PredictWind Help Center

Troubleshooting Tips

The Downloads in the Offshore App are not working or are very slow.

  1. Turn the laptop & Iridium GO off for a few minutes, and back on again for a complete restart. It is good practise to do this procedure on a weekly basis. 
  2. Please only download a GMDSS forecast, or small GRIB files (of 5KB or less) to check the download process. 
  3. In the download process, please check you do not have any yellow error triangles on the right of each download.  Please click on the yellow error triangle to check for the error message.  Please contact us at support@predictwind.com with the error message.
  4. Please make sure you have the latest version of the Offshore App. Please download from http://www.predictwind.com/grib-files/
  5. We have seen instances where the Bluetooth can interfere with the network connection to the Iridium GO.  Please turn off/disable Bluetooth.
  6. Ensure you only have 1 device accessing the Iridium GO!  If you have multiple devices trying to use the Iridium GO! connection, this can be a source of issues.
  7. On a PC ensure you have any virus/firewall/web monitoring software turned off, or in the settings allow access for the PredictWind Offshore App. We have had several instances where customers have needed to uninstall the virus/firewall/web monitoring software in order to get a reliable weather download. Windows Firewalls should be setup to allow all outgoing connections.
  8. Please ensue you have a direct connection to the Iridium GO Wifi.  ie no other networking devices such as a Wifi or LAN router. 
  9. On your tablet please ensure you have turned off your "Auto Lock" settings so the download is not interrupted. On an iPad go to "Settings" > "Display & Brightness" > "Auto Lock"  set to Never. 
  10. On a PC ensure you remove any proxy server settings in Internet Explorer.
  11. On an iPad/iPhone please go to your iOS settings > Wifi > Click on Iridium-XXXXX.  At the bottom select Http Proxy and click on the "Off" button.
  12. The default login for the Iridium GO is username 'guest', and password 'guest'.  By default this login has administrator privileges. In order for the Offshore App to work correctly the username used by the Offshore App must have administrator privileges. The username the Offshore App uses can be found in the preferences in the Offshore App. 
  13. It is critical to have 5 bars of signal strength to get an acceptable download speed. The external antenna/cable supplied by PredictWind will ensure you get a good signal, provided it is mounted in a location with a good view of the sky/horizon. The Iridium satellites are passing overhead every 15 minutes, so important you can see 10 degrees above the horizon (sea level) in all directions. Testing the unit in a marina can be problematic due to other yacht masts/building/hills etc.  Check all connectors between the Iridium GO! and the antenna to make sure they are 'finger tight' and not loose. Note: The Offshore App only checks the signal strength before the connection is started, and does not update the signal strength during the connection. You should look at the signal strength on the Iridium GO LCD display to get the best indication of signal strength.  Please note the signal strength is optimistic, so if you have 4 bars of signal strength, in reality you really only have 3 bars and this is not acceptable for a good data connection. 
  14. Locations near airports and strong micro wave transmissions can also affect signal quality. For example its impossible to use an iridium phone in Clear Lake Texas next to NASA.
  15. In order to get a good connection you must have the latest Iridium GO! Firmware.  Please check you have the latest Iridium GO firmware, by opening the Iridium GO! app, login, and go to the Help icon, click on the "about" menu. The Firmware version should be 1.5.2 Please see installation instructions to upgrade if necessary.
  16. It is rare, but we have seen a few cases where Windows/Mac installation files have been corrupted by the operating system. This step should be done as a last resort, when you have completed all the other troubleshooting steps.  Uninstall the Offshore App, and re-install.  For Windows users go to Start > Settings > Apps & Features.  Uninstall  "PredictWind Offshore". Please make sure you have all Windows automatic updates installed before installing. Mac users are advise to upgrade to the latest version of Mac OS X.  

The download speed is very slow in the Offshore App  - is this normal?

The data speed is 2.4 Kbit/s which is very slow, about 20 times slower than dial up speed, approximately 12KBytes/Min.  However to get this speed it is critical that you have 5 green bars of signal strength as any degradation in signal strength will dramatically decrease the data speed. Check all connectors between the Iridium GO! and the antenna to make sure they are 'finger tight' and not loose. Please ensure the external antenna has a good visibility of the horizon and no obstructions. 

To be sure the Iridium GO is working correctly, we recommend turning the Iridium GO off for a few minutes, and back on again for a complete restart. It is good practise to do this procedure on a weekly basis. 

Once the download has started, it is normal for the download to have periods where it is very slow. If the connection stalls for more than 90 seconds the PredictWind 'Smart Connect" technology will automatically restart the connection. It is important to be patient and not click on the download buttons.  We recommend requesting a weather route & GMDSS text forecast which are available in a few minutes and are downloaded first. You can look at these forecasts results whilst the larger GRIB downloads are progressing in the background. 

My Iridium GO! does not show any signal strength, even when the unit/Antenna has a good view of the sky. 

This issue is usually due to the sim card being deactivated. To get you Iridium GO! activated please follow the instructions here.

My Laptop Wifi will not connect to the Iridium GO! Wifi

Please note it is normal for the laptop Wifi connection to show error symbol with "no internet access" - see picture below. You must install the Offshore App to get weather data.

 

The 802.11ac wifi protocol is not supported on Iridium GO! However the 802.11 b/g/n protocols work with the Iridium GO!, as they are on the same frequency band. The solution is to buy a cheap USB Wifi device that supports 802.11 b/g/n.

To check the details of your wireless adaptor on a PC - click on the Windows 'Start' > Device Manager. Search for Network adapters, and right click on your wireless adapter > properties > Wireless mode. See attached screen shot for an example of the Wireless Mode that works with the Iridium GO!

 

In addition, please try a reset of the Iridium GO!

  1. Turn on the Iridium GO! 
  2. Open the external antenna cover. 
  3. Use a paperclip or similar point, and press gently inside the Restore button hole. This is next to the antenna adaptor port. Be careful not to touch/break the antenna adaptor adaptor. 
  4. Follow the screen menu prompts to reset settings to factory defaults. 

Important: All previous settings will be lost, the SSID will be reset, and any new users will be deleted.

Then please do a full power off/on of both the Iridium GO! and the laptop/tablet/phone.

We have seen some cases where the Bluetooth has interfered with the networking connection to the Iridium GO!   Please turn off Bluetooth on the laptop. 

In addition please check you have the correct drivers installed for your Wifi hardware. Windows 10 can sometimes install generic drivers that may not be suitable. Please consult with you PC supplier or technician. 

My Iridium GO! GPS position is not correct

Please check the Time Zone has been set to (UTC), you could check this by going to your Iridium Go! application under Settings > Time > Time Zone.

Please note the Iridium GO displays the GPS in decimal degrees.  Most chart plotters show the GPS format in degrees & decimal minutes so the format needs to be converted. 

Can I have multiple email addresses on my Iridium GO? 

Yes, you can have 5 email addresses for your Iridium GO!, but you will need a separate iOS/Android device for each email account. Please note the Iridium username is not you Iridium email xxxxxxx@myiridium.net  but xxxxxxxx.     The password and username is case sensitive.

I cannot make/receive a call on the Iridium GO! 

Please follow these troubleshooting steps

  1. When calling your Iridium GO! do you have 5 bars of signal strength? 
  2. Please make sure your iPhone/Android is paired with your GO! 
  3. In your Iridium GO! application under settings > go to 'call' make sure +881662990000 is entered, hit save. Select 'Message' make sure Service Centre # +881662900005 > Save. 
  4. Go to 'Audio' make sure notification is ON and audio is not muted and volume is on loud. 
  5. Check you have the correct international dialling sequence. If you have the correct dialling sequence, then it is most likely you have turned on captain/crew calling feature causing a few numbers to be added to the number you have dialled. To verify this when you make a call the number that displays on the Iridium GO screen is it the same number you dialled using the Iridium GO phone application. To turn this off log on to the GO with the Iridium GO application go to settings, captain/Crew calling and turn it OFF. Once you have done this you should be able to make calls. You can dial Iridium test number 0014807525105 to make test call and it’s a free call.

     

I cannot send & receive and email on the Iridium Mail & Web App

Please make sure you have carefully followed the setup instructions. It is easy to make a mistake with the username or password. 

If the mail app asks for you to attach photo when sending grib request, please do not try to send from the outbox, only send/receive from the the main mail menu.

Please also do the following checks:

  1. Check you have the latest firmware 1.5.2
  2. Try a full power off/on of the Iridium GO! and your tablet/mobile devices. 
  3. Try connecting the Offshore App to make a download to test the connection.
  4. Ensure you only have 1 device connected to the Iridium GO at a time. 
  5. For Android users please put your phone on airplane mode and just turn on Wi-Fi. Connect to the Iridium GO Wi-Fi signal. Once connected open your phone internet browser. In the address bar type 192.168.0.1 see if you are able to access Iridium GO advance feature page. If you are not able to then there is an issue with the application on your phone, delete application and downloaded again from the google play store.
  6. Please try another iOS/Android device for the Iridium GO, and Iridium Mail & Web App
  7. Uninstall the Iridium Mail & Web App (also XWeb for Android users), restart the device, install the app again and go through the setup process again. Please also reset the Iridium GO.

How do I Purge emails and clear mail box?

Please open the Iridium Mail & Web App, and go to "Mail" then the "Big Mail" folder. On the iPad/iPhone click on the rubbish bin icon bottom right, then click yes.  If on Android please click on the "Delete BigMail" menu. Then please do another send/receive of email to delete the large emails that are blocking incoming emails.

If you believe your mailbox is blocked with too many emails and purging does not work, please try the following.

     1. In the Iridium Mail and Web App start a download and then hit cancel.  You will be given a series of          options one of which is to halt the connection and delete all pending mail on the server.

     2. Last resort is to send an email to datasupport@iridium.com with the myiridium.net account name              and password that needs to be cleared out.

To reset the Iridium GO

  1. Turn on the Iridium GO! 
  2. Open the external antenna cover. 
  3. Use a paperclip or similar point, and press gently inside the Restore button hole. This is next to the antenna adaptor port. Be careful not to touch/break the antenna adaptor adaptor. 
  4. Follow the screen menu prompts to reset settings to factory defaults. 

Important: All previous settings will be lost, the SSID will be reset, and any new users will be deleted.

The unit is not powering up, what can I try? 

Please try the following;

  1. Please use another USB power source ie USB port on your computer.
  2. Try removing the battery, and recharging the unit again.

If the battery is defective, the battery icon will show dotted lines, not a solid line around the battery.

What do the status indicator LED lights mean on the Iridium GO? 

The status indicator at the top of Iridium GO! has the following meanings:

  • Flashing green, Unit is ON and registered to Iridium network.
  • Flashing red, Unit is ON and not registered to Iridium network.
  • Red, Iridium GO! is powering ON.
  • Alternating red and green Call in progress; ringing, dialling or in a call.
  • Slowly flashing red SOS has been triggered.
  • Not lit, Unit is OFF.

The GPS position does not appear in the Offshore App?

Please power the Iridium GO! unit off/on, and check the set up in the preferences of the PredictWind Offshore app.

The signal strength is often less than 5 bars?

Please check the external antennae has a good view of the horizon. If you are surrounded by buildings or hills, the signal strength will be degraded and patchy and maybe unworkable. You will need to get 5 bars of signal strength to an acceptable data transfer rate.

The Offshore App does not fit on my display?

The minimum screen resolution is 1024 * 768.  Please check you do not have the screen scaled.  On a Mac go to Apple icon > System Preferences > Displays > Resolution = Default for Display.  On Windows 10 go to Start > Settings > System > Display > Change size text, apps, other items = 100%  Under advanced settings check you have the maximum resolution available.

Why is the voice calling not clear?

  1. Check you have 5 bars of signal strength.
  2. Stay within 2m of the Iridium GO!
  3. Please check you have the latest Iridium GO firmware, by opening the Iridium GO! app, login, and go to the Help icon, click on the "about" menu. The Firmware version should be 1.5.2 Please see installation instructions to upgrade if necessary.

Comments