Technical Troubleshooting
Summary
This Job Aid covers:
Customer IP Address – Use only when escalating
Test Second Computer (if one is available)
This Job Aid supports the Agent and Super Agent audience, working with Reseller customers who have reported no connectivity or intermittent connectivity problems with their Viasat service.
Does the Customer have a VPN?
If the customer has VPN, ask how does Viasat Internet Service function when not using the VPN?
- If slow, follow the steps in Slow Connection Troubleshooting.
- If there is a connectivity issue, proceed with the steps in this article
- If there is a connectivity issue to a specific website, follow the steps in Troubleshooting Specific Web Sites.
NOTE: If after following the articles, the Viasat Service is working as it should, inform the customer:
I have validated that your internet service is working as it should be. Unfortunately, we do not troubleshoot VPN connection at this time. I apologize for any inconvenience. Please contact your VPN provider to troubleshoot issues you are having with that service. Thank you for contacting Viasat.
Using eSVT
Use the below applicable processes for the specific main icon that is illuminated.
Evaluation Status
At least one assessment has evaluated to failed status. Look for indicator lights in eSVT in the Setup & Account or This Subscriber sections.
Reboot
When illuminated, the customer’s computer and modem must be rebooted.
This icon may be available in the bottom row of icon; it reboots the modem.
Important! Follow This Order!
- Click the Reboot Modem icon, or ask the customer to power off the modem at the wall. Power on the modem again, and WAIT for the 2nd LED to stay solid.
- Power off the computer, then power on the computer.
Truck Roll
When lit, click the truck icon and recommendations will be presented.
Follow the steps in Super Agent Escalation Guide
Repair Account
The customer’s account is either restricted because of their data usage, or it is suspended for some reason.
In eSVT, look for the DAP icon in the Setup and Account section. If yellow, the account is restricted. Click the View Usage Data icon to see more details about the DAP status.
In the Support Portal, on the Quick Flash tab in the Products section, under Provisioning Status, it will say Suspended. Follow the job aid How to Suspend/Resume a Viasat Account using Order Management to resume the account.
Home Setup
Indicates a problem with how the customer has arranged their modem, computer (and router, if present)
Confirm that the customer has
- The COAX cable attached firmly to the modem
- An Ethernet cable is between the modem and the router (if present), or between the modem and the computer.
- Confirm that the computer’s Network card is enabled (in the operating system), or that the computer is connected correctly to the wireless router
Network Outage
A network outage is affecting this customer.
In the Support Portal, check the Network Outages portal to confirm the outage for the customer’s beam. Review the outage for the ETR.
Only VS1, Wildblue and ANIK are available for network outage information.
Escalate
In the Support Portal, check the Network Outages portal to confirm the outage for the customer’s beam.
If no network outage, follow the escalation procedure for notifying the reseller’s distributor, or other escalation point.
Weather
Bad weather is impacting the customer, either at their home or at the gateway.
Note: Gateway information is available in the dashboard header.
Wait for the weather to clear.
If the weather cleared more than an hour in the past (at the home and the gateway), yet the service remains slow, try a modem reboot.
Customer Education
When lit blue, the customer may need education, such as how to manage data usage and avoid getting into DAP.
Rollover the icon to see suggestions for customer education.
Hardware Reset for SB2 and VWG Modems
Are any of these LEDs yellow or red?
- Software Version
- Equipment
- Web Acceleration (if red, follow your normal escalation process)
If yes, reboot the modem following these steps:
Confirm that the customer is not calling with Viasat Voice.
Click the Reboot Modem icon, or ask the customer to power off the modem at the wall. Power on the modem again, and WAIT for the 2nd LED to stay solid.
Power off the computer, then power on the computer.
Is the problem resolved? If yes, end the call
If no, AND you rebooted the modem using the Reboot Modem button in eSVT, ask the customer to power off the modem from the wall.
Does the customer have a router? If yes, ask the customer to power off the router.
Power off the computer
Restore power to the modem and WAIT for the 2nd LED to stay solid.
Power on the router
Power on the computer.
Does this resolve the problem? If yes, end the call.
If the problem still exists, follow this step if a router is present.
Ask the customer to remove the router. Do this by removing the Ethernet cable from the router, and plugging in directly to the Network port on the computer. Reboot the modem.
Does this resolve the problem? If yes, end the call with this script.
Mr. /Mrs. (Last Name), I can see that your connectivity is restored when the router has been completely removed from the Viasat Network. You may want to contact the manufacturer of the router for further support. You can typically find the contact information on the back or bottom of the equipment. If not, the information may be available online.
Customer IP Address – Use only when escalating
In eSVT, hover over CPE Connected to obtain the customer’s IP address.
If no IP address is listed:
Is NIC card enabled?
- If YES, proceed to next step
- If NO, enable NIC card
Configure DHCP in the Windows Control Panel.
- Open Network and Share Center, and change the adapter setting
- Find the LAN Connection
- Edit the Properties of the TCP/IP v4, and TCP/IP v6
- Confirm that “Obtain an IP address automatically” is selected.
- Confirm that “Obtain DNS server address automatically”
- Save settings, and reboot the computer if any changes are made.
Is the problem resolved?
- If YES, end the call.
- If NO, continue to the Browser Troubleshooting section below
IP Address General Guide
| IP Address | Definition |
|---|---|
| 10.X.X.X | Private Modem IP |
| 192.168.X.X | Private IP typically behind a router |
| 67.54.X.X | Anchorage Gateway only |
| 184.63.97.X | Viasat Business |
All other Viasat IP addresses are considered public
Browser Troubleshooting
Was this customer ever a WildBlue customer? If yes, do they use IE or Firefox? If yes, ask the customer to uninstall the WildBlue Optimizer from the Windows Control Panel.
Note: This is a highly unlikely scenario; however, the WildBlue Optimizer can significantly impact the performance of the Viasat service.
What browser is the customer using? What version?
Version information is generally available under the browser’s Help menu.
What operating system are they using?
If they have a router, what make/model is it?
Use this chart to compare the customer’s answers with our supported configurations.
| Browser | Version |
|---|---|
| Chrome | Latest |
| Internet Explorer | At least version 7 |
| Firefox | Latest |
| Safari | Latest |
OS At least version
All Windows
All Mac OS
| Router | Model |
|---|---|
| Incompatible: | Belkin N750 D-Link DIR-601 D-Link DI-524 |
Tested as compatible:
- D-Link DI-604
- Fritz Box 7270, 7390
- Linksys WRT310N v2
- Linksys WRT54G
- Linksys WRT54GL
- MediaLink MWN-WAPR150N
- ReadyNet WRT150N
- ReadyNet WRT300N-DD
In general, these brands work well with the Viasat service:
- Linksys
- Belkin
- Netgear
- Cisco
If the customer does not use a support OS or Router, use this script
Mr./Mrs. <Last Name>, we do not currently recommend the <INSERT NAME> for Viasat Service. Moreover, although we don’t have any specific recommendation for a replacement for<INSERT NAME>, we do suggest that you change it to improve the speeds of the service.
Clear the browser’s history (aka cache/cookies)
Has the customer made any recent changes to the browser, such as a plug in, extension, or add-on. If yes, ask the customer to find the ‘return to default’ button, or temporarily disable any recent change.
Is the problem resolved? If yes, end the call.
If no, continue to the Speed Test section below
Test Second Computer (if one is available)
If all the previous troubleshooting steps failed to resolve the issue, ask the customer if they have a second computer with Viasat Service to test on the Viasat network.
- If YES: proceed to next step
- If NO: skip this step and proceed to follow your Reseller’s escalation process, which might involve a service call or other measures.
When utilizing a second computer it is recommended that the computer and equipment be power cycled before attempting to connect.
Did using a second computer resolve the issue?
- If YES, use this script:
Mr./Mrs. (Last Name), I can see that your connectivity is restored when a second computer is connected to the Viasat Network. You may want to contact the manufacturer of the computer for further support.
- If NO, follow your Reseller’s escalation process, which might involve a service call or other measures.