Replacing the HN9200 Satellite Modem

Transcription

1 Replacing the HN9200 Satellite Modem Follow these instructions to replace an HN9200 satellite modem. In these instructions, old satellite modem refers to the satellite modem that needs to be replaced and new satellite modem refers to the replacement satellite modem. You have 10 days from the date the new satellite modem is shipped to you to replace the old satellite modem. Hughes Customer Care authorizes and enables the replacement over the satellite network and this authorization expires after 10 days. Please follow the return procedure on page 9. IMPORTANT: If you cannot access your SAN or do not know your PIN, call HughesNet Customer Care, toll free, at Tell the Customer Care representative that you are installing an HN9200 replacement modem and the problem you are having. All codes and names are just examples in this document. Before you begin 1. Look at the packing slip for important codes: Registration code SWAP code Latitude and Longitude 2. You will also need to record your SAN from your computer screen for use during the swap process. If you cannot locate your SAN from previous documentation, follow these steps a. Open the System Control Center on the computer that is connected to the old satellite modem by opening an Internet browser. In the Address field, enter or and press Enter. Document number: Revision A March 2, 2012

2 a. Click on the blue System Info button at the top of the screen. b. Record the SAN from the HN9200 Info section of the System Information screen. - Please print if possible. Recording the PIN You will need to enter your PIN during the swap process. The PIN is the last 4 digits of the home telephone number you provided when you placed your order. Preparing to replace your satellite modem 1. Label the cable that is connected to the satellite modem s SAT. IN connector SAT. IN using a piece of tape. 2. Label the cable that is connected to the satellite modem s SAT. OUT connector SAT. OUT using a piece of tape. 3. Unpack the new satellite modem. Important - Keep the following items: Box and packing material - For use in returning the old satellite modem to Hughes. UPS return label - Pre-paid shipment label to send the old satellite modem back to Hughes Disconnecting the old satellite modem 1. Unplug the power cord from the surge protector. 2. Disconnect the power supply cord from the satellite modem. 3. Disconnect the SAT OUT cable and the SAT IN from the satellite modem. It is important to note the cable locations properly for reconnection to your new modem. 4. Disconnect the LAN cable from the satellite modem. Connecting the new satellite modem 1. Connect the SAT OUT cable to the satellite modem s SAT OUT port. 2. Connect the SAT IN cable to the satellite modem s SAT IN port. 3. Connect the LAN cable to the satellite modem s LAN port and to the computer. 4. Connect the power supply s DC power cord to the terminal s DC IN port. 5. Connect the AC power cord to a suitable surge protector and Revision A 2

3 connect the surge protector to the wall outlet or other power source. 6. The Power light on the front of the satellite modem is solid blue to indicate that the satellite modem is powered up. 7. The LAN light turns solid blue within 30 seconds to indicate that LAN connectivity is detected. 8. The Power light starts blinking. It blinks until the installation process is complete. Commissioning the replacement HN Open the System Control Center on the computer that is connected to the new satellite modem by opening an Internet browser. 2. In address field, enter or and press Enter. 3. The System Control Center screen appears. 4. Click on the Start Registration link. 5. Locate the Registration code from the packing slip. 6. Enter the Registration code from the packing slip into the fields for the Registration ID on the screen. The cursor will move to the next field once the valid number of characters have been input. This code is not case sensitive. ** The code may contain the number zero but not the letter O Revision A 3

4 7. Click the Next button. 8. Two fields must be completed on the Adapter SWAP screen. The VSAT Customer ID (also known as the SAN) and the Swap Authentication code (also known as the SWAP code). 9. In the VSAT Customer ID field, type in the SAN that was copied from the System Control System in the Before you begin section. The SAN is case sensitive. 10. The SWAP code is on the packing slip. This alpha numeric code is case sensitive. The SWAP code may contain the number zero but not the letter O. 11. Once you have filled in the fields, click on the Next button. 12. This confirmation page verifies that the information input was valid. Click on the Next button to begin the registration process Revision A

5 13. Type in the latitude and longitude information that is located on the packing slip as seen in the next image. ***Be sure to check the directional information for both latitude and longitude to make it match the packing slip. 14. Click on the Next button to go to the next screen. 15. The registration process begins and the screen will display various messages regarding the status. 16. Once the authentication is successful, click the Next button to continue Revision A 5

6 17. If the pop-up message appears, click on OK to acknowledge that you understand that you are being redirected to the registration server. 18. The subscriber Agreement page will appear. Please read the agreement while scrolling to the bottom of the page. 19. Click the I Agree button of the Subscriber Agreement at the bottom of the page to continue Revision A

7 20. Enter the SAN and PIN in the appropriate fields. ***The SAN is case sensitive. It may include zeroes, by not the letter O. For more details on where to get the SAN and PIN, go to page 1, Before you begin. 21. Once the fields are completed, click on the continue button. 22. The next screen will display the old satellite modem serial number and the new satellite modem serial number. Please make note of these for your records. 23. Click on the Swap button to proceed. 24. The Registration screen will display. It has a print option. It is recommended that you print this page. Once this is complete, click on Continue Revision A 7

8 25. Wait for the configuration parameters to finish downloading. 26. Click on the Restart button to restart your satellite modem. 27. When the registration is complete, click on the Close button to close all the Registration windows. 28. To complete the replacement installation, confirm that the software files are up to date. a. Type or in the browser URL address bar and press Enter. The System Control Center appears. b. Click the View System Status link. c. The System Status screen appears. d. Look at the Software Download Status line. If the message reads All files are up-to-date, the unit has been downloaded with the most recent version of software. e. If the Software Download Status line indicates that the terminal is waiting or that a download is in progress, it may take anywhere from 5 minutes to an hour to complete the download. In the meantime, you can browse the Internet, even if the files are not yet up to date. When the download completes, the terminal will restart. (All satellite modem lights will turn off and will then light up in the power-on sequence.) Revision A

9 Return the old satellite modem to Hughes To avoid being charged for unreturned equipment, return the old satellite modem to Hughes within 20 days from the date you received the new modem. Please return your old satellite modem, old power supply, and any cables you are not using. 1. Pack the old satellite modem in the packing material and box that the new satellite modem was shipped in. 2. Tightly seal the box with packaging tape. (Use only packaging tape.) 3. Place the UPS return label addressed to Hughes Network Systems on the box so it covers the old label with your address on it. Note: Record your return material authorization (RMA) number. You will need it for any inquiry. Also record the tracking number if you want to track the return shipment to Hughes. The RMA number and tracking number both appear on the UPS return label. Ship the package To ship the equipment, take the box to any staffed UPS location or give the box to any UPS driver. IMPORTANT: Do not take the box to a UPS drop-box. It will not fit. You can find UPS locations online at 1. Enter your address. 2. Select the type of location you want to search for. Staffed UPS locations include those designated as: The UPS Store UPS Customer Center UPS Alliance locations Authorized shipping outlets 3. Click Select to display the locations of the preferred centers on a map Revision A 9

10 If a pickup is required, call UPS at Say, Send a package, and then, Schedule a pickup. Be prepared to give the full UPS tracking number. Track the return package You can track the return shipment online at if you recorded the tracking number. Check return shipment status You can check the status of your return shipment online at You will need your site account number (SAN) or RMA number. The RMA number appears on the return label. Assistance For more information online, go to the Customer Care Page at If you have a question or need assistance, call HughesNet Customer Care, toll-free, at Please read these instructions before you call. If you cannot complete the replacement procedure, it may be that the replacement was not authorized or that the 10-day authorization period has expired. If you call for assistance, tell the Customer Care representative that you are replacing an HN9200 satellite modem and the problem you are having (for example, I cannot open an Internet web page.) Please have the following information ready: RMA number from the letter included in the box with the new satellite modem. Your site account number (SAN) from your HughesNet bill or statement. Serial number of the new satellite modem. Copyright 2012 Hughes Network Systems, LLC All rights reserved. This publication and its contents are proprietary to Hughes Network Systems, LLC. No part of this publication may be reproduced in any form or by any means without the written permission of Hughes Network Systems, LLC, Exploration Lane, Germantown, Maryland Hughes Network Systems, LLC has made every effort to ensure the correctness and completeness of the material in this document. Hughes Network Systems, LLC shall not be liable 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 a particular purpose. Trademarks Hughes, Hughes Network Systems, and HughesNet are trademarks of Hughes Network Systems, LLC. All other trademarks are the property of their respective owners Revision A