KVH TracPhone (V7, V3) Mini-VSAT FAQ

Transcription

1 KVH TracPhone (V7, V3) Mini-VSAT FAQ Q: Can I send and receive using my TracPhone system? A: Yes! KVH's TracPhone systems are all designed to offer Internet and access along with voice connections. Q: Can I surf the Internet using my TracPhone? A: Yes, KVH's TracPhone systems are designed to offer full access to the Internet, , and telephone connections. Q: Can KVH TracPhone systems support a full-featured communications network and system aboard ship? A: KVH's TracPhone systems are all capable of supporting a complete communications centre and digital network aboard ship, including and Internet services. Q: Can the system's VoIP offering support fax over IP? A: Faxing over Internet Protocol (IP) is supported by the TracPhone V7 system, but just like all faxover-ip systems, it is not 100% guaranteed. Using traditional analogue fax machines with the TracPhone V7 or other maritime VSAT solutions will typically result in an 80% success rate for outbound faxes. However, it is possible to guarantee 100% fax connectivity through satellite and IP by using electronic fax software paired with a scanner. Q: Does mini-vsat Broadband support off-the-shelf VoIP services (e.g. Vonage, Skype)? A: No, the TracPhone V7 includes its own voice service, which is specifically designed and managed for reliable operation in a mobile satellite environment. Q: Every now and then, when I send a fax via my TracPhone V7, it doesn't arrive at its destination. Why? Is there anything I can do about this? A: While the TracPhone V7 and mini-vsat Broadband offer an easy, reliable fax solution, you may still experience an occasional dropped or incomplete fax. This is an industry-wide issue commonly associated with faxing over Voice over IP (VoIP) connections. However, if your business makes heavy use of the fax and you need an enterprise-grade fax solution, KVH has one for your TracPhone V7. The UCH-250 Fax Server works with your TracPhone V7 system to deliver extremely reliable faxing over the mini-vsat Broadband service. Once connected to any G3-compatible fax machine and the TracPhone V7, the UCH-250 helps to transmit each fax in a digital (rather than analogue) format, ensuring 100% success in delivery. Q: How can I get a User's Guide, Owner's Manual, or Technical Manual for a KVH product? A: A wide range of technical documentation, including user's guides, installation information, and technical manuals, can be found on SatComms Australia s website; (products > Maritime VSAT > Support Sub-Tab) Or alternatively you can visit KVH website; For Current Products Simply browse the product of interest and click on the appropriate link on the left. A list of available documents will appear. Just click on the document you need and a PDF version will be downloaded either into your browser or onto your desktop. For Retired Products

2 If you are looking for documentation for a product that has been retired (i.e., is no longer in production and does not have an individual web page anymore), the final revisions of the manuals, user guides, and quick reference guides are available to download as PDF documents from the Support section. Once there, visit the Product Support Library then Manuals to select the product of interest. Please note you will need to log in with a free user account to access and download some documentation. If you can't find the manual you need on our web site or in the FAQ database, send SatComms an at support@satcomms.com.au, or alternatively KVH directly at manuals@kvh.com, and let us know which manual you need. Q: How do I activate my TracPhone? A: Contact SatComms Australia s Customer Service team on (within Australia) or (outside of Australia) to obtain the correct application forms and to discuss the activation process. Q: How do I contact the KVH Satellite Airtime and Product Activation Department? A: If you need to contact SatComms Australia s Customer Service team, please phone (within Australia) or (outside of Australia), or activations@satcomms.com.au If you need to contact KVH Airtime directly, please phone or satelliteservices@kvh.com Q: How do mini-vsat Broadband's airtime costs compare to other services? What do these costs and the data speeds mean to me on a practical basis? A: TracPhone V7 and mini-vsat Broadband offer outstanding data speeds and airtime rates lower than competing traditional VSAT services. In addition, it is a far more affordable solution if you're a heavy data user when compared to L-band, pay-by-the-megabyte services such as those offered by services like Inmarsat. To help you understand how these services compare, visit the Scoop on Satellites page ( and download our "Understanding Airtime Costs" datasheet. Q: How does the mini-vsat Broadband service's CRMA technology offer better performance than traditional VSAT's TDMA technology? A: Traditional VSAT systems historically operate using Time Division Multiple Access (TDMA) technology. While there are several variants of TDMA technology, a very commonly used approach - fixed-assignment TDMA - separates bandwidth into specific frequency bands and then divides these bands into small time slots. Users' requests are assigned a slot as they are made (by clicking a link on a web page, for example) and the data transmission is processed when their turn comes up. Separate frequencies and bandwidths are used for the transmitting and receiving channels, and only one subscriber at a time can be assigned a time slot or channel. This means that no other conversations or data can use this channel until the original transmission is finished, effectively limiting the bandwidth available to other users on the network. Because fixed-assignment TDMA networks share bandwidth among users, multiple data requests are delayed as they wait for a limited number of slots to become available. This also creates inconsistencies in data rates, most often leading to customers transmitting at far slower rates than their selected airtime packages and subscription fees would indicate. The mini-vsat Broadband service employs ViaSat's unique Code Reuse Multiple Access (CRMA) technology, a proprietary variation on the Code Division Multiple Access (CDMA) approach used by

3 cell phone service providers. CRMA significantly reduces contention issues by sending information in a different way. Rather than assigning each request a time slot, the mini-vsat Broadband service sends the data to the satellite immediately in a short "burst" at the fastest possible data rate for the selected service plan, up to 512 Kbps from ship to shore and 2 Mbps from shore to ship. This more efficient transmission and network management scheme ensures that every user on the system enjoys the fastest data rate available in their selected service package even with multiple users transmitting simultaneously. Q: How does the performance of mini-vsat Broadband compare to competing services? A: Like all satellite communication services, mini-vsat Broadband's data speeds are affected by outside factors, such as the distance to the satellites and overall Internet traffic. Even so, the mini- VSAT Broadband service offers outstanding data speeds for an affordable cost when compared to competing services. To help you understand how to gauge service performance, visit the Scoop on Satellites ( page and download our "Understanding Satellite Communications Data Rates" datasheet. Q: How fast are the data rates available using the TracPhone V7 and the mini-vsat Broadband service? A: Depending on the airtime subscription plan you choose, upload rates can be as fast as 512 Kbps and download rates as fast as 2MB. For complete details on the available airtime subscription plans, please visit the TracPhone V7 product page or contact SatComms Australia and/or KVH Industries Inc. Q: How much does the airtime cost when using mini-vsat Broadband? A: TracPhone V7 owners have a wide range of choices when it comes to affordable, flexible airtime subscription plans, including always-on, fixed price monthly options and per-megabyte plans that allow to you to save 85% less or more per megabyte than existing maritime data services. For complete airtime subscription pricing, please visit the TracPhone V7 product page or contact SatComms Australia and/or KVH Industries Inc. Q: How much does TracPhone V7 cost? A: The compact TracPhone V7 is not only smaller than standard 1-meter VSAT systems but it offers significant savings, both in terms of hardware and installation costs. For complete pricing information, contact SatComms Australia. Q: How much smaller is the TracPhone V7 compared to a standard 1-meter VSAT antenna? A: Modern spread-spectrum broadcast technology permits mini-vsat Broadband to operate using the KVH TracPhone V7 antenna, which is 85% smaller by volume and 75% lighter than those employed in traditional VSAT equipment. By way of comparison, the TracPhone V7 is only 24 (60 cm) in diameter and weighs 60 lbs (27 kg) compared to the 40" (1 m) or larger traditional VSAT antennas that weigh lbs ( kg). As a result, the compact TracPhone V7 substantially reduces the cost for hardware and installation, often by more than 50%. The reduction in size, however, does not result in a compromise in performance. Q: How will my TracPhone V7 and mini-vsat Broadband service be affected when I travel to regions or switch to a different satellite? A: They won't be! To make it even easier and more affordable for you, the TracPhone V7 antenna and modem reconfigure themselves automatically and select the correct satellite when you travel from region to region thanks to the system's integrated GPS and automatic skew control. Plus, mini- VSAT Broadband's frequencies and transmission protocols are identical wherever you travel. You will

4 never again have to suffer through costly and time-consuming visits by a technician simply because you've cruised to a new locale. How much easier can it be? Q: I have a TracPhone V7 and an Inmarsat Fleet/Fleet Broadband-compatible TracPhone system on my vessel. Is it possible to have them connected to a single switch that will allow me to switch among services easily for my shipboard network? A: Yes it is. Through its authorized dealers, KVH offers a service selector switch that enables you to have an active TracPhone V7 and an Inmarsat-compatible TracPhone installed on the vessel and then choose which one you want to have supporting your shipboard local area network. For complete details, contact your local authorized TracPhone dealer. Q: I understand that any satellite communication system sending a fax via Voice over IP may experience the occasional failed or incomplete fax. However, I need to know that my fax will work 100% of the time when using TracPhone V7. Is that possible? A: Absolutely! While the TracPhone V7 and mini-vsat Broadband offer an easy, reliable fax solution, you may still experience an occasional dropped or incomplete fax. This is an industry-wide issue commonly associated with faxing over Voice over IP (VoIP) connections. However, if your business makes heavy use of the fax and you need an enterprise-grade fax solution, KVH has one for your TracPhone V7. The UCH-250 Fax Server works with your TracPhone V7 system to deliver extremely reliable faxing over the mini-vsat Broadband service. Once connected to any G3-compatible fax machine and the TracPhone V7, the UCH-250 helps to transmit each fax in a digital (rather than analogue) format, ensuring 100% success in delivery. Q: I'd like to learn more about the TracPhone V7 and the performance I can expect. A: We're happy to help and, in fact, offer a datasheet that covers this very topic. Simply visit our Scoop on Satellites page and download the Understanding Satellite Communications Data Rates PDF document for all of the details. Q: Is it possible to have more than two voice telephone lines with a single TracPhone V7? A: Absolutely. Each TracPhone V7 is capable of supporting up to 4 additional voice lines. To do so, you'll need to contact your local TracPhone V7 dealer to activate the additional lines and arrange for the installation of 1 or 2 additional multimedia terminal adapters (MTAs). Additional monthly service charges will apply. Q: Is the TracPhone V7 compliant with Global Maritime Distress and Safety System (GMDSS) regulations? A: No, it isn't. While the system is not GMDSS-compliant, its compact and efficient 24 antenna is suitable for smaller vessels that do not require a GMDSS-certified system or as an additional system for heavy data use aboard vessels already equipped with a GMDSS system. Q: I've recently purchased a KVH product. How do I register the product so I can have full warranty coverage? A: Contact SatComms Australia for registering your KVH Maritime-VSAT service. Note: If you choose not to use the convenient online form, every KVH product also includes a printed product/warranty registration form that you may fill out and return to the address listed on the form. Your KVH product is covered by its warranty automatically from the date of purchase. This warranty will be honoured by authorized KVH technicians, installers, distributors, and dealers worldwide. Complete details regarding all KVH product warranties are available on KVH s Warranty pages.

5 Q: My KVH product is having some problems. I'd like to get some technical support for it, and it may even need to be repaired. What should I do? A: KVH offers technical support 24 hours a day, 7 days a week through its website, Using our on-line customer support service, accessible through the FAQ and Product Support links, you can access a detailed database of technical questions and potential solutions. If you need additional support or believe that your KVH product does, indeed, require service, you can contact our technical support team in the following ways 1. Contact the technical dealer nearest you. A searchable directory of dealers is available at: 2. A list of KVH technical support offices and online resources is available at: Be sure to provide a detailed description of the problem, your product information (serial number and product model are required), and how we can contact you. Q: To ensure that blockage doesn't interfere with my broadband Internet and VoIP connections, I'm planning to install two TracPhone V7 systems. However, I don't want them both to be active at the same time. Is it possible to set up the installation A: Absolutely. KVH offers a dual wide area network router that will automatically switch to the backup TracPhone V7 if the connection is lost on the primary system at any time. For complete details, contact your local authorized KVH TracPhone V7 dealer. Q: What are the differences between TracPhone V7 and the Fleet Broadband systems? A: While the domes protecting these antennas may look the same, the TracPhone V7 and Inmarsat Fleet Broadband systems offer a range of differences as well as complementary benefits. The FB500, FB250, and FB150 systems work with Inmarsat Fleet Broadband service. It offers: Global voice, Internet and fax service Data rates ranging by plan from 128 to 432 Kbps Unsurpassed reliability in all weather and sea conditions The TracPhone V7 (and V3) uses the breakthrough mini-vsat Broadband service, a new technology that offers: Global high-speed marine broadband Internet Data rates as fast as 512 Kbps (upload) and 2 MB (download) Voice service that can support multiple lines simultaneously Choice of fixed-fee, data rate-based and open-rate, pay-by-the-megabyte subscription plans Fully integrated design developed by KVH Industries and ViaSat Q: What is KVH's service support plan? Can KVH provide 24/7 support? How about hardware support? A: KVH's equipment is supported through our Certified Support Network (CSN) of factory-trained partners, available worldwide, and can be found at:

6 Q: What is the mini-vsat Broadband service? A: The new mini-vsat Broadband service is a groundbreaking maritime communications service. It uses sophisticated spread spectrum technology to provide data reception rates as fast as 2 Mbps and data transmission rates as fast as 512 Kbps to vessels around the globe via KVH's TracPhone V7 marine satellite communications antenna. Q: What is the TracPhone V7? A: The TracPhone V7 with mini-vsat Broadband is the first fully integrated marine VSAT communications system, offering an end-to-end design with tightly coordinated hardware, service, and support. It offers the benefits of high-quality, reliable broadband data connections using modern spread-spectrum technology, creating a cable modem experience at sea with upload rates as high as 512 Kbps, and downloads as fast as 2 Mbps. Q: What satellite network does the TracPhone V7 use? A: The TracPhone V7 uses the mini-vsat Broadband service, which offers coverage around the globe. Q: What sort of warranty coverage does KVH offer for its products? A: KVH is pleased to offer world-class support and warranty coverage for all of its products. Complete details regarding all KVH product warranties are available on global support pages. Q: What types of applications will I be able to use with the TracPhone V7 and the mini-vsat Broadband service? A: You need a powerful, reliable connection while at sea, whether to stay in touch with the office, manage your business, or allow passengers and crew to stay in touch with loved ones at home. You can rely on TracPhone V7 and mini-vsat Broadband to keep you connected via: Internet browsing Multiple telephone lines Instant messaging Access corporate networks (VPNs) Weather and chart updates Data transfers Q: When trying to visit certain websites or use certain web-based applications via my TracPhone V7, my web browser times-out and is unable to access the site or application. Why does this happen? A: Under the terms of the mini-vsat Broadband Fair Access Policy (FAP), access to certain highbandwidth applications or protocols (such as peer-to-peer file sharing applications) are blocked within the mini-vsat Broadband service in an effort to ensure that all subscribers enjoy optimal network performance. If you attempt to access one of these sites, you will receive a message that your browser has timed out. There is nothing wrong with your browser/application, your TracPhone V7, or the mini-vsat Broadband service and access to other sites remains unaffected. For additional information about data speeds and how communications providers use Fair Access Policies, take a look at our free "Understanding Data Rates" flyer on KVH's White Papers and Documents page. Q: Where should I install my TracPhone antenna? A: Please consult your TracPhone Installation Guide for complete details regarding best practices for system installation.

7 Q: Where will I be able to use my mini-vsat Broadband service? A: The mini-vsat Broadband network spans the globe. For the most up-to-date coverage information, see our coverage maps. Q: Who do I contact to receive warranty service on my KVH product? A: There are several options for receiving warranty service: 1. If practical, you should contact the dealer/distributor that originally installed your KVH product. This dealer/distributor will provide any and all service and repairs covered by your product warranty. 2. If you can't contact the original dealer/distributor or are in a different geographic region, you can contact the nearest KVH-authorized dealer/distributor. A listing of these dealers/distributors is available on These dealers/distributors will provide any and all service and repairs covered by your product warranty. 3. If you are having trouble locating a dealer/distributor, visit for details on how to contact one of KVH's Technical Support offices. Complete details regarding all KVH product warranties are available on our Warranty pages. Q: Will more than one person be able to make calls via TracPhone V7's voice lines at the same time? A: Yes! One of the many great features about the TracPhone V7 is that two phone lines are included with the basic system and can be used simultaneously. Additional lines, plus KVH's crew calling feature are also available to expand your voice options. Q: Will my call have trouble getting through or will I lose a call in progress? A: Not being able to get through or losing a call in progress is extremely rare, unlike cellular. In fact, the quality of the system can far exceed some of the cellular circuits.