Iridium Support – Frequently Asked Questions

[vc_section 0=””][vc_row 0=””][vc_column][vc_column_text]

Iridium GO! Support

[/vc_column_text][/vc_column][/vc_row][vc_row 0=””][vc_column 0=””][vc_separator color=”black” el_width=”40″ css=”.vc_custom_1499304481264{margin-top: -2% !important;}”][/vc_column][/vc_row][/vc_section][vc_section 0=””][vc_row 0=””][vc_column][vc_column_text css=”.vc_custom_1499304539084{margin-top: -2% !important;}”]

This is Apollo SatCom’s section of Iridium Support tailored solely for the Iridium GO! sat hub. We have three sections below to help you with whatever you need with your device. As always if you have further questions please do not hesitate to get ahold of us at 1(844)248-0123.

[/vc_column_text][/vc_column][/vc_row][/vc_section][vc_section 0=””][vc_row 0=””][vc_column][vc_tta_accordion style=”modern” shape=”square” color=”black” active_section=”0″ css_animation=”fadeIn” collapsible_all=”true” title=”Iridium GO! – FAQ”][vc_tta_section use_ajax=”” title=”What devices are compatible with the Iridium GO! and what are it’s features and benefits?” tab_id=”1499303899846-eb41c8c7-c37b”][vc_column_text]You can use your Iridium GO! with both Android and iOS devices; for example the iPhone, iPad, and iPod. As far as the main features and benefits are concerned please click the button below for all the information you need:[/vc_column_text][vc_btn title=”Learn More” shape=”square” color=”sky” link=”|||”][/vc_tta_section][vc_tta_section use_ajax=”” title=”What apps can I get for the Iridium GO!” tab_id=”1499303899847-9386089a-09d2″][vc_column_text]There are a couple main apps for the Iridium GO! that allow you to perform essential functions of the device like send SMS messages as well as Tweets, making and receiving calls, and also SOS messages. You can also use it as an administrator tool for accounts like user administration and privileges as well as configuring a firewall or setting up wi-fi security.

The other main app for the Iridium GO! is the Iridium Mail & Web app, which as the name implies allows you to send and receive email messages with all the main features of email up to and including attachments.

There are plenty of third party apps to choose from for a small fee for things like weather tracking.

All iOS users can download these apps from Apple’s App Store and Android users can find the apps in the Google Play Store.

Iridium GO! App:
Default Username: guest
Default Password: guest

As far as the default username and password for the Iridium Mail & Web App, it can be found in the confirmation email when you perform the initial setup.[/vc_column_text][/vc_tta_section][vc_tta_section use_ajax=”” title=”Are there Iridium GO! service plans available?” tab_id=”1499303899848-c7ff6e0c-3516″][vc_column_text]There are service plans available particularly tailored for the Iridium GO! and can be found by clicking the button below. Also, any other plans for Iridium satellite phones can be applied to the device as well. If needs be we can work with you personally to figure out your needs and find a plan that is perfect for you, feel free to call us anytime at 1 (844) 248-0123.[/vc_column_text][vc_btn title=”Service Plans” shape=”square” color=”sky” link=”|||”][/vc_tta_section][vc_tta_section use_ajax=”” title=”Will my SIM card currently in my Iridium Satellite Phone work with the Iridium GO! without problems?” tab_id=”1499303899849-609e1938-f5d9″][vc_column_text]The short answer is yes they can be used between both your satellite phone and your Iridium GO! without issues. Just a side note, though, special rates on certain plans are particular to the device. For example, certain aspects of an Iridium GO! plan may not carry over to another device and can only be redeemed on your Iridium GO! sat hub. i.e. Iridium GO! Unlimited Data[/vc_column_text][vc_btn title=”Service Plans” shape=”square” color=”sky” link=”|||”][/vc_tta_section][vc_tta_section use_ajax=”” title=”If the Iridium GO! app is not currently running on my phone, how am I supposed to know if I get a phone call?” tab_id=”1499303899851-2e14f507-c3a5″][vc_column_text]No worries, the call comes in through the Iridium GO! satellite hub and it will let you know with a ring if you get a phone call. If a call comes in like this you simply open up the app on your phone and then accept the call, which keeps the hassle of trying to operate two devices at once to a minimum.[/vc_column_text][/vc_tta_section][vc_tta_section use_ajax=”” title=”I noticed the Iridium GO! has an SOS button, exactly how does that work?” tab_id=”1499303899851-08377da3-0d88″][vc_column_text]Only after proper configuration will the Iridium GO! SOS button operate as needed. It can be configured from the Iridium GO! on your smartphone. Your emergency contact information is stored within your Iridium GO! sat hub so at any time you can press the SOS button and your GPS location and message will be automatically sent off.

You can also operate the SOS function right from the Iridium GO! app from your connected smartphone, allowing you to send your saved emergency message and also start you up on getting a call to your saved contact as well.

There is also an invaluable feature called the GEOS service which offers monitoring and professional search and rescue response to any emergency. It is free and all you need to do is configure it with your device; for more information click the button below:[/vc_column_text][vc_btn title=”GEOS Service” shape=”square” color=”sky” link=”|||”][/vc_tta_section][vc_tta_section use_ajax=”” title=”How do I perform a firmware update with my Iridium GO! sat hub?” tab_id=”1499303899852-80cb4f03-9a92″][vc_column_text]Step 1 – Download the latest Iridium GO! firmware

  • You can find the current firmware download for your device by Clicking Here, please save the file to your desktop

Step 2 – Turn on your Iridium GO! device

  • Raise the antenna to an upright position
  • Wait for the device to power up (takes approx. 1min) to begin registration with
    the Iridium network

Step 3 – Charge the battery

  • Open the USB cover and firmly plug in the USB cable that is already connected to
    AC plug or car charger

Step 4 – Check the firmware version on your Iridium GO! device

  • Press either left or right navigation button for menu to appear
  • Press “Next” button until you get to Information option
  • Press “Select”
  • Write down the SSID number and firmware (f/w) version

Step 5 – Connect your laptop/computer to the Iridium GO! Advanced Features Portal via wi-fi

  • Use the SSID number to connect laptop/computer to your Iridium GO! device
  • Open a web browser using the latest version of either Chrome, Firefox or IE11
  • Enter in the address bar and press Enter
  • Login with an administrator account, the Username & Password default for both is “guest” and press Enter

Step 6 – Navigate in Advanced Features portal

  • Go to SYSTEM tab
  • Click on “Choose File” and choose the saved firmware file from your desktop
  • Click on upgrade, and wait until the progress/status bar reaches 100% completion. This should take approximately 10-15 minutes. NOTE: While firmware upgrade is in progress, do not navigate away from this page
  • Upon completion, the device will automatically restart, it will take approximately 2 minutes. NOTE: A new progress bar will appear below the firmware upgrade to indicate that the unit is restarting
  • If the device has lost Wi-Fi connection, ensure to reconnect – follow Step 5

Step 7 – Check firmware version on your Iridium GO!

  • Follow Step 4
  • Ensure that the Firmware is the current version
[/vc_column_text][/vc_tta_section][vc_tta_section use_ajax=”” title=”How many devices can I connect to my Iridium GO! sat hub and at what distance can I be from it as well?” tab_id=”1499303899853-ccaa177d-5517″][vc_column_text]You can connect up to five personal devices at the same time to the Iridium GO! through the wi-fi connection. The range of the wi-fi can vary by the environment that your device is in, for instance, if there are any obstacles that can hinder the wi-fi signal but the maximum range about 100 feet.[/vc_column_text][/vc_tta_section][vc_tta_section use_ajax=”” title=”How long will the battery last in my Iridium GO! sat hub and when the battery does get low, how do I recharge it?” tab_id=”1499303899854-b43bac06-8cd2″][vc_column_text]With a full charge you can get up to 7 hours of talk time and up to 16 hours of standby time. Just a tip: Environmental factors can affect the battery life so this should be taken into consideration as well.

Recharging your Iridium GO! sat hub is as simple as charging any personal device. You can use the AC adaptor in a wall outlet, the car adaptor, or you can even plug it into your computer via a micro-USB cable. There is even a universal plug kit so you can plug your device into outlets from other countries.[/vc_column_text][vc_btn title=”Iridium GO! Universal Plug Kit” shape=”square” color=”sky” link=”|||”][vc_btn title=”Iridium GO! Auto Charger” shape=”square” color=”sky” link=”|||”][vc_btn title=”Iridium GO! USB Cable” shape=”square” color=”sky” link=”|||”][vc_btn title=”Iridium GO! Battery” shape=”square” color=”sky” link=”|||”][/vc_tta_section][vc_tta_section use_ajax=”” title=”If I’m in a vehicle or a building, can I use an external antenna to keep my Iridium GO! sat hub connected?” tab_id=”1499303899857-b6b09f7c-f92b”][vc_column_text]If your Iridium GO! is inside something like a tent then you might be okay but if there is something substantial blocking your device (like the metal roof from a building) from the view of the sky then you will need an external antenna to get connected to the Iridium Network. You can connect your Iridium GO! sat hub to an external antenna using the Iridium GO! Antenna Adaptor, which you can find by clicking the button below.[/vc_column_text][vc_btn title=”Iridium GO! Antenna Adaptor” shape=”square” color=”sky” link=”|||”][/vc_tta_section][vc_tta_section use_ajax=”” title=”When I purchase my Iridium GO! what comes with it?” tab_id=”1499303899858-532869c8-5f06″][vc_column_text]Iridium GO! product contents:

  • Iridium GO! device
  • Battery
  • Universal AC Travel Charger
  • USB Charging/Data Cable
  • Four International Adapters
  • AC Adapter (Car Charger)
  • Protective Cover
  • User Manual
  • Legal Information Booklet
  • GEOS Emergency Services Brochure

For more advanced functionality like marine applications Apollo Satellite Communications has the Iridium GO! Marine Bundle which comes with the Iridium GO! Antenna Adaptor and an antenna with a cable so it’s all in one simple package:[/vc_column_text][vc_btn title=”Iridium GO! Marine Bundle” shape=”square” color=”sky” link=”|||”][/vc_tta_section][vc_tta_section use_ajax=”” title=”Can I use my email and browse the web with my Iridium GO! sat hub?” tab_id=”1499303899860-67af2988-d0f0″][vc_column_text]The short answer to this is yes you can, although, we have some recommendations. First, the Iridium GO! has some limitations on bandwidth for browsing the web so it is recommended that you use only sites that are more tailored for mobile devices. Basically, anything that is feature rich with multimedia is going to have issues loading up. As far as web browsing you can send regular emails with attachments we just recommend keeping the attachments within a reasonable size for the best experience.[/vc_column_text][/vc_tta_section][vc_tta_section use_ajax=”” title=”What if someone calls my cell while I’m on a call using the Iridium GO! sat hub?” tab_id=”1499303899861-8c7f3eeb-0fae”][vc_column_text]What happens in this situation is the cell phone call takes precedence so the call from your Iridium GO! sat hub will be disconnected.[/vc_column_text][/vc_tta_section][vc_tta_section use_ajax=”” title=”I have a email account, can I get to it without paying for satellite airtime?” tab_id=”1499303899862-90e16856-c287″][vc_column_text]Unfortunately, your email account will use up your Iridium data even if you are on a terrestrial network, but don’t worry, we have a backup for you. Your Iridium GO! has a “fetch feature” where you can set up your third party email (i.e. Hotmail, AOL, ATT etc.) to access it instead of using the more expensive email account. After setting that up just give out your third party email to your contacts instead of your email account. For more information and a walkthrough on how to set this up just click the button below:[/vc_column_text][vc_btn title=”Email Walkthrough” shape=”square” color=”sky” link=”|||”][/vc_tta_section][vc_tta_section use_ajax=”” title=”How do I send SMS messages via my Iridium GO! sat hub?” tab_id=”1499303899864-074c5817-3be1″][vc_column_text]If you can get access to the web the easiest way is by utilizing Iridium’s SMS Web Portal, click to proceed.[/vc_column_text][/vc_tta_section][vc_tta_section use_ajax=”” title=”I noticed I have free GEOS service with my Iridium GO! sat hub, what is the benefit of this service?” tab_id=”1499303899865-4c0046af-24e0″][vc_column_text]The GEOS service is there for your SOS button and once configured you can press it during an emergency and an alert is sent out. With your alert your exact GPS coordinates are sent so rescue teams can be notified and also a GEOS professional can get in touch with you as well to assess the situation.

For a complete explanation of the free GEOS emergency service please click the button below:[/vc_column_text][vc_btn title=”GEOS Service” shape=”square” color=”sky” link=”|||”][/vc_tta_section][/vc_tta_accordion][/vc_column][/vc_row][vc_row 0=””][vc_column 0=””][vc_separator color=”black” css=”.vc_custom_1499309643397{margin-top: 30px !important;}” el_id=”“][/vc_column][/vc_row][/vc_section][vc_section 0=””][vc_row 0=””][vc_column][vc_tta_accordion style=”modern” shape=”square” color=”black” active_section=”0″ css_animation=”fadeIn” collapsible_all=”true” title=”Iridium GO! – Troubleshooting”][vc_tta_section use_ajax=”” title=”When on an outbound call using my iPhone with my Iridium GO! sat hub people have trouble hearing me.” tab_id=”1498901139979-a025eaca-46e3″][vc_column_text]If this occurs then it is possible that a restriction for muting may have been accidentally activated. To solve this follow these steps:

  • Navigate to “Settings” then “General”
  • Scroll down to “Restrictions”
  • Scroll down again to “Privacy”
  • Then select “Microphone” and make sure that is is set to “On” since if it is off your mic will not function properly
[/vc_column_text][/vc_tta_section][vc_tta_section use_ajax=”” title=”I noticed a default wi-fi password is used on my Iridium GO! sat hub, can I change it for added security?” tab_id=”1498901302987-f2853e0a-b871″][vc_column_text]Yes of course! In the Iridium GO! Application navigate to “Advanced” then “Wi-Fi Settings” to set your preferred and more secure Wi-Fi password.[/vc_column_text][/vc_tta_section][vc_tta_section use_ajax=”” title=”I forgot my password, so, now what do I do?” tab_id=”1498902100849-62d6f763-4baf”][vc_column_text]If this happens, don’t worry, all is not lost. There is a reset button right next to the charging port that will set the device back to factory  settings. It is not too much unlike what you would see on a router so you will need something to the form of a paper clip to press it but once you do the default credentials will work (Username and Password: guest).[/vc_column_text][/vc_tta_section][vc_tta_section use_ajax=”” title=”I cannot get my Iridium GO! sat hub to register to the Iridium Network and I’m not sure what to do?” tab_id=”1498902398447-6765e950-9c3e”][vc_column_text]First, make sure that your antenna is up so the unit is on and that the device has a clear shot of the sky that is unobstructed. If you are under a tree or next to a building then you may have issues and would need to move the device.[/vc_column_text][/vc_tta_section][vc_tta_section use_ajax=”” title=”I am having issues making or receiving calls with my smartphone and tablet and I’m stuck, what should I do?” tab_id=”1498902672265-ad8de836-25aa”][vc_column_text]First, make sure that your devices are connected to the Iridium GO! wi-fi and not your personal at home or office wi-fi network. Second, check your dialing sequence and make sure it is correct with the country code and your SIM card (standard or crew calling). Third, check your Iridium GO! signal on it’s LCD screen and make sure you have four to five bars before proceeding to make a call. If you are having further issues feel free to call us for help: 1 (844) 248-0123.[/vc_column_text][/vc_tta_section][vc_tta_section use_ajax=”” title=”The Iridium GO! App works fine but the Iridium Mail & Web App doesn’t work at all; what should I do? ” tab_id=”1498903220538-5f29f78e-874a”][vc_column_text]One thing you can do is verify that you are using the default credentials for both apps since both are set to guest. If you change the password on one app you have to change it on both.[/vc_column_text][/vc_tta_section][/vc_tta_accordion][/vc_column][/vc_row][/vc_section][vc_section 0=””][vc_row 0=””][vc_column 0=””][vc_separator color=”black” css=”.vc_custom_1499304062669{margin-top: 30px !important;}”][/vc_column][/vc_row][vc_row 0=””][vc_column][vc_tta_accordion style=”modern” shape=”square” color=”black” active_section=”0″ css_animation=”fadeIn” collapsible_all=”true” title=”Iridium AxcessPoint Hotspot – General Queries”][vc_tta_section use_ajax=”” title=”I’m interested in the Iridium AxcessPoint, but is it still supported?” tab_id=”1498903516299-80296007-f002″][vc_column_text]The AxcessPoint is a hotspot used with the Iridium Extreme or the 9555 and is compatible with Macs and PCs as well as iOS and Android devices. Even though it is still usable, it is no longer manufactured and an improved product called the Optimizer that supports the same phones has replaced it and is preferable when considering todays standards. It also has more bandwidth for you to work with than the AxcessPoint and will continue to be the item that is supported in the future at least at this point.[/vc_column_text][/vc_tta_section][vc_tta_section use_ajax=”” title=”I need to use the Iridium AxcessPoint, but where do I get the software?” tab_id=”1498950650104-7040f3cd-0b53″][vc_column_text]If you are connecting with a Mac or PC then you should use the original AxcessPoint Mail & Web software but if you are using you handheld like your smartphone then you should use the newest version of the software. If you need to download the software you can do so here:[/vc_column_text][vc_btn title=”Iridium AxcessPoint Software” shape=”square” color=”sky” link=”|||”][/vc_tta_section][vc_tta_section use_ajax=”” title=”How do I get rid of my back log of emails that I do not want?” tab_id=”1498951193669-973c7eeb-352a”][vc_column_text]On PCs there is an option called BigMail. What you want to do is press the configure button and click the three boxes and click okay in the section called Mass Deletions.[/vc_column_text][/vc_tta_section][vc_tta_section use_ajax=”” title=”I need to reset my wi-fi password, how do I do that on the AxcessPoint?” tab_id=”1498951553052-d84ecf84-d0d0″][vc_column_text]
  1. Turn on your AxcessPoint
  2. Connect your laptop via the wi-fi connection
  3. With your laptop’s web browser put into the address bar and hit Enter
  4. Input the AxcessPoint’s password (it’s the last six digits of the MAC address – it’s under the battery in the back of the device)
  5. While you are on the screen “Basic” and while you are under “Wireless Security Mode”, select WPA-PSK or WEP
  6. The “Pre-shared Key” field is where the option is located to change your password (default: 12345678). Be sure to save your settings before exiting
  7. Your device should now reboot to finalize your changes
  8. Once it is finished rebooting your new password will be required to access the wi-fi on your device
[/vc_column_text][/vc_tta_section][vc_tta_section use_ajax=”” title=”I cannot get my Iridium AxcessPoint to work and I’m stuck, what can I do to remedy this?” tab_id=”1498952439313-875a8c51-8202″][vc_column_text]The best way to ensure that your Iridium AxcessPoint is operating in a normal fashion is to simply attempt to send an email back and forth. If this fails, here are some troubleshooting tips:

  • If sending data, make sure you have at least three bars to do so
  • Your device’s two status lights should be green before starting to send data
  • If your email account has been inactive for over a year, it may have been deactivated – in this situation you will need to register an account again with Iridium for your email to function
[/vc_column_text][/vc_tta_section][/vc_tta_accordion][/vc_column][/vc_row][/vc_section][vc_section 0=””][vc_row 0=””][vc_column 0=””][vc_separator color=”black” css=”.vc_custom_1499304062669{margin-top: 30px !important;}”][/vc_column][/vc_row][/vc_section][vc_section 0=””][vc_row 0=””][vc_column][vc_column_text]

Iridium Satellite
Phone Support

[/vc_column_text][/vc_column][/vc_row][vc_row 0=””][vc_column 0=””][vc_separator color=”black” el_width=”40″ css=”.vc_custom_1499304481264{margin-top: -2% !important;}”][/vc_column][/vc_row][/vc_section]