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Slow or dropping connection

New Poster

Slow or dropping connection

Hello.. For the last couple of days, we've been seeing seriously degraded performance from our Hughesnet connection. Last night, I had a yellow light on the diagnostics page due to a 30.1.1 state error. I went and reset the MBX connection multiple times, rebooted the modem from the Admin web interface several times, and power cycled the modem a few times. Eventually, it cleared the 30.1.1 error, but our speeds are still consistently very slow. Most websites and apps on our phones are timing out, and podcasts would fail to download this morning during the Bonus Zone time. We've had some snow here lately, but there's nothing on the dish itself.

I had previously had the modem plugged into the battery backed outlet of a true sinewave UPS, and just recently plugged it straight into the wall when I repurposed the UPS. I don't think that should be causing the problems, but perhaps our power needed the conditioning provided by the UPS? That's about the only thing I can think of which might cause the problem.

Is there any way one of the moderators could have corporate ping our device to see whether there's an adjustment needed? I'm happy to provide any input from this end.. Thanks!

30 REPLIES
Moderator
Moderator

Re: Slow or dropping connection

Hi MrCRJP,

 

I'm glad you found the community, thank you for posting the steps you've already tried so far. I'm running diagnostics on your site right now and so far, so good. I do see the 30.1.1 state codes in your history and am seeing that there was something that happened on your gateway over the weekend that seemed to have caused this. Let me escalate this to our engineers for their input. I'll post back once I have any news to share, instructions, or questions for you.

 

  Your cooperation, patience, and understanding are much appreciated.

 

Thanks,
Liz

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New Poster

Re: Slow or dropping connection

Thank you for the reply, and for getting someone to look into it for me. After fiddling with it earlier tonight, I powered the gateway down for at least 15 minutes. After turning it back on, we seem to be doing better. It would still really help to get some certitude regarding the cause of the problem, if possible. We've dealt with this before, but never for such an extended period. It honestly scares me a little, because we opted to buy the hardware outright rather than lease, so I'm worried about what happens if the gateway eventually fails. We've only had the hardware for about 14 months now.

Thanks again for your help!
Distinguished Professor II

Re: Slow or dropping connection

@MrCRJP

 

The gateway Liz is speaking of is the gateway for your beam.  The signals from your spot beam, and a few other spot beams, are routed through a specific gateway, which is located in a state that is different than yours.  The gateway is where your service actually enters the internet.  I'm in NY, but my gateway is located in OR.  

 

When you reboot your modem it can put you onto a different "channel" within the beam, which can sometimes fix, at least temporarily, minor issues.   

 

Here's a rough graphic regarding the gateway...

Gateway.jpg


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
New Poster

Re: Slow or dropping connection

Yeah, I feel a bit silly having used that term.. I was thinking of it in terms of the gateway as viewed by a client inside the LAN. I'm thinking the gateway in your diagram is the one running BGP. Smiley Happy

 

This morning, the connection seemed to be OK, but then it fell apart again. I needed to go back to the IP address of the modem rather than systemcontrolcenter.com, since the modem had also apparently lost its DNS mind as well. Is there a chance that doing a factory reset on it might clear up the problems?

Moderator
Moderator

Re: Slow or dropping connection

Good morning MrCRJP,

 

Thanks for this update, I just cleared the modem's DNS cache. Let me know if sites load properly now. (Doesn't hurt to flush your computer's DNS cache as well).

 

 

Thanks,
Liz

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Moderator
Moderator

Re: Slow or dropping connection

Hi MrCRJP,

 

There's another adjustment I'd like to make to your modem which may resolve your concern. I see you're currently connected to the internet, so please let me know when you are done so I can make the adjustment, for it will temporarily disconnect you.

 

  Your cooperation, patience, and understanding are much appreciated.

Thanks,
Liz

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Moderator
Moderator

Re: Slow or dropping connection

 

Hi MrCRJP,

 

I was able to make this latest adjustment. Please monitor your system performance and let me know how it goes.

 

 

Thanks,
Liz

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New Poster

Re: Slow or dropping connection

Sorry I didn't respond earlier. I'm actually at work, and it's my wife who was online! I've asked her to verify that things are working properly now
Moderator
Moderator

Re: Slow or dropping connection

No worries! Thank you!

Thanks,
Liz

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