Release Date: August 2018

Summary

This Job Aid covers:

Subscriber Education Topics

Demonstrate Webmail for Remote Email Access Demonstrate Subscriber Portal for Managing Settings Contacting Technical Support

This Job Aid supports the NRTC Technician audience.

Subscriber Education Topics

After setting up the Subscriber’s email, it is time to introduce the service to the Subscriber. The information the Technician provides to the Subscriber varies depending on the requirements of the NRTC member provider.

Items that must be covered include the following:

• Sign the Customer Agreement: Collect the signature as directed by the member
• Demonstrate Surfing the Internet: Guide the Subscriber to the member Web site and add the link as a favorite or as their homepage
• Demonstrate the Email Account: Send a test message to their new email account
• Demonstrate Webmail for Remote Email Access: Guide the Subscriber to the URL provided on the work order and demonstrate how to send and retrieve email, manage contacts and use the calendar. Finish the demonstration by accessing the Help file.
• Demonstrate the Subscriber Portal: Guide the Subscriber to the URL provided on the work order. Recommend that the Subscriber save the URL as a favorite. Demonstrate the various ways a Subscriber manages settings and monitor bandwidth usage. Finish the demonstration by accessing the Help file.
• Provide the 24/7 Customer Technical Support Number: Review where the Customer can find the Technical Support number in the Subscriber Portal, and remind them that technical support for their service is available 24 hours a day/7 days a week.

Demonstrate Webmail for Remote Email Access

Every Subscriber has access to their email from any browser, using the webmail service provided with their account. To demonstrate this, ask the Subscriber to open their browser and navigate to the URL provided on the work order. Add the site as a bookmark/favorite in the browser and login to their webmail account, using the same email address and the Subscriber’s password used in the email client.

Demonstrate Subscriber Portal for Managing Settings

The Subscriber Portal is very similar to the AdminTool. The URL to access the portal is included on the work order. Have Subscribers add the Portal as a favorite before logging in. At the end of the demonstration, show them how to access the Help file. Follow these steps in the demonstration.

1.Go to the Subscriber Count URL shown on the work order.

2. On the Login page, the User Name is the same Email address used in prior steps, and comes from the work order.

The Password is the Subscriber’s password given to the sales agent when the service was ordered.

Click Login to begin the demonstration.

3. The Home tab appears; it is a synopsis of the Account’s domain, service, and subscriber information.

Click Manage User to continue the demonstration.

4.On the Manager User > Information sub-tab, the Subscriber can

• update contact information
• change password from the one created during the sales process Username and password are for
• email/webmail
• Subscriber portal

Click the Email sub- tab to continue the demonstration

5.On the Manage User > Email sub-tab, the Subscriber can configure three options:

• Email Forwarding
• Auto-reply
• Spam Blocking

Email Forwarding is necessary when the Subscriber does not wish to use this email account. The Forwarding Option down arrow displays the choices:

• Forwarding is turned off
• Forwarding is turned on, and no messages are stored in the user’s mailbox
• Forwarding is turned on, and a copy of each message is stored in this user’s mailbox.

Click the WildBlue/Exede tab to continue the demonstration

6.On the WildBlue/Exede tab, the subscriber can

• Review service level and status information
• Check Bandwidth monitor that shows data usage
• Gain access to BuyMore ordering

Click the Summary tab to complete the demonstration.

7.On the Summary tab, the Subscriber can find a one-stop for

• Account info
• Bandwidth monitor
• Domain configuration

Contacting Technical Support

Remind the Subscriber that technical support is available 24 hours a day, seven days a week. Provide them with the number located on the work order and show them where that number is located on the Subscriber Portal Summary Tab.

Completing an NRTC Installation Job Aid

Release Date: August 2018

Summary

This Job Aid covers:

Setting ‘Level 5’

This Job Aid supports the NRTC Technician audience.

Setting ‘Level 5’

Following the installation, provisioning, email set-up and education of the Subscriber, the final step is bringing the install to a Level Five (5) in the AdminTool. This process may be performed at the Subscriber’s location or at the member’s office, by either the Technician or a Customer Service Representative (CSR).

Follow these steps to set Level 5 in the AdminTool

1.After logging into the AdminTool and locating the work order, click the WildBlue tab.

2.Click the Installation tab at the bottom of the page.

3.Complete the fields using information from the installation.

4.Answer the three questions

in the top right corner with Yes

• Subscriber can surf
• Subscriber can send/receive email
• Turn up for completion

5.Click Save, and confirm that WildBlue Access changes to Level 5.

Summary

This Job Aid supports the Technician audience.

This Job Aid covers:

• Troubleshooting the Modem before replacing
• Connecting the Replacement Modem
• Validating Modem Lock

Troubleshooting the Modem before replacing

All troubleshooting steps must be complete before swapping a modem. Following the Trouble Isolation Check Sheet, a Modem Test must fail in order to continue. Do not replace the modem until the TIC directs the Technician to do so.

Connecting the Replacement Modem

There are three (3) cables coming out of the existing modem:

• One Power cord
• One Coaxial cable that connects to the antenna
• One Ethernet cable that connects to the computer

Follow the steps below to properly disconnect the existing modem and reconnect the replacement modem.

Caution: The Coaxial cables emit power. Follow each step in order to ensure safety!

Power off the computer that is connected to the existing modem

Unplug the modem power supply from the power source.

Unplug the Transmit cable from the TX port on the existing SurfBeam (SB2) modem.

Connect the Transmit cable to the TX port on the replacement SB2 modem.

Unplug the Ethernet cable from the Ethernet port on the existing SB2 modem.

Connect the Ethernet cable from the PC to the Ethernet port on the replacement SB2 modem

Plug the power connector from the replacement power supply into the replacement SB2 modem.

Plug the AC power cord into the power supply.

Plug the power supply into an AC outlet. Wait approximately two minutes for the modem to power on.

• Once the power supply is plugged into an AC outlet, the PWR light on the modem comes on and the RX light starts blinking.

Power on the computer and open the Internet browser.

Validating Modem Lock

When swapping a SurfBeam 2 (SB2) modem, the Technician verifies the modem lock process by accessing the Basic Status Page. This ensures that the modem locked correctly before proceeding to provision the new modem.

These steps assume that the ODU is mounted properly, aligned correctly and cabling/grounding are complete.

Follow the steps provided in the following VTT Service Call Video:

04282025

Summary

This Job Aid covers:

Service Call Completion Process

Changing the Work Order Status

Completing the Resolution screens

Viewing Previous Service Call Resolutions

This Job Aid supports the Technician, FPA/FST, and QC audience. Technicians, FPA/FST and QCs may have the option to complete a service call in FSM under their own user login. Dispatchers or Dealers complete this procedure when the field staff is unable to do so themselves.

This document describes this process and procedure using the FSM web site.

Important! FSM is the application-of-record for all payments and commissions. Service calls must be completed in FSM, before leaving the customer’s site; else payment will not be processed.

Service Call Completion Process

Service Call work order completion is a four-step process:

1. After completing the repair, the user opens FSM to close the work order.
2. After locating the work order, the user changes the status of the work order from On site to Pending Complete in FSM. This triggers several events in the ViaSat back office systems.
3. The user validates the SVT values in the work order are all green.
   1. If values are green, the user selects the appropriate Resolution Codes, based on repair while onsite.
   2. If values are red, the user continues to work on the repair. The user may use SVT in the Support Portal to recheck the values before attempting to close the work order.
4. If the Resolution Code involves either replaced equipment, or Leased Equipment Recovery, additional dialogs appear that the user completes.

Changing the Work Order Status

Follow these steps to change the work order status and kick off the completion process.

Locate the work order in FSM.

Scroll to the middle of the work order page to the Notes section. Click Add Note. A new note opens. Type a note describing the change in the work order status. Finally, click Save Note.

In the Basic Data tab of the work order, select Pending complete from the Status list.

Click Change Status.

Completing the Resolution screens

After clicking Change Status (see above), the work order displays the SVT tab.

In the After Resolution section, confirm that all SVT service levels (icons) report a green value.

• If yes, go to Step 3.
• If no, continue repair. Return to the Details tab, and change the work order status to re-check the service levels. When all retested icons report a green value, continue to Step 3.

Select Resolution Codes based on actual repair actions. Select as many as appropriate. See image above

If selecting Replace TRIA, the TRIA SN field becomes active. Type or scan the serial number for the new TRIA into this field. Use the number as shown on the TRIA label.

See image above.

If the TRIA SN field is left empty, this error message appears:

If selecting Replace Modem, the Modem MAC and Modem SN fields become active. Type the serial number for the new Modem into these fields.

SN format: XXXXXXXXXXX

See image above.

If the Modem SN or Modem MAC fields are left empty, this error message appears:

If selecting Equipment Recovery, confirm that the equipment was left with the customer, and click the confirmation box.

Type a note into the Notes section. This can be the same note as added at the beginning of the procedure.

Click Save.

Viewing Previous Service Call Resolutions

Follow these steps to review the resolutions for closed service calls.

Locate and view the work order.

Click the SVT tab, and find the Resolution codes list under the SVT icons.

Summary

This Job Aid covers:

Log in to Router

WiFi Setting Tab

This Job Aid supports the retail and fulfillment technician audience.

Log in to Router

1. Plug the gateway into the customer’s computer via the Ethernet cable. This is the best configuration for making changes.
2. Find the password sticker on the side or bottom of the Viasat WiFi gateway.
3. Find the Admin Password

Note: This password is used when configuring the gateway.

1. In the browser, type 192.168.100.1 as the URL

1. Ask the customer to enter the username and password of:

• Username =admin
• Password = Admin password from the gateway’s sticker

WiFi Setting Tab

Click the WiFi Setting tab at the top of the page.

Wifi Network

Use the information to make any desired customizations under the topic Wifi Networks.

Network Name SSID (Service Set Identifier)

Enter a name for the wireless network

Security Mode – Select the security option for the wireless network.

• WPA2/WPA (Wi-Fi Protected Access) Mixed Mode – Strongest security mode
• WPA2 Personal – Stronger security mode
• WPA Person – Strong security mode
• WEP (Wired Equivalent Privacy) – Basic security mode

1. Select Encryption
2. Type a password (passphrase) to auto generate WEP keys
3. Click Generate
4. Enter a Key
5. Disable – no security for the router. Not recommended

Password

Change the password to the wireless network here

SSID Broadcast

When wireless devices survey the local area for wireless networks, they will detect the SSID (wireless network name) broadcast by the router. To broadcast the Router’s SSID keep the default public. To hide the network name click Private

Advanced Settings

Use the information to make any desired customizations under the topic Advanced Settings.

Network Mode – Select the wireless standards your network will support (2.4GHz or 5GHz).

5GHz has a shorter range compared with 2.4GHz

The 2.4GHz frequency is way more crowded than 5GHz, devices on 2.4GHz suffer much more interference than the ones on 5GHz

Fewer devices are capable of using the 5GHz channel than the 2.4GHz channel.

Channel Width – Select the radio channel width for your Wireless – N devices.

1. Channel – Select the radio channel that the router will use – most commonly kept at ‘Auto’

Wireless User Filter

Use the information to make any desired customizations under the topic Wireless User Filter

Enabled/Disabled – To filter wireless users by the MAC addresses of their devices, select Enabled.

Prevent PCs listed below from accessing the wireless network – Device’s MAC address listed in the filter list will not have access to the wireless network.

Permit PCs listed below to access the wireless network – Devices MAC address listed in the filter will have access to the wireless network.

Click Filter User List – Up to 32 MACs can be entered in the Wireless Client List.

Wireless Association

Use the information to make any desired customizations under the topic Wireless Association

MAC Address– The client Media Access Control address.

RSSI (Received Signal Strength Indication) – A measurement of the power present in a received radio signal.

In Network (Seconds) – The time the wireless is on.

TX Rate (kbps) – The rate at which the device is transmitting packets.

RX Rate (kbps) – The rate at which the device is receiving packets.

Look below for solutions to our most frequent questions.

If you do not find help here, please send an email to Viasat Discover Administrator.

You can find FSM support articles under the FSM (Field Service Management) tab.

The Retailer Job aids Page is currently under construction.

More information is coming soon!

This Job Aid covers:

Requesting FSM access

This Job Aid supports the technician, FPM and QC audiences.

What is this form used for?

Field Service Management (FSM) is an order management system used by both ViaSat Retail and Fulfillment Partners. This Registration Form is used by the Retail Dealer and the Retail Installer to gain FSM access for Retail Order tracking and Retail Service call completion. This form is completed after Retail Dealer and their Installers complete the FSM system training.

Navigate to the request access for U.S. Self-Installing (SI) / Sales Only (SO) dealers’ web page – https://www.exede.com/FSM/

Please note that every person in the Dealership will have a unique FSM account, so every person needing access to FSM needs to complete this form.

Example: A Dealership has the owner, one sales agent, one order scheduler/dispatcher, and three Installers. Each of the six people in the Dealership will need to complete this form.

For questions about completing this form contact the Partner Support team at 888-278-6829.

After completing the form it can take up to 48 hours for the new FSM account to be created. For questions about your FSM account email fsmadministrator@viasat.com.

If you have questions about adding installers to a Home Service Provider (HSP) network, please contact the HSP for the necessary forms; DO NOT USE THIS FORM to add Installers to a HSP installation network.

How you plan on using FSM

• Select “National Retail User if you are a National Retail Self-Installing Dealer, needing access to your work orders under your National Retail account
• Select “Dispatcher” if you are a Self-Installing Dealer and perform the following Dealership job functions: owner*, Sales agent, order Scheduler/Dispatcher
  * Note: A Dealership owner who is also an installer will have two accounts in FSM – one for the Dealer Role and one for the Installer Role; therefore two separate forms must be completed.
• Select “Installer” if you are an Installer working in the Self-Installing Dealership
• Select “Sales Only User” ” if you are a Sales Only Dealer and preform the following Dealership job functions: owner, Sales agent

Selecting the dropdown below “Dealer Type” will populate the applicable/available roles:

SI users will have the Dispatcher or Installer User Role options

Selecting “Installer” will populate the following additional fields located below Employment Type:

Select the appropriate choice: contractor or employee and enter your Technician Installer ID.

If you haven’t already memorized your 8 digit Technician Installer ID, please login to Viasat Discover – https://bbs.viasatdiscover.com/learn.

After you’ve successfully logged in your ID is on the homepage shown under My Profile

The remainder of the fields apply to both roles, Dispatcher or Installer:

After filling out required fields, click Submit.

After clicking Submit, any missing fields will result with the message shown above.

A request will be sent to FSMAdministrator@viasat.com to validate –

If information on the form is not accurate, a denial email will be sent with details as to reason for denial.

Denials can be due to

• invalid installer ID
• invalid name
• invalid dealer ID
• invalid dealership name

Example below:

Upon approval, FSM admin will send the credentials to the primary contact for the requested SI Office.

The office can then distribute the credentials to the appropriate users. This is used to prevent users from requesting access to office they want.

Dispatcher/technician approval example:

Important change to QOI requirements

Hello,

In our ongoing efforts to improve system performance and
improve overall customer experience, we are updating our cable threshold values
for all VS2 systems going forward.

Starting on June 1^st, the QOI Equipment (Cable & ODU) threshold
will be a maximum of 5 Ohms (a decrease from the current threshold of 10 Ohms).
During the provisioning process, if the cable resistance is greater than 5
Ohms, the page will indicate that the Equipment (Cable & ODU) failed and
will give the following reasons:

• Verify all cable is approved cable and installed
  correctly
• Verify the total cable length is less than 150’
  (45 meters)
• Verify approved connectors/grounding block are
  installed correctly

When attempting to close a VS2 service call work order, if
the Equipment (Cable & ODU) threshold is equal to or less than 5 Ohms the
work order will automatically close without needing to perform additional
troubleshooting steps. If it is above 5 Ohms, you will need to continue to
troubleshoot and fix the cabling before you can close the work order.

You can review the following job aids to refresh your
knowledge of the cabling process and approved materials:

• https://eguide.field.viasat.com/repair-tests/coax-cable-test/
• https://eguide.field.viasat.com/antenna-cabling-job-aid/
• https://eguide.field.viasat.com/viasat-approved-materials-list/

Should you have any questions, please ask your Retailer or
Distributor.

Quality Control Program Update

Hello,

We want to inform all fulfillment technicians that FSTechSupport (FSTS) is no longer supported. However, you can still upload your photos in the FSM mobile app while on site in order to remain compliant.

Quality Control requirements have not changed. Viasat has always mandated photos for every work order completed and the photo requirements can be found here on the eGuide.

The following instructions can be found on the FSM page of the eGuide:

• Logging into FSM (desktop)
• Setting up and logging into the FSM mobile app
• How to add attachments in FSM (desktop)
• How to upload photos in the FSM mobile app

We are currently developing the capability to upload photos in the Viasat Tech Tools (VTT) app. Please keep an eye out for future updates.

Signature Requirement on Viasat 360 Sales

Starting on October 31, 2024, there is an update to the Viasat360 sales process. When adding a V360 product to a customer’s account while on site, the customer will be required to sign for the purchase before it can be completed.

Once you add a product to the cart, continue to checkout as usual. The customer will then need to click the checkbox to agree to the terms and conditions.

The next screen will show the new signature field. This must be filled out by the customer before the order can be confirmed. DO NOT sign for the customer.

Once the order is confirmed, you will see a “Order Complete” screen. Click Finish to leave the order page.

Test page archive