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Iridium Extreme (9575) - Troubleshooting

Monique
  • Updated

This article helps you troubleshoot common issues with the Iridium 9575 (Extreme) satellite phone. Select the section that matches your issue and follow the steps provided.

If you’re still experiencing problems after completing the steps, contact our support team for further help.

Contents

Power On Issues

If your Iridium 9575 (Extreme) won't turn on: 

  1. Press and hold the power button (at the top of the device, to the right of the antenna and next to the SOS button) for at least 3 seconds.
  2. Check that your battery is charged. If the device does not power on, connect it to the charger and allow it to charge for at least one hour before trying again.
  3. If the device only powers on when plugged in, the battery may be faulty, especially if it is older.
  4. Ensure the battery pack is securely fitted. Use the "D" ring to lock the battery and press firmly with both thumbs to seat it properly.
  5. Use a spare battery to test. If the device powers on with a fully charged spare battery, the original battery is likely the issue.
  6. If a power-on error appears, refer to Iridium Extreme - Power On Messages for further guidance.

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Charging & Battery Issues

If your battery won't charge or seems faulty:

  1. Connect the charger using the adapter at the base of the phone. Make sure all contacts are clean and dry. Please see:
  2. If the device is warm to the touch, let it cool down before charging.
  3. If a question mark (?) appears next to the charging icon, you cannot charge this battery. Make sure you're using an Iridium-approved battery.
  4. Try alternate charging methods. Use a DC (car) charger or use the USB cable to connect the device (via the adapter) to the computer (via the USB port).
  5. Battery performance can decline after several years of use. Please try using a spare battery or purchasing a new one.
  6. Check for signs of damage or water exposure on the battery and phone. Damaged components might need replacement.

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Battery Drain/Battery Performance Issues

If your battery drains quickly:

  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 angled up towards the 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.

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SIM Card Issues

  1. Confirm that the SIM card is inserted properly. The cut-off/slanted corner should line up perfectly in the slot.
  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. Ensure the SIM tray locks in place. A distinct "click" should be heard when properly secured.
  5. Confirm that your SIM card 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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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, locked in, and angled up towards the sky to receive a signal.
  3. Remove the charging base (antenna pigtail base) if attached. This component may cause interference with satellite reception. Please see: Iridium Extreme - Charging, USB, Antenna Adapters.
  4. 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.
  5. Inspect the antenna or device for damage or water exposure.
  6. If there is no visual damage, perform a reset to defaults (factory reset).

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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 correctly angled and that you have a clear, unobstructed view of the sky.
  2. Make sure that you have 2-3 bars of signal to make a call. 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.
  3. Ensure you're using the correct international dialing format: 00 or + prefix before the country code. Please see: Iridium Extreme - Placing an Outgoing Phone Call.
  4. If "Restricted" shows, check Call Barring:
    • Go to: Menu > Setup > Call Options > Call Barring.
    • The default PIN is 0000.
    • If enabled, disable it when you are in an area with good coverage.
  5. If Fixed Dialing is on, you can only make calls to numbers or prefixes that are on the list. When you have good network coverage, disable it:
    • Go to: Menu > Setup > Call Options > Fixed Dialing.
    • The default PIN is the SIM PIN: 1111.
  6. 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.
    • Note: Country codes: 881 Iridium and 870 Inmarsat.
  7. For SMS, confirm that the Service Center Number is correctly saved. You must ensure that +881662900005 is saved in Menu > Messages > Settings >Service Center to be able to send text messages. Please visit: Iridium Extreme - Unable to send SMS.

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Issues Receiving Calls or Texts

If you're not receiving calls or SMS:

  1. Confirm the antenna is extended and correctly angled, and the device is powered on. If the antenna is stowed, incoming calls will show as 'Call Attempt'. Extend the antenna and press the green key to accept.
  2. Check if the Ringer is off in device settings. If it is, there isn't an audible ringer. Please see: Iridium Extreme - Receiving a Call.
  3. Disable Call Barring and Call Forwarding in 'Call Options'. You must have a network signal to enable/disable these features (Screen indicates 'Registered' with 2+ signal bars in the upper left).
  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.
  8. For SMS, confirm that the Service Center Number is correctly saved. You must ensure that +881662900005 is saved in Menu > Messages > Settings > Service Center to be able to receive text messages.
  9. Test that you can receive messages on your satellite device from the Iridium Messaging website. Send a test message to your 8816 satellite phone number.
  10. If outbound calls work, but inbound calls don't, check if the SIM number matches the number on the sticker on the side of the device.
    • Make a call to a mobile phone and ensure the caller ID matches the number on the sticker.
    • You can also contact our Technical Support team to check if the number matches the sticker.
  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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Voicemail Issues

If you can't access voicemail:

  1. Make sure the SIM card is active by checking your online account. Check the "Manage Prepaid Refill"(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 the default voicemail number is stored in Voicemail settings:
    • Menu > Voicemail > Voicemail Settings > Number > Enter +881662990000 > Save.
  3. If unanswered calls aren't going into Voicemail, check if call forwarding is correctly routed to voicemail:
    • Make sure the phone is ON, registered on the Iridium network, and has good signal strength.
    • Go to: Menu > Setup > Call Options > Call Forwarding.
    • Choose from: "All calls", "If busy", "If no answer", or "If unavailable".
    • Select "Voicemail" from the list and wait until confirmed.
  4. If you cannot access voicemails, ensure you are following the correct steps from Iridium 9555 & 9575 Extreme - Accessing Voicemail.

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GPS/Location Issues

  1. Enable GPS on the device. It is disabled by default. To turn it on:
    • Main Menu > Location Options > GPS Options > GPS On/Off > Enable.

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