1. Hughes Proprietary HughesNet Remote Software Version 5.4.0.X Training HughesNet Powered By Partner and Value Added Reseller (VAR)

2. Hughes Proprietary 2 HNTR-0032 Rev.1 03/12/2007 All rights reserved. This publication and its contents are proprietary to HUGHES. No part of this publication may be reproduced in any form or by any means without the written permission of HUGHES, 11717 Exploration Lane, Germantown, Maryland 20876. Copyright © 2007 HUGHES Proprietary Send any questions about this course to CSTRAINING@hns.com and mark the subject line HNTR-0032 Rev.1.CSTRAINING@hns.com Proprietary Notice

3. Hughes Proprietary 3 HNTR-0032 Rev.1 03/12/2007 About this Course This course is for HughesNet Powered By Partner’s and Value Added Reseller (VAR) Help Desk Agents who provide technical support to HughesNet remotes running 5.4.0.X software The new diagnostic features in the 5.4.0.X software are used to enhance HughesNet remote on-site troubleshooting efforts when walking the customer through standard troubleshooting steps

4. Hughes Proprietary 4 HNTR-0032 Rev.1 03/12/2007 Course Pre-requisites Pre-requisites to learning diagnostic features of 5.4.0.X software –Basic trouble isolation processes and procedures for HughesNet Remotes with Diagnostic tools on the remote’s System Control Center, and Advanced troubleshooting tools on the Advanced Statistics pages

5. Hughes Proprietary 5 HNTR-0032 Rev.1 03/12/2007 Course Outline I.Introduction to remote Software A.Help Desk Agent’s trouble isolation procedure B.Trouble isolation functionality C.Remotes running 5.4.0.X software D.5.4.0.X software home page diagnostics E.5.4.0.X software advanced statistics diagnostics F.Automated problem detection II.5.4.0.X Software System Control Center Features III.5.4.0.X Software Advanced Statistics Page Diagnostic Features IV.Hourly History Troubleshooting Procedures V.Resources A.KB Articles and Troubleshooting Procedures B.Home Page Diagnostics C.Advanced Page Diagnostics VI.Appendix A – Terms and Acronyms VII.Appendix B – KB Articles VIII.Appendix C – 5.4.0.X Software Diagnostic Messages IX.Change Log

6. Hughes Proprietary 6 HNTR-0032 Rev.1 03/12/2007 Course Objectives To provide the knowledge of how to use Software Version 5.4.0.X diagnostic features Upon completion, you will be able to: –Identify which software version is assigned to which HughesNet remote –Understand and use the 5.4.0.X diagnostic feature

7. Hughes Proprietary 7 HNTR-0032 Rev.1 03/12/2007 Introduction to Remote Software

8. Hughes Proprietary 8 HNTR-0032 Rev.1 03/12/2007 Help Desk Agent’s Trouble Isolation Procedure When troubleshooting a customer’s problem Help Desk Agents will: 1.Ask the customer what they have determined so far, if they have used the Diagnostic tools, then determine what problem they were able to isolate to (i.e., I cannot access the System Control Center ) and what steps they have performed (restarted unit, ping test, etc.) and record their observations, do a little verification of their observations 2.Help Desk Agents will step the customer through the troubleshooting process using the diagnostic features within the System Control Center and the Advanced Statistics pages and follow standard troubleshooting procedures

9. Hughes Proprietary 9 HNTR-0032 Rev.1 03/12/2007 Trouble Isolation Functionality HughesNet provisions its remote software builds to provide data outputs to be used specifically for trouble isolation purposes 5.4.0.X Software features an Automated Problem Detection System that allows the automatic collection of data from many different statistical data collection points within the HughesNet remote This course presents the trouble isolation functionality within the 5.4.0.X software and the available operational statistical data history –Problem Troubleshooting outputs available to the customer –Help Desk Agent facing Advanced Statistics Diagnostic outputs

10. Hughes Proprietary 10 HNTR-0032 Rev.1 03/12/2007 Remotes Running 5.4.0.X Software 5.4.0.X Software builds are assigned as follows: – DW6000 – Version 5.4.0.16 – DW7X00 Series – Version 5.4.0.28 – HN7X00S Series – Version 5.4.0.28

11. Hughes Proprietary 11 HNTR-0032 Rev.1 03/12/2007 5.4.0.X Software Home Page Diagnostics Diagnostic Utilities links on the System Control Center Home page –Connectivity Test –Problem Troubleshooting Problem Troubleshooting –What the Diagnostic Messages Mean? Diagnostic Message List (Appendix C) Diagnostic Messages links

12. Hughes Proprietary 12 HNTR-0032 Rev.1 03/12/2007 5.4.0.X Software Advance Statistics Diagnostics Hourly History Archived Records IP Address Stats LAN1 Stats TTMP History Per TPS History CPU Usage Stats Generate Traffic Expert Diagnostic Links on the Advanced Statistics Page –Ping Test link

13. Hughes Proprietary 13 HNTR-0032 Rev.1 03/12/2007 Automated Problem Detection Each problem detected by the remote is associated with a set of statistics –Each statistic, in turn, is associated with thresholds to classify it as Good, Bad or Marginal –If all statistics included in a problem signature have “Good” values, the problem is not indicated –If any of the statistics included in the signature is “Bad”, the problem may get indicated –If any of the statistics in a problem signature have “Marginal” values, the problem is indicated For example, Stream-NAK-to-Ack percentage is included in the signature for Uplink Errors If the Stream-Nak-to-Ack percentage during a specific time interval exceeds the “Bad” threshold, it shall cause “Uplink Errors” to be identified as an issue during that interval

14. Hughes Proprietary 14 HNTR-0032 Rev.1 03/12/2007 5.4.0.X Software System Control Center Features

15. Hughes Proprietary 15 HNTR-0032 Rev.1 03/12/2007 Software Diagnostic Utilities  There is a new Problem Troubleshooting link that is available to the customer from the System Control Center Home Page

16. Hughes Proprietary 16 HNTR-0032 Rev.1 03/12/2007 Problem Troubleshooting This feature is intended to include typical troubleshooting steps that can be used by the customer to allow faster and better troubleshooting on his own or under the guidance of a Help Desk Agent For example: –The customer is provided a drop-down menu with typical customer problems such as: “Web Pages paint slowly” “It takes a long time to download big files” –Another drop-down menu with a time interval is provided Last 15 minutes 15-30 minutes ago

17. Hughes Proprietary 17 HNTR-0032 Rev.1 03/12/2007 Problem Troubleshooting Steps The customer selects a problem description that most resembles the problem being experienced (5 choices are available); a time frame in which the problem occurred; and conducts a diagnostic test that will provide a troubleshooting analysis whose output will direct the user to take some specific troubleshooting step(s) Customer Troubleshooting Choices

18. Hughes Proprietary 18 HNTR-0032 Rev.1 03/12/2007 Problem Troubleshooting Choices The Five Problem Choices are: –My web pages paint slowly –I see red Xs or broken images on web pages –Big files download slowly –Takes a long time to send big email attachments –I cant browse any web site

19. Hughes Proprietary 19 HNTR-0032 Rev.1 03/12/2007 Problem Troubleshooting Process The customer’s problem and the time interval information is used to determine system problems that may be causing the problem The detected system problems are then displayed as separate line items with appropriate help information as Diagnostic Messages for each problem If no problem is detected the Help Desk Agent will use the knowledge base to conduct more advanced troubleshooting

20. Hughes Proprietary 20 HNTR-0032 Rev.1 03/12/2007 Customer Problem – System Problem Mapping Customer ProblemCorresponding System Problem List My web pages paint slowlyCabling/Antenna Pointing, Fair Access Policy, Outroute, Network Congestion, Uplink Errors, Slow Uplink, Web Acceleration - NOC, Web Acceleration - VSAT, DNS Acceleration - NOC, DNS Acceleration - VSAT, VSAT Internal, LAN I see red Xs or broken images on web pages LAN, Uplink Errors, Outroute, Web Acceleration - NOC, Web Acceleration - VSAT, DNS Acceleration - NOC, DNS Acceleration - VSAT, VSAT Internal Big files download slowlyLAN, Uplink Errors, Outroute, Fair Access Policy, Network Congestion, Web Acceleration - NOC, Web Acceleration - VSAT, VSAT Internal Takes a long time to send big email attachments Uplink Errors, Slow Uplink, Outroute, LAN, Cabling/Antenna Pointing, VSAT Internal, Network Congestion I cannot browse any web sites LAN, Cabling/Antenna Pointing, Outroute, Fair Access Policy, Uplink Errors, Web Acceleration - NOC, Web Acceleration - VSAT, DNS Acceleration - NOC, DNS Acceleration - VSAT, VSAT Internal This table represents diagnosed customer problems mapped to system level problems

21. Hughes Proprietary 21 HNTR-0032 Rev.1 03/12/2007  Diagnostic Message for “Cable/Antenna Pointing”:  Appendix C: 5.4.0.x Software Diagnostic Messages details all diagnostic messages System Problems = Diagnostic Message Results

22. Hughes Proprietary 22 HNTR-0032 Rev.1 03/12/2007 There are Thirteen possible diagnostic messages –Cabling/Antenna Pointing –Downlink –Uplink –Uplink Queuing –TCP Acceleration –IP Gateway –RTT –Web Acceleration [N] –Web Acceleration [I] –DNS Acceleration [N] –DNS Acceleration [I] –IDU –LAN Software Diagnostic Messages  The Cabling/Antenna Pointing Diagnostic Message appears as:  Appendix C - 5.4.0.X Software Diagnostic Messages display what the customer will view

23. Hughes Proprietary 23 HNTR-0032 Rev.1 03/12/2007 5.4.0.X Software Advanced Statistics Page Diagnostic Features

24. Hughes Proprietary 24 HNTR-0032 Rev.1 03/12/2007 Gathering and Maintaining Problem Statistics The remote gathers and maintains various statistics from different data points in the system at short interval, typically 5 minutes, and long intervals, typically 1 hour A problem is flagged in a time interval if the status of “at least” one of the statistics in the problem’s signature is Bad

25. Hughes Proprietary 25 HNTR-0032 Rev.1 03/12/2007 Diagnostic Links on Advanced Statistics Page Two categories of Diagnostics Links: –Main: Links that are most commonly used for troubleshooting –Expert: Links that are to be used only by Engineering Main Expert

26. Hughes Proprietary 26 HNTR-0032 Rev.1 03/12/2007 Main Diagnostic Links Hourly History Archived Records IP Address Stats LAN1 Stats TTMP History Per TPS History CPU Usage Stats Generate Traffic

27. Hughes Proprietary 27 HNTR-0032 Rev.1 03/12/2007 Hourly History Link  Green check mark means that the module status was ACCEPTABLE  Red X mark means that the module status was BAD in that monitoring interval  Black exclamation mark (in yellow background) means that the module status was MARGINAL  The Hourly History link shows the problems detected in each hour interval in the past 24 hours Hourly System Problem History

28. Hughes Proprietary 28 HNTR-0032 Rev.1 03/12/2007 Archived Records Link  The Archived Records page provides diagnostics reports from previous days that are saved to the remote’s flash disk  Engineering will pull these reports from time to time to review the saved historical diagnostic information  When instructed Help Desk Agents will either click the Save System History button or instruct the customer to do so

29. Hughes Proprietary 29 HNTR-0032 Rev.1 03/12/2007 Expert Folder Links under the Expert folder are for more detailed debugging They provide more detailed module level statistics and other utilities that are only expected to be used by Engineering Ping Test link provides access to a ping utility tool

30. Hughes Proprietary 30 HNTR-0032 Rev.1 03/12/2007 Ping Test The Ping Test utility allows the user to initiate pings from within the remote It provides the following links: –Ping Host: This link allows the user to ping a specific host IP address –It comes filled with default values for various parameters required for the ping test –The host field should contain the IP address of the host to be pinged, pinging hosts using their domain name is not currently supported

31. Hughes Proprietary 31 HNTR-0032 Rev.1 03/12/2007 Ping Test, Continued There are two types of ping tests –Host Is Alive – sends 5 simultaneous ping request packets without any inter request delay to the host, the host is considered alive if response is received to even one of the ping requests –The number of echo requests parameter is ignored while doing a “host is alive” type test –Link Health – sends the configured number of ping request packets with the configured inters request delay –This is typically used to check the health of link by sending a few ping packets and looking at the results to see if there were any timeouts and the minimum/maximum and average ping response times

32. Hughes Proprietary 32 HNTR-0032 Rev.1 03/12/2007 Ping Test, Continued A ping test can be repeated by specifying a timeout value in the “repeat test after” field –This field can be left empty if the test is not to be repeated –If a timeout value of less than 10ms is configured for any of the timeout fields then the ping test utility internally sets them to 10ms.

33. Hughes Proprietary 33 HNTR-0032 Rev.1 03/12/2007 Hourly History Troubleshooting Procedures

34. Hughes Proprietary 34 HNTR-0032 Rev.1 03/12/2007 Hourly History Page = Timely Diagnostic Data Hourly History is the source of historical data that Help Desk Agents will always use when troubleshooting HughesNet remotes running 5.4.0.X Software Following is an explanation of how the Hourly History page functions as well as instructions as to what Help Desk Agents are to do when using this page

35. Hughes Proprietary 35 HNTR-0032 Rev.1 03/12/2007 Hourly History  The Hourly History link shows the problems detected in each hour interval in the past 24 hours  Clicking on the images (Red X, Green Check etc) shows up the module/system statistics for that monitoring interval  Double Clicking the Green Check mark shows all statistics being monitored by the software Hourly System Problem History

36. Hughes Proprietary 36 HNTR-0032 Rev.1 03/12/2007  Statistics being monitored by the software include:  System Level Diagnostics  Transport Layer Diagnostic Statistics  Address Statistics  PEP Diagnostic Statistics  DNS Diagnostic Statistics  Turbopage Diagnostic Statistics  VSAT Internal Diagnostic Statistics  CPU Usage (percent of monitoring interval)  LAN  Traffic Activity  Web Traffic Response Time Statistics Cable/Antenna Pointing Green Check mark

37. Hughes Proprietary 37 HNTR-0032 Rev.1 03/12/2007  The results of clicking on a Red X mark is demonstrated here  In this case, Uplink Queuing Errors have a problem  Only the statistics that are determined to be outside predetermined parameters are displayed as “BAD” and/or with an asterisk (*)  Help Desk Agents are to note all “Bad” and/or with an asterisk parameters into the trouble ticket along with the values displayed Uplink Queuing Errors Red X mark Monitored statistical information showing BAD and/or *

38. Hughes Proprietary 38 HNTR-0032 Rev.1 03/12/2007 Associating Rx and Tx Code Problems to Hourly History  Tx and Rx Codes appear on the System Control Center System Status page  CSRs can associate these codes to one of two “Problem” fields on the Hourly History page  Rx Code errors will be associated to the Cabling/Antenna Pointing “Problem” field  Tx Code errors will be associated to the Uplink “Problem” field  If either code shows a problem, more in depth troubleshooting may be performed by investigating any Red X in either of these two “Problem” fields Hourly System Problem History

39. Hughes Proprietary 39 HNTR-0032 Rev.1 03/12/2007 5.4.0.X Remote Software Resources

40. Hughes Proprietary 40 HNTR-0032 Rev.1 03/12/2007 User Guides and KB Articles KB Articles in the Knowledgebase System Standard Troubleshooting Procedures –Customer perceived problem and error messages System Control Center Advance Statistics Pages

41. Hughes Proprietary 41 HNTR-0032 Rev.1 03/12/2007 Appendix A Terms and Acronyms

42. Hughes Proprietary 42 HNTR-0032 Rev.1 03/12/2007 Terms and Acronyms AcronymDefinition IRUIndoor Receive Unit managing all Inroute data traffic GWUGateway Unit managing all data traffic between the IRU and ITU and network interfaces to the GWU ODUOutdoor Unit comprising of all Antenna LNB, Transmitter, Antenna Pointing and Cabling configurations SHUSelf Hosted Unit that comprising of an IRU, ITU and GWU along with phone and network interfaces depending on the SHU build SCCSystem Control Center page displayed from the SHU’s Internal Web Server allowing views of the remote’s diagnostic outputs Rx and Tx CodesReceive and Transmit signal status organized in a numerical code system with associated definitions to be used for trouble isolation purposes. There are Nine Rx Codes and Twenty Seven Tx Codes Advanced Configuration and Statistics The page displayed from the SHU’s Internal Web Server allowing advanced views of the remote’s diagnostic outputs

43. Hughes Proprietary 43 HNTR-0032 Rev.1 03/12/2007 Appendix B 5.4.0.X KB Articles

44. Hughes Proprietary 44 HNTR-0032 Rev.1 03/12/2007 5.4.0.X KB Articles KB ArticleTitle 3504How to Access the System Control Center (Software Version 5.4.0 and Above) 3506Reference: The System Control Center (Software Version 5.4.0 and Above) 3518How to Use the Browsing Optimization Utility in the System Control Center (Software Version 5.4.0 and Above) 3521Problem Troubleshooting via the System Control Center (Software Version 5.4.0 and Above) 3522How to Test for Connectivity via the System Control Center (Software Version 5.4.0 and Above) 3545How to Access Advanced Configuration and Statistics (Software Version 5.4.0 and Above) 3551Troubleshoot Line-of-Sight Issues 3552Troubleshoot Weather Issues 3553How to Power Cycle a HughesNet Remote (Software Version 5.4.0 and Above) 3554How to Ping a HughesNet Remote (Software Version 5.4.0 and Above)

45. Hughes Proprietary 45 HNTR-0032 Rev.1 03/12/2007 Appendix C 5.4.0.X Software Diagnostic Messages

46. Hughes Proprietary 46 HNTR-0032 Rev.1 03/12/2007 Thirteen Possible Diagnostic Messages Cabling/Antenna Pointing Downlink Uplink Uplink Queuing TCP Acceleration IP Gateway RTT Web Acceleration [N] Web Acceleration [I] DNS Acceleration [N] DNS Acceleration [I] IDU LAN

47. Hughes Proprietary 47 HNTR-0032 Rev.1 03/12/2007 Diagnostic Message – Cable/Antenna Pointing

48. Hughes Proprietary 48 HNTR-0032 Rev.1 03/12/2007 Diagnostic Message – Downlink

49. Hughes Proprietary 49 HNTR-0032 Rev.1 03/12/2007 Diagnostic Message – Uplink

50. Hughes Proprietary 50 HNTR-0032 Rev.1 03/12/2007 Diagnostic Message – Uplink Queuing

51. Hughes Proprietary 51 HNTR-0032 Rev.1 03/12/2007 Diagnostic Message – TCP Acceleration

52. Hughes Proprietary 52 HNTR-0032 Rev.1 03/12/2007 Diagnostic Message – IP Gateway

53. Hughes Proprietary 53 HNTR-0032 Rev.1 03/12/2007 Diagnostic Message – RTT

54. Hughes Proprietary 54 HNTR-0032 Rev.1 03/12/2007 Diagnostic Message – Web Acceleration [N]

55. Hughes Proprietary 55 HNTR-0032 Rev.1 03/12/2007 Diagnostic Message – Web Acceleration [I]

56. Hughes Proprietary 56 HNTR-0032 Rev.1 03/12/2007 Diagnostic Message – DNS Acceleration [N]

57. Hughes Proprietary 57 HNTR-0032 Rev.1 03/12/2007 Diagnostic Message – DNS Acceleration [I]

58. Hughes Proprietary 58 HNTR-0032 Rev.1 03/12/2007 Diagnostic Message – IDU

59. Hughes Proprietary 59 HNTR-0032 Rev.1 03/12/2007 Diagnostic Message – LAN

60. Hughes Proprietary 60 HNTR-0032 Rev.1 03/12/2007 Change Log DATESLIDE NO.CHANGE 03.07.0710Changed 2 bullets to reflect latest software build number for DW7000 and HN7000S family of remotes 03.07.0725, 26, 27, 28, 30, 31, 32, 35 and 38 Updated graphics to reflect 5.4.0.28 software views 03.07.07All SlidesRemoved any reference to “Recent History” link

61. Hughes Proprietary 61 HNTR-0032 Rev.1 03/12/2007 End of Module