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I’m frustrated

No response to ACP Test

Trying to reregister my modem (HN7000S), have a signal strength of 76, get all the way to ACP, but ACP just keeps requesting (waiting for response). After three calls and multiple hours on the phone, Hughesnet sent out a tech, and after 4 hours the tech left without getting the problem fixed (checked cables, swapped modem, swapped radio, reallinged dish from 113W to 117W....). He said he would get back to me, but never did! Any ideas?
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  • Are you running direct from the terminal to your PC/Laptop? Or are you going thru a router?
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  • Hey Jim -

    You've got me kinda stumped - if you can get to the SCC, then there's no reason why you shouldn't have access to the ACP since they both work on http protocol and your computer shouldn't be blocking it. I had this issue happen with mine (a 9000) but was able to cure it by disabling/re-enabling my ethernet connection - something was locked up and not allowing the terminal to grab the info- Swapping out all the hardware wouldn't have anything to do with it at all, other than you got all new gear :) - Have you tried using another browser? Could be something qwerky in the one you are using now - load up Firefox, Chrome, etc.. try launching thru it - if it STILL doesn't want to work, check the IP address on your laptop to see that it's actually set DHCP and not static (unless you have a static IP thru Hughes) - or disable your antivirus and see if it works - if that doesn't fix it, then I'll try to duplicate it this weekend using different configurations on my system and see what I can come up with :)

    Robert
    (ps- I'm not a Hughes Employee - just a customer like you!)
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  • Ah! Wait a sec - Trying to re-register your terminal? Is this a brand new one? Cuz if so, then there's only one way to get it to work - You have to get a tech to authorize the hardware transfer from the NOCC or it won't work. Used to be able to just type in the SAN and wham - new terminal works. Now, you have to have the NOCC authorize it, and when they do, it kills the other one. If the above stuff doesn't work, then I can almost guarantee it's not allowing you access to the ACP until it (a) gets authorized and (b) you do a hard reset (unplug for a few mins and then replug it in) - let it grab the commissioning and operating software - One of the techs here might be able to verify this, but you'll have to contact them via email or IM on here privately so you're not posting your SAN and all that in public.
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  • If this is a 7000(s) modem there is no need to pass ACP. If you are lucky enough to have not failed a test (test never started) and the installer did not do an RF causing the modem power light to blink on and off, you should be able to go through the registration and on the page where you have a Display Signal Strength button you will also see a line that reads Perform ACP with a check mark. Uncheck this option, click Next and then wait for the modem to range (4 of 5 lights lit) and the click Next again and let it do its download.
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  • What happens when you try following my instructions?
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  • It still sounds like there's not a issue locally - sounds like for some reason the NOC isn't sending the commissioning download to your Site and not allowing the terminal to complete -You're aligned, obviously active, and should be locked. Sara can possibly help directly, but you'll have to contact her with your SAN and have her refer to tech support locally to review it all :) It'll end up being something none of us is thinking about haha :)

    Bill was right, though. It should have recommissioned itself. Hard to tell without being able to see whats happening on the network side - Not sure about logging on the 7k since I use 9k's here, but if there is logging and you can see them, that may help - it should be throwing a critical error(s) and a code -
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  • I really need to get a 7000s just to have for troubleshooting :)

    Do you have any entries under "flags" ?? like a hex addy?? something along the lines of 0x0000nnnn -- also have you checked to see if the correct sat is listed under carrier info since you said you were moved to 117? If the account for some reason is still authorized under 113 and you're trying to commission using 117, it isnt gonna work. carrier should say something like 117:W:1110 or something along those lines - if its still 113:W: etc. then the account wasn't updated - Just trying to think of different stuff :)
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    That's too bad as it appears the installer did the RF and wiped out the good ACP. You can do nothing further until you are able to pass ACP. Have you tried using several of the servers listed in the modem transponder drop-down section? Have you install a recent Hughes modem configuration file?
    I wish we were nearby as I could put the modem on my antenna and get it done. Your local installer "should" be able to do the same as the registration can be done while pointed to any of the Hughes satellites and then returned to your setup. If you have a DW7000 modem you will be limited to a few transponders but if you have the HN7000S then you can use any of the available transponders and/or satellites.
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