If you are experiencing issues connecting to a network with your Soracom IoT SIM, follow the steps below to verify your account status, device settings, and hardware configuration.
Step 1: Verify Account Status
Before troubleshooting the device, ensure your Soracom account is active and the SIM is properly registered.
- Log in to the Soracom User Console.
- Navigate to the SIM Management screen.
- Confirm that your IoT SIM is listed and that the status is Active.
- Verify that an IMSI or ICCID number is displayed for the SIM.
If you have not yet registered your SIM, please refer to the User Console Quick Start Guide.
Step 2: Check Device Compatibility
Ensure your hardware is compatible with the network requirements:
- SIM-Lock Status: Soracom IoT SIMs work with SIM-free (unlocked) devices. Ensure your device is not locked to a specific carrier.
- Frequency Bands: Your device must support the frequency bands used by local carriers in your area. Check your device specifications against the supported bands for the country and carrier you are attempting to connect to (3G/GSM, 4G LTE, or Cat-M1).
Step 3: Verify Configuration Settings
Incorrect settings are the most common cause of connectivity issues. Please check the following configurations:
- Access Point Name (APN): Ensure the APN is configured correctly in your device settings. For specific values, refer to the Soracom APN Setup Guide.
- Data Roaming: Data roaming must be enabled. Because Soracom is a global MVNO, devices recognize the connection as roaming even when used in your home country.
- IP Protocol: Set your device to use IPv4. Soracom does not currently support IPv6 for cellular connectivity. If your device defaults to IPv6 or dual-stack (IPv4v6), change the setting to IPv4 only.
For additional general setup tips, refer to the Basic Connectivity guide.
Step 4: Perform Connection Diagnostics
If your settings are correct but the device fails to attach to the network, try the following troubleshooting steps:
- Check Signal Reception: If you are using a smartphone or tablet, check the notification bar. If the device displays "Out of range" or "Searching," it is not communicating with the cellular network.
- Reboot: Power the device off completely and turn it back on to force a new network scan and re-registration.
- Manual Carrier Selection: If the device does not connect automatically, navigate to the cellular settings and perform a manual network search. Select a supported carrier available in your area.
- Change Location: You may be in a dead zone or experiencing signal interference. Move to a different location, ideally outdoors or near a window, to improve signal reception.
- Physical Inspection: Remove the IoT SIM and check for physical damage, such as water damage, cracks, or scratches on the metal contacts. Ensure the SIM is inserted in the correct orientation.
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Cross-Testing (Swap Test):
- Test the SIM: Insert the IoT SIM into a known-working device (such as a smartphone). If it works, the issue is likely with the original device's hardware or settings.
- Test the Device: Insert a different known-working SIM into your device. If it fails to connect, the device hardware may be at fault.
For advanced diagnostic steps, please refer to the full Soracom Troubleshooting Guide.
Contacting Support
If you continue to have trouble connecting your device after completing these steps, please contact Soracom Support for assistance.
To help expedite the process, please provide the following information in your support request:
- Your Soracom Operator ID
- The IMSI of your IoT SIM card
- Details of the device you are using (manufacturer, model, etc.)
- Details of the connection issue (error messages, LED status behavior, etc.)
- Confirmation that you have attempted the troubleshooting steps listed above