Wireless Connection Problems

There are many reasons that can cause the STB to either not communicate or to communicate poorly with the wireless router. Here are a few:

• A space, underscore, or special character is present in the network name (ESSID).
• Wireless modes set to N-only or a mixed mode that includes N.
• If you are using WEP, the authentication type is set to shared; authentication types should always be set to auto or open.
• The customer is using WPA2 encryption; this encryption is currently incompatible and should be set to WEP or WPA.

NOTE: Many of these problems have been resolved with the upgrade to 2.5.0. WPA2 is still not compatible.

IMPORTANT: STBs currently ship with software 2.4.5. Soon after you connect the STB to the internet, your STB should receive the current software upgrade. However, 2.4.5 is not compatible with WPA. If the customer wishes to use WPA, the customer will need to connect the STB to the Internet to receive the upgrade.

Buffering
For some problems such as buffering, you would want to check Firewall settings, ADS, Wireless channel, Port forwarding and DMZ. Verify that all firewall settings and ADS settings on the router are disabled or set to the lowest setting possible. The Wireless channel should really only be modified if the STB is freezing up or if you’re trying to improve the LQ. Additionally, verify that the wireless channel is not set to “auto” as this allows the router to change the wireless channel at random. Port forwarding is useful if there is not an “off setting” for the firewall on the router. DMZ is a function that will allow all traffic to flow unrestricted for one IP address. For more information on buffering, refer to Buffering (Link).

Freezing

If the STB freezes on this screen, it is usually a wireless issue (changing the wireless channel will usually correct this).

Freezing issues occur generally whenever the STB is receiving a wireless signal that possibly might have a high level of traffic, or be using a network band (mode) that is incompatible (such as N). Usually, changing the wireless channel/mode can resolve this issue quickly.

Here are some standard channels/modes our tech team often uses with success:

Channels: 4, 9, 11
Modes: G only, B/G mixed, B/G/N mixed (2.5.0 only)

Verify that neither the Channel nor Mode is set to “Auto”. Always set these options to a manual mode. Additionally, some wireless devices can broadcast 2 SSID's—sometimes these routers can cause freezing if one of the devices broadcasts in an incompatible mode. Furthermore, if the customer is hardwired, verify that the customer’s antenna is not attached to our STB.

IMPORTANT: For almost all situations, Power Cycle the modem and router first.
Wireless Security

Software version 2.5.0 is compatible with WEP64, WEP128, and WPA (Wi-Fi Protected Access) encryption. WPA2 is still not compatible.

Bridging

Bridging is a function that can be preformed on most DSL modems; the modem surrenders its ability to initiate a connection to the ISP—this function is then passed on to the router. Bridged modems allow all traffic to pass through them and do not use any packet inspection. For the Sky Angel STB to work with a bridged modem, the modem must have a router connecting the STB and modem.

IMPORTANT: Cable modems are pre-bridged.

When we need a modem bridged, the best solution is to have the customer call their ISP to have it done. Bridging a modem is a delicate process and since the ISP has all the information and can most likely do the work remotely, it leaves less room for error.

Bridging modems is useful whenever there are security features on the modem that cause buffering, Server Busy, or even UTARP errors.

Bridging is a last resort if all other troubleshooting fails.

DMZ (Demilitarized Zone)

DMZ (Demilitarized Zone) is a way to 'forward' all information from the internet directly to a device. This can be a helpful function whenever buffering or server busy errors are occurring. DMZ function will help bring the data from our Sky Angel service into the customer’s network, and directly to our STB. By setting up a DMZ, the programming is able to bypass the customer’s firewalls if customer wishes to keep them up on their network.

The STB must either be connected to the device we set DMZ up on or reside within the same IP range.

To enable DMZ, follow these steps:

1. Set up Static IP on our box
2. Log into the modem/router and navigate to the security/DMZ page
3. Set up DMZ function with the IP address of our STB
4. Power cycle all devices

For some devices, DHCP must be enabled on our STB for DMZ to work correctly, please check specific info on modem/router before setting up DMZ.

NOTE: DMZ seems to rarely fix buffering problems and is best used when the customer does not wish to disable his or her router security.

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