Hughes Network HN9000, User Manual

Page 1: ...11717 Exploration Lane Germantown MD 20876 Phone 301 428 5500 Fax 301 428 1868 2830 103 0001 Revision F September 15 2011 7577 HN9000 Satellite Modem User Guide ...

Page 2: ...ness and completenessofthematerialinthisdocument HughesNetworkSystems LLCshallnotbeliable for errors contained herein The information in this document is subject to change without notice Hughes Network Systems LLC makes no warranty of any kind with regard to this material including but not limited to the implied warranties of merchantability and fitness for aparticularpurpose Trademarks Hughes Hug...

Page 3: ... Text links 11 Common features on System Control Center screens 12 Button links 13 System Status button 14 Links in the left panel 15 Small icon on System Control Center screens 15 Status and information screens 15 State codes on status and information screens 16 Red flag indicator 16 System Status page 17 Typical values for System Status parameters 18 Red flags on System Status page 20 Reception ...

Page 4: ... use DHCP 51 Configuring Windows Vista to use DHCP 53 Configuring Windows XP to use DHCP 54 Configuring a Mac computer to use DHCP 56 Configuring a computer for a static IP address 57 Configuring Windows 7 to use a static IP address 58 Configuring Windows Vista to use a static IP address 60 Configuring Windows XP to use a static IP address 61 Configuring a Mac computer to use a static IP address 6...

Page 5: ...Repairs in Canada 72 Appendix D Acronyms used in this guide 73 v HN9000 Satellite Modem User Guide 1037577 0001 Revision F Contents ...

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Page 7: ... potentially hazardous situation which if not avoided will result in death or serious injury WARNING indicates a potentially hazardous situation which if not avoided could result in death or serious injury CAUTION indicates a potentially hazardous situation which if not avoided could result in minor or moderate injury Messages concerning property damage NOTICEis used for messagesconcerningpossible...

Page 8: ...hazard symbols are used in this document they are identified in this section Additional symbols This document uses this symbol to indicate a safety alert message that concerns a potential electric shock hazard HN9000 Satellite Modem User Guide viii 1037577 0001 Revision F ...

Page 9: ...www myhughesnet com 3 Click the HughesNet Customer Care link The HughesNet Customer Care page opens Options 1 2 and 3 below are available on this page 1 Search our Knowledge Base a In the Self help section click Knowledge Base Search b Follow the on screen instructions to find the information you need 2 Email a Customer Care representative a In the Contact Hughes section click Email b Complete the...

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Page 11: ...e connected to a computer or to an Ethernet LAN Operating environment Modem operating position Figure 1 HN9000 satellite modem Computer requirements After your HN9000 satellite modem has been installed you can use a web browser on your computer to access the Internet or an intranet You can use a local area network LAN to extend Internet or intranet connectivity to multiple computers This requires ...

Page 12: ... in Figure 2 Single host configuration on page 2 The Hughes Internet Gateway is a Hughes operated satellite station that provides a connection between the Internet and the satellite The gateway routes data to and from the Internet and to and from the satellite which in turn beams a signal down to the satellite modem to provide Internet connectivity Figure 2 Single host configuration In a multiple ...

Page 13: ... location and to a PC at a second location This configuration requires two antennas one at each location The Hughes Internet Gateway connection is optional and is based upon the network design for the customer private network Typically this type of configuration is used only in enterprise business environments Figure 4 Private network configuration 3 HN9000 Satellite Modem User Guide 1037577 0001 ...

Page 14: ...e ports See Power supply information on page 4 Power supplies and power requirements Power supply information The power supply is included in the satellite modem shipping carton Figure 5 Power supply for the HN9000 satellite modem Always use the power supply provided with the satellite modem The modem s performance may suffer if the wrong power supply is used Connect the power supply to a three wi...

Page 15: ...modem always unplug the AC power cord from the power source power outlet power strip or surge protector Do not remove the DC power cord from the modem s rear panel Doing so could result in an electrical shock or damage the modem When you re apply power to the modem plug the AC power cord into the power source Operating environment Observe the following requirements for the modem s operating enviro...

Page 16: ...er operating system manufacturer and the following networking and browser requirements Networking requirements Ethernet port Ethernet cable provided Ethernet NIC 10 100 Mbps configured as follows Auto negotiate DHCP enabled obtain an IP address automatically Note The computer can be configured to use a static IP address if the HughesNet service plan provides for one or more static IP addresses If ...

Page 17: ... HTTP 1 1 or greater enabled Proxy settings disabled 7 HN9000 Satellite Modem User Guide 1037577 0001 Revision F Chapter 1 Satellite modem overview ...

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Page 19: ...ser on the computer that is connected to the satellite modem Use the System Control System Control Center home page Center to find system information for configuring networks or to check system performance if the satellite modem does not seem to be functioning properly Common features on System Control Center screens System Status page Reception Information page Transmission Information page Termi...

Page 20: ...he System Control Center You can create a Windows shortcut on your computer desktop for easy access to the System Control Center home page Note As part of the installation process the person who installed your satellite modem creates a shortcut to the System Control Center so there should already be a shortcut on your desktop unless it has been deleted 1 Open a web browser Note The method describe...

Page 21: ...ions may not apply to your satellite modem Do not use values shown to configure your modem unless you are specifically instructed to do so Most screens shown in this guide are viewed with a browser such as Internet Explorer However in this guide usually the browser is not shown for example toolbars and outside edges are not shown Also most screen illustrations show only the relevant part of the sc...

Page 22: ...e using the satellite modem For details see Troubleshooting common problems on page 44 Download Allowance Status Opens the Download Allowance Status screen which shows how much remains of the daily download allowance For details see Checking download allowance status on page 36 Help link View Help Topics Opens the Help page which includes a variety of topics such as recommended browser and TCP IP ...

Page 23: ... are visible only after the modem has been commissioned and is operational Figure 10 System Control Center button links Click the button to go to the page identified by the label The destination page for each button link is identified below Table 3 Button links on System Control Center screens Description of destination page Destination Button Displays general status information such as signal str...

Page 24: ...user can browse the Internet as long as on the modem has been activated for broadband service Green Degraded The modem is fully operational but in a degraded mode Performance is slower than normal for any of the following reasons Yellow The modem is in fallback mode One or more TurboPage TTMP connections is not functioning Transmissions beyond a certain threshold number have not been received by t...

Page 25: ...ol Center screens The System Control Center screens include a small icon as indicated by the arrow in Figure 11 Small icon on System Control Center screens on page 15 Figure 11 Small icon on System Control Center screens Do not click this icon unless you are a qualified technician or unless a service provider representative instructs you to You could cause the modem to become inoperable Status and...

Page 26: ... is restarted State codes on status and information screens A state code is a number that indicates the operational state of the satellite modem State codes are displayed with an explanation in words as shown in the following example On the System Control Center status and information screens state codes are shown next to selected parameters as shown in Figure 13 Example of a state code on page 16...

Page 27: ...d flags on Transmission Information page on page 26 In these three sections you can find the probable cause and possible solution for a red flag next to a specific parameter System Status page The System Status page displays important information about the satellite modem s operational status Available system status values may vary depending on how the satellite modem is configured Therefore some ...

Page 28: ...ollowing table lists typical values and the range of values for parameters on the System Status page This information may help you understand the values displayed by your satellite modem To see the definition of any parameter click the parameter name on the screen Table 5 System Status parameters typical values and range Range of values Typical values Parameter Satellite Interface parameter catego...

Page 29: ...al Down The modem is not functional Up Summary Operational State Startup The modem is being commissioned In progress Download in progress All files are up to date All files are up to date Software Download Status In Service Out of Service In Service Desired State Maintenance Unknown Suspended Not Suspended Not Suspended Suspension State Terminal Individually Barred The modem can receive but cannot...

Page 30: ...nd the flagged parameter in this table If a state code is displayed next to the parameter refer to State codes on page 32 to identify the probable cause and possible solution Table 6 Red flags on System Status page Possible solutions Probable cause Flagged parameter See Table 12 State codes on page 32 Various causes are indicated by state codes 26 35 Receive Status or Transmit Status There is a pr...

Page 31: ...he NOCC Barred State Wait to see if the flag goes away If it does not call your service provider Modem has not acquired security keys Security Keys Wait for normal operation to resume The modem has greatly exceeded the FAP threshold and so the modem s data rate is reduced for a period of time FAP Status Wait until the modem re establishes TurboPage TTMP TurboPage is enabled but the TTMP Status is ...

Page 32: ... parameters The following table lists typical values and the range of values for parameters on the Reception Information page This information may help you understand the values displayed by your satellite modem To see the definition of any parameter click the parameter name on the screen Table 7 Reception Information parameters typical values and range Range of values Typical values Parameter Sat...

Page 33: ...e is displayed next to the parameter refer to Table 12 State codes on page 32 identify the probable cause and possible solution Table 8 Red flags on Reception Information page Possible solutions Probable cause Flagged parameter See Table 12 State codes on page 32 Most of these problems must be corrected by a qualified installer Various causes are indicated by state codes 26 35 Receive Status There...

Page 34: ...oreign object is blocking the antenna other professional for example a tree specialist Make sure you are using the correct power supply See Power supply Wrong power supply information on page 4 If none of the solutions listed here corrects the problem contact your service provider Wait for the weather to improve If PTP SNR is flagged and you Average SNR is too low Severe weather condition PTP SNR ...

Page 35: ...e Transmission Information page This information may help you understand the values displayed by your satellite modem To see the definition of any parameter click the parameter name on the screen Table 9 Transmission Information parameters typical values and range Range of values Typical values Parameter Satellite Interface Statistics parameter category Up The modem is transmitting signals to the ...

Page 36: ...the Terminal Status page are shown in a tabular format The first left column identifies the parameter categories Overall Status Shows the major features such as dial backup or acceleration Some listed features may not be included in your service plan Transport Interface Receive Statistics Indicates messages received and decoded by the satellite modem from the satellite Transport Interface Transmit...

Page 37: ... Terminal Status parameters The following table lists typical values and the range of values for parameters on the Terminal Status page This information may help you understand the values displayed by your satellite modem To see the definition of any parameter click the parameter name on the screen Table 10 Terminal Status parameters typical values and range Range of values Typical values Paramete...

Page 38: ...te Print the System Information page and save it Click Print this page next to the printer icon If you experience a problem with your satellite modem this page may not be accessible Information on this screen may be useful to a service provider representative in helping you to resolve the problem If a printer is not available use Alt PrintScreen to capture the screen image then paste the image int...

Page 39: ...is information may help you understand the values displayed by your satellite modem To see the definition of any parameter click the parameter name on the screen Table 11 System Information parameters typical values and range Range of values Typical values Parameter Identification parameter category Not applicable Characters and numbers ST Name Not applicable A number Site ID Not applicable A numb...

Page 40: ...t IPv4 Address Unassigned IPv4 address An IPv4 address LAN Port IPv4 Subnet Mask Unassigned IPv4 address An IPv4 address Last Usable IPv4 IP Address Satellite IP address Satellite IPv4 address IPv4 Default Gateway Not applicable A real number IPv4 Local Address Domain ID Not applicable An IPv4 address Address Translation Within Local Domain Not applicable An IPv4 address Static Address Mapping Wit...

Page 41: ...sabled RIP Mode Not applicable Disabled RIPng Mode Not applicable Disabled ND Router Advertisement Mode Not applicable Disabled ISRP Mode Not applicable Disabled ISRP Redirect Behavior Not applicable Enabled IGMP Receive Not applicable Enabled IGMP Send Mode Not applicable Disabled H 323 Proxy Not applicable Disabled Dialer Proxy Not applicable Enabled TCP Acceleration Not applicable Enabled HTTP ...

Page 42: ...t been installed and installation parameters have not been submitted Waiting for Installation Parameters 2 Transient No action is necessary Antenna pointing is in progress coarse or fine pointing Occurs during modem installation only Coarse Pointing in Progress 3 Transient No action is necessary Occurs during Auto modem replacement only Modem is searching for beacon Acquiring Beacon in Boot 4 Tran...

Page 43: ... in Commissioning 13 Transient No action is necessary Modem is in commissioning phase Probing is in progress Occurs during installation only Probing in Progress 14 Occurs during installation only Modem is in commissioning phase Probing has failed Probing Failure 15 Transient No action is necessary Modem is in commissioning phase Modem is registering with the NOCC Registering ST 16 Occurs during in...

Page 44: ...blem persists call your service provider to verify cabling and pointing Make sure the SAT IN and SAT OUT cable connections are finger Modem is unable to track beacon No Beacon 27 tight If the problem persists call your service provider to verify cabling and pointing Make sure the SAT IN and SAT OUT cable connections are finger Modem is not receiving transmission information packets from satellite ...

Page 45: ...g by the NOCC Possible Barred 32 reasons for barring include interference isolation uplink failure or government order Call your service provider Modem has been put in a suspended state by the NOCC Suspended 33 This occurs if a customer s bill is overdue or if service is terminated Call your service provider Modem has been put in maintenance state by the NOCC Maintenance 34 Call your service provi...

Page 46: ...your daily download allowance and the amount of allowance remaining in bar graph form The example screen shown in Figure 21 Download Allowance Status screen on page 36 indicates that the subscriber has 92 of the daily allowance left to use Figure 21 Download Allowance Status screen The Download Allowance Status screen shows the following Plan Allowance MB How much data you can download daily in me...

Page 47: ...he Connectivity Test page to test the connection between the satellite modem and the satellite Instructions for the test are provided on the screen No special configuration is required Figure 23 Terminal Connectivity Test page For details about this test see Testing connectivity to the satellite on page 45 37 HN9000 Satellite Modem User Guide 1037577 0001 Revision F Chapter 2 System Control Center...

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Page 49: ... LEDs on the front panel and small LEDs on the Ethernet port on the back of the modem The LEDs provide information about the satellite modem s operating status Topics Front panel LEDs LAN port LEDs 39 HN9000 Satellite Modem User Guide 1037577 0001 Revision F ...

Page 50: ...LED is usually on but intermittently turns off briefly Table 13 Front panel LED indications Corrective action Satellite modem status Appearance LED The modem s LAN port is connected to another network device such as your computer On LAN Check network connections LAN cable disconnected or other problem with the LAN configuration requires user intervention Off The modem is able to transmit On Transm...

Page 51: ...tal temperature is within range that Modem temperature is too hot If the modem overheats it turns off When it cools it recovers to operational status On red the modem is positioned vertically and that its vents are not blocked Check power connection Not receiving power Off Bold type indicates LED appearance during normal operation LAN port LEDs Green and orange LEDs on the LAN Ethernet port on the...

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Page 53: ...ion are listed below Testing connectivity to the satellite Hot cable connector For explanation of state codes which appear on various screens see Table 12 State codes on page 32 Checking for viruses and firewall issues For explanation of red flags see Red flag indicator on page 16 Improper settings on the computer connected to the satellite modem can cause problems For instructions on configuring ...

Page 54: ...isplays a Troubleshooting Results page with appropriate suggestions for correcting the problem 3 Follow the instructions on the Troubleshooting Results page 4 If these steps do not correct the problem contact your service provider for assistance Cannot access the System Control Center Follow these steps if you cannot access the System Control Center after installation of the satellite modem 1 If t...

Page 55: ...y Test page to test connectivity between the modem and the satellite This connectivity test sends test messages on a loop from the modem to the satellite and back to the modem as shown in Figure 27 Satellite loopback connectivity test on page 45 If the test succeeds it verifies that the modem can connect to the satellite If you can access the satellite there is no problem with your physical site c...

Page 56: ...messages received is greater than zero but not equal to the number of messages sent you have physical connectivity to the satellite but if this test result persists you may have an access problem Typically the delay time time message is sent until it is received is approximately 1 second The screen shows the minimum average and maximum delay times for the test messages in milliseconds Most importa...

Page 57: ...and receive cable connectors are not adequately tightened However problems could develop later Therefore correct operation of the modem is not an indication that the cables are adequately tightened 5 Reapply power to the modem by plugging the power supply back into the surge protector or AC outlet A suitable surge protector is recommended to protect the satellite modem from possible damage due to ...

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Page 59: ... be converted by a network address translation NAT service to a public IP address that can be used on the Internet Both private and public addresses can be dynamic or static Both the modem and a connected computer can have either type of address dynamic or static The type used depends on requirements a customer might have and their service plan A static IP address or addresses are available only i...

Page 60: ... static IP address to assign to a connecting computer 97 73 73 66 the Last Usable IPv4 Address For instructions on configuring a static IP address on your computer see the applicable section in Configuring a computer for a static IP address on page 57 Find the section that applies to your computer operating system Multiple static IP addresses If a service plan provides more than one static IP addr...

Page 61: ...h an Ethernet cable See Home networking on page 67 for more information Configuring Windows 7 to use DHCP This section explains how to configure your computer to use DHCP if your computer operating system is Microsoft Windows 7 1 From the Windows desktop select Start Control Panel Network and Sharing Center 2 Look for the Local Area Connection link indicated by the arrow in Figure 32 Network and S...

Page 62: ...as shown in Figure 34 Internet Protocol Properties Windows 7 on page 52 Figure 34 Internet Protocol Properties Windows 7 9 Ensure that both the Obtain an IP address automatically and Obtain DNS server address automatically options are selected 10 Click OK 11 Click Close to close the Local Area Connection Properties dialog 12 Click Close to close the Local Area Connection status dialog 13 Confirm t...

Page 63: ...e If a red X appears next to the Local Area Connection icon the network is not installed correctly Check your network configuration and connections You cannot configure your system if the red X is present 2 Right click the Local Area Connection NIC Card icon which represents the satellite modem network connection and select Properties The Local Area Connection NIC Card Properties dialog appears as...

Page 64: ...in R b Type cmd and click OK c Type ipconfig renew and press Enter d Make sure an IP address is shown on the line that starts with IPv4 Address or IPv6 Address Configuring Windows XP to use DHCP This section explains how to configure your computer to use DHCP if your computer operating system is Microsoft Windows XP 1 From the Windows desktop select Start Settings Control Panel 2 Double click the ...

Page 65: ...ties dialog appears as shown in Figure 39 Local Area Connection Properties Windows XP on page 55 Figure 39 Local Area Connection Properties Windows XP 4 Ensure that both Client for Microsoft Networks and Internet Protocol TCP IP are installed and checked as shown 5 If NetBEUI is installed and checked uncheck it or uninstall it 6 Highlight Internet Protocol TCP IP Be careful not to uncheck the chec...

Page 66: ...ress Enter d Make sure an IP address is shown on the line that starts with IP Address Configuring a Mac computer to use DHCP This section explains how to configure your computer to use DHCP if you are using an Apple Mac computer 1 From the Mac interface select System Preferences The System Preferences menu appears 2 Under Internet Network click the Network icon The Network screen appears as shown ...

Page 67: ...f it is desired or necessary for a computer to have a fixed or permanent IP address the computer should be configured for a static IP address For more information about IP addresses see Understanding the modem address and computer address on page 49 To configure the computer to use a static IP address you manually enter the following information IP address You need a valid IP address for the compu...

Page 68: ... Figure 43 Network and Sharing Center Windows 7 on page 58 If you do not see a Local Area Connection link or if a red X appears next to the link the network is not installed correctly Check your network configuration and connections You cannot configure your system if the red X is present Figure 43 Network and Sharing Center Windows 7 3 Click the Local Area Connection link which represents the sat...

Page 69: ...5 Internet Protocol Properties Windows 7 on page 59 Figure 45 Internet Protocol Properties Windows 7 9 On the General tab select Use the following IP address 10 Enter the IP address and subnet mask in the appropriate fields If you do not know what static IP address or range of addresses is available for use see Understanding the modem address and computer address on page 49 11 Select Use the follo...

Page 70: ...d correctly Check your network configuration and connections You cannot configure your system if the red X is present 2 Right click the icon that represents the satellite modem network connection and select Properties The Local Area Connection NIC Card Properties dialog appears as shown in Figure 47 Local Area Connection Properties Windows Vista on page 60 Note Depending on your security settings ...

Page 71: ...addresses 10 Enter 66 82 4 8 in the Preferred DNS server field 11 Click OK 12 Restart the computer Configuring Windows XP to use a static IP address Perform the following procedures to configure a computer running on Windows XP for a static IP address 1 From the Windows desktop select Start Settings Control Panel 2 Double click the Network Connections icon in the Control Panel window A list of net...

Page 72: ...checked in the Local Area Connection properties dialog as shown in Figure 50 Local Area Connection Properties Dialog Windows XP on page 62 Figure 50 Local Area Connection Properties Dialog Windows XP 5 If NetBEUI is installed and checked uncheck it or uninstall it 6 Highlight Internet Protocol TCP IP Be careful not to uncheck the checkbox 7 Click Properties The Internet Protocol Properties dialog ...

Page 73: ...e following DNS server addresses Enter 66 82 4 8 in the Preferred DNS server field 11 Click OK 12 Restart the computer Configuring a Mac computer to use a static IP address Perform the following procedures to configure a Mac system for a static IP address 1 From the Mac interface select System Preferences The System Preferences menu appears 2 Under Internet Network click the Network icon The Netwo...

Page 74: ...mation see Understanding the modem address and computer address on page 49 6 Click Apply Now to close the screen and complete the configuration Configuring proxy settings If your web browser cannot connect to the Internet check the browser s proxy settings If the browser is configured for the computer to use a proxy server to connect to the Internet try changing the setting to not use a proxy serv...

Page 75: ...settings The LAN settings dialog appears Figure 54 LAN settings Internet Explorer 4 Uncheck the check box next to Use a proxy server for your LAN 5 Click OK 6 Close Internet Explorer and re launch it to make sure the changes take effect 65 HN9000 Satellite Modem User Guide 1037577 0001 Revision F Appendix A Computer settings ...

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Page 77: ...h applications by multiple users may result in speed degradation Speed and uninterrupted use of service are not guaranteed Actual speeds may vary If you connect your satellite modem to a LAN you must Install and configure an Ethernet hub router or wireless network base station Install and configure a NIC in each computer to be connected The NICs must be set to auto negotiate Refer to the manufactu...

Page 78: ...ange suits your needs Ethernet wired network basics You can purchase an Ethernet hub cables and NICs at most computer supply stores This equipment is relatively inexpensive and easy to install When selecting an Ethernet hub consider the number of computers you intend to connect to the network and how fast you need or want the data connection to be If the users on your network share large files you...

Page 79: ...he cable using a kit that can be purchased at an electronics computer or home supply store If you feel unsure about installing Ethernet cable contact a professional installer Run Ethernet cables behind walls whenever possible or secure them to floor baseboards and doorway frames Do not use staples to secure Ethernet cable Leave enough slack in the cable to accommodate possible future repair splice...

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Page 81: ...d configuration procedures in the installation guide and user guide This is a class B product In a domestic environment this product may cause radio interference in which case the user may be required to take adequate measures FCC Part 15 This section applies to the HN9000 satellite modem Standards to which Conformity is declared FCC Part 15 The modem complies with Part 15 of the FCC Rules Operati...

Page 82: ...cceptable method of connection In some cases the company s inside wiring associated with a single line individual service may be extended by means of a certified connector assembly telephone extension cord The customer should be aware that compliance with the above conditions may not prevent degradation of service in some situations Repairs in Canada Repairs to certified equipment should be made b...

Page 83: ...erial number ESN European Union EU Fair access policy FAP Federal Communications Commission FCC HyperText Transfer Protocol HTTP Interference Causing Equipment Standard ICES Internet Control Message Protocol ICMP Identifier ID Inter facility link IFL Internet Group Management Protocol IGMP Internet Protocol IP Internet Protocol security IPSec Internet Router Discovery Protocol IRDP Internet servic...

Page 84: ...and circular polarization RHCP Routing Information Protocol RIP Routing Information Protocol next generation RIPng Signal to noise ratio SNR Signal quality factor SQF Secure Sockets Layer security protocol SSL Satellite terminal an alternate name for satellite modem used on some software screens ST Transmission Control Protocol TCP Transmission information packet TIP TCP Transaction Multiplexing P...

Page 85: ... Part 15 71 Firewall 47 Front panel LEDs 40 G Gateway Internet 2 H Heat sources 5 Home networking 67 I Internet Gateway 2 IP address 10 29 44 49 57 available addresses 49 for opening System Control Center 10 modem 49 private IP address 44 49 public IP address 49 static IP address 57 System Information page Addressing section 29 L LAN port 4 41 LEDs 41 LEDs 39 40 41 front panel 40 LAN port 41 purpo...

Page 86: ...ontrol Center 9 10 14 17 21 24 26 28 opening 10 Reception Information page 21 Shortcut for System Control Center 10 System Control Center continued System Information page 28 System Status button colors 14 System Status page 17 Terminal Status page 26 Transmission Information page 24 System Information page 28 System Status button colors 14 System Status page 17 T Terminal Status page 26 Tests and...