Summary

This Job Aid covers:

Configure the SurfBeam 2 Modem and TRIA Point Elevation

Point Azimuth Peak Azimuth Peak Elevation Push/Pull Test

RX SNR in the Modem Browser Interface

This Job Aid supports all Installer audiences.

Videos

1.2 Meter ODU Assembly (English)

1.2 Meter ODU Point and Peak Demo (English)

Conjunto de ODU (unidad externa) de 1.2 metros (Español)

ODU de 1.2 Metros (unidad externa) Demostración de apuntar y ajustar elevación de Viasat (Español)

Conjunto do ODU de 1,2 metro (Portugués)

ODU 1,2 Metros (unidade externa) Demonstração de apontar e ajustar a elevação de Viasat (Portugués)

Required Tools

To point and peak a 1.2M ODU using the SurfBeam 2 (SB2) modem, an installer needs these tools:

• A computer with a Ethernet port and Ethernet cable

Note: This may be either the customer’s computer or the installer’s laptop.

• 17mm open wrench
• 17mm ratchet and socket

Configure the SurfBeam 2 Modem and TRIA

NOTE: To point and Peak with a Viasat WiFi Gateway or Modem see: https://eguide.field.viasat.com/viasat-2-viasat-wifi-gateway-point-and-peak-job-aid/

Recall that the TRIA receives its polarity setting from the SurfBeam 2 (SB2) modem, which in turn receives its satellite and beam assignments, and frequency set information from the Modem Key found on the work order.

These steps assume that the 1.2M ODU is sitting on its mount, and that cabling and grounding are complete.

Follow these steps to configure the SurfBeam 2 modem and TRIA prior to beginning the Point and Peak process.

Connect the computer to the SB2 modem using the Ethernet cable between the LAN ports on both devices

Connect the COAX cable between the Transmit (TX) port on the TRIA, and the TX port on the SB2 modem.

Note: If the SB2 modem has a single IFL port, use this port.

Plug the modem AC power cord into the power outlet. Wait approximately two minutes for the SB2 to power on.

Open the computer’s Internet Explorer browser and type this URL into the Address bar:

Click the forward arrow in the Address bar. The modem enters the Installation Mode.

Note 1: Internet Explorer or Mozilla Firefox are the preferred browsers for this step. Other browsers may have different results.

Note 2: If a ‘website not found’ error appears, click the browser’s refresh button until the page appears

Find the 16-digit Modem Key on the work order, and type it into the fields and click Enter.

The Installation Configuration page changes.

Confirm that these two events are happening:

• The SB2 modem’s RX and LAN lights are flashing.
• The TRIA is emitting the ‘heartbeat’ tone

The SB2 and TRIA are ready for the Point and Peak process.

Point Elevation

The following information reviews the steps to complete the point (coarse) antenna Elevation adjustment.

Setting the Elevation can be done during assembly or after the ODU is completely assembled.

All four elevation lock down bolts need to be loosened and their four associated lock washers disengaged prior to beginning the adjustment of the elevation process.

Do not lockdown the elevation bolts until finished with adjusting the elevation.

Point Azimuth

Point the antenna to the course azimuth.

SB2 TRIA tone sequence

Recall that the SB2 modem must learn about its frequency set. This happens when the installer sweeps the antenna from each side of the azimuth or the elevation.

	Inside the Frequency Set the TRIA emits	Outside the Frequency Set the TRIA emits
During Point azimuth	Ring Ring, low/slow, high/fast, high/steady	Heartbeat
During Peak azimuth	Low/slow, high/fast, high/steady	None – always inside the frequency set

Follow these steps to point the Azimuth of the 1.2M ODU.

Sweep the antenna from side to side, checking the tightness of the three flange nuts on the mount canister. The antenna should move, but not too easily. Tighten or loosen the flange nuts as needed.

Note: After placing the antenna on the mount tube, the Installer aligned it to the desired compass setting.

Sweep the antenna to the right, about 10 degrees away from the line-of-sight selected during the Site Survey.

Sweep the antenna toward the left, listening for the TRIA to emit the ‘ring ring’ tone. Continue sweeping the antenna toward the left until the TRIA emits the ‘heartbeat’ tone. Stop, as this is the end of the first learning pass.

Note: Disregard any ‘beep bop’ tones. The TRIA does not recognize these satellites.

Reverse the direction of the sweep, and listen for the TRIA to progress through the tone sequence. Stop the sweep when the TRIA emits the heartbeat tone. This is the end of the second learning pass.

Note: Use a slow, consistent tension on the antenna during this sweep. Not all of the tones may be heard.

Reverse the direction of the sweep again, now sweeping to the center, and listen for the TRIA to emit the high/steady tone. The antenna is now in the center of the beam.

Finish this step by tightening the Flange bolts, starting with the top to maintain an even pressure on the Tube canister.

Note: The high/steady tone may dip while tightening the Flange bolts. If the tone does not return to the high/steady, then repeat the step. Remember to reset the modem’s learning by sweeping the antenna away from the satellite, and holding the Inclinometer bracket over the feed horn.

Peak Azimuth

Loosen the Azimuth base plate bolts using a 17mm ratchet.

Using a wrench, rotate the hex head of the Azimuth fine- adjust bolt.

Important: Do not pass the low/slow tone when peaking the ODU.

Sweep the antenna toward the left, listening for the TRIA to emit the low/slow tone, which means that the antenna has found the far edge of its frequency set.

Stop, as this is the end of the first fine-tune learning pass.

Reverse the direction of the sweep, now sweeping to the right, and listen for the TRIA to progress through the tone sequence. Stop the sweep when the TRIA emits the low/slow tone. This is the end of the second fine-tune learning pass.

Note: Because this is a fine- tune pass, all tones should be present. Periodically pause and wait for the modem to evaluate the information coming from the antenna.

Reverse the direction of the sweep again, now sweeping to the center, and listen for the TRIA to emit the high/steady tone. The antenna is now in the center of the beam.

Finish this step by tightening the Azimuth base plate bolts.

Note: The high/steady tone may dip while tightening the base plate bolts. If the tone does not return to the high/steady, then restart the Point and Peak process.

Remember to reset the modem’s learning by sweeping the antenna away from the satellite, holding the Inclinometer bracket over the feed horn, and then re-centering the Azimuth fine-adjust bolt.

Peak Elevation

The following information reviews the steps to complete the peak (fine) antenna Azimuth adjustment.

Slightly loosen the 4 Lockdown Nuts in the Arched Slots on sides of the Elevation Bracket

Use the wrench on the Elevation rod nut to adjust the elevation up or down.

Caution: Do not pass the low/slow tone when peaking the ODU.

Sweep the nut on the Elevation rod such that the TRIA drops ,and listen for the TRIA to emit the low/slow tone, which means that the antenna has found the far edge of its frequency set.

Stop, as this is the end of the first fine-tune learning pass.

Reverse the direction of the sweep, now sweeping to raise the TRIA, and listen for the TRIA to progress through the tone sequence. Stop the sweep when the TRIA emits the low/slow tone. This is the end of the second fine-tune learning pass.

Note: Because this is a fine-tune pass, all tones should be present.

Periodically pause and wait for the modem to evaluate the information coming from the antenna.

Reverse the direction of the sweep again, now sweeping to the center, and listen for the TRIA to emit the high/steady tone. The antenna is now in the center of the beam.

Finish this step by tightening the same bolts and nuts. Start with the top nut on the Elevation rod, and then the Elevation Lock Down bolts.

Note: The high/steady tone may dip while tightening the base plate bolts. If the tone does not return to the high/steady, then restart the Point and Peak process.

Push/Pull Test

Important: An installer always completes two tests before obtaining Modem Lock: a Push/Pull test and a review of the RX SNR in the Signal Strength section of the Modem Browser Interface. Passing these tests prevents delays in Modem Lock and Provisioning because they confirm that the antenna has aligned correctly during Point and Peak.

From behind the antenna, gently push and pull each side of the antenna.

Gently push and pull the top and the bottom of the antenna

The test passes when the TRIA’s high/steady tone drips every time pressure is added to the antenna. The tone returns to its high/steady state when the pressure is removed.

If the tone rises, the alignment is not correct the installer must repeat the Point and Peak process. Remember to reset the modem’s learning by sweeping the antenna away from the satellite, holding the Inclinometer bracket over the feed horn, and then re-centering the Azimuth fine-adjust bolt.

RX SNR in the Modem Browser Interface

During the Point and Peak process, the Modem Browser Interface records the current and the peak RX SNR levels in the Signal Strength section. These two levels will match when an antenna is aligned correctly.

If these two levels do not match, repeat the Point and Peak process. Remember to reset the modem’s learning by sweeping the antenna away from the satellite, holding the Inclinometer bracket over the feed horn, and then re-centering the Azimuth fine-adjust bolt.

Note: These levels rise and fall in real time, so differences +/- 0.5dB are acceptable. Differences greater than 0.5dB should be seen as a failed Point and Peak.

Phase 1 Commercial Migration Complete

Phase 1 of our Commercial Business Migration has been executed! Your Viasat Discover profile will now look a little different. If you are commercially certified and your Commercial ID is different from your Residential ID you will see both the “Single Installer ID” AND the “Installer ID – Commercial” fields until Phase 2 of the migration is complete. If your Residential Installer ID and Commercial Installer ID are the same number your profile will now look like the image shown below and will show only the Single Installer ID field.

You must pay close attention to the Work Order creation date to know which Tech ID and provisioning process to use. New Installations created prior to Phase1 – you will need to use your original Commercial Tech ID.  If the work order is created after Phase1 – you will use your Single Installer ID.  Simply, if the work order exists in VTT you will use your single ID. The matrix below outlines when to use each.

As a reminder, keep an eye out for updates on the launch of Phase 2 of this migration! Self-Installing retailers should have received separate communications about new SMB sales training to learn about the service plans, add-ons, order entry in the Global Partner Portal, and more.

Have you downloaded the Viasat Tech Tools app?  If not, check out our eGuide page dedicated to all things Viasat Tech Tools. This page will help you download and get started with the app so that you can continue completing Commercial Work Orders.

Phase 2 Commercial Migration Complete

Phase 2 of our Commercial Business Migration has been executed!

Your Viasat Discover profile will now look a little different. If you are commercially certified you will now only see an ID in the “Single Installer ID” field and it will be marked “Yes” under the Certified for Commercial (see screenshot below). This is the ID you will use for BOTH residential and commercial work orders.

You will now locate the work order in the Viasat Tech Tools (VTT app), use your Single ID, and activate in the VTT app for all Commercial installs, service calls, and upgrades. Moving forward you will ONLY use the Viasat Tech Tools app for service activation – install.viasat.com will not support commercial service activations.

Self-Installing retailers should have received separate communications about new SMB sales training to learn about the service plans, add-ons, order entry in the Global Partner Portal, and more.

Have you downloaded the Viasat Tech Tools app?  If not, check out our eGuide page dedicated to all things Viasat Tech Tools. This page will help you download and get started with the app so that you can continue completing Commercial Work Orders.

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• PSYDEH Point and Peak Video
• PSYDEH guide.pdf
• PSYDEH Solucion de Problemas.pdf

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PSYDEH Point and Peak Video

PSYDEH Guide

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PSYDEH – Solucion de Problemas

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04242025

Welcome to the newly updated eGuide!

Hello ,

Viasat has overhauled the technician eGuide to make this valuable resource easier to use, mobile friendly, and even more comprehensive. We want the eGuide to be a tool you can use on your daily installs and service calls to help increase your proficiency and ensure the job meets all of Viasat’s installation standards.

Here are some of the great new features you will see in the
new eGuide:

• Mobile-friendly design – so that you’re able to access the eGuide wherever the job may take you.
• TechTalks! – This is the place to see all kinds of content relevant to Viasat technicians: new products, how-to’s, kudos, interesting things to make your job easier, and to keep you informed. Click here to watch the latest TechTalk.

• Enhanced search capability – the whole eGuide is now fully searchable.
• Easy translation to multiple languages using the Select Language drop-down for English, Spanish, and Portuguese, with more languages to be added as our business grows.
• Dedicated email address for comments and suggestions for the eGuide: field.questions@viasat.com

Be sure to bookmark the new eGuide: https://eguide.field.viasat.com/

Check it out, use it on the job, and let us know what you
think!

New Tech Talk video: MITe

Hello,

In this month’s TechTalk, Kevin goes over how to use MITe and an inclinometer to find the best possible line of sight for your installs. These tips and tricks will be very useful for both new installs, upgrades, and service calls – because line of sight can always change! 

Check it out by clicking the image above. And don’t be shy – email us any comments, questions, or suggestions at field.questions@viasat.com.

FYI: For more information on the tools that Kevin is using, search “MITe” and “inclinometer” on the eGuide: https://eguide.field.viasat.com/.

This Job Aid Covers:

Scheduling Work orders

Access the work order you would like to schedule by clicking on the FSM ID link in the search results below:

Click Scheduling:

The scheduling grid shows available technicians on the left panel and times slots in the middle panel:

Dark Green Bars = technician is available for regular work time

Yellow Bars = technician is available for overtime

Light Green Bars = work order time frame inserted

Light Orange Bars = the order currently being viewed is assigned

Light Green bar inside Dark Green Bar = technician assigned to another work order

No Dark Green Bars = technician is not available for that date and time

Set work order time

To set the work order time, right click in the same row as the FSM ID. Right click under the date & time that you want the work order to start:

Select Insert Task:

The Modify Task Realization Time pop up will appear

This pop up will allow the user to set the start date/time and finish date/time for the work order

Set the start date/time and finish date/time and click Ok:

A Light Green Bar will now be inserted. The Light Green Bar represents the work order time frame:

Add available work time to a technician

Right click in the same row as the technician’s name under the desired date & time:

Hover over Add availability

Select Work time:

A Dark Green Bar will be inserted. This represents the technicians available work time:

Drag the Dark Green Bar in either direction to extend available work times. To assign the workorder the Dark Green Bar must be within the same time limits or greater than the Light Green Bar:

When the work order time frame (Light Green Bar) and technicians available work time (Dark Green Bar) are inserted, we can now assign the technician

Click the checkbox next to the technician’s name.

To assign a technician, click the checkbox next to their name:

Once the technician’s name is checked, the work order is assigned. The work order will auto save:

Viasat Tech Tools 2.0 launch

Hello,

The new and improved Tech Tools is finally here!

Please follow the instructions below to install the new Tech Tools app. The current version of Tech Tools will not work as of Monday, March 15, 2021. Starting on this date, Viasat 360 products are to be added through the new app.

1. Remove/Uninstall the current app from your mobile device.
2. Go to the Google Play store or the Apple App Store and search for Viasat Tech Tools.
3. Install and open the app.
4. Your credentials are the same as they were previously.
   1. Username = Tech ID
   1. Password = eSVT Password
5. If you are unable to login using your credentials, click the Forgot Password option and answer your security questions.
6. If you cannot reset your password yourself, email Agentlogin.request@viasat.com with your Tech ID and your request for a password reset.
   1. Be aware that the password reset link you are sent is only valid for 3 hours.

DO NOT use the save password or remember me feature. The application will not allow “cookies,” so selecting this option will disable your app.

You will begin seeing jobs in this new app on Monday, March 15^th. You will have visibility on upcoming jobs that are within a 48-hour window.

eSVT is Viasat’s tool that provides system health information and is available to all technicians. Within eSVT you can find a customer’s data consumption, forward and return signal levels and other system health information.

All Accounts:

https://esvt.viasat.com/

The user name will be your Installer ID that is used when provisioning.

Also your user name and password would be the same as your TechTools credentials.

  If you have problems logging in, send an email to agentlogin.request@viasat.com. Explain your issue and be sure to include your Installer ID.

Once you are able to log in, you can search by Product Instance ID, MAC address or phone number. This eGuide link below will help with terminology and fields available: https://eguide.field.viasat.com/esvt/

Viasat Tech Tools App – Download Now

Hello,

Viasat Tech Tools (VTT) is getting a new role for VS-3. Work orders on VS-3 will be provisioned using VTT, so now is the time to download the app and confirm that your login is working properly. Let’s make any necessary corrections now, so that when VS-3 training is available, you’ll be ready to go.

Keep this technical bulletin handy until you know you can log in. Troubleshooting steps are listed at the bottom of the email.

Before you begin

1. Log into Viasat Discover and confirm that your email address is current.

   1. If not, click the ‘Request Email Update’ widget on your dashboard.

2. WAIT for the notice from Viasat Discover that your email address has been updated before proceeding. This can take up to 48 hours.
3. We recommend that you have access to this email address on your smartphone, or, work with a computer nearby when you register the VTT app.

How to register

1. Go to your App store from your smartphone, search for ‘Viasat Tech Tools’ and install the app.
2. You must grant access to your camera, location services, and allow notifications.
3. Set up a pin code.
4. Select North America as your region.
5. Your credentials are as follows:
   1. Username = The Installer ID – Residential found in your Viasat Discover account as the username. Don’t use any other Installer ID.
   1. Password = IF you use eSVT, use that password for VTT as well.

   1. IF you have never used eSVT, click the Forgot Password link.
      1. You will receive an email at the address we have on file for you.
      1. Use either the password reset link OR the verification code.

      1. Set your password.

Troubleshooting

1. Log into your Viasat Discover account, and check My Profile for your Installer ID – Residential
2. Is your username (in Viasat Discover) the most current email address? Complete the “Request Email Address Update” if needed.

   1. It is VERY important that we have your current email address BEFORE you try to do set your password.

3. Send an email to viasatdiscover.bbs@viasat.com with a screenshot of your error message. Include your First and Last Names, your current email address, and your Installer ID.

Thank you for being a valued part of the Viasat team as we move forward into this exciting new phase with VS-3!

** If you are using Viasat Tech Tools already you can disregard this message.

Best Regards,

Viasat Field Operations Team

New Self-Paced Training Available:
EasyCare and Customer Verification Code

Audience:

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Viasat is excited to announce the availability of a new 15-minute self-paced training module in Viasat Discover. This training is designed to help you stay up to date with the latest products and processes, ensuring you can provide the best service to our customers.

New V360 Plans:

• Easy Care +: Includes Dedicated Home Tech Support – expert technical support for an unlimited number of eligible devices – and assistance available from 7am to 11pm Eastern Time, 7 days a week. Available April 15, 2025
• Easy Care Premium: An advanced version of Easy Care +, offering additional benefits that includes protection for eligible devices, with no registration or receipts required, and Accidental Damage from Handling on select portable devices. Availability TBD
• Check out the training for full details of each product’s benefits and features.

New V360 Process:
In addition to the new products, we have introduced a new process for adding VS360 products to a customer’s account through the Viasat TechTools app. Previously, a Customer Signature was required. Now, the process has been updated to include a Customer Verification Code. Available April 15, 2025

To access the new self-paced training, please follow these steps:

1. Log in to Viasat Discover at https://bbs.viasatdiscover.com/.
2. Search for the module titled “EasyCare Plans and VS360 Customer Verification Code for Technicians”

We encourage you to complete this training and familiarize yourself with the new plans and the updated process before the EasyCare launch on April 15, 2025.

Thank you for your continued dedication and hard work.

Summary

This Job Aid covers:

Logging into eSVT

Active Static IP Location

This Job Aid supports the Viasat Commercial Technician audience.

Logging into eSVT

Viasat Commercial account customers may ask if they have an active Static IP. Technicians will need to log in to eSVT to determine if a Static IP is active.

Open a browser and type URL: https://esvt.viasat.com and press enter.

Sign in using the technician’s Installer ID and password. Tip! This is the same as your VTT credentials.
Click Login.

Type in the customer’s billing account number, phone number with country code, or modem MAC address to pull up the customer information page. Press enter to proceed.

Active Static IP Location

The Plan Info section of eSVT will display the customer’s Static IP status.
Tip! The modem must be placed in bridge mode for Static IP to work. SB2 and VHG modems default to bridge mode on and can not be changed.

Note: If a customer wants their Static IP address, you can refer them to the Static IP communication that was sent to the email address on file upon Static IP activation.
Service calls are not offered for Static IP issues.