Applies to: Match the LTE/V2 hardware to the 2023 revision-1.2 manual: USB-C connector, SAT SIM slot and separate LTE SIM slot. Older XT-PRO DUAL GSM/UDC hardware has different documents. XT-PRO without DUAL is also a different model. Ask the supplier to confirm your revision before downloading drivers or firmware.
Match your symptom
| What you see | What to do next |
|---|---|
| LTE calls work; SAT does not | Read Menu > Network > Network selection and the displayed network mode. LTE only does not use satellite service. SAT & LTE Always On requires two SIMs and has an outgoing-call/message preference. A working cellular call therefore does not prove satellite registration; do not change a managed phone’s mode or billing preference without authorization. |
| Flashing satellite icon or No Network | For permitted satellite use, move to safe open sky within current Thuraya coverage and extend the SAT antenna fully. A flashing satellite icon or Position too old means location information is still updating. With persistent No Network, the manual provides Menu > Network > SAT registration. Note the result without a factory reset. |
Work through these checks
Read the hardware and network mode
Match the LTE/V2 hardware to the 2023 revision-1.2 manual: USB-C connector, SAT SIM slot and separate LTE SIM slot. Older XT-PRO DUAL GSM/UDC hardware has different documents. XT-PRO without DUAL is also a different model. Ask the supplier to confirm your revision before downloading drivers or firmware.
What the result means: Read Menu > Network > Network selection and the displayed network mode. LTE only does not use satellite service. SAT & LTE Always On requires two SIMs and has an outgoing-call/message preference. A working cellular call therefore does not prove satellite registration; do not change a managed phone’s mode or billing preference without authorization.
Establish satellite readiness
For permitted satellite use, move to safe open sky within current Thuraya coverage and extend the SAT antenna fully. A flashing satellite icon or Position too old means location information is still updating. With persistent No Network, the manual provides Menu > Network > SAT registration. Note the result without a factory reset.
What the result means: No Network and pending location are different displayed states; record which remains.
Test the correct network
With a Thuraya SIM and satellite service ready, the manual provides 11112 as a free non-emergency satellite test call. Select the satellite path if the phone asks; a cellular test is a different result. If registration or the test fails, ask the airtime provider about SIM activation, subscription validity and current regional coverage.
What the result means: For a company-managed phone, send the results to its administrator before changing mode, plan or software.
When to stop and get help
Use approved accessories and stop for damaged, wet or hot equipment. Do not use SOS as a test, guess SIM PIN/PUK codes or replace the antenna. Keep emergency recipient settings intact. Radio repairs and uncertain hardware/firmware matching need the provider or an authorized service center.
What to tell support
Privately record hardware revision, firmware under Security > S/W version, network mode, which network the call used, displayed error, satellite-icon state and test result. Do not post IMEI, SIM data or location publicly.
Common questions
Does Always On make satellite calls global?
No. Satellite coverage, local permission and SIM eligibility still apply. Cellular coverage and supported bands are separate; check both before travel.
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.