SB2+ Heat Problems

  • 1
  • Problem
  • Updated 2 years ago
  • Acknowledged
SB2+ will drop connection at first maybe 1 or 2 times a week. After a while it will not go back on line once it drops off. I asked about it under SB2 heat problems which they say is answered but was not. The only thing close to an answer was filtered off( I printed it  'cause I knew it would be purged from the system). It said it was a problem of which ViaSat is aware. I tried to get this across discretely but no one decided to oblige. I don't know what is going on here, but in my opinion, it's not in the customer's best interests. If you run into something like this, the quick fix is to cool the unit with a fan the first time it drops out. Doesn't need to be a lot air just some air movement. I use a fan that runs off a usb port, small and not a whole lot of airflow but does the job. Convection does not.
Photo of Grumpyoldman

Grumpyoldman

  • 234 Posts
  • 88 Reply Likes
  • upset

Posted 2 years ago

  • 1
Photo of Matt F

Matt F, Viasat Official Rep

  • 114 Posts
  • 30 Reply Likes
Hi Grumpy,

Let's be clear: Your modem should not be running so hot as to cause malfunctions, and no external fan is required to cool it. The included coaxial "pigtail" connector should make doubly sure of this, so please be sure it's properly installed. We also recommend that the modem be kept out in the open (not in a cabinet, closet or enclosed shelf) to allow for proper ventilation.

If you've tried all of that and are still having issues, it is of course possible that there's something wrong with your unit. I'd recommend you contact us directly via exedelistens@viasat.com and we'll be happy to help troubleshoot or replace it if needed.

Thanks,
Exede Matt
Photo of Grumpyoldman

Grumpyoldman

  • 234 Posts
  • 88 Reply Likes
Yes, let's be crystal clear: I'm tired of emailing, the unit get's hot and drops service. It is sitting in the wide open.I have done all that I can do. I've made sure the power is good and there are no nicks in the cable inside. I have also made sure there are no loose connectors. The heat is localized in the rear and the air is luke warm not hot coming out the top so the convection is not cooling the unit properly. Running anything even at 35C will shorten it's lifespan. With the fan, the whole case is room temperature. So tell me which one has the best chance of lasting the longer? 
Photo of Brad

Brad, Viasat Employee

  • 3047 Posts
  • 1069 Reply Likes
We suggest the email because it gets you in touch with us from the forum directly instead of calling in and it lets you mostly avoid having to go over your issue with our front line agents. For some it's a quicker and less irritating way to contact us. Like Matt said, if it's getting proper ventilation and connection, there could be another issue.  Either case though we'd want to check to make sure everything looks OK on our end and help in whatever way we can (troubleshooting, sending a tech, whatever is required) and with the openness of this forum we wouldn't want your information out in the open while we help you out hence the often requested request to email us we do have our support number at 855-463-9333 but you may find the email to be a better route to take. Everything to do with helping you securely and nothing to do with dismissing the issue. 
Photo of Grumpyoldman

Grumpyoldman

  • 234 Posts
  • 88 Reply Likes
Didn't answer my questions once again. Is this known problem? And does a cooler unit have a better chance of a longer lifespan?