Service Activation Completion Job Aid

Transcription

1 Summary Service Activation Completion Job Aid The following information outlines the steps of generic Optimizer installation on the Customer Computer. There is a customized Optimizer for each ViaSat Partner; so there may be slight differences between Partner Optimizers in the area of Desktop Icons and ISP links. Note: Complete Provisioning first before beginning the Service Activation Completion procedures. This Job Aid covers: Optimizer Installation Getting a Public IP Address Customer Internet Access/Browsing Test SVT Analysis for Installation This Job Aid supports all Technician audiences. Optimizer Installation 1. Before attempting Optimizer Installation on the Customer Computer, validate the following steps are completed: e. Modem has Modem Lock and Ethernet connectivity: Solid display on both the Satellite Modem Power and RX LEDs TX LED is flashing at least every 2 seconds Ethernet LED is either solid or flashing f. All Internet Browser Applications are closed 2. Start the Optimizer installation by double-click on the Optimizer graphic Icon located on the Computer Desktop to open the Setup ViaSat Optimizer* wizard. Note: The file name and graphic will vary, based on the associated ViaSat Partner. The example shown is ViaSat retail ViaSat, Inc. Page 1 of 7

2 3. On the Setup ViaSat Optimizer Wizard window, click the Next button to open the Wizard Information window 4. On the Browser Close window click on the Automatic radio button or leave the Manual radio button clicked. The Manual option, which is the default, allows the user to close the Browser windows before continuing. Clicking the Next button with the Manual option chosen, the Optimizer validates that all Browser windows are closed. If there are no open Browser windows the Optimizer installation continues, however, if there are Browser windows open, an error message displays and the Optimizer installation terminates. If the Automatic option is chosen, clicking the Next button will close all open Browser windows and continue the Optimizer installation. Important: For ViaSat Retail an Additional Home Page Setup window will appear before the Information window. 5. On the Wizard Information window, click Next button to start the Optimizer installation. Note: The Information window contains the Readme file content ViaSat, Inc. Page 2 of 7

3 6. After the Installation completes the Completing the ViaSat Optimizer Setup Wizard window appears. Leave the Readme checkbox checked and click on the Finish button. 7. After reviewing the Readme file with the customer, the Optimizer installation is complete. This file lists the changes made to Internet Browser and the computer OS by installing the ViaSat Optimizer. In addition, it describes the optimization settings for currently supported Browsers. Note: The Readme file content will vary depending on the associated ViaSat Partner. Special Note for ViaSat Retail Only: The ViaSat Retail Optimizer will automatically open the computer browser on the Internet and browse to the Customer Account Web Page after the clicking the Finish button. If these automated actions are successful, the Customer Internet Access and Browsing Tests are complete. Getting a Public IP Address The following information reviews the steps to obtain a Public IP Address for the customer computer after Satellite Modem Provisioning and Optimizer completion. 1. Before attempting to get a Public IP address for the Customer Computer, validate the following steps are completed: e. Modem has Modem Lock and Ethernet connectivity: Solid display on both the Satellite Modem Power and RX LEDs TX LED is flashing at least every 2 seconds Ethernet LED is either solid or flashing. Warning: Do not leave the Attenuator Pad(s) in the RX. Doing so will cause the Attenuation Pad to overheat, burn out, or, in some cases, catch on fire ViaSat, Inc. Page 3 of 7

4 (continued) 2. Reboot the Customer Computer to force the computer to request an IP Address from the network: a. Click on the Start button on the Windows toolbar to open the Shut Down Windows window. b. On the Shut Down Windows window, click on the down-arrow button to the right of the What do you want the computer to do field and select Restart from the drop-down menu. After selecting Restart, click on the OK button to start the reboot process. As the computer reboots, it sends a request to the Gateway network for an IP Address. Because Satellite Modem Provisioning is complete, the ViaSat network will provide a Public IP Address. Important: Recall that Private IP Addresses are always in one of the following Private IP Blocks: (10/8 prefix) (172.16/12 prefix) ( /16 prefix) All IP Addresses not in one of the three Private IP Blocks are Public IP Addresses and are globally unique within the Network. Verify the Customer Computer has an address in the following format: x.x.a.a x = a number from that is not in a Private IP Block a = a number form Note: For additional information on Network Addressing see the Satellite Technology Primer Important: If the Technician s Laptop Computer is used for Provisioning, the Technician Computer MAC must be released from the Network DHCP server. The Technician must complete the IPCONFIG /RELEASE command on the Laptop Computer before removing it from the active modem. Failing to release the Technician Computer MAC will make it impossible to use the Laptop Computer for Provisioning other accounts. Customer Internet Access/Browsing Test The following information provides the steps necessary to test the customer computer can access and browse the Internet at the end of an installation. While required for every installation, its process may be different from Partner to Partner. This test is based on the standard repair Customer Access Test, with the addition of a Browsing Test. 1. Before attempting to get test Internet access on the Customer Computer, validate the following steps are completed: ViaSat, Inc. Page 4 of 7

5 e. Modem has Modem Lock and Ethernet connectivity: Solid display on both the Satellite Modem Power and RX LEDs TX LED is flashing at least every 2 seconds Ethernet LED is either solid or flashing. f. The Customer Computer has a Public IP Address 2. To verify that the Customer Computer can access the internet, click on the computer Internet Browser graphic Icon. This Icon is usually located on the computer Desk Top. 3. The Browser will open the appropriate customer home page, dependent on the associated ViaSat Partner 4. To verify that the Customer Computer can browse (surf) the Internet, enter the URL to the Installer Support Portal login page in the Browser Address field: Either press the Enter key or click on the Go Internet Explorer icon to browse to the new page. 5. If the Provisioning QOI pages where available during Provisioning, Provisioning completion is complete 6. If the Provisioning QOI pages were not available during Provisioning, use the SVT Analysis for Installation article to validate the quality of the installation. Warning: Run the Optimizer after completing Satellite Modem Provisioning. SVT Analysis for Installation The following information provides the steps necessary to analyze the Service Quality of an installation using the SVT tab in the Support Portal. This analysis is necessary if the QOI pages were not available during Provisioning. 1. Before attempting to use SVT to analyze the Service Quality of an Installation, validate the following steps are completed: e. Modem has Modem Lock and Ethernet connectivity: f. Solid display on both the Satellite Modem Power and RX LEDs g. TX LED is flashing at least every 2 seconds h. Ethernet LED is either solid or flashing. i. The Customer Computer has a Public IP Address j. The Customer Access/Browsing Test is complete and successful ViaSat, Inc. Page 5 of 7

6 (continued) 2. Click on the computer Internet Browser graphic Icon. This Icon is usually located on the computer Desk Top. Enter the URL to the Installer Support Portal login page in the Browser Address field: Either press the Enter key or click on the Go Internet Explorer icon to browse to the new page. 3. Validate Browser Setup for the Support Portal: a. The portal supports the Internet Explorer browser; version 6.0 and higher. There are known issues with using Netscape, Mozilla and Firefox, therefore using these browsers is not recommended. Before accessing the site, click on Help on the Main Menu bar, then select About Internet Explorer from the drop-down menu, verify the browser version in the About Internet Explorer window, and, then click on the OK button to close the window. If the browser is an older version, obtain an updated version before proceeding. b. On the ViaSat Support Portal login page turn off pop-up blocking. Click on the Popup Blocking Text Icon on the navigation bar. The Popup Blocking Icon will change to the Site Pop ups Allowed Text Icon. c. For the browser to function correctly on the portal the browser options must be set to force the browser to check for new Web page versions every time it accesses a page. In addition, it is important to clear all stored browser History, Files, and Cookies 4. Service Quality verification in SVT is as follows: a. On the Support Portal Login window On the Support Portal Login window type in your Installer ID and your Password, for the associated partner on the work order, then click on the Login button. b. Use the installed Modem MAC Address to locate the customer account through the Home Page Search, click on the SVT tab to view the customer modem status. Verify: Customer Information is correct The LEDs for the Upstream Transmit Power, Downstream Channel Power, and Downstream Signal-to-Noise, and the Upstream Signal-to-Noise fields display green. The Ethernet Interface Status will be green as long as the Customer Computer is connected and powered. The Installation Quality is unavailable the first 5 days after installation. Caution: No installation should be left with Red LEDs displayed in either the Satellite Modem Status (from Modem) or the Satellite Modem Status (from SMTS) ViaSat, Inc. Page 6 of 7

7 column. Important: If one of the four top LEDs displays Red, follow the maintenance process detailed in the Troubleshooting Check sheet on the Poor Performing Modem Matrix. 5. Logout of the Installer Support Portal, and then proceed with the Customer Experience installation completion steps ViaSat, Inc. Page 7 of 7