1.2.4 UAT Troubleshooting - Common Failure Scenarios and Fixes

1.2.4 UAT Troubleshooting - Common Failure Scenarios and Fixes

If the terminal fails UAT, work through the following failure categories in order before escalating to Orbius (L2 support).

Category

Likely issue

Diagnostic

Fix

A. No IP address

DHCP not assigned by Starlink UT

Run ipconfig/ifconfig — if 169.x.x.x address, DHCP failed

Renew IP (ipconfig /release, /renew).
Power cycle terminal.
Avoid USB-to-Ethernet adapters not supporting 1000 Mbps

B. No internet (IP assigned)

Terminal not yet backhauled to satellite

Ping 192.168.100.1 — if pass but 8.8.8.8 fails, terminal is online but not backhauled

Wait up to 10 minutes after reboot for satellite link. Check Starlink App status — should show 'Online'

C. DNS failure

Name resolution failing but IP reachable

Ping 8.8.8.8 (passes) but google.com (fails)

Set manual DNS: 1.1.1.1 (Cloudflare) or 8.8.8.8 (Google)

D. Low throughput

Cable speed negotiation failure or obstruction

Check link speed on network adapter — should be 1000 Mbps. Check obstruction score in Starlink App

Replace cable if not Gigabit. Reposition if obstruction >0%

E. Service Line 'No terminal attached'

Terminal not assigned to Service Line in Portal

Check Service Line Details in Portal — Devices section should show terminal serial number

Assign terminal to Service Line in the Orbius Portal. See Article 2.2.1

F. Service Line 'Exhausted'

Data plan fully consumed for the month

Check consumption in Portal Dashboard

Enable data overage (Article 2.3.2) or upgrade subscription plan (Article 2.3.1)




Ping diagnostic reference

Ping result

Meaning

Fix

192.168.100.1 ✓ / 8.8.8.8 ✗

Terminal online, not backhauled

Wait for 'Online' status or reboot

8.8.8.8 ✓ / google.com ✗

DNS failure

Set manual DNS: 1.1.1.1 or 8.8.8.8

192.168.100.1 ✗

Terminal offline or Ethernet not functional

Power cycle, replace cable, check 1000 Mbps link

 

Field experience notes

•      Starlink Ethernet adapters occasionally fail to assign IPs on first boot a, full power cycle (unplug, wait 30s, reconnect) typically resolves this

•      The Ethernet port comes up before the satellite link, so you can see 'connected' even when there is no internet yet

•      Avoid USB-to-Ethernet adapters that do not support 1000 Mbps, they may negotiate at 100 Mbps and fail to obtain a DHCP address

 

📌  Note:

If you have worked through all categories above and the terminal is still failing UAT, open a support ticket at support.orbius.com with the ticket type 'Installation support'.



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