Common issues and troubleshooting

Hardware section

Common issues and troubleshooting

Cannot login to PPTP/VPN server

Wrong login name or password

• Verify the login name and password.
• Please note that the user name and password are case sensitive

Misconfiguration on security setting of VPN Dial- up Networking

• Verify the VPN Connection setup security Settings are set to Advanced (Custom settings)

  o Data encryption – Optional encryption

  o Logon security – Unencrypted PAP password, MS CHAP, MS CHAP v2

Firewall/ NAT blocking TCP port 1723

• Please ensure that your local Firewall/ proxy/ NAT is allowing TCP port 1723 to pass through

Frequent PPTP/VPN disconnection

Bad return channel to the Internet

• Please refer to Bad Return Channel common issues
• Workaround is to configure the Redial if line is dropped option at the Dialup networking connection option properties without prompting for a password

PPTP/ VPN server idle timeout

PPTP/ VPN server will disconnect an idle connection for more than 15 minutes

• Workaround are to:

  o Perform a continuous Ping to any server in the Internet

  o Configure the Redial if line is dropped option at the Dialup networking connection option properties

Able to login to PPTP/VPN server but not able to browse/download at All

Account and MAC address association is not correct

• Please contact to support@isatasia.com to verify if the account is associated with the correct MAC address

Satellite receiver misconfiguration

i) Satellite receiver drivers/ application not installed properly on host PC

ii) Satellite receiver Signal and Data is NOT locked correctly

iii) Missing PID on the Satellite receiver card

• Please verify if the satellite receiver card is installed correctly on host PC. Please go to Windows Control Panel, Systems, Device Manager to view all installed hardware if there are hardware/ software conflicts
• Please verify if the satellite receiver card is lock permanently to the Signal and DataLock. The locking does not fluctuates
• Please verify if the following decimal PIDs are configured on you satellite receiver card. Please refer for the correct PIDs

  o 303 (Hex 12F) – Multimedia Stream

  o 305 (Hex 131) – Broadband Services

Your ISP or upstream ISP blocking port GRE Protocol 47

• Please ensure that your local Firewall/ proxy/ NAT does not filter/ block GRE Protocol 47. This is the protocol used to send encrypted data to the PPTP/ VPN server

Able to login to PPTP/VPN server but slow browsing and download to all sites

Bad return channel to the Internet

• Please refer to Bad Return Channel common issues

Bad satellite feed to satellite receiver card installed at host PC

• Realign/ retune satellite receiver antenna to give

  o A stable Channel BER of 1x10(- 3) of better

  o A stable Reed Solomon Corrected and Uncorrected Errors (Uncorrected errors should not be increasing at more than 5 per second)

• Verify the cables, splitter and amplifiers in between the LNB and satellite receiver
• Use a solid and larger satellite receiving antenna for reception
• Use a Phase Lock Loop LNBs to filter out incoming errors caused by vibration, rain and interfering noises
• At all times, please make sure there is NO RF transmitting frequencies at 1. 33Ghz and 3.820Ghz near the satellite receiving vicinity

Able to login to PPTP/VPN server but can’t access certain web sites

Congested Internet backbone to server/ web host

Host server/web server is busy/down

• Try again later or escalate to website

Able to login to PPTP/VPN server but slow browsing and download to local sites

The cause of such problem is due to the PPTP/ VPN technology been used. All users’ requests are routed to HK for fetching.

• The work around solution is to change the host PC routing table to route requests via PPP or LAN return channel instead of via the PPTP/ VPN
• The command is as follows C:\ route ADD <IP Block> MASK 255. 255.255.0 <Local GW IP> -p

  o IP Block – IP address of desired web site to access (replace last byte with 0)

  o Local GW IP – local LAN gateway IP address, e. g. router

  o –p – To make this static router entry permanent in the routing table

Bad Return channel

This is the root of many issues. To detect and isolate bad return channel issues, please use the ping and trace route network utilities. The causes of bad return channel are from everything from the host PC to HK NOC.

Bad quality telephone wires or congested local telephone exchange

• Use another phone line at the same and different site
• Try to access the service later, after peak hours

Congested RAS servers and local ISP dropping packets within its backbone or International gateways

• Use a different ISP or use a different line e. g. ISDN, leased line
• Try to access the service later, after peak the hours

Congestion at destination web sites

• Try to access the service later, after the peak hours

Ping and trace route tools

• Please use the OS network utilities Ping and Trace route to trouble shoot this problem. Ping enables you to verify if the VPN server is reachable. Trace route enables you to identify the point of failure.
• Ping pptp.isatasia.com for continuous 5 mins with this MS DOS command c:\ ping pptp.isatasia.com –t ( Key Ctrl- C to stop)
• Trace route pptp.isatasia.com with this MS DOS command c:\ tracert pptp.isatasia.com (Key Ctrl- C to stop)
• Escalate the to respective parties based on Ping/ trace results

  o Local site - Escalate Local ISP

  o International Internet gateways – Escalate Local ISP and iSatAsia.com

  o HK NOC – Escalate iSatAsia.com

Advanced users may use PathPing shareware to test

Hardware section

What kind of DVB cards completely support work in Linux?

• These are Penta Media DVB Cards

Which DVB cards are suitable to use with iSatAsia.com Broadband?

These are:

1. BroadLogic Satellite Express 2030(PCI card)
2. BroadLogic Satellite Express 2530XL(USB Box)
3. Kiss Satdem
4. Pent@Net
5. Pent@Value
6. Co-ship CDVBAny2010C

What is the minimum dish size to receive Broadband Services?

The size of satellite dish is determined by elevation and the country in which you are using our service. Normal requirements are at least a 1.8m satellite dish pointing to the AsiaSat-3S (same satellite that Star TV uses).

Can I use Broadband to support a notebook computer?

Yes, if your notebook PC supports a USB interface, you can use all services with a USB-box type DVB receiver. iSatAsia has already certified a few manufacturers for this type of receiver.