# Never been online

> A new install that will not connect. Work through the setup steps in order before assuming a fault.

Source: https://joinnasnet.com/en/guides/starlink/offline/initial-setup/
Last updated: 2026-08-18

---

## Overview

On a new install the cause is almost always one of four things: sky view,
alignment, a cable, or not having waited long enough.

## Steps

### 1. Confirm the sky view

Use **Check for Obstructions** in the app at the actual install location. A
location that looks fine to you often is not. See
[Obstructions](/en/guides/starlink/obstructions/).

### 2. Confirm alignment

The Standard 4, Standard 4 X and Mini do not aim themselves. Use the alignment
tool. See [App tools](/en/guides/starlink/app-tools/).

### 3. Confirm every connection

Power connected, dish cable fully seated at both ends, locking tabs the right
way round. See your kit's setup page:

- [Standard 4 X](/en/guides/starlink/setup/standard-4x/)
- [Starlink Mini](/en/guides/starlink/setup/starlink-mini/)
- [Mini X](/en/guides/starlink/setup/mini-x/)

### 4. Wait 30 minutes

**A powered-on dish can take up to 30 minutes to get online.** It may be
downloading software. Do not start pulling it apart before then.

### 5. Read the status message

If you can reach the Starlink WiFi but are still offline after 30 minutes,
reboot the equipment, then tap the status message in the app and follow it.
Each message means something specific:

| App says | Meaning |
| -------- | ------- |
| Disconnected, connect to your Starlink WiFi | You are not on the router's network |
| Booting | The dish is rebooting or initialising |
| Searching | The dish is looking for satellites |
| Poor cable connection | The dish-to-router link is negotiating a bad speed |

See [Suddenly offline](/en/guides/starlink/offline/suddenly-offline/) for what
to do with each.

### 6. Factory reset the router

If you cannot connect to the WiFi at all, factory reset the router. See
[Maintenance](/en/guides/starlink/router-config/maintenance/).

## Getting help

Submit the ticket **from the Starlink app** rather than the website. App
tickets carry diagnostic data, which gets them resolved faster.

Residential customers in the US, Canada, Australia and New Zealand also have a
24/7 phone line for connection problems specifically. The numbers are listed on
the [Starlink Help Center](https://www.starlink.com/support).

## Related

- [Set up your Starlink](/en/guides/starlink/setup/)
- [Status lights](/en/guides/starlink/lights/)
- [App alerts](/en/guides/starlink/alerts/)