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Iridium GO! Troubleshooting

Monique Clarke
  • Updated

Introduction

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

To view, click on the section most applicable to your issue to show the itemized steps, and begin your independent troubleshooting.

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) for a minimum of three seconds to power on the device or by raising the antenna?
  2. Is the device charged? Put the device to charge for 4-5 hours and then try powering it on again. 
  3. Does the device power on, only when connected to the charger?
  4. Is the battery properly fitted, and are the gold battery contacts clean and dry? Iridium GO! - Installing the Battery – Roadpost
  5. Do you have a spare battery that you can test in the device? Does it power on?

Battery & Charging Issues

  1. Is it properly connected? Are its contacts clean and dry? Check the charger.
  2. Is the device hot/warm or normal temperature? Check the battery temperature. If it is warm, let it cool before charging. The battery will automatically stop charging in very low or high temperatures (Standard Li-Ion charging range between 0°C to 45°C battery temperature).
  3. Are you using the AC wall charger to charge the device? Try charging using a DC (Car Charger), or the supplied USB cable to connect to a USB port of your PC, laptop or USB hub. Iridium GO! - Charging the battery – Roadpost
  4. 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.
  5. 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 of variable coverage? This uses extra battery power.
  2. Do you have a clear unobstructed view of 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 the device in extreme temperatures? At extreme hot or cold temperatures, battery performance is significantly reduced.

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 GO! - Inserting the SIM card – Roadpost
  2. Is the SIM card clean? The contacts of the SIM card may be dirty. Turn the device off, remove the SIM card and rub the contacts with a clean cloth. Re-insert the card into the device.
  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. Is the SIM card you are using active? You can check the "Manage Prepaid Refill" section of your account (for GO! prepaid cards) or "Airtime Plans" (for GO! monthly plans) to see what services are active, if you know the satellite phone number assigned to the specific SIM ICCID. 

GO! Network & GO! App Issues

  1. Where is the the GO! device? Ensure it is 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, with a range of approximately 30 meters (100 feet) depending on conditions. Iridium GO! - How to Use the Iridium GO! Video – Roadpost
  2. Is the swivel antenna fully raised? Raise the antenna and ensue it points upright towards the sky directly above in order to receive a signal.
  3. Have you installed the free Iridium GO! App from Google Play or the App Store? Iridium GO! - Installing the Iridium GO! App for Android and iOS – Roadpost
  4. Is the GO! device paired correctly with your smartphone? Iridium GO! - iPhone/ iPad will not connect to the Iridium GO! – Roadpost
  5. Did you set a password for the Iridium GO! network? By default, the Iridium GO! Wi-Fi is an open (visible) network with no password. If you configured the Iridium GO! Wi-Fi with a WPA2 password, you will need to enter this password to connect. If you do not remember what the password is, you may need to reset the GO! to factory defaults to connect: Iridium GO! - Cannot Connect to WiFi – Roadpost
  6. Uninstall the Iridium GO! App, restart the device and reinstall the application. Sign in again. Please note: you will need to reconnect to your Wi-Fi or cellular data to re-install the app, then re-connect to the GO! network to sign in.
  7. Is there any noticeable damage to the antenna? Or is there any water damage? If not, complete a factory reset to defaults to attempt to resolve the network issues. Iridium GO! - Cannot Connect to WiFi – Roadpost
  8. IMPORTANT: If you previously changed the default password/username from "guest", this could be the reason you are experiencing network/log-in issues. The recommended fix is to reset the GO! to default settings and then log in using the "guest" as the password and username. 

GPS/Tracking Issues

  1. Where is the the GO! device? Ensure it is 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, with a range of approximately 30 meters (100 feet) depending on conditions. Iridium GO! - How to Use the Iridium GO! Video – Roadpost
  2. Is the swivel antenna fully raised? Raise the antenna and ensue it points upright towards the sky directly above in order to receive a signal.
  3. Is an external antenna being used? Remove the external antenna, this interferes with the device acquiring GPS. 
  4. On the GO! device, for the power mode, it is set to GPS – On? Registration can be delayed if set to On demand. 
  5. Is there any noticeable damage to the antenna? Or is there any water damage? If not, complete a factory reset to defaults to attempt to resolve the GPS issues. Iridium GO! - Cannot Connect to WiFi – Roadpost

Outbound Call/Text Messaging Issues 

  1. Is the antenna raised and do you have a clear unobstructed view of the sky?
  2. What is the device's signal strength? Check the signal strength indicator. 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. Have you installed the Iridium GO! App to your smartphone? Iridium GO! - Installing the Iridium GO! App for Android and iOS – Roadpost
  4. How many persons are connected to the GO! network and signed into the app? Up to 5 users can concurrently send messages (Tracking and SMS), but only one active call (voice or internet) can occur at the same time.
  5. Have you enabled the permission for the GO! app to use your device's audio? Iridium GO! - Can't Be Heard in Iridium GO! iOS app (iOS Microphone Permission) – Roadpost
  6. Are you using the correct dialing pattern to make calls? Ensure you use the 00 or + prefix before the country code. 
  7. 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 .
  8. Is the messaging service centre number correctly stored? You must ensure that 00881662900005 is saved in Messages > Settings >Service Centre to be able to send text messages. 
  9. Uninstall the Iridium GO! App, restart the device and reinstall the application. Sign in again. Please note: you will need to reconnect to your Wi-Fi or cellular data to re-install the app, then re-connect to the GO! network to sign in.

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 GO! device powered on? You won't be able to receive calls unless the device is on and connected to the Iridium network.
  3. Have you installed the Iridium GO! App to your smartphone? Iridium GO! - Installing the Iridium GO! App for Android and iOS – Roadpost
  4. How many persons are connected to the GO! network and signed into the app? Up to 5 users can concurrently send messages (Tracking and SMS), but only one active call (voice or internet) can occur at the same time.
  5. Do you have call barring and call forwarding enabled? Confirm in set-up and disable when you are in an area with good network coverage. 
  6. 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.
  7. 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? 
  8. Is the caller dialing a dedicated US+1 assigned phone number? Confirm that they are dialing the correct number.
  9. 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? – Roadpost
  10. Is the messaging service centre number correctly stored? You must ensure that 00881662900005 is saved in Messages > Settings >Service Centre to be able to receive text messages.
  11. Can you receive text messages in the GO! app when sent from the Iridium Messaging website successfully? Send a test message to your 8816 satellite phone number: Iridium Messaging
  12. Uninstall the Iridium GO! App, restart the device and reinstall the application. Sign in again. Please note: you will need to reconnect to your Wi-Fi or cellular data to re-install the app, then re-connect to the GO! network to sign in.

GO! Mail App Issues

  1. Have you installed the supported free Iridium GO! Mail App from the App Store or Google Play Store to the device that is connected to the GO! network?
  2. Have you registered for an Iridium Mail Account? You must register here https://www.iridium.com/mailandweb to be able to use the application. 
  3. Are you signing into the GO! Mail and Web App with the correct username and password? This information would have been sent to you via your personal email address you registered with. To reset the password, visit https://www.iridium.com/mailandweb/password-retrieval/
  4. When was the last time you used the GO! Mail and Web application? If your account is inactive for 12 months the email address is removed from the Iridium email server and you will need to register again.
  5. Are you trying to access web browsing or social media? Web browsing, Facebook and Twitter are no longer supported by Iridium for the GO! device and service.
  6. Where are you using the device? Check the signal strength on the Iridium GO! LCD is at 5 bars at all times. Normally you will need to leave the marina where yacht masts and buildings can obstruct the view of the Iridium Satellites.
  7. Are you able to receive emails? Iridium GO! - Receiving E-Mail with the Iridium Mail and Web App for iOS – Roadpost or Iridium GO! - Receiving E-Mail with the Iridium Mail and Web App for Android – Roadpost
  8. Are you able to send emails? Iridium GO! - Sending E-Mail with the Iridium Mail and Web App for iOS – Roadpost or Iridium GO! - Sending E-Mail using the Iridium Mail and Web App for Android – Roadpost
  9. Uninstall the Iridium GO! Mail & Web App, restart the device and reinstall the application. Sign in again. Please note: When you uninstall the Iridium Mail & Web App all emails currently in the app are deleted and cannot be retrieved. You should save/ screenshot any important emails before uninstalling the app.  

  10. Reset the Iridium GO and try signing into the GO! App and GO! Mail & Web App again. Factory Resetting the Iridium GO! – Roadpost

GO! Weather Issues

  1. Have you installed the supported free Iridium GO! Mail App from the App Store or Google Play Store to the device that is connected to the GO! network?
  2. Are you correctly completing the necessary steps to configure, access and download the weather information? Iridium GO! - Iridium Mail and Web App Weather Forecasts – Roadpost
  3. Are you using the third-party application PredictWind Offshore? For this application, you will need to register for an account with PredictWind and sign in with that email and password, not the Iridium Web & Mail username and password. Iridium GO! - PredictWind App – Roadpost
  4. Uninstall the Iridium GO! Mail & Web App, restart the device and reinstall the application. Sign in again. Please note: When you uninstall the Iridium Mail & Web App all emails currently in the app are deleted and cannot be retrieved. You should save/ screenshot any important emails before uninstalling the app.  

Voicemail Issues

  1. Is the SIM card you are using active? You can check the "Manage Prepaid Refill" section of your account (for GO! prepaid cards) or "Airtime Plans" (for GO! 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 centre number +881662990000 before you can access the service.
  3. Are you entering the correct password to access your Voicemail? By default, the password is the last 7 digits of your satellite phone number. 

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