C-Com iNetVu 755 Troubleshooting Manual
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C-Com iNetVu 755 Troubleshooting Manual

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2015
iNetVu New Generation Ka-Band

Troubleshooting Guide

Revision 3.0
C-COM Satellite Systems
5/25/2015

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  • Page 1: Troubleshooting Guide

    2015 iNetVu New Generation Ka-Band Troubleshooting Guide Revision 3.0 C-COM Satellite Systems 5/25/2015...
  • Page 2 This document contains information, which is protected by copyright. All rights reserved. Reproduction, adaptation, or translation without prior written permission is prohibited, except as followed under the copyright laws. Both the iNetVu™ and C-COM names and logos are registered trademarks of C-COM Satellite Systems Inc. ®...
  • Page 3 RV dealer/installer mount the system on your vehicle. These conditions are also required by C-COM for all other installed locations. All iNetVu™ Mobile earth station installers must be C-COM Certified, and must have specifically acknowledged the requirements for iNetVu™ Mobile installations, which are as follows: “Installation”...
  • Page 4 Including but not limited to, any modification of any part of the hardware, software, specific operational frequencies, the authorized satellite, or the size or other characteristics of the earth station supplied to them by C-COM or C- COM’s authorized representatives.
  • Page 5 New Gen Troubleshooting Guide Page 5 of 68  C-Com Satellite Systems Global Headquarters 2574 Sheffield Road Ottawa, Ontario, Canada K1B 3V7 Phone: +1-613-745-4110 Fax: +1-613-745-7144 General Inquiries: info@c-comsat.com Dealer Information: dealer@c-comsat.com Support Services: support@c-comsat.com Phone: +1-613-745-4110 OPT3 Toll Free: 1-877-463-8886 OPT3 Monday –...

  • Page 6: Table Of Contents

    ) ................50 IMIT Step 1: Testing the Limit Switch..................51 Step 2: Testing the Wiring Harness..................51 Step 3: Testing the Sensor Cable..................52 Step 4: Testing the 7000 Controller..................53 C-COM Satellite Systems Inc.
  • Page 7 RF Signal Not Being Detected (Dual IFL Cable Setup) ............58 MODEM ..........................61 ERROR 0X8801 - N ..............62 ODEM OMMUNICATION CANNOT FIND SATELLITE ....................64 ................67 OW THE I EARCH ETHOD ORKS APPENDIX 1: FASTENER TORQUE TABLE ............... 68 C-COM Satellite Systems Inc.

  • Page 8: Introduction

    Page 8 of 68 INTRODUCTION About This Manual This manual explains how to troubleshoot common errors on the iNetVu™ Mobile System 755 and 985. An electronic version of this manual is available on the C-COM FTP and Knowledge Base. C-COM Satellite Systems Inc.

  • Page 9: 7000 Controller Software & Firmware Upgrade

    The software and firmware versions must match for normal operation. Minimum Requirements to run IMS Software IMS Version Processor Clock Disk Space Microsoft NET Version 7.5.8 + 1 GB 2.0 GHZ 100 Megs Of Free Space NET Framework 3.5 C-COM Satellite Systems Inc.

  • Page 10: Uninstalling The Current Software

    1. Ensure the iNetVu software is not running. If it is, right click the icon on the bottom right of the screen and exit. As shown below. 2. Go to the Windows Control Panel and uninstall the iNetVu Mobile 7000 software. C-COM Satellite Systems Inc.

  • Page 11: Installing The 7000 Series Controller Software Version 7.5.8

    Installing the 7000 Series Controller Software Version 7.5.8 Please Note: Do not connect the Controller via USB until the drivers and software have been installed 1. If you are installing from the USB flash drive or have downloaded from the C-COM FTP, run the iNetVu7000Setup.exe file.
  • Page 12 Click “Finish” 5. Install the iNetVu 7000 Software and close when completed. 6. Connect the Controller using the provided USB cable. Windows Vista and 7+ users, the drivers should install automatically without any further user action. C-COM Satellite Systems Inc.
  • Page 13 9. You can now run the iNetVu Mobile 7000 software from the shortcut on your desktop. 10. If this is an upgrade we must update the Controller Firmware. Pease use the setup wizard on the next page to continue. C-COM Satellite Systems Inc.

  • Page 14: The Inetvu Setup Wizard

    NO to proceed to the iNetVu Mobile 7000 software. NOTE: It is recommended that you continue to the iNetVu Setup Wizard and confirm all required information is correct. 2. If the controller firmware does not match you will be prompted to update. C-COM Satellite Systems Inc.
  • Page 15 New Gen Troubleshooting Guide Page 15 of 68 3. Follow the on screen instructions to update the controller firmware. Once complete the wizard will resume. C-COM Satellite Systems Inc.
  • Page 16 New Gen Troubleshooting Guide Page 16 of 68 4. Configure the Platform Type. If no changes are needed press “Next” to continue. C-COM Satellite Systems Inc.
  • Page 17 New Gen Troubleshooting Guide Page 17 of 68 5. Configure the Service Information (Modem). If no Modem is to be used please select NA. If no changes are needed press “Next” to continue. C-COM Satellite Systems Inc.
  • Page 18 6. Configure the Satellite Parameters. If no DVB Carrier is to be used you must select RF Search. If no changes are needed press “Next” to continue. 7. Once complete Press Yes to continue or No to go back and make changes. C-COM Satellite Systems Inc.

  • Page 19: Verifying The Upgrade Completed Successfully

    Mobile 7000 Controls Screen. You may also wish to stop this prompt from reappearing. Verifying the Upgrade Completed Successfully 9. From the Controls screen, right click and select “About”. Verify both Software and Firmware versions are identical. C-COM Satellite Systems Inc.

  • Page 20: Jam Errors

    New Gen Troubleshooting Guide Page 20 of 68 JAM ERRORS Quick Tip: The key to troubleshooting a Jam Error is to determine whether this is a Sensor or Mechanical failure. C-COM Satellite Systems Inc.

  • Page 21: Error 0X9006 - El Jam Error

    If no voltage is shown, please turn off the controller and verify the 15A fuse has not blown. If the fuse is blown replace it and try again. If the fuse is not blown, contact C-Com Technical Support for further assistance.
  • Page 22 A and B of the motor cable. Using the 7000 controllers front panel, select Elevation with HI SPEED on and hold +. Are you getting 24VDC? If no voltage is shown, it concludes the motor cable needs to be replaced. Contact C-Com Technical Support for further assistance.

  • Page 23: If The Mobile Platform Physically Moves But The Angle Doesn't Change

    Use the Elevation Tilt Sensor Circuit Diagram on the following page to confirm continuity of the cabling. Set the voltmeter to beeper or continuity mode. If either the sensor cable or internal harness fails continuity please Contact C-COM Technical Support for further instructions.
  • Page 24 New Gen Troubleshooting Guide Page 24 of 68 Sensor Cable and Internal Harness Continuity Test for EL Tilt Sensor Cable C-COM Satellite Systems Inc.
  • Page 25 New Gen Troubleshooting Guide Page 25 of 68 Internal Harness C-COM Satellite Systems Inc.

  • Page 26: Error 0X9007 - Az Jam Error

    If no voltage is shown, please turn off the controller and verify the 15A fuse has not blown. If the fuse is blown replace it and try again. If the fuse is not blown, contact C-Com Technical Support for further assistance.
  • Page 27 F and E of the Motor cable. Using the 7000 controllers front panel, select Azimuth with HI SPEED ON and hold +. Are you getting 24VDC? If no voltage is shown, it concludes the Motor cable needs to be replaced. Contact C-Com Technical Support for further assistance.

  • Page 28: If The Mobile Platform Physically Moves But The Angle Doesn't Change

    Use the Azimuth Encoder Sensor Circuit Diagram on the following page to confirm continuity of the cabling. Set the voltmeter to beeper or continuity mode. If either the sensor cable or internal harness fails continuity please Contact C-COM Technical Support for further instructions.
  • Page 29 New Gen Troubleshooting Guide Page 29 of 68 Sensor Cable and Internal Harness Continuity Test for AZ Encoder Sensor Cable C-COM Satellite Systems Inc.
  • Page 30 New Gen Troubleshooting Guide Page 30 of 68 Internal Harness C-COM Satellite Systems Inc.

  • Page 31: Over Current Protection

    New Gen Troubleshooting Guide Page 31 of 68 OVER CURRENT PROTECTION C-COM Satellite Systems Inc.

  • Page 32: 9003

    Attempt to move the antenna manually with “HI SPEED ON” from the front panel controls. Try to stow and deploying again. 4. Increasing the Low Platform Current for that specific angle in increments of 1.0 to test. 5. Contact C-COM Support at support@c-comsat.com for further assistance.

  • Page 33: Sensor Errors

    New Gen Troubleshooting Guide Page 33 of 68 SENSOR ERRORS Quick Tip: A red indicator on the iNetVu Controls screen indicates a critical failure. C-COM Satellite Systems Inc.

  • Page 34: 8911 - Sensor Errors

    Using the manual controls move the platform on AZ or EL to see if the angle updates. If the EL/AZ angle is still incorrect or is flashing Red/Yellow. Proceed to step to the next step. Example A: Elevation Sensor Failure Example B: Azimuth Sensor Failure C-COM Satellite Systems Inc.

  • Page 35: Sensor Cable And Internal Harness Continuity Test For El Tilt

    EL Tilt (or vise versa) to see if the angle issue is resolved. Please see the New Generation Service Manual for exact location of these parts. Sensor Cable and Internal Harness Continuity Test for EL Tilt Sensor Cable for EL Tilt C-COM Satellite Systems Inc.
  • Page 36 New Gen Troubleshooting Guide Page 36 of 68 Internal Harness for EL Tilt C-COM Satellite Systems Inc.

  • Page 37: Sensor Cable And Internal Harness Continuity Test For Az Encoder

    New Gen Troubleshooting Guide Page 37 of 68 Sensor Cable and Internal Harness Continuity Test for AZ Encoder Sensor Cable C-COM Satellite Systems Inc.
  • Page 38 New Gen Troubleshooting Guide Page 38 of 68 Internal Harness C-COM Satellite Systems Inc.

  • Page 39: Compass

    New Gen Troubleshooting Guide Page 39 of 68 COMPASS Quick Tip: Compass interference? Try overriding the compass and using full search. C-COM Satellite Systems Inc.

  • Page 40: Compass Value Is Not Accurate

    5. Pay attention to the Compass Heading on the Controls Screen as well as the Message Panel, and record the values. 6. If you receive Cal/Test Compass Success, you may continue operating normally. 7. If your compass fails accuracy, compass may require Restoring. Please use following procedure to restore the compass. C-COM Satellite Systems Inc.

  • Page 41: Restoring The Compass

    The New Generation Platforms (these include and not limited to 755A, 981A, 985A and 1201A) are equipped with newer versions of the compasses which are factory calibrated and Do NOT Require Calibration. Do not calibrate unless instructed by C-COM Technical Support. Restoring the Compass 1.

  • Page 42: Gps

    New Gen Troubleshooting Guide Page 42 of 68 Quick Tip: GPS failure? For emergency deployment, try GPS Override and enter the LAT/LONG manually. C-COM Satellite Systems Inc.

  • Page 43: Error 0X8914 - Gps Failed

    New Gen Troubleshooting Guide Page 43 of 68 ERROR 0X8914 - GPS Failed Note: Some Glonass Antenna may take longer than normal to acquire signal. Please contact C-COM technical support for more information. Cause 1: GPS Antenna is not connected.
  • Page 44 New Gen Troubleshooting Guide Page 44 of 68 For emergency deployment the GPS can be overridden and the LAT/LONG entered manually from the iNetVu 7000 Software or Web Interface. iNetVu 7000 Software 7000 Controller Web Interface C-COM Satellite Systems Inc.

  • Page 45: Stow

    New Gen Troubleshooting Guide Page 45 of 68 STOW Quick Tip: The controller cannot stow the platform if any of the stow limit switches fail to enable. C-COM Satellite Systems Inc.

  • Page 46: Error

    ON this mean the platform is improperly configured on the controller. If the AZ ST is not ON please proceed to Step 1. If both are ON attempt to auto stow the antenna again. The screen shot below is a normal scenario when successfully stowed: 755/985 stow position C-COM Satellite Systems Inc.

  • Page 47: Step 1: Testing The Limit Switch

    If YES, it concludes the limit switch is not aligned or is too close/ far to the target and it needs to be adjusted. Loosen the nut and slowly thread the Sensor away/closer until AZ ST comes ON. Tighten the nut. If NO, proceed to Step 2 C-COM Satellite Systems Inc.

  • Page 48: Step 2: Testing The Wiring Harness

    Switch you wish to test. A&C for AZ ST From the iNetVu Mobile 7000 Controls screen does the AZ ST come ON? If YES, this concludes the Wiring Harness has failed If NO, proceed to Step 4 C-COM Satellite Systems Inc.

  • Page 49: Step 4: Testing The 7000 Controller

    From the iNetVu Mobile 7000 Controls screen does the AZ ST come ON? If YES, this concludes the Sensor Cable has failed If NO, this concludes the 7000 Controller has failed Please contact C-COM Technical Support for further assistance at support@c-comsat.com C-COM Satellite Systems Inc.

  • Page 50: Error 0X8010 - Can't Stow (El Limit)

    Fixed” will appear and the user can proceed stowing the platform automatically. Elevation Hard Stop Target Elevation UP Elevation Stow Limit Switch Switch If the Elevation ST does not come on in the Stowed position then the switch will need to be tested. Proceed to Step 1 C-COM Satellite Systems Inc.

  • Page 51: Step 1: Testing The Limit Switch

    From the iNetVu Mobile 7000 Controls screen does the Elevation ST come ON? If YES, this concludes the Switch has failed If NO, proceed to Step 3 C-COM Satellite Systems Inc.

  • Page 52: Step 3: Testing The Sensor Cable

    Switch you wish to test. A&D for EL ST From the iNetVu Mobile 7000 Controls screen does the Elevation ST come ON? If YES, this concludes the Wiring Harness has failed If NO, proceed to Step 4 C-COM Satellite Systems Inc.

  • Page 53: Step 4: Testing The 7000 Controller

    From the iNetVu Mobile 7000 Controls screen does the Elevation ST come ON? If YES, this concludes the Sensor Cable has failed If NO, this concludes the 7000 Controller has failed Please contact C-COM Technical Support for further assistance at support@c-comsat.com C-COM Satellite Systems Inc.

  • Page 54: Rf Signal Loss

    New Gen Troubleshooting Guide Page 54 of 68 RF SIGNAL LOSS C-COM Satellite Systems Inc.

  • Page 55: Error 0X8915 - Rf Is Too Low Or Tria Is Not Beeping

    For Tooway and SurfBeam 2 setup, if the TRIA is still not beeping while in installer/search modes continue troubleshooting your setup. • If RF is still in RED/YELLOW continue troubleshooting your setup. RF Signal Not Being Detected (Single IFL Cable Setup) RF Signal Not Being Detected (Dual IFL Cable Setup) C-COM Satellite Systems Inc.

  • Page 56: Rf Signal Not Being Detected (Single Ifl Cable Setup)

    ERROR 0X8915 - RF IS TOO LOW. Ensure the controller is configured correctly (Tooway or SurfBeam 2 Auto Acquire) using the Quick Start Guides. Otherwise proceed to Step 2. Diagram for Single IFL Cable (TX Only) Only TX Cable goes to TRIA Ethernet C-COM Satellite Systems Inc.
  • Page 57 • Measure voltage on this cable. If the voltage does not match the Modems output, it concludes it’s an issue with the internal wire. Please contact C-COM Technical Support for assistance. • If the voltage does match, it concludes the TRIA is the issue. Please replace the TRIA and try again.

  • Page 58: Rf Signal Not Being Detected (Dual Ifl Cable Setup)

    ERROR 0X8915 - RF IS TOO LOW. Ensure the controller is configured correctly (Tooway or SurfBeam 2 Pro) using the Quick Start Guides. Otherwise proceed to Step 2. Diagram for Dual IFL Cables (RX and TX) RX IN Ethernet RX OUT C-COM Satellite Systems Inc.
  • Page 59 Disconnect the coax cable from the Controllers “SAT IN” port and measure voltage on this port. If the voltage does not match the configured output from the controller, please contact C- COM Technical Support. • If the voltage does match, reconnect the cable and proceed to Step 5. C-COM Satellite Systems Inc.
  • Page 60 • If the voltage does match, it concludes the TRIA may be the issue. Please replace the TRIA and try again. Please contact C-COM Technical Support for further assistance. C-COM Satellite Systems Inc.

  • Page 61: Modem

    New Gen Troubleshooting Guide Page 61 of 68 MODEM C-COM Satellite Systems Inc.

  • Page 62: Error 0X8801 - N Omodem Communication

    Communication between controller and modem has not been established • Modem TX Disabled: Communication between controller and modem is active with Transmitter Disabled • Modem TX Enabled: Communication between controller and modem is active with Transmitter Enabled C-COM Satellite Systems Inc.
  • Page 63 Verify the controller and modems IP address are correct. Connect the Modem directly to the Controllers Ethernet port bypassing any routers, hubs or switches. Swap out the Ethernet Cable. Please contact C-COM Technical Support at support@c-comsat.com for further assistance. C-COM Satellite Systems Inc.

  • Page 64: Cannot Find Satellite

    New Gen Troubleshooting Guide Page 64 of 68 CANNOT FIND SATELLITE Quick Tip: In most cases when you cannot find satellite it is due to improper configuration. C-COM Satellite Systems Inc.
  • Page 65 There must be no RED/YELLOW indicators on the Controls Screen of the iNetVu 7000 software. • The Modem and Controller must be communicating as shown above. If they are not please refer to “No Modem Communication” in this Guide. C-COM Satellite Systems Inc.
  • Page 66 “AZ Window” size at 180. For Tooway Service this must be completed for all BEAMS manually. Please refer to the Quick Start Guide for instructions. C-COM Technical Support can be contact at support@c-comsat.com for further assistance. C-COM Satellite Systems Inc.

  • Page 67: How The Inetvu Search Method Works

    360° may be necessary. This can be accomplished by Overriding the Compass and Enabling Full Search. 4. The search routine also includes an Elevation search window. The default Elevation (Vertical) range is 3-5° on each side of the Target Point. C-COM Satellite Systems Inc.

  • Page 68: Appendix 1: Fastener Torque Table

    Socket Set Screw (ISO 4026-4029, DIN 913-916) 931/933) Socket Low Head (DIN 7984) Thread Threadlocker Threadlocker Threadlocker Torque (Nm) Torque (Nm) Torque (Nm) diameter strength strength strength medium medium medium medium medium medium medium medium medium medium medium medium C-COM Satellite Systems Inc.

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