DIRECT INTERNET DATA Troubleshooting
Contents
1. 9600 Motorola 95xx Series modem Click OK and Close all open windows Try your Direct Internet call again I cannot connect using Windows 2000 XP The Apollo Connection Window displays Emulator Disabled e Make sure you are not connected to a LAN while using the Apollo Emulator with Windows 2000 or XP Prior to accessing Direct Internet services with Windows 2000 or XP you should either 1 2 Disconnect the Ethernet cable from your NIC card or Disable the NIC card To do this click on Start gt Settings gt Network And Dialup Connections Right click Local Area Connection and then left click Disable Note that prior to reconnecting to a LAN you will need to re enable this Iridium Satellite LLC 6 Rev 5 January 1 2003 DIRECT INTERNET DATA n 0 0 n neenennneenercnnnrennenennenennenenennenennenencenenennene TRADEMARK NOTICE Trademark Notice Iridium and the Iridium logo are registered trademarks and or service marks of Iridium Satellite LLC Windows Windows 95 Windows 98 Windows Me Windows NT Windows 2000 Windows XP Dial Up Networking Outlook Outlook Express and Internet Explorer are registered trademarks of Microsoft Corporation Netscape Netscape Navigator and Netscape Messenger are registered trademarks of Netscape Communications Corporation Apollo Emulator and Smart Connect are registered trademarks of Brand Communications Ltd Motorola and Satellite Series are regi2. IRIDIUM DIRECT INTERNET DATA Troubleshooting Iridium Satellite LLC Rev 5 January 1 2003 DIRECT INTERNET DATA n n2n 02n ncenencnnenernenencnnenennenennenensenenennenenneneneenenen TROUBLESHOOTING General Most user problems are associated with unfamiliarity or improper use of the Iridium phone or with improper configuration of software applications Prior to using Iridium World Data Services Acquaint yourself and become comfortable with the Iridium voice services and the proper operation of the Iridium phone Prior to attempting any data calls you should be familiar with the operation of the phone and how to use it to make voice calls Familiarize yourself with the different Iridium data services and products Familiarize yourself with the software applications that you intend to use prior to using them over Iridium e g Internet browser Cannot register with the Iridium network Is a SIM card inserted into the phone Check to see that the antenna is fully attached fully extended and vertical and that there is clear line of site to the sky Turn the phone off and then on again and wait for the phone to register For Motorola phones only If the phone will not register attempt to force registration by pressing 8 on your phone s keypad Phone is registered but cannot make a data connection Verify that the phone is displaying good signal strength The SIM card must be provisioned for data If in d
3. Internet in the Direct Internet Data User s Guide for more information on the spoofing feature Some web pages take too long to download This is usually caused by images graphics on web pages Downloading images will significantly degrade your Internet experience due to their size and lack of compressibility Remember your Iridium data connection is not as fast as the landline connections to which you may be accustomed Try these tips e Configure your browser to NOT automatically download images especially since most images are banners logos and advertisements that you probably do not need anyway See the Application Notes document for further assistance e Browse the Internet via common fast loading web portals such as www yahoo com or www lycos com I cannot connect The Apollo Connection Window displays Dial attempt timed out e Your SIM card may not be provisioned for data Check with your Iridium Service Provider l am using a EuroCom Iridium Fixed Mount Unit and I cannot connect The Apollo Connection Window displays dialing continuously e Check the software version in the phone to verify that it is data capable Press the MENU button scroll down to System press the gt button three times This will display the transceiver software version The transceiver software version should be 3 xx xx or later If it is not check with your Iridium Service Provider to verify that your phone was upgraded f
4. Start gt Settings gt Control Panel to open the Control Panel Window Double click on System Select the Device Manager tab Double click on Ports COM amp LPT Double click on the COM port you are using for Direct Internet Data Select the Port Settings tab Click the Advanced button Reduce the Receive Buffer and Transmit Buffer settings to the lowest available setting and then click OK Close all open windows Turn the phone off and then on again and wait for the phone to register Try your Direct Internet call again In Windows 2000 XP Choose Start gt Settings gt Control Panel to open the Control Panel Window Double click on System Select the Hardware tab Click the Device Manager button Double click on Ports COM amp LPT Double click on the COM port you are using for Direct Internet Data Select the Port Settings tab Click the Advanced button Reduce the Receive Buffer and Transmit Buffer settings to the lowest available setting and then click OK Close all open windows Turn the phone off and then on again and wait for the phone to register Try your Direct Internet call again Iridium Satellite LLC 4 Rev 5 January 1 2003 DIRECT INTERNET DATA n n n 02n nc nencneenencenenennenennenennenensenenennenenseneneenenen TROUBLESHOOTING l am using a Motorola phone and I cannot connect The Apollo Connection Window displays dialing continuously and the handset does not display D
5. ata Call in Progress e Check the software version in the phone to verify that it is data capable Press 91 on the keypad Motorola 9500 must show software version INC0620 or later Motorola 9505 must show software version LAC109G or later Motorola 9520 must show software version RACO620 or later e You may need to lower the Receive Buffer and Transmit Buffer settings In Windows NT These settings cannot be altered gt In Windows 95 98 Me Choose Start gt Settings gt Control Panel to open the Control Panel Window Double click on System Select the Device Manager tab Double click on Ports COM amp LPT Double click on the COM port you are using for Direct Internet Data Select the Port Settings tab Click the Advanced button Reduce the Receive Buffer and Transmit Buffer settings to the lowest available setting and then click OK Close all open windows Turn the phone off and then on again and wait for the phone to register Try your Direct Internet call again ONOARWN gt m mn In Windows 2000 XP Choose Start gt Settings gt Control Panel to open the Control Panel Window Double click on System Select the Hardware tab Click the Device Manager button Double click on Ports COM amp LPT Double click on the COM port you are using for Direct Internet Data Select the Port Settings tab Click the Advanced button Reduce the Receive Buffer and Transmit Buffer settings to the lowest available sett
6. ing and then click OK 10 Close all open windows 11 Turn the phone off and then on again and wait for the phone to register 12 Try your Direct Internet call again ODNAMARWON l am using a Motorola phone and I cannot connect The Apollo Connection Window displays dialing continuously and the handset blinks Data Call in Progress continuously e You may have an incorrect modem setting Check it as follows 1 Double click the Apollo Configuration icon on your desktop Depending on your operating system it will be named one of the following Apollo Emulator Config ApEmConf exe Apollo Configuration or Configuration Iridium Satellite LLC 5 Rev 5 January 1 2003 DIRECT INTERNET DATA n n n2n 0 n ncenencneennncenenennenennenennenensenenennenenseneneenenen TROUBLESHOOTING 7 8 Select the Modems tab in the Apollo Configuration window This window must show that the Iridium V110 9600 Motorola 95xx Series modem is selected an arrow should be pointing to it If not continue with step 3 Click on Add Scroll down through the list and highlight the Iridium V110 9600 Motorola 95xx Series modem then click OK In the Data port drop down box select the serial port to which you plan to connect your Iridium phone e g COM1 COM2 etc Click OK The newly added modem should appear in the list Select the Services tab Click Edit In the Modem drop down box select the Iridium V110
7. n Failed error You may have an incorrect username and or password Do the following 1 Double click the Apollo Configuration icon on your desktop Depending on your operating system it will be named one of the following Apollo Emulator Config ApEmConf exe Apollo Configuration or Configuration Select the Services tab and click Edit In the Username box enter directinternet with no spaces In the Password box enter directinternet with no spaces Click OK and close all open windows oE ON Iridium Satellite LLC 2 Rev 5 January 1 2003 DIRECT INTERNET DATA n n n2 0 n cenencnnencncenencnnenennenennenensenenennenenseneneenenen TROUBLESHOOTING 6 Try your Direct Internet call again l am receiving the following error message ALERT Session terminated as another user connected using the same MAC address e This message indicates that another user is currently using Direct Internet service with the same software serial number Each user must have a unique software serial number Each Iridium World Data Services CD is shipped with a unique software serial number on the CD jacket While connected the handset seems to stop transferring data e The spoofing feature of the Apollo Emulator software automatically disconnects the call after a preset time period The connection will be reestablished automatically whenever there is new data to be sent Refer to the section titled Connecting to the
8. or data capability e You may have an incorrect modem setting Check it as follows 1 Double click the Apollo Configuration icon on your desktop Depending on your operating system it will be named one of the following Apollo Emulator Config ApEmConf exe Apollo Configuration or Configuration 2 Select the Modems tab in the Apollo Configuration window This window must show that the Iridium V110 9600 Motorola 95xx Series modem is selected an arrow should be pointing to it If not continue with step 3 Iridium Satellite LLC 3 Rev 5 January 1 2003 DIRECT INTERNET DATA n 2n 02n ncenencnnenencenenennenennenennenensenenennenenseneneenenen TROUBLESHOOTING 7 8 Click on Add Scroll down through the list and highlight the Iridium V110 9600 Motorola 95xx Series modem then click OK In the Data port drop down box select the serial port to which you plan to connect your Iridium phone e g COM1 COM2 etc Click OK The newly added modem should appear in the list Select the Services tab Click Edit In the Modem drop down box select the Iridium V110 9600 Motorola 95xx Series modem Click OK and Close all open windows Try your Direct Internet call again e You may need to lower the Receive Buffer and Transmit Buffer settings gt gt ONDARWN gt O ODNAARWON 10 11 12 In Windows NT These settings cannot be altered In Windows 95 98 Me Choose
9. oubt contact your Iridium Service Provider Check the software version in the phone to verify that it is data capable e Motorola Phones Press 91 on the keypad Motorola 9500 must show software version INC0620 or later Motorola 9505 must show software version LAC109G or later Motorola 9520 must show software version RAC0620 or later Note Newer data capable versions may be released from time to time and will be indicated by a higher numerical sequence e EuroCom Iridium Fixed Mount Unit Press the MENU button scroll down to System press the gt button three times This will display the transceiver software version The transceiver software version must be 3 xx xx or later If it is not check with your Iridium Service Provider to have your phone upgraded for data capability Check the cable connections Is your Apollo Emulator disabled If you are using Windows 95 98 Me or NT you must boot into the correct hardware profile the ridium Direct Internet profile Verify that your settings have not changed Apollo emulator properties user name password etc Refer to the section titled Apollo Software Installation and Configuration in the Direct Internet Data User s Guide for additional information For Motorola phones only Is your Iridium handset dialing While dialing the Iridium handset blinks Data Call in Progress If not cycle the power on the phone to reset it lam receiving an Authenticatio
10. stered trademarks of Motorola Inc Iridium Satellite LLC 7 Rev 5 January 1 2003
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