Forum Discussion

bljhn's avatar
bljhn
Freshman
8 years ago

HN out of service over 22% in a 12-hour period with clear skies. 12.7.1 State Code is killing us.

Over the past few days, our HN has been going down constantly every 15-20 minutes.  We called Tech Support 3 times over the past couple of days and was told it was just bad weather which we did have.  Well, the bad weather cleared out overnight last night, and we had nothing but clear sky for the past 12 hours.

At 10:28am this morning with clear skies, i cleared the state codes and rebooted the modem to get a good 12-hour run.

In the 12-hour period that followed, we were down over 22% of the time due to 12.7.1 state code with 172 transtions and 9449 total durations.  It's happening about every 10-15 minutes, then clears itself after 5-10 minutes.  Our system has been in service for 2 years now and has worked flawlessly up till a few days ago.

Other subscribers that have had this issue in the past had it resolved by HN engineers that did a beam adjustment/alignment.

Either our transmitter/modem is bad or there needs to be a beam adjustment.

We need help to get this resolved out as we depend on our service for financial transactions, etc.

 

Performance
  • Amanda's avatar
    Amanda
    8 years ago

    Hello,

     

    Those of you in Louisiana (Beam 53) should have operational services now. Our engineers found a configuration issue in one specific network route, corrected it and restored service. If you are still experiencing issues, please powercycle your HughesNet modem. Should it persist, please let me know.

     

    Thank you,

    Amanda

  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    8 years ago

    Keep in mind that, not only can weather at your location affect your service, weather at your gateway can affect your service, as well.  Your gateway could be anywhere in the country.  

     

    With this said, I'm sure the reps, which I will tag, will take a look at your system.  They are on M-F from approximately 8AM to 5PM EST.  Make sure, come Monday, that you leave your modem powered so that the reps can run diagnostics on your HughesNet equipment.  

     

    Liz Amanda

     

      

    • bljhn's avatar
      bljhn
      Freshman
      8 years ago

      Thanks Gabe.

      I was aware that weather on both ends could affect it.  Our weather for the past 24 hours has been cloud-free, crystal clear eliminating weather as an issue on our end.  National weather radar right now shows the entire country pretty much in the clear....unless they're located up in Newfound, Canada.  This tells me that's its either hardware or satellite beam issue.  With it working flawlessly for 2 years staight and then to have this suddenly crop up, makes me wager on a hardware issue.

      FWIW, looking at the diagonistics page, the Hourly History has a red X in the UpLink row for every hour for the past 20 hours or so.  Same red X with the Current Hour when we are actually using it.  When not in use, there are a few green check marks, but not many.

      Hopefully, they can help us resolve this tomorrow.

      Again, appreciate it.

      • bljhn's avatar
        bljhn
        Freshman
        8 years ago

        For Liz/Amanda should they read this:  Our satellite is EchoStar-XVII, Beam 53 

    • gglaze's avatar
      gglaze
      New Poster
      8 years ago
      I have not had internet for 24 hrs at
      least. We live in nw oregon. Please help!
      I have an hn 1000 modem.
      Thanks
      • Amanda's avatar
        Amanda
        Moderator
        8 years ago

        Hello everyone,

         

        Thank you all for providing your information in such detail. This has helped us gather the data we need for escalations much faster. We've escalated your connectivity issues up to our engineering department for investigation. We appreciate your patience and apologize for any inconvenience.

         

        Thanks,

        Amanda

  • Sefcik's avatar
    Sefcik
    Spectator
    8 years ago

    Central LA here. Echostar-XVII, beam 53, gateway 7.

     

    I've been having issues consistent with the others in this thread for the past week or so.

    • knotreel's avatar
      knotreel
      Freshman
      8 years ago

      Yours looks very much the same as mine over here in SE lousisana. I can barely get on long enought to post anything. We all seem to have the same issues, with the only common link being Huges Net. I am beginning to think there is a network problem. I didn't  bother to worry about this during the bad weather we had last week thinking it was weather and I wonder how many others there are out there in our area with Hughes net down?

      • Amanda's avatar
        Amanda
        Moderator
        8 years ago

        Hello,

         

        Those of you in Louisiana (Beam 53) should have operational services now. Our engineers found a configuration issue in one specific network route, corrected it and restored service. If you are still experiencing issues, please powercycle your HughesNet modem. Should it persist, please let me know.

         

        Thank you,

        Amanda