Isatphone 2 Troubleshooting – Roadpost

Introduction

This article will detail the steps of troubleshooting your Isatphone 2 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. n

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

Power On Issues

Did you press and hold the red button (the one used to end a call) for a minimum of three seconds to turn the phone’s power on?
Is the battery charged? Charge the battery for at least an hour and then try powering it on again. Isatphone 2 - Charging the Battery
Does the device power on, only when connected to the charger? The battery may be faulty, especially if old.
Is the battery properly fitted? Insert the battery by pressing the battery forward and down. It will click into place. Isatphone 2 - Inserting and Removing the Battery
Do you have a spare battery that you can test in the device? Does it power on with the spare fully charged?

Battery & Charging Issues

Is the charger properly connected? Are its contacts clean and dry? Check the charger and the charging port on the device. Also, make sure you have an Inmarsat battery or an Inmarsat-approved battery installed.
Is the device hot/warm or normal temperature? Check the battery temperature. If it is warm, let it cool before charging.
Are you using the AC wall charger to charge the device? Try charging from a different outlet, try charging using a DC (Car Charger), or USB via computer's USB port to see if the device is recognized.
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.
Is docking mode enabled on the device? Check in Settings. 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.
Is there any noticeable damage to the battery? Or is there any water damage to the battery or device itself?

Battery Drain/Battery Performance Issues

Are you in an area of variable coverage? This uses extra battery power.
Is your antenna fully extended and correctly angled? Do you have a clear unobstructed view of the sky? This helps use less battery power.
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.
Is it an old battery? Battery performance declines after several years of use. Replace the battery.
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.
Are you using your phone in extreme temperatures? At extreme hot or cold temperatures, battery performance is significantly reduced.

SIM Card Issues

Is the SIM card correctly inserted in the device? The cut-off/slanted edge should line up perfectly in the slot. Ensure the tray is securely closed. Isatphone 2 - Installing the SIM card – Roadpost
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 SIM card into the phone carefully.
Is the card visibly damaged or scratched? SIM cards are typically durable, but if accidentally damaged, you may need a new SIM card.
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 Connection Issues

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 (vessels such as boats included), can act as obstructions/interference.
Is the antenna correctly positioned? Extend the antenna, lock it in and point upright and aim at the southern tip of the sky to receive a signal. Isatphone 2 - Connecting to Inmarsat Satellites – Roadpost
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.
Try a soft reset by powering the device off, removing the battery and then re-install and power on.
Have you tried doing a manual search to connect to the satellite? In Menu> Network Connectivity >Advanced Options>Manual Channel ID entry > Enter the number 83 and save.
Is there any noticeable damage to the antenna? Or did the device suffer any water damage? If not, try to reset all settings Isatphone 2 - Reset all Settings – Roadpost

Outbound Call/Text Messaging Issues

After powering on the phone you must wait (1-2 Minutes) for the phone to obtain a GPS fix prior to making calls. This happens automatically once you extend the antenna.
Is the antenna fully extended and correctly angled? Do you have a clear unobstructed view of the sky? Isatphone 2 - How to place a phone call – Roadpost
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, you are aiming to the southern tip and there are no buildings, trees, or other objects interfering. You need at least 2 bars of signal to connect, but 4-5 bars to successfully place a call.
Are you using the correct dialing pattern to make calls and send text messages? Ensure you use the 00 or + prefix before the country code. Isatphone 2 - Sending a Text Message – Roadpost
Is Restricted displayed? Check the Call Barring status in settings. If enabled, disable when you are in an area with good network coverage.
Check to make sure that your specific (correct) Isat service number (satellite phone number) is correctly stored in Menu - Info - My Number
Is fixed dialing enabled? If so, you can only make calls to numbers or prefixes that are on the list.
Can the person you are texting/calling, receive calls/texts from international/satellite phone numbers? Have them check with their cell service providers.
Unable to send any messages to any phone number regardless of the recipients cell-service provider (and known to be able to receive international texts)? Check to ensure the service centre number is correct inserted as +870772001799 and try sending another message: Isatphone 2 - Unable to send SMS Text Message – Roadpost

Inbound Call/Text Messaging Issues

Is the antenna fully extended and correctly angled? Do you have a clear unobstructed view of the sky?
Is the device powered on? You won't be able to receive calls unless the device is on and connected to the network.
Is the ringer off? Check the Ringer setting. If it is off, there is no audible ringer.
Do you have call barring and call forwarding enabled? Confirm in settings and disable when you are in an area with good network coverage.
Does the caller/texter have any restrictions on calling satellite devices or international numbers? Have them check with their cell service providers (cellphone / landline).
Is the caller using the correct dialing pattern to call the satellite device? Have they included the 00 or + prefix in front of the 870 satellite phone number?
Is the caller dialing a dedicated US+1 assigned phone number? Confirm that they are dialing the correct number.
Are you able to receive text messages from the Inmarsat Messaging website? Try sending a message to your 870 satellite phone number: Inmarsat Messaging

Voicemail Issues

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.
Do you have a service plan with the voicemail add-on enabled? Monthly plans for Inmarsat have an optional Voicemail add-on which is at an additional cost per month.
Do you have enough units on your existing prepaid card to retrieve voicemails? Voicemail retrieval deduct 1.5 units from your total available units on your card.

GPS/Location/Tracking Issues

Is the device registered to the network? You can view GPS information only after the phone
has been registered to the network. Select Menu > GPS position > Options > View location information
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 occurs, select Menu> GPS position. The new GPS fix is displayed. When this screen is open, your phone will attempt to refresh the GPS fix every 30 seconds. After doing so, you will be able to send your GPS location if desired. Isatphone 2 - Send GPS Location – Roadpost
Where are you located when trying to access the GPS fix? Some national policies do not allow users to access their GPS information in particular locations. Your phone continues to access the GPS satellites as usual, but your phone will not display its GPS location.

Related articles