Phone App reboot modem

1

I am no longer able to remotely reboot my modem from my phone app. The option is there but when I ‘Click’ on it nothing happens. There are no error messages, It just blinks and won’t reboot like it normally should. I uninstalled it and reinstalled it. Restarted my phone (android). The phone app version is 5.0.0

3

Hi @Xjv26t5

Sorry about that.

I see on the modem’s history that it was successfully rebooted at least once today. :tada:

Did the app resume working? If not, please let us know, and we will escalate to the relevant team.

We can also reboot the modem from our end if necessary, or you can follow this procedure for your SB2 modem:

Logging into a Viasat Surfbeam 2 or Surfbeam 2+ Modem

4

I called the help center to reboot, but took me three times because I kept getting disconnected. The phone app still doesn’t allow me to reboot. I’m traveling for the memorial day weekend and needed to reboot because my security cameras weren’t connecting. That feature NEEDS to be available because I travel frequently and must reboot because weather can have adverse effects on my cameras and reboots help. Was this feature eliminated on the latest version of the app? I was always able to do that before. It it WAS eliminated it need to be made available ASAP

6

Hi @Xjv26t5 ,

I have escalated the issue. As soon as I have more information, I will share with you.

Thanks for your patience,
Isabela

7

This needs to be answered. People travel, people work and need to be able to reboot remotely if need be. We SHOULD NOT have to call the helpline or physically reboot the modem if we’re having connectivity problems. If this feature was removed from the phone app it needs to be restored immediately

8

Hi @Xjv26t5 ,

I’m waiting on an answer for your case.

In the meanwhile, if you need to reboot your modem you can ask here on the Forum and we are able to do it for you. I see on your modem’s history it has already been rebooted today.

Thanks,
Isabela

9

It’s been five days !!! Any updates?

10

Hi @Xjv26t5,

Sorry for the slow reply.

We heard back from our My Viasat team, they said that a new troubleshooting flow was rolled out on the app and that the rebooting feature should now be working fine. Could you please try again and let us know if it worked?

Thanks,

Nacho