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Date Revised: 03/11/2010

HughesNet Tools

Introduction:

HughesNet Tools is available to DW6000/7000, HN7000S and HN9000 customers. For HN9000 customers, HughesNet Tools is installed as part of the activation process. For HN7000S, it can either be installed from the HughesNet activation CD which comes with the HN7000S equipment, or downloaded from the Customer Care Page.  For DW6000/7000 customers, HughesNet Tools can be downloaded from the Customer Care Page.

HughesNet Tools continuously monitors your HughesNet connection, and provides immediate one-step fixes to common internet and e-mail problems that may affect the quality of your service.

Once installed, HughesNet Tools offers you access to free and discounted service enhancements to protect your computer via ZoneAlarm Security Suites.  For information on Zone Alarm Security Suites, click here.

Quick Links:

Download and Install HughesNet Tools

HughesNet Activation CD and Installation Process

Install HughesNet Tools

Toolbar Install and De-install

Diagnostic Alerts

Internet Diagnostics

E-mail Diagnostics

Security

E-mail Configuration Tool

Profiled Settings

Utilities

HughesNet Tools Support Library

Contact HughesNet Tools Support

Procedure/Solution:

Download and Install HughesNet Tools

1. Browse to http://tools.myhughesnet.com
2. Click Install Now.
   
   Note: HughesNet Tools is currently not compatible with Mac OS X or Windows 7.
3. The application will verify that HughesNet Tools has not been installed.
4. Depending on your security settings, you may see a Security Warning dialog box. If the pop-up screen appears, click Run to continue the installation.
   
5. A File Download pop-up warning will be displayed. Click Open.
   
6. Read the licensing agreement. Click Accept.
   If you are unwilling to accept the licensing agreement, click Decline to end the download process.
    
7. Choose the download location.  The default location is suggested.
   If an alternate location is desired, click Browse and select the new location.
8. Click Next.
   
   
9. Register your copy of HughesNet Tools. All fields are mandatory.
10. Click Next.
    
11. Verify that you have internet connectivity.
12. Click Next.
    
13. The required files will download.
    
14. When the download is complete, click Finish.
    
15. The HughesNet Tools application will launch.
    
16. Installation has now been successfully completed. Access HughesNet Tools by clicking the HughesNet Tools icon located in your system tray.
    

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Toolbar Install and De-install

Install Toolbar

1. Open HughesNet Tools and click on the Install Toolbar link
   
2. You will be presented with a software licensing agreement. To continue you must highlight the I Agree radio button then click on Next.
   
3. This will initiate the installation of the toolbar.  You can abort the installation process by clicking on Cancel.
   
4. Once the installation has been completed the following screen will be displayed. Clicking on Done will return you to the main HughesNet Tools home page.
   
5. HughesNet Toolbar is now installed on Internet Explorer
   

De-Install Toolbar

To de-install the toolbar you will need to use the Windows Add/Remove program.

1. Click on Start > Settings > Control Panel
   
2. Located and click on Add/Remove Programs
   
3. Locate the HughesNet Toolbar in the program list then click on the Change/Remove button
   
4. Click on Yes to confirm the removal of the HughesNet Toolbar
   

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Diagnostic Alerts

1. When a error condition is detected a pop-up alert is displayed.
2. Click Resolve My Issue.
   
3. HughesNet Tools will open and run the specific diagnostic associated with the application.

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Internet Diagnostics

1. Click the HughesNet Tools icon located in your system tray.
   

2. The Internet diagnostic runs when you click the I am unable to browse the Internet link from the - I Have a Technical Problem - area of the Welcome Screen.
   
3. The internet diagnostic performs an HTTP connection test to the HughesNet web server and to a well-known server like Google.  These servers are used to verify connectivity to the Internet.
   
4. If a successful connection is made to these servers, the Internet Connection Test Successful screen is displayed, if unsuccessful go to step 4.  From this screen, you can verify connectivity (The Click here link opens to the HughesNet web site.), browse the Support Library, or call Technical Support for additional assistance.
   
5. If a connection does not exist, then the Profiled Settings are validated. Proxy settings are validated first, then the network settings. If the settings have changed since they were profiled, during the activation process, and if connectivity tests fail, click on the restore button.
   
   Note: After restoring the settings, it is sometimes necessary to restart the computer (i.e. returning to DHCP from Static IP settings)
   
6. After the proxy and network settings are validated and updated as necessary, the internet connection is revalidated, resulting in either a "Connection Successful" screen or a "Connection Failed" screen. If a connection to the internet is still not present, a connection to the modem is not present, and the profiled settings are unchanged, the cable and modem troubleshooting information is presented. To continue the troubleshooting process click on Start.
   
7. You are then prompted to verify the LAN cables connections between the HughesNet LAN 1 port and your PC NIC card.
    Note: Your modem LAN light should be blinking or solid steady if the cables are connected correctly. If not, Click Here.
   
8. Once the cable connections are verified, you will be prompted to reboot the HughesNet modem by unplugging it. Once the HughesNet modem has power restored, you should click the Continue button.
   
9. If a connection to the internet does not exist, but a connection to the modem does exist, then an attempt is made to restore connectivity through the modem.  If appropriate, a Forced Range is performed on the modem.  If a force range fails to resolve the issue, the self-support tool attempts to create a useful message you can give to a customer service agent.

   The message will be one of the following, which should help the support agent in diagnosing the problem:

   • TurboPage Problem
   • Problem with Internet connectivity from the NOC
   • Problem with DNS Server
   • Connectivity issue in the NOC from IPGW to the rest of the NOC infrastructure
   • IPGW issue - subnet.cfg not updated or keys not loaded - OR Connectivity Issue between DNCC and IPGW
   • Could not contact modem

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E-mail Diagnostics

1. Click the HughesNet Tools icon located in your system tray.
   
2. Click I cannot send or receive E-mail under I Have a Technical Problem.
   
   Note: T he first diagnostic performed is the Internet connectivity test.  If this test fails, the Internet repair diagnostic is launched (See step 6 in the previous Internet Diagnostics section of HughesNet Tools.).
   
3. If the internet connectivity test passes, the E-mail Diagnostics process gathers all the installed hughes.net mail accounts and selects the default account, then it prompts you to enter the password for the default hughes.net account.
   
   
   
4. The diagnostic then tests to see if the HughesNet Tools can connect to the Hughes Network System mail servers.
   
5. If the connectivity test to the Hughes Network System mail servers is successful, the diagnostics will  performs a 'round-trip' test, sending an e-mail to itself from the default mail account to verify the account settings and connection to the E-mail server.  If either of the E-mail Diagnostics tests fail, skip to step 7.
   
6. If the round trip E-mail test is successful, you will receive a message in Microsoft Outlook Express with the text provided as a result of this test.
   
7. You will see a final screen with a success message, this screen presents you with the options to browse the Support Library or to call the technical support number.
   
8. If the E-mail Diagnostics fails, the current mail settings are verified against the Profiled Settings. If these settings have changed, you are given the option to restore settings. If you select Yes, HughesNet Tools will then re-run the E-mail test again, starting with the connection to the mail servers and continuing to the "round trip" test if successful.  Restore the Profiled Settings
   
   
   
9. If the test succeeds, you will see the final screen, with the opportunity to view the support library or to call the technical support number. Our Technical Support Department is available to assist you 24 hours a day, 7 days a week at 866-347-3292.
   
10. If the E-mail tests fail for whatever reason, the HughesNet Tools displays a failure message, followed by the options for you to either browse the support documents or to phone Technical Support.
    
11. Continue the troubleshooting process based on your E-mail symptom, click here.

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Security

Windows Automatic Updates

1. Click the HughesNet Tools icon located in your system tray.
   
2. Click Security under Helpful Tools.
   
3. Select the Windows Update link. Note: The Install Zone Labs Security link will not be displayed if you are running windows Vista.
   
4. HughesNet tool will then check if any updates are available.
   
5. If you already have windows automatic updates enabled and your computer has the latest updates, the following screen will appear. If automatic updates are not enabled you will be provided the option to enable automatic updates.
   
   
6. If you select "Yes" HughesNet tools will enable Windows Automatic Updates, once enabled you will receive a confirmation screen. If you select "No", you will be returned to the main Security home page.
   
   

Windows Messenger

1. Click the HughesNet Tools icon located in your system tray.
   
2. Click Security under Helpful Tools.
   
3. HughesNet tools will then provide you the ability to disable Windows Messenger.
   
4. If you select "Yes" HughesNet tools will disable Windows Messenger, then provide a confirmation screen shot. If you select "No", you will be returned to the main Security home page.
   
   
    

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E-mail Configuration Tool

1. Click the HughesNet Tools icon located in your system tray.
   
2. Click Configure an E-mail Account under Helpful Tools.
   
3. The E-mail Configuration Tool will gather e-mail client information from your PC and verify that you have a hughes.net e-mail account.
   
4. Select the e-mail client you want to configure. Only clients installed on your PC will be displayed. In the example below, Outlook Express, Eudora and Incredimail are installed on the PC. 
   1. Select the radio button next to the e-mail client to be configured.
   2. Enter your user name in the User Name field.
   3. Enter the e-mail account name (i.e. "johndoe" instead of "johndoe@hughes.net") in the E-mail Address field.
   4. Enter the password associated with the e-mail account in the Password field.
   5. Re-enter the password associated with the e-mail account in the Password Confirmation field.
5. Click the radio button next to Yes to set this e-mail address as the default account for the selected client.
6. Click Next.
   
7. The E-mail Configuration Tool will perform a 'round-trip' test, sending an e-mail to itself from the default mail account.
   1. If the "round trip" e-mail test is successful, you will receive an e-mail message in Microsoft Outlook Express as a result of this test.
      
   2. Click Finish.
      
8. If the "roundtrip" test fails the following screen will be displayed. If you would like Hughes Tools to perform additional troubleshooting, click Contact a Support Technician.  

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Profiled Settings

The HughesNet Tools saves the proper settings for browser proxy settings, NIC card(s), and email accounts that are used within the Internet Connectivity Assistant and Email Assistant workflows. These settings are saved in the registry at \\HKCU\Software\Motive\Telco\pta.

The profiled settings are used in conjunction with the internet connectivity and email diagnostics tests. If one of these tests fails,   HughesNet Tools will return your system to these previously stored profiled setting in an attempt to correct the problem.

Browser Settings (Internet Explorer Only):

• IE5 AutoConfig URL
• IE5 AutoDiscovery Flags
• IE5 Proxy Flags
• ProxyEnable
• ProxyOverride
• ProxyServer

NIC Settings (Physical NIC Only, no Virtual NIC)

• DefaultGateway
• DNSServer
• EnableDHCP
• MACAddress
• WinsServer

Email Accounts

• List of Outlook Express accounts and domains

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Utilities

1. Click the HughesNet Tools icon located in your system tray.
   
2. Click Utilities under Helpful Tools.
   
3. There are three tools to improve browser performance:
   • Empty Recycle Bin
   • Clear Browser  History
   • Delete Temporary Files
   

Empty Recycle Bin

1. Click Empty Recycle Bin.
   
2. The Recycle Bin will be emptied.
   
3. Click OK.
   
4. Click Done.
   

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Clear Browser History

1. Click Clear Browser History.
   
2. The Browser History will be cleared.
   
3. Click OK.
   
4. Click Done.
   

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Delete Temporary Files

1. Click Delete Temporary Files.
   
2. The temporary files will be deleted.
   
3. Click OK.
   
4. Click Done.
   

Back to Utilities

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HughesNet Tools Support Library

The HughesNet Tools Support Library provides documentation available online or offline. The library is divided into two categories, Internet Explorer and Outlook Express.

1. Click the HughesNet Tools icon located in your system tray.
   
2. Click Browse All Support Documents under Support Library.
   
3. Click Internet Explorer or Outlook Express.
   
4. The Support Library documents contain "read and do" instructions related to Internet Explorer/Outlook Express.
   
5. The FAQ (Frequently Asked Questions) documents contain questions linked to appropriate answers embedded inside the document:
   

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Contact HughesNet Tools Support

HughesNet Tools captures a pre-defined set of telemetry data for  troubleshooting your HughesNet system. Our Technical Support Representative uses this information to diagnose and resolve the issue or assist you with system setup. The telemetry data contains only data that is specific to the operation of your satellite modem and your primary hughes.net e-mail address.

1. Click the HughesNet Tools icon located in your system tray.
   
2. Click Contact Support under Helpful Tools.
   
3. Account information is gathered.
   
4. The system is analyzed.
   
5. Click on the arrow next to Click here to show details.
6. Click Next.


7. If you have Internet connectivity, a screen similar to the following will be displayed. Issues may be resolved by using the diagnostics available on the satellite modem, or by using articles in this Knowledge Base.
   1. If you cannot resolve the issue, scroll down and click Next to send the telemetry data to Hughes Technical Support.
      Note: For the telemetry data to be transferred,  the Internet connection must be via HughesNet equipment (i.e. Connectivity via DSL, cable modems, etc. will not send telemetry data).
      
   2. Contact Technical Support at the phone number that is displayed.
      
8. If you do not have Internet connectivity,  a 16 digit diagnostic code will be displayed. Do NOT close this window, detailed information may be needed by your HughesNet Technical Support Representative. Please call Technical Support at the phone number which is displayed.
   Note: Without a HughesNet Internet connection NO data will be sent. You must call the phone number listed in the diagnostic text and either enter the 16 digit diagnostic code into the Automated Telephone System or provide it to the Technical Support Representative.
   

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