SurfBeam 2 Satellite modem failing to download software update, unable to connect, all status LEDs flashing

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  • Updated 2 years ago
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SurfBeam 2 modem flashing all four LEDs. Tried repeatedly to power down and turn on modem to no avail. Accessing the modem status page reveals a software download was started but at 0% on the Modem Status/IFL page. Communication to TRIA is non-existent. Shows Rx power @ 0.0dBm, Rx SNR @ 0.0dB, ODU Telemetry status inactive, Cable resistance N/A Ohms, Cable Attenuation N/A dB. Could the interrupted software (firmware) download cause this issue?
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Jonathan

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Posted 2 years ago

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Old Labs

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Contact customer service at 855-463-9333 (see http://www.exede.com/customer-support/ for hours). Alternately, send an email to exedelistens@viasat.com including your account and contact information. Both methods will allow remote diagnosis of your modem, possible correction and/or warrant a service call.               
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Diana, Viasat Employee

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Hi Jonathan,  Please send your account and contact information to exdelistnes@viasant.com or 855-463-9333 as Old Labs suggested. Please let me know if you have already contacted customer service.  If not, we will troubleshoot and figure out what is happening with your modem once we receive your information.   Thanks so much!
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Jonathan

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Thanks for your responses. Today the modem isn't flashing all four status LEDs and it is scanning for the satellite. Winter storm Cara is most likely to be at blame, and I'm waiting for the system to pass. I did reach customer service and they reported a "weather outtage for my beam" in the area where I live. I'm just going to wait and see and hoping the clouds clear up and for the dish to dry out as it is soaked and the TRIA appears to have condensation inside the waveguide window. Thanks again for your replies.
(Edited)
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HMC1940

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Jonathan I had that trouble with Tria having water in it where that little window that faces the dish had condesation and internet was not working. They had to come out and put new Tria on and they checked everything else out. I did have to pay a $95.00 service charge but that was all and the guys that I got were so good. Did a great job checking everything.
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Jonathan

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Problem solved and I'm connected to the internet. I noticed the coax cable was loose too and had dust/dirt inside the connector. I cleaned it out with some professional contact cleaner (RID-OX/Techspray(tm)) and dried it out and secured the cable. Now I have good numbers: Rx Power: -40.8 dBm, Rx SNR: 8.1dB, Cable Resistance: 1.0 Ohms, Cable Attenuation: 8.7 dB. I am a happy camper once again!
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Jonathan

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Tx IF Power: -31.0 dBm, Tx RF Power: 30.3 dBm, Temperature: 30 *C
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Jonathan

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I know once this storm system passes my numbers should be better.
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Old Labs

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Yep, those are all good looking numbers and yes checking/cleaning/tightening connections is one of the things I forgot to mention as one of the DIY actions that can be taken. Just the same I'd keep an eye on the condensation HMC mentions if you have easy access to it - HMC get off the roof ;).  
(Edited)
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Diana, Viasat Employee

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Hi Jonathan, Thank you for letting us know your internet is up and running now. When the storm passes your should be up and running just fine. If not, please contact us at exedelistens@viasat.com. Have a great evening and I hope you don't get snowed in!
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Jonathan

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Thank you, Diana, have a great evening as well! The storm isn't expected to bring snow here where I live, just a lot of heavy cold rain here (8.5" so far). But for the most part it has ended.