User manual

ThurayaIP Frequently Asked Questions December 2010

10. Sales and Customer Support

10.1 How can we order the terminals?

As normal procedure

10.2 What will be the delivery scheme of the terminals?

Check with your Account Manager

10.3 What are the arrangements for ThurayaIP Customer service, after sales support, Technical

Support?

Service providers are trained to provide required support. Service provider Help Desk and Customer

Service Centre are also available for support to Service providers and subscribers.

10.4 Error code 16 is displayed on the home page of the IP and the terminal is not working as the

unit shows a message "disconnected". What is the solution for this issue?

This error is related to the SIM card profile. Pls. check with your Service Provider to ensure that the

required services/APN are enabled. Also make sure that the correct STREAMING APN is used on the

wMMI.

10.5 I keep getting the GPS acquiring status and got disconnected. Suggest solution how to

maintain the status?

Power cycle the terminal and try again. If problem persists, pls. move the unit to an open area so that it

has an open view of the sky so that it can update its GPS location. If the above fails then, please restore

factory defaults.