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Web Acceleration Status

Freshman

Web Acceleration Status

Ever since I had to reconfigure my HN7000S modem due to it not transmitting anymore, the Web Acceleration Status has been getting errors more and more until last night where I have been rarely online since then. All the settings in the Control Center System Status (green OK icon) are running fine except the Web Acceleration Status which is currently showing Inactive while other times it shows something other than connected. Sometimes even when it is connected my internet is slow or non existent. I have tried initiating numerous turbopage teardowns where some work for a minute or two then the connection dies on me. Watching my Macs Acticy Monitor Network connection shows no data coming in or out when I get no internet, pinging sites with Network Utility shows "Request timeout" for most of the pings I have tried. Our download allowance is at 100% since we havent really been online since last night due to whatever is affecting our connection. 
Any ideas on what I an try on my end to get our internet connection back?

16 REPLIES 16
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Distinguished Professor IV

Re: Web Acceleration Status

@sli-er_15 

 

At this point about the only thing you can try is power cycling the modem, which means unplugging it at the outlet, waiting for at least 30 seconds, then plugging it back in.  After waiting for at least five minutes, try the net again.

 

Other than this, the reps will likely have to help.  I'm not sure if they're off tomorrow due to Presidents Day.   Hopefully the modem hasn't gone bad, as I don't believe HughesNet has replacements anymore (I could be wrong), and no used 7000 series modems that people sell on various websites can be commissioned.  


AMD Ryzen 5 3400G | XPG SX8200 Pro 500GB M.2 NVMe SSD | Western Digital Blue 500GB HDD | 16GB Corsair DDR4-3000 | Windows 10 Pro 64-bit
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Freshman

Re: Web Acceleration Status


@GabeU wrote:

@sli-er_15 

 

At this point about the only thing you can try is power cycling the modem, which means unplugging it at the outlet, waiting for at least 30 seconds, then plugging it back in.  After waiting for at least five minutes, try the net again.

 

Other than this, the reps will likely have to help.  I'm not sure if they're off tomorrow due to Presidents Day.   Hopefully the modem hasn't gone bad, as I don't believe HughesNet has replacements anymore (I could be wrong), and no used 7000 series modems that people sell on various websites can be commissioned.  


Thank you GabeU for your suggestion. Unfortunately it is still the same. Just for kicks I looked around in the System Controller Advanced Menu > Diagnostics >  Hourly History, it shows red Xs for Uplink Queuing for about hlf the time and red Xs for about a 3rd for TCP Acceleration and red Xs all across the board for DNS Accelleration[N]. What strikes me odd is that it is showing the current network time as Mon Dec 21 23:21:40 2020 for the last 24 hour problem history. 
Here is the report from the last DNS Accelerartion red X, hopefully it will help in fixing our connection.

---------------------------------------------------------------
System Level Diagnostics
---------------------------------------------------------------
Monitoring interval                                           SUN DEC 20 23:25:01 2020 -  MON DEC 21 00:25:01 2020
Problem(s) Detected [*** - Triggering Statistic(s)]           DNS Acceleration[N]
Overall                                                       BAD
Transport                                                     MARGINAL
PEP                                                           BAD
DNS                                                           BAD
---------------------------------------------------------------
Transport Layer Diagnostic Statistics
---------------------------------------------------------------
Outroute Type:        DVB-S2-ACM
Outroute Symbol Rate: 30(MSps)
Outroute ACM enabled: Enabled
Inroute AIS enabled:  Enabled

Status                                                        MARGINAL
Current SQF                              77                   GOOD 
SMA Reset Error                          0                    INFO
ACM MODCOD Mismatch (Higher)             0                    INFO
ACM MODCOD Mismatch (Lower)              0                    INFO
Retx count to stream ACK ratio           7(0.02%)             MARGINAL 
Priority Q 4 high latency pkts           191(7.32%)           MARGINAL 
TX CODES:
   None
---------------------------------------------------------------
PEP Diagnostic Statistics
---------------------------------------------------------------
Status                                                        BAD
Zero window txed                         641(3%)              BAD 
TCP messages retxed                      213(1.01%)           MARGINAL 
---------------------------------------------------------------
DNS Diagnostic Statistics
---------------------------------------------------------------
Status                                                        BAD
Timedout DNS queries                     207(24%)             BAD * 
---------------------------------------------------------------
Traffic Activity
---------------------------------------------------------------
Interface            Bytes        Packets      Rate         Activity
LAN Rx               7.89M        22064        17.53Kbps    HIGH
Uplink               7.97M        14724        17.53Kbps    TYPICAL
Downlink             12.29M       20543        27.32Kbps    TYPICAL
LAN Tx               11.22M       23172        24.93Kbps    TYPICAL

 

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Moderator
Moderator

Re: Web Acceleration Status

Good morning sli-er_15,

 

Thanks for posting and sharing these details. I've escalated your concern to an engineer to see what we can do. Once I have any updates to share I'll post back.

 

Your patience and understanding are much appreciated.

 

Thanks,

Liz

 

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.

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Freshman

Re: Web Acceleration Status


@Liz wrote:

Good morning sli-er_15,

 

Thanks for posting and sharing these details. I've escalated your concern to an engineer to see what we can do. Once I have any updates to share I'll post back.

 

Your patience and understanding are much appreciated.

 

Thanks,

Liz

 


Thank you, Liz.

Here's a couple more hourly reports just in case they might elp in narrowing down the problem.

---------------------------------------------------------------
System Level Diagnostics
---------------------------------------------------------------
Monitoring interval                                           MON DEC 21 10:50:00 2020 -  MON DEC 21 11:50:00 2020
Problem(s) Detected [*** - Triggering Statistic(s)]           Uplink Queuing, DNS Acceleration[N]
Overall                                                       BAD
Transport                                                     BAD
DNS                                                           BAD
---------------------------------------------------------------
Transport Layer Diagnostic Statistics
---------------------------------------------------------------
Outroute Type:        DVB-S2-ACM
Outroute Symbol Rate: 30(MSps)
Outroute ACM enabled: Enabled
Inroute AIS enabled:  Enabled

Status                                                        BAD
Current SQF                              80                   GOOD 
SMA Reset Error                          1                    INFO
ACM MODCOD Mismatch (Higher)             0                    INFO
ACM MODCOD Mismatch (Lower)              0                    INFO
Retx count to stream ACK ratio           27(0.08%)            MARGINAL 
Priority Q 1 very high latency pkts      15(0.13%)            MARGINAL 
Priority Q 2 high latency pkts           97(5.77%)            MARGINAL 
Priority Q 2 very high latency pkts      17(1.01%)            BAD * 
TX CODES:
   None
---------------------------------------------------------------
DNS Diagnostic Statistics
---------------------------------------------------------------
Status                                                        BAD
Timedout DNS queries                     342(33%)             BAD * 
---------------------------------------------------------------
Traffic Activity
---------------------------------------------------------------
Interface            Bytes        Packets      Rate         Activity
LAN Rx               6.85M        30066        15.23Kbps    HIGH
Uplink               7.21M        22244        15.23Kbps    TYPICAL
Downlink             4.83M        19278        10.74Kbps    IDLE
LAN Tx               3.57M        21133        7.94Kbps     IDLE
---------------------------------------------------------------
System Level Diagnostics
---------------------------------------------------------------
Monitoring interval                                           MON DEC 21 12:50:00 2020 -  MON DEC 21 13:50:00 2020
Problem(s) Detected [*** - Triggering Statistic(s)]           TCP Acceleration, DNS Acceleration[N]
Overall                                                       BAD
PEP                                                           BAD
DNS                                                           BAD
Current SQF                              79                   GOOD 
---------------------------------------------------------------
PEP Diagnostic Statistics
---------------------------------------------------------------
Status                                                        BAD
Rx SACKs                                 117(0.78%)           MARGINAL 
RSTs received                            2                    BAD * 
---------------------------------------------------------------
DNS Diagnostic Statistics
---------------------------------------------------------------
Status                                                        BAD
Timedout DNS queries                     592(30%)             BAD * 
---------------------------------------------------------------
Traffic Activity
---------------------------------------------------------------
Interface            Bytes        Packets      Rate         Activity
LAN Rx               9.12M        46846        20.27Kbps    HIGH
Uplink               9.17M        38052        20.27Kbps    TYPICAL
Downlink             17.55M       38977        39.00Kbps    TYPICAL
LAN Tx               15.95M       38191        35.43Kbps    TYPICAL

Hopefully it wont take too long in fixing our issue. Thanks again!

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Freshman

Re: Web Acceleration Status

An update to my problem.
I've been checking on our connection every once in a while to see if the techs addressed my problem. Earlier today when I went online our connection was pretty good with most of the pages loading up pretty fast while others took anywhere between 10 - 20 seconds to start loading. i noticed in the System controller Status page, under Web Acceleration Status an bold "[S]" next to Inactive. I remember seeing this in one of my google searches of my problem so i went to check in the Turbo Page to find a new IP address starting with 171? with the Port number empty and the "Use the current TurboPage Server" chosen. After a few hour break from the internet I tried getting online again but this time it was real slow until in went nonexistent. I tried a turbpage tearrdown using the above setting with no effect so I restarted the modem. It took a while for the system light to turn on but it didn't help with my connection, I then looked at the System Control Center to find no {S} next to Inactive and the User Config defaulted back to "Auto Select turboPage Server" and Port Number 86 with the IP address empty. Now I am getting no internet again with all my pings coming back as Request timeouts. For a while I thought my connection was fixed. Smiley Sad
I'm guessing the green check marks in the DNS Acceleration [N] is when I had a good connection earlier. When I had no internet it had all red Xs.

Screen Shot 2020-02-19 at 10.00.11 PM.jpeg

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Moderator
Moderator

Re: Web Acceleration Status

Hi sli-er_15,

 

Thank you for this update, I've sent this over to the engineer working on your case. Once I have any news to share, I'll post back.

 

  Your cooperation, patience, and understanding are much appreciated.

 

Thanks,

Liz

 

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.

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Freshman

Re: Web Acceleration Status

This is really odd and really frustrating to say the least. After no updates from you and the engineer, I finally called the dealer I bought the HughesNet equipment from and he said all the parameters looked good from the info I gave him from some from some various settings from the modems Advanced Menu. He then told me to call 888-999-4132 and tell them that all the parameters looked good but I wasn't getting any steady internet. Instead the the tech told me everything looked good and reset my modem and told me to call again if I have more problems (case #899857). The reset sort of fixed my connection for a while but it's now back to getting internet in 5-10 second spurts, then anywhere from 2 - 5 minutes of nothing. When I finally do get internet, pings to various site e.g. google, yahoo and hughesnet all come back averaging 1500ms or so but when I don't get anything all the pings come back as "request timeout" or "can't find host". I tried bypassing my Apple router and connect the modem to 3 different Macs, 1 desktop and 2 laptops, and all 3 Macs show the same spurts and no internet for a while. All this time that is happening the System Control Center is showing "Green" for the system status. Why am I not getting any steady internet?!?!? 

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Moderator
Moderator

Re: Web Acceleration Status

Good morning sli-er_15,

 

Thank you for this update, I can understand your frustration, as I'm also awaiting an update from the engineer with some actionable news. I've asked him specifically if there's anything to do to help, and once I get something we can try, I'll post back.

 

  Your cooperation, patience, and understanding are much appreciated.

 

Thanks,

Liz

 

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.

Highlighted
Freshman

Re: Web Acceleration Status

Another week has gone by, any word from your engineer yet?
I've heard of a couple HughesNet customers having problems with their connections too, so my problem might not be an isolated case. One of them said they contacted tech support but was told everything was fine even though their connection went out.