Troubleshooting a Data Problem

If you are unable to access the Internet, follow these steps:

Step 1: Check the Basics

Complete the initial troubleshooting steps.

Step 2: 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 BDU 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".

Step 3: Try a Direct Wired Connection

Connect your computer directly to the Ethernet port in use on the back of the BDU 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.

Step 4: 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 BDU. (The default IP address for the High-speed (HS) LAN is 192.168.5.1. The default IP address for the Unlimited Use (UL) LAN is 192.168.6.1.) All packets sent should be received. If packets are lost, your computer is not connected properly to the BDU.

Ping 4.2.2.1 to check your connection to the Internet. All packets sent should be received within 580-900 ms over VSAT. If the ping fails, contact KVH Technical Support.

Step 5: Try other available WAN connections

If a certain application is not working over the VSAT connection, but it works over the cellular and/or shore Wi-Fi connections, a Category Control might be enabled in KVH Manager that is blocking or restricting that type of application. See Category Controls.

If a certain application is not working over the cellular connection, but it works over the VSAT 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 BDU, and the cellular connection does not work with that SIM active, the SIM might need to be activated for the TracPhone 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.

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