FAQs IsatHub

  

   Select a topic:

   1. My IsatHub terminal does not turn on successfully.    2. How do I turn off my IsatHub terminal?
   3. Where can I check the default SSID and password of the Wi-Fi
       connection?
   4. Where can I check the IMSI (SIM card number) of my IsatHub terminal?
   5. My IsatHub terminal and/or SIM card have/has lost or stolen.    6. I cannot connect to the Wi-Fi.
   7. Where should I place the terminal in order to start operation?    8. Magnetic interference detected.
   9. How do I switch into Audio Assisted Pointing Mode?    10. Azimuth and elevation are correct, but global beam (satellite signal) is not
         available.
   11. Network Registration failure.    12. GPS not available after time-out.
   13. IsatHub terminal is registered to the network but failed in
         data activation.
   14. No internet access even though data connection is activated.
   15. All LEDs are off after the terminal registered to network. How do I
         check the terminal status?
   16. Web console could not receive a text message.
   17. I am having a problem in accessing the Web Console.    18. Problem with incoming/outgoing call
   19. Control app or Web Console is disconnected during login session.    Still having troubles? Your IsatHub may need to go in for repair:

   Call Customer Care on:   1300 882 448

 
   1. My IsatHub terminal does not turn on successfully.

   •   Check if the battery is attached correctly. Press and hold the Power Button for 5 seconds. Check battery level. If battery level is low, the battery should
        be charged for at least 20 minutes to have sufficient power to switch on the terminal.

 
   2. How do I turn off my IsatHub terminal?

   •   Press and hold the Power Button for 5 seconds. Note: Do not remove the battery when powering down is in progress, otherwise the terminal logs may
        not be saved correctly

 
   3. Where can I check the default SSID and password of the Wi-Fi connection?

   •   The information is available on the product label at the back of IsatHub terminal, below the serial number.

 
   4. Where can I check the IMSI (SIM card number) of my IsatHub terminal?

   •   In the Control app, navigate to Setting>About; alternatively, in the Web Console, navigate to Setting>Terminal Info>Information to check the details
        of the terminal (Serial Number, IMEI, IMSI number). Suggest you record your IsatHub terminal IMEI number and SIM card number when you first use
        the device.

 
   5. My IsatHub terminal and/or SIM card have/has lost or stolen.

   •   Contact Pivotel customer care at 1300 882 448 as soon as possible so that your SIM can be barred.

 
   6. I cannot connect to the Wi-Fi.

   •   Ensure that both the Wi-Fi SSID and password are correct. Disable 3G or 4G service from your smart devices, and try to connect to Wi-Fi again. The
        password is case-sensitive. If your password has uppercase or lowercase letters, they must be entered in the appropriate case.

 
   7. Where should I place the terminal in order to start operation?

   •   Ensure your IsatHub terminal is placed outside with a clear, unobstructed view of the sky.

        If this is the first time you use the terminal at a new location, power on your IsatHub terminal and place the terminal flat on the ground, facing the sky
        to acquire GPS faster. Leave it for approximately five minutes. Once the GPS coordinates have been acquired, your IsatHub terminal will automatically
        enter into the LED Visual Pointing Mode for optimal signal strength (refer to LED Status Quick Reference Guide). The GPS fix status can now be found
        in the Web Console.

        If you have used the terminal at the location previously, power on your terminal and point the antenna to the satellite directly.

 
   8. Magnetic interference detected.

   •   Ensure that your IsatHub terminal is placed outside and away from your smart phone, other electrical devices, metal objects, or appliances that
        generate RF noise, and with an unobstructed view of the sky. Shift your IsatHub terminal to new location, press the Exit Pointing Mode Button once to
        return back to LED Visual Pointing Mode and repeat set up procedure.

        Alternatively, login to the Control app. Follow the on screen instructions and press ‘Pointing assist’ for specific help. Adjust until you get optimal signal
        strength and register to the network from the Control app.

 
   9. How do I switch into Audio Assisted Pointing Mode?

   •   By default, your IsatHub terminal is in LED Visual Pointing Mode. To switch to the Audio Assisted Pointing Mode, press and hold the Exit Pointing
        Mode Button for 5 seconds. Please note that your terminal will automatically revert to the default LED Visual Pointing Mode whenever you reboot your
        IsatHub terminal.

 
   10. Azimuth and elevation are correct, but global beam (satellite signal) is not available.

   •   Please ensure that there is no blockage in between your IsatHub terminal and the Inmarsat satellite. There must be a clear line of sight between your
        IsatHub terminal and the satellite. Shift the location of your terminal until the Exit Pointing Mode LED shows flashing green, indicating that the global
        beam (satellite signal) has been detected.

        If issue persists, contact Pivotel customer care at 1300 882 448.

 
   11. Network Registration failure.

   •   Try the network registration again by pressing and holding the Exit Pointing Mode Button for 3 seconds to repeat the LED Visual Pointing Mode
        procedure again for network registration. Contact Pivotel customer care at 1300 882 448 if you are unable to resolve the problem.

 
   12. GPS not available after time-out.

   •   Power off your IsatHub terminal by pressing and holding the Power Button for 5 seconds. Repeat the procedure in FAQ 7.

 
   13. IsatHub terminal is registered to the network but failed in data activation.

   •   Your IsatHub terminal needs a signal strength of at least 42dBHz to perform at an acceptable service level. Check the signal strength of your IsatHub
        terminal on the Control app or Web Console and if the signal strength is below 42dBHz, power down the terminal and repeat the set up procedure
        again. Take extra care to ensure that you have a signal strength of at least 42 dBHz during the set up. If you have a prepaid subscription, check your
        balance to ensure you have sufficient credit to make a data connection. Check the APN settings on the Data Profile under Data via the Web Console.
        By default, the APN settings should be read from the SIM card, unless you have specified to use another APN instead of the one defined on the SIM
        card.

 
   14. No internet access even though data connection is activated.

   •   Check APN to ensure it is set to Pivotel AP using Pivotel Setup Guide < link to Pivotel Setup Guide>.

   •   Check firewall settings to ensure that it does not prevent the required internet (IP) access.

 
   15. All LEDs are off after the terminal registered to network. How do I check the terminal status?

   •   You can check the LED status by pressing the Exit Pointing Mode Button once. Please refer to LED Status Quick Reference Guide. Alternatively, you
        can check the status via the Web Console or Control app.

 
   16. Web console could not receive a text message.

   •   Maximum SMS storage is dependent on SIM card memory. If the memory is full, delete text messages to free up memory for new SMS's.

 
   17. I am having a problem in accessing the Web Console.

   •   Please ensure that there is no problem with the Wi-Fi connectivity. Make sure that the hostname is entered correctly: http://192.168.1.35. Default
        username is ‘admin’ and password ‘1234’.

 
   18. Problem with incoming/outgoing call

   •   Check that the Voice app status shows “Phone Ready”. If it shows “Registering..”, check your Wi-Fi connection to ensure that your IsatHub terminal is
        connected to smart phone or tablet. Check that the number format you dialled has included the full international prefix if you are dialling outside
        Australia. Check your IsatHub terminal when the device used for VoIP calls is given the correct access rights for incoming /outgoing call functionality.

        If issue persists, contact Pivotel customer care at 1300 882 448.

 
   19. Control app or Web Console is disconnected during login session.

   •   Control app or Web Console is the user interface for configuration settings of your IsatHub terminal. As such, it is designed to allow only one control
        device to login to the Control app and another control device to login to the Web Console at the same time. When a first device is logged into the
        Control App or the Web Console, it will automatically be disconnected when you used a second device to login to the user interface. Note that except
        for the Control app and the Web Console which is limited to one control device to be connected at any one time, multi devices can simultaneously
        access to all other functionalities of your iSavi.

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