Trying to troubleshoot a Handheld Satellite Phone? Below are a few commonly asked questions that may help you troubleshoot your device.
When trying to make a call were you outside with a clear view of the unobstructed sky?
Satellite phones require 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. Many antennas click into place at 45 degree angles so they will be pointed up at the sky when held up to one ear or the other.
What messages (in sequential order) are displayed on the screen as the phone powers up?
Check your phone's user manual to ensure that the right power up sequence is displaying. Typically you will see a few different messages display indicating that the phone is going through the registration process. A message of "Invalid SIM" or "SIM Error" usually means that you do not have an active SIM card, so you may still need to take steps to activate your account. SIM related errors may also indicate the SIM card is not installed correctly. Remove your battery and carefully check to make sure it is inserted correctly and making good contact. Use caution not to break the SIM card tray keeping in mind that some SIM trays have to be slid into a lock or unlock position.
Were there any error messages or codes shown on the phone's display?
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. It could also indicate that you are not within the coverage area for that phone or that you have a faulty antenna.
What is the phone's battery level?
With some phones a low battery seems to cause performance fluctuations. Make sure you battery is well charged.
What geographical area (s) have you attempted to use the phones?
Check to be sure that the area(s) you are attempting to make a call are covered by the satellite you are attempting to access. If you are inside the coverage area and you are having problems 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 make a call?
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.
Have you ever been able to make a successful 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 and not your device.
Where can I find more information on my specific Satellite Device?
If you have any questions on how to dial or access any of the features of your specific Satellite Devices, you can check out our Helpful Hints located below:
Iridium GO! - Helpful Hints
Inmarsat IsatPhone Pro - Helpful Hints
Iridium - Helpful Hints
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