Troubleshooting Thuraya IP+

  

   Select a topic:

   Thuraya IP+ will not switch on, or stay on when under battery power.    SIM card error.
   The web based user page does not work from browser.    Primary LAN Ethernet connection to the Modem does not function.
   The compass does not appear to work correctly.    The Security Code appears to be invalid.
   The SIM PIN code appears to be invalid.    Thuraya IP+ cannot locate itself using GPS.
   Signal Strength on screen does not change when moving the antenna.    Thuraya IP+ cannot access the internet after successful pointing.
   No network access or poor network performance.    The battery will not charge.
   Satellite Modem stops sending data even with good connection    Web Interface Signal Quality changes from time to time.
   Still having trouble?

   Call Customer Care on:   1300 882 448

 
   Thuraya IP+ will not switch on, or stay on when under battery power.
   •   Charge the battery. Check Battery Light or wMMI screen for battery charging indication.

   •   Remove and reinsert the battery. Make sure the battery is latched.

   •   Check the battery connector contacts. Clean them if necessary. If you find any damage, replace battery.

   •   When the terminal is reset while under battery power (no AC Mains connected), you must turn it back on manually. This is a normal operation for the

        terminal.

 
   SIM card error.
   •   Visually inspect the SIM card and SIM card contacts and return SIM card to Pivotel if it is damaged.

   •   Remove the battery and verify that the SIM card is present.

   •   Remove the SIM card and make sure that it is inserted according to the instructions in the User Guide.

   •   Clean the SIM card contacts with a dry cloth.

 
   The web based user page does not work from browser.
   •   For Firefox, go to Advanced Preferences and select ‘Direct connection to the Internet.’

   •   For Microsoft Internet Explorer, select Tools / Internet Options / Connections / LAN Settings and uncheck the box labelled ‘Use a proxy server for your

        LAN.’

   •   You May Need To Recheck This Box Upon Returning To Your Other Internet Connection.

 
   Primary LAN Ethernet connection to the Modem does not function.
   •   Remove and reinsert the Ethernet cable from both the PC and the Modem.

   •   Make sure the Windows network settings in the PC are set to choose IP settings automatically (DHCP). Then reboot the PC.

   •   Disconnect all other LAN connections. Make sure the Modem is the only active LAN connection.

   •   Windows limits the number of network bindings to six. If you have more than six, you must remove one in order for the PC to communicate with the

        modem.

 
   The compass does not appear to work correctly.
   •   Hold the Thuraya IP+ upside down and level, away from metallic objects.
 
   The Security Code appears to be invalid.
   •   After ten failed attempts to enter the Security Code, you must switch the terminal off and on again to have access to another 10 retries. If you forgot the

        Security Code, contact you Customer Care.

 
   The SIM PIN code appears to be invalid.
   •   If the SIM PIN is blocked, contact your Customer Care to obtain the PUK (PIN Unlock Key) code. Enter the PUK when prompted.
 
   Thuraya IP+ cannot locate itself using GPS.
   •   Make sure no obstruction is blocking the GPS antenna and that the Terminal has a clear view of at least 3/4 of the sky. Make sure that you do not place

        your hand or another object over the main antenna radome.

   •   Wait for 5 minutes. Switch the Terminal off and on again.

 
   The Signal Strength meter on the pointing screen does not change when moving the antenna.
   •   Follow the instructions in the Thuraya IP+ User Guide to correctly complete approximate pointing.

   •   Make sure no obstruction is blocking the satellite signal. Make sure that the Terminal has a clear view of the sky in the direction of the satellite.

        Be aware that metalized window glass may reduce or entirely block the signal. Check that the antenna is pointed using the correct compass direction

        and antenna angle from the web interface pointing screen.

 
   Thuraya IP+ cannot access the internet after successful pointing.
   •   Click the ‘Exit Pointing’ button from the Pointing page or press the Connect button on the face of the terminal.

   •   Turn Thuraya IP+ off and then back on again, and attempt antenna pointing again to improve the signal strength. You may need to reposition Thuraya

        IP+, verifying that there are no obstructions blocking the satellite signal and that the Terminal has a clear view of the sky in the direction of the satellite.

   •   The browser may not be correctly configured. For Firefox, go to Advanced Preferences and select ‘Direct connection to the Internet.’

        For Microsoft Internet Explorer, select Tools / Internet Options / Connections / LAN Settings and uncheck the box labelled ‘Use a proxy server for your

        LAN.’ YOU MAY NEED TO RECHECK THIS BOX UPON RETURNING TO YOUR OTHER INTERNET CONNECTION.

 
   No network access or poor network performance.
   •   If you are near another satellite mobile terminal, switch the other satellite mobile terminal off or move as far away as possible to avoid interference.
 
   The battery will not charge.
   •   Replace the battery. After several years of average use, a gradual decline may be expected.

   •   Check the battery connector contacts. Clean them if necessary. If the battery is damaged, replace it.

 
   Satellite Modem stops sending data even with good network connection and sufficiently charged battery.
   •   If the LCD display indicates an over temperature condition let the Thuraya IP+ cool down before attempting to resume operation.
 
   The Signal Quality meter on the web interface changes from time to time.
   •   There are several types of channels used by the Modem, each with different signal strengths. Because the Signal Quality meter measures the channel

        currently in use, there may be slight differences in what the meter shows as channels are changed from one type to another.

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