Inmarsat IsatHub FAQs

Inmarsat iSavi-IsatHub FAQs

My iSavi-IsatHub terminal does not turn on successfully. What should I do?

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.

How do I turn off my iSavi-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.

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 iSavi-IsatHub terminal, below the serial number.

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

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

What should I do if I misplace or have my iSavi-IsatHub stolen?

Contact Customer Care immediately on 1300 882 448 and they will bar your service to prevent the service being used.

I cannot connect to 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.

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

Ensure your iSavi-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 iSavi-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 iSavi-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.

What do I do if magnetic interference is detected?

Ensure that your iSavi-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 iSavi-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.

How do I switch into Audio Assisted Pointing Mode?

By default, your iSavi-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 iSavi-IsatHub terminal.

What do I do if azimuth and elevation are correct, but global beam (satellite signal) is not available?

Please ensure that there is no blockage in between your iSavi-IsatHub terminal and the Inmarsat satellite. There must be a clear line of sight between your iSavi-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 the issue persists, contact Pivotel Customer Care at 1300 882 448.

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.

GPS not available after time-out.

Power off your iSavi-IsatHub terminal by pressing and holding the Power Button for 5 seconds.

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

Your iSavi-IsatHub terminal needs signal strength of at least 42dBHz to perform at an acceptable service level. Check the signal strength of your iSavi-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 signal strength of at least 42 dBHz during the set up. 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.

No internet access even though data connection is activated.

Check APN to ensure it is set to Pivotel AP using Pivotel Setup Guide
 
Check firewall settings to ensure that it does not prevent the required internet (IP) access.

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.

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 message.

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’.

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 iSavi-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 iSavi-IsatHub terminal when the device used for VoIP calls is given the correct access rights for incoming /outgoing call functionality.
 
If issues persist, contact Pivotel Customer Care at 1300 882 448.

Control app or Web Console is disconnected during login session.

Control app or Web Console is the user interface for configuration settings of your iSavi-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.