Modem turns off when coaxial cable is connected

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  • Updated 3 weeks ago
Very odd issue.  The modem was working fine for years, and then just suddenly, I powered cycled the modem to move it.  Plugged it back into my UPS and now it won't stay on.  

It's not the power because i have the modem plugged in to power and it gives me the white light and searching.

As soon as i plug in the coaxial cable it shuts off (kinda) it goes dark, then tries to come back on every 4 second, it will briefly flash white then go dark and does this every 4 seconds.

Very odd issue, I went out to check the wiring and it appears to be intact and fine.  I have a feeling the modem went out, and thoughts?  I have an emergency service call out, but since we have phone setup with this and we also have easycare package, I was hoping to get a service done same day.  But they said 72 hours? 

My cell connection is really bad, we get 1 bar out here on LTE, so most of the time it goes to 3g, which drops calls all the time.  

Thanks 
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mystblade

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Posted 3 weeks ago

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Dio Brando

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You need a service call. Almost 99% positive the TRIA (silver part on your dish) is shorted out, or a bad fitting somewhere in the system is shorted.
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Matt B, Viasat Employee

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mystblade,

Only when plugging in the coax does the modem do this?  Have you verified that it's not the UPS?  Just bypass it and see if you get the same results. Knowing this ahead of time will help the tech coming out.

When you moved the modem, did you add to or shorten the existing coax?  If you did, check the connections to make sure the outer braid isn't touching the center conductor.  Also check the existing connections for corrosion.  Heck, check the ground, too!
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mystblade

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Yes I tried 3 different outlets on different circuits.  And no I moved the cable modem because I installed a rack mount network box for all my network equipment, the cable is the same that was installed previously.

I checked the ground at the junction box and the ground on the dish, they look secure but i guess that does not mean they are grounded properly.  I think DIO might be right either the dish or modem is shorted, and that I can power on the modem without the cable plugged in, makes me think its the dish.  

We been having some really weird wet dense low fog for the past couple of days.  
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mystblade

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That's what I figured, only because it sparks when you plug it in the coaxial part.  I looked at the 2 grounds for the fiber one on the dish and the other one at the junction box, seemed to be in place securely.

They just called back and said it might be next week to get out here........
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Dio Brando

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hopefully i dont get any s*** for this but if you can reach your dish and disconnect the coax cable going to the TRIA, then plug the cable back into the modem and see if it stays on.

its how i troubleshoot sometimes.
(Edited)
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Matt B, Viasat Employee

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This isn't recommended by us, as the customer agreement states that only a Viasat certified tech should troubleshoot the equipment in this manner. 


But it would be helpful in determining that there's a cable issue.  

As for getting crap from us...




Don't make Cap sad
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Dio Brando

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could even be water in the dish unit. seen it a million times
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Bob Lexus

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Dead short
Time for a service call