Replacing and Returning a Satellite Modem

Model: HN9000
The HN9000 provides Internet and/or corporate intranet connectivity via satellite. The receive and transmit capability is housed in a single chassis. If any part is defective, the entire unit is replaced. Follow these instructions to replace your defective unit with the replacement HN9000 satellite modem. None of the procedures in this manual requires the services of a professional installer, even though your modem may have been professionally installed. This Guide applies to users in the United States and Canada only. This process replaces the satellite modem hardware unit but preserves your user account information (such as commissioning information and e-mail settings). The replacement satellite modem has a new serial number, but the site account number (SAN) remains the same. To avoid possible fees from your service provider, return the defective satellite modem as soon as possible. Use the packing materials from the replacement modem to ship the defective modem to the specified address, and make sure the tracking number appears prominently on the outside of the carton. If you saved the Welcome to HughesNet quick start guide that was enclosed with your original satellite modem, it is a useful place for recording certain information concerning the replacement modem. For additional information about the HN9000 satellite modem, refer to HN9000 Satellite Modem User Guide (1037577-0001). The replacement procedure includes: Disconnecting the old satellite modem Connecting the cables to the new modem Waiting for the unit to begin working Final installation steps Shipping back the defective unit

How to get help

If you experience a problem during this replacement, contact your service provider, who will assist you with the problem. If you purchased it from one of our Value Added Retailers (VARs) please do not contact Hughes. Contact your VAR according to the procedures supplied by them for technical support. They are trained to help you with any technical problem.

Product warning labels

The satellite modem back panel includes the following safety alert label: USE ONLY WITH HUGHES POWER SUPPLY PROVIDED. SEE USER GUIDE. Use the old modems power supply if it is not damaged or defective.

Document number: 1037580-0001

Revision A March 17, 2008

Disconnecting the old satellite modem

1. Unplug the power cord from the wall outlet or surge protector.

CAUTION
You must first unplug the AC power cord from the wall outlet or surge protector. Do not pull the power cord from the back of the HN9000 until it is disconnected from the power source. Doing so could damage the pins and cause a short circuit in the system.

Figure 1: Disconnecting the power cord from the power outlet or surge protector

2. Disconnect the power supply cord from the modem. 3. Disconnect the transmit cable (SAT. OUT) and receive cable (SAT. IN) from the modem.

Figure 2: Disconnecting the power cord and cables from the HN9000

4. Disconnect the Ethernet (LAN) cable from the modem.

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Connecting the cables to the new modem

Connect the power cord and cables to the replacement modem. Refer to Figure 1 if necessary. 1. Connect the transmit cable to the modems SAT. OUT port. 2. Connect the receive cable to the modems SAT. IN port.

CAUTION
The transmit and receive cable connectors must be securely tightened. Make sure each connector is properly aligned (not cross-threaded). Finger tight with no connector play is adequate.

Note: The satellite modem may operate correctly when first installed even if the transmit and receive cable connectors are not adequately tightened. However, problems could develop later. Therefore, correct operation of the modem is not an indication that the cables are adequately tightened.

3. Make sure your Ethernet cable is still connected to your computer, and connect the Ethernet cable to the HN9000 LAN port. 4. Connect the power supplys DC power cord to the modems DC IN port. 5. Power up the satellite modem. The modem performs a self-test. If the self-test passes, the modem powers up in boot phase. (If the self-test fails, the Transmit and Receive LEDs will not turn on.)

Waiting for the unit to begin working

The new satellite modem automatically scans for updated parameters that are broadcast by the HughesNet Network Operations Center directly to your satellite modem. When the update is complete, the modem starts working automatically. This can take as little as 5 minutes or as long as 30 minutes. Expect the modem to reboot twice during this process. If your computer is directly connected to the satellite modem without an intervening router, you can use the following procedure to monitor the progress: 1. Launch Internet Explorer. 2. Enter the following URL: 169.254.121.2. This displays the status screen showing it scanning across different microcells. The modem will be operational when Installation Complete and State Code=25 both appear on the status screen. You may have to relaunch Internet Explorer and reconnect to the status screen after each reboot during this process.

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Final installation steps

If you have a Public IP Service Plan, you may need to trigger the DHCP. Follow these commands: 1. Navigate to Start Run The Run window will open. 2. Enter command and click OK. A DOS command line window will open. 3. At the DOS command line, enter: a. ipconfig/release and press Enter. b. ipconfig/renew and press Enter. 4. You have completed the final steps. Close the DOS window.

Shipping back the defective unit

Use the packing material and carton from the replacement unit to ship the defective unit back to the address specified. Make sure the tracking number appears prominently on the outside of the carton. 1. Pack the defective unit in the original packing carton used to ship the replacement unit. 2. Close the shipping box and tightly seal it with packing tape.
Note: Use only packing tape to seal the box.

3. Using a shipping label, clearly address the box to: Hughes Network Systems, LLC RMA #000000000 [Replace zeros with the RMA number.] Shipping Point 4004 16060 Industrial Drive Gaithersburg, MD 20877 Important: In place of RMA #000000000, as shown above, you must include the return material authorization (RMA) number given to you by Hughes Customer Care by phone or by e-mail. If you do not include the RMA number, your package may be rejected, and your credit for returned equipment (if applicable) may be delayed. If you do not have an RMA number, call Hughes Customer Care at 1-866-347-3292. 4. Place the shipping label on the broad side of the shipping box.

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5. Take the box to a shipping company such as Federal Express or United Parcel Service (UPS) or to the U.S. Postal Service.
Note: You are strongly advised to use a shipping service that uses a tracking number.

Note: You may want to insure the contents of the package for the amount of your refund for returning the equipment. Note: The equipment to be returned weighs approximately 10 lb, depending on the specific equipment you have.

6. Optional: You can check the status of your returned equipment shipment by going to the Hughes Customer Care web site: http://rmastatus.hughesnet.com

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Copyright 2008 Hughes Network Systems, LLC

All rights reserved. This publication and its contents are proprietary to Hughes Network Systems, LLC. No part of this publication may be reproduced in any form or by any means without the written permission of Hughes Network Systems, LLC, 11717 Exploration Lane, Germantown, Maryland 20876. Hughes Network Systems, LLC has made every effort to ensure the correctness and completeness of the material in this document. Hughes Network Systems, LLC shall not be liable for errors contained herein. The information in this document is subject to change without notice. Hughes Network Systems, LLC makes no warranty of any kind with regard to this material, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose.

Trademarks
Hughes, Hughes Network Systems, and HughesNet are trademarks of Hughes Network Systems, LLC. All other trademarks are the property of their respective owners.

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