New Starlink Setup Frustration

[osuallen]

I attempted to get my new starlink service set up today and it certainly did not go as advertised. I have submitted a help ticket, but while I wait hours-days-(weeks?) to get a reply from starlink, I wanted to see if any of you have went through similar issues and get some input.

In preparation for our trip to Canada and Alaska this summer I decided to opt for Starlink as my primary internet source. I purchased the GEN 3 kit a few months ago when the price dipped, knowing that I would not have an opportunity to get it installed until now. I plan to flat mount it on my roof on the solar panel structure (yes, I have weighed the decision against portable and this works best for me at this time). However, I wanted to get it all activated and set up at the house where things are easier, before I go to my coach storage unit and get it mounted up on the roof. I set up and activated my roam unlimited plan and went through the setup steps on the app. All seemed to be great and the app shows I am online - however, there is no internet connectivity. The router light eventually turned red. I have it aligned correctly and the obstructions are less than 2%. Also, the app tells me I have a manual update (not surprising given the time between when I purchased and now). When I try to start the update I get notified "uploading to starlink", then it tells me "update rejected - reboot". Have gone through that cycle at least a dozen times.

I have tried all the common things like unplugging and re-plugging all the connections, looking for any visible damage, factory reset the router, etc. On the debug screen in the app, everything is green except the internet connection. It seems like it should be something simple, but it has certainly escaped me.

Suggestions? Thanks.

 

[Texas Clodhopper]

@osuallen There is a pinhole on the router. Use a paper clip and push in to reset the router.

 

[Texas Clodhopper]

Factory Reset by Router:​

Gen 3 Router:

1. Locate the reset icon and button under the LAN port cap on the back of your router.
2. Gently push the button located on the bottom of the router using an object like a paper clip.
3. Connect to STARLINK from the list of available WiFi connections on your device.
4. Once connected, you can setup your WiFi network name and password in your Starlink App settings.
   • Open the Starlink App > Settings > Router > enter desired WiFi network name and password > Save.

 

[osuallen]

Factory Reset by Router:​

Gen 3 Router:

1. Locate the reset icon and button under the LAN port cap on the back of your router.
2. Gently push the button located on the bottom of the router using an object like a paper clip.
3. Connect to STARLINK from the list of available WiFi connections on your device.
4. Once connected, you can setup your WiFi network name and password in your Starlink App settings.
   • Open the Starlink App > Settings > Router > enter desired WiFi network name and password > Save.

Thanks Jim. That is one of the things I had already tried. Can certainly try it again tomorrow.

 

[Neal]

Set it up, turn it on, be patient. It can take some time to update. Connect directly to the router with the Starlink app and the routers Wi-Fi, not any alternate options you may be connected through. Make sure your phone shows the connection to its Wi-Fi, whatever they name it now.

 

[redbaron]

It may take 72hrs before it works

 

[osuallen]

It may take 72hrs before it works

Geez - certainly not like the 10-15 minutes as advertised.

 

[redbaron]

Geez - certainly not like the 10-15 minutes as advertised.

The issue is how long you had it offline after production.

When they are in storage mode they don’t get the updates in the system very fast. The factory queues it for a broadcast update when they ship, but that drops out of priority queue after 60 days.

Opening a ticket and leaving it on is the right action. Usually it will be automatically updated by the ticket if you choose the proper drop down.

I would suggest getting it setup, then going to open a new ticket and choose the option that best describes not connecting. Run there troubleshooter. It should trigger the update even faster.

Doing this sequence is hit or miss, and it has taken 72hrs for some of my installs, but usually less than 1 hr.

 

[osuallen]

Set it up, turn it on, be patient. It can take some time to update. Connect directly to the router with the Starlink app and the routers Wi-Fi, not any alternate options you may be connected through. Make sure your phone shows the connection to its Wi-Fi, whatever they name it now.

Thanks. Yep - It is all by itself

 

[osuallen]

The issue is how long you had it offline after production.

When they are in storage mode they don’t get the updates in the system very fast. The factory queues it for a broadcast update when they ship, but that drops out of priority queue after 60 days.

Opening a ticket and leaving it on is the right action. Usually it will be automatically updated by the ticket if you choose the proper drop down.

I would suggest getting it setup, then going to open a new ticket and choose the option that best describes not connecting. Run there troubleshooter. It should trigger the update even faster.

Doing this sequence is hit or miss, and it has taken 72hrs for some of my installs, but usually less than 1 hr.

Thanks RB. That makes sense given the time lapse between purchase and now.

 

[Joe Hogan]

Each time we use ours, with weeks between uses, it takes several "updates" which causes the unit to check with sat, download, reboot, "fail connection" (result of reboot), restart and repeat. This happens several times as it goes throught the update process, It helps to have clear line of site to sats.
Be patient or just walk away and let it do its thing.