Applies to: Starlink kits with app-based obstruction tools. Select the actual hardware generation. Motorized and manually aligned kits are different; do not force a motorized antenna or move a permanent installation yourself.
Match your symptom
| What you see | What to do next |
|---|---|
| All devices drop together and app records interruptions | Compare outage times with the obstruction information. |
| Only one room or phone drops | Investigate local Wi-Fi using the slow-speed guide. |
| App says disconnected rather than obstructed | Use the offline guide and the exact app alert. |
Work through these checks
Record a repeatable symptom
During an interruption, note the time and what stopped: a call, a download or all browsing. Compare another device on the same network. Avoid changing router settings and antenna position together, since you would lose a useful comparison.
What the result means: A shared interruption supports checking the common connection. A single-device failure gives you a separate local-network lead.
Read the live obstruction map
Open the app’s obstruction view and save a screenshot. Starlink distinguishes this operating map from a phone-camera site survey; its guidance allows up to 12 hours for a complete map. Note how long the kit has been online.
What the result means: An incomplete new map is weak evidence. A developed map plus repeated matching interruptions is a better reason to investigate the location.
Survey a safe alternative location
Use Check for Obstructions or Find an Install Location in the app, select your kit and follow the camera prompts. Survey only places reachable safely from the ground. A scan from your lawn does not predict a roof-height view exactly.
What the result means: Compare the proposed view with the current one. Save both results before buying a mount or arranging installation.
Change only what your setup permits
For a portable kit, follow its placement and power instructions before relocating it to a safe, permitted position. Keep cables protected and within their intended routing. For a fixed mount, give the survey to an installer instead of loosening it.
What the result means: After a permitted move, allow the connection and map to settle. Compare the same activity over a similar period, not just one speed test.
Check persistent interruptions
If a clearer view does not help, save the app’s current alert and compare weather, power events and device behavior. Report the observations to Starlink. Obstructions are one possible cause; do not replace cables or the dish solely because of a map colour.
What the result means: Support can use the before-and-after record to investigate another fault instead of repeating an unsupported obstruction assumption.
When to stop and get help
Do not climb for a phone scan, trim near power lines, force antenna motors or move a roof installation. Stop if cables are damaged or a position cannot be reached safely. Keep transmitting equipment within the manufacturer’s installation guidance.
What to tell support
Kit and app version; dates of installation or movement; time online before the map capture; interruption timestamps; all devices or one; current and proposed location scans; result after any safe change.
Common questions
Can a Wi-Fi extender remove an obstruction?
No. An extender changes indoor coverage; it cannot clear the antenna’s view. First establish which part of the connection is failing.
Does a fast speed test rule out obstructions?
No. A short test can run between interruptions. Compare continuity and the app’s event history as well as speed.
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.