Note: If your Starlink is offline, there are several possible causes to check: account and data limitations such as a suspended account or exceeded data limit; router connectivity issues, where you should verify that your Starlink device is properly connected to your router and check for lights on the device and ensure your WiFi network (SSID) is visible; Starlink device issues, which may be caused by damaged cables or other hardware problems; and environmental factors like obstructions, overheating, wind, and weather conditions that can affect your connection, ensuring your device has a clear line of sight to the sky and is installed in a well-ventilated area.

By checking these potential causes, you can troubleshoot and resolve common offline issues with your Starlink connection, and if you're still experiencing problems, contact our support team for further assistance.

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Hardware is functional, but I am receiving alerts which are affecting my connectivity?

Common Customer Symptoms:

• Disablements: Your account might be disabled due to roam and geographic restrictions, no active service lines, unsupported software version, and more.
• Data Overage: Exceeding your data limit can restrict your connectivity.
• Account Suspension: Temporary or permanent suspension of your account can occur due to various reasons.

Troubleshooting Steps:

• Detail and provide a list of your most recent in-app alerts, as this will help effectively identify the issue specific to your Starlink, allowing for a targeted approach to resolve the connectivity problem. You can see the related in-app alert page here for helpful guidance.

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Unable to reach the router?

Common Customer Symptoms:

• App Alerts: Indicate "Starlink Unreachable"
• No SSID Broadcasted: When trying to connect to WiFi, you will be unable to see the STARLINK network on your devices
• No Light Indications on Router: No light indications on the router, suggesting a power or connection issue

Troubleshooting Steps:

1. Power cycle your device
2. Check the router, power supply, and outlet to ensure they're functioning properly
   • Outlet is functional and providing power to router. Swap with another device to verify
   • Router is not turned on
   • Power supply is not turned on
3. Perform a factory reset the Starlink and router to restore default settings
4. Verify if your SSID is broadcasting
   • If SSID is broadcasting: Create a support ticket and notify our agents on this issue
   • No, SSID is not broadcasting: Create a support ticket and notify our agents on this issue

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Can reach the router but not the Starlink?

Common Customer Symptoms:

• The Starlink device and app show an offline status, are unplugged, or are experiencing consistent rebooting

Troubleshooting Steps:

1. Reseat cables and inspect for any damage cable
2. Check if the cables are damaged
   • If yes, create a support ticket and explore cable replacement options
   • If no, create a support ticket to further investigate the issue

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External factors affecting your Starlink's connectivity?

Common Customer Symptoms:

• Your Starlink device is searching for satellites, consistently rebooting, all while showing positive communication from the Starlink, but still experiencing connectivity issues.

Troubleshooting Steps:

1. Provide recent in-app alerts to help identify the issue. Common alerts may include:
   • Mast not vertical
   • High time obstruction
   • Thermal shutdown
   • Thermal throttling

You can see the related in-app alert page here for helpful guidance.

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What if I’ve tried everything and still offline?

If none of the above steps improve your connectivity, please submit a support ticket through the Starlink app so our support team can investigate further.