SVT Tab and Service Visibility Tool Job Aid

Transcription

1 Summary This Jb Aid cvers: SVT Tab Overview Service Visibility Tl (SVT) Area Overview SVT Area: Satellite Mdem Status (Frm Mdem) Clumn SVT Area: Satellite Mdem Status (Frm SMTS) Clumn SVT Area: Prvisining Clumn SVT Area: Mdem Online Example SVT Area: Pre-Prvisined (Nn-Activated) Mdem Example SVT Area: Mdem Offline Example This Jb Aid supprts the Technician audience. SVT Tab Overview The Service Visibility Tl tab (SVT) allws access t a custmer s accunt infrmatin, alng with service and mdem status infrmatin. It is ne f the mst imprtant trubleshting tls available in the Supprt Prtal. Nte that SVT is nw nly t be used fr Surfbeam/WildBlue custmers. Fr Surfbeam 2/exede custmers, use esvt. Fr mre infrmatin n esvt, lk fr the esvt enhanced Service Visibility Tl Jb Aid. The SVT tab displays the infrmatin f the custmer identified frm the Hme Page Search. SVT Display Areas Three areas are present in the SVT display area: QuickFlash: This area cntains all the custmer accunt, prduct and truble ticketing infrmatin. This area displays infrmatin used fr new installatins. Custmer Supprt: This area allws the accunt bandwidth mnitr t be viewed. Service Visibility Tl (SVT): This area displays service status data used during installatin and trubleshting. This is the area that carries the tab name ViaSat, Inc. Page 1 f 7

2 Display Area Management SVT Tab and Service Visibility Tl Jb Aid Each f the three areas can be cmpressed s that nly the title displays. This allws the Technician t chse which areas are viewed and shrtens the page t avid unnecessary scrlling. The cmpressin buttns are at the right-tp f each area. Buttn Use The Dwn buttn cmpresses an area. The Up buttn restres a cmpress area t its nrmal size. Printing an Order The Print buttn at the bttm f the page prints the rder data displayed in the QuickFlash area. Service Visibility Tl (SVT) Area Overview The SVT area n the SVT Tab displays the accunt s Service Visibility data. Netwrk Status Bard: This bard displays any netwrk utages that affect the custmer in the query. When the N utages affecting this custmer ntice displays in green, it indicates that there are n netwrk utages currently affecting the custmer accunt linked t the page. If the ntice displays red the message will state that a netwrk utage is affecting the current custmer accunt. The three clumns f this display prvides the custmer s current infrmatin n the fllw items - Satellite Mdem Status (Frm Mdem): Displays the status f the signal cming frm the custmer s mdem. Satellite Mdem Status (Frm SMTS): Displays the status f the signal cming frm the Gateway (SMTS). Prvisining Inf: Prvides details abut the prvisining f the mdem n the netwrk ViaSat, Inc. Page 2 f 7

3 SVT Tls: The three tls prvided are Histrical Plts, Ping, Tracerute, and Refresh; with each tl accessed by its respective buttn. Only users familiar technical trubleshting shuld use the Histrical Plts tl. Additinally, nly users familiar with TCP/IP shuld use the Ping and Tracerute tls. Use the Refresh buttn t updates the current area. Print: The Print buttn at the bttm f the page prints the rder data displayed in the QuickFlash area SVT Area: Satellite Mdem Status (Frm Mdem) Clumn The SVT page Satellite Mdem Status (Frm Mdem) clumn cntains the infrmatin that is mst imprtant t the Technician. The field infrmatin is as fllws: Mdem IP Address: This field displays the private mdem IP Address. MAC Address: The mdem MAC Address is cntained in this field. System Up-Time: The time displayed in this field (in the HH:MM:SS frmat) represents the length f time the mdem has been in service n the netwrk. Rebting r pwer cycling the mdem resets this value. Reset Cunt: The value displayed in this field represents the number f times the mdem has been rebted since it was pwered-up the last time. Cnnectin Data Fields: The date fr these fields is prvided by SMTS as it cmpares the values received frm the mdem t the values expected in mdems in a 50-mile radius f where the custmer s service is installed, then lights the visual display LEDs in Red r Green. Therefre, the values are less imprtant than the clr f the display LEDs. All LEDs display: Red fr value ut f range and Green, fr value gd. Cautin: It is pssible t cmplete prvisining and nt have Green displays in all three fields. It is imprtant t verify that these fields display Green befre cmpleting an installatin. Upstream Transmit Pwer: This field displays a Green LED if the pwer the mdem is using t cmmunicate with the satellite n the Upstream Data Path is in the crrect value range fr the mdem s lcatin in the beam. Dwnstream Receive Pwer: This field displays Green LED if the pwer the mdem is using t ViaSat, Inc. Page 3 f 7

4 cmmunicate with the satellite n the Dwnstream Data Path is in the crrect value range fr the mdem s lcatin in the beam. Dwnstream Signal-t-Nise: The SMTS cmpares this mdem s Signal-t-Nise Rati (SNR) t the beam SNR t determine if the value is in the crrect range fr the mdem lcatin in the beam. If the value is in range the field LED will display Green. Dwnstream Frequency: This value in this field is the frequency that the mdem is currently using. Mdem Byte Cunts: The values in the Upstream Byte Cunt and the Dwnstream Byte Cunt fields display the number f bytes transmitted/received by the mdem starting frm the last rebt. Perfrmance Data Fields: The perfrmance data displays the fllwing tw fields. Installatin Quality: This field shws the installatin s verall perfrmance quality ver time. This field may be Red when all ther LEDs display Green. Use the Installatin Quality field t diagnse nging/intermittent issues that are affecting the service perfrmance. Ethernet Interface Status: This field shws the current cnditin f the Ethernet cnnectin between the Mdem t the custmer equipment. Use the Ethernet Interface Status field t diagnse issues relating t the Ethernet cable and/r cnnected custmer equipment. SVT Area: Satellite Mdem Status (Frm SMTS) Clumn The SVT page Satellite Mdem Status (Frm SMTS) clumn, referred t as the SMTS clumn, displays the fllwing fields: SMTS Hstname: This field displays the system name f the terminating equipment at the Gateway. Gateway: The name f the Gateway the mdem is cnnected t displays in this field. System Up-Time: The time displayed in this field (in the HH:MM:SS frmat) represents the length f time the SMTS has been in service n the netwrk. SM IP Address: The mdem s IP Address is displayed in this field. MAC Address: This field displays the mdem s MAC Address. Mdem Status: The current status f the mdem n the netwrk is displayed in this field. Upstream Channel Width: This field displays the current channel width f the service. The channel width relates t the amunt f errr checking emplyed n that channel. The 2580 channel width has the least amunt f errr checking, while the 320 channel width has the mst. Bth the 2560 and the 1280 channel widths can supprt all service levels. Used in times f adverse weather, the 320 (Rain Fade) channel width supprts the service at a little better than dial-up. Dwnstream Frequency: This field displays the dwnstream frequency assigned t the mdem. Cnnectin Data Field: Mdem cnnectin data displays in the fllwing field. Like the Cnnectin Data Fields in the Satellite Mdem Status (Frm Mdem) clumn, a crrectly pint and peaked antenna will cause the visual indicatrs in these fields t display Green. Upstream Signal-t-Nise: The SMTS ViaSat, Inc. Page 4 f 7

5 cmpares this rati t the beam Signal-t-Nise Rati (SNR) t determine if the SNR value is in the crrect range fr the mdem lcatin in the beam. The LED display: Red fr value ut f range and Green, fr value gd. Upstream Byte Cunt: The Upstream Byte Cunt during the duratin f the SMTS up time Dwnstream Byte Cunt: The Dwnstream Byte Cunt during the duratin f the SMTS up-time. Upstream Speed/Dwnstream Speed: Nt used. CPE IP Address: The IP Address assigned t the custmer s equipment (ruter r PC). CPE MAC Address: The MAC Address f the custmer s equipment (ruter r PC) SVT Area: Prvisining Clumn The SVT page Prvisining Status clumn fields cntain the fllwing infrmatin: IP Address: If the accunt has a Static IP Address assigned, it will display in this field. MAC Address: The MAC Address f the mdem is displayed in this field. Dwnstream Frequency: This field displays the Dwnstream Frequency assigned t the mdem. Cnnectin Data Fields: Mdem cnnectin data displays in the fllwing fields. While the data in the Satellite Mdem Status (Frm Mdem) and the Satellite Mdem Status (Frm SMTS) clumns relate t the cnditin f the cnnectin, these fields relate t the netwrk cnnectin infrmatin. Unlike the ther tw clumns, these fields are available bth befre and after the mdem is prvisined. Gateway: The name f the Gateway that the mdem is cnnected t is displayed in this field. Beam: The Beam Number that the mdem is lcated in is displayed in this field. Satellite: The name f the satellite prviding the service t the mdem is displayed in this field. This field can be used n maintenance calls t verify the crrect TRIA fr repairs. Plarizatin: This field displays the Plarizatin Directin (either LEFT r RIGHT) fr the TRIA s that it can supprt the cnnectin t the servicing satellite. This field can be used n maintenance calls t verify the crrect TRIA fr repairs. Accunt OID: Internal Use field nly. Service Level: This field displays the Service Level assigned t the accunt. Max Number f IP s: The ttal number f IP Addresses assigned t the accunt is displayed in this field. ISP Cde: This field displays the name f the Internet Service Prvider (ISP). Accunt Status: The status f the accunt in this field displays Active when the accunt is in nrmal peratin and Suspended when the accunt is suspended fr any reasn. QOI Pending Flag: This field displays the Quality f Interface prvisining status. It will display a dash when the accunt is peratinal. If this field displays Pending, prvisining has nt been cmpleted and the accunt is nt peratinal ViaSat, Inc. Page 5 f 7

6 Skip QOI Flag: Unused at this time. Address: This field displays the custmer s cntact address. Static IPs: The number f static IP Addresses assigned t the accunt is displayed in this field. SVT Area: Mdem Online Example This graphic depicts what the SVT screen wuld display if the mdem has been activated (Prvisined) and is nline ViaSat, Inc. Page 6 f 7

7 SVT Area: Pre-Prvisined (Nn-Activated) Mdem Example The SVT screen will display a pre-prvisined mdem tw different ways depending n hw the Mdem/Accunt was queried in the Hme Page Custmer Search. Cautin: If the mdem has nt been activated (Prvisined), the mdem and accunt infrmatin has nt been merged tgether. Accunt Number r Custmer Telephne Number Query This query will result in an SVT display f Prvisining data but n Mdem r SMTS data. Mdem MAC Query This query will result in an SVT display f Mdem and SMTS data but n Prvisining data. SVT Area: Mdem Offline Example When a mdem has been activated (Prvisined) and is currently ffline, the SVT screen displays SMTS data and Prvisining data but n Mdem data ViaSat, Inc. Page 7 f 7