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Iridium 9555 Troubleshooting

Monique
  • Updated

Introduction

This article will detail the steps of troubleshooting your Iridium 9555 device depending on the issue you are experiencing.

Scroll down to the heading pertaining to your issue and follow all steps indicated.

If you are still unable to resolve the issue, or require further assistance, please reach out to our support team. 

 

Power On Issues

  1. Did you press and hold the power button (at the top of the device, to the right of the antenna) for a minimum of three seconds to turn the phone’s power on?
  2. Is the battery properly fitted, and are the gold battery contacts clean and dry? 
  3. Is the battery charged? Charge the battery for at least an hour and then try powering it on again.
  4. Does the device power on only when connected to the charger? The battery might be faulty, especially if old.
  5. Do you have a spare battery that you can test in the device? Does it power on with the spare fully charged?
  6. Do you get a "start-up error" upon powering the device on? If so, the transceiver board of the device is non-responsive. The handset will need RMA. Please contact Support to get the process started. 
  7. Do you see a Power-On error? Review: Iridium 9555 - Power On Messages

 

Battery & Charging Issues

  1. Is the charger properly connected? Ensure the device is being charged using the appropriate port (not the ear jack). Are its contacts clean and dry? Check the charger for dirt and damage.
  2. Is the device hot/warm or normal temperature? Check the battery temperature. If it is warm, it might be damaged and would need to be replaced.
  3. If you see ? on the display near the charging icon, you cannot charge this battery. Make sure you have an Iridium approved battery installed.
  4. Are you using the AC wall charger to charge the device? Try charging using a DC (Car Charger).
  5. Is it an old battery? Battery performance declines after several years of use. Do you have a spare battery? If not, you may need to replace the battery with a new one.
  6. Is there any noticeable damage to the battery? Or is there any water damage to the device? 

 

Battery Drain/Battery Performance Issues

  1. Are you in an area with an obstructed view of the sky? When the device is searching for satellites it uses extra battery power.
  2. Is your antenna fully extended and correctly angled up toward the sky? This helps use less battery power.
  3. Is it a new battery? A new battery needs 2 to 3 charge/discharge cycles to attain normal performance. You may also need to leave it to charge overnight. 
  4. Is it an old battery? Battery performance declines after several years of use. Replace the battery.
  5. Is it a battery that hasn’t been completely discharged? Allow the battery to fully discharge (until the phone turns itself off) and then charge the battery overnight.
  6. Are you using your phone in extreme temperatures? At extreme hot or cold temperatures, battery performance is significantly reduced. Keep the battery at room temperature. Never expose batteries to temperatures below 0°C (32°F) or above 45°C (113°F) when charging.

 

SIM Card Issues

  1. Is the SIM card correctly inserted in the device? The cut-off/slanted edge should line up perfectly in the slot. Iridium 9555 - Inserting and Removing the SIM card
  2. Is the SIM card clean? The contacts of the SIM card may be dirty. Turn the phone off, remove the SIM card and rub the contacts with a clean cloth. Re-insert the card in the phone.
  3. Is the card visibly damaged or scratched? SIM cards are typically durable but if accidentally damaged, you may need a new SIM card. 
  4. Remove the SIM card. Are the three gold SIM pins within the device all at the same height? If one or more of the pins is lower, free it by using very light pressure to pry it up with a pin or other small pointed object. WARNING: Ensure you do this gently. Damage to the circuit-board by end-user is not covered by Warranty. Do this step at your own risk. 
  5. Is the SIM card you are using active? You can check the "Manage Prepaid Refill" section of your account (for prepaid cards) or "Airtime Plans" (for monthly plans) to see what services are active, if you know the satellite phone number assigned to the specific SIM ICCID. 

 

Network Issues

  1. Where are you using the device from? Are you outside? Ensure you are in an area with an open view of the sky and no obstructions close by. Trees, buildings, vehicles (including vessels such as boats) can act as forms of obstruction/interference. 
  2. Is the antenna correctly positioned? Extend the antenna, lock it in and point upright towards the sky directly above in order to receive a signal.
  3. Is the External Antenna Adapter attached without an external antenna? The adapter will disable the internal antenna. Remove the adapter or attach an external antenna. Iridium 9555 - External Antenna Adapter
  4. Did you power the device on, when you were inside? If your phone was powered on inside of a building or area with an obstructed view of the sky just prior to attempting a call outside, the phone may be temporarily in a power saving mode to conserve battery life. You may either wait for it to automatically exit the power saving mode within a minute or two on its scheduled interval or just simply turn off your phone and turn it on again to accelerate the registration process.
  5. Is there any noticeable damage to the antenna? Or is there any water damage? If not, complete a reset to defaults to attempt to resolve the network issues (Note: your information will not be deleted, but previously configured settings will need to be re-configured) Iridium 9555 - Factory Reset

 

Outbound Call/Text Messaging Issues 

  1. Is the antenna fully extended and correctly angled? Do you have a clear unobstructed view of the sky?
  2. What is the device's signal strength? Check the signal strength indicator in the upper left corner of the screen. If the signal is weak, ensure that you have a clear line of sight to the sky and there are no buildings, trees, or other objects interfering. We need 2-3 bars of solid signal to complete a call.
  3. Are you using the correct dialing pattern to make calls? Ensure you use the 00 or + prefix before the country code. Iridium 9555 - Make an Outgoing Phone Call
  4. Is Restricted displayed? Check the Call Barring setting. If enabled, disable when you are in an area with good network coverage.
    • Select: Menu > Setup > Call Options > Call Barring.
    • The default pin is 0000.
  5. Is fixed dialing enabled? If so, you can only make calls to numbers or prefixes that are on the list. If enabled, disable when you are in an area with good network coverage.
    • Select: Menu > Setup > Call Options > Fixed Dialing.
    • The default pin is the SIM PIN: 1111.
  6. The cellphone that you are calling or texting, are they able to receive calls/texts from international/satellite phone numbers? Have them check with the cell service provider to confirm if there are any restrictions. (Country codes: 881 Iridium, 870 Inmarsat)
  7. Is the messaging service center number correctly stored? You must ensure that +881662900005 is saved in Menu > Messages > Settings >Service Center to be able to send text messages. Iridium 9555 - Unable to Send SMS

 

Inbound Call/Text Messaging Issues 

  1. Is the antenna fully extended and correctly angled? Do you have a clear unobstructed view of the sky?
  2. Is the device powered on? You won't be able to receive calls unless the device is on and connected to the network.
  3. Is the ringer off? Check the Ringer setting. If it is off, there is no audible ringer. Iridium 9555 - Receiving a Call
  4. Do you have Call Barring or Call Forwarding enabled? Confirm in device Setup menu under 'Call Options' and disable when you are in an area with good network coverage. You must have network signal to enable/disable these features (Screen indicates 'Registered' with 2+ signal bars in the upper left). 
  5. Does the caller/texter (the cellphone / landline) have any restrictions on calling or texting satellite devices or international numbers? Have them check with their cell service providers.
  6. Is the caller/texter using the correct dialing pattern to call the satellite device? Have they included the 00 or + prefix in front of the 8816 satellite phone number? Note: Some landlines and mobile providers might require a 'country exit-code' instead of +/00. IE; From a US/Canada landline phone, dial: 011 8816 XXX XXXXX
  7. Is the caller dialing a dedicated US+1 assigned phone number? Confirm that they are dialing the correct number. NOTE: Dedicated US +1 numbers cannot receive SMS. The 8816 satellite number must be used. 
  8. Is the caller using 2 stage dialing? Confirm that they are dialing 1-480-768-2500, and when prompted, they are entering your correct satellite phone number. How do I call using Iridium two stage dialing?
  9. Is the messaging service center number correctly stored? You must ensure that 00881662900005 is saved in Messages > Settings >Service Center to be able to receive text messages. Iridium 9555 - Receiving Text (SMS) Messages
  10. Can you receive text messages on your satellite device from the Iridium Messaging website successfully? Send a test message to your 8816 satellite phone number: Iridium Messaging
  11. Rentals: If outbound calls work but not inbound, the SIM card might not match the satellite service number on the sticker on the side of the device. Make a call to a mobile phone and ensure the number on the caller ID matches the sticker. Alternatively, contact Customer Care to check if the SIM number matches the sticker service number.
  12. SMS messages are only received when the satellite constellation knows where you are. Place a call to the Iridium Test number immediately after the device shows Registered on the network. This will ensure the device is seen on the network and any pending messages will be received. Iridium Test number: +1-480-752-5105

 

Voicemail Issues

  1. Is the SIM card you are using active? You can check the "Manage Prepaid Refill" section of your account (for prepaid cards) or "Airtime Plans" (for monthly plans) to see what services are active, if you know the satellite phone number assigned to the specific SIM ICCID. 
  2. Is the default voicemail number stored in Voicemail settings? You must store the voicemail service center number +881662990000 before you can access the service. Go to: Menu > Voicemail > Voicemail Settings > Number > enter +881662990000 > Save. 

  3. Calls (unanswered) not going to Voicemail? Is call forwarding correctly routed to Voicemail? Make sure the phone is turned ON, is registered on the Iridium network and has good signal strength. Then check: 

    - In 'Menu' scroll down to and select 'Setup'.
    - Select 'Call Options' - 'Call Forwarding', wait until the list of options appears.
    - Select the desired option: 'All Calls', 'If Busy', 'If No Answer' or 'If Unavailable'.
    - Select 'Voicemail' from the list, wait until confirmed.

  4. Unable to access voicemails left by callers? Ensure the correct steps are being followed. Iridium 9555 - Accessing Voicemail

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