SB2 heat problems

  • 1
  • Question
  • Updated 3 years ago
  • Answered
SB2 will drop connection and power reset works for a bit then it will not reconnect. The cable end of the unit feels really hot. The next unit I got dropped connection and The case felt too warm. So I put a cooling fan in front of the unit and had no problems afterwards. Called CS and they sent out a tech. The tech was thorough but found nothing wrong. So I now have router #3 and I'm going to run a fan on it. You can't always rule out power problems but all the other equipment on the same circuit seem to be functioning fine. Also my DirecTV has not given me a bit of problems. Has anybody heard of this problem?
Photo of Grumpyoldman

Grumpyoldman

  • 234 Posts
  • 88 Reply Likes
  • can't describe how I feel

Posted 3 years ago

  • 1
Photo of Alex

Alex, Viasat Corporate Communications

  • 671 Posts
  • 296 Reply Likes
Hey Grumpy: The cable connector on the back of the newer SB2 modem (WiFi Modem or SB2+) does run hot, which is why there's an extra dongle that goes on there. Is this your modem and if so do you have that cable extension on there? Also, be sure you have the correct power adapter (not the one from the old modem, if you upgraded).
Photo of Grumpyoldman

Grumpyoldman

  • 234 Posts
  • 88 Reply Likes
Alex could you give a call? I've got something to say that is not for public consumption.
Photo of Grumpyoldman

Grumpyoldman

  • 234 Posts
  • 88 Reply Likes
Dongle is on there. As far as the the correct PS I have no Idea, the Tech installed the SB2+ and I really didn't notice.
(Edited)
Photo of Larry Byars

Larry Byars

  • 41 Posts
  • 16 Reply Likes
need to check the cable to see if it is solid copper not clad
Photo of Grumpyoldman

Grumpyoldman

  • 234 Posts
  • 88 Reply Likes
If you are talking about the center conductor it is solid copper.
Photo of Grumpyoldman

Grumpyoldman

  • 234 Posts
  • 88 Reply Likes
Just so everyone knows I'm still out here. I have put the modem on a ups with surge protection and I have gotten 1 brown-out in 10 days. (I suspect someone took out a telephone poll). However the unit still runs hot so the fan is still on it. 
Photo of Donkey

Donkey

  • 27 Posts
  • 4 Reply Likes
Does it shut off (lose power) or drop connection? Does it still do it with the fan on it? And did the Tech replace the power supply also or test it to see if it meet spec.
Photo of Grumpyoldman

Grumpyoldman

  • 234 Posts
  • 88 Reply Likes
The past 2 would drop the connection at first maybe once a week.At this point I put the fan on #2 no more problems. The first unit kept dropping at a more frequent rate until it would no longer go back on line. As for the power supply I did not see what the tech did. But I can tell you the power supply is fine as far as heat.

   I put the UPS on the modem/router because like you guys I was suspicious of the power supply not getting the proper line voltage and thus causing the power supply to be low which causes the box to draw more current and run hotter. Look when you have to have a dongle on the output  to keep the heat from going to the coax line, there's a design flaw that for, whatever reason, causes the box to run too hot. This box is going to be used primarily in rural areas where the line voltage is gonna' do all kinds of weird stuff so design the modem/router to handle some of it. If Exede wants to test a power supply and send it to me, I will be glad to plug it in and see what happens, but with the UPS, I think I've proven that at least here extra cooling is required.

  When I called customer care about #2 getting hot too, it was just to let them know that they may have a problem with heat that's all. But they decided I needed a service call, what was I gonna' say?....no. Then down the road if I have another problem there's finger pointing. I have the service plan, it's no skin off my back, so yeah..come on by. SO what do they do, replace the replace the SB2+ again! By Einstein's definition of insanity, this is insane! I'm not upset about this problem, after all, I have a simple and inexpensive solution already in place. I'm disappointed with the process. 
(Edited)
Photo of Donkey

Donkey

  • 27 Posts
  • 4 Reply Likes
Copy, and understand oh I understand.
If the fan fixes it then it's the heat I would of done the same thing in fact I have.
It's next to the router and a NAS box with 2 fan's running (router runs hot)
Photo of Bev

Bev, Champion

  • 3072 Posts
  • 1290 Reply Likes
Odd because I have and SB2 a well and it does not overheat. Yes it is warm to the touch but not HOT. Only thing I do is use a can of electronics duster (that's compressed air) on it once a month while I'm doing the same to the inside of my computers.

If the new modem is fine heat wise for a few days, a week, month whatever then starts overheating, my guess would be dust and/or cigarette smoke and, it just needs a bit of TLC with a can of Electronics Duster now and then.
Photo of Grumpyoldman

Grumpyoldman

  • 234 Posts
  • 88 Reply Likes
I think I lost my last comment so I'll summarize, your point is very valid and I will start doing it.(But that fan isn't coming off). 
Photo of Grumpyoldman

Grumpyoldman

  • 234 Posts
  • 88 Reply Likes
Thank God!! I was beginning to think I was just being a grumpy old man! I retired in 2006. This isn't my first rodeo either. My last job was for a contractor that supplied RF equipment to the DOD and the FAA and I have worked for a few companies that make specialty equipment going back to 1983. And like you, I was a tech for 11 years previous (the only way to go). I would have not let this SB+ out of house until this problem was fixed. Where is the hardware rev number? I glanced briefly at the label and I didn't see it but I'm half blind now.
Photo of Bev

Bev, Champion

  • 3072 Posts
  • 1290 Reply Likes
If you type http://192.168.100.1  

into the address bar of your browser, that will open the modem status p[age, click on the modem and a new page will open, it had the hardware version.
Photo of Grumpyoldman

Grumpyoldman

  • 234 Posts
  • 88 Reply Likes
I think I know what the confusion is, Mine is a SB+ boost. Is that what yours is?
Photo of Bev

Bev, Champion

  • 3072 Posts
  • 1290 Reply Likes
Mine is an SB 2, no boost.