DISCLAIMER: This information is intended for customers of Montana Satellite & ISPSAT with our HughesNet Gen5 Systems and Services on our VAR Business Internet Platform ONLY!
Use of this information is done at your own risk and we are not responsible for any issues that may arise from using the following information!
Many customers have contacted us because they’ve been unable to get anything over a 29 signal on their HughesNet Gen5 Satellite Internet System on our VAR Business Internet Platform and many of them are in a panic thinking something is wrong with their equipment! There are several reasons that could be preventing you from seeing a signal over 29 and we’ve addressed most, if not all, of those issues here:
IMPORTANT NOTICE: We have noticed that some HT2000W modems will actually get stuck on 29 signal from time to time, however, we can assure you that when you do hit the right satellite and when all of your settings are accurate and up-to-date, the signal will jump up over 29 the second you hit the correct satellite! We have found that resetting the modem to factory settings, reinstalling the SBC file and starting over will often resolve this issue! Some of our customers have also mentioned that changing the lat and long to 0 and submitting and then re-entering the lat and long and submitting clears this up as well! We do hope this issue will be resolved in future software updates if it hasn’t been resolved already!
- Outdated SBC file
- An outdated SBC file will not have the correct parameters for identifying the satellite and frequency in the modem and therefore you will never see anything over a 29 until you update the SBC file in the modem! We never know when the SBC file will be updated, so it’s a good idea to check with us before you set up your system or before you move to a new location as this file is not automatically updated in the modem and we have been seeing new SBC files released every few months or so! The latest SBC files for the HT2000W modems are available for download here: https://ispsat.com/sbc, and we have instructions for installing the latest SBC file available here! You can update the SBC file anytime without even having the modem connected to the satellite dish!
- Incorrect Latitude and Longitude
- It is very important to enter a latitude and longitude in the correct D M.M format into the modem and that latitude and longitude must be captured from the antenna location or within 35 feet or so of the antenna location. If it is not close enough to the actual antenna location or if it has been entered in the wrong format, you will probably never see anything over a 29 signal until you enter an accurate latitude and longitude and try again. If you do not have an accurate GPS or app to provide you with your current latitude and longitude, you can try using www.findlatitudeandlongitude.com for doing so!
- Beams and Location
- If you happen to be located at the edge of a beam or close to or inside of multiple beams, you may need to use the “Beam Override” option which is next to the satellite selection box below where you entered your latitude and longitude! This forces the HT2000W modem into looking for a signal on one beam over another when there may be multiple beams that cover a specific area! You can get more detailed beam maps by downloading Google Earth and installing this HughesNet Gen5 Jupiter 2 Beam Map file for Google Earth which, when unzipped and ran, will offer you an overlay of the HughesNet Gen5 Beam Map in the Google Earth program allowing you to find your location and zoom in to find which beam(s) you are in. Selecting one of the selections in the beam override drop-down box can resolve the 29 signal issue! When one selection in the drop-down menu does not work, feel free to try the other until you get one that gives you a signal over 29!
- Incorrect Polarity
- Each transmitter/LNB assembly has a polarity setting for L (Left) or R (Right). If you cannot get anything over a 29, it’s possible that your HughesNet Gen5 Transmitter/LNB is set to the wrong polarity! There are several beams that are left-hand polarity, several beams that are right-hand polarity and even some beams that are both left-hand and right-hand polarity and unfortunately, we’ve been advised that the L or R indication that is given to you after entering your latitude and longitude in the modem could be wrong! Click here for instructions on how to change the polarity on your HughesNet Gen5 Transmitter/LNB assembly!
- No Coverage
- If you are outside of the satellite footprint/coverage areas, then you will not be able to lock onto the satellite and get anything over a 29 signal. You will need to make sure that you are inside of the coverage area for the satellite you have selected. If, for example, you are in an area south of Portland, Oregon or south of Miami, Florida or over some parts of Wisconsin for that matter, you may need to select Echostar 17 (E17) satellite instead of the Echostar 19 (E19) satellite in order to get a signal over 29 and service on that satellite.
- Pointing Process
- If you are moving the antenna too fast or moving too far up or down in elevation, it is VERY EASY to miss or hop over the correct satellite. There are at least 12 other satellites within a few degrees of both the E19 and E17 satellites, so seeing a 29 signal is very common, but the modem will not go over 29 until it hits the correct satellite with the correct settings! If you are moving faster than 1 degree every 3 – 5 seconds or so, you could very easily never see a lock onto the satellite and anything over 29, so it is very important to move the antenna very slowly!
- Antenna Settings (Elevation, Azimuth, Polarity)
- Obviously, if your mount is not level or if your elevation settings are off on the antenna or you are pointing in the wrong direction, you could be missing the satellite completely! It’s easiest to find the satellite if you make sure that your mount is level and your elevation settings are correct and also that you have raised the elevation slightly to compensate for the antenna being loose enough on the mast to move the antenna east and west! We also add a degree or two in elevation to make up for the loose antenna, and then you will notice that when you find the satellite and tighten the antenna on the mast, you will need to drop the elevation accordingly to peak the antenna. Also, most smartphones, tablets, etc. can be 10 – 15 degrees off with their internal compass, so we recommend instead using a standard old compass or one of our fancy compass/elevation gauges in order to find the correct azimuth for pointing the antenna. You can also use sites like www.dishpointer.com to find the correct heading for your satellite dish!
We have had a few customers assume that something is wrong with their equipment after struggling to get anything over a 29 signal for a long period of time! If your modem is seeing a signal of 29, we can and will assume that the modem and transmitter/LNB assembly are fine because even a 29 signal means that the modem is seeing a signal. A signal of 15 usually means there is a bad or loose cable connection somewhere between the modem and the transmitter/LNB assembly.
In extreme cases, we recommend resetting your HughesNet HT2000W modem to factory settings, reinstalling the latest SBC file and starting over!
We hope that will assist you in resolving your 29 signal! Feel free to contact us if we can be of assistance for this or any other issue for that matter!