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Problems with Uplink loss. Internet problems.

New Poster

Problems with Uplink loss. Internet problems.

This is another issue added to the list of problems, since I upgraded. This one I have been dealing with for over a week or more. I am having problems with "Uplink" issues.

 I tried every thing I could think of before I wasted my time on tech support. I have already talked to support who where rude and dismissive and actually over-talked me and hung up on me (because they couldn't access my modem). I did get through to someone that sent a tech out, which was another waste of time.

I had my modem open so he could see the issues, he states he actually rebooted the system by accident and ran his test. He stated there was no issue and that his phone app would show it. He said he couldn't run it again as per policy. Blamed my issues on the new satellite and his other customers had the same issue. This was yesterday, New Year's Eve. He was here for about 15 minutes and I had no time to even load anything on my computers before he left. 

So here is my no issue so you all can see.
  • HughesNet System Performance
61 REPLIES
Advanced Tutor

Re: Problems with Uplink loss. Internet problems.

When you see this error what codes are listed at the top of the modems SCC main page ?

When this occurs what is you system signal strength?

What are the local weather conditions when this happens?

Have you checked what the weather conditions are at your gateway facility?

Have you checked for ice/snow build up on the dish surface?


New Poster

Re: Problems with Uplink loss. Internet problems.

All this information is since the last reboot done by the tech yesterday. All the information posted in my first is done with no router but connected directly to the modem. 

Here are a list of codes from the time of reset. (Actually all the screenshots above show the codes.)



Here is the signal strength :



Partly cloudy as of right now. There has been no snow (yet this year) or heavy rain recently. Its been pretty decent and warm.
Advanced Tutor

Re: Problems with Uplink loss. Internet problems.

The "State Code Monitor" is a little more telling in that it gives number of occurrences, duration and time of occurrence.


Remember the weather between you and the satellite is important. Because your info has to travel back to earth so is the weather between the satellite and your assigned Gateway.

Example: I live in wet Michigan but my Gateway is located in Flagstaff AZ.

It can be real nice weather between me and the satellite but terrible between the satellite and the Gateway.

You can find your gateway location on the system status page:

New Poster

Re: Problems with Uplink loss. Internet problems.

Here are the state codes since the reboot.


The Gateway: 

Advanced Tutor

Re: Problems with Uplink loss. Internet problems.

Doing a modem reboot wipes the error codes so its a good idea to review them before rebooting.

You have only had one "condition" set since your last reboot, that being a LAN disconnect. A single instance lasting a total of 10 seconds. This can be cause by disconnection the Ethernet cable from the rear of the modem or the result of a "blink" while the modem and router reestablish a new IP lease.

Your Gateway location is SLC, Salt Lake City UT.

Remember the connection between the Gateway and the satellite is just as important as the connection between your terminal and the satellite.

We will have to let a little more history develop. Keep in mind that the modem is somewhat "chatty", it logs everything. Most "conditions" are transitory in nature and not all the conditions are a "root cause" but instead are the result of something else.


New Poster

Re: Problems with Uplink loss. Internet problems.

All that information from before is saved in the archives, as seen below. If Tech support wanted to, they could have always look at this. Which I asked them to multiple times. 

Advanced Tutor

Re: Problems with Uplink loss. Internet problems.

It will be Monday, possibly Tuesday before the corporate level forum Mods return to work due to the holiday.

I'm sure they will run remote diagnostics on your system. It may be helpful to post a case number from a previous phone support call or the serial number from the sticker on the bottom or rear of your modem.

Please don't post your SAN (starts with DSSxxxxxxx in most cases) or any personally identifiable information such as phone number or email address as this is a public website.


New Poster

Re: Problems with Uplink loss. Internet problems.

Each Diagnostics has a code with it also, from the one I posted it is;

Uplink State Codes:

 12.3.2 [Invalid timing packet information] occurred for 21 seconds
Advanced Tutor

Re: Problems with Uplink loss. Internet problems.

Those are individual codes.

Those are not necessarily "root causes" but the byproduct of other logged conditions.