Consumer OASIS User Guide - (Hughes Appstore

Consumer OASIS

User Guide

1040630-0001 Revision F.07 April 1, 2020

2 Introduction 1040630-0001 Revision F.07

Copyright © 2015–2017, 2019–2020 Hughes Network Systems, LLC

Allrightsreserved.ThispublicationanditscontentsareproprietarytoHughesNetworkSystems,LLC.No part of this publicationmay be reproduced in any formor by anymeanswithout thewritten permission of Hughes Network Systems, LLC, 11717 Exploration Lane, Germantown,Maryland20876.

HughesNetworkSystems,LLChasmadeeveryefforttoensurethecorrectnessandcompletenessof thematerial in this document. Hughes Network Systems, LLC shall not be liable for errorscontainedherein.Theinformationinthisdocumentissubjecttochangewithoutnotice.HughesNetworkSystems,LLCmakesnowarrantyofanykindwithregardtothismaterial,including,butnotlimitedto,theimpliedwarrantiesofmerchantabilityandfitnessforaparticularpurpose.

Trademarks

HUGHES, HughesNet, HughesON, IPoS, SPACEWAY, and JUPITER are trademarks of HughesNetworkSystems,LLC.Allothertrademarksarethepropertyoftheirrespectiveowners.

Contents 1040630-0001 Revision F.07 3

Contents

Chapter 1 ................................................................................................................................... 5Introduction .............................................................................................................................. 5

Scopeandaudience...............................................................................................................................5Overview................................................................................................................................................5InstallingOASIS......................................................................................................................................5LaunchingandloggingintoOASISdaily.................................................................................................5

OASIShomepage.............................................................................................................................7Beginninganinstall..............................................................................................................................10Stepprogression..................................................................................................................................10Backingupattachments......................................................................................................................12Troubleshooting...................................................................................................................................13

Chapter 2 ................................................................................................................................. 15Site arrival ............................................................................................................................... 15

Introducingyourselftothecustomer..................................................................................................15Performinganindoorsitesurvey........................................................................................................16Performinganoutdoorsitesurvey......................................................................................................17GPSandArrivalsteps...........................................................................................................................17SatInfostep.........................................................................................................................................19LOSstep...............................................................................................................................................20PreSignstep.........................................................................................................................................22BeforePhotosstep..............................................................................................................................24SBCstep...............................................................................................................................................25BOMstep.............................................................................................................................................26Gaugestep...........................................................................................................................................29SatInstallstep......................................................................................................................................31

Chapter 3 ................................................................................................................................. 35Pointing the antenna ............................................................................................................... 35

Antennainstallation.............................................................................................................................35Pointingstep........................................................................................................................................35

Chapter 4 ................................................................................................................................. 39Registering and activating the modem ................................................................................... 39

Registerstep........................................................................................................................................39IV/OVTstep..........................................................................................................................................40Activatestep........................................................................................................................................45

Chapter 5 ................................................................................................................................. 47Taking photos .......................................................................................................................... 47

AfterPhotosstep.................................................................................................................................47

Chapter 6 ................................................................................................................................. 49Departing from the site ........................................................................................................... 49

Activatingthecustomer’sservice........................................................................................................49CustSignOff(CustomerSignoff)step..................................................................................................49Auditstep.............................................................................................................................................51Departurestep.....................................................................................................................................52Recordspage.......................................................................................................................................54Verifydataupload...............................................................................................................................55Deletelocalfiles...................................................................................................................................58

4 Introduction 1040630-0001 Revision F.07

.............................................................................................................................. 61Performing repair orders ......................................................................................................... 61

Diagnosisstep......................................................................................................................................61Auditresolutioncodes.........................................................................................................................62

.............................................................................................................................. 69Troubleshooting ...................................................................................................................... 69

Softwareupdates.................................................................................................................................69FAQs.....................................................................................................................................................69

Chapter 1 • Introduction 1040630-0001 Revision F.07 5

Chapter 1 Introduction

Scope and audience

ThisdocumentexplainshowtousetheOnsiteAcceleratedServiceInstallationSystem(OASIS)appwhenperformingaConsumerinstallation.Itiswrittenforprofessionalinstallerswhousetheappontheirsmartdevicetofacilitatetheirdutiesduringasitevisit.

Installersshouldreferencethisdocumentwhenevertheyneedadditionalguidance.

Overview

TheOASISappisdesignedforusewithsmartdevices(e.g.,tabletsandsmartphones).Itprovidesastep-by-stepprocessfortheinstallertofollowfromsitearrivaltositedeparture.

Thisguideisbestreadfrombeginningtoend.Itfollowstheflowoftheappandthechronologyoftheinstallationprocess.

Installing OASIS

OASISisavailableasadownloadfromtheHughesAppstore(http:\\appstore.hughes.com);youcannotdownloadthisappfromtheAppleAppStoreortheGooglePlaystore.Youmustdownloadthisappfromthemobilebrowserofasmartdevice(i.e.,notfromacomputer).

Notes:

• Makesureyoudeleteanypreviousversionsoftheappfromyourdevicebeforeinstallinganewversion.

• Theappconsumesapproximately15MBofspaceinAppleiOSand12MBofspaceinGoogleAndroid,butHughesrecommendsyourdevicehasatleast100MBoffreespacetoaccommodatethephotosyouwilltakeduringyourinstallations.

• ForAndroiddevices,checkyoursettingstomakesureappsfromunknownsourcesareallowed.• ForiOSdevices,checkyourDeviceManagementsettingstomakesureHughesNetworkSystems

islistedasatrustedsource.• Beforeyouinstallasoftwareupdateforyoursmartdevice,uninstallOASIS.Onceyouhave

appliedthesoftwareupdate,downloadandreinstallthelatestversionofOASISfromtheInstallationPortal.

• ForOASIStoworkcorrectly,youmusthaveGPSlocationservicesenabledonyoursmartdevice.Consultyoursmartdevice’sdocumentationforinstructionsonhowtoenablethis.

Launching and logging into OASIS daily

Beforeyoudepartforanyinstallation,youmustconnectyoursmartdevicetotheInternetandlogintoOASISsotheappcanverifyyourinstalleraccount,synchronizeyourfieldserviceorders(FSOs),anddownloadthelatestSBCfile.Ifyoudonotsyncyourdevicedaily,youmaynothavethelatestSBCfile,whichwillpreventyoufromgettingahighenoughsignalqualityfactor(SQF)tocompletetheinstallation.

Note: WhileyouneedInternetaccessforinitialsyncing,youwillnotneedInternetaccesswhileyouareperformingtheinstallation.

6 Chapter 1 • Introduction 1040630-0001 Revision F.07

TologintoOASISandsyncyourdevice:

1. EnsureyourdeviceisconnectedtotheInternet.2. TaptheOASISicontolaunchtheapp.Asplashpagedisplaysforafewsecondswhiletheapp

loads.3. TheUserLoginpageappears.Enteryourusernameandpasswordintheirrespectivefields,then

clickLogin.YourlogincredentialsforOASISarethesameasyourcredentialsfortheInstallationPortal.Whenyourpasswordexpires,OASISwilldisplayanerrormessage.Whenthishappens,youmustresetyourpasswordintheInstallationPortalbeforeloggingintoOASISagain.SeeFAQsonpage69forstepsonhowtofixotherloginerrors.

4. TheOASIShomepageappears(Figure1).

Figure1:OASIShomepage–Listview

ThehomepageautomaticallysynchronizesifyouareconnectedtotheInternet.Ifyouareusinga3Gor4Gconnection,youmustmanuallysynchronizeyourdevicebytappingSyncatthebottomleftofthehomepage(outlinedinFigure1).

Note: Yourdevicemighttakeupto30secondstomanuallysynchronize.Donotinterferewiththeappduringthesynchronizationprocess.


OASIS homepage

TheOASIShomepage(Figure1onpage6)containsmenusforpreviousjobs,currentjobs,currentHughesnotes,announcements,andofflinetools.Tapamenutoexpandit.Taptherefreshicon( )torefreshaspecificmenu.Thecontentsofeachmenuareexplainedbelow.

• PreviousJobSchedules–Showsjobsyoumissed,aswellasjobsyoucompletedbuthaveyettoposttotheInstallationPortal.

• CurrentJobSchedules–Showscurrentandfuturejobsandprovidesmapsanddirectionstothejoblocation.

• HughesNotes–ShowscurrentnewspertainingtoHughes.IdenticaltotheHughesnotesontheInstallationPortal.

• Announcements–ShowscurrentnewspertainingtoHughesNetandOASIS.IdenticaltotheannouncementsontheInstallationPortal.

• Tools(Offline)–Commonlyusedduringrepairordersorwhenre-pointing.Showsaselectionoftoolsyoucanuseofflinewithoutaffectingyourworkorder(Figure2).

Figure2:OASIShomepage–Tools(Offline)

Figure3showsanexpandedCurrentJobSchedulesmenu.


Figure3:CurrentJobSchedules–Listview

Note: ForJUPITERinstallations,thejobdescriptionspecifiesthesatellitetowhichyouwillpointtheantenna.

Bydefault,thehomepagedisplaysalistviewofcurrentjobs(asinFigure3).

Themapview(Figure4)showseachFSOonastreetmap,allowingtheinstallertoplanoutmultipleinstallsinadayandeasilynavigatetotheinstallationsites.


Figure4:CurrentJobSchedules–MapandCalendarviews

IfyoutapCalendaratthetopleftofthescreen(seeFigure4),theappswitchestoacalendarviewthatshowsatimelineofyourupcominginstallations.

TheiconsinthebottomtoolbarontheOASIShomepage(Figure5)performthefollowingactions.

• Sync–PullsyourlatestworkorderdatawiththeInstallationPortal.• FullIP–OpenstheInstallationPortalinabrowseronyourdevice.• AllRecords–Showsyourworksubmissionstatus.• Config–Accesseselectronicbadgeandshowsuserconfigurationoptions.Forexample,youcan

changehowoftentheappsynchronizesandhowmanydaysareshowninyourschedule.• Support–Launchesinstallationchatsupport,whereyoucanchatwithasupportagentabout

yourcurrentinstallationorupcominginstallations.

Figure5:OASIShomepage–bottomicons


Beginning an install

Ineitherthelist,map,orcalendarviewoftheCurrentJobSchedules,clickthelinkforanFSOtobeginworkingonit.ThislaunchestheFSODetailstep(Figure6).

Figure6:FSODetailstep

Thisstepcontainsallthepertinentinformationaboutyourcurrentlyselectedjob.

Tapamenutoexpandit.TapExpandAllorCollapseAlltoopenorcloseeverymenuatonce.Themenusinclude:

• LocationInformation–Showsthecustomername,address,phonenumber,andemailaddress.Alsogivesthedealername,phonenumber,andemailaddress.

• ServiceOrderInformation–Showsthesatelliteatwhichyouwillpoint,theplanthecustomerisreceiving,theradiopolarizationyoushoulduse,thecustomerPIN,thebillofmaterials(BOM),notesabouttheserviceorder,etc.Alwaysmakesuretheradiopolarizationshownintheserviceordernotesisthepolarizationyouusefortheinstallation.

Step progression

Eithertaptherightarrow( )orswipetothelefttoproceedtothenextstepifyouarefollowingthestepbystepOASISsequence.


AsyoucontinuethroughOASIS,thenavigationbarshowninFigure7willremainatthetopofthescreen(unlessyouchoosetohideit).Yourcurrentstepisunderlinedinorange,yourpreviousstepisshownontheleft,andthenextstepinthesequenceisshownontheright.Swipeleftorrightonthenavigationbartoscrolltofutureorprevioussteps,respectively.

Figure7:Navigationbar

TheToolsbar,showninFigure8,willremainatthebottomofthescreenasyouprogressthroughtheapp(unlessyouchoosetohideit).

Figure8:Toolsbar

Tappinganicondoesthefollowing.

• Home–NavigatesbacktotheOASIShomepageandsyncsanyordersyouhaveifyouareconnectedtotheInternet.

• Records–Showsthestatusofcompletedstepsinyourcurrentworkorder.Alsoshowsinformationaboutcompletedorders.

• Support–Launchesinstallationchatsupport,whereyoucanchatwithasupportagentaboutyourcurrentinstallation.

• More–AnexpandedmenuthatallowsyoutojumptoanystepwithintheOASISworkflow(seeFigure9).


Figure9:Moremenu

Backing up attachments

Atanypointduringtheinstallation,youcanbackupanyattachmentsyouhave(forexample,picturesandsignatures).Thispreventsdatalossintheeventofanappcrash.IfyoudonothaveInternetaccesstouploadtheattachmentstotheInstallationPortalattheendofaninstallation,thisallowsyoutosavetheattachmentsanduploadthemlaterwhenyouhaveabetterconnection.

Toexportyourattachmentstothephotogalleryonyoursmartdevice:

1. Inthebottomtoolbarofthehomepage,tapAllRecords(outlinedinFigure10)tonavigatetotheRecordspage.

Figure10:AllRecordsiconinbottomtoolbar


2. IntheRecordspage,scrolltothebottomofthepageandtaptheblueicon( )toexporttheattachmentstoyourphone(Figure11).

Figure11:Backingupattachments

OASISexportsalltheattachmentsforyourcurrentFSOtoafolderinyourphotogallerynamed,OASIS_<FSO number>_<SAN>_<Timestamp>.

Troubleshooting

BeforecontactingHughes,readthetroubleshootinginformationinFAQsonpage69.Ifthesolutiontoyourproblemisnotgiventhere,callHughesInstallerSupportat1-866-259-9444.

Alternatively,contactMobile-App-Issues@hughes.comorclicktheInstallerFeedbacklinkontheInstallationPortaltoaccesstheInstallerFeedbackSubmittalform(Figure12).Tofilltheform:

1. SelectMobileAppIssuesfromtheSubjectdrop-down(outlinedinFigure12).


Figure12:InstallerFeedbackSubmittalformontheInstallationPortal

2. IntheMessagetextboxthatappears,describetheproblemyouencounteredwithOASIS.3. Fillouttheremainingrequiredfields,andasmanyoftheoptionalfieldsasyoucan.4. ClickSubmit.

Chapter 2 • Site arrival 1040630-0001 Revision F.07 15

Chapter 2 Site arrival

Beforeyouleaveforthesite,youmustusetheEnRoutefunctioninOASIStoletthecustomerknowyouareontheway.Thisstep(Figure13)immediatelyfollowstheFSODetailstep.

Figure13:EnRoutestep

TapEnRoute,selectyourestimatedtimeofarrival(ETA)tothesitefromtheSelectETAdrop-down,andthentapSubmitEnRoute.Thecustomerwillbenotifiedviaatextmessagethatyouareontheway.

Introducing yourself to the customer

YoucanusetheelectronicbadgeinOASISinsteadofpresentingaphysicalbadgetothecustomeratthesite.Toaccessthebadge:

1. OntheOASIShomepage,tapConfiginthebottomtoolbar(outlinedinFigure14).

16 Chapter 2 • Site arrival 1040630-0001 Revision F.07

Figure14:Accessingtheelectronicbadge

2. TaptheAccountlinkatthetopoftheUserConfigurationpage(outlinedinFigure14).3. OASISwillshowanelectronicversionofyourinstallerbadge.Thedateonthebadgeupdates

dailyShowthecustomeryourelectronicbadgeonyoursmartphone,thenexplaintothemhowyouwillprogressthroughtheinstallation.Thoroughlyanswerallthecustomer’squestions.

Performing an indoor site survey

Beforeyouperformanoutdoorsitesurveytofindagoodlocationfortheantenna,youmustperformanindoorsitesurveytodetermineagoodlocationforthemodem.ThefollowingstepsexplainthisprocessforanHT2000W.Thesestepswilldifferforothermodems.

1. AskthecustomerwheretheywouldliketheHT2000Wplacedandaccommodatetheirrequestthebestyoucan.

2. Pluginandpoweronthemodem.Besuretotesttheoutletwithanoutlettesterbeforeyouplugthemodemintoit.

3. UseyoursmartdevicetoconnecttotheHT2000W’swirelessnetwork.4. YoumustnowtesttheHT2000W’swirelesssignalaroundthecustomer’shouse.First,askthe

customerforpermissiontowalkaroundtheinsideoftheirhousetotestthewirelesssignalinseveralrooms.Next,usetheWi-FigaugeinOASIStomeasurethewirelesssignalinmultiplerooms.SeeGaugesteponpage29foranexplanationofhowtousethetool.ExpandtheMoremenuinthebottomtoolbarofOASISandtaptheWi-FiGaugeicon( )tojumptothestep.Basedonthetestresults,determineiftheHT2000Wcanprovidegoodwirelesscoveragetothecustomer’shousefromitscurrentlocation.Ifitcannot,offertomovethemodemtoadifferentlocation,or,ifthecustomerprefers,theymaypurchaseaHughesWi-FiBoostertoextendtheHT2000W’swirelesssignal.IfthecustomerchoosestopurchaseaBooster,youmustitemizethepurchaseasdescribedinPreSignsteponpage22.


Performing an outdoor site survey

Oncethecustomeragreestothemodemplacementlocation,beginanoutdoorsitesurveytodeterminethelocationfortheantenna.Usetheinformationprovidedintheappropriatesitepreparationandmountinstallationguide,dependingonthetypeofinstallationyouareperforming.Makesurethecustomerapprovesofyourchosenantennalocation.

Ifyoudiscussanyinstallationextraswiththecustomerduringtheoutdoorsitesurvey,besuretoitemizethoseextrasasdescribedinPreSignsteponpage22.

GPS and Arrival steps

Onceyouhavefoundasuitableinstallationlocationfortheantenna,andthecustomerhasapprovedthatlocation,followthestepsbelow.

1. Standasnearaspossibletowhereyouwillinstalltheantenna.2. ProceedtotheGPSstepinOASIS(Figure15).TheappwillautomaticallycaptureyourGPS

coordinates.

Figure15:GPSstep

IfOASIScannotacquireyourlocationwithin15maccuracy,tapCaptureGPStotrytoimprovetheaccuracy.


IfOASISstillcannotaccuratelycaptureyourlocation,youmustmanuallyenteryourGPScoordinates(fromanotherGPSunit).Thecoordinatesmustbeinthedegrees/minutes/fractionalminutesformat.OASIStracksifyoumanuallyenterGPScoordinates.

3. ProceedtotheArrivalstepandtapArrivalonSite.Atextboxappears(Figure16).

Figure16:Arrivalstep–enteringnotes

4. Inthetextbox,enternotesaboutanyuniquetraitsoftheinstallationlocation(e.g.,averylongdriveway,aheavilywoodedlot,locatedonthenorthfaceofamountain–offeringalimitedview),thentapSubmit.Useonlyalphanumericcharacterswhentypingnotes(i.e.,AtoZ,atoz,0to9).Anynoteswrittenintheappcanbeviewedbythecustomer.Makesureeachnoteyouwriteisappropriateandprofessional.

5. Averificationpop-upmessageappears(Figure17).Verifythecustomerinformationitshows,thentapProceedtoproceedtothenextstep,SatInfo.


Figure17:Arrivalstep–VerifyArrival

Note: Paycloseattentiontothearrivalonsitedistancemeasurement.Thecustomer’sstreetaddress(theorderedsitelocation)mightbefarawayfromthephysicallocationoftheirhome.Ifthisisthecase,youshouldleaveanotestatingthis.

Sat Info step

TheSatInfostepdisplaysthesatellitename,location,latitude,longitude,azimuth,elevation,andtiltanglebasedonyourarrivalcoordinates(Figure18).Theparametersforpolarization,beam,andoutroutearedefaultfornowandmaynotbecorrect.Theywillupdatelaterintheinstallationprocess.


Figure18:SatInfostep

Tap toproceedtothenextstep–LOS.

LOS step

Important: Makesurethecompassonyoursmartdeviceiscalibratedcorrectlypriortousingthisstep.Calibratethecompassbyfollowingtheinstructionsprovidedbyyourdevice.

IfOASISdoesnotautomaticallylaunchthelineofsight(LOS)tool,tapLaunchLOS.TofindLOStothesatellite:

1. Whileholdingyoursmartdeviceparalleltotheground,orienttheonscreencompassuntiltheneedlelinesupwiththecorrectazimuthreading.AsshowninFigure19,thecompassneedleandtheverticallineturngreenwhenyourdeviceiscorrectlyoriented.


Figure19:LOSstep–azimuth

2. TiltyourdeviceverticallytolaunchtheLOSfeature,whichisshowninFigure20.


Figure20:LOSstep–elevation

3. Maneuveryoursmartdeviceuntiltheredcrosshair(whichrepresentsthedirectionyouarecurrentlypointing)linesupwiththeyellowcrosshair(whichrepresentsthelocationofthesatellite).Theyellowcrosshairwillturngreenwhenyouarewithin5degreesofexactalignmentwiththesatellite,asshowninFigure20.

4. MakesurenothingblockstheLOS.TheLOSmustbefreeofobstructions,suchasplants,trees,buildings,orotherstructures.Examinenearbyplantsandtreesandconsiderhowtheymightgrowandeventuallyblockthesignal.Ifyouperformtheinstallationduringthefallorwinter,considerspringandsummerleafgrowth.Askthecustomeriftheyhaveanyplans(suchaslandscaping)thatmightobstructthesatellitesignalatsometimeinthefuture.IfanythingblockstheLOS,youmustfindanotherinstallationlocation.

5. Tap (outlinedinFigure20)totakeascreenshotoftheLOSmeasurements.OASISrecordstherequiredLOSinformation(satellitename,satellitelocation,andAz/Elmeasurements).Note: Thisisasiteassessmenttoolonly.Thephotoyoutakeheredoesnotcountasthe

requiredLOSphoto.

6. Tap toproceedtothenextstep–PreSign.

PreSign step

ThePreSignstep(Figure21)coincideswiththesitesurveyreviewyoumustperformwiththecustomer.Duringthereview,tellthecustomeraboutthedishlocationyouhavechosen,thetypeofmountyouwilluse,andanyadditionalcharges(forexample,wirelessrouters,cosmeticmoldings,andtheHughesWi-FiBooster).


Figure21:PreSignstep

Onceyouhavethecustomer’sapproval,proceedwiththePreSignstep:

1. SelectthetypeofantennamountfromtheMountTypedrop-down.2. SelectthelocationoftheantennafromtheDishLocationdrop-down.3. (Optional)TaptheInstallationExtrasicon( )tocreatespaceforoptionalitems.Enterthe

item’sdescription,cost,andapplicabletaxamountinthetextboxesthatappear.Tapthedeleteicon( )toremoveanitem.Youmustitemizeeachadditionalchargeandensurethecustomerunderstandswhytheyarebeingchargedextra.ExplaineachchargetothecustomerasyouenteritintoOASIS.Donotbegintheinstallationuntilthecustomerhassignedoffontheextraitems.

4. TaptheCustomerSignatureicon(outlinedinFigure22).


Figure22:PreSignstep–customersignature

5. Inthesignaturescreenthatdisplays,thecustomermustsigntheirnameonthescreenandtypetheirnameintheNamefield,asshowninFigure22.Thissignifiestheirapprovaloftheantennalocation,mounttype,andextracharges.Alternatively,youcantakeapictureofapieceofpaperthecustomerhassigned.Todothis,tapTakephoto.Evenifthecustomerchoosestodothis,theystillmusttypetheirnameintheNamefield.

6. TapDone.OASISnavigatesbacktothePreSignstep,wherethecustomer’ssignaturenowappears(Figure22).ThesignatureissavedasanattachmentontheFSO.

7. Tap toproceedtothenextstep–BeforePhotos.

Before Photos step

Someserviceordersrequireyoutotakephotosbeforeyoubegintheinstallation.Thisiscommonforrepairvisits,whereyouwillberequiredtotakephotosoftheexistinginstallationbeforeperformingtherepair.

TheBeforePhotosstep(Figure23)allowsyoutocapturephotosthataretypicallydifficulttogetaftertheinstallationhasbeencompleted(forexample,thephotodocumentinguseofanoutlettester).


Figure23:Beforephotosstep

Tap toproceedtothenextstep–SBC.

SBC step

Inthisstep(Figure24),youconnecttothemodemanduploadthelatestsatellite-basedcommissioningfile,whichwasdownloadedwhenyousyncedOASIS.Makesurethemodemispoweredonandfullybooted,andthatyouareconnectedtoitwirelesslywithyoursmartdevice.


Figure24:SBCstep

1. IfOASISdoesnotautomaticallyconnecttothemodem,tapInitiateIDUConnection.2. TapUploadSBCFile.3. WhentheLastUploadStatusindicatesthattheuploadwascompletedsuccessfully(asin

Figure24),tap toproceedtothenextstep–BOM.

BOM step

TheBOMstep(Figure25)requiresyoutoscantheserialnumbers(S/Ns)orpartnumbers(P/Ns)ofthematerialsyouuseinyourinstallation(forexample,antenna,mount,andmodempowersupply).


Figure25:BOMstep

Note: Ifyoursmartdevicedoesnothavearearautofocusingcamerawitharesolutionof5megapixelsorbetter,youwillhaveahardtimesuccessfullyscanningthebarcodes.Ifyourdeviceisunabletoscanbarcodes,youmustmanuallyinputthenumbers.

Toscanabarcode:

1. Expandthemenufortheitemyouareabouttoscan.Requireditemsareoutlinedinred(seeFigure25).

2. Tapthebarcodeicon( )tolaunchyourdevice’scamera.3. Centerthebarcodeonthescreen(Figure26).Ensureyoursmartdevicefocusesonthebarcode.


Figure26:Scanningthebarcode

4. PressDonewhenthenumberofbarcodesscannediscorrect(seeFigure26).5. Theserial/partnumberfortheitemwillautomaticallyupdateinOASISifthescanissuccessful.6. Repeatthisprocessforeachitem.7. Ensuretheserial/partnumbersOASIScollectedareaccurate.

Toaddinformationforadditionalparts(forexample,aWi-FirouteroranATA):

1. Taptheblueplussign( )toaddanotheritem.SeeFigure27.


Figure27:Addinganinstallationpart

2. Filleachofthefieldsinthemenubasedonthetypeofpart.Forthepartnumberandserialnumber,tapthebarcodeicons( )toscantheactualbarcodestickeronthepart,asyoudidbefore.

3. Repeatthisprocessforeachadditionalitem.Note: TaptheXicon( )intheexpandedmenufortheitemtodeleteit.

4. Whenyouaredone,tap toproceedtothenextstep–Gauge.

Gauge step

TheWi-Figauge(Figure28)teststhesignalstrengthofthewirelessrouter.UsethegaugetohelpdetermineiftheroutercanprovideadequateWi-Ficoveragetothehousebyitself.Tousethegauge:

1. SelectanareaofthehousefromtheLocationdrop-down.OASIShasseverallocationsfromwhichtochoose(forexample,livingroom,masterbedroom,andbasement),butyoucanalsocreateyourownlocationbyselectingOtherandtypingthenameofthelocationinthefieldthatappears.


Figure28:Wi-Figauge

2. TapBeginTesttohaveOASIStestthesignalstrength.ThesignalstrengthvaluewillappearintheSignalValuefield.

3. TapSavetosavethevaluetoatablethatappearsbelowtheSignalValuefield.SeeFigure29.


Figure29:Signalvaluetable

4. Repeatthisprocessforeachareaofthehouseyouwanttotest.YoumusttapSaveafteryoucollecteachvalue,otherwiseitwillnotsavetoOASIS.

5. Whenyouaredonecheckingsignalvaluesthroughoutthehouse,tap toproceedtothenextstep–SatInstall.

Sat Install step

TheSatInstallstep(Figure30)sendslatitudeandlongitudeinformationtothemodemtoputitintopointingmode.TheSatName,SatLocation,Lat,Long,Az,El,andTiltfieldsonthescreenwillpopulateautomatically.


Figure30:SatInstallstep

ThePol,Beam,andOutroutefieldsmayhavevalues,butthesearethedefaultvalues.Youwillneedtocalculatethesevaluesforpointing.

Note: OASISmaytakesometimetorespondduringthefollowingsteps.FollowthelogsatthebottomoftheSatInstallscreen(seeFigure30)tochecktheapp’sprogress.

Tocalculatethevalues:

1. TapSubmitInstallParameters.2. TapYesonthepop-upwarningmessagethatasksifyouwanttostarttheinstallation.


OASISpopulatestheODUPol,Beam,andOutroutefieldsoncethemodemcalculatesthecorrectvalues.Important:EnsuretheODU(radio)polarizationshowninOASISmatchesthepolarizationshown

intheserviceordernotesintheFSODetailstep.SeeBeginninganinstallonpage10.

3. (Optional)IfthesitelocationrequiresadifferentbeamthanislistedintheFSO,youmustchoosethebeammanually.Tomanuallychoosethebeam:a. TapInitiateBeamOverride.Youwillgetaselectionofdifferentbeamsliketheoneshownin

Figure31.

Figure31:Beamselection

b. Selectthespecificbeamthatmatchesthecoordinatesoftheinstallationsite.ChecktheParameterstextboxoftheFSO(outlinedinFigure32)forthesecoordinates.


Figure32:ParameterstextboxontheFSO

4. Tap toproceedtothenextstep–Pointing.Thisisdescribedinthenextchapter.

Chapter 3 • Pointing the antenna 1040630-0001 Revision F.07 35

Chapter 3 Pointing the antenna

Antenna installation

Atthispoint,youmustinstalltheantennamountandantennaatthelocationyoudeterminedwouldbethebestduringthesitesurvey.Thestepsbelowprovideageneraloverviewforthisprocess.

1. Assembleandinstalltheantennamount(forexample,trimast,pole,ornonpen).Refertotheappropriatesitepreparationandmountinstallationguide,dependingonthetypeofinstallationyouareperforming,foradditionalinformationaboutpreparingtheinstallationsiteandassemblingtheantennamount.

2. RuntheIFLcableandinstallthegroundblock.3. Assembleandmounttheantenna.Presettheantennatilt,elevation,andpolarizationtothe

valuesindicated.Refertotheappropriateantennainstallationguideforadditionalinformationaboutassemblingandmountingtheantenna.

4. GroundtheantennaandconnecttheIFL.5. GetreadytopointtheantennausingOASIS.StandneartheantennaandreturntotheOASIS

app.Important:Beforeyoupointtheantenna,makesuretheradiopolarizationmatchesthe

polarizationgivenintheserviceordernotesshownintheFSODetailstep.SeeBeginninganinstallonpage10.

Pointing step

Note: YoucanonlyusethepointingfunctionalityofOASISduringJUPITERinstallations.TopointtheantennaduringSPACEWAYinstallations,youmustlaunchthesatelliteterminal’suserinterfacefromyoursmartdevice’sInternetbrowser,thenproceedasyounormallywouldifusingalaptop.

ThePointingstep(Figure33)aidsyouinpointingtheantennabyshowingthesignalqualityfactor(SQF).Itdisplaysthe:

• MaximumIDUvalueachievedduringthissession• TargetSQFvaluedeterminedbyOVTwithina6-mileradius• MaximumSQFvalueachievedduringthissession

36 Chapter 3 • Pointing the antenna 1040630-0001 Revision F.07

Figure33:Pointingstep

ThePointingstepalsoincludesagraph(seeFigure33)thatshowshowtheSQFvaluehasfluctuatedovertime,withmarkingsforthepeakSQF,thetargetSQF,therawSQF,theaverageSQF,andthelockingthreshold.

Audiooptionsforpointinginclude:

• DAPTTones–Thehigherpitchedandfasterthebeeping,thegreaterthesignal.

Chapter 3 • Pointing the antenna 1040630-0001 Revision F.07 37

• FineTones–IndicateswhethertheSQFisrising,falling,orremainingeven.• Thresholds–Indicateswhenyoucrossacertainthreshold(peak,target,etc.)• SQF#–AcomputerizedvoicespeaksthecurrentSQFvalueevery3seconds.

Topointtheantenna:

DonotattempttopointtheDonotattempttopointtheantennamanuallybypullingonthefeedsupportarm.Thiscancausepermanentdamagetotheantenna.Instead,usetheantennamechanicaladjustments.

Youmaygentlymaneuvertheantennareflectortocoarselypointtheantenna,butonlyiftheAz/Elcanisterboltsarelooseenoughsothatthereflectorrotateseasily.

1. Presettheantennaelevationto1°abovethenumberspecifiedintheSatInfostepinOASIS.Thishelpscompensateforanyelevationlosscausedbythelooseantennacanister.Remembertoaligntheelevationvaluewiththeblacklineundertheelevationbolt.

2. SweeptheantennainthedirectionoftheazimuthvalueuntilyoutogetanSQFabove30,indicatingyouacquiredthesatellite.

3. ContinuetocarefullysweeptheantennauntilyouachieveanSQFvalueof50ormore.4. Lockdownthecanisterboltstosteadytheantennaonthemount.Youwillnowbegintofine-

pointtheantenna.Note: Afteryouhavelockeddownthecanisterbolts,donotattempttoadjusttheantennaby

grabbingthereflector.Thiswilldamagethereflector.

5. WaitfortheSQFtosettleonavalue,thenusetheappropriatelysizedwrenchfortheantenna(foundinthemanualspecifictothatantenna)tofine-tunetheantenna’sazimuthandelevationadjustments.ContinueuntilyouachievethehighestpossibleSQFvalue.

6. Whenthesignalsarepeaked,tightentheazimuthandelevationboltscompletely.Note: Becauseslightmovementoftheantennaoccursduringlockdown,alwaysmeasurethe

signalpeakvalueafterlockingdowntheantenna.

7. Whenyouaredonepointing,makesurealloutdoorcableconnectionsareweatherproofedwithdielectricgreaseandsecurelytightened.AlooseconnectorwilldegradeSQF.Dependingonyourinstallationenvironment,additionalweatherproofingmayalsobeneeded.Note: Usecabletiesandcablehangersthatareresistanttoultravioletraystosecureall

outdoorcables.

Hughes-approvedconnectors,inconjunctionwiththedielectricgreaseontheFconnectorthreads,provideweatherproofingforoutdoorconnections.Theseconnectorsshouldbeusedinnewinstallations,upgrades,andanyrepairs.

Outdoorconnectorsonradiosandgroundblocksthatareinareaswithcorrosiveenvironments(e.g.,saltair)mayneedadditionalweatherproofing,suchasweatherproofingtapeoraweatherbootfilledwithdielectricgrease.

8. Tap toproceedtothenextstep,Register,foundinChapter4–Registeringandactivatingthemodem.

Chapter 4 • Registering and activating the modem 1040630-0001 Revision F.07 39

Chapter 4 Registering and activating the modem

YoucanonlyregisterandactivateamodemviaOASISduringJUPITERinstallations.Assuch,allthecontentinthischapter,exceptfortheIV/OVTstep,onlypertainstoJUPITERinstallations.

ToregisterandactivatethemodemduringinstallationsoftheHN9000orHN7000seriesmodems,youmustlaunchthemodem’suserinterfacefromyoursmartdevice’sInternetbrowser,thenproceedasyounormallywouldasifusingalaptop.

Register step

TheRegisterstep(Figure34)allowsyoutoperformthemodem’sregistrationprocedure.

Figure34:Registerstep

Toregisterthemodem:

1. TapInitiateRegistration(outlinedinFigure34).Astheregistrationprocessprogresses,thecurrentmodemstateisshowninthetoptextboxandasummaryofstatesthemodemhasachievedisshowninthebottomtextbox.Note: Iftheterminalfailstoregister,OASISwillrecommendasolutioninthebottomtextbox.

40 Chapter 4 • Registering and activating the modem 1040630-0001 Revision F.07

2. Whenthemodemsuccessfullyregisters,asuccesspop-upmessageappears(Figure35).TapOk.

Figure35:Registrationsuccessful

3. Tap toproceedtothenextstep–IV/OVT.

IV/OVT step

TheIV/OVTstepallowsyoutolaunchtheonsitevalidationtool(OVT)fromOASIS.

1. TapLaunchOVT(outlinedinFigure36)tolaunchtheOVTinyoursmartdevice’swebbrowser.

Figure36:OVTstep

2. OASISautomaticallyfillsthefieldsontheOVTpre-collectionpage(Figure37).


Figure37:OVTpre-collectionpage

3. Ensuretheinformationiscorrect,thentapLaunchOVT(outlinedinFigure37)toopenthetool.4. OASISautomaticallyfillsthefieldsinsteps1,2,and3onthefirstpageofOVT(Figure38)ifyou

alreadyenteredtheinformationintotheapp.Iftheinformationdoesnotautomaticallyfill,tapRefreshSiteInformation.


Figure38:OVTpage1

5. Ensurealltheinformationiscorrect,thentapProceed(outlinedinFigure38).OVTwillbegintotestthesatelliteconnection.

6. TheOVTresultspagelaunches(Figure39).PerformanyrecommendedactionslistedintheRecommendedActionbox.


Figure39:OVTpage2

IfOVTdisplayspolarizationerrors,youmustchangethepolarizationattheradiobyadjustingtheorientationofthefeedhorn.YourJUPITERtrainingprovidesinstructionsforhowtodothis.

IfyouareinstallinganHT2000W,youmayseeaWi-Fierror.ThiserrorindicatesWi-Fiisturnedoffonthemodem.Tocorrectthiserror,tapEnableWiFi.

7. TapSignOff(outlinedinFigure39)whentherecommendedactionsaysClickSignoff.8. Onthepagethatlaunches(Figure40),selectanyinstallationproblemsorextraactions

performedduringtheinstallation.


Figure40:OVTpage3

IntheProvideInstallationDetailsBelowtextbox,typeanyadditionalnotesyouhave.Youmustentertextinsidethistextboxtoproceed.Ifyouhavenonotes,simplytypeNo problems with installation.Useonlyalphanumericcharacterswhentypingnotes(i.e.,AtoZ,atoz,0to9).

9. TapSignOff(outlinedinFigure40).


10. ThesignoffnumberdisplaysatthetopoftheOVTpage(seeFigure41).ReturntoOASIS.

Figure41:OVTstep–signoffnumber

11. TapRetrieveOVTSignOfftopullthenumberfromOVT(Figure41).12. Tap toproceedtothenextstep–Activate.

Activate step

TheActivatestep(Figure42)allowsyoutoactivatethemodem.


Figure42:Activatestep

Toactivatethemodem:

1. TapInitiateActivation.Theboxbelowthebuttonshouldshowthattheprocesswassuccessful.2. Tap toproceedtothenextstep,AfterPhotos,whichisdescribedinChapter5–Taking

photos.

Chapter 5 • Taking photos 1040630-0001 Revision F.07 47

Chapter 5 Taking photos

Atanypointduringtheinstallation,youcantakerequiredphotosbytappingthephotosbuttonsintheMoremenuinthebottomtoolbarofOASIS(Figure43).Youcantakephotoswheneverisconvenientforyouduringtheinstallationprocess.

Figure43:Photobuttons

After Photos step

TheAfterPhotosstep(Figure44)walksyouthroughwhichphotosyouneedtotakebeforedepartingfromtheinstallationsite.

48 Chapter 5 • Taking photos 1040630-0001 Revision F.07

Figure44:AfterPhotosstep

Toseewhichphotosyouneedtotake,expandthemenuforthecurrentFSO.

Eachitemyouneedtophotographhasacorrespondingdrop-down.Thecoloredcircleshavethefollowingmeanings.

• Red–youstillneedtotaketherequiredphoto.• Green–youhavetakentherequiredphoto.• Gray–optionalphoto.

Totakeaphoto:

1. Tapthebuttonoftheitemforwhichyouneedtotakeaphoto.Yoursmartdevice’scameralaunches.

2. Takeaphotooftheitem,thentapOKifyouaresatisfiedwiththeresult.OASISreturnsyoutothemainscreenoftheAfterPhotosstep.Note: Makesurethepictureclearlyshowsthecorrectitem,isfocused,andiswell-lit.

3. Athumbnailofthephotoyoujusttookappearsbelowtheitem(asinFigure44).ItistaggedwiththeSAN,FSO,installerIDnumber,time,date,latitude,andlongitude.

4. Repeatthisprocedureforeachrequiredphoto.Hughesencouragesyoutotakeeveryphoto,includinganyoptionalonesthatapplytoyourinstallation.

5. Tap toproceedtothenextstep,CustSignoff(CustomerSignOff),whichisdescribedinChapter6–Departingfromthesite.

Chapter 6 • Departing from the site 1040630-0001 Revision F.07 49

Chapter 6 Departing from the site

Thischapterexplainsthefinalstepsyoumusttaketocompletetheinstallation.

Activating the customer’s service

PriortoproceedinginOASIS,youmustwalkthecustomerthroughtheserviceactivationprocessontheircomputerorotherdevice.ThefulldetailsofserviceactivationaredescribedinyourJUPITERtrainingandinthemodemguidespecifictothetypeofmodemyouareinstalling,butthestepsbelowsummarizetheprocess.

1. Connectthecustomer’scomputerorotherdevicetothemodem,eitherwirelesslyorviaaLANconnection.

2. Usingabrowseronthecustomer’scomputerordevice,enterwww.systemcontrolcenter.comintotheaddressbartoaccessthemodem’sSystemControlCenter.

3. ClickontheServiceActivationlinkintheSystemControlCenter’ssidemenu,andthenguidethecustomerthroughtheHughesNetWelcomeExperience.EncouragethemtodownloadtheHughesNetUsageMetertomonitortheirserviceplandata.

4. FortheHT2000W,besuretoexplaintothecustomerthedifferencebetweenthe2.4GHzand5GHzWi-Fibands.

ReturntoOASISonceyouhaveactivatedthecustomer’sservice.YouwillbeontheCustSignoffstep.

Cust SignOff (Customer Signoff) step

TheCustSignOffstep(Figure45)helpsensuretheinstallationwascompletedsuccessfullyandthecustomerhasnofurtherissues.

50 Chapter 6 • Departing from the site 1040630-0001 Revision F.07

Figure45:CustSignOffstep

Important: AstandardinstallationincludestheconnectionoftwocustomerdevicestotheHughesmodembyEthernetcableorwirelessly,aswellasademonstrationofbrowsingoneachdevice.AspartofanHT2000Winstallation,youmustinstructthecustomerhowtoconnectatleasttwooftheirsmartdevicestoboththe2.4GHzand5GHzbandsofthewirelessrouter.Besuretoshowthecustomerthewirelessnetworkpasswordonthebackofthemodem.Additionaldevicesmaybeconnected,butHughesdoesnotallowtheinstallertochargethecustomerfortheextraconnections.

ToproceedwiththeCustSignOffstep:

1. Walkthecustomerthroughthequestionspresentedinthestep.HavethemanswerYesorNotoeachquestion.

2. TaptheCustomerSignaturePostInstallationicon(outlinedinFigure46).ThecustomermustsignoffontheinstallationthesamewaytheydidforthePreSign)step.


Figure46:CustomerSignaturePostInstallation

3. Inthesignaturescreenthatdisplays,thecustomermustsigntheirnameonthescreenandtypetheirnameintheNamefield(seeFigure46).Thissignifiestheirapprovalofthecompletedinstallation.Alternatively,youcantakeapictureofapieceofpaperthecustomerhassigned.Todothis,tapTakePhoto.Evenifthecustomerchoosestodothis,theystillmusttypetheirnameintheNamefield.

4. TapDone.OASISnavigatesbacktotheCustSignOffstep,wherethecustomer’ssignaturenowappears(seeFigure46).ThesignatureissavedasanattachmentontheFSO.

5. Tap toproceedtothenextstep–Audit.

Audit step

TheAuditstep(Figure47)asksafewquestionsabouttheinstallationfortrackingpurposes.


Figure47:Auditstep

• Whatistheresolutioncodefortheinstallation?(forrepairserviceorders)• Whichmachinedidyouuseforactivation?YourownPCorthecustomer’sPC?

Note: Mostoften,thisshouldbethecustomer’sPC.

• Didyouneedtousealaddertallerthan28ftduringtheinstallation?Tap toproceedtothenextstep–Departure.

Departure step

TheDeparturestep(Figure48)iswhereyouperformfinalsignoffontheinstallation.


Figure48:Departurestep

Important: Donotproceedwithdepartureuntilyouhavetakenalltherequiredphotosoftheinstallation.

Toproceedwithdeparture:

1. TapthecheckboxintheDepartureCompletecolumn.2. Enteranynotesrelevanttotheinstallation.3. TapSubmit.Note: Yoursubmissionwillonlybeacceptedifyouhavecompletedeverystep.Ifyouhavemissed

anysteps,OASISwillidentifythemontheDepartureCompletescreen.

Ifyouwereunabletocompletetheinstallation:

1. TapthecheckboxintheDepartureIncompletecolumn.2. SelectareasonfromtheReasonCodedrop-downforwhyyouwerenotabletocompletethe

installation.3. Enteranyadditionalnotestohelpexplainthesituation.4. TapSubmit.

Important:Anynoteswrittenintheappcanbeviewedbythecustomer.Makesureeachnoteyouwriteisappropriateandprofessional.

5. Awarningpop-upmessageappearsaskingifyouaresureyouwanttoproceed.TapYesifyouaresureyoufullycompletedtheinstallation.


Important:OnceyouproceedbeyondtheDeparturestep,youcannoteditanyinformationintheFSO.Makesureyouhavealltherequiredinformationandhavecompletedeachstepfullybeforeproceeding.

6. OASISlaunchestheRecordspage.Seethenextsection,Recordspage.

Records page

Itisbesttohaveastablewirelessconnectiontoperformthestepsinthissection.

TheRecordspage(Figure49)providesalistofeachstepyoucompleted.Tapanystepmenutoexpanditandseeadditionaldetails.


Figure49:Recordspage

Thecheckmarks( )indicateyouhavevisitedthestep.Thewhitecloudswithlinesthroughthem( )indicatethatthestepdatahasnotyetbeenuploadedtotheHughesserver.OASISremovesthelinefromthecloud( )oncethedatahasbeenuploaded.

Theblueicon( )atthebottomofthescreenexportsallattachmentstoyoursmartdevice,sotheyaresavedlocally.Theredtrashcanicon( )deletesthedatafromOASIS.DonotdothisuntilyouhavesuccessfullyuploadedthedatatotheInstallationPortal.

TouploadtheinformationtotheHughesservers:

1. TapSubmitDatatoServer(outlinedinFigure49).2. TapOkonthesuccesspop-upmessagethatappears.

Onceyouhavesuccessfullyuploadedthedata,taptheHomeicontonavigatebacktotheOASIShomepage,whereyouwillverifythedataupload.

Verify data upload

Note: Itisbesttohaveastablewirelessconnectiontoperformthestepsinthissection.

TheFSOyoujustcompletedishighlightedinblueontheOASIShomepageundertheCurrentJobSchedulesmenu.SeeFigure50.

Figure50:CompletedFSO


ToverifyallthedatahasbeenreceivedbyHughes:

1. TaptheFullIPicononthebottomtoolbaroftheOASIShomepage.ThislaunchestheInstallationPortalinyoursmartdevice’swebbrowser.

2. Inyourcalendarofupcominginstallations,tapthelinkforyourcurrentFSO(outlinedinFigure51).

Figure51:SelectcurrentFSOfromInstallationPortalcalendar

3. Onthepagethatlaunches,tapOASISWorkFlowSummary(outlinedinFigure52).


Figure52:FSOpageonInstallationPortal

4. TheOASISWorkflowSummarypagelaunches(Figure53).


Figure53:OASISWorkflowSummarypage

5. VerifyallthedatainyourFSOhasbeenuploadedandiscorrect.6. ReturntotheFSOpage(Figure52onpage57)7. Tapthecameraicon( )tolaunchtheSitePhotoQualityAuditpage.8. Checktomakesureallyourphotosuploadedcorrectly.

OnceyouhaveverifiedalltheFSOdatahasbeenuploadedtotheHughesservers,youcandeletethelocaldatafromyoursmartdevicetofreestoragespace.

Delete local files

TodeletethelocaldataoftheFSOyoujustcompletedfromyourwirelessdevice,followthestepsbelow.HughesrecommendsyouclearallFSOdataweeklytomaintainoptimumOASISperformance.Onlydeletethedataafteryouhaveconfirmedithassuccessfullyuploaded.Onceitisdeleted,youcannotgetitback.

TodeleteFSOdatafromyourwirelessdevice:

1. TaptheAllRecordsicon(outlinedinFigure54)inthebottomtoolbaroftheOASIShomepage.


Figure54:AllRecordsicon

2. OntheAllRecordpage,selecttheFSOyouwanttodeletebycheckingthegreenboxnexttoit.3. Tapthethreegreendotsonthetop-rightofthescreen(outlinedinFigure55).

Figure55:AllRecordspage

Amenu,liketheoneinFigure56,appears.

Figure56:Datamenu

4. SelectDeletePermanently.

Appendix A • Performing repair orders 1040630-0001 Revision F.07 61

Performing repair orders

InstallerscanusecertainstepsinOASIStohelpwithJUPITERrepairorders.

Diagnosis step

TheDiagnosisstep(Figure57)providesaccesstodiagnosticoptions.ItallowsyoutoopenOVT,pingtheterminal,andseetheworkhistoryofthesite.

Figure57:Diagnosisstep

TapPing&RetrieveStateCodetoconnecttothemodemandseeitsstatecode.Ifthemodemconnectionfailswhenyoutapthatbutton,apop-upmessageinformsyouthatyoucanretrytheconnection(Figure58).TapTryAgaintoretrytheconnection.

62 Chapter 6 • Performing repair orders 1040630-0001 Revision F.07

Figure58:Diagnosisstep:Unabletoconnecttomodem

Audit resolution codes

Forrepairorders,theAuditsteprequiresyoutoenteranexplanationofhowyouresolvedtheorder.Todothis:

1. TaptheResolutionCodedropdowntolaunchalistofpossibleresolutiontypes(Figure59).2. Selecttheresolutioncodethatbestmatcheshowyouresolvedtherepairorder.Table1onpage

64givesadescriptionofeachcode.

Figure59:Selectingaresolutioncode


3. EnteranyadditionalexplanationintheResolutionNotetextbox(Figure60).

Figure60:ResolutionNote

Important:Anynoteswrittenintheappcanbeviewedbythecustomer.Makesureeachnoteyouwriteisappropriateandprofessional.

4. ContinuedepartureasdescribedinChapter6–Departingfromthesite.


Table1:Resolutioncodes

Resolution code Explanation Examples

Antenna–Relocate–CustomerRequest

Relocatedtheantennapurelybecausethecustomerwantedittoberelocated.

• Thedishislocatedontheroofatthefrontofthehouse,butforaestheticreasons,thecustomerwantsthedishmovedtotheroofatthebackofthehouse.

• Thecustomersaysthepolemountisanobstacleformowingandchildrenplayinginlawn,andtheywouldlikethedishmovedtotheroof.

• Thecustomerhadthedishremovedforconstruction(e.g.,remodeling)andneedsthedishreinstalled.

Antenna–Relocate–LOSResolve

Relocatedtheantennatoresolvealineofsight(LOS)issue.

Treebrancheshavegrownintotheantenna’sLOSsincetheoriginalinstallation.YoumovethedishtoalocationwithabetterLOS.

CustomerOwnedEquipmentFix(notrouter)

Fixedacustomer-ownedhardwareorsoftwareissue.Thisdoesnotapplytowirelessrouters.

Thecustomerincorrectlyconnectedtheircomputer,ortheircomputerhasavirus.Serviceisworkingfineonanotherdevice,orwhenthecustomer'shardware/softwareissueisresolved.

De-Install De-installedtheantenna. Thecustomerneedstheradioremovedfromthemountandgiventothem,sotheycanreturnittoHughestoclose/credittheiraccount(lease).

ForceRange Forceranged. Afteryouperformaforcerange,thesystemisoperational.

Grounding–Repair/Replace

Replacedthegroundwiresorgroundblock.

Afteryoucorrectthefaultygrounding(tomeetspecifications),thesystemisoperational.

IFLCable–Repair/Replace

RepairedorreplacedtheIFLcable.

AfteryourepairorreplacetheIFLcable,thesystemisoperational.

IFLConnector–Repair/Replace

RepairedorreplacedtheIFLconnector.

AfteryourepairorreplacetheIFLconnector(s),thesystemisoperational.

LANCable–Repair/Replace

RepairedorreplacedtheLANcable.

AfteryourepairorreplacetheLANcable,thecustomercanbrowsetheInternet.



LOSResolve–RemoveObstruction

ResolvedanLOSissuebymovinganobstructingobject.

• CutatreebranchtoclearLOS.• Removeanitemthatthecustomerplacedontheradio/reflector.• Clearsnow/icefromthereflector.

Modem–Reboot/Reregister

Rebootedorreregisteredthemodemtorestoreservice.

Afteryourebootorreregisterthemodem,thecustomer’sserviceisrestored.

Modem–Relocate Relocatedthemodeminsidethecustomer’shouse.

• Thecustomerwantsthemodemmovedtoaroomclosertothecenteroftheirhometogetthebestwirelesssignalsinallrooms.

• Themodemwasoverheatingandneededtobemovedtoacooler/lessconfinedarea.• Thecustomerrecentlyremodeledtheirhouseandwouldlikethemodemmovedtoanew

location.

Modem–Replace Replaced/swappedthemodem. Afteryoureplaceorswapthemodem,thecustomer’sserviceisrestored.

Mount–PoleorNonPen–Repair/Replace

Replacedorreinstalledapolemountornon-penetratingmount.

• Thecustomerhitthepolemountwiththeircar,andthemountneedstobereplaced.• Theexistingpolemountisdegraded/rustedandneedstobereplaced.• Thepoleisnottospecification(e.g.,wrongsize,usedanupsizingadapter)andneedstobe

replacedorreinstalled.• Thepoleisspinninginthegroundorwobblingduetolackofconcrete/holedepthandneedsto

bereplacedorreinstalled.

Mount–Trimast–Repair/Replace

Repairedorreplacedatrimastmount.

• Thetrimastisrusted,fallingapart,andrequiresreplacement.• Atrimastlegisdamagedandrequiresreplacement.• Thetrimastlegsarenotscrewedintostuds,andyoumustreadjustthemountand/ormovethe

legs,sotheyaresecureinstuds.• Trimasttriangulationisincorrect,andyoumustadjustthelegsforpropertriangulation.

NoRepair–CouldNotAccessSystem

Couldnotperformtherepairbecauseyoucouldnotaccessthemodemorantenna.

• Thecustomerrelocatedthedishnexttotheirelectricalserviceentry,soyoucannotaccessthedishwithoutbeingputinahazardoussituation.

• Cannotfindoraccessthemodembecauseofclutterinthehouse.

NoRepair–Customer/VendortoFix

Norepairisperformedbecausethecustomeroranothervendorwillfixtheproblem.

• ThecustomersaystheywilltrimtreestoresolveLOSissue.• Thecustomersaystheywillhireanelectriciantofixanelectricalissuecausingmodemfailure.



NoRepair–NoProblemFound

Norepairisperformedbecausethesystemisworkingattargetvalues.

SitepassesOVT,andSHPshowsthesystemworkingatorabovethetargetvalues.

NoRepair–WeatherRelated

Norepairisperformedbecausetheservicedisruptionwascausedbyweather.

Youdeterminethatthecustomerwasexperiencingrainfade.

PowerSupply–Replace Replacedthepowersupply. Afteryoureplacethepowersupply,thesystemisoperational.

QAAudit Forqualityassurance(QA)photoauditsonly.

YoureturntothesitetotakepicturesattherequestofHughesQA.Norepairiscompleted.

Radio&Modem–Replace

Replacedboththeradioandthemodem.

Afteryoureplacetheradioandthemodem,thesystemisoperational.

Radio–Replace Replacedradio. Afteryoureplacetheradio,thesystemisoperational.

Reflector–Replace Replacedreflector. Youreplacethereflectorbecauseitisbentordamaged.

**RepeakAntenna–CustomerCausedMisalignment

Repeaked/realignedtheantennabecauseofacustomer-causedmisalignment.

Thecustomerknockedthemountandcausedamisalignment.Whenyourealigntheantenna,thesystemisoperational.

**RepeakAntenna–LooseAntennaAssembly

Repeaked/realignedtheantennabecauseofalooseassembly.

TheAz/Elorcanisterneedstoberealignedortightened.Afteryoumaketheadjustment,thesystemisoperational.



**RepeakAntenna–LooseMount

Repeaked/realignedtheantennabecauseofaloosemount.

Screwsatthefeetofthetrimastlegsneedtobetightened.Afteryoure-securethemount,thesystemisoperational.

**RepeakAntenna–WeatherCaused

Repeaked/realignedtheantennabecauseofaweatherevent.

Astormorhighwindscauseddishmisalignment.Afteryourealignthedish,thesystemisoperational.

VoIP/ATAInstall VoIP/ATAinstallonarepairorder,orVoIP/ATArepair.

• ThecustomerreceivesanATARMAtoinstallVoIPthemselves,buttheycannotcompletetheinstall.Yourespondtoarepairordertoperformtheinstall.

• YoureplaceATAorrestorethecustomer'sVoIPserviceinsomeway.

WirelessRouter–Repair/Replace

Replaced,reconfigured,reset,orotherwiserepairedawirelessrouter.

Youreplace,reconfigure,reset,orotherwiserepairawirelessrouter.

**Important:

• Ifthemountneedstobereinstalledorreplaced,itisamountrepair,notarepeak.Seeexamplesformountresolutionsearlierinthistable.• Ifthedishneedstoberelocated,itisanantennarepair,notarepeak.Seeexamplesforantennaresolutionsearlierinthistable.

Troubleshooting 1040630-0001 Revision F.07 69

Troubleshooting

IfyouencounteranerrorwithOASISthatyoucannotresolve,checkthefrequentlyaskedquestions(FAQs)belowtoseeiftheissuehasbeenpreviouslyencountered.IfafterreadingtheFAQsyoustillcannotresolvetheissue,contactHughesviaoneofthemethodsgiveninTroubleshootingonpage13.

MakesureyouhavedownloadedthemostrecentversionoftheOASISapptoyoursmartdevicefromtheInstallationPortal.SeeInstallingOASISonpage5.

Software updates Whenyoursmartdevice’smanufacturerreleasesanewsoftwareupdate(e.g.,anewversionofiOSorAndroid),Hughesrecommendsyouwaitatleast30daystoupdateyourdevicefromthetimeofthesoftware’srelease.ThisgivesHughestimetoupdateOASIStofunctioncorrectlywiththenewsoftwareversion.

Afterthe30-dayperiod,youshouldupdateyourdeviceandOASISusingthefollowingsteps.

1. UninstallOASISfromyourdevice.2. Downloadyoursmartdevice’slatestsoftwarepackage.3. InstallthelatestversionofOASISfromtheInstallationPortal.SeeInstallingOASISonpage5.Note: ChecktheNotessectionofInstallationPortalforadditionalguidanceondevice-specific

softwareupdates.

FAQs 1. IamhavingtroubleloggingintoOASISorIamencounteringa“tokennotfound”error.

– MakesureyouhaveInternetconnectivityforeachfirstloginafterdownloadingtheapp.– MakesuretheInstallationPortalisoperationalbylogginginviaawebbrowser.– Makesureyourpasswordhasnotexpired.Passwordsexpireevery90days.Youmustlogin

totheInstallationPortalviaawebbrowsertochangeyourpassword.Donotusespecialcharactersinyourpassword.

2. Iamgettinga“PasswordExpired”errorwhentryingtologintoOASIS.– YouusethesameloginandpasswordtoaccessOASISasyoudotoaccesstheInstallation

Portal.Ifyourpasswordhasexpired,youmustresetitintheportal,thenlogintoOASISagain.

3. IamusinganAndroiddeviceandamhavingissueswithitsGPSfunctionalityinOASIS.– Makesureyouhavelocationservicesturnedonand“highaccuracymode”isenabledin

yoursettings.4. IamusinganAndroiddeviceandamhavingissueswithtouchfunctionalityinOASIS.Iam

usinganolderversionoftheapp.– TouchissuesareresolvedinthelatestversionofOASIS.Pleaseupgradeyourapp.

5. IamusinganiPhone4/4swithiOS8andamencounteringproblemswithOASIS.– OASISnolongersupportstheiPhone4/4s.

6. IamunabletoloadaphotooramhavingotherproblemsonthephotoscreenofOASIS.– IfyouhavealreadycompletedtheDeparturestep,OASISlockssomefeatures.Youneedto

initiatetheArrivalstepagaintoregainaccess.

70 Chapter 6 • Troubleshooting 1040630-0001 Revision F.07

– IfyouhavemultipleoldFSOsstoredonyoudevice,thiscouldcauseissueswiththeapp.EnsurealloldFSOsareuploadedtotheInstallationPortal,thendeletethemfromtheappbyfollowingtheprocedureinDeletelocalfilesonpage58.

7. IamhavingissueswithuploadingmyFSOinformation(attachments)totheInstallationPortal.– MakesureyouhaveastableandstrongInternetconnection(i.e.,not3Gor4G).– MakesuretheInstallationPortalisoperationalbylogginginviaawebbrowser.– Trytoresubmityourupload.IntheOASISFSOstepsummarypage(seeFigure49onpage

55),tapClearUploadStatus,thentapSubmitDatatoServertoresubmittheFSOdata.– IfyouaretryingtouploadmultipleFSOsatonce,tryinsteaduploadingoneatatime.– Ifallelsefails,youcantakescreenshotsoftheFSOattachmentsanduploadthose

screenshotsmanuallytotheInstallationPortalusingacomputer.8. TheLOStoolinOASISisnotfunctioningproperly(e.g.,thecrosshairsarenotmoving

correctly).– Makesureyourdevice’scompassiscorrectlycalibrated.Ifnecessary,recalibrateit.TheLOS

toolreliesonthecompasstoproperlyfunction.9. ThecrosshairoverlayintheLOStooldoesnotappearorisnotorientedcorrectly,ortheGPSis

notworking.– UninstallandreinstallOASIS.Thismayhappenifyouupdateyourdevice’ssoftwareversion

withoutfirstuninstallingOASIS.10. IlostdatawhenIswitchedtoasecondarylogin.

– OASISstorestheinformationofonlyoneuseratatime.Switchingtoanotherinstallerloginwillerasetheprevioususer’sdata.OASISwarnsyoubeforeitdeletestheprevioususer’sdata.

11. OASISisconsumingalotofmycellulardata.– WhenmanuallyuploadingdatatotheInstallationPortal,makesureyourdeviceis

connectedtoawirelessnetwork(i.e.,notyourcellularnetwork).12. Mydeviceisnotabletocorrectlyscanbarcodes.

– BarcodescanninginOASISrequiresthatyourdevicehavearear-facingcamerawithautofocusandatleastfivemegapixelsresolution.

13. IcannotfindtheinformationforanFSOIpreviouslycompletedbutdidnotuploadtotheInstallationPortal.– WheneveryoucompleteanFSO,youshouldexportallofitsattachmentstothephotos

galleryofyoursmartdevice(seeBackingupattachmentsonpage12)tosafeguardagainstdataloss.

14. Icannotconnectwiththeterminal.InWiFi/IDUstep,thestatusisConnectiontoIDUFailed;orintheSatInfostep,thePingTerminalcommandortheQueryPointingStatisticscommandgivesafailedresponse.a. GototheSatInfostepandtaptheTerminalicon.b. Apop-upmessageappearsthatsaysTerminal (IDU) is unavailable, do you

want to continue?c. TapYes.d. Yourphone’swebbrowserlaunchesandtriestoconnectwiththeterminal.e. Oncethebrowserconnectswiththeterminalandshowstheterminalpage,returntoOASIS.

Youwillnowbeabletoconnectwiththeterminal

Documents

Consumer OASIS User Guide - (Hughes Appstore