Initial Troubleshooting Steps

If you are experiencing a problem with your antenna system, check the following:

Check System Status Information

Open a web browser window on any computer on the network, enter https://kvhonboard.com, and log into the system's web interface (see Accessing the Web Interface). The Home page provides system status information (see Status Information). If an error message is displayed, refer to Error and Warning Messages.

If you are unable to access the web interface, check the status lights on the front of the Hub. They should all be lit green. If a light is not lit green, refer to Status Lights (LEDs).

Check Power and Cables

Make sure power is applied to all system components. Also make sure all cables are connected tightly.

Restart the System

Try restarting the system at the system's web interface. If you cannot access the web interface, turn off the Hub at the rear panel, then turn it back ondisconnect power from the PoE injector, wait 30 seconds, then reconnect it.

Check Your Computer’s DHCP Configuration

Unless you have set up a static IP address, your computer’s TCP/IP settings need to be configured for DHCP addressing (default setting), which allows the system Hub to assign it an IP address.

Windows 10: Go to Settings > Network & Internet > Ethernet > Network and Sharing Center. Select Ethernet or Wi-Fi (whichever you are using) > Properties. Then select "Internet Protocol Version 4 (TCP/IPv4)" and click Properties. Make sure both IP Address and DNS Server Address are set to be obtained automatically.
macOS: Go to System Preferences > Network then select Ethernet. Make sure Location is set to "Automatic" and Configure IPv4 is set to "Using DHCP".

Try a Direct Wired Connection

Connect your computer directly to the PoE injector's LAN portEthernet port in use on the back of the Hub using an Ethernet cable. Then restart your computer. If you are now able to access the Internet, there is a problem with your vessel’s network.

Ping the Network Connections

The Ping command sends a test packet to any IP address you choose and reports how long it takes to receive a response.

To send a Ping on a Windows PC: Open a Command Prompt window (press Windows Logo key + R, then type cmd). Then, at the command prompt, type ping <IP address>.
To send a Ping on a Mac: Open the Network Utility (go to Finder > Utilities > Network Utility). Then, in the Ping tab, type the IP address then select Ping.

Ping the IP address of the systemHub. (The default IP address for the LAN is 192.168.5.1.) All packets sent should be received. If packets are lost, your computer is not connected properly to the systemHub.

Ping 4.2.2.1 to check your connection to the Internet. If the ping fails, contact KVH Technical Support.

Try other available WAN connections

If a certain application is not working over the cellular connection, the application might be blocked by the provider due to the Internet egress region of the cellular service. This issue is most common with content streaming services, such as Netflix or Pandora. This problem may be solved by using a VPN (virtual private network) on your device. A VPN service, such as ExpressVPN, allows you to specify your country of egress.

If a third-party SIM is installed in the Hub, and the cellular connection does not work with that SIM active, the SIM might need to be activated for the TracNet antenna's TCM device, the SIM card might not be compatible with the TCM, or you might be located outside the coverage area of the SIM's cell network. See Using Your Own Cellular SIM Card.

If the Wi-Fi connection is selected for use, but it is not providing Internet access, the shore Wi-Fi network might be using a captive portal. See Connecting to a Shore Wi-Fi Network that Requires a User Login.

Getting Help

If you need help resolving a problem, please contact KVH Technical Support.

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