Customer report
RV Quillon
“Vessel offline since about 02:35 UTC. The crew rebooted the modem twice and nothing changed, so it must be faulty.”
Diagnosis
All 10 terminals on beam B3 (SAT-C 97W) lost rx lock at about 02:35Z and are still offline, on both firmware 4.1.3 and 4.2.1. Antenna beacon signal is normal (about 70%) and pointing error is low. This is a hub, beam or satellite carrier problem, not a fault in the RV Quillon modem.
Evidence
- Fleet query: all 10 B3 terminals offline, RX_LOCK_LOST, esno_now 0.0, fwd 0.0 Mbps, across two firmware versions
- T-1024 modem.log: '2026-10-14T02:35:37Z ERR modem: rx lock lost' at the same minute as T-1021 (T-1021 syslog is +01:00, so 03:35 local is 02:35Z)
- T-1021 messages: after the loss, acu 'acquisition complete, locked on beacon peak_sig=74%' and state=TRACKING point_err=0.07-0.12deg sig=70-72%, with 'modem: outroute acquisition retry' repeating
- T-1021 show modem: Rx Lock NO, Tx OFF, inhibit 0x02, NOT LOGGED ON (consequence of no outroute lock)
- T-1021 messages: buc_current 1.83A, buc_temp 41C, GPS 3D fix with 8 sats before the event, all normal
Evidence gaps
- show rf, show acu, show gps, show qos and test dns are not supported on T-1021, so ACU, GPS and RF were checked only through syslog lines and the beacon signal.
- No hub-side or beam status was available to confirm the cause of the carrier loss.
Next steps
- Escalate to the hub/network team now for a B3 / SAT-C 97W outroute carrier outage that started at about 02:35Z.
- Tell the customer that the modem is not faulty and a technician is not needed. Ask the crew to stop rebooting it.
- T-1021 logged a 2.3 s ODU supply interruption at 02:35:28Z and the ACU restarted. The ACU re-locked on the beacon and tracking is normal, so no action is needed unless service stays down after the beam is restored.
- After the hub restores the carrier, check that the B3 terminals regain lock and logon. If T-1021 does not, re-check it individually.
Investigation
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