Iridium GO! Troubleshooting

Power On Issues

If your device won't turn on: 

1. Press and hold the power button for 3 seconds or raise the antenna. This is the only way to properly power on the device.
2. Charge the battery for 4–5 hours. If the battery is very low or drained, a quick charge might not be enough.
3. If it only turns on when plugged in, this suggests the battery may be degraded and can no longer hold a charge.
4. Check the battery installation. Improperly seated or dirty battery contacts can prevent the device from powering on. Please see: Iridium GO! - Installing the Battery
5. Try a different battery. A known good battery helps confirm if the issue is the battery or the device.

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Battery & Charging Issues

If the battery won't charge or isn't holding a charge:

1. Ensure the charger is properly connected and clean.
   1. • Please see: Iridium GO! - Charging the battery.
2. Ensure the battery contacts are clean and undamaged.
3. 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).
4. Try different charging methods. Test using the wall charger, USB cable, or car charger to rule out charger issues.
5. Battery performance can decline after several years of use. Please try using a spare battery or purchasing a new one. 
6. Check for visible damage or water exposure on the battery or device.

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Battery Draining Quickly

If your battery drains faster than expected:

1. Poor satellite coverage drains power faster. Constant searching for satellites increases battery usage. 
2. Use the phone in a location with a clear, unobstructed view of the sky to avoid excess power usage. 
3. If you have a new battery, please know that it needs two (2) to three (3) charge/discharge cycles to reach full performance. 
4. If you have an old battery, note that battery performance can decline after several years of use. Please try using a spare battery or purchasing a new one. 
5. Let the battery fully drain (until the device turns itself off), then charge the battery overnight.
6. Avoid using the phone in extreme temperatures. At extreme hot or cold temperatures, battery performance is significantly reduced. Keep the battery at room temperature. Keep it between 0°C (32°F) and 45°C (113°F) when charging.

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SIM Card Issues

If the device can't read the SIM card: 

1. Confirm that the SIM card is inserted properly. The cut-off corner should line up perfectly in the try. Please see: Iridium GO! - Inserting the SIM card.
2. The contacts of the SIM card may be dirty. Turn off the device, remove the SIM, and gently clean the contacts with a dry cloth. Re-insert the card in the device.
3. Check your SIM card for visible damage or scratches. SIM cards are typically durable, but if accidentally damaged, you may need a new SIM card.
4. When you inserted the SIM card and closed the SIM tray, did it lock into place (usually a "click" sound is heard)? Check to make sure the SIM is correctly inserted and locked into place.
5. Confirm the SIM is 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. 

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GO! Network & GO! App Issues

If the device won't connect:

1. Ensure you're using the device outside in an area with a clear, unobstructed view of the sky and that there are no obstructions nearby. 
   • • Note: Trees, buildings, vehicles (including vessels such as boats) can act as forms of obstruction/interference. 
2. Make sure the antenna is fully extended and ensure it points upright towards the sky directly above to receive a signal.
   • • Please see: Iridium GO! - How to Use the Iridium GO! Video
3. Install the free Iridium GO! App from Google Play or the App Store. The app is necessary to connect your smartphone to the device.
   • • Please see: Iridium GO! - Installing the Iridium GO! App for Android and iOS.
4. Ensure your smartphone is correctly paired to your Iridium GO!. See: Iridium GO! - iPhone/ iPad will not connect to the Iridium GO!
5. Ensure Wi-Fi and Airplane mode are both enabled. Bluetooth and cellular data should be off. 
6. Check your Wi-Fi password. By default, the Iridium GO! creates an open (visible) Wi-Fi network with no password. If you previously set a WPA2 password for the network, you’ll need to enter that 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.
7.  Uninstall the Iridium GO! app, restart the device, and reinstall the app. Then, sign in again.
   • • Note: You will need to reconnect to your Wi-Fi or cellular data to reinstall the app, then reconnect to the GO! network to sign in.
8. Inspect the antenna or device for damage or water exposure.
9. If there is no visible damage, reset all settings. Please see: Factory Resetting the Iridium GO!

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 "guest" as the password and username. Please see: Factory Resetting the Iridium GO!

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GPS/Tracking Issues

If your GPS location won't update or you can't get a GPS fix: 

1. Ensure you're using the device outside in an area with a clear, unobstructed view of the sky and that there are no obstructions nearby. 
   • • Note: Trees, buildings, vehicles (including vessels such as boats) can act as forms of obstruction/interference. 
2. Make sure the antenna is fully extended and ensure it points upright towards the sky directly above to receive a signal.
   • • Please see: Iridium GO! - How to Use the Iridium GO! Video
3. If you are using an external antenna, please note that the external antenna can't get GPS locations, as GPS requires the device itself to be exposed to get GPS. There is no external antenna for the Iridium GO! that will boost the GPS signal.
   • • Tip: GPS is less affected by obstructions than Iridium signals. You may get a weak GPS fix indoors (e.g., in a boat cabin), but it will be slower and less accurate. For best results, place the device under open sky—GPS can still work with an external antenna attached.
4. Set the Power Mode to 'GPS - On'. The default is 'GPS On Demand', but this can delay registration. 
   1. • To change this, use the two buttons below the screen to navigate to: Power Mode > Set GPS > Select 'GPS - On'.
      • Note: The 'On Demand' setting only enables GPS when sending Tracking messages or during an SOS. The 'On' setting will set the GPS antenna to always active, which will result in increased battery usage. 
5. Inspect the antenna or device for damage or water exposure.
6. If there is no visible damage, reset all settings. Please see: Factory Resetting the Iridium GO!

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Issues Making Calls or Sending Texts

If you're having trouble making calls or sending SMS:

1. Make sure your antenna is fully extended and that you have a clear, unobstructed view of the sky.
2. Make sure that you have 2-3 bars of solid signal to make a call. If the signal is weak, ensure that you have a clear line of sight to the sky and that there are no buildings, trees, or other objects interfering.
   1. • Check the signal strength indicator in the upper left corner of the screen.
3. Install the free Iridium GO! App from Google Play or the App Store. The app is necessary to make calls and send texts.
   • • Please see: Iridium GO! - Installing the Iridium GO! App for Android and iOS.
4. How many users are connected to the GO! network and signed into the app? While up to 5 users can send messages at the same time (tracking and SMS), only one active call can happen at the same time (voice or internet). 
5. Check that the GO! app has permission to use your device's audio. Please see: Iridium GO! - Can't Be Heard in Iridium GO! iOS app (iOS Microphone Permission).
6. Ensure you're using the correct international dialing format: 00 or + prefix before the country code.
7. Confirm that the person you are calling or texting can receive calls/texts from international/satellite phone numbers. They will need to check with their cell service provider. 
   1. • Note: Country codes: 881 Iridium and 870 Inmarsat.
8. For SMS, confirm that the Service Center Number is correctly saved. You must ensure that +881662900005 is saved in Messages > Settings > Service Center. 
9. Uninstall the Iridium GO! app, restart the device, and reinstall the app. Then, sign in again.
   • • Note: You will need to reconnect to your Wi-Fi or cellular data to reinstall the app, then reconnect to the GO! network to sign in (Default ID/password = guest).
10. Clear App Data and Disable Captain/Crew dialing: Iridium GO! - Cannot Place an Outgoing Call.

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Issues Receiving Calls or Texts

If you're not getting calls or texts:

1. Make sure your antenna is fully extended, your device is on, and that you have a clear, unobstructed view of the sky.
2. Install the free Iridium GO! App from Google Play or the App Store. The app is necessary to receive calls and send texts.
   • • Please see: Iridium GO! - Installing the Iridium GO! App for Android and iOS.
3. How many users are connected to the GO! network and signed into the app? While up to 5 users can send messages at the same time (tracking and SMS), only one active call can happen at the same time (voice or internet). 
4. Ask the caller to check for restrictions on calling or texting satellite devices or international numbers with their service provider.
5. Verify they are using the correct dialing pattern, starting with 00 or +.
   • • Example from U.S./Canada landline: 011 8816 XXX XXXXX.
     • Note: Some landlines and mobile providers might require a 'country exit-code' instead of +/00.
6. If your plan includes a US +1 number, remember this can't receive SMS. Ensure the person messaging you is using the 8816 number.
7. For two-stage dialing, confirm that callers are dialing 1-480-768-2500, and when prompted, that they enter your satellite phone number correctly. 
   • • Please visit: How To Call Using Iridium Two Stage Dialing?
8. Check the messaging service center number. Connect to the Iridium GO!'s Wi-Fi, open the GO! app, and go to: Settings > Message > Service Center Number.
   1. • Ensure it's set to 00881662900005, then tap Save. This number is required to send and receive messages.
9. Check that you can receive messages in the GO! app from the Iridium Messaging website by sending a test message to your 8816 number.
10. Uninstall the Iridium GO! app, restart the device, and reinstall the app. Then, sign in again.
    • • Note: You will need to reconnect to your Wi-Fi or cellular data to reinstall the app, then reconnect to the GO! network to sign in (Default ID/password = guest).
11. SMS messages are only delivered when your location is known to the satellite network. Once your phone shows Registered, place a quick call to the Iridium Test number: +1-480-752-5105 to let the network know where you are and receive any pending messages.

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GO! Mail App Issues

IMPORTANT NOTICE FOR ANDROID USERS:

The Iridium GO! Mail & Web app is no longer compatible with devices running Android 14 or higher. At this time, there is no confirmed timeline from Iridium on when this issue will be resolved.

Please contact our Customer Experience Team for more information and support: How do I contact support?

1. The Iridium GO! Mail App has to be installed on the smart device connected to the GO! network. It's available in the App Store or Google Play.
2. A registered Iridium Mail account is required to use the app. You can register at https://www.iridium.com/mailandweb.
3. Check you're using the correct username and password to sign in. This login information was sent to the registered email address. If access is lost, reset the password at https://www.iridium.com/mailandweb/password-retrieval/.
4. Iridium deletes inactive accounts after 12 months. If the app hasn't been used in over a year, the email address is removed from the service and must be registered again.
5. If you're trying to web browse, Facebook, or Twitter, please note that these are no longer supported by Iridium for the GO! device and service.
6. The device must be used in an area with a strong signal. The Iridium GO! LCD should display 5 bars of signal. Avoid marinas or areas obstructed by yacht masts or buildings, which may block satellite visibility. 
7. Confirm that you are able to receive emails. Please check:
   • • Iridium GO! - Receiving E-Mail with the Iridium Mail and Web App for iOS
     • Iridium GO! - Receiving E-Mail with the Iridium Mail and Web App for Android
8. Confirm that you are able to send emails. Please check:
   1. • Iridium GO! - Sending E-Mail with the Iridium Mail and Web App for iOS  
      • Iridium GO! - Sending E-Mail using the Iridium Mail and Web App for Android
9. Uninstall the Iridium GO! app, restart the device, and reinstall the app. Then, sign in again.
   • • Note: You will need to reconnect to your Wi-Fi or cellular data to reinstall the app, then reconnect to the GO! network to sign in (Default ID/password = guest).
     • Important: 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. Clear the Cache and Storage data of both the GO! App and the Iridium Web and Mail App, and then power cycle the GO! unit and smartphone.
11. Reset the Iridium GO and try signing into the GO! App and GO! Mail & Web App again. Please see: Factory Resetting the Iridium GO!

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GO! Weather Issues

1. The Iridium GO! Mail App has to be installed on the smart device connected to the GO! network. It's available in the App Store or Google Play.
2. Ensure you are correctly completing the steps to configure, access, and download the weather information. Please see: Iridium GO! - Iridium Mail and Web App Weather Forecasts.
3. If you're using PredictWind Offshore, you'll need to create a PredictWind account, and login must be done using that specific email and password, not the Iridium Mail credentials.
   1. • Please see: Iridium GO! - PredictWind App
4. Uninstall the Iridium GO! app, restart the device, and reinstall the app. Then, sign in again.
   • • Note: You will need to reconnect to your Wi-Fi or cellular data to reinstall the app, then reconnect to the GO! network to sign in (Default ID/password = guest).
     • Important: 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.

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