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Intermittent System Outage returns.

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Matt_Is_My_Name
Sophomore

Intermittent System Outage returns.

I am creating a new topic since I marked the last one as having a solution.. My previous topic still has the same information, but I will give a new consolidated version of what is happening and the steps which have been taken to resolve them.

 

I admit I was too quick to mark the thread as solved, and should have waited for the weather to clear up. Lately the weather has been great around here, and weather around the gateway (Albuquerque NM) does not seem to have an effect either. I waited two weeks to allow things to settle in, and the issue exists the same as before.

 

The issue:

  • The system goes offline once every 10 - 15 minutes. The outage usually lasts between one minute and five minutes.
  • An identical sequence of events happens every outage. First the system light on the modem goes off. When the system light comes back on the LAN light will then go off. Once the LAN light comes back on service is back to normal. The duration of the system light being out seems to vary, and the amount of time the LAN light is out is pretty constant at 10 or so seconds.
  • Every outage is shown as the terminal being disassociated from the gateway. The log entries state that this was caused due to the terminal missing keep-alive messages. Example from the logs: "ASSOC: Terminal Dis-Associated Reason=IPGW 'ALB23HNSIGW72A003' not reachable - missed keep alive messages"
  • Sometimes shows TCP acceleration is down or in a degraded state before the system light goes out.

The logs show that this occurs even when signal quality is good. From the recent history I can see that it has occured between 109 and 115 SQF. 

 

Steps taken:

 

By me

  • Removed router from the network. The PC is connected directly to the modem.
  • Attempted using a different computer. In addition to the Windows PC I tried with a Linux laptop, and a second Windows Laptop. All of which were directly connected to the modem, and the issue persists.
  • Used different ethernet cables. I even cut a section of CAT 6 Mohawk out of a box I was given and put new connectors on it. Although that was mainly to see if I could remember how to do it.

By Hughesnet

  • Sent a tech out to my house.
    • New modem
    • New outside radio
    • Realigned dish
    • Replaced coaxial connector at the ground block which had water infiltration.

 

I am not sure what else can be done. I have been noticing more topics about this issue showing up in the tech support forum.

 

Beam ID23
Outroute ID39
Gateway ID2

  

I know it's a long shot, but can anyone with these IDs confirm that their service is working normally?

 

Thanks in advance!

1 ACCEPTED SOLUTION

Good morning folks,

 

Just received an update that the network adjustments to address this concern have been implemented. Please let me know if the intermittent connectivity persists for you today.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

View solution in original post

26 REPLIES 26

20170531 Diag.JPG

 

 

This is the first time in months I have seen green across the board for association and dns acceleration. LAN Xs were from my computer being off.

 

Looks promising. I will keep an eye on things over the next couple days and let you know.

 

Thanks!

@Matt_Is_My_Name@Amanda@Liz

 

I do believe the long drop outs have ceased. There have not been any for the past 2 days.

 

My thanks to whoever figured out the cause and fixed it. Soon, I can stop running my drop out monitor app now.

Awesome, glad to hear it guys! We'll pass along your feedback and confirmation to the engineers. Thank you again for your cooperation and patience while we worked to address your concerns.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

To be honest I forgot all about this thread for a while. I guess that is a good thing if you think about it..

 

It has been about a month since the fix was put in to place and the only outages I have had since have been weather related. I am going to tempt fate and mark this thread as solved.

 

Thanks for the help! And be sure to pass that thanks on to the engineers.

Thank you Matt, will do!

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Saw something new in the event log. I have no idea what it means, but I figured I would share anyway.

 

05/29/2017 12:41:591230541Command initiated ranging: Range every rate in the trajectory table
05/29/2017 12:42:071280221Start Range Process Sym 512 Code 2 Process id 8 Reason NOC INITIATED Frame 376866550 Group 25
05/29/2017 12:42:131200121Uplink DOWN | Started on frame 376866551 | Current State Code is 12.8.2 | SQF=111 Symcod=6 IGID=25
05/29/2017 12:42:1310121System StateCode DOWN | Started at 05/29/2017 12:42:08 | Current State Code is 12.8.2 | SQF=111 Symcod=6
05/29/2017 12:42:201280321Ranging Final State: Frame 376866817 Group 25 SymRate 512 Code Rate 2 MinEsNo 46 TargetEsNo 70
05/29/2017 12:42:201280321Ranging Final State: InitialEsNo 152 FinalEsNo 70 Final BackOff 144 Outcome SUCCESS - MET TARGET ESNO
05/29/2017 12:42:201250431AIS/CLPC Filter Reset due to Ranging
05/29/2017 12:42:251200221Uplink RECOVERED | Recovered on frame 376866835 | Outage Time 000:00:00:12 | Last State Code was 12.8.3 | SQF=111 Symcod=6 IGID=25
05/29/2017 12:42:2510221System StateCode UP | Recovered at 05/29/2017 12:42:20 | Outage Time 000:00:00:12 | Last State Code was 12.8.2 | SQF=111 Symcod=6
05/29/2017 12:42:501280221Start Range Process Sym 4096 Code 2 Process id 9 Reason BASELINE RATE SET Frame 376867488 Group 26
05/29/2017 12:42:551200121Uplink DOWN | Started on frame 376867489 | Current State Code is 12.8.2 | SQF=112 Symcod=21 IGID=26
05/29/2017 12:42:5610121System StateCode DOWN | Started at 05/29/2017 12:42:51 | Current State Code is 12.8.2 | SQF=111 Symcod=21
05/29/2017 12:42:591280321Ranging Final State: Frame 376867700 Group 26 SymRate 4096 Code Rate 2 MinEsNo 47 TargetEsNo 54
05/29/2017 12:42:591280321Ranging Final State: InitialEsNo 145 FinalEsNo 51 Final BackOff 85 Outcome SUCCESS - MET TARGET ESNO
05/29/2017 12:43:001250431AIS/CLPC Filter Reset due to Ranging
05/29/2017 12:43:051200221Uplink RECOVERED | Recovered on frame 376867718 | Outage Time 000:00:00:10 | Last State Code was 12.8.3 | SQF=112 Symcod=10 IGID=25
05/29/2017 12:43:0610221

System StateCode UP | Recovered at 05/29/2017 12:43:01 | Outage Time 000:00:00:10 | Last State Code was 12.8.3 | SQF=111 Symcod=10