Modem Is Offline?!

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  • Problem
  • Updated 2 years ago
  • Acknowledged
I am currently typing with the Exede Internet Connection. But earlier there was at least two times or perhaps three times that the modem went off line. I have never powered on the modem before. I must not have paid attention to it when the Installer plugged it in. So here is an extra question:

I noticed the modem with the top light solid blue, and the two bottom lights off entirely. the middle light blinking slowly so I unplugged the modem and plugged it in. I will get to that in a minute.

But then It still had the same blinking light. I waited a while, at least over one minute, Later, the next light that was off turned on and started blinking. And then the final light turned on and started blinking. And then they stopped with this unusual blinking and began behaving normally after that.

The modem crashed yet again. 

So is this some type of restriction when people end up on Throttling Mode, or "Liberty Pass"?? I have no problem at all with very slow speeds, but you are going to disconnect my modem as well?!

Also, The modem is surprisingly very hot when I touched it. It is in the middle of the night!! And I have freezing Air Conditioning!! The modem has TONS of vents on each side of it!! So why would it be hot?! Do I really need to put a fan next to it?!
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In_Correct

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Posted 2 years ago

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Old Labs (VS1-329)

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After powering on or after a signal loss the Surfbeam 2's lights give an indication of the states the modem goes through in order to go online - these include syncing, ranging, network entry and DHCP (ip address acquisition). For me it typically takes upwards of two minutes (unless loss of signal is due to a passing storm - the sequence repeats until it finally goes online and is normal during power up or after signal loss.

Go to http://192.168.100.1/?page=modemStatus while it's powering on and acquiring signal and it will tell what the current state(s) are - there even a downloading software indication that appears when the modem's firmware is updating.

One other indicator worthy of note is when all 4 lights flash simultaneously in unison as if beckoning you to a blue light special. This is an indicator of a non-specific modem fault. In some cases it's corrected by manually powering down and back up while in other cases it's an indication that a cleanup in aisle 4 is needed with a service call.

Hot is a relative term. In my case I'd describe it as noticeably warm to the touch. However, there are some unconfirmed reports that the newer Exede WIFI modem is prone towards over heating and a small fan is said to help. Most electronics are protected from over heating and will typically power down when a certain threshold is detected and won't even power on until it cools back down - I really don;t know the Surfbeam 2's behavior having never experienced it.                

P.S. Signal loss can occur on either your end or Exede's end. The latter includes down time at the Gateway or core node.    
(Edited)
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Markgc, Champion

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My modem runs hot so I put it up on 2 blocks of wood so that I could get a better air flow through the ventilation holes in the bottom of the case.
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Charles Crocker

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Yes it gets pretty warm which for me says it is pulling a fair amount of current which prompted me to simply unplug it each night or when I was no longer going to use it that day. This saves some wasted dollars over time, lets the unit chill..why run needlessly... and it has had no adverse effect on anything functionally. I leave it on overnight at the end of a billing cycle so that my data gets a hit to reset but even if I don't it corrects itself the next day.
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Brian, Champion

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In the last few weeks I've been experiencing the ups and downs of the modem. I resort to recycling. Sometimes I have to recycle two or three times. Sometimes I give up for the day.
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Markgc, Champion

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I turn mine off when I am done for the day and my data resets at the end of the month without any issues.
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Steve Frederick, Champion

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My modem runs what I consider to be warm, like most electronic devices, but  not what I consider hot. I have the Surfbeam 2 modem, and it is powered by a battery backup system, or UPS, which filters the incoming AC power and controls the voltage level at 120 volts. My modem is on 24/7/365 and I have not had any problems with modem resetting except due to weather conditions or when Exede does necessary maintenance or firmware & software updates.
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HMC1940

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I aso have Surfbeam 2 modem. My also runs what I consider warm not hot. I don't unplug my modem. I have it plugged into a power strip. Rarely have any trouble with it. Except like Steve says bad weather.
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Mark

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I purchased an icebag and gently lay it over the modem, check bag occasionally for leaks
(Edited)
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Matt F, Viasat Official Rep

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Hi Mark,

I assume you're kidding, but in case you're not: You should not do this. Water will ruin the equipment, and blocking the vents can cause the unit to overheat. 

And just so everyone knows: As long as they're set up properly and given enough room to "breathe" as described in the documentation, none of our modems should require you to do anything extra to keep them cool. If it's extremely hot in your home, you might want to shoot us an email to make sure you're still within the safe range. The Exede WiFi Modem should be OK up to 100 degrees or so, but I'm not sure about the SB2.   
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Steve Frederick, Champion

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Mark, that sounds like you are just asking for trouble. I hope that you posted that as a joke. By placing the ice bag over your modem, you are blocking the cooling vents in the  modem, thereby trapping the heat generated by the components in the box. This will most definitely shorten the life of the components and result in a major modem failure. Then there is the chance that the bag will leak and water and electronics do not get along at all. 

If you feel that your modem is running too hot, then making sure there is sufficient space around it, being in open air, and then maybe a small fan could be used to promote airflow through the modem vents.
(Edited)
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Diana, Viasat Employee

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Hi Mark,  an Ice bag is not a good idea to put over the modem.   Steve has a good idea with the fan and not to use an ice bag. Please send an email to exedelistens@viasat.com and we'll check it out for you.
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James E Besser

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modems are not cheap  water gets in the modem  you just payed for it
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Mark

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Yeah it is just a joke but did install a mini air conditioner on the modem, I also pat my head and rub my stomach at the same time. Oh the fun things we do to enjoy internet in the country.
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Justin

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This is interesting, my modem is also doing the same thing.  over the past couple of weeks i've had to reset it every day, and finally it quit syncing at all so i am going to schedule a tech to come out.

Hey Mark, if you move all your change to your right pocket, and hold your left foot off the ground you forget all about your internet service!  
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Brian, Champion

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Haven't tried that. Does it matter how much change? I mean, a little change is OK. But a lot of change, especially in a short time is very disconcerting.
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Justin

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Currently i have all the change my pocket will hold, see i have no internet service so I've found this occupies my mind!
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Brian, Champion

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Sometimes my mind gives me people to talk to. I find that very distracting. But they're interesting, except for the very angry ones, and I forget about my Internet problems!