Hughes Internet Setup Error Code List

H47750
Terminal State Code Definitions

User Guide
H47750
Version 2.13
01/13/20145
Jupiter Terminal State Code Definitions Page ii

H47750
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Jupiter Terminal State Code Definitions Page iii

H47750
Jupiter Terminal State Code Definitions Page iv

Revision History
Version Date Modified Author Comments
1.0 01/25/2012 Matt Baer, Draft
Krishna Samavedam ,
Venkat Ganesan
1.1 02/03/2012 Matt Baer Provide information on Uplink state codes
1.2 02/15/2012 Venkat Ganesan Added PEP & FAP state code definitions.
1.3 02/17/2012 Dan Rivers Added BIST state code definitions
1.4 02/17/2012 P. J. O’Neil Added ODU Monitor state code definitions
1.5 04/08/2012 Added trouble shooting steps for Association,

V Ganesan
PEP, FAP & Sysinfo.
1.6 04/11/2012 Add additional state codes and provide

Matt Baer troubleshooting steps for IDU, Cable, &
Downlink
1.7 05/24/2012 Update SBC state codes and provide state code
Matt Baer
summary table
1.8 08/09/2012 Provide LAN and Web Acceleration (WAC)

Matt Baer state codes. Also provide a brief overview of
terminal state codes.
1.9 10/09/2012 Add a few missing state codes and resolve a few
Matt Baer
incorrect state code values.
2.0 01/03/2013 Update troubleshooting steps for some state

Matt Baer
codes based on ISL experience
2.1 03/05/2013 Zengquan Fan Add CAC, and update downlink
2.2 03/21/2013 Add Software Download state codes. Also a few

Matt Baer
new SBC related state codes
2.3 05/08/2013 Matt Baer Added 12.1.x state codes for UPP errors
2.4 05/29/2013 Zengquan Fan Updated CAC
2.5 07/24/2013 Zengquan Fan Updated CAC
2.6 10/16/2013 V Ganesan Updated LAN , DNS & PEP statecodes
2.7 12/01/2013 Removed TCP reset statecodes as it happens not

V Ganesan
because of problem associated with the terminal.
2.8 01/08/2014 Zengquan Fan Update cable connection
2.9 01/28/2014 Matt Baer Update to reflect state codes in 3.0.3 release
2.10 05/01/2014 Update to reflect state codes in 3.0.3 release:

Zengquan Fan
SBC/Downlink/Uplink
Jupiter Terminal State Code Definitions Page 5

2.11 09/24/2014 Venkat Ganesan Rewording 13.x.x.x troubleshooting steps.
2.12 12/15/2014 LAN Packet statecode trouble shooting steps

Runming Wu
rewording based on the review comments.
2.13 1/13/2015 Venkat Ganesan Typo corrections.

Contents
Revision History ........................................................................................................................................... 5
1.0 State Code Overview ........................................................................................................................ 9
2.0 State Code Summary....................................................................................................................... 11
3.0 Detailed State Code Descriptions and Troubleshooting ................................................................. 15
3.1 IDU & ODU Hardware State Codes ........................................................................................... 15
3.1.1 IDU ..................................................................................................................................... 15
3.1.2 ODU.................................................................................................................................... 16
3.1.3 Cable ................................................................................................................................... 17
3.2 Downlink State Codes................................................................................................................. 19
3.2.1 Downlink Driver ................................................................................................................. 19
3.2.2 Outroute Acquisition........................................................................................................... 20
3.2.3 FLL...................................................................................................................................... 22
3.2.4 ACM .................................................................................................................................... 23
3.3 Uplink State Codes ..................................................................................................................... 24
3.3.1 Transmit .............................................................................................................................. 24
3.3.2 Downlink ............................................................................................................................. 26
3.3.3 Timing ................................................................................................................................. 27
3.3.4 Group Selection................................................................................................................... 29
3.3.5 Rate Selection...................................................................................................................... 30
3.3.6 Bandwidth ........................................................................................................................... 32
3.3.7 Aloha ................................................................................................................................... 33
3.3.8 Ranging ............................................................................................................................... 35
3.3.9 CLPC (Closed Loop Power Control).................................................................................. 36
3.4 LAN State Codes ........................................................................................................................ 38
3.4.1 LAN Cable........................................................................................................................... 38
3.4.2 LAN Packets........................................................................................................................ 38
3.5 SYSINFO State codes................................................................................................................. 43
3.6 ASSOCIATION State Codes ...................................................................................................... 44
3.7 SBC State Codes ......................................................................................................................... 53
3.7.1 Input .................................................................................................................................... 53
3.7.2 Pointing............................................................................................................................... 54
3.7.3 Registration......................................................................................................................... 56
3.8 TCP Acceleration (PEP) State Codes ......................................................................................... 63
3.9 FAP State Codes ......................................................................................................................... 67
3.10 Conditional Access Controller (CAC) State Codes .................................................................... 67
3.11 Software Download (SDL) State Codes ..................................................................................... 69
3.12 Web Acceleration Client (WAC) State Codes ............................................................................ 70
3.12.1 MBX Connectivity ............................................................................................................... 70
3.12.2 WAC Operation Mode......................................................................................................... 71
3.13 Dynamic Name Service Proxy (DNS Proxy) State Codes.......................................................... 72
3.13.1 DNS Server.......................................................................................................................... 72

1.0 STATE CODE OVERVIEW
The Jupiter terminal state code provides a concise indicator of error or marginal conditions (states) when
the terminal is not operating in a fully operational (healthy) state. The state code provides a hierarchical
representation of the current status of the terminal.
The state code is a 3 digit value, presented in X.Y.Z format, where:

 X represents the Component/Process
 Y represents the Functional area
 Z represents the specific issue within the Functional area
Each Component/Process, as shown in the figure below, maintains its own state code, independent of the
other processes running in the terminal.
Application Layer
Web
Acceleration DNS (31)
(30)
Network Layer
PEP (23) FAP (24) CAC (25)
Association
SysInfo (20) SBC (22)
(21)
Link Layer
Downlink (11) Uplink (12) LAN (13)
Hardware Layer
IDU (1) ODU (2) Cable (3)

In addition to each Component/Process state code, the terminal maintains a System State Code that
indicates the overall state code for the terminal. Typically this is the lowest process state code as the
system state code works as a layered model (similar to OSI Network Model).
For example – if the Uplink has a problem, then this will also cause problems in Association, PEP, and
Web Acceleration. In this case the Uplink problem is the root cause/problem that is affecting
Association, PEP, and Web Acceleration. Therefore in this example, the System State Code would be
reported as the corresponding Uplink state code.
A state code of 0.0.0 indicates no issues and the terminal should be operating in a healthy fully
operational state. This is the System State code (and individual Component/Process state codes) you
want to achieve.

2.0 STATE CODE SUMMARY
The table below provides a summary of the Jupiter Terminal State Codes. Section 3.0 provides detailed
descriptions of each state code and suggested troubleshooting steps.
State Code State Code Text

Indoor Unit (IDU)
1.1.1 MAC Address invalid
1.1.2 LAN MAC PHY test failed
1.1.3 Tx synthesizer lock test failed
1.1.4 Rx Tuner lock test failed
1.1.5 VCO monitor test failed
1.1.6 ODU voltage test failed
1.1.7 Key check failed
1.1.8 RAM test failed
1.2.1 Temperature greater than configured threshold
Outdoor Unit (ODU)
2.1.1 Unable to communicate with Outdoor Unit
2.1.2 Outdoor Unit reports low voltage
2.1.3 Outdoor Unit reports PLL unlocked
2.1.4 Invalid Radio Serial Number and/or Part Number
Cable
3.1.1 Satellite cable appears to be unplugged or broken
3.1.2 Satellite cable appears to be too long or inferior quality
Downlink
11.1.1 Downlink sequencer firmware is not running
11.1.2 Downlink kernel packet processor is not running
11.1.3 Control message queue watermark is above threshold
11.1.4 Downlink acquisition Demod and/or FLL thread is not running
11.1.5 Downlink acquisition Demod thread is not running
11.1.6 Downlink Sequencer Failed to load key
11.2.1 Outroute is not locked
11.2.2 Outroute is locked to an unknown carrier
11.2.3 Outroute is locked to the wrong carrier
11.2.4 Outroute has lost lock due to excessive LNB frequency drift
11.2.5 Outroute has lost lock
11.2.6 Outroute Demod failed to select LNB frequency band using diseqc
11.2.7 Outroute Demod failed to select LNB Polarity using diseqc
11.3.1 FLL is not locked
11.4.1 ACM is not enabled or trajectory table is missing
11.4.2 ACM is operating at the lowest Modcod
Uplink
12.1.1 Uplink firmware failed to load
12.1.2 Transmission is barred
12.1.3 Antenna pointing has not been validated
12.1.4 Transmission test in progress

12.1.5 Transmission TFIX (test mode) in progress
12.1.6 UPP encountered an underrun error
12.1.7 UPP encountered an error scheduling bursts after SWP response
12.1.8 UPP encountered an TXHA FEC stuck error
12.1.9 Transmission error rate is high
12.1.10 Calibration files are missing or invalid for linear transmitter
12.2.1 Outroute is not locked
12.2.2 FLL is not locked
12.3.1 Not receiving timing packets
12.3.2 Invalid timing packet information
12.3.3 Clock synchronization error
12.3.4 Timing adjustment needed
12.4.1 Not receiving inroute group definition packets
12.4.2 Unable to select a valid inroute group
12.4.3 No transmit frequencies defined
12.4.4 Unable to select inroute group due to no Bootstrap Aloha metric
12.4.5 Unable to select inroute group due to no Ranging metric
12.4.6 Unable to select inroute group due to no User Load metric
12.5.1 Failed to successfully range any rate
12.5.2 Failed to successfully range all available rates
12.5.3 No inroute groups available at successfully ranged rates
12.5.4 No supported rates available in the network
12.5.5 Adaptive Inroute Selection (AIS) is not enabled
12.5.6 Lowest Symcod in the AIS Trajectory Table selected
12.6.1 Not receiving bandwidth allocation packets
12.6.2 No bandwidth allocation information available
12.6.3 No Aloha allocation information available
12.6.4 No Bootstrap Aloha allocation information available
12.7.1 Aloha transmission is unsuccessful
12.7.2 Bootstrap Aloha transmission is unsuccessful
12.8.1 Requesting ranging
12.8.2 Computing ranging values
12.8.3 Sending ranging results
12.9.1 Not receiving inroute power feedback packets
LAN
13.1.1 LAN cable is not attached
13.2.1 Packet NOT received from LAN interface
13.2.2 Packet to internet NOT received from the LAN interface
13.2.3 Packet(s) received from unauthorized subnet
13.2.4 Packet(s) received from default subnet
System Information (SysInfo)
20.1.1 Not receiving Management Router Advertisement (MRA) messages
20.2.1 Not receiving Management System (MS) Information messages
Association
21.1.1 System Assigned Identifier (SAI) is not available
21.1.2 Not receiving Management Router Advertisement (MRA) messages
21.1.3 All Association requests rejected, entering Backoff State.
21.1.4 Creating Data IPGW Pool
21.1.5 Associating with Data IPGW
21.2.1 Creating Wall Garden IPGW Pool
21.2.2 Associating with Wall Garden IPGW
21.2.3 Associated with Walled Garden IPGW for an Unknown Reason
21.2.4 Associated with Wall Garden IPGW for Terminal Activation
21.2.5 Associated with Wall Garden IPGW for Service Activation
21.2.6 Associated with Wall Garden IPGW due to Empty Data IPGW pool
21.2.7 Associated with Wall Garden IPGW due to Signature mismatch
21.2.8 Associated with Wall Garden IPGW due to Data IPGW Load Error
21.2.9 Associated with Wall Garden IPGW due to Service Mismatch
21.2.10 Associated with Wall Garden IPGW due to Data IPGW Connection Failure
21.2.11 Associated with Wall Garden IPGW due to Billing suspension
21.2.12 Associated with Wall Garden IPGW due to Seasonal suspension
21.2.13 Associated with Wall Garden IPGW due to Quality Assurance Testing
Satellite Based Commissioning (SBC)
22.1.1 Waiting for installation parameters or terminal swap information
22.1.10 SBC configuration file is invalid or not found
22.1.11 Hardware configuration file is invalid or not found
22.1.12 Unable to select beam based on provided terminal location
22.2.1 Pointing In Progress – Outroute not locked
22.2.2 Pointing In Progress – Outroute locked
22.2.3 Pointing In Progress – Beam changed: Set Radio Polarization to Left Hand
22.2.4 Pointing In Progress – Beam changed: Set Radio Polarization to Right Hand
22.2.5 Pointing In Progress – Outroute locked but not receiving UBIP messages
22.2.6 Pointing In Progress – Outroute locked but UBIP does not indicate any available outroutes
22.2.7 Pointing In Progress – Outroute locked but Polarization mismatch between sbc and system
info
22.2.8 Pointing In Progress – Outroute locked but Frequency mismatch between sbc and system
info
22.2.9 Pointing In Progress – Outroute locked but symbol rate mismatch between sbc and system
info
22.3.1 Ranging In Progress
22.3.2 Registration In Progress
22.3.3 Waiting for Configuration
22.3.4 Associating with network
22.3.5 Terminal Activation stage
22.3.10 Bad Downlink state
22.3.11 Unable to transmit successfully to the Gateway
22.3.12 Failed to successfully range most robust rate
22.3.13 Bad Uplink State
22.3.14 Registration failed because terminal failed to resolve NMS address
22.3.15 Registration failed because terminal received invalid response from NMS
22.3.16 Registration failed because terminal failed to authenticate NMS
22.3.21 Registration failed due to invalid terminal serial number
22.3.22 Registration failed due to blacklisted terminal serial number
22.3.23 Registration failed because terminal swap not allowed
22.3.24 Registration failed because terminal move not allowed
22.3.25 Registration failed because registration information was not provided
23.3.26 Registration failed because registration information is invalid
22.3.27 Registration failed because NMS failed to authenticate terminal
22.3.28 Registration failed because NMS received simultaneous registration messages
22.3.29 Registration failed because challenge response timeout
22.3.30 Registration failed because NMS processing failure
TCP Acceleration (PEP)
23.1.1 All Backbones are down
23.1.2 PEP is disabled
23.1.3 No Classifier rule defined
23.1.4 Some backbones are down
23.1.5 Excessive backbone resets received
23.1.6 Excessive backbone resets transmitted
23.1.7 Excessive PBP Selective Acknowledgments transmitted
23.1.8 Excessive PBP Selective Acknowledgments received
23.1.9 Excessive PBP Zero windows transmitted
23.1.10 Excessive PBP Zero windows received
23.1.11 Excessive packets retransmitted
23.2.1 Excessive Spoofed connection resets received
23.2.2 Excessive TCP Selective Acknowledgments transmitted
23.2.3 Excessive TCP Selective Acknowledgments received
23.2.4 Excessive TCP Zero windows transmitted
23.2.5 Excessive TCP Zero windows received
23.2.6 Excessive TCP packets retransmitted
Fair Access Policy (FAP)
24.1.1 Download Throttled
24.1.2 FAP information not available
Conditional Access Controller (CAC)
25.1.1 Current key either not exist or outdated
25.1.2 Alternate (Not Current) key either not exist or outdated
25.1.3 Unable to request key because key server is not available
25.1.4 Encrypted master key is not available
25.1.5 Encrypted master key is bad or corrupted
25.1.6 Unable to verify key because outroute is not locked
25.1.7 Unable to verify key because OSDP is not available or expired
Software Download (SDL)
26.1.1 Software image downloading
26.1.2 Configuration files downloading
Web Acceleration (WAC)
30.1.1 Web acceleration connection in backoff state
30.2.2 Web acceleration Disabled by user
30.2.3 Web acceleration Disabled via configuration
Dynamic Name Servive Proxy (DNS Proxy)
31.1.1 Excessive DNS Response Timeouts

3.0 DETAILED STATE CODE DESCRIPTIONS AND TROUBLESHOOTING
3.1 IDU & ODU Hardware State Codes
The IDU & ODU state codes indicate issues observed with the IDU, ODU, or the IFL cabling between the
IDU and ODU.
3.1.1 IDU
The IDU state codes indicate any BIST failures and over temperature threshold conditions.
All IDU state codes will start with 1.
3.1.1.1 BIST
State Code 1.1.1

State Code Text MAC Address invalid
Severity Error
Description The MAC address format is 00:80:AE:xx:xx:xx, the last 6 characters of which
are unique.
Troubleshooting Steps If problem persists after a reboot, the terminal (IDU) should be replaced if
possible.
For a terminal that has already been installed and/or a replacement IDU is not
available, contact Tayyab Khan or Matt Baer to determine if the MAC address
can be updated remotely.
State Code 1.1.2

State Code Text LAN MAC PHY test failed
Severity Error
Description This test reads the LAN PHY id register. The value returned should be 0x141
indicating the presence of the Marvell Switch.
Troubleshooting Steps If problem persists after a reboot, the terminal (IDU) should be replaced.
State Code 1.1.3

State Code Text Tx synthesizer lock test failed
Severity Error
Description The Danube synthesizers lock and unlock status are checked as part of this test.
State Code 1.1.4

State Code Text Rx Tuner lock test failed
Severity Error

Description The Maxim tuners lock and unlock status are checked as part of this test.
State Code 1.1.5

State Code Text VCO monitor test failed
Severity Error
Description This test measures the VCO monitor voltage and verifies that it is within the
specified limits.
State Code 1.1.6

State Code Text ODU voltage test failed
Severity Error
Description The 48VDC is measured and verified that it is within the specified limits.
State Code 1.1.7

State Code Text Key check failed
Severity Error
Description This test checks that the terminal has a valid key and serial number
State Code 1.1.8

State Code Text RAM test failed
Severity Error
Description A non-exhaustive RAM test is performed during this test.
3.1.1.2 Temperature
State Code 1.2.1

State Code Text Temperature greater than configured threshold
Severity Marginal
Description The internal temperature of the IDU has exceeded the configured maximum
threshold.
Troubleshooting Steps Ensure that the IDU (terminal) is in a well ventilated area and there are no
obstructions that may be blocking the air vents of the terminal.
3.1.2 ODU
The ODU state codes indicate any ODU alarms.
All ODU state codes will start with 2.
State Code 2.1.1

State Code Text Unable to communicate with Outdoor Unit
Severity Error
Description IDU cannot establish communication with ODU over the IFL cable via the
DiSEqC protocol.
Troubleshooting Steps Check that the IFL cable is intact and securely connected at each end. Then
replace ODU. Lastly, replace IDU.
State Code 2.1.2

State Code Text Outdoor Unit reports low voltage
Severity Error
Description Low voltage output from internal regulator in ODU
Troubleshooting Steps First, check that the IFL cable is intact and securely connected at each end.
Then replace ODU. Lastly, replace IDU
State Code 2.1.3

State Code Text Outdoor Unit reports PLL unlocked
Severity Error
Description The ODU is unable to lock onto the IF carrier from the ODU. This could be
caused by a fault in the ODU or IFU or a poor IFL connection.
Troubleshooting Steps First, check that the IFL cable is intact and securely connected at each end.
Then replace the ODU. Lastly, replace the IDU.
State Code 2.1.4

State Code Text Invalid Radio Serial Number and/or Part Number
Severity Error
Description The radio is not programmed with valid information
Troubleshooting Steps Replace the ODU.
3.1.3 Cable
The Cable state codes indicate perceived issues with the cabling from the IDU to the ODU.
All Cable state codes will start with 3.
State Code 3.1.1

State Code Text Satellite cable appears to be unplugged or broken
Severity Error

Description Although there is no ‘cable check’ that the software can execute, the
Automatic Gain Control (AGC) setting to the receive tuner can be examined to
predict that a cable is unplugged. For this state code, the AGC is near its
maximum value which typically indicates an unplugged cable or bad
connector.
[*** Note: The 3.1.1 state code will be displayed on an HT1100 instead of
the 2.1.1 state code when the ODU can’t be detected. Please consult the
2.1.1 information as well for an HT1100 terminal]
Troubleshooting Steps Verify that the satellite cable is attached well to the IDU (terminal). If
possible, also check the satellite cable connection to the ODU. A truck-roll
may be required if the connection to the ODU can’t be verified.
State Code 3.1.2

State Code Text Satellite cable appears to be too long or inferior quality
Severity Marginal
Description Although there is no ‘cable check’ that the software can execute, the
Automatic Gain Control (AGC) setting to the receive tuner can be examined to
predict that a cable is unplugged. For this state code, the AGC is higher than
the normal operating range which typically indicates a cable that is too long or
of inferior quality.
Troubleshooting Steps If possible, verify that the cable length is within spec (300 feet?) and is RG-6.
A truck-roll may be required if the cable condition can’t be verified.

3.2 Downlink State Codes
The Downlink state codes indicate any issues or warnings in the Downlink (outroute) functionality of the
terminal.
All Downlink state codes start with 11.
There are four (4) functional areas monitored in the Downlink:
 Downlink Driver – Driver interface to the downlink hardware. Functional code is 1

 Outroute Acquisition – Outroute acquisition. Functional code is 2
 FLL – Frequency Locked Loop (FLL) algorithm. Functional code is 3
 ACM – Adaptive Coding & Modulation (ACM) algorithm. Functional code is 4
3.2.1 Downlink Driver
State Code 11.1.1

State Code Text Downlink sequencer firmware is not running
Severity Error
Description (Note: This state code is only applicable to the HT1000 terminal). The
downlink sequencer receives downlink packets from the hardware, performs
decryption on the packets if required, and performs some packet reassembly.
In this state code, the ‘heartbeat’ of the sequencer is not incrementing
indicating that the sequencer is either not running or is stuck.
Troubleshooting Steps Reboot the terminal. If the problem persists after reboot, then escalate. The
terminal may have a corrupt software image, so forcing the terminal into
fallback mode may help.
State Code 11.1.2

State Code Text Downlink kernel packet processor is not running
Severity Error
Description (Note: This is only applicable to the HT1000 terminal). The downlink kernel
driver receives partial or complete packets from the downlink sequencer,
reassembles packet if necessary, and forwards complete packets. In this state
code, the downlink kernel driver is either not loaded or is stuck.
Troubleshooting Steps Reboot the terminal. If the problem persists after reboot, then escalate. The
terminal may have a corrupt software image, so forcing the terminal into
fallback mode may help.
State Code 11.1.3

State Code Text Control message queue watermark is above threshold
Severity Marginal

Description (Note: This is only applicable to the HT1000 terminal). Control messages are
sent from the downlink kernel packet processor to the Uplink process. In this
state code, the uplink process is not processing the control messages quick
enough.
Troubleshooting Steps If this problem persists, then reboot the terminal. If the problem reoccurs, then
escalate. Another process may be consuming too much of the CPU causing the
uplink process to not run frequently enough.
State Code 11.1.4

State Code Text Downlink acquisition Demod and/or FLL thread is not running
Severity Error
Description (Note: This is only applicable to the HT1000 terminal). The downlink process
contains demod acquisition Demod and FLL threads of execution. In this state
code, one or both of these threads may have stopped executing (temporarily or
permanently). If it is just temporarily starvation (due to heavy CPU usage by
other processes), it should recover automatically when it gets its turn to
execute.
Troubleshooting Steps Reboot the terminal. If the problem reoccurs, then escalate.
This has been observed under heavy load (e.g. multiple torrents) on the
terminal. Reducing the packet load on the terminal may alleviate this problem.
State Code 11.1.5

State Code Text Downlink acquisition Demod thread is not running
Severity Error
Description The downlink process contains demod acquisition Demod thread of execution.
In this state code, Demod threads may have stopped executing (temporarily or
permanently). If it is just temporarily starvation (due to heavy CPU usage by
other processes), it should recover automatically when it gets its turn to
execute.
Troubleshooting Steps Reboot the terminal. If the problem reoccurs, then escalate.
This has been observed under heavy load (e.g. multiple torrents) on the
terminal. Reducing the packet load on the terminal may alleviate this problem.
State Code 11.1.6

State Code Text Downlink Sequencer Failed to load key
Severity Error
Description (Note: This state code is only applicable to the HT1000 terminal). The
downlink sequencer was unable to load a decryption key.
Troubleshooting Steps Reboot the terminal. If the problem reoccurs, then escalate. If the terminal
received a corrupted key during commissioning, then re-commissioning the
terminal may resolve this issue.
3.2.2 Outroute Acquisition
State Code 11.2.1

State Code Text Outroute is not locked
Severity Error
Description The terminal is unable to acquire the outroute.
Troubleshooting Steps Assuming no severe weather conditions at the terminal or Gateway locations
and no Gateway issues (e.g. SatGW down), then this problem typically points
to an installation issue at the terminal site.
If possible, verify the outroute tuning configuration parameters for the

terminal. Given the Beam ID and Outroute ID, lookup what the Over-the-Air
Downlink Frequency and Symbol rate should be. Verify that the terminal is
using the same outroute configuration. Also, verify that the L-Band tuning
frequency is as expected based on the OTA frequency and the installed LNB.
*** Probably should do a separate write-up on how to verify outroute tuning

configuration
State Code 11.2.2

State Code Text Outroute is locked to an unknown carrier
Severity Error
Description The terminal has locked to an outroute, but there is no carrier information
message (OSDP) present
Troubleshooting Steps This would typically occur if OSDP messages are not being sent from the
Gateway. Verify that the associated SatGW (based on Beam ID and Outroute
ID) at the Gateway site is transmitting OSDP messages.
This may occur if the signal quality is very low (e.g. in the 30s) and the OSDP
message is not being received. Assuming no weather conditions at the
terminal, a truckroll may be warranted to improve the signal quality.
Another possibility is that the terminal antenna is not pointed to a Jupiter

satellite or configured with a Jupiter outroute. This would typically only occur
at installation time.
State Code 11.2.3

State Code Text Outroute is locked to the wrong carrier
Severity Error
Description The terminal has locked to an outroute, but the carrier information message
from the OSDP message does not match what is configured at the terminal.
Troubleshooting Steps This would typically only occur at install time if the terminal was in an area
that covered multiple beams and the terminal locked onto the outroute in an
adjacent beam. The polarization of the ODU should be verified to ensure that
it matches the polarity for the beam selected during installation.
State Code 11.2.4

State Code Text Outroute has lost lock due to excessive LNB frequency drift
Severity Error

Description The outroute was locked but then unlocked due to an excessive drift in the
LNB.
Troubleshooting Steps This typically points to an out-of-spec LNB (part of the ODU). There is a
frequency offset in the LNB that can move (translate) the outroute carrier. If
the frequency offset is too large, the outroute can become unlocked. A
truckroll should be issued.
State Code 11.2.5

State Code Text Outroute has lost lock
Severity Error
Description The outroute was locked but has now lost lock.
Troubleshooting Steps This state code indicates that the terminal was able to lock the outroute as some
point since the terminal has been powered on.
Assuming no severe weather conditions at the terminal or Gateway locations

and no Gateway issues (e.g. SatGW down), then this problem typically points
to an installation issue at the terminal site.
Consult SDT if possible and truckroll if a terminal reboot does not resolve.
State Code 11.2.6

State Code Text 11.2.6 Outroute Demod failed to select LNB frequency band using diseqc
Severity Error
Troubleshooting Steps This state code indicates that the terminal demod thread failed to configure
LNB frequency band via diseqc interface (which returns an error)
Demod will retry the command upon this error.
State Code 11.2.7

State Code Text Outroute Demod failed to select LNB fre Polarity using diseqc
Severity Error
Troubleshooting Steps This state code indicates that the terminal demod thread failed to configure
LNB polarity via diseqc interface (which returns an error)
Demod will retry the command upon this error.
3.2.3 FLL
State Code 11.3.1

State Code Text FLL is not locked
Severity Error
Description The FLL algorithm is currently not in a locked state. The FLL is required for
terminal transmission.

Troubleshooting Steps This is typically a transitory state after the outroute has locked. The FLL will
typically take 8 to 15 seconds to lock after the outroute has locked.
If the FLL does not lock within 60 seconds, and the terminal is not
experiencing outroute acquisition problems, then reboot the terminal. If the
problem persists after a reboot, then escalate. The IDU may need to be
replaced.
3.2.4 ACM
State Code 11.4.1

State Code Text ACM is not enabled or trajectory table is missing
Severity Marginal
Description The terminal does not have an ACM trajectory table configuration.
Troubleshooting Steps This may be a transitory state during the installation process before the
terminal has received its entire configuration.
If this problem exists after installation, re-commissioning the terminal or

forcing an SDL reconcile may resolve the problem.
State Code 11.4.2

State Code Text ACM is operating at the lowest Modcod
Severity Marginal
Description The terminal is operating at the lowest Modcod in the trajectory table.
Troubleshooting Steps Under severe weather conditions, this is not an issue.
If the problem is occurring under clear sky conditions, the signal quality should
be evaluated as the terminal should only operate at the lowest Modcod under
poor signal quality conditions. Use the SDT tool to determine if a truck-roll is
warranted.

3.3 Uplink State Codes
The Uplink state codes indicate any issues or warnings in the Uplink (inroute) functionality of the
terminal.
All Uplink state codes start with 12.
There are four (9) functional areas monitored in the Uplink:
 Transmit – Fundamental transmit capability. Functional code is 1

 Downlink – Monitors outroute and FLL lock. Functional code is 2
 Timing – Timing synchronization. Functional code is 3
 Group Selection – Inroute Group monitoring and selection. Functional code is 4
 Rate Selection - Transmit rate selection, including AIS algorithm. Functional code is 5
 Bandwidth – Monitors and processes Bandwidth Allocation Packets (BAP). Functional code is 6
 Aloha – Aloha selection and transmission. Functional code is 7
 Ranging – Ranging algorithm to baseline power settings at each rate. Functional code is 8
 CLPC – Closed Loop Power Control algorithm. Functional code is 9.
3.3.1 Transmit
State Code 12.1.1

State Code Text Uplink firmware failed to load
Severity Error
Description In order to transmit, the Uplink kernel module and the Nitro FPGA firmware
need to load successfully. This state code indicates that one or both modules
did not load successfully.
Troubleshooting Steps This may occur due to a corrupted software image or a corrupted flash chip on
the terminal.
1. Determine if the terminal is running the main or fallback image. If

running the main image, force the terminal back to the fallback image
[Note: need to discuss how this can be done by the end user]
2. After terminals go back to fallback image, determine if problem

persists. If so, RMA the terminal.
3. If already running fallback, try rebooting the terminal. If problem

persists, RMA the terminal.
State Code 12.1.2

State Code Text Transmission is barred
Severity Error
Description The Network Management System (NMS) has barred the terminal from
transmitting.

Troubleshooting Steps This terminal is in the Barred Terminal Management System Information
message. It should be determined why this terminal is in the list before
removing from the list.
State Code 12.1.3

State Code Text Antenna pointing has not been validated
Severity Error
Description The terminal has not completed the antenna pointing validation process that
occurs as installation time.
Troubleshooting Steps This state should only occur when the installer is installing the antenna and has
not yet completed the pointing stage of installation.
State Code 12.1.4

State Code Text Transmission test in progress
Severity Marginal
Description The terminal is currently executing a transmission test. This is initiated by the
NMS to measure transmit characteristics.
Troubleshooting Steps This state should only occur if someone at the NMS has initiated a transmit test
for the terminal. Escalate to determine why the terminal is under test?
State Code 12.1.5

State Code Text Transmission TFIX (test mode) in progress
Severity Marginal
Description The terminal is currently executing a TFIX transmission test. This should
never occur in operational mode.
Troubleshooting Steps This state should only occur for internal development and test scenarios.
Forcing to the fallback image may correct, but this should likely be escalated if
it is ever observed.
State Code 12.1.6

State Code Text UPP encountered an underrun error
Severity Error
Description (Note: This is only applicable to the HT1100 terminal). The UPP firmware
processor has received an underrun error from the transmit hardware (TXHA).
Troubleshooting Steps This is an unrecoverable state and the terminal should automatically reboot
after 10 seconds in this state. The terminal reset log (reset.csv) will show the
appropriate reboot reason.
State Code 12.1.7

State Code Text UPP encountered an error scheduling bursts after SWP response
Severity Error

processor has received an error from the transmit hardware (TXHA) after
scheduling bursts for transmission.
State Code 12.1.8

State Code Text UPP encountered an TXHA FEC stuck error
Severity Error
processor has received an FEC stuck error from the transmit hardware
(TXHA). This may occur if the number of bytes sent to the TXHA for
transmission is incorrect.
State Code 12.1.9

State Code Text Transmission error rate is high
Severity Marginal
Description The terminal is currently experiencing a high (stream) inroute error rate. The
inroute error rate is calculated over the last 15 minutes and compared against a
configurable error threshold – the default error threshold is a 5.00% stream
error rate.
Troubleshooting Steps This state code may occur if the terminal is experiencing severe weather
conditions which are impacting the terminal’s transmit capability.
If the elevated transmit error rate is not due to weather, then the state code
should be monitored for a few minutes (e.g. 5 minutes). If the state code
persists for more than a few minutes, then re-ranging the terminal (ranging
should only be done under clear sky conditions) should resolve the issue.
If the terminal is re-ranged, then monitor the recent stream error rate (under the
UplinkSummary link) for a few minutes. If the stream error rate does not
start to decrease after re-ranging, then a truck roll may be considered (consult
the various Site Diagnostic tools available).
State Code 12.1.10

State Code Text Calibration files are missing or invalid for linear transmitter
Severity Error
Description Linear transmitter requires calibration files ( /fl0/pwrcal.dat for power and
/fl0/celsius.dat for temperature monitor). The statecode indicates either the file
is missing or failed to parse.
Troubleshooting Steps Check if the files are available, and verify the format if available
3.3.2 Downlink

State Code 12.2.1
State Code Text Outroute is not locked
Severity Error
Description In order to transmit, the outroute needs to be locked. In this state, the outroute
is not locked.
Troubleshooting Steps This should not be the system state code, as a lower state code (e.g. the
Downlink 11.x.x) should be set. Troubleshoot according to the system state
code.
State Code 12.2.2

State Code Text FLL is not locked
Severity Error
Description In order to transmit, the Frequency Locked Loop (FLL) needs to be locked. In
this state, the FLL is not locked.
Troubleshooting Steps This should not be the system state code, as the Downlink state code 11.3.1
should be set as the system state code. Troubleshoot according to the system
state code.
3.3.3 Timing
State Code 12.3.1

State Code Text Not receiving timing packets
Severity Error
Description The terminal is not receiving SuperFrame Numbering Packets (SFNP) timing
packets. The SFNP packets provide timing synchronization information to the
terminals.
Troubleshooting Steps This typically occurs if the Timing Synchronization Application (TSA) is not
running at the Gateway. A few things to check include:
1. Verify that the outroute SQF is adequate. An SQF in the 30s may
result in timing packets being lost.
2. If the SQF is adequate, determine if the terminal is receiving any

control messages. HomeSystem StatusWAN InfoControl
Packets Received
3. If the terminal is not receiving any control packets, then this may be a
Gateway issue or a local terminal outroute issue. Try rebooting the
terminal to see if the problem persists.
4. If the terminal is receiving some control messages, then the

UplinkControl MsgsMessages link on the Advanced LUI can be
examined to determine if only SFNP packet are not being received. If
SFNP messages are not received, but other messages (e.g. IGDP, BAP)
are, then should escalate to determine if TSA is running.
State Code 12.3.2

State Code Text Invalid timing packet information
Severity Error
Description The terminal is receiving SuperFrame Numbering Packets (SFNP) timing
packets, but the information in the packet is deemed incorrect.
Troubleshooting Steps This typically points to a TSA issue at the Gateway. The
UplinkTimingSFNP Info or UplinkTimingSFNP History links on the
Advanced LUI could be analyzed to determine which field is wrong.
Recommend escalation.
This may also occur if there is a problem at the terminal, for example - timing
packets are delayed due to heavy load on the terminal. In this situation, the
terminal will clear its existing timing information and wait to get updated
SFNP timing packets. Reducing the packet load on the terminal may resolve
this problem.
State Code 12.3.3

State Code Text Clock synchronization error
Severity Error
Description (Note: This is only applicable to the HT1000 terminal). The HT1000 terminal
has two (2) clock circuits that need to be synchronized in order to establish
timing synchronization. If these clocks are not in sync, the terminal will not
transmit.
Troubleshooting Steps This may occur under very low outroute signal quality conditions (e.g. low
30s) where one of the clocks circuits may reset. If the SQF is very low, then
check for truck roll needed or if weather condition, wait until weather passes.
If the outroute signal strength is good and this problem is persistent, then
escalate. An RMA of the terminal may be needed.
This may also occur if there is a problem at the terminal, for example - timing
packets are delayed due to heavy load on the terminal. In this situation, the
terminal will clear its existing timing information and wait to get updated
SFNP timing packets. Reducing the packet load on the terminal may resolve
this problem.
State Code 12.3.4

State Code Text Timing adjustment needed
Severity Error/Marginal
Description Occasionally the terminal needs to make large timing adjustments under which
it should not transmit. This typically only is required when the terminal if first
powered on.
Troubleshooting Steps If this problem occurs outside of the terminal startup, then this problem should
be monitored/trended to see if it is localized to a single terminal. Outroute
and/or Gateway wide occurrence of this state code may point to a TSA issue.
If this is localized to a single terminal, then try rebooting the terminal. If the
problem persists, escalate.

3.3.4 Group Selection
State Code 12.4.1

State Code Text Not receiving inroute group definition packets.
Severity Error
Description The terminal is not receiving Inroute Group Definition Packets (IGDP). The
IGDP packets provide inroute information to the terminals.
Troubleshooting Steps This typically occurs if the Inroute Group Manager (IGM) is not running at the
Gateway or if the IGM is unable to synchronize with the TSA. A few things to
check include:
result in IGDPs being lost.

Packets Received

examined to determine if IGDP packets are not being received. If
IGDP messages are not received, but TSA messages are, then should
escalate to determine if IGM is running.
State Code 12.4.2

State Code Text Unable to select a valid inroute group
Severity Error
Description The terminal was not able to select an inroute group for some reason.
Troubleshooting Steps This state code is a generic ‘catch all’ state code that is set if the terminal was
not able to select an inroute group for one of the other defined reasons (See
subsequent state codes in the Group Selection function).
Re-ranging the terminal may get it out of this state. If not, then try rebooting
the terminal. If the problems persists, escalate.
State Code 12.4.3

State Code Text No transmit frequencies defined
Severity Error
Description The terminal was not able to select an inroute group because all advertised
inroute groups do not have inroutes associated with them
Troubleshooting Steps Hopefully this state code will never appear. This is a severe configuration
error at the NMS/Gateway where the inroute groups do not have any inroute
frequencies associated. Need to escalate.

State Code 12.4.4
State Code Text Unable to select inroute group due to no Bootstrap Aloha metric
Severity Error
Description The terminal needs to transmit a Bootstrap Aloha burst, but not inroute groups
at the selected rate are providing Bootstrap Aloha bursts.
Troubleshooting Steps This is a configuration issue at the NMS/IGM. Note down the current rate the
terminal is operating at and escalate.
State Code 12.4.5

State Code Text Unable to select inroute group due to no Ranging metric
Severity Error
Description The terminal needs to range, but not inroute groups at the selected rate are
providing ranging bandwidth.
Troubleshooting Steps This is a configuration issue at the NMS/IGM. Note down the current rate the
terminal is operating at and escalate.
State Code 12.4.6

State Code Text Unable to select inroute group due to no User Load metric
Severity Error
Description The terminal needs to go active to transmit, but there is no bandwidth available
on any inroute group at the current rate.
Troubleshooting Steps This state may occur under very heavy load on the inroute, decreased capacity
(e.g. an IGM has gone down), or under-provisioning at a particular symbol
rate. If this is not a temporary condition, then should escalate.
3.3.5 Rate Selection
State Code 12.5.1

State Code Text Failed to successfully range any rate
Severity Error
Description The terminal has failed to successfully range at any rate in the network,
including the most robust rate of 512k ½.
Troubleshooting Steps This state code indicates that the terminal was not able to meet the minimum
Es/No any rate in the system, including the most robust rate. Ranging typically
only occurs at installation time and the installer should not leave the site if the
terminal is in this state code.
Re-ranging the terminal may resolve this problem. It may take repeated re-
ranging attempts if the terminal is near the minimum threshold. A truck roll
may be required to resolve this issue.
State Code 12.5.2

State Code Text Failed to successfully range all available rates
Severity Error
Description The terminal has failed to successfully range at any rate in the AIS Trajectory
Table.
Troubleshooting Steps This state code will typically not occur as all AIS Trajectory Tables should
include the most robust rate (512k ½).
Re-ranging the terminal may resolve this problem. It may take repeated re-
ranging attempts if the terminal is near the minimum threshold. A truck roll
may be required to resolve this issue.
State Code 12.5.3

State Code Text No inroute groups available at successfully ranged rates
Severity Error
Description The terminal has successfully ranged some rates, but there are no inroute
groups available that support these rates.
Troubleshooting Steps This state code will typically not occur as inroute groups should be available at
all symbol rates.
Re-ranging the terminal may resolve this problem.
This may need to be escalated if there are symbol rates that have not inroute
groups available.
State Code 12.5.4

State Code Text No supported rates available in the network
Severity Error
Description The terminal is configured with an AIS Trajectory table that does not match
any of the rates currently available in the network.
Troubleshooting Steps This is highly unlikely to occur as all (symbol) rates should always be
available in the network.
If possible (unlikely), verify the AIS Trajectory Table on the terminal from the
Advanced LUI to ensure that the table includes rates currently available in the
network.
Also verify from the associated Gateway that Inroute Groups are available for
each symbol rate. If the problem persists, reboot the terminal. If still
unresolved, escalate.
State Code 12.5.5

State Code Text Adaptive Inroute Selection (AIS) is not enabled
Severity Marginal
Description The terminal is operational, but the AIS feature is not enabled.
Troubleshooting Steps The AIS feature allows the terminal to adjust its transmit power and rate
selection based on outroute fade and transmit power feedback messages.
This state code indicates that the feature is not enabled. The AIS feature
should be enabled after the terminal registers. Re-Registering the terminal
should get the proper configuration to the terminal.

State Code 12.5.6
State Code Text Lowest Symcod in the AIS Trajectory Table selected
Severity Marginal
Description The terminal is operational, but is operating at the lowest Symcod (Symbol and
Coding rate)
Troubleshooting Steps The AIS feature allows the terminal to adjust its transmit power and rate
selection based on outroute fade and transmit power feedback messages.
This state code indicates that the terminal is operating at the most robust rate
(512k ½) in the AIS trajectory table. This may impact the upload throughput
of the terminal. This state would be expected if the terminal was experiencing
weather conditions.
If there are no weather conditions at the terminal or associated Gateway, then

re-ranging the terminal may resolve this state. If the state persists, then a truck
roll may be warranted if indicated by the SDT.
3.3.6 Bandwidth
State Code 12.6.1

State Code Text Not receiving bandwidth allocation packets
Severity Error
Description The terminal is not receiving Bandwidth Allocation Packets (BAP). The BAP
packets provide inroute bandwidth information to the terminals.
Troubleshooting Steps This state code will typically not be seen, as the 12.4.1 state code (No
receiving inroute group definitions packets) will be displayed if the IGM is not
running. A few things to check include:
result in BAPs being lost.

Packets Received

examined to determine if BAP packets are not being received. If BAP
messages are not received, but TSA messages and IGDP messages are,
then should escalate to determine if there is an IGM problem.
State Code 12.6.2

State Code Text No bandwidth allocation information available
Severity Error

Description The terminal is receiving Bandwidth Allocation Packets (BAP), but the BAPs
are arriving too late or too early to be used.
Troubleshooting Steps This state code is typically transient if observed at all. If this state code is
persistent, then there are two likely causes:
1. If this is just occurring on one terminal, the frame number

synchronization between the terminal and Gateway is off. Rebooting
the terminal should resolve the issue.
2. If there is a trend across numerous terminals on a beam, then there is

likely a frame number synchronization at the Gateway between the
IGM and TSA components – need to escalate.
State Code 12.6.3

State Code Text No Aloha allocation information available
Severity Error
Description The terminal is receiving Bandwidth Allocation Packets (BAP), but there are
no Aloha allocations in the BAP.
Troubleshooting Steps This is an IGM configuration issue. Note that current inroute group and
escalate.
State Code 12.6.4

State Code Text No Bootstrap Aloha allocation information available
Severity Error
Description The terminal is receiving Bandwidth Allocation Packets (BAP), but there are
no Bootstrap Aloha allocations in the BAP.
Troubleshooting Steps This is an IGM configuration issue. Note that current inroute group and
escalate.
3.3.7 Aloha
State Code 12.7.1

State Code Text Aloha transmission is unsuccessful
Description The terminal is transmitting a (small aperture) Aloha burst, but is not receiving
an acknowledgement from the Gateway that the Aloha burst was received.

Troubleshooting Steps This state code is difficult to troubleshoot. In the HN (Ku) system, this state
code was known as ‘Tx Code 10’. If the Site Diagnostic Tool does not indicate
that a truck roll is needed, then the following troubleshooting steps can be
tried:
1. If this problem is due to a timing issue, the problem may resolve itself
within a few (e.g. 5) minutes as the terminal will try a Bootstrap Aloha
transmission after some configurable number of (small aperture) Aloha
transmissions.
2. If the problem is due to a power control or attenuation issue, then re-

ranging the terminal may resolve the problem. The ranging process
established the correct power setting/attenuation for each rate
3. Note the inroute group the terminal is on and see if there is a trend in
12.7.1 problems. Overloading of the Aloha bursts may cause this
problem.
If the problem persists, escalate. A truck-roll may be required. [Ideally, we

would have the terminal transmit a CW test carrier to determine if the terminal
is able to successfully transmit at all]
State Code 12.7.2

State Code Text Bootstrap Aloha transmission is unsuccessful
Description The terminal is transmitting a (large aperture) Aloha burst, but is not receiving
an acknowledgement from the Gateway that the Aloha burst was received.

Troubleshooting Steps This state code is difficult to troubleshoot. In the HN (Ku) system, this state
code was known as ‘Tx Code 13’. This state code is essentially the same as
12.7.1; however, the terminal is attempting to transmit a Bootstrap Aloha burst
which utilizes a larger aperture to alleviate potential timing issues.
If the Site Diagnostic Tool does not indicate that a truck roll is needed, then the
following troubleshooting steps can be tried:
1. If this problem is due to a timing issue, one possible (but unlikely)

issue is that the terminal latitude/longitude has not been entered
correctly. [What is the best way for a Tier 1 agent to verify that
lat/long of the terminal?]
2. If the problem is due to a power control or attenuation issue, then re-

ranging the terminal may resolve the problem. The ranging process
established the correct power setting/attenuation for each rate
3. Note the inroute group the terminal is on and see if there is a trend in
12.7.2 problems. Overloading of the Aloha bursts may cause this
problem.
4. If this problem is occurring during installation, verify the following:
a. The ‘DAPT’ tool should not be connected. If the DAPT is

present, power off the terminal, disconnect the DAPT, and
power on the terminal.
b. Confirm that the location (latitude and longitude) of the

terminal has been entered correctly. Even a location a few
miles away can cause timing issues that will lead to this state
code.
If the problem persists, escalate. A truck-roll may be required. [Ideally, we

would have the terminal transmit a CW test carrier to determine if the terminal
is able to successfully transmit at all]
3.3.8 Ranging
State Code 12.8.1

State Code Text Requesting ranging
Severity Marginal
Description The terminal is requesting a ranging session from the Gateway.

Troubleshooting Steps A terminal ranges when it is first installed and potentially at other times to re-
baseline its power settings. The ranging process should only take about one (1)
minute for each rate that is ranged.
If the terminal seems to be stuck in the 12.8.1 state, then rebooting the terminal
may resolve the issue. [May want to consult the UplinkRangingSummary
link on the Advanced LUI to see a summary of rates that have been ranged,
determine if ranging is in progress, etc.]
State Code 12.8.2

State Code Text Computing ranging values
Severity Marginal
Description The terminal is currently executing the ranging process and computing the
power setting values based on feedback from the Gateway.
State Code 12.8.3

State Code Text Sending ranging results
Severity Marginal
Description The terminal has completed ranging for this rate and is sent ranging results to
the Gateway.
3.3.9 CLPC (Closed Loop Power Control)
State Code 12.9.1

State Code Text Not receiving inroute power feedback packets
Severity Error
Description The terminal is not receiving Inroute Power Feedback Packets (IPFP). The
IPFP packets provide inroute Es/No power information to the terminals. They
are also used to determine Stream ACK/NAK counts.

Troubleshooting Steps This state code will typically not be seen, as the 12.4.1 state code (No
receiving inroute group definitions packets) will be displayed if the IGM is not
running. A few things to check include:
result in IPFPs being lost.

Packets Received

examined to determine if IPFP packets are not being received. If IPFP
messages are not received, but TSA messages and IGDP messages are,
then should escalate to determine if there is an IGM problem.

3.4 LAN State Codes
The LAN state codes indicate any issues or warnings with the LAN functionality of the terminal.
All LAN state codes start with 13.
There are 2 functional areas monitored for the LAN:
 LAN Cable – LAN cable connectivity to the terminal. Functional code is 1

 LAN Packet – LAN packets received. Functional code is 2
3.4.1 LAN Cable
State Code 13.1.1

State Code Text LAN cable is not attached
Severity Error
Description The terminal has not detected a LAN cable connected to the LAN port on the
back of the terminal.
Troubleshooting Steps Verify that a LAN cable on one end is connected to the LAN port on the back of
the modem and other end to a computer. If router is connected to the modem,
bypass the router and connect a computer/PC directly to the modem.
If the customer does not have a computer/PC with a Ethernet port and has only a
WiFi router, then perform the following steps with the router.
If the problem persists, try the following steps:

1. Reconnect the LAN cable. Wait for around 60 secs. If problem
persists, proceed to the next step.
2. Use different LAN Cable. Wait for around 60 secs. If problem
3. Reboot the computer/PC/Router connected to the modem. If problem
4. Reboot the modem. Wait for around 3 minutes. If problem persists,
proceed to the next step.
5. Escalate to gather more data from the modem to determine if the
modem LAN port is not functioning.
If the customer
3.4.2 LAN Packets
State Code 13.2.1

State Code Text Packet NOT received from LAN interface
Severity Marginal
Description Packets Not received from LAN interface for the past ‘n’ [configurable :
default 600 secs] seconds. As soon as a packet is received from the LAN
interface, this statecode will be cleared.
bypass the router and connect a computer/PC directly to the terminal.
If the problem persists, try following steps:

1. Reconnect the LAN cable. Wait for around 60 secs. On computer
browser, try connecting to www.systemcontrolcenter.com. If problem
2. Reboot the terminal. Wait for around 3 minutes. On computer browser,
try connecting to www.systemcontrolcenter.com.If problem persists,
3. Escalate to gather more data from the terminal and the computer to
determine if the LAN network is configured correctly.

State Code 13.2.2
State Code Text Packet(s) to internet NOT received from LAN interface.
Severity Marginal
Description Packets to internet Not received from LAN interface for the past ‘n’
[configurable : default 600 secs] seconds. As soon as a packet is received, this
statecode will be cleared.

1. Reconnect the LAN cable. Wait for around 60 secs. Issue “ping
8.8.8.8” again to generate internet traffic. . If problem persists, proceed
to the next step.
2. Reboot the computer/PC. Wait for around 3 minutes. Issue “ping
8.8.8.8” again to generate internet traffic. . If problem persists, proceed
to the next step.
3. Reboot the modem. Wait for around 3 minutes. Issue “ping 8.8.8.8”
again to generate internet traffic. . If problem persists, proceed to the
next step.
4. Escalate to gather more data from the modem and the computer to
1. Reconnect the LAN cable. Wait for around 60 secs. From the device
[connected to the WiFi] browser, try connecting to www.goolge.com
next step.
2. Reboot the router. Wait for around 3 minutes From the device
[connected to the WiFi] browser, try connecting to www.google.com
next step.
3. Reboot the device. Wait for around 3 minutes From the device
next step.
4. Reboot the modem. Wait for around 3 minutes. From the device
next step.

State Code 13.2.3
State Code Text Packet(s) received from Unauthorized subnet
Severity Marginal
Description The modem receiving packets from unauthorized subnet in last ‘n’ seconds
[default : 60 seconds]. Most possibly because the router/computer attached to
the modem has not obtained via DHCP new address after a possible re-
association.

2. Reboot the computer/PC/router. Wait for around 3 minutes. If problem

State Code 13.2.4
State Code Text Packet(s) received from Default Subnet.
Severity Marginal
Description Packets detained for internet received from Default subnet in last ‘n’
[configurable : default 60 secs] seconds.

2. Reboot the computer/PC/router. Wait for around 3 minutes. If problem

3.5 SYSINFO State codes
State Code 20.1.1

State Code Text Not receiving Management Router Advertisement (MRA) messages
Severity Marginal / Error
Description The reason for not receiving this message are
 Management IPGW (s) is/are not operational.
 Terminal Out route not receiving multicast messages
o Satellite gateway configuration issues.
Management Router advertisement system information message is sent

periodically from the Management IPGW. This message contains the WAN &
MGMT plane IPv6 prefix information. If this message is not received at all
[since the terminal startup] then the terminal will wait for this message before
proceeding to setup any L3/L4 functions. If the terminal has received the MRA
in the past but is not currently receiving then the terminal will continue to use
the IPv6 prefix information from the previously received message. If the
message is not received because of problem with management IPGW,
management plane messages [i.e. SDL, SBC etc.] may not reach the intended
server/host at the Gateway. The data plane might still work normally if the
terminal has associated (previously) with a data IPGW.
Troubleshooting Steps This state code will typically be seen when
1. Terminal Out route is not operational (i.e.) SQF is not adequate
[consult the Downlink->Summary on the advanced LUI to diagnose
the Downlink issues: in this case this state code will be in shown as
main cause of the terminal].
2. If the outroute is operational, then check if the terminal is not receiving
any data packets. HomeSystem StatusWAN InfoData Packets
Received
3. If the terminal is not receiving any data packets, then this may be a
If the terminal is receiving some data packets, then the DownlinkMac Stats
link on the Advanced LUI can be examined to determine if Broadcast packets
are not being received. If Broadcast packets are received, then should escalate
to determine if there is a Management Gateway problem.
State Code 20.2.1

State Code Text Not receiving Management System (MS) Information messages
Severity Marginal

 SDL server(s) is/are not operational

 Routing issues between SDL server and the Management IPGW
Management Services system information message is sent periodically from

the SDL server at the gateway. This message contains the address and status
information of SDL Server, & Statistics Server. If this message is not received,
the terminal might still be fully operation (as far as the data plane operations
are concerned), but the SDL or the statistics upload operations will not be
functional.
Received
to determine if there is a Management Gateway or SDL server problem.
3.6 ASSOCIATION State Codes
State Code 22.1.1

State Code Text System Assigned Identifier (SAI) is not available
Severity Marginal / Error
Description Association can’t occur until the terminal has registered and received a System
Assigned Identifier (SAI).
Troubleshooting Steps Complete registration of the terminal.
State Code 21.1.2

State Code Text Not receiving Management Router Advertisement (MRA) messages
Severity Error


Management Router advertisement system information message is sent

periodically from the Management IPGW. This message contains the WAN &
MGMT plane IPv6 prefix information. If this message is not received the
terminal cannot associate with IPGW. [Refer to 20.1.1].
[consult the Downlink->Summary on the advance LUI to diagnose the
Downlink issues: in this case this state code will be in shown as main
cause of the terminal].
Received
to determine if there is a Management Gateway problem.
State Code 21.1.3

State Code Text All Association requests rejected, entering Backoff State.
Severity Error
Description Reason for the terminal getting into this state is:
 all IPGWs in the IPGW pool are maximally loaded
The terminal enters the back-off period due to being rejected by all IPGWs in
the IPGW pool due to a transitory reject reason. In order to reduce the amount
of traffic from terminals that are being rejected, the terminal goes into this
longer back-off period before attempting to re-associate. The terminal stays in
this back-off state until the expiry of the back-off timer. At that time, the
terminal transitions back into the Selecting IPGW state and attempts to
associate with IPGWs in the pool.
Troubleshooting Steps This state code will typically be seen when all the IPGWs in the IPGW pool
are heavily loaded, should escalate this problem to determine the reason for the
heavy IPGW load.
State Code 21.1.4

State Code Text Creating Data IPGW Pool
Severity Marginal

Description This is the initial state in which a terminal starts (e.g., after reboot). The
terminal can also enter this state for one of the following reasons:
 the terminal returns after an outage of the outroute or outroute stream
either due to a long lasting transmission impairment or a Gateway
component failure that is not quickly recovered
 the pool size of IPGWs against which the terminal matches goes to the
empty set
 the configuration of the terminal changes with respect to one of the
matching parameters in which case the terminal must determine a new
pool using different matching criteria.
Troubleshooting Steps This state code will not be typically seen as it is a transitory state code. If the
terminal persists in this state code for a long period of time, few things to
check:
Received
4. If the terminal is receiving some data packets, then the
DownlinkMac Stats link on the Advanced LUI can be examined to
determine if Broadcast packets are not being received. If Broadcast
packets are received, then should escalate to determine if there is a
data IPGW problem.
State Code 21.1.5

State Code Text Associating with Data IPGW
Severity Marginal
Description Once the terminal has selected a candidate Data IPGW and sent an Association
Request, the terminal awaits a response in the Associating state. The terminal
enters the Associating state from the Selecting IPGW state.
The terminal leaves the Associating state upon
 Receiving an Association Accept upon which it transitions to the
Terminal Associated state
 Receiving an Association Reject or timing out after no response to
multiple Association Requests upon which it transitions to Selecting
IPGW state
 Having attempted all IPGWs in the Pool and not receiving an
Association Accept upon which the terminal enters the Backoff state.

check:
1. Terminal Inroute is not operational. Consult the Uplink->Summary on
the advance LUI to diagnose the uplink issues: in this case this state
code will be in shown as main cause of the terminal].
2. If the inroute is operational, then check if the terminal is not sending
any data packets. HomeSystem StatusWAN Info Packets
transmitted.
3. If the terminal is not sending any data packets, then this may be a local
terminal inroute issue. Try rebooting the terminal to see if the
problem persists.
If the terminal is sending some data packets, should escalate to determine if
there is a data IPGW / IGM problem.
State Code 21.2.1

State Code Text Creating Wall Garden IPGW Pool
Severity Marginal
Description
Terminal starts creating Wall Garden IPGW pool under following conditions:
 If the terminal is rejected by more than one Data IPGW with a
fundamental reject code, it starts creating Wall Garden IPGW pool
where it can access customer care pages and basic services until the
problem can be corrected. The Fundamental reject reasons are
o Rejection due to signature mismatch
o Rejection due to not supported service parameters
o Rejection due to suspended state mismatch
 During terminal registration process (before activation).
 If the terminal has been rejected (transitory) by all Data IPGWs in the
pool (e.g., due to abnormally high loading), the terminal enters the
Backoff state more than once. The transitory rejection reasons are:
o Reject due to candidate IPGW changing to a non-active state
o Reject due to loading of candidate IPGW
o Reject due to running out of IP Subnets to allocate to the
terminal.

check:
Received
to determine if there is a data IPGW problem.
State Code 21.2.2

State Code Text Associating with Wall Garden IPGW
Severity Marginal
Description Once the terminal has selected a candidate Wall Garden IPGW and sent an
Association Request, the terminal awaits a response in the Associating state.
The terminal enters the Associating state from the Selecting IPGW state.
The terminal leaves the Associating state upon
 Receiving an Association Accept upon which it transitions to the
Terminal Associated state
 Receiving an Association Reject or timing out after no response to
multiple Association Requests upon which it transitions to Selecting
IPGW state.
check:
1. Terminal Inroute is not operational. consult the Uplink->Summary on
the advance LUI to diagnose the uplink issues: in this case this state
code will be in shown as main cause of the terminal].
2. If the inroute is operational, then check if the terminal is not sending
any data packets. HomeSystem StatusWAN Info Packets
transmitted.
3. If the terminal is not sending any data packets, then this may be a local
terminal inroute issue. Try rebooting the terminal to see if the
problem persists.
If the terminal is sending some data packets, should escalate to determine if
there is a data IPGW / IGM problem.
State Code 21.2.3

State Code Text Associated with Walled Garden IPGW for an Unknown Reason.
Severity Marginal
Description
The terminal has associated with the Wall Garden for an unknown reason.
Troubleshooting Steps This state code should not occur. Escalate if observed.
State Code 21.2.4

State Code Text Associated with Wall Garden IPGW for Terminal Activation.
Severity Marginal
Description
The terminal has associated with the Wall Garden while waiting for the
terminal activation (after successful registration).
The installer explicitly requests Terminal service activation or re-activation by
clicking on the Terminal Service activation link on the Terminal Web UI.
The installer enters the SAN and PIN on the BSS screen based upon the copy
of the work order provided to the installer and BSS validates these values. The
SAN is used to associate the given terminal hardware identified by its ESN
with the customer’s account and billing information already be provided as
part of their original service order creation. The PIN acts as a password for
service orders to ensure authorization to perform the given service order
installation and Terminal service activation
Troubleshooting Steps This state code is typically seen during the terminal activation after associating
with the wall garden IPGW during registration & activation phase of the
terminal.
State Code 21.2.5

State Code Text Associated with Wall Garden IPGW for Service Activation.
Severity Marginal
Description
The terminal has associated with the Wall Garden while waiting for the
customer service activation (after successful installer activation).
The Customer Service activation steps beyond activating the Terminal service
includes activating e-mail services, presenting the customer with the Terms
and Conditions of the service, and offering to up-sell the customer on various
value-added services.
Troubleshooting Steps This state code is typically seen during the terminal activation after associating
with the wall garden IPGW during registration & activation phase of the
terminal. This is state code is displayed after the terminal activation, but before
the service activation.
State Code 21.2.6

State Code Text Associated with Wall Garden IPGW due to Empty Data IPGW pool.
Severity Marginal

Description
This situation can happen because :
 All suitable DATA IPGWs are inactive
 All suitable DATA IPGWs are overloaded.
 The terminals Service profile does not match with any of the active
Data IPGW
The terminal will automatically revert back to the Data IPGW as when a
suitable DATA IPGW is available.
Troubleshooting Steps This state code is typically seen when an activated terminal is associated with a
Wall Garden IPGW because of unavailability of Data IPGW to associate with.
Should escalate to determine if there is a gateway problem.
State Code 21.2.7

State Code Text Associated with Wall Garden IPGW due to Signature mismatch.
Severity Marginal
Description
The terminal has associated with the Wall Garden because of signature
mismatch of its Service Parameter Information with the DATA IPGW
To prevent a security loophole where the information could be modified, the
terminal Service Parameter Information is protected from tampering by
requiring the terminal to provide a signature along with the Service
Information to the IPGW. This signature is a hash of the Service Parameter
Information, the terminal’s device ID and is provided to the terminal along
with the Service Parameter Information. The cryptographic key used to
compute the signature itself is not configured at the terminal; the signature is
computed by the NOC and passed to the terminal. Each IPGW that can receive
an Association message is configured with the cryptographic key that it uses to
compute a signature from the Service Parameter Information received from a
terminal and compare it with the signature supplied by the terminal. If the two
do not match, IPGW rejects the association request from the terminal.
Wall Garden IPGW because of service signature mismatch, few things to
check.
1. This might be the result of the inconsistency in the service
configuration between the terminal and Data IPGWs.
2. Unauthorized modification of service parameter.
Should escalate to determine if there is a gateway problem, or unauthorized

tampering of the service parameter.

State Code 21.2.8
State Code Text Associated with Wall Garden IPGW due to Data IPGW Load Error
Severity Marginal
Description
The terminal has associated with the Wall Garden because the all data IPGWs
rejected association requests due IPGWs exceeding the threshold load
condition (DATA IPGW overload)
Troubleshooting Steps This state code will typically be seen when all the IPGWs in the IPGW pool
are heavily loaded, should escalate this problem to determine the reason for the
heavy IPGW load.
State Code 21.2.9

State Code Text Associated with Wall Garden IPGW due to Service Mismatch
Severity Marginal
Description The terminal associated with the Wall Garden because it is rejected by all the
DATA IPGWs. This situation can happen because the terminal is not
configured with appropriate mandatory service parameters for associating with
Data IPGW. This situation can only be resolved by re-configuring the terminal
with the required Service parameters
Wall Garden IPGW because of service code mismatch. This might be the result
of the inconsistency in the service configuration between the terminal and Data
IPGWs. This situation can only be resolved by re-configuring the terminal with
the required Service parameters.
State Code 21.2.10

State Code Text Associated with Wall Garden IPGW due to connectivity failure.
Severity Marginal
Description This condition happens when the terminal is not able to associate with any of
the candidate data IPGW in its pool, due to association timeout. The most
likely cause is the connectivity problem (uplink/downlink) between the
terminal and Data IPGW(s).
Wall Garden IPGW because of unavailability of data IPGW, should escalate
this problem to determine the reason for the un-reachability data IPGW.
State Code 21.2.11

State Code Text Associated with Wall Garden IPGW due to Billing suspension.
Severity Marginal
Description This condition happens when the customer has not paid his bills and the
terminal operational state is configured to “Billing Suspension”.
Wall Garden IPGW because of non-payment of service dues.

State Code 21.2.12
State Code Text Associated with Wall Garden IPGW due to Seasonal suspension.
Severity Marginal
Description This condition happens when the terminal operational state is configured to
“Seasonal Suspension”, most likely per customer request, when customer is not
going to use the service for some time.
Wall Garden IPGW because due to customer request for seasonal suspension.
State Code 21.2.13

State Code Text Associated with Wall Garden IPGW due to Quality Assurance Test
Severity Marginal
Description This condition happens when the terminal operational state is configured to
“Product Assurance Test”.
Troubleshooting Steps This state code is typically seen on terminals configured for Product
qualification test mode.

3.7 SBC State Codes
The SBC state codes indicate any issues during the installation and commissioning process as well as
indicate progress.
All SBC state codes start with 22.
There are three (3) functional areas in SBC:
 Input – Stage where input parameters (e.g. terminal location) are provided. Functional code is 1
 Pointing – Stage where antenna pointing occurs. Functional code is 2
 Registration – Stage where terminal ranges, registers, activates, and obtains configuration.
Functional code is 3
3.7.1 Input
State Code 22.1.1

State Code Text Waiting for installation parameters or terminal swap information
Severity Marginal
Description This is the initial state code that will be displayed when SBC is started. At this
stage, the terminal is waiting for the installer to provide the terminal location
(latitude / longitude). In the case of a swapped terminal, the terminal will wait
to receive a swap information message over the outroute.
Troubleshooting Steps For a new installation, enter the terminal location and choose a satellite. For
swapped terminals, wait a few minutes to receive a swap information message.
State Code 22.1.10

State Code Text SBC configuration file is invalid or not found
Severity Error
Description The SBC file is either not present on the terminal or is invalid/corrupt.
Troubleshooting Steps If possible, upload the SBC file to the terminal. If not, replace with another
IDU.
State Code 22.1.11

State Code Text Hardware configuration file is invalid or not found
Severity Error
Description The hardware configuration file for the terminal, which is provided during
manufacture, is either not present or is invalid/corrupt.
Troubleshooting Steps Replace with another IDU and RMA the original IDU.
State Code 22.1.12

State Code Text Unable to select beam based on provided terminal location
Severity Error
Description The beam selection algorithm was unable to select a beam based on the
terminal location.

Troubleshooting Steps Verify that terminal Latitude and Longitude values have been entered
correctly. Also verify that the terminal location is within one of the Jupiter
beams.
3.7.2 Pointing
State Code 22.2.1

State Code Text Pointing In Progress – Outroute not locked
Severity Marginal
Description The terminal is in the Pointing stage of installation and the outroute is currently
not locked.
Troubleshooting Steps No issue as this is a normal state during the pointing stage.
State Code 22.2.2

State Code Text Pointing In Progress – Outroute locked
Severity Marginal
locked.
Troubleshooting Steps No issue as this is a normal state during the pointing stage.
State Code 22.2.3

State Code Text Pointing In Progress – Beam change: Set Radio Polarization to Left Hand
Severity Error
not locked because an ODU polarity change to Left Hand (LH) is required.
Troubleshooting Steps The preliminary beam selection algorithm selected a beam that is either not in
an ‘Active’ state (may be under test) or there are no Active outroutes. To learn
this information, the terminal had initially acquired the outroute and received a
UBIP (User Beam Information Packet) message that provided the beam and
outroute status. From the UBIP message, the terminal has automatically
selected another beam that is Active and this beam is operating at a different
polarity. The current polarity setting is Right Hand but the polarity needs to be
set to Left Hand.
To resolve the issue, the polarity of the ODU must be changed to Left Hand.
State Code 22.2.4

State Code Text Pointing In Progress – Beam change: Set Radio Polarization to Right Hand
Severity Error
not locked because an ODU polarity change to Right Hand (RH) is required.

Troubleshooting Steps The preliminary beam selection algorithm selected a beam that is either not in
an ‘Active’ state (may be under test) or there are no Active outroutes. To learn
this information, the terminal had initially acquired the outroute and received a
UBIP (User Beam Information Packet) message that provided the beam and
outroute status. From the UBIP message, the terminal has automatically
selected another beam that is Active and this beam is operating at a different
polarity. The current polarity setting is Left Hand but the polarity needs to be
set to Right Hand.
To resolve the issue, the polarity of the ODU must be changed to Right Hand.
State Code 22.2.5

State Code Text Pointing In Progress – Outroute locked but not receiving UBIP messages
Severity Error
locked, but UBIP messages are not being received.
Troubleshooting Steps The terminal has acquired the outroute, but UBIP messages are not being
received by the terminal. UBIP messages must be received by the terminal
during the installation process to inform the terminal of Beam and Outroute
state. Escalate to determine if there is a problem at the Gateway where UBIP
messages are not being sent.
State Code 22.2.6

State Code Text Pointing In Progress – Outroute locked but UBIP does not indicate any
available outroutes
Severity Error
locked, but the UBIP message indicates there are no beams or outroutes
available.
Troubleshooting Steps The terminal has acquired the outroute, but the UBIP message indicates that
there are no beams or outroutes available for the given terminal location.
Verify that the terminal location has been entered correctly. If the location is
correct, then escalate to determine if there is an error in the UBIP message or if
there really are no beams/outroutes available.
State Code 22.2.7

State Code Text Pointing In Progress – Outroute locked but Polarization mismatch between sbc
and UBIP
Severity Error
locked, but the UBIP message contents to not match the SBC configuration
file.

Troubleshooting Steps The terminal has acquired the outroute, but the UBIP message contents do not
match the SBC configuration information in regards to the outroute frequency,
polarity, or symbol rate.
If this is only occurring on one terminal, then perhaps the sbc.cfg file on the
terminal is corrupt. In this case, try another IDU.
If this problem is occurring across multiple terminals, then escalate to

determine if the UBIP message is correct.
State Code 22.2.8

State Code Text Pointing In Progress – Outroute locked but Frequency mismatch between sbc
and UBIP
Severity Error
file.

State Code 22.2.9

State Code Text Pointing In Progress – Outroute locked but symbol rate mismatch between sbc
and UBIP
Severity Error
file.

3.7.3 Registration
State Code 22.3.1

State Code Text Ranging In Progress
Severity Marginal

Description The terminal is ranging to establish proper transmit power settings
Troubleshooting Steps None, as the ranging process is expected after antenna pointing has completed.
If the state persists, ensure that the DAPT is not connected in-between the IDU
and ODU.
State Code 22.3.2

State Code Text Registration In Progress
Severity Marginal
Description The terminal is registering with the Gateway/NMS.
Troubleshooting Steps None, as the registration process is expected after the terminal ranges.
If the state persists, ensure that the DAPT is not connected in-between the IDU
and ODU.
State Code 22.3.3

State Code Text Waiting for Configuration
Severity Marginal
Description The terminal is waiting for final configuration.
Troubleshooting Steps If the terminal is in this state for an extended period of time (e.g. more than 10
minutes) the installer may need to call in for assistance. If Terminal Activation
does not go through, the call center may be able to monitor the terminal
activation and possibly inform the installer to re-enter installation parameters.
Verify that Terminal Activation and Service Activation have been completed.
May also want to monitor the SDL process to see if configuration is scheduled
to be sent to the terminal.
This state code means that the terminal is waiting for the initial configuration
following clicking the Terminal Activation Link. In the normal case, the
Terminal Activation Link goes away and the installer can monitor the software
down load and reset, and should see the Service Activation link.
Error scenario 1: The Terminal Activation Link remains present and nothing
appears to be happening. After waiting an additional 5 minutes, the installer
should click the Terminal Activation Link again. If the link goes away and the
software download starts, the installation continues in the normal case. If a
message appears that the Terminal is already activated, the installer should
click reregister to proceed.
Error scenario 2: The Terminal Activation Link goes away but nothing appears
to be happening. After waiting an additional 5 minutes, the installer should
click reregister to proceed.
Error scenario 3: The Terminal Activation screen shows an NMS error code
(e.g., 221). Install support should escalate to the NMC and identify the NMS
error code. (e.g., 221 is an illegal configuration due to a failed change/canceled
order process.)
State Code 22.3.4

State Code Text Associating with network
Severity Marginal
Description The terminal is attempting to associate with a Walled Garden IPGW for
Terminal Activation and Service Activation.
Troubleshooting Steps None, as the terminal must associate with a Walled Garden IPGW in order to
complete the Terminal and Service activation steps.
If the state persists, attempt to verify the following:

 The outroute signal quality (SQF) is good (e.g. > 80)
 The inroute stream error rate (Stream NAK / Stream ACK) is less than
1.0%
 Walled Garden IPGWs are up and available at the Gateway
State Code 22.3.5

State Code Text Terminal Activation stage
Severity Marginal
Description The terminal has associated with a Walled Garden for Terminal Activation.
Troubleshooting Steps None, as the Terminal Activation stage is part of the installation process. The
installer and/or customer should complete the Terminal and Service activation
steps using the associated web pages.
State Code 22.3.10

State Code Text Bad Downlink state
Severity Error
Description The downlink module is in an error state, most likely the outroute is not
locked.
Troubleshooting Steps This SBC state code should only appear once the pointing stage has complete
and the terminal is attempting to register, activate, or obtain configuration.
Most likely the outroute is no longer locked. Determine the current Downlink
state code and troubleshoot according to the Downlink state code.
State Code 22.3.11

State Code Text Unable to transmit successfully to the Gateway
Severity Error
Description The terminal is attempting to transmit a Bootstrap Aloha (large aperture) burst
but is unsuccessful in all transmission attempts.

Troubleshooting Steps This SBC state code should only appear during the Registration stage. Verify
that the terminal location information has been entered correctly. Verify that
the polarity setting is correct on the ODU. Assuming there are no known
Gateway issues, replace the ODU if the problem persists.
This state code is essentially the same as the 12.7.2 state code and can be
diagnosed accordingly. Of particular interest is the following:
a. The ‘DAPT’ tool should not be connected. If the DAPT is

present, power off the terminal, disconnect the DAPT, and
power on the terminal.
b. Confirm that the location (latitude and longitude) of the

terminal has been entered correctly. Even a location a few
miles away can cause timing issues that will lead to this state
code.
State Code 22.3.12

State Code Text Failed to successfully range most robust rate
Severity Error
Description The terminal was unable to meet the minimum Es/No requirements for ranging
at the most robust rate (which is typically 512 ½)
Troubleshooting Steps This SBC state code should only appear during the Registration stage. Verify,
via the outroute signal quality, that the antenna is still pointed well. Verify
cable connections between the IDU and ODU. Force range the terminal again
(Advanced LUI: UplinkRangingForce Range). Replace the ODU if the
problem persists.
State Code 22.3.13

State Code Text Bad Uplink State
Severity Error
Description The Uplink module is in an error state.
Troubleshooting Steps This SBC state code should only appear once the pointing stage has complete
and the terminal is attempting to register, activate, or obtain configuration.
Determine the current Uplink state code and troubleshoot according to the
Uplink state code.
State Code 22.3.14

State Code Text Registration failed because terminal failed to resolve NMS address
Severity Error
Description The terminal is attempting to register with the NMS (Network Management
System), but is unable to resolve the server address using DNS.

Troubleshooting Steps First verify via the Advanced LUI (GeneralSummary) that the terminal is
receiving Management Router Advertisement (MRA) messages. If not, then
escalate indicating the MRA messages are not being sent from the Gateway.
If MRA messages are being received, then there may be a routing issues at the
Gateway between the Management Gateway servers and the DNS servers.
Need to escalate.
Rebooting the terminal will sometimes clear this state if it’s due to an
intermittent terminal issue.
State Code 22.3.15

State Code Text Registration failed because terminal received invalid response from NMS
Severity Error
Description The terminal received a registration response from the NMS that it does not
know how to handle.
Troubleshooting Steps Verify that the software version running on the terminal is up to date. If
terminal software is up to date, attempt to use another IDU. If problem
persists, escalate.
State Code 22.3.16

State Code Text Registration failed because terminal failed to authenticate NMS
Severity Error
Description During the registration process, the NMS authenticates the terminal and the
terminal authenticates the NMS. For this state code, the terminal failed to
authenticate the NMS.
Troubleshooting Steps This state code is highly unlikely to happen, as it indicates an unknown
‘imposter’ NMS. Attempt to use another IDU. If problems persists, escalate.
State Code 22.3.21

State Code Text Registration failed due to invalid terminal serial number
Severity Error
Description During the authentication phase of registration, the NMS was unable to load
the associated encryption key for the terminal.
Troubleshooting Steps This problem may occur if the NMS does not have the keys loaded for the
terminal. Attempt to use another IDU. If the problem persists, escalate.
Note that this problem may occur if an XCI (Barrett) terminal is attempting to
commission on a NAD gateway.
State Code 22.3.22

State Code Text Registration failed due to blacklisted terminal serial number
Severity Error
Description During the authentication phase of registration, the NMS will not authenticate
the terminal because it is on the ‘black list’.
Troubleshooting Steps This problem will occur if terminal is on the ‘black list’ of terminals at the
NMS. The terminal should be returned to Hughes. Attempt to use another IDU.
If the problem persists, escalate.

State Code 22.3.23
State Code Text Registration failed because terminal swap not allowed
Severity Error
Description The terminal is attempting to register as a swap for an existing terminal, but a
‘Swap Allowed’ has not been configured.
Troubleshooting Steps Escalate to determine why a swap is not allowed.
State Code 22.3.24

State Code Text Registration failed because terminal move not allowed
Severity Error
Description The terminal is attempting to (re)register with a different terminal location, but
a ‘Move Allowed’ has not been configured.
Troubleshooting Steps Either correct the terminal location to match the original values or escalate to
determine why a move is not allowed.
State Code 22.3.25

State Code Text Registration failed because registration information was not provided
Severity Error
Description The terminal is attempting to register but a complete set of registration
information is not being sent to the NMS.
Troubleshooting Steps Return to the Input Parameters page and verify that all fields have been
provided. If the problem persists, attempt to use another IDU. If the problem
still persists, escalate.
State Code 22.3.26

State Code Text Registration failed because registration information is invalid
Severity Error
Description The terminal is attempting to register but invalid registration information is
being sent to the NMS.
Troubleshooting Steps Return to the Input Parameters page and verify that all fields have been
provided. If the problem persists, attempt to use another IDU. If the problem
still persists, escalate.
State Code 22.3.27

State Code Text Registration failed because NMS failed to authenticate terminal
Severity Error
Description During the authentication phase of registration, the NMS was unable to
authenticate the terminal.
Troubleshooting Steps This problem may occur if the NMS does not have the correct keys loaded for
the terminal or there is an issue with the master key loaded into the terminal.
Attempt to use another IDU. If the problem persists, escalate.
State Code 22.3.28

State Code Text Registration failed because NMS received simultaneous registration messages
Severity Error
Description The NMS received multiple registration messages from the terminal within the
timeout period.

Troubleshooting Steps This may occur if there are reception or transmission errors between the
terminal and the gateway. This problem should resolve itself within a few
attempts. If the problem persists, escalate.
State Code 22.3.29

State Code Text Registration failed because challenge response timeout
Severity Error
Description During the authentication phase of registration, there was a challenge response
timeout between the terminal and NMS.
attempts. If the problem persists, escalate.
State Code 22.3.30

State Code Text Registration failed because NMS processing failure
Severity Error
Description There is a general processing error at the NMS during registration.
Troubleshooting Steps This problem is typically caused by routing or other configuration issues at the
gateway. If the problem persists, escalate.

3.8 TCP Acceleration (PEP) State Codes
State Code 23.1.1

State Code Text All Backbones are down.
Severity Error
Description This state code is mentioned here for completeness. All backbones are not
initialized only when the terminal is not associated with any IPGW.
Troubleshooting Steps Need to investigate the reason for not associating with any IPGW.
State Code 23.1.2

State Code Text PEP is disabled
Severity Warning
Description The PEP configuration is disabled. User might experience slow browsing /
downloads as a result of this.
Troubleshooting Steps This state code is typically seen when the PEP mode configuration is disabled,
This situation can only be resolved by re-configuring the terminal.
State Code 23.1.3

State Code Text No Classifier rule defined.
Severity Warning
Description No Classifier rule defined. User might experience slow browsing /
downloads as a result of this.
Troubleshooting Steps This state code is typically seen when no classifier rules are defined. This
situation can only be resolved by configuring some classifier rules for the
terminal.
State Code 23.1.4

State Code Text Some Backbones are down.
Severity Marginal
Description This statecode indicates that not all backbones are functional.
attempts.
If the problem persists, try reseting the backbone from the IPGW.
If the problem persists, try re-associating the terminal.
If the problem persists, escalate
State Code 23.1.5

State Code Text Excessive backbone resets received
Severity Marginal
Description This statecode indicates that number of resets received within a specified time
interval [configured: default 60 secs] exceeds the configured threshold value
[default 2]

attempts.
State Code 23.1.6

State Code Text Excessive backbone resets transmitted
Severity Marginal
Description This statecode indicates that number of resets transmitted within a specified
time interval [configured: default 60 secs] exceeds the configured threshold
value [default 2]
attempts.
State Code 23.1.7

State Code Text Excessive PBP Selective Acknowledgements transmitted.
Severity Marginal
Description This statecode indicates that % of PBP SACKs transmitted to IPGW with
respect to the number of packets received from the IPGW within a specified
value [default 2%]
Troubleshooting Steps This may occur if there are reception errors between the terminal and the
gateway. This problem should resolve itself after transmission errors cleared.
If the problem persists and there are no Layer 2 reception [Downlink] errors,
try reseting the backbone from the IPGW.
State Code 23.1.8

State Code Text Excessive PBP Selective Acknowledgements Received.
Severity Marginal
Description This statecode indicates that % of PBP SACKs received from IPGW with
respect to the number of packets transmitted to the IPGW within a specified
value [default 2%]
Troubleshooting Steps This may occur if there are transmission errors between the terminal and the
gateway. This problem should resolve itself after reception errors cleared.
If the problem persists and there are no transmission errors, try reseting the
backbone from the IPGW.

State Code 23.1.9
State Code Text Excessive PBP Zero Window Received.
Severity Marginal
Description This statecode indicates that % of PBP Zero Window received from IPGW
with respect to the number of packets transmitted to the IPGW within a
specified time interval [configured: default 60 secs] exceeds the configured
threshold value [default 1%]
State Code 23.1.10

State Code Text Excessive PBP Zero Window Messages Transmitted.
Severity Marginal
Description This statecode indicates that % of PBP Zero Window transmitted to IPGW
with respect to the number of packets received from the IPGW within a
specified time interval [configured: default 60 secs] exceeds the configured
threshold value [default 1%]
gateway. This problem should resolve itself after reception errors cleared.
State Code 23.1.11

State Code Text Excessive PBP packets retransmitted
Severity Marginal
Description This statecode indicates that % of PBP packets retransmitted to IPGW with
respect to the number of packets transmitted to the IPGW within a specified
value [default 1%]
State Code 23.2.1

State Code Text Excessive Spoofed connection resets
Severity Marginal

Description This statecode indicates that % of Spoofed connection resets received from
IPGW with respect to the number of spoofed connection wiithin a specified
value [default 1%]
Troubleshooting Steps This may occur if there is a momentary resource [memory] in the IPGW this is
should get resolved itself when the resources free up. If it persists for a more
than 10 mins then try resetting the backbone.
This can also happen if the remote host [internet host] is down or not able to
establish the connection or might be down. This problem should resolve itself
when the remote host come up or able to establish connection.
State Code 23.2.2

State Code Text Excessive TCP Selective Acknowledgements transmitted.
Severity Marginal
Description This statecode indicates that % of TCP SACKs transmitted to host(s)
connected to LAN with respect to the number of packets received from the
LAN within a specified time interval [configured: default 60 secs] exceeds the
configured threshold value [default 2%]
Troubleshooting Steps This problem might happen if LAN cable is defective, or the if the remote host
is connected via WiFi connection then wireless environment might be
interferernce prone. Try resetting the router to resolve the issue,.
State Code 23.2.3

State Code Text Excessive TCP Selective Acknowledgements received.
Severity Marginal
Description This statecode indicates that % of TCP SACKs received from host(s)
connected to LAN with respect to the number of packets transmitted to the
State Code 23.2.4

State Code Text Excessive Zero windows received.
Severity Marginal
Description This statecode indicates that % of TCP Zero windows received from host(s)

Troubleshooting Steps This problem might happen if host has run out of the resources where it cannot
handle the rate at which TCP packets are transmitted from the terminal. Try
freeing up memory/resources at the host or reset the host.
State Code 23.2.5

State Code Text Excessive Zero windows Transmitted.
Severity Marginal
Description This statecode indicates that % of TCP Zero windows transmitted to host(s)
connected to LAN with respect to the number of packets received from the
Troubleshooting Steps This problem might happen if the terminal has run out of the resources where it
cannot handle the rate at which TCP packets are received from the host. This
problem should resolve within a short time, if not try reassociating the
terminal.
State Code 23.2.6

State Code Text Excessive TCP packets retransmitted
Severity Marginal
Description This statecode indicates that % of TCP packets retransmitted to host(s)
3.9 FAP State Codes
State Code 24.1.1

State Code Text Download Throttled.
Severity Error
Description Download throughput is throttled.
Troubleshooting Steps This state code is typically displayed when terminals has used all its download
allowance. This situation can be resolved when the customer buys additional
download tokens or after the next refill time.
State Code 24.1.2

State Code Text FAP information not available.
Severity Error
Description Associated IPGW not providing FAP information.
Troubleshooting Steps This state code is displayed when a terminal is associated with a wall garden
IPGW. Consult the association state code (21.x.x.x) to examine the reason for
associating with wall garden IPGW.
3.10 Conditional Access Controller (CAC) State Codes

[Note: CAC state codes are first introduced in the ER3.0 terminal software release]
State Code 25.1.1

State Code Text Current key either not exist or outdated
Severity Marginal
Description The terminal either does not have the ‘Current’ conditional access key or the
Current key version does not match what is announced in the OSDP message.
Troubleshooting Steps The terminal will send a key request to the key dispatch server immediately, if
the current key version (as announced in the OSDP message) is valid (i.e., not
zero).
If the current key is still not received after a number of repeated key requests
(say 10 times), then escalate.
State Code 25.1.2

State Code Text Alternate (Not Current) key either not exist or outdated
Severity Informational
Description The terminal either does not have the next (sometimes referred to as the ‘Not
Current’) conditional access key or the Not Current key version does not match
what is announced in the OSDP message.
Troubleshooting Steps The terminal will send a key request to the key dispatch server, if the Not
Current key version (as announced in the OSDP message) is valid (i.e., not
zero), and the Not Current key request suppress flag is OFF in OSDP message.
Usually, no escalation is required because Not Current key is not affecting the
normal operation for now, until key is switched.
State Code 25.1.3

State Code Text Unable to request key because key server is out of service
Severity Marginal
Description The KDP server is marked as “out of service” in system information which is
delivered from gateway.
Troubleshooting Steps No troubleshooting needed on terminal side. The terminal will not request new
keys until KDP serve is up again.
State Code 25.1.4

State Code Text Encrypted master key is not available
Severity Marginal
Description EEMK is provided in key.txt, which in turn is downloaded from NOC during
terminal commissioning process. If EEM is not in key.txt, or key.txt is empty,
then the terminal commission is failed or never done. Re-install or re-register
will fix the problem. Key request will be suppressed if EEMK is not available
Troubleshooting Steps Reboot terminal, if problem is still there, re-install or re-register
State Code 25.1.5

State Code Text Encrypted master key is bad or corrupted
Severity Marginal

Description EEMK is provided in key.txt, which in turn is downloaded from NOC during
terminal commissioning process. If EEM is not in key.txt, or key.txt is empty,
then the terminal commission is failed or never done. Re-install or re-register
will fix the problem. Key request will be suppressed if EEMK is invalid
Troubleshooting Steps Reboot terminal, if problem is still there, re-install or re-register
State Code 25.1.7

State Code Text Unable to verify key because OSDP is not available or expired
Severity Marginal
Description This happens if the terminal does not receive new OSDP packets (which
contains key version information) within 5 seconds.
Troubleshooting Steps This should not be the system state code if OSDP messages are not being
received. Follow troubleshooting steps for outroute state codes (See 11.2.x
state codes)
State Code 25.1.6

State Code Text Unable to verify key because outroute is not locked
Severity Marginal
Description This happens if the outroute is not locked.
Troubleshooting Steps This should not be the system state code if the outroute is not locked. Follow
troubleshooting steps for outroute not locked state code (See 11.2.x state
codes)
3.11 Software Download (SDL) State Codes
The SDL state codes indicate any issues or warnings with the Software Download functionality of the
terminal. This includes configuration file downloads as well as terminal software downloads.
All SDL state codes start with 26.
[Note: SDL state codes were first introduced in the 2.2 terminal software release.]
State Code 26.1.1

State Code Text Software image downloading
Description A terminal software update is currently being downloaded.
Troubleshooting Steps This state code is an informational state code that is displayed while the
terminal is in the process of downloading a software update. The software
download process does not impact performance.
Typically, no troubleshooting steps are required for this state code. If this state
code persists for more than a few minutes, it may indicate that there are
downlink and/or uplink issues (e.g. packet loss) or issues with software
download at the Gateway. ‘Current Hourly History’ diagnostics can be used to
determine if there are downlink or uplink issues. If no downlink or uplink
issues are observed through the terminal diagnostics, determine if there is a
trend across the associated Gateway that may point towards an SDL issue at
the Gateway.
State Code 26.1.2
State Code Text Configuration files downloading
Description Configuration file(s) are currently being downloaded.
Troubleshooting Steps This state code is an informational state code that is displayed while the
terminal is in the process of downloading configuration files. Configuration
file downloading does not impact performance. No troubleshooting steps are
required for this state code.
Typically, no troubleshooting steps are required for this state code. If this state
code persists for more than a few minutes, it may indicate that there are
downlink and/or uplink issues (e.g. packet loss) or issues with software
download at the Gateway. ‘Current Hourly History’ diagnostics can be used to
determine if there are downlink or uplink issues. If no downlink or uplink
issues are observed through the terminal diagnostics, determine if there is a
trend across the associated Gateway that may point towards an SDL issue at
the Gateway.
3.12 Web Acceleration Client (WAC) State Codes
The WAC state codes indicate any issues or warnings with the Web Acceleration functionality of the
terminal.
All WAC state codes start with 30.
There are two (2) functional areas monitored for the WAC:
 MBX Connectivity – Monitors the MBX connectivity between the Web Acceleration Client
(WAC) in the terminal and the Web Acceleration Server (WAS) at the Gateway. Functional code
is 1
 WAC Operation Mode - Indicates the operational configuration of the WAC. Functional code is 2
3.12.1 MBX Connectivity
State Code 30.1.1

State Code Text Web acceleration client in backoff state
Severity Marginal
Description The Web Acceleration Client (WAC) is unable to bring up the MBX TCP
connection to the Web Acceleration Server (WAS)

Troubleshooting Steps This typically occurs when there is some sort of transport-related issue that
prevents the WAC from establishing a TCP socket (MBX) connection to the
WAS.
Verify that all PEP backbones are up. Whenever there is a PEP issue, there will
be an MBX issue. If PEP is up and there are no uplink or downlink issues
(including high error rates that may now show up as state codes but would be
present in diagnostics), then it is probably a bug in the MBX connection
handling that results in the MBX getting into a stuck state. To try and work
around that, go the Web Acceleration Control LUI page and reset the MBX to
force it back to the idle state from where it will again attempt to connect again
once there is user traffic from the browser.
If that does not work, then, from the same page, try disabling then enabling the
WAC as see if that helps. Because of the way the WAS pooling works, the
WAC has a list of N WAS addresses to use. The WAS will record a failed
MBX attempt as a black listed item and try to connect to a different WAS until
it exhausts the list of all non-black listed addresses. So, it is highly unlikely
that the WAC will be stuck in backoff due to a WAS-side issue. Three
connection attempts are made to three different WAS before giving up and
going into backoff. You can also consult the Web Acceleration MBX
Summary LUI page to see details as to each connection attempt and the error
reasons for their failures. This is the key information that should be captured
and reported to engineering for a persistent backoff issue.
Two possible resolutions to this state code include:
a. Force (re)associating to another IPGW. This can be done through the

advanced LUI under AssociationForce Re-association
b. Rebooting the terminal
3.12.2 WAC Operation Mode
State Code 30.2.2

State Code Text Web acceleration Disabled by user
Severity Marginal
Description The Web Acceleration Client (WAC) has been disabled by the user through
terminal LUI
Troubleshooting Steps The Control link under the Web Acceleration section of the Advanced LUI
provides the ability to disable web acceleration.
The Control link should be used to re-enable web acceleration.
State Code 30.2.3

State Code Text Web acceleration Disabled via configuration
Severity Marginal
Description The Web Acceleration Client (WAC) has been disabled via configuration files
sent from the Network Management System (NMS).

Troubleshooting Steps If possible, determine which Web Acceleration Client profile is being used for
the terminal. Verify that web acceleration is enabled in the profile.
If it’s expected that web acceleration should be enabled for the terminal, force
a configuration reconcile so that the terminal gets the most recent
configuration.
3.13 Dynamic Name Service Proxy (DNS Proxy) State Codes
The DNS state codes indicate any issues or warnings with the Dynamic Name service functionality of the
terminal.
All DNS state codes start with 31.
There is one functional areas monitored for the DNS:
 DNS Server side – Monitors the server functionality (i.e.) response for the DNS Queries.
Functional code is 1
3.13.1 DNS Server
State Code 31.1.1

State Code Text Excessive DNS Response Timeout
Severity Marginal
Description This statecode is set when the percentage of timeouts for the DNS queries sent
the upstream server exceeds configured threshold value of 5%.
Troubleshooting Steps This typically occurs when there is some sort of transport-related issue which
causes the queries to be dropped in transit to the server or the when the server
is overloaded and not able to process the queries.
1. Check the transport statistics.

2. If the transport statistics is good, and the problem persists for a long
period of time escalate to determine whether the router is overloaded.

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H47750

Terminal State Code Definitions

Jupiter Terminal State Code Definitions Page ii

Copyright © 2012-2014 Hughes,

Jupiter Terminal State Code Definitions Page iii

Jupiter Terminal State Code Definitions Page iv

1.1 02/03/2012 Matt Baer Provide information on Uplink state codes

1.3 02/17/2012 Dan Rivers Added BIST state code definitions

1.4 02/17/2012 P. J. O’Neil Added ODU Monitor state code definitions

1.5 04/08/2012 Added trouble shooting steps for Association,

1.6 04/11/2012 Add additional state codes and provide

1.8 08/09/2012 Provide LAN and Web Acceleration (WAC)

2.0 01/03/2013 Update troubleshooting steps for some state

2.1 03/05/2013 Zengquan Fan Add CAC, and update downlink

2.2 03/21/2013 Add Software Download state codes. Also a few

2.4 05/29/2013 Zengquan Fan Updated CAC

2.5 07/24/2013 Zengquan Fan Updated CAC

2.6 10/16/2013 V Ganesan Updated LAN , DNS & PEP statecodes

2.7 12/01/2013 Removed TCP reset statecodes as it happens not

2.8 01/08/2014 Zengquan Fan Update cable connection

2.10 05/01/2014 Update to reflect state codes in 3.0.3 release:

Jupiter Terminal State Code Definitions Page 5

2.12 12/15/2014 LAN Packet statecode trouble shooting steps

2.13 1/13/2015 Venkat Ganesan Typo corrections.

Jupiter Terminal State Code Definitions Page 6

Jupiter Terminal State Code Definitions Page 8

The state code is a 3 digit value, presented in X.Y.Z format, where:

PEP (23) FAP (24) CAC (25)

Downlink (11) Uplink (12) LAN (13)

IDU (1) ODU (2) Cable (3)

Jupiter Terminal State Code Definitions Page 9

Jupiter Terminal State Code Definitions Page 10

State Code State Code Text

Jupiter Terminal State Code Definitions Page 11

Jupiter Terminal State Code Definitions Page 14

3.1 IDU & ODU Hardware State Codes

All IDU state codes will start with 1.

State Code 1.1.1

State Code 1.1.2

State Code 1.1.3

State Code 1.1.4

Jupiter Terminal State Code Definitions Page 15

State Code 1.1.5

State Code 1.1.6

State Code 1.1.7

State Code 1.1.8

State Code 1.2.1

The ODU state codes indicate any ODU alarms.

All ODU state codes will start with 2.

State Code 2.1.1

Jupiter Terminal State Code Definitions Page 16

State Code 2.1.2

State Code 2.1.3

State Code 2.1.4

All Cable state codes will start with 3.

State Code 3.1.1

Jupiter Terminal State Code Definitions Page 17

State Code 3.1.2

Jupiter Terminal State Code Definitions Page 18

All Downlink state codes start with 11.

There are four (4) functional areas monitored in the Downlink:

 Downlink Driver – Driver interface to the downlink hardware. Functional code is 1

3.2.1 Downlink Driver

State Code 11.1.1