Forum Discussion

Tkvander's avatar
Tkvander
New Poster
6 years ago

No internet connection

After running a connectivity test on the Gen5. Unable to resolve gateway. You do not have connectivity to the gateway. The system light on the HT2000W goes in and out. The system state code: 23.1.1
I have unplugged the modem. Reset the modem. Unhooked and rehooked the satellite cable.
Diagnostic code: 0000-0000-0002-1924.
Help??
No internet connection
Performance
  • Liz's avatar
    Liz
    6 years ago

    Hi Tkvander, 

     

    I see it's your first post here, so welcome to the community!  After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for our earliest available slot: Tuesday, Nov 5, 2019 between 02:00 PM-05:00 PM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed.

     

     

  • maratsade's avatar
    maratsade
    Distinguished Professor IV
    6 years ago

    You'll likely have to wait until tomorrow when the site's HN mods are back; they may need to run remote diagnostics from their side.   (You can also get on the chat or the phone customer service if you don't want to wait). 

     

    Tkvander wrote:
    After running a connectivity test on the Gen5. Unable to resolve gateway. You do not have connectivity to the gateway. The system light on the HT2000W goes in and out. The system state code: 23.1.1
    I have unplugged the modem. Reset the modem. Unhooked and rehooked the satellite cable.
    Diagnostic code: 0000-0000-0002-1924.
    Help??

     

  • MarkJFine's avatar
    MarkJFine
    Professor
    6 years ago

    Code 23.1.1 means the satellite's backbone is down which is preventing any association with the gateway (ground station).

     

    Do you know which gateway you're supposed to be associating with? For example, does it say anything under "IPGW ID" when you use a compter to go to this page? It should have something like J2 then 3 letters and 3 numbers, like J2SDO068 (which is San Diego, Beam 68).

    • Tkvander's avatar
      Tkvander
      New Poster
      6 years ago
      Under the advanced menu summary the IPGW ID is ALB14....... with a series of numbers and letters. When I click on the system status the IP Gateway Association State has the same ALB14.... but the last four numbers keep changing. The TCP acceleration is also down.
      • Liz's avatar
        Liz
        Moderator
        6 years ago

        Hi Tkvander, 

         

        I see it's your first post here, so welcome to the community!  After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for our earliest available slot: Tuesday, Nov 5, 2019 between 02:00 PM-05:00 PM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed.

         

         

  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    6 years ago
    Tkvander wrote: 
    I have unplugged the modem. Reset the modem. Unhooked and rehooked the satellite cable.

    For future reference, it would be best to not perform a reset unless instructed to by a HughesNet rep, and then only in the specific manner instructed.  Performing a reset incorrectly, or at the "wrong" time, can cause more harm than good, possibly necessitating a modem re-registration or re-setup, the latter of which could require a tech visit.