Maintenance
Starlink hardware requires little maintenance if installed correctly. However, there are some things to consider to maintain a good experience over time.
- Make sure your install remains obstruction-free. When adding additional hardware, be sure not to block the Starlink view of the sky. Use the Starlink mobile app "obstruction" feature to show any obstructions in the field of view. obstruction percentage chart on the dashboard is also helpful for checking obstruction levels.
- Periodically check that the antenna surface is not accumulating salt or dust residue. If there is salt or dust buildup, clean off the off the antenna surface to remove any residue.
- Starlink dishes have a snow melting feature to prevent accumulation on the dish. We do not have specific performance degradation per millimeter of snow accumulation, however the terminal should be able to melt any snow that accumulates over a given time period (except for extreme blizzard conditions). If the snow accumulation is greater than the rate of heating, you may experience some temporary degradation.
Initial Troubleshooting
- Check your account dashboard for an overview of service status. Any alerts related to your service or account will be displayed.
- Check the power light on the power supply.
- Visually inspect your installation to make sure the surface of the dish is free of dirt, debris, and obstructions.
- Check your cable connections from the dish to the power supply, and from the power supply to the network equipment.
- Verify any connected network equipment is powered on and operational.
- If using a third-party router, try connecting a laptop directly to the Starlink to verify connectivity.
- Create a support ticket via the app (or reach out to your managed service provider).
Please include the following details when submitting support tickets, to help our support team provide a faster response:
- Affected ships & terminals: Which exact vessels and user terminals are impacted by the issue (include either asset number or all affected UT IDs/Kit IDs)?
- Timestamps & Location: What date and time exactly did the issue start and is it still persisting? Where was the vessel when the issue arose?
- Impact/severity: Is internet completely down or slower than normal? Are passengers/crew complaining? If so, what types of complaints and how many?
- Data: Include numbers or screenshots of QoE metrics.
- Troubleshooting: What troubleshooting efforts or tests have you already tried? I.e. have you already tried rebooting the terminals or check the cable connections?
