Just got Gen5, new router is losing internet over and over again.
I spent hours troubleshooting my issue with tier 1 support today, useless scripted support. Finally at 10 till 5 she agreed to escalate it. Now I'm waiting for advanced support to call me back. So, here is the detail, I used to do this kind of support for a living, there are two issues the builtin DNS proxy on the router is non-functional and the device itself resets every 2-3 minutes. I'm putting Hughesnet on notice, you have 24 hours to get this working or I'm switching to unlimitedville.com. This hurts my employment and my children's ability to do schoolwork. Not cool.
Take a screenshot, taking care to avoid posting your SAN.
As far as the DNS goes, you can log into the Wifi part of your modem and change the default DNS server the unit will provide to your devices.
1: Go to http://systemcontrolcenter.com 2: Click Wifi Settings - you will be prompted for a password, it's admin by default 3: Click Advanced Setup 4: Click DNS 5: Uncheck Obtain from ISP - then input your own... Many people prefer Google DNS, some prefer Norton DNS if they have children in the home. 6: Click save settings
Norton DNS: 199.85.126.20 199.85.127.20
Google DNS: 8.8.8.8 8.8.4.4
As far as the symptom of "rebooting" have you by chance poked at any of the other advanced settings, specifically IPv6? There are a few that you shouldn't disable or change as they can cause odd effects right now.
All of that aside, this forum isn't monitored 24/7, and statements such as, "I'm putting Hughesnet on notice, you have x hours to get this working" doesn't really work well here. It just doesn't get you an answer any faster, and can cause the few customers that know the system to back off and not bother.
I'm not in front of my computer, but I can state that I did utilize level3's DNS to bypass the internal DNS, 4.2.21 and 4.2.2.2. I typically use OpenDNS for my home internet, that also works.
I am disappointed that Hughes has released a device that is effectively running beta code, I'd rather a well performing satellite modem over a finicky beta quality router. I will share that when I lose external connectivity I also lose connectivity to the internal interface, it may or may not be rebooting but both interfaces a continuously reset.
It's a brand new product, there are bound to be bugs that wasn't caught during testing.
As I stated/asked earlier, have you touched ANY other settings in the modem/router...?
How are you sure both the WAN and LAN interfaces are being reset at the same time?
As I stated earlier... there are certain settings that shouldn't be modified, but can be modified, because these modems aren't meant for service just in the USA. Modification of those settings on Hughesnet may cause exactly what you are experiencing. I am betting the "reset" you are seeing is your computer bouncing between two different private address spaces. Or are you litterally getting a full on disconnect and statecodes that explicitly state "no device on LAN"?
Corrosive, thanks so much for the great answer. I'm new to HN and Gen 5 as of this week and had some DNS errors yesterday. Rebooted three times, which solved it, but hoping the Google DNS will perform more reliably. But thanks for all you do on here- as someone who is new, your various posts have been really helpful.
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Finally at 10 till 5 she agreed to escalate it. Now I'm waiting for advanced support to call me back. So, here is the detail, I used to do this kind of support for a living, there are two issues the builtin DNS proxy on the router is non-functional and the device itself resets every 2-3 minutes. I'm putting Hughesnet on notice, you have 24 hours to get this working or I'm switching to unlimitedville.com. This hurts my employment and my children's ability to do schoolwork. Not cool.","body@stringLength":"578","rawBody":"I spent hours troubleshooting my issue with tier 1 support today, useless scripted support. Finally at 10 till 5 she agreed to escalate it. Now I'm waiting for advanced support to call me back. So, here is the detail, I used to do this kind of support for a living, there are two issues the builtin DNS proxy on the router is non-functional and the device itself resets every 2-3 minutes. 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Just got Gen5, new router is losing internet over and over again.","moderationData":{"__ref":"ModerationData:moderation_data:75503"},"body":"
Take a screenshot, taking care to avoid posting your SAN.
As far as the DNS goes, you can log into the Wifi part of your modem and change the default DNS server the unit will provide to your devices.
1: Go to http://systemcontrolcenter.com 2: Click Wifi Settings - you will be prompted for a password, it's admin by default 3: Click Advanced Setup 4: Click DNS 5: Uncheck Obtain from ISP - then input your own... Many people prefer Google DNS, some prefer Norton DNS if they have children in the home. 6: Click save settings
Norton DNS: 199.85.126.20 199.85.127.20
Google DNS: 8.8.8.8 8.8.4.4
As far as the symptom of \"rebooting\" have you by chance poked at any of the other advanced settings, specifically IPv6? There are a few that you shouldn't disable or change as they can cause odd effects right now.
All of that aside, this forum isn't monitored 24/7, and statements such as, \"I'm putting Hughesnet on notice, you have x hours to get this working\" doesn't really work well here. It just doesn't get you an answer any faster, and can cause the few customers that know the system to back off and not bother.
","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":2,"postTime":"2017-04-04T21:30:57.849-04:00","lastPublishTime":"2017-04-04T21:30:57.849-04:00","metrics":{"__typename":"MessageMetrics","views":10315},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:HNSupport/community:ssqng67387board:TechSupport/message:75502/message:75503","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuM3wyLjF8aXwzfDM5OjF8aW50LDc1NTA5LDc1NTA5","node":{"__ref":"ForumReplyMessage:message:75509"}},{"__typename":"MessageEdge","cursor":"MjUuM3wyLjF8aXwzfDM5OjF8aW50LDc1NTA5LDc1ODU4","node":{"__ref":"ForumReplyMessage:message:75858"}}]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:75509":{"__typename":"ModerationData","id":"moderation_data:75509","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:75509":{"__typename":"ForumReplyMessage","uid":75509,"id":"message:75509","revisionNum":2,"author":{"__ref":"User:user:37252"},"readOnly":true,"repliesCount":15,"depth":2,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TechSupport"},"parent":{"__ref":"ForumReplyMessage:message:75503"},"conversation":{"__ref":"Conversation:conversation:75502"},"subject":"Re: Just got Gen5, new router is losing internet over and over again.","moderationData":{"__ref":"ModerationData:moderation_data:75509"},"body":"I'm not in front of my computer, but I can state that I did utilize level3's DNS to bypass the internal DNS, 4.2.21 and 4.2.2.2. I typically use OpenDNS for my home internet, that also works.
I am disappointed that Hughes has released a device that is effectively running beta code, I'd rather a well performing satellite modem over a finicky beta quality router. I will share that when I lose external connectivity I also lose connectivity to the internal interface, it may or may not be rebooting but both interfaces a continuously reset.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"postTime":"2017-04-04T22:00:54.917-04:00","lastPublishTime":"2017-04-04T22:01:55.604-04:00","metrics":{"__typename":"MessageMetrics","views":10317},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:HNSupport/community:ssqng67387board:TechSupport/message:75502/message:75509","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuM3wyLjF8aXwxfDM5OjF8aW50LDc1NTExLDc1NTEx","node":{"__ref":"ForumReplyMessage:message:75511"}}]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:75511":{"__typename":"ModerationData","id":"moderation_data:75511","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:75511":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:9939"},"id":"message:75511","revisionNum":1,"uid":75511,"depth":3,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TechSupport"},"parent":{"__ref":"ForumReplyMessage:message:75509"},"conversation":{"__ref":"Conversation:conversation:75502"},"subject":"Re: Just got Gen5, new router is losing internet over and over again.","moderationData":{"__ref":"ModerationData:moderation_data:75511"},"body":"
It's a brand new product, there are bound to be bugs that wasn't caught during testing.
As I stated/asked earlier, have you touched ANY other settings in the modem/router...?
How are you sure both the WAN and LAN interfaces are being reset at the same time?
As I stated earlier... there are certain settings that shouldn't be modified, but can be modified, because these modems aren't meant for service just in the USA. Modification of those settings on Hughesnet may cause exactly what you are experiencing. I am betting the \"reset\" you are seeing is your computer bouncing between two different private address spaces. Or are you litterally getting a full on disconnect and statecodes that explicitly state \"no device on LAN\"?
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Corrosive, thanks so much for the great answer. I'm new to HN and Gen 5 as of this week and had some DNS errors yesterday. Rebooted three times, which solved it, but hoping the Google DNS will perform more reliably. But thanks for all you do on here- as someone who is new, your various posts have been really helpful.
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Hrm, you may want to look into using the Parental controls in the modem to limit things, along with Norton DNS... It's not that the DNS settings are being bypassed, it's that OpenDNS depends on knowing what IP you are behind... Sadly, we aren't given a publicly routable IPv4 address and things such as OpenDNS don't usually work well.
If you know a little bit about FreeBSD and the such... I would urge you to look into setting PFSense + Squid + SquidGuard up on your network as a local firewall/proxy. Some pretty powerful stuff once you get the hang of it.
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