Initial Troubleshooting Steps

If you are experiencing a problem with your antenna system, first follow these basic steps:

Step 1: 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 BDU. They should all be lit green. If a light is not lit green, refer to Status Lights (LEDs).If you are unable to access the web interface, check the front panel touchscreen for status information (see BDU Touchscreen).

Step 2: Check for Blockage

If the antenna is continuously searching for the VSAT satellite, check the area around the antenna for blockage. The antenna needs an unobstructed view of the sky to receive satellite signals. Common causes of blockage include other onboard masts or structures, severe weather, and nearby buildings, bridges, trees, or other vessels.

Note: You can determine which direction the antenna is pointing by viewing the Home page on the web interface.

If there is no blockage, you might be located outside of the VSAT service coverage area (for a coverage map, visit www.kvh.com/tracphonemaps www.kvh.com/tracnetmaps). If there is partial blockage causing intermittent antenna performance, you can set up a tracking avoidance zone to avoid tracking in that direction.

Step 3: Try Accessing the KVH Test Page

Try accessing the KVH test page at http://test.minivsat.net (only works over a VSAT connection). If the KVH test page appears in your browser, but you still can’t access any other web page, there might be an account or hub issue – contact KVH Technical Support.

Step 4: Check Power and Cables

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

Step 5: Restart the System

Try restarting the system at the system's web interface. If you cannot access the web interface, turn off the BDU at the frontrear panel, then turn it back on.

Next Steps...

If you are unable to make a voice call, follow the additional steps in Troubleshooting a Voice Problem.

If you are unable to access the Internet, follow the additional steps in Troubleshooting a Data Problem.

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