About Starlink Troubleshooting: As you might know, Starlink is a satellite-based internet service transmitting signals through a satellite dish.
While this advanced technology is efficient, users still report issues caused by weather and other geographical issues.
If you’ve experienced downtime, you know how frustrating it can be, especially in an important meeting or video streaming.
We set out to make this article as a guide for troubleshooting internet issues with Starlink.
Our tips are not exhaustive but cover at least 99% of the common issues reported by Starlink users.
Offline Starlink app troubleshooting solutions:
- Preparation before troubleshooting
- Starlink unplugged and rebooted
- Offline – Searching
- Offline – booting
- Offline – unexpected location
- Offline – no active account
- Starlink disconnected
- Network issues
- No signal received
- Last resort – Starlink customer support
Preparations before troubleshooting
Before we start, ensure you have the official Starlink app for Android or iOS to check all the issues and provide troubleshooting solutions.
The Starlink app is not only accessible on Smartphones but also available on any device that can access the Play Store/App Store.
It is a crucial app for checking the status of your internet device as it gives stats on internet speeds, obstruction quality, and other metrics.
So, how does the app help in troubleshooting?
Starlink could send alert messages whenever there is a known issue with your hardware.
These alert messages can make you panic if you don’t understand what they mean. This guide discusses the troubleshooting messages and what to do when they pop up on your smartphone.
Starlink “unplugged or rebooting”
If you receive this notification, there is no communication between the router and the dish. A power outage or a system update may cause this issue.
If this is the case, the problem should be resolved automatically within 20 minutes. However, if the problem persists, you must check whether your cable, router, or dish is defective.
How to fix it:
- Unplug the router cable.
- Keep it unplugged for 30 – 60 seconds.
- Boot it back up. It will take less than 60 minutes.
If all these do not work, inspect whether the cable or hardware is damaged.
Assuming it’s damaged, you can explore the warranty option and request a replacement from Starlink customer support or buy a new one from the Starlink shop.
Illustration of satellite internet
Offline – Searching
Search status occurs when the satellite dish is trying to find a connection. It should not be too alarming and could be fixed quickly.
Restarting your device can do the trick. If this doesn’t work, it would be safe to assume the issue was caused by travel or movement to a different location.
So, the device registers as out of the service area range. It may depend on the accessibility of your subscription’s service address.
How to check your service address subscription range:
- Open the app
- Click on the profile icon
- Then manage subscription
Let’s explore another reason why the “searching” notification can be seen. There might be an obstruction on your dish or device.
Obstruction by clouds, dust, trees, or even a poll. Use the app to check for obstruction.
If you see a lot of red in the obstruction map, then it means that you’ll need to reposition your device, clean the device, or reboot your device.
Professional installing satellite dish
Offline – Booting
When you receive a booting notification, the device is probably starting up or trying to start up.
If this issue lasts for more than 15 minutes, there are some measures that you can take to get you back on track.
- You could switch your device on and off.
- Conduct a factory rest by: (this process could help clear up software glitches)
- Doing 6 cycles of unplugging and plugging the router cable.
- Give it 15 minutes to boot back up.
- Connect to the Starlink wifi, then configure your account.
If any of this doesn’t work, there’s a hardware issue that could need fixing or a replacement.
Offline unexpected location
If your device is not in the location of the service address it has been registered in, then you’ll get the “unexpected location” notification.
It could be due to traveling with the device to a different location. Subscription plans could also affect the range you’re allowed to access.
The residential or standard plan is only restricted to your location or the area you subscribed to.
The roaming plan is more flexible, but it’s still limited to areas with Starlink active service.
It can be fixed by confirming your location or being within range.
If this is not the case, it is advisable to reboot the device.
But if all doesn’t work, you can always contact customer service.
Offline, no active account
This notification pops up whenever Starlink cannot find an active subscription.
Starlink uses an internet modem, which must be linked to an active subscription.
Therefore, you could get a notification if you don’t have an active subscription or you’re trying to link your account with a different dish.
This issue could be fixed by checking if the subscription status is active:
- Open app
- Click on the profile icon
- Then go to manage subscription
If that’s not the case, you could try rebooting your device or contact customer support.
Starlink disconnected
Your phone must be connected to the Starlink system to work effectively and efficiently.
If there is no connection between your phone and your Starlink system, the “disconnected” notification will be shown.
It could also be caused by the app being unable to reach the router.
It could be fixed by:
- Connecting to the Starlink wifi.
- Try to access Starlink from the phone’s cellular connection remotely.
- Try to factory reset your router.
Network issues
Network issues are tough to crack, especially when caused by a regional or global outage.
You could either research whether it is affecting everyone or wait for it to get fixed by Starlink. However, if the problem continues, you could contact customer support.
Illustration of connections in a city
No signal received
If you experience this, it could mean that the dish is having trouble communicating with your satellite. Due to:
- No satellite coverage
- Weather issues
- Make sure your device is free from obstructions
Array of Starlink satellites in orbit
Last resort – Starlink customer support
When the above solutions seem to bear no fruit, we advise contacting the customer support team.
Starlink uses a support ticket system to handle all queries, from hardware replacement to software issues that may not be on this list.
In rare cases, they can send a team to inspect your device or offer a replacement.
Conclusion
While Starlink’s trajectory is gradually rising, it is inevitable not to experience internet connection issues here and there.
Luckily, developers and the team at Starlink have worked out many solutions to whichever problem you may encounter.
We hope this article has laid out all possible solutions to the common alert messages you may receive from your Starlink app.
Global network in world illustration