Video Data Saver missing...

Liz

It's gone again.  I powered the modem about an hour or so ago, and the computer about a half hour ago.  I just went to try an HD video on Youtube and the VDS control was there, in my Usage Meter.  I clicked on the control, but it wouldn't come up.  It just kept saying "Checking".  After about 30 or 40 seconds of waiting, I closed the Usage Meter and started it again, and now the VDS control is not there.  It's not there on the MyAccount site, either.  

I'm going to power cycle the modem in the hopes that it will be there.  It's 7:47PM EST right now.  I first tried accessing the control on the VDS about twelve minutes or so ago.  I know you said they're logging these things, but I thought maybe that info might help, nonetheless.  Wish me luck with the power cycle.  I'll edit the post as to whether the VDS showed up or not.  

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Edit:  Well, I power cycled the modem (at plug, not through SCC), and while the modem was off I also deleted the HughesNet Usage Meter folder in "C:\Users\Default\AppData\Roaming", which Mark had suggested I try before.  It's the same thing to do to fix that annoying Usage Meter JavaScript error that pops up after a sudden power loss.  I powered the modem and waited until it was fully up, then started the Usage Meter.  I didn't restart my computer.  Amazingly, it worked!  :)

Oddly enough, though the VDS is now in my Usage Meter again, and the control works this time, it's not showing up on the MyAccount site.  I could be that I have to close all open HughesNet pages, or even all open Chrome pages, and then open them again to get it to show up.  A page refresh did nothing.  I'll try restarting Chrome later.  

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Edit 2:  Sure enough, closing all open Chrome pages and starting anew did the trick.  The VDS control is now there on the MyAccount site.  :)  

I should have just tried all of this before posting, but maybe the logged files, and what I did to solve the issue, or at least what worked to solve it this time, will help the devs in some way.  

Happy New Year!  :smileyvery-happy: :smileyvery-happy: :smileyvery-happy: :smileyvery-happy: :smileyvery-happy:

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BirdDog wrote:

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maratsade wrote:

Tested the snooze button just for giggles -- even though it says 4 hours, the clock counts down from 9 hours. 

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It's been like that for a couple months for at least some of us. Was mentioned in a thread awhile back.

 

EDIT: Actually, this thread third post, by me. :smileytongue:

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It's like déjà vu all over again, eh?  :p  

Mine's still doing it, too.  

Comments about smaller problems do get buried sometimes only to eventually be resurrected and then noticed.

Earlier this morning, I got an "oops" response to the history display and, like you, the video saver was gone.

So I tried my usual trick of quitting the Usage app, deleting the "~/Library/Application Support/HughesNet Usage Meter" folder, then restarted the usage meter and it was all back. Might want to try that with your Roaming/HughesNet folder in Winders.

Well, it's back.  :)  

MarkJFine

I saw that with the Usage History, as well.  It's working again tonight.    

The next time this happens I'll give your suggestion a try.  The only thing is, each time it's happened, I also don't have the "Settings" option on the MyAccount site, nor do I have it on the HughesNet mobile app, even when using my phone's data and not connecting via HughesNet's WiFi.  I've even shut down my desktop, left it off, power cycled the modem, and then tried it with the phone again, as well as two other computers.  

At first I thought that it might be something with the computer, maybe along the lines of what you discovered, but with all of the other methods not working either, I think that, with at least these last few times, it's something different.  Still, again, I'll give your suggestion a try the next time it does it rather than assuming it may be caused by something else.  One never knows what might help.  Thanks!  :)  

Edit:  I forgot to mention that, whenever I've lost the VDS control in the past, I tried a couple of things to have it show up again in the Usage Meter, but what most often worked is just exiting the Usage Meter and restarting it.  That was practically the first thing I tried these last couple of times, but it didn't help, of course.    

Think sometimes there's a SSL connection error between the app and the account query... the app needs to get some info about the user's account settings and the capabilities available.

Good morning Gabe,

Thanks for keeping us updated on the VDS setting's disappearing act. I'm sending these to our engineers as well so they can figure out why this keeps happening. Please keep us informed and I'll post back with any news once I get it.

  Your cooperation, patience, and understanding are much appreciated.

Good morning Gabe,

Our devs are logging files so that if this VDS thing happens again they can look back at the files and investigate from there. If it happens again, just drop us a line in this thread, I'll leave it open for you.

Thanks Gabe! I'll send this over, hopefully it will help give insight to our engineers. Personally I haven't gotten confirmation from them that they did anything to resolve this for you.

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Liz wrote:

Thanks Gabe! I'll send this over, hopefully it will help give insight to our engineers. Personally I haven't gotten confirmation from them that they did anything to resolve this for you. 

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Maybe the VDS just gets tired and has to take a break for a while.  Then, after it's good and rested, it pops back in for more work.  :p  

Thanks for the update! I'll let engineering know ASAP!

Adjustments were made so Gabe and rusty in the other thread should see the VDS setting return in about 30 min. Curious to see if this applies to everyone or just those too, so maratsade, please check if VDS returns for you in 30 min as well.

Thanks!  :)

Like before, I'll be sure to leave my modem plugged in just in case anyone needs to remote diagnose anything.  Coincidentally, my data resets tonight. 

Liz

The option is now there, in both the Usage Meter and the MyAccount site, and it works. Thank you.  I definitely appreciate it.  :)  

Thanks Gabe, we'll keep an eye on your account to see if this happens again. We're still investigating the root cause of this.

Well, that didn't last long.  The Video Data Saver option is gone again, both in the Usage Meter and at the MyAccount site.  Maybe it will pop back up for a visit sometime over the weekend.  :p  

I'll keep a watch out for it, but it sure is being a sneaky bugger.  

Just for info, I restarted the modem, but from the SCC, not by power cycling it.  I'll try power cycling it later, though I doubt it will help.   

Update:  I tried power cycling the modem, though it didn't matter.  

I don't know that there are any engineers working during the weekends, nor any reps on here, but I'll leave my modem on again, just in case it matters. 

Normally this wouldn't be a big deal, as I don't often turn the Video Data Saver off, nor Snooze it, but I was going to stream a little HBO tonight.  :(  

That's so odd, Gabe.  I wonder what can cause something like that, and I hope it fixes itself, so you can watch HBO.

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GabeU wrote:

Update:  I tried power cycling the modem, though it didn't matter.  

 

 

That's great news. 

Thanks, Liz.  I really do appreciate it.  :)  

Hi Gabe!

Thanks for the details, I hope this might be useful for the devs. I'll send this along. I hope you have a happy new year, too. :)

Well, here were are again.  

I tried restarting the modem, both by power cycling and through the SCC, and I closed the meter and deleted the HughesNet Usage Meter folder so it could repopulate when I restarted it.  Nothing made a difference.  It's just not there right now.  :(  

I also tried to play an HD video, just to see if maybe the VDS wasn't working at all, but it seemed to be, as the HD video was buffering a lot.  So, there's just no way to shut it off or snooze it. 

Also, I know it's Saturday night and you (Liz) and the devs aren't here on the weekends.  Maybe it will be working again tomorrow.  It's funny that quite often when I don't need it, it's there, and often when I do, it's not.  I've got to flip that around.  :p 

Hi Gabe,

       The same thing happens to me on a regular basis. The only thing that has worked for me is restarting my computer. Sometimes I have to do this only 2 or 3 times, but there have been times I could not watch youtube videos for several days before The Video Data Saver magically came back.

          I have brought this to HughesNet attention more than once but it keeps happening once or twice a month. .