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?
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.
@GabeU wrote:
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
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
@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!
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. 😞
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.
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
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?!?!?
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
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.
Hi sli-er_15,
I haven't had any updates other than that they're investigating. I've pinged him again if he has any news to share. Once I have any, I'll post back.
-Liz
Oh, hah, the engineer just replied after I pinged him. Those other customers you say are having issues too, can you send me their account numbers? Engineering has an approach that may eliminate that TCP Acceleration error, but we'll need to know if the change actually helps you and the others.
Your cooperation, patience, and understanding are much appreciated.
Thanks,
Liz
Sounds good. Please private message me the account info, or better yet, direct them to your thread so they can update us with their performance, that way we're not all playing telephone with folks' updates.
-Liz
Good morning sli-er_15,
Can you please confirm if you're seeing an improvement now?
Your cooperation, patience, and understanding are much appreciated.
Thanks,
Liz
Hi Liz,
We just got back from being out of town for a week. Our connection has been really good so far, thank you! I kept getting a "We're sorry, but your site is current unavailable. Please try again later." for a while when I tried restoring a token to renew our download allowance. My son probably used it all up since he came home a day earlier than my wife and I. After waiting a few hours I successfully restoed a token though. Will we get any credit for the time we've had practically no internet? Thank again!
Thank you for the confirmation, sli-er_15. I've gone ahead and credited your account. I appreciate your cooperation and patience as we worked to resolve this. Drop by the community any time if you have other questions.
Thanks,
Liz