Troubleshooting

Note: This topic applies to an Intellian OneWeb system. If you have a Kymeta system, refer to the Kymeta user documentation for troubleshooting information.

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

Check the Intellian OneWeb app or local user interface for any error messages

The Intellian OneWeb iOS and Android apps are available for free from the app stores. The app also includes troubleshooting help.

Verify the CNX is powered on

The status light should be lit on the CNX. If it is off, make sure its power supply cable is connected to vessel power. Also make sure the CNX is mounted properly in a dry, well-ventilated area.

Check for blockage

Make sure the antenna has a clear view of the sky and is free of dirt/debris. Do not use abrasive cleansers or high-pressure water to clean the antenna.
Heavy rain/snow/hail can also interrupt service.
Transmissions from radar and other radio antennas in the vicinity may also cause interference.

Check cables and connections

Make sure all cables are connected tightly, and make sure the cables are not kinked or damaged.

Cycle power

Try unplugging the CNX then plugging it back in.

Check the network devices

If possible, try connecting a laptop directly to the CNX to rule out issues with LAN devices.

Getting Help

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

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