transmit frequencies defined Error The terminal was not able to select an inroute group because all advertised inroute groups do not have inroutes associated with them Hopefully this state code will never appear. This is a severe configuration error at the NMS/Gateway where the inroute groups do not have any inroute frequencies associated. Need to escalate.
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State Code State Code Text Severity Description Troubleshooting Steps State Code State Code Text Severity Description Troubleshooting Steps State Code State Code Text Severity Description Troubleshooting Steps
3.3.5
12.4.4 Unable to select inroute group due to no Bootstrap Aloha metric Error The terminal needs to transmit a Bootstrap Aloha burst, but not inroute groups at the selected rate are providing Bootstrap Aloha bursts. This is a configuration issue at the NMS/IGM. Note down the current rate the terminal is operating at and escalate. 12.4.5 Unable to select inroute group due to no Ranging metric Error The terminal needs to range, but not inroute groups at the selected rate are providing ranging bandwidth. This is a configuration issue at the NMS/IGM. Note down the current rate the terminal is operating at and escalate. 12.4.6 Unable to select inroute group due to no User Load metric Error The terminal needs to go active to transmit, but there is no bandwidth available on any inroute group at the current rate. This state may occur under very heavy load on the inroute, decreased capacity (e.g. an IGM has gone down), or under-provisioning at a particular symbol rate. If this is not a temporary condition, then should escalate.
Rate Selection
State Code State Code Text Severity Description Troubleshooting Steps
12.5.1 Failed to successfully range any rate Error The terminal has failed to successfully range at any rate in the network, including the most robust rate of 512k ½. This state code indicates that the terminal was not able to meet the minimum Es/No any rate in the system, including the most robust rate. Ranging typically only occurs at installation time and the installer should not leave the site if the terminal is in this state code. Re-ranging the terminal may resolve this problem. It may take repeated reranging attempts if the terminal is near the minimum threshold. A truck roll may be required to resolve this issue.
State Code State Code Text Severity Description
12.5.2 Failed to successfully range all available rates Error The terminal has failed to successfully range at any rate in the AIS Trajectory Table.
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Troubleshooting Steps
This state code will typically not occur as all AIS Trajectory Tables should include the most robust rate (512k ½). Re-ranging the terminal may resolve this problem. It may take repeated reranging attempts if the terminal is near the minimum threshold. A truck roll may be required to resolve this issue.
State Code State Code Text Severity Description Troubleshooting Steps
12.5.3 No inroute groups available at successfully ranged rates Error The terminal has successfully ranged some rates, but there are no inroute groups available that support these rates. This state code will typically not occur as inroute groups should be available at all symbol rates. Re-ranging the terminal may resolve this problem. This may need to be escalated if there are symbol rates that have not inroute groups available.
State Code State Code Text Severity Description Troubleshooting Steps
12.5.4 No supported rates available in the network Error The terminal is configured with an AIS Trajectory table that does not match any of the rates currently available in the network. This is highly unlikely to occur as all (symbol) rates should always be available in the network. If possible (unlikely), verify the AIS Trajectory Table on the terminal from the Advanced LUI to ensure that the table includes rates currently available in the network. Also verify from the associated Gateway that Inroute Groups are available for each symbol rate. If the problem persists, reboot the terminal. If still unresolved, escalate.
State Code State Code Text Severity Description Troubleshooting Steps
12.5.5 Adaptive Inroute Selection (AIS) is not enabled Marginal The terminal is operational, but the AIS feature is not enabled. The AIS feature allows the terminal to adjust its transmit power and rate selection based on outroute fade and transmit power feedback messages. This state code indicates that the feature is not enabled. The AIS feature should be enabled after the terminal registers. Re-Registering the terminal should get the proper configuration to the terminal.
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State Code State Code Text Severity Description Troubleshooting Steps
12.5.6 Lowest Symcod in the AIS Trajectory Table selected Marginal The terminal is operational, but is operating at the lowest Symcod (Symbol and Coding rate) The AIS feature allows the terminal to adjust its transmit power and rate selection based on outroute fade and transmit power feedback messages. This state code indicates that the terminal is operating at the most robust rate (512k ½) in the AIS trajectory table. This may impact the upload throughput of the terminal. This state would be expected if the terminal was experiencing weather conditions. If there are no weather conditions at the terminal or associated Gateway, then re-ranging the terminal may resolve this state. If the state persists, then a truck roll may be warranted if indicated by the SDT.
3.3.6
Bandwidth
State Code State Code Text Severity Description Troubleshooting Steps
12.6.1 Not receiving bandwidth allocation packets Error The terminal is not receiving Bandwidth Allocation Packets (BAP). The BAP packets provide inroute bandwidth information to the terminals. This state code will typically not be seen, as the 12.4.1 state code (No receiving inroute group definitions packets) will be displayed if the IGM is not running. A few things to check include: 1. Verify that the outroute SQF is adequate. An SQF in the 30s may result in BAPs being lost. 2. If the SQF is adequate, determine if the terminal is receiving any control messages. HomeSystem StatusWAN InfoControl Packets Received 3. If the terminal is not receiving any control packets, then this may be a Gateway issue or a local terminal outroute issue. Try rebooting the terminal to see if the problem persists. 4. If the terminal is receiving some control messages, then the UplinkControl MsgsMessages link on the Advanced LUI can be examined to determine if BAP packets are not being received. If BAP messages are not received, but TSA messages and IGDP messages are, then should escalate to determine if there is an IGM problem.
State Code State Code Text Severity
12.6.2 No bandwidth allocation information available Error
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Description Troubleshooting Steps
The terminal is receiving Bandwidth Allocation Packets (BAP), but the BAPs are arriving too late or too early to be used. This state code is typically transient if observed at all. If this state code is persistent, then there are two likely causes: 1. If this is just occurring on one terminal, the frame number synchronization between the terminal and Gateway is off. Rebooting the terminal should resolve the issue. 2. If there is a trend across numerous terminals on a beam, then there is likely a frame number synchronization at the Gateway between the IGM and TSA components – need to escalate.
State Code State Code Text Severity Description Troubleshooting Steps State Code State Code Text Severity Description Troubleshooting Steps 3.3.7
12.6.3 No Aloha allocation information available Error The terminal is receiving Bandwidth Allocation Packets (BAP), but there are no Aloha allocations in the BAP. This is an IGM configuration issue. Note that current inroute group and escalate. 12.6.4 No Bootstrap Aloha allocation information available Error The terminal is receiving Bandwidth Allocation Packets (BAP), but there are no Bootstrap Aloha allocations in the BAP. This is an IGM configuration issue. Note that current inroute group and escalate.
Aloha
State Code State Code Text Severity Description
12.7.1 Aloha transmission is unsuccessful Error/Marginal The terminal is transmitting a (small aperture) Aloha burst, but is not receiving an acknowledgement from the Gateway that the Aloha burst was received.
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Troubleshooting Steps
This state code is difficult to troubleshoot. In the HN (Ku) system, this state code was known as ‘Tx Code 10’. If the Site Diagnostic Tool does not indicate that a truck roll is needed, then the following troubleshooting steps can be tried: 1. If this problem is due to a timing issue, the problem may resolve itself within a few (e.g. 5) minutes as the terminal will try a Bootstrap Aloha transmission after some configurable number of (small aperture) Aloha transmissions. 2. If the problem is due to a power control or attenuation issue, then reranging the terminal may resolve the problem. The ranging process established the correct power setting/attenuation for each rate 3. Note the inroute group the terminal is on and see if there is a trend in 12.7.1 problems. Overloading of the Aloha bursts may cause this problem. If the problem persists, escalate. A truck-roll may be required. [Ideally, we would have the terminal transmit a CW test carrier to determine if the terminal is able to successfully transmit at all]
State Code State Code Text Severity Description
12.7.2 Bootstrap Aloha transmission is unsuccessful Error/Marginal The terminal is transmitting a (large aperture) Aloha burst, but is not receiving an acknowledgement from the Gateway that the Aloha burst was received.
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Troubleshooting Steps
This state code is difficult to troubleshoot. In the HN (Ku) system, this state code was known as ‘Tx Code 13’. This state code is essentially the same as 12.7.1; however, the terminal is attempting to transmit a Bootstrap Aloha burst which utilizes a larger aperture to alleviate potential timing issues. If the Site Diagnostic Tool does not indicate that a truck roll is needed, then the following troubleshooting steps can be tried: 1. If this problem is due to a timing issue, one possible (but unlikely) issue is that the terminal latitude/longitude has not been entered correctly. [What is the best way for a Tier 1 agent to verify that lat/long of the terminal?] 2. If the problem is due to a power control or attenuation issue, then reranging the terminal may resolve the problem. The ranging process established the correct power setting/attenuation for each rate 3. Note the inroute group the terminal is on and see if there is a trend in 12.7.2 problems. Overloading of the Aloha bursts may cause this problem. 4. If this problem is occurring during installation, verify the following: a. The ‘DAPT’ tool should not be connected. If the DAPT is present, power off the terminal, disconnect the DAPT, and power on the terminal. b. Confirm that the location (latitude and longitude) of the terminal has been entered correctly. Even a location a few miles away can cause timing issues that will lead to this state code. If the problem persists, escalate. A truck-roll may be required. [Ideally, we would have the terminal transmit a CW test carrier to determine if the terminal is able to successfully transmit at all]
3.3.8
Ranging
State Code State Code Text Severity Description
12.8.1 Requesting ranging Marginal The terminal is requesting a ranging session from the Gateway.
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Troubleshooting Steps
A terminal ranges when it is first installed and potentially at other times to rebaseline its power settings. The ranging process should only take about one (1) minute for each rate that is ranged. If the terminal seems to be stuck in the 12.8.1 state, then rebooting the terminal may resolve the issue. [May want to consult the UplinkRangingSummary link on the Advanced LUI to see a summary of rates that have been ranged, determine if ranging is in progress, etc.]
State Code State Code Text Severity Description Troubleshooting Steps
12.8.2 Computing ranging values Marginal The terminal is currently executing the ranging process and computing the power setting values based on feedback from the Gateway. A terminal ranges when it is first installed and potentially at other times to rebaseline its power settings. The ranging process should only take about one (1) minute for each rate that is ranged. If the terminal seems to be stuck in the 12.8.2 state, then rebooting the terminal may resolve the issue. [May want to consult the UplinkRangingSummary link on the Advanced LUI to see a summary of rates that have been ranged, determine if ranging is in progress, etc.]
State Code State Code Text Severity Description Troubleshooting Steps
12.8.3 Sending ranging results Marginal The terminal has completed ranging for this rate and is sent ranging results to the Gateway. A terminal ranges when it is first installed and potentially at other times to rebaseline its power settings. The ranging process should only take about one (1) minute for each rate that is ranged. If the terminal seems to be stuck in the 12.8.3 state, then rebooting the terminal may resolve the issue. [May want to consult the UplinkRangingSummary link on the Advanced LUI to see a summary of rates that have been ranged, determine if ranging is in progress, etc.]
3.3.9
CLPC (Closed Loop Power Control)
State Code State Code Text Severity Description
12.9.1 Not receiving inroute power feedback packets Error The terminal is not receiving Inroute Power Feedback Packets (IPFP). The IPFP packets provide inroute Es/No power information to the terminals. They are also used to determine Stream ACK/NAK counts.
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Troubleshooting Steps
This state code will typically not be seen, as the 12.4.1 state code (No receiving inroute group definitions packets) will be displayed if the IGM is not running. A few things to check include: 1. Verify that the outroute SQF is adequate. An SQF in the 30s may result in IPFPs being lost. 2. If the SQF is adequate, determine if the terminal is receiving any control messages. HomeSystem StatusWAN InfoControl Packets Received 3. If the terminal is not receiving any control packets, then this may be a Gateway issue or a local terminal outroute issue. Try rebooting the terminal to see if the problem persists. 4. If the terminal is receiving some control messages, then the UplinkControl MsgsMessages link on the Advanced LUI can be examined to determine if IPFP packets are not being received. If IPFP messages are not received, but TSA messages and IGDP messages are, then should escalate to determine if there is an IGM problem.
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3.4
LAN State Codes
The LAN state codes indicate any issues or warnings with the LAN functionality of the terminal. All LAN state codes start with 13. There are 2 functional areas monitored for the LAN:
3.4.1
LAN Cable – LAN cable connectivity to the terminal. Functional code is 1 LAN Packet – LAN packets received. Functional code is 2 LAN Cable
13.1.1 LAN cable is not attached Error The terminal has not detected a LAN cable connected to the LAN port on the back of the terminal. Verify that a LAN cable on one end is connected to the LAN port on the back of Troubleshooting Steps the modem and other end to a computer. If router is connected to the modem, bypass the router and connect a computer/PC directly to the modem. If the customer does not have a computer/PC with a Ethernet port and has only a WiFi router, then perform the following steps with the router. State Code State Code Text Severity Description
If the problem persists, try the following steps: 1. Reconnect the LAN cable. Wait for around 60 secs. If problem persists, proceed to the next step. 2. Use different LAN Cable. Wait for around 60 secs. If problem persists, proceed to the next step. 3. Reboot the computer/PC/Router connected to the modem. If problem persists, proceed to the next step. 4. Reboot the modem. Wait for around 3 minutes. If problem persists, proceed to the next step. 5. Escalate to gather more data from the modem to determine if the modem LAN port is not functioning. If the customer
3.4.2
LAN Packets
State Code
13.2.1
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Packet NOT received from LAN interface Marginal Packets Not received from LAN interface for the past ‘n’ [configurable : default 600 secs] seconds. As soon as a packet is received from the LAN interface, this statecode will be cleared. Troubleshooting Steps Verify that a LAN cable on one end is connected to the LAN port on the back of the modem and other end to a computer. If router is connected to the modem, bypass the router and connect a computer/PC directly to the terminal. If the customer does not have a computer/PC with a Ethernet port and has only a WiFi router, then perform the following steps with the router. State Code Text Severity Description
If the problem persists, try following steps: 1. Reconnect the LAN cable. Wait for around 60 secs. On computer browser, try connecting to www.systemcontrolcenter.com. If problem persists, proceed to the next step.
2. Reboot the terminal. Wait for around 3 minutes. On computer browser, try connecting to www.systemcontrolcenter.com.If problem persists, proceed to the next step. 3. Escalate to gather more data from the terminal and the computer to determine if the LAN network is configured correctly.
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13.2.2 Packet(s) to internet NOT received from LAN interface. Marginal Packets to internet Not received from LAN interface for the past ‘n’ [configurable : default 600 secs] seconds. As soon as a packet is received, this statecode will be cleared. Troubleshooting Steps Verify that a LAN cable on one end is connected to the LAN port on the back of the modem and other end to a computer. If router is connected to the modem, bypass the router and connect a computer/PC directly to the modem. State Code State Code Text Severity Description
If the problem persists, try following steps: 1. Reconnect the LAN cable. Wait for around 60 secs. Issue “ping 8.8.8.8” again to generate internet traffic. . If problem persists, proceed to the next step. 2. Reboot the computer/PC. Wait for around 3 minutes. Issue “ping 8.8.8.8” again to generate internet traffic. . If problem persists, proceed to the next step. 3. Reboot the modem. Wait for around 3 minutes. Issue “ping 8.8.8.8” again to generate internet traffic. . If problem persists, proceed to the next step. 4. Escalate to gather more data from the modem and the computer to determine if the LAN network is configured correctly. If the customer does not have a computer/PC with a Ethernet port and has only a WiFi router, then perform the following steps with the router. 1. Reconnect the LAN cable. Wait for around 60 secs. From the device [connected to the WiFi] browser, try connecting to www.goolge.com again to generate internet traffic. . If problem persists, proceed to the next step. 2. Reboot the router. Wait for around 3 minutes From the device [connected to the WiFi] browser, try connecting to www.google.com again to generate internet traffic. . If problem persists, proceed to the next step. 3. Reboot the device. Wait for around 3 minutes From the device [connected to the WiFi] browser, try connecting to www.google.com again to generate internet traffic. . If problem persists, proceed to the next step. 4. Reboot the modem. Wait for around 3 minutes. From the device [connected to the WiFi] browser, try connecting to www.google.com again to generate internet traffic. . If problem persists, proceed to the next step. 5. Escalate to gather more data from the modem and the computer to determine if the LAN network is configured correctly.
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13.2.3 Packet(s) received from Unauthorized subnet Marginal The modem receiving packets from unauthorized subnet in last ‘n’ seconds [default : 60 seconds]. Most possibly because the router/computer attached to the modem has not obtained via DHCP new address after a possible reassociation. Troubleshooting Steps Verify that a LAN cable on one end is connected to the LAN port on the back of the modem and other end to a computer. If router is connected to the modem, bypass the router and connect a computer/PC directly to the modem. If the customer does not have a computer/PC with a Ethernet port and has only a WiFi router, then perform the following steps with the router. State Code State Code Text Severity Description
If the problem persists, try following steps: 1. Reconnect the LAN cable. Wait for around 60 secs. If problem persists, proceed to the next step. 2. Reboot the computer/PC/router. Wait for around 3 minutes. If problem persists, proceed to the next step. 3. Reboot the modem. Wait for around 3 minutes. If problem persists, proceed to the next step. 4. Escalate to gather more data from the modem and the computer to determine if the LAN network is configured correctly.
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13.2.4 Packet(s) received from Default Subnet. Marginal Packets detained for internet received from Default subnet in last ‘n’ [configurable : default 60 secs] seconds. Troubleshooting Steps Verify that a LAN cable on one end is connected to the LAN port on the back of the modem and other end to a computer. If router is connected to the modem, bypass the router and connect a computer/PC directly to the modem. If the customer does not have a computer/PC with a Ethernet port and has only a WiFi router, then perform the following steps with the router. State Code State Code Text Severity Description
If the problem persists, try following steps: 1. Reconnect the LAN cable. Wait for around 60 secs. If problem persists, proceed to the next step. 2. Reboot the computer/PC/router. Wait for around 3 minutes. If problem persists, proceed to the next step. 3. Reboot the modem. Wait for around 3 minutes. If problem persists, proceed to the next step. 4. Escalate to gather more data from the modem and the computer to determine if the LAN network is configured correctly.
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3.5
SYSINFO State codes
State Code State Code Text Severity Description
Troubleshooting Steps
State Code State Code Text Severity
20.1.1 Not receiving Management Router Advertisement (MRA) messages Marginal / Error The reason for not receiving this message are Management IPGW (s) is/are not operational. Terminal Out route not receiving multicast messages o Satellite gateway configuration issues.
Management Router advertisement system information message is sent periodically from the Management IPGW. This message contains the WAN & MGMT plane IPv6 prefix information. If this message is not received at all [since the terminal startup] then the terminal will wait for this message before proceeding to setup any L3/L4 functions. If the terminal has received the MRA in the past but is not currently receiving then the terminal will continue to use the IPv6 prefix information from the previously received message. If the message is not received because of problem with management IPGW, management plane messages [i.e. SDL, SBC etc.] may not reach the intended server/host at the Gateway. The data plane might still work normally if the terminal has associated (previously) with a data IPGW. This state code will typically be seen when 1. Terminal Out route is not operational (i.e.) SQF is not adequate [consult the Downlink->Summary on the advanced LUI to diagnose the Downlink issues: in this case this state code will be in shown as main cause of the terminal]. 2. If the outroute is operational, then check if the terminal is not receiving any data packets. HomeSystem StatusWAN InfoData Packets Received 3. If the terminal is not receiving any data packets, then this may be a Gateway issue or a local terminal outroute issue. Try rebooting the terminal to see if the problem persists. If the terminal is receiving some data packets, then the DownlinkMac Stats link on the Advanced LUI can be examined to determine if Broadcast packets are not being received. If Broadcast packets are received, then should escalate to determine if there is a Management Gateway problem. 20.2.1 Not receiving Management System (MS) Information messages Marginal
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Description
The reason for not receiving this message are
Troubleshooting Steps
3.6
SDL server(s) is/are not operational Management IPGW (s) is/are not operational. Terminal Out route not receiving multicast messages o Satellite gateway configuration issues. Routing issues between SDL server and the Management IPGW
Management Services system information message is sent periodically from the SDL server at the gateway. This message contains the address and status information of SDL Server, & Statistics Server. If this message is not received, the terminal might still be fully operation (as far as the data plane operations are concerned), but the SDL or the statistics upload operations will not be functional. This state code will typically be seen when 1. Terminal Out route is not operational (i.e.) SQF is not adequate [consult the Downlink->Summary on the advanced LUI to diagnose the Downlink issues: in this case this state code will be in shown as main cause of the terminal]. 2. If the outroute is operational, then check if the terminal is not receiving any data packets. HomeSystem StatusWAN InfoData Packets Received 3. If the terminal is not receiving any data packets, then this may be a Gateway issue or a local terminal outroute issue. Try rebooting the terminal to see if the problem persists. If the terminal is receiving some data packets, then the DownlinkMac Stats link on the Advanced LUI can be examined to determine if Broadcast packets are not being received. If Broadcast packets are received, then should escalate to determine if there is a Management Gateway or SDL server problem.
ASSOCIATION State Codes
Troubleshooting Steps
22.1.1 System Assigned Identifier (SAI) is not available Marginal / Error Association can’t occur until the terminal has registered and received a System Assigned Identifier (SAI). Complete registration of the terminal.
State Code State Code Text Severity
21.1.2 Not receiving Management Router Advertisement (MRA) messages Error
State Code State Code Text Severity Description
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Description
Troubleshooting Steps
State Code State Code Text Severity Description
Troubleshooting Steps
State Code State Code Text Severity
The reason for not receiving this message are
Management IPGW (s) is/are not operational. Terminal Out route not receiving multicast messages o Satellite gateway configuration issues.
Management Router advertisement system information message is sent periodically from the Management IPGW. This message contains the WAN & MGMT plane IPv6 prefix information. If this message is not received the terminal cannot associate with IPGW. [Refer to 20.1.1]. This state code will typically be seen when 1. Terminal Out route is not operational (i.e.) SQF is not adequate [consult the Downlink->Summary on the advance LUI to diagnose the Downlink issues: in this case this state code will be in shown as main cause of the terminal]. 2. If the outroute is operational, then check if the terminal is not receiving any data packets. HomeSystem StatusWAN InfoData Packets Received 3. If the terminal is not receiving any data packets, then this may be a Gateway issue or a local terminal outroute issue. Try rebooting the terminal to see if the problem persists. If the terminal is receiving some data packets, then the DownlinkMac Stats link on the Advanced LUI can be examined to determine if Broadcast packets are not being received. If Broadcast packets are received, then should escalate to determine if there is a Management Gateway problem. 21.1.3 All Association requests rejected, entering Backoff State. Error Reason for the terminal getting into this state is: all IPGWs in the IPGW pool are maximally loaded The terminal enters the back-off period due to being rejected by all IPGWs in the IPGW pool due to a transitory reject reason. In order to reduce the amount of traffic from terminals that are being rejected, the terminal goes into this longer back-off period before attempting to re-associate. The terminal stays in this back-off state until the expiry of the back-off timer. At that time, the terminal transitions back into the Selecting IPGW state and attempts to associate with IPGWs in the pool. This state code will typically be seen when all the IPGWs in the IPGW pool are heavily loaded, should escalate this problem to determine the reason for the heavy IPGW load. 21.1.4 Creating Data IPGW Pool Marginal
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Description
This is the initial state in which a terminal starts (e.g., after reboot). The terminal can also enter this state for one of the following reasons:
the terminal returns after an outage of the outroute or outroute stream either due to a long lasting transmission impairment or a Gateway component failure that is not quickly recovered
the pool size of IPGWs against which the terminal matches goes to the empty set the configuration of the terminal changes with respect to one of the matching parameters in which case the terminal must determine a new pool using different matching criteria.
Troubleshooting Steps
This state code will not be typically seen as it is a transitory state code. If the terminal persists in this state code for a long period of time, few things to check: 1. Terminal Out route is not operational (i.e.) SQF is not adequate [consult the Downlink->Summary on the advanced LUI to diagnose the Downlink issues: in this case this state code will be in shown as main cause of the terminal]. 2. If the outroute is operational, then check if the terminal is not receiving any data packets. HomeSystem StatusWAN InfoData Packets Received 3. If the terminal is not receiving any data packets, then this may be a Gateway issue or a local terminal outroute issue. Try rebooting the terminal to see if the problem persists. 4. If the terminal is receiving some data packets, then the DownlinkMac Stats link on the Advanced LUI can be examined to determine if Broadcast packets are not being received. If Broadcast packets are received, then should escalate to determine if there is a data IPGW problem.
State Code State Code Text Severity Description
21.1.5 Associating with Data IPGW Marginal Once the terminal has selected a candidate Data IPGW and sent an Association Request, the terminal awaits a response in the Associating state. The terminal enters the Associating state from the Selecting IPGW state. The terminal leaves the Associating state upon
Receiving an Association Accept upon which it transitions to the Terminal Associated state
Receiving an Association Reject or timing out after no response to multiple Association Requests upon which it transitions to Selecting IPGW state
Having attempted all IPGWs in the Pool and not receiving an Association Accept upon which the terminal enters the Backoff state.
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Troubleshooting Steps
This state code will not be typically seen as it is a transitory state code. If the terminal persists in this state code for a long period of time, few things to check: 1. Terminal Inroute is not operational. Consult the Uplink->Summary on the advance LUI to diagnose the uplink issues: in this case this state code will be in shown as main cause of the terminal]. 2. If the inroute is operational, then check if the terminal is not sending any data packets. HomeSystem StatusWAN Info Packets transmitted. 3. If the terminal is not sending any data packets, then this may be a local terminal inroute issue. Try rebooting the terminal to see if the problem persists. If the terminal is sending some data packets, should escalate to determine if there is a data IPGW / IGM problem.
State Code State Code Text Severity Description
21.2.1 Creating Wall Garden IPGW Pool Marginal
Terminal starts creating Wall Garden IPGW pool under following conditions:
If the terminal is rejected by more than one Data IPGW with a fundamental reject code, it starts creating Wall Garden IPGW pool where it can access customer care pages and basic services until the problem can be corrected. The Fundamental reject reasons are o Rejection due to signature mismatch o Rejection due to not supported service parameters o Rejection due to suspended state mismatch During terminal registration process (before activation).
If the terminal has been rejected (transitory) by all Data IPGWs in the pool (e.g., due to abnormally high loading), the terminal enters the Backoff state more than once. The transitory rejection reasons are: o
Reject due to candidate IPGW changing to a non-active state
o
Reject due to running out of IP Subnets to allocate to the terminal.
o
Jupiter Terminal State Code Definitions
Reject due to loading of candidate IPGW
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Troubleshooting Steps
This state code will not be typically seen as it is a transitory state code. If the terminal persists in this state code for a long period of time, few things to check: 1. Terminal Out route is not operational (i.e.) SQF is not adequate [consult the Downlink->Summary on the advanced LUI to diagnose the Downlink issues: in this case this state code will be in shown as main cause of the terminal]. 2. If the outroute is operational, then check if the terminal is not receiving any data packets. HomeSystem StatusWAN InfoData Packets Received 3. If the terminal is not receiving any data packets, then this may be a Gateway issue or a local terminal outroute issue. Try rebooting the terminal to see if the problem persists. If the terminal is receiving some data packets, then the DownlinkMac Stats link on the Advanced LUI can be examined to determine if Broadcast packets are not being received. If Broadcast packets are received, then should escalate to determine if there is a data IPGW problem.
State Code State Code Text Severity Description
21.2.2 Associating with Wall Garden IPGW Marginal Once the terminal has selected a candidate Wall Garden IPGW and sent an Association Request, the terminal awaits a response in the Associating state. The terminal enters the Associating state from the Selecting IPGW state. The terminal leaves the Associating state upon
Receiving an Association Accept upon which it transitions to the Terminal Associated state
Receiving an Association Reject or timing out after no response to multiple Association Requests upon which it transitions to Selecting IPGW state.
Troubleshooting Steps
This state code will not be typically seen as it is a transitory state code. If the terminal persists in this state code for a long period of time, few things to check: 1. Terminal Inroute is not operational. consult the Uplink->Summary on the advance LUI to diagnose the uplink issues: in this case this state code will be in shown as main cause of the terminal]. 2. If the inroute is operational, then check if the terminal is not sending any data packets. HomeSystem StatusWAN Info Packets transmitted. 3. If the terminal is not sending any data packets, then this may be a local terminal inroute issue. Try rebooting the terminal to see if the problem persists. If the terminal is sending some data packets, should escalate to determine if there is a data IPGW / IGM problem.
State Code State Code Text
21.2.3 Associated with Walled Garden IPGW for an Unknown Reason.
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Severity Description Troubleshooting Steps State Code State Code Text Severity Description
Marginal
The terminal has associated with the Wall Garden for an unknown reason. This state code should not occur. Escalate if observed.
21.2.4 Associated with Wall Garden IPGW for Terminal Activation. Marginal
The terminal has associated with the Wall Garden while waiting for the terminal activation (after successful registration).
The installer explicitly requests Terminal service activation or re-activation by clicking on the Terminal Service activation link on the Terminal Web UI.
Troubleshooting Steps
State Code State Code Text Severity Description
Troubleshooting Steps
State Code State Code Text Severity
The installer enters the SAN and PIN on the BSS screen based upon the copy of the work order provided to the installer and BSS validates these values. The SAN is used to associate the given terminal hardware identified by its ESN with the customer’s account and billing information already be provided as part of their original service order creation. The PIN acts as a password for service orders to ensure authorization to perform the given service order installation and Terminal service activation This state code is typically seen during the terminal activation after associating with the wall garden IPGW during registration & activation phase of the terminal. 21.2.5 Associated with Wall Garden IPGW for Service Activation. Marginal
The terminal has associated with the Wall Garden while waiting for the customer service activation (after successful installer activation).
The Customer Service activation steps beyond activating the Terminal service includes activating e-mail services, presenting the customer with the Terms and Conditions of the service, and offering to up-sell the customer on various value-added services.
This state code is typically seen during the terminal activation after associating with the wall garden IPGW during registration & activation phase of the terminal. This is state code is displayed after the terminal activation, but before the service activation. 21.2.6 Associated with Wall Garden IPGW due to Empty Data IPGW pool. Marginal
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Description
This situation can happen because :
All suitable DATA IPGWs are inactive
The terminals Service profile does not match with any of the active Data IPGW
Troubleshooting Steps
State Code State Code Text Severity Description
Troubleshooting Steps
All suitable DATA IPGWs are overloaded.
The terminal will automatically revert back to the Data IPGW as when a suitable DATA IPGW is available.
This state code is typically seen when an activated terminal is associated with a Wall Garden IPGW because of unavailability of Data IPGW to associate with. Should escalate to determine if there is a gateway problem. 21.2.7 Associated with Wall Garden IPGW due to Signature mismatch. Marginal
The terminal has associated with the Wall Garden because of signature mismatch of its Service Parameter Information with the DATA IPGW
To prevent a security loophole where the information could be modified, the terminal Service Parameter Information is protected from tampering by requiring the terminal to provide a signature along with the Service Information to the IPGW. This signature is a hash of the Service Parameter Information, the terminal’s device ID and is provided to the terminal along with the Service Parameter Information. The cryptographic key used to compute the signature itself is not configured at the terminal; the signature is computed by the NOC and passed to the terminal. Each IPGW that can receive an Association message is configured with the cryptographic key that it uses to compute a signature from the Service Parameter Information received from a terminal and compare it with the signature supplied by the terminal. If the two do not match, IPGW rejects the association request from the terminal. This state code is typically seen when an activated terminal is associated with a Wall Garden IPGW because of service signature mismatch, few things to check. 1. This might be the result of the inconsistency in the service configuration between the terminal and Data IPGWs. 2. Unauthorized modification of service parameter. Should escalate to determine if there is a gateway problem, or unauthorized tampering of the service parameter.
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State Code State Code Text Severity Description
21.2.8 Associated with Wall Garden IPGW due to Data IPGW Load Error Marginal
Troubleshooting Steps
This state code will typically be seen when all the IPGWs in the IPGW pool are heavily loaded, should escalate this problem to determine the reason for the heavy IPGW load.
The terminal has associated with the Wall Garden because the all data IPGWs rejected association requests due IPGWs exceeding the threshold load condition (DATA IPGW overload)
State Code State Code Text Severity Description
21.2.9 Associated with Wall Garden IPGW due to Service Mismatch Marginal The terminal associated with the Wall Garden because it is rejected by all the DATA IPGWs. This situation can happen because the terminal is not configured with appropriate mandatory service parameters for associating with Data IPGW. This situation can only be resolved by re-configuring the terminal with the required Service parameters
Troubleshooting Steps
This state code is typically seen when an activated terminal is associated with a Wall Garden IPGW because of service code mismatch. This might be the result of the inconsistency in the service configuration between the terminal and Data IPGWs. This situation can only be resolved by re-configuring the terminal with the required Service parameters.
State Code State Code Text Severity Description
21.2.10 Associated with Wall Garden IPGW due to connectivity failure. Marginal This condition happens when the terminal is not able to associate with any of the candidate data IPGW in its pool, due to association timeout. The most likely cause is the connectivity problem (uplink/downlink) between the terminal and Data IPGW(s). This state code is typically seen when an activated terminal is associated with a Wall Garden IPGW because of unavailability of data IPGW, should escalate this problem to determine the reason for the un-reachability data IPGW.
Troubleshooting Steps
State Code State Code Text Severity Description Troubleshooting Steps
21.2.11 Associated with Wall Garden IPGW due to Billing suspension. Marginal This condition happens when the customer has not paid his bills and the terminal operational state is configured to “Billing Suspension”. This state code is typically seen when an activated terminal is associated with a Wall Garden IPGW because of non-payment of service dues.
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State Code State Code Text Severity Description Troubleshooting Steps
State Code State Code Text Severity Description Troubleshooting Steps
21.2.12 Associated with Wall Garden IPGW due to Seasonal suspension. Marginal This condition happens when the terminal operational state is configured to “Seasonal Suspension”, most likely per customer request, when customer is not going to use the service for some time. This state code is typically seen when an activated terminal is associated with a Wall Garden IPGW because due to customer request for seasonal suspension. 21.2.13 Associated with Wall Garden IPGW due to Quality Assurance Test Marginal This condition happens when the terminal operational state is configured to “Product Assurance Test”. This state code is typically seen on terminals configured for Product qualification test mode.
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3.7
SBC State Codes
The SBC state codes indicate any issues during the installation and commissioning process as well as indicate progress. All SBC state codes start with 22. There are three (3) functional areas in SBC:
3.7.1
Input – Stage where input parameters (e.g. terminal location) are provided. Functional code is 1 Pointing – Stage where antenna pointing occurs. Functional code is 2 Registration – Stage where terminal ranges, registers, activates, and obtains configuration. Functional code is 3 Input
State Code State Code Text Severity Description Troubleshooting Steps
22.1.1 Waiting for installation parameters or terminal swap information Marginal This is the initial state code that will be displayed when SBC is started. At this stage, the terminal is waiting for the installer to provide the terminal location (latitude / longitude). In the case of a swapped terminal, the terminal will wait to receive a swap information message over the outroute. For a new installation, enter the terminal location and choose a satellite. For swapped terminals, wait a few minutes to receive a swap information message.
State Code State Code Text Severity Description Troubleshooting Steps
22.1.10 SBC configuration file is invalid or not found Error The SBC file is either not present on the terminal or is invalid/corrupt. If possible, upload the SBC file to the terminal. If not, replace with another IDU.
State Code State Code Text Severity Description
22.1.11 Hardware configuration file is invalid or not found Error The hardware configuration file for the terminal, which is provided during manufacture, is either not present or is invalid/corrupt. Replace with another IDU and RMA the original IDU.
Troubleshooting Steps State Code State Code Text Severity Description
22.1.12 Unable to select beam based on provided terminal location Error The beam selection algorithm was unable to select a beam based on the terminal location.
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Troubleshooting Steps 3.7.2
Verify that terminal Latitude and Longitude values have been entered correctly. Also verify that the terminal location is within one of the Jupiter beams.
Pointing
State Code State Code Text Severity Description Troubleshooting Steps State Code State Code Text Severity Description Troubleshooting Steps State Code State Code Text Severity Description Troubleshooting Steps
22.2.1 Pointing In Progress – Outroute not locked Marginal The terminal is in the Pointing stage of installation and the outroute is currently not locked. No issue as this is a normal state during the pointing stage. 22.2.2 Pointing In Progress – Outroute locked Marginal The terminal is in the Pointing stage of installation and the outroute is currently locked. No issue as this is a normal state during the pointing stage. 22.2.3 Pointing In Progress – Beam change: Set Radio Polarization to Left Hand Error The terminal is in the Pointing stage of installation and the outroute is currently not locked because an ODU polarity change to Left Hand (LH) is required. The preliminary beam selection algorithm selected a beam that is either not in an ‘Active’ state (may be under test) or there are no Active outroutes. To learn this information, the terminal had initially acquired the outroute and received a UBIP (User Beam Information Packet) message that provided the beam and outroute status. From the UBIP message, the terminal has automatically selected another beam that is Active and this beam is operating at a different polarity. The current polarity setting is Right Hand but the polarity needs to be set to Left Hand. To resolve the issue, the polarity of the ODU must be changed to Left Hand.
State Code State Code Text Severity Description
22.2.4 Pointing In Progress – Beam change: Set Radio Polarization to Right Hand Error The terminal is in the Pointing stage of installation and the outroute is currently not locked because an ODU polarity change to Right Hand (RH) is required.
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Troubleshooting Steps
The preliminary beam selection algorithm selected a beam that is either not in an ‘Active’ state (may be under test) or there are no Active outroutes. To learn this information, the terminal had initially acquired the outroute and received a UBIP (User Beam Information Packet) message that provided the beam and outroute status. From the UBIP message, the terminal has automatically selected another beam that is Active and this beam is operating at a different polarity. The current polarity setting is Left Hand but the polarity needs to be set to Right Hand. To resolve the issue, the polarity of the ODU must be changed to Right Hand.
State Code State Code Text Severity Description Troubleshooting Steps
State Code State Code Text Severity Description Troubleshooting Steps
State Code State Code Text Severity Description
22.2.5 Pointing In Progress – Outroute locked but not receiving UBIP messages Error The terminal is in the Pointing stage of installation and the outroute is currently locked, but UBIP messages are not being received. The terminal has acquired the outroute, but UBIP messages are not being received by the terminal. UBIP messages must be received by the terminal during the installation process to inform the terminal of Beam and Outroute state. Escalate to determine if there is a problem at the Gateway where UBIP messages are not being sent. 22.2.6 Pointing In Progress – Outroute locked but UBIP does not indicate any available outroutes Error The terminal is in the Pointing stage of installation and the outroute is currently locked, but the UBIP message indicates there are no beams or outroutes available. The terminal has acquired the outroute, but the UBIP message indicates that there are no beams or outroutes available for the given terminal location. Verify that the terminal location has been entered correctly. If the location is correct, then escalate to determine if there is an error in the UBIP message or if there really are no beams/outroutes available. 22.2.7 Pointing In Progress – Outroute locked but Polarization mismatch between sbc and UBIP Error The terminal is in the Pointing stage of installation and the outroute is currently locked, but the UBIP message contents to not match the SBC configuration file.
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Troubleshooting Steps
The terminal has acquired the outroute, but the UBIP message contents do not match the SBC configuration information in regards to the outroute frequency, polarity, or symbol rate. If this is only occurring on one terminal, then perhaps the sbc.cfg file on the terminal is corrupt. In this case, try another IDU. If this problem is occurring across multiple terminals, then escalate to determine if the UBIP message is correct.
State Code State Code Text Severity Description Troubleshooting Steps
22.2.8 Pointing In Progress – Outroute locked but Frequency mismatch between sbc and UBIP Error The terminal is in the Pointing stage of installation and the outroute is currently locked, but the UBIP message contents to not match the SBC configuration file. The terminal has acquired the outroute, but the UBIP message contents do not match the SBC configuration information in regards to the outroute frequency, polarity, or symbol rate. If this is only occurring on one terminal, then perhaps the sbc.cfg file on the terminal is corrupt. In this case, try another IDU. If this problem is occurring across multiple terminals, then escalate to determine if the UBIP message is correct.
State Code State Code Text Severity Description Troubleshooting Steps
22.2.9 Pointing In Progress – Outroute locked but symbol rate mismatch between sbc and UBIP Error The terminal is in the Pointing stage of installation and the outroute is currently locked, but the UBIP message contents to not match the SBC configuration file. The terminal has acquired the outroute, but the UBIP message contents do not match the SBC configuration information in regards to the outroute frequency, polarity, or symbol rate. If this is only occurring on one terminal, then perhaps the sbc.cfg file on the terminal is corrupt. In this case, try another IDU. If this problem is occurring across multiple terminals, then escalate to determine if the UBIP message is correct.
3.7.3
Registration
State Code State Code Text Severity
22.3.1 Ranging In Progress Marginal
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Description Troubleshooting Steps
The terminal is ranging to establish proper transmit power settings None, as the ranging process is expected after antenna pointing has completed.
State Code State Code Text Severity Description Troubleshooting Steps
22.3.2 Registration In Progress Marginal The terminal is registering with the Gateway/NMS. None, as the registration process is expected after the terminal ranges.
If the state persists, ensure that the DAPT is not connected in-between the IDU and ODU.
If the state persists, ensure that the DAPT is not connected in-between the IDU and ODU. State Code State Code Text Severity Description Troubleshooting Steps
22.3.3 Waiting for Configuration Marginal The terminal is waiting for final configuration. If the terminal is in this state for an extended period of time (e.g. more than 10 minutes) the installer may need to call in for assistance. If Terminal Activation does not go through, the call center may be able to monitor the terminal activation and possibly inform the installer to re-enter installation parameters. Verify that Terminal Activation and Service Activation have been completed. May also want to monitor the SDL process to see if configuration is scheduled to be sent to the terminal. This state code means that the terminal is waiting for the initial configuration following clicking the Terminal Activation Link. In the normal case, the Terminal Activation Link goes away and the installer can monitor the software down load and reset, and should see the Service Activation link. Error scenario 1: The Terminal Activation Link remains present and nothing appears to be happening. After waiting an additional 5 minutes, the installer should click the Terminal Activation Link again. If the link goes away and the software download starts, the installation continues in the normal case. If a message appears that the Terminal is already activated, the installer should click reregister to proceed. Error scenario 2: The Terminal Activation Link goes away but nothing appears to be happening. After waiting an additional 5 minutes, the installer should click reregister to proceed. Error scenario 3: The Terminal Activation screen shows an NMS error code (e.g., 221). Install support should escalate to the NMC and identify the NMS error code. (e.g., 221 is an illegal configuration due to a failed change/canceled order process.)
State Code
22.3.4
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State Code Text Severity Description Troubleshooting Steps
Associating with network Marginal The terminal is attempting to associate with a Walled Garden IPGW for Terminal Activation and Service Activation. None, as the terminal must associate with a Walled Garden IPGW in order to complete the Terminal and Service activation steps. If the state persists, attempt to verify the following: The outroute signal quality (SQF) is good (e.g. > 80) The inroute stream error rate (Stream NAK / Stream ACK) is less than 1.0% Walled Garden IPGWs are up and available at the Gateway
State Code State Code Text Severity Description Troubleshooting Steps
22.3.5 Terminal Activation stage Marginal The terminal has associated with a Walled Garden for Terminal Activation. None, as the Terminal Activation stage is part of the installation process. The installer and/or customer should complete the Terminal and Service activation steps using the associated web pages.
State Code State Code Text Severity Description
22.3.10 Bad Downlink state Error The downlink module is in an error state, most likely the outroute is not locked. This SBC state code should only appear once the pointing stage has complete and the terminal is attempting to register, activate, or obtain configuration. Most likely the outroute is no longer locked. Determine the current Downlink state code and troubleshoot according to the Downlink state code.
Troubleshooting Steps
State Code State Code Text Severity Description
22.3.11 Unable to transmit successfully to the Gateway Error The terminal is attempting to transmit a Bootstrap Aloha (large aperture) burst but is unsuccessful in all transmission attempts.
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Troubleshooting Steps
This SBC state code should only appear during the Registration stage. Verify that the terminal location information has been entered correctly. Verify that the polarity setting is correct on the ODU. Assuming there are no known Gateway issues, replace the ODU if the problem persists. This state code is essentially the same as the 12.7.2 state code and can be diagnosed accordingly. Of particular interest is the following: a. The ‘DAPT’ tool should not be connected. If the DAPT is present, power off the terminal, disconnect the DAPT, and power on the terminal. b. Confirm that the location (latitude and longitude) of the terminal has been entered correctly. Even a location a few miles away can cause timing issues that will lead to this state code.
State Code State Code Text Severity Description Troubleshooting Steps
22.3.12 Failed to successfully range most robust rate Error The terminal was unable to meet the minimum Es/No requirements for ranging at the most robust rate (which is typically 512 ½) This SBC state code should only appear during the Registration stage. Verify, via the outroute signal quality, that the antenna is still pointed well. Verify cable connections between the IDU and ODU. Force range the terminal again (Advanced LUI: UplinkRangingForce Range). Replace the ODU if the problem persists.
State Code State Code Text Severity Description Troubleshooting Steps
22.3.13 Bad Uplink State Error The Uplink module is in an error state. This SBC state code should only appear once the pointing stage has complete and the terminal is attempting to register, activate, or obtain configuration. Determine the current Uplink state code and troubleshoot according to the Uplink state code.
State Code State Code Text Severity Description
22.3.14 Registration failed because terminal failed to resolve NMS address Error The terminal is attempting to register with the NMS (Network Management System), but is unable to resolve the server address using DNS.
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Troubleshooting Steps
First verify via the Advanced LUI (GeneralSummary) that the terminal is receiving Management Router Advertisement (MRA) messages. If not, then escalate indicating the MRA messages are not being sent from the Gateway. If MRA messages are being received, then there may be a routing issues at the Gateway between the Management Gateway servers and the DNS servers. Need to escalate. Rebooting the terminal will sometimes clear this state if it’s due to an intermittent terminal issue.
State Code State Code Text Severity Description Troubleshooting Steps State Code State Code Text Severity Description Troubleshooting Steps State Code State Code Text Severity Description Troubleshooting Steps
22.3.15 Registration failed because terminal received invalid response from NMS Error The terminal received a registration response from the NMS that it does not know how to handle. Verify that the software version running on the terminal is up to date. If terminal software is up to date, attempt to use another IDU. If problem persists, escalate. 22.3.16 Registration failed because terminal failed to authenticate NMS Error During the registration process, the NMS authenticates the terminal and the terminal authenticates the NMS. For this state code, the terminal failed to authenticate the NMS. This state code is highly unlikely to happen, as it indicates an unknown ‘imposter’ NMS. Attempt to use another IDU. If problems persists, escalate. 22.3.21 Registration failed due to invalid terminal serial number Error During the authentication phase of registration, the NMS was unable to load the associated encryption key for the terminal. This problem may occur if the NMS does not have the keys loaded for the terminal. Attempt to use another IDU. If the problem persists, escalate. Note that this problem may occur if an XCI (Barrett) terminal is attempting to commission on a NAD gateway.
State Code State Code Text Severity Description Troubleshooting Steps
22.3.22 Registration failed due to blacklisted terminal serial number Error During the authentication phase of registration, the NMS will not authenticate the terminal because it is on the ‘black list’. This problem will occur if terminal is on the ‘black list’ of terminals at the NMS. The terminal should be returned to Hughes. Attempt to use another IDU. If the problem persists, escalate.
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State Code State Code Text Severity Description Troubleshooting Steps State Code State Code Text Severity Description Troubleshooting Steps State Code State Code Text Severity Description Troubleshooting Steps State Code State Code Text Severity Description Troubleshooting Steps State Code State Code Text Severity Description Troubleshooting Steps State Code State Code Text Severity Description
22.3.23 Registration failed because terminal swap not allowed Error The terminal is attempting to register as a swap for an existing terminal, but a ‘Swap Allowed’ has not been configured. Escalate to determine why a swap is not allowed. 22.3.24 Registration failed because terminal move not allowed Error The terminal is attempting to (re)register with a different terminal location, but a ‘Move Allowed’ has not been configured. Either correct the terminal location to match the original values or escalate to determine why a move is not allowed. 22.3.25 Registration failed because registration information was not provided Error The terminal is attempting to register but a complete set of registration information is not being sent to the NMS. Return to the Input Parameters page and verify that all fields have been provided. If the problem persists, attempt to use another IDU. If the problem still persists, escalate. 22.3.26 Registration failed because registration information is invalid Error The terminal is attempting to register but invalid registration information is being sent to the NMS. Return to the Input Parameters page and verify that all fields have been provided. If the problem persists, attempt to use another IDU. If the problem still persists, escalate. 22.3.27 Registration failed because NMS failed to authenticate terminal Error During the authentication phase of registration, the NMS was unable to authenticate the terminal. This problem may occur if the NMS does not have the correct keys loaded for the terminal or there is an issue with the master key loaded into the terminal. Attempt to use another IDU. If the problem persists, escalate. 22.3.28 Registration failed because NMS received simultaneous registration messages Error The NMS received multiple registration messages from the terminal within the timeout period.
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Troubleshooting Steps
This may occur if there are reception or transmission errors between the terminal and the gateway. This problem should resolve itself within a few attempts. If the problem persists, escalate.
State Code State Code Text Severity Description
22.3.29 Registration failed because challenge response timeout Error During the authentication phase of registration, there was a challenge response timeout between the terminal and NMS. This may occur if there are reception or transmission errors between the terminal and the gateway. This problem should resolve itself within a few attempts. If the problem persists, escalate.
Troubleshooting Steps State Code State Code Text Severity Description Troubleshooting Steps
22.3.30 Registration failed because NMS processing failure Error There is a general processing error at the NMS during registration. This problem is typically caused by routing or other configuration issues at the gateway. If the problem persists, escalate.
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3.8
TCP Acceleration (PEP) State Codes
State Code State Code Text Severity Description Troubleshooting Steps State Code State Code Text Severity Description Troubleshooting Steps State Code State Code Text Severity Description Troubleshooting Steps
23.1.1 All Backbones are down. Error This state code is mentioned here for completeness. All backbones are not initialized only when the terminal is not associated with any IPGW. Need to investigate the reason for not associating with any IPGW. 23.1.2 PEP is disabled Warning The PEP configuration is disabled. User might experience slow browsing / downloads as a result of this. This state code is typically seen when the PEP mode configuration is disabled, This situation can only be resolved by re-configuring the terminal. 23.1.3 No Classifier rule defined. Warning No Classifier rule defined. User might experience slow browsing / downloads as a result of this. This state code is typically seen when no classifier rules are defined. This situation can only be resolved by configuring some classifier rules for the terminal.
State Code State Code Text Severity Description Troubleshooting Steps
23.1.4 Some Backbones are down. Marginal This statecode indicates that not all backbones are functional. This may occur if there are reception or transmission errors between the terminal and the gateway. This problem should resolve itself within a few attempts. If the problem persists, try reseting the backbone from the IPGW. If the problem persists, try re-associating the terminal. If the problem persists, escalate
State Code State Code Text Severity Description
23.1.5 Excessive backbone resets received Marginal This statecode indicates that number of resets received within a specified time interval [configured: default 60 secs] exceeds the configured threshold value [default 2]
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Troubleshooting Steps
This may occur if there are reception or transmission errors between the terminal and the gateway. This problem should resolve itself within a few attempts. If the problem persists, try reseting the backbone from the IPGW. If the problem persists, try re-associating the terminal. If the problem persists, escalate
State Code State Code Text Severity Description
23.1.6 Excessive backbone resets transmitted Marginal This statecode indicates that number of resets transmitted within a specified time interval [configured: default 60 secs] exceeds the configured threshold value [default 2] This may occur if there are reception or transmission errors between the terminal and the gateway. This problem should resolve itself within a few attempts. If the problem persists, try reseting the backbone from the IPGW. If the problem persists, try re-associating the terminal. If the problem persists, escalate
Troubleshooting Steps
State Code State Code Text Severity Description Troubleshooting Steps
State Code State Code Text Severity Description Troubleshooting Steps
23.1.7 Excessive PBP Selective Acknowledgements transmitted. Marginal This statecode indicates that % of PBP SACKs transmitted to IPGW with respect to the number of packets received from the IPGW within a specified time interval [configured: default 60 secs] exceeds the configured threshold value [default 2%] This may occur if there are reception errors between the terminal and the gateway. This problem should resolve itself after transmission errors cleared. If the problem persists and there are no Layer 2 reception [Downlink] errors, try reseting the backbone from the IPGW. If the problem persists, try re-associating the terminal. If the problem persists, escalate 23.1.8 Excessive PBP Selective Acknowledgements Received. Marginal This statecode indicates that % of PBP SACKs received from IPGW with respect to the number of packets transmitted to the IPGW within a specified time interval [configured: default 60 secs] exceeds the configured threshold value [default 2%] This may occur if there are transmission errors between the terminal and the gateway. This problem should resolve itself after reception errors cleared. If the problem persists and there are no transmission errors, try reseting the backbone from the IPGW. If the problem persists, try re-associating the terminal. If the problem persists, escalate
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State Code State Code Text Severity Description Troubleshooting Steps
State Code State Code Text Severity Description Troubleshooting Steps
State Code State Code Text Severity Description Troubleshooting Steps
State Code State Code Text Severity
23.1.9 Excessive PBP Zero Window Received. Marginal This statecode indicates that % of PBP Zero Window received from IPGW with respect to the number of packets transmitted to the IPGW within a specified time interval [configured: default 60 secs] exceeds the configured threshold value [default 1%] This may occur if there are transmission errors between the terminal and the gateway. This problem should resolve itself after transmission errors cleared. If the problem persists and there are no transmission errors, try reseting the backbone from the IPGW. If the problem persists, try re-associating the terminal. If the problem persists, escalate 23.1.10 Excessive PBP Zero Window Messages Transmitted. Marginal This statecode indicates that % of PBP Zero Window transmitted to IPGW with respect to the number of packets received from the IPGW within a specified time interval [configured: default 60 secs] exceeds the configured threshold value [default 1%] This may occur if there are transmission errors between the terminal and the gateway. This problem should resolve itself after reception errors cleared. If the problem persists and there are no transmission errors, try reseting the backbone from the IPGW. If the problem persists, try re-associating the terminal. If the problem persists, escalate 23.1.11 Excessive PBP packets retransmitted Marginal This statecode indicates that % of PBP packets retransmitted to IPGW with respect to the number of packets transmitted to the IPGW within a specified time interval [configured: default 60 secs] exceeds the configured threshold value [default 1%] This may occur if there are transmission errors between the terminal and the gateway. This problem should resolve itself after transmission errors cleared. If the problem persists and there are no transmission errors, try reseting the backbone from the IPGW. If the problem persists, try re-associating the terminal. If the problem persists, escalate 23.2.1 Excessive Spoofed connection resets Marginal
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Description Troubleshooting Steps
State Code State Code Text Severity Description Troubleshooting Steps
State Code State Code Text Severity Description Troubleshooting Steps
State Code State Code Text Severity Description
This statecode indicates that % of Spoofed connection resets received from IPGW with respect to the number of spoofed connection wiithin a specified time interval [configured: default 60 secs] exceeds the configured threshold value [default 1%] This may occur if there is a momentary resource [memory] in the IPGW this is should get resolved itself when the resources free up. If it persists for a more than 10 mins then try resetting the backbone. This can also happen if the remote host [internet host] is down or not able to establish the connection or might be down. This problem should resolve itself when the remote host come up or able to establish connection. If the problem persists and there are no transmission errors, try reseting the backbone from the IPGW. If the problem persists, try re-associating the terminal. If the problem persists, escalate 23.2.2 Excessive TCP Selective Acknowledgements transmitted. Marginal This statecode indicates that % of TCP SACKs transmitted to host(s) connected to LAN with respect to the number of packets received from the LAN within a specified time interval [configured: default 60 secs] exceeds the configured threshold value [default 2%] This problem might happen if LAN cable is defective, or the if the remote host is connected via WiFi connection then wireless environment might be interferernce prone. Try resetting the router to resolve the issue,. If the problem persists, try re-associating the terminal. If the problem persists, escalate 23.2.3 Excessive TCP Selective Acknowledgements received. Marginal This statecode indicates that % of TCP SACKs received from host(s) connected to LAN with respect to the number of packets transmitted to the LAN within a specified time interval [configured: default 60 secs] exceeds the configured threshold value [default 2%] This problem might happen if LAN cable is defective, or the if the remote host is connected via WiFi connection then wireless environment might be interferernce prone. Try resetting the router to resolve the issue,. If the problem persists, try re-associating the terminal. If the problem persists, escalate 23.2.4 Excessive Zero windows received. Marginal This statecode indicates that % of TCP Zero windows received from host(s) connected to LAN with respect to the number of packets transmitted to the LAN within a specified time interval [configured: default 60 secs] exceeds the configured threshold value [default 1%]
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Troubleshooting Steps
This problem might happen if host has run out of the resources where it cannot handle the rate at which TCP packets are transmitted from the terminal. Try freeing up memory/resources at the host or reset the host.
State Code State Code Text Severity Description
23.2.5 Excessive Zero windows Transmitted. Marginal This statecode indicates that % of TCP Zero windows transmitted to host(s) connected to LAN with respect to the number of packets received from the LAN within a specified time interval [configured: default 60 secs] exceeds the configured threshold value [default 1%] This problem might happen if the terminal has run out of the resources where it cannot handle the rate at which TCP packets are received from the host. This problem should resolve within a short time, if not try reassociating the terminal.
Troubleshooting Steps
State Code State Code Text Severity Description Troubleshooting Steps
3.9
23.2.6 Excessive TCP packets retransmitted Marginal This statecode indicates that % of TCP packets retransmitted to host(s) connected to LAN with respect to the number of packets transmitted to the LAN within a specified time interval [configured: default 60 secs] exceeds the configured threshold value [default 1%] This problem might happen if LAN cable is defective, or the if the remote host is connected via WiFi connection then wireless environment might be interferernce prone. Try resetting the router to resolve the issue,. If the problem persists, try re-associating the terminal. If the problem persists, escalate
FAP State Codes
State Code State Code Text Severity Description Troubleshooting Steps
24.1.1 Download Throttled. Error Download throughput is throttled. This state code is typically displayed when terminals has used all its download allowance. This situation can be resolved when the customer buys additional download tokens or after the next refill time.
State Code State Code Text Severity Description Troubleshooting Steps
24.1.2 FAP information not available. Error Associated IPGW not providing FAP information. This state code is displayed when a terminal is associated with a wall garden IPGW. Consult the association state code (21.x.x.x) to examine the reason for associating with wall garden IPGW.
3.10 Conditional Access Controller (CAC) State Codes Jupiter Terminal State Code Definitions
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[Note: CAC state codes are first introduced in the ER3.0 terminal software release] State Code State Code Text Severity Description Troubleshooting Steps
25.1.1 Current key either not exist or outdated Marginal The terminal either does not have the ‘Current’ conditional access key or the Current key version does not match what is announced in the OSDP message. The terminal will send a key request to the key dispatch server immediately, if the current key version (as announced in the OSDP message) is valid (i.e., not zero). If the current key is still not received after a number of repeated key requests (say 10 times), then escalate.
State Code State Code Text Severity Description Troubleshooting Steps
25.1.2 Alternate (Not Current) key either not exist or outdated Informational The terminal either does not have the next (sometimes referred to as the ‘Not Current’) conditional access key or the Not Current key version does not match what is announced in the OSDP message. The terminal will send a key request to the key dispatch server, if the Not Current key version (as announced in the OSDP message) is valid (i.e., not zero), and the Not Current key request suppress flag is OFF in OSDP message. Usually, no escalation is required because Not Current key is not affecting the normal operation for now, until key is switched.
State Code State Code Text Severity Description Troubleshooting Steps
25.1.3 Unable to request key because key server is out of service Marginal The KDP server is marked as “out of service” in system information which is delivered from gateway. No troubleshooting needed on terminal side. The terminal will not request new keys until KDP serve is up again.
Troubleshooting Steps
25.1.4 Encrypted master key is not available Marginal EEMK is provided in key.txt, which in turn is downloaded from NOC during terminal commissioning process. If EEM is not in key.txt, or key.txt is empty, then the terminal commission is failed or never done. Re-install or re-register will fix the problem. Key request will be suppressed if EEMK is not available Reboot terminal, if problem is still there, re-install or re-register
State Code State Code Text Severity
25.1.5 Encrypted master key is bad or corrupted Marginal
State Code State Code Text Severity Description
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Description Troubleshooting Steps State Code State Code Text Severity Description Troubleshooting Steps State Code State Code Text Severity Description Troubleshooting Steps
EEMK is provided in key.txt, which in turn is downloaded from NOC during terminal commissioning process. If EEM is not in key.txt, or key.txt is empty, then the terminal commission is failed or never done. Re-install or re-register will fix the problem. Key request will be suppressed if EEMK is invalid Reboot terminal, if problem is still there, re-install or re-register 25.1.7 Unable to verify key because OSDP is not available or expired Marginal This happens if the terminal does not receive new OSDP packets (which contains key version information) within 5 seconds. This should not be the system state code if OSDP messages are not being received. Follow troubleshooting steps for outroute state codes (See 11.2.x state codes) 25.1.6 Unable to verify key because outroute is not locked Marginal This happens if the outroute is not locked. This should not be the system state code if the outroute is not locked. Follow troubleshooting steps for outroute not locked state code (See 11.2.x state codes)
3.11 Software Download (SDL) State Codes
The SDL state codes indicate any issues or warnings with the Software Download functionality of the terminal. This includes configuration file downloads as well as terminal software downloads. All SDL state codes start with 26. [Note: SDL state codes were first introduced in the 2.2 terminal software release.] State Code State Code Text Severity Description Troubleshooting Steps
26.1.1 Software image downloading Informational A terminal software update is currently being downloaded. This state code is an informational state code that is displayed while the terminal is in the process of downloading a software update. The software download process does not impact performance. Typically, no troubleshooting steps are required for this state code. If this state code persists for more than a few minutes, it may indicate that there are downlink and/or uplink issues (e.g. packet loss) or issues with software download at the Gateway. ‘Current Hourly History’ diagnostics can be used to determine if there are downlink or uplink issues. If no downlink or uplink issues are observed through the terminal diagnostics, determine if there is a trend across the associated Gateway that may point towards an SDL issue at the Gateway.
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State Code State Code Text Severity Description Troubleshooting Steps
26.1.2 Configuration files downloading Informational Configuration file(s) are currently being downloaded. This state code is an informational state code that is displayed while the terminal is in the process of downloading configuration files. Configuration file downloading does not impact performance. No troubleshooting steps are required for this state code. Typically, no troubleshooting steps are required for this state code. If this state code persists for more than a few minutes, it may indicate that there are downlink and/or uplink issues (e.g. packet loss) or issues with software download at the Gateway. ‘Current Hourly History’ diagnostics can be used to determine if there are downlink or uplink issues. If no downlink or uplink issues are observed through the terminal diagnostics, determine if there is a trend across the associated Gateway that may point towards an SDL issue at the Gateway.
3.12 Web Acceleration Client (WAC) State Codes
The WAC state codes indicate any issues or warnings with the Web Acceleration functionality of the terminal. All WAC state codes start with 30. There are two (2) functional areas monitored for the WAC:
MBX Connectivity – Monitors the MBX connectivity between the Web Acceleration Client (WAC) in the terminal and the Web Acceleration Server (WAS) at the Gateway. Functional code is 1 WAC Operation Mode - Indicates the operational configuration of the WAC. Functional code is 2
3.12.1 MBX Connectivity State Code State Code Text Severity Description
30.1.1 Web acceleration client in backoff state Marginal The Web Acceleration Client (WAC) is unable to bring up the MBX TCP connection to the Web Acceleration Server (WAS)
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Troubleshooting Steps
This typically occurs when there is some sort of transport-related issue that prevents the WAC from establishing a TCP socket (MBX) connection to the WAS. Verify that all PEP backbones are up. Whenever there is a PEP issue, there will be an MBX issue. If PEP is up and there are no uplink or downlink issues (including high error rates that may now show up as state codes but would be present in diagnostics), then it is probably a bug in the MBX connection handling that results in the MBX getting into a stuck state. To try and work around that, go the Web Acceleration Control LUI page and reset the MBX to force it back to the idle state from where it will again attempt to connect again once there is user traffic from the browser. If that does not work, then, from the same page, try disabling then enabling the WAC as see if that helps. Because of the way the WAS pooling works, the WAC has a list of N WAS addresses to use. The WAS will record a failed MBX attempt as a black listed item and try to connect to a different WAS until it exhausts the list of all non-black listed addresses. So, it is highly unlikely that the WAC will be stuck in backoff due to a WAS-side issue. Three connection attempts are made to three different WAS before giving up and going into backoff. You can also consult the Web Acceleration MBX Summary LUI page to see details as to each connection attempt and the error reasons for their failures. This is the key information that should be captured and reported to engineering for a persistent backoff issue. Two possible resolutions to this state code include: a. Force (re)associating to another IPGW. This can be done through the advanced LUI under AssociationForce Re-association b. Rebooting the terminal
3.12.2 WAC Operation Mode State Code State Code Text Severity Description Troubleshooting Steps
30.2.2 Web acceleration Disabled by user Marginal The Web Acceleration Client (WAC) has been disabled by the user through terminal LUI The Control link under the Web Acceleration section of the Advanced LUI provides the ability to disable web acceleration. The Control link should be used to re-enable web acceleration.
State Code State Code Text Severity Description
30.2.3 Web acceleration Disabled via configuration Marginal The Web Acceleration Client (WAC) has been disabled via configuration files sent from the Network Management System (NMS).
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Troubleshooting Steps
If possible, determine which Web Acceleration Client profile is being used for the terminal. Verify that web acceleration is enabled in the profile. If it’s expected that web acceleration should be enabled for the terminal, force a configuration reconcile so that the terminal gets the most recent configuration.
3.13 Dynamic Name Service Proxy (DNS Proxy) State Codes
The DNS state codes indicate any issues or warnings with the Dynamic Name service functionality of the terminal. All DNS state codes start with 31. There is one functional areas monitored for the DNS:
DNS Server side – Monitors the server functionality (i.e.) response for the DNS Queries. Functional code is 1
3.13.1 DNS Server State Code State Code Text Severity Description Troubleshooting Steps
31.1.1 Excessive DNS Response Timeout Marginal This statecode is set when the percentage of timeouts for the DNS queries sent the upstream server exceeds configured threshold value of 5%. This typically occurs when there is some sort of transport-related issue which causes the queries to be dropped in transit to the server or the when the server is overloaded and not able to process the queries. 1. Check the transport statistics. 2. If the transport statistics is good, and the problem persists for a long period of time escalate to determine whether the router is overloaded.
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