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Why can't I make or receive calls on my Sky Connect tracker?

Most call issues come down to one of three causes: signal strength, an error on the dialer, or the number format being used. Begin with signal, as it is the quickest to check.

First, check your signal

Voice calls require more signal than position reporting. An aircraft can be reporting normally on your tracking platform and still have insufficient signal to hold a call.

Move the aircraft outside, clear of hangars and large buildings, and allow two minutes for the unit to acquire signal. Then check the bars on the dialer.

4 or 5 bars: signal is sufficient. Continue below.

3 bars or fewer: this is the most likely cause. Reposition the aircraft in a more open area and try again.

Next, select the option that describes your issue

I cannot make or receive calls

Check the dialer display first, and record any message exactly as it appears.

Messages such as Awaiting system registration or Sys unresponsive indicate a hardware or configuration issue rather than a user setting. Common causes are a wiring fault, an inactive SIM, physical damage to the unit or SIM, or an incorrect setting. Contact us with the message and we will investigate.

If there is no message and signal is sufficient, the most likely cause is the number format. Iridium numbers differ from standard telephone numbers, so confirm you are using the correct format in both directions:

If there is no error, signal is sufficient and the format is confirmed correct, the most useful detail you can provide is what you hear when the call is placed: silence, a ring that drops, a busy tone, or a recorded message. This narrows the cause considerably, so please note it before contacting us.

I cannot make outgoing calls from the aircraft

Incoming calls working confirms that the unit, the antenna and the airtime are all functioning. The cause is therefore almost always the number format being dialed from the aircraft.

Refer to How do I make a call from the aircraft?

Also check whether the automatic '00' prefix is enabled on your unit, as this changes the dialing format required.

I cannot receive incoming calls to the aircraft

Outgoing calls working confirms that the unit and the airtime are functioning. The cause is therefore the number or format being used to reach the aircraft.

Refer to How do I call my aircraft?, and confirm the caller is using the full number including any prefix rather than a shortened version.

If the issue remains unresolved

Email support@skytrac.ca or call +1 (250) 765-2393 with the following:

  • Unit serial number, aircraft registration and aircraft phone number
  • Dialer type (MMU-II, SOP-11, SOP-6 or other)
  • Whether the issue affects outgoing calls, incoming calls or both
  • The exact digits being dialed
  • What you hear when the call is placed: silence, a ring that drops, a busy tone, a recorded message
  • Any message shown on the dialer display
  • Whether the aircraft is still reporting on your tracking platform

Most of these details will be available from the checks above.