Unblocked tablet still doesn't have internet access

Connectivity
1

Hi, so the issue is my daughter has an Amazon children’s tablet. She was downloading Netflix videos etc. So I paused it on ViaSat shield app. Well recently she earned it back so unpaused it however, it still has no internet connectivity even though it is connected to the via sat router.

It is the only device affected, the tablet can still connect to other networks and function. Normally. The tablet has been turned off and on. I’ve refreshed the app, re- paused it and unpaused it. I thought about blocking it outright and then trying undo that but it said it would disappear from the network and I wasn’t sure I could get it back on it. This affects both 24g and 5G

Other devices such as our desktops that have been paused to keep steam from updating and eating all the data have had no issues being paused and unpaused.

Any insight on how to fix this would be greatly appreciated.

2

Hi @Jute,

Thanks for your detailed post.

I will escalate your case to the Viasat Shield team and provide an update here once I hear back from them. Hopefully they will have some ideas to fix this.

Best,

Nacho

4

Hi @Jute,

The shield team is already working to fix your issue, once they let me know about it being solved or about any workaround I will let you know.

Thanks,

Nacho

5

Hi @Jute,

The shield team suggested rebooting your modem as a workaround (while they continue to root cause the issue), could you please try that?

Thanks,

Nacho

6

It worked!

Sorry for the delay. Life got busy here. I tried everything but did not even think about resetting the modem, assuming it was an issue with my phone or something like that. So thank you so much and as always you all have an amazing support system.

1 Like
7

That’s good to hear!

Actually, you helped us find a bug, the Viasat Shield team is working to fix it. It will solve this issue for many customers, thanks for that :slight_smile:

1 Like