SpeedCast » Support » User Guide » Trouble Shooting Guide

Trouble Shooting Guide

Objective
General Procedure
2.1 Checking your Satellite Alignment
2.2 Checking your DVB card Installation
2.3 Checking your Network Configurations
2.4 Checking your Dial-up Networking Configuration
2.5 Checking your Client Browser Configuration
2.6 Check your Connection using PPP
2.7 Check your Connection using PPP+PPTP
2.8 Do you experiencing slow download speed?
2.9 Experiencing frequent PPTP disconnection using Win2000

1. Objective

To effectively assist the technical and non-technical person in troubleshooting SpeedCast services
To provide step-by-step troubleshooting guidelines for SpeedCast services
To minimize the troubleshooting steps during client installations

2. General Procedure

2.1 Checking your Satellite Alignment

2.1.1	Check if the satellite dish is pointing to AsiaSat3S (See the Azimuth and Elevation at the last page)
2.1.2	Check if the LNB on the Satellite dish is on the VERTICAL polarization (The port on the LNB where the coaxial cable is being connected must be 300 to 320 degrees clockwise.
2.1.3	Check if the cable exceeds 50 meters. If yes, please add a line amplifier
2.1.4	Make sure there is no object obstructing the alignment of the satellite dish to Asiasat3S satellite
2.1.5	Make sure you have the right satellite dish size in your area
2.1.6	Check if you have a Digital Loop C-band LNB installed on your satellite dish
2.1.7	After you have successfully aligned the dish, make sure the Satellite dish is well mounted at its position to avoid movement on the dish alignment from any strong wind or storm

2.2 Checking your DVB card Installation

2.2.1	Make sure you have an available PCI slot on your PC and make sure you put the DVB card nearest to the PC power supply
2.2.2	Install your DVB card based on each CPE Installation guide
2.2.3	After the DVB card installation, check if the DVB card adapter is present in the Network Neighborhood Properties.
2.2.4	You can also check the adapter by going to the Control Panel and checking the System
2.2.5	Properly plug the coaxial cable into the DVB card
2.2.6	Put the right Frequency and Symbol rate for each DVB card type (Check the Client Installation procedure for details)
2.2.7	Check the DVB card application is showing the complete information- especially the Mac address. Try typing "Config /all"on the DOS prompt and check if it matches with the application
2.2.8	Make sure you are able to lock the Data and also the Signal lock
2.2.9	Make sure you put all the PID's (301, 302, 303, 304, 305, 350). Some applications need to specify if the PID is Multicast or Unicast. (PID 305 is always unicast and the 303 is multicast).
2.2.10	Make sure to turn off the DVB application before connecting the coaxial cable. It will cause damage if the application is still running during the cable plug-in
2.2.11	Make sure you applied the proper driver for each DVB card

2.3 Checking your Network Configurations

2.3.1	Check if you have in your Network Neighborhood properties
2.3.2	Check if you have a in your Network neighborhood properties.
2.3.3	Check if you have this on your Dial-up Adapter under Network Neighborhood Make sure you set the IP Packet Size to Large
2.3.4	Check if you have this on your Dial-up Adapter # [VPN Support] under Network Neighborhood Make sure you set the IP Packet Size to Large.
2.3.5	Check the DVB receiver TCP/IP if it has an IP address of 10.10.10.10 and Subnet Mask of 255.255.255.0
2.3.6	If you are using a Modem + PPTP, check the TCP/IP of your Ethernet adapter and make sure you have the IP address that begins with 192.168.. . This will create a conflict when you are connected to the PPTP and you may not be able to do Internet.
2.3.7	If you are using an NT machine, Make sure you set the security to: accept any authentication including clear text

2.4 Checking your Dial-up Networking Configuration

2.4.1	Check your PPTP dial-up properties match with this figure.

2.5 Checking your Client Browser Configuration

2.5.1	Check your browser if you have a proxy setting on it. Make sure you don't have any proxy setting Microsoft Internet Explorer: Go to Tools, then Internet Options, then Connection Check the Setting for each "Dial-up setting" and also the LAN Settings Make sure there is no proxy set on each settings unless you are using SpeedCast Accelerator

Check your Connection using PPP

2.6.1	Using you regular Internet link (PPP or LAN). Ping the pptp.speedcast.com and check if it is communicating with the PPTP server. You should have not more than 1000ms response time, or else you connection to the PPTP will not be stable.
2.6.2	Using you regular Internet link (PPP or LAN). Do a trace route by going to the pptp.speedcast.com or www.speedcast.com and check if you have a lot of hops while connecting to the pptp server. If yes, it means that your connection to the pptp will be unstable.

2.7 Check your Connection using PPP+PPTP

2.7.1	Upon connecting to the pptp, check the IP address that pptp assign to you. To check it, just type winipcfg or ipconfig if you are using NT. You should have the IP address that start with 192.168.. on one of your PPP.
2.7.2	Ping www.speedcast.com or any web site to check if you are connected to the internet using pptp
2.7.3	Make sure your DVB card application is running and the PID are all present. (301, 302, 303, 304, 305, 350)

2.8 Do you experience slow download speed?

2.8.1	Check you window size by going to your registry. Go to "Start", "Run", then type regedit and click OK button. Go to HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\VxD\MSTCP Check if you have the right syntax for DefaultRcvWindow and you must have the value of 1000000. (Applicable for Win95/98 ONLY)
2.8.2	To make sure you will have the right Window Size, download the name TCPLarge_9598.reg on our ftp site (ftp.speedcast.com/Driver/) (applicable for Win95/98 ONLY)
2.8.3	Once you finish downloading the file, double click it so that it will update your Window Size on the registry (applicable for Win95/98 ONLY)

2.9 Experiencing frequent PPTP disconnection using Win2000?

2.9.1	Check the SECURITY settings of your PPTP Dial-up Networking properties.

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