Modem is in scanning mode all the time.

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  • Problem
  • Updated 6 months ago
  • Solved
About two weeks ago my modem would enter the loop of scanning then connect. Sometimes it would fix itself, others, i would reset and it would work fine. Now its scanning all the time with no internet service. I called in and was told it was due to an outage. I said my problems have been going on for sometime. Said it should come back in an hour. Well it hasn't. I doubt the "outage" has anything to do with my problems. But i will play along in hopes of a resolution..

Now on hold again with customer service.
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Joe Riels

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Posted 7 months ago

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Jab

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Unplug modem for say 1 minute, then power up
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jesus chavez

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If this keeps on going on I'm going to change services cause I'm tired of this happening. I have reset the router I have unplugged it, I have also checked to see all the wires were plugged in Ando none of that is the problem.
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Jab

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WiFi modem?
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Matt B, Viasat Employee

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Jesus,  please send us an email with the details of your issue.  We'll be happy to look into it for you.
ViasatListens@viasat.com
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DavidBrowserGuy, Browser Expert

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Joe - Was your issue resolved?  Jesus, was yours?  
If you are having ongoing issues, please send an email to browser@viasat.com, and include the phone number that is associated with your account.
Thanks!
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Joe Riels

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Thanks for following up. My modem was still scanning when i spoke to the second customer care rep. He then told me there was a problem with my modem and would need a service call. Said it would be $95 or i could sign up for the $5.95 plan and the callout would be free. I signed up and told him to set up the appointment. 

I unplugged my modem and tried it again this morning. It finally connected. Everything seems to be fine, but my general information on the modem status page is not updating. It says inactive on the ODU Telemetry Status section. I've had service all day. Guess i will wait for the tech to call and discuss with him.
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Jab

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RE: " modem status page is not updating."

Can you do a screen shot, and post like this?
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Joe Riels

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Jab

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RE: " general information on the modem status page is not updating"

I've seen that red exclamation point on the TRIA section, and that page could not be accessed.  But, everything worked fine.  Others have seen this also.

I'll assume a SB2 modem (non WiFi) is being used.

Unplug power cord next time it goes goofy for say 1 hour, then reconnect power.

Are Ethernet Stats updating?
(Edited)
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J&J

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Unplug the modem from it's power source.
Disconnect the coax from the modem, and put it back.
Disconnect the coax from the TRIA, and put it back.
Plug the power back into the modem.
Wait 30 seconds and try 192.168.100.1 again.
It may be still in the sync mode, wait for it to complete and see if anything improved.
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Joe Riels

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Thanks. Will give it a try as soon as I get home.....

And still waiting on a tech to call....

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Joe Riels

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Got home and modem is scanning again. Unplugged power and coax. Gave it 30 minutes and reconnected coax (modem and TRIA) and powered on.

Still in scanning.

I will say this, the modem seemed hotter than normal. Not sure i have noticed this before. Maybe it heats up when scanning....

Still waiting on tech to call....
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Joe Riels

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Still waiting on tech to schedule a site visit. I left the modem unplugged for a day and just tried it again. Still scanning......

So I see this thread has been marked "SOLVED".

Seriously??????


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Diana, Viasat Employee

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Hello Joe  Plese send an email to viasatlistens@viasat.com with your account and contact information. Where is your modem located? You can also call Customer Care and ask for technical support at 855.463.9333.  Diana
(Edited)
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Joe Riels

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Thanks for the help. I was given a phone number via customer care to reach to a tech to troubleshoot. I glad to see it was the same folks who installed the system many years ago. I was very impressed with their work and looking forward to working with them again. I will keep everybody updated.....

Thanks again...

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Joe Riels

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Woot!!!
Problem solved. Bad connector at the TRIA. Tech was very professional and helpful. I’m now back up and running. Thanks for the help!

Officially solved!
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J&J

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Coax problems are always my first suspicion.
 
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VeteranSatUser, Champion

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Agreed. That and grounding.