Isatphone 2 Troubleshooting

Battery & Charging Issues

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

1. Ensure the charger is properly connected and clean.
   • Please see: Isatphone 2 - Charging the Battery.
2. Use only Inmarsat or Inmarsat-approved batteries.
3. If the battery feels hot, let it cool before charging.
4. If you're using an AC wall charger, try a different outlet, car charger (DC), or charge via USB for 24 hours to revive deeply discharged batteries.
5. Check the charger’s amp rating. Avoid chargers rated over 2.1A.
6. Disable Docking Mode in Settings to allow full charging. If On (limited charge) at the selected level, recharging will be triggered. Change to Off (full charge) to continually charge your battery to 100% until your phone is removed from the charger or docking station. 
7. Check for visible damage or water exposure on the battery or device.

Go back to top

Battery Draining Quickly

If your battery drains faster than expected:

1. Use the phone in a location with a clear, unobstructed view of the sky to avoid excess power usage. The longer the device is searching for satellites, the more battery power it uses.
2. Make sure the antenna is fully extended and point it to the southern sky to help use less battery power.
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. Let the battery fully drain, then charge it overnight. 
5. Battery performance can decline after several years of use. Please try using a spare battery or purchasing a new one. 
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.

Go back to top

SIM Card Issues

If your phone isn't detecting the SIM card:

1. Make sure the SIM is inserted properly. The angled edge must align with the tray.
   • Please see: Isatphone 2 - Installing the SIM card – Roadpost.
2. The contacts of the SIM card may be dirty. Turn off the phone, remove the SIM, and gently clean the contacts with a dry cloth. Re-insert the card in the phone.
3. Check your SIM card for visible damage. SIM cards are typically durable, but if accidentally damaged, you may need a new SIM card.
4. 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. 

Go back to top

Network Issues

If your device isn't connecting to the network:

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 angled toward the southern sky.
   • Please see: Isatphone 2 - Connecting to Inmarsat Satellites.
3. If you turned on the phone while indoors, or in an area with an obstructed view of the sky, before heading outside, the phone may be in power-saving mode to preserve battery life. Wait a few minutes or restart the device.
4. Try a soft reset: power off the device, remove the battery, then reinstall and turn on.
5. Manually search to connect to the satellite:
   • Menu > Network Connectivity > Advanced Options > Manual Channel ID > Enter 83 and save.
6. Inspect the antenna or device for damage or water exposure.
7. If there is no visible damage, reset all settings. Please see: Isatphone 2 - Reset all Settings.

Go back to top

Voicemail Issues

If you can't access voicemail:

1. Check that your SIM is active under 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. Confirm whether your service plan includes voicemail. Monthly plans for Inmarsat have an optional Voicemail add-on, which is at an additional cost per month. 
3. If you're using a prepaid plan, ensure you have enough units. Voicemail retrieval deducts 1.5 units from your total available units on your card. 

Go back to top

GPS, Location, or Tracking Issues

If you're unable to get a GPS fix:

1. Your phone must be registered to the network to view GPS.
   • Go to: Menu > GPS Position > Options > View Location information.
2. On rare occasions, your phone may continue to show the GPS fix required icon, which means that a new GPS fix is needed in order for your phone to connect to the network. If this happens, open: Menu > GPS Position.
   • When this screen is open, your phone will attempt to refresh the GPS fix every 30 seconds.
   • You'll be able to send your GPS location after doing this.
   • Please see: Isatphone 2 - Send GPS Location.
3. In some countries, GPS location display may be restricted by law, even though your phone is still connected to satellites. Your phone still has access to the GPS satellites, but won't display its GPS location.

End of article – Go back to top