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Inmarsat - RBGAN - Support
The purpose of this page is to identify problems that are encountered by the RBGAN customer and to offer solutions to these issues, where possible.
RBGAN will not switch on when pressing the power button
When installing the RBGAN software, windows comes up with message 'install Service Pack 2'
I have installed the software correctly but cannot activate the Launch Control Pad functionality
RBGAN not acquiring GPS
Sim pin code is not correct
Sim Code has been blocked
The Control Pad appears to "lock up" after it has been successfully launched
The Signal Strength meter on the pointing screen does not change when moving the antenna
The Signal Strength meter is very low and/or fluctuating rapidly while in pointing mode
While in status window, the UT is stuck in Acquiring Network
Why can't the Satellite IP Modem access the Internet even though I can successfully activate the Control Pad?
How can I use the Satellite IP Modem with a Mac?
I would like to use the Bluetooth interface. Are there any Bluetooth cards that are recommended for use with the Satellite IP Modem?
What is the maximum length for both the USB and Ethernet cables
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RBGAN will not switch on when pressing the power button
Possible Causes:
Battery is not fully charged
Solutions:
- Charge the battery
- Insert power plug into a power source e.g. wall socket
- Try using external power only to see if battery is faulty
The battery is not inserted properly
Solutions:
- Remove and reinsert the battery
- Make sure the battery latch is in its furthest right-hand position after the - battery is inserted. Make sure you hear the battery click to lock home
Faulty battery
Solutions:
- Check the battery contacts for any dirt or damage
- Clean contacts if necessary
- If contacts are damaged replace with another battery v
Faulty UT
Solutions:
- If none of the above solutions have solved the problem, then contact your supplier for replacement of the RBGAN unit
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When installing the RBGAN software, windows comes up with message 'install Service Pack 2'
Possible Causes:
Windows (2000 only) requirement
Solutions:
- Install Service Pack 2 or 3 for windows 2000 (downloadable from MicrosoftÍs website: www.microsoft.com). Service Pack 2 or 3 can be obtained by going to the download section and typing Windows 2000 Service Pack
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I have installed the software correctly but cannot activate the Launch Control Pad functionality
Possible Causes:
The correct interface (USB, Bluetooth, Ethernet) was not selected
Solutions:
- Follow the instructions in the Quick Start Wizard to select the correct interface
- If the correct interface was chosen, the PC may not have been able to discover the Satellite IP LAN connection.
More than one LAN connection could be active.
Solutions:
- Make sure you have deactivated any other active LAN connection
- Make sure your windows network settings are set to choose IP Settings automatically
- Restart your PC after you have made the changes as stated above
If the correct interface was chosen then Launch Pad is not working properly.
Solutions:
- Try to manually insert the IP address 192.168.128.100 on the Web browser address line
The USB or Ethernet cables may be damaged
Solutions:
- Replace cables
- Check USB port in your PC is enabled.
- Make sure you have a network card in your PC
Java was not installed properly
Solution:
If using Netscape, enable Java.
If using Internet Explorer, download the latest version of the Java Runtime Environment (JRE) from http://java.sun.com
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RBGAN not acquiring GPS
Possible Causes:
No signal or weak signal
Solutions:
- Make sure you have a clear view of the sky and the UT is not near a tall building or any other tall structure
- Make sure no object is on top of the UT when GPS is in search mode
- Determining GPS position can take up to 5 minutes. Make sure you wait at least 5 minutes
- Make sure you have the latest RBGAN UT software
- Make sure that you are using either the external or internal GPS antenna.This information can be configured in the Advanced Network Settings in the Control Pad
- Power off and on the User Terminal, placed in an area with at least half the sky visible
- GPS antenna faulty and you will need to contact your DP
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Sim pin code is not correct
Possible Causes:
Inputting wrong Sim pin code
Solutions:
- Make sure you are inputting the correct Sim Pin code as provided by your supplier
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Sim Code has been blocked
Possible Causes:
The code may have changed because the wrong code was entered 3 times
Solutions:
- If the SIM PIN is blocked, contact your supplier to obtain the PUK (PIN Unlock Key) code. Enter the PUK when prompted
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The Control Pad appears to "lock up" after it has been successfully launched
Possible Causes:
Java is not enabled on your browser
Solutions:
- Make sure you have a compatible browser (Internet Explorer 5.5 or later, Netscape Communicator 7.0 or later)
- If using Netscape, enable Java
- If using Internet Explorer, download the latest version of the Java Runtime Environment (JRE) from java.sun.com
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The Signal Strength meter on the pointing screen does not change when moving the antenna
Possible Causes:
Java is not enabled on your browser
Solutions:
- If using Netscape, enable Java
- If using Internet Explorer, download the latest version of the Java Runtime Environment (JRE) from java.sun.com
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Rough pointing not completed correctly
Solutions:
- Follow the instructions in the QuickStart Wizard to correctly complete rough pointing
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The Signal Strength meter is very low and/or fluctuating rapidly while in pointing mode
Possible Causes:
No clear view of the satellite. Antenna is not pointing correctly at the satellite
Solutions:
- Follow the instructions in the QuickStart Wizard to correctly point the antenna
- Must have a clear view of the satellite with no objects blocking the antenna
- Strong signal, e.g. 65 and above, is advisable
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While in status window, the UT is stuck in Acquiring Network
Possible Causes:
Signal level is fluctuating and or weak
Solutions:
- Make sure that the signal level is at 50 and above (if it is hovering below 50 then there is an object in front of the antenna. Make sure you have a good clear view of the sky)
- Attempt antenna pointing mode by restarting the User Terminal to ensure signal level is at least 50
Acquiring network takes time
Solutions:
- Please allow time (5-8 minutes) for the UT to acquire the network
- If after several minutes the network is not available, please switch off the UT wait a few seconds and then switch it on again
- Please make sure you have the latest UT software available
- If still unable to connect to the network, please contact your distribution partner
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Why can't the Satellite IP Modem access the Internet even though I can successfully activate the Control Pad?
Possible Causes:
Did not exit antenna pointing mode
Solutions:
- Make sure that you did exit antenna pointing mode by clicking on the 'Exit Pointing' button from the Pointing page
- If you have exited antenna pointing mode and still cannot access the Internet, make sure that the antenna is pointed properly. Turn the Satellite IP Modem off and then back on again, and attempt antenna pointing again to improve the signal strength. You may need to reposition the Satellite IP Modem, verifying that there are no obstructions blocking the satellite signal and that the Modem has a clear view of the sky in the direction of the satellite
The Modem network settings may not be correctly configured
Solutions:
- Refer to the network settings supplied by your Service Provider. If you change the DNS Host settings in the Modem, you must turn the modem off and then on again and reboot your PC
Browser settings incorrect
Solutions:
- For Netscape, go to Advanced Preferences and select 'Direct connection to the Internet'.
- For Microsoft Internet Explorer, select Tools / Internet Options / Connections / LAN Settings and uncheck the box labeled 'Use a proxy server for your LAN'. YOU MAY NEED TO RECHECK THIS BOX UPON RETURNING TO YOUR OTHER INTERNET CONNECTION
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How can I use the Satellite IP Modem with a Mac?
Solution:
- To Download the Mac OS X compatible Launch Pad, please click on the following link:
http://www.hns.com
- You can still use the Satellite IP Modem with your Macintosh computer. After connecting the Satellite IP Modem to your Macintosh, enter the Modem's IP address (192.168.128.100) into your browser address window. This will allow you to view the all of the Control Pad pages, including the Pointing page.
Note: The Satellite IP Modem cannot be upgraded using a Macintosh without the Mac OS X compatible Launch pad.
Currently, Macintosh computers are only supported through the Ethernet Interface
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I would like to use the Bluetooth interface. Are there any Bluetooth cards that are recommended for use with the Satellite IP Modem?
The Satellite IP Modem has been successfully tested with following Bluetooth devices:
IBM Bluetooth PC Card II
TDK Systems Bluetooth PC Card
TDK Systems Bluetooth USB Adapter
Compaq MultiPort Bluetooth Wireless Module for use with Compaq Evo Notebook PCs
Note: The Bluetooth control software on your computer must allow the direct entry of DNS information. Before purchasing a Bluetooth device for use with the Satellite IP Modem, consult your Bluetooth device vendor to confirm that DNS entry is possible with your device.
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What is the maximum length for both the USB and Ethernet cables?
Any off-the-shelf USB cable should meet the USB requirements. The maximum length of the Ethernet cable is 100 meters.
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