7 Reasons Your Satellite Equipment Isn't Working

Satellite equipment is designed to give you voice and data communication abilities beyond the reach of typical cellular networks, but it does not operate in exactly the same way as a regular mobile phone.

A satellite phone, hotspot, or portable internet terminal must establish a direct connection with a satellite or satellite network. Its location, antenna position, power supply and active service plan can all affect whether that connection is successful.

When a device displays messages such as “Searching for Network,” “Registering” or “No Service,” it does not necessarily mean the equipment is faulty.

Before assuming something has broken, check these seven common causes.

Quick Satellite Equipment Troubleshooting Checklist

When satellite equipment is not connecting:

1. Move the device outside.

2. Find an open area with a clear view of the sky.

3. Extend and correctly position the antenna.

4. Keep the equipment still while it searches for the network.

5. Confirm that the battery is sufficiently charged.

6. Check that the SIM card and airtime service are active.

7. Inspect cables, connectors and external antennas.

8. Reconnect any required mobile app or Wi-Fi connection.

The correct setup process will vary between satellite phones, portable hotspots and broadband terminals, so always consult the instructions for your specific equipment.

1. The Device Is Indoors or Its View of the Sky Is Obstructed

The first thing to check is the equipment’s location.

Satellite devices generally need a clear line of sight between their antenna and the sky. Walls, roofs, vehicles and other solid structures can prevent the signal from reaching the device.

Common obstructions include buildings, dense tree cover, mountains and valleys, and vehicle roofs.

Standing beside a window is not always sufficient. Although part of the sky may be visible, the building can still block a large portion of the area the antenna needs to see.

Iridium advises users to operate satellite phones outside with a clear view of both the sky and horizon. Its guidance also notes that buildings and trees can interrupt the connection between a handset and the network.

What to do

Move to the most open location available.

Keep away from tall buildings, large vehicles and dense vegetation. In a wooded area, look for a clearing rather than attempting to connect directly beneath the trees.

For fixed or vehicle-based installations, make sure the external antenna has not been placed underneath another structure or blocked by recently installed equipment.

2. The Antenna Is Not Positioned Correctly

The positioning of the satellite antenna directly affects the device’s ability to communicate. On many handheld Iridium satellite phones, the antenna must be fully extended and positioned upward before the handset can register with the network.

For the Iridium GO! exec, the antenna should be vertical and have an unobstructed view of the surrounding sky. Iridium notes that nearby buildings, mountains and heavily leafed trees can all degrade its connection.

Equipment operating on a geostationary network may require more deliberate directional positioning. For example, an Inmarsat IsatPhone 2 must be pointed towards the appropriate satellite. Inmarsat’s own troubleshooting guidance recommends fully extending the antenna, following the handset’s onscreen pointing assistance and checking that no obstacles are blocking the signal.

Portable broadband terminals may also need to be pointed or aligned before a data session can begin.

What to do

Check that:

• The antenna is fully extended

• It is not folded against the handset

• It is positioned according to the manufacturer’s instructions

• Your hand, body or equipment is not covering it

• An external antenna is correctly connected

• A directional terminal is pointing towards the correct part of the sky

Do not assume that every satellite product should be aimed in the same direction. The correct antenna position depends on the network and equipment being used.

3. The Airtime or Subscription Is Inactive

A satellite phone can power on normally even when it does not have an active service plan.

Like a cellular phone, satellite equipment requires a compatible SIM card, airtime plan or subscription to access its network. Owning the hardware does not automatically provide an active connection.

Possible service-related problems include:

• A prepaid SIM has expired

• The airtime balance has been used

• A monthly subscription has been cancelled

• An invoice or renewal payment has failed
  

• The SIM card is incorrectly installed

• The service plan does not cover the intended region

• A tracker or messenger has been placed on a suspended plan

This is particularly common with equipment that has remained in storage for several months. A user may charge the device before a deployment and assume it is ready, only to discover that its airtime expired while it was not being used.

What to do

Before traveling or deploying equipment:

1. Confirm the service is active.

2. Check the expiry date of any prepaid airtime.

3. Confirm that the SIM card is correctly seated.

4. Verify that the selected plan supports the intended destination.

5. Complete a test call, message or data connection.

Do not leave this check until you have already reached an area without cellular coverage.

OSAT offers prepaid airtime, monthly subscriptions and top-ups for multiple satellite networks.

4. The Battery Is Too Low or the Power Supply Is Inadequate

A device may switch on without having enough power to complete network registration or maintain a reliable connection.

Establishing and holding a satellite connection can place more demand on a battery than simply illuminating the display. A weak, aging or partly charged battery may therefore create intermittent problems.

Warning signs include:

• The device repeatedly restarting

• The display dimming during use

• Network registration failing as the battery drops

• The equipment disconnecting during a call or data session

• The battery percentage falling unusually quickly

• A terminal working on mains power but not from its battery

• A device failing when connected through a vehicle adapter

Cold conditions can also reduce available battery performance, particularly when equipment has been left in a vehicle or exposed storage compartment.

For a powered terminal, the problem may be the external supply rather than the equipment itself. A cable, adapter, power bank or vehicle outlet may not be delivering the voltage or wattage required by the device.

What to do

• Fully charge the equipment before testing it.

• Try a known working charger or power supply.

• Check the manufacturer’s required input specification.

• Test with a spare battery where available.

• Allow cold equipment to return to a suitable operating temperature.

• Replace old batteries that no longer hold a dependable charge.

• Avoid assuming a USB socket or vehicle adapter can power every terminal.

OSAT satellite phone rental kits are supplied with configured equipment, charging accessories and an additional battery, helping customers prepare for short-term deployments without relying on an untested personal kit.

5. A Cable, Connector or External Antenna Is Damaged

Portable terminals and installed satellite systems often rely on several separate components.

These may include:

• Power cables

• USB cables

• Ethernet cables

• Coaxial antenna cables

• Vehicle adapters

• Docking stations

• External antennas

• Cable couplers

• Waterproof connectors

One damaged or loosely fitted component can make the entire system appear to have failed.

Cables can become pinched in cases, crushed by vehicle doors, pulled during installation or damaged by repeated bending. Connectors can also collect moisture, dirt, salt or corrosion.

A cable may look normal externally while containing a broken internal conductor.

What to do

Power down the equipment before disconnecting or inspecting components.

Then check for:

• Bent or missing connector pins

• Loose fittings

• Frayed cable sections

• Cuts or crushed areas

• Water ingress

• Dirt, dust or corrosion

• Incorrectly connected antenna and power ports

• Excessive strain near the connector

• Unapproved adapters or extension cables

Reconnect each component carefully and make sure threaded antenna connectors are secure without being overtightened.

Where possible, test the system using a known working cable, power supply or antenna. Changing one component at a time will help identify where the fault lies.

6. The App or Smart Device Is Not Properly Connected

Many modern satellite products use a smartphone or tablet as their primary interface.

Examples include satellite Wi-Fi hotspots, satellite messengers and portable internet devices. The satellite terminal may be working correctly while the phone running its companion app is not connected to it.

Common causes include:

• The smartphone is connected to the wrong Wi-Fi network

• Bluetooth is disabled

• The app does not have the necessary permissions

• The user has not logged into the app

• The device has been paired with another phone

• An outdated app version is installed

• The smartphone has switched back to cellular data

• The terminal and phone are too far apart

• A virtual private network is interfering with local access

• The app requires setup to be completed before use

The original Iridium GO!, for example, creates a local Wi-Fi network that the user’s smartphone must join. Iridium’s setup guidance recommends positioning the GO! outdoors, allowing it to complete network registration and keeping the smartphone within its approximate Wi-Fi range.

What to do

1. Confirm that the satellite terminal is switched on.

2. Open the phone’s Wi-Fi or Bluetooth settings.

3. Select the correct satellite device.

4. Confirm that the companion app is installed and updated.

5. Open the app and check the login details.

6. Grant any required Bluetooth, location or local-network permissions.

7. Temporarily disable settings that may automatically switch networks.

8. Restart both the satellite device and smartphone.

9. Remove and repeat the pairing process if necessary.

Remember that connecting a smartphone to a satellite hotspot and connecting the hotspot to the satellite network are two separate stages.

The phone may be successfully connected to the terminal even though the terminal itself is still searching for a satellite.

7. The Device Has Not Been Given Enough Time to Register

Satellite equipment does not always connect instantly.

After being switched on, a device may need to:

• Start its operating system

• Determine its location

• Obtain a GPS fix

• Search for the satellite network

• Register the SIM or terminal

• Establish a data session

• Synchronize with an app

This process can take longer if the equipment has not been used recently, has traveled a considerable distance since its last use or initially had a poor view of the sky.

The Iridium GO! performs a power-up and network registration sequence before displaying signal strength. The IsatPhone 2 must also obtain the information required to connect and register before normal use.

Moving the device continuously, repeatedly folding the antenna or switching it off too quickly can restart or interrupt the process.

What to do

Place the equipment in a suitable outdoor location, position the antenna correctly and leave it still while it searches.

Watch for indicators such as:

• Registered

• Network available

• Signal bars

• Ready

• Connected

• Green network indicator

Avoid repeatedly pressing buttons while the device is starting.

When using a directional terminal, complete the pointing or alignment procedure before attempting to begin a call or data session.

OSAT supplies satellite phones, portable Wi-Fi hotspots, internet terminals, tracking devices, airtime and rental equipment for remote operations. Our team can help customers select, activate and prepare the right satellite communications equipment for their requirements.