Applies to: EXPLORER 710 portable BGAN terminal, not EXPLORER 510, 700 or a vehicle tracking terminal. The linked manufacturer-authored manual is edition E from 2015, hosted by a distributor. Firmware menus and current airtime plans can differ; confirm the applicable revision with Cobham and your authorized supplier.
Match your symptom
| What you see | What to do next |
|---|---|
| Local page opens; internet does not | Read the terminal status and any alert. “Ready” means registered and ready to start a connection, not that data is already flowing. A cancelled SIM-PIN prompt leaves local settings accessible without ordinary BGAN access. Do not guess PINs: ask the account owner or airtime supplier if credentials, registration or SIM authorization are unresolved. |
| The terminal page cannot be reached | Use an existing safe LAN/WLAN connection to the terminal and confirm that the local page identifies EXPLORER 710. Edition E gives the default local address as 192.168.0.1; an administrator may have changed it. Reaching this page proves local access, not a working internet session. Do not bypass passwords or change network/security settings to reach it. |
Work through these checks
Confirm local access to the correct terminal
Use an existing safe LAN/WLAN connection to the terminal and confirm that the local page identifies EXPLORER 710. Edition E gives the default local address as 192.168.0.1; an administrator may have changed it. Reaching this page proves local access, not a working internet session. Do not bypass passwords or change network/security settings to reach it.
What the result means: If the tile shows an exclamation mark, record the full message and the data-log entry. Use Control panel → Support → Diagnostics report → Generate report, then download it for the authorized supplier; generation may take a few minutes. Treat the report as private. Stop any test session you intentionally opened and confirm its tile is stopped.
Read registration and SIM alerts
Read the terminal status and any alert. “Ready” means registered and ready to start a connection, not that data is already flowing. A cancelled SIM-PIN prompt leaves local settings accessible without ordinary BGAN access. Do not guess PINs: ask the account owner or airtime supplier if credentials, registration or SIM authorization are unresolved.
What the result means: If the tile shows an exclamation mark, record the full message and the data-log entry. Use Control panel → Support → Diagnostics report → Generate report, then download it for the authorized supplier; generation may take a few minutes. Treat the report as private. Stop any test session you intentionally opened and confirm its tile is stopped.
Check the approved connection tile
Inspect the opening-page connection tile before starting anything. Use only the account’s approved data package, with the owner’s permission and known charges. A package can start more than one connection. Streaming sessions can keep charging for connection time until stopped; ordinary Standard data charges depend on transferred data. Do not start HDR, bonding or Streaming simply as a test.
What the result means: If the tile shows an exclamation mark, record the full message and the data-log entry. Use Control panel → Support → Diagnostics report → Generate report, then download it for the authorized supplier; generation may take a few minutes. Treat the report as private. Stop any test session you intentionally opened and confirm its tile is stopped.
When to stop and get help
Keep people at least one metre from the antenna’s front as the manual requires, and follow its separate WLAN separation rules. Do not adjust a transmitting antenna or disturb its cables for this checklist. Stop for damage, liquid, abnormal heat or an unsafe operating location. RF setup, battery faults and internal repairs belong with qualified support.
What to tell support
Save model, firmware version, local-access result, registration status, package name and complete failure message. Keep SIM/IMEI, PIN, location, public IP and diagnostic logs private. Send logs only to the account’s authorized technical support.
Common questions
Will a factory reset fix a failed data package?
Do not start with a reset. Preserve the failed package message and let the supplier check airtime, permissions and configuration. Resetting can erase valuable settings without fixing an account or network problem.
Original troubleshooting guidance based on the official sources below. Menu names can change. This is an independent guide, not a manufacturer service bulletin or a bench-tested repair.