Common Issues

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Common Issues & FAQs

At Blue Sky Network we are here to help! This page contains some of the most common issues that our users encounter and the quick fix steps to correct the issue. If you have any questions about which form is the appropriate form to complete please feel free to contact us.

ACH1000 “Disabled” cannot call or message

Description

User Reports that they cannot make calls from the D1000/ACH1000. They may also report that there are no speed dials or short codes. The user will also likely see ‘DISABLED” when they try to use features on the ACH1000.

Resolution

It is probable that the D1000 being used with the ACH1000 does not have a Device Profile installed. Device Profiles control enabling/disabling and customization of features of Blue Sky Network products. Device Profiles are stored on the Blue Sky Network tracking device (e.g. D1000A/C) and must be sent to the device to enable/disable features such as Flight Plan, Speed Dial, Standard Dial and Short Codes.

Emails not reaching device

Description

User reports that they can receive emails from the device with no issues, but when they reply to an email, or when they send a new email to the device they do not receive the email at the device.

Resolution

By default emails received for devices are blocked unless they are sent from the SkyRouter interface.

The whitelist controls which email addresses are permitted to send emails to devices on the SkyRouter account.  The Whitelist must be enabled and populated with entries in order for emails to be accepted to the device.

There are two whitelists; the auto-whitelist (automatically adds email addresses to the whitelist when the device sends emails to them) and the manual whitelist (must enter a comma separated list of email addresses.)

Google Chrome SSL error

There is a bug in the Google Chrome browser that may result in problems accessing SSL webpages.  You may see the following error message:

The following steps may help to resolve the issue (warning: please consult with your IT Administrator if you do not feel comfortable modifying the computer settings):

Delete System Host File

The host file is located at C:\Windows\System32\drivers\etc\hosts

In some instances the hosts file can become corrupted or affected by other programs.

Open the Hosts file in your favorite text editor and replace the content with the following:

# Copyright (c) 1993-2009 Microsoft Corp.
#
# This is a sample HOSTS file used by Microsoft TCP/IP for Windows.
#
# This file contains the mappings of IP addresses to host names. Each
# entry should be kept on an individual line. The IP address should
# be placed in the first column followed by the corresponding host name.
# The IP address and the host name should be separated by at least one
# space.
#
# Additionally, comments (such as these) may be inserted on individual
# lines or following the machine name denoted by a ‘#’ symbol.
#
# For example:
#
# 102.54.94.97 rhino.acme.com # source server
# 38.25.63.10 x.acme.com # x client host
localhost name resolution is handle within DNS itself.
# 127.0.0.1 localhost
# ::1 localhost

 

Clear SSL State

To clear SSL state, go to Control Panel > Internet Options.

Select Content tab and click on the Clear SSL state button > OK.

 

Disable Chrome QUIC Protocol

Copy and paste the following code into the address bar and press Enter.

chrome://flags/#enable-quic

Select Disabled in the dropdown list and then restart the Google Chrome browser.

 

Change your Internet Security and Privacy levels

If you set the High level as your security and privacy levels, it might block some strange connections and occur this error.  Change these settings to be Medium level.

Go to Control Panel > Internet Options.

Select the Security tab and set Medium level.

Do the same with the Privacy tab.

How to clear cookies and cache

1. In Windows 7/8/10; Open the Control Panel and select “Internet Options” and navigate to the “General Tab”:

2. On the “General” tab under the “Browsing History” section; click “Delete”. In the “Delete Browsing History” menu; ensure that “Temporary Internet Files” and “Cookies and Website Data” are checked and click “Delete”:


3. Restart the browser.

Where to place a portable tracking device

Device Location

Blue Sky Network Portable Tracking devices require a good view of the sky in order to operate optimally.  We recommend that the device is placed in a location where it will have a completely unrestricted view of the sky; in an aircraft or vehicle we recommend that the device maintain a clear line of sight to the horizon and directly above.

Things to consider when placing your device:

Obstructions

Iridium and GPS signals travel by line of sight, meaning they will pass through clouds, glass, wood and plastic but will are reflected by solid objects such as metal and absorbed by water.  Avoid placing your tracking device below the windscreen brace, against posts, or behind other metal objects.  Every effort should be made to achieve maximum visibility at all times.

Avoid powering off your tracking device when the devices line of sight is obstructed (hangar, maintenance bay, garage etc), this can cause the device to queue reports due to insufficient signals; queued reports will be delivered next time the device is powered on and has signals (NOTE: queue space is limited and reports can be lost).

Interference

All wireless devices including Iridium/GPS tracking devices are susceptible to RF (radio frequency) interference from other devices.  Avoid placing your tracking device next to other GPS devices and equipment such as compasses, radar devices, transponders, VHF radios and high power lines.

Heated Windscreen

Heated windscreens normally have an electric element across or around the screen, these heating elements may interfere with GPS and Iridium signals, this can cause intermittent tracking and delays in reports being sent to the SkyRouter systems.

If you have heated windscreens we recommend placing the unit near another window which does not have heating elements.

 

Still having issues?

If you have observed the guidelines indicated in this document but you are still experiencing issues, please contact Blue Sky Network Technical Support for further assistance.  Please provide as much detailed information as possible, such as:

  • IMEI/Serial number of the device
  • Photograph of the installation location and device
  • What type of aircraft/vehicle is the device in and does it have heating elements in the windscreen?

Blue Sky Network Technical Support               +1 858-551-3894                        [email protected]

15:00 to 00:00 UTC / 8am to 5pm PST (Pacific Standard Time).

We provide all product owners an emergency hotline phone number.

All in warranty and out of warranty products are inspected, assessed, and serviced at our San Diego, California corporate location.

No, SkyRouter is only available for Blue Sky Network products.

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