Never been online
A new install that will not connect. Work through the setup steps in order before assuming a fault.
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.
2. Confirm alignment
The Standard 4, Standard 4 X and Mini do not aim themselves. Use the alignment tool. See 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:
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 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.
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.