Trying to troubleshoot your Iridium GO? Below are a few commonly asked questions that may help you troubleshoot your device.
Have you successfully connected to the Iridium Wi-Fi Network using your smartphone or tablet?
This is the first step after powering up your GO! You should see an option that begins with the word IRIDIUM in your WIFI settings on your smart device. Connect to that.
Have you downloaded the Iridium GO! app and logged in?
When connected to the Iridium GO! WIFI network only data flowing through the Iridium GO! App or other Iridium GO! approved apps will work. The Iridium GO! app can be downloaded from the App Store or Google Play. There is no charge for this app.
When trying to connect was the GO! unit (or connected antenna) outside with a clear view of the unobstructed sky?
Iridium GO! requires a line of sight access to the satellite. Please make sure you are outdoors with a clear view sky and there are no tall structures blocking the horizon.
Was the antenna fully extended and pointing up toward the sky?
The antenna should be properly extended an pointed up.
What messages (in sequential order) are displayed on the screen as the GO! powers up?
Iridium GO! will automatically complete the power up sequence in approximately one minute and will begin registration with the Iridium network. Once registered, the signal strength icon will appear on the Iridium GO! device screen.
Were there any error messages or codes shown on the phone's display (if so please list them)?
The reason for the error code may be listed in your user manual. These codes are also valuable to your service provider if you need to contact them for support.
How many signal bars are showing on the display?
If the bars show your signal is fluctuating or if the signal always seems low then you may need to try a different location to place your call. Sometimes it is as simple as walking away from a building. Depending on your situation you may need an external antenna with higher gain.
What is the GO!'s battery level?
In some cases we have seen a low battery seems to cause performance fluctuations. Make sure your battery is well charged.
What geographical area (s) have you attempted to use the GO!?
Check to make sure nothing is potentially blocking the satellite from view. If there is no blockage or if you are not getting reception in multiple geographic areas it could indicate there is a physical problem with your antenna.
How many times have you attempted to connect?
Satellite signals can fluctuate and depending on where you are and where the satellite is the call may or may not go through. The call quality can fluctuate as well. If you are sometimes able to make a successful call, then there is likely no issue with your equipment. It is probably due to reception and the satellite network. If you cannot make a call wait far a few minutes and try placing the call again.
Are either phone calls or data working?
If one of the two is working then you have a working device. Go back and carefully review the setup steps and instructions to make sure you are doing everything as specified. Also try connecting with a different smart device. If you are able to connect with a differnt device then you may want to double check the settings on the device that doesn't work. If you are unable to connect with either smart device then you may want to double check the settings on your GO!
Have you ever been able to make a successful phone call?
If you have never been able to make a successful call, check to make sure you are dialing correctly. Also check to see if you are able to receive a call. If you are able to make some calls, the issue is more likely the satellite network or coverage and not your device.
Have you ever been able to make a successful data connection?
If you have never been able to make a successful data call, check to make sure you are everything it set up correctly and your device showing it is connected to the GO!. Try sending something basic like an SMS or short email to verify if you can get data through at all.
What type of data (email, SMS, weather, web page, etc...) are you attempting?
Keep in mind that the Iridium connection is much slower that the typical data connection you are used to. Web pages may time out or load very slowly. Emails with large attachments may get stuck and keep other information from going through.
Where can I find more information on the Iridium GO?
If you have any questions on how to setup or access any of the features of your Iridium GO feel free to visit our Iridium GO! - Helpful Hints
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