ViaSat Business Hotspots User manual

Business Hotspots
Installation Guide
August, 2019

Viasat Business Hotspots Installation Guide
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Contents
Wi-Fi network installation ................................................................................................................................................................ 3
Equipment ......................................................................................................................................................................................... 4
Network connections .................................................................................................................................................................... 5
Signal flow ........................................................................................................................................................................................ 6
Required for installation .............................................................................................................................................................. 6
Installation instructions ............................................................................................................................................................... 7
Step 1 | Select equipment location ..................................................................................................................................... 7
Step 2 | Install CAT5e cable .................................................................................................................................................. 7
Step 3 | Mount outdoor AP .................................................................................................................................................... 7
Step 4 | Mount indoor AP ..................................................................................................................................................... 10
Step 5 | Install inside network equipment ..................................................................................................................... 11
Step 6 | Auto-configure equipment ................................................................................................................................. 12
Step 7 | Tie down outdoor cables ..................................................................................................................................... 19
Step 8 | Basic network troubleshooting ....................................................................................................................... 20
Step 9 | Complete documentation ................................................................................................................................... 20
Step 10 | Review Quick Start Guide with customer ................................................................................................... 21
Ruckus outdoor AP installation ................................................................................................................................................... 23
Ruckus indoor AP installation ...................................................................................................................................................... 30
Low-profile “stub” mount installation
...................................................................................................................................... 37
Terminating Ethernet cable ........................................................................................................................................................... 41

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Wi-Fi Network Installation

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Equipment
The Hotspots network equipment shown below will be installed at the customer site. Please note if the
customer already has Business Voice and is adding Business Hotspots, the Hotspots service will use the
same controller, and only the PoE injector/s, AP/s and Ethernet cables will be installed. The customer is
responsible for providing the power strip.
Controller PoE injector
Outdoor AP Indoor AP Indoor AP mount kit
Blue Ethernet patch cable Yellow Ethernet patch cable
Indoor AP mount kit is labeled
for easy identification.

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Network connections
When combined with Viasat Business Internet, the satellite modem used will be determined by the satellite
beam for the area. The VHG modem will be used for Viasat 2 beams, and the SB2+ modem is used for Viasat 1
beams. The diagrams below indicate how to connect the Hotspots network equipment using either modem.
VHG modem
SB2+ modem

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Signal flow
Required for installation
The following tools and supplies are required for installation:
Tools Supplies
Power drill CAT5e color-coded Ethernet patch cables (included)
Phillips head screwdriver
CAT5e outdoor-rated Ethernet cable
Torque wrench CAT5e standard Ethernet cable
Flat head screwdriver RJ45 connectors and cable clips
13mm open-ended wrench Pass-through bushings
Cable strip tool Silicone sealant and Bishop tape
CAT5e crimping tool Outdoor UV-rated zip-ties
Cable snips Pole for outdoor AP (if needed) with lags/anchors/screws
CAT5e/LAN cable continuity tester
#10 ground wire
Laptop or smartphone (required for Installer Portal) UL grounding supplies (wire, straps, screws, clamps, etc.)

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Installation instructions
This installation guide provides comprehensive instructions for equipment installation and documentation
when adding the Business Hotspots network to the Viasat Satellite Internet solution.
Step 1 | Select equipment location
Outdoor AP & satellite antenna Indoor equipment
Select a secure location with clear line of site where the
most Wi-Fi users will be reached, preferably overlooking
a gathering area.
Install within 300 cable-feet of the controller at the
minimum height specified in Step 3 below.
Select a secure, climate-controlled location near a
power source and the modem for installing the
controller and PoE injector/s.
Install the indoor AP at ceiling level as close as possible
to the center of the intended coverage area where the
most Wi-Fi users will connect.
Step 2 | Install CAT5e cable
For each outdoor AP, cut to length (1) outdoor-rated CAT5e Ethernet cable no more than 300 cable-feet from
the location where the controller will be installed to the location where the AP will be mounted. Terminate
the ends and test each cable with a CAT5e cable tester. Install the cable, ensuring any holes that penetrate
the building are sealed.
For each indoor AP, cut to length (1) standard CAT5e Ethernet cable no more than 300 cable-feet from the
location where the controller will be installed to the location where the AP will be mounted. Terminate the
ends and test each cable with a CAT5e cable tester.
NOTE: Wait to tie down the cables until after all equipment is installed, configured and tested.
Step 3 | Mount the outdoor AP/s
Mount the outdoor AP/s in a secure location within 300 cable-feet of the controller. The outdoor AP must be
mounted with clear line of site to the Wi-Fi users in either of the following locations:
» A wall or outdoor patio-type ceiling at a minimum height of 10ft. (if ceiling is lower, mount at ceiling
height)
» A roof using a pole mount at a minimum of 2ft. and maximum of 10ft. above the roof, as long as there
is clear line of site to the users (follow the Viasat-approved Low-profile Pole Mount or Stub-mount
instructions)
Refer to the Ruckus Outdoor AP installation instructions in this guide for additional information.
Avoid barriers and signal interference
The access point must be in a location that has clear line of site to the users, avoiding obstructions such as
buildings, trees, shrubs or any large structure that prevents clear line of site.

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Below are examples of barriers that create interference:
Type of Barrier Interference
Wood, glass or synthetic material Low
Water, trees and bushes, bricks, and marble Medium
Plaster and concrete High
Metal Very high
Ground the AP
Using the factory-supplied ground wire and ground screw, connect a good earth ground to the AP chassis
ground point. The earth ground screw is 9mm. Ensure that any replacement screw is no longer than 9mm to
prevent damage to the AP chassis.
WARNING! Do NOT run the ground wire to the ground block for the satellite antenna. Run it to a
separate ground source.
AP LEDs and other elements

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# LED Color/State Meaning
1 Earth ground
screw N/A Used to attach an earth ground to the AP.
2
5G
Off WLAN service is down.
Amber - Solid WLAN is up, but no clients or downlink MAPs are
associated/connected.
Green - Solid The WLAN is up and at least one client is associated.
No downlink MAPs are connected.
Green – Slow flashing
(every 2 seconds)
WLAN is up and at least one downlink MAP is connected.
No clients are associated.
Green – Fast flashing
(twice per second)
WLAN is up, at least one downlink MAP is connected, and at least
one client is associated.
3
2.4G
Off WLAN service is down.
Amber - Solid WLAN is up. No clients are associated.
Green - Solid WLAN is up and at least one client is associated.
4 AIR N/A Not used.
5
DIR
Off Indicates AP is not being managed by the Ruckus management
platform. Contact Viasat installer support.
Green - Flashing slow
(every 2 seconds)
Network problem. Cannot contact Ruckus management platform.
AP may still function if unable to contact the management platform.
If problems are experienced, contact Viasat installer support.
Green - Flashing fast
(2x/second)
Receiving configuration or image upgrade.
Green - Solid Connected to the Ruckus management platform. Working properly.
6
PWR
Off No power to AP.
Red AP is starting up.
Green - Solid Routable IP address received.
7 POE IN RJ45
(Ethernet port)
Supports 10/100/1000Mbps connections, and receives Power over Ethernet (PoE).
8 RESET button DO NOT RESET THIS DEVICE UNLESS DIRECTED BY SUPPORT!

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Step 4 | Mount indoor AP/s
Each indoor AP provides up to 2,500 sq.ft. of coverage. Install the AP/s at ceiling level as close as possible to
the center of the intended coverage area where the most Wi-Fi users will connect. Determine which mount
type to use: drop-ceiling T-bar, flat surface, or mounting bracket. The AP must be mounted within 300 cable-
feet of the controller. Refer to the Ruckus Indoor AP installation instructions in this guide for additional
information.
Avoid barriers and signal interference
Mount the AP/s in an area free from obstructions or sources of interference, such as cement/brick, metal
(especially large metal objects), some appliances, analog phones, speakers, etc.
Below are examples of barriers that create interference:
Type of Barrier Interference
Wood, glass or synthetic material Low
Brick, marble, and objects containing water Medium
Cement High
Metal, microwave ovens, A/C units,
cordless landline phones and headsets,
speakers, any device that consumes
large amounts of electricity
Very high
AP LEDs and other elements

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LED Color/State Meaning
5G
Off Radio is down
Amber - Solid Radio is up, no clients are connected to the 5 GHz radio
Green - Solid Radio is up, at least one client is connected to the 5 GHz radio
2.4G
Off Radio is down.
Amber - Solid Radio is up, no clients are connected to the 2.4 GHz radio
Green - Solid Radio is up, at least one client is connected to the 2.4 GHz radio
AIR N/A Not used.
DIR
Off Indicates AP is not being managed by the Ruckus management platform.
Contact Viasat installer support.
Green - Flashing
slow (every 2
Network problem. Cannot contact Ruckus management platform.
AP may still function if unable to contact the management platform.
Green - Flashing fast
(2x/second)
Receiving configuration or image upgrade.
Green - Solid Connected to the Ruckus management platform. Working properly.
PWR
Off No power to AP.
Red AP is starting up.
Green - Flashing System started, no routable IP address detected.
Green - Solid Routable IP address received.
Step 5 | Install inside network equipment
Install the controller and PoE injector/s in a secure, climate-controlled location near the satellite modem and
a power outlet. Do not place equipment on top of the controller.
NOTE: Ensure the equipment is easily accessible for future support. Avoid installing near a microwave,
as this will cause interference with the signal.

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Modem to controller
NOTE: If the customer already has Business Voice,
skip this step. Proceed to Controller to PoE Injector.
1 Place the controller near the satellite modem.
2 Connect the blue Ethernet patch cable from the
modem to Port 1 on the controller.
NOTE: When using the SB2+ modem, the controller
must be plugged in to Port 1 (next to the white phone
port). The other ports will not work.
3 Plug in the power cable from the controller into the
power source.
OR
Controller to PoE injector
1 Connect one end of a yellow Ethernet patch cable
into
one of Ports 2-5 on the controller.
2 Then connect the other end into the LAN port on the
PoE injector Repeat this step for each additional PoE
Injector.
PoE injector to indoor AP
1 Connect one end of the standard CAT5e Ethernet
cable into the POE port on the PoE injector.
2 Then connect the other end of the Ethernet cable into
the POE IN Ethernet port on the back of the AP.
3 Plug the PoE injector/s into the power source.
4 After boot-up, verify that the PWR LED on the AP is a
steady green.
5 Repeat this step for each additional AP.
PoE injector to outdoor AP
1 Connect one end of the outdoor-rated Ethernet
cable into the POE port on the PoE injector.
2 Then connect the other end to the cable through
the cable gland assembly to the Ethernet port on
the front of the AP. (See Step 1 of the Outdoor AP
installation instructions on page 25.)
3 Plug the PoE injector/s into the power source.
4 After boot-up, verify that the PWR LED on the AP is a
steady green.
5 Repeat this step for each additional AP.
Step 6 | Auto-configure equipment
The controller and AP/s are set up to automatically configure and register with Viasat through the Installer
Portal. To initiate this process, the MAC Address of the controller must be entered into the Installer Portal,
which triggers discovery of the equipment.

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1 To access the Installer Portal, using a smartphone, go to
https://partners.wifi.viasat.com/install/bhlogin and log in using your FSM Tech ID and the order ID
found in the notes section in FSM.
NOTE: If the customer location is in an area with limited cell phone coverage, use your laptop and
connect to Port 10 on the controller to start the configuration process. During the process, the
internet access will be interrupted. If the progression appears to have stalled, unplug the network
cable to the laptop and plug it back in. Then log out of the portal and log back in. If this does not
resolve the issue, contact Installer Relations at [phone] and select Option 1 (Hotspots).
2 Once logged in, the order confirmation appears, showing the installation address and order details
(satellite details will not display on Hotspots orders currently).
Confirm the equipment listed in the order details matches what was shipped. If there is a discrepancy,
contact Installer Relations immediately. The equipment must match for the installation to occur (no
partial Wi-Fi installations). Click next to confirm the order details.

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3 Enter the correct MAC address for the controller.
The MAC Address can be found on a sticker on the back of the controller. It is the first of the two listed;
the other will not work with the Installer Portal.
Click outside the MAC address field, and then click next.
NOTE: After entering information in the required field/s on each page, click outside the field
before clicking next to proceed.
4 Once auto-configuration begins, the status changes.
The controller progression is:
» Discovering
» Configuring
» Qoi
» Configuring
» Installed

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The AP progression is:
» Discovering
» Configuring
» Installed
The equipment will show as pending until it begins the discovery process.
NOTE: Discovering takes approximately 2-3 minutes for each device. Configuring the
controller
takes 5-10 minutes, while the APs can take 15-20 minutes each as the firmware
updates. The AP/s will configure while the controller is in qoi status. Then the controller will
return to configuring status for up to one minute before showing as installed. If the
configuring phase takes more than 20 minutes, begin troubleshooting (see #6 below).

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5 The message column provides more detailed information on what each device is doing during the
discovering, configuring, and qoi phases. The status messages will indicate how the configuration is
progressing.
Each message should display from a few seconds to 5 minutes. Some may not display if that process
happens quickly.
If the same message displays for more than 5 minutes, begin troubleshooting (see #6 below).
Status Controller messages / display times AP messages / display times
Discovering ›Getting order info < 1 min ›Contacting discovery server
›Awaiting device response
›Still awaiting device
response
›Device should respond any
minute now
< 1 min
1-5 mins
1-5 mins
1-5 mins
Configuring ›Getting pptp user entry
›Get Mikrotik tunnel command
›Configuring tunnel (10 sec
delay)
›Updating pptp entry
›Getting ros version
›Upgrading ros version
›Downgrading ros version
›Getting firmware version
›Upgrading firmware version
›Downgrading firmware
version
›Building rsc file
›Uploading rsc file
›Executing rsc file
›Updating virtual gateway
config
< 1 min
< 1 min
2-3 mins
< 1 min
< 1 min
1-2 mins
1-2 mins
< 1 min
1-2 mins
1-2 mins
< 1 min
< 1 min
< 1 min
< 1 min
›Getting ruckus template (<1
min)
›Provisioning ruckus device
(<1 min)
›Creating new AP Zone (1st AP
only)
›Creating new AP group
›Creating new AP
›Creating new WLAN group
›Creating new WLAN
< 1 min
< 1 min
< 1 min
< 1 min
4-5 mins
< 1 min
< 1 min
Qoi Blank 20-30
mins
N/A N/A
Configuring ›Updating virtual gateway
config
< 1 min N/A N/A

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6 To troubleshoot the controller if it is stuck in the discovering status:
» Verify power is turned on
» Verify cable connected to Port 1 is seated tightly
» Verify status light for the port is illuminated
If an AP is stuck in the discovering status:
» Verify it has power (check for lights on the AP)
» Test the Ethernet cable
» Reboot the AP
If the controller is stuck in the configuring status and the last message displayed was updating
firmware version, reboot the controller.
If the process doesn’t start again automatically, then log out and log back in to the portal. Confirm the
order and re-enter the MAC address. The configuration should resume from the point it stopped
previously. If it does not, contact Installer Relations for technical assistance.

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7 If you receive an error message, click the retry button to start the configuration process again for that
device.
If that doesn’t work or you continue to receive an error, log out of the portal and then log back in.
Confirm the order and enter the MAC address again to resume the configuration. Depending on where
in the process the error occurred, it may successfully configure. If not, contact Installer Relations for
technical assistance.
8 When the status for all equipment changes to installed, check the Wi-Fi signal on a mobile device.
Both the private and public SSIDs should be visible when selecting a network on the mobile device.
The SSIDs are set to the following defaults:
Network Type Network Name Password
Public GUEST WIFI N/A
Private BUSINESS private1
NOTE: Advise the customer to change their SSIDs and private network password on their
Management Portal when reviewing the Quick Start Guide with them.

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9 After checking the Wi-Fi signal, enter the area of placement for each device.
The area of placement is the physical location where the equipment was installed (i.e., “next to
modem” or “ceiling mount”).
This information must be entered to complete the installation, otherwise the customer’s
management portal will not work correctly.
10 Click done when finished, and then a confirmation message will display indicating the installation is
complete. Close the message and log out to exit the portal, or simply close the browser.
Step 7 | Tie down outdoor cables
After testing the equipment, tie down the cables for the satellite antenna and outdoor AP/s. Remember to
ensure any holes penetrating the building are sealed.

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Step 8 | Basic troubleshooting
Basic network troubleshooting
AP will not power up
»Ensure the PoE injector is plugged into the power supply and the power LED is lit.
»Ensure Ethernet cable from AP is securely plugged into the POE port on the PoE i
njector.
»Ensure yellow Ethernet patch cable from the controller is securely plugged into LAN
port on the PoE injector.
Wi-Fi network is not seen
»Ensure the AP’s 5GHz or 2.4GHz LED is illuminated.
»If LEDs are not illuminated, reboot AP via the PoE injector by unplugging the Ethernet
cable from the POE port on the injector, waiting 5 seconds, then plugging it back in.
No internet access
»Ensure the internet/online LED is lit on the satellite modem. If not, or if there is no
connectivity, contact Installer Relations at [phone], Option 2 for assistance.
»Ensure the Ethernet LEDs are lit at each Ethernet connection (satellite modem,
controller, and AP/s).If LEDs are not illuminated properly, reboot the controller by
unplugging the power cord for 5 seconds and plugging it back in.
NOTE: Ruckus outdoor APs are designed to be water resistant. When properly installed, some water
may collect in the channel surrounding the radome. This should not affect service and does not
necessitate replacement if the AP is not working properly. Full troubleshooting should be completed
before requesting replacement of an outdoor AP.
If you encounter issues that cannot be resolved by the troubleshooting steps listed above, contact Viasat
Installer Relations at [phone], Option 1 for Hotspots technical assistance.
Step 9 | Complete documentation
The installation is not complete until all points of the installation have been documented in LiveQC, a video
chat service that is accessed through FSTechSupport, available in Android and Apple app stores.
1 Log in to the FSTechSupport app using your tech ID and password.
2 Enter the job number and select LiveQC to be placed in queue for the next available agent.
3 The agent will request the FSM ID, Tech ID, customer name, address, and phone number, service
region, account number, work order type, and work order close reason.
4 Next the agent will request video inspection of different aspects of the installation to indicate on their
form if it passes, fails, or is not applicable. See the table below for information requested by the agent.
Included in LiveQC inspection
» Mount type (roof, wall, ceiling, or stubby)
» If the mount is an approved type
» Line of sight
» Approved cable use and aesthetics
» Equipment
» System grounded to NEC ground source
If the technician followed proper procedures:
» Pre-install customer experience procedures
» Cable routing
» System grounding
» System provisioning